• Policy A:  Routing of Wireless 9-1-1 Calls

• Policy B:  Transfer of Emergency Information Between Public Safety Answering Points

• Policy C:  Procedures for Cellular Telephone Callers Reporting an Incident in Progress

• Policy D:  Transfer of Wireless 9-1-1 Calls Between Public Safety Answering Points

• Policy E:  Emergency Medical Services Dispatching

• Policy F: Wireless 9-1-1 Location Accuracy PSAP Policy
  

It is recommended that before a cell site is activated with wireless 9-1-1 service, the PSAP/9-1-1 entity and the wireless carrier(s) shall mutually designate proper primary PSAPs to receive the calls, and default PSAPs that will receive calls if the initial designated call routing is not possible.

If there is no primary PSAP designated for the area, the wireless calls will be routed to the appropriate Michigan State Police dispatch center.

When a Public Safety Answering Point (PSAP) or emergency dispatch agency receives information of an emergency, or possible emergency, and the location is outside of their jurisdictional boundaries, the information will be immediately relayed to the appropriate PSAP via telephone or direct radio contact, or electronic means with the capability of immediate confirmation of receipt. The information should not be sent via LEIN as this may result in critical delays.

Background:

An increasing number of calls for service are from persons on mobile telephones. Because of their mobility, these people are often witnessing events as they happen, and sometimes they follow suspects themselves.

Reporting an event in progress is useful for law enforcement. However, a citizen following a suspect is subjected to potential danger. If the PSAP encourages this behavior, the PSAP could become liable for personal injuries or damage to property which result.

Therefore, the PSAP should warn a citizen not to attempt to chase a suspect.

If a caller fails to heed the warning and continues to follow a suspect, the PSAP has a responsibility to take and use the information in the best way it can.

1. The following policy is suggested to Public Service Answering Points (PSAPs) when a mobile phone caller reports an incident in progress:
   
2. Obtain the caller's name and mobile phone number (in case callback is necessary).
   
   
3. Get all pertinent information on subject, situation, vehicles, etc.
   
   
4. If caller is following a suspect, give the following warning:  "We cannot be responsible for your safety. We advise you not to follow anyone.  We will take care of the situation."
   
   
5. Terminate the call if the person stops pursuing the vehicle. Make sure you have enough information to get back in contact with the caller as a witness, etc. If the caller indicates he (or she) will continue following the suspect, get a description of the caller (and vehicle, if applicable) and notify a supervisor.
   
   
6. It will be the supervisor's decision whether to send the call to dispatch after checking with the appropriate dispatcher. Factors will include (but are not limited to) the nature of the call, the number and nature of other calls, status of available patrol cars, etc.
   
   
7. If the call does not go to a dispatcher, continue to update the supervisor with the latest information from the caller.
   
   
8. If the call goes to dispatch, the supervisor will assist the dispatcher by monitoring the call while the dispatcher handles radio traffic. Do not ask the caller questions which would indicate they are being encouraged to chase. However, questions for clarification of information or about the caller's safety may be asked.
   
   
9. All operators should be alerted in case other people attempt to call about the incident, or in case the call is disconnected and the original caller calls back. (Mobile calls can often be disconnected accidentally as a vehicle moves through different areas.)

 When a Public Service Answering Point (PSAP) receives a wireless telephone request for a public safety agency service, regardless if the caller is within the PSAP's boundaries, the call will be accepted and routed to the appropriate responder either by the transfer or relay method.  The caller shall not be told to call a different number.

 Background:

Concerns were raised regarding dispatching the closest ambulance agency to emergency service requests and the issue of contracted service areas for Emergency Medical Service (EMS) providers.

Following a meeting with representatives from the Attorney General's Office, Department of Public Health, State Police, and Emergency Telephone Service Committee the following guidelines were provided to 9-1-1 centers developing their tentative service plans--dealing with EMS ambulance services.

In compliance with the Public Health Code:

• The 9-1-1 tentative service plan guidelines should be developed within geographical areas based upon local governance, and
  
• 9-1-1 emergency service dispatches (including ambulance calls) are required by statute to send the closest appropriate vehicle to the scene of the emergency. These service calls are not bound by contractual agreements, either public or private, but instead by the concept of what is best for a citizen during an emergency situation. Thus, in consideration of deciding to dispatch an ambulance, faced with choosing based on a contractual basis, the PSAP should always decide in favor of the closest vehicle concept.

It was agreed upon that if a citizen accesses 9-1-1 they are accessing a public service. As a public service, ambulance service contracts are not a factor or consideration in deciding who to dispatch. Instead, the closest appropriately licensed and available responder (to the emergency), regardless of contracts between local units of government and private citizens, should be sent.

To this end, when developing a tentative 9-1-1 service plan, the establishment of primary geographic service areas (in lieu of vehicle locators) for EMS providers will provide the most expedient way to make dispatch determinations. If EMS ambulance services question a geographical service area articulated in a tentative service plan on the basis that it fails to adhere to the closest vehicle concept, they should be invited to request their local Medical Control Authority to review their concerns, and if it deems it appropriate, to provide written advice to the 9-1-1 board for its consideration in the dispatching of emergency medical services. Such written advice should be taken into account by the 9-1-1 board in determining the geographical boundaries for the ambulance services in the 9-1-1 service plan.

The Public Health Code speaks to this issue in two areas:

Sec. 20919 (1) A local medical control authority shall establish written protocols for the practice of life support agencies and licensed emergency medical services personnel within its region. The protocols shall be developed and adopted in accordance with procedures established by the department (Department of Public Health) and shall include all of the following:

(a) The acts, tasks, or functions that may be performed by each type of emergency medical services personnel licensed under this part.

(b) Medical protocols to ensure the appropriate dispatching of a life support agency based upon medical need and the capability of the emergency medical services system.

Sec. 20909 (9) "Statewide emergency medical services communications system" means a system that integrates each emergency medical services system with a centrally coordinated dispatch and resource coordination facility utilizing the universal emergency telephone number, 9-1-1, when that number is appropriate, or any other designated emergency telephone number, a statewide emergency medical 2-way radio communications network, and linkages with the statewide emergency preparedness communications system.

It is the recommendation of the ETSC that Michigan's Wireless PSAPs develop internal policies and operational procedures to oversee the accuracy of wireless 9-1-1 location data.

Recognizing that each PSAP has varied operational procedures and levels of resources, it is strongly urged that PSAPs develop an internal policy within the framework of the individual PSAP to verify Phase II wireless 9-1-1 ALI information. 

  Inconsistencies in wireless 9-1-1 locations should be reported in writing to the proper wireless providers.  Unresolved accuracy issues should be referred to the State 9-1-1 Administrator.