Agenda. 7. Reports a. Updates from ECN i. FirstNet Governor Opts in ii. PSAP Continuity of Operations Plan (P6-17) 1. COOP Plan Mandate (P18)

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1 Central Minnesota NG911 Committee Thursday December 14 th, :00 a.m. Douglas County Public Works, 526 Willow Drive, Alexandria Conference Call Bridge: , Access # Agenda 1. Call to Order 2. Roll Call and Introductions 3. Revisions and Approval of Agenda 4. Approval of Minutes from November 9 th, 2017 Meeting (P1-5) 5. Communications 6. Nominations for Chair and Vice Chair 7. Reports a. Updates from ECN i. FirstNet Governor Opts in ii. PSAP Continuity of Operations Plan (P6-17) 1. COOP Plan Mandate (P18) iii. Text-to-911 Statewide Operational Standard (P19-23) iv. Text-to-911 Fact Sheet (P24) b. Statewide NG911 Committee c. Statewide NG911 GIS Subcommittee 8. Minnesota State Patrol 9. General Discussion a. CM NG Draft Meeting Schedule (P25) Action Item b. O&O/Users CM Standards Workgroup volunteers c. SECB Strategic Planning Session Representatives for NG911 d. CM NG911 Telecommunicator Best Practices Guide Distributed e. Other issues 10. Upcoming Meetings a. January 11th, 10:00 Conference Call b. February 8 th, 10:00 Conference Call

2 Central MN Next Generation Committee Meeting Thursday, November 9, :00 AM NG911 COMMITTEE MEMBERS/ALTERNATES PRESENT: 1. Joyce Zika Benton County 2. Mike Henrion Douglas County 3. Jason Wendt Grant County 4. Rich Christianson Meeker County 5. Al Fjerstad Mille Lacs County 6. Jane Holman Morrison County 7. Judy Siggerud Otter Tail County 8. Laura Anderson Sherburne County 9. Michele Burke Stearns County 10. Judy Diehl, Chair Stevens County 11. Tracy Koosman & Sheriff John Holtz Swift County 12. Erica Pennar Wadena County 13. Sheriff Fiedler & Billijo Porter Wilkin County NG911 COMMITTEE MEMBERS/ALTERNATES ABSENT: 14. City of St. Cloud 15. Big Stone County 16. Kandiyohi County 17. Pope County 18. Todd County 19. Traverse County 20. Wright County GUESTS: 1. Brandon Larson City of St. Cloud 2. Mary Lieser Stearns County 3. Caitlin Christenson Stevens County GIS 4. Chelsey Bagent Swift County GIS 5. Tuan Le GeoComm 6. Tim Boyer State Patrol 7. Dustin Leslie 911 Program Analyst, ECN CALL TO ORDER: Meeting called to order by NG911 Chair Judy Diehl at 10:02 a.m. INTRODUCTIONS: Introductions were conducted. There was a quorum for the NG911 Committee. APPROVAL OF AGENDA Morrison County made a motion to approve the NG911 Committee Agenda. Wilkin County seconded, motion carried. APPROVAL OF MINUTES Morrison County made a motion to approve the October 12, 2017 NG911 Committee minutes. Mille Lacs County seconded, motion carried. 1

3 Communications Tim Boyer with State Patrol joined the call. An article was in Mission Critical regarding LaaSer911 patent for their technology. If anyone wants the link Brandon Larson can send it on. Chair Diehl explained on January s Statewide Next Gen 911 Kelli Peters had highlighted LaaSer that it is like RapidSOS. It is embedded in cellphones already. Hopefully start receiving better cellphone location. REPORTS: Updates from ECN i. FirstNet Governor Opts in Governor Dayton did opt in for FirstNet. You can look at the letter from Melinda Miller. We also have the letter from the Governor in the packet. ii. iii. PSAP Continuity of Operations Plan Several were at the workshop in St. Cloud. They did announce that every county or PSAP will have to have a COOP plan by March of next year. We posted the draft plan online, a modifiable Word doc. Hopefully, we will work on them next month at the in-person meeting. Some counties already have them in place. They need to go before the SECB in March/April. If you have to abandon the PSAP how will you still function, page the Fire Department, take 911 and admin calls, etc.? Text-to-911 Statewide Operational Standard Standard has gone through the committee. Jody, Al and Holly were on the committee. This will be a living document as we start taking more texts. Al noted the first thing we talked about was that things would be updated or changed as we learn more after we learn how operations go. Statewide NG911 Committee Meeting was last month. Statewide NG911 GIS Subcommittee Adam Iten sent out the update today. Chair Diehl sent out the document included in his , and read Adam Iten s Unfortunately I am unable to attend the Central NG911 Committee meeting today, so I m attaching a project update that you may distribute, along with some key items for today s meeting. Here are the main GIS project items to highlight at today s meeting: 1. The MnGeo NG911 team would like to wrap-up the initial PSAP boundary gap/overlap cleanup phase. All PSAP and GIS Managers are asked to complete their proposed changes and comments by Friday, November 17. From there, the MnGeo NG911 team will resolve, dissolve, and eliminate all remaining gaps/overlaps per the existing comments. An extract of the statewide PSAP boundaries is available on the NG911 Portal. 2. We invite all Central region counties to submit their latest and greatest GIS data to MnGeo, so we may run updated condition reports and assist the counties with preparing their data for NG911. MnGeo would like to move the Central region through the Data Preparation phases as quickly as possible. 3. The MN Address Point Standard (MAPS) is set to be formally approved by the MN Geospatial Advisory Council (MGAC) on December 6. That means MN will have a formal Address Point standard that will be used to develop the statewide Address Point dataset. The MAPS is a multi-use standard that meets and exceeds all NG911 requirements. The MnGeo NG911 team encourages all counties to maintain their Address Point data in the MAPS format and is available to assist anyone who needs help transforming their data. 2

4 Statewide NG911 GIS Subcommittee Document that Adam Iten included shows data readiness results from the data readiness kick-off meetings. Next page is blue status. In the Central Region, Stevens and Swift counties are complete, everyone else is still in-progress. On the next page, Swift County is in progress. Some show not started, but Chair Diehl thought they were started. Sheriff Fiedler said he thought Wilkin was started, but it is listed as unknown or unavailable. Fiedler had thought ProWest was taking care of that for us. Someone said it might have been submitted but they have not run the check yet. Chair Diehl said to reach out to Adam Iten or MnGEO, this is an important part of what we are trying to accomplish in order to get data ready. Al stated we do not have a good map. One issue is the possibility of a grant to become available at the first of the year. They would hire ProWest or GeoComm to do the work for them. LETG map is useless you cannot put any layers on it. For $30,000 someone will do the work. Diehl asked do you have a paper map? Al replied they use Google Earth. In our SOP in how we will try to locate where people are. Probably location is Phase I and not accurate. Mille Lacs County has had more text-to-911 than we anticipated. Accuracy is extremely poor. Diehl asked are you asking them to call? If they cannot call we try to call them. Mille Lacs County dealt with a kid for two hours playing with a phone around Douglas County. MINNESOTA STATE PATROL Tim Boyer offered to stand for any complaints or questions for State Patrol. Boyer explained that staffing continues to be an issue in the Roseville Center which serves your region. Will be down 14 positions, hiring 5 in the next couple of weeks. Every time we hire back we end up losing a couple. In terms of text, we have been involved with meetings at ECN with Dana and her staff. We are working through programming issues, which may, or may not, allow us to handle any texts calls in the foreseeable future. Will take transfer calls. On the hardware side we are ready to go, it is the software piece. Preparing for Super Bowl, Chair Diehl asked in the limitations of Minneapolis radios, do you know what the 205 has? Boyer responded the discussion will take place today. The 205 is almost built, it is huge with multiple pages. Talkgroups will be communicated with StatusBoard. Document is fluid. People are coming in from outstate. Houston had 5,000 police officers. Minneapolis has a fraction, so they have to rely on other smaller communities and the National Guard. Use of statewide and regional assets. If not in StatusBoard chain of command at PSAPs. Diehl checked with North Ambulance that they do have all STACS, they do have Diehl thought Brandon had checked with Life Link III. Boyer said keep in mind we need to keep high priority across the board available will be communicated to the PSAPs across the state. It is exciting to have Super Bowl in Minnesota. GENERAL DISCUSSION a. CM NG Draft Meeting Schedule Chair Diehl asked if there were any thoughts when to have the in-person meeting. August is full of vacations or county fairs. Sheriff Fiedler suggested September. Mille Lacs County motioned to move the in-person meeting from August to September. Wilkin County seconded, motion carried. Dustin Leslie called in at 10:28 a.m. saying that Dana is in another meeting. Leslie provided a brief update on text-to-911 and the operational standard. Trying to get the rest of the state ready. Working with the Metro Region next week. Next Wednesday the 15 th expect the Metro to be completely live. Southwest will be November 29 th to get the last three counties live. There was an issue with them being on shared call handling system. November 29 th the entire state will be live, with the exception of State Patrol. Dana is working on a communication plan with PIO for getting a public education document set-up to tell the citizens. With the operational standard we submitted the final draft to the statewide Next Gen 911 Committee. Update from Cathy about StatusBoard. 3

5 Updates from ECN (Continued from Page #2) Al asked when you say entire state does that include secondary PSAPs such as ambulance? Technically they will be live, will not be taking texts, but they can receive them, if you want to transfer you can. Mille Lacs County is live and we are getting a couple of texts-to-911 a day. Some are people trying it out, some are actual. We have had 5-6 actual. One was shots fired in Wright County. The reason she did it was because the microphone on her smart phone was broken. She could see the muzzle flash right outside her house. It was handled successfully. Passed it along to Wright County in real time. Actual from MIS report will to Dustin. Another was in the City of Onamia, one gal was on the couch with two guys fighting next to her. Al said he has concern with what will happen when we go live. Dustin responded we will try to tackle that with round #2 PSAPs. Mille Lacs County is a small PSAP. We would like PSAP managers to think about who will go live. Michele Burke from Stearns County has a meeting with Dan Craigie and Dana we were not supposed to go live until fully SIP. Stearns County is having an issue with getting a quote from Century Link. Michele said we need to be taking our own from 911, we have a large deaf and hard of hearing community. We will hopefully have more information at the O&O meeting after the call. Dustin responded we want everyone to take their own. Chair Diehl said a lot of agencies are looking at upgrading their CPE and looking at shared services too. If they have questions they can give Dustin or Dana a call. Al asked where are we at with MSRP? It can improve location accuracy. Al asked if he should be discussing with Century Link. Dustin suggested talking to Dan Craigie. Mille Lacs County is having a real hard time locating calls. It has been difficult to pinpoint a caller even with the Lat/Long. It is Phase I. One was on the phone over 2 hours with some kid playing in the back seat of his parent s car. Every time we would call the number he would hang up. Dustin responded location information is not as good as a wireless call. Standard will state to get the address from the caller each time. Al said it is difficult for him to know we will be live, will accuracy be better in another area? Dustin replied it is that way across the state. It is only like Phase I, it is completely different, and there will be location issues. Brandon Larson asked a question for ECN and Mille Lacs County, at the Regional Leadership, there was a comment made regarding a Beltrami County hypothesis. When an active text-to-911 session is open, that it was adversely affecting voice 911 calls for Ani/Ali voice calls. For your dispatchers sitting on a live text session, not sure if the same operation or PSAP was impacting voice calls. They had to do further testing. Al responded he has not experienced that. He has had texts to put on hold during other calls. Message from Cathy Anderson is that she has a meeting with Jackie on Monday. She did get an estimate for the upgrades to StatusBoard. GENERAL DISCUSSION (Continued) b. O&O/Users CM Standards Workgroup volunteers O&O plans to re-establish the Central MN Standards workgroup and is looking for volunteers. If you want input on how the standard is written watch the Workgroup Activities button for the standards being reviewed. c. SECB Strategic Planning Session Representatives for NG911 SECB is doing Strategic planning for We are wanting people who are part of 911. Chief Hughes, the board chair and vice chair will serve on that. It would be beneficial to have someone for Next Gen 911. If anyone is interested let Judy or Shari know. Al said he should probably throw his name in the hat because of where he is at with text-to-911, and/or Holly too. 4

6 GENERAL DISCUSSION (Continued) d. Other Issues Al reported Mille Lacs County had an odd situation a week ago. Text-to-911 screen showed a name called Smart Go. Down the screen it showed an error. Gave an altitude of 440 meters. First thing that came to mind was a drone or airplane. Phone number associated would ring and then go to a fast busy. Indication the battery was at 15% and gave Google Maps coordinates of Lat/Long. This call was actually a device, Help me I ve fallen and can t get up. Dana had found out from talking to the company that when the device s battery gets low they will textto-911. Normally when you push the button it is to go to a Communication Center. It is a known issue they are working on. It was plotting right in the middle of Lake Osakis in Douglas County. Kept plotting there, then stopped. Douglas County dispatched a deputy to walk the shores. Mike Henrion reported he did reserve the room from 9-2 on September 13 th, 2018 at Douglas County Public Works. Sheriff Holtz reported Swift County last Saturday had a person who called 911. Family member was in Stearns County. Tried transferring to Stearns, but could not transfer anything. Did shut down all equipment. Chair Diehl asked if they were using the flash and the star code. Caitlin Christenson cited an from the Auditor Treasurer about a Ron Reiss, Managing Director, Leasehold Finance Advisors from a Gmail account. Caitlyn read the about a creation of a nation-wide database of cell phone tower sites requesting parcel information. Stevens County passed it along to Dana and she said do not do the work for them. Chair Diehl thinks they are doing datamining. They can get the information they need from the FCC. You have no obligation to help them if you get the . TRAINING OPPORTUNITIES a. ARMER Radio Trainer 2 Day Class December 5 th and 6 th in the Stevens County EOC UPCOMING MEETINGS a. December 14 th 10:00 a.m. Douglas County Public Works or Conference Call We will be working on COOP plans as part of the meeting, and more information on standards. ADJORNMENT: Mille Lacs County made a motion to adjourn the meeting. Swift County seconded and the motion was carried unanimously at 10:53 a.m. Minutes by Shari Gieseke. 5

7 (Insert County PSAP Logo) CONTINUITY OF OPERATIONS PLAN Insert county/psap name hereclick here to enter text. Page 1 of 12

8 Date COOP Plan completed: Completed by: PSAP Manager Name: Phone Number: Fax Number: Address: Alternate PSAP Contact: Phone Number: Fax Number: Address: PSAP Physical Address: PSAP Mailing Address (if different): Technical services provided to the PSAP by: Name: Phone Number: Page 2 of 12

9 COOP Plan Reviewed and Tested Date Name Notes Page 3 of 12

10 CONTINUITY OF OPERATIONS (COOP) PLAN A workplace emergency is an unforeseen situation that threatens our employees, the public, and our first responders. It disrupts or shuts down our operation or causes physical or environmental damage. Emergencies may be natural or manmade and include the following: Floods Tornados Fires Toxic gas releases Chemical spills Radiological accidents Explosions Civil disturbances Severe weather Medical emergency Workplace violence resulting in bodily harm and trauma Network/equipment failure Backup generator failure A Continuity of Operations (COOP) Plan covers designated actions (your PSAP name) staff members must take to ensure employee safety from fire and other emergencies. In the event of an emergency at (location/psap name), in order to protect the life and safety of its employees and to provide continuation of public safety communications at an alternate facility, (your PSAP name) has developed a COOP Plan. ACTIVATION OF THE PLAN The COOP Plan will be activated when circumstances pose a considerable safety hazard to personnel in the building or when services to the public are compromised. The following are some examples of what might cause a COOP Plan to be activated: Fire Explosion Structural damage Natural gas leak Total loss of power involving generator failure Threat of hostile takeover of the PSAP The COOP Plan may be activated by: Who (i.e., PSAP Manager Captain Operational Sergeants Operations Manager/Acting Operations Manager Page 4 of 12

11 There are two types of COOP Plans that may be initiated: 1. IMMEDIATE: An Immediate COOP Plan will be initiated when the safety of Communications Center personnel is determined to be in immediate danger. 2. GRADUAL: A gradual COOP Plan will be initiated when certain outside factors pose a potential but not immediate threat to the safety of the Communications Center personnel. IMMEDIATE COOP PLAN 1. Any person authorized to activate the Plan will, if possible, make a verbal announcement, as well as a building-wide announcement using the overhead paging system if one is available. (include how to use the paging system what number to dial, etc.) SAMPLE EMERGENCY PSAP EVACUATION ANNOUNCEMENT Your attention please. The building is being evacuated. Please leave the building by the nearest exit. Do not use the elevator(s). Meet at the Evacuation Assembly point (north gate, etc.) (repeat two times with a 30-second interval.) The following steps are taken upon receipt of an evacuation notification: a. All personnel will exit the building and report to the Evacuation Assembly Point, which is located at (add the location of your Assembly Point. If you don t have one, this is a good time to make one and include an alternate Assembly Point location) b. The first employee to exit the building will try to take as many portable radios as they can, along with the Evacuation Envelope which includes (i.e., a Resource Contact Sheet, Prioritiy Dispatch Quality Assurance Guide, and a Jump Drive.) The Evacuation Envelope is located (add location possibly one at each exit inside the door). 2. Once all personnel are gathered at the Evacuation Assembly point, they will be accounted for by [add title of those responsible for doing accountability] (i.e., the lead worker, shift supervisor, on-duty sergeant, lieutenant, or captain.) 3. In the event that (insert PSAP name) is without power and the generators have failed, [insert applicable instructions here] (i.e., manually open the parking lot exit gate(s) by taking the following steps---). 4. The (who) or (who) will direct two TC s to (location) and two TC s to (location) and the balance of TC s to (location). 5. Once a team arrives at the (location) send a (i.e., city evacuation notification Everbridge/Code Red, etc.) and send current status updates periodically. 6. Designate one person to coordinate and provide directions to off-duty personnel with reference to responding or standing by for further instructions using your notification process. Page 5 of 12

12 7. The (who) or their designee will notify (who) at their earliest convenience. TRANSFER OF TELEPHONE SERVICE If it is safe to do so, enter the equipment room (location here i.e., behind Console 17) and (enter detailed procedures here, i.e., flip the PAD switch located.to Position B mode ) Once this is done, all 911 calls will be transferred to the (destination PSAP). If the telephone room is compromised, then notify (who and their phone number) to request the transfer. (INSERT PICTURE/DIAGRAM OF PERTINENT PHONE EQUIPMENT AND INSTRUCTIONS) Page 6 of 12

13 RESPONSE TO (LOCATION IF YOU HAVE A BACKUP CENTER OR YOUR DISPATCHERS WILL GO TO ANOTHER LOCATION) 1. (# - How many) Telecommunicators will be directed to immediately respond to the (location) and another (#) will be directed to the (location) to field transferred calls from the (original PSAP location name). There will be (number) CAD workstation(s) and one phone for employees to use. If possible, as many portable radios will be taken from the (location) for use at the (i.e., front desk, etc.) (Original PSAP location name) will transfer fire related calls to (name of PSAP) and police related calls to (name of PSAP). These personnel will remain there until (when? Or i.e., until the backup center at location is staffed and operational.) 2. Notify (appropriate names here) that they should transfer calls for service as follows: List all descriptions and numbers (i.e., for fire related calls ). OTHER INSTRUCTIONS AS NEEDED - - i.e.: 3. EMD will not be performed at the transitional dispatch center with the exception of those calls necessitating PAI s. 4. Station alerting tones can be activated from (the backup location). 5. Fire departments will monitor portable radios for call assignments. 6. Fire chiefs must have direct lines available for contact by the dispatch center. 7. Departments will be notified they are operating with voice only. 8 An announcement will be made on (pertinent talkgroups) that the transitional center is operational and that all radio traffic should be limited to emergency traffic only. Page 7 of 12

14 GRADUAL EMERGENCY ACTION 1. Any person authorized to activate the Plan will, if possible, make a verbal announcement as well as a building-wide announcement using the overhead paging system if one is available. (Include how to use the paging system what number to dial, etc.) SAMPLE EMERGENCY PSAP EVACUATION ANNOUNCEMENT Your attention please. The building is being evacuated. Please leave the building by the nearest exit. Do not use the elevator(s). Meet at the Evacuation Assembly Point (north gate, etc.,) (repeat two times with a 30-second interval.) The following steps are taken upon receipt of an evacuation notification: a. All personnel will exit the building and report to the Evacuation Assembly Point, which is located at (add the location of your Assembly Point. If you don t have one, this is a good time to make one and include an alternate Assembly Point location) 2. All dispatchers will make a verbal announcement over their dispatch talkgroups that (PSAP name) is being evacuated and that all field personnel need to communicate emergency traffic only directly with their respective departments until further notice on (talkgroup name). (do you want everyone on one talkgroup if you have fewer departments you dispatch for or on their respective mains? Who will be monitoring whose traffic) SAMPLE EMERGENCY EVACUATION ANNOUNCEMENT TO DEPARTMENTS All police/fire departments dispatched by (PSAP name) be advised we are evacuating our center. Calls have been transferred to (destination PSAP). (who will be monitoring your traffic and on what talkgroup(s). 3. Fire dispatchers will tone their respective fire departments and advise them that the PSAP is being evacuated and that they will be communicating on (what talkgroup or talkgroups) until further notice and that they should follow the (PSAP name) COOP procedures. 4. The on-duty fire chief (or who else) is responsible for notifying their respective administrative staff (do you want to include sending out Everbridge/Code Red notification to FD? Do you have a canned notification set?) 5. If it is safe to do so, switch 911 calls to (destination PSAP) using the (put detailed instructions for what to do here). Once this is done, all 911 calls will be transferred to the (destination PSAP) or (backup destination). 6. Any other pertinent instructions regarding notifications or transfers. Page 8 of 12

15 TRANSFERRING CALLS FOR POLICE SERVICE If you should receive a call for service from the following jurisdictions, please transfer the caller to the numbers provided. These are the numbers to individual police departments. (include days and time that PD s are closed or staffed part of the day i.e., Johnsonville PD is closed or staffed only part of the day so please transfer their calls to Andrews PD.) POLICE DEPARTMENT NUMBERS (list specific PDs and numbers in to them if more than one agency) TRANSFERRING CALLS FOR FIRE SERVICE If you should receive a fire call, please transfer to the station or cell number provided by that fire department. FIRE STATION AND PRIMARY/SECONDARY CONTACT NUMBERS (List specific PDs and numbers in to them if more than one agency. Have you gotten an alternate number for each FD in case something happens with the system?) 1. (Dispatch position #) will make an announcement over (what talkgroup i.e., point-to-point) that (PSAP name) is being evacuated and that all personnel are enroute to the backup facility at (location). Repeat twice. 2. (who) will send a page to all off-duty personnel that the center is being evacuated and to stand by for further information. (do you have all personnel included in a group page? Is there an easy way to notify all at once?) 3. The first employee to exit the building will try to take as many portable radios as they can, along with the Evacuation Envelope located at (each of the four exits from the building, etc.). 4. Once all personnel are gathered at the Assembly Point, they will be accounted for by the (who? On-duty supervisor, etc.?) 5. In the event that (PSAP name) is without power and the generators have failed, the gates must be manually opened by taking the following steps: (specific instructions, i.e., before attempting to start the manual disconnect process always turn the circuit breakers off, etc. Include pictures and detailed instructions, if necessary) Page 9 of 12

16 (PSAP NAME) BACKUP CONFIGURATION Insert picture or diagram of backup center with set up instructions SET UP COMPUTERS Locate the (i.e., laptops in the drawer located behind position 3). Place the laptops at their corresponding position. Locate the power and internet cords and connect to the laptops. Once they are all connected, begin at position 1 and bring up live CAD on the desktop and laptop. To access the login screen, ) The USERNAME should already be populated on all computers. If not, the USERNAME is (i.e., the dispatch or call taker position you are bringing up.) Put any other pertinent instructions for your backup center/location in here. (some may want to include listing of what zones are in specific PD / FD radios. As TC s arrive, assign them a position and have them test the radio to ensure each agency is on the correct talkgroup. If your center is not equipped to take calls or everyday radio traffic, make an announcement to limit radio traffic to emergency traffic only. SWITCHING 911 CALLS FROM (DESTINATION PSAP) TO (YOUR PSAP) BACKUP List instructions for making the switch. Once this is done, all 911 calls will be transferred from the (destination PSAP) to the (your PSAP) backup. LOGGING INTO PHONES List instructions for logging into phones, if applicable. Once all positions are manned with a call taker and dispatcher, prepare to activate the backup center. Each dispatcher should make an announcement on their respective main (or whatever talkgroup) that the backup center is active and all units should resume normal traffic with (your PSAP name). Operations at the backup center will be similar to operations at (your PSAP name) with the following exceptions: LIST EXCEPTIONS examples: Police will transmit emergency traffic only Will not handle VARDA, etc., alarms. Will not be able to activate county warning sirens for storm warnings. Backups (list) have been notified. Page 10 of 12

17 FIRE DEPARTMENT STATION ALERTING Are there other procedures at your backup center than there are at your PSAP? TERMINATING BACKUP OPERATIONS As soon as we are able to return to normal operations, we will begin manning (your PSAP name) before terminating operations at the backup center. Once enough personnel are at (your PSAP name), we will first flip the (list switches / procedures) back to the Normal position at (your PSAP name). We will then flip the switch at the (backup location name) to the Normal position. Once this is complete, calls wil be directed to (your PSAP name) again. (include drawing or picture for switch positions, if necessary.) SEVERE WEATHER PLAN If a tornado warning is issued that includes (your PSAP name), broadcast a warning throughout the building using the (building paging system) instructing everyone to move to (where) for shelter. MEDICAL EMERGENCY PLAN If a medical emergency is reported, dispatch (what ambulance service). Provide the following information: Location of victim(s) Nature of injury or illness Hazard(s) involved Nearest entrance 1. Ensure that trained responders should provide medical assistance. 2. Do not move victim(s) unless location is unsafe. 3. Control access to the scene. 4. Take universal precautions to prevent contact with body fluids and exposure to blood borne pathogens. 5. Meet the paramedics at the nearest entrance; direct them to the victim(s). Page 11 of 12

18 ITEMS TO CONSIDER WHEN CREATING YOUR COOP PLAN (This page not to be included in your plan) Identify current processes and procedures (governance, policies, sop s) Identify current hardware and software requirements (what do you currently use?) Identify future hardware and software needs (how will NG9-1-1 impact your PSAP?) Discuss personnel requirements (staffing/training) Logging during equipment failure Is there a UPS bypass switch? How long can the UPS and battery systems provide power? Who is responsible for keeping this plan accurate and updated? o How often will you be practicing/training and testing this plan? o Will COOP training be included in new employee training? Create fallback plans Considerations for matching fallback plans to the above requirements How do you support the plan? How do you train and exercise against the plan? Best practices for plan upkeep and revisions Page 12 of 12

19 3 EMERGENCY 911 COMMUNICATIONS SYSTEMS The county 911 planning committee shall include representation by emergency service providers and shall be responsible for developing the 911 telephone system plan as required by this chapter. Statutory Authority: MS s to History: L Sp1 art 2 s 102 to 110 Published Electronically: August 13, SUBMISSION OF FINAL PLANS. Each county shall submit a final plan to the Department of Administration and the Department of Public Service before December 15, 1979, and shall include the following information: A. the mailing address of the county, the names of the members of the county 911 planning committee, the date the plan is submitted to the Department of Administration, the scheduled implementation date of 911 telephone service, and the signature of the person authorized to submit the county 911 plan; B. a map of the county which shows the telephone exchange boundaries, and the PSAP location(s), and any other pertinent jurisdictional boundaries; C. the name and mailing address of the agency operating each PSAP and the name and telephone number of the PSAP manager; D. a description of the procedures and agreements for responding to 911 calls which are routed to a PSAP other than the one which serves the area from which the call originates; E. a description of the 911 system routing and switching configuration with pertinent technical equipment specifications; F. a description of the trunk routing, a description of the central office equipment to be used, and the trunk mileage computations if the proposed 911 system included selective routing; G. an itemized list of estimated recurring and installation costs for all proposed telephone equipment and service (these estimates shall be provided by the telephone companies at no charge and shall be signed by an authorized telephone company employee); H. a certification from the county board that the plan meets the requirements of those public service agencies whose services will be available by dialing 911; I. a list of all participating agencies whose services will be available by dialing 911 with the following information for each listed agency: (1) agency name; (2) agency mailing address; (3) name and telephone number of the agency head; (4) a brief description of the services to be provided; and (5) a description of current and proposed dispatching procedures; J. a description of the secondary means of providing service in the event of the failure of either or both of the following: all or a portion of the 911 emergency telephone system; or failure of PSAP primary electrical power. Copyright 2009 by the Revisor of Statutes, State of Minnesota. All Rights Reserved.

20 Minnesota Standards, Protocols, Procedures Document Section Call Handling Status: Committee State Standard Number Date: 00/00/00 Standard Title Text-to Statewide Operational Standard Date Established 00/00/00 SRB Approval: 00/00/00 Replaces Document Dated 00/00/00 Date Revised 00/00/00 1. Purpose or Objective The purpose of this operational standard is to standardize the method of receiving and processing Short Message Service (SMS) text-to calls throughout the State of Minnesota. Use of this operational standard will promote the standardization of text-to call handling among jurisdictions across the state. The purpose of text-to is to provide a means of communication between the caller and the Public Safety Answering Point (PSAP) when it is not feasible for callers to make a traditional voice call. 2. Background Capabilities PSAPs that have Customer Premise Equipment (CPE) capable of handling text-to calls and is directly connected to the statewide Emergency Services IP Network (ESInet) will be allowed to take text-to calls after they submit a Plan Change letter to the Minnesota Department of Public Safety (DPS), Emergency Communication Networks (ECN) Division. Each position in the PSAP should have the ability to process all calls that require the use of SMS text-to calls. Constraints Constraints of text-to include caller location accuracy. Text-to provides the geographical coordinates of the cell sector centroid to the PSAP. This provides a comparable accuracy factor to that of phase one wireless data. Text messaging to is a best-effort service that utilizes the public SMS text network. As with any SMS texts, there is no guarantee on the speed of delivery, or if the SMS message will be delivered at all. SMS messages may also appear out of order. Accordingly, it may take longer for a call taker to process an SMS text to request than a traditional voice request, which, in turn, may lengthen the public safety response time. When the caller s phone is in roaming mode, the text will not go through to the PSAP. They will receive a bounce-back message telling them to dial Text-to Operational Standard 911 Standard SECB Approval 1

21 The call taker should consider keeping the session open until responders have made contact with the caller. This will allow for gathering additional information if necessary. Before the call is released, a message should be sent to the caller indicating that the session will be ending. A text-to session cannot be restored or initiated unless the caller messages again in a new session. 3. Operational Context Callers who find themselves in a situation where they are only able to text, or individuals who are hearing or speech impaired, may opt to use text-to Voice communication is still the preferred medium to reach and will be promoted as such throughout the state. 4. Recommended Protocol/ Standard A) Text-to Call Processing Considerations 1. Calls received via SMS messaging will come into the PSAP on a designated queue. 2. The text message screen will show the latitude/longitude of the centroid of the cell sector (similar to wireless phase 1), not the location of the caller. The call taker can rebid the location information if necessary. Location information may or may not improve with a rebid. To rebid, the call taker must enter the command #L into the text box and send it. 3. Due to limitations with SMS messaging, messages shall be limited to 160 characters before sending the message. If the caller goes over 160 characters, the call will be broken up into multiple messages. It is possible for the messages to arrive out of order. 4. Call takers will process all text-to messages with the same priority as they do with all other calls. 5. The PSAP should have a generic opening message that does not identify the PSAP in order to avoid confusion since regional PSAPs are being used to take texts for other agencies. B) Text-to Call Processing 1. The address or location must be verified on all text-to calls as well as the phone number the text is coming from. A mistyped or autocorrected street name by the caller may provide the call taker with a wrong address. 2. The call taker should ask the caller if they can call in by voice (if it is safe to do so), unless it is made clear from the onset of the call that the caller is only able to communicate via text. Text-to Operational Standard 911 Standard SECB Approval 2

22 3. It is recommended that PSAPs have an alternative option for initiating outbound texts, such as a PSAP cellular telephone, for situations where additional information may be needed and the text session was terminated. - If an alternative option is utilized, a general do not reply disclaimer should be used. (i.e. CAUTION- DO NOT REPLY TO THIS NUMBER Please call if assistance is needed. This telephone is not monitored or used to reach ) 4. The caller will receive a Dialog has been closed by message when the call taker releases the call. 5. If the PSAP does not answer the call within 30 seconds, the Text Control Center (TCC) may terminate the call and send the caller a message asking them to call and advise that was unreachable. This varies according to the CPE that the PSAP uses. 6. After 30 minutes of no activity in the session, the TCC will close the text session and send the caller a message advising that the dialog has been closed. C) Relaying a Text to Another PSAP Without Texting Capabilities 1. If a text message is received and it is determined that the emergency is occurring in another jurisdiction, all pertinent information will be gathered and relayed by phone, radio, or whatever means the PSAP has to the appropriate PSAP for dispatch if that PSAP does not have text-to capabilities. 2. The appropriate PSAP will be notified of the incident as soon as the receiving PSAP is able taking into consideration factors such as the nature of the situation, priority, and when the call taker has adequate information. 3. The text session should be kept open until it is appropriate to release the call in case additional information is needed. 4. The PSAP should document the text-to call according to their PSAP Standard Operating Procedures (SOPs). 5. At no point should the caller be advised that they have reached the wrong PSAP and need to dial a different number to reach the correct PSAP. 6. All text-to calls will be recorded and archived the same way as a voice call. D) Transfer of Text-to Calls 1) If the incident needs to be transferred to another PSAP that is capable of receiving SMS messages, the call taker will transfer the text-to call through the TCC to the receiving PSAP. Text-to Operational Standard 911 Standard SECB Approval 3

23 2) When the originating PSAP drops off during a transfer conference, the caller may receive a disconnect message. It is recommended that the transferring PSAP maintain the threeway conversation and not drop off or send the caller a message saying there will be a disconnect message. When transferring a text call, the transferring PSAP will advise the caller which PSAP they are being transferred to and relay pertinent details in order to ensure a successful transfer. 3) The TCC transfers using the #T command along with a PSAP transfer code. The receiving PSAP will receive the caller s location and telephone number information. 4) The PSAP can use the private chat feature (#P) PSAP-to-PSAP in order to communicate sensitive information without the caller s knowledge. 5) If the PSAP is not able to transfer the text, the call taker will take pertinent information and relay to the appropriate PSAP. Once the initial response information has been exchanged, the agencies involved may choose to designate a talkgroup for continued incident communication or use telephone to relay incident updates. 5. General 1. Pre-set messages are available and configurable according to agency protocol. The use of pre-set messages is recommended. 2. When pre-set messages are being used, the following order of questioning should be used at the beginning of a text session: - What is your location? - Can you place a voice call? 3. If there is no response from the caller, the call taker will attempt to contact the caller by sending a text message back. If there is still no response, the call taker will leave the text session open and allow it to expire. - If there is an indicated emergency in the initial message with an unknown location, the call taker must use other methods in an attempt to locate the caller including: rebidding the location, contacting the carrier for pinging the phone for better location information, or retrieving subscriber information. The call taker may also place a voice call to the caller in order to obtain critical information. However, if the initial message indicated an emergency where a callback could compromise the safety of the caller, the call taker will exhaust other methods in order to locate the caller first. 4. If subscriber information is needed, the call taker should contact the appropriate carrier for that information similar to the process for a wireless caller. If the carrier is unknown, contact one of carriers to find out which provider the caller used. 5. Call takers should avoid the use of texting lingo. The call taker should only use plain language. The call taker should not use emojis when messaging a caller. Text-to Operational Standard 911 Standard SECB Approval 4

24 6. If the call taker experiences a language barrier with the caller, the call taker should first determine if the communication barrier is due to texting lingo by asking the caller can you use plain English? If it is determined that Language Line services are needed, a conference call will be established according to the agency s protocol. 7. If the PSAP is unequipped to get their own transcripts for text calls, the call taker or supervisor should create a request to the West TCC to get that information. 6. Management The Statewide Emergency Communications Board (SECB) Next Generation Committee (NG9-1-1) is responsible for the oversight of the standard. It is required that PSAP managers implement this standard and train their personnel accordingly. Text-to Operational Standard 911 Standard SECB Approval 5

25 Text-to-911 is now available throughout Minnesota. The service was deployed in December Text-to-911 can be the first contact option for individuals who are deaf, deafblind, hard of hearing or those with speech impairments. Text-to-911 should only be used when a person can t safely make a voice call. Examples: When someone must stay quiet to remain safe. If peer pressure is strong. Text-to-911 is a discreet way to report domestic violence, home invasions, human trafficking, and suicidal individuals. HOW TO TEXT Enter the numbers 911 in the To field. 2. Text your exact location and type of emergency. 3. Send the message. 4. Promptly answer questions and follow instructions. TIPS: Use simple words. Do not use abbreviations, emoji s, pictures or slang (BRB, IDK, THX, 2day and BTW). Do not text and drive! Texting 911 with a false report is a crime. If you accidentally send a text to 911, send another text, or call 911 to let the dispatcher know that there is no emergency. DID YOU KNOW? Emergency response may be lengthened due to the time it takes for a text to 911 to be typed and sent. Delivery speed is not guaranteed. Dispatchers prefer calls so they can get cues from background noise and voice inflections. If you text to 911, dispatchers will ask if they can call you. Location is not as accurate with text as it is with a call. Be sure to text your exact address. A text or data plan is required to use Text-to-911. Texts to 911 will get a bounce back message if you are roaming. Texts to 911 have a 160 character limit, can get out of order, or may not be received. There is no language translation service for texts to 911.

26 2018 CENTRAL MN Next Generation 911 Committee MEETING SCHEDULE (These are tentative dates and are subject to change.) Date Time Location January 11 10:00 a.m. Conference Call February 8 10:00 a.m. Conference Call March 8 10:00 a.m. Conference Call April 12 10:00 a.m. Douglas County Public Works/Conference Call May 10 10:00 a.m. Conference Call June 14 10:00 a.m. Conference Call July 12 10:00 a.m. Conference Call August 9 10:00 a.m. Conference Call September 13 10:00 a.m. Douglas County Public Works/Conference Call October 11 10:00 a.m. Conference Call November 8 10:00 a.m. Conference Call December 13 10:00 a.m. Douglas County Public Works/Conference Call