Body: Council Type: By-law Meeting: Regular Date: 2014 Collection: By-laws Municipality: South Frontenac
[View Document (PDF)](/docs/south-frontenac/By-laws/2014 By-laws/2014-32 - Schedule - 9-1-1 CERB Agreement.pdf)
Document Text
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OPP PROVISION Of
9-1-1
CENTRAL EMERGENC REPORTING BUREAU
(CERB) SERVICES 2014 Version
OPP 9-1-1 CERB Services The Ontario Provincial Police (OPP) has over ninety years of experience in providing
services to mumcipalities throughout the Province of Ontario. Many of the services, including poUcing, communications and 9-1-1 Central Emergency Reporting Bureau (CERB), are provided under contract.
Trained personnel have expertise in bbfh call taking and dispatch functions and are available to provide 9-1-1 CERB services 24 hours per day, seven days per week.
Presently, the OPP has over 90 contracts for 9-1-1 CERB Services (also known as PPSAP; Primary Public Safety Answering Point), with municipalities and Local Services Boards across Ontario.
If a Municipality chooses to accept an OPP contract for the provision of 9-1-1 CERB
services, the resources of the Provincial Communications Centre will focus on meeting
the needs of the Municipality, as set out in the contract. Advantages to the Municipality include: . . .
assurance of the adequacy offhe service; utilization of effective, state offhe art technology; service provided at a defined cost.
The following information contained in this document describes CERB services as provided by the OPP
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Technical and Operational Information Provincial Communications Centres Providinff Call Recention
A Provincial Commmiication Centre is the incoming call centre and acts as the primary
interface between fhe public and the OPP for both routine and emergency calls, including
9-1-1. The OPP currently operate five (5) Provincial Communication Centres in Ontario. All OPP Provincial Conummication Centres operate in compliance with the provisions of
Ontario Regulation 3/99 governing the adequacy and effectiveness of police services
(Adequacy Standards). The OPP currently provides 9-1-1 CERB services to numerous municipalities throughout the province.
The OPPvnU pro^de year-round 9-1-1 CERB services to the MumcipaUty, 24 hours per
day through one of two Provincial Communication Centres. The North Bay Provincial
Commmucation Centre is designated as the primary call reception centre, witih the OriUia Provincial Communication Centre serving as the backup location. This will be required
as part of fhe Bell conversion (cutover) plan. Staff and system requiiements necessary
for &e provision of tihis s^cetoti^emumclPa^ty W1U be available upon acceptance of
the QPP as the provider ofCERB services. 9-1-1 calls will be answered and directed to the various public safety agencies within tiie mtmicipality’s PERS E9-1-1 service. In order to accommodate 9-1-1 CERB responsibilities for the municipality. Bell PERS will be required to install circuits to direct the calls appropriately to the OPP. This work will be done without any cost to the municipality as part of a cutover plan. StafGne of Provincial Communication Centres
The OPP staffsia11 Pf its Pro^icial Commumcation Centres, including the Norih Bay location, with OPP personnel, both civUian and unifonn. The OPP also manages all of
tep^oimel and eqmpmeat mti^se f^Uitiesreqmred to receive and process aU emergency calls du-ected to the CERB. A Provincial Commumcation Centre is normally staffed based on historical workloads mid software that identifies fhe number of required
personnel to adequately me^t the OPP Grade-of-Service target. During normal
operations the call-taker and dispatcher functions are separated, alfhough all operators are framed tci perform either role. On-duty senior civilian Commimication Operators and Sergeant Team Leaders provide full time supervision and support.
In addition all OPP Provincial Communication Centres, including the North Bay CERB
location, have a Sergeant Teeim Leader on duty at all times (24 hours a day, 365 days a
year) to provide full time supervision and support.
The OPP is fhorougUy familiar with the operation of the PERS E9-1-1 system, as it is a part of normal day-to-day operations. The OPP provides 9-1-1 downstream services for
most PERS E9-1-1 services throughout the province and is also a major public safety
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considerable experience in dealing with emergent situations and serving the public
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directly. This experience and fundamental orientation will be of benefit to the citizens of the Municipality. Trainine
The provision of communications is a mission critical service for the OPP and as such, considerable resources and training are dedicated to these functions. A quality assurance
program has been implemented to ensure employees are adequately trained and standard operating procedures are adhered to. All applicants for OPP communication operator positions are subjected to a rigorous screening process involving interviews, testing (CRETTCALL), grammar and computer skills; and security checks. Once hired, they receive extensive training in a classroom environment, followed by practical training in the Provincial Communication Centre, and are matched with a peer monitor during fheir initial transition. The operation of PERS E9-1-1 is performed utilizing the Bell Canada Standards Manual. The OPP is a primary and secondary CERB provider for numerous 91-1 services and operates in this environment continually. Standards
The OPP operation is guided by OPP Standard Operating Procedures that incorporates the Bell Canada Standards Manual. These procedures are applied consistently to all OPP 9-1-1 customers. The OPP currently has a service level objective of answering 95% of all 9-1-1 calls within 2 rings. This performance level is normally exceeded. Perfonnance of all call answering activity is measured and reviewed daily. The 9-1-1 CERB calls are the highest rated priority in the system and are always answered first.
Note: The standard ringing cycle is 6 seconds and is fixed by fhe telephone company. Accordingly, the maximum time for 2 ringing cycles is 12 seconds from start to finish. Each Provincial Communication Centre is equipped with digital reader-boards that
display the number of calls waiting in the queues and the time for the longest outstanding call. During peak periods the reader boards are programmed to sound an audible alarm at
preset limits showing the number of calls waiting and the time for tfae longest outstanding call. Immediately upon an alarm soundiag, prompt action is taken to address the situation to relieve pressure. Team leaders continually monitor call activity and assign duties as
required by the situation. When call activity is consistently high, bmlt in Automatic CaU Distribution (ACD) provides system flexibility, allowing commumcator team leaders to
re-assign call taking duties to address call volume fluctuations. Durmg peak periods the reader boards are programmed to sound an audible alarm at preset limits showing the number of calls waiting and the time for the longest outstanding call. Immediately upon an alarm sounding, prompt action is taken to address the situation to relieve pressure. Use of this equipment facilitates efficiencies in call answering.
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Redundancy and Back-up Sites
Bo&tihe pnma^ CERB(Ae North Bayprovlna[al commumcation centrc) and the back-
up location (the Orillia Provincial Communication Centre) are equipped with the same
types of equipment and provide equivalent operation and service.
Telephones: Witfain each Provincial Communication Centre, there are two (2) telephone
systems that back up each o&er, totaling four (4) systems. The main AVAYA CS’IOOM
system includes redundant CPU memory and network, and is supported by a back-up AVAYA CS100E and an AVAYA Aura Contact Centre Server ACD tfaat prbvides-fuU functionality fo^call-taking and dispatch operations in the event of a main CS100M
system failure. The systems can be transferred from one to the other, either automatically
or manually, as the situation requires.
POWCT Supply: Both the primary CERB (the North Bay Provincial Communication Centre) and the back-up location (the OrUlia Provincial Communication Cente) are equipped with Uninterrupted Power Supply (UPS) systems. Power to the Provincial
Commumcation Centre is provided through banks of batteries, which are continually ^I/£!n!ra^Ls.et-_a^^s..Td.ciontirlues,to charge.the ^attely system- Ts design promotes a stable environment enhancing the operation of computer systems. Either ProvmcialCommumcationGmtou capable of remainmg on line indefinitely, provided recharged by AC power. In the event that a failure of AC power occurs, a diesel-powered
fuel for the generators is maintained. Evenwithout recharging, the battery system was
designed to provide power to the Provincial Communication Centre for a minimum of
twelve hours.
Back Up Site: The operation of a Provincial Communication Centre is mission critical to
the OPP. The OPP has developed plans to deal with various system failures or disasters.
There are several options to deal mtfi emergent situatiomuptoand including transferring
all operations to the back-up location This includes PERS E9-1-1 service (CERB and
secondary) and regular OPP direct dial services via 888-310-1122/33.
R should also be noted the telephone company services (regular Central Office and PERS E9-1-1) for both. fhe Orillia and North Bay Provincial Communication Centres provided via a fiber ring tfaat provided redundant access from the local Bell Central
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Office. Both locations are also served by different Bell DMS switching systems. IMulti-Lansuaee/Hearms-Voice Impaired Calls
All 9-1-1 calls arc initiaUy addressed in English. However, there are personnel on staff
within the Provincial Commwucations Centre on each shift who are conversant in the
French language. ^ The OPP ^ll respond, as provided by Ac French Language Services
Act, to both verbal inquiries and written correspondence received in French.
The OPP is a subscriber to Language Line Services (formally AT&T Language Services)
and regularly uses this service to access translation services. Each Provincial Commumcation Centre is equipped with two (2) TDD/TTY devices, which are connected
to tihe telephone systems and PERS E9-1-1 calls can be transferred as required. These
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devices are also utilized by the OPP to provide similar service through the direct dial 1888-310-1133 number.
MuIti-ChanneI Dieital Loesine Equipment
Both the primary CERB (the North Bay Provincial Communication Centre) and the backup location (the OrilUa Provincial Commumcation Centre) are equipped with MultiChannel Digital Logging equipment. Multi channel digital recorders also provide continuous long-term storage on a 24-hour per day basis. The logger recordings are retained on compact discs in a secure environment at the Provincial Communications Centres. The OPP utilizes the Digital Voice Disc (DVD) recorder system, which allows instantaneous access to all commumcations, mcluding 9-1-1 calls within the Provincial Communications Centre. This includes, but is not limited to, queries about conversations
over the radio system, tape requests, concerns from officers and dispatchers/call takers, and allows for the auditing of calls for quality control purposes. Records are retained for
a five (5) year period. DVD recordings of 9-1-1 related calls are the property of the OPP and no ownership can be accorded to the Municipality. These records contain other
proprietary mfonnation. Automatic Number/Location Identification Equipment (ANI/ALJ)
All communicator consoles are equipped with Informer panels for display of ANI/ALI data. All Bell PERS E9-1-1 ANI/ALI data and associated information received with each
individual E9-1-1 call is recorded on a hard copy printer. The PERS printer records are also kept in a secure environment at the Provincial Communication Centre with a
retention period of 180 days. The OPP only record the portion of the call where they are the Agency in control. Once the call has been transferred to the appropriate agency, it is no longer recorded by the OPP. The OPP is responsible for its own operations and can accommodate the reception of ANVALI data. The ANJ/ALI data will continue to be
downloaded automatically to ati secondary CERB agency systems as part of their interface to PERS E9-1-1, mcludmg the Mimstry of Health. Bell is the provider of ANVALI data. The OPP will use the PERS system to pass ANI/ALI data on to any other agency that has the capability to receive it.
The OPP does not manually log any calls. PERS E9-1-1 printer records are the property of the OPP and no ownership can be accorded to the Municipality. These records contain other proprietary information.
The OPP is prepared to provide to authorized individuals, copies of PERS printer data and /or copies of audio recordings, as it direcdy pertains to the Municipality’s CERB operation for purposes of civil litigation and/or criminal proceedings. Requests for such information must be received in writing at least 5 days prior to the end of the 180 day retention period, in the case ofPERS printer records, or at least 5 days prior to the end of the five (5) year retention period in the case of audio recordings. The OPP will retain the originals until such proceedings are complete.
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Online Conferencine
The Bell PERS system has a maximum conference capability of three (3) parties. In operation, tfae CERB will conference the originating 9-1-1 caller to the requested service
(poUce/fire/ambulance). It is then the responsibility of the secondary CERB that receives
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conference feature. Reports
The OFF will provide reports, the frequency of which shall be monthly or as determined in consultation witii the Municipality, which will show the overall efficiency of the CERB operation in answering 9-1-1 calls and the volume of calls handled for the Municipality.
The OPP notifies Bell of any identified addressing errors related to the ANI/ALI
addressing database. As a standard practice, the OPP reports any noted failures of the PERS system to Bell Canada. Costs
The OPP determines the costs for tfais service based on tiie population of the community.
The annual rate per capita is $0.561. Additional Charges:
The per capita rate shall remain constant for the term of the Agreement for CERB Services. The annual rate shall be reviewed at the end of every calendar year the
Agreement is m effect In the event that^fhe^residenti^ POP1ldation of ttle Mumcipality
increases or decreases by more tfaan 10% during either the previous year, or cumulatively
since the date fhe Agreement_ began, the annual rate shall be adjusted accordingly for the
following year, and the Municipality shall be obliged to pay the OPP the revised annual
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population figures found in the latest version of the Ontario Municipal Directory, or if not found there, then in other recognized sources. Allowances for business interruDfions:
Due to the equipment redundancy and back-up provisions, the OPP do not expect any
disruption to CERB service. To date there has been no service intermptions to CERB services that are attributable to the OPP. The OPP have committed significant resources
to the telecommunications infi-astructure to prevent disruptions md consequently are not offering any monetary allowances.
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