9-1-1 Call Answering Standard/Model Recommendation
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This document has been developed to serve as a model standard operating procedure for the calltaking function within Public Safety Answering Points (PSAPs).
To provide uniformity and consistency in the handling of 9-1-1, other emergency calls and administrative non-emergency calls, the following call-taking standards are recommended:
- Operational level of service
- Order of answering priority
- Answering protocol
- Information gathering
- Call transfer
In addition, this document provides guidelines for handling non-standard calls, such as abandoned, disconnects, misdials, unintentional, prank and misrouted calls (including nomadic VoIP calls).
A recommended course of action is described which will enable the telecommunicator to address data failures, such as the loss of ANI or ALI, equipment problems and redundant calls.