2024 026 RESOLUTION - Laserfiche WebLink

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On a non -responsive call, if the telecommunicator hears background noises that indicate an emergency is occurring, such as domestic violence or difficulty breathing, the telecommunicator SHALL initiate the appropriate response. The telecommunicator should continue to monitor the open line until contact is established or the call is disconnected. If the call is disconnected, the telecommunicator SHOULD attempt to re- establish contact once, at a minimum, to determine if assistance is needed. If no direct contact (line busy, no answer, voice mail) is made after the initial attempt, any additional attempts to contact the caller should be made in accordance with local policy. Regardless of the type or source, if a valid callback number is available a PSAP should attempt to reestablish contact with all hang-up, abandoned, or disconnected 9-1-1 calls for service once, at a minimum. 9-1-1 Misdialed Calls A call is classified as a 9-1-1 misdial when the caller stays on the line and admits to the misdial. The telecommunicator, at a minimum, should verify the location of the caller and attempt to verify that the call is actually a misdial. Repetitive Harassing 9-1-1 Callers Repetitive 9-1-1 callers create a type of denial of service (DoS) where their calls intentionally tie up a Telecom m un icator as well as potentially block out legitimate 9-1-1 calls. Pursuant to ORC 128.96 (G), "No person shall knowingly use a 9-1-1 system for a purpose other than obtaining emergency service." Violation of section 128.96 of the Ohio Revised Code is guilty of a misdemeanor of the fourth degree on a first offense and a felony of the fifth degree on each subsequent offense. 3.5 Cuvahoga County PSAP Training Program CECOMS PSAP training program provides PSAPs with support needed to maintain the highest standards in emergency call processing. Cuyahoga County provides training in Public Safety Telecommunications (PST), CPR, First Aid, Emergency Medical Dispatch (EMD) and NG9-1-1 system specific user training. PSAPs are required to advise the County 9-1-1 Coordinator when new dispatchers are hired as they will be required to take the NG9-1-1 system application training. PSAPs who are enrolled in the county EMD program will have opportunities throughout the year to enroll new and existing staff for PST and EMD training. All PSAPs are invited to participate in the county training program. 4 NETWORK EQUIPMENT As of the approval of this Plan, each PSAP is equipped with a designated number of positions that include NG9-1-1 system with mapped ALI, dual monitors, keyboard, CPU, Genovation keypad and a telephone handset. All positions are connected to the network which includes two geo-diverse hosted servers located at secure data centers. County -owned positions are those positions currently covered under the County's monthly maintenance contract with the NG9-1-1 system vendor. Furthermore, only those County -owned positions that were installed during the period commencing with contract execution through the end of 2017 will be eligible for the upgrade. Equipment purchased after 2017 does not qualify for the contractual upgrade. 26