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165 <br />D RAFT North Carolina 911 Board Operating Standards — Version 04/14/2011 D RA FT <br />1 6.2.6 Telecommunicators and Supervisors shall be trained in TDD /TTY procedures, with training <br />2 provided at a minimum of once per year as part of the Annual Training. <br />3 6.3 Staffing. <br />4 6.3.1 There shall be sufficient Telecommunicators available to affect the prompt receipt and processing <br />5 of emergency calls needed to meet the requirements as specified herein. <br />6 6.3.2 After January 1, 2013 a minimum of two (2) Telecommunicators must be available at all times 24 <br />7 hours per day, 7 days per week, 52 weeks per year to immediately receive and process emergency calls. <br />8 6.3.3 Where communications systems, computer systems, staff, or facilities are used for both <br />9 emergency and non - emergency functions, the non - emergency use shall not degrade or delay emergency <br />10 use of those resources. <br />11 6.3.3.1 A Public Safety Answering Point shall handle emergency calls for service and dispatching in <br />12 preference to nonemergency activities. <br />13 6.3.4 The PSAP and emergency response agencies shall develop standard operating procedures that <br />14 identify when a dedicated Telecommunicator is required to be assigned to an emergency incident. <br />15 6.3.5 Telecommunicators shall not be assigned any duties prohibiting them from immediately receiving <br />16 and processing emergency calls for service in accordance with the time frame specified in the Operating <br />17 Procedures. <br />18 6.4 Operating Procedures. <br />19 6.4.1 Ninety (90) percent of emergency calls received on emergency lines shall be answered within ten <br />20 (10) seconds, and ninety -five (95) percent of emergency calls received on emergency lines shall be <br />21 answered within twenty (20) seconds. <br />22 6.4.1.1 Compliance with 5.4.1 shall be evaluated monthly using data from the previous month. <br />23 6.4.2 The Public Safety Answering Point is required to provide pre - arrival medical protocols as set <br />24 forth by the North Carolina Office of Emergency Services, Health and Human Services in the initial call <br />25 reception or by the responsible EMS provider on behalf of the primary answering point. <br />26 6.4.3 For law enforcement purposes, the Public Safety Answering Point shall determine time frames <br />27 allowed for completion of dispatch. <br />28 6.4.4 When emergency calls need to be transferred to another PSAP, the Telecommunicator will <br />29 transfer the call without delay. The Telecommunicator will advise the caller: "Please do not hang up; I am <br />30 connecting you with (name of the agency)." The Telecommunicator should stay on the line until the <br />31 connection is complete and verified. <br />32 6.4.4.1 The Public Safety Answering Point shall transfer calls for services as follows: <br />33 (1) The call for service shall be transferred directly to the Telecommunicator. <br />Page 12 <br />