N.Y. Comp. Codes R. & Regs. Tit. 21 § 5202.2 - Standards

(a) All PSAPs shall be staffed 24 hours a day, seven days a week, by a minimum of two qualified, certified call-takers/dispatchers with at least one person designated as in charge.

(b) All PSAPs shall have staffing adequate to answer 90 percent of all incoming wireless 911 calls within 10 seconds of connection.

(c) All wireless 911 requests shall be dispatched immediately, or as soon thereafter as possible within the practicalities of responding to other 911 calls, in accordance with the PSAP's written policies and procedures for prioritizing service needs.

(d) All PSAPs shall have the following on file:

(1) a written job description for each job title staffed by the PSAP;

(2) a written procedure for the emergency recall of off-duty employees;

(3) a written procedure for quality control of services;

(4) a written policy and procedure for, or equivalent measures to assess, employee performance; and

(5) a written policy and procedure for the handling of customer complaints.

(e) All employees assigned to call-taker and/or dispatcher duties shall meet minimum training standards as required by the New York State 911 Board.

(f) All PSAPs shall have on file an organizational chart that is current and available to all personnel. The chart shall reflect the chain of command and lines of authority for communications within the PSAP and shall be organized in a hierarchy.

(g) All PSAPs shall have on file a written procedure that requires personnel to obey any lawful order of a superior transmitted by any duly authorized agent of that superior, regardless of rank involved, and which establishes procedures to be followed when a conflicting order or directive is received.

Notes

N.Y. Comp. Codes R. & Regs. Tit. 21 § 5202.2