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Public Safety Answering Points

A Public Safety Answering Point (PSAP) is a facility with enhanced 9-1-1 capability, operated on a 24-hour basis, assigned the responsibility of receiving 9-1-1 calls and, as appropriate, directly dispatching emergency services or, through transfer routing or relay routing, passing 9-1-1 calls to public or private safety agencies.

Currently, there are 26 PSAPs in Maine.

The Bureau plays an integral part in the PSAP's total operation. Each PSAP has between two and 12 Answering Position Units (APUs) that receive wireline and wireless Enhanced 9-1-1 emergency calls. The APU displays the name, address and callback number of a wireline caller. In the case of a wireless caller, the system displays the address of the wireless tower that delivered the call, the caller's cell phone number, and possibly, the approximate location of the caller. The equipment also handles calls from VoIP callers. The Bureau is in the process of deploying mapping software at each PSAP capable of plotting the location of the 9-1-1 caller. This will be complete by the end of February 2008.

Emerging new technologies such ACN (Automatic Crash Notification) and telematics such as OnStar present new challenges regarding the routing and location of emergency callers. Solutions for these new technologies are being explored on a national level and will be implemented in Maine as soon as they are deemed reliable and commercially available.

Report on Recommendations for Police and Fire Protocols Published

The Emergency Services Communication Bureau issued a report prepared by Mission Critical Partners that discusses the complexities concerning the introduction of structured police and fire protocols at Maine Public Safety Answering Points.

• Recommendations for Implementing Fire and Police Protocol Systems for Maine’s Public Safety Answering Points, February 2012 (Adobe PDF)
• Recommendations for Implementing Fire and Police Protocol Systems for Maine’s Public Safety Answering Points, February 2012 (Microsoft Word File)

PSAP Call Transfer Policy Issued

The Emergency Services Communication Bureau (Bureau), with the assistance of a group of PSAP and dispatch stakeholders, has issued a standardized call transfer policy to be used by all PSAPs when transferring calls to other PSAPs or dispatch only centers. The policy was supported by a vote of the Enhanced 9-1-1 Advisory Council on February 14, 2012. All PSAPs are expected to implement the policy and work with dispatch-only sites in their regions.

Call Transfer Policy Template

Call Taker Dispatch Orientation Power Point

2011 Annual PSAP Audit

The Emergency Services Communication Bureau (Bureau) was tasked by the 124th legislature (P.L. 2009 Chapter 617) to implement a quality assurance program to audit and monitor compliance with emergency dispatching standards, practices and procedures of PSAPs. The resulting review, which was completed in early 2011, recommended the adoption of a PSAP audit process.

PSAPs are asked to complete the 2011 PSAP Audit by December 16, 2011. Filing instructions are included in the document below.

2011 PSAP Self-Audit Tool

 

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