Sample
PSAP Call Handling Agreement
(Call Transfer to Dispatch-Only Agency)

This Agreement made on the ______ day of ________________, ______ by and between ___________________________, the “PSAP”, and _________________________ ,the “Dispatch-Only Agency”, and collectively known as the “parties”.

WHEREAS, the installation of the Enhanced-9-1-1 telephone system will provide one common number to call to receive public safety assistance and is intended to assure the caller that his/her request for assistance will be answered and that the appropriate agency will be notified as a result of dialing 9-1-1; and

WHEREAS, the parties desire to formalize an arrangement whereby 9-1-1 calls are properly routed; and

WHEREAS, the parties desire to set forth in writing the terms and conditions of said arrangement for call handling;

NOW THEREFORE, the parties agree as follows:

1.	It is the purpose of this Agreement to establish call-handling procedures for 9-1-1 calls taken at the PSAP that must be transferred to the Dispatch-Only Agency to ensure that proper assistance will be rendered to a 9-1-1 caller.

2.	Definitions:

a.	PSAP – Public Safety Answering Point means 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.

b.	Dispatch-Only Agency – An entity, either public or private, which is duly authorized to dispatch emergency services within a designated area, but does not take 9-1-1 calls directly.

c.	PSAP Call Transfer Policy– A process whereby a call taker receives the call, takes the information from the caller and thereafter transfers the caller and or relays essential information to the dispatch agency having jurisdiction. Upon introducing the call, the sending PSAP must ensure the receiving dispatch center has established communication with the caller before disconnecting. 

3.	Duties performed under this Agreement are considered services to the public and this Agreement shall not be construed to create an employer-employee, principal-agent or co-partnership relationship between the parties.

4.	The cost of operating the PSAP and the Dispatch-Only Agency shall remain the responsibilities of the respective parties.

5.	This Agreement applies to Enhanced 9-1-1 telephone calls that are answered by the PSAP and need to be rerouted to the Dispatch-Only Agency.

6.	9-1-1 calls will be handled in accordance with the provisions set forth in the PSAP Call Handling Agreement Exhibit A attached hereto.

7.	TTY calls must be handled using the PSAP Call Transfer Policy.  If the address of the location where the emergency services are required cannot be clearly identified, the PSAP receiving the call shall attempt to keep the 9-1-1 caller on the line until the Dispatch-Only Agency has identified the caller’s location.

8.	Text-to-911 calls can only be transferred to another PSAP. The sending PSAP can introduce the Text-to-911 call to the receiving PSAP by voice and disconnect upon verifying the receiving PSAP has taken over control of the Text Session. Information can be relayed to a dispatch center that is not a PSAP, however, they do not possess the technology to take control of the Text Session, therefore, the initial PSAP must process the Text-to-911 call.

9.	Relationship Between the Parties  

a.	In consideration of the mutual services provided herein, both parties agree that nothing contained herein is intended to be or should be construed in any manner as creating or establishing the relationship of co-partners between the parties hereto or as constituting an agency relationship in any manner whatsoever.  The individual parties are and shall remain independent entities with respect to all services performed under this Agreement.  Each party represents that it has, or will secure all its expense, all personnel required in performing its service obligation under this Agreement and that the acts of its employees performing the service under this Agreement shall be the acts of employees of that entity alone.  Each entity agrees that in the performance of this mutual service, its employees shall not require nor be entitled to any compensation, rights or benefits of any kind whatsoever from the other entity to this Agreement, including, but not limited to, tenure rights, medical and hospital care, sick and vacation leave, disability, Worker’s Compensation, Unemployment Compensation or severance pay.

10.	Agreement of the Parties

a.	Both parties entering this Agreement acknowledge that any modifications to this Agreement must be by mutual consent, in writing, and will be treated as an amendment to this Agreement.Either party hereto may withdraw from this Agreement.  Withdrawal shall be effective thirty (30) days after receipt of written notice of withdrawal has been sent, by certified mail, return receipt requested, by the withdrawing party to the other party of this Agreement.  If withdrawal is due to a conflict between the parties relating to the terms of this Agreement, the parties shall first attempt to resolve the conflict in accordance with Exhibit A, paragraph 9.

IN WITNESS, WHEREOF, the parties hereto have signed this Agreement on the __________ day of ___________________, ________.

_________________________________	________________________________
PSAP							Dispatch-Only Agency

__________________________________	________________________________
Agency Head					Agency Head

Sample
PSAP Call Handling Agreement
Exhibit A

Agency contact _______________________________________________

Telephone Number ____________________________________________

1.	Upon receipt of a call requiring transfer to a Dispatch-Only Agency, the PSAP call taker shall dial the primary 7-digit unpublished, unlisted number designated by the Dispatch-Only Agency.

2.	The Dispatch-Only Agency must maintain an adequate amount of 7-digit unpublished, unlisted numbers to assure that the PSAP call taker can complete the call transfer.

3.	The PSAP call taker shall, while transferring a call to the Dispatch-Only Agency, stay on the line with the caller until a definite connection has been made and after insuring that the call transfer has been completed.

4.	If the call transfer cannot be accomplished, the call taker shall call an alternate emergency number provided by the Dispatch-Only Agency.  If the call still cannot be completed, the PSAP shall take the following information:

i.)	Type of incident/action request.
ii.)	Verify location information and where emergency services are needed.
iii.)	Verify telephone number and ask name of caller.
iv.)	Time of incident.

5.	It may be the judgement of the PSAP call taker that circumstances require immediate or direct contact with the Dispatch-Only Agency via mobile radio to relay a message.  When possible the format described above in (4) shall be used.

6.	The Dispatch-Only Agency will continually maintain and provide to the PSAP a list of resources to enable the PSAP to contact substitute emergency services if that becomes necessary in order to handle the emergency.

7.	The parties shall cooperate expeditiously to resolve any discrepancies regarding address or MSAG database information in accordance with ESCB Rules and policies.

8.	If it is determined at a later date that it is necessary to provide other communications equipment or procedures so as to be able to accomplish the purpose of this Agreement, amendments to this Agreement may be executed identifying the cost obligations of each party for such additional equipment.

9.	In the event of a conflict between the parties relating to the terms of this Agreement, the agency heads shall meet to attempt to reach an amicable resolution.  If an amicable resolution is not achieved, the ESCB shall mediate the conflict by recommending a resolution.