Emergency Call-Taking Functional Area

Description

'Emergency Call–Taking' supports the emergency call–taker, collecting available information about the caller and the reported emergency, and forwarding this information to other objects that formulate and manage the emergency response. It receives 9–1–1, 7–digit local access, and motorist call–box calls and interfaces to other agencies to assist in the verification and assessment of the emergency and to forward the emergency information to the appropriate response agency.

Included In

City of Arlington Emergency Management Center
City of Dallas Emergency Management Center
City of Fort Worth Emergency Management Center
City of Plano Emergency Management Center
Dallas County Department of Emergency Management
Tarrant County Department of Emergency Management
Texas Highway Patrol Dispatch Center

Functional Requirements

IDRequirement
01The center shall support the interface to the Emergency Telecommunications System (e.g. 911 or 7–digit call routing) to receive emergency notification information and provide it to the emergency system operator.
02The center shall receive emergency call information from 911 services and present the possible incident information to the emergency system operator.
03The center shall receive emergency call information from vehicles and present the possible incident information to the emergency system operator.
04The center shall receive emergency call information from other emergency management centers, e.g. mayday service providers, and present the possible incident information to the emergency system operator.
05The center shall receive emergency notification information from other public safety agencies and present the possible incident information to the emergency system operator.
06The center shall receive emergency notification information from public transit systems and present the possible incident information to the emergency system operator.
07The center shall coordinate, correlate, and verify all emergency inputs, including those identified based on external calls and internal analysis of security sensor and surveillance data, and assign each a level of confidence.
08The center shall send a request for remote control of Closed–circuit Television (CCTV) systems from a traffic management center in order to verify the reported incident.
09The center shall forward the verified emergency information to the responding agency based on the location and nature of the emergency.
10The center shall update the incident information log once the emergency system operator has verified the incident.