9-1-1 Service As Used For Emergency Response
This policy is intended to address the 9-1-1 service as used for emergency response. It applies to all University facilities provided by or located at the Urbana campus.
- The Division of Public Safety will be the office governing the functionality of all 9-1-1 services at the University of Illinois Urbana-Champaign. This includes the approval and maintenance of all policies and standards pertaining to 9-1-1 and related or supporting services, as well as a road map/strategic plan for 9-1-1 enhancements.
- Technology Services, with the consultation of the Division of Public Safety, will have the responsibility of creating and maintaining the operational technical standards and procedures for all 9-1-1 services.
- Technology Services, as the provider of campus telephony services, will have the responsibility for the technical implementation of the campus 9-1-1 service (including E-9-1-1 and future enhancements) in accordance with this policy and the direction of the Division of Public Safety.
- Technology Services has the responsibility for maintaining sufficiently accurate location information to meet the policy requirements listed below.
- Units hosting data and networking systems upon which Technology Services-provided 9-1-1 services depend must maintain those data and networking systems and the accuracy of the data they contain sufficiently to meet 9-1-1 service requirements as defined below.
Requirements and Principles
- Functional service definition
- Must meet or exceed regulatory requirements.
- Must provide locatable address of caller to the 9-1-1 Public Safety Answering Point.
- The information provided may be constrained by technological limitations.
- Must provide notification of service outages to affected individuals.
- 9-1-1 service must be accessible without dialing any prefixed digits (no 9-9-1-1).
- Availability of 9-1-1 service (to whom is it available and where)
- 9-1-1 service will be delivered to all users of any campus-provided VoIP service as well as to all traditional phones (aka “land lines”).
- Remote users: 9-1-1 service may be extended to remote users if the service is capable of routing 9-1-1 calls to the Public Safety Answering Point local to the user. Remote users should not rely on VoIP-provided 9-1-1 and the University will accept no liability for the result of 9-1-1 calls originating from off campus.
- Reliability of 9-1-1 service
- This policy acknowledges that the 9-1-1 service will only be available while the campus network is also available, thus members of the campus community should not rely on the campus-provided 9-1-1 service
- during times when the network is unavailable,
- during times of building or campus power outages, or
- during periods where the service has been announced as unavailable.
- The service reliability goal for any campus-provided 9-1-1 service is that service availability will be the same as the campus network.
- Provisioned users will be required to verify acceptance of a service limitations acknowledgement as part of the provisioning process.
- No unit may deploy a VoIP solution without express approval from Public Safety and the Chancellor’s Office, certifying that the service meets the 9-1-1 requirements required by this policy.
- Requirements for University Equipment
- All University-owned computing equipment bought after January 1, 2012 that will be used to make phone calls must be able to support 9-1-1 services as provided by the campus VoIP solution. Exemption requests should be routed to the Office of the CIO. These should be emailed to firstname.lastname@example.org
- Users may not modify or disable computing software or hardware that will be used to make phone calls such that 9-1-1 services are rendered unavailable.
Public Safety will perform an annual review of campus 9-1-1 services that evaluates
- the adequacy of campus 9-1-1 services,
- the funding model for 9-1-1 services,
- any changes needed to this policy or operating standards and procedures, and
- a committee will be charged to perform this review with representatives of DPS, CITES, METCAD, Office of the Chancellor, Academic Senate and University Audits.
- DPSDivision of Public Safety
- Emergency Response Location (ERL)In circumstances where, due to technological limitations, the precise location of a caller cannot be determined, the Emergency Response Location is the predetermined location known to be nearest to the caller that will be provided to METCAD.
- GEOCODEIn essence, latitude and longitude.
- Locatable AddressThe street address, room number, associated individual, as well as any user-provided location information or Emergency Response Location if the minimum information is not available. If technologically possible it may include the building name, floor number and/or GEOCODE.
- Location Information System (LIS)The service that determines the physical location of the caller.
- METCADMETropolitan Computer Aided Dispatch. In this document METCAD refers to our regional dispatch center that handles 9-1-1 calls for Champaign County.
- Provisioned UsersIndividuals who are provided (or provisioned) with an explicit phone number. Provisioned users are distinct from individuals using a common or public phone.
- Public Safety Answering Point (PSAP)The call center that is the final destination for an emergency call. The PSAP for Champaign County is METCAD.
- Remote UsersIndividuals placing 9-1-1 service calls from locations not maintained by the University, such as hotel rooms, overseas, or generally off campus. This is defined here to include users connecting to a VPN service.
- Service AvailabilityColloquially refers to the likelihood that the service is available for use at any given time. Availability is distinct from service uptime. In the context of a campus 9-1-1 service, the service may be functioning, but the network required to deliver it may not be. Thus, in this example, the service is up but not available.