Section 1326.400  Private Emergency Answering Point (PEAP) Standards

An entity that has been certified by the Administrator to operate a PEAP and to handle its internal emergency calls must meet the following minimum standards:

a)         The entity applying to be a PEAP may have a dialing code other than 9-1-1 as its primary emergency telephone number.  When an entity's current telephone switching system is replaced, the entity shall program its system to respond to 9‑1-1 in addition to its current dialing code.

b)         The PEAP shall be operational 24 hours a day, 7 days a week, except when the entity is closed or shut down and no employees are or could be present in any part of the facility.

c)         Each PEAP shall have an operational TT if the entity employs hearing or speech impaired persons or if there is an area in the building where the public has access to a telephone to dial 9-1-1 or other emergency code, such as a reception area, corridor, lobby or waiting room.

d)         There must be at least one backup location remote from the primary answering point that will be promptly staffed by trained personnel should the primary location experience equipment failure or become unstaffed due to fire or other emergency.  Instead of an on-site remote backup location, a written agreement may be established with the existing 9-1-1 Authority to be the remote backup/overflow answering point.  The phone switch must be configured to automatically transfer calls to the remote answering point if a call to the primary answering point goes unanswered or if the primary answering point has to be evacuated.

e)         Personnel answering the emergency phone must be trained on how to respond to emergency calls and how to summon appropriate inside and outside assistance for an emergency situation.  Eight hours minimum training is required based on competency and experience.

f)         The PEAP shall be equipped with an emergency backup power source capable of supplying electrical power to serve the basic power requirements of the PEAP for a minimum of 4 hours.

g)         Critical areas of the PEAP must have adequate physical security to prevent the intentional disruption of service.  In the absence of a high level of security, either of the following options may be substituted to ensure the answering and dispatch of the emergency call:

1)         A secondary backup location remotely located from the primary answering point that is staffed 24 hours a day with trained personnel; or

2)         An alternative method of available communication that will transmit an emergency request and result in the dispatch of emergency services.

h)         Access to phone switch equipment will be restricted to those who need to service the equipment.

i)          No emergency calls shall be placed on hold.

j)          Ninety percent of all emergency calls must be answered within 10 seconds.

k)         Emergency calls shall be identified by the telecommunications equipment in such a manner that indicates that the call is an emergency so the operator can give priority to the call.  When possible, the telephone switching systems shall provide top priority to all emergency calls if a blocking condition occurs in the phone system.