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9-1-1 PSAP Service Disruption Reporting

Who Reports

Notifications and final reports of PSAP service disruptions meeting the criteria below must be provided by the Basic Emergency Service Provider or the responsible Basic Local Exchange Carrier.

Initial Notification Requirements

The Commission must be notified of any PSAP service disruption affecting the delivery of 9-1-1 calls from from the point of aggregation by a Basic Emergency Service Provider to the point at which the calls are delivered to a 9-1-1 governing body or public safety answering point if the PSAP service disruption exceeds 30 minutes in duration. Failure to deliver location information with 9-1-1 calls is also considered an PSAP service disruption if the failure exceeds 30 minutes in duration.

While notifications are required for PSAP service disruptions meeting the above criteria, notifications regarding other types of PSAP service disruptions may be provided voluntarily, and are appreciated.

Initial notifications must be provided within two hours of the beginning of the PSAP service disruption. Notifications may be made by telephone to the PUC’s 911 and electrical incident reporting hotline at 303-894-2528, or via our online PSAP service disruption reporting form.

If notification is provided via the hotline, the following information must be included:

  • The name of the Basic Emergency Service Provider or Basic Local Exchange Carrier making the notification
  • The name of the person making the notification
  • The callback number of the person making the notification
  • The ticket or trouble number for the PSAP service disruption, if one exists
  • The geographic area and 9-1-1 center(s) affected by the PSAP service disruption
  • A statement regarding whether the affected 9-1-1 center(s) have been notified
  • The date and time that the PSAP service disruption began
  • The date and time the PSAP service disruption was resolved, if it is not ongoing
  • The number of end users affected, if known
  • The suspected cause of the PSAP service disruption, if known
  • A statement regarding what actions are being taken to resolve the PSAP service disruption.

Updates

Updates regarding an ongoing or recently resolved PSAP service disruption are appreciated, but not required. Updates may be provided via the PUC’s 911 and electrical incident reporting hotline at 303-894-2528, or via our online PSAP service disruption reporting form.

Final Report

In addition to the initial notification, a final report is due within 30 days of the beginning of the PSAP service disruption. Final reports may be provided via the PUC’s 911 and electrical incident reporting hotline at 303-894-2528, or via our online PSAP service disruption reporting form.

If the final report is provided via the hotline, the following information must be included:

  • The name of the Basic Emergency Service Provider or Basic Local Exchange Carrier making the final report
  • The name of the person making the final report
  • The callback number of the person making the final report
  • The ticket or trouble number for the PSAP service disruption, if one exists
  • The geographic area and 9-1-1 center(s) affected by the PSAP service disruption
  • The date and time that the PSAP service disruption began
  • The date and time the PSAP service disruption was resolved
  • The cause of the PSAP service disruption
  • A statement regarding what actions were taken to resolve the PSAP service disruption.

Questions?

Contact Jennifer Kirkland, State 911 Program Manager, at 303-894-2031 or by email at jennifer.kirkland@state.co.us.

See 4 CCR 723-2-2143 for more information.