Genesis Integrative Solutions (GIS) provides Primary Answering Service Point (PSAP) staff operates and manages the Emergency Communications 911 Center. PSAP provides the community with 911 Helpdesk Police, Fire, and Emergency Medical Service (EMS) dispatch functions. These services provide first responders time sensitive and accurate information, to ensure the life, health, and safety for both first responders and the community.

1.0 Emergency Communications 911 Center

1.1.0 General
Genesis Integrative Solutions (GIS) provides 911 Helpdesk Police, Fire, and EMS dispatch services via Computer Aided Dispatch (CD) operator workstations, 24 hours a day, seven days a week including holidays.

1.2.0 Basic Services
GIS provides enough personnel, management of and personnel supervision, for the daily operations of CAD workstations at the Emergency Communications 911 help desks:
• Dispatch Police, Fire, and EMS personnel and equipment
o perform NCIC/LINK queries and entries
o perform fire alarm monitoring services

1.3.0 Specific Tasks
GIS operations, administers, manages, and supervises all 911 helpdesk functions. GIS provides 911 helpdesk functions to include answer emergency, DPW and non-emergency calls via systems in PSAP, which transfers of 911 calls to the appropriate off post agency, IAW PSAP and local SOPs. Further instructions are general procedures for voice/radio communications.

1.3.1.0 Police Intervention or Investigation.
1.3.1.1 Police Intervention Calls. Incoming calls require police intervention or investigation 911 operators immediately notify the appropriate Police Patrol IAW the Patrol Distribution Plan. If necessary, remain on line to provide update voice information between the caller and police patrol until the patrol on scene.

1.3.1.2 GIS notifies the appropriate response unit, at 10 minute intervals (required on all emergencies, calls, and when the operator receive no call, within 10 minutes, from the unit), until the response unit clears the incident. Notification time will start with the responding unit arrival at the scene and time will be announced as 10 minute, 20 minute, 30 minute, etc. If there are numerous responding units, the operator will make contact with the Incident Commander or Senior Patrol on the scene. In the case of numerous emergencies and/or other events which may delay the 10 minute interval time, notification will take place as close to 10 minutes as possible. The operator will not acknowledge the CAD tone notification until the Incident Commander or Senior Patrol is notified.

1.3.2.0 Fire Dispatch Radio Operator Procedures
1.3.2.1: GIS dispatches the closest fire station.

1.3.2.2: Fire Department Incoming Calls. Calls requiring fire department response, operators immediately tone and alert the fire stations, dispatching units will be within one minute of receiving the call, 90% of the time. If requested by the Incident Commander the operators shall notify additional agencies for assistance. The CAD recommends what units the operator can dispatch. The Senior Fire Officer can make changes all based on apparatus availability.

1.3.2.3: Notify the Incident Commander, at 10 minute intervals (required on all emergencies until the Incident Commander clears the incident. Notification time will start when the first responding fire department unit arrives at the scene and time will be announced as 10 minute, 20 minute, 30 minute, etc. In the case of numerous emergencies and/or other events which may delay the 10 minute interval time, notification will take place as close to 10 minutes as possible. The operator will not acknowledge the CAD tone notification until the Incident Commander is notified. e.g. “ Central Dispatch to command 10 minutes into the incident, central dispatch to command 20 minutes into the incident, and so on.

1.3.3.0 Emergency Medical Services Dispatch
1.3.4.1 Emergency Medical Service Calls. For incoming calls that require emergency medical services, the Contractor shall immediately dispatch emergency medical service providers. If necessary, the operator will remain on line to provide updated voice information between the ambulance service and the caller until medical service providers release the operator from duty. The 911 operator will be trained in emergency medical dispatching.

1.3.4.2: Poison Control. In response to possible poisoning, 911 operators shall immediately notify the appropriate medical facility, transfer Call Screen information and/or control of the call to the appropriate medical facility, contact the appropriate poison control center, and relay information between medical service providers, poison control center, and the caller until released from duty by medical service providers, IAW this PWS.

1.3.4.0 NCIC/LINK
GIS performs NCIC/LINK entries upon request from on-duty Police personnel. GIS complies with local database requirements, User Agreement, and the Standard Operating Procedure NCIC/LINK Special Instructions. GIS removes NCIC/LINK operator’s privileges for any violation of the User Agreement with the local and or the Standard Operating Procedure NCIC/LINK Special Instructions.

1.3.5.0 Controlled Area Access
GIS does not permit unauthorized persons to enter the Primary Answering Service Point (PSAP) – Emergency Communications 911 Center area. These individuals are authorized access: Director and or Deputy Director of Emergency Services, Chief of Patrol Operations Officer, Chief, and Supervisor of Desk Operations, Emergency Communications Center Coordinator, Program Administrator/Assistant, Police Duty Officer, Police Desk Sergeant, Fire Chief, EMS Chief, and contractor’s authorized representatives. Loitering shall not be permitted in this area.

1.3.6.0 Disclosure of Information
1.3.6.1.0: GIS access data and information proprietary to a Government agency, another Government contractor, or of such a nature that its dissemination or use other than as specified adverse to the interests of the Government or others. Neither GIS, nor personnel, shall divulge nor release data or information developed, except to authorize Government personnel or upon written approval of the Contracting Officer. The contractor shall not use, disclose, or reproduce proprietary data that bears a restrictive legend.

1.3.6.2.0: Disclosure of information regarding operations and services of the activity to persons not entitled to received it, or failure to safeguard any classified or sensitive information may subject the employees to criminal liability or any information concerning the operations of the activity that would result in, or increase the likelihood of, any possibility of a breach of the activity’s security or interrupt the continuity of its operation.

1.4.0 Quality Control Requirements
1.4.1.0: Quality Control (QC). GIS develops and maintains an effective quality control program to ensure services are performed. GIS develops and implements procedures to identify, prevent, and ensure non-recurrence of defective services. GIS’ quality control program is the means by which we assure that work complies with the requirements. The Quality Control Program (QCP) is available for review and implementation. Copies of the comprehensive our QCP are made available upon request.

1.4.2.0: Quality Assurance. Our QCP plan primarily focuses on what GIS must do to ensure perform in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).