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FD Dispatch ServicesN 0_, GENERAL TERMS AND CONDITIONS OF THE AGREEMENT BETWEEN THE COUNTY OF MARIN AND THE CITY 0F SAN RAFAEL REGARDING THE DELIVERY OFFIRE COMMUNICATIONS SERVICES The City of San Rafael ("AGENCY" hereafter) and the Mahn County Board of Supervisors ("COUNTY" hereafter) have entered into a contract for the delivery of fire communications services by the Marin County Sheriffs Office Communications Division ("MARIN COMM" hereafter). This exhibit bothe contract fully describes the general barnns and conditions agreed to by COUNTY and AGENCY. EXHIBIT— Bdescribes the financial terms and conditions ofthe agreement. Through this agreement, K8AF<|N COMM will provide normal and customary services related to the performance of public safety communications dispatching servicee, inc|uding, but not limited to emergency and routine oo||a for aen/ioe, telephone answering servioeo, radio cononnunioabono, and computer data entry pe|obad to said services. These services are more expressly described in the following sections. TELEPHONE SERVICES A. Emergency Telephones. MARN COMM will receive and process all emergency telephone ooUs, including those received on 9-1-1 telephone lines and on published seven digit emergency telephone lines intended for AGENCY. All requests for response will be received and processed by MARIN COMM for police, fire, medical emergency and urgent incidents occurring within AGENCY jurisdiction. ' B. Alternate Emergency Line. K8AR|NCOMM maintains aseven-digit emergency telephone line hobeused aaanalternate for Q-1-1. This line (415-472-OQ11)may bepublished by AGENCY asonalternate emergency telephone number. COMPUTER AIDED DISPATCH SYSTEM (CAO)AND COMPUTER SERVICES A. CAD Overview. MAR|N COMM operates a CAD system for maintaining unit and incident status and other services, such as queries into law enforcement databases, interfaces to ancillary systems, etc. B. Unit Status Function. K8AR|N COMM will maintain accurate status of all available AGENCY police and fine unita, including chief and administrative oMicens, police invmsUOahora, fire apparatua, and emergency medical vehicles. AGENCY will provide K4AR|N COMM with unit status changes aathey occur. yWAR|N COMM maintains unit history report for all police and fire units on-line for thirty days. Additional unit history reports can beprovided from the back uptapes. Simple requests, such aethose that can be done in afew minutes are available atnocost toAGENCY, hovvever, as described in EXHIBIT —B.AGENCY will becharged for more time consuming requests failing outside the scope ofthis agreement. 1Badio Procedures. AGENCY agrees to utilize radio procedures that conform to the CAD procedures and to operate under the genera( guidelines of the Marin County Fina Chiefs' Association, the Marin County Police Chiefs' Association, and the Marin Emergency Radio Authority. EXH|BITA—Ganera|TonnaandConditionofonCommmnioaUonmSnmices 2. Fire Unit Availability. AGENCY will notify MAR/NCOMM ofthe availability of apparatus and key personnel such as the duty commander. If any units one ornsa-atefed, that is the personnel at a particular station may respond in more than one unit, AGENCY will inform K8A0N COMM of any changes in the cross - staffing status. AGENCY agrees ho notify K8AFl|N COMM whenever any reserve apparatus are available for dispatch. This is vital to the proper assignment of units during greater alarms or whenever extra personnel are available in their station. The fire officer in charge will notify MAR|N COMM of any unusual planned activity that may impact dispatch services. MAR|N COMM will maintain the current unit availability status in CAO and will notify the officer -in -charge of any coverage problems inAGENCY jurisdiction. C. Incident Status. K8ARiN COMM will electronically record all calls for police, fine and/or medical service in the CAD system. D. Incident Numbering. MAR|N COMM will electronically record an "Agency Number" for all incidents within AGENCY jurisdiction or when AGENCY units respond to oaUa outside of their jurisdiction. There are separate Agency Numbers for the police department and the fire department. The number is sequenUa|, reset annually atOO:UO on January 1 each new year. E. Additional CAD Services. KAAR/NCOMM will assist AGENCY inimplementing additional CAO services if desired, All costs for these additional services will be borne by AGENCY, or the costs will be shared pvnnehe by all entities benefiting from the enhancement. Options include, but are not limited to: 1Interfacing with the records computer system operated by AGENCY, such as Firehouse orFire Point systems. 2. Providing access to the CAD system from workstations atAGENCY fire station(s) toaccess unit status and incident information. 3. Providing CAD dispatch information to printers in AGENCY fire station(s). 4. Providing access to the CAO from mobile computer terminals in the AGENCY vwhic|ea, including access hoa mobile mapping system. 5. Providing Automatic Vehicle Location and Automatic Response and Route Recommendation system. F. GeofileL MARIN COMM maintains a Graphical Information System (GIS) based geofile in the CAD system that isintegral hothe response recommendation system. AGENCY agrees hoprovide quality checking and quality assurance for streets, addnaenes.uommnn places and other GIS data points within their jurisdiction. If AGENCY desires any significant changes to the geofi|e after the initiation of this ogreennent, they will be charged the actual cost ofthe change. Any change(s) which taken more than one hour to perform by K8AR/N COMM employee off -the -console will be charged back to the AGENCY as described in EXHIBIT — B. For example, if the fire department makes a major change in their station bnundariea. AGENCY will be charged for the actual time and materials for the effort toimplement the changes. A. Policies and Procedures, AGENCY is responsible for establishing their po|iciea, pnantioes, and procedures on dispatching oen/ioea in conjunction with M/\R|N COMM. MAR|N COMM and AGENCY will follow said po|icies, practices and procedures in the performance of dispatch sen/ice pursuant to this Agreement, VVhen* possible, AGENCY will align their communications dispatch policies and procedures with the other agencies dispatched by NiAR|N COMM. In all oases, the policies and procedures will not conflict with those published by the Marin County Fire Chiefs' Association, the Marin County Police Chiefs' Association, or the Marin Emergency Radio Authority. EXH|BITA—Genera|Termaand Conditions for Communications Services B. Police and Fire Dispatch Steering Committee. A committee comprised of chief executives or their personal designees will meet biennially with Sheriffs Office administrators and Communications Division managers to review performance issues and consider and recommend service fee adjustments necessary in adopting or implementing changes in operating procedures or information technology enhancements. The Sheriffs Office Administration and Support Services Bureau commander chairs this committee. C. Fire Dispatch User's The Fire -Dispatch User's Group iaestablished toprovide o common forum for all fine agencies that contract with COUNTY for services. It meets bimonthly at l000Unno announced in advance of the meeting. AGENCY uQreao to provide representation at each meeting. Committee chair is rotated annually in the month ofJanuary among the participating fire agencies. D. Conflict Resolution. yWAR|N COMM provides e Supervising Communications Dispatcher on each shift to provide oversight of operational activity and personnel supervision. Supervisory orcommand personnel from AGENCY should attempt to resolve problems by contacting K4AR|N COMM shift supervisor as soon as possible. Unresolved or repetitive problems should be roharnad to the Assistant Communications Dispatch Manager assigned as the Contract Services Liaison. Serious problems occurring after- hours should be referred to a Communications Dispatch Manager by pager or telephone. fterhoureahou|dbmrefernodtoaComnnuniooUnnaDiopahchW1anagerbypagerorhe|ephone. AGENCY may document a problem by addressing on email message to mogooki@morinshoriff.nr0 E MAR|NCOMM will bothe primary point for dispatching day boday emergencies. |nthe event AGENCY emergency operations center isactivated, there will be need to modify how incidents are handled, especially for a large-scale event which has truly exhausted local resources. The details of the interaction between K8AR|N COMM and AGENCY emergency operations nmnbar will be developed as o component of the po|iciee, pracdose, and procedures asreferenced herein. F. Special Events. AGENCY may request COUNTY toprovide extra support for uspecial event held within AGENCY'S juhadicdon, such as o hair or other community activity. Whenever possible, AGENCY should provide COUNTY with at least two weeks notice so that an overtime employee may be scheduled. In no case will extra personnel be assigned for a scheduled event with less than seventy two (72) hours notice. AGENCY'S authorized representative must provide express written request to COUNTY, and agree to osounna all additional costs associated with assigning additional K8AR|N COMM personnel to the event. prior to COUNTY incurring extra personnel expenses. In cases where a special event affects more than one agency, the costs for the added services will be shared by all of the involved agencies through a special formula that will be reviewed and approved bythe authorized representatives from each agency. G. Performance Measures and Quality Assurance. These items are covered in Exhibit "C" Performance Measures for Fire Dispatching. IV. OTHER GENERAL PROVISIONS A. COUNTY or AGENCY shall have the right to terminate this Agreement atany time by giving notice inwriting h;the other party, one hundred eighty (18O)calendar days prior to the date ofsuch termination, On the dobo of termination, the COUNTY shall immediately cease rendering the services required by this Agreement, and the following shall apply: 1AGENCY shall pay COUNTY at the termination of the Agreement any and all bills outstanding for the services rendered by COUNTY to the date of termination pursuant tothis Agreement, COUNTY shall furnish toAGENCY such financial information as, in the judgment of the AGENCY, is necessary to determine the amount due for the services rendered by COUNTY. The foregoing is cumulative and does not affect any right or remedy which AGENCY or COUNTY may have EXHIBIT A -- General Terms and Conditions for Communications Services 2. COUNTY may terminate its services under this Agreement upon one hundred and twenty (120) calendar days written notice to the AGENCY, without liability for damages, if COUNTY is not compensated according to the provisions of the Agreement or upon any other material breach of the Agreement by AGENCY, provided that COUNTY has first provided AGENCY with a written notice of any alleged breach, specifying the nature of the alleged breach and providing not less than twenty (20) working days within which time AGENCY may cure the alleged breach. 3. AGENCY may terminate its services under this Agreement upon one hundred and twenty (120) calendar days advance written notice to COUNTY, upon any material breach of the Agreement by COUNTY, provided that AGENCY has first provided COUNTY with a written notice of any alleged breach, specifying the nature of the alleged breach and providing not less than twenty (20) working days within which time the COUNTY may cure the alleged breach. B. This Agreement, together with its specific references, exhibits and attachments, constitutes all of the agreements, understandings, representations, conditions, warranties and covenants made by and between the parties hereto. C. No substantial modification or waiver of any provisions of this Agreement or its attachments shall be effective unless such waiver or modification shall be in writing, signed by all parties, and then shall be effective only for the period and on the condition, and for the specific instance for which given. Minor modifications to this agreement may be made between both parties if agreed upon in writing, signed by AGENCY chief executive and the Sheriff or their authorized representatives. D. If any term, covenant, condition or provision of this Agreement is held by a Court of competent jurisdiction to be invalid, void or unenforceable, the remainder of the provision and/or provisions shall remain in full force and effect and shall in no way be affected, impaired or invalidated. E. This Agreement may be executed simultaneously and in several counterparts, each of, which shall be deemed an original, but which together shall constitute one and the same instrument. F. Prior to initiating any litigation arising out of this agreement, the parties shall meet and confer in good a faith effort to resolve the issues in dispute. In any action at law or in equity, including an action for declaratory relief, brought to enforce or interpret provisions of this Agreement, each party shall bear its own costs, including attorney's fees. G. Unless otherwise expressly waived in writing by the parties hereto, any action brought to enforce any of the provisions hereof or for declaratory relief hereafter shall be filed and remain in a Court of competent jurisdiction in the County of Marin, State of California. The laws of the State of California shall govern this Agreement and all matters relating to it. H. Each individual executing this Agreement on behalf of their public agency represents and warrants that he or she is duly authorized to execute and deliver this Agreement on behalf of the public agency in accordance with a duly adopted resolution or minute order of the Governing body of said public agency in accordance with the laws of the State of California. AGENCY shall deliver to COUNTY a certified copy of a resolution or minute order of AGENCY governing body authorizing and ratifying the execution of this agreement. COUNTY shall within thirty (30) days of the receipt of the AGENCY governing body resolution or minute order deliver to AGENCY a certified copy of a resolution of the Board of Supervisors authorizing or ratifying the execution of this Agreement. All notices and demands of any kind which either party may require or desire to serve on the other in connection with this Agreement must be served in writing either by personal service or by registered or certified mail, return receipt requested, and shall be deposited in the United States Mail with postage thereon fully prepaid, and addressed to the party to be served as follows: Page - 4 EXHIBIT A—General Terms and Conditions for Communications Services If to COUNTY: Board of Supervisors, County ofMarin Civic Center, Room 315 35O1Civic Center Drive San Rafael, CAS48O3 and to: Sheriff, County ofMarin Civic Center, Room 145 35U1Civic Center Drive San Rafael, CA049O3 If to AGENCY: Nancy W1oohle.City Manager City ofSan Rafael 14UOFifth Ave San Rafael, CaS4S01 Christopher Gray, Fire Chief City ofSan Rafael 103QCStreet San Rafael, CaS4SO1 Each party shall provide the other with telephone and written notice ofany change of address ussoon aspracticable. Notices given by personal delivery shall be effective immediately. Indemnification AGENCY agrees to defend, indemnify, hold harmless and release COUNTY, its Board of Supervisors, and the officers, agents, and employees ofCOUNTY, from and against any and all ooUnno, o|oinns, dannagea, disabi|iUes, orexpenses that may be asserted by any person or entity including AGENCY, arising out of or in connection with the activities of AGENCY, its governing body, the offimens, agents, and employees of AGENCY pursuant to this Agreement whether or not there is concurrent negligence on the pod of COUNTY but excluding liability due to the sole active negligence or sole vvi||fu| misconduct of COUNTY. This indemnification obligation is not limited in any way by any limitation on the amount or type of damages or compensation payable to orfor AGENCY or its agents under workers' compensation acts, disability benefits act, or other employee benefit acts. COUNTY agrees to defend, indemnify, hold harm|ess, and release AGENCY, its governing body, and the officera, agents, and employees of AGENCY, from and against any and all aotions, c|oims, damagea, diaabi|ities, orexpenses that may be asserted by any person or entity including COUNTY, arising out of or in connection with the activities of COUNTY, its Board of Supervisors, the offimans, agento, and employees of COUNTY pursuant to this Agreement whether or not there is concurrent negligence on the part of the AGENCY but excluding liability due to the sole active negligence or sole vvi/|fu| misconduct ofAGENCY. This indemnification obligation isnot limited inany way byany limitation on the amount or type of damages or compensation payable to or for COUNTY or its agents under workers' compensation acts, disability benefits oots, or other employee benefit acts. EXHIBIT A -- General Terms and Conditions for Communications Services A. Countv of Marin Robert T. Doyle Sheriff Department head 499-7250 507-4126 rdoyle@marinsheriff.org Tim Little Undersheriff Assistant dept. head- 499-7250 507-4126 tliftle@marinsheriff.org Rick Navarro Captain Bureau Commander 499-7253 507-4126 Rnavarro(cDmarinsheriff.org Lee Ann Magoski Communications Manager Division Manager 473-4123 499-3636 Imagoski@mar nsheriff.org Ethel Havens Asst. Manager Personnel / Training 499-7244 499-3636 ehavens@marinsheriff.oEg Heather Costello Asst. Manager Fire Liaison 473-2304_1 hcostello@marinsheriff.org Rich Brothers I Asst. Manager I CAD / Operations 1 499-7410 1 499-3636 rbothers@marinsheriff.org B. City of San Rafael gg Chris Gray Fire Chief Department h c hnra cit 0 sarr raffael ,rs m 0 a orgJimLydonBattalionFireCommLiaisonIdoncitffsan ae FINANCIAL TERMS AND CONDITIONS OF THE AGREEMENT BETWEEN THE COUNTY OF MARIN AND THE CITY OF SAN RAEAEL REGARDING THE DELIVERY OF COMMUNICATIONS SERVICES The City of San Rafael ("AGENCY" and the Marin County Board of Supervisors ("COUNTY" hereafter) have entered into m contract for the delivery of public safety communications by the Marin County Sheriffs Department's Communications Division (Marin County Communications, ^K8AR|N COMM" hereafter). This exhibit hothe contract fully describes the financial banns and conditions agreed hobythe COUNTY and the AGENCY. A. Cost Recovery Mandate. COUNTY is required by policy to recover costs for providing services to other local government agencies. This Exhibit describes how COUNTY determines its costs for providing police and/or fire communications services. B. Determination of Cost of Services. 1COUNTY provides several types of contracts to local government agencies, including emergency telephone answering and dispatching oervicao, as well as providing local agencies with access to the CAD system for use by those agencies personnel. 2. COUNTY ovvne, operates and maintains a Computer Aided Dispatch (CAD) system for use by agencies directly dispatched by MAR|N COMM as well as for use by other agencies that operate their own dispatch center. Using data from the CAO information system (yW|8). COUNTY will determine the amount of activity handled by K8AR|N COMM for AGENCY within their jurisdiction for twenty four (24) month period. This information is displayed in Appendix A. Section 2, in the columns labeled ''24W4 CAD Aotivity^ This activity is exclusive of any response to mutual aid request occurring outaideAGENCY'o jurisdictional boundary. 3. COUNTY will utilize formulas based on CAD activity to determine the allocation of costs for services rendered to AGENCY and others by K8AR|N COMM. The costs of these services will be incorporated into the annual charge to AGENCY by COUNTY for services described inExhibit A. Appendix Aofthis Exhibit (B)contains the fiscal year 2O11 -2O12 formulas and costa for AGENCY and others contracting for dispatching and/or CAD services 4. The CAD activity data displayed in Appendix A, Section 2 in the on|urnn labeled ^24KA CAD Activity" of this EXHIBIT Bvvi|| be refreshed each January and will comprise an accounting of all the CAO aotivity, as described in Section B. Paragraph 3. of this Exhibit B. for the two full calendar years preceding that calculation. 5. AGENCY will pay COUNTY for AGENCY'S percentage ofthe cost ufthe CAD Service Maintenance Agreement, plus a five (5) percent administrative fee as determined by the owana{| activity on the CAO system. Appendix A. Section 2, Column A displays the percentage of use of the CAD system for all entities operating from the CAD system. S. In addition to the CAO Service Maintenance Agnaernent, entities contracting for fire dispatch service will pay COUNTY for the full salary and benefit cost often (iO) hu||'dme Communications Dispatcher 11 employees and one (1) full-time Assistant Communications Manager plus a five (5)percent administrative fee. e) Appendix A.Section 1 displays the personnel costs for FY2O11-2O12 b) Appendix A. Section 2, Column C displays the overall CAD activity for fin* departments and districts. and identifies their respective percentage of use of the full time employees mentioned inthis section, and their share ofthat cost. EXHIBIT B —Financial Terms and Conditions for Communications Services C) For the city of Mill Valley, the total costs for services for the fire department and the police department are incorporated into their annual cost for dispatch service. d) For the city of Sausalito, the fire department costs are included into the separate agreement between COUNTY and the Southern Marin Fire Protection District for the term of their contract to provide fire and EMS service to the city of Sausalito. 7. CAD Enhancements. a) COUNTY will coordinate improvements and enhancements to the CAD periodically. b) If AGENCY or others benefit from the improvement or enhancement, they will share in the cost of these changes with other agencies that benefit by the change. For example, an enhancement that only benefits one agency will be paid for by that agency, but if the enhancement benefits all agencies, all will pay their share, based on the formula In Appendix A, Section 2, Column A. C) Depending on how agencies are benefited by an enhancement or change in the CAD, COUNTY may develop a special formula to pay for that particular change, such as fire departments only, or grouping of police departments. d) In no circumstance will COUNTY allow improvements or enhancements to the CAD that will be paid for by AGENCY or others without the express written consent of AGENCY'S authorized representative. C. Administrative Fee. COUNTY assesses an annual five percent (5%) administration fee based on the total charge to AGENCY for dispatching service and/or CAD service. This fee is included in the "Cost" column in Appendix A, Section 2, Columns A, B and C. D. Special Events. AGENCY may request COUNTY to provide extra support for a special event held within AGENCY'S jurisdiction, such as a fair or other community activity. Whenever possible, AGENCY should provide COUNTY with at least two weeks notice so that an overtime employee may be scheduled. In no case will extra personnel be assigned for a scheduled event with less than seventy two (72) hours notice. AGENCY'S authorized representative must provide express written request to COUNTY, and agree to assume all additional costs associated with assigning additional MARIN COMM personnel to the event, prior to COUNTY incurring extra personnel expenses. In cases where a special event affects more than one agency, the costs for the added services will be shared by all of the involved agencies through a special formula that will be reviewed and approved by the authorized representatives from each agency. E. Special Circumstances. AGENCY may request COUNTY to perform services outside of the scope of this agreement, such as major changes to their response system, merging of departments affecting the response procedures, etc. COUNTY will issue an estimation of the cost for changes, in writing, to the designated agency representative. AGENCY must authorize the work to be performed on their behalf, and agree to reimburse COUNTY for all costs associated with those changes in writing, before COUNTY will commence the effort. F. Billing. COUNTY shall submit requests for payment on a quarterly basis. The payment requests will be submitted no later than the tenth (10th) of the quarterly month following provision of services. Payment is due upon receipt of the invoice. Page - 2 j w Z Z 0 U) w ul 0. I V - z 0 F- L) LU U) a I -- com X w z 2 N0 co w W to La 000 W) N N 0) N W h O O O h d' N M M N 00 ef' ap eF Iti O r M CqJ m r r tt r 00tyT r 0 V3 , 4A , to E14 to 40 , to 406% EA , 4044 , 44 V3 43 613 44 49 V3 40).6% Z NW toM 04h r O O Mco O N QMi i) 000 L' UM r M r r to t0 st r N Off O J W r W a Q n0„ tt tff nN v h t0O d T tDr tDO ON Mu•f 01h d itf Q Z N Z r T M r e} U N4% V3 , 44 to 4044 to , 4044 , 4A , 4%64). V4 iA , 44 fA fR V4 , V3 V340). lb0 N ib t0 h Cpppf N M h t. 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Q a rr- i,, a; LL, aF o, i o t/3 R LL LL O' o; d a: m u a, O 0: a LL o CLI o c4Z" af? aj I v E U, roe is of o LL n. uI tI Q U d I Y c ci M, a m m; ws Ml is yr W Oi O U m" Y i g" z z' zC) a°i z°` z°i in in i EXHVBIT—C PERFORMANCE MEASURES FOR FIRE DISPATCHING COMPLIANCE WITH NATIONAL FIRE PROTECTION ASSOCIATION STANDARD 1710 AND STANDARD 1221 AS THEY RELATE TO THE PROVISION OF FIRE AND EMS DISPATCH SERVICES AGENCY and COUNTY have entered into a contract for the delivery of fire communications services by MAR|N COMM. This exhibit describes certain levels of service and performance measures that will be provided by MARIN COMM for AGENCY relating to performance of public safety communications dispatching aerviceu, inc|uding, but not limited to emergency and routine calls for service telephone answering oervioes, radio communications and computer data entry na|obad to said services. These services are more expressly described inthe following sections. Technical Reference a. National Fire Protection Association document 1710 -- Standard for the Organization and Deployment of Fina Suppression OparaUona, Emergency Medical Operations, and Special Operations to the Public by Career Fire Departments. National Fire Protection Association document Y221—Standard for the Installation, Maintenance, and Use of Public Emergency Service Communications Systems. Definitions a. , In the context of NFPA 1710 requirements discussed in this exhibit, the bann akann^ or "alarms" shall specifically refer 0ocomputer aided dispatch incident types with the priority of^E^which typically result in the fire agency response apparatus traveling to the incident with red lights and siren activated. b. CAD is the Computer Aided Dispatch system, which includes the event management and unit status features necessary bo effectively determine the recommended response hoanalarm. o. ^MAR8VCOMM' iothe Marin County Public Safety Communications Center, edivision ofthe Marin County Sheriffs Office. Ui Compliance Standard o. NAR|NCOMM shall staff one24 hours per day basis a minimum of two fire dispatchers trained to utilize the Emergency Medical Dispatch (EMD) protocols approved by the Marin County EMS Medical Director t, MAR|N COMM shall maintain standard operating procedures for handling fire dispatch operations covering each emergency response agency that will identify when n dedicated dispatcher is required to be assigned to an emergency incident. A general fine dispatch operating procedure will cover common activities and separate operating procedures for agency -specific activities will also bemaintained, c. MAR|N COMM shall maintain an audio recording system that will bm all conversations between a call taker or dispatcher and a person reporting an emergency by telephone answered in the Communications Center. The audio recordings will be maintained for no less than 1O0days as required by California Government Code section 34080.6Typically the digitally recorded audio conversations will be maintained for one year or longer. d. MAR/NC0NM shall maintain data from the CAD system for no less than two years, Typically the CAD information iomaintained for 3-5years orlonger. EXHIBIT C—FireOhopat hPerhonmoncaMeaaurem e. The CAD oyebarn contains e mechanism for the fine dispatcher to nota the origin of the call. 9-1-1 calls automatically record their origin when the fire dispatcher creates an incident for assignment ofemergency responders. Calls received inother ways must bemanually noted as received by radio, telephone, in person, etc. t K8AR|N COMM CAD times are synchronized hocoordinated universal time (UTC) standards utilizing a GPS ayabenn interfaced to the computer aided dispatch myahann and the audio logger recording system. The CAD system continuously synchronizes itself every havv minutes using oNetC|ocktimeserver. 1. The digital logging recorder system will be synchronized to the NetC|ocktimeserver 2. The new 9-1-1 call answering equipment will also be interfaced tothe synchronized time after the Communications Center is relocated into its new facility in the Hall of Justice Building The MERA Gold Bite radio consoles are connected o NetCkock UTC time synchronization device. 4. Two visual time indicators from the NetCkock synchronized timeserver are displayed in the new Communications Center facility. 5. All time keeping devices in the Communications Center are maintained within +/- one 1)second ofthe NetClouktimeserver UTC time. g. Ni percent (9596) of alarms nhoU be answered within fifteen seconds and ninety-nine percent (99%) of alarms shall be answered within forty seconds. 1. This activity is tracked based on the time (hh:mm-.ss) the telephone call was received bvMAR|NCOMM. 2. K8AR|N COMM is only able hodemonstrate compliance for answering 9-1-1 oa|ha. h. Ninety-five percent (95%) of alarms will be dispatched within sixty (60) seconds. This activity is tracked based on the overall telephone call handling and decision b)dispatch processes, CAD benchmark times leading tothis time element are: 2. Incident entered into the CAO 3. Incident dispatched. When a|a,nle are transferred from a primary 9-1-1 public safety answering point (PSAP), the transfer procedure shall not exceed thirty (30) seconds for ninety-five percent (9596) of all alarms processed. The only circumstances where this standard can be evaluated are for jurisdictions where MAR|N COMM is the primary 9-1-1 PSAP (unincorporated areas and the incorporated towns and cities contracting with the COUNTY for police dispatch services), and |nthe city ofNovato because the Novato Police Department operates the COUNTY CAD system nemobs|y. 2 There kanotechnical nroperational way bodetermine compliance for calls transferred to K8AR|N COMM from the primary 9-1-1 PSAP in Fairfax, San Anas|nlo and Twin Cities. The fire departments in those jurisdictions will need to establish compliance criteria with the Chief of Police of the primary 9-1-1 PS/\P in that city or town. Fire alarm 8'1-1 calls received by a primary 9-1-1 PSAP are transferred directly to the fina EXH|B[TC—FineDispotohPerfonmmnce Measures dispatcher receives the call. 9-1-1 emergency telephone calls will batransferred utilizing the selective router orforced transfer process and not relayed by voice unless the connection with the caller is lost. All a|ormo, including requests for additional remouroes, shall be transmitted to the identified emergency response units over the required dispatch circuit orcircuits. Alarm dispatching will occur onthe fire agency's primary dispatch radio channel. The CAD system shall provide the fire dispatcher with an indication of the status of all emergency response units at all times. 1. Emergency response units are required tonotify the fire dispatcher of any changes in their location or capability that may affect the decision to include that unit in an alarm oon|gnrnanL 3. The fire dispatcher is required to maintain the last known unit status in the CAD. The status changes are reDwobad in the a|onn incident history orthe unit history files in the CAD system. nn. The fire dispatcher shall record all significant and benchmark activity inthe CAD including, et a nninirnurn, the following information: Units assigned to the incident, including all companies and supervisors for emergencies and subsequent emergencies; supervisory officers for a|ernxa and subsequent alarms; 2. Time of acknowledgement by each unit; 3. Time of arrival at the scene by each unit; 4. Time each unit cleared the scene and was returned to service. 5. The fire dispatcher will also record other ^benchmark"information broadcast by the first responder and/or the Incident Commander in the CAD incident history. This ino|uden, initial report on conditione, progress naporta, all clear reports, fireground emergency conditions, etc. n. MAR|N COMM will utilize the K8OSCAOfire station alerting system for every alarm dispatch prior bzthe voice announcement. Asteady alert tone will precede the voice announcement of the alarm dispatch on the FD DSP talk group. o. Acommunications officer shall beassigned et majorinoidenha. The Incident Commander must specifically request an Incident Dispatcher be assigned tothe emergency, or an Incident Dispatcher is automatically assigned at the recording of a Fourth Alarm. 2. The Incident Dispatcher shall be qualified based on training and certification in that function. If a qualified Incident Dispatcher is not avoi|eb|e, a qualified Tactical Dispatcher will beassigned unh|an|ncidentOiopahuhermsnbeprovinioned. Incident Dispatchers are available from other agencies in the Bay Area and Northern California through the California Mutual Aid system. 3. The "host" fire agency is responsible for paying any additional costs todispatch an Incident Dispatcher to an emergency scene (typically at the 1.5 hourly salary rate for a minimum of four hours.) p In the event that the emergency unbV$donot acknowledge the alarm assignment whhintvo 1. Re -dispatch the unit(s): EXHIBIT C — Fire Dispatch Performance Measures 2. Contact the unit at their last known quarters location by a secondary means telephone, pager); 3. Notify the supervising officer of the unit by two-way radio communications (ring down, page). q. MARIN COMM shall establish a quality assurance program to ensure the consistency and effectiveness of alarm processing. 1. All personnel assigned to the fire dispatch assignment have completed a comprehensive training program consisting of at least 150 hours of instruction and one-on-one supervision by an experienced fire dispatcher certified as a Communications Training Officer. 2. A Communications Center shift supervisor is on -duty at all times to provide direct leadership to the fire dispatcher, including directing action during unusual or extremely serious circumstances, training and evaluating their subordinates. 3. A Communications Division manager is available on -duty or on-call at all times to coordinate major incident activities in the communications center. 4. Any management, command or administrative officer for agency contracting for fire dispatch services from MARIN COMM may request a tape review of any incident. a. All requests for incident review will be initially handled by a Communications Center supervisor, or as needed, by a Communications Division manager. b. The requesting agency may request a copy of the audio logger recording, a written report or both. 5. The communications liaison officer for any agency contracting for fire dispatch services from MARIN COMM may request an incident review at a subsequent Fire Dispatch Users Group meeting. 6. The Communications Division managers and/or Communications Center supervisors perform random incident reviews to assure performance compliance. 7. MARIN COMM provides call handling statistics to contracting agencies annually based on the previous calendar year. Page - 4