APCO's telematics task force recently released a
report detailing best practises for public safety agencies handling communication from
telematics call centers.
These recommendations are based on site visits to telematics call centers, input from telematics service providers and a series of regional public safety answering point (PSAP) meetings.
Telematics service providers offer a wide variety of programs to vehicle owners, including location-based services and automatic collision notification. While many of these services do not affect public safety, emergency caller situations clearly do. PSAPs will receive consumer-initiated requests for emergency assistance which will be routed through a telematics call center.
This document is intended to provide clear guidelines for PSAP personnel who handle telematics calls for service. It includes four categories of calls and defines the information the telematics operator is expected to provide to PSAP. It also contains telematics service provider contact information, escalation procedures, requests for information and a glossary of relevant terms. It does not define local response procedures or protocols, allowing each agency to establish appropriate dispatch policy.
