Effective: 06-22-20
Supersedes: CM 310
Purpose: To define the uses and time sensitivity of filling out an ALI Discrepancy Form.
Policy: Dispatch is responsible for ensuring the accuracy of ALI information.
Procedure:
The Master Street Address Guide (MSAG) is the database which stores all of the ALI information for every street in the State and which landline phone number it matches. This is used to obtain the ALI information for a person who calls 911 and to send it to the PSAP’s ANI/ALI computer. This database has to be accurate within 98% of the time. In order to quickly correct any wrong ALI information which may be discovered, the State has set a guideline of (72) hours in which a PSAP has to confirm the problem and send the information to the MSAG once discovered. The process for this is outlined below:
· When a caller advises the call taker that the address they are giving them is correct, and it is not the address that is on the ANI/ALI screen, this alerts the call taker of a potential ALI Discrepancy.
· After the call taker has processed the call, they must immediately notify the Communications Supervisor or Lead Dispatcher.
· The Communications Supervisor or Lead Dispatcher must have someone do a Field Confirmation by going to the address that the caller stated that he/she was calling from and verify that in fact the caller was correct, and the ALI information is incorrect. It is preferred to have a Field Supervisor confirm this, but in a situation where that is not a possibility, it is up to the Communications Supervisor or Lead Dispatcher’s discretion as to who to send.
· If a discrepancy has been confirmed the Communications Supervisor or Lead Dispatcher must fill out and submit the ALI Discrepancy Information Box on the call in the ECW system, stating what the correct information is and who did the Field confirmation.
Failure to complete this task completely and within the time frame will result in progressive discipline up to and including termination.