New Jersey Administrative Code
Title 17 - TREASURY - GENERAL
Chapter 24 - 9-1-1 EMERGENCY TELEPHONE SYSTEM
Subchapter 2 - PUBLIC SAFETY ANSWERING POINTS: STAFFING AND EQUIPMENT REQUIREMENTS AND OPERATIONAL STANDARDS
Section 17:24-2.3 - PSAP: operational standards

1. All components of the 9-1-1 network shall meet or exceed a P.01 grade of service which is no more than one busy signal in 100 call attempts in the average busiest hour.

2. All PSAPs shall be operated on a full-time basis, 24 hours a day, seven days a week.

3. All 9-1-1 calls should be answered in 10 seconds, except that 10 percent of the calls received during the average busiest hour may be answered within 20 seconds.

4. No more than two percent of incoming 9-1-1 calls shall overflow to an alternate PSAP.

5. All 9-1-1 calls shall be answered with a response such as "9-1-1, where is the emergency?" No 9-1-1 call shall be answered with a response that identifies the PSAP as a police department, fire department, or emergency medical service or that gives a geographical or political location of the PSAP.

6. Following receipt of a 9-1-1 call requiring a dispatch of emergency medical, emergency police or emergency fire services, a PSAP call-taker, within 20 seconds for 90 percent of the calls received, will dispose of the call as follows:

7. No call-taker shall transfer a 9-1-1 call without first advising the calling party that the call is being transferred and that the caller should remain on the line until the call is connected. No "blind transfers" are permitted.

8. Following receipt of a 9-1-1 call that is not emergent and does not require emergency services, the call-taker shall clear the line as quickly as possible under the circumstances. If circumstances permit, the call-taker may, if appropriate, refer the caller to the appropriate public safety agency, either verbally or through a pre-recorded message.

9. Whenever possible and practicable, PSAPs and PSDPs dispatching emergency medical services must provide pre-arrival instructions utilizing Emergency Medical Dispatch Guidecards approved by the New Jersey State Department of Health and Senior Services, Office of Emergency Medical Services.