al-al-6a87551fbea760123890519e: 585-X-6 — Emergency Response Readiness Measurement and Performance Audits

APA-1 TRANSMITTAL SHEET FOR NOTICE OF INTENDED ACTION Control: 585 Department or Agency: Alabama Statewide 9-1-1 Board Rule No.: Chapter 585-X-6 Rule Title: Performance Audits Readiness Measurement and Intended Action New Would the absence of the proposed rule significantly harm or endanger the public health, welfare, or safety? Yes Is there a reasonable relationship between the state’s police Yes power and the protection of the public health, safety, or welfare? Is there another, less restrictive method of regulation available that could adequately protect the public? No Does the proposed rule have the effect of directly or indirectly Yes increasing the costs of any goods or services involved? To what degree?: Indirectly, and to a limited degree. The rule does not change the 9-1-1 service charge, which is established by statute, and imposes no cost on subscribers or consumers. Districts will submit quarterly data and to retain source records. Those costs are mitigated because the required metrics are derived from data already generated by district call handling equipment and CAD systems, and because the Board furnishes the reporting cost to districts. Districts found deficient on audit may incur additional cost to implement a remediation plan; that cost is a function of the deficiency identified rather than of the rule itself. that might result from the absence of the proposed rule?the harm No Are all facets of the rule-making process designed solely for the purpose of, and so they have, as their primary effect, the Yes protection of the public? Does the proposed action relate to or affect in any manner any litigation which the agency is a party to concerning the subject No matter of the proposed rule? Does the proposed rule have an economic impact? Yes If the proposed rule has an economic impact, the proposed rule is required to be accompanied by a fiscal note prepared in accordance with subsection (f) of Section 41-22-23, Code of Alabama 1975. R E C ’D & F IL E D Certification of Authorized Official A U G 20, 202 6 I certify that the attached proposed rule has been propoLEdGiI LuAT IVEplSVnce A G EN C Y with the requirements of Chapter 22, Title 41, Code of Alabama 1975, and that it APA-1 conforms to all applicable filing requirements of the Administrative Procedure Division of the Legislative Services Agency. Signature of certifying officer Caleb Branch Caleb Branch Date Thursday, August 20, 2026 APA-2 ALABAMA STATEWIDE 9-1-1 BOARD NOTICE OF INTENDED ACTION AGENCY NAME: Alabama Statewide Nine One One Board Chapter 585-X-6 Emergency Response Readiness RULE NO. & TITLE: Measurement and Performance Audits INTENDED ACTION: New SUBSTANCE OF PROPOSED ACTION: The Alabama Statewide 9-1-1 Board proposes to adopt a new Chapter 585-X-6 of the Alabama Administrative Code implementing Section 11-98-4.3, Code of Alabama 1975, as added by Act 2026-371 (HB 268, 2026 Regular Session). The proposed chapter establishes the statewide Readiness Measurement System required by Section 11-98-4.3(b); prescribes the minimum data elements and metrics districts must report under Section 11-98-4.3(c), including 9-1-1 call volume, time to answer, time to respond, and answered versus unanswered communications across voice, text- to-9-1-1, and multimedia media types; establishes quarterly data submission, certification, and validation requirements and requires each district to designate a Readiness Data Officer; adopts a three-tier readiness framework and the contextual adjustment factors applied under Section 11-98-4.3(d); prescribes the procedures, scope, methods, and time limits governing performance audits authorized by Section 11-98-4.3, including notice to the audited district and the district's opportunity to respond to draft findings; prescribes the required contents of audit reports, remediation plans, and Board supervision of remediation; addresses funding of compliance activities under Section 11-98-4.3(g); commits the Board to provide training and technical assistance to districts at no charge; and establishes standards for confidentiality, redaction, and public release of audit reports. Appendix A identifies the NENA and APCO consensus standards incorporated by reference. Attachments A through D — the Readiness Data Dictionary and Metric Calculation Manual, the Performance Audit Workplan Template, the Performance Audit Report Template, and the Redaction and Publication Standard — are proposed for adoption as part of the chapter. The full text of the proposed chapter is available from the contact person named below and on the Board's website. TIME, PLACE AND MANNER OF PRESENTING VIEWS: Written comments on the proposed action will be received at any time from the date of publication of this notice through the close of the public hearing described below. Comments may be submitted by United States mail to Caleb Branch, Executive Director, Alabama Statewide 9-1-1 Board, P.O. Box 1790, Montgomery, Alabama 36102-1790; by hand delivery or courier to the Board's office at 1 Commerce Street, Suite 620, Montgomery, Alabama 36104; or by electronic mail to caleb@al911.gov. Written comments must be received no later than the final date for comment stated below. A public hearing on the proposed action will be held at 9:00 a.m. Central Time on Wednesday, November 18, 2026, at the Tuscaloosa County Emergency Operations Center, 7400 Richard M. Pierce Parkway, Northport, Alabama 35473, at which any interested person may present oral or written views. Written comments may also be delivered in person at the hearing. Any person wishing to present oral comment is requested, but not required, to notify the contact person named below in advance so that the Board may allot time. Any person requiring an accommodation to participate should contact the person named below not fewer than five (5) business days before the hearing. FINAL DATE FOR COMMENT AND COMPLETION OF NOTICE: Wednesday, November 18, 2026 APA-2 CONTACT PERSON AT AGENCY: Caleb Branch, Executive Director Alabama Statewide 9-1-1 Board Mailing address: P.O. Box 1790, Montgomery, Alabama 36102-1790 Street address: 1 Commerce Street, Suite 620, Montgomery, Alabama 36104 Telephone: (334) 440-7911 Email: caleb@al911.gov Website: al911.gov Caleb Branch Caleb Branch (Signature of officer authorized to promulgate and adopt rules or his or her deputy) ALABAMA STATEWIDE 9-1-1 BOARD ADMINISTRATIVE CODE CHAPTER 585-X-6 EMERGENCY RESPONSE READINESS MEASUREMENT AND PERFORMANCE AUDITS TABLE OF CONTENTS 585-X-6-.01 PURPOSE, AUTHORITY, AND SCOPE 585-X-6-.02 DEFINITIONS 585-X-6-.03 READINESS MEASUREMENT SYSTEM; ESTABLISHMENT 585-X-6-.04 MINIMUM DATA ELEMENTS AND METRICS 585-X-6-.05 9-1-1 CALL VOLUME AND STAFFING STANDARDS 585-X-6-.06 TIME TO ANSWER 9-1-1 CALLS 585-X-6-.07 TIME TO RESPOND TO EMERGENCY CALLS 585-X-6-.08 ANSWERED VERSUS UNANSWERED CALLS 585-X-6-.09 DATA SUBMISSION, FREQUENCY, AND VALIDATION 585-X-6-.10 READINESS METRICS AND PERFORMANCE TIERS 585-X-6-.11 PERFORMANCE AUDIT INITIATION 585-X-6-.12 PERFORMANCE AUDIT SCOPE AND METHODS 585-X-6-.13 AUDIT REPORT; CONTENTS; PUBLICATION 585-X-6-.14 REMEDIATION PLAN; REQUIRED ELEMENTS 585-X-6-.15 BOARD SUPERVISION OF REMEDIATION IMPLEMENTATION 585-X-6-.16 FUNDING OF COMPLIANCE ACTIVITIES 585-X-6-.17 BOARD-PROVIDED TRAINING AND TECHNICAL ASSISTANCE 585-X-6-.18 DUE PROCESS; INFORMAL RESOLUTION; RECORD 585-X-6-.19 CONFIDENTIALITY AND SECURITY 585-X-6-.20 IMPLEMENTATION PHASES 585-X-6-APPENDIX A NENA AND APCO STANDARDS REFERENCE TABLE 585-X-6-ATTACHMENT A READINESS DATA DICTIONARY AND METRIC CALCULATION MANUAL 585-X-6-ATTACHMENT B PERFORMANCE AUDIT WORKPLAN TEMPLATE 585-X-6-ATTACHMENT C PERFORMANCE AUDIT REPORT TEMPLATE 6-1 585-X-6-ATTACHMENT D REDACTION AND PUBLICATION STANDARD 585-X-6-.01 PURPOSE, AUTHORITY, AND SCOPE. (1) Purpose. This chapter establishes (a) the statewide readiness measurement system required by Section 11-98-4.3 of the Code of Alabama 1975; (b) the performance metrics, reporting requirements, and operational standards applicable to districts and PSAPs; (c) the procedures for performance audits authorized by Section 11-98-4.3; (d) the standards for remediation planning and Board supervision; and (e) the framework for redaction and public release of audit reports. (2) Authority. These rules are adopted pursuant to the rulemaking authority granted to the Alabama 9-1-1 Board under Sections 11-98-4.1 and 11-98-4.3(h), Code of Alabama 1975, and consistent with the Alabama Administrative Procedure Act, Chapter 22, Title 41, Code of Alabama 1975. (3) Scope. This chapter applies to all local communication districts, as defined in Section 11-98-1, and to all PSAPs operating within or on behalf of those districts that receive 9-1-1 voice calls, text- to-9-1-1 messages, or other 9-1-1 multimedia communications within the State of Alabama. This chapter does not affect the lawful authority of a district board of commissioners over a PSAP except as expressly provided in Sections 11-98-4.3 and 11-98-11 and these rules. (4) Relationship to existing law. Nothing in this chapter shall be construed to modify or supersede a PSAP's obligations under Section 11-98-11, Code of Alabama 1975, including the obligation under Section 11-98-11(c) for a 9-1-1 operator to remain on a 9-1-1 call until the PSAP has connected the caller with the appropriate provider of emergency services. The data collection categories set forth in this chapter correspond to and implement the call statistics required to be collected pursuant to Section 11-98-4.3(c). (5) Construction. Where the words "shall" or "must" appear in this chapter, the action is mandatory. Where the words "should" or "may" appear, the action is recommended or permissive. Headings and titles are for convenience only and shall not affect interpretation. Author: Caleb Branch Statutory Authority: Sections 11-98-4.1 and 11-98-4.3, Code of Alabama 1975, as added by Act 2026-371 (HB 268, 2026 Regular 6-2 Session); rulemaking authority expressly granted by Section 11-98-4.3(h). History: New Rule: Published ______; effective ______. 585-X-6-.02 DEFINITIONS. As used in this chapter, the following terms shall have the meanings set forth below, in addition to any definitions established in Chapter 585-X-1 of the Alabama 9-1-1 Board Administrative Code and the definitions in Section 11-98-1, Code of Alabama 1975. In the event of any apparent conflict, statutory definitions in Section 11-98-1 control. (1) "Abandoned Call" means a 9-1-1 communication, regardless of media type, that disconnects before a telecommunicator answers. Abandoned Calls are a subset of Unanswered Calls. (2) "Acceptable Level of Readiness" means performance that meets or exceeds the minimum metric thresholds established in Rules 585-X-6-. 05 through 585-X-6-.08 and that is consistent with Section 11-98-4.3(d). The Board's tier framework applying this term is set forth in Rule 585-X-6-.10. (3) "Act 2026-371" means the Act of the Alabama Legislature commonly known as HB 268, Regular Session 2026, codified at Sections 11-98-4.3, Code of Alabama 1975. (4) "APCO" means the Association of Public-Safety Communications Officials International, Inc., a standards development organization producing American National Standards (ANS) for public safety communications jointly with NENA in certain instances. (5) "Attorney General" means the Attorney General of the State of Alabama or a designee thereof acting under Sections 11-98-4.3(e) and 11-98-4.3(f). (6) "Board" means the Alabama Statewide 9-1-1 Board established pursuant to Section 11-98-4.1, Code of Alabama 1975. (7) "Call Answer (or Answer)" means the point at which a telecommunicator engages the inbound 9-1-1 communication such that two-way communication can begin between the caller and the telecommunicator. For text-to-9-1-1 communications, Call Answer occurs when the telecommunicator opens the session and transmits the first responsive message. For multimedia (photo or video) 6-3 communications, Call Answer occurs when the telecommunicator acknowledges receipt within the Call Handling System. (8) "Call Answer Time (or PSAP Answer Time)" means the elapsed time, measured in seconds, between Call Arrival and Call Answer. The metric applies to all measurable 9-1-1 communications received by a PSAP, including voice, text-to-9-1-1, and multimedia. (9) "Call Arrival" means the moment a 9-1-1 communication enters the PSAP's Call Handling Equipment, evidenced by the SIP INVITE delivery, ringdown signal, queue entry timestamp, or equivalent event recorded by the Call Handling System. (10) "Call Handling Equipment (CHE)" means the integrated hardware and software system used by a PSAP to receive, present, queue, route, answer, transfer, record, and log 9-1-1 communications. The term Call Handling System (CHS) is used interchangeably with CHE. (11) "Call Processing Time" means the elapsed time from Call Answer to the earliest of the following events: (i) first transmission of dispatch information to the appropriate emergency service provider via Computer-Aided Dispatch (CAD); (ii) completion of a transfer to a secondary PSAP; or (iii) completion of a transfer or connection to the appropriate emergency service provider. Call Processing Time is distinct from Total Time on Call (defined separately) and is the metric used for compliance reporting under Rule 585-X-6-.07. (12) "Call Volume" means the total number of inbound 9-1-1 communications received at a PSAP during a given reporting period, including voice (wireline, wireless, and VoIP), text-to-9-1-1, and any multimedia communications supported by the PSAP's Call Handling Equipment. (13) "CAD" means the Computer-Aided Dispatch system, including any successor or equivalent system, used by a PSAP or emergency service provider to log incidents, dispatch resources, and record event timestamps. (14) "Caller Hang-Up" means the voluntary termination of a 9-1-1 communication by the caller after Call Answer where the telecommunicator has confirmed that no emergency exists or that the caller does not require further assistance. Caller Hang-Ups are not Abandoned Calls. (15) "District" means an emergency communication district created and validly operating pursuant to Section 11-98-4, Code of Alabama 1975, 6-4 and in this chapter is used interchangeably with the term "local communication district" appearing in Section 11-98-4.3. (16) "Emergency Service Provider" means the meaning set forth in Section 11-98-1, Code of Alabama 1975, including law enforcement, fire, rescue, emergency medical, and other agencies of the State or a political subdivision providing emergency response services, and including private ambulance services as provided by statute. (17) "Executive Director" means the Executive Director of the Alabama 9-1-1 Board, or a designee thereof. (18) "Methods of Response" means the methods set forth in Section 11-98-11, Code of Alabama 1975, by which a PSAP responds to an emergency call, namely: direct dispatch, relay, transfer, or referral. The chosen method is selected by the district board of commissioners pursuant to Section 11-98-11(b). (19) "NENA" means the National Emergency Number Association, an ANSI- accredited standards development organization for 9-1-1 services. (20) "Operational Deficiency" means a confirmed condition affecting readiness identified through a performance audit, including deficiencies in staffing, training, supervision, written protocols, recordkeeping, technology, or facility condition. (21) "Performance Audit" means an audit conducted by the Board pursuant to Section 11-98-4.3(a) to review and evaluate the readiness of a district, including the methods enumerated in that section. (22) "PSAP" means a Public Safety Answering Point, as that term is defined in Section 11-98-1, operated by or for a district to receive 9-1-1 communications and respond to those communications using one or more of the Methods of Response. (23) "Quarter (or Reporting Quarter)" means a calendar quarter beginning on January 1, April 1, July 1, or October 1, respectively, and ending on the last day of March, June, September, or December. (24) "Readiness" means the meaning set forth in Section 11-98-4.3(a), Code of Alabama 1975: the capability of a district, including a PSAP, to expedite the answering, receiving, and transferring of 9-1-1 calls and texts to efficiently dispatch the appropriate emergency service provider as soon as possible to a correct location where property or life may be in jeopardy. For purposes of this chapter, the term "dispatch" in the foregoing statutory definition is read consistently with Section 11-98-11 to include direct 6-5 dispatch, relay, transfer, or referral, and to include the obligation under Section 11-98-11(c) for the 9-1-1 operator to remain on the call until the caller is connected to the appropriate emergency service provider. (25) "Readiness Data Dictionary" means the technical specification published as Attachment A to this chapter, defining each metric, required data fields, calculation methodologies, and submission formats. (26) "Readiness Data Officer" means the individual designated by a district pursuant to Rule 585-X-6-.09 as responsible for the accuracy, timeliness, and certification of data submissions to the Board. (27) "Readiness Measurement System" means the Board's statewide process for collecting, validating, scoring, and reporting readiness-related data submitted by districts, established pursuant to Section 11-98-4.3(b). (28) "Staffing Level" means the number of trained and certified telecommunicators on duty and actively available to receive and process 9-1-1 communications during any given operational shift. (29) "Telecommunicator" means a public safety telecommunicator as defined in Section 11-98-1, Code of Alabama 1975, employed by or on behalf of a district PSAP to receive and process 9-1-1 communications. (30) "Total Time on Call" means the elapsed time from Call Answer to the point at which the telecommunicator disconnects from the 9-1-1 communication after the caller has been connected to the appropriate emergency service provider, consistent with Section 11-98-11(c). Total Time on Call is reported separately from Call Processing Time and is not used to determine compliance with Call Processing Time standards. (31) "Unanswered Call" means any 9-1-1 communication that reaches the PSAP but is not answered by a telecommunicator within the applicable Call Answer Time standard. Unanswered Calls include Abandoned Calls and any communication that disconnects, receives a busy signal, or is not retrieved before the standard is exceeded. (32) "Warm Transfer" means a transfer protocol in which the originating telecommunicator remains on the line with the caller until the receiving emergency service provider or secondary PSAP has assumed responsibility for the call, consistent with NENA-STA-020.1-2020 and 6-6 Section 11-98-11(c). Unattended ("blind") transfers are prohibited for emergency calls. Author: Caleb Branch Statutory Authority: Sections 11-98-4.1 and 11-98-4.3, Code of Alabama 1975, as added by Act 2026-371 (HB 268, 2026 Regular Session); rulemaking authority expressly granted by Section 11-98-4.3(h). History: New Rule: Published ______; effective ______. 585-X-6-.03 READINESS MEASUREMENT SYSTEM; ESTABLISHMENT. (1) Establishment. Pursuant to Section 11-98-4.3(b), the Board shall establish and maintain a Readiness Measurement System to measure the readiness of district public safety services through the collection of data related to the answering, receiving, transferring, and dispatching functions for 9-1-1 communications, including voice, text messages, photos, and videos. (2) Best practices basis. The Readiness Measurement System shall be based on best practices adopted by nationally recognized associations, including NENA and APCO. The Appendix A Standards Reference Table identifies the standards incorporated by reference in this chapter. (3) Data Dictionary and Submission Specification. The Board shall publish, and may from time to time update, the Readiness Data Dictionary (Attachment A) defining each metric, required fields, calculation methods, validation rules, and submission formats. The Board shall provide districts written notice of any update to the Data Dictionary not less than ninety (90) days prior to the first reporting period in which the update applies, except that technical corrections that do not materially change reporting obligations may be issued with thirty (30) days' notice. (4) System architecture. The Board shall design the Readiness Measurement System to (a) accept data from PSAP Call Handling Equipment, CAD systems, and other primary sources; (b) perform automated validation, completeness, and anomaly checks; (c) generate district- and statewide-level dashboards and reports; and (d) maintain an auditable record of all submissions, validations, and revisions. (5) Maintenance. The Board shall review the Readiness Measurement System annually and shall publish on its website a current list of 6-7 incorporated standards, the version of the Data Dictionary in effect, and any pending updates. Author: Caleb Branch Statutory Authority: Sections 11-98-4.1 and 11-98-4.3, Code of Alabama 1975, as added by Act 2026-371 (HB 268, 2026 Regular Session); rulemaking authority expressly granted by Section 11-98-4.3(h). History: New Rule: Published ______; effective ______. 585-X-6-.04 MINIMUM DATA ELEMENTS AND METRICS. (1) Data Collection. Pursuant to Section 11-98-4.3(c), the Board shall collect from each district data that indicates readiness and can be validated, including data regarding 9-1-1 call volume, time to answer 9-1-1 calls, time to respond to emergency calls under Section 11-98-11, and answered versus unanswered calls. (2) Supporting indicators. The Board may also collect supporting operational indicators reasonably necessary to validate or contextualize the statutory metrics, including queue statistics, transfer outcomes, event timestamps, staffing levels, and CAD-coded call dispositions, provided that any such collection is tied to the statutory definition of readiness in Rule 585-X-6-.02(24). (3) Adjustment factors. Pursuant to Section 11-98-4.3(d), the Board shall adjust its evaluation of metrics for factors relevant to each district, including population, geographic service area, crime rate, availability of emergency service providers, and complaints received pursuant to Section 11-98-4.3(e). The framework for applying such adjustments is set forth in Rule 585-X-6-.10(2). (4) Multimedia and non-traditional sources. Where a 9-1-1 communication is delivered to the PSAP through a non-traditional pathway (including, without limitation, supplemental data delivered via NG9-1-1 services such as RapidSOS or successor systems), the PSAP shall report the metric on the basis of the event recorded by the receiving Call Handling Equipment. Where a communication is initially routed to a PSAP other than the appropriate PSAP and is subsequently transferred, each PSAP involved shall report Call Arrival measured at the point of arrival at its own CHE, in accordance with the Data Dictionary. Author: Caleb Branch Statutory Authority: Sections 11-98-4.1 and 11-98-4.3, Code of Alabama 1975, as added by Act 2026-371 (HB 268, 2026 Regular 6-8 Session); rulemaking authority expressly granted by Section 11-98-4.3(h). History: New Rule: Published ______; effective ______. 585-X-6-.05 9-1-1 CALL VOLUME AND STAFFING STANDARDS. (1) Standards foundation. This rule is grounded in NENA-REF-001-2003 (PSAP Staffing Guidelines Report and Staffing Worksheet); NENA- STA-014.2-2025 (Communications Center/PSAP Daily Personnel Operations Standard); APCO/NENA ANS 1.107.1-2015 (Standard for the Establishment of a Quality Assurance and Quality Improvement Program for PSAPs); and APCO ANS 3.103.2-2015 (Minimum Training Standards for Public Safety Telecommunicators). Collectively, these standards establish that PSAP staffing shall be data-driven, continuously evaluated, and adjusted to call volume and workload demands. NENA-STA-014.2-2025 PSAPs should employ a formal, data-driven staffing methodology that accounts for call volume, average handle time, shift scheduling, absenteeism, non-call workload, and service-level targets. Staffing plans should be reviewed at regular intervals and updated based on actual call data. (2) Reporting requirements (Section 11-98-4.3(c)(1)). Each district shall report to the Board the following call volume and staffing data on a quarterly basis, disaggregated by month within the quarter, in the format prescribed by the Board's reporting templates and Attachment A: (a) Total 9-1-1 call volume received at each PSAP, including voice, text-to-9-1-1, and any multimedia communications; (b) Average daily and peak-hour call volume; (c) Authorized staffing level (total funded telecommunicator positions); (3) Minimum staffing standards. (a) Each PSAP shall, at all times, maintain a minimum of one (1) certified and trained telecommunicator on duty and actively available to answer 9-1-1 communications. A PSAP shall not routinely operate with single-person staffing during periods of 6-9 historically elevated call volume without a documented mitigation protocol on file with the Board. (b) Each PSAP shall maintain a current Staffing Policy. (c) A PSAP shall submit its most recent Staffing Policy to the Board upon request and as part of any audit conducted under Rules 585-X-6-.11 through 585-X-6-.13. (4) Workload mitigation planning. Each PSAP shall maintain a written contingency plan, reviewed annually, addressing periods when workload exceeds available staffing and periods in which major incidents or equipment failures reduce PSAP operational capacity. The plan shall identify designated mutual-aid PSAPs, overflow call routing protocols, and procedures for escalating staffing in response to surge events. This requirement aligns with NENA-STA-014.2-2025 and NENA-INF-017.3-2018. Author: Caleb Branch Statutory Authority: Sections 11-98-4.1 and 11-98-4.3, Code of Alabama 1975, as added by Act 2026-371 (HB 268, 2026 Regular Session); rulemaking authority expressly granted by Section 11-98-4.3(h). History: New Rule: Published ______; effective ______. 585-X-6-.06 TIME TO ANSWER 9-1-1 CALLS. (1) Standards foundation. This rule implements the data collection requirement at Section 11-98-4.3(c)(2) and is grounded in NENA-STA-020.1-2020 (Standard for 9-1-1 Call Processing), Section 2.2.1, which represents the current national consensus standard for PSAP call answer time as referenced in the NENA standard. NENA-STA-020.1-2020 Ninety percent (90%) of all 9-1-1 calls arriving at § 2.2.1 the PSAP shall be answered within fifteen (15) seconds. Ninety-five percent (95%) of all 9-1-1 calls should be answered within twenty (20) seconds. The interval is measured from Call Arrival to Call Answer, the point at which two-way communication can begin. (2) Mandatory performance standards. 6-10 (a) Level 1 readiness (mandatory). Each PSAP shall answer ninety percent (90%) of all 9-1-1 communications within fifteen (15) seconds of Call Arrival at the PSAP's Call Handling Equipment. (b) Level 2 readiness (recommended). Each PSAP should answer ninety-five percent (95%) of all 9-1-1 communications within twenty (20) seconds of Call Arrival. (c) Compliance with the mandatory standard shall be measured using data from the full preceding calendar month and evaluated on a monthly basis using data submitted under paragraph (3). (3) Reporting requirements. Each district shall report to the Board, on a quarterly basis and disaggregated by month, the following Call Answer Time data: (a) Percentage of 9-1-1 communications answered within fifteen (15) seconds; (b) Percentage of 9-1-1 communications answered within twenty (20) seconds; (c) Average Call Answer Time for the reporting period; (d) Monthly trend data for the preceding twelve (12) months. For the initial annual reporting cycle, districts shall report all available trend data and shall report on a rolling twelve-month basis thereafter. (4) Measurement methodology. (a) Call Answer Time measurement shall begin at Call Arrival, evidenced by the SIP INVITE delivery, ringdown signal, or equivalent CHE event, and shall end at Call Answer. Queue time attributable to system outages outside the PSAP's reasonable control shall be documented separately and excluded only as provided in Attachment A. (b) Abandoned calls. In calculating compliance with paragraph (2) (a), Abandoned Calls may be excluded from the denominator only where the district affirmatively demonstrates, through call recording or system log data, that the call was abandoned by the caller prior to fifteen (15) seconds of elapsed time. All other Unanswered Calls shall remain in the denominator. (c) Anti-manipulation. A district shall not configure its CHE, manipulate call counts, alter event timestamps, or use call 6-11 dispositions in a manner that artificially improves reported Call Answer Time metrics. Author: Caleb Branch Statutory Authority: Sections 11-98-4.1 and 11-98-4.3, Code of Alabama 1975, as added by Act 2026-371 (HB 268, 2026 Regular Session); rulemaking authority expressly granted by Section 11-98-4.3(h). History: New Rule: Published ______; effective ______. 585-X-6-.07 TIME TO RESPOND TO EMERGENCY CALLS. (1) Standards foundation; statutory framing. This rule implements the data collection requirement at Section 11-98-4.3(c)(3), which references Section 11-98-11. Section 11-98-11 establishes four Methods of Response—direct dispatch, relay, transfer, and referral—from which a district board of commissioners selects the most feasible method, and further requires under subsection (c) that a 9-1-1 operator remain on the call until the caller has been connected to the appropriate provider of emergency services. "Time to Respond" under this chapter accordingly captures the elapsed period during which a PSAP completes its selected Method of Response, and may be reported either as Call Processing Time, Total Time on Call, or both, in accordance with Attachment A. NENA-STA-020.1-2020 Call processing standards establish required and recommended protocols for information gathering, verification, prioritization, and transfer of emergency information to dispatchers or emergency service providers. Required actions are designated by the normative term SHALL; recommended actions are designated by SHOULD. (2) Definitional distinction. (a) Call Processing Time ends at the earlier of: 1. first transmission of dispatch information to the appropriate emergency service provider; 2. completion of a transfer to a secondary PSAP; or 3. completion of a transfer or connection to the appropriate emergency service provider. This metric measures the speed at which the PSAP initiates the appropriate response. 6-12 (b) Total Time on Call (also referred to as "time to disconnect") is measured from Call Answer until the telecommunicator disconnects after the caller has been connected to the appropriate emergency service provider, consistent with Section 11-98-11(c). Total Time on Call is reported separately and is not used to determine compliance with Call Processing Time standards. (3) Performance standards. (a) Each PSAP shall process emergency 9-1-1 communications in accordance with its adopted Standard Operating Procedures (SOPs), which shall be consistent with NENA-STA-020.1-2020 and Section 11-98-11. (b) Mandatory call processing protocols. Consistent with NENA- STA-020.1-2020 and Section 11-98-11, the following protocols are mandatory for all PSAPs: