2023 Laws of Puerto Rico › TITLE TWENTY-FIVE - Internal Security (§§ 1 — 3356) › Subtitle 1 - Generally (§§ 1 — 1973) › PART VIII - Police of Puerto Rico (§§ 1001-1029 — 1973) › Chapter 191 - 9-1-1 Service (§§ 1911 — 1919) › § 1917 - Call-receiving center

(a) The 9-1-1 Service call-receiving centers shall be established and shall operate under the jurisdiction of the 9-1-1 Service Board of Governors, according to the Board’s determinations after analyzing the public’s needs with regard to the resources available to public safety agencies. The call-receiving centers shall be the first contact of the public with the 9-1-1 Service, and shall offer its services equally to all public safety agencies, referring to them the calls received for individual or joint handling.
(b) The call-receiving centers shall be operated by personnel from the participating agencies assigned to the Board, by the Board’s own personnel or by private services contracted for such purpose.
(c) For each call received in the Call Center, telephone companies shall supply the telephone numbers of subscribers who call 9-1-1 and 3-1-1 as well as the addresses where those telephones are located. The number identified and the information about its location sent in electronic format compatible with the Call and Service Unit Dispatch Center Systems.
(d) The Call Center shall not only filter, analyze, and redirect the calls received via 9-1-1 and 3-1-1 to the appropriate public safety agencies or instrumentalities, but also have the means to handle the information provided by telephone companies to identify the origin of such calls and locate the incidents reported. Such means shall allow for the transmission of the greatest amount of data about said incidents to the call centers while they redirect the telephone call.
(e) The call-receiving center shall be in charge of the creation, updating and conservation of the Master Street and Address Directory (GMCD, Spanish acronym), which shall be a computerized geographic information system and shall include in an electronic file, a list of the street names and other public thoroughfares, geographic sectors and reference points with the necessary information and functions for the public safety agents dispatching work.
(f) The call-receiving center shall be in charge of keeping a record of the calls received and their final provision, including the drafting of reports, statistics and pertinent documents.
(g) The Board shall provide the call-receiving centers with the personnel, facilities, equipment and communication and information systems required for the most efficient performance of their functions. The funds for these purposes shall come from the Board’s budget for the public safety agencies individual and joint operation expenses.
(h) Call Centers, in conjunction with telephone companies, shall determine the number of telephone lines and equipment needed to provide an acceptable level of public access to the 9-1-1 and 3-1-1 System in each service region. These lines and equipment may be billed to the Board by the telephone companies at a rate that shall not exceed the regular rates for such services.
History —Dec. 22, 1994, No. 144, § 8, eff. 30 days after Dec. 22, 1994; July 12, 2011, No. 126, § 6.