New Mexico
Register / Volume XXXVI, Issue 24 / December 23, 2025
TITLE 10 PUBLIC SAFETY AND LAW ENFORCEMENT
CHAPTER 6 LOCAL
GOVERNMENT LAW ENFORCEMENT AGENCIES
PART 2 ENHANCED
911 REQUIREMENTS
10.6.2.1 ISSUING
AGENCY: Department of Finance and Administration,
Local Government Division.
[10.6.2.1 NMAC - Rp, 10.6.2.1
NMAC, 12/23/2025]
10.6.2.2 SCOPE: The state,
counties and incorporated cities, towns and villages.
[10.6.2.2 NMAC - Rp, 10.6.2.2
NMAC, 12/23/2025]
10.6.2.3 STATUTORY
AUTHORITY: This rule is promulgated pursuant to the
authority granted in Section 63-9D-8.1 NMSA 1978 and is deemed necessary to
carry out the provisions of the Enhanced 911 Act, Sections 63-9D-1 et seq. NMSA 1978.
[10.6.2.3 NMAC - Rp, 10.6.2.3
NMAC, 12/23/2025]
10.6.2.4 DURATION: Permanent.
[10.6.2.4 NMAC - Rp, 10.6.2.4
NMAC, 12/23/2025]
10.6.2.5 EFFECTIVE
DATE: December 23,2025 unless a later
date is cited at the end of a section.
[10.6.2.5 NMAC - Rp, 10.6.2.5
NMAC, 12/23/2025]
10.6.2.6 OBJECTIVE: The objective
of Part 2, Chapter 6 is to carry out the provisions of the Enhanced 911
Act. These rules and regulations are
designed to assist in the development, operation and maintenance of a reliable,
uniform E911 system. This act
establishes a program to provide for the purchase, lease, installation and
maintenance of E911 and NG911, equipment, CAD systems telecommunicator
training, database preparation, database updates, compliance with federal
communications commission (FCC) requirements for phase I and phase II wireless
E911 and NG11 services, and E911 network and NG911 costs as necessary for an
E911 system.
[10.6.2.6 NMAC - Rp, 10.6.2.6
NMAC, 12/23/2025]
10.6.2.7 DEFINITIONS:
A. Definitions beginning with “A”:
(1) “Access tandem” means the
device that switches 911 calls to the proper PSAP.
(2) “ADA” means Americans with
Disabilities Act of Act of 1990.
(3) “Alternate routing” means an
optional feature that is capable of automatically rerouting 911 calls to a
designated alternate location if all 911 trunks from a central office or a
public safety answering point (PSAP) are out of service.
(4) “Answering position” means a
location within a PSAP equipped with an ANI or ALI display, printer or
electronic storage media, telephone, or wireless call map display that is used
to receive and display incoming E911 calls.
(5) “Automatic location identification (ALI)” means a
feature of E911, which displays the physical address of the telephone number
that is being used to place the call. It
requires a data storage and retrieval system, which matches a telephone number
to its physical address. ALI information
can include address (including room or floor), names of law enforcement, fire
and medical agencies responsible for that address, type of service (e.g.,
residence, PBX, Centrex, coin), and name associated with the telephone number.
(6) “Automatic number identification (ANI)” means a
feature of E911, and sometimes basic 911 that automatically displays the
telephone number of the person placing the 911 call at the PSAP. This is
normally the telephone number of the person placing the call, but not always. For example, on older PBX systems, the ANI
telephone number is normally the main number of the system. Therefore,
off-premises stations will be identified as if they had the main telephone
number (ANI) and as if they were located at the primary address of these older
PBXs.
B. Definitions beginning with “B”:
(1) “Basic 911 service” means a
telephone service that automatically connects a person dialing the three-digit
number 911 to an established public safety answering point through normal
telephone service facilities.
(a) “911 emergency surcharge”
means the monthly uniform charge assessed on each access line in the state and
on each active number for a commercial mobile radio service subscriber whose
billing address is in New Mexico.
(b) “911 line/trunk” means a
line/trunk accessed by dialing 911 terminating at a PSAP. 911 lines on basic
911 systems are one-way incoming only.
Outgoing calls can only be made while an incoming 911 call is on the
trunk, to conference or transfer to another location.
(c) “911 PSAP equipment” means the
public safety answering point (PSAP) equipment directly related to the
operation of an E911 system including, but not limited to, automatic number
identification (ANI) displays, automatic location identification (ALI)
displays, controllers, combined ANI\ALI displays, printers, generators,
uninterruptible power supply (UPS), capability for the hearing impaired (TDD)
24/7 continuous logging recorders, work stations, wireless phase I or II
mapping equipment, software associated with the system, telephones and other
miscellaneous equipment necessary to dispatch emergency E911 calls.
(d) “911 service area” means the
area designated by the fiscal agent, local governing body or the division to
receive enhanced 911 service.
(e) “701/709 error report” means
an error report provided by local exchange carriers serving a PSAP area which
details the phone numbers that were not successfully loaded into the 911 ALI
database due to an MSAG or other error.
A “701” error indicates a house number not in MSAG range. A “709” error indicates a street not found in
the MSAG.
(2) “Board” means the state board
of finance.
C. Definitions beginning with “C”:
(1) “Called party hold” means a feature of basic 911
service that enables a PSAP telecommunicator to retain control of an incoming
911 call even if the caller hangs up.
(2) “Central office (CO)” means telephone company
equipment that provides telephone service to the public. More than one CO may be located in the E911
service area.
(3) “CMRS” means communication
mobile radio service carriers.
(4) “Computer aided dispatch (CAD)” means a system used
by dispatchers, call-takers, and 911 operators to prioritize and record
incident calls, identify the status and location of responders in the field,
and effectively dispatch responders.
Responders in the field can receive messages initiated by CAD systems
via mobile data terminals, radios, and cell phones.
(5) “Continuous logging recorder”
means a device, which records date, time, voice and TDD/TTY communications, and
other transactions involved in the processing of calls to and from the PSAP on
a 24/7 basis.
D. Definitions beginning with “D”:
(1) “Database” means information
that is collected, formatted and disseminated and that is necessary for the
functioning of the E911 system, including geographic information system (GIS)
addressing and digital mapping information.
(2) “Default routing (default
answering)” means a standard feature of E911 activated when an incoming 911
call cannot be selectively routed due to ANI failure, garbled digits, or other
causes.
(3) “Designated agents” means other
partner (s) such as the county assessor, the city, or county GIS personnel,
pueblos and tribes within their geographic area, vendors and any person or
entity doing addressing, mapping, GIS or MSAG tasks for a PSAP.
(4) “Diverse routing” means (if available) the practice
of routing calls through different circuit paths in order to prevent total loss
of the 911 system in the event an individual circuit is disabled.
(5) “Division” means the local government division of
the department of finance and administration.
E. Definitions beginning with “E”:
(1) “E911 coordinator” means the
person designated by the PSAP to serve as the coordinator to work with the
division and telecommunication companies regarding 911 issues.
(2) “Emergency call routing function
(ECRF)” means a function element in a Next Generation 911 Core
Services (NGCS) which is a Location to Service Translation protocol server
where location information (either civic address or geo-coordinates) and a
Service URN serve as input to a mapping
function that returns a URI used to route an emergency call toward the
appropriate PSAP for the caller’s location or towards a responder agency.
(3) “Emergency service number (ESN) / emergency service
zone (ESZ)” means a number representing a unique combination of emergency
service agencies (law enforcement, fire and emergency medical service)
designated to service a specific range of addresses within a particular
geographical area, or emergency service zone (ESZ).
(4) “Emergency services routing proxy (ESRP)” means an i3
functional element which is a SIP proxy server that selects the next hop
routing within the ESInet based on location and policy using the PRF. There is
an ESRP on the edge of the ESInet. There
is usually an ESRP at the entrance to an NG9- 1-1 PSAP. There may be one or more intermediate ESRPs
between them.
(5) “Enhanced 911 equipment” means the
public safety answering point equipment directly related to the operation of an
enhanced 911 system, including automatic number identification or automatic
location identification controllers and display units, printers, logging
recorders and software associated with call detail recording, call center work
stations, training, latitude and longitude base station or cell site location
data and GIS equipment necessary to obtain and process locational map and
emergency service zone data for landline and wireless callers.
(6) “Enhanced 911 service” means
service which delivers ANI and ALI to the PSAP.
(7) “Enhanced 911 system (E911)” means,
regardless of the technology used, a landline, wireless, NG-911 or ESInet
system consisting of network switching equipment, database, mapping and
on-premises equipment, or the functional equivalent thereof, that uses the
single three-digit number 911 for reporting police, fire, medical or other
emergency situations, thereby enabling a caller to reach a public safety
answering point to report emergencies by dialing 911, and includes the
capability to:
(a) selectively route incoming 911 calls
to the appropriate public safety answering point operating in a 911 service
area;
(b) automatically display the name,
address and telephone number of an incoming 911 call on a video monitor at the
appropriate public safety answering point;
(c) provide one or more access paths for
communications between users at different geographic locations through a
network system that may be designed for voice, text or data, or any combination
of these, and may feature limited or open access and may employ appropriate
analog, digital switching or transmission technologies;
(d) relay to a designated public safety
answering point a 911 caller's number and base station or cell site location
and the latitude and longitude of the 911 caller's location in relation to the
designated public safety answering point; and
(e) manage or administer the functions
listed in Paragraphs (1) through (4) of this section.
(8) “Emergency services internet protocol
network (ESInet)” means a secure Internet Protocol (IP)-based network that
is managed or operated by a 911 Authority or its agents or vendors and that is
used for emergency services communications, including Next Generation 911.
F. Definitions beginning with “F”:
(1) “Fiscal agent” means the local governing body that administers
grants from the fund for a given locality or region by agreement.
(2) “Forced disconnect” means a
basic 911 feature, which allows a PSAP attendant to disconnect a 911 call and
prevents intentionally jamming of 911 lines by callers who refuse to hang
up. E911 uses the “time-out” CO feature to “force disconnect”.
(3) “Fund” means the
enhanced 911 fund defined by Section 63-9D-8 NMSA 1978 created in the state
treasury to be used for the purchase, lease, installation or maintenance of
enhanced 911 equipment as defined by Subsection K of Section 63-9D-3 NMSA 1978
necessary for an enhanced 911 system.
G. Definitions beginning with “G”:
(1) “GIS” means geographic information system.
(2) “GIS providers” means any
individual, entity or agency creating or managing data for GIS addressing and
mapping within a PSAP service area.
(3) “Grantee” means the board of county commissioners
of a county or the governing body of a municipality as defined in the
Municipality Code that have received a grant pursuant to the E911 Act.
H. Definitions beginning with “H”: [RESERVED]
I. Definitions beginning with
“I”: “Instant playback recorder”
means a device that allows for the instant playback of the audio portion of a
911 call and a radio call at the E911 position.
J. Definitions beginning with
“J”: [RESERVED]
K. Definitions beginning with “K”: [RESERVED]
L. Definitions beginning with “L”:
(1) “LDB coordinator(s)” means the
person, or in some cases, the persons responsible for assuring that the LDB is
correct and up-to-date.
(2) “Local exchange access line”
means a telephone line connecting a telephone to the telecommunications
company’s central office.
(3) “Local exchange area” means a
geographic area encompassing one or more local communities served by a
telecommunications company.
(4) “Location Database (LDB)” means a
server that retains all of the current information, functionality, and
interfaces of today’s ALI and can utilize the new protocols required in an
NG9-1-1 deployment.
(5) “Location Validation Function (LVF)”
A functional element in a NGCS that is a lost protocol server where civic
location information is validated against the authoritative GIS database
information. A civic address is considered valid if it can be located within
the database uniquely, is suitable to provide an accurate route for an
emergency call and adequate and specific enough to direct responders to the
right location.
M. Definitions beginning with “M”:
(1) “MSAG coordinator(s)” means
the person, or in some cases, the persons responsible for assuring that the
MSAG is correct and up-to-date.
(2) “Master street address guide
(MSAG)” means the document or computer file that lists the physical street
names (including the street prefix, suffix, and directional), address ranges,
emergency service number and other routing codes used in the data management
system (DMS) of an E911 system
equipped with selective routing or automatic location identification.
(3) “Monthly recurring cost (MRC)”
means costs incurred by CMRS carriers for monthly trunking (T-1’s to the two
9-1-1 access tandems) and the monthly wireless systems service provider (3rd
party vendor) cost.
N. Definitions beginning with “N”:
(1) “National emergency number
association (NENA)” means the national association of telecommunications
professionals involved with 911 service.
NENA recommends PSAP policies and guidance on wireless E911 call
taking. Membership includes employees of
federal, state and local government agencies, telecommunication companies, and
other communications service and equipment vendors.
(2) “Network” means any system
designed to provide one or more access paths for communications between users
at different geographic locations; provided that a system may be designed for
voice, data, or both, and may feature limited or open access and may employ
appropriate analog, digital switching or transmission technologies.
(3) “Next generation 911 (NG911)”
means a next generation 911 system consisting of network, hardware, software,
data and operational policies and procedures that:
(a) provides standardized interfaces from
call and message services;
(b) processes all types of emergency
calls, including non-voice (multimedia) messages;
(c) acquires and integrates additional
data useful to call routing and handling;
(d) delivers the calls, messages and data
to appropriate public safety answering points and other appropriate emergency
entities;
(e) supports data and communications
needs for coordinated incident response and management; and
(f) provides a secure environment for
emergency communications.
(4) “NG911 core services” means
the base set of services needed to process a 9-1-1 call using the standards and
interfaces of i3. These services are
enabled by the NGCS functional elements ESRP, ECRF, LVF, BCF, bridge, policy
store, logging services and typical IP services such as DNS and DHCP. The term NG9-1-1 core services includes the
services and not the network on which they operate. See emergency services IP network.
O. Definitions beginning with “O”: “Originating service provider (OSP)”
means providers that originate 911 traffic, specifically wireline providers;
commercial mobile radio service (CMRS) providers, covered text providers, and
Internet-based telecommunications relay service (TRS) providers that are
directly involved with routing 911 traffic.
P. Definitions beginning with “P”:
(1) “Phase I cellular service”
means the wireless carriers deliver a cellular 911 call to the PSAP nearest to
the caller. At the PSAP the caller’s
phone number (ANI) will be available along with a map location of the carrier’s
tower receiving the wireless call with a probability factor, mapping an area
from where the caller is located. This
area may range from a square mile within a municipality,
to several miles along a highway.
(2) “Phase II cellular service”
means the wireless carriers will not only deliver a cellular 911 call to the
PSAP nearest to the caller, but provide the caller’s phone number (ANI) and the
caller’s approximate location (ALI) using the latitude and longitude of the
caller with a probability factor.
(3) “Policy routing function (PRF)” means that
functional component of an emergency services routing proxy that determines the
next hop in the SIP signaling path using a policy.
(4) “Primary public safety answering point” means a PSAP
equipped with automatic number identification and automatic location
identification displays, wireless mapping equipment, and the first point of
reception of an E911 call. It serves the
911 service area in which it is located, and other municipalities as may be
determined by the service area committee.
(5) “PSAP
consolidation” means the combining of one or more PSAPs within a county to form
a single PSAP to serve the constituents previously served by the individual
PSAPs.
(6) “PSAP serving area” means the
geographic area containing a PSAP that is capable of answering all 911 calls
and responding to them appropriately.
(7) “Public safety agency” means a public agency that provides law
enforcement, fire, medical, or other emergency services.
(8) “Public safety answering point
(PSAP)” means a 24-hour local communications facility that receives 911
service calls and directly dispatches emergency response services or that
relays calls to the appropriate public or private safety agency.
Q. Definitions beginning with “Q”: [RESERVED]
R. Definitions beginning with “R”: [RESERVED]
S. Definitions beginning with
“S”: [RESERVED]
(1) “SAU” means a specific address
unknown which is a record in the ALI database (with corresponding records in
the MSAG) that does not have a valid street address associated with it.
(2) “Secondary public safety answering point” means a
facility equipped with automatic number identification, automatic location
identification displays and all other features common to primary PSAPs. It receives 911 calls only when they are
transferred from the primary PSAP or on an alternate routing basis when calls
cannot be completed to the primary PSAP.
(3) “Selective routing database”
means the routing table that contains telephone number to ESN relationships
which determines the routing of 911 calls.
(4) “Selective transfer” means that on systems with
selective transfer, calls are routed to the proper secondary PSAP(s).
(5) “Service area” means the
geographic area in which one or more entities participating in a 911 system are
responsible for responding to all 911 calls and for ensuring that appropriate
emergency assistance is dispatched.
(6) “Spatial interface” means spatial
interface is the interface between the GIS provided information and the
functional elements that consume GIS data, such as the ECRF or LVF.
(7) “Speed calling” means
abbreviated dialing which can be programmed in a central office to allow
calling of seven or ten digit numbers by dialing only one or two digits. On E911, a separate 30 number (two digit)
speed call list may be provided for each primary and secondary PSAP as a
standard feature.
T. Definitions beginning with “T”:
(1) “Tandem routing or selective
routing” means a feature that permits an E911 call to be routed to the
designated primary PSAP based upon the telephone number of the calling
party. This feature routes calls to the
primary PSAP responsible for emergencies at the address of the telephone
placing the call based on the ANI telephone number and associated emergency
service number (ESN) in the tandem office.
(2) “Telecommunications company” means an individual,
corporation, partnership, joint venture, company, firm, association,
proprietorship or other entity that provides public telecommunication services
capable of originating an E911 call, to include any database management company
contracted to create or maintain the PSAP’s MSAG.
(3) “Telephone devise for the hearing
impaired/teletype (TDD/TTY)” means a telecommunication device consisting of
modems that permit typed telephone conversations with or between hearing or
speech-impaired people.
U. Definitions beginning with “U”:
(1) “Uninterruptible power supply (UPS)” means a
system designed to provide power, during a period when the normal power supply
is incapable of performing up to par.
(2) “USPS Publication 28” means an
extensive standards guide authored by the United States postal service (USPS)
that governs acceptable road naming and addressing standards appropriate for
E911 MSAG and addressing.
V. Definitions beginning with “V”: “Vendor” means a person that
provides enhanced 911 equipment, system, service or network support.
W. Definitions beginning with “W”:
(1) “Wireless /
cellular” means a telephone linked to the public switched telephone network
(PSTN) via a radio link through a company providing the radio link from various
tower / antenna sites through which their switching equipment connects the
wireless caller to the PSTN. Phase I
wireless companies connect the wireless caller to the nearest PSAP by using the
cell tower location being used by the cellular caller and selective routing.
(2) “WE911” means wireless enhanced 911.
(3) “Wireless working
group (WWG)” means an advisory committee consisting of members directly
involved in the phase I and phase II implementation of a PSAP and may consist
of personnel from the division, the PSAP, the local or Qwest telephone company,
wireless call-routing vendor, NM department of public safety (DPS) and the
applicable local staff that provides local geographic information services
(GIS). This advisory committee serves at
the discretion of the division and may dissolved when
no longer needed.
X. Definitions beginning with “X”:
Y. Definitions beginning with “Y”:
Z. Definitions beginning with “Z”:
[10.6.2.7 NMAC - Rp, 10.6.2.7 NMAC, 12/23/2025]
10.6.2.8 INTRODUCTION:
A. In
New Mexico, the responsibility and authority for delivering emergency medical
services, public fire protection, and law enforcement generally rests with the
state, counties, and municipalities.
This is true even when supplemental services are performed by others,
such as private ambulance companies or independent public authorities and
non-profit organizations with limited internal fire protection and security
forces.
B. An
E911 telephone emergency system
provides:
(1) expansion of the capabilities of the basic 911 emergency
telephone number;
(2) faster response time, which minimizes the loss of life and
property;
(3) automatic routing to the appropriate public safety
answering point;
(4) immediate visual display of the telephone number, name,
and address or location of the calling party; and
(5) identifies callers, curtailing abuse of the emergency
system.
[10.6.2.8 NMAC - Rp, 10.6.2.8
NMAC, 12/23/2025]
10.6.2.9 GUIDELINES:
A. Guidelines for basic, E911,
and NG911 service, system, equipment and network design and maintenance shall
be established by the division following the best nationally accepted concepts
and operating practices.
B. E911 and NG911 call
information shall follow the national NENA standards.
[10.6.2.9 NMAC - Rp, 10.6.2.9
NMAC, 12/23/2025]
10.6.2.10 DATABASE
DEVELOPMENT REQUIREMENTS:
A. Database:
(1) The grantee and its designated agents shall work with the
telecommunication company(s) , either directly or through an intermediary
vendor or platform, to verify street names, address numbers, address number
road ranges, legacy information as required by NextGen service provider (e.g.,
ESN, postal community, etc.), and other information required for supporting
both legacy and location-based call routing policies. These same agents shall also work to assign
and verify the 9-1-1 address associated with each landline telephone number
within the PSAP’s geographic boundary.
(2) The grantee and its
designated agents shall work together to provide all database information in
the format specified by the division to the data provisioning interface
designated by the division. Both the
database format and data provisioning interface shall be determined by the
division and communicated to the grantees and their designated agents.
(3) The E911
coordinator, as defined by Subsection D of 10.6.2.11 NMAC, or his/her appointed
LDB coordinator(s), shall ensure that changes and additions to road network and
the emergency response boundaries (ESB) in the geographic boundary of the PSAP
are communicated to the division or designated third-party on a continuous and
timely basis. The division or designated
third-party shall dictate the format and transmission method of these updates.
The LDB Coordinator, or local GIS staff acting on their behalf, will be
notified of location database discrepancies by either the division or a
third-party and shall resolve these discrepancies in a timely manner and
confirm such changes are reflected in the LDB.
(4) The division requires that all municipal and county public
safety answering points (PSAPs) maintain accurate MSAG, ALI and GIS databases,
including synchronizing GIS data with legacy MSAG-ALI data at a rate above or
higher than the standard required by the division or designated third-party
vendor.
(5) Exceptions to Paragraph (4) of
Subsection A of 10.6.2.10 NMAC may be requested in writing to the secretary of
the department of finance and administration by submittal of a written plan
detailing how the PSAP shall achieve the synchronization standard required by
the division or designated third-party vendor.
(a) The plan shall
include the tasks to be completed, completion dates, individuals or entities
involved and shall designate one person responsible for successful and timely
execution of the plan.
(b) The secretary’s
decision on granting or denying an exception to Paragraph (4) of Subsection A
of 10.6.2.10 NMAC is final and not appealable.
(c) The division
shall continue to work with PSAPs that are denied an exception to Paragraph (4)
of Subsection A of 10.6.2.10 NMAC to develop an acceptable plan.
(6) All telecommunication companies shall update the
“selective routing database”, MSAG and ALI within 48 hours of completion of a
service order by the telecommunication company.
Telecommunication companies shall ensure that all submitted changes,
deletes and additions have been applied to the telecommunication databases in a
timely manner. If required by
telecommunication companies, the E911 coordinator or his/her appointed MSAG coordinator(s)
will provide a yearly summary of changes submitted in the past year to the
telecommunication company(ies).
B. ALI:
(1) Every telecommunication company providing ALI shall
present uniform data, as defined by the NENA standards.
(2) The ALI shall be displayed and printed or archived
immediately in the database when the 911 call is made.
(3) Each ALI data set shall include as a minimum:
(a) area code and telephone number;
(b) class of service;
(c) time in a
24-hour format (may be printed and not displayed);
(d) date (may be printed and not
displayed);
(e) subscriber name or designation of
non-published number;
(f) house (building) number;
(g) house number (building) suffix;
(h) directional prefix
(NE, NW, SE, SW);
(i) street
name including type;
(j) emergency service number location;
(k) community name;
(l) the state name;
(m) emergency service number;
(n) pilot number;
(o) emergency service number translation;
(p) any comments present;
(q) emergency response names of law
enforcement, fire and EMS.
(4) ALI information shall use conventional English or NENA
standard abbreviations where necessary and shall not use single letter or digit
codes.
C. Database
development of physical addresses:
Addressing guidelines in addition to the requirements of this rule shall
be established by the division. These guidelines must be followed by grantees
that seek reimbursement for costs from the fund.
D. Other
classes of service:
(1) The wireless working group shall advise the division on
the development of procedures for:
(a) the delivery of cellular / wireless
service to the 911 service area, and;
(b) the establishment of a statewide
standard PSAP screen display format for the phase I and phase II information.
(2) Personal communications networks and any other future
mobile or personal communications systems shall also be required to adhere to
Subsection D of 10.6.2.10 NMAC above.
[10.6.2.10 NMAC - Rp,
10.6.2.10 NMAC, 12/23/2025]
10.6.2.11 PSAP
EQUIPMENT, ACQUISITION AND DISBURSEMENT OF FUNDS:
A. The
PSAP equipment must be capable of handling emergency call volumes to meet the
needs of the public. This equipment must
be compatible with that of the telecommunication company providing the 911
network and database.
B. In
order to qualify for a PSAP, an applicant shall have a 24-hour, seven days per
week (24/7) communication facility
C. A
public safety answering point, at a minimum, shall be equipped with the
following features:
(1) ANI;
(2) ALI;
(3) call detail information;
(4) default routing (default answering) until selective
routing is approved by the division;
(5) ability to print call detail information with either paper
or electronic media;
(6) ability to transfer voice or TDD/TTY and data;
(7) selective and fixed button transfer on E911 systems;
(8) a minimum of 30 minutes uninterruptible power supply;
(9) TDD/TTY communications capability at each 911 answering
position;
(10) switch hook status;
(11) for basic 911 be able to “ring back”, i.e. phone back the
911 caller, put the caller on hold: disconnect the caller;
(12) 911 related calls, which pass through switching equipment,
must provide transfer, conference, speed dialing and supervision of all calls
until successfully transferred or terminated;
(13) each PSAP shall be equipped with at least one E911 answering
position; when there is more than one answering position, they shall be
similarly equipped with access to all incoming 911 lines, outgoing
dedicated/switched lines, tie lines, and dial out lines;
(14) each PSAP shall be equipped with a continuous logging
recorder; this logging recorder shall have:
(a) the capacity to record both sides of
a conversation on each incoming 911 call and all radio communications while
dispatching the 911 call;
(b) the ability to continuously document
the year, date and time of each recorded event and the capability to record
both voice and TDD/TTY;
(15) to maintain reliability, each PSAP shall be equipped with
instant playback voice recorders at each call answering and radio position;
(16) each 911 trunk will have incoming emergency calls identified
by both audible and visual and different indicators for landline and wireless
trunks;
(17) each PSAP shall have sufficient 911 answering positions and
staff to ensure that 90 percent of all 911 calls are answered in no more than
15 seconds and 95 percent of all 911 calls should be answered within 20 seconds
during normal peak operating periods; staffing levels may vary during the
working day to meet this requirement;
(18) for quality assurance and training purposes, PSAP answering
equipment shall be provided for supervisors so they can monitor incoming
emergency calls;
(19) each PSAP may be provided equipment furniture to adequately
support the E911, CAD, and radio
equipment, and the telecommunicators and dispatchers;
(20) each PSAP will have a back-up generator capable of keeping
the PSAP operating until commercial power is restored; and
(21) each PSAP will have a written agreement with a fully
equipped PSAP capable of taking the PSAP’s calls and dispatching the
appropriate emergency response; PSAP transfer is accomplished by use of the
“make busy” circuit, or calling the E911 center to reroute their 911 calls to
the agreed upon PSAP.
(22) each PSAP shall be equipped to receive text-to-911 service.
D. PSAP administration:
(1) Every grantee participating in the E911 system shall
designate someone to serve as a coordinator to work with the division and the
telecommunication company regarding 911 issues.
(2) All coordinators working with the division and the
telecommunication company regarding 911 issues will have personal work email
address for receiving information regarding training classes, consolidation
efforts, and transmittal of information required by this office.
(3) Only incorporated municipalities, counties, state police
or native American tribes or pueblos, public safety agencies or their
authorized agents may receive 911 calls.
(4) The 911 number shall be used to receive incoming emergency
calls transferred to the PSAP by other PSAPs for certain alternate and default
routing arrangements.
(5) 911 trunks shall not be used to make outgoing calls, but
may be used to make outgoing transfer 911 calls if there is an incoming 911
call on the line/trunk.
(6) 911 trunks shall be used solely to receive emergency 911
calls at primary PSAPs and the transfer of 911 calls to another PSAPs.
(7) There shall be at least one PSAP operating 24 hours a day
within the 911 service area. Municipalities and counties shall participate and
assist with the operational costs necessary to maintain the service.
(8) Each PSAP shall maintain an up-to-date detailed profile of
the PSAP. This profile shall include at
a minimum:
(a) exact address of the PSAP;
(b) number and type of positions;
(c) type of equipment to include E911
call answering equipment, telephone switching equipment, wireless mapping
equipment; and CAD system, radio system, and make and model of UPS and back-up
generator;
(d) number and type of dedicated/
switched voice/data circuits;
(e) routing central office and PSAP end
office;
(f) maintenance control center to
include name of company, physical address, telephone number, email address, and
your point of contact for E911 equipment and voice logging recorder, if
different from E911 equipment maintainer;
(g) PSAP coordinator and alternate
contact name, address, phone number, and their PSAP email address;
(h) type and manufacturer of CAD system,
if any, and type and manufacturer of voice logging recorder;
(i) GIS representative to include
physical address, telephone number, and email address.
(9) Each PSAP shall maintain at least one unpublished ten
digit emergency number. This number
shall also be used to receive incoming emergency calls transferred to the PSAP
by other PSAPs for certain alternate and default routing arrangements.
(10) The PSAP shall be responsible for coordinating the
“emergency service listing” on the inside front page(s) of their local
telephone directories. Each PSAP will
have a published seven-digit number for non-emergency calls
(11) Subscriber information provided in accordance with the 911
system shall be used only for the purpose of responding to emergency calls or
for use in any ensuing investigation or prosecution directly resulting from a
911 call, including the investigation of false or intentionally misleading
reports of incidents requiring emergency service.
(12) All voice and TDD/TTY recordings of incoming 911 calls shall
be retained in accordance with state records center and archives regulations
for municipal police and county sheriff records.
(13) Except for those devices, such as TDD/TTY, used by disabled
persons requesting emergency assistance, no individual or company shall be
allowed to send an automatic alarm or use an alerting device that causes 911 to
be automatically dialed and to transmit a prerecorded signal or message to the
PSAP on a 911 line.
(14) PSAP personnel shall program and maintain a list of the
fixed and auto-dial transfer features.
This feature will allow the PSAP to use the dedicated/switched 911
network to transfer 911 calls pertaining to emergencies outside its
jurisdiction, to the appropriate PSAP.
When a 911 caller is transferred, the transferring PSAP shall announce
to the receiving PSAP that they are transferring a call for service. Will remain on the line and will inform the
receiving PSAP that this is a transferred call for service.
(15) Call handling procedures and other related PSAP operations
shall be implemented according to the training guidelines established by the
division. Each PSAP shall have the
ability to:
(a) transfer 911 calls to their back-up
PSAP or another PSAP within or outside their 911 service area;
(b) directly dispatch public safety
services or relay information to a public safety agency; all PSAPs that
transfer 911 calls to a seven-digit administrative telephone line for the
purpose of an outside the PSAP agency dispatching emergency services will obtain
from, and have on file, a release of liability from the dispatch agency, and
must forward a copy of the release to LGD for file; or,
(c) directly dispatch public safety
services.
(16) Any emergency unit dispatched to a location outside its
jurisdiction in response to a request shall render services to the requesting
party until relieved by the public safety agency responsible for that
geographical area.
(17) All PSAPs shall be staffed 24-hours-a-day,
seven-days-a-week, and operated by personnel certified by the state department
of public safety pursuant to Section 29-7A-4 NMSA 1978, as amended. Staffing
levels may vary during the working day to meet this requirement.
(18) Special circumstances:
(a) In accordance with ADA each PSAP
shall establish procedures to handle calls from speech and hearing impaired
individuals via TDD/TTY including the use of TDD call detectors and diverters.
(b) PSAPs shall develop procedures for
handling an unanswered or silent 911 call and are urged to dispatch a public
safety response unit(s) if the PSAP receives no response to the call back.
(c) PSAP shall develop procedures for
text-to-911, including SMS texts and RTT voice calls. PSAP should develop workflows for pictures
and video.
(d) PSAPs are recommended to refer to
NENA standard 045.1-2025 for the handling of 988 related calls to establish an
effective working relationship with the 988 community.
(19) Every PSAP will prepare an annual report for the division to
include the information in Paragraphs (8), (9), (14) and (18) of Subsection D
of 10.6.2.11 NMAC, above. Send the
report electronically (email), or if email is not available, by regular mail to
arrive at the division not later than June 30th of each year.
(20) Callers to 911 may only be transferred once to another
PSAP. If, after the transfer, the 911
caller is not connected to the appropriate PSAP, the receiving PSAP shall take
all of the necessary information to handle the call and then contact the
appropriate PSAP for response.
(21) When a 911 caller is transferred, the transferring PSAP shall
announce to the receiving PSAP that they are transferring a call for
service. The transferring PSAP may stay
on the line until such time as they are released.
(22) Each PSAP shall devise a contingency plan to provide
continued emergency service when the PSAP is out of service.
(23) Each PSAP shall create and maintain their policy routing
plan within the NGCS for normal, alternate, and incident-based call routing.
PSAPs should develop MOU’s with their selected “next hop” PSAPs.
E. Funding, eligible costs:
(1) The cost of enhanced 911 equipment necessary to provide
E911 service may be recovered from the fund, including costs associated with
the purchase, lease, installation of enhanced 911 equipment as well as enhanced
911 equipment furniture, training, and maintenance, with the exception of
mobile and portable radio equipment and logging recorder maintenance.
(2) Money for other equipment indirectly related to the E911
system is the responsibility of the grantee, unless the division approves of
such equipment.
(3) The network capability costs and database and services
necessary for an E911 system can be recovered from the fund.
(4) Costs for addressing including equipment and labor may be
funded based upon demonstrated need and the availability of funds. Demonstrated need may include the maintenance
on all software that the GIS / rural addressing departments use to create data
for the PSAPs.
(5) Grantees that have received approval from the division may
incur and recover course registration costs to train telecommunicators and GIS
personnel from the fund.
(6) Upon prior
approval of the division, travel mileage and / or per diem for telecommunicator
and GIS personnel training may be reimbursed, while any request for travel
mileage and / or per diem without prior
approval will NOT be reimbursed.
(7) Mapping equipment and network for wireless phase I and
phase II, and the NG-911 system.
(8) The cost of computer-aided dispatch (CAD) systems may be
recovered from the fund, including costs for hardware, software, licenses, and
maintenance.
F. Funding,
ineligible costs:
(1) basic termination charges incurred due to the
disconnection of telephone equipment to be replaced with 911 equipment;
(2) capital outlay expenditures, such as, buildings,
remodeling, moveable chattels, communication towers and equipment not directly
related to a 911 telecommunicator position;
(3) mobile radios, pagers or cellular telephones;
(4) seven-digit transfer-to-lines;
(5) incoming emergency seven-digit line group;
(6) costs associated with implementing or maintaining basic or
E 911 systems or features not approved in writing by the division;
(7) private line circuit costs unless approved by the
division;
(8) directory listings;
(9) call volume indicators used after the initial twelve month
implementation or when not otherwise justified;
(10) maintenance costs for radio equipment and other
miscellaneous equipment that is not determined to be 911 PSAP equipment;
(11) direct or indirect overhead costs, such as contributions to
retirement, health insurance, labor, departmental operation overhead, rent,
utilities or building remodeling;
(12) Reimbursement for equipment not previously approved by the division prior to purchase.
[10.6.2.11 NMAC - Rp,
10.6.2.11 NMAC, 12/23/2025]
10.6.2.12 REVIEW
AND APPROVAL PROCESS:
A. After requesting enhanced 911 service from a
telecommunications company or CMRS, a local governing body, acting as
the fiscal agent for a PSAP, may by ordinance or resolution, recover from the
fund an amount necessary to recover the approved costs of providing the
enhanced 911 system in its designated 911 service area.
B. The
PSAP and its fiscal agent make a formal written request to the E911 program
manager at the division for funding assistance in upgrading their current
equipment or adding new equipment to meet new PSAP responsibilities or other
eligible costs.
C. If
applicable, a project manager from the division will make a site visit to the
PSAP to determine the need and funding eligibility for the requested equipment
and its conformance with advancing short or long-term policy to consolidate
PSAPs.
D. If
after discussions with the PSAP manager and his/her clients, the division
believes the request has merit, is eligible for funding, and is consistent with
PSAP consolidation policy, the PSAP in conjunction with the division will
request price proposals from appropriate state price agreement vendors. The division promotes the consolidation of
PSAPs and discussions will be held with all participants to determine the
feasibility of consolidation. Discussion
items will consist of the following:
(1) age and useful life remaining of existing equipment;
(2) estimated maintenance costs of continued use of existing
equipment;
(3) equipment manufacturer’s commitment to continued
maintenance support of the existing equipment;
(4) continued use of analog technology vs. updating to digital
technology;
(5) potential impact of wireless E911 implementation on PSAP
and its continued use of existing equipment;
(6) PSAP vendors and telephone companies’ readiness to install
equipment;
(7) desire of PSAPs and their clients to consolidate all PSAP
/ dispatch functions at that time; and,
(8) the municipal and county governments’ ability to fund
supporting infrastructure for a consolidated PSAP.
E. If
the division determines the request does not have merit or there is inadequate
funding available for the request, it will be returned to the PSAP as “not
approved by the division”.
F. Validated
PSAP requests that have passed the above process, will be forwarded in writing
by the PSAP and the PSAP’s fiscal agent to the division director for approval
to place the request(s) on the board of finance meeting agenda.
G. Any item(s) that the division
director determines are inappropriate will not be approved for inclusion in the
board’s meeting agenda. Rejected
requests will be returned to the PSAP as “not approved by the division”.
H. The
division will present the E911 funding project list to the board for approval.
I. Fully
executed grant agreement(s) and subcontract(s) shall be provided to the
division for the official file. If necessary, subcontracts shall be procured in
accordance with the New Mexico Procurement Code and applicable regulations.
[10.6.2.12 NMAC - Rp,
10.6.2.12 NMAC, 12/23/2025]
10.6.2.13 GEOGRAPHIC
INFORMATION SYSTEMS (GIS) STANDARDS: In order to ensure that address, road, and
boundary-related GIS data can be effectively used and integrated at a statewide
level, standards are needed for attribute data consistency and the development
of spatial data by entities creating them with geographic information systems
(GIS). Pursuant to Section 63-9D-4 NMSA
1978, all local governing bodies in New Mexico provide 911-related GIS datasets
to either the Division or a designated third-party, as follows:
A. Local
governing bodies may either perform this task themselves or establish an
agreement with a different governing body or third-party vendor to perform this
task on their behalf.
B. The
GIS feature classes and associated attribution data shall be compliant with
data standards established by the Division.
C. The
geographic data shall be spatially complete for each GIS entity’s defined area
of responsibility, but must not extend past their geographic area of
responsibility. Local GIS staff shall
collaborate with neighboring agencies to ensure road and boundary data align
with neighboring datasets.
D. Road
centerlines shall be split at 911 and civic boundaries, as determined by the
division, and road ranges in the resulting road segments shall be updated
accordingly.
E. GIS
data shall be synchronized with legacy MSAG and ALI data to maintain
synchronization rates at or above the required match rate established by the
division. Discrepancies may require modifying either GIS datasets or datasets traditionally
maintained by telecom companies.
Depending on a number a factors, GIS staff may either be asked to work
directly with telecom companies or through an intermediary vendor or platform.
F. Local
governing bodies shall update GIS datasets to reflect changes within the
timeframe established by the Division.
Local governing bodies shall also update related datasets separately if
required by the Division.
[10.6.2.13 NMAC - Rp,
10.6.2.13 NMAC, 12/23/2025]
10.6.2.14 PLANNING
AND IMPLEMENTATION OF ENHANCED WIRELESS SERVICE:
A. E911 service to include phase I and
phase II wireless shall be provided to the entire telecommunication company(s)
service area(s) and should be implemented on a countywide or regional basis.
B. Where
a telecommunication company’s local exchange area extends into or encompasses
two or more E911 service areas, the wireless working group (WWG) shall be
responsible for initiating and establishing E911 wireless service areas.
C. The
division shall have final approval authority after the PSAP and the
telecommunication company identifies the need for selective routing and the
associated network through which all calls for service are to be processed. The WWG through the division shall have final
authority over the selective routing of the wireless vender coverage areas.
D. If
the grantee, the E911 coordinator or the MSAG coordinator(s) requests a MSAG
and a copy of the telecommunication company’s “old-to-new” records in either
printed or electronic format the telecommunication company shall comply within
20 working days.
E. When
the MSAG and ALI have been completed and loaded onto the database, they shall
be jointly owned by the PSAP and the telecommunications company.
F. The
telecommunications company shall provide an updated MSAG to the PSAP upon
installation completion and thereafter as requested by the PSAP.
G. The
data management system and selective routing database shall be updated by the
telecommunication’s company within 48 hours of completion of a service order by
the telecommunications company.
H. The
division shall have final approval authority of the addressing system, and GIS
system used to develop the database adequate to support E911 and E911 wireless
services.
[10.6.2.14 NMAC - Rp,
10.6.2.14 NMAC, 12/23/2025]
10.6.2.15 TRANSITION TO NEXT GENERATION
911:
A. NG911 service shall be implemented
statewide by the State’s NG911 system provider.
B. PSAPs
shall ensure they have i3 NG911 Call Handling Equipment with certified
interoperability testing from the State’s NG911 system provider.
C. PSAPs
shall connect to Next Generation Core Service via the Emergency Services IP
Network (ESInet). Each PSAP shall be
equipped with a primary and diverse secondary network connection, utilizing
optical circuits where available. Alternative measures may be authorized by the
Division.
[10.6.2.15 NMAC - N,
12/23/2025]
10.6.2.16 PSAP
CONSOLIDATION:
A. The
division requires that municipal and county public safety answering points
(PSAPs) within their contiguous county boundaries consolidate their 911 call
answering and radio dispatch functions within one consolidated PSAP in the
county. Only the consolidated PSAP in
the county may apply for and receive funding for E911 equipment, equipment
maintenance, training reimbursement, trunk and ALI lines; and E911 call taking
and mapping equipment from the E911 fund for phase I and phase II enhanced
wireless service.
B. Albuquerque
police department PSAP and Bernalillo county’s PSAP are excluded from 10.6.2.15
NMAC due to the large population served.
The department of public safety district PSAPs; and native American
pueblos and tribal police and also excluded from 10.6.2.15 NMAC.
C. Exceptions
to 10.6.2.15 NMAC may be requested in writing with full justification to the
division.
(1) Justification shall include cost considerations,
population served, and proximity to the PSAP’s back-up
PSAP.
(2) The division’s decision on granting an exception to
10.6.2.15 NMAC is final and not appealable.
D. Municipal
and county PSAPs within one county’s contiguous boundaries have one year from
May 28, 2004 to develop a consolidation plan and enter
into an approved joint powers agreement (JPA) for the consolidation of their
E911 call answering and radio dispatch functions within one consolidated PSAP
in the county.
(1) Consolidation plans will be approved / disapproved by the
division.
(2) PSAPs shall
consolidate in accordance with the plan, unless granted an exception, as a
precondition to applying for and receiving funding for E911 equipment upgrades
from the fund.
(3) If the consolidation plan and JPA requirements are not
met, the applicable 911 grant agreement with the PSAPs governing bodies may be
terminated in accordance with the terms and conditions of the grant agreement.
E. The
division will work with municipal and county governments to prepare their
consolidation plan in order to meet the requirements identified in this
section.
[10.6.2.16 NMAC - Rp,
10.6.2.15 NMAC, 12/23/2025]
10.6.2.17 TELECOMMUNICATOR / DISPATCHER
TRAINING: Pursuant to Section 63-9D-4A NMSA 1978, the
local governing body shall require the PSAP to employ properly trained staff
pursuant to the Public Safety Telecommunication Training Act. Telecommunicators and dispatchers will be
certified for two years and recertified for two-year intervals after that. In order to maintain certification, 20 hours
of specified training will be required in each two-year interval. Course requirements needed for
recertification are listed in 10.29.7 NMAC.
Each PSAP manager or supervisor will appoint in writing a training
officer. The training officer’s name,
duty phone number, and email address will be forward to the division, and
resubmitted whenever the training officer is replaced. The training officer will be responsible
for the following:
A. development
of PSAP policies and procedures for ensuring every telecommunicator and
dispatcher receives the required training;
B. keeping accurate written records on each individual’s training; and
C. submitting,
through the PSAP manager or supervisor, semi-annual reports in June and January
to the division on the PSAP’s training progress to include; number of
telecommunicators and dispatchers trained, and the courses completed by each
individual; and type and amount of training yet to be completed, and any
problems encountered in meeting the training requirements of 10.29.7 NMAC; for
information on training reimbursement see Subsection E of 10.6.2.11 NMAC.
[10.6.2.17 NMAC - Rp,
10.6.2.16 NMAC, 12/23/2025]
HISTORY OF 10.6.2 NMAC:
Pre-NMAC History: The material in this part is derived from
that previously filed with the State Records Center and Archives under:
DFA-LGD Rule No. 93-3,
Enhanced 911 Rules and Regulations, filed 5/20/1994.
History of Repealed
Material:
10 NMAC 6.2, Enhanced 911
Requirements, filed 2/2/1998 - Repealed effective 5/28/2004.
10.6.2 NMAC, Enhanced 911
Requirements, filed 5/17/2004 - Repealed effective 5/15/2006.
10.6.2 NMAC, Enhanced 911
Requirements, filed 4/28/2006 - Repealed effective 12/23/2025.
Other: 10
NMAC 6.2, Enhanced 911 Requirements, filed 2/2/1998 - Replaced by 10.6.2 NMAC,
Enhanced 911 Requirements effective 5/28/2004.
10.6.2 NMAC, Enhanced 911
Requirements, filed 5/17/2004 - Replaced by 10.6.2 NMAC, Enhanced 911
Requirements effective 5/15/2006.
10.6.2 NMAC, Enhanced 911
Requirements, filed 4/28/2006 - Replaced by 10.6.2 NMAC, Enhanced 911
Requirements effective 12/23/2025.