§ 6.08.150 — Response time performance standards

6.08.150 - Response time performance standards.

(A) Requests for ambulance service which are received through the FAO, including ten-digit requests for emergency service, through a 911-emergency telephone system, or franchisee's dispatch center, shall meet the following response time performance standards: (1) For all dispatch level emergency calls of EMS Priority Levels 1, 2 and 3, the response time shall be no greater than eleven minutes and fifty-nine seconds (11:59). (2) For all dispatch level emergency calls of EMS Priority Level 4, the response time shall be no greater than fifteen minutes and fifty-nine seconds (15:59). (3) For all dispatch level emergency calls of EMS Priority Level 5 and non-emergency calls of Priority Level 11 Urgent, the response time shall be no greater than nineteen minutes and fifty-nine seconds (19:59). (4) For all non-emergency calls of Priority 11 Scheduled, the response time shall be no greater than the scheduled time. (5) For all non-emergency calls of Priority 11 Unscheduled, the response time shall be no greater than fifty-nine minutes and fifty-nine seconds (59:59). (B) During each calendar month, and within a franchisee's service area and within each sub-zone within that area, as established or amended in accordance with the terms of the franchise agreement, a franchisee must have a minimum ninety percent compliance rate with the response time standards set forth in Subsection (A) of this Section, as measured in each of the following categories: (1) The combined total of emergency calls of EMS Priority Levels 1 and 2, separately from the calls of any other Priority Level; (2) The total of emergency calls of EMS Priority Level 3, separately from the calls of any other Priority Level; (3) The total of emergency calls of EMS Priority Level 4, separately from the calls of any other Priority Level; (4) The total of emergency calls of EMS Priority Level 5, separately from the calls of any other Priority Level; and (5) The combined total of non-emergency calls (all types) of EMS Priority Level 11, separately from the calls of any other Priority Level. (C) In addition to the provisions of Subsection (A) of this Section, a franchisee's failure to arrive on the scene within the times set forth in this Subsection (C) may be grounds for taking disciplinary action against a franchisee, including assessment of liquidated damages, penalties or other actions as provided in this Chapter or in the franchise agreement; readjustment of the franchisee's Franchise Service Area; or possible termination of the franchise as provided by this Chapter or the franchise agreement. The arrival times beyond which disciplinary and related actions under this Subsection (C) may be taken are as follows: (1) For dispatch level emergency calls of EMS Priority Levels 1, 2 and 3, within fourteen minutes and fifty-nine seconds (14:59) after dispatch. (2) For dispatch level emergency calls of EMS Priority Level 4, within nineteen minutes and fifty-nine seconds (19:59) after dispatch. (3) For dispatch level emergency calls of EMS Priority Level 5, within twenty-four minutes and fifty-nine seconds (24:59) after dispatch. (4) For dispatch level non-emergency calls of EMS Priority Level 11 Urgent, within ten minutes after the response time set forth in Subsection (A) of this Section. (5) For dispatch level non-emergency calls of EMS Priority Level 11 Scheduled and Unscheduled, within thirty minutes after the response times set forth in Subsection (A) of this Section. (D) Calls not canceled by the FAO before the response time requirement has expired but for which the ambulance crew failed to substantiate the on-scene time through usage of AVL/GPS data reports or, if the AVL/GPS was not functioning, failed to report through alternative methods established by the Fire Chief and LVFR Medical Director, will be considered as failing to meet the applicable response time standards set forth in Subsection (A) of this Section. (E) A call for which an ambulance did not respond within the applicable response time standards set forth in Subsection (A) of this Section, either by the franchisee or by an authorized ambulance service provider through a mutual aid agreement, will be considered as failing to meet the response time requirements of this Section if the call was not canceled by the FAO before the expiration of the response time requirements. (F) When the FAO closes a call, the call is terminated and the applicable response time standard set forth in Subsection (A) of this Section will apply. If the FAO reopens the call, the franchisee shall consider it a new call and calculate the response time from the time the franchisee receives information that the call has been reopened to the time when the ambulance dispatched to the incident arrives and reports that it is on scene, or when the dispatched ambulance en route to an incident is canceled by the FAO dispatch. (G) When multiple ambulances are dispatched by FAO to a single incident, the applicable response time standards set forth in Subsection (A) of this Section will apply only to the first ambulance dispatched by FAO, and additional ambulances responding to the incident will not have a response time requirement nor be counted as a separate call by a franchisee in calculating its monthly ninety percent response time compliance required by this Section. (H) When a franchisee requests mutual aid from an authorized franchisee, the requesting franchisee will count that call in its total monthly calls in calculating its ninety percent on-time response requirements of this Section and will be responsible for any incidental late penalties for such response. (I) The franchise agreement may specify an area of the City wherein the response time requirements of this Section shall not apply. (J) In addition to any other liquidated damage assessment, remedy or penalty provided in this Chapter or the franchise agreement, failure of a franchisee to meet the monthly ninety percent response time requirements set forth in this Chapter within its service area or any sub-zone thereof, as defined by the franchise agreement, for any four months during any period consisting of twelve consecutive calendar months shall be grounds for readjustment of the service area or any other appropriate action as may be determined by the City Council, in its sole discretion, including but not limited to action authorized by Section 6.08.290.

(Ord. No. 6901, § 9, 5-7-25; Ord. No. 6762, § 7, 12-16-20; Ord. No. 6432, § 7, 7-1-15; Ord. No. 6040, § 3, 5-20-09; Ord. 5800 § 6, 2005: Ord. 5583 § 3, 2003: Ord. 5260 § 16, 2000)