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3.3.1.5 Ensuring that all systems and electronic interfaces are maintained and working. 3.3.1.6 Tracking all dropped calls by time elapsed before the call was dropped. 3.3.1.7 Tracking all calls placed on hold, including the amount of time the caller is kept on hold. 3.3.1.8 Tracking calls for which First Responder Advanced Life Support (FRALS) and/or ambulances are sent to an incorrect location including cause if known and if call results in a late response. 3.3.2 ACFD shall adhere to the following the National Academies of Emergency Dispatch (NAED®)standards: 3.3.2.1 Every 9-1-1 call for medical assistance received by ACRECC will receive the appropriate EMD in accordance with NAED®and MPDS®standards. 3.3.2.2 All dispatchers shall be certified in EMD by the NAED®before he/she completes the initial training program and shall maintain certification for the duration of his/her employment. If a dispatcher certification expires,that dispatcher may not perform the duties of an EMD until the certification has been renewed. 3.3.2.3 Pre-Arrival Instructions(PAIS)shall be given to the caller based on the outcome of the EMD protocol. 3.3.2.4 Patient updates,including updates to MPDS®determinants,shall be given to all County contracted ambulance providers responding to the scene. 3.3.2.5 FRALS units responding via ACRECC dispatch shall receive patient updates on the designated FRALS channel(s). FRALS units not responding via ACRECC dispatch may receive updates on the ACRECC designated channel. 3.3.3 ACFD shall operate and maintain 9-1-1 telephony equipment in accordance with all State, Federal,and industry standard guidelines. 3.3.3.1 Emergency Medical 9-1-1 shall be answered using State dispatch standards (currently within 15 seconds 95% of the time). Calls placed on hold and not re-answered within the initial 10 second limit shall not be considered compliant. Exception: Should the workload of the dispatch center require it,the EMD shall apply the"emergency rule" and temporarily suspend the provision of PAls. 3.3.3.2 Emergency medical 9-1-1 calls shall be processed from the time the location is verified until the recommended units are notified in 60 seconds or less 90% of the time. Exception One: A call requiring the use of translation services. Exception Two: Should the workload of the dispatch center require it,the EMD shall apply the"emergency rule" and temporarily suspend the provision of PAls. ,SECTION 4- OUALITY IMPROVEMENT 5