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The Items 'TL", 'TD", and "RD" are then added together and divided by the total possible points (100 points) to determine the factor that is applied to the two points available for the "Credit for Telephone Service (CTS)". The points calculated for Indian River CO FD for this item are: CTS=1.88 points Item 422 Credit for Operators The second item reviewed is Item 422 "Credit for Operators (CTO)". This item reviews the number of operators on duty and awake at the center to handle fire calls and other emergencies. All emergency calls including those calls that do not require fire department action are reviewed to determine the proper staffing to answer emergency calls and dispatch the appropriate emergency response. NFPA 1221, Standard for the installation, Maintenance and Use of Emergency Services Communications Systems, recommends that ninety-five percent of emergency calls shall be answered within 15 seconds and ninety-nine percent of emergency calls shall be answered within 40 seconds. In addition, NFPA recommends that ninety-five percent of emergency calls shall be dispatched within 60 seconds and ninety-nine percent of calls shall be dispatched within 90 seconds of answering the call. To receive full credit for operators on duty, ISO must review documentation to show that your communication center meets NFPA 1221 call answering and dispatch time performance measurement standards. This documentation may be in the form of performance statistics or other performance measurements compiled by the 9-1-1 software or other software programs that you are currently using such as Computer Aided Dispatch (CAD) or Management Information System (MIS). If the necessary data is not available, the number of needed operators will be determined by specification criteria using a "Call Volume Matrix Table"(see the following page). C1SO Properties,Inc.,2007 Page 11 Li9