Posted on 05/01/2016

 

Effective June 1, 2016, OKIE811 will change our standard practice for emergency short notice callouts. Emergency short notice callouts are phone calls made to notify members of emergency and short-notice locate requests with a dig time of 24 hours or less. Our procedure has been to call until we reach someone by voice.

Our new standard practice is to call each contact in the order listed until we reach someone by voice or all contacts have been called. The voicemail will include location of the dig (county, town, address, and/or driving directions), ticket type, time and date of work beginning, and locate request number. There will not be any subsequent attempts to reach anyone further.

Purpose of Emergency Short Notice Callouts

Emergency short notice callouts are phone calls made to OKIE811 members to ensure underground utility operators are aware of emergency and short-notice locate requests with a dig time of 24 hours or less. These calls are made in addition to the transmission of the locate request via email, fax, FTP or text message. The focus is to reach someone as quickly as possible since these calls are in reference to emergency short notice locate requests.

OKIE811 transmits locate requests at time of creation. The callouts are queued based on when the work is set to begin. There may be a time difference in receiving the transmission and when the callout is made. For this reason, it is beneficial for the emergency short notice contacts and locators to have access to locate request to verify receipt of the transmission. This improves response time for the locator before excavation begins.

Please ensure all necessary personnel receive the locate requests. Your company may consider using a group email. OKIE811 will only transmit to that group email and the member can internally control who receives the notifications. Remember OKIE811 bills per transmission per output. An output is each unique location where locate requests are transmitted. Locate requests are transmitted via email, fax, FTP, text message and voice. Please reference the current Fee Schedule within Membership Documents to help make the best decision for your company.

Contact Member Services for changes

Member Services is available to update your emergency short notice contacts. If you are unsure of your current setup, to request that information visit Membership Verification.

Members may choose not to receive emergency callouts or to receive callouts for only certain ticket types.

Emergency Notice: Notice of excavation that may begin immediately due to endangerment of life, health or property.

The following ticket types are non-emergency requests with a dig time of 24 hours or less.  These are commonly referred to as Short Notice tickets.

2nd Notice: Notification when the excavator states a OKIE811 member has not marked within the 48 hours of a normal request, but is still within 10 business days of the original/updated request.

3rd Notice: Notification when the excavator states a OKIE811 member has not marked and has waited 24 hours since the 2nd Notice, but is still within 10 business days of the original/updated request.

Cancel Request Notice: Notification of a locate request that is no longer necessary due to excavation is no longer taking place, wrong address or location, etc.

Correction Notice: Notice of correction or addition to existing locate request.

Non-Compliant Notice: Non-emergency request which the excavator plans to dig prior to the 48-hour notice required by law.

Emergency Short Notice Callout Standard

Hours to Call

Options for the setup of your contacts.

Option 1: 24 hours, 7 days a week option

Option 2: Office and after hours, weekends, & holidays option. (OKIE811 will call all contacts within a schedule block).

Who to Call

OKIE811 prefers a minimum of two contacts, a primary and an alternate, or use of a dispatch/call-center to receive calls.

24 Hours, 7 Days a Week Procedure

OKIE811 will call and leave a callback message for the primary contact first. If not reached, OKIE811 will attempt alternate contacts in order of listing until someone is reached, or all numbers have been attempted. OKIE811 will leave a voicemail for all numbers attempted.

Office Hours and After Hours, Weekends, & Holidays Procedure

OKIE811 will call the contacts listed per time block (Office Hours, or Afterhours, Weekends, and Holidays).

Emergency Text Messages

OKIE811 offers the option for members to receive an emergency locate notification via MMS (Multimedia Message Service) text message. The message provides a basic description of the emergency locate ticket. The information transmitted via text should include: the ticket number, ticket type, contact phone number, contact name, street, town and county. The link to view the ticket in ticket lookup will follow the ticket information.     

Example:

10020310080402/(405) 840-5032/JOHN/BROADWAY AVE /RURAL/CLEVELAND/ http://okprs.okorterraweb.com/search/view/10020310080402

Ticket Lookup

If your emergency and short notice contacts do not have access to the ticket transmission, they may use Ticket Lookup is found at the top right corner of this website under Locate Request.