Best Practices 30 Day Review

Update References to “One Call Center”

• Modify all references to “one call center” throughout CGA’s Best Practices to “811 Center.”
  
  
• Add the following “811 Center” definition to the Best Practices Glossary.
  
  811 Center: A communications center that administers a system through which excavators request buried facilities to be marked by owners/operators. Centers in the United States are referred to “811 Centers” due to their use of the 811 three-digit phone number.  Similar centers with a variety of names exist internationally.
  
  
• Keep one call center in the glossary but update definition to read the following.
  One Call Center: See “811 Center.”

3.1: Proactive Public Awareness, Education, and Damage Prevention Activities

Practice Statement:

The 811 Center has a documented and proactive public awareness, education, and damage prevention program.

Practice Description:

The 811 Center seeks opportunities to promote the need to “Call or Click Before You Dig,” All promotion is intended to enhance awareness of responsibilities to safeguard workers and the public; protect the integrity of buried infrastructure; foster a cooperative approach between the owners of buried facilities and the excavating community toward preventing damage to buried facilities, and promoting its service. Typical 811 Center activities include the following:

• Promotional items
• Media advertising
• Maintain a social media presence
• Participation at safety meetings
• Presentations, conferences, seminars, trade shows and other community events
• Excavator awareness and education programs
• Distribution of education material describing how the 811 system works
• Maintaining a database of active stakeholders of the local digging community
• Facilitating meetings between stakeholders
• Participation in local damage prevention or facility location and coordination committees
• Advocacy and inclusion in legislative processes

References:

• One Call Systems International Voluntary Recognition Program
• Existing operating practices from various states’ 811 Centers or existing practices from stakeholders
• 811 Center Information
• 49 CFR Part 192
• 49 CFR Part 198
• National Transportation Safety Board (NTSB) Safety Study (NTSB/SS-97/01; PB97-917003

3.2 Specifically Defined Geopolitical Service Area with No Overlap

Practice Statement:

The 811 Centers serving a specifically defined geopolitical area are structured so that an excavator need only make one notification, and a facility owner/operator need only belong to a single 811 Center per defined geopolitical area.

Practice Description:

811 programs are designed to promote ease of use for members (facility owners/operators) and excavators. Although this ease of use is enhanced when an 811 Center serves a specifically defined geopolitical area that does not overlap with another 811 Center’s service area, non-overlapping service areas are not essential. There are three requirements that an 811 program must meet to be considered as having implemented this best practice:

• The program permits an excavator to use a single point of contact to submit and follow up on a notice of intent to excavate and to notify affected facility owners/operators.
• The program permits a facility owner/operator to join a single 811 Center and receive all appropriate notices.
• The program is designed to share all pertinent information among 811 Centers in the event more than one exists.

References:

• One Call Systems International Voluntary Recognition Program
• Existing operating practices from various states’ 811 Centers
• NTSB Safety Study (NTSB/SS-97/01; PB97-917003)

3.3: Formal Agreements with Members

Practice Statement:

Each facility owner/operator of the 811 Center abides by state/provincial statute where applicable or written agreement that states the rights and the responsibilities of the excavators, member facility owner/operators and the 811 Center.

Practice Description:

Operating procedures and bylaws are established. Procedures for the operation of a 811 Center are adopted to ensure the timely and accurate communication of locate requests and positive response between the excavator and the member facility owner/operator. The concept is to promote service, not obstructions. Topics for procedures can be classified as general, communications, center operations, reports, expenses, and public awareness. These topics can be expanded to include guidelines and whatever else is needed for a particular system. Bylaws vary, depending on the type of organization. In some instances, they may prove unnecessary. If bylaws are adopted, effectiveness is paramount. Items that can be incorporated include sections on membership (including rights), financial matters, meetings, elections, and duties of officers. Any other required agreements are documented as clearly as possible to facilitate understanding by all participants. Consideration is given to include “hold harmless” clauses, amounts of liability insurance, errors and omissions insurance, retention of records, cost allocations, reimbursements, area served (with options to expand as planned), and any special arrangements necessary. If an agreement to contract the service to an outside concern is made, it contains controls, checks, and balances.

References:

• One Call Systems International Voluntary Recognition Program

• Existing operating practices from various states’ 811 Centers

• 811 Center Information

• NTSB Safety Study (NTSB/SS-97/01; PB97-917003)