COM/MF1/gd2 Date of Issuance 9/13/2011

Decision 11-09-016 September 8, 2011

BEFORE THE PUBLIC UTILITIES COMMISSION OF THE STATE OF CALIFORNIA

Order Instituting Rulemaking Regarding Whether to Allow Access to 211 Services in Counties and Localities Without 211 Centers.

Rulemaking 10-06-002
(Filed June 3, 2010)

DECISION GRANTING AUTHORITY TO PROVIDE EMERGENCY ACCESS TO
211 SERVICES IN COUNTIES AND LOCALITIES WITHOUT EXISTING 211
CENTERS AND TO APPOINT A 211 LEAD ENTITY

Table of Contents

Title Page

DECISION GRANTING AUTHORITY TO PROVIDE EMERGENCY
ACCESS TO 211 SERVICES IN COUNTIES AND LOCALITIES WITHOUT EXISTING 211 CENTERS AND TO APPOINT A 211 LEAD ENTITY 1 1

1. Summary 2 2

2. Background 3 3

2.1. Definition and Development of 211 Service 3 3

2.2. The Current Rulemaking 4 4

3. Procedural Matters 6 6

4. How Current 211 Service Works 7 7

5. Use of 211 Service During Recent Emergencies 9 9

6. Need for a 211 Lead Entity 10 10

7. Provision of 211 Service During Emergencies to Residents of Unserved Counties and Localities 11 11

8. New Rules to Govern 211 Emergency Service 12 12

8.1. Comments on Draft Rules 14 14

8.2. Discussion 17 17

8.2.1. Lead Entity Rules 18 18

8.2.2. Guidelines and Instructions 21 21

9. Choice of a Lead Entity to Oversee the 211 Program 24 24

10. Comments on Proposed Decision 26 26

11. Assignment of Proceeding 26 26

Findings of Fact 27 27

Conclusions of Law 30 30

ORDER 32 32

Attachment A - Final Rules Governing Appointment of 211 Service Lead Entity, Duties of Lead Entity, and Oversight of Lead Entity

Attachment B - Final Guidelines for Commission Staff - Application Letter Review - 211 Emergency Service

Attachment C - Final Instructions to Applicant for 211 Emergency Service

Attachment D - Draft Rules and Instructions Governing 211 Emergency Service to Unserved Locales

DECISION GRANTING AUTHORITY TO PROVIDE EMERGENCY ACCESS TO
211 SERVICES IN COUNTIES AND LOCALITIES WITHOUT EXISTING 211
CENTERS AND TO APPOINT A 211 LEAD ENTITY

1. Summary

By today's decision, we authorize the provision of 211 emergency service to counties and localities that do not yet have regular 211 service, and we adopt regulatory policies and procedures to enable such provision. Californians in these unserved areas will soon be able to obtain information during emergency periods about an emergency occurring in their immediate area by dialing 211. This decision also establishes rules regarding the duties of a 211 Lead Entity and the provision of 211 emergency service. These rules also require potential providers of 211 service during an emergency to request authority to provide this service via an application letter submitted to the Commission's Communications Division Director. We appoint 2-1-1 California as the 211 Lead Entity for provision of 211 service in California (including both regular 211 service provided pursuant to Decision 03-02-029, and 211 emergency service pursuant to today's decision).

Today's decision does not alter any of the rules, guidelines, or instructions authorized in Decision 03-02-029 regarding the provision of regular 211 service.