Sign In

Forgot your password?

Haven't registered yet?


11/30/2015 » 12/4/2015
Center Manager Certification Program - Illinois

12/14/2015 » 12/18/2015
Center Manager Certification Program - Texas

1/11/2016 » 1/15/2016
Center Manager Certification Program - Jackson, TN

2/1/2016 » 2/5/2016
Center Manager Certification Program - Davenport, IA

2/21/2016 » 2/24/2016
9-1-1 Goes to Washington

PSAP Operations Committee

Submit an Issue to the

NENA Development Group



The mission of the PSAP Operations Committee of the National Emergency Number Association (NENA) is to provide operational guidance and support in various forms to the nation’s public safety answering points, emergency response centers, and aligned organizations (i.e., emergency management/emergency response).

The principal objective of the PSAP Operations Committee is to provide guidance to public safety/emergency response organizations on operations issues, such as Human Resources, Standard Operating Procedures, Accessibility, Contingency Planning, Public Education, PSAP Operations & Next Generation Integration and Next Generation Transition Planning.

In support of this mission, the Contingency Planning Committee:

  • Develops documents to assist PSAPs to mitigate, prepare, plan and react to critical incidents which may adversely impact critical operations.
  • Reviews documents from other committees to assure that contingency planning is incorporated into all relevant NENA documents.
  • Represents NENA on other committees to provide a voice for contingency planning.


Wendi Lively ENP
Spartanburg County, SC


April Heinze, ENP
Eaton County, MI


  • Contingency Planning - Chair Karen Allen   

The NENA PSAP Operations Committee, Contingency Planning Subcommittee, is looking for work group volunteers to assist in updating NENA’s Contingency Planning Documents in the 53 series, including 53-001 "Communications Center/PSAP Disaster Contingency Plans Model Recommendations.” Planning and preparing for a disaster, power outage or equipment malfunction is critical to PSAP operations. This subcommittee is looking for a mix of individuals with operational and/or technical knowledge of current and NG PSAP equipment, as well as knowledge of PSAP operations to assist in the updating of these documents. The commitment is participation for an hour a week on a conference call with committee members.

  • Standard Operating Procedures - Co-Chairs Lisa Dodson and Diane Stiles
    • Workgroups
      • Task Overload, Chair Lisa Dodson:  
        The working group is developing information for PSAPs regarding the number of tasks that can be completed in both a pre-NG911 and NG911 environment, a method of testing telecommunicators for multi tasking ability, mitigation techniques and recommended assistance for those affected. 
      • Request for Proposal (RFP) Recommendations and Considerations, Co-Chairs Eric Parry and Lisa Henderson:  

        This work group will develop an information document regarding the essential elements and best practices of RFP documents to assist 9-1-1 Authorities and PSAPs with successfully identifying and documenting requirements for procurement of 9-1-1 core services and PSAP equipment.

      • Railroad & PSAP Interaction (R&PI), Co-Chairs Marc Berryman and Lisa Dodson:  

        It is of benefit to both railroad and PSAP personnel to have standardized national recommendations and procedures, ensuring a quick and accurate information exchange. The NENA Railroad and PSAP Interaction Work Group will provide information and guidance for updating of NENA 56-507 Railroad Public Safety Answering Points (PSAPs) Interaction document. The WG shall provide updated information and guidance for ope railroad responders. Conference calls will be held every other Friday, beginning 4/4/2014, from 1-2 PM Eastern Time.

      • Protocol for Handling Calls Regarding Human Trafficking, Chair Lisa Dodson:


      Work Group will be updating NENA’s 56-508 "Protocol for Handling Calls Regarding Human Trafficking Information Document”.  Human trafficking is a global issue that spans a variety of crimes, affecting  communities both large and small and PSAPs need to be able to identify potential human trafficking incidents and appropriately respond to situations. Individuals with working knowledge of human   trafficking issues are encouraged to volunteer.

    • 9-1-1 Call Processing, Co-Chairs Lisa Dodson and Steve O'Conor:


    Work Group will be creating a NENA Standard for 9-1-1 Call Processing.  This work will combine and update current NENA standards in the areas of Guidelines For Minimum Response To Wireless 9-1-1 Calls, Call Answering, Emergency Call Processing Protocols and Silent or Hang-Up 9-1-1 Calls for Service. All persons with expertise in these areas is encouraged to volunteer

Standards & Documents for this Committee

(c) 2013-14 NENA - National Emergency Number Association, Alexandria, VA
Please report errors, omissions, or concerns to NENA's Webmaster
Forgot your User Name or Password? - Automated Password Reset

NENA Intellectual Property Rights Policy