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Leadership in the 9-1-1 Center - Arvada, CO

Caught in the Middle: A Guide to Middle Management - Albuquerque, NM

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

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2/29/2016 » 3/3/2016

PSAP Operations Committee

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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. Calls are Wednesday's at 9:30 am ET for 1 hour.

  • 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. Calls are Thursday's at 2 pm ET for 1 hour.
      • 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. Calls are Friday's at 12 pm ET for 1 hour. 20131210_RFP Development_Charter 20140918_Revised 20151204_DDchange_Apprvd20151208 and 20130716_Need for a Minimum Set of MIS Reports_Reassigned 20150317


      • 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. 

      • 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. Calls are Monday's at 3 pm ET for 1 hour.  20140909_Call Processing SOP-charter approved 20150120

Standards & Documents for this Committee

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