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.
- Contingency Planning - Chair, Dave Cox; Vice-Chair Rob McMullen
Analyzes the hazards & resources which may impact the stability of operations of the public safety answering points in performing its duties & obligations to providing reliable 911 services. Provides a general guide of reference to PSAPs of the process of developing contingencies which may be of assistance to any PSAP and their environment. Reviews new technologies for possible issues in its applications into the PSAP's vulnerability
- Succession Planning,
Co-Chairs John Haynes, Dave Cox and Rob McMullen:
Tasked with developing an informational document that PSAP’s and Managers can start using to groom people for a career path. How that person should be trained, passwords, vendor contacts, etc. It is also feasible that any organization or NENA chapter could use this material.
- Standard Operating Procedures - Chair, Lisa Dodson; Vice Chair, Sandy Beitel
- 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.
- Staffing Review, Chair Dave Cox and Rob McMullen:
Will work on developing a document in assisting 9-1-1 administration in make sure you have the proper number of people in your center.
PSAP Operations Committee Working Groups
- Human Relations: Building Professionalism in the PSAP
Co-Chairs Dave Cox and Rob McMullen:
This work group will focus on how to make the Dispatch/Call taker job more professional and how to get dispatchers to understand they are a professional group of people
- Quality Assurance, Chair Eric Parry:
The joint group is made up of a cross section of PSAP representatives and industry professionals. Included are representatives from APCO, the IAED, and PowerPhone. This group is currently developing a detailed Model Quality Assurance standard under the auspices of NENA with the intent to publish it as a NENA Recommended Standard. This group was reconvened in 2013 after a lengthy delay in publication due to a variety of factors dating back to April 2010..
Special Purpose Groups
- Smart Apps, Joint NENA/APCO, Chair Karen Allen:
The joint NENA/APCO group is working on developing information to assist App developers and PSAPS to collaborate before apps are marketed regarding access with emergency services.
Standards & Documents for this Committee
The mission of the contingency planning committee is to:
Provide a general guide of reference to PSAPs for the process of developing contingency plans which may be of assistance to any PSAP and their environment.
Review new technologies for possible vulnerability issues in their application into the PSAPs.
The mission of the Human Resources Committee is to undertake an on-going and systematic review of emergency communications center human resources policies, processes, practices and standards. To complete this mission, the Human Resource Committee will make findings, issues reports, conduct studies and disseminate information regarding human resource subjects and provide opportunities for interaction among NENA members interested in the enhancement of emergency communications center human resource issues.
The mission of the SOP Sub-Committee is to provide operational guidance and support in the form of model standard operating procedures to the nation’s public safety answering points, emergency response centers, and aligned organizations (i.e., emergency management/emergency response).
The Standard Operating Procedures developed by the SOP Sub-Committee form part of a national knowledge database on public safety/emergency communications center operations and are available to NENA’s membership for use in developing, implementing or managing initiatives for their member organizations.