Sign In

Forgot your password?

Haven't registered yet?


10/19/2016 » 10/21/2016
South Carolina NENA/APCO Conference

10/23/2016 » 10/27/2016
2016 Florida NENA Fall Conference

10/24/2016 » 10/26/2016
Nebraska NENA Chapter Conference

#WebinarWednesday - Securing Your PSAP Against Cyber Threats

9-1-1 Call Answering Standard
Full Name:
9-1-1 Call Answering Standard/Model Recommendation

Document Type: Standard
Number: 56-005                       *****Update In Progress*****

This document has been developed to serve as a model standard operating procedure for the calltaking function within Public Safety Answering Points (PSAPs).

To provide uniformity and consistency in the handling of 9-1-1, other emergency calls and administrative non-emergency calls, the following call-taking standards are recommended:

  • Operational level of service
  • Order of answering priority
  • Answering protocol
  • Information gathering
  • Call transfer

In addition, this document provides guidelines for handling non-standard calls, such as abandoned, disconnects, misdials, unintentional, prank and misrouted calls (including nomadic VoIP calls).

A recommended course of action is described which will enable the telecommunicator to address data failures, such as the loss of ANI or ALI, equipment problems and redundant calls.

Committee Name(s): Standard Operating Procedures

Created: 06/10/2006


9-1-1 Call Answering Standard
(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