New Devices, Sensors, & Call Centers
Public & Private Call Center Interaction Part I: Overview (Tue, 4:15PM - 5:00PM)
This session provides an overview of what work is expected to be accomplished within several sessions throughout the NDC related to new devices, sensors, smart phone applications, and third-party call centers. Included will be a discussion of the NENA/APCO operations focus group program that assists companies in the development of new or updated devices, sensors, and applications.
Public & Private Call Center Interaction Part II: Standards, Requirements, & Recommendations (Wed,
8:30AM - 9:30AM & 9:45AM - 10:30AM)
Increasing numbers of third-party call centers are interacting PSAPs. This necessitates that these centers be well managed, have a more consistent level of training, and use protocols. This session focuses on determining what training requirements and recommendations should be established for call transfers, call handling, stress management, morale, and quality assurance.
Public & Private Call Center Interaction Part III: SOPs (Wed, 10:45AM - 11:30AM)
Considering the wide array of third-party call centers interacting with 9-1-1, it is important that Standard Operating Procedures (SOP) be developed. This session will continue the ongoing work of developing standardized recommendations and requirements, regardless of the diversity of products or services which may be involved.
Standardizing Call Taker Interactions with Third-Party Call Centers (Wed, 11:45AM - 12:30PM & 12:45PM - 1:30PM)
With the diverse nature of services offered by third-party call centers, particularly for vehicle telematics and for personal devices and sensors, it is becoming increasingly important to standardize communications so that telecommunicators know what data or information may be available and how to obtain it. This session concentrates on working to identify where operational standardization can be developed and implemented to simplify human information exchange processes across increasingly diverse services and platforms.
Device-Provided Data in the PSAP (Tue,
1:15PM - 2:00PM, 2:15PM - 3:00PM, & 3:15PM - 4:00PM)
Many devices, sensors, and smart phone applications are capable of connecting to 9-1-1 and providing data without the use of an intermediary (e.g. a third-party call center). For example, latitude and longitude may be provided by auto-voice after a call taker activates a query. Additional data such as this needs to have some degree of standardization across platforms to ensure ease of access by telecommunicators. Attendees will begin the process of developing requirements and recommendations leading to operational standardization in this area.
Devices & Sensors Part I: PSAP Integration (Mon, 10:15AM - 12:00PM, 1:15PM - 2:00PM, 2:15PM - 3:00PM, & 3:15PM - 4:00PM)
In this session, PSAP managers and supervisors will collaborate with device developers to determine the best ways to test and deploy new sensors and services. Attendees will begin developing a standard method of integrating devices and sensors into the PSAP.
Devices & Sensors Part II: Operational Guidance (Mon, 4:15PM - 5:00PM; Tue, 8:00AM - 9:00AM, 9:15AM - 10:00AM, 10:15AM - 11:00AM, & 11:15AM - 12:00PM)
A continuation from Part I, attendees will work to develop an informational document that provides guidance regarding operational impacts of devices and sensors in the PSAP.
Sharing Connectivity (Tue, 8:00AM - 9:00AM)
In developing 9-1-1 service that included connectivity between wireline central/end offices to selective routers, an accurate accounting of customers/connections served was key. With more companies and increasingly diverse services (e.g. VoIP, telematics, VRS), sharing connectivity between an emergency services gateway (ESGW) and selective routers, that same concept needs to be considered to ensure reliable access to 9-1-1. Attendees will help develop a plan of action to tackle this topic going forward and ensure that various services have the necessary grade of service provided for their customers.
PSAP Standard Priorities (Mon, 10:15AM - 12:00PM)
This session begins with summary of the NG9-1-1 PSAP Technical Requirements Document. From there, discussion will focus on identifying and prioritizing follow-up standards development and other related future activities.
Responder Data Interface (Mon, 1:15PM - 2:00PM)
Panelists and audience members will discuss concepts and possible data interfaces for supporting inter-agency dispatch, focusing on the kinds of data that responders need, how to deliver it, and what information needs to be returned to PSAPs from responders.
NENA’s Go-to-Guide for Overall NG9-1-1 System Management for 9-1-1 Authorities & PSAP Managers (Tue, 8:00AM - 9:00AM)
Attendees of this session will review and provide input on the draft Go-to handbook, which is a compilation of materials and resources germane to the management aspects of NG9-1-1, including planning, procurement, deployment, testing, and operations issues.
Policy Routing Function Document Review (Tue, 2:15PM - 3:00PM)
This session features open discussion of the Policy Routing Rules (draft) document in order to capture attendees input on how to best utilize policy routing rules in NG9-1-1. The documented outcome of this session will serve as the basis for the development of best practices related to the development and management of policy rules.
NG9-1-1 Discrepancy Reporting (Wed, 12:45PM - 1:30PM)
The NENA Discrepancy Reporting and Auditing workgroup invites attendees to a review and discussion of discrepancy reporting, situational examples, report components, and discrepancy resolution in NG9-1-1.
Additional Data Document Action Plan (Wed, 8:30AM - 9:30AM & 9:45AM - 10:30AM)
This session examines the additional data that may be available with requests for service in NG9-1-1 relating to the call itself, the call location, the caller, and the PSAP. Discussion will focus on resolving or advancing outstanding issues related to the NENA NG9-1-1 Additional Data Standard.
NG9-1-1 Education (Mon, 4:15PM - 5:00PM; Tue, 1:15PM - 2:00PM)
This session focuses on NG9-1-1 stakeholder educational resources and associated communications plans, with facilitators seeking input from attendees who have local or regional education materials available or in development. An emphasis will be placed on identifying priorities for NG9-1-1 educational materials that can be developed by NENA and/or APCO.
SOPs for NG9-1-1 (Wed,
8:30AM - 9:30AM & 9:45AM - 10:30AM)
Participants will hear an overview of current PSAP and 9-1-1 Authority SOPs that have been reviewed for the applicability (or lack thereof) in NG9-1-1, as well as which SOP subject-areas have been identified for development work. Attendees will provide input on both categories and identify additional needs based on their expectations, concerns, and experiences.
Security Issues (Mon, 2:15PM - 3:00PM)
Participants will discuss NG-SEC-related topics, including how cyber-threats may impact ESInets and related systems and what preventative measures can be taken.
TDM & SS7 to SIP: Lessons Learned (Tue, 9:15AM - 10:00AM & 10:15AM - 11:00AM)
This session features discussion of production experience in integrating SS7 into a SIP ESInet environment.
The i3 Standard v2 (Tue, 1:15PM - 2:00PM)
This session provides attendees with an overview of the second version of the i3 document. What has changed? What has been added? Attend to find out!
Emergency Services IP Network Design Public Forum (Tue, 3:15PM - 4:00PM & 4:15PM - 5:00PM)
The Emergency Services IP Network Design (ESIND) document is the guiding reference for the design and engineering of an ESInet capable of supporting i3 functional elements. This session is loaded with information on ESInet design and engineering best practices specifically oriented for NG9-1-1.
Location Determination Expectations (Wed, 11:45AM - 12:30PM &12:45PM - 1:30PM)
Attendees will discuss location in NG9-1-1 and what elements of location are important to efficient call handling in an i3 environment. The output of this session will form a baseline of understanding and considerations required when describing location and location related services.
i3 101 (Mon, 3:15PM - 4:00PM)
Need an overview of i3? Attend this session for an interactive discussion around the logic of i3, how it works, and how it fits into NG9-1-1.
Social Media: An Introduction (Mon, 10:15AM - 12:00PM)
This session features an update on the social media work already done and provided in a NENA Operations Issues Document, followed by a discussion of next steps and future work. Also, attendees will be provided with information on subsequent sessions and issues to be addressed in this critical subject area.
Social Networking by 9-1-1 Personnel (Mon, 1:15PM - 2:00PM & 2:15PM - 3:00PM)
Hundreds of millions of people connect to social networks each day, so chances are that your coworkers in the 9-1-1 center are using them on the job or are posting about work in their off-duty hours. How should employers handle this? Attend to help work on requirements and recommendations related to public safety personnel using social media and how any potential negative impact can be minimized.
Using Social Media for General Public Messaging (Tue, 2:15PM - 3:00PM, 3:15PM - 4:00PM, & 4:15PM - 5:00PM)
PSAPs can use social media in a wide range of non-emergency situations. Attendees of this interactive session will examine both what is already available and add to that list with input from attendees. Session work will also include developing resources for PSAPs to use in building their own social media plan.
Public Alerting via Social Networks (Mon, 3:15PM - 4:00PM & 4:15PM - 5:00PM; Tue, 8:00AM - 9:00AM)
Using social media to notify the public about community emergencies (similar to emergency phone notification systems) has significant value. This working session will begin development of recommendations for various categories of alerts that could be delivered via social media, along with the protocols necessary for activating such alerts.
Using Social Media as a Resource in Missing Children Incidents (Wed, 8:30AM - 9:30AM, 9:45AM - 10:30AM, 10:45AM - 11:30AM, & 11:45AM - 12:30PM)
can social media be used by call takers and dispatchers to help find missing
children? From the posting of pictures or biographical data to hundreds of
‘friends’ or followers by parents in the initial minutes following an incident,
to the utilization by public safety agencies within a geographic area, social
networks can be valuable assets in the search for a missing child. This session
continues work on this important topic. Attendees will assist in developing a
revision to the ANSI Standard (1.101.1-2010) for Public Safety
Telecommunicators Responding to Calls of Missing, Abducted, and Sexually Abused
Children that will define model policies for using information from social
media to protect children.
Social Networking Best Practices: Using Social Media to Reduce Call Volume (Tue, 9:15AM - 10:00AM, 10:15AM - 11:00AM, & 11:15AM - 12:00PM)
Attendees will work on several projects related to the use of social media to improve mass-communications and reduce calls during critical incidents. A best practices document will impart the experience of agencies that are currently utilizing social media, and attendees will begin development of a social media planning document to provide PSAPs with a template for the operational uses of social media.