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Operations
Virtual PSAP Management
Date added: Jun 8 - 05:39 pm
Document description:
This document is intended as a guide for PSAP staff and policy makers to evaluate and consider the opportunities and challenges presented with the Next Generation 9-1-1(?) systems as they relate to personnel and PSAP management. Specifically, what considerations might be necessary for employing virtual workers for the traditional PSAP environment?
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Intra-Agency Agreements
Date added: Jun 8 - 05:27 pm
Document description:
This document is provided as a Model Recommendation for the development of Mutual Aid Agreements and Memorandums of Understanding (MOUs) between Public Safety Answering Points and affiliated or support organizations. The documents discussed and attached should be modified to meet the unique requirements of individual States and Municipalities.
The purpose of the NENA Intra-Agency Agreements Model Recommendations is to provide rationale and guidance for the development, promulgation and implementation of agreements between public safety communications and affiliated agencies to share information as needed to provide the highest level of service to the citizens.
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Railroad & PSAP Interaction
Date added: Apr 30 - 03:07 pm
Document description:
This document describes a protocol for communicating between railroads and emergency response agencies to make the process of getting assistance to incidents along rail lines as efficient and effective as possible.
This document was created to provide information and guidance for operational interaction between Public Safety Answering Points (PSAPs), railroad call centers and railroad sworn personnel in the field. PSAPs may receive emergency calls from railroad call centers and railroad sworn personnel. PSAPs may also be required to contact railroad call centers when the PSAP becomes aware of an incident requiring emergency assistance involving a railroad.
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Master Glossary
Date added: Mar 12 - 12:34 pm
Document description:
The NENA Master Glossary is a guide for readers of NENA publications and a tool for members of the NENA committees that prepare them. It defines the terms, acronyms and definitions associated with the 9-1-1 industry. Intended users of this document are any person needing NENA’s definition/description of a 9-1-1 related term.
Use of the “NENA Master Glossary of 9-1-1 Terminology” will:
- Provide a consistent definition for all definitions and acronyms identified with NENA Standards documents produced by the NENA Committees
- Reduce the work required to establish definitions for consistently utilized terms and acronyms
Any Master Glossary questions, comments or suggestions
should be submitted to Barb Thornburg
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IP-Capable PSAP Minimum Requirements
Date added: Mar 3 - 09:25 pm
Document description:
This document is intended to be a guide for the NENA Technical and Operations Committees to use in establishing additional standards in preparation for the installation of IP-based 9-1-1 systems in the PSAP. The 9-1-1 equipment, software, and service vendors should use this standard as a guide during their product research and development. PSAP administrators may also find this document useful for planning purposes, as they prepare to transition from their current equipment to IP-based systems, and to update internal policy and procedures to work with Voice over IP 9-1-1 calls.
The standards necessary to implement some of the features and functions described herein do not yet exist; therefore this document is not intended to be used as a specification for the acquisition of products or services until those Technical Standards have been developed. Instead, this document is intended to be used by the NENA Technical Committee to determine what technical standards need to be developed and to take appropriate action.
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Wireless 9-1-1 Overflow, Default and Diverse Routing
Date added: Mar 3 - 05:32 pm
Document description:
The NENA Wireless Overflow, Default and Diverse routing recommendations document was developed to provide guidance in the routing development associated with wireless Phase I and Phase II deployment efforts. This document provides recommended terminology definitions, describes each call routing scenario, and associated routing recommendations.
Implementation of these recommendations will foster consistent operational standards across wireless E9-1-1 systems. In addition this document establishes definitions for the call routing scenarios to foster a common understanding and use of terms between PSAPs and Wireless Service Providers as the wireless deployment is being planned.
Use of this document will:
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Emergency Call Processing Protocol
Date added: Mar 3 - 05:26 pm
Document description:
This standard provides emergency communication processing centers with a framework from which agencies can define appropriate emergency communication protocol requirements and recommendations for day-to-day operations and for disaster/major event scenarios.
To provide uniformity and consistency in the handling of 9-1-1, other emergency calls, the following emergency call processing standards are recommended:
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9-1-1 Call Answering Standard
Date added: Mar 3 - 05:21 pm
Document description:
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).
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TTY/TDD Communications SOP
Date added: Mar 3 - 05:15 pm
Document description:
This document has been developed to serve as a model standard operating procedure for handling TTY/TDD Communication within Public Safety Answering Points (PSAPs).
To provide uniformity and consistency in the handling of these calls, the following call-taking standards are recommended:
- Telecommunicator training
- Identification of TTY/TDD calls
- TTY/TDD equipment and operation
- Testing
- Call handling process
In addition, this document provides a description of the variations in communicating with the hearing and speech impaired, such as the acoustic coupler mode, Voice Carry Over, Hearing Carry Over and Relay Service Calls.
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