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.


Wendi Lively ENP
Spartanburg County, SC
864.596.2050 x107


April Heinze, ENP
INdigital Telecom

 Working Groups

·        NG9-1-1 Data Flow (Co-Chairs: Richard Muscat, Amy McDowell ENP):  

A NENA NG9-1-1 Data Flow WG is forming regarding issues associated with NG9-1-1 data presentation at the PSAP and utilization of information that be part of or associated with NG9-1-1 calls. In NG9-1-1 a call may include a variety of different information. This WG will address the NG9-1-1 data flow process, which will be far richer than the ALI data used in E9-1-1. Issues to be addressed will include data flow and alternatives, timing, display and presentation issues and other related aspects involved in the flow of data and how to best address potential issues. The expected outcome would be a Standard(s) and/or other document(s) that would clearly define recommended structure and minimum content of data to be provided to the PSAP and other points under NG9-1-1 operations; transitioning from today’s legacy E9-1-1 process to NG9-1-1; and the development of other potential data sources that may be utilized by the PSAP. Individuals from a diverse set of skills, including PSAP operations, equipment manufacturers, IT specialist, incident command, and other aspects of public safety are encouraged to join this working group. 20161215-2_ISF NG9-1-1 Data Flow_ChrtrUpdtAppvd20171012


·        Management of Emergency Incident Data Documents (EIDD) (Co-Chairs: Diane Harris ENP, Mark Hannah; Amy McDowell, ENP       

The Management of EIDD Working Group will focus on developing an ANSI accredited NENA/APCO Standard to provide guidance to 9-1-1 Authorities, PSAP Managers, and application developers on how to manage data interoperability between NG9-1-1 functional elements, public safety applications within the PSAP, originating & assisting PSAPs, emergency responder applications and other law enforcement, fire and EMS entities. Expertise in data & information sharing at the PSAP is desired. Operational expertise familiar with the needs for exchanging data between call takers and dispatchers, emergency responders and other user systems is also highly sought. We are looking for a well-balanced group that will include contributions from technical and operational subject matter experts. ANSI project initiation notice was published in May 2015. Calls are Monday's at  3-4 pm ET.  20150311_ISF NG9-1-1 Management Considerations for EIDD Interoperability APPROVED 20150421


·        PSAP Daily Operations (Co-Chairs: Crystal Ayco ENP, Cheryl LeSage, Dee Ann Summerset ENP)   

   The PSAP Daily Operations Working Group will update NENA 54-001 (11/18/2004) to bring it in line with today's Communications Center/PSAP personnel operations needs and issue as an ANSI accredited NENA Standard. ANSI project initiation notice was published in September 2016. Calls are Tuesday's at  12-1 pm ET. 

20160407_ISF Telecommunicator Schedules & Hours_Assgnd 20160426_Charter


·        DOD/USCG/PIPELINE Notifications (Co-Chairs: Steve Souder & Tammy Smith)    

NENA is seeking volunteers to participate in a new working group that will develop a NENA Standard related to military notifications by PSAPs. There are over 17,000 Department of Defense locations in the US—ranging from recruiting stations and offices to major military installations. Serving in and around those facilities are over 1,000,000 service members and their families. This standard will help ensure that vital information concerning those personnel and facilities are shared in an effective manner during times of crisis. The standard developed by this group will apply to all 6,000 US PSAPs and highlight the critical role that PSAPs play in ensuring Homeland Security, building on the lessons of Ft. Hood and Chattanooga. We are seeking volunteers with knowledge and experience in: PSAP Operations; CAD; EIDD; NG9-1-1 implementation; Call Protocols; and related areas. ANSI project initiation notice was published in March 2017.    20160620_ISF STA for DOD Notifications_CharterAppvd 20170207


  •    NG9-1-1 Impacts on the PSAP (Co-Chairs: John Haynes & R.V. White)      The move of 9-1-1 into a full Next Generation (NG) environment will entail many operational impacts. Some obvious, others less so. In order to plan more effectively for the rapidly arriving NG reality, including the associated decisions, preparation, planning, and communication which will be essential for NG9-1-1 success, a new NENA NG9-1-1 Impacts on the PSAP Working Group is being created. This working group will build on the lessons and experiences of early adopters, insight into future technologies and systems, and the knowledge and vision of working group members to develop a guidance document to support PSAPs in their management of the way Operations will evolve in the coming years as we work to a full and complete NG9-1-1 roll-out. This effort will provide a foundational tool for PSAP Managers, Stakeholders, Field Responders, and 9-1-1 personnel as they navigate the possibilities and realities of our shared 9-1-1 future. Any member of these groups, early adopters with 9-1-1 experience, vendors in the NG9-1-1 space, and other interested parties are encouraged to sign up for this working group and become a part of this critically important effort.  WG calls will be held on Tuesday’s at 2pm ET.   20170728-1_ISF NG Impacts on PSAP_CharterAppvd201804



·        Contingency Planning Subcommittee - Chair Cheryl Lesage     

Their is currently no work activity.


·        Standard Operating Procedures Subcommittee Working Groups - Co-Chairs Lisa Dodson                              and Diane Stiles

Working Groups

  • 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  


  • 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. ANSI project initiation notice was published in February 2015. Calls are Monday's at 3 pm ET for 1 hour. 


  • Changing Role of the Telecommunicator in the NG9-1-1 Environment, Co-Chair Lisa Dodson and Anthony Ellis:           The continuing implementation of NG9-1-1 will result in significant impacts on Telecommunicators and other 9-1-1 professionals.  The 9-1-1 community is in need of guidance on what these impacts will be so that they may begin related planning efforts. Examples of the changes they will need to address include: changes in job qualifications; changes in job skills, knowledge and abilities; and potential changes in stress related impacts among many others. In addition, the very nature of the job of a 9-1-1 telecommunicator may change as they become involved with data and sensor analysis and interpretation. Together, this information will help not only the current managers and leaders in the field as they prepare for impacts on telecommunicators, but also human resources professionals, educators, and individuals interested in the profession. Weekly conference calls will be held on Wednesdays at 1pm EST for 1 hour.  20170728-2_ISF Chgng Role of the TC in the NG9-1-1 Environment_CharterAppvd 20180102


Standards & Documents for this Committee