PSAP Operations Committee

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NENA Development Group



The PSAP Operations Committee will focus on 9-1-1 call processing procedures and the associated data distribution and management, and will develop the processes and procedures:

  • for coordination of the emergency response between multiple entities, including other PSAPs, with responsibility for some aspect of the response.
  • necessary to identify and report system failures and data accuracy errors, so correction can be accomplished within established timelines under the system service level agreements (SLA).
  • for personnel scheduling.
  • for Telecommunicator job task analysis.


Wendi Rooney ENP
Spartanburg County, SC
864.596.2050 x107


Rachel Bello
Wake County NC

 Working Groups

·        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


  • Changing Role of the Telecommunicator in the NG9-1-1 Environment, Co-Chair Lisa Dodson ENP 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
  •  Social Media Emergency Requests for Service (Co-Chairs: Lisa Dodson, ENP & Andrea Wilson)      This WG will focus on developing a standard to provide guidance to PSAPs on handling emergency requests from citizens who utilize the medium for requesting emergency assistance. Recent real-world events reveal that when traditional communications become available due to disaster events, that the public will attempt to reach emergency services on any available communications platform. PSAPs need to be prepared to handle these requests under any circumstance that they are received. Use cases will be standardized to reflect best practice ‘call processing’ standards to ensure that they are handled consistently by all PSAPs. The new standard will also provide guidance on how PSAPs can work with social media providers to help respond to emergency requests. SMEs with knowledge of PSAP operations, call handling procedures, use of social media for public agencies, or knowledge of social media technology and their procedures when working with public safety entities are encouraged to sign up for this WG. Meetings will be held via conference call on a bi-weekly basis on a day/time determined by consensus of the WG.
  • Suicide Prevention (Co-Chairs: Jim Marshall and Gillian Murphy)      

The current 9-1-1 Suicide Prevention Standard published by NENA, NENA-STA-001.1-2013, is due for revision. The NENA Suicide Prevention Working Group is, therefore, resuming soon. This will be an important revision process since several changes are needed to assure best possible care for those 9-1-1 callers at imminent risk of suicide. This Standard will pursue inclusion of critical information about the Crisis Text Line, terms for optimizing collaboration with National Suicide Prevention Lifeline, and other accredited crisis call centers, among other changes. 9-1-1 professionals and mental health professionals are urged to join with other stakeholders as members of the Working Group to update this Standard.


Standards & Documents for this Committee