PSAP Interim Text-to-9-1-1 Training Documents NENA-REF-002.2-2014
Share |

PSAP Interim Text-to-9-1-1 Support Documents


1.0       Purpose

1.1       The purpose of this document is to provide support information and education materials for        PSAPs planning on moving forward with the Interim Solution for Text-to-9-1-1.

2.0       Scope

2.1       The scope of the Attachments included herein are intended to be offered as examples only, and PSAPs will need to consider how to implement or adapt each of them to suit their individual needs.

2.2       PSAPs will therefore need to review each of the Attachments and carefully consider what changes or modifications are required to achieve the desired outcomes.

2.3       In addition, all aspects of the ever evolving technology must be constantly reviewed, and therefore the Attachments should be considered living and evolving documents that should be reviewed on a regular basis.

3.0       Content

3.1       The following section is intended to describe the content and purpose of each of the Attachments.

3.1.1   ATTACHMENT 1 - Interim Text to 9-1-1: Information & Training for Telecommunicators – This Attachment consists of a PowerPoint slide deck that is intended to provide telecommunicators with an overview of the Interim Solution for SMS Text-to-9-1-1. It should be noted that the PowerPoint includes an overview of the current interim solutions; however, PSAPs may chose to focus only on their chosen interim solution, and remove references to any other interim solution, or the final i3 solution as referenced in the PowerPoint. As stated, PSAPs should consider this as a training template, and are encouraged to modify the presentation to suit local needs, as well as to add additional information germane to the aforementioned Interim Solution.

3.1.2   ATTACHMENT 2 - Interim Texting Policy SOP - This Attachment provides a Standard Operating Procedure (SOP) template. It is intended as a model document that PSAPs should have in place prior to implementing Text-to-9-1-1. Various operational considerations are highlighted with comments in parenthesis. PSAPs will need to consider their existing SOP’s with the objective being a clear and concise set of procedures that will benefit telecommunicators in the processing of Text-to-91-1 requests for service. In addition, PSAP managers should regularly review and update any aspect of the SOP that impacts call processing and response. 

3.1.3   ATTACHMENT 3 – Canned Message List for PSAPs - This Attachment provides a list of suggested Canned Messages intended to be programmed into PSAP Customer Premises Equipment (CPE) or any other technologies employed by PSAPs when processing Text-to-9-1-1 requests for service. These messages are intended to be used by telecommunicators to quickly and efficiently send messages back to the texter and are offered here as examples only. PSAPs may wish to develop their own lists based on these examples.   

3.1.4  ATTACHMENT 4 – Interim SMS Text-to-9-1-1 Operational Experiences – This attachment contains operational impacts and experiences from some of the early Interim SMS Text-to-9-1-1 adopters. All of the data is accurate as of June, 2014.  It is intended as a resource for 9-1-1 authorities to assist in planning and implementation of text-to-9-1-1. The information below may be updated as text-to-9-1-1 service is implemented across the county. 

4.0       Additional Considerations 

4.1     Retention of SMS Text-to-9-1-1Messages - The retention of all SMS Messaging will be dependent on your Interim Text-to-9-1-1 solution. PSAPs should seek advice from their IT Staff concerning the archiving and storage of Text-to-9-1-1 messages.

4.2     Transfer of Interim SMS Text-to-9-1-1 Sessions - Within the Interim SMS text-to-9-1-1 solution it is possible for neighboring PSAP agencies to deploy different interfaces.  This prevents the transfer of the text session in some cases if the interface does not support a transfer.  The 9-1-1 agency will need to coordinate with the text provider or text control center to determine when and how transfers will be possible.

 As the transition to NG9-1-1 text-to-9-1-1 solution occurs, the 9-1-1 Authority will need to revisit this section of the operating procedures based on new transfer capabilities.


Full Document: PSAP Interim Text-to-9-1-1 Support Documents

Attachment 1:  Interim Text to 9-1-1: Information &Training for Telecommunicators PowerPoint

Attachment 2: Interim Texting Policy Standard OperatingProcedure (SOP) Template

Attachment 3: Canned Message List for PSAPs when processing Text-to-9-1-1 requests for service

Attachment 4: Interim SMS Text-to-9-1-1 Operational Experiences