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Next Generation 911 questions

By Mark Schroeder posted 09-06-2013 15:09

  
As articles and best practices (or standards) become more available, I am still very curious as to how PSAP's are going to actually handle the load of "calls" (text messaging and any other alternate form of comm tools being employed that are not a "phone") that will start streaming in. If someone could direct me to any standard or best practice that has been put in place for any of the following items, it would be helpful:

1. How are "calls" coming from something other dedicated circuits to be transfered to secondary PSAP's (text messages, attached content, email, etc.)? I am looking for either a technical standard or best practice that is established at this time.
2. How are alternate incoming "calls" to be (or recommended to be) prioritized against incoming "911 telephone" system calls? Or even queued for response?
3. What type of metrics should be used in evaluating staffing levels for this new "call" type? Are they to be the same as they are now, 1 for 1 ?
4. Will secondary PSAP's begin to take these type of calls directly? Would it not improve customer service if a secondary PSAP, that may be providing medical or other non-law enforecment needs, is allowed to have these "calls" directed to them?
5. Will "911" remain as the only destination "number" to be used to request services/help? Has "Fire" "Police" or "Medical" been considered as alternates to use or also use in order to help route things a little quicker? 

When we are looking at this next generation of technology being added into 911 centers, aren't we almost looking at a conference bridge type deployment in which 1 to 100 people can get on at the same time and talk to just a few 911 operators, or is there something established that will keep each "caller" in a manageable queue of some type as it is now?

If you can direct me to any information about any of the questions I have posted above, that would be helpful. I am curious about these type of potential changes or considerations that have probably been discussed at length already, and have already been decided or even standardized.

Thanks. >Mark Schroeder<
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Comments

Diana Sprain
09-09-2013 17:00

I'd be interested as well. We may not be a 911 PSAP, but our law enforcement officers deal with emergencies. Our agency makes use of technology to monitor field personnel: for example, the SPOT devices for tracking movement. A couple of us text officers for status checks when radios just don't work, and some of our Operation Game Thief (OGT) hotline tips come in via emails.
I think we must evaluate how we do business. I've taken calls from RP's who want to send me photos, but we're not really ready to do that yet. Others have told co-workers about crimes on Craig's list, but dispatch can't access social media sites. Should dispatch, or at least one dedicated person a shift, be allowed access in those specific cases? Maybe it could be the supervisor, and he/she have the authority to attach multi-media to events as appropriate?
Those issues must be addressed and staffing may be an issue once we Public knows we can receive multi-media.