Why is the path to NG9-1-1 less traveled?

Unfortunately, a designated order of implementation is non-existent due to the recent introduction of NG9-1-1 technology.  The focus has primarily been on updating the infrastructure to support the consistently changing methods of data exchange.  Once an agency has determined the funding exists to upgrade the infrastructure and confirms they are able to meet legislative mandates, they must focus on the additional impacts to the center.  The implementation of NG9-1-1 requires agencies to review current policies and training to provide the efficient and accurate service the public expects.  Specifically, agencies will need to focus on the following issues prior to implementation of

NG9-1-1:  jurisdictional, educational, and personnel resources.

 

I began my career as a 9-1-1 Dispatcher in 1997 with the City of Plano.  I have served as a 9-1-1 Communications Supervisor for the last 14 years and I frequently instruct courses in the Dallas/Ft. Worth metroplex to 9-1-1 Dispatchers.  I have witnessed the technological changes and the impact on 9-1-1 centers across the metroplex. Today I will discuss key factors in NG9-1-1 Implementation and I will begin exploring potential issues created by NG9-1-1 implementation beyond the initial infrastructure deployment.

 Key Factors in NG9-1-1 Implementation

NG9-1-1 implementation overhauls the current legacy 9-1-1 system.  In Wonsang Song’s dissertation, Next Generation Emergency Call System with Enhanced Indoor Positioning, he states the following:

The NG9-1-1 system must support various kinds of IP-based devices such as Voice over IP (VoIP) phones, real-time text devices, and video call software. This requires that the system should be based on a standardized communication protocol.  In addition to the IP-based communication devices and networks, the NG9-1-1 system must support legacy methods currently in use for emergency communications. In particular, the system must provide a bridge for the old PSTN-based telephone lines.  Integrating different devices and networks, both old and new, present a significant challenge.

The Current 9-1-1 System

Source:  Intelligent Transportation Systems

U.S.DOT Next Generation 9-1-1 Project: A National Framework and Deployment Plan

Although Song’s emphasis regarding integrating the old and new technology is a valid concern, it is equally important to address the secondary impacts created by implementation of the emerging technology.

Jurisdictional infrastructure boundary issues. 

According to NENA, “as of November 2014, the United States has 5,926 primary and secondary PSAPs and 3,135 counties which include parishes, independent cities, boroughs and Census areas (NENA - National Emergency Number Association, 2013-2014).  Since every PSAP is not necessarily responsible for one agency or jurisdiction, the 5,926 is a substantially larger number when referring to jurisdictional boundaries.  Compound the jurisdictional boundary issue with the lack of federal legislation and funding requiring a standardized platform for 9-1-1 infrastructure and the issue of jurisdictional overlap becomes even more substantial.  The map below illustrates the primary issue of jurisdictional infrastructure variances.

 

Click here to view the status 9-1-1 coverage in your area

The red areas on the map indicate areas that have Basic 9-1-1 or No 9-1-1.  Yellow areas show Enhanced 9-1-1 areas.  In either case, if 9-1-1 is available, wireless calls cannot be processed.  Since every area is not covered in green indicating Wireless Phase II has been completed, it is imperative that NG9-1-1 deployment offer the ability to process legacy calls in addition to the new technology. 

 Another important factor to consider in addition to the infrastructure requirement is the issue of jurisdictional boundaries between agencies.  NG9-1-1 technology allows agencies to achieve true interconnection.  The capability is an excellent enhancement when facing disaster.  For example, consider the impact of forecasted natural disasters.  It would no longer be necessary for emergency dispatchers to remain on site to process emergency calls.  The calls could be routed to an alternate site for processing during the duration of the danger.  The safety of personnel is important, but it is equally as important for the alternate site to prepare in advance and adequately staff for the influx of calls.  This issue is addressed in the personnel preparedness section.

 

While borders are able to be easily crossed with NG9-1-1 implementation, it is important to recognize that callers do not understand jurisdictional boundaries in an emergency.  The caller’s emergency does not have boundaries when attempting to obtain help to resolve the situation.  Since some agencies may have NG9-1-1 capabilities and a surrounding agency may not, it is important the public remains educated regarding the 9-1-1 services available in their area.  For example, currently agencies in Collin County serviced by the North Central Texas Council of Governments (NCTCOG) have implemented NG9-1-1 and thus have text to 9-1-1 capability.  However, home-rule cities in Collin County such as Plano, Garland, Richardson, and Wylie do not participate in the program since they are not serviced by NCTCOG.

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