Standard Operating Procedures

  Standard Operating Procedures   Committee Chair:

Steve O’Conor, ENP
Brevard County 9-1-1 Coordinator
Government Center
Bldg. C, Room 202
2725 Judge Fran Jamieson Way
Viera, Florida 32940-6602
office: (321) 690-6846
e-mail: [email protected]



The mission of the Standard Operating Procedures Committee of the National Emergency Number Association (NENA) is to provide operational guidance and support in the form of model standard operating procedures to the nation’s public safety answering points, emergency response centers, and aligned organizations (i.e., emergency management/emergency response). 


In support of its mission, the Standard Operating Procedures Committee:


  • Develops recommended standards/best practice for the operation of communications centers and their managing agencies.

  • Submits its recommendations for comment by the Operations Committee and NENA membership; submits the final version to the NENA Executive Board for approval and publication as a NENA recommended standard/best practice.

  • Recommends standard operating procedures for the operation of communications centers and their managing agencies with input from the other Operations Committees: Human Resources, Accessibility, Contingency Management, Public Education, and Wireless.

  • Recommends a training curriculum on PSAP operations based on these standards/best practices and standard operating procedures.

The Standard Operating Procedures developed by the SOP Committee form part of a national knowledge database on public safety/emergency communications center operations and are available to NENA’s membership for use in developing, implementing or managing initiatives for their member organizations. 

Documents in Progress:

bullet Communications Policy and Standard Operating Procedure Manual


bullet Components of SOPs
bullet Examples of SOPs in selected areas

Future Issues:

bullet SOPs for use in your 9-1-1 center



Contingency Planning  
Committee Chair
  John Haynes
Deputy Director, Chester County (PA) 9-1-1
[email protected]

Documents in Progress:

bullet Hazard Analysis
bullet Resource Analysis


bullet Resource Analysis – outline of components
bullet Hazard Analysis – outline of components

Future Issues:

bullet Mock Contingency Plan Development
bullet Resource Analysis
bullet Hazard Analysis


Human Resources  
Committee Chair
  Wendy Lively
Quality Assurance Coordinator
Spartanburg Co NC 9-1-1
[email protected] 864-596-2050 ext 107

Ed Marecki
PSAP Manager
[email protected] 302-739-5868


Completed Documents

bullet NENA Human Resources Internet Resource/Information List (Microsoft Word)

Documents in Progress:

  • New Hire Training
  • Scheduling
  • Selection Guide Principle 
  • Staffing
  • Scheduling and Staffing
  • New Employee Handbook/Orientation Manual

Topic Scope and Content being Defined:

bullet Employee Selection
bullet Employee Compensation & Benefits Survey/Study
bullet New Employee Training


bullet Staffing resource: