9-1-1 Operational Standards

NENA’s 9-1-1 Center Operations Committee, comprised of several topic-specific committees, works year-long on the development of recommended 9-1-1 center model recommendations/standards and other operational information documents. While there are no required operating procedures for 9-1-1 on a national level, NENA model recommendations/standards give 9-1-1 centers the tools they need to maintain a consistent level of service and work in relation to their peers in neighboring counties/parishes and states/provinces/territories. The work of the committees, in two structured document formats, will be posted here as a resource for NENA members and other 9-1-1 professionals. Click on the appropriate links at the left for the work of these committees. 

NENA 9-1-1 Center Operations Committee Liaison:

Norman H. Forshee
9-1-1 Coordinator
St. Clair County Illinois ETSB
101 South 1st Street
Belleville, Illinois  62220
618-277-7316 ext 106
[email protected]

The 9-1-1 Center Operations Committee tracks are:

  • Accessibility
  • Wireless Implementation and Operations
  • Public Education
  • Standard Operating Procedures
  • VoIP

Your participation in the work of any of these committees is greatly appreciated.  For more information on how you can contribute to the development of 9-1-1 Center model recommendations/standards and operational information documents, contact the appropriate Committee Chair or Operations Liaison Bill Weaver (above).




The mission of the Operations Committee of the National Emergency Number Association (NENA) is to provide operational guidance and support in various forms to the nation’s public safety answering points, emergency response centers, and aligned organizations (i.e., emergency management/emergency response). 


The principal objective of the Operations Committee is to provide guidance to public safety/emergency response organizations on operations issues, such as Human Resources, Standard Operating Procedures, Accessibility, Contingency Management, Public Education, and Wireless. 


In support of its mission, the Operations Committee: 

  • Conducts topical research and makes recommendations on relevant issues impacting the nation’s professional public safety and emergency communications practitioners; and

  • Recommends topical training curriculum on a range of operational, planning, and implementation issues, including, but not limited to, communications center management, standard operating procedures, and E/9-1-1 issues.

Operations Committee outputs form a national knowledge database on public safety/emergency communications, and is available to NENA’s membership for use in developing, implementing or managing initiatives for their member organizations. 

9-1-1 Center Operations Committee Document Formats/Hierarchy

Model Recommendation/Standard Document:

A structured, formal document prepared by one of the 9-1-1 Center Operations Committees; opportunity for comments by NENA members during a comment period; submitted to the NENA Executive Board for approval as a NENA model recommendation/standard; published by NENA as a model recommendation/standard. One could refer to the NENA operations model recommendations/standards on the NENA web site for a template.

Operational Information Document (OID):

A structured, topic-specific document written to address one or more operations issues. Intended to be instructive with regard to how to address or respond to issues impacting 9-1-1 center operations. Prepared and reviewed by 9-1-1 Center Operations Committees but not intended to serve as a standard or model recommendation; widely distributed to the NENA membership. This paper is usually 10 to 15 pages and refers to practices or methods to assist individuals regarding specific 9-1-1 center Operations issues and/or identifies additional issues work proposed for creating model recommendations/standards..

Forms/Miscellaneous Documents:

NENA developed forms to assist in center operations; prepared and/or recommended for use by 9-1-1 center operations subcommittees/study groups. Other papers that may assist 9-1-1 professionals regarding various operational issues.