Operational Information Documents

Operational Information Documents
The following NENA Operational Information Documents are in Adobe PDF format. Click here for Adobe PDF instructions.

52-501 TTY Phone Pal Program (PPP) Operational Information Document (OID)
54-501 Human Resources Sub-Committee Resource List OID
56-501 Silent or Hang-up Calls For Service OID
56-502 NENA Milepost OID
57-501 Wireless Phase I & II Features and Functions OID
57-502 Wireless Phase I/II Planning and Implementation Checklist & Modules OID
58-501 IP PSAP 9-1-1 System Features & Capabilities OID

54-501 Human Resources Sub-Committee Resource List OID

The Human Resources Subcommittee Resource List Operational Information Document (OID) was created as a tool for PSAP managers and administrators to use as a resource for locating information on various Human Resources related information

The document provides links to web sites covering a wide variety of human resources issues including:

  1. Legal Issues and Informational Sources
  2. Employee Selection
  3. Employee Training
  4. Scheduling and Staffing
  5. PSAP Operations
  6. Employee Assistance
  7. General Issues

56-502 NENA Milepost Operational Information Document 

As a result of their investigation into a railway collision, the National Transportation Safety Board (NTSB) issued a report in 2001 that identified certain safety issues relating to this event.  One of these issues was the adequacy of maps used by emergency response personnel for railroad accidents.  The NTSB recommended that NENA should facilitate the inclusion of railroad milepost markers on all emergency response maps across the country.

After the formation of this Working Group, it was determined that other government agencies were interested in obtaining and standardizing this and other location data.  The purpose of this Operational Information Document is to provide a recommendation regarding the development of a national database to include milepost information and other data for highways and railways within the United States.

It is recognized that standards are needed to identify define the data elements which should be provided on electronic and/or paper maps used by the public safety community.  This will facilitate locating emergency events and providing coordination among responding local, state and federal units.

It is recommended that railroad and highway milepost and other location elements be integrated into a common dataset.  These data, incorporated into electronic and paper maps, should be made available to PSAP call takers and other homeland security stakeholders.  It is recommended that standards be developed to identify the process by which these data are to be disseminated.  These data could also be incorporated into publicly available maps to magnify their utility. 

52-501 NENA TTY Phone Pal Program (PPP) Operational Information Document

This Operational Information Document (OID) introduces a program that will assist PSAP managers in their efforts to ensure equipment functionality and enhance call taker proficiencies where it concerns utilizing TTYs (also known as TDD – Telecommunications Device for the Deaf).  In addition, this document provides the framework and outline format for establishing this type of program.

The TTY Phone Pal Program is one method that can be used to meet federal mandates. This OID provides information from getting organized and finding volunteers to training issues and keeping the program going.

The U.S. Department of Justice  requires PSAPs to consult with and outreach to people with disabilities. Implementing this program may assist communication centers in their efforts towards providing quality services. If for no other reason, having this program in place could mean the difference between life and death for a caller when a true emergency TTY call is received at your PSAP. 

58-501 NENA IP PSAP 9-1-1 System Features & Capabilities Operational Information Document

The NENA IP PSAP 9-1-1 System Features & Capabilities Operational Information Document (OID) was approved by the NENA Operations Committee leadership, June 4, 2004. It is intended to be a guide for NENA Technical and Operations Committees to use in preparation for and installation of IP based 9-1-1 systems in the PSAP. PSAP administrators may also find this document useful for planning purposes, as they prepare to transition from their current equipment to IP based systems. This OID will serve as the base document as work begins now on the development of IP PSAP operational standards, to assist vendors and others in their product and service development work.

The document contains a list of capabilities or features that are expected to be supported in a public safety answering point (PSAP) using Internet Protocol (IP) based 9-1-1 equipment and software. These capabilities and features should be considered a minimum level of functionality, developed in an open architecture environment that will allow interoperability at all levels of the 9-1-1 network, regardless of vendors.

57-502 NENA Wireless Phase I/II Planning and Implementation Checklist and Modules

The NENA Wireless Phase I/II Planning and Implementation Checklist and Modules Operational Information Document (OID) was approved by the NENA Operations Committee leadership, May 24, 2004.  It is intended to serve as a best practice for deployment of wireless E9-1-1 phase I and phase II. Its primary goal is to set expectations and improve communications among the many parties in the deployment process.

Steps in the process include
•   Determining whether or when to proceed with phase I or phase II deployment,
•   Establishing the initial contact with the 9-1-1 service provider,
•   Making the proper notifications,
•   Organizing the initial planning meeting,
•   Completing the call routing sheets and addressing database issues,
•   Establishing an ALI delivery standard,
•   Establishing a GIS system,
•   Testing the initial deployment of the system and,
•   Dealing with post-deployment issues.

57-501 Wireless Phase I & II Features and Functions Document

The NENA Wireless Phase I & II Features and Functions Operational Information Document defines how E9-1-1 Phase I and Phase II should work in a best practice operational environment, given the current technology limitations. Topics discussed within phase I include call back number, cell site/sector location, standard ALI data formats and troubleshooting. Topics discussed within phase II include call back number, location data, standard ALI data formats, uncertainty factor/confidence factor, re-bid/location updates, phase II ALI interface and troubleshooting.

56-501 Silent or Hang-up Calls for Service Document

This report focuses on a single but important aspect of E/9-1-1 service and the plethora of emergency incidents common to public safety communications. Specifically, this operations-focused report explores the nature and force of “silent ” or “hang-up ” or “abandoned ” 9-1-1 calls for service and their impact on emergency services. The report also draws extensively from agencies that voluntarily submitted standard operating procedures, call processing guidelines, and other procedural information as part of the committee’s fact-finding undertaking. In addition, data was collected by other means and is incorporated in this report (i.e., Internet searches, peer-to-peer networking).

The report offers guidance to the public safety community on a range of topics related to processing silent or hang-up calls for service, including technical, procedural, statistical, and technology oriented suggestions.