Operations - Human Resources

Mission Statement

The mission of the Human Resources Committee is to undertake an on-going and systematic review of emergency communications center human resources policies, processes, practices and standards. To complete this mission, the Human Resource Committee will make findings, issues reports, conduct studies and disseminate information regarding human resource subjects and provide opportunities for interaction among NENA members interested in the enhancement of emergency communications center human resource issues.

Completed Documents

Human Resources Committee Resource List OID (Operational Information Document: There is a vast amount of useful information related to Human Resources on the web. Finding what is appropriate can often be a challenge. This list provides useful Internet resource/Information links. It contains links ranging from staffing formula assistance to stress management. The Federal government, various associations and several private companies have web sites listed and provide useful and free information. OID topic pointers cover legal issues and informational sources, employee selection and training, scheduling and staffing, PSAP operations, employee assistance and general issues.

Documents in Progress

  • Social Networking
  • PTSD - Post Traumatic Stress DIsorder
  • Staffing

Future Documents

  • Selection
  • Telecommunicator Quality Assurance


  • NENA 2005 Compensation Survey: A Survey of Emergency Communication Pay Practices and Jobs, prepared by Mathis & Associates, L.L.C. 
  • NENA PSAP Staffing Survey Report, created under the auspices of the NENA SWAT initiative by L. Robert Kimball & Associates and 9-1-1 SME Consulting. The creation of this report included a survey (primarily concerning staffing and budgetary items) of approximately 70 PSAPs, serving populations less than 140,000.  In addition to the report, the outcome also includes an initial trial staffing formula worksheet, based on call volume, call duration, and available man-hours per employee (found in Appendix D, PSAP Staffing Guidelines worksheet (in MS Excel). The full report is 88 pages and can be very time-consuming to download via a dial-up internet connection. To minimize that issue, the report is also provided in three sections. Also, all documents are provided in .pdf format, except for Appendix D.

Human Resources Committee Chair

Collet Crabill, ENP
Deputy Director of Communications
Jefferson County (WV) Emergency Communications Center

Human Resources Committee Vice Chair






NENA Operations Standards & Documents
Documents are attached at the bottom of individual standards for download.

Operations - Human Resources

  • 54-001 - PSAP Daily Personnel Operations

    This document is provided as a Model Recommendation for the creation of the Daily Personnel Operations section of a Standard Operating Procedure (SOP) for use by Communications Centers and/or PSAPs as guidance in the formulation of an agency SOP.

    Operations - Human Resources
  • 54-002 - Hearing Standards for Telecommunicators

    This Hearing Standards for Public Safety Telecommunicators standards document is a tool for PSAP managers to use in the development of minimum hearing standards for public safety telecommunicators. It defines standard hearing requirements and audiology necessary to perform the basic functions of the telecommunicator position.

    Operations - Human Resources
  • 54-501 - Human Resources Resource List

    This “NENA Human Resources Subcommittee Resource/Information List” is a tool for PSAP managers and administrators to use as a resource for locating information on various Human Resources related information.

    Operations - Human Resources
  • 54-501A - PSAP Staffing Guidelines Report

    L. Robert Kimball & Associates, Inc. and 9-1-1 SME Consulting have performed a PSAP Staffing Survey and Analysis Study for the National Emergency Number Association (NENA) SWAT Team Operations Group. The objectives of the study were to develop staffing and budget models from data collected from existing PSAPs with which those approximately 432 counties in the United States without Enhanced 9-1-1 can project staffing and associated budgetary needs to implement Enhanced 9-1-1 service. This report presents the findings of the study and the guidelines for optimizing the use of the data.

    Operations - Human Resources
  • 54-750 v1 - HMI & PSAP Display Requirements

    NENA and APCO have jointly developed this document for the purpose of prescribing requirements for the human machine interface (HMI) display for the Next Generation 9-1-1(?) (NG9-1-1(?)) System. The ubiquitous access to 9-1-1 emergency services needed in today’s world of evolving technology is driving the need to introduce a broader array of interconnected networks that would comprehensively support emergency services.

    Operations - Human Resources