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