Operations - SOP

The Standard Operating Procedures Committee

The mission of the SOP Committee 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/model recommendations 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/model recommendation.
  • Recommends standard operating procedures for the operation of communications centers and their managing agencies with input from the other Operations Committees: Accessibility, Contingency Planning, Human Resources, Public Education, PSAP Operations & Next Generation Integration and Next Generation Transition Planning.
  • 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.

SOP Committee Chair:

Amy Bedford
Network Analyst, Communications
Patrol Support Bureau
Harris County Sheriff's Department

SOP Committee Vice-Chair:

Sandy Beitel
E9-1-1 Coordinator
Ogle County

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

Operations - Standard Operating Procedures

  • 56-001 - Minimum Response To Wireless 9-1-1 Calls

    This document has been developed to serve as a model standard operating procedure for those Public Safety Answering Points (PSAPs) that receive wireless 9-1-1 calls.

    Operations - Standard Operating Procedures
  • 56-002 - NORAD/FAA Notification: Airborne Events

    This document has been developed to serve as a model standard operating procedure for Public Safety answering Points (PSAPs) to notify the North American Aerospace Defense Command (NORAD) or the Federal Aviation Administration (FAA) of certain air events that may require a response from an appropriate national agency

    Operations - Standard Operating Procedures
  • 56-003 - Standards for Emergency Notification Systems

    Emergency Telephone Notification Systems (ETNS) are fast becoming a necessary tool for public safety agencies nationwide. Large metropolitan areas and communities of all sizes have installed these systems to provide essential emergency information to their citizens. The National Emergency Number Association (NENA) believes acquisition and deployment of these emergency notification systems will only increase with today’s homeland security and domestic protection concerns.

    Operations - Standard Operating Procedures
  • 56-004 - TTY/TDD Communications SOP

    This document has been developed to serve as a model standard operating procedure for handling TTY/TDD Communication within Public Safety Answering Points (PSAPs).

    Operations - Standard Operating Procedures
  • 56-005 - 9-1-1 Call Answering Standard

    This document has been developed to serve as a model standard operating procedure for the calltaking function within Public Safety Answering Points (PSAPs).

    Operations - Standard Operating Procedures
  • 56-006 - Emergency Call Processing Protocol

    This standard provides emergency communication processing centers with a framework from which agencies can define appropriate emergency communication protocol requirements and recommendations for day-to-day operations and for disaster/major event scenarios.

    Operations - Standard Operating Procedures
  • 56-007 - NENA Pipeline Emergency Operations Standard/Model Recommendation

    This Standard is intended to aid Public Safety Answering Points (PSAP) in the development and implementation of emergency communications protocols pertaining to pipeline emergencies.  It addresses common situations involving pipelines carrying non-toxic natural gas and hazardous liquid petroleum products.  It does not address the release of toxic chemicals or other hazardous materials such as hydrogen sulfide.  The release of these substances will require a more detailed analysis and are beyond the general recommendations contained in this Standard.

    Operations - Standard Operating Procedures
  • 56-501 - Silent or Hang-Up 9-1-1 Calls

    This Operations-Focused Study is published by the National Emergency Number Association (NENA) as a guide and fact-finding tool to 9-1-1 agency administrators, communications center managers and supervisors, and public and private sector designers and manufacturers of public safety answering point (PSAP)(?) technology solutions used for the purpose of processing emergency (E/9-1-1) calls for service.

    Operations - Standard Operating Procedures
  • 56-502 - Rail & Highway Milepost Markers

    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.

    Operations - Standard Operating Procedures
  • 56-503 - Emergency Notification Systems

    This document is intended to be an informative guide and resource for the public and private sector in understanding the nuances and challenges of wide area/large area emergency notification systems and their various uses. It serves to provide information on the differences in the range of these increasingly popular emergency notification systems as a key public safety, emergency communications and emergency management information tool. It is also intended to provide substantive information on the goals and objectives of these systems, and the importance of clearly understanding how these systems may be used, as well as identify (often) overlooked responsibilities of the host agency/system administrator in appropriately specifying, using and managing these systems.

    Operations - Standard Operating Procedures
  • 56-504 - VoIP 9-1-1 Deployment and Operational Guidelines

    This document has been developed as a best practice for the deployment of VoIP E9-1-1 service. As such, its primary goal is to set expectations and improve communications among the parties involved in the deployment process. The intent of this document is to offer guidance to VoIP Providers, 9-1-1 Governing Authorities and PSAP Managers/Administrators prior to and during the process of VoIP E9-1-1 deployment. This document specifically addresses VoIP E9-1-1 deployments using dynamic ALI. It does not cover static VoIP using traditional wireline ALI.

    Operations - Standard Operating Procedures
  • 56-505 - Handling Calls Regarding Missing & Exploited Children

    This document describes guidelines that, if applied in 9-1-1 Centers, can help to swiftly recover missing children and may protect children from exploitation. 9-1-1 Centers should use these guidelines to issue their own policies and procedures for handing calls related to missing and exploited children (MEC).

    Operations - Standard Operating Procedures
  • 56-506 - Public Safety Answering Point Site Selection

    The typical useful life of a public safety answering point (PSAP)(?) in the United States is between twenty (20) and fifty (50) years. As with any fixed asset whose ability to support people, organizations and their operations has diminished, the decision to replace it or upgrade it may eventually have to be made. Research has shown that building or renovating a PSAP is a major undertaking and is often a first-time experience for most executives and administrators.

    Operations - Standard Operating Procedures
  • 56-507 - Railroad & PSAP Interaction

    This document describes a protocol for communicating between railroads and emergency response agencies to make the process of getting assistance to incidents along rail lines as efficient and effective as possible.

    Operations - Standard Operating Procedures
  • 56-508 - Protocol for Handling Calls of Human Trafficking

    This document describes guidelines that, if applied in 9-1-1 Call Centers, can help to swiftly rescue human trafficking victims. 9-1-1 Call Centers should use these guidelines to issue their own policies and procedures for handing calls related to human trafficking situations.

    Operations - Standard Operating Procedures
  • 56-509 v1 - Providing EMD Services
    A considerable number of PSAPs in the United States, Canada, and other nations provide emergency medical dispatch (EMD) service to their callers. EMD is a recognized structured system used to determine the nature and severity of a medical problem, prioritize it so the appropriate level of Emergency Medical Services is dispatched safely, and provide the caller with instructions on how to assist the patient until Emergency Medical Services arrive. However, not all Public Safety Answering Points provide this service.
    There are EMD Service Providers who directly deal with members of the public that have recognized this limitation and have initiated steps to provide this service. They include, but are not limited to organizations such as automotive companies, alarm services and technology services. These EMD Service Providers may choose to provide emergency medical dispatch services directly for their clients.
    This document is intended to serve as a model best practice guide to both EMD Service Providers and for the Public Safety Answering Points that receive third party calls from the EMD Service Providers and dispatch the appropriate First Responders. 
    Operations - Standard Operating Procedures