Emergency Call Processing Protocol

Document Information
Full name: 

Emergency Call Processing Protocol Standard

Document type: 


Standard number: 


Document description: 

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.

To provide uniformity and consistency in the handling of 9-1-1, other emergency calls, the following emergency call processing standards are recommended:

  • Standardized call processing Protocols for all emergency call types
  • Standardized Prioritization of calls
  • Standardized pre-planned Responses based on the level of prioritization of calls.

The research, development, and implementation of call-processing protocols is endorsed by NENA as the most effective way to ensure the highest standard of care for both the emergency responders as well as the public.

Committee Information
Committee Name(s): 

Operations – Standard Operating Procedures

Committee type: 


Document Dates


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Emergency Call Processing Protocol 92.62 KB