PSAP Manager

For the past eight months, the National Emergency Number Association has had a dedicated team “SWAT” to accelerate implementation of Enhanced 9-1-1 with Phase II nationally.  In that process, we learned that 432 counties do not have E9-1-1, with most requiring a full set of implementation recommendations.  One of the recommendations is PSAP Staffing.

While there are some communication center staffing documents published, no one has ever completed a grassroots study to determine the personnel requirements based on factors that influence 9-1-1 call volume.

As we conduct this study, we ask for your help.

NENA SWAT Team has hired L. Robert Kimball & Associates and 9-1-1 SME Consulting to pair up to conduct a PSAP Staffing Study, due to us May 6, 2003.  This forwards their questionnaire to you for you to fill out and return to Dave Mazeau and Russ Russell.

Please take the time to fill out this questionnaire and send it to their email addresses (See the spreadsheet.) as soon as possible.  They would like to have all input by April 21.

If you have any questions, please call Dave Mazeau at 804 262-0300 (8 am to 5 pm EDT) or Russ Russell at 817 684-1911 (8 am to 6 pm CDT).

In closing, let me highlight how important this study is.  We as a community are undertaking a great many challenges and we will be looking to each and everyone of you to help shape our future.  Simply, our credibility and requests to personnel requirements depends upon the data you provide.  We dearly appreciate your help.


John Melcher, ENP
President, NENA

 PSAP Staffing and Budget Analysis

The Operations Team of NENA’s SWAT Team Initiative has implemented a nation-wide study to develop staffing and budget models from which those 432 counties in the United States without Enhanced 9-1-1 can project staffing and budget needs to implement Wireless E9-1-1 Phase I service.  This survey-based study will build upon the data in the NENA/DOT Project and add important budgetary information to arrive at profile-specific models.


We are asking PSAP managers for assistance in building the database necessary from which trends can be identified and models can be developed.  We understand that many of you are often asked to complete surveys and questionnaires from a variety of sources within the 9-1-1 industry.  Rightfully so, because you possess valuable information.  We ask that you share some of this information one more time.  You have the answers we need!

It is of critical importance that we receive completed surveys from you if your PSAP serves a population of fewer than 140,000. 

Please take the time now to complete the survey via the link below and participate in providing tools for other communities to implement Wireless E9-1-1 Phase I service. 

All information will be kept confidential.

If you have a question, contact either:


Russ Russell, CM, ENP, PMP at (817) 684-1911
8:00 am to 6:00 pm CDT


Dave Mazeau at (804) 262-0300
8:00 am to 5:00 pm EDT


  1. Open the survey.  It is in Microsoft Excel.

  2. Enable Macros

  3. Save the survey to your hard drive

  4. Fill in all contact information, complete the survey, and “Save”.  Save as the existing file name, SWAT Survey, add underscore ( _ ), then add your County name and two-character state abbreviation.
    Example: SwatSurvey_HanoverVA.

  5. Attach to email and send to both Russ at [email protected] and Dave at [email protected].