ENP Study Group PSAP Equipment

1. ENP Study GroupPSAP Equipment Brought to you by: The Florida NENA Education committee

2. The PSAP • PSAP – Public Safety Answering Point • PSAP’s may either be primary or secondary. • A primary PSAP is an entity which receives 9-1-1 calls from a defined geographic area and processes those calls according to a specific operational policy. • A secondary PSAP is a entity which receives the 9-1-1 calls when transferred by the primary PSAP. FCC PSAP Registry: http://transition.fcc.gov/pshs/services/911-services/enhanced911/psapregistry.html Equipment and PSAP structure may vary slightly depending on the how technologically advanced a PSAP is or what the responsibilities of that PSAP are.

3. PSAP Structure • PSAP’s vary in size and responsibility. • PSAP’s can be single jurisdiction or multiple jurisdiction. • Single- A PSAP that receives 911 calls for their own jurisdiction. • Multiple – A PSAP that receives 911 calls for two or more jurisdictions. • Consolidated PSAP’s are those that serve multiple jurisdictions and can service police, fire and EMS (or some combination thereof) for each of the jurisdictions • Consolidation is becoming more common due to the many advantages it offers. • Cost efficiency • Ability to communicate more effectively among agencies • Elimination of duplicate services • Etc.

4. PSAP Structure PSAP Consolidation – may be achieved in different ways • Full consolidation All existing dispatch services are moved to a single dispatch center with a single management structure. A consolidated center requires diverse centers to be brought together under one management team with common operating platforms. • Co-located consolidation Multiple dispatch centers are moved to the same physical location, but maintain separate operations. The different operations share some of the infrastructure costs, but they remain separate in their dispatch responsibilities. More information can be found regarding consolidation and shared services by going to the 911 dispatch magazine link provided. http://www.9-1-1magazine.com/AECOM-Consolidated-Dispatch-Centers

5. Privatizing PSAP’s • In lieu of local government providing 911 call taking services, some may be choosing private services. • Privatization may be more cost effective and efficient in some areas. Additional links: http://www.nj.com/mercer/index.ssf/2013/01/lawrence_becomes_first_in_nj_t.html#incart_m-rpt-1 http://urgentcomm.com/psap-news/911-privatization-rumor-causes-stir-chicago

6. Virtual PSAP’s • Taking your PSAP on the road… • A virtual PSAP is portable and scalable. • A virtual PSAP may be considered for a variety of reasons. (disaster situations, staffing, flexible work environment) • May contain laptops and servers that can be moved on a moments notice as in a disaster situation. • NENA document that addresses the virtual 911 environment: • http://c.ymcdn.com/sites/www.nena.org/resource/collection/88EE0630-CA27-4000-BAA7-24FFA3F9029A/NENA_53-507_V1_Virtual_PSAP_Management.pdf

7. PSAP equipment A PSAP typically uses the following equipment/software: • AVL – Automatic Vehicle Locator • CAD – Computer Aided Dispatch • Electrical System • Emergency Medical/Police/Fire Protocol • Mapping System • Master Clock • Mobile Data Devices • NAWAS • Radio (covered in another session) • Recording devices • Records Management Systems • Security Monitoring Systems • TTY/TDD

8. AVL – Automatic Vehicle Location • Automatic Vehicle Location is GPS based. • AVL provides a visual indication of where units are located. • Visual indication can be used to provide callers with information on where the unit is coming from. • Can be used to locate a unit when unable to reach via other means. • It can also assist a dispatcher in determining which unit is closer to a call for service. • Some PSAP’s use AVL technology in dispatching the closest unit to calls for service. • AVL systems may be integrated into CAD. GPS tracking devices used for automatic vehicle location may be in the unit’s radio, laptop computer or vehicle.

10. CAD – Computer Aided Dispatch • Automates the call taking and dispatch process • Comes in a variety of platforms • Complexity varies depending on the size and responsibilities of the center. • Information retrieved from CAD is only as good as the information that goes into it. • Information is stored in the CAD system for a period of time and can be retrieved at a later time. • CAD is typically interfaced with other systems to include E911 and Mapping. • CAD is often interfaced with external agency databases allowing the operator to retrieve information quickly Additional resource: http://www.911dispatch.com/computer-aided-dispatch-resources/

12. Emergency Protocols • May come in the form of software application that interfaces with the CAD system or in the form of a card set. • May be used for Police, Fire or Medical situations. • Emergency protocol system is a tool used by PSAP Operators when questioning a caller and providing instructions. • Emergency protocols assist in prioritizing situations and determining the most appropriate responses.

13. Electrical Equipment • Generators • Generators for PSAP’s are designed to keep the operations of the dispatch center running until commercial power can be restored. • Typically operate on natural gas, diesel or gasoline. • They provide power to predefined areas as needed.

14. Electrical Equipment • UPS – Uninterrupted power supply • Designed to power critical PSAP equipment until the generator is activated or commercial power is restored. • UPS’s do not sustain power as long as a generator. • UPS battery life will be determined by the load. The larger the load, the shorter the life of the UPS.

15. Mapping System • Mapping systems are typically interfaced into CAD and PSAP Telephone Equipment. • GIS data is being incorporated into maps providing additional data to the PSAP’s. • Operators are able to obtain a visual graphical display of a call site location or cellular towers. • Detailed mapping information may include aerial displays, hydrant information, waterways, mile markers, etc.

16. Mobile Data Systems/Devices • Computers that are accessible to information in CAD and other databases, which allows the member to perform functions from the field. • May be in the form of a rugged computer or a tablet. • May be slower to retrieve information due to the use of radio or cellular networks to transfer data.

17. NAWAS – National Warning System • National Warning System • An automated system used to disseminate warning information regarding natural and man made disasters to local, state and federal governments. • Originally created to warn of enemy attack or accidental missile launch against the United States. • NAWAS is operated and funded by the Federal Emergency Management AGency. • NAWAS is a 24x7 operation.

18. Master Clock • Master clocks are used to synchronize equipment where they all maintain the same time. • A master clock takes one or more precise timing reference signals as inputs, then converts and distributes those timing references to other devices so their clocks are almost as accurate as the master clock. 1 • In a PSAP, the master clock be used to synchronize the following equipment: CAD, E911 Systems, logging recorders, radio consoles, and any device that requires time stamping.

19. Recording Devices • Recording devices in the PSAP are used to capture voice traffic and/or data. • Voice recording devices may be used to capture telephone and radio traffic. • Screen capture devices allow PSAP management to audit user activity. • Minimum recording storage requirements may vary. • Instant recall recording – Typically set up to record voice traffic that occurs at a specific position and making it available to the operator for quick reference.

20. Records Management System - RMS • RMS is an agency-wide system that provides for the storage, retrieval, retention, manipulation, archiving, and viewing of information, records, documents, or files. 1 • The RMS stores information about cases, people, vehicles, mug shots, fingerprints, etc. • The RMS provides the ability to relate data to other data in the system. Allows a user to more easily access additional information that will assist in solving crimes.

21. Monitoring Systems • Since the PSAP is a 24x7x365 operation, some center personnel may be required to monitor the security of their organization. • Some security monitoring may include security cameras where others may include monitoring door access by scanning or finger reading devices. • Some PSAPs may be required to monitor roadway conditions via camera systems.

22. TTY/TDD • A TTY/TDD is a device that is used by a person who is either hearing or speech impaired to communicate by allowing them to type messages back and forth. • The Americans with Disabilities Act (ADA) requires all Public Safety Answering Points (PSAPs) to provide direct, equal access to their services for people with disabilities who use teletypewriters (TTYs) • In the PSAP TTY/TDD devices may either be stand alone or integrated into the phone equipment. • Some callers may prefer to use a relay services versus dialing direct. Relay services may include TTY/TDD communication or video relay. • Telecommunicatorsreceive initial training on how to effectively communicate with the hearing and speech impaired using these devicesand are required to receive regular ongoing training. Text Telephone/Telecommunications device for the deaf http://www.ada.gov/911ta.htm