Text-to-911. York-Poquoson-Williamsburg Regional Emergency Communications Center. Terry Hall Immediate Past President APCO International

Transcription

1 Text-to-911 York-Poquoson-Williamsburg Regional Emergency Communications Center Terry Hall Immediate Past President APCO International

2 So just what is NG9-1-1? Public Safety Communications is undergoing tremendous change. The transition from circuit switched technology to IP networks and Next Generation has begun, leaving PSAPs and Telecommunicators to wonder, What is NG9-1-1 and what does it mean to me?

3 So just what is NG9-1-1? Next Generation systems will be a network of networks providing connectivity between PSAPs on a network within a specified geographic area to other networks both regionally and nationally.

4 Implementing Text to Services Dec. 2012: APCO and NENA reach voluntary agreement with four largest U.S. carriers SMS-based by May 2014 for requesting PSAPs Bounce-back message implemented by 6/30/13

5 Bounce back Message

6 Implementing Text to Services Dec. 2012: APCO and NENA reach voluntary agreement with four largest U.S. carriers SMS-based by May 2014 for requesting PSAPs Bounce-back message implemented by 6/30/13 Not applicable in roaming situations PSAP must be technically ready and authorized Outreach to manage consumer expectations Voice Calling preferred

7 Implementing Text to Services Dec. 2012: York County, VA First Office Application with Verizon and TCS April 2014: York County, VA added Sprint May 2014: York County, VA added AT&T York-Poquoson-Williamsburg Emergency Communications Center Various solution options are available Challenges Operational readiness; location; EMD Experience to date

8 Benefits Transition PSAP Option (Web) Easy to deploy easy to training Can be a single screen intuitive interface Challenges Internet connectivity can pose Service Level Agreement and security constraints Additional screen can add to the growing screen real estate a telecommutor needs to monitor/manage

9 1 Active Session

10 Multiple Active Sessions

11 Beyond SMS Text to Over the Top (OTT) text messaging Multi-Media Services Real Time photo/video/audio Solution challenges Triaging calls and data Telecommunicators will SEE the incident FIRST How do we train and prepare

12 TEXT to Fears & Concerns (Staff) Learning a New Language Abbreviations/Generation Differences Slang/Cultural Differences Multi-tasking/Real Estate Prank text Text vs priority Conversation Recall Subpoena/FOIA Logging CAD Dump Text hang-ups Location accuracy Increased processing time for calls Transfer to other PSAP Call accounting for Statistics Purposes Training Overwhelming/no bounce back

13 Going Live Audible tones resolved Mapping resolved Policy Test calls 300 per day Multiple pre-canned messages 160 characters TCS NOC info added to CAD Public Awareness Finger Pointing between TCS, COX, Motorola, & Cassidian Must leave session live until help arrives on scene Storage remains in the NOC

14 Deployment Problems No ring, bell, chime Limited pre-canned messages Plain language Policy on when to end and start land line No confirmation when session ends Real estate issues Deactivated phones Cannot tell wireless carrier

15 Going Live Policy When to end the session How to process pranks and hang ups How to handle transfers How to handle non emergency calls How to use language line What is priority voice or txt Do txt have to have 2 call takers on the txt just as voice calls How to handle EMD calls How to handle when system goes down and what to do When and who makes the authorization to turn the system off How to turn text to off If a session is closed when is it authorized to call back via voice Need to confirm address with caller and the ABC s of call taking

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17 York-Poquoson-Williamsburg Regional Emergency Communications Center