If your career is INSIDE the Public Safety Answering Point (PSAP), one question might be “How will NG9-1-1 help us do our job?”
In speaking with Telecommunicators (those dedicated individuals that answer your 9-1-1 call), many identify the following to be important:
Reduce the number of transfers– in other words, have the network route wireless 9-1-1 calls to the correct PSAP the first time, eliminating the need for 9-1-1 Call Takers to transfer the call elsewhere. note: I’ve listened to a lot of 9-1-1 calls, it can literally freak people out to tell them that you cannot help them, that they are located in another jurisdiction and you will need to transfer the call. Recently, a mother whose child needed assistance called 9-1-1 and was told that her call needed to be transferred. She became extremely upset. Later, she went to a local TV station to complain. Dan Koenig, from my team, and I were interviewed for a segment to explain how the current system works.
Today most wireless 9-1-1 calls are routed, not by the callers location, but by which cell tower and cell tower face (sector) their mobile phone is connected to..
In the example below, the 9-1-1 caller is connected to a cell tower and sector that is ‘programmed’ to send all 9-1-1 calls to Municipality A. This is simply a limitation of how the traditional 9-1-1 network functions today.
PSAP A will receive this 9-1-1 call. Once they determine the 9-1-1 callers location, they will transfer the call to PSAP B.