NENA

Testing 1,2,3…

Recently, the Federal Government released a committee report. This report included the recommendation that the Standard Occupational Classification (SOC), NOT be modified to change the classification of Public Safety Telecommunicator from “Office and Administrative Support” to critical public safety professional. This was in direct opposition to the recommendations from APCO, NENA and the Congressional NextGen 9-1-1  Caucus.

OPM

The hope was that the committee would agree to reclassify Telecommunicator as a “Protective Service Occupation”. This is the same category as firefighters, police officers (and life guards)

Brian Fontes, CEO of NENA – “The men and women of 9-1-1 do so much more than just answer the phone. They guide callers through life-saving procedures, provide advice on how to handle dangerous situations, and provide critical backup to field responders, all while under great stress and pressure.”

APCO President Brent Lee- ” I am extremely disappointed that the Policy Committee failed to address the inaccurate classification of Public Safety Telecommunicators in the SOC.”

It would appear that the Office of Management and Budget does not ‘hear’ the compelling story of the service  Call Takers and Dispatchers provide.

As I understand it, NENA and APCO will be meeting with both OMB and Congress in an effort to resolve this before the SOC classification is finalized in 2017.

One thought- The Washington, D.C. “Unified Command” PSAP is only a 16 minute drive from the Office of Personnel Management. I had the pleasure of meeting  Karima Holmes , the Director, last week. I am sure that she would be more that willing to give the OPM Committee Members a tour.

Would somebody please set this up?? (Directions provided above..)

Outbound Text from the PSAP

Indiana

 

This past week I attended the NENA 2016 Conference in Indianapolis, Indiana.

One of the information Breakout Sessions was entitled “New, Now, Wow”. Rob McMullen ENP, the 9-1-1 Director from Vigo County, Illinois, was a member of this panel. Rob informed the audience that Indiana has implemented Text-to-911 statewide, 92 counties, a major accomplishment.

Rob provided the following “Text”data for the past 6 months:

  • Statewide average-  1,400 inbound texts per month
  • The County that includes the City of Indianapolis averages 1,000 of these texts per month
  • The rest of the Counties average 20 texts per month

However, Telecommunicators (those amazing individuals who answer your 9-1-1 call) have started to use the outbound text feature to deal with both abandoned and, excuse the term, “butt dial” calls (averaging 16,000 calls per month statewide) placed to 9-1-1.

butt

The telecommunicators have found that many times by sending a text such as, ‘Did you mean to call 9-1-1?” they will  receive a response, whereas a phone call, in many instances, is not answered. People often do not want to speak with 9-1-1 and admit their error. Many times these calls will result in an unnecessary law enforcement dispatch for follow-up.

This feature is a major addition to Text-to-911 implementations.  It may become a feature that Telecommunicators request, facilitating further adoption of Text-to-9-1-1 across the Country.