NENA ENP cheat sheet

9-1-1 is a three-digit universal emergency number; 9-8-8 is the three-digit Suicide & Crisis Lifeline; 3-1-1 and 2-1-1 are non-emergency municipal/social-service codes.

ANI delivers the calling party's number; ALI returns the associated subscriber/location record; together they form the ANI/ALI data pair delivered to the call-taker.

Legacy E9-1-1 relies on selective routing via the ALI database and a Master Street Address Guide (MSAG) to validate civic addresses.

NG9-1-1 replaces circuit-switched selective routers with an ESInet (Emergency Services IP Network) and i3 functional elements: ESRP, ECRF, LVF, and BCF.

The ECRF (Emergency Call Routing Function) answers 'where' questions using GIS location; the LVF (Location Validation Function) answers 'is this a valid address' questions.

PIDF-LO (Presence Information Data Format Location Object) is the standard i3 payload carrying civic and geodetic location in NG9-1-1.

Text-to-9-1-1 requires SMS origination support and location handling distinct from voice; it is not a substitute for a TTY or RTT call where available.

A PSAP's CPE (customer premises equipment) includes the call-handling positions, the ANI/ALI controller, and the logging recorder; power is backed by UPS plus generator.

Standard call flow: answer, identify the nature of the emergency, obtain and confirm location, obtain callback number, dispatch, then provide post-dispatch instructions.

Location is the highest-priority information element; without a confirmed location, response cannot be dispatched even if the caller provides a callback number.

The call-taker must verify the ANI/ALI address verbally with the caller; ALI data can be stale, wireless, or associated with a different device location.

Wireless Phase II location uses a positioning method (e.g., handset GPS or network-based) and delivers latitude/longitude plus an accuracy/confidence value (e.g., 50m/67% or 150m/90%).

Abandoned or disconnected 9-1-1 calls require callback and, if unanswered, a field response per agency policy; silent calls are treated as potentially real emergencies.

Call classification distinguishes emergency (immediate dispatch), non-emergency (transfer or referral), and administrative calls; misclassification delays response.

Emergency Medical Dispatch (EMD) uses scripted, protocol-based pre-arrival instructions (e.g., CPR, choking, childbirth) under medical direction.

A TDD/TTY call is detected by the hearing tones or a 'baudot' signal; the call-taker responds by pressing the TDD key (typically the space bar) to establish the link.

NENA publishes standards through the NENA Standards & Best Practices process; documents carry an ANS (American National Standard) designation only after ANSI approval.

The i3 standard (NENA-STA-010) defines the NG9-1-1 architecture, interfaces, and functional elements; it is the reference for NG9-1-1 interoperability.

FCC rules require Phase I wireless location within 6 minutes and Phase II accuracy of 50m/67% or 150m/90% for handset-based solutions.

Kari's Law requires direct-dial 9-1-1 from multi-line telephone systems (MLTS) without an access code; RAY BAUM'S Act adds dispatchable location requirements.

The 9-1-1 Act of 1999 (as amended) established the 9-1-1 Implementation Coordination Office and federal grant program for E9-1-1/NG9-1-1.

NENA-INF-024 and related documents address PSAP operational standards; state 9-1-1 authorities typically govern funding, oversight, and PSAP accreditation.

Records retention, public-records requests, and 9-1-1 call recording release are governed by state law, not by NENA standards; NENA provides guidance only.

The FCC's 9-1-1 fee rules and the NET 911 Act (2008) prohibit diversion of 9-1-1 fees to non-9-1-1 purposes.

Minimum staffing is calculated from call volume, average call-handling time, and target utilization (Erlang C); a common target is 70-80% occupancy for call-takers.

Span of control for a PSAP supervisor typically ranges from 6-10 telecommunicators, depending on call complexity and shift structure.

Turnover cost includes recruitment, academy, and on-the-job training (often 6-12 months to full proficiency), so retention programs have measurable ROI.

Critical Incident Stress Management (CISM) provides peer support, defusing, and debriefing after traumatic calls; it is distinct from employee assistance programs (EAP).

Progressive discipline uses documented steps (verbal, written, suspension, termination) and must be applied consistently to withstand grievance or appeal.

Shift bidding, seniority, and overtime allocation are governed by labor agreements (CBA) and must be applied uniformly to avoid unfair-labor-practice claims.

A PSAP's Continuity of Operations Plan (COOP) identifies alternate sites, backup power, and mutual-aid PSAPs for extended outages.

Public education messaging must teach that 9-1-1 is for emergencies and that non-emergency calls should go to the 10-digit non-emergency line or 3-1-1.

Teach children to know their address and callback number; the 'know your location' message is the single most repeated 9-1-1 education theme.

Text-to-9-1-1 education emphasizes 'call if you can, text if you can't' and warns that texting may not be available everywhere.

Accidental or 'pocket dial' calls should not be hung up without speaking; the call-taker must be told it was accidental to avoid a field response.

Community events (open houses, school visits, fairs) build trust and improve reporting; they are a primary channel for reaching underserved populations.

Public education should address access barriers: TTY/RTT users, non-English speakers, and people with disabilities; materials should be accessible and multilingual.

Social media is used for real-time public information during large incidents, but it is not a substitute for calling 9-1-1.

The NENA/APCO Emergency Number Professional (ENP) certification requires passing an exam and maintaining continuing education (typically 24 hours per 3-year cycle).

The NENA Center Manager Certification Program (CMCP) targets PSAP managers; the Emergency Medical Dispatcher (EMD) certification targets call processing.

Initial telecommunicator training typically includes call-taking, dispatch, EMD, TDD/TTY, and CAD; a common model is 6-12 months to full proficiency.

Continuing education (CE) hours are required to maintain certifications; CE categories include operations, technology, management, and instruction.

Adult learning principles (andragogy) favor scenario-based, hands-on practice over lecture; simulation and role-play are standard in PSAP academies.

Instructor certification (e.g., NENA/APCO instructor programs) prepares subject-matter experts to deliver standardized curricula.

Cross-training between call-taking and dispatch improves staffing flexibility and reduces single-point-of-failure risk.

Key PSAP performance metrics include call answer time, call-handling time, dispatch time, and time to first unit on scene.

NFPA 1221 and NENA guidance commonly reference answering 90% of 9-1-1 calls within 15 seconds (or 95% within 20 seconds in some standards).

Quality assurance (QA) reviews sample recorded calls against a standard scorecard; a common practice is a defined percentage of calls per telecommunicator per month.

CAD data quality depends on accurate MSAG validation, address point data, and current GIS layers; stale data causes misroutes and delayed response.

Continuous Quality Improvement (CQI) uses the Plan-Do-Study-Act (PDSA) cycle to test changes and measure results rather than relying on anecdote.

Data dashboards should track trend lines (call volume, answer time, abandonment) rather than single-day snapshots to avoid noise-driven decisions.

Call abandonment rate is calculated as abandoned calls divided by total calls offered, expressed as a percentage.

The National Incident Management System (NIMS) and Incident Command System (ICS) provide the common framework for multi-agency response; PSAPs operate within the ICS structure.

The National Emergency Communications Plan (NECP) sets national goals for emergency communications, including NG9-1-1 and interoperable voice/data.

SAFECOM is the federal program (DHS/CISA) that coordinates interoperable emergency communications and the Interoperability Continuum.

The Interoperability Continuum has five lanes: governance, standard operating procedures, technology, training and exercises, and usage.

Mutual aid and automatic aid agreements define how PSAPs back each other up during outages, overload, or evacuation.

FirstNet (the nationwide public safety broadband network) provides priority and preemption for public safety users; it is separate from the 9-1-1 voice network.

The Emergency Alert System (EAS) and Wireless Emergency Alerts (WEA) are public warning channels; PSAPs may request alerts through their state or local emergency management authority.