NENA ENP flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

ANI

Automatic Number Identification: the telephone number of the calling party, delivered to the PSAP and displayed on the call-taker's screen.

ALI

Automatic Location Identification: the database record associated with the calling number that returns the subscriber's name and civic address to the PSAP.

ESInet

Emergency Services IP Network: the managed IP backbone that carries NG9-1-1 calls, location data, and multimedia between originating networks and PSAPs.

ECRF

Emergency Call Routing Function: an NG9-1-1 element that uses location to determine which PSAP or emergency service should receive the call.

MSAG

Master Street Address Guide: a database of validated street names and address ranges used to route E9-1-1 calls and verify civic addresses.

PIDF-LO

Presence Information Data Format Location Object: the standard i3 payload that carries civic and geodetic location information in NG9-1-1.

Phase II wireless location

FCC requirement that wireless carriers deliver latitude/longitude with accuracy of 50 meters for 67% or 150 meters for 90% of calls.

Location verification

The call-taker's verbal confirmation of the caller's address against the ANI/ALI display before dispatch, because ALI data can be stale or inaccurate.

Call classification

Sorting each incoming call as emergency, non-emergency, or administrative to determine whether to dispatch, transfer, or refer the caller.

Abandoned 9-1-1 call

A call disconnected before the call-taker obtains information; policy typically requires callback and, if unanswered, a field response.

EMD

Emergency Medical Dispatch: a protocol-based system that provides scripted triage and pre-arrival instructions such as CPR or choking relief under medical direction.

TDD/TTY detection

The call-taker recognizes hearing tones or Baudot signals from a TTY and presses the TDD key, usually the space bar, to establish a text link.

Silent call

A 9-1-1 call with no audible caller; it is treated as a potential emergency requiring location verification and possible field response.

Kari's Law

FCC rule requiring multi-line telephone systems to allow direct dialing of 9-1-1 without an access code such as 9.

RAY BAUM'S Act

Federal law requiring MLTS to provide a dispatchable location to the PSAP with each 9-1-1 call, including building and room information.

NENA i3 standard

NENA-STA-010, the architecture standard defining NG9-1-1 functional elements, interfaces, and location-based routing for IP-based emergency calling.

9-1-1 fee diversion

The prohibited use of 9-1-1 surcharge funds for purposes unrelated to 9-1-1 service, barred by federal law and state statutes.

ANSI approval

The process by which a NENA document becomes an American National Standard, adding consensus-based national recognition to the guidance.

Erlang C

A queuing formula used to estimate the number of call-takers needed to keep caller wait times within a target at a given call volume.

CISM

Critical Incident Stress Management: peer support, defusing, and debriefing programs that help telecommunicators recover after traumatic incidents.

Span of control

The number of subordinates reporting to one supervisor; in PSAPs it typically ranges from about six to ten telecommunicators.

Progressive discipline

A documented sequence of escalating corrective actions, applied consistently, that supports termination decisions and survives grievance or appeal.

COOP

Continuity of Operations Plan: the PSAP's documented strategy for alternate sites, backup power, and mutual aid during extended outages.

Pocket dial education

Public messaging telling callers not to hang up on accidental 9-1-1 calls but to stay on the line and report the error.

Call if you can, text if you can't

The core text-to-9-1-1 message, paired with warnings that texting may not be available everywhere and location may be less precise.

Know your location

The central public education theme teaching callers to provide an accurate address, landmark, or mile marker so responders can find them.

ENP certification

NENA's Emergency Number Professional credential, earned by exam and maintained through continuing education hours over a multi-year cycle.

CMCP

NENA's Center Manager Certification Program, designed to prepare current and aspiring PSAP managers for operational and administrative leadership.

Andragogy

Adult learning theory emphasizing experience, relevance, and problem-solving; it supports scenario-based simulation over lecture in PSAP academies.

Call answer time

The interval between the call arriving at the PSAP and a telecommunicator answering; a common benchmark is 90% within 15 seconds.

Abandonment rate

The percentage of offered 9-1-1 calls disconnected before being answered, calculated as abandoned calls divided by total calls offered.

PDSA cycle

Plan-Do-Study-Act: a continuous improvement method for testing a change on a small scale, measuring results, and then adopting or adjusting it.