NENA ENP study plan

Diagram the end-to-end path of an emergency call from originating device to answering PSAP, labeling each network and CPE component

Differentiate legacy circuit-switched, VoIP, and NG9-1-1 architectures by listing the transport and routing elements unique to each

Define core acronyms (ANI, ALI, ESRP, ECRF, LVF, i3) in your own words without referencing notes

Explain how location data is determined and delivered differently in legacy versus NG9-1-1 environments

Compare call-handling procedures for wireless, VoIP, multiline, and telematics calls, noting the distinct data each presents

Sequence the steps of a standard call intake from answer through dispatch and disposition

Identify three failure points in a call path and describe the fallback behavior for each

Practice two scripted call scenarios aloud, timing your data-gathering and call-control steps

Apply a structured interrogation framework to at least four practice scenarios (medical, fire, crime-in-progress, hazardous materials)

Distinguish caller-management techniques for distressed, uncooperative, and third-party callers

Explain how protocol-based questioning supports responder safety and resource selection

Draft decision points where call transfer or secondary notification is appropriate

Map the major standards bodies and their roles in emergency number governance

Summarize the regulatory obligations that shape PSAP operations, funding, and liability

Outline a typical governance structure from authority having jurisdiction down to center-level policy

Identify how standards changes propagate into local standard operating procedures

Compare leadership styles and match each to a realistic PSAP staffing or morale scenario

Build a training-needs analysis outline for a new-hire telecommunicator

Draft a corrective-action conversation using a constructive feedback model

Identify retention risk factors and propose two mitigation strategies

Design a public-education campaign outline targeting a specific community risk

Select QA metrics that measure both call-taking accuracy and dispatch timeliness

Explain how QA sampling and feedback loops drive continuous improvement

Draft three measurable performance indicators with defined data sources

Describe how PSAPs integrate into incident command and multi-agency response

Identify interoperability challenges in mutual aid and cross-jurisdiction events

Outline continuity-of-operations considerations for a PSAP during a disruption

Reconcile interoperability requirements with the regulatory framework reviewed in week 4

Synthesize all eight domains into a weighted review schedule matching exam percentages

Complete a timed full-length practice set and score it by domain

Re-teach your three weakest domain concepts in writing without notes

Finalize a test-day strategy covering pacing and question triage