I.9-1-1 & Operations

Provision of 9-1-1 is required by Section 56-484.16 of the Code of Virginia. In their area of responsibility PSAPs must be able to receive and process 9-1-1 calls from:

  • wireline 9-1-1
  • wireless 9-1-1
  • voice over IP 9-1-1
  • text-to-911
  • MLTS/PBX
  • TDD/Video Relay Services.

A.Governance and Organization

B.General Call Taking and Dispatch

1.9-1-1 Call Processing

a)Abandon calls
b)Answering the call
c)Alarm Companies
d)TDD
e)“Well Being” Checks

2.Non-Traditional Access Methods (Rapid SOS)

3.Fire Incident Dispatch

4.Law Enforcement Dispatch

5.Emergency Medical Dispatch

6.Language Line Services

7.Telematics/ACN

8.QA/QC Programs

a)Establish the program
b)Performing QA/QC

9.Public Education

II.Professional Development

A.Recruitment and Hiring

1.Recruitment Practices

a)Advertising
b)Job Fairs
c)Pre-employment testing

2.Selection Process

a)Background Investigation
b)Drug Screening
c)Interviews

3.Retention

a)Career Development

B.DCJS Training

C.Additional Training

1.Wireless 9-1-1

a)Text-to-911

b)Location Accuracy

c)Call Trace

2.Emergency Medical Dispatch (EMD)

3.Basic Telecommunicator Training

4.Critical Incident Stress Management (CISM)

5.Continuing Education

III.Technical Systems

A.NENA I3 Standard

B.Call Handling Equipment

1.Procurement/Selecting the best CHE system

a)State Contracts

b)Cooperative Procurements

2.Multi-Jurisdictional (Hosted/Shared) CHE

C.Mapping Dispatch System

1.Procurement/Selecting the best mapping display system

a)Cooperative Procurements

2.Maintain data in a mapping display system

D.Computer Aided Dispatch (CAD)

1.Procurement/Selecting the best CAD system

2.CAD System Management

3.Multi-Jurisdictional (Hosted/Shared) CAD

4.CAD Interfaces

a)Station Alerting

b)Mobile Data

c)Automatic Vehicle Location (AVL)

d)Alarm Company (ASAP Standard)

5.Field Resource Management

E.Voice Logging Recording

1.Procurement

2.Logging Recorder Set-up

a)What to record

b)Retention of tapes

F.Radio Systems

1.Land Mobile Radio (LMR)

2.Mobile Data

3.Handheld

G.Citizen Notification Systems

1.Outcall Notification Systems

2.Social Media

H.Clock Synchronization

I.Security

1.Physical Security

2.Cyber-Security

IV.Data Development, Maintenance & Support

A.Technical System Support

1.Support Staff

B.Geographic Information

1.Data Development

a)PSAP Boundaries

2.Data Standards

3.Data Workflows

4.QA/QC

a)MSAG/ALI Analysis

5.Transfer of GIS data to the PSAP

C.Call Routing and Delivery

1.Testing and Validation

2.MSAG/ALI Maintenance

V.Analysis & Planning

A.Call Accounting

1.Standard Reports

B.Data Analytics

C.Planning

1.Strategic Planning

2.Budget Planning

a)Adequate Funding

b)Grant Funding

3.Staffing Planning

4.Equipment Planning

5.NG9-1-1 Transition Planning

6.Disaster Recovery and Contingency Planning (CoOP)

a)Back-up Center