CDE #36490
What Text-to-9-1-1 Means
for Telecommunicators
By Craig Scholl, RPL
he emergency telecommunications industry has come a long
way since 1968 when AT&T first
made the digits 9-1-1 available for use
as an emergency number. In 1999,
Congress designated 9-1-1 as the universal telephone number for reporting
emergencies and requesting assistance.
Since then, 9-1-1 systems have evolved
substantially from the basic analog system to the new frontier we are faced
with today, known as Next Generation
9-1-1 (NG9-1-1).
Simply put, NG9-1-1 is an Internet
Protocol (IP)-based system that allows
digital information to flow from citizens
to PSAPs and on to first responders.
For quite some time we, as dispatchers, have heard the terms text-to-9-1-1,
Voice over IP (VoIP) and NG9-1-1, but
the stories we have heard often left us
apprehensive of what the future may
hold and how it will affect our careers.
Will it make our jobs easier or more
difficult?
r of
tive directo
ker, execu 1-1 Board.
c
Tu
d
vi
a
D
9Enhanced
Vermont’s
The reality is that we don’t have anything to fear. I must admit that over the
years I too have been concerned with
what will happen when NG9-1-1 comes
to my PSAP: What will I do? What does
my PSAP need in order to be prepared?
56 PUBLIC SAFETY COMMUNICATIONS
∥
◀ ▶ august
2014
∥
◀ ▶ www.apcointl.org
The first step for me in answering those
questions was to get a grasp on what
is happening at the national and state
level. What areas already have textto-9-1-1 in place? How is it affecting
them? How much of an increase in call
volume have they experienced? Do staff
members need to learn all the newfangled acronyms the kids use today when
texting? Will we still get some sort of
location on these calls? The truth is, the
more I learn, the less anxious I become.
Current Deployments
AT&T, Sprint, T-Mobile and Verizon
agreed to make text-to-9-1-1 available
by May 15, 2014. The technology to
implement text-to-9-1-1 is available
and several areas (state and local) are
already online with the new service. The
transition, however, is more than just
buying new computers; it is an orchestrated event involving many people and
resources.
During the 2013 APCO International
annual conference in Anaheim, Calif.,
I attended an emerging technology
track called “Text Messaging to 9-1-1:
The Deployment Journey, or How to
Get from Here to There.” While a fair
amount of the presentation dealt with
the process and road to NG-9-1-1 for
PSAP managers, it also provided some
great information on what telecommunicators can expect.
Most of the PSAPs that are already
receiving text-to-9-1-1 are not seeing
a large volume of texts. For example, the Black Hawk Consolidated
∥
www.apcointl.org ◀ ▶ august
2014
∥
◀ ▶
Communications Center in Waterloo,
Iowa, did not hesitate to implement
the new life-saving technology.¹ In
June 2009, Black Hawk became the
first PSAP in the nation to successfully implement three-digit, 9-1-1 text
messaging capability. The Black Hawk
comm center serves 28 different police,
fire and EMS agencies responsible for
the safety of 131,000 residents throughout Black Hawk County’s 2,000 square
miles.
“If there is any advice I can give other
PSAP directors from my experience
with implementing 9-1-1 text messaging, it would be that calltakers and dispatchers can handle text and that they
should accept, embrace and make it
work for their center and citizens,” says
Black Hawk director Judy Flores.
PSAPs should expect the volume
to change over time as text-to-9-1-1
becomes more popular, but for the
interim, agencies are not getting flooded
with texts. “The implementation of text
in our PSAP has not overwhelmed 9-1-1
operators and continues to be an effective part of our workflow,” Flores says.
This sentiment is echoed by David
Tucker, executive director of Vermont
Enhanced 9-1-1 in Montpelier, Vt.² “We
don’t see the use of text-to-9-1-1 replacing voice calls; rather it is a niche service
with a specific use,” he says.
Training Opportunities
Awareness and training are key to
ensuring your agency is adequately prepared for the operational impacts of
PUBLIC SAFETY COMMUNICATIONS 57
CDE #36490: Text-to-9-1-1
new forms of multimedia (e.g., texting,
video, etc.) and potential change in the
traditional calltaking role.
One area of necessary training and
protocol development is how to handle
abandoned texts when the 9-1-1 telecommunicator cannot get a reply via
text. Should you attempt to place a
voice call if the number is available?
Keep in mind that the text could have
come from someone in a dangerous
situation in which making a voice call
is not safe. Another potentially difficult
scenario is handling suicidal callers via
text message. With special training, the
calltaker could conference in a suicide
hotline or a counselor while text messaging the caller.
Emergency medical calls that require
pre-arrival instructions from the telecommunicator can, and will, be time
consuming by texting back and forth.
Agencies should consider whether these
calls can be transferred over to a voice
conversation. Keep in mind that the
caller may be using text because they
are hard of hearing or deaf.
A New Language
The arrival of text-to-9-1-1 brings several new acronyms and terms for telecommunicators to be familiar with:
ESInet is a managed IP network used
for emergency services communications
that can be shared by all public safety
agencies. It provides the IP transport
infrastructure upon which independent application platforms and core
functional processes can be deployed,
including, but not restricted to, those
necessary for providing NG9-1-1 services. They may be interconnected at
local, regional, state, federal, national
and international levels to form an IPbased inter-network (referred to as a
“network of networks”).
Short Message Service (SMS) is a
service component of phone, Web or
mobile communications systems. It uses
standardized communications protocols
to allow fixed line or mobile phone
devices to exchange short text messages.
Communications protocol is a system
of digital rules for data exchange within
or between computers. In computer science, when data is exchanged through a
computer network, the rules system is
called a network protocol.
Internet Protocol (IP) specifies the
format of packets, also called datagrams,
and the addressing scheme. Most networks combine IP with a higher-level
protocol called Transmission Control
Protocol (TCP), which establishes a virtual connection between a destination
and a source.
Emergency Services Routing Proxy
(ESRP) is a functional element that utilizes a Session Initiation Protocol (SIP)
proxy server that routes messages within
the ESInet based on location and policy.
There is an ESRP on the edge of the
ESInet, and there is usually an ESRP
at the entrance to an NG9-1-1 PSAP.
There may be one or more intermediate
ESRPs between them.
Text Control Center (TCC) is the
interface between carrier-originated
wireless 9-1-1 text users and the PSAP
environment. Nationally, the wireless
carriers and their vendors are establishing a small network of TCCs. The TCCs
use some of the functions of core textto-9-1-1 system design, with specialized
functionality to fit SMS text needs.
When TCCs from different vendors are
able to interoperate with each other,
PSAPs can connect to multiple carriers
through a single TCC.
Emergency Call Routing Function
(ECRF) is another functional element
in an ESInet. The ECRF is a server
where location information (either civic
address or geo-coordinates) and a service Uniform Resource Name (URN)
serve as input to a mapping function
that returns a Uniform Resource Identifier (URI) used to route an emergency call toward the appropriate PSAP
for the caller’s location or toward a
responder agency.
The networks that handle text or
58 PUBLIC SAFETY COMMUNICATIONS
∥
◀ ▶ august
2014
∥
Pros & Cons
There are three different ways to receive textto-9-1-1 in your PSAP. Each solution is listed
below with the benefits and any concerns that
may be of consideration.
i3 Solution
• Follows specifications put forth by the
National Emergency Number Association
(NENA)
• User interface is similar to TTY
• Simple PSAP training; low transition effort
• Integrated workflow with voice calls
Web Browser Solution
• No standards defining
intra-carrier interoperability
• May require a different screen
for each carrier
• Transitional approach
• Allows rapid implementation
• Low initial cost
• Public Internet connectivity possible
• Separate systems for voice and text
• Separate reports for voice and text
• New screen for text calls
SMS Delivery Over TTY
• Technology developed in early 1960s
• Does not require any technical
change at PSAP
• Competes with voice traffic
• Limited character sets
• Very slow
• SMS users do not understand TTY issues
• Requires PSAP training
• Error handling issues
multimedia can be quite confusing,
and fortunately for many of us in the
comm center, we don’t need to know
details of how it all functions. It is
important, however, to have a general
understanding of how NG9-1-1 works,
especially as an end user. Telecommunicators should be keen to recognize
when something just isn’t working right.
Similar to how we gauge computer
performance by monitoring network lag
or application responsiveness, NG9-1-1
users will learn similar symptoms that
can lead to something more serious if
not addressed.
Lingering Questions
One potential drawback to text-to-9-1-1
is the possibility for telecommunicators to be exposed to pictures of vio-
◀ ▶ www.apcointl.org
lent crimes or gruesome accidents. This
could generate a need for additional
post-traumatic stress training and counseling. As an example, PSAPs currently
see an influx of 9-1-1 calls for motor
vehicle accidents and can typically handle them according to training. But what
if people are sending pictures and/or
video? What about violent crimes and
the potentially graphic pictures that
could be sent to the 9-1-1 calltaker?
Another factor for PSAPs to plan for
is how to handle text messages that get
sent in a foreign language. Industry vendors are starting to offer technological
solutions to this issue; additional coverage is scheduled for upcoming issues of
Public Safety Communications.
Depending on your text-to-9-1-1
configuration, your agency may have
a standalone terminal separate from
your computer-aided dispatch (CAD)
screens that receive the text. This does
not allow for one-source one-record
document management.
Another concern that is often discussed is the use of acronyms by people
who text. Calltakers who are already
receiving text-to-9-1-1 say they are not
seeing heavy usage of acronyms. What
is being reported is that people use text
in much the same way as we already
see when handling a TDD/TTY call.
This finding has been voiced by several
professionals in our field, and thankfully
so. While it is still a good idea to have an
understanding of some of the acronyms
used, by and large it is plain language
coming through from the callers.
FEBRUARY 23-26
OR L A N DO, F L OR IDA
Visit www.natehome.com to
select your booth space today!
has something for everyone to assist
in meeting your business objectives.
NATE UNITE 2015
Sponsor & Exhibitor
Prospectus
Available NOW on
the NATE website!
Conclusion
The most important factor for successfully implementing NG9-1-1 is to always
remember the basics of the calltaking
process. We have all these computers,
CAD systems, digital maps and so on,
but what it all boils down to is the basics
of getting the information and sending
the help. It does not matter how we
receive the message, be it by voice, text,
radio, picture or social media, we still
need to obtain the five basic Ws:
Where: is the exact location of the
emergency? Where is help needed?
What: is the nature of the emergency?
When: did the event occur? Is it still
OR
SPO
NSO
R &
EXH
IB
ITO
Demonstrate your
commitment to NATE by
becoming a Sponsor today!
F EB
LA
RU
N D ARY 2 3
-2
O,
FL 6
OR
I
R P
RO
SP
ECT
DA
US
www.natehome.com
NatAsso_PSC_1408 1
∥
www.apcointl.org ◀ ▶ august
2014
∥
◀ ▶
6/5/14 5:11 PM
PUBLIC SAFETY COMMUNICATIONS 59
Save
More
Lives
• CDE Exam
#36490:
Embracing the Next Generation
CDE #36490: Text-to-9-1-1
in progress? When did it start? If not,
how long ago did it occur?
Who: is the caller and/or suspect? Get
the caller’s name and call-back number
in case further information is necessary.
Weapons: are there any? What type
and who has them?
With more than 3.5 billion text messages sent per day between users across
the country, people communicate much
differently than they did as little as five
years ago. Although texting to 9-1-1
will not replace emergency voice call
operations as the primary means of communication, public safety must be able
to support emergency text messaging.
I encourage all of you to embrace the
challenge, and don’t be afraid. ∥PSC∥
CRAIG SCHOLL, RPL, is a senior emergency communicator at Clinton County (N.Y.) Emergency
Services.
REFERENCES
Emergency Medical Dispatch Manager
37944
Online
Starts Aug. 13
$249
• CLASS SCHEDULE
APCO Institute | 351 N. Williamson Blvd.
Fire Service Communications 2nd Ed.
37960
Online
Starts Aug. 20
$389
Fire Service Communications 2nd Ed., Update
38143
Online
Starts Aug. 06
38144
Online
Starts Aug. 06
(2013—$0; certain restrictions apply)
38626
Talladega, Ala.
Aug. 28
$30
Fire Service Communications 2nd Ed., Instructor
38092
Online
Starts Aug. 27
$509
Fire Service Communications 2nd Ed., Instructor Update
38145
Online
Starts Aug. 06
38146
Online
Starts Aug. 06
(2013—$0; certain restrictions apply)
$95
Daytona Beach, FL 32114-1112 | 888-272-6911 | 386-322-2500
Fax: 386-322-9766 | [email protected] | www.apcoinstitute.org
Active Shooter Incidents for Public Safety Communications
37879
Online
Starts Aug. 06
37296
New Orleans
Aug. 07
38154
Coffeyville, Kans.
Sep. 16
37485
Petersburg, Va.
Sep. 19
$199
Communications Center Supervisor, 4th Ed.
37292
New Orleans
Aug. 01
37892
Online
Starts Aug. 20
37742
Columbia City, Ind.
Aug. 25
$389
$329
Aug. 02
Crisis Negotiations for Telecommunicators
37948
Online
Starts Aug. 13
38151
Coffeyville, Kans.
Sep. 19
$199
Customer Service in Today’s Public Safety Communications Center $199
37913
Online
Starts Aug. 06
38623
Talladega, Ala.
Aug. 28
38597
Garden City, Ga.
Sep. 18
36707
Plainfield, Ind.
Sep. 23
36708
Plainfield, Ind.
Sep. 25
Disaster Operations & the Communication Center
$199
38152
Coffeyville, Kans.
Sep. 18
Emergency Medical Dispatch 5.2
37724
Online
38665
Online
38651
Holden, Mass.
Public Safety Communications Staffing & Employee Retention
37940
Online
Starts Aug. 06
$249
Public Safety Telecommunicator 1, 6th Ed.
38044
Online
Starts Aug. 06
38045
Online
Starts Aug. 13
38046
Online
Starts Aug. 20
$329
Public Safety Telecommunicator 1, 6th Ed., Canada
38049
Online
Starts Aug. 20
$329
Public Safety Telecommunicator 1, 6th Ed. Instructor
38022
Online
Starts Aug. 27
$459
Stress in Emergency Communications
38153
Coffeyville, Kans.
Sep. 17
$199
$379
Starts Aug. 13
Starts Aug. 13
Aug. 25
• APCO Institute Presents Web Seminars
Emergency Medical Dispatch 5.2, Instructor
37953
Online
Starts Aug. 27
60 PUBLIC SAFETY COMMUNICATIONS
$459
∥
◀ ▶ august
For a complete list of convenient, affordable seminars on topics vital to your agency,
visit www.apcointl.com/institute/webinars.htm. Current APCO members receive a $20
discount. Dates, locations and prices are subject to change.Students who enroll in Institute Online classes will be assessed a $50 Distance Learning fee. Tuition is in U.S. funds.
2014
∥
◀ ▶ www.apcointl.org
7. How does an ESRP determine where to route messages?
a. Wireless provider
b.Datagrams
c. Text control centers
d. Location and policy
2. Which major wireless carrier currently offers text-to-9-1-1?
a.AT&T
b.Verizon
c.Sprint
d. All of the above
3. Which PSAP was the first in the nation to accept text-to-9-1-1?
a. Black Hawk County, Iowa
b. Broward County, Fla.
c. Westchester County, N.Y.
d. Franklin County, Mo.
8. What is an area where PSAPs should consider providing additional
training for telecommunicators in the transition to text-to-9-1-1?
a. Stress and trauma
b. Foreign language skills
c. Learning popular texting acronyms
d. Multitasking many 9-1-1 messages at once
4. PSAPs receiving text-to-9-1-1 have reported difficulty
handling the overwhelming volume of text messages.
a. True
b. False
9. The convenience of text messaging means telecommunicators
need to re-think basic calltaking protocols.
a. True
b. False
5. What is a reason someone may text 9-1-1
that telecommunicators should consider?
a. Not enough minutes left on their monthly cellular plan
b. Text messages are easier for the PSAP to manage
c.The person is in a situation where speaking
could put them in danger
d. They’re driving and can’t talk
10. What is one of the drawbacks of SMS delivery over TTY?
a. Requires public Internet connectivity
b. No carrier interoperability
c. The system is very slow
d. The SMS interface is very different from TTY
Communications Training Officer 5th Ed.
$389
37293
New Orleans
Aug. 01
Illuminations
37993
Online
Starts Aug. 20
36719
Online
Starts Aug. 01
38594
Talladega, Ala.
Aug. 25
Using the CDE Articles
for Credit
Illuminations—EMD
Track
Communications Training Officer 5th Ed., Instructor
$459
37864
Online
Starts Aug. 01
1. Study the CDE article in this issue.
38023
Online
Starts Aug. 27
Comprehensive Quality
37295
New Orleans
6. What is an ESInet?
a. A protocol for data exchange
b. An IP network dedicated for emergency communications
c. An alternative to NG9-1-1
d. A method for inputting URNs
1. What year did Congress designate 9-1-1 as the universal emergency
number?
a.1969
b.1979
c.1989
d.1999
1. Intrado. (2011) 9-1-1 text messaging helps
save lives in Black Hawk County. Retrieved on
June 26, 2014, from www.intrado.com/sites/
default/files/documents/Black%20Hawk%20
County%20Case%20Study.pdf.
2. State of Vermont Enhanced 9-1-1 Baord.
(Nov. 13, 2013). Notice of Ex Parte Presentation–Facilitating the deployment of textto-9-1-1 and other Next Generation Applications, PS Docket no 11-153.
Ordering Information: If you are APCO certified and will be using
the CDE tests for recer­tification, complete this section and return the form when you send
in your request for recertifi­cation. Do not send in the tests every month. There is no cost for
APCO-certified personnel to use the CDE article program.
2. A
nswer the test questions online or
using this form. Photocopies are acceptable, but don’t enlarge them.
APCO Instructor Certificate #
3. F ill out the appropriate information
section(s), and submit the form to:
APCO EMD Basic Certificate #
APCO Institute
351 N. Williamson Blvd.
Daytona Beach, FL 32114
Questions? Call us at 888/APCO-9-1-1.
You can now access the CDE Exam
online! Go to http://apco.remote-learner.
net/login/index.php to create your
username and password. Enter “article”
in the search box. Click on “2014 Public
Safety Communications Magazine Article
Exams,” then click on “Embracing the
Next Generation (36490)” to begin the
test. Once the test is completed with a
passing grade, a certificate is available
by request for $15.
Expiration Date:
Expiration Date:
If you are not APCO certified and would like to use the CDE tests for other certifications, fill out
this section and send in the completed form with payment of $15 for each test. You will receive
an APCO certificate in the mail to verify test completion. (APCO instructors and EMD students
please use section above also.)
Name:
Title: Organization:
Fax:
Address:
Phone:
E-mail:
I am certified by: ❑ MPC ❑ PowerPhone ❑ Other
If other, specify:
❑ My check is enclosed, payable to APCO Institute for $15. ❑ Use the attached purchase order for payment.
∥
www.apcointl.org ◀ ▶ august
2014
∥
◀ ▶
PUBLIC SAFETY COMMUNICATIONS 61