Last month’s article focused on Next Generation 9-1-1 (NG9-1-1) technology implementations and some of the key technical considerations that must be taken into account. As PSAPs and 9-1-1 authorities draft technical requirements for implementing next generation networks, they must also assess how these changes will affect existing systems their personnel interact with.

Technical changes, even if minor, may require modifications to operational procedures, staffing levels and training. Implementation of NG9-1-1 systems will require managers to reevaluate many of their operational and technical processes to ensure the transition is as seamless as possible. The answers to the following questions may assist in identifying how significantly internal processes will be affected.

What changes will be immediately noticeable to PSAP operations staff? Technology changes often have an impact on many critical systems; however, not all of those effects are noticeable at the telecommunicator level. 9-1-1 authorities, in conjunction with their project managers, must ascertain what system changes will immediately affect the way calltakers, dispatchers and supervisors perform their duties. They also need to assess how the system changes will affect their ancillary staff, such as CAD administrators, GIS staff or technical support personnel. Because NG9-1-1 systems can be significantly complex, outside expertise may be necessary to help evaluate how each operations area may be affected. After a comprehensive evaluation has been completed, managers can address and prioritize training requirements, policy changes and staffing needs.

NG9-1-1 will provide comm centers with the ability to receive many forms of additional data and multimedia. It will also increase the potential for interoperability between other emergency services agencies and remote PSAPs. The long-term advantages of these advances in technology are tremendous, but most changes come with a price.

Avoiding information overload at the telecommunicator level will be especially challenging. It’s not always technically feasible to bring new systems online in stages, but consideration should be given to gradually introducing feature functionality whenever possible. Agencies will need time to assess the degree to which new features are affecting the quality of call handling and dispatch. Administrators must continually reevaluate operational policies during transition to ensure that their initial impact assessments were accurate.

What level of expertise will be required to manage the new systems after implementation? Many PSAPs don’t have dedicated (in-house) technical support staff. It’s not uncommon for telecommunicators, supervisors and managers to assume additional duties for monitoring and maintaining the “health” of such technical systems as CAD, GIS, computer telephony and recording. Some agencies rely on their municipality’s information technology division for system support; others assign this responsibility to outside contractors. Regardless of the process in place today, careful consideration must be given to how system support will be provided post implementation.

NG9-1-1 systems will require network administration expertise that may not be currently available at each agency. Project managers need to assess the capability of each jurisdiction to maintain critical systems and networks and ensure the appropriate expertise will be available. It will be especially important for PSAP managers to assess the level of training that has been provided to telecommunicators who have assumed technical support duties because of their aptitude or willingness to excel. The complexity of IP-based systems will challenge this ongoing practice, and plans should be made to ensure that the appropriate level of formal system training is provided to any individual who will be responsible for a critical system or database.

Transitioning to new technology can be overwhelming, even under the best of circumstances, and the need to employ a solid project management strategy early on cannot be overstated.

About the Author
Kathy McMahon is technical service manager for APCO International. Contact her via e-mail at [email protected].