The Call - Summer 2014 - (Page 32)

F E AT U R E ABANDONED 9-1-1 CALLS: A LOCAL AND NATIONAL PROBLEM By Jim Lake, ENP Charleston County Consolidated 9-1-1 Center Director Recently a local Charleston County, South Carolina, news station ran stories about a 9-1-1 call that was not answered by the Charleston County Consolidated 9-1-1 Center. Although the center responded to all requests for information and interviews, the report failed to highlight abandoned 9-1-1 calls as a North American problem. This is not a new subject for 9-1-1 professionals and public safety officials. There have been numerous articles, studies, and conferences over the past 10 years that have looked specifically at this challenge to public safety. The Abandoned Call Problem The National Emergency Number Association (NENA) Master Glossary defines an "abandoned call" as a call placed to 9-1-1 in which the caller disconnects before the call can be answered by the public safety answering point (PSAP). A "PSAP" is defined by the NENA Master Glossary as an entity operating under common management, which receives 9-1-1 calls from a defined geographic area and processes those calls according to a specific operational policy. A PSAP is more commonly known as a 9-1-1 center. Having the appropriate number of staff to answer 9-1-1 calls is always a challenge to reducing abandoned calls. Many PSAPs do not have the appropriate number of staff either because of budget reasons or the lack of qualified staff to fill the vacant positions. But even PSAPs that are staffed appropriately face other factors that contribute to abandoned calls. Unlike staffing, which a PSAP governing body has control over, these other factors are beyond the control of the PSAP. Radio Resource Media Group published an article on a report developed by the 9-1-1 Industry Alliance (9IA) entitled "The Overloaded 9-1-1 System." 9IA Chairman Kevin Murray was interviewed for that 32 | THE CALL | SUMMER 2014

Table of Contents for the Digital Edition of The Call - Summer 2014

President’s Message
From the CEO
Government Affairs
Tech Trends
NENA 2014 Conference & Expo
William M. Mcmurray, Enp Scholarship
William E. Stanton Award
Abandoned 9-1-1 Calls: A Local and National Problem
Making Performance Appraisals Meaningful and Effective
Using a Telephone to Improve the Effectiveness of the Pre-Employment Selection Process
Wireless E9-1-1 Location: A Primer on Fixes, Uncertainty, And Confidence
Index of Advertisers/

The Call - Summer 2014