The Call - Winter 2016 - 23


Cooperation and Connection:
The Key to Successful Operations
One of the best parts of working in 9‑1‑1 is
the understanding that we are all part of
something much bigger than ourselves.
We are members of a team made up of
9‑1‑1 professionals; law enforcement;
firefighters; EMS responders; private‑sector
partners that design, install, and support
our systems; and the citizens we serve.
Christopher Blake Carver, ENP
NENA PSAP Operations Director

This team has been fairly constant for a
long time, so it is rather exciting when we
have a new member of the public safety
community. Over the past two years, it has
been our privilege to begin a partnership
with our newest team member, the United
States Department of Defense (DOD).
As 9‑1‑1 professionals are all too
aware, events sometimes occur that
force us to break down walls-physical
or virtual-that prevent communication,
collaboration, or understanding; even
with people who many have been our
neighbors all along.
This was the case with events
surrounding the 2015 terrorist attack in
Chattanooga, Tennessee, in which five U.S.
service members were killed in an attack
on two separate military locations in the
Chattanooga area. During the incident,
local police were in pursuit, fully aware of
his likely target and the danger he posed
to members of the military. One of these
installations was in a strip mall-with
no fence, gate, or guard-just a normal
recruiting station, not unlike those in many
American towns.
Unfortunately, the local PSAP was not
able to alert local members of the military
to the danger. Without a number to dial
or a person to notify, 9‑1‑1 personnel were
helpless in providing a warning to the
people that needed it. This tragic event

prompted questions, conversations, and a
serious effort to ensure that PSAPs are able
to communicate vital information to those
in need, much in the same way we already
provide notifications for airborne aircraft,
railroad incidents, and pipeline events.
Discussions between the National 9‑1‑1
Program and personnel from the Pentagon
prompted consideration on how to
address this important issue. Subsequently,
NENA was invited to participate, and we
have offered our insight and expertise
as potential solutions to the problem
have been discussed, identified, and
implemented on a trial basis.
The importance of these conversations,
and of our efforts, cannot be understated.
In countless communities across the U.S.,
military persons live and work alongside
local businesses. In this day and age, where
so many members of our military are citizen
soldiers and not isolated to full‑scale military
installations, it is of extreme importance
that we develop tools to facilitate awareness
and communication.
These solutions will likely take multiple
forms, including emergency notification
capabilities and other tools that will be
utilized by the DOD for the protection of
their personnel. However, America's nearly
6,000 PSAPs also will have a role to play
as critical "sensors" for threats that may
impact military personnel or facilities.
Upon the determination that certain events
have occurred or are occurring, PSAPs
will be requested to notify an operations
center and provide information based on
a pre‑determined script. Early trials of this
process are ongoing, and in the next year
we will be soliciting more PSAPs to join
the effort.
Continued on page 25

Read the digital edition at‑nxt/


Table of Contents for the Digital Edition of The Call - Winter 2016

President’s Message
From the CEO
Failing to Plan is Planning to Fail: The Gatlinburg Fires
Government Affairs
10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
Tech Trends
NENA Helps Bring Disability Awareness Training to the Forefront
Educational and Operational Issues
Public Safety Product and Service Buyer’s Guide
Index to Advertisers/
The Call - Winter 2016 - cover1
The Call - Winter 2016 - cover2
The Call - Winter 2016 - 3
The Call - Winter 2016 - 4
The Call - Winter 2016 - 5
The Call - Winter 2016 - 6
The Call - Winter 2016 - 7
The Call - Winter 2016 - President’s Message
The Call - Winter 2016 - From the CEO
The Call - Winter 2016 - Failing to Plan is Planning to Fail: The Gatlinburg Fires
The Call - Winter 2016 - 11
The Call - Winter 2016 - 12
The Call - Winter 2016 - Government Affairs
The Call - Winter 2016 - 10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
The Call - Winter 2016 - 15
The Call - Winter 2016 - 16
The Call - Winter 2016 - 17
The Call - Winter 2016 - 18
The Call - Winter 2016 - Tech Trends
The Call - Winter 2016 - NENA Helps Bring Disability Awareness Training to the Forefront
The Call - Winter 2016 - 21
The Call - Winter 2016 - 22
The Call - Winter 2016 - Operations
The Call - Winter 2016 - Educational and Operational Issues
The Call - Winter 2016 - 25
The Call - Winter 2016 - Public Safety Product and Service Buyer’s Guide
The Call - Winter 2016 - 27
The Call - Winter 2016 - 28
The Call - Winter 2016 - 29
The Call - Winter 2016 - 30
The Call - Winter 2016 - 31
The Call - Winter 2016 - 32
The Call - Winter 2016 - 33
The Call - Winter 2016 - Index to Advertisers/
The Call - Winter 2016 - cover3
The Call - Winter 2016 - cover4