Best Practices

Best Practices and Informational Resources for 911 Service

Only documents that relate to PSAP operations and may be of use to PSAP managers are listed here. These documents are provided as a courtesy to the 911 professionals of the state of Colorado. They are not requirements nor are they endorsed by the Colorado Public Utilities Commission.

Accessibility

• APCO/NENA ANS 3.105.1-2015 - Minimum Training Standards for TDD/TTY Use in the Public Safety Communications Center
• NENA-STA-035.2-2018 - Managers Guide to the ADA Title II: Direct Access
• NENA 52-501 - TTY Phone Pals Program Operational Information Document
• NENA-INF-013.2-2015 - Video Relay Service & IP Relay Service PSAP Interaction Information Document
• NENA-STA-037.2-201X - TTY/TDD Communications Standard Operating Procedure Model Recommendation
• APCO ANS 1.108.1-2018 - Minimum Operational Standards for the use of TTY/TDD or similar device in the Public Safety Communications Center

Contingency Planning

• NENA-INF-017.3-2018 - PSAP Disaster & Contingency Plans Model Recommendation
• NENA-STA-009.2-2015 - Mutual Aid Standard/Model Recommendation
• NENA-INF-019.2-2016 - Hazard and Vulnerability Analysis Information Document
• NENA-INF-020.2-2017 - PSAP Survivability Information Document
• NENA-INF-026.2-2018 - Drills and Exercises Information Document
• NENA-INF-012.2-2015 - Inter-Agency Agreements Model Recommendations Information Document
• APCO/NENA ANS 1.102.2-2010 - APCO-NENA Service Capability Criteria Rating Scale Information Document
• APCO/NENA ANS 1.105.2-2015 - Standard for Telecommunicator Emergency Response Taskforce (TERT) Deployment

Human Resources

• NENA-STA-007.3.2020 - Hearing Standards for Public Safety Telecommunicators
• NENA-INF-037.1-2019 - NENA PSAP Task Overload Management Information Document
• NENA-INF-025.2-2017 - Virtual PSAP Management Information Document
• NENA-INF-010.2-2018 - NENA Succession Planning Information Document
• NENA-REF-004.3-2017 - NENA Resource List for Human Resources Information
• NENA-STA.002.1-2013 - 9-1-1 Acute/Traumatic and Chronic Stress Management Standard
• APCO ANS 1.115.1-2018 - APCO Core Competencies, Operational Factors, and Training for Next Generation Technologies in Public Safety Communications
• APCO ANS 3.108.2-2018 - Core Competencies and Minimum Training Standards for Public Safety Communications Instructor
• APCO ANS 3.106.2-2017 - Core Competencies and Minimum Training Standards for Public Safety Communications Quality Assurance Evaluators (QAE)
• APCO ANS 3.109.1.2014 - Core Competencies and Minimum Training Standards for Public Safety Communications Manager/Director
• APCO ANS 3.102.2-2017 - Core Competencies and Minimum Training Standards for Public Safety Communications Supervisor
• APCO ANS 3.107.1.2015 - Core Competencies and Minimum Training Requirements for Public Safety Communications Technician
• APCO ANS 3.104.2-2017 - Core Competencies and Minimum Training Standards for Public Safety Communications Training Coordinator
• APCO ANS 3.101.3-2017 - Core Competencies and Minimum Training Standards for Public Safety Communications Training Officer (CTO)

Interoperability

• APCO ANS 1.111.2-2018 - Public Safety Communications Common Disposition Codes for Data Exchange
• APCO ANS 1.116.1-2015 - Public Safety Communications Common Status Codes for Data Exchange
• APCO/NPSTC 1.104.2-2017 - Standard Channel Nomenclature for the Public Safety Interoperability Channels
• APCO 2.103.2-2019 - Public Safety Communications Common Incident Types for Data Exchange

Operations

• NENA 54-001 - Communications Center/PSAP Daily Personnel Operations Model Recommendation
• NENA-REF-001-2003 - PSAP Staffing Guidelines Report & Staffing Worksheet
• NENA-STA.001.1-2013 - Suicide Prevention Standard
• NENA 56-001 - Guidelines For Minimum Response To Wireless 9-1-1 Calls
• NENA-STA-038.3.1-2018 - NENA Standard For NORAD/FAA Notification: Airborne Events
• NENA 56-005 - Call Answering Standard/Model Recommendation
• NENA 56-006 - Emergency Call Processing Protocol Standard
• NENA 56-007 - Pipeline Emergency Operations Standard/Model Recommendation
• NENA 56-501 - Silent or Hang-Up 9-1-1 Calls for Service Information Document
• APCO ANS 1.101.3-2015 - Standard for Public Safety Telecommunicators When Responding to Calls of Missing, Abducted and Sexually Exploited Children
• NENA-STA-013.2-2016 - PSAP & Railroad Interaction Standard
• NENA-INF-022.2-2017 - Protocol for Handling Calls Regarding Human Trafficking Information Document
• NENA 56-509 - NENA/APCO Best Practices Model for Third Party Emergency Medical Dispatch Services and PSAPs Information Document
• NENA-INF-001.1-2012 - Social Networking in 9-1-1 PSAPs Information Document
• APCO ANS 1.112.1-2014 - Best Practices for The Use of Social Media in Public Safety Communications
• NENA-INF-004.1.2-2018 - Operational Impacts of Devices and Sensors Information Document
• APCO/NENA ANS 1.107.1-­2015 - Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points
• NENA, Unnumbered - Recommended Best Practices For Supplemental 9-1-1 Location Data
• APCO 1.117.1-2019 - Public Safety Communications Center Key Performance Indicators
• APCO ANS 1.113.1-2019 - Incident Handling Process
• APCO ANS 1.114.1-2017 - APCO Recommended Best Practices for PSAPs When Processing Vehicle Telematics Calls from Telematics Service Providers

PSAP Equipment & Systems

• NENA-STA-027.3-2018 - E9-1-1 PSAP Equipment Standards
• NENA-INF-029.2-2018 - Integrating Applications on Intelligent Workstations Technical Information Document
• NENA 54-750 - Human Machine Interface & PSAP Display Requirements

PSAP Site Selection and Characteristics

• NENA-INF-024.2-2018 - E9-1-1 PSAP Site Characteristics Technical Information Document
• NENA-INF-039.2-2018 - NENA Public Safety Answering Point Site Selection Criteria Operations Information Document

Public Education

• NENA-REF-003.1-2015 - NENA Recommended Public Education Plan for Interim SMS Text-to-9-1-1
• NENA, Unnumbered - NENA Recommended NG9-1-1 Public Education Plan for Elected Officials and Decision Makers
• NENA, Unnumbered - Wireless 9-1-1 Consumer Education
• NENA, Unnumbered - Number Portability Consumer Education
• NENA, Unnumbered - Public Education Funding & Resources
• NENA, Unnumbered - Basics of Public Education
• NENA, Unnumbered - Public Education Clearinghouse Form

Text-to-911

• NENA-INF-007.1-2013 - Handling Text-to-9-1-1 in the PSAP Information Document
• NENA, Unnumbered - SMS Text to 9-1-1 Resources
• NENA-REF-002.2-2014 - PSAP Interim Text to 9-1-1 Support Documents

Training

• APCO ANS 3.103.2.2015 - Minimum Training Standards for Public Safety Telecommunicators
• APCO 3.110.1-2019 - Cybersecurity Training for Public Safety Communications Personnel

Do you know of a standard, best practice, or informational reference related to PSAP operations that should be included here? Let us know.