By Mike Scott
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Text messaging. Imagery and streaming video feeds. Instant messaging. What do all these terms have in common?
If 9-1-1 centers had their way, all three would be forms of communication that could be received, read, and interpreted by call takers in the coming years.
That of course is the collective view in a perfect world. But even with that capability available on a wide scale, there are many other considerations that 9-1-1 centers will have to make. Training, recruiting, hiring policies, wages, and more are just some of them. After all, it will take a more technologically educated and informed professional who thrives at multi-tasking to succeed in this new 9-1-1 center, whenever that day may arrive.
 Photo 9-1-1 Magazine A call taker at the King County, Wash., Sheriff’s Dept. A large diverse geography, rapidly changing communication mediums and rapid population growth all converge to demand up-to-the-moment data at the call taker maps. |
And that is where next generation 9-1-1 is heading — to points that a few years ago seemed to be impossibly difficult. In fact, the technology is already there, much like electric cars were available more than two decades ago. It’s just now the process needs to be set in place. By then, there will be a whole new definition to “Next Gen” 9-1-1 systems.
There are many different types of communications, those mentioned above and others like still images, maps, hyperlinks, and more that could be used and acted upon in a 9-1-1 setting, said Steve Marz, vice president, public safety for Intergraph. But one of the current challenges to get to that “Next Gen” step is to improve the data flow that can only be helped along by establishing better practice standards.
Some state legislation may prohibit some pieces of next generation capabilities such as rules regarding connectivity. One such rule in some states is that hooking an IP line into a telephone system within a PSAP is illegal, Marz pointed out. So APCO and NENA are identifying such legislation and moving forward on data flow improvement and processes.
“We’re probably looking at 2010 before much of this is realistic on a wide scale,” said Linda Oglivie, software scientist for Intergraph. “That doesn’t take into account legislative problems that may arise between now and then.”
So for the time being, PSAPs must rely on the ability to handle, and afford, custom projects to allow for some of this multimedia information to be entered into CAD, at least until standard protocols are available.
In addition, SMS (short message service) messages are currently unreliable because there is no connection method to them. Such messages are sent, “float” in space for some time, and either arrive or don’t arrive to an intended inbox. Developing one system through which these messages can flow through and then having a better understanding of where they originated from will be critical, Oglivie said.
“What we can do now is support the ability to add hyperlinks to any type of media from our maps and in our CAD system,” Marz said. “We also have status monitors, which are windows that allow us to monitor the CAD system activities.”
These monitors are enhanced so that they include multimedia types of information he added.
Next generation 9-1-1 though means different things to different vendors and clients. Montreal-based SolaCom Technologies in September unveiled its own version of a next generation 9-1-1 system. Its Guardian software suite of 9-1-1 software supports conventional and Voice over IP call handling as well as next-generation 9-1-1 applications, said Allan Zander, the company’s vice president of business development.
This suite is built to handle IP communications and IP is supported directly from one of the company’s routers. It attempts to take into account the ongoing evolution of present and future forms of communications that PSAPs are demanding.
“Our platform is built so that it is easily migratable, which is the biggest feature,” Zander said. “We don’t think it will be long before there is a need to support text messaging, Voice over Instant Messaging, SMS communications, and more.
“We built our infrastructure to readily support any of these communication tools, and that also includes video,” Zander said. “That is a key aspect to what we are facing in the industry and it is a key aspect of what we are delivering to the marketplace.”
User-Driven Technology
One of the ongoing challenges is to find ways to support the software implementation and training, and such methods need to evolve to meet PSAP needs. A functional, flexible approach is what Zander said the software advocates. “We don’t impose that the software be used in one way,” he said.
Instead, next generation 9-1-1 software should allow PSAP managers to address their needs and training requirements so that standard operating procedures are adhered to.
This software lets PSAP administrators identify incoming information from wireless devices. It gathers information from 9-1-1, administrative, enterprise private branch exchange (PBX), 311, 511, 711, and 211 lines in a unified environment. It also supports third-party CAD and mapping interfaces, along with call-logging recorders for all incoming 9-1-1 trunk communications, Zander said.
Last June, InterAct Public Safety Systems in North Carolina announced that it would be demonstrating next generation networking and applications for the public safety industry in conjunction with SolaCom Technologies, VIXXI Solutions, and HigherGround. The suite provides solutions for improved emergency call handling and dispatching that comprised a significant technological upgrade.
The typical 9-1-1 call can be recorded and then all of the information including the location and the recording can be automatically attached to the CAD record and immediately distributed to different agencies and jurisdictions.
InterAct determined that public safety agencies’ primary goal is all about making sure citizens are safe and that they can communicate with PSAPs regardless of the device they are using — landline, cell phone, VoIP phone, or SMS. In order to facilitate this communication, agencies need to have accurate information delivered at the right time, in the right place, and on the right device.
Intrado Inc., last summer announced several new services that enable next-generation 9-1-1 capabilities. Intrado ALI Management, 9-1-1 routing and the application framework is part of the company’s Intelligent Emergency Network which is an IP-based emergency communications architecture.
The Intelligent Emergency Network is a robust and secure service platform that bridges the gap between the limitations of the legacy 9-1-1 system and the expansion of public safety requirements. The design leverages the improved efficiencies of the Internet protocol system (using open, ATIS-approved standards) while providing an evolutionary, non-disruptive deployment model.
The new services enable PSAPs to take advantage of next generation 9-1-1 capabilities that can improve their ability to route and manage 9-1-1 calls, streamline interagency collaboration, and support new communications and data types.
“The functionality and robustness of these new services reflect the needs of the public safety communications community and the intricacies of the current operating environment,” said George Heinrichs, Intrado’s CEO. “We recognize that we must introduce new technology in a manner that extends and enhances, rather than disrupts, the existing infrastructure, which has been evolving for nearly 40 years.”
These services will enable the domestic PSAPs to use these portals to communicate with each other more efficiently, expand the set of federal, state, and local public safety agencies that can interoperate with local 9-1-1, and gain the ability to bring new users and new information sets into the 9-1-1 network with control, security, and dependability.
It’s about creating next generation 9-1-1 capabilities that accommodate the increasingly diverse technological spectrum that exists in PSAPs today said Intrado CTO and Co-founder Stephen Meer. “Intrado’s experience and expertise in solving real-world 9-1-1 problems is broad and deep,” said Meer. “It’s about leaving no PSAP behind and the ability to thrive within a wide variety of operating environments.”
The SolaCom Technologies 9-1-1 system interacts with CAD applications as well as radio devices, so operators can be on a conference call with a caller on a radio, at a 9-1-1 center or at different first-responder agencies simultaneously. Operators also have the ability to transfer data to separate agencies using a single button and have the ability to handle automatic call distribution.
A GUI provides what the company dubs a call-splash screen that chimes with or without call information. Screens can be personalized based on the dispatchers’ preferences, which include displaying selected agencies’ labels and information. Other features include display time and date, a distinctive ringing tone per operator, and call type. It also supports a profile-based log-in so operators can customize the interface based on their preferences and can access the data either from within the call center or remotely.
Upgrading Outdated Systems
Avaya this summer introduced technologies designed to address the urgent need to upgrade outdated 9-1-1 systems. Tampa, Florida based Avaya Public Safety Communications Solutions enable 9-1-1 centers to adopt the advanced communications technologies required to handle the growing number and types of communications coming from consumer technologies. This version of next generation systems includes a streamlined process for faster, more effective responses to emergency calls.
The software is designed to ensure that a call for help will be answered even in the face of broad scale environmental disasters. One of their customers is Galveston Island, which was devastated by Hurricane Ike in September.
In general the advancement of IP telephony have changed how both public and private entities communicate said Guy Clinch, Avaya director of government industry solutions. As part of Avaya’s next generation 9-1-1 approach, they try to help PSAPs develop a migration path that may not require a “rip and replace” but advances their communications to better meet civilian population needs.
“We try to put in place technology that makes information delivery more efficient,” Clinch said. There are some lessons that public safety (entities) can learn from the private sector such as dealing with multiple methods of communications and the use of multimedia contact centers.”
For example, a concept such as automatic call distribution might be a new strategy in how agencies handle such calls. This is particularly helpful for PSAPs that have seen statewide or regional consolidations. It can be one way to drive the right call to the right agent who has the skills and knowledge to best handle the specific 9-1-1 call.
“We try to know the capabilities of the person who is answering that call and then make intelligent decisions as to who has special skills to handle HAZMAT or medical calls,” said Teresa Richardson, Avaya IP telephony practice leader for state/local government.
How that process works is that a call that comes in is always routed to the first available agent to ensure quick response. The “intelligent” part of this process calls on the back end of the call as hot-keys can provide a short cut to a dispatcher that speaks a certain language that the caller is native to. The system essentially goes out and finds that skilled 9-1-1 operator, even if he or she exists outside their PSAP’s network.
“As we’ve talked with our customers, we’re finding next generation means many things,” Richardson said. “So we’ve laid out a roadmap that allows them to embrace an application strategy. We feel our strength is to bring this experience into a mission critical environment from the commercial world into public safety.”
Consider a disaster recovery scenario that was used in Galveston this fall. For them, a mobile solution comprised a solution that they considered “next gen.” And it worked. Galveston used two mobile systems with a point-to-point wireless network that surrounds the Texas island. So their 9-1-1 personnel could drive anywhere and still connect to that network, taking calls and dispatching first responders.
This system also functioned as a backup in case the IP network went down, which did happen. Once the central 9-1-1 center went offline, the mobile system connected to the wireless network and responded to the mainland side for emergency personnel.
Flexibility in Call Taking
Next generation 9-1-1 should also speak to some of the technology needs PSAPs have that allow them to better handle incoming calls. The process of call taking is a constant challenge and communication centers are looking for software that addresses ease-of-use for operators. To this end, SolaCom hired several GUI designers and developers who conducted did time motion studies. These designers then designed and built the interface with the high degree of flexibility desired.
Finally this 9-1-1 system supports text messaging and video for future 9-1-1 applications. “I’m not sure how ready the 9-1-1 marketplace is for the text and video application,” Zander said. “Nonetheless, we’re ready for it and looking forward to seeing the technologies in use throughout the United States.”
Customization of the look and feel of the software is also important. SolaCom allows the interface to be developed so that fits to the way that department wants to communicate. “We implement technology within their workflow,” Zander said. “It’s fair to say that is one of the requirements our clients indicated is critical.”
For future releases SolaCom is working with its decision support team on how to create technology links with disparate pieces of information into a common thread. In this way information can be presented together so dispatcher decisions can be made and resource deployment can be allocated.
The suite is licensed to users through third-party vendors. The initial retail price is listed at $30,000.
Practicality of System Upgrades
Even as technology improves so that 9-1-1 systems become more robust, it is important that implementation remains a practical strategy, allowing compatibility and coexistence with the installed base Meer said.
Intrado and other 9-1-1 systems interoperate with the ATIS-approved Emergency Services Messaging Interface (ESMI) standard, in keeping with the network’s open-architected, standards-based foundation. ESMI has been adopted by the industry as the standard protocol to use in sharing information among and between emergency responder groups at all levels of government. This critical standard is required to help ensure interoperability within the emergency response community regardless of the specific technology a single agency may be using.
Workforce management strategies should be a part of any next generation 9-1-1 approach, said Clinch. Determining the priority of types of calls is critical and since 9-1-1 centers are made to adhere to stringent federal requirements, reporting systems will be necessary will also need to be implemented to texting, video and other such calls the 9-1-1 centers will handle in the future.
IP systems offer a broader range of flexibility to help make this happen so that the available labor pool is expanded beyond the walls of the traditional 9-1-1 center, Clinch said. “You want to make sure you have comprehensive tools in place that your call takers will need. You need to look at business processes and not only how to manage text messages when that becomes feasible on a wide scale but what to do with those types of communications.”
Text messaging specifically is used by a younger population, and those who are now 18-30 might be more comfortable using it in a work setting. “So you may need to recruit a different type of dispatcher,” Richardson said.”
Marz agrees. In this next generation 9-1-1 center, dispatchers are going to serve even more as first responders. They might be getting a video and be able to see a situation unfold before onsite personnel arise. This will require them to handle situations differently. And the immediacy of communication opportunities might require 9-1-1 centers to either employ experts that are working onsite in the command center or be able to immediately transfer calls to medical personnel and professionals in other fields.
Dispatchers “On Scene”
“Currently and in the past the dispatcher would handle things using a question-and-answer format,” Marz said. “In the near future, they could be a witness to a crime. There might be trauma to call takers that will have to be dealt with.”
Before many PSAPs get to that point, they will have to modernize the 9-1-1 systems they currently have. In fact the majority of 9-1-1 communications operations are sorely in need of modernization to function well in today’s and tomorrow’s communications environments said Jeff Robertson, executive director for the 9-1-1 Industry Alliance.
“While the 9-1-1 system has proven to be a success over the past four decades of its existence, today it stands at an inflection point and being left behind by technological change,” Robertson said. “The typical model today is still one of a small, standalone emergency communications systems using yesterday’s analog technologies.”
Networked Systems, Networked Callers
9-1-1 vendors have this recognized that it is important for emergency call systems to update analog architectures to support advanced technologies. This strategy is a key for ensuring next generation techniques are followed.
Based on highly-resilient IP telephony, Avaya has made it possible to link multiple centers into municipal, county or state-wide emergency networks. This expands the pool of public safety call takers who can field the increasing volume of calls from broadly diverse devices and technologies people use today. Operators along the network can manage overflow when call volume supersedes the capacity of those in one particular location or when one center is physically inaccessible.
With advanced call routing, calls can be directed to the most local center first with overflow going to other centers. Networked 9-1-1 centers can also share advanced applications and technologies and distribute the cost over several sites, making migration to next generation 9-1-1 centers more economically feasible.
Avaya enables 9-1-1 centers to accept and interact with new forms of communications, including photos, video, text, and instant messaging. Such technologies can enable a public safety call taker to quickly tap expertise in other areas — for example medical or environmental — when callers are on the line. In addition, operators can directly conference landline and cellular calls with the radios used by first responders, eliminating the delay and potential for error in relaying information from one communications channel to another.
The solutions provide advanced call management capabilities which enhance the operation of Intelligent Workstations, the tools used by the majority public safety call takers to manage incoming emergency calls, locate the caller, and pass critical information to downstream systems including Computer Aided Dispatch systems.
Local or state governments can take advantage of existing communications networks and connect public safety agencies with supporting departments and functions. For example, a municipal government can extend the communications network serving administrative and constituent information or services departments to first responder and 9-1-1 operations. In addition, virtually every 9-1-1 center regularly answers calls that are not true, emergency-related calls. The ability to quickly transfer these calls to more appropriate areas frees valuable time and resources.
For extra layers of resiliency, redundant servers and locally survivable processors keep critical functions running through power, network or equipment outages. New such solutions include a “portable PSAP,” a fully equipped, public safety answering position that can be installed in a vehicle or packed in a rugged container. Emergency agencies can move operations to safer ground to when evacuations are required, and connect to any network — PSTN, cellular, satellite, WiFi, broadband — as well as linking to state or local agency networks for direct dialing to colleagues and provide access to directories and databases.
There are some international issues to consider as well, but in a few cases, the international community may be ahead of the United States 9-1-1 system. For example an Indian company has produced a pacemaker that includes medical telemetrics that in theory could allow an individual having a heart issue to automatically have their pacemaker send a signal to 9-1-1 centers, much like the OnStar approach with automobiles.
“Many emerging countries don’t have the telephone or 9-1-1 infrastructures in place yet so when it is developed it will be based on a cellular phone network, which will help speed up the processes of handling other types of data,” Oglivie said.
So what’s the bottom line? When it comes to next generation 9-1-1 systems, the stage has been set. Soon it might be possible to read a 9-1-1 call or message that includes a verified location and call-back number or email address. It could be text. It might be video. And in a perfect world, it would create a technologically advanced communications center that will allow emergency response capabilities never before seen.
Mike Scott writes for several national and regional publications. He previously worked in the public safety software industry. Mike lives in Waterford, Mich.
This article first appeared in the January/February 2009 issue of 9-1-1 MAGAZINE. 9-1-1 MAGAZINE is the magazine for the emergency communications and response industry, serving law enforcement, fire, and emergency medical services. 9-1-1 MAGAZINE provides valuable information to readers in all aspects of the public safety communications and response community. Visit 9-1-1 MAGAZINE online at www.9-1-1magazine.com.