UNDERSTANDING NEXT GENERATION 911
primary PSAP is unable to answer a call for any reason. This has minimized the possibility of calls waiting in a queue during times of high call volume.” In 2011, when Tropical Storm Irene arrived in Vermont, the state experi- enced extensive flooding and damage, especially in southern Vermont. “The Rutland PSAP–our second busiest call center in terms of call volume—was in danger of flooding and had to be evacu- ated,” explains Neal. “Because of our call distribution plan—and without any manual interven- tion—calls destined for the Rut- land PSAP were automatically routed to available call-takers in the remaining PSAPs.” Vermont’s call distribution was made possible by the state’s Emergency Services Internet Protocol Network (ESInet). ESInets are designed to inter- connect PSAPs with a high level of redundancy and resiliency to ensure that the network can con- tinue to deliver 911 calls even if some of the circuits or end points are no longer functioning. If Vermont had not had the NG911-enabled ESInet in place, a single PSAP with only three specific positions would have been han- dling the rollover calls from Rutland’s busier, four-position center. Says Neal, “The likelihood of calls waiting in the queue or going unanswered would have been significantly greater.” WHY IS NG911 IMPORTANT FOR LAW ENFORCEMENT? For law enforcement, NG911 has wide- reaching applications. Modern build- ings increasingly are outfitted with video monitors, digitally connected alarms and sensors. With NG911, vid-
nication and call load sharing between PSAPs. In mass casualty incidents or natural disasters—when PSAPs can become overwhelmed by calls—NG911 allows for calls to be automatically transferred or rolled over to another available 911 call center. NG911-based technology has even enabled states to interconnect their 911 systems with neighboring states. For example, North Dakota PSAPs are now able to trans- fer calls to the Minnesota 911 system
WHAT IS NEXT GENERATION 911 (NG911)? NG911 is new technology that allows the public to send digital data—such as videos, images and texts—to 911 call centers or public safety answering points (PSAPs). NG911 technology also enables call and data transfer among PSAPs, vastly improving the 911 sys- tem’s capacity and resiliency. In Vermont, a state that has made significant progress transition- ing to NG911, telecommunica- tors have the ability to send and receive text messages as part of NG911 deployment, rather than through software add-ons to legacy technology. Texting has vastly improved accessibility to 911 for the deaf and hard of hearing community. In addition, according to Barbara Neal, Ex- ecutive Director of the Vermont Enhanced 911 Board, texting is key for individuals who may find themselves in a situation where a voice call to 911 would endan- ger them further. This might in- clude domestic violence, hostage or active shooter situations. “We have had many instances where text-to-911 was successfully used to summon help in serious emergencies,” says Neal. WHY DO WE NEED NG911? NG911 modernizes the current 911 infrastructure to accommodate how most people communicate today— through mobile and digital devices. NG911 allows the public to send digital data directly to 911 PSAPs. It also lets PSAPs receive data from other transmitting devices such as wearable medical devices, car computers, build- ing alarms and gunfire sensors. Another major advantage made possi- ble by NG911 is faster network commu-
NG911 will allow dispatch to receive incoming videos and pictures, then push them to a patrol vehicle’s in-car computer or officer’s smartphone.
without losing the valuable Automatic Location Identification (ALI) data that accompanies North Dakota calls. This lets Minnesota officials accurately pinpoint the location of the caller. In Vermont, all calls from overly busy PSAPs flow to available PSAPs. Says Neal, “Our NG911 systems have sup- ported more efficient call distribution, which has allowed Vermont to truly operate as one statewide system.” Ac- cording to Neal, “Calls can flow seam- lessly from one PSAP to another if the
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