texting is a critical benefit. The deaf and hard-of-hearing, the mentally disabled, the physically disabled and senior citizens can text 911 from their phones without extra devices, such as teletype- writer (TTY) devices. MAKING FIRE OPERATIONS SMARTER Lifesaving information beaming direct- ly to a firefighter's heads-up display… 4
of making firefighting smarter by tack- ling two of the major challenges faced by fire personnel: not knowing what they’re walking into and not having clear communication on the ground. Drones can transform situational awareness in fast-moving disasters by streaming 360-degree views in real time. During the 2017 Northern Cali- fornia wildfires, units were dispatched
where mobile calls are answered di- rectly, potentially saving minutes.
The upgraded emergency response system also supports better public service in a natural disaster or other emergency. Overloaded NG911 call centers will automatically re-route calls to other PSAPs, avoiding lost calls or the chance of callers receiving a busy signal.
to destroyed subdivisions. With drones, “Dispatch can see where you can do the most good with limited resources,” says Werner, whose organiza- tion helps fire departments implement drone programs. Remote control sensors also can provide real-time video updates even before respond- ers arrive on the scene. In the future, sensors built into an assisted living facility’s smoke alarm can activate an infrared camera during a fire, transmitting verified data directly to an NG911 PSAP instead of first alerting a security company. “The 911 telecommunicator will not just get a data alert, but also a video feed on their screen showing what’s happening inside the building,” explains retired Deputy Fire Chief Barry Luke, Deputy Execu- tive Director of the National Public Safety Telecommuni- cations Council. Smart data holds the promise to “revolutionize firefight- ing,” says Casey Grant, Executive Director at the Fire Protection Research
When Hurricane Irene struck Vermont, its second-busiest call center was evacuated. Instead of unanswered 911 calls, PSAPs located out of the storm's path answered those calls, resulting in little disruption from the caller's perspective. “The system was able to distribute the load throughout Vermont, meaning every 911 call was answered swiftly,” says Jim Lipinski, former Enhanced 911 IT manager for Vermont, one of the first U.S. states with a statewide NG911 system. DELIVERING HELP, FASTER The year before Indiana began the transition to NG911, a citizen dialing 911 waited 23 to 27 seconds for the call to be routed to a 911 operator. With NG911, that's now less than three seconds, accord- ing toMark Grady, founder of INdigital Telecom, which provides NG911 technology to the state. Grady notes that in an emergency, “If you’re wait- ing for someone to take a call, things can go sideways on you pretty quick.” 3
Location sensors tracking fire, police and EMS during an active shooter incident… Fire alarm cameras showing where residents are trapped… A number of innovative technologies like these are in development and some are already in use. All hold the promise
Foundation, the research affiliate of the National Fire Protection Association. Grant stresses that the key is to avoid overwhelming responders by “sorting, prioritizing and providing only data that local fire companies need.” All of this rich data from digital tools and applications requires both upgrad- ing NG911—so that dispatch can re-
Texting to 911 is another potentially life-saving benefit. When individu- als can’t make calls or speak without endangering themselves, they can text for help. Although texting to 911 is available in some areas, it will be an available feature with NG911 upgrades. For individuals with special needs,
NG911 9
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