The NENA Standard for 9?1?1 Call Processing facilitates the processing of 9?1?1 calls by PSAPs and serves as a basis for the development of SOPs. Use of this document standardizes the method of call handling across jurisdictional boundaries. This provides consistency in the processing of emergency and non-emergency calls and improve service to the public.
Further, this new standard consolidates and replaces a number of NENA documents, including:
- Silent or Hang-up Calls for Service Operational Information Document
- Guidelines for Minimum Response to Wireless 9?1?1 Calls
- 9?1?1 Call Answering Standard/Model Recommendation
- Emergency Call Processing Protocol Standard
In developing this new comprehensive call-processing document, NENA engaged both NFPA and APCO to ensure the harmonization of our standards. Most notable is the update to the standard for 9?1?1 call-answering times, now providing that 90% of all 9?1?1 calls be answered within 15 seconds and 95% answered within 20 seconds. The remaining call-taking standards (e.g., order-of-answering priority, answering-statement protocols, information gathering, transfer) have been updated to reflect PSAP best practices.