GUEST BLOG: Leaving a Legacy 9-1-1 Style

Those who have chosen 9-1-1 as a career have a unique legacy. They have chosen to work in a job of self-sacrifice. Frankly, the financial rewards aren’t commensurate with the sacrifice of family and emotional toll the job takes. I am also always taken back by how active our “industry” is in fund raising for fellow telecommunicators or responders that are having issues or just the willingness to volunteer time to help in charitable causes or even to further the industry itself. The NG911 standards development process itself is a testament to volunteerism.

Additionally, telecommunicators are in the unique role of rarely seeing the results of their daily efforts and sacrifice. Unlike the EMT who revives a patient, or the law enforcement officer who prevents an altercation from escalating, those manning the phones rarely see the outcome of their efforts (whether positive or negative). It is for this reason, stress management is such a critical issue for telecommunicators. There is rarely closure on an incident.

Unfortunately, those serving in 9-1-1 rarely see the impact they have on those they are helping. As we approach National Telecommunicator week (April 10-16, 2016) and reflect on the profession, I’m glad to see the number of awards honoring those who go beyond the call of duty (shameless plug for our own Smart Telecommunicator awards), but I can’t help but think of all the lives impacted that our industry doesn’t know about or never hears from. Our engineering and services team loves to hear about how our products helped in a response. It is encouraging and motivating and I’m always getting pumped for more details. I work with a non-profit that helps expectant mothers. It is always a joy for the volunteers when those mothers come in and show off their new babies. Wouldn’t it be great if there was a better way for our telecommunicators to get some of that kind of feedback on the results of their efforts? Even if just a short optional survey at the end of a shift for the responders?

Even if we often don’t have the feedback that would be so encouraging, I’d like those of you who man the radios and phones to think about the legacy you passed on this week that you may never know about. The father that will come home to his family because of the rapid dispatch of EMS, the young woman that was safely removed from a violent situation because you recognized something wasn’t right in her voice, or maybe it was just a confused elderly caller that you coached to call a loved one who was able to help them. I’m sure the legacy you left on those families will be more impactful than a winning tip for blackjack.


Thanks for that excellent article Todd. It is something that we all should think about and consider in our daily jobs. The things we do today, may live on for decades to come, and we must set the ultimate example of best practices and procedures for those behind us to follow.  To the tens of thousands of Public Safety Officials that provide us with a safe environment, to you I say, “Thank You”, your efforts are greatly appreciated.

 

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

When the Media gives a killer a voice . . .

This post initially appeared on Hank Hunt’s Facebook Page. For those of you that are a regular reader of my Blog, then you understand the close bond I have with this family and the true tragedy that is behind  the situation.  

A little girl who was 9, a mandatory  telephone dial-out prefix of 9, and new laws that are sweeping the nation, state by state and now at the Federal level. Many have said over the years that “Laws exist for when ethics fail”. Unfortunately, that remains true even today, as this problem persisted for so long until legislative pressure created change.

I can assure you that for Hank Hunt, every day starts and ends with thoughts of his daughter. For me it’s an inspiration, for him, well I cannot even begin to imagine what it is. What I can do for him, is provide his voice a platform to speak to others, to get them to stop and think, not just about technology, but about themselves and doing the right thing. Hank writes:


When turning on the nightly news or picking up the local paper what are you looking for

Sports scores?
Obituaries?
National news or local news?

Who do you rely on to bring you the news about your surroundings?

What if one Sunday morning you made your cup of coffee, settled down in your favorite quiet spot, opened your morning paper to see a front page, above the headline fold a photo of the man that murdered your daughter?

Would you read it?
Fold the paper up and throw it away?

Or would you sit frozen, unable to move, a pounding in your chest when the headline suggests that this person is the “inspiration” for a law that will save lives?

That was me.

I actually knew the story would be coming out, I did not know it would give him credit for “inspiring” an initiative to save lives that is supported by many people the world over.

I say it again, he was not the inspiration for my actions concerning Kari’s Law; a law named for my daughter who was murdered in the most horrific way by the man the paper lends credit to for “inspiring” it.

He had no contribution to society the time I knew him and he doesn’t to this day.

Some have said it was my daughter Kari that was the inspiration for Kari’s Law. The fact that she paid the ultimate price for legislation that bears her name doesn’t negate the fact that, weird as it is, she was not the inspiration for Kari’s Law.

The inspiration for Kari’s Law still looks at me with eyes full of wonder and sometimes sadness. She is an active 11-year-old trying to move ahead in her life without her parents.

Put yourself in an 11-year-old child’s place, a child that at 9 years old witnessed her father murder her mother and knowing that she followed the “rules” and the “rules” failed her.

Just a few hours after my daughter’s death this nine-year-old little girl sat on my lap in the lobby of a Police Station and looked at me with eyes that will forever be emblazoned in my mind. Eyes that asked why and eyes that squarely put the blame on myself and every other adult in the United States.

Eyes that said, “ I did what you taught me to do, what my Mother, my teacher, my grandparents, the Police and The Fireman told me to do but it didn’t work.

“I tried 4 times Papa but it didn’t work”

What do you think I said?
Nothing….. what could I say; she was right.

We don’t teach children to dial a “9” first on a Multi-Line Telephone System such as those found in a Hotel or Motel, an office building, a SCHOOL or anywhere a prefix number such as 9 or 8 or 7 are required for an “outside” line.

Those aren’t the only things required by some places. I stayed at a hotel in Waco Texas that required the person using the hotel room phone to dial 6821 in an emergency. Who would that call? Even if you had an emergency would your “lessons” from the past automatically make you stop, look at the phone and “Learn” how this phone reaches 911?If you’re reading this then you probably know the story and I need not bore you with the rest.

The inspiration for Kari’s Law was a 9-year-old little girl that depended on her instruction from adults on how to handle an emergency, and those adults let her down.

Now, it’s the adults who MUST fix the mess they have created. 911 should be 911. If it isn’t available on any phone, anywhere, anytime then the instruction should be removed from every Police car, Fire Truck and Ambulance.

Hank Hunt, Kari’s Dad

www.change.org/KarisLaw
www.NoNineNeeded.com


My friends, there are a small handful of people in this world that truly impress and inspire me. I can tell you that Hank is close to the top of that list. No one would blame him if he crawled into a corner and cried away the rest of his time on Earth. Instead, he decided to promote change, make a difference, and most of all, DO THE RIGHT THING. I can tell you it is an honor and inspiration to know this man, and I appreciate all of the support that my friends have extended to him and his cause. For this, I can only say Thank You!.

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

Universal Access to Citizen Services

A concern that can exist in nearly any city, county, state, or even country, is that once an easy to remember emergency number, like 911 in the US, 112 across the European Union, and the 999 available in the UK, has been deployed, massive misuse of the system by non-emergency calls starts to put strain on the network; equipment and even staff must now cope with the increase of non-emergency citizen outreach beyond the purpose of the service. Because there isn’t a catchall category of call types, there often isn’t a single, all-encompassing solution to the problem. Technology can help and when properly deployed, is capable of providing support for dealing with many of the strains that are put on Emergency Networks and Systems.

The Architecture Problem

BLOG-PO-Pic1

In the past, when we built and designed networks, solutions were siloed and purpose built, creating disparate and disconnected islands of connectivity. An agency decided what their inbound traffic would be for that particular service, and then engineer the incoming trunks for a P.01 grade of service, meaning that 1 out of every 100 calls could be blocked during the busy hour. This is a standard level that is accepted by the Public Safety industry for Public Safety Answer Points.

But this creates a problem when a service (9-1-1 for example) receives more calls than expected. Normally, they would track analytics and call volume reports that showed the trend information. These reports let them increase the number of positions and trunks to handle the new projected call load. This is normally not a problem for agencies, as they are tasked with providing service to a geographic area, and when the population increases, call volumes increase and budgets should naturally increase.

Unfortunately, quite often, population increases, along with call volume, but agencies are regularly being asked to do much more with less.

BLOG-PO-Pic2While other agencies may exist that can deal with the call volume, the problem still exists of citizens dialing 9-1-1 for everything and anything. To make matter worse since we built the voice networks as independent islands of service, we have likely, albeit unintentionally, created virtual inter-agency barriers that cannot be easily spanned.

Although inter-departmental trunking can easily be created over private or public networks, allowing agencies that have received a call better serviced by another, to simply transfer the call over those interagency facilities, while the caller is communicating with the right resource that can assist them, the original inbound resource is not freed up. This prevents the original agency from taking another call.

BLOG-PO-Pic3The problem where limited trunking connecting the 9-1-1 center to the PSTN still remains an issue, and another blockage point. This can be corrected by removing these problematic trunks from the equation; and moving to an IP pipe that is dynamically flexible where it can be expanded and contracted as needed, based on the application of standard rules logic that takes into consideration the number of available 9-1-1 call takers that are currently available and ready to take calls.

 

Of course, every Public Safety person reading this just got a chill up their spine, and muttered, “Your CRAZY Fletch”, but this is exactly what needs to happen, and this is not new bleeding edge technology. Local carriers have been offering SIP-based trunking services to the commercial market for years. The largest contact centers in the world use this basic architecture to bring calls into their network, and then they decide the best resource to apply to that inbound call.

With the right tools on the right network, solving problems becomes simpler. For example, meet Ava. Ava requires 911 services on a regular basis. She is considered to be, what Public Safety has nicknamed, a ‘Frequent Flyer’.

BLOG-PO-Pic4This term is not meant to be derogatory, in fact, Ava has a medical condition that requires Emergency Transportation much more often that the average citizen, but her condition is usually not life-threatening.

When Ava calls 9-1-1 for medical transport, much of the time, resources are available and immediatelydispatched. But on occasion, Ava’s call arrives in the middle of complete chaos. Because the 9-1-1 network is unable to differentiate Ava’s non-emergency call from any other call being processed by the system, all calls must be treated with the exact same priority level, despite the vast prior history and information that may be available. If this information was collected and examined in a context store and associated to a specific call event, the system can dynamically apply specialized call handling. Simply by knowing that Ava is a frequent flyer caller, and her condition is typically not life-threatening, her call can be answered by a Speech Recognition enabled IVR that collects  relevant information, giving Ava the opportunity to escalate the call to a call taker.

N11 – More than just Emergencies

9-1-1 has been called the most widely recognized ‘brand element’ in the world. Nearly everyone is aware of the number, and despite the attempt to increase awareness of other avenues of access, 9-1-1 remains to be the winner. Unbeknownst to many in the US, several other N-1-1 services are actually available to citizens. In most of the cases, these are geographically routed the same way 9-1-1 emergency calls are routed to centers that are close to the caller. Following the N-1-1 format, these easy to remember numbers are as follows:

2-1-1 – World Health Organization and Red Cross
3-1-1 – Local government non-emergency services
4-1-1Not officially reserved, but often used for local Telco information
5-1-1 – Highway and Traffic information systems
6-1-1Not officially reserved, but often used for local Telco repair
7-1-1 – TDD Relay services for Deaf, Hard of Hearing or Disability
8-1-1 Call before You Dig utility mark-out hotline

While these services can often provide valuable information to citizens, they are often under-publicized, and under-utilized. By consolidating connectivity in the cloud, we gain flexibility in dynamically adjusting the trunking required, and calls destined for other agency remediation. This can effectively eliminate the public education and awareness problem. While the dialed number can be an indicator of the nature of the request, calls can still be handled efficiently and resources are no longer limited and blocked.

Proactive Citizen Outreach

When a known issue exists, reaching out to the public in an affected area can be an effective and proactive countermeasure that can greatly reduce the number of inquiries for more information while reassuring concerned citizens that an issue is being addressed. In addition to providing information, a query can be made to ensure no other issues exist. If the citizen does have an additional concern, the system is already ‘context aware’ of the identity of the citizen, and they can be queued up against the appropriate resource. Upon connection to the person or agency that can provide the additional information they need, information about the previous interaction can be displayed to the call taker, facilitating quicker response and better service levels.

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

NG911: The Industry’s Most Misunderstood Buzzword

What exactly is next-generation 911? When people talk about it, they use the phrase like a noun, yet it’s not a person and it’s not a place. You may consider it a “thing,” although I can tell you that it most certainly is not, at least in the physical sense.

NG911 is not something you can buy and plug into your existing public safety network, miraculously transforming a legacy environment into a “next generation” environment. And yet, it’s often described that way.

Personally, I believe NG911 is best described as a true “solution.” It’s comprised of several components, each with a specific Functional Element that provides what the National Emergency Number Association (NENA) describes as a functional framework that provides definitive services that work in harmony. By themselves, any one of these components itself is not “next-generation 911.”

The current state

Across the country, dispatchers work around the clock in more than 6,100 emergency contact centers, also known as public-safety answering points, or PSAPs. The underlying technology that powers public-safety answering points was created in the era of landline voice, and is truly optimized for people who call 911 from a traditional telephone.

Today, the great majority of 911 calls are mobile, but most public-safety answering points aren’t designed to effectively handle mobile—if you’ve ever called 911 from your smartphone, invariably the first question you’ll be asked is, “What’s the location of your emergency?”

Some 10 percent of 911 centers (so far) have adopted text-to-911: technology that promises the ability for people to send photos, video and text their emergency responder, optionally share their GPS coordinates and get relevant information delivered back to them via text.

The reality is far more modest: Most text-to-911 rollouts are bolted onto legacy infrastructures, hobbling their future capabilities. Most just allow back-and-forth text—no location, no direct multimedia.

Poorly-defined terminology

Nearly every week, new headlines tout that a public-safety answering point somewhere has “upgraded to NG911 technology” by adding text-to-911 technology. Adding new technology to an old infrastructure doesn’t magically make it a next-generation solution.

A good litmus test that can be applied to establish an agency’s level of NG911 readiness is to analyze how the agency defines NG911. If it’s using NG911 as a noun, there’s likely to be a disjointed understanding of the base premise behind the technology and architecture.

“We’ve implemented an NG911 PSAP solution,” the agency’s IT manager might tell a journalist, and there the cycle of misunderstanding begins.

The industry is doing a great disservice to the public by allowing these misconceptions to endure, as they lead citizens to believe they have something they do not.

The future state of 911

A true NG911 solution means dispatchers can receive voice, video, text, email and other forms of multimedia on a SIP-enabled infrastructure. NG911 is designed to accept PIDF-LO data in the call setup header that can contain other relevant contextual information. To truly describe an upgraded environment as next-generation 911, an Emergency Services IP Network containing required i3 Functional Elements (as defined by NENA) must be built and deployed, replacing the legacy E911 network.

Agencies may argue their system is “NG911-ready,” “NG911-capable” or some other derivative, but in reality, those phrases are semantics being used as a technical loophole. Most people simply don’t understand the subtle nuances of those terms: People hear “next-generation 911” and equate that to being better, more capable and something they should spend money on.

When a network outage invariably occurs, the public is left to wonder, “What happened to that shiny new next-generation thing that was featured on the news and cost all that money?”

As text-to-911 is increasingly deployed across the country, the term “next-generation 911” will continue to crop up in the news. We need true NG911 services, delivered over a real Emergency Services IP network. If we accept anything less, we’re shortchanging ourselves and the public of a life-saving technology that’s available, but not deployed.

 

Fletch_Sig

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

Happy 48th Birthday 911!

Before Alexander Graham Bell invented the telephone, (June 2, 1875) public safety was served by town criers. A town crier would walk the streets of a town and cry out for help in emergency situations. In the 1950′s, independent telephone companies were very common in the United States. If you wanted the police, you dialed the police station. If you had a fire, you called the fire department. If you needed any emergency help, you dialed the individual you needed, or you could dial ” 0″ and get the operator. Then he or she would ring the persons you were calling for.

In 1958, Congress called for an universal emergency number. At this time, the President’s Commission of Law Enforcement and the F.C.C. started arguing over a single easy to remember number. This was due to the large volume of emergency calls going to telephone company operators. A person may be calling for emergency help while the operator was giving information on the number of Aunt Betsy in Louisiana or Uncle Charles in Oklahoma, which lead to delays in emergency responses. Telephone companies were facing the problem of how to separate emergencies from general business. For over ten years, the idea was discussed and argued about among the different agencies who wanted to receive the calls. Police said they should answer all calls, the Fire Department felt they were the better choice, some even felt the local hospital was the best answer.

According to a report in the Fayette, Alabama Times Record commemorating the 25th anniversary of the historic event, B.W. Gallagher, President of Alabama Telephone Company, said he was inspired by an article in the Wall Street Journal. He read that the president of AT&T and the FCC had announced that 911 would be the nationwide emergency number. Being a bit offended by the fact that the views of the independent telephone industry had been overlooked in this decision, Gallagher decided to make the Alabama Telephone Company the first to implement 9-1-1.

Gallagher consulted with Robert Fitzgerald, inside plant manager for the Alabama Telephone Company, who examined schematics of the company’s 27 exchanges. Fitzgerald chose Haleyville because its existing equipment was best suited to be quickly converted to receive 9-1-1 calls. Fitzgerald then designed the circuitry and installed the first 911 system in less than a week. Working with Fitzgerald to achieve this goal were technicians Pete Gosa, Jimmy White, Al Bush and Glenn Johnston.

In the early stages, the city fathers were skeptical of 9-1-1 calls being answered at the police station. They, like persons in Congress, were afraid that the city might not have the personnel qualified to answer “all out emergency calls.”

Haleyville

HaleyvilleHaleyville, Alabama introduced the nation’s first 9-1-1 system, which was located at the police station. Alabama Speaker of the House, Rankin Fite, made the first call from another city hall room. It was answered by Congressman Tom Bevill on a bright red telephone located in the police department. Also on hand was Haleyville Mayor James Whitt, Public Service Commission President Eugene (Bull) Connor, and B. W. Gallagher.

So on February 16, 1968, the first 9-1-1 call was made:
Happy Birthday 9-1-1!
 You’ve saved countless lives, including mine.

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

 

Hear No 911, Speak No 911, See No 911

AN AUDIO VERSION OF THIS BLOG IS HERE ON SOUNDCLOUD

Clearly the digits 911 are a brand that is recognized worldwide. For anyone living in the United States, we are taught at a very early age that these numbers can, and will, provide you with assistance in a dire emergency.

They are so ingrained in our culture, that for many, the very first instinct is to dial 911. With the massive explosion of subscribers of cellular devices exceeding 100% in the US, most calls today originate from these devices; this also holds true for calls to emergency services. This leads to a recipe for disaster, as the present day 911 network has unfortunately stagnated in its evolution of technology, or at least severely lagged behind the common communications modalities that we have become accustomed to, and use on a daily basis.

When cellular phones first came on the market, they were typically installed in vehicles and not portable in nature. At best, your “bag phone” that could be carried with you, but impossible to fit in a pocket. While your location was still an issue with 911 calls from these devices, most calls to 911 were related to motorists reporting incidents on highways. Based on this statistical reality, it was common to route cellular 911 calls to the state Highway Patrol where they could be triaged and re-routed accordingly. The state of California was no different, and at first, all cellular 911 calls were directed to the California Highway Patrol (CHP) station close to the caller.

With cellular phones starting to become portable, easily slipping into pockets, their use is no longer limited to motorists in vehicles, everyone carries them. Therefore, routing cellular 911 calls to CHP may create a problem where there is a high residential population, as residents who need the Sheriff’s Department, will now first reach CHP. While CHP gathers the information about the caller, and determines the agency that needs to handle the situation, precious minutes are lost. To combat this situation in El Dorado County California, the Sheriff’s Department  TwitterLogo@ElDoradoSheriff is recommending that residents avoid calling 911 on cell phones, and instead call 530-626-4911, a number that goes straight to the 911 call center.

Has 911 location discovery from cell phones finally reached a point where it is now so epidemic that we have actually instructed citizens “NOT TO DIAL 911?” Have we really decided to go down this path of potential disaster? I believe this problem can be improved, but unfortunately, it will take a little bit of work from the cellular carriers, and of course work is not free, and carriers rarely do anything that costs them money without attaching an invoice to it.

Let’s look how basic “Phase 1” cellular call routing works. Each cellular tower has three antenna faces servicing 120° of the compass, creating three sectors as shown below. Plotting the coverage area of each sector on a map will yield a rough estimate of the appropriate community covered by this sector.

CellMap

Each community will have a designated 911 center assigned to receive emergency calls. Any calls received from that cellular sector are routed to this designated 911 center, based on the location of the caller and the antennae face they hit. While admittedly this is not 100% accurate, and areas of overlap can and will still exist, the idea is to groom the routing so that the majority of 911 calls for that particular area are routed correctly the first time, minimizing any calls from being misrouted but easily transferred if needed.

Unfortunately, this is more work for the wireless carriers. Not only do they have to make the changes, they have to research the data to determine what the changes should be. And all of that as a cost associated with it. It is also possible that another “sleeping giant” could be awakened by this exercise. A few years ago it was suggested by a company that was tracking and matching cellular 911 data and call dispositions, that many of the cellular tower listings in the database, were actually incorrect, as seen by many calls being rerouted after being answered.

While admittedly, nothing can be perfect 100% of the time, as a public safety industry, we must strive for excellence in everything that we do. Lives are on the line, and even the slightest misinterpretation can lead to tragic results that cannot be undone.

At the Federal Communications Commission headquarters this past Friday, Chairman Tom Wheeler himself stated, “we’re just not cutting it as a nation”, referring to the technology we have deployed in our emergency services network, and our overall transition into next generation 911 services. While the reason for protecting our critical infrastructure surrounding emergency calls is clear and evident, we cannot bury our heads in the ground, and ignore commercial best practices that have been established over the years as our nation’s banking and financial institutions, as well as global retailers, have built large-scale resilient and secure networks, that it expanded our modern economy.

If we’re going to move public safety into the next paradigm of technological existence, we need to take a good long look in the mirror and leave our Hear No Evil, Speak No Evil, See No Evil attitudes at the door. Our safety and well-being globally is in the hands of a small group of dedicated, well-trained, and passionate emergency call takers. Let’s do our part, and give them the tools that they need to do their jobs to the best of their ability.

Follow me on Twitter @Fletch911
Read my other AVAYA CONNECTED Blogs

 

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

 

Let’s Eat Grandma! or Let’s Eat, Grandma!

Punctuation is critical. Without a comma, an innocent child saying, “Let’s eat, Grandma!” is twisted into a questionable “Let’s Eat Grandma!”

AN AUDIO VERSION OF THIS BLOG IS AVAILABLE HERE:

While this internet meme has been going around for quite some time, just this last week I witnessed this identical lack of punctuation steering some of our valued customers in a direction of 9-1-1 remediation that was far more complex, and expensive, than what they were required to do; or what even made sense for their facility and specific situation.

Just after the NENA Model MLTS Legislation was published in 2008/2009, several states started their legislative process to implement legislation.

The legislative requirements that spelled out in Massachusetts 560 CMR 4.00 state:

The purpose of 560 CMR 4.00 is to establish regulations to carry out the provisions of Massachusetts General Legislature – Chapter 6A, §18J to require that, beginning July 1, 2009, any new or substantially renovated multi-line telephone system shall provide the same level of enhanced 911 service that is provided to others in the commonwealth.

There are a considerable number of definitions, which are often overlooked, but in reality define the embodiment of applicability, and this is where our customers were led astray. They were advised that section 4.04 of the law states:

4.04. Beginning July 1, 2009, each operator of a new or substantially renovated multi-line telephone system shall provide (1) a call back number; and (2) PSALI to the station level.

But they failed to advise the customer of two other important items; First the requirement of Callback to the ‘station level’ would seem to require a record for each and every station; however in the definitions section, Callback is clearly defined as being the station that called, OR: “[T]he number of a switchboard operator, attendant, or other designated onsite individual with the ability to direct emergency responders to the 911 caller’s location 24 hours a day, 7 days a weeks, 365 days a year.

The second issue is punctuation and the ‘period’ at the end of that sentence. It is actually a ‘semi-colon’ followed by the words, “; OR an ERL identifier.”, indicating that an Emergency Response Location zone is completely acceptable.

Zone Response to MLTS 9-1-1 was a concept introduced in October 2008 in the NENA 06-502 v1 Technical Information Document “Industry Common Mechanisms for MLTS E9-1-1 Caller Location Discovery and Reporting”.

It provides an appropriate level of granularity for Emergency Response when coupled with the Crisis Alert functionality or the enhanced On Site Notification functionality provided by DevConnect applications like SENTRY from Conveyant Systems. These solutions take all of the relevant additional data that exists about an emergency call event and correlates that information in an intelligent dashboard that internal first responders can utilize to formulate an appropriate response and coordinate with Police, Fire and Medical personnel that are also responding. Or the information can be put up on a display in the event the building is not manned.

By using an Over The Top delivery model on today’s network, or directly in-band on tomorrow’s NENA i3 compliant Next Generation 9-1-1 Emergency Services IP Network (ESINet), public safety will have all of the Big Data and the relevant information about an environment at their finger-tips facilitating faster emergency response, with the best possible resources. This isn’t the future, this is NOW, and we will be globally demonstrating it live as part of our Public Safety Solutions display at the 2016 Avaya Technology Forums in:

Bangkok, Thailand on February 25-26
Dubai, UAE on March 15 -17
Orlando, Florida on April 5 -7
Dublin, Ireland on May 10-13

ATF – A Smart Journey for your Digital Enterprise
We hope to see you at one of these great events!

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Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he directs the strategic roadmap for Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, in 2014 – 2015 he served as co-chair of the EENA NG112 Committee in the European Union, providing valuable insight to State and Federal legislators globally driving forward both innovation and compliance.

The BEST thing I stole this Christmas

While I take great pride in writing my own blog posts, I do read quite a bit, and I often run across great content that I am inclined to share a little further than the ‘SHARE’ button. When I see those certain nuggets, I invite them to reiterate their thoughts on my little island in the vast interwebs and share them with my, dare I say, friends. With that, I give you the BEST thing I STOLE this Christmas, and that is the RAVE Mobile Safety Top 5 List of Public Safety Events for 2015.

Originally published on Rave Mobile Safety’s Blog Site

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It’s that time of year when we look back at the past year and forward to the next. To understand where we are going, it’s helpful to look at the road we’ve already traveled. In that spirit, here is a look back at the Top 5 Trends that had the biggest impact on Emergency communications in 2015.

Costly Failures

9-1-1 needs to work. This message was heard loud and clear by service providers when earlier this year, the FCC doled out fines totaling more than $20 million to Verizon Communications Inc., CenturyLink Inc. and Intrado Inc.. No technology is perfect, and occasionally issues happen, but the FCC’s aggressive response clearly showed that our public safety communication infrastructure needs not only redundancy at all steps but rigorous process and timely notification and visibility into corrective actions. As the industry moves to enhance networks, software and processes we can’t lose site of the difference between the cost of a consumer application not working and a public safety service not working. If an app “locks up”, a data connection drops, or a 10-digit call fails, we simply try again. We don’t really know or care why it didn’t work. It is simply a minor annoyance. It’s more than a minor annoyance when lives are at stake. 9-1-1 is different. It needs to work and we need to continue the process of continual improvement to build resiliency into the entire emergency call handling chain.  It’s why we tell people to call 9-1-1 and not some other number.

Kari’s Law

While the tragic death of Kari Hunt Dunn was in 2013, 2015 was the year her impact on public safety was most felt. Starting with legislation in Suffolk County, Long Island, it spurred changes in the existing Illinois law, and new legislation in Maryland, Pennsylvania, and Texas where it came to the attention of Congressman Louie Gohmert who filed a Bill in the U.S. House of Representatives that would expand on the Texas law requiring direct dialing of 9-1-1 and on-site notification for multi-line telephone systems.  The tireless work of the Hunt family and supporters like FCC Commissioner Pai and Avaya Public Safety Architect Mark Fletcher, ENP resulted in rapid action across the country. While the changes to the MLTS configurations are clearly needed, this event makes my Top 5 list because of the example set in turning a tragic event into trend to solve a “hidden” issue, resulting in untold lives saved in the future.

Location, Location, Location

I grew up with a mom who sold real estate. I can’t even count the number of times I’ve heard about how it is all about location. Well, that is true in 9-1-1 as well, and 2015 was the year the FCC took aggressive action to improve both visibility into the location information being provided to PSAPs as well as the quality of that data (especially indoors). In February 2015, The FCC issued enhanced locations standards. Following on the indoor location roadmap endorsed by NENA, APCO, and the 4 leading wireless carriers in late 2014, the rules drive improved location accuracy for indoor callers over the next 7 years. The carriers, the CTIA and ATIS took quick action in developing standards and moving aggressively towards improving location. While meeting the standards will take a mix of different technologies, an RFP has already been issued for the NEAD (National Emergency Address Database) which will provide location information on WiFi access points – a key part of the indoor location mix. While those of us in public safety always want things to move faster, the reality is that a national roll-out, of a public safety grade solution, done correctly, on the timeline required is an aggressive undertaking and I applaud the FCC for creating consensus and driving the process. Within a short time frame, we will begin to see vast improvements in indoor location accuracy delivered by the carriers to PSAPs.

FirstNet Drives Public Safety Investment

In December 2015, FirstNet’s board approved the Request for Proposal (RFP) to deploy the nationwide public safety broadband network (NPSBN) and directed management to take all necessary actions to release the RFP in early January. While this is clearly a huge step towards a first responder network, the work towards defining the NPSBN and the level of momentum sustained by FirstNet is why this made my list for 2015. A by-product of this effort is an increased level of interest and investment in public safety by both the venture capital community and established companies that have traditionally been active in tangential markets (e.g. federal, defense, health care). The level of innovation and resources brought by these companies can only serve to help improve the options we have available to us in providing better service and response to citizens.

Technology Adoption Marches On… and Into Public Safety

According to the CTIA, more than 47 percent of American homes use only cellphones, and 71 percent of people in their late 20s live in households with only cellphone. According to a 2015 Pew Research Center Study, “nearly three-quarters of teens have or have access to a smartphone and 30% have a basic phone, while just 12% of teens 13 to 17 say they have no cell phone of any type”. To improve service and offload the rapidly growing network traffic, the carriers have begun enabling WiFi calling on mobile devices (see this blog post for our WiFi calling to 9-1-1 testing results and implications). Well known to any parent, Pew also reports that Facebook remains the most used social media site among American teens ages 13 to 17 with 71% of all teens using the site, even as half of teens use Instagram and four-in-ten use Snapchat. So what does this mean for PSAPs?

Already nearly 10% of the country gets additional data on calls from Smart911, regions are rapidly rolling out NG9-1-1 to facilitate new call types, and despite the worries of many about getting swamped with text messages, texting-to-911 is becoming common place across PSAPs. Social media is also creeping its way into public safety with an increasing number of fusion centers and crime centers actively monitoring social media. As communication trends evolve, so too will our emergency communications capabilities.

 

CLOSING FROM FLETCH:

Thanks so much to the folks at RAVE. A very innovative company with an eye on the future providing support and fresh new ideas to PSAPs across the country as we all strive to push forward to the Next Generation of 9-1-1 services becomes a reality.

Follow me on Twitter @Fletch911

Read my other AVAYA CONNECTED Blogs

Mark J. Fletcher, ENP is the Chief Architect for Worldwide Public Safety Solutions at Avaya. As a seasoned professional with nearly 30 years of service, he provides the strategic roadmap and direction of Next Generation Emergency Services in both the Enterprise and Government portfolios at Avaya. In 2014, Fletcher was made a member of the NENA Institute Board in the US, and is an active participant in EENA where he provides insight to State and Federal legislators globally driving forward best practices in both innovation and compliance.

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