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Operations & Training

Internet Protocol (IP)-enabled, or Next Generation 911 (NG911) will present PSAPs with challenges such as new and different types of real-time multimedia information – text, still images or video in addition to voice. These new types of data will expand the functions of the call-taker. They may also increase the workload of call-takers, and change the call-taker's experience (e.g., seeing an incident versus hearing it). These challenges will require changes in hiring, initial training and continuing education.  Similarly, the functions inherent to NG911 will influence the way in which call center operations and administration are supported, as well as how they coordinate with nearby agencies to share data and resources .

The National 911 Program supports 911 system operation with a number of programs designed to gather system statistics nationwide and to provide peer input in statewide 911 system assessments.  The Program  also supports the 911 community’s efforts to develop technical and operational standards for the development of NG911 by collating and sharing standards developed by Standards Development Organizations (SDOs).


Finally, the National 911 Program is currently working with a number of leading 911 stakeholder groups to develop a baseline for call-taking and dispatch training, which will be especially important in the interconnected, IP-based Next Generation 911 system.


Working together, the 911 community is identifying core components for training telecommunicators. These collaborative baseline training requirements have the potential to ensure consistent, professional 911 responses nationwide.