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TheNENA switched around the last day's activities: the out-going president gave his speech at the afternoon session instead of the banquet. The William J. Stanton Award was also announced during the afternoon, rather than at night.

When giving Melcher his Lifetime Achievement Award, Taylor said, "You're like a brother to me," and they both hugged.

We finally figured out who Richard Taylor sounds like: former vice-president Al Gore.

NENA kicked off a program to allow trainers to submit course curriculums for association approval, and to then become a NENA-certified trainer. The plan is intended to improve the availability of specialized training.

After Melcher's blooper reel was shown, he deadpanned, "I'm glad my mother's not here."

Denver police dispatchers aren't unionized.

All three of the comm center dispatch units have TVs visible to the dispatchers. In the fire area, the TV was tuned to CNBC, and was showing the day's stock ticker.

For the first time, the company that was recording the educational sessions offered a CD of every session for $80, replacing a collection of scores of cassettes.

The Denver Combined Communications Center lists its street address on a citizen education brochure, post the center's name on the side of the building, and fencing does not prevent anyone from driving up to the center's front door.

2003 Annual Conference
National Emergency Number Association (NENA)

Wednesday

In-coming president Richard Taylor recalled the association's award of the annual "September 11th" Award last October to the Charles County (Md.) comm center for their handling of an F5-level tornado that struck in April 2002, just a short distance from the center itself. The 250-mph winds tossed dispatchers' vehicles around in the parking lot, and rattled their consoles. However, they held their ground and helped to coordinate the emergency response. "We congratulate these men and women for a job well done," Taylor said.

Taylor then announced the recipients of the association's Lifetime Achievement Awards, saying, "They've dedicated a lifetime to the improvement of 911 and to making this association a leader in emergency response." He said the award is given to those who make outstanding contributions to the organization, and named:

• Norm Forshee, president during 2000-2001, and led NENA in establishing the foundation for the Report Card to The Nation
• Sharon Counterman, president during 2001-2002, completed and presented the RCN to Congress (not present)
• John Melcher, current president, initiated the SWAT initiative and "witnessed the creation of the E911 Caucus"

Taylor then turned to the William J. Stanton Award, named for the group's first executive director, and who was "a champion of emergency 911." A short video about the award noted the three previous four recipients, who were recognized for, "a lifetime dedication to the mission of public safety, and an enduring commitment to the ideals of NENA." Taylor then introduced Roger Hixson, Billy Ragsdale and Tom Breem to read a slightly humorous "Top 5 Reasons" the recipient was selected, including his/her, "long and continuous hard work, and will to achieve NENA's goals, and incredible team spirit throughout the years." Another reason was, "He's the only candidate whose nickname is a four-letter word." The award was presented to Bob Gojanovich, who accepted the award by saying, "This is a tremendous thrill for me. It is a huge honor." He thanked the executive board, his wife "for her understanding over the years" and "unwavering support," his boss, Bob Miller "who dragged me into the technical committee several years ago," and the previous recipients of the award. "I want to thank them for setting such high standards to shoot for. This is a special honor, knowing Bill Stanton, to receive an award with his name on it...it's an extra special event."

Taylor then recounted the recent signing of a formal "statement of alliance" with the National Academies of Emergency Dispatch (NAED), and introduced that group's executive director, Rob Martin, and Dr. Jeff Clawson, who established emergency medical dispatching protocols. Martin said talks with NENA began several years ago, and looks to NENA to strengthen the entire continuum of emergency dispatch. Clawson said the Academy was "extremely pleased" to have a working alliance with NENA to pursue common causes and goals. He said the alliance formalizes the physical "handshakes" that have already taken place at comm centers across the nation. "This alliance feels good. It's right," Clawson said. "We want to stand with NENA in Washington, we want to stand with NENA as we move forward..."

Citizen Survey

Taylor explained more about the Monitor Group, consultants that were hired by NENA's SWAT team to gather information and perform research. One of the consultant's projects was an April 2003 survey of 2,712 consumers on their feelings and experience about 911. "We were quite surprised to find out the results of the survey," he said. He introduced John Millard of the Monitor Group, who presented a series of detailed--almost overly detailed--graphs depicting the survey results, which he described as accurate to plus-minus two percentage points.

He said that compared to other consumer surveys the company has performed, "The numbers you are going to see are truly amazing. These are very high percentages in terms of responses, awareness, satisfaction in all dimensions." In summary, he said, the American public is "highly aware" of the 911 system, and they believe it's very important, especially when compared to other public safety priorities, or even other national priorities such as education and the economy.

Millard said that 56% of those surveyed had actually made a 911 call, and that 60% of persons dialing 911 did so for someone else--they were not directly involved themselves. He said nearly 10% were reporting a public safety incident--perhaps he should have observed that 90% were not reporting an emergency.

They asked consumers about their experience using 911: in a 2000 survey 72% rated it "good" (50%) or excellent (22%). In this latest survey, the responses were 78%, composed of 43% "good" and 35% "excellent."

Other survey questions asked about if 911 was a "good value," and how 911 was rated against other issues. Compared to national health care, 23% of those survey rated 911 "more important," and compared to education, 47% rated 911 "more important."

Those surveyed showed a lack of knowledge about who administers the 911 system: 10% though it was the federal government, 19% thought is was a state function, and 11% thought it was a state fire agency matter. When asked directly if 911 was a federal program, 33% said "yes" and 44% said they weren't sure.

The survey found that 56% of those surveyed would be willing to subsidize 911, a figure which didn't change when analyzed by state, type of region (urban vs. rural), or political party.

"In summary, consumers see this as a very important issue, and something they see as important compared to other priorities, and something they're willing to pay for," Millard said.

Taylor said the survey results would be posted on the NENA Web site "soon."

Melcher Good-Bye

Taylor introduced a collection of John Melcher "bloopers" from various videos he has made over the years, and then brought Melcher himself out on stage by saying, "John Melcher has one speed: wide open. Melcher then paced the stage for 20 minutes, challenging the audience to keep up as he reviewed the year, spoke about leadership and urged NENA members to get involved.

Melcher said it's good to reflect on and celebrate successes, but also to give attention to the challenges that are ahead. He observed that 911, "now has a new vision, a new role, and place in our society--much more global than it used to be." He said, "We're a piece of a much larger puzzle," that includes other levels and branches of government and industry.

He announced that the NENA board has just formalized an "emeritus council" composed of past presidents of the association, who will provide advice and counsel on issues. Previously, he noted, past presidents would just fade away, taking their knowledge and experience with them.

He recalled the early days of NENA, and even had the charter members stand up in the audience to be recognized. He recalled how much of the association's work was reactive. "911 should not be an after-thought any more," he said, urging that any company who intends to handle emergency information should consult with NENA early in the product development process (for example, companies marketing emergency locating gear). "911 should be one of the first things on your checklist," Melcher said.

Then, in rapid fire, and without taking a single breath, Melcher said, "But if you need the police department, or if you need an ambulance, or you need a fire truck, or some emergency assistance that requires our people to respond, make sure you send us that caller's voice so we can talk to them, because we're trained on how to get the information out of them to effect an appropriate response. And if you've got information on the screen in front of you that will help us in our response, then you make sure we get the data from your screen to our screen, because that's what the job is all about."

He said that nothing should ever be a surprise anymore. "Now have we played catch-up? You bet we have," Melcher said. He said that every day some progress is being made on wireless 911.

Lastly, he said it's not just about research and technology, or about creating teams. "It's about leadership," both inside and outside the PSAP. "Leadership is all about love and sense of duty." He explained that leadership is about pointing in the right direction, and than staying pointed in that direction.

"We measure our success in human life and property," Melcher said. "So our mission is a very critical and a very valid one. And to maintain leadership, we can never, ever lose sight of that which brought us here--the desire to protect and serve, the desire to make a difference, the desire to lead."

Denver PSAP Tour

The tour bus for the Denver Combined Communications Center is set on the edge of a city park, with its name proudly displayed on the side of the brick building. The former fire alarm headquarters was refurbished and reconfigured in 1992 to accommodate the then-separate police, fire and EMS dispatching operations. Now the dispatching operations remain separate, with their own staffs, but in the same building, and on the same floor. The building houses administrative offices for each of the dispatch operations, a training room, break room, dispatcher quiet room, and various equipment rooms.

The center is administered by sworn police staff, topped by a captain, lieutenant, and shift sergeants, and training sergeant.

Police dispatchers are non-uniformed, non-union employees holding the position of calltaker, radio dispatcher and lead dispatcher. They work 8-hour shifts beginning at 7 a.m., 3 p.m. and 11 p.m. The police dispatching operation was civilianized in 1989.

The police operation takes up the bulk of the dispatch floor, and is overseen by a raised supervisors' position. There are 18 calltaker positions, but actual staffing is from nine to 15 calltakers, depending upon the time of day. There are six radio dispatch positions, corresponding to the six police department patrol districts, and sub-stations. There are two to three police sergeants on-duty at all times.

Calltakers refer non-emergency calls to district station front counter officers for handling, but will send a patrol unit to take cold reports if the citizen requests it.

The six districts are sub-divided into a varying number of sectors, which are further sub-divided into precincts. Patrol unit number incorporates both the district, sector and precinct number. There are about 15 units assigned per district.

Police dispatchers receive 8 weeks of classroom training, then 2-3 months side-by-side console training, followed by the remainder of their 9-12 month probation. The trainees receive daily observation reports using a customized version of the APCO DOR form. They will start three new dispatchers in training shortly, but like many centers, are still short-staffed--they have 56 of 61 authorized calltakers, 47 of 47 radio dispatchers, 11 sergeants, 3 lieutenants, one captain and training sergeant, and one admin analyst.

The fire dispatching is performed by uniformed firefighters, either injured and on light-duty, in their "twilight years," or by choice. In all cases, the firefighters work in a "Technician" higher class, and must have been on the job for at least four years to apply for comm center duty. The operation includes one-each assistant chief, captain and lieutenant, and 10 firefighters. They work 4-12 shifts, and usually have four firefighters and one officer (lieutenant) on-duty at all times. The coordinate the responses of 64 rigs at 31 fire stations, comprising eight response districts. They say that about 60% of their incidents are for medical runs. The fire department still has some directly-connected fire alarms, mostly from city and country buildings, that are received and displayed on a separate computer screen.

The EMS operation is staffed partly by non-uniformed employees of the city, and partly employees of the private Denver Health and EMS Agency. They are all at least EMTs, but some are paramedics who also work the street. They work 4-10 shifts, of which there are nine configurations. Ambulances are not posted at any particular location, but are rather roaming or located according to the demand. There are from 8 to 19 EMS rigs son the street at any one time. They recently changed the dispatching procedures to send fire units to all medical incidents. Previously, they were only dispatched to certain, pre-selected types of critical medical incidents (breathing problems drownings, etc.).

The center's hardware/software includes TriTech CAD software, Positron Power911 (with ACD) telephone gear, and an Ericsson (now M/A-Comm) 800 MHz trunked radio system that is used by the police and fire departments, EMS agency, and several non-emergency city agencies. The radio system is operated and maintained by the police department's Electrical Engineering Bureau. Radio coverage is provided by a transmitter in the nearby hills (well, mountains, really), and remote receivers scattered around the city. Coverage is good, the fire dispatchers said, except in high-rise buildings (hospitals, especially). The fire and EMS agencies had been using TriTech CAD, while the police department switched to the same software just last year. There are 48 incoming 911 trunks.

The center is equipped with Xybix ergonomic consoles. The EMS dispatchers are using a cordless-type headset for phones and radio, which they say works very well, although the headset itself is not entirely comfortable. Interestingly, firefighter dispatchers don't use headsets--they're still talking into a desk mike.

The CAD software includes mapping, which is used with the operational Phase II service from the region's seven wireless carriers. CAD is programmed with about 210 different incident type (nature) codes, and about 6,000 unit ID codes. The unit recommendation feature for police incidents has been disabled--the radio dispatchers must manually determine which unit is due to an incident. The city is working on an AVL system that will provide unit recommendations for all three public safety agencies through the CAD software.

Police patrol units have mobile terminals, while fire units have mobile status terminals.

Activity statistics for the center show it's very busy: the police calltakers handle about 3,000 calls to 911 each day, or about 1.2 million per year. The 911 comprise about 49% of all the calls the comm center answers (others are admin lines). The lowest police activity occurs around 0400 (avg. 20 calls per hour), and the highest at about 1530 (avg. 110 calls per hour). Incredibly, the center's average 911 answer time is 2.6 seconds. The calltakers entered 713,534 incidents into CAD during 2002. The center fields about 600-800 hang-up 911 calls each day, and has the calltakers continue to re-dial these calls before sending an officer to investigate.

There was lots of "chatter" during the tour about having three separate agencies operating in the same center--they work for different agencies (and in one case a non-city agency), have different job descriptions, different pay/benefits, and are sometimes at political odds (police vs. fire, etc.). This creates some tension among the units (over pay in particular), and makes coordinating comm center operations a bit harder. However, the Denver dispatchers stressed--and it was obvious to the those on the tour--that these differences do not affect day-to-day operations, "when the rubber meets the road," as one dispatcher put it. Dispatch operations improved significantly when the three separate centers were co-located in the same space several years ago, and improved again more recently when they began sharing the same CAD software. The next improvement, dispatchers suggested, would be civilianizing the separate operations, and then the creation of standard job descriptions, pay/benefits and administration to bring everyone and everything under a single manager. However, the fire department, and to a lesser degree the EMS agency, believe that only firefighters and EMTs can adequately handle their respective operations--an argument that has been continually disproven by law enforcement, fire and EMS agencies across the country during the past 20 years. There has been fairly regular talk about civilianizing, and some dispatchers speculated that the city's current $43 million budget shortfall may elevate the idea among city politicians.

See our photo album of PSAP and other photos.

Operations Committee

Members of NENA's Operations Committee presented a report on their work during the past year, revealing a few tidbits on interesting projects. Committee liaison Bill Weaver introduced the various subject chairs, including education, accessibility, SOP, wireless, contingency and human resources.

Christy Williams (Education) said her group had just shifted focus during the conference, and will know be focusing on wireless consumer education and political action education. The latter, Williams said, would educate PSAPs on the best methods of educating and enlisting their politicians about 911 issues. She said a White Paper on Phase I/II issues is nearing approval, and could be used to help educate politicians. She said her group would also be working on Native-American 911 education, and what she called the "One Nation, One Mascot" program. Does this mean Reddy Foxx is out, or in?

The human resources group is working on new hire training, employee scheduling, a glossary, and an on-line HR resource list.

Toni Dunne of the accessibility group said they're working on EMD for TTY users, which she called, "overwhelming to think about." She said the group met with some vendors of protocols during this conference to obtain advice and feedback on how EMD might be provided to a TTY device user.

They're also working on a TTY training standard, a TTY testing standard, and a PSAP manager's guide to the Americans With Disabilities Act (ADA).

The SOP group is working on calltaker protocols and standards, covering the ordering of call answering. Steve O'Conor said that a draft guideline for handling wireless 911 calls is in the final approval process. He also said the group is working on railroad milepost IDs and their use in the PSAP. He noted that the recent alliance with NAED "brings up lots of new possibilities" in the SOP area, since the Academy already has medical, fire and law enforcement calltaking protocols.

The wireless group is working on a PSAP guide to geographic information systems (GIS), a standard Phase I/II non-disclosure agreement, a Phase I standard contract, and a standard Phase II amendment. They're also looking at wireless congestion control and the strongest signal issue.

The contingency group is working on telecommunications service priority (TSP) and the NORAD contact procedure. Greg Middleton said that NORAD's three, very private contact telephone numbers had been distributed to the state 911 directors, who have already passed them along to individual PSAPs--let NENA know if you haven't received them. The numbers are accompanied by information on what circumstances warrant notifying NORAD of an incident (usually airspace related).

Weaver mentioned that Norm Forshee is researching questions raised by NENA members about compliance with the recently-passed health information privacy act (HIPPA). He hinted that Forshee had received a legal opinion on the issue, which is would soon share with NENA members.

All the Operations Committee chairs asked the audience to join a working group (either operations or technical), participate and get involved. They said there are many issues that take time and effort, and there are never enough people to work on them, and finish them quickly--which sometimes is critical. Check the NENA Web site for contact names and e-mail if you want to take part.

Swearing In

At the Wednesday night banquet, NENA's new officers were sworn in, and in-coming president Richard Taylor delivered a speech that recalled NASA flight director Gene Kranz' speech earlier in the week, and recognized certain similarities. He also revealed that NENA may move from its long-time Ohio offices.

"At NENA, we may not be attempting to write the history of mankind in the realm of space exploration," Taylor said, "but our goals are just as lofty – and just as indispensable to the people we serve." He pointed to the group's Mission Statement as defining the coming year's goals, tempered by the current financial crises that many jurisdictions are facing. "Just as our membership has had to find better ways to do things, so must our association tailor our programs to do more with less," he said.

Taylor said he's been encouraging local chapters to develop local programs, including Telecommunicator Emergency Response Teams that create a pool of PSAP personnel ready to respond to another agency's call for help in times of disaster, much like mutual aid used by fire departments. He mentioned a computerized ENP study plan developed by an Ohio member as one example of local action.

Washington (DC) is the focus for many NENA efforts, Taylor said, pointing to the opening of a DC office staffed by Steve Seitz. He also mentioned the E911 Caucus and Critical Issues Forums held in the District. He intends to bring chapter presidents together in DC for a one or two-day training session on local political action.

"I must tell you that your NENA executive board is looking seriously at moving the NENA offices to Washington, DC," Taylor told the banquet audience. "This past year with the opening of the governmental affairs office in Washington, we realized the value of our strategic plan. Have we made that final decision yet, no. Have contracts been signed yet, no. There are still business models to review, pros and cons to be discussed. Yet, it is a consideration that we want the membership to be aware of, it is a consideration that we welcome your input."

Taylor spotlighted the annual Technical Development Conference as, "a great example of how we have practiced members helping members through the years." He said that NENA's recommended standards that are now recognized throughout the industry, and that the association is now working on the operational side with an Operational Development Conference. He noted the work of NENA's Institute, and said he'd like to see vendor-sponsored training programs certifiable under our ENP program. "The hours spent by Telecommunicators and managers training on CAD systems, GIS systems, CPE systems, should be a part of our professional certification programs if they meet the NENA standards," he said.

At the same time, NENA must look to other members like the National Academy of Emergency Dispatch, NAED, with whom NENA just signed an alliance. "Understand what an alliance is, a commitment to work together to create a standard, or standards," Taylor said. "We must draw upon the strengths of each association, and work together to continue developing standards, to train and educate. In these tough budget times, there is no need for duplication of services."

He noted that the alliance with NAED is not exclusive. "We want to share resources with any organization willing to work together in an open and honest desire to promote research, planning, training and education. We have to tear down these territorial walls-- I pledge to you that NENA will not try to be all things to all people-- we are going to focus on what we do best and let the folks that do others things better, let them do it."

At the same time, Taylor continued, "We must continue to attract new members to our organization and we will do that by spreading the word about NENA, and continuing to be on the bleeding edge of our industry."

Looking behind, Taylor told the conference crowd, "With discipline, competence, confidence, responsibility, toughness, and teamwork we will accomplish all we set out to achieve. Much has already been done." He commended John Melcher for an "outstanding" year, raising the level of awareness and the image of 911 nationwide, especially at the FCC and on Capital Hill.

"I'm glad to be following a good leader," Taylor said. "It is just not one good leader I follow, but NENA has been blessed with many great leaders who have paved the way for where we are tonight." He added, "Assuming the presidency of the nation's premier 911 association is a lot easier when you have great leaders to back you up."

Looking ahead, Taylor said, "As any successful company or association moves forward, there will be lively discussion and at times, disagreements. We can always agree to disagree, however when disagreements become destructive, progress stalls and the overall effort of the association is damaged. There is a fine line between disagreement and destruction."

He recalled a statement of former Texas Congressman Sam Rayburn who said, "Any jackass can kick down a barn, it takes a carpenter to build one."

Taylor said, "Tonight, I charge this next NENA Executive Board to be carpenters…to continue to build this nation's premier 911 association. On the same note, I charge each and every one of you to be carpenters. When you leave here and return to your homes and your jobs, continue the task to build the best 911 network in your community.

"I charge each member of NENA, and the members of other public safety associations, to all be carpenters as we build together to protect lives and property in this the greatest nation. Thank you and let's keep building. May God bless you and may God bless America."

[full text of speech]