texting to 9-1-1 texting... · 2014. 7. 8. · history •january 2012 –emergency access advisory...
TRANSCRIPT
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TEXTING TO 911:AN INTERIM SOLUTION
AAND ONE-DAY WORKSHOP
JULY 8, 2014
LEAH MISSILDINE
DEVELOPMENT DIRECTOR, AL 911 BOARD
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HISTORY
• January 2012 – Emergency Access Advisory Committee’s subcommittee to recommend pre-
NG911 interim text-to-911 solution
• March 2012 – EAAC’s resolution to support SMS as an interim solution for text-to-911
• December 2012 – Carrier/NENA/APCO Commitment
• March 2013 – Native SMS Text-to-911 Requirements and Architecture Specifications released
• June 2013 – Bounce Back Message for major carriers
• September 2013 – Bounce Back Message for all carriers/text providers
• 2014 – A number of policy statements, letters, and rules proposals to work towards text-to-911
availability and delivery
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WHAT INTERIM SMS TEXT-TO-911 IS(AND WHAT IT IS NOT)
• Short Message Service (SMS) is the most commonly used texting technology
• SMS is “carrier native”
• Next Generation 911 services are not fully developed or widely deployed
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WHY 911 AGENCIES SHOULD CONSIDER ADOPTING AN INTERIM TEXT-TO-911 SOLUTION
• Direct access to 911 call centers
• Federal objectives and national initiatives
• Compliance
• Consumer expectations
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CONSIDERATIONS
• Technology
• Jurisdictional
• Liability
• Financial
• Operational
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TECHNOLOGY CONSIDERATIONS
• Which option of the interim solutions available is best for my PSAP?
• Understand difference in recording capabilities
• Understand differences in transfer of information
• Location accuracy
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JURISDICTIONAL CONSIDERATIONS
• Are surrounding jurisdictions accepting text-to-911?
• Is another PSAP willing to accept all texts for my particular region?
• Is my PSAP meeting the needs for access to 911 in my community?
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LIABILITY CONSIDERATIONS
• If the capability exists, but the PSAP chooses not to accept – is the PSAP liable
if something goes wrong, but text-to-911 could have helped?
• If the capability exists, and the PSAP chooses to accept text-to-911 – is the
PSAP liable if something goes wrong with the solution that they chose?
*While it is not the case now, it is believed by most stakeholder groups that PSAPs accepting
text-to-911 will become a requirement or be mandated.
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FINANCIAL CONSIDERATIONS
• Are there fees associated with text-to-911 from the provider?
• Will my PSAP have to purchase equipment or software to receive text-to-
911 ?
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OPERATIONAL CONSIDERATIONS
• Training
• Canned Messages
• SOP
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WHAT THE OPTIONS ARE
• NG911 Interface
• Web Portal
• TTY/TDD
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NG911 INTERFACE
• Requires IP connectivity between provider and PSAP
• Requires PSAP NG911 readiness
• Requires NG911 capable equipment
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WEB PORTAL
• A third party is the gateway provider
• Requires internet service and a browser-equipped workstation
• Some providers may be able to integrate the web portal into existing PSAP
equipment
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TTY/TDD
• Routes text calls in existing systems through legacy selective routers and
presents to the workstation as a TTY/TDD call on 911 trunks
• No change to existing PSAP equipment and very little change to PSAP
operations
• Equipment detects the call for the call-taker and allows them to converse with
the SMS caller
• Falls within existing legacy 911 standards
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LIMITATIONS
NG911 INTERFACE
• Providers, PSAPs, and Next
Generation architecture is simply not
fully developed, adopted, and
deployed yet
WEB PORTAL
• Requires third-party operator
• Internet connectivity dictates
availability of service
• Affects existing PSAP operations
• May require additional equipment
(i.e. monitor)
TTY/TDD• One-way transmissions; no interruptions
• No audio transmission during text
transmission
• Transmits only about 5 characters per
second
• Only one case for letters
• Limited set of characters
• Limited display area on user devices
• Telephone network tones disturb
reception
• Risk for corruption or loss of characters
• Requires strict turn-taking conventions
with user created text based tokens
• Spurious characters can appear from
ambient sound
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HOW TO PROCEED
• Requesting Text-to-911
• Request for Service Letter
• PSAP Readiness Questionnaire
• Carrier Points of Contact
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DOES IT WORK?
• Field Testing and Trialing
• Need to demonstrate the functionality of SMS text-to-911 solution chosen
• Guidelines for each of the solutions (CSRIC’s Final Report, pages 12-13)
• Practice and Training
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PUBLIC EDUCATION
• NENA’s message – “911: Call if you can, text if you can’t.”
• Educate the public to begin by telling 911 the location as well as the nature
of the emergency
• Links
• NENA
• APCO
• FCC
• DOT, National Highway Traffic Safety Administration National 9-1-1 Office
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RESOURCES
• NENA’s SMS Text-to-911 Resources for PSAPs & 911 Authorities
• Ad Hoc National SMS Text-to-911 Service Coordination Group’s Interim
SMS Text-to-911 Information and Planning Guide
• Communications Security, Reliability, and Interoperability Council’s Final
Report-PSAP Requests for Service for Interim SMS Text-to-911
• Full Department of Justice Letter to FCC
• FCC’s Text-to-911 Efforts