NENA PSAP Survivability Information DocumentNENA PSAP Survivability Information Document...

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NENA PSAP Survivability 6

Information Document 7

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NOTE: This DRAFT document is not intended for distribution beyond the groups developing 9

or reviewing the document. The document is also not intended to be used or referenced for 10

development or procurement purposes until final publication. All draft material is subject to 11

change and it is possible that the document itself may never be approved for publication. 12

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NENA PSAP Survivability Information Document 23

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NENA-INF-020.2-201X (originally 53-503 June 9, 2007) 25

DSC Approval: MM/DD/YYYY 26

PRC Approval: MM/DD/YYYY 27

NENA Executive Board Approval: MM/DD/YYYY 28

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Next Scheduled Review Date: 07/30/2018 30

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Prepared by: 33

National Emergency Number Association (NENA) PSAP Operations Committee, Contingency 34

Planning Subcommittee, Contingency Planning Document Review WG 35

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Published by NENA 38

Printed in USA 39

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NENA PSAP Survivability Information Document

NENA-INF-020.2-201X (originally 53-503), Month Day, Year

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NENA 41

INFORMATION DOCUMENT 42

NOTICE 43 44

This Information Document (INF) is published by the National Emergency Number Association 45

(NENA) as an information source for the designers, manufacturers, administrators and operators of 46

systems to be utilized for the purpose of processing emergency calls. It is not intended to provide 47

complete design or operation specifications or parameters or to assure the quality of performance for 48

systems that process such equipment or services. 49

NENA reserves the right to revise this Information Document for any reason including, but not 50

limited to: 51

Conformity with criteria or standards promulgated by various agencies, 52

Utilization of advances in the state of the technical arts, 53

Or to reflect changes in the design of equipment, network interfaces or services described 54

herein. 55

This document is an information source for the voluntary use of communication centers. It is not 56

intended to be a complete operational directive. 57

It is possible that certain advances in technology or changes in governmental regulations will 58

precede these revisions. All NENA documents are subject to change as technology or other 59

influencing factors change. Therefore, this NENA document should not be the only source of 60

information used. NENA recommends that readers contact their 9-1-1 System Service Provider 61

(9-1-1 SSP) representative to ensure compatibility with the 9-1-1 network, and their legal counsel to 62

ensure compliance with current regulations. 63

Patents may cover the specifications, techniques, or network interface/system characteristics 64

disclosed herein. No license expressed or implied is hereby granted. This document shall not be 65

construed as a suggestion to any manufacturer to modify or change any of its products, nor does this 66

document represent any commitment by NENA or any affiliate thereof to purchase any product 67

whether or not it provides the described characteristics. 68

This document has been prepared solely for the use of 9-1-1 System Service Providers, network 69

interface and system vendors, participating telephone companies, 9-1-1 Authorities, etc. 70

By using this document, the user agrees that NENA will have no liability for any consequential, 71

incidental, special, or punitive damages arising from use of the document. 72

NENA’s Committees have developed this document. Recommendations for change to this document 73

may be submitted to: 74

National Emergency Number Association 75

1700 Diagonal Rd, Suite 500 76

Alexandria, VA 22314 77

800-332-3911 78

or [email protected] 79

© Copyright 2016 National Emergency Number Association, Inc. 80 81

mailto:[email protected]



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ACKNOWLEDGEMENTS 82

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National Emergency Number Association (NENA) PSAP Operations Committee, Contingency 84

Planning Subcommittee, Contingency Planning Document Review WG developed this document. 85

86 NENA recognizes the following industry experts and their employers for their contributions in 87

development of this document. 88

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Executive Board Approval Date [MM/DD/YYYY] 90

Members Employer

Wendi Lively ENP – PSAP Operations

Committee Co-Chair

Spartanburg County SC

April Heinze ENP – PSAP Operations

Committee Co-Chair

Eaton County MI

Karen Allen – Contingency Planning

Subcommittee Chair

City of Tempe AZ

Terri Costello RPL – WG Co-Chair E-Com 9-1-1 Dispatch IL

Cheryl LeSage ENP – WG Co-Chair Fremont Police Department CA

Nadine Klem Wallaceburg Central Ambulance Communication

Center

Robert Leathers ENP McLennan County 9-1-1 Emergency Assistance

District TX

Marc Berryman ENP Mission Critical Partners Inc.

Rick Erickson ENP The Woodlands Township TX

Bernard Brabant ENP Consultant

Steve Haberman ENP Mission Critical Partners

Pierce Power ENP Teleira

Robert Kujawa Northbrook Police Department IL

Greene (Robert) Morris ENP Frontier Communications

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Special Acknowledgements: 92

Delaine Arnold ENP, Committee Resource Manager, has facilitated the production of this document 93

through the prescribed approval process. 94

The PSAP Operations Committee, Contingency Planning Subcommittee, Contingency Planning 95

Document Review WG is part of the NENA Development Group that is led by: 96

Pete Eggimann ENP and Jim Shepard ENP, Development Steering Council Co-Chairs 97

Roger Hixson ENP, Technical Issues Director 98

Chris Carver ENP, PSAP Operations Director 99

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Table of Contents 102

1 EXECUTIVE OVERVIEW .............................................................................................................................. 6 103

2 INTRODUCTION .............................................................................................................................................. 6 104

2.1 OPERATIONS IMPACTS SUMMARY ......................................................................................................................... 6 105 2.2 TECHNICAL IMPACTS SUMMARY........................................................................................................................... 7 106 2.3 SECURITY IMPACTS SUMMARY ............................................................................................................................. 7 107 2.4 REASON FOR ISSUE/REISSUE ................................................................................................................................. 7 108 2.5 RECOMMENDATION FOR ADDITIONAL DEVELOPMENT WORK .............................................................................. 7 109 2.6 ANTICIPATED TIMELINE ........................................................................................................................................ 8 110 2.7 COST FACTORS ..................................................................................................................................................... 8 111 2.8 COST RECOVERY CONSIDERATIONS ..................................................................................................................... 8 112 2.9 ADDITIONAL IMPACTS (NON- COST RELATED) ...................................................................................................... 8 113 2.10 INTELLECTUAL PROPERTY RIGHTS POLICY ...................................................................................................... 8 114 2.11 ABBREVIATIONS, TERMS AND DEFINITIONS ..................................................................................................... 9 115

3 PSAP SURVIVABILITY COMPONENTS ................................................................................................... 10 116

3.1 COMMUNICATIONS NETWORK ............................................................................................................................ 10 117 3.1.1 9-1-1 Call Routing .................................................................................................................................... 10 118

3.2 PSAP EQUIPMENT .............................................................................................................................................. 10 119 3.2.1 ANI/ALI .................................................................................................................................................... 10 120 3.2.2 CAD .......................................................................................................................................................... 11 121 3.2.3 Mapping/GIS ............................................................................................................................................ 11 122 3.2.4 CPE .......................................................................................................................................................... 11 123 3.2.5 Equipment Failure .................................................................................................................................... 11 124

3.3 INFRASTRUCTURE ............................................................................................................................................... 11 125 3.3.1 Data .......................................................................................................................................................... 11 126 3.3.2 Logging Service ........................................................................................................................................ 11 127 3.3.3 Computer and IP Networks ...................................................................................................................... 11 128 3.3.4 Other Communications Contingencies ..................................................................................................... 13 129 3.3.5 Field Communications .............................................................................................................................. 13 130 3.3.6 PSAP Physical Security ............................................................................................................................ 13 131 3.3.7 Critical Facilities ...................................................................................................................................... 13 132

3.4 HUMAN RESOURCES ........................................................................................................................................... 14 133 3.4.1 Staffing ...................................................................................................................................................... 14 134 3.4.2 Education and Training ............................................................................................................................ 14 135 3.4.3 Support Personnel .................................................................................................................................... 14 136

3.5 SUPPORT SERVICES ............................................................................................................................................. 14 137 3.6 EMERGENCY RESPONDERS .................................................................................................................................. 14 138

4 CONTINUITY OF OPERATIONS ................................................................................................................ 14 139

4.1 ORDERS OF SUCCESSION ..................................................................................................................................... 14 140 4.2 DELEGATIONS OF AUTHORITY ............................................................................................................................ 14 141 4.3 ESSENTIAL FUNCTIONS ....................................................................................................................................... 15 142 4.4 ALTERNATE CAPABILITY .................................................................................................................................... 15 143 4.5 VITAL RECORDS ................................................................................................................................................. 15 144 4.6 CAPABILITY TO SUSTAIN OPERATIONS ............................................................................................................... 15 145 4.7 INTERNAL AND EXTERNAL COMMUNICATIONS ................................................................................................... 15 146 4.8 DEVOLUTION PLANS ........................................................................................................................................... 15 147 4.9 RECONSTITUTION PLANS .................................................................................................................................... 15 148

5 PLANS .............................................................................................................................................................. 16 149



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6 DRILLS AND EXERCISES ............................................................................................................................ 16 150

7 RECOMMENDED READING AND REFERENCES .................................................................................. 16 151

8 PREVIOUS ACKNOWLEDGMENTS .......................................................................................................... 18 152

EXHIBIT A –PSAP SURVIVABILITY READINESS CHECKLIST .................................................................. 19 153

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1 Executive Overview 157

This document is provided to assist Public Safety Answering Points (PSAPs) with the development 158

of a PSAP survivability program. This PSAP survivability document is meant to be used in 159

conjunction with other Contingency Planning Documents to assist the PSAP to better prepare for and 160

react to a disaster situation with the end goal being that the PSAP remains operational. Every PSAP 161

is unique and this document should be used as a starting point in disaster recovery planning. 162

Purpose and Scope of Document 163 This document is intended as a guide for PSAP staff to review the many components of their system 164

continuity and disaster plans. It is also intended as a guide for training, testing and reevaluating the 165

PSAPs ability to react to a disaster situation, which may adversely impact their ability to serve their 166

communities. It is recommended that all contingency plans be coordinated with appropriate 167

Emergency Management authorities. This document is not intended as a template, but as a process 168

guide. 169

Reason to Implement 170 PSAPs are critical for the safety and security of the public. The ability for manmade or natural 171

occurrences to prevent the PSAP from receiving, processing, dispatching and monitoring incidents 172

places the public and first responders in danger. It is therefore incumbent upon PSAP administrators 173

to prepare for such occurrences. 174

Benefits 175

Implementation of this document as a Standard Operating Procedure will greatly improve PSAP 176

survivability and: 177

Will help in developing PSAP survivability plans 178

Will increase the ability for a PSAP to survive during a service interruption event. 179

Will enable the PSAP to continue effective operations for the duration of the event. 180

Will assist in identifying supplies and equipment needed on hand to sustain the PSAP during 181

such an event. 182

Will better position the PSAP for future reconstitution following a service interruption event. 183

Will encourage cooperation and partnership amongst stakeholders (equipment vendors, 184

service providers, agencies) 185

May help to reduce the duration of a service interruption. 186

2 Introduction 187

2.1 Operations Impacts Summary 188

This document should help PSAP Authorities to consider risks, disaster and/or contingency plans to 189

assure continuity of operations and survivability. This document is intended as a guideline to PSAP 190



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managers to identify vulnerabilities to specific hazards. Adoption of these recommendations calls 191

for the PSAP Authority to develop policies and procedures to address individual PSAP survivability. 192

It is also recommended that PSAP Authorities review APCO/NENA ANS 1.102.2-2010: Public 193

Safety Answering Point (PSAP)-Service Capability Criteria Rating Scale (or subsequent updates). 194

That document assists PSAP managers and their governing authorities to identify their current level 195

of service capability. An assessment tool is provided to facilitate an objective review of the current 196

capabilities of the PSAP Authority against models representing the best level of preparedness, 197

survivability and sustainability amidst a wide range of natural and man-made events. The self-198

evaluation assessment tool is also intended to provide the basis for discussion with funding bodies 199

(federal, state, county, municipal, etc.) concerning the PSAP Authority status in regard to their 200

current technological position, and readiness or effectiveness to survive certain risks associated with 201

local vulnerabilities 202

2.2 Technical Impacts Summary 203

In the event of a man made or natural disaster impacting the Communications Center/PSAP 204

Authority, alternate means of call reception, data entry and retention, dispatch and monitoring must 205

be available. The technical impact will vary greatly dependent upon the size and complexity of the 206

emergency call center. At a minimum the Communication Service Provider (referred to in the past as 207

the “Telephone Company or Telephone Service Provider”), 9-1-1 System Service Provider 208

(911SSP), radio, IT personnel, Computer-Aided-Dispatch vendor and any other service provider or 209

vendor unique to the agency should be consulted to review options for survivability. 210

2.3 Security Impacts Summary 211

PSAP Authorities should consider security impacts on technical and operational issues to comply 212

with current NENA documents when implementing their disaster survivability plans. PSAP 213

Authorities should take into consideration any internal, local, state and federal recommendations 214

and/or legal requirements. 215

2.4 Reason for Issue/Reissue 216

NENA reserves the right to modify this document. Upon revision, the reason(s) will be provided in 217

the table below. 218

Doc # Approval Date Reason For Changes

NENA-53-503 06/09/2007 Initial Document

NENA-INF-020.2-201X [MM/DD/YYYY] This document was updated and reissued by NENA

to ensure content was current with industry changes

and advancements made since the original issue

date.

2.5 Recommendation for Additional Development Work 219

This document is intended to be used as a guide to assist PSAP Authorities with ongoing disaster 220

planning. Current and future Standards regarding equipment, infrastructure and capability should be 221

used to assist with this PSAP Survivability Document. In particular, the NENA Communications 222

https://www.nena.org/?page=ServiceRatingScale



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Center/PSAP Disaster and Contingency Plans Model Recommendations, and the NENA Hazard and 223

Vulnerability Analysis Operational Information Document should be utilized. Further development 224

work may be needed to establish a standardized after action report for PSAP Authorities to analyze 225

and evaluate the survivability plan effectiveness. Those after action reports should be shared with 226

PSAPs to promote learning and survivability plan development. Additional development work may 227

be required to update the communication sections of NENA documents related to the survivability of 228

connectivity to the IP protocol “NG9-1-1” environment. 229

2.6 Anticipated Timeline 230

The anticipated timeline will vary depending on the size and complexity of the operational and 231

technical requirements of the Communications Center. It is recommended that survivability plans 232

are reevaluated annually taking into account changing technology and organizational structure. 233

2.7 Cost Factors 234

PSAP Authorities in preparation for disasters will incur expense in planning, training and exercising 235

disaster and recovery plans. Where applicable, PSAP Authorities should consider implementing 236

diversity and redundancy throughout the system. The expense will be unique to the PSAP 237

Authorities current ability to recover and the safety measures taken. Administrators are urged to 238

look beyond the cost of planning and preventing disaster to the potential cost and liability of a 239

system and/or service failure. 240

2.8 Cost Recovery Considerations 241

Cost Recovery will vary greatly depending on the jurisdiction of the PSAP Authority. 242

Administrators are encouraged to review their cost recovery legislation and apply for all available 243

grant and/or funding 244

2.9 Additional Impacts (non- cost related) 245

Based on the analysis of the authoring group, the information or requirements contained in this 246

NENA document are known to have several impacts. The primary impacts may be borne by an 247

agency at no additional cost if an existing employee is tasked with these responsibilities and training, 248

testing, review and drills are conducted during already scheduled in-service training. Otherwise, yes 249

there will be a cost associated with these things. The primary impacts include: 250

a. Planning and preparation of operational and technical needs 251

b. Staff training and drills 252

c. Routine testing of equipment 253

d. Development and review of After Action Reports 254

e. Regular review of the survivability (risk/disaster/contingency) plan 255

f. Implement changes to survivability (risk/disaster/contingency) plans as required 256

2.10 Intellectual Property Rights Policy 257

NENA takes no position regarding the validity or scope of any Intellectual Property Rights or other 258

rights that might be claimed to pertain to the implementation or use of the technology described in 259

this document or the extent to which any license under such rights might or might not be available; 260

nor does it represent that it has made any independent effort to identify any such rights. 261



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Consistent with the NENA IPR Policy, available at www.nena.org/ipr, NENA invites any interested 262

party to bring to its attention any copyrights, patents or patent applications, or other proprietary 263

rights that may cover technology that may be required to implement this standard. 264

Please address the information to: 265

National Emergency Number Association 266

1700 Diagonal Rd, Suite 500 267

Alexandria, VA 22314 268

800-332-3911 269

or [email protected] 270

2.11 Abbreviations, Terms and Definitions 271

See NENA-ADM-000, NENA Master Glossary of 9-1-1 Terminology, located on the NENA web 272

site for a complete listing of terms used in NENA documents. All abbreviations used in this 273

document are listed below, along with any new or updated terms and definitions. 274

Term or

Abbreviation

(Expansion)

Definition/Description **New

(N)/Update

(U)

LAN (Local Area

Network)

A transmission network encompassing a limited area, such as

a single building or several buildings in close proximity.

VoIP (Voice over

Internet Protocol)

Voice over IP (VoIP) is a methodology and group of

technologies that permit delivery of voice communications

and other real-time multimedia sessions over Internet

Protocol (IP) networks, such as the Internet. Other terms

commonly associated with

VoIP are IP telephony, Internet telephony, broadband

telephony, and broadband phone service.

N

WAN (Wide Area

Network)

A wide area network (WAN) is a computer network that spans

a relatively large geographical area and consists of two or

more interconnected local area networks (LANs).

N

SLA (Service Level

Agreement)

A service level agreement (SLA) is a contract between

a service provider (either internal or external) and the end user

that defines the level of service expected from

the service provider. SLAs are output-based in that their

purpose is specifically to define what the customer will

receive.

N

Reconstitution A planned method for returning a PSAP to normal operations

after an event.

Ref: FEMA Devolution of Operations Plan Template

N

FirstNet (First

Responder Network

Signed into law on February 22, 2012, the Middle Class Tax

Relief and Job Creation Act created the First Responder

N

http://www.nena.org/ipr

mailto:[email protected]

https://www.nena.org/?page=Glossary

https://www.nena.org/?page=Glossary

http://www.fema.gov/media-library-data/1386609058808-b084a7230663249ab1d6da4b6472e691/Devolution-Planning-Template-July-2013.pdf



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Authority) Network Authority (FirstNet). The law gives FirstNet the

mission to build, operate and maintain the first high-speed,

nationwide wireless broadband network dedicated to public

safety. FirstNet will provide a single interoperable platform

for emergency and daily public safety communications.

Ref: http://www.firstnet.gov/

275

3 PSAP Survivability Components 276

This list includes some of the major components that should be reviewed for PSAP Survivability. 277

3.1 Communications Network 278

3.1.1 9-1-1 Call Routing 279

Each PSAP Authority should have a written service1 level agreement (SLA) with their service 280

provider(s). Service provider(s) service level agreement should document procedures for reporting 281

an outage, escalation procedure etc. Service provider(s) should have personnel trained and 282

knowledgeable to react, in a timely manner, to a central office failure (virtual or physical). This 283

includes switch redirect, alternate routing, and diverse methods to keep the network functional. 284

Where feasible in a legacy environment, a minimum of two central offices should be used to route 285

calls to the PSAP. The same function/redundancy would be expected in a NG environment. It is 286

recommended that calls be routed through a dedicated fiber loop directly to the PSAP. Central 287

offices or equivalent network elements should allow the automatic transfer of calls to the other 288

central office or equivalent network elements should the link with the PSAP fail. Where this cannot 289

be accomplished PSAP administrators should consider alternate resources to ensure operations. 290

The Communication service provider(s), radio carrier/provider, equipment providers and 291

PSAP administrators should develop disaster recovery plans to be used in the event of 292

the loss of a PSAP, E911 central office or network equipment and facilities servicing the 293

PSAP. 294

It is highly recommended that a minimum of two separate paths for emergency calls into the PSAP 295

be deployed and maintained. 296

3.2 PSAP Equipment 297

3.2.1 ANI/ALI 298

PSAP staff should be trained to efficiently and effectively process emergency requests for services in 299

the event of ANI/ALI failure. This should include procedures on identifying, processing and 300

verifying calling party number and location without automatic information. 301

1 NENA-INF-016.2-201X (originally 08-506) NENA Emergency Services IP Network Design for

NG9-1-1 Information Document

http://www.firstnet.gov/



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3.2.2 CAD 302

Procedures should be developed for uninterrupted call receipt and processing in the event of a CAD 303

failure. It is recommended that PSAP Authorities implement and routinely operate with a CAD 304

down form or alternate application to assist call processing. 305

3.2.3 Mapping/GIS 306

Procedures should be developed for uninterrupted call receipt and processing in the event of a 307

mapping failure. Mapping failure MAY include such issues as complete failure, failure of automatic 308

location or geocoding. 309

3.2.4 CPE 310

Procedures should be developed for uninterrupted call receipt and processing in the event of CPE 311

failure. These procedures should include switch redirect, alternate routing, and diverse methods to 312

keep the network. 313

3.2.5 Equipment Failure 314

PSAP staff should be trained to efficiently and effectively route and process requests for service in 315

the event of imminent partial or total failure of any equipment, data processing, or voice or data 316

communications methods. 317

3.3 Infrastructure 318

3.3.1 Data 319

The PSAP Authority should have procedures for continued operation with loss of any and all data 320

sources including: IP network(s) for Data, Voice, Radio, and E/NG911 services. It is recommended 321

that these network(s) have backup connectivity through additional communication ports and/or 322

wireless network connections. 323

3.3.2 Logging Service 324

PSAPs should have procedures for managing loss of logging and recordings. It is recommended that 325

logging recorders have automatic back-up logging functionality and be protected by either logs 326

stored on networks be backed up to an off-site location or if being stored on site that logs be kept in 327

flame/heat proof containers. 328

3.3.3 Computer and IP Networks 329

Procedures should be developed for loss of Local Area Networks (LAN), Wide Area Networks 330

(WAN) and/or Emergency Service IP Network (ESInet). This includes but is not limited to IP 331

connectivity for information and daily operations. It is recommended that administrators work 332

closely with the providers of these services to provide clear understanding of the PSAP’s 333

requirements and specifications. 334

Currently E911 is in transition to NG9-1-1, based entirely on IP networks and core functions. 335

Therefore, the criticality of IP network survivability becomes paramount to PSAP operations. 336



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The following NENA document excerpts provide background on ESInet2. 337

NG9-1-1 is defined as the next evolutionary step in the development of the 9-1-1 emergency 338

communications system known as E9-1-1 that has been in place since the 1970s. NG9-1-1 is a 339

system comprised of managed IP-based networks and elements that augment present-day E9-1-1 340

features and functions and add new capabilities. NG9-1-1 will eventually replace the present E9-1-1 341

system. NG9-1-1 is designed to provide access to emergency services from all sources, and to 342

provide multimedia data capabilities for PSAPs and other emergency service organizations. 343

Per NENA-STA-010.2-2015 (originally 08-003) Detailed Functional and Interface Standards for the 344

NENA i3 Solution Stage 3 and for the purposes of this document ESInet is defined as follows: 345

An ESInet is a managed IP network that is used for emergency services communications, and which 346

can be shared by all public safety agencies. It provides the IP transport infrastructure upon which 347

independent application platforms and core functional processes can be deployed, including, but not 348

restricted to, those necessary for providing NG9-1-1 services. ESInets may be constructed from a 349

mix of dedicated and shared facilities. ESInets may be interconnected at local, regional, state, 350

federal, national and international levels to form an IP-based inter-network (network of networks). 351

Per NENA-INF-016.2-2016, it is important to understand that an ESInet and NG9-1-1 are not the 352

same. Quite simply, you can have an ESInet without being NG9-1-1; but you cannot have NG9-1-1 353

without an ESInet. 354

The diagram below demonstrates the typical hierarchy of networks utilized to reach a fully 355

functional NG9-1-1 system. 356

357

2 Per NENA-INF-016.2-2016 (originally NENA 08-506) NENA Emergency Services IP Network

Design for NG9-1-1 Information Document



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3.3.4 Other Communications Contingencies 358

PSAPs should have procedures to react to other communications service failures such as wide-area 359

power failures impacting Voice over Internet Protocol (VoIP) and wireless communications devices. 360

3.3.5 Field Communications 361

Contingency plans for the following should be developed regarding field communications, as part of 362

FirstNet initiatives 363

3.3.5.1 Radio Communications 364

Procedures for the detection, reporting, and operations during radio communications failures should 365

be developed. 366

3.3.5.2 Towers and Transmitters 367

Plans to maintain operations during the loss of towers or transmitters should be developed. This 368

should include: loss of power, loss of Microwave, or T1 connectivity and/or isolation. 369

3.3.5.3 Mobile Data 370

Procedures for operations in case of failure of mobile data should be developed. 371

3.3.6 PSAP Physical Security 372

Procedures should be implemented to limit access to the PSAP and access to its critical 373

infrastructure. It is recommended that, where feasible, the use of “SmartCard” technology be 374

implemented to control and monitor security. Procedures should include reaction to a security 375

failure. 376

3.3.6.1 Computer/IP Network (s) 377

All local area networks (LAN), wide area networks (WAN), and IP Networks should have 378

appropriate safeguards in place to protect information. Procedures should be developed to react to 379

security failures. REF: NENA INF-015.1-2015 NG9-1-1 Security Information Document. 380

3.3.7 Critical Facilities 381

Procedures should be developed for the uninterrupted operation and the loss of critical facilities. 382

Critical facilities include operational facilities required to fulfill the mission. This includes the 383

PSAP, transmitter and receiver sites, central offices, data facilities. It is recommended that 384

administrators perform a resource analysis to identify critical facilities. The PSAP MAY NOT have 385

operational control over critical facilities, but is encouraged to work with those who are to improve 386

survivability and maintain PSAP operations. It is further recommended that PSAPs identify those 387

failures which cannot be mitigated and have back-up or alternate plans to react. 388



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3.4 Human Resources 389

3.4.1 Staffing 390

Telecommunicator, administrative, technical, IT and maintenance staff should be sufficient to 391

maintain critical services. It is recommended that PSAP Authorities have a method of increasing 392

staff for critical situations. This includes the sheltering and sustenance of staff for the duration of the 393

event. It is recommended that all PSAP staff and essential personnel be adequately credentialed to 394

ensure access to PSAP and facilities as required. 395

3.4.2 Education and Training 396

Administrators should assure that appropriate staff remains current in regards to all disaster and 397

disaster recovery plans and procedures. An emergency support training packet should be developed 398

for support personnel placed in new roles. Training and physical exercises should take place at least 399

annually. 400

3.4.3 Support Personnel 401

During a disaster situation support personnel MAY be required to take on additional responsibilities. 402

Support personnel should be appropriately trained for any role they may foreseeably be tasked. 403

3.5 Support Services 404

Policies and procedures should be developed to ensure that legal, fiscal and physical resource 405

support services and entities are available to respond to critical incidents. It is recommended that 406

administrators work with support agencies to develop plans, policies and procedures to react should 407

assistance be required. 408

3.6 Emergency Responders 409

Emergency responders should be fully aware of PSAP Contingency plans. This should include 410

support and services that may be compromised during critical situations, as well as actions from the 411

emergency responders required to support the PSAP. 412

4 Continuity of Operations 413

Policies and procedures should be developed to ensure Continuity of Operations for the PSAP. This 414

includes but is not limited to: 415

4.1 Orders of Succession 416

Policies and procedures should be developed to ensure a clear delineation of chain of command. 417

4.2 Delegations of Authority 418

Policies and procedures should be developed to ensure a clear line of authority exists, with protocol 419

for change of authority in critical situations. 420



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4.3 Essential Functions 421

Essential functions are those that are critical to the mission of the PSAP. PSAP Authorities should 422

identify their essential functions and ensure contingency plans are in place for continued operations. 423

4.4 Alternate Capability 424

An appropriate alternate site or sites should be identified where essential functions can be carried out 425

if the PSAP can no longer perform the function(s). Capability should be expandable to meet either 426

short, mid or long term requirements. 427

4.5 Vital Records 428

Each PSAP should develop policies and procedures to protect paper, electronic, voice, data and any 429

other records as required by law. It is recommended that vital records be protected by either data 430

being backed up to an off-site location or if being stored on site be kept in flame/heat proof 431

containers. 432

4.6 Capability to Sustain Operations 433

Each PSAP should have a clear understanding of their sustainability. This includes at the minimum 434

food, power, HVAC, staffing and basic requirements. Sustainability should include a worst-case 435

scenario such as fuel for back-up power not being able to reach the PSAP or tower site for several 436

days. It is recommended that primary and backup generators have a minimum of seven days fuel 437

and that provisions for online (non-stop) refueling be addressed. PSAPs should consider planning 438

to be self-sufficient for five days. This should include a disaster staffing plan and provisions for this 439

time. 440

4.7 Internal and External Communications 441

Each PSAP should have a clear understanding of internal and external communications and have a 442

multilayered contingency plan. This includes communications networks to surrounding PSAPs, 443

Emergency management, and other associated agencies. 444

4.8 Devolution Plans 445

The PSAP administration should have a plan of devolution for both short and long-term events. 446

Devolution is a plan to address on an interim basis the ceasing of critical functions and elements 447

when the primary facility is incapacitated or unavailable. Including if personnel are unable to enter 448

or occupy the primary facility. Devolution may include using an alternate PSAP on an interim 449

period. REF: FEMA Devolution of Operations Plan Template (April 2013) 450

4.9 Reconstitution Plans 451

After an event the PSAP should have a plan to return to normal operations. 452

Reconstitution Activities3. Reconstitution is an essential function since the continuity event 453

cannot end until reconstitution is complete. Reconstitution includes all of those functions and 454

3 Continuity Guidance Circular 2 (CGC 2) Continuity Guidance for Non-Federal Governments: Mission

Essential Functions Identification Process(States, Territories, Tribes, and Local Government

Jurisdictions)FEMA P-789 / October 2013

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activities necessary to restore full, normal operations, and thus, performance of ALL 455

organization activities. This MAY include activities such as: assessing damage, repairing or 456

replacing facilities and equipment, hiring temporary or new personnel, providing benefits to 457

personnel, recovering and restoring lost records, re-establishing communications, or 458

providing transportation for displaced staff. 459

5 Plans 460

All plans require periodic review and revision. Disaster and Contingency Plans should be reviewed 461

no less than annually. Revision should occur as frequently as needed to remain current. Areas of 462

potential improvement, as found through drills, exercises and events should be used to revise and 463

update plans. 464

6 Drills and Exercises 465

Contingency plans should be exercised to assure the plans will meet the needs of the incident and to 466

find areas of improvement. It is important that all PSAP staff remain current in the implementation 467

of all Contingency Plans. It is equally important that all staff whose task assignments or method of 468

performing tasks are trained and current for the current or alternate environment. 469

Each PSAP should institute a Training Policy and Procedures to provide a framework for staff to 470

remain current in regards to Contingency Plans. The training should include but is not limited to: 471

initial training, ongoing training, drills and exercises. Each step should include either a competency 472

sign off or areas of improvement. If areas of improvement are found then a plan of action and 473

re-evaluation should occur prior to competency sign off. 474

7 Recommended Reading and References 475

1) NENA INF-017 (originally 53-001) Communications Center/PSAP Disaster and 476

Contingency Plans Model Recommendations 477

2) NENA-INF-016 (originally 08-506) NENA Emergency Services IP Network Design for 478

NG9-1-1 Information Document (DRAFT) 479

3) NENA-STA-009 (originally 53-002) Mutual Aid Standard Model Recommendation 480

4) NENA-INF-019 (originally 53-501) NENA Resource, Hazard and Vulnerability Analysis 481

Information Document (DRAFT) 482

5) NENA-INF-015 NG9-1-1 Security Information Document (DRAFT) 483

6) National Fire Protection Association, Standard 1600, Disaster/Emergency Management and 484

Business Continuity Programs. 2016 edition 485

7) APCO/NENA ANS 1.102.2-2010: Public Safety Answering Point (PSAP)-Service Capability 486

Criteria Rating Scale 487

8) NENA-INF-006 Next Generation 9-1-1 Planning Guidelines Information Document 488

http://www.nena.org/?page=PSAPDisasterPlans

http://www.nena.org/?IP_Network_NG911

http://www.nena.org/?page=MutualAidStandard

http://www.nena.org/?page=HazardAnalysisStnd

http://www.nfpa.org/codes-and-standards/document-information-pages?mode=code&code=1600

https://www.nena.org/?page=ServiceRatingScale

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9) CSRC Computer Security Resource Center, National Institute of Standards and Technology. 489

http://www.CSRC.NIST.gov 490

10) Continuity Guidance Circular 2 (CGC 2) Continuity Guidance for Non-Federal 491

Governments: Mission Essential Functions Identification Process (States, Territories, Tribes, 492

and Local Government Jurisdictions) FEMA P-789 / October 2013 493

11) NENA-STA-010 (originally 08-003) Detailed Functional and Interface Standards for the 494

NENA i3 Solution Stage 3 (DRAFT) 495

12) FEMA Devolution of Operations Plan Template (April 2013) 496

497

http://www.csrc.nist.gov/




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8 Previous Acknowledgments 498

NENA 53-503 Executive Board Approval Date, 06/09/2007 499

Members: Company/Agency

John Haynes – Contingency Planning Chair Chester County, PA

Woody Glover Saint Tammany Parish, LA

Monica Million City of Grand Junction Police Department, CO

April Heinze Eaton County Central Dispatch, MI

Gordon Vanauken L. R. Kimball and Associates, PA

Kevin Walker Louden County E9-1-1, TN

John Struemer Hamilton County, TN

John Dejung City of Minneapolis 911/311, MN

Gil Baily Harrison County, MS

Melody BonAmi Manatee County, FL

Janelle Guillory Calcasieu Parish 9-1-1, LA

Brett Bonin Bell South, LA

Alan Wells St. Francis Joint Communications, MO

Steve Makkay, Sr. St. Charles, MO

Candice Rist Verizon, DC

Thomas McCarty Kentucky State Police, Frankfort KY

Dave Cox Skamanda Co. Sheriff’s Dept, Stevenson, WA

Joseph Saiia Burlington County DPS, NJ

Elaine Sexton Georgia Emergency Management Agency, GA

Loren Hebert Eaton County Central Dispatch, MI

Bob McNeill Washington County 9-1-1, TN

Steve Smith Rutherford County 9-1-1, TN

Buddy Shaffer Sumner County 9-1-1, TN

Chip Darius Chip Darius and Associates, UC

Brad Herron Hillborough County Sheriff, Tampa FL

Jack Zaldivar AT&T Public Safety, San Antonio, TX

500

501



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Exhibit A –PSAP Survivability Readiness Checklist 502

503

PSAP SURVIVABILITY READINESS CHECKLIST 504

505

PSAPs can use this template to evaluate their readiness to prepare for and to survive events that may 506

cause interruption to PSAP operations. The template can be adapted to local architecture and 507

requirements. Furthermore it can be used to track recommendations and areas for improvement. 508

PRIMARY RADIO SERVICE INTERRUPTION

Date: Recommendations for Improvement

Console Failure


Access to Radio

System


Grounding

Protection


Encryption


Backup Radio


Agency Specific

Considerations

509

510

511

512

513



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PRIMARY ALERTING SYSTEM


System failure

514

PHONE SERVICE FAILURE


CTI Equipment

Date: Area for Improvement

PBX


Hosted/Managed


9-1-1 Trunks/Lines


Backup

access/Alternate

Routing


ESiNet IP Network


Agency Specific

Considerations

515

516



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PSAP EVACUATION PLAN


PSAP Evacuation

Plan

EMERGENCY STAFF NOTIFICATIONS


Emergency Staff

Notifications

INTERNAL SECURITY ALERT/INTRUDER/BREACH


Internal Security

alert/intruder/breach

517

Backup Power Supply


Backup Power

Supply

UPS SYSTEM


UPS System

518

CAD System Failure


519

UTILITIES NOTIFICATIONS




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NUCLEAR GENERATING PLANT EMERGENCY


System failure

520

(Agency Specific)


521

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