ENP Study Group - Denver Colorado

Earning Your ENP Certification: Professional Benchmarking for Everyone Involved in Emergency Number Program Management

Why Do We Need It?

• Demonstrate a mastery of the comprehensive knowledge base

• Help to raise industry standards and increase the respect and prestige of those involved in 9-1-1

• Confirm your commitment to the 9-1-1 profession by showing yourself to be a leader in public safety and pledging yourself to stay aware of current issues and developments in the field

Goals of Certification

• To establish the comprehensive body of knowledge for Emergency Number Professionals.

• To promote a standard of competence for Emergency Number Professionals that will be recognized and accepted by the 9-1-1 profession, government agencies, the business community, and the general public.

• To ensure an awareness of current issues and developments in the 9-1-1 profession.

• To provide formal recognition of individuals for professional achievement.

• To encourage professional growth and enhance the self-esteem of Emergency Number Professionals.

ENP Exams

•Scheduled for two-week periods four times a year.

Examination Schedule 2014-2015

Test Period

Test Dates

Application Deadline

Spring 2014 April 5-19, 2014 March 10, 2014

Summer 2014 July 19 - August 2, 2014 June 23, 2014

Fall 2014 October 4-18, 2014 September 9, 2014

Winter 2015 January 17-31, 2015 December 15, 2014

Exam Content

E91-1 Operations (50%)•Telecommunications Operations (35%)• Information Systems ( 10%)•Legislation (5%)

E9-1-1 Management (50%)•Management of Organization (20%)•Management of Employees (25%)•Legislation (5%)

Sample Question

A consolidated Public Safety Answering Point (PSAP) provides communication services for :

a. more than one area code

b. a local government entity

c. more than one agency or department

d. one Emergency Service (EMS) Provider

c. more than one agency or department

Study Tips

• Review your areas of expertise

• Body of Knowledge

• ENP Reference Manual($50.00)

• NENA Resource Guides & Educational Courses

• Study Groups

• Dedicated study time

The Exam

• 150 Multiple Choice Questions• Proctored Exam• Content: E9-1-1 Operations (50%)

E9-1-1 Management (50%)• Questions are not designed to “stump” you … clearly one best answer … and three distracters.

Passing score is 105 . . . or better !

Fee Summary

Examination Fee (includes a non-refundable $40.00 processing fee)

•NENA Members $420.00* •Non-members $500.00*•Study Guide $50.00•Practice Test $75.00•Study Guide &Practice Test $100.00

Employers looking for ENP’sDirector Of CommunicationsIllinoisTri-Com Central Dispatch (WWW.TRI-COM911.ORG) is accepting applications for the position of Director. Tri-Com provides 9-1-1 dispatch and radio services for St. Charles, Geneva, and Batavia police and fire departments and the Elburn Fire Department. These districts serve a population of 125,000. Tri-Com has 22 employees with an FY 08 budget of approximately $2.1 million. The Director works under the direction of the Tri-Com Board of Directors and is responsible for the overall management of the agency, exercise of financial accountability throughout the organization, the quality of dispatch operations, development of appropriate policies, interaction with members, county, state, and federal agencies in training and emergency preparedness, and leadership of the budget process and planning efforts. Candidates should possess a Bachelor’s degree and a minimum of seven to ten years of progressively responsible experience in public safety dispatch and telecommunications operations, or equivalent education and experience. NENA ENP certification is desirable. Candidates must have excellent leadership, management, and interpersonal skills, including the ability to interact positively with a wide variety of officials and staff in emergency service agencies. Knowledge of police and fire operations and experience in quality management techniques is a must. Candidates should also possess knowledge of radio, telephone, CAD systems, and related public safety communications technology. The salary range is $79,030-$111,571. Starting salary will be commensurate with qualifications and experience. The City of Geneva is an equal employment opportunity employer.

Position Closed : March 31, 2009

$79,030 - $111,571

http://www.tri-com911.org/

“Why Be An ENP?”

• Required to hold a national NENA office – some state chapters are also reviewing

• Personal and Professional growth• Industry recognition• NENA Program discounts ~

Ranging from $35 - $225• Special ENP programs and events• Use of “ENP” designation • Demonstrates your ongoing commitment to

9-1-1 & public safety • ENP certification as a job requirement or “value

added” for employment opportunities

INTRODUCTIONS!Me on ‘Mids’ circa 1982

INTRODUCTIONS!Me on ‘MEDS’ circa 2014

INTRODUCTIONS!NOW YOU!

MLTS/PBX VSP and WirelessPresented by Mark J. Fletcher, ENPChief Architect, Public Safety Solutions - Avaya

STUDY GROUP

1717Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.

What is an MLTS/PBX?

NENA Official Definition: A system comprised of common control unit(s),

telephone sets, control hardware and software and adjunct systems used to support the capabilities outlined herein. This includes network and premises based systems. E.g., Centrex, VoIP, as well as PBX, Hybrid, and Key Telephone Systems (as classified by the FCC under Part 68 Requirements) and includes systems owned or leased by governmental agencies and non-profit entities, as well as for profit businesses.


What is an MLTS/PBX? (Plain English)

It’s a Phone System: There are a bunch of phone lines in a building

that are shared by a greater bunch of telephones.

You can dial internally from station to station, and there is typically an ‘access code’ to dial an outside number

Your call will enter the PSTN on one of the shared trunk facilities

You may or may not send a unique Caller ID depending on the system configuration

This is a problem for 9-1-1


MLTS / PBX

TELCO 9-1-1MLTSPBX

555-1001

555-1002

555-1003

. . .

555-1099

555-2001555-2002555-2003

555-3000

The private branch exchange (PBX) creates a special challenge for 9-1-1.

PBX locations may be:• A single location• A campus with many buildings• A distributed architecture with satellite offices

In many cases, even though the individual originating station has a specific TN, that number is not displayed to the PSAP. The number displayed is a general trunk number and not relevant to the caller.

PBX may send Trunk ANI Carrier may send Billing ANI

Carrier PS-ALI

ALI Dip Based on ANI


PBX using PS ALI

TELCO 9-1-1MLTSPBX

555-1001

555-1002

555-1003

. . .

555-1099

Station TN Sent as ALI

The Private Switch ALI (PS ALI) Database provides the ability for Enterprise users to supply information to fields in the database.

It is the responsibility of the Enterprise customer to provide a solution to update PS ALI and updates are typically NOT in real time.

Solution is only applicable to locations serviced by the Selective Router, but can provide service to campus and branch offices that are in the same 9-1-1 service area.

Station TN Sent as ALI

Carrier PS-ALI

555-2001

555-2003


EnterpriseLocation


NENA Model Legislation for MLTS

The NENA Model Legislation documents introduced the concept of ‘zones’ within the building

These response areas are called Emergency Response Locations (ERLs)

A number is assigned to each ERL so it can be tied to a specific ALI record

These numbers are known as Emergency Location Information Numbers or ELINs

ELINs may be virtual resources in the PBX and not associated with a specific physical device

555-1301 555-1302 555-1303

555-1304 555-1305 555-1306 555-1307

An ELIN is a Telephone Number with an ANI/ALI record used for zone level reporting to the PSAP


VoIP MLTS / PBX

TELCO 9-1-1MLTSPBX

555-1001

555-1002

555-1003

. . .

555-1099

555-2001555-2002555-2003

555-3000

In an MLTS environment, the technology used at the end point is not relevant to how an emergency call is routed.

Phones can be Analog, Digital, Hybrid or IP

When the call enters the Public Switched Telephone Network, it is the same regardless of the origination device type.

PBX may send Trunk ANI Carrier may send Billing ANI

Carrier PS-ALI


PHONE TYPE DOES NOT MATTER!


Wireless – Cellular 9-1-1

Wireless E9-1-1 is mandated where E9-1-1 is available in the US and Canada

NENA has many articles and documents on the http://NENA.Org website available for ENP Candidate study.

Due to the nomadic and roaming behavior of a wireless device, the TN is cannot be tied to a specific address.

This creates a problem for location reporting on E9-1-1 calls to the PSAP.

http://NENA.Org/


New Terms to Aide in Location

Pseudo ANI (pANI) is a generic term for 2 more specific terms to deal with mobile location: ESRD and ESRK

Sector 1

Sector 2

Sector 3

Cell Tower Sector Coverage

ESRD Emergency Service Routing Digit

• One ESRD number identifies a sector

• Each call from a given sector used the same ESRD

• Each ESRD has a fixed ALI record with Tower and Sector information

360° / 0°

120°240°


New Terms to Aide in Location (con’t.)

ESRK (Emergency Service Routing Key)-Used for Wireline Compatibility Mode. A number that uniquely identifies a particular call

An ESRK is not tower/sector specific

It is used to route the call through the network and retrieve the associated ALI data

Sometimes referred to as ALI Steering

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 26Avaya Proprietary – Use Pursuant to Company Instruction.

Wireless Phase I and Phase II

SELRTR

9-1-1MSCpANI 111-5678

Carrier ALI

ALI Dip Based on pANI

MPC

555-100

1

1. Wireless subscriber dials 9-1-12. Wireless network delivers call to MSC3. MSC sends sector/CBN to MPC4. MPC selects a pANI 5. MSC sends call to Selective Router6. MPC creates ALI record with Location (pANI)7. PSAP bids on pANI8. ALI record steers query to MPC9. Phase I / II data returned to PSAP

Carrier ALI

pANI 111-5678

ALI Steering toMPC Loc DB

1

2

34

5

6

7

89

Phase II Data can be ‘re-bid’

Re-bids may be requested every 20 to 35 secondsCanada has standardized on 35 secondsProvides confirmation of location and limited tracking of calls in motion


VSP - VoIP Service Providers (Vonage)

NYC POP

Cust/Sub

Cust/Sub

Cust/Sub

Cust/Sub

Cust/Sub

Cust/Sub

Cust/Sub

LAX POP


VSPs connect via Tier 1 VPC carriers

TIER 1 VoIP

PositioningCarriers

PSAP PSAP PSAP PSAP


Time for a Snack and a Break

E9-1-1 DatabasesPresented by Mark J. Fletcher, ENPChief Architect, Public Safety Solutions - Avaya

STUDY GROUP


SOI is a file of completed service orders that is sent to the DMS by ALL service providers. It is commonly called the 9-1-1 Extract as it only contains 9-1-1 relevant information on Adds, Changes, Deletes and Unlocks/Migrates.

The information is processed against the MSAG to create records for the ALI database.

SOI (Service Order Input)


MSAG is a listing of all addresses in a 9-1-1 service area. Streets are assigned selective routing codes or Emergency Service Numbers (ESNs). These enable proper routing of 9-1-1 calls. MSAG is normally maintained by the 9-1-1 Authority’s E9-1-1 Database Coordinator who correlates the information from all of the providers.

MSAG (Master Street Address Guide)

MSAG

County GISUSPS

Telco


ALI is the final result of the processing of the data extracted from the customer service records against the MSAG. The data contained in ALI is presented to the 9-1-1 call taker after a query based up a TN received with the call.

PS-ALI is an additional service that allows customers to include limited additional information on the record.

ALI (Automatic Location Information)


These records are used by the Selective Router and are a result of the SOI records being processed against the MSAG. They provide the routing instructions for the Selective Router Database (SRDB) to route a particular ANI received to the appropriate ESN that has been defined as the terminating PSAP.

SRS (Selective Routing System)


This call type occurs when the 10-digit number assigned to the CAMA trunk has been dialed directly form the PSTN. The caller should be queried and asked what number they were calling and what number the call was placed from.

These could also be potential TDoS attacks in an attempt to tie up 9-1-1 lines into a center.

ANI / ALI ERRORS – Anonymous Calls


Trouble encountered with the ALI displayed data classified as “No Display” literally means No Display. At most, the cursor appears on a blank screen and no ALI data, or any other data is displayed.

THIS IS NOT the same as a Record Not Found condition.

ANI / ALI ERRORS – No DIsplay

Drag picture to placeholder or click icon to add>_


If possible, the PSAP Call Taker should query the caller as to whether they have had a TN change or new service in the past few days. If so this may be an indication that their customer records are still being processed.

Queries on mobile numbers will always show ‘Record Not Found’.

Queries must be made against the pANI.

ANI / ALI ERRORS – Record Not Found

Drag picture to placeholder or click icon to add>RECORD NOT FOUND


We’re DONE!