This section is for sample policies, procedures, and other documents that can be customized for use in your PSAP.
Sample 1
Policies and Procedures
Interagency agreement for alternate routing of 9-1-1 calls
Telecom Letters
External Sources
APCO American National Standards
NENA Operations Committee Standards
NENA Technical Committee Standards
APCO and NENA have a great number of standards and model policies that can be customized for your PSAP.
IGAs, MOUs, and Other External Agreement Documents
General/Introduction v1
Motor Vehicle Crashes
These sample policies and procedures are from actual PSAPs. The agency names have been removed. Policies will need to be customized to match those of your local responding agencies and the needs of your PSAP. These policies are meant to be initial draft documents only, and the Resource Center takes no responsibility for their use.
Alarm Responses
Alert Tones
Amber Alerts
Sample 2
These are surveys intended to be filled out by members of responding agencies.
Press Releases
National Public Safety Telecommunicator Week
PSAP Contingency Plan
The ads below are provided by Google. The Colorado 9-1-1 Resource Center does not endorse any of the products or services listed, nor does it receive compensation directly from these advertisers.
Contact Us
Sample letter for VoIP Provider not remitting 9-1-1 surcharges.
Sample Phase II request letter
Missing/Exploited Children
ANI/ALI
Some policies are too specific to a particular agency for us to provide a meaningful sample policy, but you should consider policies to cover these topics:
Call Management
Call Prioritization
Call Taking
Cellular 9-1-1
In general, documents here fall into in of four categories, or can actually contain a mix of the four types:
1. Policies: Provide employees general rules governing their action. A violation of policy is considered actionable by management.
2. Procedures: Provide employees specific, step-by-step instructions for performing a work-related task. Failure to follow procedures can also be actionable, but remedial training may be more appropriate, depending on the situation.
3. Guidelines: Provide techniques, "rules of thumb", and tips and hints to help the employee successfully complete their tasks, to be used at the employee's discretion. Guidelines are not actionable.
4. Background: Provide background information and reads more like a training document than a step-by-step guide. Ex: A document that describes the geography of the PSAP's jurisdiction.
The best policy documents make clear what content is policy, what is procedure, what is guideline, and what is background.
CCIC/NCIC
Colorado Life Trak Policy
Backup
Critical Incidents
Detectives
Emergency Medical Dispatch
E9-1-1 Terms
Non-Work Related Activities
Leave Time
Lo/Jack
Media/PIO
Mobile Data Computers
Neighborhood Canvasing
Online Reporting
Abbreviations/Terms
Relay of Colorado
Reporting Party
Status Checks
TTY/TDD Usage
Vehicle Lockouts
Vehicle Pursuits
Voice Recording System
Other Policies
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