An Operational Perspective on

Broadband Technology for Emergency

Communications Centers
K a r i m a H o l m e s , M P A , E N P, R P L
Washington, DC, USA
About Me
• Senior Director, ShotSpotter Incident Review Center
• FirstNet Board Member
• 911der Women, Inc. Board Member
• 20-Year 9-1-1 Communications Industry Veteran
• Homeland Security and Crisis Management Expert
9-1-1 Then & Now
Evolution of Emergency Communications

• Legacy hardware, software, and technology

• Leap from manual call processing to tech automations

• Handsets to soft phones; landlines to wireless devices, and
telephony/CAD integrations

• Emerging Technologies
• Text-to-911 and wireless location accuracy applications

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NextGen 9-1-1
Future of Emergency Communications

• NENA’s Future Path Plan

• NG9-1-1 architecture and operations standards, and implementation

• Call Delivery Systems

• Emergency Service IP Networks (ESInet)
• Advanced Broadband Networks (ex, FirstNet)

• Tech Program Optimizations

• Enhanced data flow – dynamic data like pictures and videos

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NextGen 9-1-1
Practical Considerations

• Balancing the Public’s Expectations

• Personal communications tech capabilities vs legacy public safety communications infrastructure

• Commercial Advancements are Driving Industry Change

• 80% of 9-1-1 calls are made from wireless devices
• Wireless Location Accuracy and dispatchable location challenges; currently GPS tracking and location
info is readily available through commercial personal services apps and programs (Uber, etc.)

• The Role of the Telecommunicator Will Expand

• Influx of dynamic data will need to be analyzed real time
• Viewing crimes in progress or fresh crime scenes may be traumatizing

• Federal Support for Uniform Deployment Across all ECCs

• Structured, nationwide ESInet technology implementation
• Adequate funding

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CASE STUDY
FirstNet and the COVID-19 Pandemic

Washington, DC – Office of Unified Communications

 400 employees
 Activation of 3 “hot” worksites; primary center, secondary center & T.H.O.R.
 68% of personnel moved to remote assignments
 Provided remote personnel with MiFi devices powered by FirstNet
 City-wide coronavirus response support via 311 platforms
 Interoperability for city’s first responders with mutual aid partners during 59th Presidential
Inauguration and January 6th insurrection on U.S. Capitol

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SUCCESS STORY
Shared Vision and Dedicated Resources

Metropolitan Washington Council of Government’s ESInet Project

 COG is an independent, nonprofit association, with a membership of 300 elected officials

from 24 local governments, the Maryland and Virginia state legislatures, and U.S. Congress

 Share information and develop solutions for the region’s major challenges

 Advance the Region Forward Vision, which maps out ambitious goals and targets for a
more prosperous, accessible, livable, and sustainable future

 Model collaboration for the nation

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KEY POINTS
To P r o t e c t a n d To S e r v e

 Sound approaches to complete evolution to NG9-1-1 require coordination, legislated

support and dedicated resources

 ECCs should maintain a ready posture; poised to embrace enhanced technology

 ECCs should begin to prepare personnel now

 Embracing a shared vision amongst stakeholders will ensure successful transition

 Technology enhancements in ECCs strengthen the entire public safety ecosystem

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Thank You.
Connect with me:
kholmes@shotspotter.com
Karima Holmes MPA, ENP, RPL | LinkedIn