statewide emergency communications board ng911 … jun...of the project in mn. included in the...

STATEWIDE EMERGENCY COMMUNICATIONS BOARD NG911 Committee

Wednesday, June 21, 2017 at 1:00 p.m. HSEM State EOC, 445 Minnesota Street Suite223, St. Paul

Conference Call* Dial‐in: 1‐888‐742‐5095 Code: 4898249110#

Chair: Darlene Pankonie Video Conference I.D. 801968

AGENDA

Call to Order Approval of Agenda Approval of Previous Meeting’s Minutes (April) Announcements Action Items

• Amendment 2 to Statewide NG9‐1‐1 Plan (Text‐to‐911) Revised w/Attachment • Text to 9‐1‐1 Technical Standard

ECN Reports

• E911 Audit and App/Software Solution Report Out (Kelli Peters) • GIS Project and Emergency Service Map Viewer Information (Adam Iten) • Firewall RFP/Shared Call Handling Systems (Dan Craigie) • WERM/ Text-to-911 Operational Standard Status (Dustin Leslie) • Text-to-9-1-1 Deployment Timeline DRAFT/FAQ v3 (Dana Wahlberg and MCP) • Status Board (Cathy Anderson)

Old Business

• County 9‐1‐1 Plans/ SECB 9‐1‐1 Participation Plans!! o Clearwater, Clay, Fillmore, Freeborn, Houston, Kittson, Roseau, Wabasha, Wadena,

Watonwan • GovDelivery migration • Upcoming Convergence of Technologies Tabletop Exercise

o June 27, 2017 0900‐1300 St. Cloud Police Department New Business

• Fargo/Cass County, ND interest in Full ARMER Participation Plan • OEC/ICTAP Continuity of Operations Plan (COOP) training

Regional Reports

• Northwest (Shafer/Olson) • Northeast (Olson/Erickson) • Central (Diehl/Norstegard) • South Central (Wallace/Reimers) • Southeast (Betcher/Evers) • Southwest (Veen/Schacherer) • Metro (McPherson/Bowler)

Standing Committee Reports

• NG911 Best Practices Subcommittee (Dustin Leslie) • GIS Subcommittee (Adam Iten)

Adjourn

Attendance Member/Alternate Darlene Pankonie, Chair/ Capt. Kathy Hughes, MN SHERIFFS ASSN Nancy Shafer/ Jill Olson, NORTHWEST MINNESOTA Steve Olson/ Patrice Erickson, NORTHEAST MINNESOTA Judy Diehl/ Jody Norstegard, CENTRAL MINNESOTA Wayne Betcher/ Faith Evers, SOUTHEAST MINNESOTA Pat Wallace/Peggy Reimers, SOUTH CENTRAL MINNESOTA Nancy Veen/ JT Schacherer, SOUTHWEST MINNESOTA Mary Borst, Vice Chair/Marion Larson, MAA Ross Tiegs/Vacant, MN CHIEFS OF POLICE Tim Boyer/Christine Krajsa, STATE PATROL Matt Goodman/vacant, GIS Dana Wahlberg/Adam Iten, ECN Deb Harmon/ Vacant, TRIBAL PSAP Christine McPherson /Susan Bowler, METRO MINNESOTA Ward Parker/Vacant, MN FIRE CHIEFS *Members attending are marked with yellow highlight. Guests reporting: Brandon Larson, St. Cloud Al Fjerstad, Central Minnesota Rick Juth, ECN Kim Hegg, West Jake Jacobson, CTL Mike Beagles, MCP Sherri Griffith Powell, MCP Dan Craigie, ECN Kelli Peters, ECN Cathy Anderson, ECN Melinda Miller, ECN Jill Bondus, Rice/Steele, SE Bryan Kyllonen, PSC Alliance Pete Eggimann, MESB Dustin Leslie, ECN

Call to Order _______________________________________________________________________________

Chair Pankonie calls the meeting to order at 1:08PM Approval of Agenda _______________________________________________________________________________ Judy Diehl makes a motion to approve the agenda. Pat Wallace seconds the motion. The motion carries.

Approval of Previous Meeting’s Minutes (February and March) Kathy Hughes makes a motion to approve the February Minutes. Marion Larson seconds the motion. No discussion The motion carries. Diehl asks if we don’t have a quorum do the minutes need to approve. March meeting did have a quorum late. Mines clarifies that other committees do seek approval for those minutes. Judy Diehl makes a motion to approve the March minutes. Peggy Reimers seconds the motion. No discussion The motion carries. Announcements - None __________________________________________________________________________________

_____________________________ Action Items

_______________________________________________________________________________

Statewide NG9-1-1 Strategic Plan Wahlberg states that the committee wants to have a plan similar to what other programs have with the SECB. Originally drafted back in 2011 it was a comprehensive, and accurate plan for the first phases of the project in MN. Included in the materials is a follow up progress report for the term prior to this plan. The next two documents are amendments for future initiatives, or better stated that we are currently working on these items and they were discussed last meeting. The Text to 911 technical standard is being introduced new this month. There are no changes in this document since last month’s discussion. These four topics were discussed last month.

Wahlberg makes a motion to approve the Statewide NG911 Strategic Plan. Christine McPherson seconds the motion. No discussion. The motion carries. Motion moves forward to the SECB. ___________________________________________________________________________

Statewide NG9-1-1 Plan Progress Report

Wahlberg makes a motion to approve the Statewide NG911 Plan Progress Report (the Segway document) from the date of the strategic plan in 2011 to the present time. Judy Diehl seconds the motion. No discussion. The motion carries. Motion moves forward to the SECB.

_______________________________________________________________________________

Amendment 1 to Statewide NG9-1-1 Plan (SIP Enablement)

Wahlberg makes a motion to approve the amendment 1 to the Statewide NG911 Plan which describes SIP enablement in the PSAP. Faith Evers seconds the motion.

Discussion: Pankonie mentions that two typos were corrected in the document, they were minor corrections marked in red. No further discussion. The motion carries. Motion moves forward to the SECB. _______________________________________________________________________________

Amendment 2 to Statewide NG9-1-1 Plan (Text-to-911)

Wahlberg did make some changes to the language of the document. Pankonie states that the last paragraph on page 2 was updated to reflect the discussion to make it clearer. The document was adjusted to make the action clearer on what happens after Dec 2018. Amend the document to read on page 3 ECN will pay both the monthly recurring and initial charges with the text control center on behalf of the PSAP’s in MN. Asked for clarification that ECN will pay the initial cost and recurring charges with the text control center on behalf of the PSAP’s in MN. Wahlberg makes a motion to approve amendment 2 for Text to 911. Pat Wallace seconds the motion. Discussion – Bryan Kyllonen – Hennepin County Sheriff Kyllonen, questions about the language. He is working with Hennepin County of MOU’s would like to clarify that on the third line down on last paragraph of page 2 of the document that the statement “Until other PSAP’s are ready to take their own texts” be changed to read, “until other PSAP’s begin to take their own texts or until Dec 2018.” Wahlberg was fine with the change. Kyllonen also asked if “train personnel while supporting rapid 911”, can “rapid” be clarified? Wahlberg clarified that she meant speedy, the clarification was made. Kyllonen was ok with the clarification. Hughes agreed. No further discussion. The motion carries. Motion moves to the SECB. _______________________________________________________________________________ Text to 9-1-1 Technical Standard Pankonie states that this is a new document – being presented for the first time. Wahlberg apologizes for the document missing. It will be moved to the next meeting. No motion _______________________________________________________________________________ Mines asks the chair if these materials for the May 1st meeting should include a presentation since it will be with the larger group. These are important topics and she believes it will make the topic more interesting. Pankonie agrees that it should be a presentation. The SECB includes a pretty length list of topics. It

will be presented at the SECB meeting at MN PS Communications Conference on May 1st at the St Cloud convention center. There will be extra chairs so everyone is encouraged to attend and welcome. ECN Reports

E911 Audit and App/Software Solution Report Out-(RapidSOS) (Kelli Peters) E911 Audit statistics include 90 out of 98 counties responding, 4 counties requested extensions, 1 county is just late, and 3 were resolving issues. RapidSOS is a smartphone software application that aids with inaccurate location information that is reported to the PSAP. Reinhart Eikel is a representative for RapidSOS. Smartphones have accurate location information. Embedded into the smartphone are sensors for WIFI, GPS coordinates. It also uses cell tower triangulation measurements. This information is sent to the PSAP. Two components are required. The smartphone must have the software, Android has the software already, and just needs to have the switch turned on by Google at will, RapidSOS is still in talks with Apple, they are still working on the details, CAD needs to be updated, which is coordinated with the call system vendor. Intergraph and Tritech the software is free to PSAP’s. Vendors may charge for modifications to CAD. Once it is integrated, a call will submit a query to clearing house send to PSAP’s faster than phase 2 information. Texting and location have been tested working together in Maryland and TN. Washington County will be testing later this year with RapidSOS. The project is asking for other counties to help with the testing exercise. Kelli has collected data from TN, and she can be contacted for further details. LAASER results are in the packet. GIS Project and Emergency Service Map Viewer Information (Adam Iten) Kickoff meeting effort for data preparation routines and efforts is happening across the state. Data preparation continues with MESB as it has for the last couple of years. Counties in the metro area are getting closer to the finish, and are almost have data ready to go. Thank you MESB. All of the counties have been visited in the NE and SE region complete. Central almost done. Sherburne County has a meeting tomorrow. Mille Lacs County will get a visit next week. SC NW SW should be starting to hear from Holly Kim, on the MNGeo Team to schedule meetings. The group was doing individual meetings, but are finding they are able to group some counties together. Up to three counties can have a joint meeting. It is typically a three hour session. Iten wants to make it a personable meeting with the groups to go through data, and hear concerns, and build relationships. Team is learning a ton. He appreciates feedback. In some cases have had Sheriffs participating for 5 minutes or for the whole time. All participation is appreciated. The further along more groups are including vendors as well. Included in the materials is a map of the kickoff status. Data preparation effort has started. NE region has done a lot of work. Some counties have been proactive, and gone above and beyond. The team is taking a methodical approach to clean up with community names and street names, with a goal of matching 98% or greater match between ALI and the county data. This is something that is going to benefit the GIS data immediately. Counties will start to see improvements in land line calls today. The pinpoint on the map will be better, will get immediate benefit. Iten encourages the counties to continue to update maps as we move forward. Community and streets are being evaluated, looking at edge mapping for PSAP boundaries. The team is creating a map viewer so that all GIS people can see where those boundaries are for review with PSAP Manager. Iten is looking for glaring gaps in the boundaries, to be able to piece them all together. Over time all of it will be snapped to the streets. Matt

Goodman, St Louis County was kind enough to pilot some of these efforts, getting some feedback from Matt, and looking at results before rolling out to other regions. GIS username and passwords will be issued to allow access to viewer to show status of the boundaries to review gaps. GIS person can put a note for changes to move boundaries as needed for the PSAPS when boundary lines are agreeable. The information needs to be incorporated into the PSAP maps with any other layers, in order to keep a living live PSAP map boundaries going forward and live on the portal. Next few months PSAPS are looking at it and can start ironing it out. Will let people know when the copy starts to get to a final stage. Starting to look at the maintenance routine. The goals are to keep it current like MSAG. What is the process with GIS data? Everybody has road center lines that are still in the county sets, hoping at the end of this year to have good aggregated center lines and addresses for everyone. Metro will probably go first, NE next, until Statewide is stitched together. There is a significant level of work to get local level data accurate. Standards are big on the milestone calendar. The standards are in their third stakeholder review. We are asking everyone to look at them. Hopefully GIS person is working with PSAP managers. Item will take comments as before, respond as necessary, revise as needed, and look at approval after that. The timeline is projected to have version 1 approval of standard by the end of summer. Setting a standard is a big FOCUS. It influences the building of scripts. Standard changes can ripple the code development and scripting of the mapping process. Version 5 of the newsletter is the latest and greatest. Copies have been sent out. Ready for Questions? Pankonie reiterates to Matt Goodman thank you for all his efforts. Firewall RFP and Abandonment/Alternate Routing (Dan Craigie) The firewall RFP closed April 10th. Admin, and one vendor, requested extensions delayed the process by 10 days, but everyone agreed this was best to delay the response by ten days. Administration received five responses, Element Technologies, Insight Public Sector, CenturyLink, Airbus, and 20/20 Technical Advisors. Administration was happy with the quantity and quality of the bids. Three of the five have specific public safety experience. Local companies/national companies were represented. There is a team of 6 in place for reviewing responses with strict deadlines for review. There is a desire to create a subcommittee for defining the firewall policies for access and security standards for the devices moving forward. Also working on the more technical guidelines within the SIP enablement guidelines as well. Questions? The Alternate and Abandonment routing: Craigie met with individuals from MESB, other regions, and Century Link. They created an information sheet which was included in the meeting materials on how the process works. The attached alternate and abandonment routing guide with SIP enabled the CPE is doing a lot of the work, the non-direct SIP scenario, the network is doing a lot of the work. Craigie is always open to working with the PSAP and County if they need clarification and help with determining that. Matthew Hoffer, service manager at CenturyLink created the story for the front page of the Century Link article. Craigie included it in the document because he liked the story. ECN is still meeting with counties and regions. Craigie sends thanks to Hoffer. Craigie is meeting with regions to present this plan. To show why more than one abandonment should be considered or at list be thinking about abandonments is all positive. Pankonie states the documents are good and matches with her understanding of the process. These plans are finally being cemented in writing and looks valid. Rick Juth asks if the guides will be available beyond the meeting materials. Craigie responds that he was hoping to utilize GovDelivery. He was going to submit it through that process, but will get it out in all ways possible.

Mines states that the training for GovDelivery was rescheduled to match staff timing and the limited window provided to us from GovDelivery. GovDelivery will be out the door as soon as we possibly can. WERM/ Text-to-911 Operational Standard Status (Dustin Leslie) WERM is up and running with bugs. The latest issue has to do with mistakes with Verizon sectors that were uploaded. They need to take all sectors from Verizon out and reload. All sectors in WERM now can be provisioned. Provisioning sectors are an issue because they are still loading Verizon sectors. Some people are confused as to why they are getting or not getting emails on Verizon sectors because they are missing. If you are missing emails because you have sectors showing up without notification, contact Dustin to get back on the list. Is there a contact for NW, Pankonie states that Carrie Swenson retired, and Steve Olson acknowledged need to get a replacement. The text to 911 operational standards are represented by each region. There has been three meetings, and they are working on a draft of the standards. There is at least one person representing each region. There is a first draft ready to go through next meeting. The meeting is May 10th at 1PM. The meeting will be conducted through WebEx so that the materials can be viewed. The meeting will review standards, the purpose, constraints and protocol management of the standard. The Text-to-9-1-1 (Dana Wahlberg and MCP) The packet includes two versions of FAQ’s presented from different managers & PSAPS from last three months. Wahlberg and MCP are obtaining answers for presentation to the groups. The communication documents the seven regional PSAP’s and describes the next steps in the process at a high level. There have been bimonthly vendor calls to Century Link, Airbus, and IES, to create domain names and URI’s for the Vesta Airbus CPE’s. There is an urgency for these because the SH1’s are waiting are in Temecula CA being prepared to ship. URI’s are something that will meet the standard going forward. Craigie and West and a group are meeting on the standard this afternoon. They are continuing to discuss the roadmap, and deployment timeline to better define the timeline for the seven initial regional PSAP’s. An MOU has been distributed, and some have been returned. Thank you to PSAP’s for executing quickly on the MOU’s. Operation Standards work group has been well attended and participated. She states that the operation standards work group was covered by Dustin previously. She has attended one, and it is nice to see the sharing of ideas. Thank you to everyone participating. Judy Diehl – Mille Lacs County is the Central regional PSAP, but the plan has changed to have Stearns County to be a backup. The document will be updated and sent to ECN. Wahlberg They were part of the pilot program so it will be okay. Central region will be bringing it up in the meeting on Friday. The PSAP’s are not looking to divide the duties, but after a text is not picked up for so many minutes the text would be forwarded to STEARNS County. Pankonie states that Craigie’s group should figure out how to deal with texts on abandonments. Cragie is looking into it. He is pursuing those questions and finding answers. Pankonie states that when referring to this committee, to remove the reference to “advisory” since that is not how it is referred to in the statute for consistency sake. Some of the documents previously discussed have “advisory” They will be changed. Status Board (Cathy Anderson)

There was a 9 hour outage of the board over the weekend with no advance notice, and no explanation as to what caused it. The representative stated that it was too technical to simplify. An equipment issue and the fail over was unsuccessful. Pankonie pushed for more clarification on the explanation. HP needs to provide a reason, nothing is too technical that can’t be interpreted by someone in the organization. Anderson will continue to request clarification. The fail over was unsuccessful, HP was contacted, and they are taking steps to prevent in the future. Four PSAP’s called when board was down. Anderson sends the State Patrol a Thank you. Since DPS was upgrading couldn’t send out an email. Anderson requested a teletype state wide to be sent out for notification. Cathy contacted them to assist with communications. The server went down, and there were no calls to Jackie, Jim, or Cathy, which would normally be expected. They did not receive any notification. Washington County was her first notification there was a problem. Email wasn’t working due to an upgrade at DPS. The systems are not connected, but not getting notification. HP apparently failed to follow the process to notify staff when the board was down. Pankonie, Washington county hoping for more details on issue. Rick Juth why not over the regional hailing talk groups. Cathy asked for teletype state wide, Cathy requested the teletype, she didn’t request regional talk groups. Relay to dispatch centers, to personnel. Judy Diehl teletypes were a good idea.

Old Business

Upcoming Conference Public Safety Communications Conference May 1-3 No more input, a few more vendors than usual from Miller. Wahlberg: Keynote speaker comes highly recommended. The latest and greatest information on the website, registration is open has been open for about one month. Questions about conference?

New Business

GovDelivery migration Craigie: ECN and SECB and associated committees will be using GovDelivery on any and all communications will be through this process. Training was postponed due to limited schedules. It has a wonderful aesthetic value, really easy to sign up, and staff doesn’t need to manage all of the emails. It is a better way for us to manage customers. Pankonie will not need to update big lists in Outlook, manage all though GovDelivery. Regional Reports

Northwest (Shafer/Olson) – no report Northeast (Olson/Erickson) – no report Central (Diehl/Norstegard) Diehl: Central had 1 of 3 in person meetings with Craigie on Abandonment and Firewalls, SOP’s on Central Region for Mille Lacs and Stearns to adjust for handling text to 911.

South Central (Wallace/Reimers) Wallace: The region had committee meetings with NG 911 on April 5th, OSO & Users meeting, all three committees approved sending on the best practices training guideline on to RAC, and ECB. Pankonie: The official document name is Best Practice and Training Guidelines. Southeast (Betcher/Evers) Betcher: In Goodhue County they have been having PSAP supervisor meetings. They have created a final draft of guidelines and are presenting to O&O committee. They have signed SIP enablement doc, version upgrade. The region is working on the minimum training requirements. Taking to region SE O&O on May 1st. Minimum Training Standards is the doc name. Southwest (Veen/Schacherer) JT – no report Metro (McPherson/Bowler) Pete – metro region PSAP roundtable is continuing to work on standards, working with Dustin’s group, something in May, They are hosting tomorrow a meeting for Metro PSAP managers to talk through text development, the MOU, and procedural issues with PSAP managers. Working with Craigie for phantom, robo-calls, the City of Fargo seeing more. Can’t definitively determine where they are coming from. Edina, Isanti County had issues, trouble tickets with Century Link have been submitted. CenturyLink start background check in the process, better if investigation is done sooner rather than later.

Standing Committee Reports NG911 Best Practices Subcommittee (Dustin Leslie) Central Region done, NW done, SC meeting on May 25th, SE May 18th, NE May 25th looking at a DRAFT, JT and Nancy in SW are new to the process. Leslie will be working with SW to get them up to speed. GIS Subcommittee (Adam Iten) Reviewed previously

Adjourn Pankonie adjourned the meeting at 2:21PM

Minnesota ECN Strategic Plan Amendment Number Two (2)

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Minnesota Department of Public Safety Emergency Communication Networks

Statewide Text-to-9-1-1 Plan

Amendment Number Two (2) to the SECB Statewide NG911 Plan

PURPOSE

Minnesota’s Department of Public Safety Emergency Communication Networks division (ECN) recognizes the need to provide all citizens with equal access to the highest level of 9-1-1 service available by implementing text-to-9-1-1. Wireless customers have enjoyed the ability to send text messages to other wireless subscribers for several years and within the Deaf and Hard of Hearing community, this has become a very popular method of communication. The Emergency Access Advisory Committee (EAAC) presented a report to the FCC in July 2011 noting that texting has become one of the preferred methods of communication for the Deaf and Hard of Hearing. Text-to-9-1-1 allows this community equal access to 9-1-1 services for the first time in history.1 Text-to-9-1-1 also offers an alternative method for accessing 9-1-1 services when it is not safe to make a voice call, such as during a home invasion, or domestic incident. The goal of the statewide text-to-9-1-1 plan is to provide a proven method for equal access to 9-1-1 for the state’s citizens and visitors in the most expeditious and cost effective way, while allowing local Public Safety Answering Points (PSAPs) to migrate to the service when appropriate for them to do so based on available funding, policy and staffing.

BACKGROUND In December of 2012, AT&T, Sprint Nextel, T-Mobile, and Verizon entered into a voluntary agreement with the National Emergency Number Association (NENA) and Association of Public-Safety Communications Officials (APCO) International in which each of the four carriers agreed to provide text-to-9-1-1 service by May 15, 2014, to PSAPs that are capable of, and request to receive, text-to-9-1-1 service. The Federal Communications Commission (FCC) has placed a priority on deploying text-to-9-1-1 and in his January 2014 statement in relation to PS Docket No. 11-153, Facilitating the Deployment of Text-to-911 and Other Next Generation Applications, Chairman Wheeler stated “We’ve done our part. Now, the PSAPs must do theirs.” The FCC ruling helped to ensure that 9-1-1 keep pace with new technology, and, most importantly, save lives.

ASSESMENT OF OPTIONS ECN has reviewed and evaluated the options available for deployment of a Short Message Service (SMS) solution and has determined the most viable interim SMS text-to-9-1-1 solution and deployment option is to provide statewide service with an integrated solution. The interim text-to-9-1-1 solution will utilize the most commonly available texting technology, carrier native -SMS texting. Carrier native SMS is a feature provided by the carrier, and not a third party texting or messaging application (app) that may be installed on the mobile device. The interim SMS text-to-9-1-1 service provides support for wireless subscribers to send 9-1-1 SMS text messages to PSAPs and for subscribers to receive text replies from PSAPs. Wireless

1 Report on Emergency Calling for Persons with Disabilities Survey Review and Analysis 2011


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customers with SMS service are able to send emergency SMS messages to a PSAP by using the single code “911” as the destination address of the SMS message. SMS text-to-9-1-1 service is national in scope and is independent of any vendor applications implemented in individual PSAPs. BENEFITS OF SELECTED OPTION Providing statewide service in this manner will provide the following benefits to the citizens of Minnesota:

An integrated solution deployed statewide will provide equal access to 9-1-1 services for all subscribers;

A statewide integrated solution will eliminate public confusion and disparate levels of services within the state. All citizens and visitors will have capability to text 9-1-1 and have their call received at a PSAP with trained personnel equipped to handle their request for service;

A statewide approach will allow the state to facilitate a consistent public education message to help ensure the speech and hearing impaired community are aware of the service capability and educated on its use.

A statewide approach will facilitate a more consistent method for training PSAP staff to become proficient and stay proficient in managing text-to-9-1-1 requests for service.

On April 22, 2015, the NG911 Committee Chair presented a text-to-9-1-1 resolution to the SECB asking the it to adopt the resolution for a statewide PSAP implementation approach for Text-to-9-1-1. The motion was approved unanimously. Prior to presenting this to the SECB, each of the seven regions passed the same resolution at the regional level. (See Attachment A)

IMPLEMENTATION APPROACH Minnesota will implement a statewide approach to text-to-9-1-1 service in a phased approach with a cohesively managed methodology. The phased implementation will deploy texting initially in at least one identified PSAP in each of the seven regions. The regional PSAP will accept text on behalf of all PSAPs within the region. This will provide statewide service with all four of the major wireless providers in the most expeditious manner possible. In this way, deployment, testing, and practical application can be monitored and evaluated, and the lessons learned applied to future implementations. Additional PSAPs will deploy the integrated solution as call handling equipment is upgraded by local 9-1-1 authorities. Technical requirements for PSAP Customer Premise Equipment (CPE) to interface with the NG9-1-1 network in deploying text-to-9-1-1 have been created to provide the technical interface requirements between the ESInet and the PSAP 9-1-1 Call Handling System necessary for an integrated text-to-9-1-1 solution. This Technical Requirements Standard document will assist PSAPs in communicating with their CPE vendors and help to ensure a smooth transition with the least amount of cost to achieve the text-to-9-1-1 solution for their jurisdiction.

In accordance with language contained in MS 403, which was followed when wireless service was integrated into Minnesota PSAPs, text-to-9-1-1 will be similarly integrated. As stated in MS 403.08 Subd 10 Plan integration, “Counties shall incorporate the statewide design when modifying county 9-1-1 plans to provide for integrating wireless 9-1-1 service into existing


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county 9-1-1 systems.” The initial seven regional PSAPs shall complete a 9-1-1 Plan Change Letter which states they will accept text messages on behalf of all PSAPs in their region until the other PSAPs are ready to take their own or until December 31, 2018. The other PSAPs in each region shall complete a 9-1-1 Plan Change Letter stating their texts will be accepted by the designated regional PSAP until they are ready to take their own, or until December 31, 2018. On or before December 31, 2018, PSAPs must file a 9-1-1 Plan Change Letter documenting they are taking their own texts, or have entered into a cooperative agreement with another PSAP to perform this service on their behalf. Establishing a future date for subsequent implementations will allow sufficient time for the other PSAPs in the region to plan for and fund upgrades to their CPE, establish necessary policy, and train personnel while supporting rapid text-to-9-1-1 service for their residents.

COST

All Minnesota PSAPs are responsible for all costs associated with any necessary (or required) CPE replacements or upgrades to enable them to receive the interim SMS text-to 9-1-1 deployment with an integrated solution. ECN will pay the monthly recurring charges associated with Text Control Center (TCC) connectivity on behalf of all Minnesota PSAPs.

SUMMARY

All PSAPs within Minnesota are connected to the statewide Emergency Services IP Network (ESInet) designed to deliver 9-1-1 calls to the appropriate PSAP. ECN will leverage the investment in the ESInet and expand the service enhancements to keep pace with the communications technologies available for accessing emergency services. An integrated solution will utilize the ESInet connectivity to deliver text messages into the PSAP call handling equipment via a Session Initiation Protocol/Message Session Relay Protocol (SIP/MSRP). This solution allows the text to display on call handling equipment and should provide the smoothest transition to full Next Generation 9-1-1 (NG9-1-1) deployment.

Next Generation 9-1-1 Standards (NG9-1-1)

Standards, Protocols, Procedures

Document Section Text-to-9-1-1

Status: Committee Date: 00/00/00

State Standard Number 2.1.0 (1.1.0 would be the section for the NG9-1-1 network standards)

Standard Title Technical Requirements for Public Safety Answering Point (PSAP) Customer Premise Equipment (CPE) to interface with NG9-1-1 Network in deploying Text-to-9-1-1

Date Established 00/00/00 SRB Approval: 00/00/00 Replaces Document Dated 00/00/00 Date Revised 00/00/00

1. Purpose or Objective The purpose of this standard is to set forth the technical interface requirements between the State Emergency Services IP Network (ESInet) and the PSAP 9-1-1 Call Handling System (commonly called CPE) necessary for an integrated Text-to-9-1-1 solution. 2. Technical Background Capabilities All PSAPs within Minnesota are connected to the statewide ESInet designed to deliver 9-1-1 calls to the appropriate PSAP. In order to provide the highest level of service to the citizens of Minnesota, the Statewide Emergency Communications Board (SECB) plans to deploy an integrated texting solution on a statewide basis. PSAPs meeting the requirements set forth in this standard will be allowed to deploy text-to-9-1-1 for their jurisdiction or region. The texts-to-9-1-1 will arrive at the PSAP via the ESInet and must integrate to display on the CPE. In order to integrate, PSAPs must meet the minimum software version for their CPE. Below is a table listing the capable CPE and requisite version numbers. As PSAPs plan for equipment replacements, this provides an opportune time for PSAPs to adopt this technical standard.

Table 1 – Text-to-9-1-1 Capable CPE in Minnesota

CPE Type Vendor Text-to-911 Version

Vesta Airbus Communications Yes 6.1 VIPER West Public Safety Services Yes 5.3.3.150

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CallWorx Motorola Yes 4.0.10 Guardian Solacom Technologies Yes 15

Constraints

The PSAP’s call handling equipment must be receiving 9-1-1 calls via Session Initiation Protocol (SIP). 3. Operational Context Following the protocol set forth in this document PSAP’s will be responsible for, at a minimum, implementing the Standard Operating Procedures for Text-to-9-1-1 adopted by the NG Advisory Committee and receiving CPE vendor provided training for their respective system(s). 4. Recommended Protocol/ Standard Once the PSAP has submitted written notification to ECN that their CPE is ready to receive integrated text to 9-1-1, ECN will confirm their readiness and merge them into the deployment schedule. 5. Recommended Procedure ECN has outlined below the steps to be performed by PSAPs adopting this technical standard for interfacing to the State’s ESInet and using the text-to-9-1-1 service.

1. 9-1-1 Plan Change submitted to ECN project manager 2. Obtain a vendor quote for CPE upgrade 3. Schedule the CPE upgrade 4. Receive vendor training 5. Submit to ECN assigned notification letter of upgrade completion

For additional information regarding timeline and statewide procedures for deployment, please reference the Statewide Text-to-9-1-1 Deployment Plan published by ECN. 6. Management ECN is responsible for accepting and approving plan change letters. Upon approval, ECN will distribute the executed plan change letter to the vendors with a copy to the PSAP. This is the formal start to the process. PSAPs are responsible for meeting this standard as published and the stated requirements within.

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NG9-1-1 GIS Project Update NG9-1-1 Committee 6/14/2017 Data Collection, Assessment, and Preparation Projects MnGeo is collecting the core NG9-1-1 GIS datasets from all regions in the state. The GIS data are being compared and synchronized to corresponding 911 data (MSAG, ALI, ELT) to gain a better understanding of data readiness for each County and PSAP. The results are compiled into data readiness profiles and reports, which are shared with each county and PSAP during their data preparation kickoff meetings.

MnGeo is also meeting individually with each PSAP and their GIS agencies/vendors to discuss their data readiness findings and to kickoff each county’s data preparation effort. Thus far, MnGeo has met with 66 of 87 counties, including all counties in the Central, NE, and SE regions. Kickoff meetings in the NW, South Central, and SW regions are being scheduled and conducted. The MESB is working with the Metro region on their data preparation.

The goal is to meet with all counties by fall of 2017. Another major goal is to complete all necessary data preparation work in the Metro and NE regions by the end of 2017.

Emergency Service Boundary Map Viewer MnGeo is developing a map viewer and associated user documentation to manage the emergency service boundaries (PSAP, Fire, Law, and EMS) statewide. The initial goal is to resolve gaps and overlaps among PSAP boundaries in order to produce a seamless, relatively accurate statewide PSAP boundary layer for use in text-to-911 and eventually the Emergency Call Routing Function (ECRF). The map viewer was recently piloted in the NE region and will be expanded to all other regions in the coming weeks. The 9-1-1 GIS Authorities are being asked to work with their PSAP Managers to resolve gaps/overlaps and any other boundary discrepancies. The goal is to resolve all gaps, overlaps, and unwanted discrepancies by this fall, so the seamless PSAP boundaries are available for the text-to-911 deployments.

Data Maintenance MnGeo is currently documenting requirements and workflows for the recurring data upload, normalization, and validation maintenance processes. MnGeo will begin focusing on the aggregation and provisioning process requirements this summer. ECN and MnGeo would also like to conduct 2-3 proof of concept projects related to GIS-based MSAG creation, Emergency Call Routing Function (ECRF), and Location Validation Function (LVF) in the coming year, which will include 1-2 counties in the Metro and Northeast regions.

MN NG9-1-1 GIS Data Standards The draft MN NG9-1-1 GIS Data Standards and associated materials were distributed on May 3 to all MN PSAP and GIS stakeholders for the third review and comment period. PSAP and GIS Managers were asked to work together to complete a single response on behalf of their PSAP. The review period closed on June 2 and responses are currently being compiled and categorized. From there, the Standards Workgroup, along with ECN, MnGeo, and the MESB will respond to stakeholders as necessary in an

attempt to finalize Version 1.0 of the standards. The goal is to gain formal approval of Version 1.0 by this summer.

Newsletter Issue #5 is available on the “GIS Information” page of the ECN website:

https://dps.mn.gov/divisions/ecn/programs/911/Pages/gis-information.aspx

https://dps.mn.gov/divisions/ecn/programs/911/Pages/gis-information.aspx

Aitkin

Anoka

Becker

Beltrami

BentonBig

Stone

BlueEarth

Brown

Carlton

Carver

Cass

Chippewa

Chisago

Clay

Clearw

ater

Cook

Cottonwood

CrowWing

Dakota

Dodge

Douglas

Faribault FillmoreFreeborn

Goodhue

Grant

Hennepin

Houston

Hubbard

Isanti

Itasca

Jackson

Kanabec

Kandiyohi

Kittson

Koochiching

Lac QuiParle

Lake

Lake ofthe Woods

Le SueurLincoln Lyon

Mahnomen

Marshall

Martin

McLeod

Meeker

MilleLacsMorrison

Mower

Murray

Nicollet

Nobles

Norman

Olmsted

OtterTail

Pennington

Pine

Pipestone

Polk

Pope

Ramsey

Red Lake

Redwood

Renville

Rice

Rock

Roseau

Scott

Sherburne

Sibley

SaintLouis

Stearns

Steele

Stevens

Swift

Todd

Traverse

Wabasha

Wadena

Waseca

Washi

ngton

Watonwan

Wilkin

Winona

Wright

Yellow Medicine

Red Lake Nation

CENTRAL

METRO

NORTHEAST

NORTHWEST

SOUTHCENTRAL SOUTHEAST

SOUTHWEST

NG911 Data Preparation Kickoff Meetings

Wednesday, June 14, 2017

StatusMeeting CompleteMeeting Not CompletedData Preparation handled by the MESB

State of Minnesota Text to 9-1-1 Deployment Plan

SUBMITTED JUNE 14, 2017 TO:

STATE OF MINNESOTA

Mission Critical Partners | i

TABLE OF CONTENTS

1. EXECUTIVE SUMMARY ..................................................................................................................................... 1

2. BACKGROUND .................................................................................................................................................. 1

3. DEPLOYMENT OVERVIEW ............................................................................................................................... 1

3.1. IMPLEMENTATION APPROACH ........................................................................................................................ 2 3.2. TECHNICAL ................................................................................................................................................... 3 3.3. OPERATIONAL .............................................................................................................................................. 3

4. DEPLOYMENT PROCESS ................................................................................................................................. 3

4.1. PSAP READINESS ........................................................................................................................................ 3 4.1.1. CPE Readiness .................................................................................................................................. 3 4.1.2. 9-1-1 Plan Change ............................................................................................................................. 4

4.2. TCC CONNECTIVITY ..................................................................................................................................... 4 4.2.1. TCC Provider Routing ........................................................................................................................ 4

4.3. PSAP TRAINING ........................................................................................................................................... 4 4.4. WIRELESS CARRIER TESTING ........................................................................................................................ 5

5. STATEWIDE DEPLOYMENT ROUNDS ............................................................................................................. 5

APPENDIX A: MINNESOTA STATEWIDE DEPLOYMENT – ROUND 1 TIMELINE ............................................... 7

APPENDIX B: TECHNICAL REQUIREMENTS ........................................................................................................ 8

APPENDIX C: PUBLIC COMMUNICATIONS PLAN ................................................................................................ 9

Mission Critical Partners | 1

1. EXECUTIVE SUMMARY

Minnesota’s Department of Public Safety Emergency Communication Networks (DPS-ECN) division recognizes the need to provide all citizens with equal access to the highest level of 9-1-1 service available by implementing text-to-9-1-1 service. Wireless customers have enjoyed the ability to send text messages to other wireless subscribers for many years, and within the Deaf and hard-of-hearing community this has become a very popular method of communication. The Emergency Access Advisory Committee (EAAC) presented a report to the Federal Communications Commission (FCC) in July 2011 noting that texting has become one of the preferred methods of communication for the Deaf and hard of hearing. Text-to-9-1-1 service provides this community with equal access to 9-1-1 services for the first time in history.1 Text-to-9-1-1 also offers an alternative method for accessing 9-1-1 services when it is not safe to make a voice call, such as during a home invasion or domestic incident. The goal of the statewide text-to-9-1-1 plan is to provide a proven method for equal access to 9-1-1 for the state’s citizens and visitors in the most expeditious and cost-effective way, while enabling local PSAPs to migrate to the service when appropriate for them to do so, based on available funding, policy considerations and adequate staffing. 2. BACKGROUND

In December 2012, AT&T, Sprint Nextel, T-Mobile and Verizon entered into a voluntary agreement with the National Emergency Number Association (NENA) and Association of Public-Safety Communications Officials (APCO) International in which each of the four carriers agreed to provide text-to-9-1-1 service by May 15, 2014, to public safety answering points (PSAPs) that request, and are capable of receiving, such service. The FCC has prioritized deployment of text-to-9-1-1 service, and in his January 2014 statement in relation to PS Docket No. 11-153, Facilitating the Deployment of Text-to-

911 and Other Next Generation Applications, Chairman Tom Wheeler stated, “We’ve done our part.

Now, the PSAPs must do theirs.” The FCC ruling helped to ensure that 9-1-1 service keeps pace with new technology, and, more importantly, saves lives. During the request for proposals (RFP) process in 2015-2016 concerning Minnesota’s Emergency Services Internet Protocol (IP) Network (ESInet), the

State chose the incumbent vendor and added statewide text-to-9-1-1 to the services provided. 3. DEPLOYMENT OVERVIEW

DPS-ECN has reviewed and evaluated the options available for deployment of a Short Message Service (SMS) solution, and has determined that the most viable SMS interim text-to-9-1-1 solution and deployment option is to provide statewide service with an integrated solution. The interim text-to-9-1-1 1 Report on Emergency Calling for Persons with Disabilities Survey Review and Analysis 2011


solution will utilize the most commonly available texting technology, i.e., carrier native SMS texting. Carrier native SMS is a feature provided by the carrier, and not a third-party texting or messaging application (app) that may be installed on the mobile device.

The SMS interim text-to-9-1-1 service provides support for wireless subscribers to send 9-1-1 SMS text messages to PSAPs, and for subscribers to receive text replies from PSAPs. Wireless customers with SMS service are able to send emergency SMS messages to a PSAP by using the single code “911” as

the destination address of the SMS message. SMS text-to-9-1-1 service is national in scope and is independent of any vendor applications implemented in individual PSAPs. Providing statewide service in this manner will provide the following benefits to the citizens of Minnesota:

• An integrated solution deployed statewide will provide equal access to 9-1-1 services for all subscribers

• A statewide integrated solution will eliminate public confusion and disparate levels of services within the state. All citizens and visitors will have capability to text 9-1-1 and have their call received at a PSAP with trained personnel equipped to handle their request for service

• A statewide approach will enable the state to facilitate a consistent public education message to help ensure the speech- and hearing-impaired communities are aware of the service capability and educated on its use

• A statewide approach will facilitate a more consistent method for training PSAP personnel to become proficient, and stay proficient, in managing text-to-9-1-1 requests for service

3.1. IMPLEMENTATION APPROACH

Minnesota will implement a statewide approach to text-to-9-1-1 service in a phased approach with a cohesively managed methodology. The phased implementation will use the seven Minnesota Emergency Communication/Services Board (RECB/RESB) regions as the base and will deploy texting in at least one identified PSAP per region initially, to provide statewide service with all four of the major wireless providers in the most expeditious manner possible. In this way, text-to-9-1-1 service will be deployed in the quickest manner possible, testing and practical application can be monitored and evaluated, and the lessons applied to future implementations. Additional PSAPs will deploy the integrated solution as call-handling equipment is upgraded by local 9-1-1 authorities. Technical Requirements for Public Safety Answering Point (PSAP) Customer Premises Equipment (CPE) to interface with NG9-1-1 Network in deploying Text-to-9-1-1 has been created to provide the technical interface requirements between the ESInet and the PSAP 9-1-1 Call Handling System necessary for an integrated Text-to-9-1-1 solution. This requirements document (see Appendix B) will assist PSAPs in communicating with their CPE vendors and help to ensure a smooth transition with rapid deployment timelines, but with the least amount of cost. The initial seven regional PSAPs will be required to enter into a memorandum of understanding (MOU) with the other PSAPs in their region to accept text messages on their behalf, until the other PSAP is


ready to take their own texts or December 2018, whichever comes first. PSAPs have until this date to finance equipment upgrades to facilitate deployment of text-to-9-1-1 service, come to an agreement with the regional or other PSAP to accept their texts on a long-term basis, or discuss alternative solutions with DPS-ECN. If a PSAP is not prepared to accept text messages by December 2018, the PSAP will be expected to enter into an agreement and provide reimbursement to either the regional PSAP or another neighboring PSAP for providing text-to-9-1-1 service. Establishing a future date for subsequent implementations will allow sufficient time for the other PSAPs in the region to plan for and fund upgrades to their CPE, establish necessary policies and train personnel, while supporting text-to-9-1-1 service for their residents. 3.2. TECHNICAL

The technical requirements for a PSAP’s CPE to interface with the State’s text-to-9-1-1 solution is referenced in Appendix B of this document. 3.3. OPERATIONAL

A standard operating procedure (SOP) developed by the SECB NG9-1-1 Committee outlines the recommended handling of emergency requests for assistance via text-to-9-1-1 service. This SOP is included for reference in Appendix C of this document. 4. DEPLOYMENT PROCESS

The deployment process is divided into three phases: PSAP readiness, text control center (TCC) connectivity, and wireless service provider (WSP) testing. The high-level steps in each phase are outlined below. 4.1. PSAP READINESS

There are two main technical requirements for PSAPs to meet in order to be capable of accepting text-to-9-1-1: 1) convert to Session Initiation Protocol (SIP) call delivery; and 2) upgrade CPE for integrated texting.

4.1.1. CPE Readiness

All PSAPs are responsible for ensuring that their CPE is prepared for SIP call delivery and text-to-9-1-1 integrations. Plan change letters should be submitted prior to completion of this step.


4.1.1.1. CPE Text Data Gathering Form

Airbus requires information in order to provision their equipment for text-to-9-1-1 service. Some of this information will be filled in by Airbus and the PSAP; however, some of the information will have to come from the TCC and ECN. Once a PSAP has been placed on the deployment list, ECN, CenturyLink and West Public Safety Services will work with the PSAP to provide all of the information required.

4.1.1.2. TCC Data Collection Form

The TCC has a data collection form specifically for each type of CPE. This form must be completed once the PSAP has been authorized to deploy texting. ECN and the CPE provider will assist with completing the data requested.

4.1.2. 9-1-1 Plan Change

When PSAPs are ready to accept SMS requests for assistance within their local boundaries or beyond, they will send a signed 9-1-1 Plan Change letter to ECN’s 9-1-1 program manager for approval and order placement. 4.2. TCC CONNECTIVITY

The State of Minnesota contracted text-to-9-1-1 services through CenturyLink, with West providing the TCC functions required to query the wireless carriers for call location information, and to deliver the text via a common interface to the PSAP(s). Because the State is using CenturyLink for ESInet services and West is a subsidiary, the necessary network link between the statewide ESInet and the West TCC is already in place.

4.2.1. TCC Provider Routing

Once an order is placed by ECN on behalf of the requesting PSAP, multiple steps are taken to prepare the ESInet routers and equipment for SMS delivery. The PSAP will be included in regular project calls between CenturyLink, West and ECN regarding TCC connectivity. The PSAP should plan to provide PSAP training immediately following TCC connectivity testing. The vital step of initiating a routing update at the TCC provider takes place prior to wireless carrier testing and go-live. 4.3. PSAP TRAINING

After successfully testing the TCC connectivity, the PSAP will provide training to call-takers on the integrated texting solution. Training materials will be provided by the CPE provider and ECN, and should be modified to include any unique texting policies or procedures at the PSAP.


4.4. WIRELESS CARRIER TESTING

Once the TCC connectivity has been established and tested, the PSAP is ready to begin testing with wireless carriers. ECN will complete the FCC PSAP Readiness Registry on behalf of the PSAP. This starts the six-month clock for the carriers to deploy text-to-9-1-1 service for the PSAP. The carriers will notify the TCC, ECN and the PSAP when they are ready to begin testing. ECN will work with the PSAP prior to requesting service from the wireless carriers, to coordinate schedules, answer questions, and prepare for testing. A test plan will be provided to the PSAP and ECN will assist in documenting the test results. NOTE: Most carriers will be ready much sooner than six months. Our timeline allows for 2 months, but

this is subject to change. 5. STATEWIDE DEPLOYMENT ROUNDS

Based upon the information gathered from the PSAP Readiness Questionnaire, the PSAPs included in the first two rounds of text-to-9-1-1 deployment have been identified.

Round 1 Deployments

Central Mille Lacs Southwest Nobles

Lyon Southeast Olmsted South Central Waseca Northwest Beltrami Northeast St. Louis Metro Hennepin County Sheriff - Minneapolis Emergency Communications

Center - Edina - Allina - Hennepin EMS Airport University of Minnesota

Round 2 Deployments

Central Benton Morrison

Southwest Pipestone Redwood


Round 2 Deployments

Rock Southeast Winona South Central Rochester State Patrol Northwest TBD

Northeast Carlton Aitkin

Metro Chisago Anoka Carver Eden Prairie Ramsey Isanti Minnetonka Dakota Roseville State Patrol

(The rest of this page intentionally left blank)


Appendix A: Minnesota Statewide Deployment – Round 1 Timeline

Note: The above timeline graphic and the table below are based on initial information provided to ECN by the

vendors. These dates are subject to change. ECN will coordinate with each regional PSAP to schedule carrier

requests for service, training, and wireless carrier testing.

TASK DATE

PSAP submits Plan Change letter April 1, 2017 ECN requests TCC connectivity on behalf of the PSAPs April 3, 2017 TCC connectivity testing2 June 9, 2017 – Sept 13, 2017 ECN requests wireless carrier testing on behalf of the PSAP June 26, 2017 – Sept 13, 2017 PSAP training July 1, 2017 – Sept 30, 2017 Wireless carrier testing3 Aug 10, 2017 – Oct 13, 2017 Public announcement of statewide text-to-9-1-1 service Nov 17, 2017 – Dec 31, 2017

2 TCC connectivity is based on the high-level information provided to date and will be slightly different for each PSAP 3 Wireless carriers are allowed six months to deploy text-to-9-1-1 service by the FCC; however, the actual deployment

timeline most likely will be much shorter. Testing will be conducted as regional PSAPs are ready.


Appendix B: Technical Requirements

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Next Generation 9-1-1 Standards (NG9-1-1) Standards, Protocols, Procedures

Document Section Text-to-9-1-1

Status: Committee Date: 00/00/00

State Standard Number 2.1.0 (1.1.0 would be the section for the NG9-1-1 network standards)

Standard Title Technical Requirements for Public Safety Answering Point (PSAP) Customer Premise Equipment (CPE) to interface with NG9-1-1 Network in deploying Text-to-9-1-1

Date Established 00/00/00 SRB Approval: 00/00/00 Replaces Document Dated 00/00/00 Date Revised 00/00/00

1. Purpose or Objective The purpose of this standard is to set forth the technical interface requirements between the State Emergency Services IP Network (ESInet) and the PSAP 9-1-1 Call Handling System (commonly called CPE) necessary for an integrated Text-to-9-1-1 solution. 2. Technical Background Capabilities All PSAPs within Minnesota are connected to the statewide ESInet designed to deliver 9-1-1 calls to the appropriate PSAP. In order to provide the highest level of service to the citizens of Minnesota, the Statewide Emergency Communications Board (SECB) plans to deploy an integrated texting solution on a statewide basis. PSAPs meeting the requirements set forth in this standard will be allowed to deploy text-to-9-1-1 for their jurisdiction or region. The texts-to-9-1-1 will arrive at the PSAP via the ESInet and must integrate to display on the CPE. In order to integrate, PSAPs must meet the minimum software version for their CPE. Below is a table listing the capable CPE and requisite version numbers. As PSAPs plan for equipment replacements, this provides an opportune time for PSAPs to adopt this technical standard.

Table 1 – Text-to-9-1-1 Capable CPE in Minnesota


Vesta Airbus Communications Yes 6.1 VIPER West Public Safety Services Yes 5.3.3.150

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CallWorx Motorola Yes 4.0.10 Guardian Solacom Technologies Yes 15

Constraints

The PSAP’s call handling equipment must be receiving 9-1-1 calls via Session Initiation Protocol (SIP). 3. Operational Context Following the protocol set forth in this document PSAP’s will be responsible for, at a minimum, implementing the Standard Operating Procedures for Text-to-9-1-1 adopted by the NG Advisory Committee and receiving CPE vendor provided training for their respective system(s). 4. Recommended Protocol/ Standard Once the PSAP has submitted written notification to ECN that their CPE is ready to receive integrated text to 9-1-1, ECN will confirm their readiness and merge them into the deployment schedule. 5. Recommended Procedure ECN has outlined below the steps to be performed by PSAPs adopting this technical standard for interfacing to the State’s ESInet and using the text-to-9-1-1 service.

1. 9-1-1 Plan Change submitted to ECN project manager 2. Obtain a vendor quote for CPE upgrade 3. Schedule the CPE upgrade 4. Receive vendor training 5. Submit to ECN assigned notification letter of upgrade completion

For additional information regarding timeline and statewide procedures for deployment, please reference the Statewide Text-to-9-1-1 Deployment Plan published by ECN. 6. Management ECN is responsible for accepting and approving plan change letters. Upon approval, ECN will distribute the executed plan change letter to the vendors with a copy to the PSAP. This is the formal start to the process. PSAPs are responsible for meeting this standard as published and the stated requirements within.


Appendix C: Public Communications Plan

ECN: Text-to-911 Rollout Communications Plan

Minnesota Department of Public Safety- Emergency Communication

Networks (DPS-ECN)

Minnesota Department of Public Safety- Office of Communications

(DPS-OOC)

Amber Schindeldecker, DPS-OOC Public Information Officer

Jackie Mines, DPS-ECN Director

Dana Wahlberg, DPS-ECN 911 Program Manager

OVERVIEW/CURRENT SITUATION:

Legacy 911 networks and PSAPs that were originally created to carry and receive voice traffic and a minimal amount of data now must be made ready to support substantial amounts of data, including text messaging, photos, and video provided by the calling public. The deaf and hard of hearing community prefers text messaging to communicate and are a driving force to implement an IP-enabled, Next Generation 911 (NG911) system.

NG911 technology is a priority initiative for the Minnesota Department of Public Safety division of Emergency Communication Networks (DPS-ECN). As of February 2014, all 104 Minnesota 911 Public Safety Answering Points (PSAPs) are now connected to the next generation Emergency Services IP Network. This infrastructure allows those PSAPs to accept texts.

Equipment hardware and software upgrades and additional PSAP training will allow Text-to-911 to become a reality in Minnesota following a brief testing phase. DPS-ECN plans to launch Text-to-911 statewide in 2017. A date has not been set yet.

Text-to-911 is an alternative option for the public to utilize in an emergency. “Call if you

can, text if you can’t,” will be the motto of this new service.

SWOT ANALYSIS:

Strengths:

Communication with the general public will include a simple message, specifically targeted toward particular audiences who may have a bigger interest in using Text-to-911 as a primary way of getting help in an emergency. Simple updates will drive the communication with our PSAPs and public safety partners as we go through the process. It will include ways they can support the launch and amplify messages of the service’s benefits and values for their constituents.

Weaknesses:

PSAPs may be resistant to the idea, thinking that it may add to their overall work load.. There may also be questions about funding for equipment hardware/software upgrades and training. Communication will need to articulate the anticipated changes that will take place with the addition of Text-to-911 and define where the funds are coming from to pay for the launch.

Opportunities:

The Text-to-911 launch will showcase Minnesota’s early-adopter status of NG911 technology and highlight the statewide service as a priority initiative. Fewer than 10 percent of all PSAPs nationwide are text-to-911 capable. This will mark a major milestone in NG911 deployment in Minnesota.

Threats:

PSAPs could unintentionally leak information about the statewide Text-to-911 launch to the media before DPS-ECN and DPS-OOC are ready to publicly announce the new service. A text- to- 911 could encounter difficulty during the testing process and someone from the public could alert the media to the failing service. The technology could fail in the testing phase and the launch may need to be delayed.

GOALS:

• The goal is to establish and continue an ongoing communication with stakeholders and partners leading up to the launch of the statewide Text-to-911 in 2017. Also, to establish communication with the general public immediately following the official/formal launch of Text-to-911.

• DPS-ECN and DPS-OOC will ensure that internal audiences are aware of their responsibilities and the timeline in order to complete them before the launch. DPS-ECN and DPS-OOC will also ensure clear communication is present when it’s time to educate the general public on the use of the new Text-to-911 service.

OBJECTIVES:

• DPS-ECN needs to communicate with PSAPs, the Statewide Emergency Communications Board (SECB) and the Metropolitan Emergency Services Board (MESB) on the equipment hardware/software upgrades and training ahead of the Text-to-911 launch.

• DPS-ECN and DPS-OOC will communicate on an as-needed basis with other audiences, such as partners/stakeholders, elected officials and senior policymakers on the progress of Text-to-911 ahead of the statewide launch.

• Communication should promote the value of the new service and make it clear that this launch will not happen until all pieces are in place and have been fully tested and deemed operational, which should happen before the end of 2017.

TARGET AUDIENCES & KEY MESSAGES:

1) Primary: General Public (includes the deaf, deafblind, hard of hearing, non-verbal communities as well as domestic violence and suicide prevention groups) • Text-to-911 is an alternative to calling 911. Call if you can, text if you can’t. • Text-to-911 can be used when individuals are unable to make a voice call or

when it is unsafe to do so. Examples: • If you have a speech or hearing impairment • If speaking may cause you harm, such as a home invasion or domestic

violence situation • If peer pressure is strong

• If lack of service prevents a voice call, you may be able to get WIFI or data service to send a text message

• Location is not as precise with text as it can be with a wireless voice call. Be prepared to give the 9-1-1 call taker your location like the nearest intersection or landmarks.

• Do not text and drive.

2) Secondary: Minnesota 911 Telecommunicators(PSAPs)

• Text-to-911 is an alternative to calling 911. Call if you can, text if you can’t. • Text-to-911 can be used when individuals are unable to make a voice call or

when it is unsafe to do so. • Individuals who are deaf, hard of hearing or speech disabled may use Text-

to-911 as the first contact option. • Location is not as precise with text as it can be with a wireless voice call. Be

prepared ask the individual for a location like the nearest intersection or landmarks.

• 911 text messages can take longer to receive, can get out of order, or may not be received.

• There is currently no language translation service for text as there is with voice for supporting non-English speaking callers.

• EMD protocols will need to be modified for processing text-to-911 trauma or medical calls

3) Third: Governor’s Office, Minnesota Lawmakers, County Elected Officials (includes police chiefs and sheriffs)

• The service will be available statewide in 2017 as defined in DPS-ECN’s

SECB strategic plan to deploy Next Generation (NG911) technology. • There is at least one PSAP in each of Minnesota’s seven regions that has the

NG911 technology and training to accept texts- to- 911. • Launch of Text-to-911 in Minnesota is fully funded by 911 fees collected from

all devices capable of originating a 911 emergency telephone call. • Fewer than 10 percent of the PSAPs across the country have deployed Text-

to-911. • Text-to-911 is a massive NG911 project, but it is well worth the time invested.

4) Partners

Governor Mark Dayton DPS Emergency Communication Networks DPS Homeland Security and Emergency Management DPS Minnesota State Patrol DPS State Fire Marshal DPS Bureau of Criminal Apprehension DPS Office of Justice Programs DPS Office of Traffic Safety Minnesota Sheriffs Association Minnesota Chiefs of Police Association Minnesota State Fire Chiefs Association Minnesota Department of Human Services- Commission of Deaf, Deafblind &

Hard of Hearing Minnesotans Minnesota Department of Education Metro Deaf School in St. Paul Minnesota Timberwolves- Zach LaVine Minnesota Coalition for Battered Women Minnesota Coalition Against Sexual Assault Minnesota Department of Health National Alliance on Mental Illness (NAMI) Minnesota

• The Minnesota Department of Public Safety division of Emergency Communication Networks (DPS-ECN) is working on the statewide launch of Text-to-911, keeping the best interest of public safety in mind.

• Minnesota is among the early adopters of the Next Generation 911 technology, which will make Text-to-911 a reality throughout the state.

• DPS-ECN is working with PSAPs and vendors to ensure call centers have the necessary equipment, technology and training that is needed to accept texts to 911.

STRATEGIES:

Primary:

No communication is needed with the public while the behind-the-scenes work continues implementing equipment and training at the PSAP that will be accepting texts

https://netforum.avectra.com/eWeb/StartPage.aspx?Site=MSA&WebCode=HomePage

http://www.mnchiefs.org/

http://www.msfca.org/

https://mn.gov/deaf-commission/

https://mn.gov/deaf-commission/

http://www.mdsmn.org/

http://www.mcbw.org/

http://www.mncasa.org/

http://www.namihelps.org/

to 911 in each of the seven regions upon launch. Communication with the public will also be limited during the 30-day soft launch period after PSAPs have the technology to accept texts, but are still in the testing phase. Contingency messaging will be crafted in the event that an enabled PSAP inadvertently leaks they are text enabled, or a member of the public texts 911 during the testing phase and alerts the media to their experience. Upon the completion of text enabling and testing, DPS-Office of Communications will schedule a media event to announce the launch of Text-to-911. Public service announcements, potential paid media and infographics will detail the benefits and values of Text-to-911 for the general public and specific populations in Minnesota.

Secondary:

This audience needs consistent updates on the status of Text-to-911 including the behind-the-scenes work on the equipment software/hardware upgrades at PSAPs as well as training. They should be engaged often enough to feel involved with the updates but not bombarded with what may seem like repeated information. They should be given directives and deadlines with a reasonable amount of notice. Communication should focus on the work being done before the launch of Text-to-911 that will make it a smooth roll out when it takes place. They should also know how Text-to-911 will provide new benefits to their constituents. It will also be important to dispel any rumors that Text-to-911 will create more work for them.

Regional PSAPs will refrain from making any public announcement when they become text enabled and successfully tested. Regional PSAPs will have an opportunity to be represented and participate in the initial media announcement after text enabling and testing is completed.

Third:

Status updates with fact sheets have begun as the process continues to roll out Text-to-911 statewide. This audience needs to know the positives and the status of the project to share with their internal constituents only. All public facing messaging will come from DPS-OOC. Their support in communicating the benefits and values of the statewide Text-to-911 program is crucial throughout this process.

Partners:

They should receive status updates as things move forward and the launch date approaches. They can help communicate the benefits and values of the statewide Text-to-911 program to their stakeholders throughout the rollout process.

TACTICS:

Primary:

• There is already media interest from at least two metro area TV stations (KARE and WCCO) and one Rochester newspaper (Rochester Post-Bulletin).

• No communication tactics leading up to launch or during testing period. • News advisory/release to announce launch followed by a joint news conference

(live streamed online) with participating PSAPs and our partners. • Videotaped or infographic demonstration of Text-to-911 call from start to finish.

Will play this during the news conference. • GovDelivery bulletins sent to the general public who signs up for our updates via

the ECN website. • Social media posts on ECN and DPS Facebook and Twitter pages announcing

the Text-to-911 launch. • ECN and DPS Web posts. • Blog post detailing the benefits and values of the statewide Text-to-911 service.

Will highlight the milestone moment in NG911 capabilities. • Following launch—potential to follow up with public service announcements

detailing how Text-to-911 works and the situations in which it would be beneficial to use it.

• Potential for paid media including social media infographic ads and electronic billboards across the state.

• Potential for a “Mic’d Up” behind-the-scenes video shoot on a Text-to-911 call from start to finish.

Secondary:

• Email and in-person communication being conducted by DPS-ECN members during the implementation and testing phases of Text-to-911.

• GovDelivery bulletins sent to PSAPs included on our list serve. • Updating fact sheets and web pages with progress details of the project. • Upon launch, provide all PSAPs with talking points and other messaging they

can use when doing media interviews.

Third:


• GovDelivery bulletins sent to elected officials included on our list serve. • Updating fact sheets and web pages with progress details of the project. • During launch, invite the Governor’s Office to participate in the news conference

and media interviews.

Partners:


• GovDelivery bulletins sent to partners included on our list serve. • Updating fact sheets and web pages with progress details of the project. • During launch, invite partners to participate in the news conference and media

interviews. • Upon launch, provide fact sheets for partners to hand out to their constituents

detailing how Text-to-911 works and when it’s appropriate to use it. • Upon launch, potential for celebrity influencer to speak to the benefits/values of

Text-to-911. Timberwolves player, Zach LaVine, is already an advocate of deaf and hard of hearing organizations within the Twin Cities area. Could amplify messaging for us since he is well known within that community.

KEY DATES/WORK PLAN:

(***The key dates have not been determined as of yet, which means a work plan

cannot be completed at this time. This is something we will have to fill in once we

have a better deployment timeline.***)

Date Tactic/Activity Responsible Location Actions/Next Steps

Due Date

Agency Contact

External Contacts

Notes

Minnesota Department of Public Safety Emergency Communication Networks

Text-to-911 Frequently Asked Questions – Part III

1. When will the State implementation plan be available to the PSAP Managers? RESPONSE: ECN has created a draft implementation plan and is working with CenturyLink, West, IES, and Airbus to put together an estimated deployment timeframe which will be included in the plan. Once that deployment timeline information is complete the plan will be presented to the NG9-1-1 Committee for their review and approval.

2. What is the TCC timing for a "continuation" SMS text as opposed to a new SMS Text? RESPONSE: When a text is delivered to a PSAP a “text session” is opened between the PSAP/calltaker and the texter. That session remains open until the PSAP/calltaker ends the session. The TCC will allow the session to stay open for 30 minutes of inactivity before closing. If the texter and PSAP continue to communicate, it will not auto close.

3. If the SMS Texter sends a new SMS Text within the timer above, but has physically moved to a new location (PSAP), what happens? Does the TCC send to the original PSAP or to the new PSAP? RESPONSE: As noted above a text session is initiated and that texter will remain with that PSAP and calltaker until either transferred or the session is ended. The PSAP will be able to rebid for updated location information as the texter is moving.

4. What is the TCC timeout duration to declare an SMS Text abandoned? RESPONSE: The PSAP will work with their CPE provider to determine alternate routing and call wait times. For Viper SAUA the text will send a bounceback or rollover to a pre-provisioned PSAP after 30 seconds if the text has not been answered. For an Airbus PSAP, Airbus timers and abandonment rules apply.

After a text is delivered to a PSAP, if the PSAP does not get a response to their initial text back (or at any point in the text session), they should follow their policy on how to handle an abandoned text. It is recommended that the PSAP follow the same policy they use for abandoned wireless Phase I calls.

5. Will we be able to transfer from PSAP to PSAP right away in the metro or between the other regions that are deploying? RESPONSE: ECN has requested that one Viper PSAP and one Airbus PSAP are deployed early enough to allow testing of this capability. For West, all transfers happen through the TCC. A code is sent from the call handling interface back to the TCC with a transfer code, the TCC recognizes that transfer code and routes it to the pre-provisioned PSAP associated with that transfer code. This works for Viper or Vesta.

6. How are Medical Pre-Arrival Instructions handled with a text-to-911 call? RESPONSE: One early adopter noted that they have never received a text for a medical incident. Other early adopters have utilized the canned messaging to program pre-arrival instructions for the most common incidents. (for example, CPR)

7. When will the Text-to-911 deployments begin? RESPONSE: ECN has delivered the Plan Change letters to Centurylink and West for the initial round of deployments. Establishing connectivity between the TCC provider West and each of the eight initial PSAPs will take twelve weeks. TCC provider connectivity testing began this month for some of the regional PSAPs and will continue throughout the summer and early Fall. Testing with each of the big four wireless providers can begin once TCC connectivity testing is successfully completed. ECN anticipates beginning carrier testing late in the summer and continuing through the Fall.

6. What will the user interface for integrated text-to-911 look like? Are there screenshots available? RESPONSE: As promised in Text-to-911 Frequently Asked Questions – Part II, below are sample screen shots from West and Airbus equipment.

Figure 1: Airbus Vesta Screen Shot

Figure 2: West Viper Screen Shot

[

State of

Minnesota

Interoperable

Communications

Tabletop

Exercise

PURPOSE

The purpose of this TTX is to identify and discuss current and emergent public safety related information collection, analysis, sharing, and visualization capabilities.

The TTX will focus on the following topics:

• Land Mobile Radio

• Next Generation 9-1-1 (NG-911)

• Data Centric Technologies

This TTX is but the first step in the narrative of how data centric technologies are incorporated into the public safety architecture within Minnesota. Specifically, event planners wish to focus on interoperability solutions and challenges. That is, with the vast array of technologies available and in use, how will Minnesota public safety embrace new capabilities while simultaneously ensuring appropriate interoperability?

OEC/ICTAP

Office of Emergency Communications / Interoperable Communications Technical Assistance Program

Sponsored by the State of Minnesota

Assisted by the DHS Office of Emergency Communications

June 27, 2017

OBJECTIVES

The TTX will focus on the following objectives:

• Discuss the capabilities broadband communications currently provide to regional public safety and emergency management agencies. Consider desired future capabilities broadband communications may bring to regional agencies.

• Discuss the ability of the participating public safety and emergency management personnel to rapidly and effectively establish voice and data communications in the case of a major, multi-agency incident.

• Discuss and identify opportunities to enhance regional broadband communication capabilities.

• Review the policies, procedures, plans, and assets for operable and interoperable communications available to or required by exercise participants. Identify opportunities and challenges involved in incorporating emerging broadband communication capabilities into those policies, procedures, and plans.

LOCATION

St. Cloud Police Department

101 11th Ave North, St. Cloud, MN

SCHEDULE

Timeline

• 8:00am – 8:45am Registration

• 8:50 am – Exercise Briefing

• 9:00am – Exercise Start

• 10:30 am – 10-:40am, Break

• 10:40am – Resume Exercise

• 12:00pm – End Exercise

• 12:00pm – 1:00pm, Hotwash

SAFETY PLAN

Please refer to the St. Cloud Police Department safety plan and event briefing.

GENERAL INFORMATION

This TTX is designed to help participants focus on interoperable communication capabilities and issues by providing the opportunity to engage in a facilitated discussion and activity. The intent of this exercise is to provide a greater understanding of interoperable communication capabilities and needs throughout the State of Minnesota.

The TTX is divided into the following Phases:

• Phase 1 – Overview • Phase 2 – Public Safety Answering Points

and Dispatch Centers • Phase 3 – Public Information • Phase 4 – Emergency Operations

Centers • Phase 5 – Transportation • Phase 6 – Medical • Phase 7 – Mutual Aid • Phase 8 – Partnerships • Phase 9 – Recovery

Please Note: There are multiple facets to each Phase. All public safety related disciplines and entities will be addressed in the TTX.

Following completion of the exercise, all participants will be encouraged to provide input during a debrief (“hotwash”) period.

Saint Cloud Police Department Training Unit

320-345-4444 | www.ci.stcloud.mn.us | Wm. Blair Anderson, Chief of Police

The City of St. Cloud, Minnesota will not discriminate on the basis of race, color, creed, religion, national origin, sex, disability, age, marital status, status with regard to public

assistance, familial status or sexual orientation. Upon request, accommodation will be provided to allow individuals with disabilities to participate in all city services,

programs and activities.

Convergence of

Technologies

Table Top Exercise

June 27, 2017 Pass Expires June 28, 2017 – Questions, call Sgt. Burke at 320.493.1729

Parking Options:

1. Paramount Parking ramp

a. Corner of 10th Ave N / 1st Street North

b. No Charge if you present this parking pass upon exiting the ramp

Paramount Ramp

Entrance

St. Cloud PD

101 11th Ave. N

http://www.ci.stcloud.mn.us/

statewide emergency communications board ng911 … jun...of the project in mn. included in the...

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