Next generation 9-1-1: policy implications of incident related imagery on the public safety answering point
DeMar, D. Jeremy
Woodbury, Glen L.
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Fully implemented, Next Generation 9-1-1 (NG9-1-1) will dramatically change the way in which 9-1-1 calls are processed in the United States. While the NG9-1-1 initiative is expected to introduce a variety of new features and functionality to the public safety answering point, this thesis examines the operational impact of a single capability of the program. That capability, hereafter referred to as Incident Related Imagery (IRI), will allow 9-1-1 callers to send still images, pre-recorded video, and streaming media directly to a 9-1-1 telecommunicator via a variety of mediums. The study analyzes existing 9-1-1 operational practices; provides a baseline understanding of the Next Generation 9-1-1 initiative, and makes the case for preparation and early adoption of the technology. Further, it explores how the viewing of graphic or objectionable material by 9-1-1 personnel likely exposes these professionals to greater levels of stress and vicarious trauma, and analyzes the importance of stress mitigation and treatment methods prior to and following IRI exposure. Finally, this thesis investigates existing communications center hiring and training practices, and evaluates their effectiveness in a post-NG9-1-1 setting.
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