The document discusses the importance of obtaining ENP certification for professionals in emergency number program management, emphasizing the need for a comprehensive knowledge base and industry standards. It outlines the goals of the certification and provides details about the exam structure, scheduling, content, fees, and study resources. Additionally, it highlights job opportunities for certified professionals in the public safety sector, along with insights into telecommunication systems and issues related to 9-1-1 services.

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

3. 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

4. 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.

5. 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

6. 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%)

7. 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

8. 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

9. 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 !

10. 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

11. Employers looking for ENP’s
Director Of Communications
Illinois
Tri-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

12. “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

13. INTRODUCTIONS!
Me on ‘Mids’ circa 1982

14. INTRODUCTIONS!
Me on ‘MEDS’ circa 2014

15. INTRODUCTIONS!
NOW YOU!

16. MLTS/PBX VSP and Wireless
Presented by Mark J. Fletcher, ENP
Chief Architect, Public Safety Solutions - Avaya
STUDY GROUP

17. 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.

18. 1818Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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

19. 1919Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
MLTS / PBX
TELCO 9-1-1
MLTS
PBX
555-
1001
555-
1002
555-
1003
. . .
555-
1099
555-2001
555-2002
555-2003
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

20. 2020Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
PBX using PS ALI
TELCO 9-1-1
MLTS
PBX
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
ALI Dip Based
on ANI
Enterprise
Location

21. 2121Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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

22. 2222Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
VoIP MLTS / PBX
TELCO 9-1-1
MLTS
PBX
555-
1001
555-
1002
555-
1003
. . .
555-
1099
555-2001
555-2002
555-2003
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
ALI Dip Based
on ANI
PHONE TYPE
DOES NOT MATTER!

23. 2323Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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.

24. 2424Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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°

25. 2525Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.
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

26. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 26
Avaya Proprietary – Use Pursuant to Company Instruction.
Wireless Phase I and Phase II
SEL
RTR
9-1-1MSC
pANI 111-5678
Carrier ALI
ALI Dip Based
on pANI
MPC
555-
100
1
1. Wireless subscriber dials 9-1-1
2. Wireless network delivers call to MSC
3. MSC sends sector/CBN to MPC
4. MPC selects a pANI
5. MSC sends call to Selective Router
6. MPC creates ALI record with Location (pANI)
7. PSAP bids on pANI
8. ALI record steers query to MPC
9. Phase I / II data returned to PSAP
Carrier ALI
pANI 111-5678
ALI Steering to
MPC Loc DB
1
2
3
4
5
6
7
8
9
Phase II Data can be ‘re-bid’
Re-bids may be requested every 20 to 35
seconds
Canada has standardized on 35 seconds
Provides confirmation of location and
limited tracking of calls in motion

27. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 27
Avaya Proprietary – Use Pursuant to Company Instruction.
VSP - VoIP Service Providers (Vonage)
NYC
POP
Cust/
Sub
Cust/
Sub
Cust/
Sub
Cust/
Sub
Cust/
Sub
Cust/
Sub
Cust/
Sub
LAX
POP

28. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 28
Avaya Proprietary – Use Pursuant to Company Instruction.
VSPs connect via Tier 1 VPC carriers
TIER 1
VoIP
Positioning
Carriers
PSAP PSAP PSAP PSAP

29. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 29
Avaya Proprietary – Use Pursuant to Company Instruction.
Time for a Snack and a Break

30. E9-1-1 Databases
Presented by Mark J. Fletcher, ENP
Chief Architect, Public Safety Solutions - Avaya
STUDY GROUP

31. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 31
Avaya Proprietary – Use Pursuant to Company Instruction.
 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)

32. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 32
Avaya Proprietary – Use Pursuant to Company Instruction.
 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
GIS
USPS
Telco

33. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 33
Avaya Proprietary – Use Pursuant to Company Instruction.
 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)

34. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 34
Avaya Proprietary – Use Pursuant to Company Instruction.
 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)

35. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 35
Avaya Proprietary – Use Pursuant to Company Instruction.
 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

36. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 36
Avaya Proprietary – Use Pursuant to Company Instruction.
 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
>_

37. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 37
Avaya Proprietary – Use Pursuant to Company Instruction.
 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
>RECORD NOT FOUND

38. Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 38
Avaya Proprietary – Use Pursuant to Company Instruction.
We’re DONE!