PSAPs' need for redundancies in an emergency makes them costly to build
by Ray Lee, AIA, LEED AP
This article originally appeared in the March/April 2024 issue of Sheriff & Deputy Magazine
The phone number 911 is the most recognized in the United States. Designated as the universal emergency number for citizens throughout the country, it gives the public fast and easy access to the emergency call centers known as public safety answering points (PSAPs).
The catalyst for establishing a nationwide emergency telephone number came in 1957, when the National Association of Fire Chiefs recommended the use of a single number for reporting fires, according to the National Emergency Number Association, a nonprofit organization focused on improving 911 procedures and outcomes.
During the 1960s and early 1970s, governmental agencies worked with AT&T to find a way to establish a universal emergency number that could be implemented quickly. In 1968, AT&T announced it would make the digits 911 the emergency code throughout the United States. In 1973, the White House’s Office of Telecommunications issued a national policy statement that resulted in the nationwide adoption of 911 and the establishment of a Federal Information Center to assist government units in planning and implementation.
Growth in Call Volume
Today, 911 is a vital component of the nation’s critical infrastructure, and people recognize it as the primary access point to report emergencies. On average, 911 dispatchers receive around 240 million calls each year—more than 657,500 calls per day or a call every eight seconds—and the number is increasing.
Almost two-thirds (65.4%) of PSAPs reported an increase in the number of dispatched calls over the previous three years, according to a survey from the Association of Public-Safety Communications Officials, an international organization committed to improving public safety communications. The organization cited the COVID-19 pandemic and increased climate change and weather-related incidents such as storms, flooding, and extreme heat and cold as factors driving the increases.
Advancements in modern communications technology have stretched the capabilities of existing PSAPs, many of which were designed and operationalized decades ago. As a result, many public agencies are considering new facilities. Below are several strategies, insights, challenges, and potential solutions for designing the next generation of emergency call centers.
Addressing the Unknowns
According to the International Association of Chiefs of Police’s facility planning guidelines, the typical useful life of a PSAP in the United States is between 20 and 50 years, but building a new PSAP is a major undertaking. Executives and administrators approaching the task for the first time often have to admit that they “don’t know what they don’t know.”
New PSAPs require state-of-the-art technology, which often comes with the “sticker shock” of a high price tag. Identifying program requirements and goals early in the development process is important to the development of an actionable budget.
Before beginning a project, leaders must educate key stakeholders, decision-makers, and themselves by touring best-in-class facilities. This might require travel and incur costs, but it can provide valuable insights regarding staffing models, layout options, and elements that can be adapted to a project. Leaders should also consider attending conferences and talking to other operators about the challenges they faced and how they solved them.
Facility Assessment
Before attempting to develop requirements for a new facility, assess the current facility’s capabilities and identify any deficiencies. Look for benefits, disadvantages, strengths, and weaknesses; potential for growth and expansion; and other factors to determine and justify the best (or most cost-effective) course of action.
There are two types of deficiencies: operational and functional. Operational deficiencies relate to the facility’s day-to-day operational activities, whereas functional deficiencies relate to building systems such as heating, ventilating, and air conditioning (HVAC) equipment; building code issues; and security access. When properly completed, the assessment process should result in a cost-effective audit and status report that links documented facility deficiencies against a set of identified space requirements and an existing facility’s or site’s ability to support them.
Understanding the Operational Model
Staffing often dictates the operational model, i.e., vertical (the call taker transfers requests to the appropriate person) or horizontal (the first available dispatcher handles the call). Identify the existing operational model, and assess its suitability for future growth.
Take culture into account because culture sets the tone for the organization and can enhance employee satisfaction, retention, and recruitment in a tight labor market. Determine whether the operational model will be more structured and regimented or if a focus on camaraderie among staff is important; these factors impact floor plan configuration.
Budget for Redundancy
Due to the critical nature of PSAP facilities, redundancy should be considered according to the National Fire Protection Association (NFPA) 1225, Standard for Emergency Services Communication, and be incorporated into the design of multiple building systems to ensure operations can continue under all circumstances.
Redundancies are not typically required by building codes, but they are recommended. They include having two feeds from the power company, an emergency generator, two power distribution panels, and battery back-ups. In addition, all computers and equipment should feature dual power supplies. Consider back-up systems for HVAC systems, water, and plumbing.
Because almost every system is duplicated, the cost per square foot for PSAP facilities can be high compared with other buildings.
Because almost every system is duplicated, the cost per square foot for PSAP facilities can be high compared with other buildings. Include redundancy costs in initial project budgets to ensure appropriate funding. PSAPs in rural areas may have back-up facilities in another town that can help cover calls and reduce redundancy costs. Similarly, PSAPs are often located and dispersed among regions, allowing another location to take calls if one becomes compromised.
Design Considerations
In addition to planning and budgeting for redundancy, carefully consider the location and the potential for natural disasters such as earthquakes, hurricanes, tornadoes, floods, and fires, and design accordingly. Include provisions to protect the building from mass casualty threats such as bombs or mass shootings. Several codes address these scenarios, such as the NFPA’s guidance on vehicle standoff distances, fire ratings, and ballistic ratings.
Mundane issues can also cause significant damage. For example, a leaking roof would be detrimental to a facility containing so many electronics that could be damaged or destroyed. One good practice for PSAPs is to have multiple roofs designed for extreme weather. Remember to look beyond the actual project site for potential issues. Antennas or cell towers on adjacent buildings could topple and impact operations. Plan for drop-off points for food delivery outside of the secured parking area.
Many critical elements must be considered when designing a new PSAP. Focus on the well-being of employees, ensure technical equipment can run efficiently, and put redundancy measures in place to future-proof the design of tomorrow’s PSAP.
Ray Lee is an Executive Vice President and Principal with FGMA. Email Ray: raylee@fgmarchitects.com