Commission to Advance NG911 Across Maryland Year Two Report Submitted December 2019 Table of Contents Letter from the Commission Chair ................................................................................................................ 1 Executive Summary ....................................................................................................................................... 3 1 Introduction ........................................................................................................................................... 8 2 Terminology ......................................................................................................................................... 10 3 Commission Background ..................................................................................................................... 11 3.1 Year One Review ......................................................................................................................... 11 3.2 Maryland 9-1-1 Structure and Actions ........................................................................................ 12 3.2.1 Commission ........................................................................................................................................... 12 3.2.2 Emergency Number Systems Board (ENSB) ........................................................................................... 12 3.2.3 Emergency Communications Committee (ECC) ..................................................................................... 12 3.3 Year Two Focus ........................................................................................................................... 13 4 Finance & Structure ............................................................................................................................. 13 4.1 Background ................................................................................................................................. 13 4.2 2019 Priorities ............................................................................................................................. 14 4.2.1 PSAP Funding ......................................................................................................................................... 15 Proposed Update to Carl Henn’s Law (SB339/HB397) .................................................................. 15 Intent to Fund 24 PSAPs ................................................................................................................ 15 9-1-1 Revenue Reserves ................................................................................................................ 16 4.2.2 Updated Fee Remittance ....................................................................................................................... 16 4.2.3 Audits ..................................................................................................................................................... 16 Carrier Remittance Audits ............................................................................................................. 16 PSAP Audits ................................................................................................................................... 17 Name of the ENSB ......................................................................................................................... 18 4.3 Summary of Recommendations .................................................................................................. 18 5 Joint Finance & Structure with Oversight & Accountability ................................................................ 19 5.1 Proposed Representation on the ENSB ...................................................................................... 19 5.2 Continuation of the NG911 Commission .................................................................................... 21 5.3 Summary of Recommendations .................................................................................................. 22 6 Staffing & Training ............................................................................................................................... 23 6.1 Background ................................................................................................................................. 23 6.2 2019 Priorities ............................................................................................................................. 23 6.3 NG911 Readiness ........................................................................................................................ 24 6.3.1 Training Topics ....................................................................................................................................... 24 Code of Maryland Regulations (COMAR) ...................................................................................... 25 Minimum Training Requirements ................................................................................................. 25 Timelines for Program Implementation ........................................................................................ 25 Statewide Disaster Recovery Team ............................................................................................... 26 6.4 Standard Level of Service ............................................................................................................ 26 6.4.1 Call Answering ....................................................................................................................................... 26 6.4.2 Protocol Usage ....................................................................................................................................... 26 i 6.5 Mandating Continuing Education ............................................................................................... 27 6.6 Occupational Wellness ................................................................................................................ 28 6.7 Summary of Recommendations .................................................................................................. 29 7 Technology & Cybersecurity ................................................................................................................ 30 7.1 Background ................................................................................................................................. 30 7.2 2019 Priorities ............................................................................................................................. 30 7.2.1 Data Sharing of Third-Party Applications ............................................................................................... 31 7.2.2 Call Transfer Technology ........................................................................................................................ 32 Clarify Definition of Public Safety Answering Point (PSAP) ........................................................... 32 Define a Non-Maryland Public Safety Answering Point ................................................................ 32 Revise 9-1-1 Requests for Assistance Processing .......................................................................... 33 7.2.3 Cybersecurity and Network Monitoring ................................................................................................ 33 7.2.4 Telephone Misuse .................................................................................................................................. 34 7.2.5 Text-to-9-1-1 Translation ....................................................................................................................... 35 7.2.6 Kari’s Law and RAY BAUM’s Act ............................................................................................................. 35 7.3 Summary of Recommendations .................................................................................................. 36 8 Oversight & Accountability .................................................................................................................. 37 8.1 2018 Background ........................................................................................................................ 37 8.2 2019 Priorities ............................................................................................................................. 38 8.2.1 Ideal Role and Placement of the ENSB .................................................................................................. 38 ENSB Role ...................................................................................................................................... 38 Placement of the ENSB ................................................................................................................. 39 8.3 Effective Implementation of NG911 ........................................................................................... 39 8.3.1 Communication and Transparency ........................................................................................................ 39 8.3.2 Guidance for PSAP Performance Metrics and Data Management ........................................................ 40 8.3.3 Interoperability and Interconnectivity ................................................................................................... 40 8.3.4 Public Education ...................................................................................................................................