911 centers, including emergency communication centers (ECC), public safety answering points (PSAP), emergency operations centers (EOC), public safety communication centers (PSCC), and other public service command centers are a critical component of emergency communications, and they face a unique set of challenges when planning for, and responding to, pandemics. CISA’s Guidelines for 911 Centers: Pandemic document suite aims to assist public safety partners across all levels of government when developing plans and actions regarding governance, procedures, staffing, and cleaning and disinfecting in response to a pandemic.

Aligned to existing guidance, recommendations, training courses, and inclusive of input from practitioners and subject matter expertise from CISA, SAFECOM, the National Council of Statewide Interoperability Coordinators, and the National 911 Program, the document suite contains four sets of guidance:

• Guidelines for Executives: 911 Center Pandemic Recommendations—emphasizes the importance of communications centers, accentuates the particular risk of a pandemic to resiliency of 911 operations, communicates executive-level action, and provides a description of available guidance for 911 administrators.
• Guidelines for 911 Centers: Pandemic Planning—highlights governance, resource planning, and contingency considerations from a holistic perspective during a pandemic
• Guidelines for 911 Centers: Pandemic Operating Procedures—provides recommendations on how to organize, train, and care for personnel while operating through a pandemic.
• Guidelines for 911 Centers: Cleaning and Disinfecting During a Pandemic—presents cleaning and disinfecting guidance specific to public safety and resources for 911 centers during a pandemic.

These guidance documents were developed in alignment to existing guidance and resources, and with input and best practices from practitioners and subject matter experts, to address any pandemic. The document suite provides recommendations that are advisory and are not to be considered federal directives or standards. Individual centers should review and apply the guidance based on their own requirements and discretion. CISA recommends that all pandemic planning actions appropriately balance public safety, the health and safety of the workforce, and the continued delivery of essential services and functions.