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EAAC MCLS Presentation January 11, 2013

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Released: January 14, 2013
NG9-1-1 Service:
Media Communication Line
Services (MCLS)
(formerly: Emergency Video Sign Language & Communication Assistance
Service)
Direct Connect to NG9-1-1 using all modalities of
communication for individuals with disabilities who
make Video, Text and/or Voice Calls


Direct access to PSAPs/9-1-1 services
with connection to trained and qualified
sign language interpreters and
communication assistants for people with
disabilities in the same manner as
language services using video, voice,
text as needed for providing emergency
communication.






Recommendations:

1) Independent MCLS centers, to be
nationally recognized and certified
2) National standard operational protocol
(SOP) for MCLS
3) Standard qualifications for Sign
Language Interpreters (SLIs) and other
types of Communication Assistants
(CAs) in handling 9-1-1 calls
4) Standard training for SLIs and CAs


5) Standard employee assistance program
for SLI and CAs
6) Standard quality assurance (MCLS, SLIs,
CAs)
7) Consumer Outreach and Education
Program
8) General interoperability requirements and
technical standards for MCLS and PSAPs
9) Standard policy and operational protocol
on contingency plan for MCLS


Needs for Functional Equivalency:


1)

EAAC 2011 Survey review

– Devices used every day
and VERY important for direct connect to 9-1-1 as
opposed to VRS first. (Paradigm shift connect to SLI
after connect to PSAP not before)

2)

Functional equivalency

– People with disability
access to the same services as hearing callers and
non-English speaking callers who have been calling
911/PSAPs directly for years.

3)

Lack of Standards

- There is no standard regulation
from FCC for 9-1-1 relayed calls to be connected to
appropriate PSAPs within reasonable time, which is
incongruent and unsafe.







LEGACY 911: Voice or TTY call



Caller


PSAP


Language

Services


Legacy 9-1-1 - Hearing person who speaks language other than
English calls 9-1-1



When a hearing person calls, the telecommunicator recognizes that s/he
speaks another language. The telecommunicator will connect to a
language services agency to provide translation services. This becomes
three-way conferencing call. The PSAP has contract with the language
services agency.

Legacy 9-1-1: Video Relay Service (VRS) – Calling 9-1-1


Routing

Services


PSAP


Video

Caller


Interpreter


• A person calls VRS first and then interpreter call 9-1-1.
• VRS providers have contracts with vendors that provide routing services to appropriate PSAPs.
• Video Interpreters call the routing service vendor first and give address to a live person prior to connecting to PSAPs.
• Calls can go through non-emergency, emergency or administrative lines rather than via the 9-1-1 line.
Telecommunicators have priority to respond to calls coming through 9-1-1 line, so non-9-1-1 line calls can result in
delayed responses.
• The video interpreter relays communication between Telecommunicator and caller.


NG911: Video, Text, Voice or Data call



NG9-1-1: A person calls 9-1-1 using multimedia


When a person calls 9-1-1 via video or other types of media, the Telecommunicator recognizes that the caller needs SLI or
another type of assistance such as re-voicers, and then connects to MCLS (same concept as language services). The
caller’s terminal will engage in a call, such as video conferencing. There will be different types of communication
modalities involved depending on the needs of the callers. Examples are:
• Deaf-Blind (DB) – interpreter will voice what DB signs and then Telecommunicator responds by typing to DB who will
read Large Print or Braille
• Speech Disabled (SD) – interpreter will re-voice what the SD says and then Telecommunicator will talk directly to SD
• Late Deafened (LD) or others who are learning ASL – LD will voice to Telecommunicator and have interpreter to sign
along with captions, or speechread the interpreter

PSAP


Caller


Media

Communication


Line Service


PSAP will record all media types involved in the conversations.


PSAP

9-1-1

Caller

Caller

Profile

Database

Emergency Video Sign

Language & other

Communication Assistance

Media S

C e
o rvice
mmunication

Line OR

Se rvices

Video Relay Service




NG9-1-1: A person calls 9-1-1 using multimedia [caller profile]


When a person calls NG9-1-1, the signaling will reflect the desired communication mode, language preference and a specific combination of
media types, and then will connect to the PSAP, engaging the Media Communication Line Service simultaneously. During the call set-up,
MCLS will be invoked automatically as necessary, and the Telecommunicator will receive the caller profile at her/his station stating the type
of communication mode the caller prefers prior to answering the call. All three parties involved in the call will have video conferencing. There
will be different types of communication modalities involved depending on the need of the callers. Examples are shown in Diagram 3.

PSAP will record all media types involved in the conversations.



MCLS Work Group Co-Chairs



• Chris Littlewood

littlewood.chris@spcollege.edu

• Donna Platt

donna911wa@gmail.com


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