More Discussion Needed on 988 Implementation Hurdles, NANC Hears

“I’m glad the FCC has been working on it for years and glad for the work my predecessor has done on it as well.” The commission is required to submit a report to Congress by April that includes 988 geolocation (see 2101130051). NANC members largely agreed that additional discussion is needed about the technological challenges, policy issues and potential costs before making a recommendation. Wireline voice service providers have a “significant history” of providing location information for a 911 call, but “it’s not just as easy as leveraging that system and flipping a switch” for the hotline, said Kristine Hackman, USTelecom vice president-policy and advocacy. Privacy concerns about automatic location information “warrant further consideration” by the commission, said Matt Gerst, CTIA vice president-regulatory affairs. “There are privacy questions and a lot of folks saying people in a mental health crisis want to maintain their privacy,” Gerst said: “It’s not the same as a 911 call.” Time can be “critically of the essence” for a call placed to a crisis center, said James Wright, acting deputy director of the Department of Veterans Affairs’ Veterans Crisis Line, and at times, there can be a “significant challenge” in trying to identify a caller's location. Operational questions must be answered on how a 988 call affects callers because it's a “highly complex issue,” said Comcast's Tim Kagele, co-chair of the North American Portability Management (see 2101110055). He cited call routing. It’s important to understand what's necessary to facilitate a call and how it’s used appropriately, said Philip Linse, Lumen director-public policy. Call centers might need the ability to transfer a call placed to 911 that involves a mental health crisis, Linse said. Glenn Clepper, Charter director-regulatory, said the FCC should have industry experts to identify operational requirements. The commission could consider using a general fund to cover operational costs instead of applying fees to telecom services or on access lines or channels rather than phone numbers and capping the total number of lines per customer in which a state should impose fees, Clepper said.