911 Dispatch Call Taking Services and System

Overview

Public Safety, Security & Fire

Bellaire, Michigan, United StatesPosted 2 months agoDeadline: March 23rd, 2026

Fit Score

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SUMMARY

Seeking a provider for a robust, redundant 911 dispatch call taking system with comprehensive support and NG911 upgrade capabilities in Michigan.

KEY REQUIREMENTS

Provide all services including installation, implementation, training, technical support, and ongoing maintenance for the 911 call taking system.
Complete work with minimal disruption to the workday.
Contractor must be licensed and responsible for obtaining all necessary permits.
Submit proof of commercial general liability insurance, motor vehicle liability insurance (minimum $500,000.00 per occurrence), and workers' compensation insurance.
Provide descriptions of similar completed projects and references for the contractor and any subcontractors.
Attend a mandatory pre-bid site visit meeting at 207 E. Cayuga St., Bellaire, MI 49615.
The proposed system must be NENA i3 compliant and a NextGen 911 call taking system.
All major system components must be fully redundant and support geo-diversity across two locations.
The system must provide full capacity call processing during scheduled or unscheduled outages.
The system must be expandable for future growth and ensure continuous operation via a fault-tolerant design with built-in redundancy.
The solution must align to applicable NENA i3 v2 standards and provide an upgrade path to emerging NG911 i3 capabilities.
The Call Taking System (CTS) must support SIP and Automatic Call Distribution (ACD) in combination with Interactive Voice Response (IVR).
The call taking workstation must provide visual display of the emergency caller's telephone number and street address information based on legacy ANI/ALI and I3 v2 compliant standards.
The system must be capable of extracting geographical coordinate information from the ALI file and transmitting it to geographical mapping software.
The CTS must support configurable multiple ALI links, ALI groups, and ALI parsing (Class of Service, ESN, CPN).
The CTS must provide auto ALI rebid capability with pre-defined intervals and allow manual ALI data requests.
The vendor must provide NENA I3 v2 compliant interfaces for the delivery of callback and location information to CAD, mapping applications, and voice recorders.
The CTS must be capable of delivering caller name, address, and location information to CAD and mapping applications natively via IP.
The CTS must provide a configurable Call Data Record (CDR) setting profile for printing, saving, and extracting data to MIS, CAD, and networked printers.
The system must support interfaces to multiple CAD servers using standard NENA CAD spill over serial port and over IP, and provide CAD spill updates when ALI is rebid.
Call takers must have the ability to use the same headset for both radio and telephone conversations.
The CTS must provide a user interface where contacts can be displayed in an array of buttons for one-click dialing, supporting multiple layers and import/export of contact list data.
The CTS must support the creation of multiple agencies in the system, allowing allocation of lines, agent roles, phone groups, and screen layouts on a per agency basis.
The CTS must be capable of providing remote operator answering positions that connect with the PFN, providing a separate redundant geo-diverse location.
The vendor must provide two hot standby systems for use in the event of a system down at the primary location.
The vendor must provide 3 call taking positions at the Main Site, utilizing mostly Commercial-Off-The-Shelf (COTS) components.
The call taking workstation must permit customization of the user interface and support the assignment of multiple console user interface layouts based on the call taker role.
Call control features must include conference, supervised/blind transfer, local/system hold, and the ability to drop, hold, and un-hold parties of a conference call.
A supervisor must be able to initiate an observation session on any agent, silently connected to the agent's audio path, with an option to barge in.
The system must support the processing of SMS (text to 9-1-1) calls according to NENA i3 compliant communications protocols with the Text Control Center (TCC), including translation services for Spanish dialects.
The call taking workstation must display the Calling Party Number (CPN) and Automatic Location Identification (ALI) of an incoming 9-1-1 or emergency call before it has been answered.
The console shall support the ability to print ALI information.
The call taking workstation must provide the ability to notify the agent of any abandoned calls (visual and audible indicators) and automate the abandoned call back process.
The call taking workstation must provide an audio management device allowing the connection of handsets/headsets, long term recorder, radio console call director, and auxiliary audio inputs, with adjustable ring volume and individual volume control.
The call taking workstation must provide the ability to mute the transmit side of the handset/headset.
An integrated TDD/TTY detection and conversation capability must be available for every console, supporting Baudot and ASCII encoding/decoding.
The call taking workstation must support a minimum of twenty (20) pre-programmed configurable TDD/TTY messages, transferring and conferencing TDD/TTY calls, and compliance with ADA requirements for Hearing Carry Over (HCO) and Voice Carry Over (VCO).
The CTS must provide the ability to record the text of a TDD/TTY conversation in the MIS.
The CTS must be able to support the ability to display live streamed video and receive photos from callers via push/pull notification from the PSAP.
The CTS must allow supervisors and/or call-takers to view real-time, concise ALI information of all 9-1-1 calls in queue at the PSAP.
The system must be equipped to run self-diagnostic programs and automatically report any error visible in the queue.
Most server maintenance and administration functions must be accessed via a browser-based application, with core critical systems securely accessed locally.
The CTS must feature an automatic greetings system, allowing users to record, edit, save, and set unique greetings specific to the line type being answered.
Instant Recall Recording (IRR) functions must record both telephony and radio audio, store calls locally for a predetermined amount of time (at least 24 hours), and allow audio export to .wav files.
The Management Information System (MIS) must provide a comprehensive, user-friendly, customizable, and auto-schedulable management and statistical reporting solution.
The MIS solution must be capable of monitoring all lines within the CTS (9-1-1 and administrative), be server-based with browser access, and support SMS call session reporting.
The MIS solution application must allow for reports to be exported to various file types (excel, CSV, PDF) and contain near real-time information, allowing users to search for recently completed events.
The MIS system must provide the ability to facilitate filtering by shifts and include the ability to build ad hoc reports from scratch.
The desired mapping solution must support on-premises deployment, be scalable, and integrate with enhanced location technology such as RapidSOS.
The mapping solution must display wireless and wire-line caller locations using different icons, plot latitude and longitude coordinates, and display the confidence zone around Phase II call coordinates.
The mapping solution shall identify older wireless icons when PSAP re-bids the same wireless caller, showing the wireless device's movement via breadcrumbs.
The mapping solution must be displayed on a separate monitor or in a browser on the 9-1-1 call handling application and be built on Esri technology.
The mapping solution must support the ability to use aerial imagery, have basic map navigation features (pan and zoom), and provide interactive tools such as measuring area and distance.
The mapping solution must provide intuitive searches and allow the agent to look up an address, street, intersection, or points of interest and search all available GIS datasets for a match.
The mapping solution must support access to indoor building floor information.

BUDGET

Estimate

$500,000 – $2,000,000

TIMELINE

Bid Deadline: March 23rd, 2026, 4:00 p.m.

Bid Opening/Award: March 23rd, 2026, 4:00 p.m.

Final decision by County Board of Commissioners: April 2nd, 2026

Work completion: December 1st, 2026

Issuing Agency

Antrim County

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DESCRIPTION

The agency is seeking a vendor to provide comprehensive 911 dispatch call taking services and systems. The selected vendor will be responsible for all related services, including installation, implementation, training, technical support, and ongoing maintenance, to ensure full operational capability for the agency.

Proposed solutions must have fully redundant components, enabling complete geo-diversity and ensuring continuous call processing from ingress to call taker positions, even during both scheduled maintenance and unexpected outages. The system should be deployable in hosted or shared environments, with flexible allocation of system resources, console configurations, notifications, reporting, and customizable call handling rules on a per-agency basis.

Additionally, the system should provide an upgrade path to next-generation NG911 i3 functionalities, either through component-level enhancements or hardware replacements. Compatibility with multiple CAD servers is required, using standard NENA CAD spillover via serial port or IP connections. The solution must also support a mapping interface that displays either on a separate monitor or within the 9-1-1 call handling application's browser.

Source attribution

This Settle analysis is based on the issuing organization’s public RFP listing.