[{"_1":2,"_99":-5,"_100":-5},"loaderData",{"_3":4,"_26":27},"root",{"_5":6,"_17":10,"_18":19,"_20":21,"_22":10,"_23":-5,"_24":-5,"_25":10},"user",{"_7":8,"_9":10,"_11":10,"_12":-5,"_13":-5,"_14":15,"_16":-5},"roles",[],"isAuthenticated",false,"isPremium","planName","subscriptionStatus","featureFlags",{},"insightsBudget","isDevelopmentHost","userPreferences",{},"recaptchaSiteKey","6LcvOJcUAAAAAHsB-gPGfGktcRlKpH7OTIU_dMTD","isImpersonating","impersonation","affiliateStatus","isFreedomPortal","routes/v2/article/layout",{"_28":29,"_30":31},"notFound",true,"relatedArticles",[32,75,87],{"_33":34,"_35":36,"_37":38,"_39":40,"_41":42,"_43":44,"_45":46,"_47":48,"_49":50,"_51":52,"_53":54,"_55":56,"_57":58,"_59":60,"_61":62,"_63":64,"_65":66,"_67":68,"_69":70,"_71":72,"_73":56,"_74":56},"mediaId",6174689,"mediaKeyId","5368069-4209382248a189a3a2d9221ce0812cf2","parentId",5368069,"title","Colorado 9‑1‑1 leaders prepare training for lawmakers and vote to pursue prepaid‑surcharge fix","audioSeconds",2741,"startMs",432000,"endMs",3173000,"viewUrl","/Search/View?dp=1&key=5368069-4209382248a189a3a2d9221ce0812cf2&start=432&end=3173","thumbnailUrl","https://assets.pipeline.soar.com/5368069-4209382248a189a3a2d9221ce0812cf2/thumbnail_432000.jpg","articleUrl","/articles/6174689/Colorado/Colorado-911-leaders-prepare-training-for-lawmakers-and-vote-to-pursue-prepaidsurcharge-fix","mediaUrl","https://secure.pipeline.soar.com/6174689-c2ed507bfef7cb15564e3f825afb495c/orig.mp4?Expires=1770522512&Signature=fNREHzu7sKh9yHwUg4VgKK2X1GSzi8KMXqKM1dbP5wbvJJiby6cvmOWgX1BY3EBfuCZ~w1-8~~IUi9LiRH9l8L5VfUnG9if8fWzedTQj4e0-P8UBUwjneiZGyXuFxpZUPJT1kzAMCSyhoGYReU~1LMKFiiYKSOCiE72QgMVVmgCWjDMK8A0U6r7pi~LCvRL35JrMVxZhkKPriLCfet2yRk~QzUs5h3RQk~BKuIfy9Fg0KRA6RhBwjGzDkJ0PpDuT8Qt7IpL3CfpajhtD5Y6HmhRuD4y2PQjft9UUkBDW0kbstbCMogz~av~ntmHLHTrMgzfJm688ayA2ma5EAJBlPw__&Key-Pair-Id=KUT5TJCACFTXG","author","","date","2025-07-11T22:53:12.927Z","article","The Colorado 9‑1‑1 Task Force on Thursday heard a presentation from the Legislative Committee on a new training package for public-safety answering point (PSAP) leaders designed to prepare them to brief state legislators on how 9‑1‑1 works, and on the technology and funding needs of PSAPs across the state. The task force also voted to authorize the Legislative Committee to prepare draft legislation to clarify the statutory definition of prepaid wireless service after a recent Department of Revenue private letter raised questions about which prepaid plans are subject to the statewide prepaid surcharge.

The Legislative Committee chair, Jackie Reynolds, said the training is aimed at PSAP managers and directors so they can give legislators a “local face” for 9‑1‑1, explain how Colorado’s 84 PSAPs operate differently, and describe staffing and funding pressures. “We want our legislators to understand the profession,” Reynolds said, explaining the course will cover who 9‑1‑1 professionals are, the training they receive, technology needs such as NextGen 9‑1‑1 and GIS, and how centers are funded at local and state levels.

The nut of the committee’s case: legislators commonly equate 9‑1‑1 with field responders, Reynolds and other speakers said, and may not realize that PSAPs are highly trained operations with unique, ongoing technology costs. Jennifer Kirkland of the PUC/Resource Center presented the draft materials and noted the committee plans to give PSAPs handouts and a simple visual “call‑flow” diagram to use with legislators. The committee also plans to track which legislators PSAP representatives have met.

PUC staff told the group the commission will open its annual proceeding to set surcharges and the local emergency telephone charge threshold later this month; that proceeding will set the statewide 9‑0‑1 surcharge (which in 2025 includes the 9‑1‑1 Services Enterprise fee), the prepaid surcharge and the local thresholds. “We will be opening a proceeding to set all of the rates for next year,” said Daryl (PUC staff). He stressed the initial staff recommendations in that proceeding will be followed by a public comment period and a final decision prior to September.

Much of the meeting turned to a separate but related funding problem: a Colorado Department of Revenue private letter ruling that a growing subset of prepaid plans may not meet the statutory definition of prepaid wireless service, and therefore might not be subject to the prepaid surcharge. Committee members said the ruling first appeared as a confidential letter to a single provider but has already been circulated in tax publications and could reduce statewide prepaid surcharge revenue. Jennifer Kirkland said Colorado collected about $17,000,000 in prepaid wireless surcharge revenue in 2024; the Legislative Committee and multiple task force members said that loss would be significant.

Task force members discussed two paths: ask DOR to reconsider or clarify the private ruling through its process (and ask whether the Attorney General’s Office was involved in the letter), or pursue legislative language to update the statutory definition of prepaid wireless to reflect current business models (for example, monthly unlimited plans). The committee reported that some language had been proposed in the previous legislative session (Senate Bill 31) but did not fully address today’s concerns.

After discussion, the task force passed a motion authorizing the Legislative Committee to draft and pursue legislation to change the prepaid wireless definition (motion moved by Kimberly Culp; seconded by Tina Powell). The motion passed on a voice vote with no recorded opposition.

Committee members emphasized that the training package must be customizable by individual PSAPs: local emergency‑telephone‑charge rates differ across the state (from about $0.70 to $4.00) in part because costs such as staffing, facilities and tourism-driven call volumes differ by jurisdiction. Several speakers urged attendees to bring a simple pie chart to show how their center is funded (local ETC, county/city general funds, user fees, state surcharges) so legislators see the local funding mix.

The presentation also reviewed technology projects that will be central to future legislative conversations: NextGen 9‑1‑1 call‑delivery upgrades, GIS boundary and responder datasets, console (call‑handling) upgrades, cybersecurity needs as PSAPs move to IP environments, translation/transcription services, and the growing flow of data‑based alerts (e.g., automatic crash notification, medical devices). Committee members urged PSAPs to personalize the legislative message — show a face and a data snapshot to make the case that reductions or diversions in 9‑1‑1 funding would have local consequences.

Why it matters: the combination of rising technology costs, changing carrier business models and a possible reduction in prepaid surcharge revenue could alter how PSAPs fund critical upgrades and staffing. The task force’s legislative vote signals a top‑priority, near‑term policy effort to protect a revenue source many PSAPs rely on.

Votes at the meeting included the preyed surcharge motion; the task force chair noted the committee will continue outreach to DOR to seek clarification but that preparing draft legislation now preserves options if administrative channels do not reverse the DOR letter.

The Legislative Committee said it will circulate the training materials broadly, hold virtual and in‑person briefings, and compile a record of which legislators have been contacted by local PSAP leaders.","mediaType","Video","parentTitle","7.10.2025 Colorado 911 Task Force Meeting","oneSentenceSummary","The Colorado 9‑1‑1 Task Force on Thursday heard a presentation from its Legislative Committee offering a new training package to help PSAP leaders educate state lawmakers about 9‑1‑1 funding, technology and staffing, and the task force voted to authorize draft legislation to clarify the state's definition of prepaid wireless service after a Department of Revenue private letter raised questions about prepaid surcharge liability.","taxTitle","Public Utilities Commission, Governor's Boards and Commissions, Organizations, Executive, Colorado","taxId",28165,"location","Colorado","headline","shortSummary",{"_33":76,"_35":36,"_37":38,"_39":77,"_41":78,"_43":79,"_45":80,"_47":81,"_49":82,"_51":83,"_53":84,"_55":56,"_57":58,"_59":85,"_61":62,"_63":64,"_65":86,"_67":68,"_69":70,"_71":72,"_73":56,"_74":56},6174679,"Twelve Colorado PSAPs now partner with 988 contact center; Colorado Springs signs MOU and transfers calls",232,5305000,5537000,"/Search/View?dp=1&key=5368069-4209382248a189a3a2d9221ce0812cf2&start=5305&end=5537","https://assets.pipeline.soar.com/5368069-4209382248a189a3a2d9221ce0812cf2/thumbnail_5305000.jpg","/articles/6174679/Colorado/Twelve-Colorado-PSAPs-now-partner-with-988-contact-center-Colorado-Springs-signs-MOU-and-transfers-calls","https://secure.pipeline.soar.com/6174679-c079367b51095375a4295ab996d4a9ee/orig.mp4?Expires=1770522512&Signature=o5XYvICOeXgbbR~TRiV8BDn1pnQ85aBqbt9kJX2AH-dsqxWy1GcHWCieJoUnFJY6gCsQ3MHmZuCRphAREYSkJhTPeDjzUo71dMP~Bnli6Q4H1VqJH5muGvgHU0NqCU3Bssgi3v52U-lJk~Q6TNl3-NY3dzDeYO-spW3h~6PBqI2ChH6Ko~-P5fuAEUDJj~JLKEpWwsD535bN4yYDw-dhiKyeuyaTEpkgTNkI9~AI96pJokY8lKIDTfp0kR4oRQOLstiYgSAWwPwd6qTstaAnA1osjlw3~F1WVAamn~LMypadIvO80i7fpHNFwDsOQ~bDrnQQnq-Mhwt9VJ~9xPy0YA__&Key-Pair-Id=KUT5TJCACFTXG","The task force received an update on Colorado's 988 (Suicide & Crisis Lifeline) partner network. Norman Keter (PUC/PHA) reported that 12 PSAPs have active transfer arrangements with the Solari contact center for handling mental‑health crisis calls. Recent progress includes a memorandum of understanding between Colorado Springs and Solari, executed June 16, after which Colorado Springs transferred roughly 71 mental‑health related calls to the 988 contact center over about a month.

Keter and Jennifer Kirkland said the program's goal is to increase partnerships so PSAPs can route mental‑health calls to trained crisis counselors when appropriate, lessening burden on 9‑1‑1 staff and connecting callers to specialized care. Officials noted a training need: some transfers reach 988 that are categorized as “imminent risk,” which requires different operational handling; organizers plan coordinated training with Solari and the regional PSAPs to clarify transfer criteria.

Staff encouraged PSAPs interested in partnering with 988 or establishing a back line for direct transfers to contact Solari or the resource center. Norman said the team will prioritize onboarding and training, and Nate Clay (988 coordinator) will conduct additional outreach once available.

Why it matters: expanding 988 partnerships directs certain crisis calls to specialized mental‑health responders, which can improve outcomes for callers in behavioral‑health crises and free PSAP resources for other emergency calls.","Task force heard an update on 988 partnerships: 12 PSAPs transfer mental‑health crisis calls to the Solari contact center, Colorado Springs signed an MOU and transferred 71 calls in a month; organizers plan training to reduce inappropriate transfers of imminent‑risk calls.",{"_33":88,"_35":36,"_37":38,"_39":89,"_41":90,"_43":91,"_45":92,"_47":93,"_49":94,"_51":95,"_53":96,"_55":56,"_57":58,"_59":97,"_61":62,"_63":64,"_65":98,"_67":68,"_69":70,"_71":72,"_73":56,"_74":56},6174684,"9‑1‑1 centers press Lumen on audio disruptions and request single escalation point",2835,7200000,10035000,"/Search/View?dp=1&key=5368069-4209382248a189a3a2d9221ce0812cf2&start=7200&end=10035","https://assets.pipeline.soar.com/5368069-4209382248a189a3a2d9221ce0812cf2/thumbnail_7200000.jpg","/articles/6174684/Colorado/911-centers-press-Lumen-on-audio-disruptions-and-request-single-escalation-point","https://secure.pipeline.soar.com/6174684-b1b55a90bd67ba180609a1dd16ebc3e8/orig.mp4?Expires=1770522512&Signature=M0jPSCDoPjUgWWmi2~yCbEPGs0Ndqx6rO1W55CK5HgSaV7PPfte8cxMj0mmkEsRGwaViZzHyrDyLjZ5dOUsVOpqmFX9BvObtAwO6nm07DcobwBJ-NG~rHvCwFhFUiQU81-qSGSbHyKkM57zAc8Wjf8xKOkXy1CgzYI5ruQWYzmvRhCuqa2VwToxp7Td0DboryIVB~BTJ17Dda~4AlQeP~rUG3Pv0dwtfzqSipT-N4PO321vkjH~fHqQexOdq4uGdXwtObWXI~ey6BhI7VYy7bFpZSaI6yAcvQ8pORdOwgz5FsTKelR24-Fcv5Zx7kdBn17QkAag6MXe3lHADll1zKA__&Key-Pair-Id=KUT5TJCACFTXG","Leaders from several Colorado PSAPs pressed Lumen (CenturyLink) representatives at the task force meeting about recurring audio problems and other service disruptions that have affected incoming 9‑1‑1 calls. Lumen managers acknowledged past breakdowns, apologized for service gaps, and committed to follow‑up work to improve escalation, communications and monitoring.

Arapahoe County 9‑1‑1 and other local agencies described a severe audio issue that first occurred in mid‑June last year and took more than two weeks to resolve; the problem appeared again in mid‑June this year. “The audio was so poor and so bad that [call takers] were hanging up and calling the people back,” said Kathy Raley (Arapahoe County 9‑1‑1). She said the service appeared to be caused by legacy transport equipment in the network and asked what Lumen is doing to modernize and replace older TDM/OC carrier facilities that continue to support PSAP connectivity.

Aurora representatives reported a separate symptom: random calls that lose audio around the 11‑minute mark. Staff there said the problem is intermittent, carrier‑agnostic and difficult to reproduce, and that PSAP technicians have logged instances and submitted tickets. Lumen representatives asked for ticket numbers to investigate the pattern and said they would escalate the Aurora incident for deeper troubleshooting.

Multiple PSAP leaders said the operational friction is worsened when Lumen’s network operations center (NOC) closes tickets prematurely or when field technicians arrive without coordinating with PSAP vendors (for example, Entrado/Intrado) that manage on‑site NG9‑1‑1 equipment. Several task force members asked for a single named escalation contact at Lumen who would shepherd issues, coordinate vendor truck rolls, and provide clear status updates rather than leaving PSAPs to chase progress.

Lumen staff present — including Jim Carlson (public‑safety sales lead) and Jeff Winkelman — acknowledged gaps in communication and pledged to review NOC ticketing practices, improve cross‑team coordination, and provide more regular status reporting on major incidents. Carlson offered his direct contact information and said Lumen would assemble an internal action plan and return with measurable progress. He also suggested quick surveys so the provider and PSAPs can track whether the reported experience is improving over time.

PSAP leaders raised two contract‑level remedies: stronger tariff or contract guardrails to require timely responses and clearer escalation thresholds, and cross‑training or authorization so Lumen technicians can perform certain troubleshooting steps on NG9‑1‑1 equipment at the PSAP when permitted, to avoid delays waiting for vendor specialists. Lumen said it would discuss these operational proposals internally and with partners such as Entrado.

Why it matters: unreliable audio and unclear escalation create operational risk in call handling and increase the time PSAP staff must spend troubleshooting incidents. Task‑force speakers said improved monitoring, a single escalation point and better coordination on truck rolls would materially reduce operational risk.

Lumen agreed to follow up directly with affected PSAPs and to return to the task force with progress updates. Task‑force members encouraged that progress be visible and measurable (e.g., status reporting and short surveys) ahead of the next scheduled task‑force meeting.","Multiple PSAP leaders reported recurring audio and call‑handling disruptions—one region experienced a repeat audio problem last year and again this June—and asked Lumen for a clearer escalation path, faster on‑site coordination with other vendors, and stronger contract/tariff accountability.","actionData","errors"]

Article not found

Colorado 9‑1‑1 leaders prepare training for lawmakers and vote to pursue prepaid‑surcharge fix

Twelve Colorado PSAPs now partner with 988 contact center; Colorado Springs signs MOU and transfers calls

9‑1‑1 centers press Lumen on audio disruptions and request single escalation point