Minimum Training

1

• Minimum Training
• Standards
• for Public Safety
• Telecommunicators
• (2009 Project 33 Revision)
• Presented by Carol Adams, Stafford County and
  APCO Intl Standards Development Committee Chair
• And
• Lisa Fitzgerald, Communications Supervisor
• Charlottesville/UVA/Albemarle ECC

2
Minimum Training Standards for Public Safety
Telecommunicators2009 Revision Process

• Occupational Analysis
• Uses high-performing incumbent workers
• Calltakers, Law Enforcement Dispatchers, and Fire
  Dispatchers
• Initial panels - 2 days
• Developed general definition of the job and
  identified the Knowledge, Skills, Traits, Duties
  and Tasks
• Validation panels 1 day
• Three validations Regionally
• Validates information identified by initial panel

3
Minimum Training Standards for Public Safety
Telecommunicators2009 Revisions

• Objectives of Revision
• Identify modular components
• Chapter 1 Introduction / Definitions
• Chapter 2 - Agency Responsibilities
• Chapter 3 Organization Integrity
• Chapter 4 - General Skills and Knowledge
• Chapter 5 - Tools, Equipment and Technology
• (Slide 1 of 2)

4
Minimum Training Standards for Public Safety
Telecommunicators2009 Revisions

• Objectives of Revision
• Modular Components Contd
• Chapter 6 Professional Competence
• Chapter 7 Public Safety Calltaker
• Chapter 8 Law Enforcement Dispatcher
• Chapter 9 Fire Service Dispatcher
• Chapter 10 - Emergency Medical Services
  Dispatcher (Reserved)

5
Minimum Training Standards for Public Safety
Telecommunicators2009 Revisions

• Purpose Establish a more comprehensive training
  standard
• Utilizing the Occupational Analysis Process
• Preparing for the APCO American National
  Standards (ANS) Process

6
Minimum Training Standards for Public Safety
Telecommunicators2009 Revision Highlights

• Standard defines hiring authority or Agency
  responsibility
• Details the varied functions of Public Safety
  Telecommunicators, trainees and their
  responsibilities
• Includes a 24 hour per year (per employee)
  continuing education requirement
• Compliments CALEA standard for communication
  centers

7
Minimum Training Standards for Public Safety
Telecommunicators2009 Revision Additional
Features

• Manager/Users guide
• Compliments standard, providing a more in-depth
  reference related to the information contained in
  the standard
• This will be a valuable tool for Training
  Coordinators or others who are developing a
  training program to meet the standard
• Currently being developed

8
Minimum Training Standards for Public Safety
TelecommunicatorsChapter Overviews
9
Chapter 1Introduction

• Scope
• Purpose
• Definitions

10
Chapter 2Agency Responsibilities

• Program Administration / Organizational Integrity
• Agency shall establish no less than these minimum
  training and performance requirements
• Makes clear that there needs to be a detailed
  conversation and exchange of basic information
  and expectations between the trainee and the
  Agency
• Details not only the Agency responsibility, but
  the trainees responsibilities as well.

11
Chapter 3Organizational Integrity

• Mission and Values of Profession
• Scope of Public Safety Telecommunicator
• Authority
• Confidentiality
• Liability
• Scope of Public Safety Telecommunicator Trainee

12
Chapter 4 General Skills and Knowledge

• Common abilities of high-performing Public Safety
  Telecommunicators
• Critical thinking
• Effective customer service
• Active listening
• Decision-making
• Problem-solving
• Multi-tasking
• Working with others
• Effective verbal and written communications
• to name a few

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Chapter 5 Tools, Equipment, and Technology

• Proficient demonstration of all relevant tools,
  equipment, and technology utilized within the
  Public Safety Communication Center
• Radio systems
• Interoperability
• Computer systems
• Telephone systems
• Other equipment, tools and technologies

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Chapter 6 Professional Competence

• Identifies critical and unique training or
  performance components that enhance professional
  competence
• Examples
• Complete training/certification requirements
• Meet/exceed performance standards
• Comply with SOP/SOGs
• Continuing education
• Acquisition of additional knowledge and skill
• Professional Development
• Networking
• Professional affiliation

15
Chapter 7Public Safety Calltaker

• Minimum requirements for the Public Safety
  Communications Calltaker
• Call processing
• Record-keeping/documentation
• Relaying of information
• Pre-arrival instructions

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Chapter 8Law Enforcement Dispatcher

• Minimum requirements for Law Enforcement
  Dispatcher
• Provide radio communications dispatch services
• Analyze
• Prioritize
• Process
• Provide effective customer service and support
• Ensure responder and public safety
• Facilitate communications

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Chapter 9Fire Service Dispatcher

• Minimum requirements for Fire Service Dispatcher
• Provide radio communications dispatch services
• Analyze
• Prioritize
• Process
• Efficient and effective response to requests
• Provide effective customer service and support
• Facilitate communications
• Manage mutual aid/multi-jurisdictional events

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Chapter10Emergency Medical Services Dispatcher

• Reserved for future Standard development
• May be similar to Fire Services Dispatcher, but
  dispatching medical services requires specific
  knowledge not currently within this standard
• Not to be confused with EMD or operational
  requirements
• Occupational Analysis Workshops being planned

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Next Steps

• APCO American National Standards (ANS) Process
• Carol Adams, SDC Chair
• Project Initiation Notification Completed through
  ANSI
• Met with NFPA 1061 to discuss future
  collaboration
• NFPA 1061 and this standard compliment each other
• Next Step is 45-day public review comment
  period
• Visit www.apcostandards.org for more information

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APCO ANS Process
Candidate ANS Drafted

• Project
• Initiation

Review Maintenance
2. Public Review Comment
SDC SMEs
5. ANS Publication
3. Consensus Balloting
4. ANSI Approval
21
Next Steps

• Minimum Training Standards Program Certification
• Also referred to as P33 Certification
• Minimum Training Standard for Public Safety
  Telecommunicator
• Revision
• Guidelines available online
• Stay tuned for updates and visit
  www.apcostandards.org

22
Whats in it for me?

• Creating and/or maintaining a higher standard of
  training for your staff
• A superior training program is beneficial
• It supports staff retention
• Decreases Liability
• Provides superior service to your customers

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Will the process take a lot of work?

• YES.
• Already have a great training program
• Document that you meet the standards!
• Add APCOs PST-1 Course
• Requiring this course will meet a lot of
  standards

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Will P33 improve my program?

• Great Training Program?
• Project 33 Certification will prove it
• Good Training Program?
• Meeting standards will make it great
• So-So Training Program?
• P33 will give you info to make it better
• Fly-by-the-seat-of-your-pants Program?
• P33 gives you tools to create a superior
  training program from scratch

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How Do I Get Started?

• Go to the website and READ
• Get approval from the boss if needed
• Print off the Minimum Standards
• APCO is currently revising them

26
Getting Started (contd)

• Start a file for each Standard
• Begin with the standards that your program
  already meets
• Fill files with documentation that proves you
  meet the standards (lesson plans, SOPs...)

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Getting Started (conts)

• Next go to standards that you dont meet yet
• Adjust your program to meet standards
• Add to, or change Lesson Plans, training manuals
  and/or SOPs

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Have you met all of the Standards?

• Step 1 Complete a P33 Certification Application
  and submit 450 fee
• Step 2 Submit Curriculum and P33 Certification
  Review Checklist
• Copies of lesson plans
• Audio/Visual aids
• Tests/Exams and Evaluation Forms
• P33 Certification Review Checklist
• Electronic copies are preferred

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Meeting the Standards (contd)

• Step 3 Initial Review by APCO
• Step 4 Official APCO Review
• Step 5 Approved or Denied
• Denied given 90 days to fix it
• Still denied must reapply the next cycle
• Approved Get a formal letter and recognized at
  next APCO International Conference and Expo

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Recertification

• Certification is valid for 3 years
• Recertification Process is the same as the
  original certification process

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QUESTIONS???

• Lisa Fitzgerald
• Communications Supervisor
• Charlottesville-UVA-Albemarle County ECC
• 2306 Ivy Road
• Charlottesville, Virginia 22903
• Office [phone]
• Fax [phone]
• Email lfitzger_at_albemarle.org

• Carol Adams
• Director
• Stafford County Sheriffs Office, Division of
  Emergency Communications
• P.O. Box 189
• Stafford, Virginia 22555
• Office [phone]
• Email cadams_at_co.stafford.va.us