STANDARD COMPETENCIES:

 I.      Explain the role and essential skills and abilities of the emergency dispatcher.

 II.     Explain the basics of 9-1-1 technology and its relation to the communications center.

 III.    Explain the use of TDD/TYY technology for the speech and hearing impaired community.

 IV.     Explain how to manually process calls through the communications center.

 V.      Explain the basics of radio technology (including repeaters, consoles and control equipment).

 VI.     Define the proper use of verbal and nonverbal communications to send and receive messages.

 VII.    Explain and apply the techniques for information processing.

 VIII.   Explain the roles of public relations as it relates to call-taking and dispatching.

 IX.     Describe the various types of calls received by the dispatcher and call-handling processes.

 X       Identify the general types of calls telecommunicators are likely to handle (law enforcement, fire, and EMS).

 XI.     Explain the various rules and procedures associated with radio communications.

 XII.    Describe the legal responsibilities associated with public safety communication.

 XIII.   Explain the effects of stress on the body.

 XIV.    Describe the management of distress and burnout in the telecommunicator.

 XV.     Describe the NAED ETC Certification process.

 TOPICAL OUTLINE:

 

 I.      Roles and Responsibilities of the Emergency Telecommunicator

         A.      Mission Statements

         B.      Policies and Procedures

         C.      Roles of the Emergency Telecommunicator

         D.      Ethics, Values and Professionalism

         E.      Media Relations

         F.      Confidentiality

 II.     Technologies

         A.      Telephone technology

         B.      Cellular phones

         C.      9-1-1 Technology

         D.      TDD/TYY Technology

         E.      Manual Dispatching

         F.      Computer Aided Dispatch

         G.      Radio Communication

 III.    Interpersonal Communication

         A.      Active and Passive Listening

         B.      Verbal and Non-verbal Communication

         C.      Information Processing

         D.      Solving Communication and Language Problems

 IV.     Telephone Communication and Call Processing

         A.      Customer Service and Public Relations

         B.      Call Receiving

         C.      Interview Techniques

         D.      Types of Callers

         E.      High-Risk Callers

 V.      Call Classification

         A.      Protocols

         B.      Law Enforcement Calls

         C.      Fire Calls

         D.      Medical Calls

 VI.     Radio Broadcast Procedures

         A.      Radio Frequency and Channel Use

         B.      Broadcast Rules and Procedures

         C.      FCC Rules

 VII.    Legal Aspects of Public Safety Communication

         A.      Legal Liability and Community Expectations

         B.      Risk Management

 VIII.   Stress Management

         A.      Understanding Stress

         B.      Stressors Unique to Call Takers and Dispatch

         C.      Recognizing Stress and Burnout

         D.      Managing Stress and Burnout

         E.      Critical Incident Stress