To the CRC Dispatcher Review Committee,
On behalf of Orange Emergency Communications Center, I’d like to thank you for the tremendous task that you have accomplished with the review of the Proposed Minimum Training Performance Outcomes for Dispatchers. The amount of effort and time that was spent reviewing the documents and the information submitted shows in the language changes proposed.
Much of the proposed changes are well written and welcomed (Text to 911!). Much of the language meets or exceeds the National APCO ANSI Standard APCO ANS 3.103.2.2015 Minimum Training Standards for Public Safety Telecommunicators. As we know, dispatching is an ever-evolving profession with technology changing daily.
Orange ECC, however, does not support the removal of Fire/EMS language. As specified in the document it is noted that dispatchers need to anticipate the needs of the Officers in various situations. Providing dispatchers with a basic understanding of Fire/EMS terms and functions will only serve to enhance LE communications not take away. The historic tenure of teaching Fire/EMS lends itself to this mentality.
Additionally, there are some specific sections where some further language is required for clarification. I have provided specfic examples below.
What does the CRC see as the historical evolution? Is this referring to when 911 was introduced and how?
1.1.3. Identify the dispatcher’s responsibilities and the important role they play in officer safety. the role they play in dispatch operations
Recommend change the language to be more inclusive, since this section is talking about the large picture of dispatching.
b. Active listening – receiving – understanding/analyze value of words – the ability to paraphrase/rework/repeat/mirror caller’s requests/needs
This section here validates the need for Dispatchers to have a basic understanding of Fire/EMS and LE operations. To understand the request/need it is important that a dispatcher can understand the difference between types of calls.
1.2.3.4. Specialized equipment (e.g. text to 911, voice over IP, and social media
Add in Apps, there are various apps that are now being used to contact 911
Performance Outcome 1.4. Demonstrate dispatcher telephone techniques, call control, and information dissemination.
Training Objectives Related to 1.4.
1. Given a practical exercise, demonstrate telephone techniques including call handling.
2. Given a practical exercise, demonstrate how to manage specialized calls.
3. Given a practical or written exercise, explain the importance of call control and information dissemination.
4. Given a practical or written exercise, describe the call type using the classification process – Emergency, Non-emergency, and Routine (Remove the word Routine )
This section here displays the need for Dispatchers to have a basic understanding of Fire/EMS and LE operations. To be able to effectively call handle a dispatcher must have a basic understanding of the various call types/scenarios. These include Fire/EMS call types.
Further, many calls require multi-faceted responses from various agencies example a suicidal subject or domestic violence issue with Injuries would require EMS as well as LE. Understanding that this is part of the call taking process and dispatch matrix is imperative to a well-rounded LE Dispatcher.
1.4.2.8. Telecommunication device for the deaf (TDD)/ or hearing/ speech impaired teletype writer (TTY)
Performance Outcome 3.1.
3.1.1.3. Define the following terms per 47 U.S.C. § 225:
3.1.1.3.1 Telecommunications Device for the Deaf (TDD)
3.1.1.3.2. Telecommunications relay services
In regard to TTY/TDD this is considered older technology, while still relevant due to ADA laws, expand on the use of Text to 911.
3.5.1. Identify three different circumstances dispatchers and emergency communication agencies can be potentially held liable:
3.5.1.1. Failure to train
3.5.1.2. Equipment failure 35
3.5.1.3. Insufficient staffing (e.g. failure to maintain minimum staffing levels) add in failure to terminate
3.5.1.4. Improperly trained staff
3.5.1.5. Inappropriate and no response to caller
3.5.1.6. Inefficient response to caller
3.5.1.7. Improper, misuse and/or disclosure of confidential information
3.5.1.8. Failure to follow procedure or use of improper or outdated procedures
3.5.1.9. Failure to document and maintain accurate records
Remove the word three – list shows more than three.
Add in Misfeasance, malfeasance, non-feasance
Add in the different types of negligence, negligent hiring, training etc. etc
On the Job Training
There are many various dispatch agencies within the Commonwealth, ranging from Primary PSAP’s too non-traditional agencies such as airports, or Universities. OTJ is a vital piece of training, however, due to the diverse communications centers in the Commonwealth, continue to recommend that the agency only need to complete the OTJ section that is specific to them. For example some agencies do not have a CAD system or a voice logging recorder.