Current through September 9, 2024
Any individual requiring certification as a public safety
telecommunicator or a private safety telecommunicator in accordance with
Connecticut General Statutes subsection (c) of section
28-30
shall successfully complete a state-approved telecommunicator training program
in which:
(a) The telecommunicator
shall demonstrate an understanding of interpersonal communications, to include:
(1) The forms of communication;
(2) The factors that influence and complicate
communications;
(3) SMCR (Sender or
Source, Message or Method, Channel, Receiver) concept of
communications;
(4) Loop of
understanding and feedback;
(5)
Barriers to effective communications;
(6) Communication symbols and the social
environment; and
(7) Stress
Management.
(b) The
telecommunicator shall demonstrate an understanding of the organization of the
public or private safety communications function, to include:
(1) The organizational structure of police,
fire and EMS public or private safety telecommunications centers;
(2) Interrelation of the communications unit
with other functional units within the parent organization, with other
departments and with the public; and
(3) Basic operational requirements of a
public or private safety telecommunications system and the vital services
provided.
(c) The
telecommunicator shall demonstrate an understanding of public or private safety
telecommunications systems, to include:
(1)
The components that make up a telecommunications system including, but not
limited to, the use of repeater base stations, satellite receivers, voting
comparators, mobile repeaters, mobile data terminals and control
consoles;
(2) Commonly encountered
malfunctions in radio telecommunications systems, the corrective actions that
may be taken to re-establish communications and the ability to communicate the
nature of malfunctions to a radio technician; and
(3) Electromagnetic spectrum and spectrum
management by the Federal Communications Commission (FCC).
(d) The telecommunicator shall demonstrate an
understanding of the basic fundamentals of public safety radio
broadcasting.
(e) The
telecommunicator shall demonstrate a proficiency in the basics of public safety
radio broadcasting, to include:
(1) Effective
transmission of information and descriptive data to field units or other public
or private safety agencies;
(2)
Theory and use of radio signal codes;
(3) Use of aural brevity codes and the phonic
alphabet;
(4) Use of 2400 hour time
in broadcasting; and
(5) Correct
procedures for broadcasting including the following: street address numbers,
vehicle identification numbers, registration numbers, serial numbers or model
numbers and descriptive data concerning persons, property and
vehicles.
(f) The
telecommunicator shall demonstrate an understanding of public safety
telecommunications record systems, to include:
(1) The various types of records that shall
be maintained within a public safety telecommunications center including, but
not limited to, status records, dispatch records, daily logs, daily bulletins,
and supervisor's daily log;
(2)
Records retention schedules; and
(3) Laws associated with the taping of
telephone calls and radio transmissions.
(g) The telecommunicator shall demonstrate an
understanding of standard universally accepted broadcast rules and procedures,
to include:
(1) The need for standardization
of broadcast procedures;
(2)
Technique for choosing appropriate words and rate of speech for broadcast
messages;
(3) Logical sequencing of
information, echo procedures, impersonal dispatching, concept of never guessing
the content of written messages, and courtesy;
(4) Styles of call-up procedure;
(5) Clipping;
(6) Acknowledging calls from mobile units or
other stations;
(7) Terminating
calls;
(8) Use of alert tones;
and
(9) The parts of a dispatch
message.
(h) The
telecommunicator shall demonstrate understanding of telephone techniques, to
include:
(1) Basic principles for handling
calls from the general public and calls from other emergency service
agencies;
(2) General telephone
techniques, including clarity of speech, avoidance of the use of jargon or
slang, explanation of waits and telephone courtesy;
(3) Specific telephone techniques, including
taking charge of the conversation when dealing with the public, personality
projection, repetitive persistence, obtaining pertinent information,
classifying the nature of a complaint or report, and following through on
information obtained;
(4)
Procedures for handling multiple calls;
(5) Dealing with third party
callers;
(6) Dealing with calls
from children, the elderly, and non-English speaking persons;
(7) Dealing with calls involving violent
crimes;
(8) Dealing with calls
involving anonymous callers;
(9)
Correct procedures for taking and recording telephone messages, including
general message taking, dealing with confidential informants, procedures for
relaying routine and urgent messages, and radio paging of undercover
operatives;
(10) Procedures for
overcoming the hysteria threshold of distraught callers; and
(11) The key questions that shall be asked of
a caller reporting an incident (who, where, what, when and why).
(i) The telecommunicator shall
demonstrate an understanding of the enhanced 9-1-1 emergency telephone system,
to include:
(1) Components and functions of
the enhanced 9-1-1 telephone system network and the dynamics of 9-1-1 call flow
and address information transmission;
(2) Enhanced 9-1-1 features, including, but
not limited to, automatic number identification (ANI), automatic location
identification (ALI) and selective routing, as defined in Connecticut General
Statutes section
28-25;
and default routing, alternate routing, selective call transfer, fixed call
transfer, manual call transfer, disaster routing, 9-1-1 data management system,
and 9-1-1 printouts;
(3) Components
and functions of enhanced 9-1-1 terminal equipment;
(4) Types of automatic location
identification and trouble displays;
(5) Recognizing and reacting to conditions of
9-1-1 failure or equipment malfunction; and
(6) Completion of inquiry forms.
(j) Using a telecommunications
device for the deaf (TDD) the telecommunicator shall demonstrate a proficiency
in the processing of requests for assistance from the deaf and the hearing
impaired, to include:
(1) Effective usage of
language conventions and abbreviations typically used by the deaf and hearing
impaired; and
(2) Appropriate
procedures for establishing communications with the deaf and hearing
impaired.
(k) The
telecommunicator shall demonstrate an understanding of the functions of a law
enforcement agency and law enforcement dispatch procedures, to include:
(1) Roles of field personnel and objectives
of a law enforcement agency;
(2)
Working relationship between law enforcement field personnel and
telecommunicators;
(3) Proper
classification and processing of the basic types of law enforcement emergency
calls utilizing telephone complaint and report processing procedures;
and
(4) Application of appropriate
procedures for the processing of calls for emergency assistance related to law
enforcement, including pre-arrival instructions.
(l) The telecommunicator shall demonstrate an
understanding of the functions of a fire department and fire dispatch
procedures, to include:
(1) Roles of field
personnel and objectives of a fire and rescue operation agency;
(2) Working relationship between fire and
rescue operation field personnel and telecommunicators;
(3) Proper classification and processing of
the basic types of fire and rescue emergency calls utilizing telephone
complaint and report processing procedures; and
(4) Application of appropriate procedures for
the processing of calls for emergency assistance related to fire and rescue
operations, including pre-arrival instructions.
(m) The telecommunicator shall demonstrate an
understanding of emergency medical dispatch procedures, to include:
(1) Proper classification and processing of
the basic types of emergency medical service calls utilizing telephone
complaint and report processing procedures; and
(2) Application of appropriate procedures for
pre-arrival instructions pertaining to emergency medical service operations or
emergency medical dispatch cards as contained in the current U.S. Department of
Transportation - National Highway Traffic Safety Administration Emergency
Medical Dispatcher's Call Guides available through the U. S. Department of
Transportation, National Highway Traffic Safety Administration, 400 Seventh
Street, S.W., Washington, D.C. 20590; and in accordance with the Standard
Practice for Emergency Medical Dispatch ASTM Standard F1258-90, available from
ASTM, 1916 Race Street, Philadelphia, PA 19103-1187.
(n) The telecommunicator shall demonstrate an
understanding of public or private safety telecommunicator liability issues, to
include:
(1) Liability issues associated with
each phase of the dispatch function with a review of appropriate court
cases;
(2) Local government tort
liability as it applies to the dispatch function; and
(3) Liability protection offered by standard
operating procedures and call guides.
(o) The telecommunicator shall demonstrate an
understanding of hazardous materials awareness training consistent with
ANSI/NFPA 472, Chapter 2, Standard for Professional Competence of Responders to
Hazardous Materials Incidents, available through the National Fire Protection
Association, 1 Batterymarch Park, Quincy, Massachusetts 02269-9101.
