(A) The state ESINet steering committee shall
oversee the development, implementation and revision of minimum training
standards for telecommunicators who answer and process
9-1-1 requests for service in the state of Ohio and ensure they are kept
up to date with industry standards. Resources to consult with include the
national emergency number association, the association of public safety
communication officials, the United States department of transportation and
other industry resources.
(B) The
office of the 9-1-1 administrator will establish a process for certifying that
telecommunicators meet the minimum training requirements contained in this
rule.
(C) Any person who answers
9-1-1 requests for service shall be trained to the minimum training standards
before
handling such 9-1-1 requests without direct
oversight.
(D) The components of
the minimum training program required are listed in this paragraph. Agencies
can utilize a commercially available program that contains these components, or
develop a local training program that contains the required instructional
components. Training will consist of a minimum of forty hours of instruction.
(1) Component 1 - general knowledge
(a) Knowledge and awareness of population and
demographics
(b) Knowledge and
awareness of geography
(c)
Knowledge and awareness of first responder agencies and their
jurisdictions
(d) Knowledge and
awareness of the incident command system (ICS), national incident management
system (NIMS), federal, state and local interoperable communication plans and
federal, state and local emergency operations plans
(2) Component 2 - general skills
(a) Ability to quickly process information
and make logical decisions
(b)
Stress management
(c) Provide good
customer service
(d) Multi-task in
a fast-paced environment
(e) Work
effectively with others to solve problems
(f) Communicate
clearly in written and oral form, especially when relaying emergency
information to first responders or communicating with the public requesting
emergency assistance
(g) Ability to operate and/or respond to emergency
alerts, including but not limited to amber, blue,
missing adult, and emergency weather alerts
(h) Ability to achieve
and maintain certification and operate applications and databases necessary to
answer and process 9-1-1 requests for
service
(3)
Component 3 - agency skills
(a) Ability to operate
agency computer equipment
(b) Ability to operate
agency telecommunication equipment
(c) Ability to operate
agency computer applications and systems
(d)
Ability to read,
comprehend and apply agency policies and procedures
(4) Component 4 - call taking
skills
(a) Ability to answer and process calls
in accordance with established procedures
(b) Ability to obtain complete
information
(c) Ability to properly
classify and prioritize the request for service
(d) Ability to process available information
to identify conditions that may affect safety
(e) Ability to document call details
accurately
(f) Ability to
accurately verify, document and relay initial dispatch information
(g) Ability to
handle/de-escalate hostile, hysterical or difficult
callers to obtain information
(h)
Ability to initiate emergency call tracing procedures
and subscriber information requests in exgent circumstances
(i)
Ability to
recognize phase 1 versus phase 2 location technology, understanding how to use
both
(j)
Understanding the procedures for processing and
responding to text messages, photos and video sent to 9-1-1, if
applicable
