Current through Register
Vol. 54, No. 44, November 2, 2024
(a)
Call-taking (telephone
performance). The following telecommunicator performance standards
will be checked by the quality assurance reviewer during each quality assurance
review:
(1) Answers the telephone quickly and
correctly (within 10 seconds of the call, 90% of the time).
(2) Asks and verifies the location of the
incident or emergency.
(3) Obtains
the callback phone number from the person making the call.
(4) Determines the nature of the incident or
emergency and selects and assigns the appropriate response to the
incident.
(5) Accomplishes the
tasks listed in paragraphs (1)-(4) quickly and effectively (within 60 seconds
of the receipt of the phone call, 90% of the time).
(6) Obtains all pertinent information and
makes updates accordingly and keeps the caller on the line until all required
information is obtained.
(7)
Controls the conversation with the caller, explains all possible emergency
actions and employs calming techniques when required.
(8) Exhibits a calm and professional demeanor
at all times and acts in a courteous and tactful manner.
(9) Demonstrates proper documentation of the
information received on call-taker screens or cards.
(b)
Dispatching (radio performance).
The following telecommunicator radio performance standards will be
checked by the quality assurance reviewer during each quality assurance review:
(1) Dispatches the appropriate police, fire
or EMS units within the prescribed time frame established by the 911 emergency
communication center's or remote dispatch point's standard operating
procedures.
(2) Provides all
pertinent information to the responding police, fire or EMS units and relays
updated information about the incident or emergency to the responding
units.
(3) Answers all radio
transmissions promptly.
(4) Speaks
clearly and concisely to the responding units.
(5) Listens attentively and understands each
message that is received from the responding units.
(6) Exhibits a timely response to requests
from field units.
(7) Maintains a
calm and professional demeanor at all times.
(c)
Emergency medical
dispatch. Emergency medical dispatch protocols will be utilized by all
911 emergency communications centers and remote dispatch points. Due to the
existence of various emergency medical dispatch programs, each 911 emergency
communications center and remote dispatch point shall use the quality assurance
process associated with the program that it is licensed to use.
