Fayette County Emergency Communications Standard Operating Procedures Manual PDF

# Fayette County Emergency Communications Standard Operating Procedures Manual ## Section 1: Policy Compliance **Objective:** To provide a professional and unified work environment for employees to achieve a satisfied work experience that complies with policy and procedure. **Policy:** Any employee...

# Fayette County Emergency Communications Standard Operating Procedures Manual ## Section 1: Policy Compliance **Objective:** To provide a professional and unified work environment for employees to achieve a satisfied work experience that complies with policy and procedure. **Policy:** Any employee who willfully violates an established policy or procedure of the Fayette County Emergency Communications Center in accordance to the Fayette County Standard Operating Procedures Manual: or a violation of any state or federal guidelines will be subject to disciplinary action and may be subject to civil liability and/or criminal prosecution. If a situation arises that this policy manual does not address, the employee shall utilize their best judgment in accordance to the objectives and spirit of the Communications Center Mission Statement and the circumstances shall be brought forth to the Director for review for possible future implementation of policy. A copy of the Fayette County Employee Guidelines shall be provided to all dispatchers upon their employment. All employees will be responsible for reviewing and understanding the contents on a regular basis. The master copy of the Fayette County Standard Operating Procedures Manual should be regularly reviewed, updated, and maintained in the Emergency Communications Center. ## Section 2: Complaint Procedures **Objective:** To establish a uniform procedure for dispatch staff to handle complaints and other incidents requiring investigation. **Policy:** The Complaint Procedure provides all members a means of voicing complaints and reporting wrong doings. It is the Communications Center's policy that all personnel have the right to voice legitimate complaints, and to have their complaint considered and resolved in a fair and prompt manner, without any fear of reprisal. In addition, members have a responsibility to report acts of mismanagement, violations of Communications Center directives, injustices, errors, or fraud to their supervisor. No member of this agency may interfere with or deny an individual the right to communicate with the Director, as long as the person complies with the proper method established by the Communications Center. The Director must insure that personnel have an easy way to air complaints or seek counsel. Employees are to use the Chain of Command to discuss the issues. **Chain of Command:** 1. Shift Supervisor 2. Training/Dispatch Coordinator 3. 911 Deputy Director 4. 911 Director **Receiving Complaints:** People who file complaints must know they can enter the system, and that proper responsive consideration will result. The Communications Center shall accept complaints against personnel through written correspondence or in person and only written complaints shall be accepted for consideration, unless extenuating circumstances exist. Upon receipt of a formal complaint, the above listed personnel shall: - Notify immediate supervisor who will then inform the Training Coordinator in attempt to resolve. - If situation cannot be resolved, then inform the Director or Deputy Director. - The Director or Deputy Director will generate a letter or email to the complainant indicating receipt and review of the complaint by the Emergency Communications Center. - The Director or Deputy Director will review the contents to determine whether the allegation constitutes a possible violation of the Fayette County Communications Standard Operations Policies; or a violation of any state or federal rules and guidelines. If the allegation does not indicate a possible violation of the policies, the 911 Director shall generate a letter to the complainant thanking them for their concern and advising them that the complaint does not fall outside the bounds of current policies explaining the current policy in force. If the allegation does indicate a possible violation of the policies, the Director shall perform the following steps: - The Director shall promptly inform the person being investigated of the complaint and of the matter being investigated and request their response to the matter in writing, stipulating a proper period that the person being investigated shall respond. Appropriate statements and other supporting documentation must be attached. All formal complaints that are found and require disciplinary action will permanently remain in the employee's personnel file. The Director or Deputy Director shall administer discipline of founded complaints as follows: **Disciplinary Action & Process:** 1. Verbal Warning 2. Written Warning 3. Written Warning 4. Written Disciplinary Action (Suspension, Demotion, Probation, etc.) 5. Dismissal ## Section 3: Probationary Period **Objective:** To establish a Probationary Period and training procedure for newly hired dispatchers. **Policy:** Each employee will be considered probationary for six months from his or her date of hire. Four of the six months will consist of formal training and the two remaining will be a supervised performance/evaluation period. The probationary period shall enable the Director and Training Coordinator to monitor the employee's response to training, qualifications, certifications, ability to perform work assignments; and the ability to monitor interpersonal job related activities. Daily observation reports (DOR's) will be completed by the Shift supervisor at the end of every shift. No dispatcher shall be released from his/her probationary period until he/she has completed his/her training, including all required training shifts, and obtained a satisfactory written training evaluation. At any time during the probationary period, an employee may be dismissed at the discretion of the Director and Training Coordinator,. At the completion of initial training and probationary period, the employee will be required to complete the West Virginia Automated Police Network (WEAPON) certification, APCO Telecommunicator certification, CPR certification and Emergency Medical Dispatch (EMD) certification within a one year time period. ## Section 4: Employee Work Schedule **Objective:** To establish procedures for scheduling of dispatch staff. **Policy:** The full-time Communications Center staff shall normally work a shift consisting of twelve (12) hours and shall be scheduled to work on regular work shifts having regular starting and quitting times. **Tardiness:** Employees are expected to be at their assigned workstation, ready to begin work, at the beginning of their assigned shift. If the employee expects to be tardy, the employee shall notify the off-going Shift Supervisor as early as possible, but no later than the beginning of their shift. In accordance to the Fayette County Employee Guidelines, tardiness for personal, avoidable reasons will not be excused and will result in a deduction from the employee's annual leave or accrued compensatory time. If annual leave is exhausted and/or there is no compensatory time accrued, it will be deducted from the employee's salary. The Training Coordinator shall periodically review employee attendance/tardiness records to determine if they are consistent with prescribed hours of work. **Meal Break:** Employees are not relieved_of responsibilities and restrictions during their meal period and are required to remain at or in proximity to their workstation during the meal period **Emergency Staffing:** If an employee is requested, due to an emergency condition (to be defined by the Director) to work beyond the employee's normal work shift, the employee will be compensated in accordance to Fayette County Communications Standard Operating Procedures. Nothing herein shall be constructed to limit or restrict the authority of the Communications Center to make temporary assignments to different or additional shifts, or duties for the purpose of meeting an emergency. ## Section 5: Scheduling/Time-off Requests **Objective:** Provide guidelines on scheduling and requesting time-off. **Policy:** The Shift Supervisor will be the schedule coordinator and will maintain the schedule, coordinate vacation, holiday, emergency time off, and other requests for leave from their shift. The Shift Supervisor will maintain the schedule ensuring proper coverage. The Shift Supervisor will accept vacation; holiday time off, other requests for leave, coordinate jury duty and any other scheduling issues as related to maintaining minimum staffing in the communications center. **Time Off Requests:** Time off requests must be submitted fourteen (14) days prior. For annual leave, the request shall be submitted in advance as much as possible to ensure proper scheduling throughout the year but only up to one (1) year prior to the day that leave is requested. If requesting time off in the upcoming month, a leave form shall be submitted. The Shift Supervisor will compile all requests for leave forms and will make every effort to honor the requests. If multiple personnel request the same date and time off, the first to submit the request will be granted the days off. These requests will then be passed on to the Training Coordinator. Employees who request and are granted time-off, are expected to take that day off and not report to work. In the event the employee's plans or situation changes and the scheduled time off is not needed, the employee shall contact the Shift Supervisor at least forty eight (48) hours in advance that he/she will be reporting for work on the date and time originally requested to be off. If there is an available shift for that person to work he/she will be assigned to the available shift, not necessarily the employee's regularly scheduled shift. **Holiday:** Refer to County Policy. In accordance with Fayette County Commission policies, any time worked by the employee in excess of the standard forty (40) hours per week shall be regarded as overtime. The employee shall be compensated for any overtime at the rate of 1.5 times the employee's normal hourly pay rate. ## Section 6: Minimum Staffing **Objective:** To establish and maintain minimum staffing requirements for successful Communications Center operations. **Policy:** There shall be no less than three (3) communicators' on-duty at any given time in the Communications Center. Due to the nature of work and unpredictability of emergencies, it is unacceptable to have any less than three (3) communicators working. The Communications Center is a Public Safety Answering Point and an Emergency Dispatch Center that receives emergency and non-emergency telephone calls from the public and communicates with public safety personnel on the radio and telephone. With multiple telephone lines and radio frequencies it is unacceptable and not in the best interest of the citizens of Fayette County for the Communications Center to be understaffed. In the event of impending severe weather (such as flooding or blizzard) or any natural or man-made disaster the Shift Supervisor will use discretion to call in additional personnel to augment staffing. ## Section 7: Training **Objective:** Guidelines for the operation of the Communications Training Program. **Policy:** It is policy that newly hired Public Safety Telecommunicators are provided with academic style or on the job, based training in all aspects of public safety dispatching. This training will be organized, administered and evaluated by the Director and Training Coordinator, along with guidance and advice provided by the Shift Supervisor. Personnel must be certified in PST1, Emergency Medical Dispatcher (EMD), Weapons, and CPR within one (1) year of full time employment. **Training Procedure** The below guidelines are minimum standards for training in these areas. If a trainee is unable to become competent in a specific phase, based on established criteria, the training will continue in this area until the trainee becomes competent or is released from the training program. Upon "clearance" by the Shift Supervisor in a specific phase, the trainee shall then move to the next phase. The trainee will be provided the following information for each phase: 1. Introduction/Orientation – Basic introduction to the Communications Center and its functions. Administrative paperwork completed for the newly hired dispatcher. 2. Resources and Equipment - Introduction to the equipment used on a day-to-day basis and information available to the public safety dispatcher. * Center resources and information sources. * Equipment and equipment operation. 3. Call-Taking - Training in all aspects of emergency and non-emergency call-taking procedures and familiarization with: * Administrative policies. * Geography and map reading. * CAD Entry, Phone Operation, Logging and Database procedures. * Multi-Tasking skills. ## Section 8: Sexual Harassment **Objective:** Reiterate Established County Sexual Harassment Policy. **Policy:** It is the policy of the Fayette County Communications Center that all employees are responsible for assuring that the work place is free from sexual harassment in any form. All employees are required to avoid any action or conduct that could be viewed by either sex as sexual harassment, including: (a) unwelcome sexual advances; (b) expressed or implied request for sexual acts or favors; (c) other verbal or physical conduct of a harassing or degrading nature. Any employee who has a complaint of sexual harassment by anyone including supervisors, co-workers, or visitors is required to bring the problem to the attention of Fayette County 911 Director (The complaint must be in writing and signed by the complainant). If the complaint involves someone in the employee's direct line of command, the employee may go to the Director (Complaint must be in writing and signed by the complainant). All complaints will be promptly handled. Privacy safeguards will be applied in handling sexual harassment complaints. The privacy of the party being accused and that of the person bringing the charge will remain confidential. The Director will retain all documentation of allegations and investigations. Corrective action and/or disciplinary measures will be taken where justified to remedy any violation. **Remediation:** If trainee is having problems in specific areas, the supervisor shall submit an evaluation with recommendation for improvement in these areas and steps to be taken to improve the trainee's skills. The Training Coordinator shall then schedule time for this training. **Training File:** A permanent record of all training shall be maintained by the Director and Training Coordinator in the trainee's Personnel File. In addition to the above documentation, this file shall contain any and all other information pertaining to the individual's training. ## Section 9: Dress Code **Objective:** Guidelines for proper office apparel. **Policy:** As professional dispatchers, good judgement shall be maintained when choosing clothing attire while working at the Communications Center. It is mandatory that the uniform shirts purchased by Fayette County 911 will be worn while on duty. Cargo, khaki, denim (without holes) and Capri pants mid-calf in length are appropriate work attire. Capri pants shorter than mid-calf in length are not acceptable work attire. Cardigans, zip up coats and jackets without pictures, writing, or logos are acceptable. Boots and tennis shoes are acceptable if the Telecommunicator is not appearing in court or making a presentation on behalf of the agency. Sandals and mules are generally acceptable, but rubber "flip-flops," sometimes known as shower shoes, are not appropriate. Sweat/athletic pants, which contain both an elastic waist and cuffs, spandex leggings, and clothing, designed primarily for wear during exercising are NOT appropriate. Skirts may be worn as long as they are mid-calf in length or longer. Tank tops, spaghetti-strap tops and "muscle shirts" may be worn under another garment, but are not acceptable if worn alone. Body piercings other than in ears shall not be visible during activities at the courthouse or judicial annex. ## Section 10: Confidential Information **Objective:** Handling Confidential Information. **Policy:** All information is confidential and shall not be released, removed, altered or utilized by any communications employees other than in the performance of their official duties as described herein. Communications employees who remove, alter, make inquiries of databases containing criminal information, and/or release any official document or case information for personal gain be subject to immediate dismissal or appropriate disciplinary action. ## Section 11: Personnel Records Confidentiality **Objective:** Safe Guarding of All personnel Information. **Policy:** All personal information concerning past, current, or perspective employees is considered confidential and not for release to anyone except in the performance of their duties as assigned by the Director. Information considered confidential is information contained in personnel records, training records, pay records, or background information used in the hiring process of personnel. Any information given to the Director in confidence by an employee past, present or future) is to be treated as confidential also. Disclosure of confidential personnel information will be treated as a Level III offense and may result in immediate dismissal from employment. ## Section 12: Anti-Bullying Policy **Objective:** To establish a safe work environment. **Policy:** Fayette County 911 Communications Center is committed to providing all employees a healthy and safe work environment. Fayette County 911 Communications Center will ensure that procedures exist to allow complaints of bullying to be dealt with and resolved within Fayette County 911 Communications Center, without limiting any person's entitlement to pursue resolution of their complaint with the relevant statutory authority. Fayette County 911 is committed to the elimination of all forms of bullying. This policy applies to all employees of Fayette County 911 Center. It applies during work hours, at work related or sponsored functions, while traveling on work related business, and any time that an employee is representing Fayette County 911. There will be no recriminations for anyone who in good faith alleges bullying. **Definitions:** Bullying is unwelcome or unreasonable behavior that demeans, intimidates or humiliates people either as individuals or as a group. Bullying behavior is often persistent and part of a pattern, but it can occur as a single incident. It is usually carried out by an individual but can also be an aspect of group behavior (see "mobbing" below). Some examples of bullying behavior are: **Verbal communication** - Abusive and offensive language - Insults - Teasing - Spreading rumor and innuendo - Unreasonable criticism - Trivializing of work and achievements **Manipulating the work environment** - Isolating people from normal work interaction - Excessive demands - Setting impossible deadlines **Psychological manipulation** - Unfairly blaming for mistakes - Setting people up for failure - Deliberate exclusion - Excessive supervision - Practical jokes - Belittling or disregarding opinions or suggestions - Criticizing in public - Talking about another employee with co-workers or others Context is important in understanding bullying, particularly verbal communication. There is a difference between friendly insults exchanged by long-time work colleagues and comments that are meant to be, or are taken as, demeaning. While care should be exercised, particularly if a person is reporting alleged bullying as a witness, it is better to be genuinely mistaken than to let actual bullying go unreported. **Mobbing** Mobbing is a particular type of bullying behavior carried out by a group rather than by an individual. Mobbing is the bullying or social isolation of a person through collective unjustified accusations, humiliation, general harassment or emotional abuse. Although it is group behavior, an individual as part of mobbing behavior may carry out specific incidents such as an insult or a practical joke. **Consequences of Bullying** Bullying is unacceptable behavior because it breaches principles of equality and fairness, and it frequently represents an abuse of power and authority. It also has potential consequences for everyone involved. ## Section 13: Travel Policy **Objective:** Provide guidelines to communications center personnel when traveling on official business. **Policy:** It is the policy of the Communications Center that all official travel shall be properly authorized, reported, and reimbursed per this policy. Communications Center personnel are representatives of the Emergency Communications Center and ambassadors of Fayette County at all times while traveling on business. All personnel shall maintain a professional demeanor and act accordingly. In order to ensure that travel is approved in an impartial manner, travelers may not approve the reimbursement of their own travel expenses. In addition, an employee shall not approve the travel expenses of an individual to whom he or she reports either directly or indirectly. An employee also may not approve the travel of a near relative, e.g., spouse or equivalent, child, parent, etc. The Communications Center will reimburse staff for approved and authorized expenses incurred while on Communication Center business and/or related travel when the expense is: - actual and reasonable - necessary in the performance of Communication Center business - supported by a valid proof of expense such as a cash or other original receipt unless otherwise provided in this policy. - in compliance with all the conditions established in this policy. The Communications Center will only reimburse expenses that have been incurred. Personnel shall retain all receipts for food, travel and hotel expenses directly incurred for business purposes. It is the traveler's responsibility to report his or her travel expenses in a responsible and ethical manner. ## Section 14: Release of Information to the News Media **Objective:** To determine what information can be released to the news media. **Policy:** If contacted by news personnel regarding Fire/Rescue activities, provide only the following information: 1. Nature of the call as dispatched and time the incident was reported 2. Agencies responding News media representatives are to be discouraged from calling for information during an incident. Do not permit the media to interfere with communications center operations. Telecommunicators do not release Law Enforcement information. News media representatives shall be directed to the appropriate Law Enforcement agency. ## Section 15: Proper Telephone Conduct **Objective:** Guidelines for proper behavior on the telephone. **Policy:** As representatives of Fayette County Communications Center and the initial contact for the public safety agencies, it is the dispatchers' responsibility to show the utmost professionalism and courtesy at all times. Rude or unprofessional conduct on the telephone will not be tolerated. This includes but is not limited to sarcasm, cursing, belittling or abusive language, racial slurs or any behavior that reflects badly on the Communications Center or government in general. If problems are encountered from field personnel, the issue shall be discussed in calm, civilized manner taking into account other policies and procedures. At no time shall dispatch staff begin an argument with a citizen or field personnel. If an argument occurs, you should terminate the conversation in a calm, courteous manner and bring the issue to the Shift Supervisors attention for further action to the field personnel's chain-of-command. ## Section 16: Use of County Computers for Personal Access **Objective:** To establish minimum guidelines for the utilization of the Internet for communications, business and research activity. **Policy:** At no time shall the area of the communications center (the consoles) be without adequate staffing for immediate access of telephone and radio transmissions for personnel to gain access to the Internet or perform other computer functions. Computer equipment and the Internet service are intended for official County business. Employees should be aware that Internet pages viewed and printed leave the address path in memory on the computer and can be retrieved. Employees should not expect or assume any privacy regarding their use of County computer equipment or the Internet. Access to the County's computer system by the Internet poses significant threat to the County's computers, systems and data assets. Users are to exercise extreme caution in accessing Internet sites to not allow unauthorized access to the County's systems. **Acceptable Uses:** - Searching or viewing Internet sites for purposes directly related to the County or departments mission or to the users work tasks. - Searching or viewing Internet sites for purposes of professional development, training, and education. - Use in administering County programs. - Use for advisory, standards, research, analysis and professional society activities related to the user's government work tasks and duties. - Tracking of new laws, procedures, policies, rules, services, programs, information or activities related to the user's work tasks. - Any governmental administrative use not of a confidential nature or requiring a high level of security. Violations of the preceding rules will be considered grounds for disciplinary action. ## Section 17: Cellular Telephones & Other electronic devices **Objective:** Set limits on the employee's usage of personal cellular telephone while on-duty. **Policy:** Personal Cellular Telephones & other electronic devices The use of personal cellular telephones by on-duty personnel is a distraction to communications center personnel and hinders the performance and duties of a public safety dispatcher. Cellular telephones are permitted in the Fayette County 911 Communications Center with the understanding that they must remain on silent or vibrate. They are not to be used for personal calls or facetiming. If the dispatcher needs to make a personal call, he or she can go outside or use the break room. Texting is permitted with the strict understanding that the communicator must still give full priority to any Fayette County 911 Communications Center activity. Trainees who are still in their Probationary period are not permitted to use their personal cellular device while in dispatch room. Cellular telephones are the only electronic devices authorized to be in the Communications Center. Ear buds, IPad/tablets, and Laptops are not permitted. Any abuse of this privilege can result in the loss of YOUR cell phone in the communications center and/or disciplinary action depending on the severity of the abuse. ## Section 18: Power Outage in the Communications Center **Objective:** To establish guidelines for Communications Center personnel when a power outage affects the Emergency Communications Center. **Policy:** For a power outage of a temporary nature where the emergency generator does not activate, dispatch personnel shall ensure that all equipment is functioning properly and shall report all problems with mission critical equipment to the Director or Deputy Director as needed. An emergency generator will supply power to the communications center. Additionally, an uninterruptible power supply (UPS) shall provide power to the communications center on a temporary basis until the emergency generator starts. ## Section 19: Control of Communications Operations - Radio **Objective:** To provide standardized guidelines for the use of the public safety radio channels. **Policy:** Standardized procedures should be used for handling messages by radio to conserve on-the-air time and permit accurate, brief and rapid transmission of essential information. Non-standard communications can result in delays, confusion, and unnecessary transmission. The Communications Center shall be responsible for maintaining frequency discipline; for handling radio and telephone messages rapidly, for determining order of priority in which transmission will be made, and for directing and controlling the use of all frequencies. Use of frequencies should be limited to communications essential to the conduct of official public safety communications. Under the rules of the Federal Communications Commission, it is unlawful: - To transmit superfluous signals or messages of a personal nature. - To use profane, indecent or obscene language. - To willfully damage or permit radio equipment to be damaged. - To cause unlawful or malicious interference with other radio communications. - To intercept and use or publish the contents of any radio message without the expressed written permission of the proper authority. - To make unnecessary or unidentified transmission. - To transmit without first making sure that the transmission will not cause harmful interference. - To make adjustments, repairs or alterations whatsoever to a radio transmitter. Only a radio technician, holding a general radio/telephone license or higher, may make adjustments and repairs. ## Section 20: Respect and Cleaning of the Communications Center **Objective:** To establish a policy to clean and maintain the Communications Center in a presentable and professional manner. **Policy:** Equipment in the Communications Center is the property of Fayette County Communications Center. Every communicator has the responsibility to maintain and treat equipment and facilities with respect. Any employee noticing abuse of mistreatment of any equipment shall notify the Shift Supervisor immediately. It is the responsibility of every dispatcher to adhere to the following rules: **Cleaning Rules:** - It is the responsibility of the Shift Supervisor to insure that the Communications Center is kept neat and clean at all times. - Each employee is responsible for immediately cleaning up any "mess" that he or she may make. - After eating, employees shall ensure that dishes and utensils are thoroughly washed and stored in their proper place. No dishes, cookware, or utensils are to be left in the dispatch room. These items should be in the kitchen washed, put away or stored in the cabinets. Items left in the dispatch room are subject to disposal. - At the end of each shift, the dispatcher going off-duty is responsible for making sure his or her work area is clean and free of clutter. - All leftover or partially eaten food shall be disposed of in the kitchen trashcan or in the dumpster outside to reduce odor within the dispatch room. All food left in the dispatch room shall be subject to disposal. - The Communications Center provides a refrigerator for the use of the dispatchers. This refrigerator is not intended for long-term storage of food. In order to maintain space for all dispatchers, no food shall be stored continuously for more than one (1) week. Each dispatcher shall be responsible for cleaning their spoiled or expired food from the refrigerator. - The refrigerator shall be cleaned monthly. Cleaning of the refrigerator shall consist of disposing of all outdated or spoiled items, washing the interior and general re-organization of items to be left within. The microwave shall also be cleaned at this time. - The Communication Center also provides stove. This is to be kept clean and ready for use by the next shift. - To deny access to any radio equipment unless a properly identified representative of the Federal Communications Commission asks to inspect it. The equipment must be available to inspect at any reasonable time. - To transmit a call signal, letter or numeral which has not been assigned. The Communications Center will at all times, retain responsibility for control of frequency usage, and will restrict use of frequencies to conduct public safety operations. ## Section 21: Arrests or Criminal Actions Involving Employees **Objective:** Procedures for employees involved in an arrest or criminal court action. **Policy:** An employee shall report his or her involvement in an arrest, criminal investigation, or criminal court action within seventy-two (72) hours to the Director. Disciplinary action shall not be taken against the employee until an internal investigation has been completed. The Director shll conduct an internal investigation. If the investigation indicates sufficient cause for disciplinary action, regardless of court outcome, the employee may be disciplined in accordance with established employee guidelines. ## Section 22: Workplace Violence **Objective:** Guidelines to address incidents of violence in the workplace. **Policy:** The Fayette County Communications Center is committed to promoting and ensuring a healthy and safe work environment. Pursuant to that goal, this agency has adopted a "Zero-Tolerance" policy for workplace violence. Workplace violence in any form will not be permitted, tolerated, or condoned by this agency. **Definitions:** Acts or Threats of Violence - include, but are not limited to assault, battery, disturbing the peace, curse and abuse, destruction of property, harassment, stalking, and all other behavior that is disruptive of the normal activities conducted in the Communications Center in conjunction with an unlawful act such as battery, assault or trespassing, Workplace - any location whether owned or leased by the County or any other location not owned or leased by the County where a county employee, vendor, contractor, agent, temporary worker, or volunteer is carrying out the responsibilities and duties of his or her job on behalf of the Fayette County Communications Center. **Roles and Responsibilities:** **General** * All employees shall be responsible for immediately reporting any instance of verbal or physical threats or other forms of intimidation to their supervisor. * Employees who witness violence directed against another employee or visitor in the workplace should observe the situation and attempt to get information; such as the name and description of the perpetrator, but only if it can be done without endangering the employee or others. * Supervisors (or senior dispatchers) shall investigate all incidents or threats and/or violence and report such incidents to the Director for further investigation and/or disciplinary action. **At the conclusion of the incident, the victim:** * Was Hospitalized * Left Premisis * Returned to Work * Unknown * Other: **At the conclusion of the incident, the perpetrator:** * Was Arrested * Was Hospitalized * Was removed from premisis * Unknown * Other: **What happened to the employee (if any) directly involved in the incident?** ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ **Name(s) and daytime telephone number(s) of any supervisory staff involved and how they responded to the incident:** ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ **Has the incident been reported to Law Enforcement?** * Yes * No **Investigating officer's name and badge number:** ________________________________________________________________________ **Known history or aggressive behavior by the perpetrator:** ________________________________________________________________________ ________________________________________________________________________ **If reporting a threat, what steps have been taken to ensure the threat will not be carried out?** ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ **Was the Center aware of, and had a copy on file of, any protective/restraining/no trespassing order?** * Yes * No **This information is being provided to an express promise of confidentiality:** * Yes * No **Are you willing to testify in court or an administrative forum concerning the incident?** * Yes * No **Signature of person completing the form:** ____________________________ **Date:** ____________________________ The Fayette County Communications Center will maintain the following documentation for all workplace violence incidents: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ## Section 23: Worker's Compensation - Reporting and Accident Investigation **Objective:** To define the reporting procedures for workplace accidents and injuries and mitigate future occurrences to unsafe work practices. **Policy:** The Fayette County Communications Center has the responsibility to provide a safe working environment to the employees of Fayette County Communications Center. Each employee has the responsibility to identify safety issues, mitigate the issue in the short term, and to bring the safety issue to the attention of their supervisor or the Director. This policy shall cover occupational incidents, illnesses, and near misses (those unplanned events that do not result in injury, financial loss, or property damage). The workplace is defined as the location where work is being performed, either onsite at the normal work facility, or off-site during the hours the employee is being compensated for work. When an accident happens at the workplace, the supervisor or other employees shall immediately evaluate the scene and activate procedures to provide for medical aid to be administered. The senior dispatcher shall talk with the injured person if possible, talk to witnesses, and stress getting the facts and not placing blame or responsibility. The supervisor shall ask open-ened questions. The following are helpful hints for front-line supervisory personnel to use when confronted with a workplace injury: - Listen for clues in the conversations around you. Unsolicited comments often have merit. - Encourage people to give their ideas for preventing a similar accident. - Study possible causes – unsafe conditions, unsafe practices. - Confer with interested persons about possible solutions. - Write the accident report giving a complete, accurate account of the accident. Do not offer opinion. - Follow-up to make sure conditions are corrected in the short term. If they are not corrected immediately, this must be reported to the Director. - Any accident, no matter how small or insignificant, must be reported. - Director's investigation shall be deferred pending completion of the criminal investigation to avoid hindering or obstructing it. - A Workplace Violence Incident Report form (attached) shall be completed immediately by the supervisor (or senior dispatcher) and be forwarded to the Director. - The Workplace Violence Incident Report form is intended to document all workplace disturbances and shall be used to monitor the County's efforts to prevent such disturbances from occurring. ## Section 24: Critical Incident Stress Debriefing **Objective:** To develop a program to provide for professional intervention after significant incidents in order to minimize stress-related problems for personnel. **Policy:** Effective management of critical incidents involves a comprehensive approach to managing both incidents and the resulting stressors. The goals of the Critical Incident Stress Management (CISM) program are: - To minimize the emotional impact of critical incidents on members of the Emergency Communications Center - To increase dispatcher resistance and resilience to this type of stress. - To prevent harmful emotional effects following critical incidents by working with Emergency Service Workers at or near the time of such incidents. - To prevent chronic affects, such as post-traumatic stress disorder, with follow-up care and employee assistance programs. Confidentiality shall be maintained throughout the CISM process to ensure credibility and integrity of the program. **The Critical Incident** Department personnel who experience a distressing emotional reaction after an incident may qualify for CISM assistance. Although different incidents might create different reactions, the following are some examples of incidents that may be appropriate for CISM support: - The serious injury or death of a department employee or other emergency personnel working at or en route to an incident. - Mass casualties - Suicide of an employee of the Emergency Communications Center, Fayette County Commission, Law Enforcement Agency, Fire Department or EMS agency within Fayette County. - Working on a person who is a close friend or relative and who is dying or in a very serious condition - Serious injury or death of a civilian resulting from department operations. - Death of and/or violence to a child. - Loss of life following extraordinary and prolonged expenditures of physical and emotional energy during rescue efforts by department personnel. - Incidents that attract unusual or extensive media coverage. - Incidents in which circumstances are unusually bizarre and/or trigger profound emotional reactions. **Common Signs and Signals of Stress Reaction** Sometimes emotional aftershocks (or stress reactions) appear immediately after the traumatic event. Sometimes they may appear a few hours or a few days later. In addition, in some cases, weeks or months may pass before the stress reactions appear. The signs and symptoms of a stress reaction may last a few days, a few weeks, or a few months and occasionally longer depending on the severity of the traumatic event. With understanding and support of loved ones, the stress reactions usually pass more quickly. Occasionally the traumatic event is so painful that professional assistance from a counselor may be necessary. This does not imply mental instability or weakness. It simply indicates that the particular event was just too powerful for the person to manage by himself or herself. * **Physical** * Chills * Thirst * Fatigue * Nausea * Fainting * Twitches * Vomiting * Dizziness * Weakness * Chest pain * Headaches * Elevated BP * Rapid heart rate * Muscle tremors * Shock symptoms * Grinding of teeth * Visual difficulties * Profuse sweating * Difficulty breathing * Etc... * **Cognitive** * Confusion * Nightmares * Uncertainty * Hyper-vigilance * Suspiciousness * Intrusive images * Blaming someone * Poor problem solving * Poor abstract thinking * Poor concentration or memory * Disorientation of time, place or person * Difficulty identifying objects or people * Heightened or lowered awareness * Etc... * **Emotional**