PST1 Seventh Ed. (US) Course Manual PDF

Public Safety Telecommunicator 1 SEVENTH EDITION ©Copyright 2016 by APCO Institute Daytona Beach, Florida Published by APCO Institute All rights reserved. Except for brief quotations in critical reviews, no part of this book may be reproduced or utilized in any form without permission in writing from APCO Institute. ISBN 978-1-57927-055-1 Printed in the United States Information on this program may be obtained from: APCO InstItute 351 n. Williamson Blvd Daytona Beach, Florida 32114 (386) 322-2500 [email protected] www.apcoinstitute.org Author: APCO Institute APCO International, Daytona Beach, FL editor: Timothy Scanlon, Curriculum Developer APCO Institute, Daytona Beach, FL Contributors: Michael Banks, Director of Operations, Wooster-Ashland Regional Council of Governments, Wooster, Ohio; Sheila Hanna-Wiles, Education and Training Administrator, APCO Institute, Daytona Beach, FL; Neal Haight, Training Coordinator, Broome County Office of Emergency Services, Binghamton, New York; Cheryl Konarski, Dispatch Supervisor/CTO, Dade County Emergency Services, Greenfield, MO; Bob Larimer, Communications Operator III / POST & APCO Instructor, Missouri State Highway Patrol – Troop D, Springfield, MO; Steve Makky, Telecommunications Services Engineer, Spectrum, Management Division, APCO International; Robbie McCormick, BAS, MSE, RPL Candidate, Interim Executive Director, Regional Emergency Dispatch Authority, Artesia, New Mexico; Julie Ray, Director, APCO Institute, Daytona Beach, FL; Monica C. Simon, RPL, Training Coordinator, Houston Emergency Center, Houston, Texas; Brad Smith, Lieutenant, Framingham Fire Department, Framingham, Massachusetts; Debbie L. Smith, ENP, Assistant Communications Director, Volusia County Sheriff’s Office, Daytona Beach, FL; Gerald Sprankle, Sprankle Design, Daytona Beach, FL; Ella Kaye-Lynn Vinson, RPL, 911 Operator, CTO, Q/A, TNT, Amarillo Emergency Communication Center, Amarillo, TX; Melissa Williams, RPL, E-911 Training Coordinator, City of Roanoke, Roanoke, VA; Cheryl Withers; Emergency Communications Dispatcher/Supervisor, Rehoboth Police Department, Rehoboth, MA Additional photo credits: Photographs appearing in this text and not attributed to other sources come from Morguefile.com and APCO members Dedication: Diane L. Beatty Professional Development Specialist Allegheny County Emergency Services, Pittsburgh, PA Adjunct Instructor, APCO Institute This book is dedicated to the memory of Diane Beatty. To her colleagues at APCO Diane was a friend, mentor and an outstanding instructor. During her teaching career, Diane touched over 1,800 students. In her last days she demonstrated great strength, faith, and wisdom, urging us to remain true to our mission, “developing tomorrow’s leaders.” Contents Table Of COnTenTs Module 1: Introduction to Your new Career The Professional Public Safety Telecommunicator..............................................1-1 Ethics and Values in Public Safety Communications...........................................1-4 PSAP Organizational Structure.............................................................................1-5 Basic Telecommunication Elements.....................................................................1-6 Vital Services of Public Safety Communications Systems...................................1-7 PSAP Informational Resources.............................................................................1-9 Geographical Service Areas..................................................................................1-10 Policies and Procedures.........................................................................................1-11 Module 2: Interpersonal Communications Nonverbal Communication.....................................................................................2-1 The Communications Cycle....................................................................................2-2 Hearing and Listening.............................................................................................2-4 Speech and Diction.................................................................................................2-7 Observations and Inferences...................................................................................2-8 Customer Service in Emergency Communications...............................................2-10 Quality Assurance/Quality Improvement..............................................................2-14 Module 3: telephone Communications techniques: Call Processing What is Call Processing?........................................................................................3-1 Basic Call Processing Techniques..........................................................................3-1 Basic Information Gathering Techniques...............................................................3-4 Taking Descriptive Information..............................................................................3-7 Handling Different Caller Types.............................................................................3-9 Guidecards.............................................................................................................3-12 Contents Cont. Module 4: telephony, traditional technology The Telephone.........................................................................................................4-1 Evolving Technologies for Telephony and 9-1-1....................................................4-2 Call Routing............................................................................................................4-7 Private Branch Exchange (PBX) Systems and Call Boxes.....................................4-8 Module 5: next Generation 9-1-1 Changes in Communications and Information Technologies that Require NG9-1-1....5-1 The Basic Architecture of NG9-1-1........................................................................5-2 Text-to-9-1-1...........................................................................................................5-3 Other New Technologies for Public Safety.............................................................5-3 Challenges to Public Safety in the Digital Age.......................................................5-5 Module 6: telephony: ttY What is a TTY (Teletypewriter)?............................................................................6-1 Recognizing TTY Calls..........................................................................................6-2 Understanding TTY Communications....................................................................6-3 Handling TTY Calls for Service.............................................................................6-4 7-1-1 Telecommunications Relay Services (TRS) and Video Relay Services (VRS)..6-7 Module 7: telematics & Collision notification systems Telematics for Public Safety: System components and functionality.....................7-1 General Guidelines for Telematics Calls................................................................7-3 Telematics Calls for Public Safety..........................................................................7-4 Emergency Calls “with voice”................................................................................7-4 Automatic Crash Notification Calls, “no voice”....................................................7-5 Emergency Button Call with “no voice”................................................................7-5 Vehicle Location/Stolen Vehicle/Carjacking..........................................................7-6 Other Driver Assist or Crash Notification Systems................................................7-7 Contents Cont. Module 8: Computer-Aided Dispatch (CAD) and Related technologies What is a Computer-Aided Dispatch (CAD) System?............................................8-1 Mobile Data Systems..............................................................................................8-2 24-Hour Time..........................................................................................................8-3 Mapping Systems....................................................................................................8-3 Automated Vehicle Locator (AVL).........................................................................8-3 Logging Recorders..................................................................................................8-4 Record Management Systems.................................................................................8-4 CAD Interoperability...............................................................................................8-5 Module 9: Radio Communications techniques Initiating Radio Traffic............................................................................................9-1 Broadcast Procedures..............................................................................................9-2 Acknowledging Radio Transmissions.....................................................................9-6 Response Unit Safety..............................................................................................9-7 Law Enforcement Specific Procedures...................................................................9-8 Fire Service and EMS Specific Procedures............................................................9-9 Federal Communications Commission (FCC).......................................................9-11 Module 10: Radio technology What is Radio?......................................................................................................10-1 The History of Public Safety Radio Systems........................................................10-1 Radio Equipment..................................................................................................10-2 Care and Maintenance of Equipment....................................................................10-4 Radio Systems.......................................................................................................10-4 Radio Frequency...................................................................................................10-6 Radio Interoperability...........................................................................................10-8 Module 11: Call Classifications Call Classifications................................................................................................11-1 Law Enforcement Call Types................................................................................11-2 Fire Service Calls.................................................................................................11-19 Contents Cont. EMS Calls............................................................................................................11-24 Responder Initiated Calls.....................................................................................11-25 Module 12: nIMs Incident Command system The National Incident Management System (NIMS)...........................................12-1 Incident Command System (ICS).........................................................................12-2 Incident Command System Concepts and Principles...........................................12-3 Command Staff Overview.....................................................................................12-5 General Staff Overview.........................................................................................12-7 Mass Notification..................................................................................................12-8 Module 13: Liability Issues Overview of Civil Liability Law...........................................................................13-1 Liability Exposure.................................................................................................13-2 Liability in Call Processing...................................................................................13-5 Confidentiality.......................................................................................................13-8 Minimizing Liability Risks...................................................................................13-9 Module 14: Preparing for Your new Career Shift Work and Stress............................................................................................14-1 Mental Stress.........................................................................................................14-2 Physical Stress......................................................................................................14-2 Secondary Stress...................................................................................................14-2 Tips for Reducing Stress.......................................................................................14-4 Teamwork in the PSAP.........................................................................................14-5 On-the-job Issues..................................................................................................14-5 You Are What You Think!....................................................................................14-6 Critical Incident Stress Debriefing.......................................................................14-6 Continuing Education...........................................................................................14-7 Professional Development....................................................................................14-7 Glossary.............................................................................................................................a-1 Index...................................................................................................................................b-1 Practice Guidecards..........................................................................................................c-1 Module 1 InTrOduCTIOn TO YOur new Career The position of public safety telecommunicator Vital Services of Public Safety involves more than answering the telephone, Communications Systems getting a location and sending response units to PSAP Informational Resources calls for service. Public safety communications Geographical Service Areas has evolved into a specialized and professional Policies and Procedures field of endeavor requiring the application of knowledge, attributes and skills not commonly Module Objectives found in other occupations. Upon completion of this module, the student will be able to: This module provides an overview of the position of public safety telecommunicator and Summarize the attributes of a professional its role in the provision of public safety public safety telecommunicator communications services. It introduces the Explain ethics and values, and how they student to their new career and prepares them relate to public safety communications for the specific instruction provided in this Describe the purpose of a formal course. organizational structure in a PSAP List and describe the basic elements of Topics telecommunications The Professional Public Safety List and explain the vital services of public Telecommunicator safety communications Ethics and Values in Public Safety List and describe the informational resources Communications available in a PSAP Public Safety Answering Point (PSAP) Describe the importance of knowing physical Organizational Structure and political jurisdictional boundaries Basic Telecommunications Elements Describe the difference between a policy and a procedure Throughout this text, the term PSAP is used to describe the telecommunicator’s place of work. PSAP stands for public safety answering point, a facility equipped and staffed to receive emergency calls requesting police, fire, emergency medical and other public safety services via telephone and other communication devices. A primary PSAP is the first communications center to answer a 9-1-1 call; it may also be the point from which calls are dispatched. A secondary PSAP receives trans- ferred 9-1-1 calls for dispatch or further processing, after screening for a required service by a pri- mary PSAP. 1.1 The Professional Public safety Telecommunicator The term public safety telecommunicator is used to describe those communications professionals who perform calltaking and dispatching duties. A public safety telecommunicator may be assigned to call- taking only, dispatching only, or may perform both functional responsibilities. Floods, fires, crimes and medical emergencies: every day reports about incidents and disasters appear in the news. The need to overcome these hardships has always brought people together, just as it brought people to- gether to establish our country “…to provide for the common defense, promote the general welfare...”. The importance of public safety to our communities, our friends, our families and to ourselves cannot be overstated. Public safety is the responsibility of everybody, from professionals like you, to the public at large. 1-1 Every year, over 240 million 9-1-1 calls are made in the United States. These calls come in to the thousands of Public Safety Answering Points (PSAPs) where dedicated telecommunicators process these calls—ana- lyzing them, prioritizing them and referring them to responder units, as appropriate. The public safety telecommunicator is pivotal in this effort. For a person in trouble, 9-1-1 is the voice of authority, the first step in getting help on the way. Public safety communications is a career that requires unique training and commitment on the part of the telecommunicator. Successful public safety telecommunicators are characterized by their professionalism and sense of duty to the general public. Professionalism is a rather vague concept that encompasses honesty, integrity, humility, accountability and a desire to learn new techniques to perfect job skills. It is defined by who you are (inner character), what you do (behavior exhibited), and how others perceive you (image projected). Successful public safety telecommunicators have inherent traits and abilities that set them apart as profes- sionals. These inherent traits and abilities are summarized in the following profile. Cite: Volusia Co. Sheriff’s Office Profile of a successful Public safety telecommunicator Successful public safety telecommunicators have respect for themselves and their profession. They have a genuine interest in serving the needs of others, as well as the ability to work well as part of a team. They demonstrate a positive attitude toward the public, response agency personnel and PSAP management, and represent the organization to other agencies and citizens with a courteous, helpful and business-like attitude in all radio, telephone and personal contact. They retain emotional control, honesty and productivity, even when under pressure from personal problems, requirements of supervisors, or other sources. Successful public safety telecommunicators demonstrate professionalism in the performance of job tasks. They have the ability to handle both task-oriented duties and people-oriented duties, as well as an above-av- erage ability to do more than one thing at a time (multi-tasking), and remain focused under stress. They have a strong sense of their limitations; they know they can’t solve every problem, yet they do the best they can with what they have. They don’t get involved personally with callers. They empathize, not sympathize, and they don’t take it home. They have the conviction to give an opinion without timidity, and the self-assurance to take risks when necessary. Successful public safety telecommunicators have a strong desire to learn new techniques to perfect their job skills. They have a high degree of self-discipline to organize and prioritize each day’s job duties, and a good ability to prioritize events and information effectively. They act decisively, using good judgment (common sense), and make decisions without analysis-paralysis or tunnel vision. They have confidence in their abilities, and the self-reliance to act independently when required. Telecommunicators must have excellent customer service skills, keyboarding skills and be able to collect and record data in a quick and efficient manner, some- times in stressful situations. They must possess problem-solving and critical thinking abilities, and be able to function independently or as part of a team. 1-2 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 1: INTRODUCTION TO YOUR NEW CAREER Successful public safety telecommunicators accept responsibility for their actions. They can accept criticism. They recognize and admit their faults and/or mistakes without blaming others. They do not engage in harmful gossip or other negative behavior, and strive to discourage it in others. They have respect for private, confi- dential information, and the willingness and ability to support and carry out directives. Successful public safety telecommunicators strive to provide a professional image in their appearance and demeanor. They use an appropriate tone and manner of speech in all oral communications, realizing that ex- cessive cursing or other inappropriate language only serves to diminish their credibility in the eyes of others. Their personal grooming is good and their clothing is neat, clean and properly worn. They don’t abuse sick leave and they strive to report to work on time, ready to take over their position. successful public safety telecommunicators embody the essence of professionalism and what it means. All those new to this profession should seek out the true professionals in their PSAP and follow their ex- ample. Duty to serve The PSAP is responsible for providing service to the community. Staffing requirements are established to handle calls for service and other communications functions. This staffing is normally sufficient to handle the daily responsibilities of the PSAP; however, staffing levels may be strained during extreme emer- gencies. Telecommunicators must be able to rise to the occasion during times of increased call volume as the result of natural or man-made disasters and other spe- cial circumstances. Public safety telecommunicators are expected to be at work and ready to work every scheduled day. This in- cludes weekends, holidays, family birthdays, and night shifts. There is a duty to serve the public, co-workers, members of other public safety agencies, and members of support agencies. Arriving at the PSAP This duty to serve also means that a telecommunicator may be called upon to provide coverage and assistance in the PSAP during disasters and emergencies that may also directly affect the telecommunicator, their fam- ilies and friends. Many dedicated and professional telecommunicators have spent time helping others and protecting lives and property at a PSAP, while they themselves have lost their homes, property and sometimes even loved ones. It truly takes a unique individual to work in this profession! Confidentiality Public safety telecommunicators have access to information about criminal activity, law enforcement oper- ations, building plans, medical histories, driving records and other information that may be of interest to the general public, including criminals. Telecommunicators are expected to keep this information totally con- fidential. Specific information about your work must not be revealed to people outside the public safety arena. Dis- cussing an incident response or a person’s criminal record is a violation of confidentiality and may be a vi- olation of law. Be very careful when speaking to people about your work experiences. 1-3 1.2 ethics and Values in Public safety Communications ethics: A system of principles; the rules of conduct recognized in respect to a particular class of human actions or a particular group, culture, etc.; that branch of philosophy dealing with values re- lating to human conduct, with respect to the rightness and wrongness of certain actions and the motives and ends of such actions. The definition of ethics implies that it involves an individual’s personal, professional and organizational rules of conduct. It includes opinions and feelings about manners and behavior. Many employers adopt a code of ethics, professional conduct code or some other formal guide for actions and behavior, based on the community’s expectations. As the definition of ethics tells us, responsibility for meeting these codes transfers to the individual employee. Telecommunicators must adopt these codes of conduct as their own if the PSAP’s mission is to be fulfilled. Public safety telecommunicators must conduct themselves in an exemplary manner. They are the link between the public and the community’s emergency services. Being in a position of public service mandates that the ethics of the individual and the ethical standards of the organization meet or exceed the standards and ex- pectations of the community and the industry. APCO Public safety telecommunicator Code of ethics As a Public Safety Telecommunicator, I am dedicated to serve the public; to safeguard life and property; to keep my personnel informed on all calls that may require their attention; to assist all public safety vehicles and personnel in the performance of their duties; and assure that all rules and regulations which govern my position are not violated in any manner. I will keep my private and social life free from all criticism; maintain a calm attitude during times of stress and emergencies; develop self-control and be constantly mindful of the welfare of others, regardless of race, creed, or religion. I will obey the laws of the land, rules, and regulations of the Federal Communications Commission and my department. Whatever information I receive of a confidential nature will be revealed only in the official performance of my duties. I will never act in a selfish or unofficial manner or let my personal feelings, friendships, prejudices or animosity influence my decisions. I will enforce the rules and regulations of my department and the Federal Communications Commission without fear, favor or ill will, never employing unnec- essary force and never accepting gratuities. I recognize the high responsibility of my position as a symbol of public faith and trust, and will accept it to be held as long as I am faithful to the ethics of public safety service. I will constantly strive to achieve those objectives and ideals which govern my profession, dedicating myself, before God, to my chosen profession, public safety telecommunications. Author: Evert E. Carter, Chief Dispatcher Williamson County Sheriff’s Department Marion, IL. 1981 1-4 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 1: INTRODUCTION TO YOUR NEW CAREER 1.3 PsaP Organizational structure Each public safety organization has a different history and organizational culture. Agencies can vary widely in size and organizational complexity. The areas served may be rural or urban. The agency may operate at the local, state, tribal or federal level. PSAPs may serve a single agency, such as a Sheriff’s Office, or may be a county-wide consolidated center serving Fire, EMS and Law Enforcement departments for every juris- diction in the area. Cite: APCO Institute Each PSAP has a different organizational structure for personnel and job responsibilities, typically referred to as the chain of command. A PSAP’s chain of command defines the relationships between frontline telecom- municators, supervisors and managers. Having this clear definition of roles provides guidance for personnel in requests for information, routing of complaints or issues, and emergency notifications. Telecommunicators play a pivotal role in the smooth operation of the PSAP. Familiarity with the organiza- tional structure assists the telecommunicator in working within that structure successfully. Telecommunica- tors need to understand the structure of the organization, as well as be aware of the people who occupy supervisory positions. 1-5 Mission Statement Our Mission is to provide the highest level of service for the public in their time of need; serving as the critical communications link between the citizen and public safety personnel. We are committed to answering all 9-1-1 and non-emergency calls with professionalism, integrity and compassion while efficiently dispatching appropriate resources in a timely manner. In carrying out our mission, we recognize that service is our one and only product and we share a common, ongoing goal to provide it at the most superior level possible; working in the spirit of cooperation and teamwork with our public safety associates both within and outside of Jasper County Emergency Services. Core Values Compassion Teamwork Commitment Service Integrity Courtesy of Jasper County Emergency Services 1.4 basic Telecommunications elements Basic telecommunications skills are a requirement for individuals involved in any aspect of public safety communications. Basic telecommunicator training is not intended to give complete knowledge about all aspects of public safety communications. It is intended to give a foundation of knowledge about telecom- munications to prepare the telecommunicator for more advanced training. Common elements of telecommunications include: · Information gathering · Radio and telephone communications · Resource allocation · Records management · Functioning under FCC rules · Handling requests and being responsive to calls from the public Categories of Basic telecommunications There are three primary disciplines of public safety communications: Law Enforcement Communications, Fire Service Communications, and Emergency Medical Service Communications. · Law enforcement Communications – Law enforcement communi- cations involves the dispatch, communications and resource management of law enforcement units (police/sheriff/highway patrol response personnel, detective bureaus, SWAT/hostage rescue teams, crime scene investigation units, etc.). Telecommunicators handling re- quests for law enforcement assistance require specialized training in officer safety, handling reports of crimes and han- dling special situations, such as foot or vehicle pursuits. Cite: iStock 1-6 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 1: INTRODUCTION TO YOUR NEW CAREER · Fire service Communications – Fire service communi- cations involves the dispatch, communications and resource management of fire service units (response personnel, fire marshals, arson investigation units, HAZMAT units, explo- sive ordinance disposal units, etc.). Telecommunicators handling requests for fire service agencies require special- ized training in fire-related areas of telecommunications, including fire alarm dispatching, incident command sys- tems, hazardous materials, and in some cases, specialized technical rescue operations. There is very little prioritiza- tion of fire-related cases since a majority of fire service calls are escalating emergencies that require immediate re- sponse. · emergency Medical service Communications – Emergency Medical Service (EMS) communications involves the dispatch, communications and resource management of EMS units (Emergency Medical Technicians [EMTs], paramedics, air am- bulances [fixed wing and rotor], ground ambulances, medical examiners, etc.). Telecommunicators handling requests for med- ical assistance require specialized training in caller questioning, caller management and the provision of medical instructions via the telephone (referred to as pre-arrival instructions). 1.5 Vital services of Public safety Communications systems Telecommunicators are the principal link between the public Cite: iStock and the public safety response system. People’s lives and the safety of their property depend on the communications function being available at any time. Communications is the link between requests or problems, and solutions. Vital services Public safety communications systems have four primary functions or tasks. Referred to as vital services, these primary functions facilitate communication with the public, between members of the same agency, be- tween public safety agencies, and between public safety agencies and support service entities. Communication with the Public A vital service performed in the PSAP is to provide assistance or referral between the public and public safety services. These calls for assistance come from citizens who are in need, and must be handled quickly and efficiently. Telecommunicators must be able to assist callers by providing necessary services quickly and accurately, without tying up valuable emergency telephone lines. The telecommunicator must also prioritize the call properly to ensure that correct services are received. Most callers are not trained or skilled in dealing with emergency situations, and may appear to be simply asking for information when an actual emergency exists. Response units may ask telecommunicators to contact people about incidents occurring in the field. These calls may notify people about incidents, or request information. Examples include calls concerning the re- covery of stolen property, or the arrest of a relative. 1-7 Telecommunicators will receive non-emergency calls for information services or referral. Ask appropriate questions in order to analyze the call and properly classify it. PSAPs should have established call-processing guides and other tools to assist with this process. Communication between Members of the same Agency Another vital service provided by telecommunicators is to assist communication between members of the same agency. The PSAP is the main component of the telecommunications system. Telecommunicators relay messages via numerous formats, such as telephone, radio, electronic or digital. They are responsible for maintaining response unit status, assigning response units to calls for service, and keeping supervisors ap- prised of pertinent information. Communication between Public safety Agencies An additional vital service performed in PSAPs is enabling communication between public safety agencies and services. This communication is vital to the community’s public safety system. Interagency communi- cation allows for exchange of information between neighboring agencies. This information may include in- cident details, criminal activities, fire department mutual response facts, and medical communication with EMS agencies and hospitals. Another facet of communication between agencies is the dissemination of information regarding a single incident. For example, let’s say a call is received of a motor vehicle accident with injuries, entrapment, and gas leaking from one of the vehicles. While all response agencies are concerned for the welfare of the patient, the telecommunicator will explore what actions or tasks will be performed and what information is needed by which responding agencies. · Law enforcement actions may include scene and bystander safety, traffic control, crime scene investiga- tion, roadway blockage, etc. · Fire service actions may include extrication of the patient, hazardous materials cleanup, fire hazards, etc. · EMS actions may include patient care and transport, the need for additional resources, and the possible need for specialized care such as a burn unit, etc. Pertinent information for one agency may not be as pertinent for another. It is the telecommunicator’s re- sponsibility to provide that vital link between response agencies to help clarify and resolve the situation in the best manner possible. Communication between Public safety Agencies and support services One more fundamental service provided by PSAPs is to facilitate communication between public safety agencies and support services, such as towing services or utility companies. Telecommunicators speak with support services on behalf of response units for any number of reasons. Fire service incidents may require calls to utility companies so that power is disconnected to a residence to ensure firefighter safety. Mass casualty incidents may require EMS response units to prepare hospitals for large numbers of injuries or fatalities. In law enforcement incidents, telecommunicators may notify towing services to impound vehicles. These contacts must be accurate, timely and complete so that the appropriate response occurs as needed. Examples of support services include but are not limited to: · Corrections facilities · Animal control · Towing services · Power/gas/water companies · Public works maintenance departments · Neighborhood watch groups · Citizen patrols 1-8 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 1: INTRODUCTION TO YOUR NEW CAREER · Emergency Management · Hospitals/clinics/emergency rooms · Traffic engineering departments · Public health facilities · Rape crisis centers · Homeowner groups · Nursing homes · Children’s services agencies · Human services agencies · Homeless/temporary/special use shelters · Mental health facilities · Social welfare agencies · Veterans Affairs · Community service groups 1.6 PsaP Informational resources Many reference materials and informational databases are available in PSAPs. By utilizing these materials, telecommunicators can address various events and incidents more effectively. Callers may not have all the information needed, or they may refuse to provide all the details. Telecommunicators may have to develop information based on a few small facts. Here are some of the most common tools available to the telecommunicator: telephone Book The telephone book is the most common and sometimes the most overlooked resource in the PSAP. Telecommunicators should familiarize themselves with it. It may contain information as varied as zip codes, campus maps, neighborhood listings and sporting complex information. Cross-Reference or City Directory A cross-reference or city directory allows the telecommunicator to look up a telephone number and match it to a name and address, or look up an address and locate a name and telephone number. Many of these directories also show cross streets in relation to building and house numbers. This helps determine how many properties are between a certain address and a cross street. This may be valuable, timesaving in- formation to response units. Maps Readable, clear and accurate maps are a great asset to a PSAP’s resources. Some jurisdictions have map- ping departments that provide detailed line maps, including addresses, building “footprints” and other details. In rural areas, these maps may show private roads, dirt paths and other features not found on commercially printed maps. Computer-Aided Dispatch (CAD) systems A majority of PSAPs utilize a computer-aided dispatch (CAD) system to help with information manage- ment and resource allocation. CAD systems provide telecommunicators with a wealth of information. The combined resources of a telephone book, a cross-reference or city directory and specific mapping information may be found in most CAD systems. Internet and search engines The Internet has mammoth amounts of information available. Search engines can be likened to gigantic indexes, using keywords, phrases and synonyms in order to find information. Websites frequently ac- cessed by a PSAP can be bookmarked or saved as a favorite to make it easier to click and go to that page. 1-9 Other Resources There are many additional resources available in a PSAP. These include, but are not limited to: street maintenance notifications, warrants, Computer-Aided Management of Emergency Operations (CAMEO) software, weather services and language lines. CAMeO, or Computer-Aided Management of Emergency Operations, is a software application used by PSAPs and emergency management agencies to plan for and respond to HAZMAT emer- gencies. Telecommunicators can use CAMEO to access, store, and evaluate information critical to developing emergency plans and response. 1.7 Geographical service areas Every PSAP has defined geographical service areas for the agencies within its jurisdiction. PSAPs that pro- vide services to multiple agencies will have policies and procedures in place regarding incidents that begin in one jurisdiction and move to or otherwise affect another. The areas of responsibility must be very familiar to telecommunicators; they must know the overall geography of their coverage area, as well as surrounding areas. Telecommunicators well acquainted with the region will assist those in need by providing efficient and effective service to the public. Telecommunicators may receive calls from people who have lived in the area all their lives, and expect everyone to know their way around just as well as they do. Longtime residents may refer to landmarks or buildings as “the old grocery store” or “where the high school used to be.” While these descriptions may mean something to the caller, they may mean little to the telecommunicator and the response units they dis- patch. This is why telecommunicators need to know the area well. In some cases, telecommunicators may have to ask callers, “Look around and tell me what you see.” Telecommunicators must then derive the correct location from the information gathered. Although computer-aided dispatch (CAD), mapping software and emerging 9-1-1 telephony enhance the ability of telecommunicators to locate an incident, they still need to learn geography the old-fashioned way— get out of the PSAP and drive or ride around in unfamiliar areas. A dependence on technology is only ad- vantageous as long as the technology is operating properly. Law enforcement service Areas Law enforcement departments normally operate within certain geographical areas defined by city, county or state limits. It is important for telecommunicators to know these boundaries and understand cross-juris- dictional issues. An officer’s arrest powers may be affected when crossing jurisdictional boundaries. In some cases, “service districts” may define a law enforcement agency jurisdiction or sub-jurisdiction. Through special taxing and/or contracted services, law enforcement officers may be assigned to the district to execute their duties. For example, a county agency may contract to provide law enforcement protection within the city limits of a small, incorporated town in the county. In some cases, these contract officers as- signed to the town may not leave the town’s limits to respond to calls unless a dire emergency exists, and cannot be used as routine backup officers outside of the town. Telecommunicators must understand the terms of these agreements. Fire Department service Areas Fire department service areas sometimes differ from simple political jurisdictional lines of cities or counties. Municipal or rural service districts may exist, delineating areas that do not follow normal political boundaries, and may be set up by special taxing arrangements. Arrangements between agencies can also provide mutual aid and mutual response under certain circum- stances. Telecommunicators must understand these arrangements and be able to work effectively within them. 1-10 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 1: INTRODUCTION TO YOUR NEW CAREER Mutual Aid is a process of supplying supplemental personnel, equipment or other resources to an in- cident to assist agencies that may be in danger of becoming overwhelmed in their response. These procedures are normally predetermined, and are spelled out in mutual aid agreements between re- sponse agencies. Mutual response is similar to mutual aid. However, mutual response requires the simultaneous dispatch of multiple resources for certain emergencies, such as high-rise fires and water, high angle, or other specialized rescues. Service areas may be altered during serious or time-consuming events. For example, a major fire in one area may tie up personnel and apparatus for a lengthy time, so additional firefighters and equipment are physically moved to other stations (service areas) to cover for units involved in fighting the fire. If most of the depart- ment resources are dedicated to one or more major incidents, other jurisdictions may be called upon to move personnel and apparatus to cover for any other emergencies that may arise. These moves are normally pre- arranged through mutual aid agreements. eMs service Areas EMS service areas may vary, depending on the type of service provider. Examples are Advanced Life Support (ALS) units, Basic Life Support (BLS) units, fire department-based EMS, volunteer EMS and hospital-based or private ambulances. EMS providers have boundaries that may or may not conform to law enforcement or fire boundaries. Mutual aid and mutual response agreements address the use of such specialized response equipment. When incidents occur and there are large numbers of injured people, coverage areas may change. For example, a fire at a nursing home would initiate a mutual aid response to evacuate or transport patients. It is important to be familiar with the physical boundaries of the EMS response area. Knowing these bound- aries and response geography ensures that the closest, most appropriate unit is dispatched when needed. Mu- tual aid and mutual response agreements should also be reviewed so resources can be activated early. Disaster Preparedness Many public safety agencies take time and great care in preparing for a wide range of emergencies. Public safety agencies may have an office of emergency management dedicated to developing contingency plans. The emergency preparedness plans may relate to conditions in the location, such as hurricane evacuation plans for coastal regions and snow emergencies in northern climes. Telecommunicators should be aware of how the emergency plans are activated and what the plans are. telecommunicator emergency Response taskforces (teRt) A growing number of states are working with the APCO/NENA National Joint Initiative to develop Telecom- municator Emergency Response Taskforces (TERT). TERT is an initiative that works with state and local emergency planning authorities to establish predetermined and selected teams of individuals who can be mobilized quickly and deployed to assist communications centers during disasters. These TERT teams must be prepared to leave on short notice to “serve for the duration” and to perform under field conditions that may be less than normal. Telecommunicators should know if opportunities exist in their jurisdiction for par- ticipation in a TERT program. 1.8 Policies and Procedures Every telecommunicator is required to know their PSAP’s policies and procedures, and should receive a copy of the policy and procedures manual for their ongoing use. Some PSAPs refer to policies and procedures as Standard Operating Procedures (SOP), some as Standard Operating Guidelines (SOG), and others as sim- ply Policies and Procedures (P&P). Whatever the nomenclature used, the intent and purpose is the same for all. 1-11 A policy is a guide to thinking. A policy states what should happen in terms of outcomes, sometimes in very general terms. A policy may state that, There is little in the way of specific guidance here, but there is no mistake that the PSAP expects the telecommunicator to be courteous with all callers. If a caller feels they experienced rudeness and makes a formal complaint, this policy may be cited as part of the violation. The policy is a guide to thinking in that it sets the tone for how callers should be treated. “The telecommunicator must be courteous to all callers to the PSAP.” A procedure is a guide to action. A procedure that may be linked to the previous policy example might read: The telecommunicator will answer all 9-1-1 lines by the third ring and clearly state “9-1-1, Where is your emergency?” In this case, the procedure tells the telecommunicator exactly what to do when a 9-1-1 line rings. The pro- cedure is the specific guideline used to achieve the goal of the policy. Procedure violations are generally easy for supervisors and others to spot and address. During training, your instructors will focus much attention in this area. Telecommunicators are responsible for knowing their PSAP’s policies and procedures, and acting in accordance with them. Study them and know them! The more familiar you become with the policies and procedures, the better prepared you’ll be to handle situations that arise where no specific procedure exists. A dramatic but good example of this is the events of September 11, 2001. Who could have had the foresight to write a procedure or have had a protocol to address the events of that day? The dedicated telecommunicators in the PSAPs on duty that day were able to perform their duties because they had a good understanding of the policies and procedures that existed. It was that knowledge and understanding that guided them through those horrific events. Policies and procedures are also important because they help to establish the standard of care that telecom- municators are committed to perform. Meeting the standard of care is important in fulfilling the responsibility of the job. summary While the primary role of a public safety telecommunicator sounds simplistic—serve as the primary link be- tween the public and public safety resources—it is a multifaceted, crucial role that is a pivotal part of the public safety system. The roles and responsibilities of the professional public safety telecommunicator are expansive and rewarding, and require a special individual to fulfill them. references and resources APCO/ANS. (2015). APCO ANS 3.103.2.2015 Minimum training standards for public safety telecommu- nicators. Retrieved from: https://www.apcointl.org/doc/911-resources/apco-standards/75-minimum-train- ing-standards-for-public-safety-telecommunicators/file.html APCO NENA ANS. (2015). APCO/NENA ANS 1.105.2-2015 Standard for Telecommunicator Emergency Response Taskforce (TERT). Retrieved from: https://www.apcointl.org/doc/911-resources/apco-stan- dards/138-standard-for-telecommunicator-emergency-response-taskforce-tert-deployment/file.html. Bune, K.L. (2011). Pete Piringer: Public safety's pinnnacle of professionalism. Public Safety Communica- tions, (77) 9. 1-12 Module One Open Book exercise 1. Summarize the attributes of a professional public safety telecommunicator. 2. Define Duty to Serve. 3. Explain the telecommunicator’s responsibilities regarding confidentiality. 4. Describe the relationship between a telecommunicator’s code of ethics and that of the PSAP. 5. Explain the purpose of a formal organizational structure. 6. List the common elements of basic telecommunications. 7. Describe what is involved in fire service communications. 8. Describe what is involved in law enforcement communications. 9. Describe what is involved in emergency medical service communications. 10. List and describe the vital services provided by PSAPs. 1-13 11. List and describe the informational resources available in a PSAP. 12. Explain the term service area in the context of law enforcement. 13. Explain the term service area in the context of the fire service. 14. Explain the term service area in the context of EMS. 15. Explain the difference between a policy and a procedure. 16. Name three actions agencies might take as part of their disaster preparedness. 17. What do TERT teams do? 18. What do telecommunicators need to know about agency emergency plans? 1-14 Module 2 InTerPersOnal COMMunICaTIOns Public safety telecommunicators are responsible Topics for facilitating effective communication among Nonverbal Communications all parties involved in the delivery of public The Communications Cycle safety services. The ability to effectively commu- Hearing and Listening nicate with others—whether by telephone, radio Speech and Diction or in person—is one of the most important skills Observations and Inferences a telecommunicator must possess. No other skill Customer Service will be used as often or will be depended upon Quality Assurance/Quality Improvement as much. On the phone or in the PSAP, telecommunica- Module Objectives tors need to demonstrate the use of effective in- Upon completion of this module, the student terpersonal communication skills. These will be able to: include: List the combined verbal and nonverbal ele- Active listening ments that communicate to the telecommuni- Clear enunciation cator the situation being reported The ability to be concise in verbal and writ- List and explain the five components of the ten communications communications cycle The ability to communicate on a professional List and describe the basic techniques of ac- level with internal and external customers tive listening Describe the correct processes for speech and Because public safety telecommunicators work in diction in communications direct contact with the public, units in the field, Explain the difference between observations PSAP and agency personnel, they also need to use and inferences generally accepted customer service skills. Explain the methods to ensure proper cus- tomer service in emergency communications This module provides an overview of how peo- Explain the purpose and method of quality ple communicate and interact in terms of assurance/quality improvement in the PSAP speaking, hearing, listening, and exchanging information, as well as in terms of customer relationship management. 2.1 nonverbal Communication How you say something can be as important as what you say. When we talk about how we feel, most of our messages are conveyed by tone and body language Attribute to: Mehrabian (1980 & 2011 Think about all the different people the public safety telecommunicator deals with each day; some are friends and colleagues, others complete strangers. Communication may be face-to-face in the PSAP, over the radio to personnel in the field, or a caller on the phone. 2-1 Sometimes it’s not what is said, but how it’s said that sets the tone for interpersonal communications. The meaning of spoken words is affected by the tone and manner in which they are delivered. For example, take the simple word “hello.” Saying “hello” in a happy, upbeat tone and smiling conveys pleasure at seeing the person; saying “hello” in a flat, “oh no, it’s you” tone and frowning conveys displeasure. The word is the same, but the message communicated is quite different. The nonverbal communication sets the tone for the communication exchange. Behavioral scientists commonly agree that most understanding is conveyed through nonverbal communication. In handling public safety calls for service, words, tone of voice, inflection and background noise all combine to communicate the situation to the telecommunicator. For example, a caller may say, “No, I do not want the police to come. I am all right.” But they are saying so in a very demure monotone, and there is someone screaming and cursing loudly in the background. This would warrant sending a response unit to check out the situation, even though the caller’s words say, “No, I don’t want the police to come. I am all right.” It is imperative that telecommunicators understand the elements of effective communication and learn how to apply these elements without the benefit of face-to-face interaction. 2.2 The Communications Cycle The communications cycle consists of six components. These six components are combined to reach the goal of communication: to transfer ideas from the mind of one to the mind of another, with understanding. If any of these components are missing, meaningful communication may not occur. The six components of the communications cycle are: sender: The person who initiates the communication Receiver: The person or group who is the target of the communication Message: The idea itself, in whatever form it may take Medium: The manner in which the message is transferred from the sender to the receiver Context: The situation in which the exchange takes place, including the relationship between sender and receiver Feedback: Communication from the receiver back to the sender in reaction to the message as perceived by the receiver Cite: APCO Institute 2-2 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 2: INTERPERSONAL COMMUNICATIONS senders and Receivers An individual may begin the cycle as either the sender or receiver, but as communication flows back and forth, the roles change, and sometimes even overlap. A telecommunicator typically serves in both roles. When working as the calltaker and interacting with the caller, the telecommunicator is the receiver. When the telecommunicator relays the call via computer to the dispatcher, or changes roles to become the dispatcher, the telecommunicator becomes the sender. Message The message is the reason for any communication. The way the message is formatted may make a difference in its effectiveness. Because a large portion of communication is nonverbal, the format of the message is critical. The phrase, “We’ll send somebody,” can be interpreted in many different ways. Callers may believe a response unit is already enroute, while the telecommunicator may mean someone will respond as soon as possible. Medium The medium is the way communication takes place; for example, spoken face-to-face, written on paper, or via electronic instant message. The medium is important to the overall message and the communications cycle. Much importance is attached to the manner in which a message is delivered. If a dispatched message is preceded by an alert tone, the message is perceived to be important. If a call is placed using 9-1-1, the caller considers the message an emergency. Context Communication does not occur in a vacuum; there is a context. The context refers to the situation or circumstances in which the communication takes place, the emotional tone of the exchange, and the power relationship between the senders and receivers. For example, communication can be an everyday chat between friends, or it could be the annual State of the Union address to the nation. A comment can be “made in jest” and laughed off, or blurted out in anger and cause a fight. For the public safety telecommunicator, calls are most often in the context of an emergency. The caller may be in an emotional state, faced with speaking to a stranger. Communications from the PSAP to units in the field are most often in the context of operations: dispatches, status checks, or relays of information. Communications within the PSAP may be collegial between staff, or managerial between supervisor and subordinates. The telecommunicator must be mindful of the context in order to send and receive messages appropriately and effectively. Feedback Senders must receive feedback from receivers. Remember the definition of communication—the transmission of an idea from the mind of one to the mind of another, with understanding. Without the “with understanding” statement, the definition is incomplete, and so is communication. Feedback fulfills the requirement for “with understanding.” Feedback verifies that the message was received as intended. If the feedback indicates the message was received improperly, then the sender must restate the message. Subsequent attempts to send messages may require verifying and repeating, reformatting, adjusting the medium used, or abandoning the attempt completely. In the PSAP, critical information, such as incident location, should be repeated and verified to ensure that proper and accurate communication takes place. Interference Just as cell phone calls may break up or be dropped, so the communication cycle may experience interference. Interference may come from many sources: cross-conversations, background noise on a phone line, distractions in the workplace, or worries from home. The telecommunicator should be aware of possible sources of interference and try to mitigate them. 2-3 Breakdowns in communication are often the cause of mistakes in the assistance provided by public safety services. Telecommunicators may not have all the information, may have misunderstood the communication, or may have not taken the time to understand properly. Although breakdowns in communication can happen on either side of the conversation, telecommunicators are deemed communications professionals, and must ensure that effective communication occurs, from the formation of a message to the feedback that verifies it. 2.3 Hearing and listening Hearing and listening are critical skills for telecommunicators. Hearing is a physical act defined by Merriam-Webster as “the process, function or power of perceiving sound.” Listening is an intellectual act defined by Merriam-Webster as “hearing sounds with thoughtful intention.” Listening is an integral part of effective communications; however, few are ever taught how to listen effectively. For most, hearing what was said is synonymous with listening to what was said. In reality they are two distinctly different functions. Unlike hearing, which for most is a natural function, listening is a skill that improves through training and practice in the art of “active listening.” Active Listening Active listening involves demonstrating an interest and understanding in what is being said through staying focused, asking questions, listening for the main point and listening for the rationale behind what is being said. As with any skill, active listening is learned through the recognition and application of certain basic techniques. The basic techniques for active listening are nonverbal attending, open-ended questions, paraphrasing, and reflecting feelings. nonverbal attending is physically signaling that you are listening. The use of nonverbal attending: Sets a comfortable tone Encourages the sender to keep talking Demonstrates your concern and interest Signals to the sender that you are interested in what they have to say Signals that you are following the conversation examples: Maintaining eye contact Leaning slightly forward Allowing pauses without interruption Raising eyebrows Smiling Nodding Sending brief verbal messages (umm-humm, oh, I see…) Nonverbal attending assists you in staying focused on what is being said so that you don’t risk missing key points. It’s physically telling your mind not to wander, stay tuned. Telecommunicators must effectively communicate without the benefit of face-to-face interaction with callers. To stay focused, the telecommunicator should project a tone and manner of speech that displays interest in the caller. For instance, to project a more pleasant tone—smile; to feel more focused and in control, particularly in challenging situations—stand up. 2-4 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 2: INTERPERSONAL COMMUNICATIONS Open-ended Questions are questions that cannot be answered “yes” or “no,” requiring the sender to provide more information. Open-ended questions begin with words like, Tell me about…Why…How… Describe…Explain…. The use of open-ended questions: Encourages the sender to open up Allows the sender to expand on the subject in a free-ranging, comprehensive way Lets the sender know that their thinking matters to you Loosens up quiet or reticent people Helps vent anger or negative emotions example: “Someone broke into my house!” Open-ended question response: “When did this happen?” Open-ended questions assist you in remaining clear on what is being said, and demonstrating your interest in the conversation. Basic telecommunicator training includes instruction on the “4 W’s”—Where, When, What, and Who (plus weapons, if applicable). In essence, the 4 W’s are open-ended questions designed to enable the telecommunicator to expeditiously obtain necessary information and remain clear on what is being said. The 4 W’s can be enhanced by applying the additional active listening questioning techniques of paraphrasing and reflecting feelings. Paraphrasing is a brief rephrasing of information provided by the sender. It provides the restatement of the essence of the information in your own words. The use of paraphrasing: Demonstrates that you are listening and that you understand what the sender is saying Helps you make sure your interpretation or understanding is correct Allows the sender to explore the issues more fully, but does not suggest that you agree Encourages the sender to more fully analyze and discuss the subject matter example: Caller: “…and he has a gun!” Paraphrasing response: “You say you saw a gun?” Paraphrasing assists you in listening for the main points. It is not uncommon for people to be somewhat vague when discussing sensitive issues or to have trouble coming to the point. It’s important to remember “that others may not mean what we heard them say” (Tannen, 2011). By restating the sender’s main points in your own words, you assist not only your own understanding, but also help the sender to clarify their main points and concerns as well. Reflecting Feelings Reflecting feelings is repeating in a short, declarative statement the emotions or feelings that the sender is communicating. It asserts your awareness and understanding of the sender’s feelings without indicating agreement. 2-5 The use of reflecting feelings: Helps open communication channels and establish rapport Causes the sender to feel understood Gives the sender the freedom to explore the issue further Helps the sender to vent emotions or “let off steam” examples: Caller: “Please help me—I don’t know what to do.” Reflecting Feelings response: “I understand you’re scared. I’ll stay on the line with you until help arrives.” Reflecting feelings assists you in listening for the rationale behind what the sender is saying. It is listening empathetically in order to help you understand where the sender is coming from. Active Listening Pitfalls Several things occur during conversations that may prevent or even discourage active listening. Knowing these common traps will help you avoid them. Conversation Overload In a normal shift, a telecommunicator will participate in and overhear a multitude of conversations. This tremendous amount of verbal traffic makes it difficult to carefully listen to everything around you. It is important to prioritize your listening to the conversations of most importance, beginning with the conversation you are currently involved with, especially if it is an emergency call for assistance. Personal Preoccupation Attempts at active listening can be counteracted by personal thoughts and concerns that seem more important than the message being received. It is hard to actively listen to a caller if you are concerned with what grocery store you are going to stop at on the way home, or if you are still thinking about an argument you had with a loved one before you came to work. It is important for a telecommunicator to create a definite “cutoff” point between their personal and professional lives. Leave personal issues at home, and work issues at work. Rate of Thought Although typically people will speak at a rate of roughly 150 words a minute, most people are capable of understanding speech at a rate of up to 600 words a minute. This causes “spare time” while listening. Telecommunicators should avoid filling this spare time in ways that do not relate to the issue at hand (daydreaming, planning an answer or rebuttal, etc.). Noise There are many distractions in a PSAP environment. Other telecommunicators, telephones, radios and other disturbances can make it difficult for a telecommunicator to remain focused. It is imperative that telecommunicators practice selective hearing, in addition to active listening. Assumptions A telecommunicator could fall victim to this counter effect of active listening while taking a call from a regular caller Cite: iStock 2-6 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 2: INTERPERSONAL COMMUNICATIONS who rarely reports anything of importance. It may be tempting for the telecommunicator to assume they know exactly what the person is calling about, but there is no place for assumptions in public safety telecommunications. The telecommunicator must actively listen to each caller and handle each call on its own merits. Guard against complacency when routine calls begin to sound similar because no two calls are exactly alike. When a caller or response unit directs a message to you, it is your responsibility to listen actively to the message and verify that the message was received. Active listening lets you receive the message properly. When you do not listen actively and carefully, you risk hearing the wrong thing and reacting improperly. Active listening enhances your communications abilities in both your personal and professional lives. It helps you gain a better understanding of what everyone around you is “saying” so that relationships are improved and potential conflicts minimized. Active listening can be a difficult skill to master. Daily practice strengthens active listening skills so that you are no longer just hearing someone talk; you are listening to what they’re saying. 2.4 speech and diction It is important to use clear speech and proper diction to ensure that your message is understood. If the receiver understands the message the first time, the conversation proceeds more efficiently. This is especially important in public safety calltaking and dispatch, where you may have only one chance to be understood. Make sure your diction and enunciation can be understood in normal conversation. If people have problems understanding you in casual conversation, or if your words are misinterpreted, work on speaking more clearly. Also, remain aware of enunciation when using standard phrases, as words may start to blend together when used routinely. For example, let’s say you use the standard phrase “Anytown PD” when answering administrative lines. Over time this phrase may become so automatic that it starts sounding like “Anytown Petey.” A caller not familiar with police lingo (PD) may have to ask if they’ve reached the police department, creating an unnecessary delay in the conversation. Rate of speech Rate of speech is a personal characteristic that you may need practice to change. Rate of speech is an important component of communication, and critical to the delivery of the message. Most people speak at a rate of nearly 150 words per minute (wpm), but can correctly transcribe only 40 to 60 wpm using abbreviations, whether hand-written or typed. Because coworkers and response units often need to take down information under less-than-perfect conditions, telecommunicators should practice talking at slower than normal rates. Also, if you are providing information to callers, remember they may be nervous, excited or angry, and these emotions may tend to slow the rate at which they write. You can estimate rate of speech by reviewing tape recordings of actual dispatches or by broadcasting into a tape recorder that may then be analyzed. Use a stopwatch to time five minutes of continual talk. Then count the number of words and divide the total number of words by five to arrive at an average WPM. 2-7 2.5 Observations and Inferences Observation - The act or practice of noting and recording facts and events. Inference - The deriving of a conclusion based upon something known or assumed Observations are what we see and hear, and also what we think we see and hear. We observe events, and then begin making those observations fit what we know about our world. A statement based on what we personally observed or know is a statement of fact. For example, the statement “Joe is at the PSAP today” is a statement of fact, if the person making the statement saw Joe at the PSAP today. Statements of fact or observation: Can be made only after observation Must stay within what one observes and not go beyond Can be made only by the observer Can be made only to the extent of the observer’s abilities and proficiency Inferences are drawn from our observations. Similar to assumptions, inferences are statements based on things we think or believe to be true, but cannot or have not verified. For example, the statement “Joe should be at the PSAP today” is a statement of inference, if it is based on the fact that Joe indicated he was going to be at the PSAP today. We mislead ourselves when we let our inferences stretch beyond what we observe and draw inferences based on assumptions, without taking steps to ensure that we have a clear understanding of the situation. Statements of inference: Can be made any time Are only limited by one’s imagination Can be made by anyone Deal only with probability Can be made by the incompetent It is important to distinguish between observation (facts) and inference (assumptions). If we make an inference and treat it as if it were an observation, then we will assume it is almost certain, and we don’t need to confirm the information. Telecommunicators should always base decisions on observation (facts), not inference (assumptions). Telecommunicators should always base decisions on observation (facts), not inference (assumptions). JuDGMent CALL This exercise points to some of the situations in which we make judgments based on inferences. You will have a chance to observe your own selective use of facts in making an inference from the information available. Instructions This exercise is designed to determine your ability to think accurately and carefully. You will read a brief story. Assume that all the information presented in the story is definitely accurate and true. Read the story carefully. You may refer back to the story whenever you wish. You will then read statements about the story. Answer them in numerical order. After you carefully read each statement, circle T, F or I based on the following definitions: 2-8 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 2: INTERPERSONAL COMMUNICATIONS t: On the basis of the information presented in the story, the statement is True. F: On the basis of the information presented in the story, the statement is False. I: Based on the information provided, you cannot determine whether the statement is True or False, making it an Inference. sample A black convertible driven by Mr. Smith has a flat fire. He is on Baker Street, which is parallel to Highway 101. sample statements: 1. T F I The color of the car on Baker Street is black 2. T F I The flat tire has a nail embedded in it. 3. T F I Mr. Smith owns the car. 4. T F I The black car is parked on Highway 101 Answer Key: 1. T There is little doubt that the car is black. 2. I It is not conclusive how Mr. Smith got a flat tire. 3. I It is unknown whether Mr. Smith owns the car. 4. F The black car is parked on Baker Street Remember to answer only on the basis of the information presented in the story. Refrain from answering as you think it might have happened. Answer each statement in numerical order. the story Mrs. Jones was involved in an accident and is requesting the police. One other passenger is in the car with her. Fortunately, no one is seriously hurt; however the owner of the other vehicle is very angry and upset. The telecommunicator on the phone with Mrs. Jones is requesting that she remain in her car until police and emergency vehicles arrive. Mrs. Jones would like her husband to be contacted immediately and informed of the accident. The telecommunicator was given the telephone number 123-4567 to contact Mrs. Jones’ husband. statements about the story: 1. T F I Mrs. Jones was in the car by herself when the accident occurred. 2. T F I The driver of the other vehicle is a woman. 3. T F I The driver of the other vehicle is upset due to being hurt. 4. T F I The telecommunicator has requested that Mrs. Jones remain in the car until police arrive. 5. T F I There were only two cars involved in the accident. 6. T F I Mrs. Jones has a female passenger in the car with her. 7. T F I Mrs. Jones is seriously hurt. 8. T F I Mrs. Jones stepped out of her car. 9. T F I Mrs. Jones has requested that her husband not be contacted. 10.T F I Mrs. Jones gave the telecommunicator a contact number. Answer Key: 1. F 2.I 3.I 4. T 5. T 6. I 7. F 8. I 9. F 10. I 2-9 2.6 Customer service in emergency Communications the Importance of Customer service Customer service is important. But is public safety communications a customer service-oriented profession? The simple answer is yes. Today we live in a society of instant news coverage. The 9-1-1 call you take today may be on the news a few hours later, and certainly can be by the following day. Each word said will be analyzed and dissected. There has never been so much attention on public safety communications as there is today. The public’s expectation of service has never been higher. One of the essential elements of good customer service is meeting (or exceeding) customer expectations. But in the case of public safety 9-1-1 services, what are customer expectations? Cite: Courtesy of Volusia County Sheriff’s Office In a study of the US 9-1-1 system (ICERT, 2011), the authors noted that customer expectations were increasingly shaped by capabilities of modern communication devices, not by the reality of the aging legacy system that supports 9-1-1. They cited a widespread public perception that if anything bad should happen, 9-1-1 could be called and somebody would respond. Increasingly, there is public frustration that 9-1-1 services vary by locality, vary by communication device and cannot handle the latest technology, like texting and instant messaging. We have educated the public to call us when an emergency occurs, and to expect that their call will be answered by a trained professional. When an emergency does occur, the public expects that a call to 9-1-1 will be answered immediately by a trained, motivated and caring individual who will immediately send help and provide life-saving instructions. Always remember; callers’ perceptions are their reality, especially when they are seeking assistance. Individuals believe they have a crisis situation when they dial 9-1-1, and they are depending on public safety to solve the problem and end the crisis. However, their reality and the telecommunicator’s can be very different. A telecommunicator’s reality is based on policies, procedures and guidelines established for a particular type of call, while the callers’ reality is what they believe the response units can do for them. We must remember that everyone responds to emergencies in a different manner. Your caller may be terrified, embarrassed, extremely calm or hysterical. It is up to you, the professional telecommunicator, to use all the tools you learn to effectively give the highest quality customer service possible to each of your callers. Using tact and diplomacy when explaining things to callers can go a long way in how they react to your responses. Tone of voice and the inflections we use can sound empathetic or sarcastic to the caller, so we must ensure that we remain professional and courteous. It takes no more time to provide quality customer service than it does to provide poor customer service. Telecommunicators need to remember that customer service begins when you answer the phone. When you answer the phone, you are the police department, EMS or fire department in the eyes of the caller. Callers place a tremendous amount of importance on what you say and how you say it. Now, in the day of the consolidated communications center, you may not even work for the department you are answering the phone for, but the public has no concept of this. The caller called the police department, and you answered. The person hears you, and you are the voice of that department. The customer service experience has begun, and what message is your voice sending to the caller? 2-10 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 2: INTERPERSONAL COMMUNICATIONS I have been here 10 hours today and no longer care I’m new on the job and don’t really know what I’m doing I am a professional ready to assist you in a professional and competent manner Who are our customers? This is a simple question. A customer is any person who is impacted by your work. The list of customers includes (naming just a few): Officers EMTs Fire fighters Other Responders Callers Wrecker companies Telephone companies Power companies Co-workers One important customer that we often forget is each other. Our co-workers are our customers as well, and we need to provide a service to each other. Traditionally, customers have been defined as internal or external. Internal customers are those customers inside your organization. External customers are those external to the organization. No matter whether the customer is inside or outside the organization, it is important that we provide a high level of service to that person. Caller expectations Callers have only a few expectations, and those expectations are very simple. to talk with a trained professional. It is simple: a caller expects to be talking to a trained professional. The thought here is the expectation of the public. It is critical that as professionals, we act like professionals. In communications, the most important step is to be professional on every call. Webster’s defines professionalism as the skill, good judgment, and polite behavior that is expected from a person who is trained to do a job well. to be treated with courtesy. It sounds so simple: be nice. These two words seem to disappear from the communications center from time to time. Over years of taking call after call, we become jaded to the screams and requests for assistance from callers. When telecommunicators use expressions like "sir" or "ma'am" when speaking to a caller along with "please" when giving instructions (please stay on the line with me...) can all help keep the tone of the call on a courteous basis. When we started our career, this was no problem; but as year after year clicks by, our list of grievances seems to grow. These are not just grievances with the agency, but with callers in general. to talk with someone with authority. Many of us have been led to believe that we have little authority in the communications center. The truth is that we have a tremendous amount of authority. This authority may not show on the organizational chart, but we have what is called operational authority. We make the decision to send responders or not. Who do we send? How many do we send? Callers are customers and are the most important people to our PSAP. They are not dependent on us, rather we are dependent on them. Callers are not interruptions to our work; they are the purpose of it. We are not doing them a favor by helping them, we are fulfilling our obligation by doing so. Callers are not outsiders to our business; they are a part of it. Remember they are usually in crisis and need our assistance to make it through a very stressful time. 2-11 One of the simple keys to customer service is, “Always give people more than they expect to get.” (Boswell, 1972) Keys to excellent Customer service The following characteristics can help the telecommunicator to better serve the public with a high level of customer care. Focus on the caller. Think about the person who is making the call. It is easy after many hours on the job to stop caring due to compassion fatigue. Telecommunicators face difficult situations every day, and these can take an emotional toll that leads to apathy. Consider for a moment that a friend or family member might have to make a 9-1-1 call someday. How would you want them treated? Receive the call. Essential to customer service in public safety is receiving the call and gathering the facts the caller is reporting. It may be easy for us to believe we are listening, when really we are trying to control the call. Or we believe we already know what the needs of the caller are, and we simply stop listening. We believe that we have the ability to know what any call is in the first few seconds of the call. Be approachable. Even on the phone, we can express a caring attitude in our voice and telephone manner. After many hours, it may be easy to develop a cold attitude to callers. The same is true in person in the PSAP. After long hours of working in close proximity, it can be a challenge to maintain team morale. express empathy. Respond to the caller with consideration and respect. Try to keep in mind that the caller may be unfamiliar with the calltaking process, or how emergency response is delivered. Try to express a clear desire to understand the caller’s situation and to help. Be responsive. While it is important to follow the PSAP guidelines in gathering information, we may begin to want it in only one specific way. If a caller tries to provide information in a different manner or order, we may correct them and go back to the last question until we receive the information. Try to balance the need to control the call with the need to engage with the caller in a meaningful way. Be reliable. Always try to provide the level of service that PSAP policies and procedures require. Providing accurate and dependable service is an essential success factor in public safety. Due to fatigue, it may be easy to dismiss reports or requests as something “we don’t do.” Please check with your PSAP policies to see if referrals to information lines can be offered. Many cities have instituted 3-1-1 for city services. Most cities and counties have web pages. For callers who use phone books, directories may have blue pages with telephone listings for municipal services. When it comes to customer service, the telecommunicator job requires staff to strive to be friendly, flexible and fast. Be Friendly Being friendly means the telecommunicator should answer the phone in a professional manner, ready to receive the report or request for service. Be flexible By its very nature, the work of the telecommunicator requires flexibility in handling multiple tasks. Each call needs to be analyzed to determine the appropriate response. Be fast So many calls, such as reports of fire, require speedy responses. Many callers do not understand the difference between the time you take and the time it takes for a responder to arrive at their door. To most this is the response time. 2-12 PUBLIC SAFETY TELECOMMUNICATOR 1 MODULE 2: INTERPERSONAL COMMUNICATIONS We cannot affect how long the drive is for the responders, and many times we cannot affect how long a call holds when there are no units available to respond. However there are a number of items that we can control. How long does it take you to process and dispatch a call? In most situations, a few seconds are of little importance; but in emergency calls, a few seconds are vital. What is your average time to process and dispatch an emergency call? If you are dispatching a child-choking call, a just-occurred stolen car, or a house fire, what does 20 seconds mean to the caller? There is a simple rule: if you dispatch a unit one minute faster, they will arrive one minute faster every time. Can-do attitude We sometimes get into the habit of telling people what we don’t, can’t, or will not do. Remember that callers do not want to know what you can’t do; they want to know what you can do. So when possible, avoid the following words when talking to callers: I can’t… We don’t… What is your problem? We are required… We must… Our policy says… Instead, replace them with: I’m sorry that happened. I understand. What I can do is… Will you…? We can… We will… The idea is simple; you change the focus from what you can’t do and place it on what you can do. For example, you receive a call from a person who has locked their keys in their car. Caller: “Yes, I am at 435 W. Main in the Wal-Mart parking lot, and I have locked my keys in my car—” Telecommunicator (before the caller even finishes): “Sir, we don’t do that. Our policy will not allow us to help.” A better way to handle the call is to let the caller finish speaking, and then say, “Sir, what you can do is contact a local wrecker service or locksmith who can help you.” Or, a call comes in complaining of speeders in the neighborhood. Caller: “Yes, I live at 234 W. Alameda, and we have people speeding in the neighborhood every morning between 8:00 and 8:30. They treat this street like a racetrack.” Telecommunicator: “Sir, there are a couple of things we can do. If you would like to talk to an officer, I can have one stop by, or we can turn it in for an extra patrol. Sir, what would you like us to do?” 2-13 Conclusion—the Golden Rule of Dispatch These days, customer service is very impor

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