| Don Stabler |
Standardizing Telecommunicator Training in Illinois
| Training Tactics is a guest column about public safety dispatch training issues. |
| Michael P. Moos
is the Chairman of the Illinois Telecommunicator Training and Standards
Advisory Committee. For further information, contact Illinois Law Enforcement
Training and Standards Board at 217/782-4540, fax 217/524-5350, TDD 217/524-5711.
To download a copy of the Curriculum via the Internet contact the Illinois
Law Enforcement Media Resource Center home page at: http://www. ecnet.net/users/milemc. |
This article can be found on
page 60 of the Sept/Oct 1997
issue of 9-1-1 Magazine.
In response to the findings from its "Long Range Plan," the Illinois Law Enforcement Training and Standards Board formed a Telecommunicator Training and Standards Advisory Committee two years ago. The mission of the committee was to plan and recommend the training curriculum and standards for telecommunicators in the State of Illinois.
Telecommunicators have long been the vital link between the public and emergency responders. In the early 1970s television shows such as Rescue 51 and Emergency launched the public's expectations for paramedic services and pre-hospital care. More recently, Rescue 9-1-l has molded the public's perception of the telecommunicator as a professional component in their link to public safety services. This public expectation is further emphasized with 91% of Illinois' population served by 9-1-1 systems, covering approximately 54% of the state's land area. Recent media scrutiny and public concern have alerted local public safety officials that there is a lack of standardized training in the public safety telecommunications arena. Because training has been historically inconsistent throughout the state, the need for a training standard became paramount.
The Public Safety Communications industry has evolved to a level which requires a "standard" of training for personnel. Recently three factors began to force a change in dispatcher training: the influx of civilian dispatchers, the specter of civil liability lawsuits, and the advent of complex computerized dispatching systems. These considerations compelled many states to establish and maintain a level of certification for their dispatchers based on standardized training.
It became apparent in the incipient stages of the planning process that certification was required for professional recognition. The Advisory Committee's proposal of a basic training standard for telecommunicators was adopted in September, 1996. At that time the Board agreed with the proposal to certify telecommunicators and indicated that it should be addressed by the Board's Long Range Plan.
The Telecommunicator Training and Standards Advisory Committee developed a 16-unit course, containing a minimum of 80 hours of instruction. It is intended to provide the basics in many subject areas, but is designed to permit local adaptations and additions to those basic topics of instruction. The curriculum's flexible design allows it to be offered "academy" style or in a module-by-module format. A Public Safety Telecommunicator "Code of Ethics" and administrative instructions are also included as part of the document.
This standard is planned to be offered as a voluntary program with funding to be initiated at the local level. There is the possibility of some financial assistance when coordinated through one of the Board's Mobile Team Units (MTU).
Basic Level course units are listed as follows:
| Introduction - 1 hour Unit 1 - Role And Responsibility Of The Professional Telecommunicator - 3 hours Unit 2 - Interpersonal Communication Skills - 4 hours Unit 3 - Jurisdictional Geography- -3 hours Unit 4 - Law Enforcement Overview - 2 hours Unit 5 - Fire Service Overview - 2 hours Unit 6 - EMS Overview 1 hour Unit 7 - Emergency Management Overview - 1 hour Unit 8 - Disaster Planning And Incident Command Overview - 3 hours Unit 9 - Hazardous Materials - 4 hours Unit 10 - Legal System Overview - 3 hours Unit 11 - Call Taking Techniques And Equipment - 16 hours Unit 12 - TTY And The Deaf Culture - 6 hours Unit 13 - Dispatching Techniques And Equipment - 20 hours Unit 14 - Telecommunicator Liability - 3 hours Unit 15 - Stress Management - 3 hours Unit 16 - Review - 3 hours Examination - 2 hours Total Classroom Hours: 80 |
It was recognized that certain advanced training is required for telecommunicators whose job functions have a more advanced definition. These additional training modules were identified as separate from the basic level curriculum and are not part of the basic curriculum:
Module I Emergency Medical Dispatch
Module 2 LEADS Operator Certification Program
The job responsibilities for both modules are considered advanced-level training and could be incorporated immediately after the basic training program is accomplished.
