Missouri Professional Training Partnership 40-Hour Course which meets or exceeds Chapter 650.340, RSMo Joint Communications Center initial training requirements. Students upon completion will understand the position, qualifications, and expectations of a Public Safety Telecommunicator covering topics for professionalism, key interpersonal communications skills, call processing, dispatch skills and liability considerations. Additionally, the course will provide familiarization with radio and telephone technologies, computer aided dispatch, and the national incident management system.

MISSOURI PROFESSIONAL TRAINING PARTNERSHIP
PUBLIC SAFETY COMMUNICATIONS COURSE
Introduction to the Career (1 Legal Aspects)
" Understand the position, qualifications, and expectations of a Public Safety Telecommunicator
" Know average job expectations for pay, benefits, and scheduling
" Be aware of the common traits telecommunicators need to thrive
Block 1 - The Telecommunicator Professional (2 Legal Aspects)
" Define the duties of Public Safety Answering Points or Emergency Communications Center.
" Define the duties and responsibilities of the telecommunications profession
" Define and understand ethics, confidentiality, and perceptions of responsibility as they apply to telecommunicators
" Understand communications center organization, structure, and chain of command.
" Know the importance of communications center guidelines and mission statements.
Block 2 - Interpersonal Communications (4 Hours Interpersonal Perspectives)
" Know the elements of the communications cycle and understand why adherence to the elements is important to effective public safety communications.
" Be aware of how nonverbal communications can impact the information provided.
" Understand and apply active and reflective listening techniques for improved communications.
" Understand the importance of a positive customer service mindset
" Recognize and manage customer expectations
Block 3 - Call Processing (4 Hours Skill Development)
" Answer 9-1-1 calls within national standards.
" Use proper interview techniques (using the six W's) to ask questions in a logical sequence to obtain SEND information first.
" Use standard formats to request, log, and disseminate descriptive information of people and vehicles.
" Describe the call classifications of in progress, just occurred, and delayed.
" Gather, analyze, and dispatch intelligence that is real-time, accurate, and provides responders with added situational awareness.
" Understand the importance of call prioritization and aspects of a general priority hierarchy based on order of urgency.
Block 4 - Telephone Technologies (1 Hour Technical)
" Be familiar with the technology behind public telephone systems.
" Be familiar with the history and development of the national emergency number 9-1-1.
" Understand FCC regulations for data sent to basic, enhanced, wireless, and text-to-911.
" Be aware of Next Generation 9-1-1 (NG911) technical frameworks and how they affect public safety communications.
Block 5 - Teletypewriters and ADA Standards (1 Hour Legal Aspects/1 Hour Technical Studies)
" Understand the mandates required by the Americans with Disabilities Act (ADA) specific to governmental services.
" Define the function of TTY, telephone relay, and video relay services.
" Define the Justice Department interpretation of direct and equal access to services as well as other recommendations to ensure ADA mandates are met by public safety communications.
" Identify how TTY calls should be handled within the PSAP, and recommended training and testing procedures.
" Discuss emerging technologies to augment or replace existing TTY technologies.
Block 6 - Technology Challenges for Public Safety Communications (1 Hour Technical Studies)
" Understand how internet-based applications could be useful for obtaining or dissemination public safety communications information.
" Realize how audio and camera monitoring systems within jurisdictions and body-worn devices can increase awareness within the ECC.
" Know the availability and capabilities of personal protective equipment for field responders and how they will impact the ECC.
" Awareness of the potential of new technologies and how they might integrate with the advanced technologies of NG9-1-1.
Block 7 - Radio Dispatch Procedures (3 Hours Skill Development)
" Identify the ABC2 Rules of Radio Transmission.
" Describe how to initiate and acknowledge radio transmissions and three methods of improving transmissions during emergencies.
" Apply Interoperability principles and appropriate use of plain language.
" Identify information and actions critical to the responder's safety.
Block 8 - Law Enforcement Services (5 Hours Skill Development)
" Dispatch law enforcement incident information in standard format.
" Run officer initiated stops to conform to CAD entry and/or MULES entry formats.
" Manage radio communications for vehicle and foot pursuits to obtain specific information to meet agency policy.
" Know critical information to obtain and dispatch for specific law enforcement call types.
Block 9 - Fire Services (4 Hours Skill Development)
" Know the basics for handling fire calls effectively.
" Understand the matter, environments, and equipment fire responders are working with.
" Define common responsibilities of fire command and explain the local system of fire command.
" Explain general and local protocols used for the initial and follow-up dispatch of a large fire incident.
" Know the basics for handling fire calls effectively.
" Understand the matter, environments, and equipment fire responders are working with.
" Define common responsibilities of fire command and explain the local system of fire command.
" Explain general and local protocols used for the initial and follow-up dispatch of a large fire incident.
Block 10 - Emergency Medical Services (3 Hours Skill Development)
" Understand the history of emergency medical services to better understand advancements and the challenges of today.
" Know general practices necessary for EMS call prioritization and the basic principles of Emergency Medical Dispatch (EMD).
" Handle EMS calls effectively using best practices provided and agency procedures.
" Understand safety considerations specific to EMS response.
" Be aware of innovations within national EMS protocols.
Block 11 - Computer Aided Dispatch Technologies (1 Hour Technical Studies)
" Know what computer aided dispatch systems and associated technologies can provide to responders.
" Understand the basic configuration of typical CAD systems.
" Be knowledgeable of CAD operations, interfaces, and available resources.
Block 12 - Radio Technologies (1 Hour Technical Studies)
" Define "radio frequency" and how it relates to public safety communications
" List and describe the basic equipment and components of a public safety radio system
" Explain troubleshooting techniques for the telecommunicator
" Describe Missouri's technological solutions for radio interoperability
Block 13 - Telematics Technologies (1 Hour Technical Studies)
" Describe the information typically provided to the telecommunicator by the TCC Operator
" Describe telecommunicators actions for all telematics call types
" Describe driver assist/crash notification systems and call taking for these systems
Block 14 - National Incident Management System (2 Hours Legal Aspects)
" Know NIMS fundamentals and concepts, resource management practices, and differentiate among management characteristics.
" Describe the Incident Command System (ICS) Organizational Structure
" Describe basic Emergency Operations Center (EOC) functions, staff organization, and activation levels
" Be aware of other NIMS structures and interconnectivity
" Identify how incident information is used and concepts related to communications formats.
Block 15 - Liability and Courtroom Demeanor (2 Hours Legal Aspects)
" Define liability and how it applies to public safety communications professionals.
" Describe way telecommunicators, managers, and agencies can mitigate liability risk.
" Know the roles of key players in the courtroom and elements of courtroom demeanor.
Block 16 - A New Career (3 Hours Interpersonal Perspectives)
" Explain why shift work is stressful on the mind and body
" List the most apparent signs of mental, physical, and secondary stress
" Describe tips for reducing stress
" Describe common on-the-job issues in the ECC
" Explain the purpose of Critical Incident Stress Debriefing (CISD)
" Describe the requirements for continuing education for telecommunicators