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Chapter 2 - Agency Responsibilities

While the majority of the APCO ANS 3.103.1-2015 addresses the training of Telecommunicator trainees, this chapter outlines the agency’s responsibilities for providing training to both new and veteran Telecommunicators in accordance with this standard.

This information is important to the training of Telecommunicators and may not necessarily be included in the training related to duties of the Telecommunicator, but may be provided by Human Resources or Administration. Standards within this chapter may be addressed in the Agency’s policy manual and/or orientation programs.

All agencies must complete this section.

→ Read this chapter's full standards definition.

2.2.1

The Agency shall establish no less than these minimum training requirements while complying with all local, state, tribal, or federal laws. This includes, but is not limited to the ADA, Fair Labor Standards Act and Equal Employment Opportunity laws.

Please provide information about local, state, tribal and federal employment laws that are followed by your agency, being sure to include the specific federal laws listed above. Include documentation of each specific law and how it is followed by your agency and communicated with your staff.

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2.2.2

The Agency shall provide to the Telecommunicator any existing value and / or mission statements. Please provide a copy of your value and or mission statements. Describe how and when it is distributed to your staff and include documentation that verifies the PST received the information.

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2.2.3

The Agency shall provide the Telecommunicator with information regarding the Agency’s organizational structure and chain of command. Please provide documentation of your agency's organizational structure and chain of command. Describe how and when it is distributed to your staff and include documentation that verifies the PST received the information.

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2.2.4

Scope of Authority

The Agency shall provide the Telecommunicator with information that clearly defines the Telecommunicator’s scope of authority. Describe how and when it is distributed to your staff and include documentation that verifies the PST received the information.

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2.2.5

Duties and Functions

The Agency shall provide the Telecommunicator with a list of essential job duties and functions. Describe how and when it is distributed to your staff and include documentation that verifies the PST received the information.

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2.2.6

Baseline Literacy

The Agency shall define the baseline literacy requirements in addition to requisite cognitive, affective, and psychomotor skills to achieve compliance with this standard. Describe how and when it is distributed to your staff and include documentation that verifies the PST received the information.

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2.2.7

Cultural Diversity

The Agency shall provide the Telecommunicator with information on cultural diversity (e.g. culture, sexual orientation, and special needs customers). Describe how and when it is distributed to your staff and include documentation that verifies the PST received the information.

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2.2.8

Facilities / Procedures

The Agency shall provide the Telecommunicator with information, in both verbal and written formats, during an initial orientation to include, but not limited to break areas, building layout, emergency evacuation routes and plans, location of first aid supplies including Automated External Defibrillator (AED) if available, location of facilities, time keeping procedures and work hours. Provide written formats of the information provided to the Telecommunicator and when it is provided. Explain any information provided in verbal format and when it is provided.

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2.2.9

Special Resources

The Agency shall provide the Telecommunicator with information regarding response agency resources (for example SWAT, K9, Dive, Search and Rescue, HAZMAT and/or other specialized responses), including location of public safety service buildings (referring to fire stations, precincts, landing zones, and/or hospitals), apparatus and equipment, and emergency planning documents. Include information that is provided to Telecommunicator.

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2.2.10

Incident Management

The Agency shall provide the Telecommunicator with information on their role in National Incident Management System (NIMS), Incident Command System (ICS), Tactical Interoperable Communications Plan (TICP), and state and local emergency operations plans.

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2.2.11

Disaster and Recovery

The Agency shall provide a detailed overview to the Telecommunicator outlining disaster plans and recovery processes to ensure the continuity of operations. Provide detailed overview.

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2.2.12

Conduct

The Agency shall provide the Telecommunicator with expectations regarding customer service, personal conduct and behavior, courtroom demeanor, and ethical rules. If they exist, the Agency shall provide Telecommunicators with a written copy of the Agency's adopted principles (for example, mission statement, core values, vision statement, etc). Include information that is provided to Telecommunicators.

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2.2.13

CISM / EAP

The Agency shall provide the Telecommunicator with information regarding access to and participation in such programs as Critical Incident Stress Management (CISM), Employee Assistance Program (EAP), health and wellness programs, stress managements, and safety/risk management programs. Include information that is provided to Telecommunicators.

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2.2.14

Safety Regulations / OSHA

The Agency shall provide the Telecommunicator with appropriate state safety regulations and, if applicable, rules of the Occupational Safety and Health Administration (OSHA). Include information provided to Telecommunicators.

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2.2.15

Certification Maintenance

The Agency shall provide the opportunity for the Telecommunicator to obtain and attend necessary training in order to receive and maintain required certifications or licenses. (Required if certifications or licenses are mandated or required for the Telecommunicator, if so, explain opportunities agency provides)

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2.2.15.1

Misconduct / Disiplinary Action

The Agency shall identify misconduct of the Telecommunicator that could result in disciplinary actions, including the loss of certification, licenses or employment. Include information that is identified.

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2.2.16

The Agency shall provide the Telecommunicator with an overview of its quality assurance and/or quality improvement process(es) used to recognize excellence, identify areas needing improvement, and ensure performance measures are met. Provide information that is presented to Telecommunicator as overview.

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2.2.17

The Agency shall have an established performance appraisal process by which the job performance is regularly reviewed and evaluated. Does the Agency have an established process? If so, provide information on the process and how it is regularly reviewed and evaluated.

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2.2.17.1

The Agency shall provide an environment where the Telecommunicator is encouraged to participate regularly in performance reviews. Provide information on how this is accomplished.

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2.2.17.2

The Agency shall provide a mechanism during the performance review wherein the Telecommunicator can identify goals and objectives to be accomplished in the course of employment. What mechanism does the Agency provide during the performance review?

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2.2.18

The Agency shall provide Telecommunicators with written information regarding disciplinary and grievance processes and policies. Include written information and how it is provided to Telecommunicators.

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2.2.18.1

The Agency shall make known its expectation that the disciplinary process will be administered in a fair and consistent manner. How does the Agency ensure a fair and consistent application?

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2.2.18.2

The Agency shall ensure performance objectives are met by the Telecommunicator to prevent negligent retention. How does the Agency ensure these performance objectives are met by Telecommunicators?

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2.2.18.3

The Agency shall document and address unacceptable performance with the Telecommunicator in a timely manner. How does the Agency document and address unacceptable performance with Telecommunicators?

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2.2.19

The Agency shall provide a comprehensive overview and instruction to the Telecommunicator in the use of appropriate tools, equipment, resources, and technology Telecommunicators may be expected to operate within the communications center. This includes available technologies to facilitate radio communications interoperability. Include overview and instruction and how it is provided to Telecommunicators.

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2.3.1

The Agency shall plan for and provide a detailed training curriculum to meet agency needs as well as local, state, and federal requirements. Provide information on how the Agency plans for training curriculum to meet agency needs as well as local, state, and federal requirements. Provide the detailed training curriculum used to meet these needs.

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2.3.1.1

The Agency shall provide a written description of the training program, benchmarks, timelines, and available learning support tools and methods. Include the written description and when it is provided.

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2.3.1.2

The Agency shall establish detailed and defined performance expectations, providing an explanation and ensuring a clear understanding of those expectations. Include the performance expectations as related to training, when an explanation is provided and how the Agency ensures Telecommunicators understand expectations.

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2.3.2

The Agency shall use a standard set of written guidelines that clearly identify and explain specific performance expectations to evaluate the Telecommunicator’s performance. Provide written guidelines.

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2.3.3

The Agency shall monitor the performance of all Telecommunicators, to ensure that daily efforts are consistent with the acceptable standards of call handling and dispatching responsibilities. Include how the agency monitors the performance of all Telecommunicators.

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2.3.4

The Agency shall ensure deficient performance is documented and addressed with the Telecommunicator in a timely manner.

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2.3.5

The Agency shall maintain a complete training record for all Telecommunicators according to applicable retention guidelines. Does the Agency maintain a complete training record? Provide example of a complete training record for a Telecommunicator and any applicable retention guidelines.

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2.3.6

The Agency shall provide the Telecommunicator with information on how and to whom they may address training issues and concerns. Include the information that is given to the Telecommunicator.

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2.3.7

The Agency shall require and ensure no less than twenty-four hours of continuing education or recurrent training for each Telecommunicator annually. This requirement is inclusive of CALEA and other local, state, or federal requirements. Include continuing education or recurrent training requirements and how the agency ensures each Telecommunicator meets these requirements.

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2.3.8

The Agency shall encourage and support, to the extent possible, personal development and growth of the Telecommunicator through the identification and provision of networking opportunities both within the public safety community and within the community for which they provide service. Provide example of how the agency identifies and promotes networking opportunities for Telecommunicators.

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2.3.9

The Agency should, when possible, subscribe to professional publications and make those publications available to its Telecommunicators. Provide list of publications the agency subscribes to that are available to the Telecommunicators. (Recommended)

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2.3.9.1

The Agency shall make readily available professional publications that identify regulations, recommendations, or mandates within the public safety communications industry (i.e. National Emergency Response Plan, OSHA, APCO Standards, Public Safety Communications, etc.). List publications and explain how they are readily available.

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2.4.1

The Agency shall ensure all policies and guidelines are updated promptly and that the most current operating and administrative policies are readily available to the Telecommunicator at all times. How does the Agency ensure they are updated promptly and available to the Telecommunicator at all times? List current operating and administrative policies available to Telecommunicators and explain how they are updated and readily available to Telecommunicators.

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2.4.2

The Agency shall ensure policies and guidelines are readily available to the Telecommunicator for reference and are reviewed as necessary. How does the Agency ensure policies and guidelines are readily available? List policies and guidelines available for reference and explain how they are readily available to Telecommunicators.

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If you have any questions or problems completing your application, email atpc@apcointl.org or call 386-681-8719.

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