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Chapter 4 - General Knowledge and Skills

This chapter provides an overview of the general knowledge and skills that are common among high-performing incumbent Telecommunicators. Most supporting documentation for this chapter will be materials within your training program.

All agencies must complete this section.

→ Read this chapter's full standards definition.

4.2

General Knowledge for the Telecommunicator

The following general areas of knowledge have been identified for the Telecommunicator regardless of their area of public safety expertise. The Agency shall require the Telecommunicator to demonstrate proficiency in at least the following areas:

4.2.1

An awareness of and respect for diverse populations within the Agency’s service area. Provide training materials and testing methodology.

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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4.2.2

Comprehension of jurisdictional boundaries and geography.Provide training materials related and testing methodology used to demonstrate comprehension.

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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4.2.3

Proper application of Agency terminology. Provide training materials and testing methodology used for proper application.

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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4.2.4

The ability to identify and properly utilize Agency resources. Provide training materials and testing methodology.

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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4.2.5.1

Comprehension of their role in Incident Command Systems (ICS). Provide training materials and testing methodology.

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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4.2.5.2

Comprehension of their role in National Incident Management Systems (NIMS), including, but not limited to required training, Tactical Interoperable Communication Plan (TICP). Provide training materials and testing methodology.

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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4.2.5.3

Comprehension of their role in State or local emergency operations plans. Provide training materials and testing methodology.

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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4.3

General Skills of the Telecommunicator

High-performing incumbent Telecommunicators have been identified as demonstrating the ability to:

  • Make quick workable decisions,
  • Manage Stress,
  • Multi-task,
  • Provide effective customer service,
  • Solve problems,
  • Think critically,
  • and Work effectively with others.
  • Accurately communicate effectively both verbally and in writing.

Provide training materials and testing methodology. (Recommended)

Note: Testing methodology may be in the form of a completed written exam or quiz, documented verbal testing, evaluation (including DORs) or other method which demonstrates understanding and knowledge by the telecommunicator. Please ensure that documentation is in a completed state (not blank). You may redact identifying information as needed.

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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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