7.2.1

The Calltaker shall demonstrate the ability to apply procedures to answer calls within Agency parameters while projecting a professional demeanor. Include training materials related to procedures to answer calls and professional demeanor. Include testing methodology used to demonstrate ability.

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.

7.2.2

The Calltaker shall demonstrate the ability to obtain, verify, and analyze incident information to include, location, reporting party contact information, nature, and severity of the incident while applying effective communication skills to control the call. Include training materials related to incident information and effective communication skills. Include testing methodology used to demonstrate the ability to obtain, verify and analyze incident information as well as apply effective communication skills.

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.

7.2.3

The Calltaker shall demonstrate the ability to synthesize all available information to identify conditions that may affect public and responder safety. Include training materials related and testing methodology used to demonstrate the ability to synthesize information.

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.

7.2.4

The Calltaker shall demonstrate the ability to ascertain whether the caller is in an unsafe location and then take appropriate protective actions in compliance with agency directives. Include training materials related and testing methodology used to demonstrate the ability to ascertain whether the caller is in an unsafe location and take appropriate actions in compliance with directives.

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.

7.3

The Calltaker shall demonstrate the ability to accurately document incident information including, but not limited to incident urgency details, establish call priority, and appropriately label call types. Include training materials related and testing methodology used to demonstrate ability to accurately document incident information.

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.

7.4

The Calltaker shall demonstrate the ability to manage challenging calls and callers including, but not limited to: missing, abducted and sexually exploited children, child callers, communications impaired callers, and callers with limited English language proficiency. Include training materials related and testing methodology used to demonstrate the ability to manage challenging calls and callers.

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.

7.5

The Calltaker shall verify, document and relay initial dispatch information, and provide updates as necessary to process calls for service. Include 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.

7.5.1

The Calltaker shall provide callers with any agency approved pre-arrival instructions (Instructions given to the caller before the arrival of responders as defined by the Agency’s approved protocols) and inform callers of actions being taken to respond to the requests for service according to written directives. Include 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.

7.6

The Calltaker shall complete telephone reports, provide appropriate referrals, transfer and terminate calls, or place outgoing calls in accordance with Agency written directives. Include 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.

7.7

The Calltaker shall demonstrate the ability to fulfill their role in ICS, NIMS and state and local emergency operations plans. Include 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.

7.8

The Calltaker shall participate in Agency defined post-incident activities. Provide documentation which defines post - incident activities that a calltaker must participate in.