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Feedback Form for Public Safety Communicator Earn and Learn NGS

To compliment AFSCME’s charge to Get Organized! our Job Training and Development Center has drafted training guidelines that prepare new workers to become fully competent 911 Dispatchers (aka Public Safety Communicators in DOL terms). It uses an earn-and-learn model combining paid on-the-job training with related instruction. Parts of the guidelines may also be useful in upskilling or refreshing the skills of current dispatchers. In either case, this earn-and-learn approach can become a union-building tool that supports both professional standards and GO!

Before we finalize the guidelines, we want to make certain that they are shaped by AFSCME leaders and members who know the occupation best. Please share as appropriate within your council or local and provide feedback directly in the form below.

If you have questions, please reach out directly to Jeanine Nagrod (jnagrod@afscme.org) who heads our Job Training and Development Center.

This document outlines the standard components for training new workers to become competent 911 Dispatchers using an Earn-And-Learn model. Please review each section and provide any suggestions or comments in the spaces provided.

Job Description
A Public Safety Communicator serves as the critical link between the public and emergency services. This role is typically the first point of contact and response for individuals seeking urgent assistance, requiring the ability to work independently in high-stress situations while receiving, evaluating and triaging emergency and non-emergency requests for law enforcement, fire and emergency medical services. The communicator provides guidance to callers in life-safety situations and coordinates the appropriate emergency response to ensure the safety of all involved.
Competencies
On-the-Job Training Competency Standards
1. Provide basic health care services.
Competencies
A. Provide emergency medical instructions to callers.
2. Determine appropriate responses to calls.
Competencies
A. Answer incoming telephone or alarm system calls regarding emergency and non-emergency police and fire service, emergency ambulance service, information and after-hours calls for departments within a city.
B. Use inquiry techniques to determine a caller’s location and the nature of their problem.
C. Assess the type of response needed based upon information gleaned from caller.
D. Respond to routine inquiries.
E. Refer calls not requiring dispatches to appropriate departments and agencies.
F. Dispatch units in accordance with established procedures.
3. Coordinate operational activities.
Competencies
A. Determine response requirements and relative priorities of situations.  
4. Maintain call records and relay information.
Competencies
A. Record details of calls, dispatches and messages.
B. Maintain files of information relating to emergency calls, such as personnel rosters and emergency call-out and pager files.
C. Relay information among personnel.
D. Enter, update and retrieve information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration and stolen vehicles.
5. Operate communications equipment or systems.
Competencies
A. Monitor various radio frequencies, such as those used by public works departments, school security and civil defense, to stay apprised of developing situations.
B. Scan status charts and computer screens and contact emergency response field units to determine emergency units available for dispatch.
6. Maintain security.
Competencies
A. Maintain access to, and security of, highly sensitive materials.
7. Confer with coworkers to coordinate work activities.
Competencies
A. Scan status charts and computer screens and contact emergency response field units to determine emergency units available for dispatch.
8. Refer customers to appropriate personnel.
Competencies
A. Answer routine inquiries and refer calls not requiring dispatches to appropriate departments and agencies.
9. Maintain current knowledge related to work activities.
Competencies
A. Learn material and pass required tests for certification.
10. Monitor alarm systems.
Competencies
A. Observe alarm registers and scan maps to determine whether a specific emergency is in the dispatch service area.
B. Monitor alarm systems to detect emergencies, such as fires and illegal entry into establishments.
11. Monitor and adjust office equipment to ensure proper operation.
Competencies
A. Test and adjust communication and alarm systems, and report malfunctions to maintenance units.
12. Learn and integrate advanced technology.
Competencies
A. Learn new forms of multi-platform communication management (e.g., voice, text, video, social media).
B. Learn and integrate Geographic Information Systems (GIS) and location technology proficiency.
C. Learn and implement best practices for cybersecurity awareness for sensitive emergency data.
13. Identify and implement Community-Centered Emergency Response Practices.
Competencies
A. Identify local resource network knowledge in your coverage area.
B. Understand community vulnerabilities and assets.
C. Coordinate with community-based organizations.
D. Identify best practices for trauma-informed communication techniques.
E. Identify and implement mental health crisis intervention protocols.
14. Identify and implement self-care practices.
Competencies
A. Identify and implement evidence-based self-care practices to maintain operational readiness and psychological wellbeing.
B. Identify and recognize the physical and emotional changes that indicate signs of compassion fatigue.
C. Implement stress management and resilience-building practices such as breathing techniques, progressive muscle relaxation sequences and daily stress self-assessment before, during and after work.
D. Establish healthy boundaries with callers by redirecting conversations, when necessary, clearly communicating limits based on the topic and maintaining professionalism while balancing assertive communication with self-care.
E. Develop peer support and team communication skills by engaging in regular team check-ins and providing encouragement and support to colleagues.
Related Technical Instruction
The recommended courses below are offered by recognized national training organizations. While we do not endorse any specific training provider, the course descriptions and learning outcomes under each topic are largely restated from APCO International and the National Emergency Number Association (NENA): The 9-1-1 Association. You may wish to utilize courses from these national organizations or explore similar course options from local or regional providers. Note that AFSCME developed a course covering the topic of stress management for public safety telecommunicators that can be made available to affiliates.
Topic 1: Public Safety Telecommunicator Fundamentals (40 Hours)
Course Description: A foundational course providing comprehensive training for new or existing public safety telecommunicators that covers essential skills, knowledge and professional competencies. Students will learn the roles and responsibilities of a public safety telecommunicator by identifying a Public Safety Answering Point (PSAP). Students will learn how to master call-taking techniques, radio communications and emergency classification systems, while also understanding their legal responsibilities. Students will learn all the existing and future technological needs regarding the profession. Upon successful completion, graduates will meet national basic training standards and be prepared for entry level telecommunicator positions.
Learning Outcomes: 
A. Define a PSAP and describe its function in the emergency response system.
B. Demonstrate effective telephone, radio and other communication techniques for emergency and non-emergency situations.
C. Utilize Computer-Aided Dispatch (CAD) systems and Next Generation 9-1-1 technologies for efficient call processing.
D. Apply proper call classification protocols and National Incident Management System (NIMS) Incident Command System principles during emergency operations.
E. Understand legal liability issues and professional responsibilities inherent in public safety telecommunications.
Topic 2: Emergency Medical Dispatch Certification (24–32 Hours)
Course Description: This course prepares Public Safety Communicators to handle medical emergencies using standardized dispatch protocols and prioritization systems. Students will understand how to provide medical priority dispatch protocols while ensuring legal compliance with the Health Insurance Portability and Accountability Act (HIPAA), Criminal Justice Information Services (CJIS) and public records laws. Students will learn effective communication with both callers and EMS responders. Graduates will be certified to provide life-saving pre-arrival instructions and accurately classify medical emergencies according to National Highway Traffic Safety Administration (NHTSA) and American Society for Testing and Materials (ASTM) standards. This course should have a mix of classroom instruction, simulations and competency exams.
Learning Outcomes
A. Apply medical priority dispatch protocols (e.g., Medical Priority Dispatch System, APCO Emergency Medical Dispatch Guide cards) to classify emergencies from Alpha to Echo.
B. Provide appropriate pre-arrival medical instructions for critical situations, including childbirth, hemorrhage control and CPR.
C. Demonstrate compliance with HIPAA, CJIS and public records laws during emergency call processing.
D. Recognize life-threatening medical conditions through systematic caller interrogation techniques.
E. Communicate effectively with EMS units using standardized medical terminology and coordination protocols.
Topic 3: Cybersecurity Fundamentals for Public Safety Communicators (8 Hours)
Course Description: This course will provide Public Safety Communicators with foundational knowledge of cyberattacks. This course prepares Public Safety Communicators to recognize, prevent and respond to cybersecurity threats targeting public safety operations. Students will understand common attack vectors, including phishing, denial of- service, brute force attacks and malware, while learning protective measures and incident response procedures. The course should provide several resources for creating an Incident Response Plan and guidance on what to do if your public safety operations experience a cyberattack. The course should emphasize the critical role of human awareness in maintaining cybersecurity within Next Generation 9-1-1 environments.
Learning Outcomes:
A. Identify common cybersecurity threats targeting public safety operations, including phishing emails and social engineering attempts.
B. Implement protective measures against brute force attacks, drive-by downloads and compromised software installations.
C. Execute proper incident response procedures when cybersecurity breaches are suspected or confirmed.
D. Understand cybersecurity implications of Next Generation 9-1-1 systems and associated vulnerabilities.
E. Develop organizational cybersecurity awareness practices to protect sensitive public safety data and communications.
Topic 4: Stress Management for Public Safety Telecommunicators (8 Hours)
Course Description: This course addresses the unique stressors faced by Public Safety Communicators and provides practical tools for recognizing and managing stress. Students will learn to identify stress symptoms in themselves and their colleagues while developing effective coping strategies for both acute and cumulative stress. Students will learn how to build resilience and maintain their mental health in high-pressure public safety environments.
Learning Outcomes:
A. Identify physiological, psychological and environmental signs of acute and chronic stress in telecommunicators caused by work-related noise, chronic sedentariness, schedule-related stress and other occupational-related stressors.
B. Recognize critical incident stress and understand its impact on job performance and personal well-being.
C. Implement stress management and resilience-building practices, including, but not limited to, breathing techniques, progressive muscle relaxation sequences and daily stress self-assessment before, during and after work to address physiological, psychological and environmental stressors.
D. Develop intervention strategies to support colleagues experiencing work-related stress by establishing peer support groups, structured communication and story sharing and creating space for encouragement throughout the day.
E. Develop personalized stress management plans that incorporate both workplace and lifestyle modifications.
Topic 5: CPR for Public Safety Communicators (4 Hours)
Course Description: This course trains Public Safety Communicators in providing life-saving cardiac arrest interventions through telephone guidance using American Heart Association (AHA) protocols. Students will learn to rapidly recognize cardiac arrest through caller interrogation and deliver effective pre-arrival CPR instructions. Students will learn techniques for keeping callers calm, motivated and engaged throughout the CPR process until responders arrive. Students will be aware of legal responsibilities, liabilities and ethical duty to provide CPR instructions as a Public Safety Communicator. Upon completion, participants will be able to coach bystanders through hands-only CPR and coordinate with EMS for optimal patient outcomes.
Learning Outcomes:
A. Identify cardiac arrest indicators through systematic caller interrogation using AHA's two-question protocol.
B. Deliver clear, step-by-step CPR instructions to achieve bystander intervention within 60 seconds of call connection.
C. Guide callers through proper chest compression techniques and AED usage when available.
E. Document all cardiac arrest calls accurately for quality assurance and performance improvement.
E. Develop organizational cybersecurity awareness practices to protect sensitive public safety data and communications.