In July 2015, the E-911 Services Board published its Statewide 9-1-1 Comprehensive Plan. The plan outlines the Vision of 9-1-1 in the Commonwealth recognizing that “In Virginia, 9-1-1 personnel, resources and systems provide the public-using any communications device, and in any language- with rapid, reliable and accurate emergency response.” (http://vita.virginia.gov/uploadedFiles/VITA_Main_Public/ISP/E-911/2015/2015CP.pdf) In essence, the vision is to provide every community in the Commonwealth with access to public safety communications that is proffered by individuals who are trained to meet expectations of competency in call-taking and dispatching functions.
Furthermore, the E-911 Wireless Services Board in 2014 supported an initiative to conduct a feasibility study on the 9-1-1 services in the Commonwealth (http://vita.virginia.gov/uploadedFiles/VITA_Main_Public/ISP/E-911/2015/FS_Revised.pdf). All, 121 PSAPs participated in the analysis reporting on the state of 9-1-1. During the process, specific to DCJS, training was identified as being a key component in developing the human aspect of providing high-quality 9-1-1 services. The comprehensive report advises that as a goal Virginia must “Position PSAPs to better respond to emergencies through professional development of 9-1-1 and technical personnel.” (http://vita.virginia.gov/uploadedFiles/VITA_Main_Public/ISP/E-911/2015/2015CP.pdf)
In addition, pursuant to 9.1-102 Powers and Duties of the Board and the Department Section 12, The Department will “Consult and cooperate with counties, municipalities, agencies of the Commonwealth…concerning the development of police training schools and programs course of instruction.”
We are hoping with work with DCJS and our stakeholders to review the current DCJS Rules Relating to Compulsory Minimum Training Standards for Dispatchers [6 VAC 20-60].With the rapid changing climate of public safety training must be adapted to meet pace with the vision of 9-1-1 in the Commonwealth.
For your consideration (see below for further explanation or information):
1. The DCJS requirements identified for training dispatchers is woefully inadequate and lacking in content.
2. The ANSI published standard for Minimum Training Standards for Public Safety Telecommunicators APCO ANS 3.103.2.2015 is an in-depth training standard that was developed by the Association of Public Safety Communications Official(APCO) following the ANSI accreditation guidelines. The result is a comprehensive training standard that is current to public safety telecommunicators that would promote training for dispatch staff in Virginia.
a. With the fast-pace of changes to protocols due to community changes, technology changes, and future technologies anticipated, many of which will change the face of the profession, the curriculum is not keeping pace.
i. Example Text to 9-1-1. In January 2015, the Virginia E-911 Services Board adopted a white paper detailing Text- to-9-1-1. Text to 9-1-1 has been deployed in approximately 20 % of the Commonwealths PSAPs. (http://vita.virginia.gov/uploadedFiles/VITA_Main_Public/ISP/E-911/2015/WPFINv3.pdf)
ii. Further examples would be in incorporate training for domestic violence, active shooter situations. Work with VA OEMS in regards to EMD training.
iii. Recommendation for change (these are some examples but by no means just limited too)
1. Update Chapter 1 Communication and include current call delivery methods such as for example but not limited to Text to 9-1-1, VoIP, NG-9-1-1 systems.
2. Additionally, update Chapter 1 with more current call type situations such as for example but not limited to the Domestic violence, Active shooter type scenarios.
3. Acronyms contained should reference published standards that are current with the terminology in dispatch such as NIMS, ICS, NENA Master Glossary (https://c.ymcdn.com/sites/www.nena.org/resource/resmgr/Standards/NENA-ADM-000.18-2014_2014072.pdf ). APCO ANSI 3.103.2.2015 Minimum Training Standards for Public Safety Telecommunicators (https://www.apcointl.org/standards/apco-standards-for-download.html#training )
4. Update Chapter 5- OTJ section to also include current call delivery methods as applicable.
5. Update Chapter 5 OTJ section to also include current call type scenarios.
6. Include current technologies such as but not limited to GIS Systems, mass notification systems etc.
*Again, please note these are some but not all areas of the current standard that should be reviewed. Upon review more detailed examination would be conducted.
3. There are many dispatchers throughout the Commonwealth who, if they do not work directly for a law enforcement agency, are not required to be “certified” yet they answer and/or respond to 9-1-1 calls.
a. Specifically, Orange County Emergency Communications Center answers all 911 calls for the County of Orange, however, we only dispatch Fire and EMS services. 9-1-1 calls for Law Enforcement are queried and then transferred to Law Enforcement for dispatch.
b. Orange County Emergency Communications Center (Orange E-911) recognizes though that a person dialing 9-1-1 for Law enforcement expects a consistent level of service. The level of service delivered by 9-1-1 must never falter. In response to this need for excellence, Orange E-911 has developed an accredited training program to promote the level of excellence that the public demands from 9-1-1 professionals. This is in addition to the DCJS required minimums because they inadequately do not support our needs.
i. Recommendation for change
2. The public safety communications professional is at the core of every public safety response. In addition to taking 9-1-1 calls, they orchestrate the response while monitoring and supporting the responders and the community until the emergency has been addressed.
3. Whether taking a 9-1-1 call or monitoring/supporting the response, each and every component is critical to the response. It does not end with the receipt of a 9-1-1 call but continues through a tremendous amount of policies, protocols and monitoring. Whether supporting law enforcement or fire/rescue responses, these individuals fulfill a critical role in the public safety response. The emergency response is not contained within a single discipline, but originating with 9-1-1 while carried through to the appropriate response.
4. Such an approach further supports the adopted Vision of 9-1-1 in the Commonwealth.
4. Support for some degree of in-service/on-going training expectations/requirements needed after initial introductory training.
a. Justification:
i. The knowledge of this industry is ever changing to keep up with technology and the applications used as a result are constantly challenging the professional to keep up and to use technologies to support the public safety response.
ii. Many of the current and future technologies will put many opportunities in the hands of the communications professional which will change the face and manner in which emergencies are handled.
iii. Whether a new dispatcher or a seasoned professional, complacency can create the worse outcomes; refreshing the basics is as critical in this profession as any other within public safety. Complacency has proven to have devastating consequences, many of which make the front page of the national news. This is a central theme that is recognized by DCJS is many other of its training programs.
iv. In-service/On-going training can be completed in-house, thereby minimizing the cost to the agency.
v. The APCO ANSI standard requires continuing education, most of which are not cost prohibitive (e.g. read professional publications, utilize developed review articles with associated quizzes, reviewing in-house policies, procedures, and protocols, etc.)
5. Support a statewide curriculum, consistent across the Commonwealth that is reviewed regularly to ensure it is current.
a. Justification:
i. The current DCJS requirements do not include significant call delivery methods, as they are out-of-date.
ii. Adopting or utilizing an existing training standard that is updated on a regular basis could be reviewed within a similar cycle to ensure all training components remain current.
iii. Stock should be taken to ensure that classes are taught
iv. There could be dynamic ways in which training could be delivered; let’s explore those and improve the delivery and caliber of training, consistent to ensure training is not the weakest link of public safety communications in the Commonwealth.
v. There are courses available, at a cost, that follow the established standard for the training of staff while supporting cost saving measures in keeping the dispatchers in the locality.
vi. Protocols for all facets of public safety communications are available. The dynamics of emergencies within our communities have changed tremendously since the DCJS became the home of training requirements dispatchers. Times have changed and the training no longer is adequate or keeps up.
The overall recommendation is DCJS in conjunction with its stakeholders review the current DCJS Rules Relating to Compulsory Minimum Training Standards for Dispatchers [6 VAC 20-60] and expand upon the content that is included today. By taking such steps, DCJS would be fostering relationships and developing a curriculum that is comprehensive in nature and falls in line with ANSI published standards for Minimum Training Standards for Public Safety Telecommunicators APCO ANS 3.103.2.2015 and ultimately matches the vision of 9-1-1 in the Commonwealth by providing citizens with access to rapid, reliable and accurate emergency response, from any device and in any language.