Roles and Responsibilities of the Emergency Telecommunicator | p. 1 |
Introduction | p. 2 |
Mission Statements | p. 3 |
Policy, Procedure, and Protocol | p. 3 |
Essential Knowledge Elements, Skills, and Abilities | p. 8 |
Roles of the Emergency Telecommunicator | p. 10 |
Ethics, Values, Professionalism, and Image | p. 15 |
Media Relations | p. 19 |
Confidentiality | p. 19 |
Serving the Community | p. 21 |
Technologies | p. 27 |
Introduction | p. 28 |
Telephone Technology | p. 28 |
Cellular Phones and Personal Communication Systems (PCSs) | p. 30 |
9-1-1 Technology | p. 31 |
TDD/TTY Technology | p. 33 |
Manual Dispatching | p. 35 |
Computer-Aided Dispatch | p. 36 |
Radio Communication | p. 39 |
Interpersonal Communication | p. 43 |
Introduction | p. 44 |
The Communication Cycle | p. 44 |
Active and Passive Listening | p. 48 |
Verbal and Nonverbal Communication | p. 49 |
Information Processing | p. 54 |
Cultural Diversity and Communication | p. 61 |
Solving Communication and Language Problems | p. 61 |
Telephone Communication and Call Processing | p. 69 |
Introduction | p. 70 |
Customer Service and Public Relations | p. 70 |
Call Receiving | p. 73 |
Interview Techniques and Call Control | p. 83 |
Types of Callers | p. 86 |
High-Risk and Challenging Callers | p. 87 |
Call Classification | p. 93 |
Introduction | p. 94 |
Types of Calls | p. 94 |
Protocol and Call Classification | p. 96 |
In-Progress, Just-Occurred, and Past-Event Calls | p. 98 |
Law Enforcement Calls for Service | p. 101 |
Fire Calls for Service | p. 123 |
Medical Calls for Service | p. 132 |
Radio Broadcast Procedures | p. 135 |
Introduction | p. 136 |
Radio Frequency and Channel Usage | p. 136 |
Broadcast Rules and Procedures | p. 137 |
FCC Rules | p. 144 |
Legal Aspects of Public Safety Communication | p. 147 |
Introduction | p. 148 |
Terms and Concepts | p. 149 |
Legal Liability and Community Expectations | p. 153 |
Risk Management and Liability | p. 155 |
Stress Management | p. 163 |
Introduction | p. 164 |
Understanding Stress | p. 164 |
Stressors That Are Unique to Public Safety Calltaking and Dispatch | p. 167 |
Recognizing Distress and Burnout | p. 170 |
Managing the Effects of Distress and Burnout | p. 173 |
Critical Incident Stress | p. 177 |
Naed Etc Certification | p. 181 |
Index | p. 187 |
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