Florida 911 Public Safety Telecommunicator Study Guide Notes

Introduction

  • This study guide is for Florida 911 Public Safety Telecommunicators (PSTs).
  • Revised in 2019, Fourth Edition.
  • Certifies 911 Public Safety Telecommunicators under Florida Statute 401.465, after the Denise Amber Lee Act was unanimously passed in 2008, regarding improved and standardized training for all public safety communications center workers.
  • Certification became effective October 1, 2012.
  • A PST's duties include:
    • Answering, receiving, transferring, and dispatching 911 calls.
    • Dispatching law enforcement, fire rescue, EMS, and other public safety services.
    • Providing real-time information from federal, state, and local crime databases.
    • Supervising personnel with similar duties.

Section 1: Roles/Duties of a public safety telecommunicator (PST)

  • Objectives:
    • Comprehend the history of the telecommunication profession (1.01)
    • Describe the evolution of telecommunications and 911 (1.02)
    • Define the roles of a call taker and a dispatcher as it relates to public safety telecommunications (1.03)
    • Understand the proper conduct of a Public Safety Telecommunicator (1.04)
    • Understand the importance of reporting for duty and the impact absences have on a communications center (1.05)
    • Understand the importance of adhering to dress codes (if applicable) and personal hygiene (1.06)
    • Explain the importance of informing PSTs and supervisors of pertinent activities and incidents as they relate to operations (1.07)
    • Identify performance standards and explain why they are important (1.08)
    • Identify standards, requirements, and expectations for continuing education (1.09)

1.01 Comprehend the history of the telecommunication profession

  • The profession evolved over 90 years of telephone and radio communications.
  • First National Public Safety Telecommunicators Week: Declared in 1981 by California.
Telephone History
  • First 911 call: Haleyville, Alabama, 1968.
  • Wireless Communications and Public Safety Act (911 Act): 1999, established 911 as the national emergency phone number.
Radio History
  • First one-way radio communications: Detroit Police Department, 1928 (call sign “KOP”).
  • First two-way radio: Bayonne, New Jersey, 1933.

1.02 Describe the Evolution of Telecommunications and 911

  • Enhanced 911 system: Introduced in Orange County, FL, 1980.
  • Included Automatic Number Identification (ANI), Automatic Location Identification (ALI), and selective routing and transferring.
  • Emergency telecommunications centers are divided into primary and secondary Public Safety Answering Points (PSAP).
    • Primary PSAP: Directly receives 911 calls.
    • Secondary PSAP: Receives transferred 911 calls from a primary PSAP.
  • Computer-aided dispatch (CAD) software: Evolved from handwritten call cards improved communications, response times, record organization, and archiving.
  • Next Generation 911 (NextGen911, NG911): Internet protocol-based technology enabling text, photos, and videos to be sent to PSAPs.
  • Digital radio systems enabled voice messaging and radio interoperability.
  • P-25 system: Current standard for interoperable digital two-way wireless communications.

1.03 Define the roles of a call taker and a dispatcher

Call Taker
  • First point of contact for citizens.
  • Answers inbound 911 calls, non-emergency calls, and administrative lines.
  • Duties include:
    • Maintaining professionalism.
    • Ensuring citizen and responder safety.
    • Efficiently gathering pertinent information.
    • Processing and classifying calls in a timely manner.
    • Establishing jurisdiction.
    • Making outbound calls.
Dispatcher
  • Processes information from a Call Taker.
  • Deploys the closest, most appropriate field resource based on incident classification and priority.
  • Duties include:
    • Maintaining professionalism.
    • Maintaining heightened awareness of responder safety issues.
    • Receiving and transmitting pertinent information via radio.
    • Handling emergency radio traffic.
    • Speaking with a clear and concise voice.
    • Tracking responders and units.
    • Tracking responder initiated events.
    • Maintaining accuracy and brevity.
    • Determining the appropriate type and amount of resources needed.

1.04 Understand the proper conduct of a PST

  • PSTs are held to high standards of professionalism.
  • PSTs must:
    • Protect confidentiality (medical and personal information).
    • Display teamwork.
    • Be dependable.
    • Be accountable for actions (on and off duty).

1.05 Understand the importance of reporting for duty

  • PSTs operate in a 24/7/365 environment; mandatory overtime may be required.
  • PSTs must be available during natural disasters and other emergencies.
  • Unplanned/excessive absenteeism can:
    • Lower morale.
    • Create stress.
    • Burden co-workers.
    • Jeopardize responder safety (low staffing levels).
  • Excessive tardiness and absenteeism may result in disciplinary action; misuse of sick leave may also result in disciplinary action.

1.06 Understand the importance of adhering to dress codes and personal hygiene

  • Maintain good personal hygiene and adhere to agency dress code.
  • Guidelines:
    • Shower regularly.
    • Keep hair neat and clean.
    • Use cologne and perfume in moderation.
    • Wear clean and pressed uniforms.
    • Apply conservative make-up.
    • Keep fingernails clean and at an appropriate length.
    • Be aware that Tattoos and piercings may be limited or prohibited.

1.07 Explain the importance of informing PST’s and supervisors of pertinent activities

  • Proper notifications to PSTs and supervisors:
    • Notify the appropriate chain of command, per agency policy.
    • Request additional resources.
    • Report workplace violence.
    • Facilitate situational awareness.
    • Pass on information to other shifts, supervisors, co-workers, etc.

1.08 Identify performance standards

  • Performance standards provide a uniform measurement of each PST’s work compared to goals and requirements.
  • Goals are typically set in accordance with an agency’s strategic plan, vision, and mission statement.
  • Professional associations include the Association of Public-Safety Communications Officials (APCO), National Emergency Number Association (NENA), and National Fire Protection Association (NFPA).
  • Quality Assurance (QA) monitors work performance and provides corrective training.

1.09 Identify standards, requirements, and expectations for continuing education

  • The 911 Public Safety Telecommunicator Certification (F.S. 401.465) requires:
    • At least 232 hours in an approved training program.
    • Successful passage of the state PST examination.
    • Certifications expire February 1st of every odd year.
    • 20 hours of renewal training based on the Department of Education's Public Safety Telecommunicator Curriculum Framework.
  • Agencies may provide in-service training (classroom, online, hands-on).

Section 2: Professionalism, ethics, and legal concepts

  • Objectives:
    • Define ethics and professionalism (2.01)
    • Comprehend acts that are considered professionally unethical (2.02)
    • Identify any act that will negatively affect the role of a PST (2.03)
    • Explain how criminal and civil law affects telecommunication operations (2.04)
    • Understand and explain the legalities of Health Insurance Portability and Accountability Act (HIPAA) and how it relates to telecommunications (2.05)
    • Demonstrate an understanding of federal, state, and local laws for disseminating information (2.06)
    • Explain the “Public Records Law” (Chapter 119, F.S.) and how it relates to public records requests (2.07)
    • Describe the impact and importance of disseminating public information (2.08)
    • Explain the importance of and procedure for testifying in court (2.09)

2.01 Define ethics and professionalism

  • Ethics: Principles of honor, morality, and accepted rules of conduct that govern an individual or group.
  • Professionalism: Skill, good judgment, and respectful behavior expected from a trained person; keeping word, demonstrating loyalty, and exceeding expectations.

2.02 Comprehend acts that are considered professionally unethical

  • Acts considered professionally unethical:
    • Quid pro quo:
    • Misuse of confidential/privileged information:
    • Failure to act.
    • Willful neglect of duty.
    • Not dispatching calls in a timely manner or abandoning calls.
    • Dishonesty.
    • Malicious defamation.
    • Prejudice.
    • Discrimination.
    • Offering or accepting gratuity (over agency policy limits).
    • Giving false or slanted testimony.
    • Violation of laws and regulations.
    • Harassment/Sexual Harassment.
    • Discourtesy.
    • Workplace violence.

2.03 Identify any act that will negatively affect the role of a PST

  • Acts that negatively affect a PST’s role:
    • Negligence of duty: Failure to act or careless performance.
    • Untruthfulness.
    • Criminal activity.
    • Harassment/Sexual Harassment.
    • Discrimination.
    • Poor interpersonal skills.
    • Unprofessionalism/poor customer service.

2.04 Explain how criminal and civil law affects telecommunication operations

  • Civil or criminal liability can result from misconduct or negligence.
  • Civil liability: Responsibility of payment due to civil law violation.
  • Criminal liability: Willful, negligent, or reckless violation of criminal law, resulting in imprisonment.
  • Laws, policies, and confidentiality agreements bind PSTs and agencies to protect data (e.g., CJIS, DAVID).
  • Violation may result in civil and/or criminal liability.

2.05 Understand and explain the legalities of Health Insurance Portability and Accountability Act (HIPAA)

  • HIPAA (1996): Provides insurance coverage continuity, reduces health care fraud, mandates industry-wide standards, and provides data privacy (PHI).
  • PHI: Individually identifiable health information (electronic, oral, or paper) by a covered entity or its business associates, excluding educational and employment records.
  • HIPAA does not prevent PSTs from relaying information to responding units but prevents relaying information to curious callers.

2.06 Demonstrate an understanding of federal, state, and local laws for disseminating information

  • Laws and Agency protocols may dictate what information can or cannot be disseminated.
  • Examples include: HIPAA law; CJIS security policy; Agency protocols.

2.07 Explain the “Public Records Law” (Chapter 119, F.S.)

  • Chapter 119, F.S. (Florida’s Public Records Law): Describes information publicly available to any requestor.
  • “Public records”: Documents, papers, letters, maps, books, tapes, photos, films, recordings, software, or material made/received during official business.
  • Agencies must release certain information (at a cost) which does not jeopardize safety.
  • Examples of public records: 911 recordings; CAD reports; agency policies; text messages; email correspondence.
  • Exemptions: Home addresses, private phone numbers, and personal email addresses of responders, law enforcement PSTs, and public service personnel are protected.
  • Other protected information: Victims of domestic violence; minors; 911 caller information; criminal intelligence; ongoing criminal investigations.

2.08 Describe the impact and importance of disseminating public information

  • Assume all conversations are recorded.
  • 911 and radio recordings are regularly requested.
  • Public Information Officer (PIO): The bridge between the agency and the public for sharing agency information.
  • Records departments coordinate public records requests, redacting protected information.
  • Agency policy dictates information released to media.

2.09 Explain the importance of and procedure for testifying in court

  • A subpoena is an official court document commanding a person’s presence in court.
  • PSTs may receive a subpoena as a Call Taker or Dispatcher during an incident.
  • The two most common settings are depositions and trials.
  • Guidelines:
    • Refresh memory.
    • Dress appropriately.
    • Speak clearly.
    • Be courteous.
    • Use proper titles.
    • Tell the truth.
    • Do not exaggerate, guess, or agree to anything unsure about.
    • Correct your mistakes.
    • Do not volunteer information – only answer questions.
    • Get a copy of the transcript to review.
  • 911 calls can be used as evidence if the victim is not present in court (2006, U.S. Supreme Court ruling).
  • PSTs and public records custodians are increasingly being subpoenaed; it is important for PSTs to be prepared to testify in court. Technological advancements may lead to the admission of evidence previously unavailable to the criminal justice system. PSAPs may be required to preserve text messages, photos, and videos received in conjunction with crimes.