To Be Completed 21st Century Instructional Guide for Career Technical Education
Telecommunicator
Human Services Cluster
Emergency and Fire Management Services
Title: / Telecommunicator WVEIS #2207Standard Number
HS.S.TELEC.1 / Basic Concepts of Emergency Dispatch
Students will:
· explore the nature of the emergency dispatch environment.
· examine characteristics of public safety consumers.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.1.1 / explore the functions, roles and responsibilities of an effective emergency dispatcher.
HS.O.TELEC.1.2 / investigate state and local rules relating to the performance requirements of their duties.
HS.O.TELEC.1.3 / document the boundaries, addressing and topography issues and features, within the local public safety service area.
HS.O.TELEC.1.4 / examine characteristics of public safety consumers (including demographics) as callers, community members, public/private entities, responders, user-agency personnel and others so designated.
HS.O.TELEC.1.5 / determine local public safety authorities and resources.
HS.O.TELEC.1.6 / examine non-traditional public safety service providers (including but not limited to agency partnerships, tribal authorities, military liaisons, port authorities, private/proprietary security forces and others).
HS.O.TELEC.1.7 / articulate the role of the emergency dispatcher as a member of the agency’s public safety team.
HS.O.TELEC.1.8 / explore Incident Command/Integrated Command Systems and Tactical Dispatch Teams.
HS.O.TELEC.1.9 / investigate incident command/management systems.
HS.O.TELEC.1.10 / articulate the roles and responsibilities of an emergency services dispatcher relating to the National Incident Command/Management System.
Standard Number
HS.S.TELEC.2 / Public Safety Communication Center Technologies
Students will explore the proper operation of all classes of telephony technology within the public safety communication center.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.2.1 / examine proper operation of 9-1-1 systems (including Enhanced 9-1-1 with traditional wireline and wireless access).
HS.O.TELEC.2.2 / use Automatic Number Identification (ANI) technology.
HS.O.TELEC.2.3 / use Automatic Location Identification (ALI) technology.
HS.O.TELEC.2.4 / explore Selective Routing technology.
HS.O.TELEC.2.5 / explore Private Branch Exchange (PBX) technology.
HS.O.TELEC.2.6 / assess considerations regarding dispatch when intra-agency and inter-agency phone systems are involved.
HS.O.TELEC.2.7 / utilize Telecommunications Device for the Deaf (TTD/TTY) technology.
HS.O.TELEC.2.8 / examine call box technology.
Standard Number
HS.S.TELEC.3 / Legal Liability in Emergency Dispatch
Students will examine issues of legal liability in the emergency dispatch field.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.3.1 / investigate specific liability issues related to call-taking and dispatch of emergency responders (law enforcement / fire and rescue) including exemptions and immunity.
HS.O.TELEC.3.2 / explore specific liability issues related to mutual aid, automatic aid and operational recovery planning responses.
HS.O.TELEC.3.3 / examine specific liability issues related to interaction with other agencies (local, county, state and federal).
HS.O.TELEC.3.4 / assess the role of the Public Safety Telecommunicator in and responsibility for first responder safety.
HS.O.TELEC.3.5 / explore the concept of negligence as it applies to the role of a Public Safety Telecommunicator.
HS.O.TELEC.3.6 / examine the concept of abandonment as it applies to emergency dispatch.
HS.O.TELEC.3.7 / articulate the duty of the emergency dispatcher regarding confidentiality and the release of information to the media, public, and others.
HS.O.TELEC.3.8 / articulate the specific liability issues related to the interaction with other agencies (local, county, state and federal), particularly in the area of emergency management, disaster events, threat notification, and homeland-security information.
HS.O.TELEC.3.9 / apply the concept of standard of care.
Standard Number
HS.S.TELEC.4 / Radio
Students will demonstrate the use of typical public safety radio systems..
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.4.1 / demonstrate efficient, effective and professional use of a public safety radio system(s) with all classes of public safety consumers.
HS.O.TELEC.4.2 / use elements of appropriate radio speech including (clear speech, proper diction, modulation, rate of speed, authorized phraseology and terminology, paraphrasing without distortion or loss of information elements).
HS.O.TELEC.4.3 / apply typical policies/procedures related to normal and emergency radio-system uses.
HS.O.TELEC.4.4 / use typical agency approved radio codes and signals efficiently and effectively.
HS.O.TELEC.4.5 / utilize alternate radio types (including mobile and portable radios).
HS.O.TELEC.4.6 / demonstrate the appropriate use of talk groups or frequency coordination.
HS.O.TELEC.4.7 / articulate the application of existing interoperability communication plans.
HS.O.TELEC.4.8 / explore current FCC rules pertaining to the use of public safety radio spectrum.
Standard Number
HS.S.TELEC.5 / Call Classification
Students will classify request for emergency services calls efficiently and effectively.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.5.1 / determine pertinent demographic information necessary to generate an appropriate response.
HS.O.TELEC.5.2 / categorize all types of law enforcement, fire/rescue and emergency medical calls.
HS.O.TELEC.5.3 / determine the appropriate response levels for all types of law enforcement, fire/rescue and emergency medical calls.
HS.O.TELEC.5.4 / determine the appropriate resources to be used in response to the call for public safety services.
Standard Number
HS.S.TELEC.6 / Introduction to Emergency Medical Concepts
Students will explore medical concepts and practices as they relate to request for emergency services calls.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.6.1 / explore medical concepts as they relate to the emergency medical dispatch function.
HS.O.TELEC.6.2 / examine the seven systems of the body.
HS.O.TELEC.6.3 / articulate the medical definition of shock.
HS.O.TELEC.6.4 / provide emergency care instructions for various types of medical emergencies via telephone.
HS.O.TELEC.6.5 / use scripted medical protocols to address the chief complaints of callers seeking emergency medical services.
Standard Number
HS.S.TELEC.7 / Call Processing Techniques
Students will demonstrate the ability to efficiently and effectively process calls for service (including controlling the caller, collecting specific information, assessing the information, selecting the proper call type and causing the appropriate response) from a variety of public safety consumers.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.7.1 / process emergency and non-emergency calls for service consistent with standard policy/procedure and professional conduct.
HS.O.TELEC.7.2 / control a conversation effectively using appropriate techniques consistent with the standard policy/procedure.
HS.O.TELEC.7.3 / communicate effectively with different types of callers to facilitate the appropriate delivery of public safety services.
HS.O.TELEC.7.4 / disseminate information obtained from callers in crisis (including domestic violence/exploited children and adult calls, as well as potential homeland security/terrorism incident calls).
HS.O.TELEC.7.5 / prepare data for dispatch or referral using standard policies, procedures and/or protocols.
HS.O.TELEC.7.6 / generate records of public safety services requests so that the record is correct, complete, and concise.
HS.O.TELEC.7.7 / initiate the timely addition, deletion, and correction of data so that documents, files, databases, maps and resource lists are accurately maintained.
Standard Number
HS.S.TELEC.8 / Obtaining Information from Callers
Students will utilize standard protocols to obtain information from callers efficiently and effectively.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.8.1 / interview callers and with promptness and accuracy obtain all pertinent information related to the call.
HS.O.TELEC.8.2 / extract pertinent information, given a request for public safety service, so that accurate information regarding the request is obtained.
HS.O.TELEC.8.3 / model techniques to properly handle difficult callers.
HS.O.TELEC.8.4 / demonstrate methods of calming callers.
HS.O.TELEC.8.5 / articulate the concept of the Hysteria Threshold.
HS.O.TELEC.8.6 / demonstrate methods of repetitive persistence in obtaining information.
HS.O.TELEC.8.7 / apply standard protocols and questions in eliciting information.
HS.O.TELEC.8.8 / gather information from a 3rd party call center to facilitate appropriate delivery of public safety services.
Standard Number
HS.S.TELEC.9 / Resource Allocation
Students will:
· assess information provided, and omitted, by public safety consumers requesting emergency services.
· examine various factors that impact the emergency services resources that are allocated to specific request for emergency services calls.
· determine the appropriate emergency services resources that should be allocated to specific request for emergency services calls.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.9.1 / assess information provided by a service requester, given the policies, procedures, and guidelines of the agency as it pertains to resource allocation.
HS.O.TELEC.9.2 / explore how the nature of the caller’s emergency affects the selection of appropriate resources to be allocated to specific calls.
HS.O.TELEC.9.3 / examine personnel factors (numbers available and levels of training) that affect the selection of appropriate resources to be allocated to specific calls.
HS.O.TELEC.9.4 / explore equipment factors (type and amount available) that affect the selection of appropriate resources to be allocated to specific calls.
HS.O.TELEC.9.5 / examine vehicular factors (type/numbers available and proximity to the caller’s location ) that affect the selection of appropriate resources to be allocated to specific calls.
HS.O.TELEC.9.6 / determine how coverage zones affect the selection of appropriate resources to be allocated to specific calls.
HS.O.TELEC.9.7 / investigate pre-configured response modes related to the local area.
HS.O.TELEC.9.8 / assess a categorized and prioritized service request, given available resources, so that an allocation of resources is determined.
HS.O.TELEC.9.9 / assess incomplete, conflicting, or inconclusive information or data so that an allocation of resources is determined.
HS.O.TELEC.9.10 / respond appropriately to distress calls from field units (including use of status checks, location verification and appropriate CAD file/responder safety tools).
Standard Number
HS.S.TELEC.10 / Terminating the Call and Final Documentation
Students will:
· terminate request for emergency services calls properly.
· demonstrate proper procedure for reviewing call documentation.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.10.1 / determine the appropriate conditions under which to terminate a call.
HS.O.TELEC.10.2 / end a request for emergency services call using correct procedure.
HS.O.TELEC.10.3 / review documentation of information related to the call after it has been ended.
HS.O.TELEC.10.4 / model the reporting of any potential or experienced problems during the call.
HS.O.TELEC.10.5 / show how to prepare for the next emergency call after the conclusion of a call.
Standard Number
HS.S.TELEC.11 / Telephony via Emerging Technology
Students will investigate current and emerging telephony technologies and their impacts upon public safety communications.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.11.1 / explore aspects of wireless 9-1-1 service.
HS.O.TELEC.11.2 / examine technologies that use longitude and latitude as they apply to public safety communications.
HS.O.TELEC.11.3 / investigate mapping applications as they apply to public safety communications.
HS.O.TELEC.11.4 / explore VoIP technology as it applies to public safety communications.
HS.O.TELEC.11.5 / examine PDA technology as it applies to public safety communications.
HS.O.TELEC.11.6 / investigate Telematic Service Providers as they apply to public safety communications.
HS.O.TELEC.11.7 / explore phone number portability as it applies to public safety communications.
HS.O.TELEC.11.8 / investigate enhanced alarm company notification as it applies to public safety communications.
Standard Number
HS.S.TELEC.12 / Dispatching Technology
Students will utilize various types of technology commonly found in the emergency dispatch field, including Computer Aided Dispatch (CAD).
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.12.1 / examine the individual components of a CAD system and its integration with other systems.
HS.O.TELEC.12.2 / articulate the relationship between the effective use of the CAD system and the successful delivery of public safety services.
HS.O.TELEC.12.3 / demonstrate the effective application of back-up procedures for processing calls in the event of a CAD system failure.
HS.O.TELEC.12.4 / demonstrate the effective use of Automatic Vehicle Location (AVL) systems as related to the prompt delivery of public safety services.
HS.O.TELEC.12.5 / demonstrate the effective use of Mobile Data Computer/Terminal (MDC/MDT) systems as related to the response to requests for service by agency customers.
Standard Number
HS.S.TELEC.13 / Recording Devices
Students will use recording devices typically found in the emergency dispatch field according to standard policy and procedure.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.13.1 / articulate standard policies/procedures regarding the recording of voice and/or data within a public safety communication center.
HS.O.TELEC.13.2 / demonstrate the operation of typical recording devices.
HS.O.TELEC.13.3 / investigate the legal requirements/restrictions associated with the recording of information within the public safety field.
Standard Number
HS.S.TELEC.14 / Managing Stress
Students will explore the causes of and coping strategies for stress in the emergency dispatch environment.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.14.1 / explore the causes of stress in the emergency dispatch environment.
HS.O.TELEC.14.2 / practice strategies for dealing with stress.
HS.O.TELEC.14.3 / examine the role of peer support in managing stress in the emergency dispatch environment.
HS.O.TELEC.14.4 / simulate a Critical Incident Stress Debriefing (CISD) process.
Standard Number
HS.S. TELEC.15 / Participating in the Student Organization
Students will participate in a local student organization.
Essential
Questions
Objective Number / Objective / Learning Plan & Notes to Instructor
HS.O.TELEC.15.1 / execute the purposes and goals of the student/professional organization.
HS.O.TELEC.15.2 / outline the benefits and responsibilities of participation in student/professional/civic organization as an adult.
HS.O.TELEC.15.3 / demonstrate leadership skills through participation in student/professional/civic organization activities such as meetings, programs, and projects.
21st Century Skills / Learning Skills & Technology Tools / Teaching Strategies Culminating Activity / Evidence of Success
Information and Communication Skills
Thinking and Reasoning Skills
Personal, and Workplace, Skills
Learning Skills & Technology Tools / Teaching Strategies Culminating Activity / Evidence of Success
Entrepreneurship Skills
Culminating Assessment
Culminating Assessment
Links and Other Resources
Links and Other Resources
Contacts
Contacts / CTE Teachers: See CTE Directory
Cluster Coordinator: Greg Atkinson –
OCTI Assistant Executive Director and EOCTST Coordinator: Donna Burge-Tetrick
OCTI Executive Director: Gene Coulson
1