PSAP Staffing Needs Analysis Best Practice

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PSAP Staffing Needs AnalysisBest PracticeOctober 5, 2016Draft CopyPage 1

PSAP Staffing Needs Analysis Best PracticeCommonwealth of VirginiaPSAP Staffing Needs AnalysisBest PracticeABSTRACT: This document has been created to serve as a best practice fordetermining appropriate staff training level within PSAPs in the Commonwealth. Itis an overview of the knowledge, skills and professional competencies needed toenable an individual to be successful in their given professional capacity. Allknowledge, skills and professional competencies for each listed position are basedon a combination of pre-existing and vetted national standards. In the absence ofa national standard, an occupational analysis process has been completed asnoted to obtain knowledge, skills and professional competencies for a positionfrom a wide collection of subject matter experts. This publication serves as arecommended informational resource. As explained in the Forward below, use orimplementation of any content in this document is optional and voluntary.Developed by theIntegrated Services Programin consultation with theBest Practice Steering Committeeand/or appropriate workgroup(s)

Table of ContentsForward . 4Acknowledgements. 5Abbreviations, Acronyms & Definitions . 7Chapter 1: Introduction . 8Chapter 2: Operational Personnel . 9Public Safety Telecommunicator . 9Public Safety Communications Training Officer (CTO). 14Public Safety Communications Supervisor . 16Chapter 3: Administrative Personnel . 19Public Safety Communications Instructor. 19Public Safety Communications Training Coordinator . 21Public Safety Communications Quality Assurance Evaluators (QAE) . 25Public Safety Communications Manager/Director . 26Chapter 4: Technical Personnel . 29Public Safety Communications Technicians . 29Public Safety Graphical Information Systems (GIS) Technician * . 32Conclusion . 33Additional Resources . 34Version History . 36Page 3

ForwardA best practice is a generally accepted method that, when followed, shows consistent superiorresults based on experience and/or research. Best practices should be used as a benchmark bywhich to maintain quality, and are an alternative to mandatory legislated standards. Whendeveloping a best practice, it is important to identify the core principle, purpose and/or goal ofthe practice, while allowing flexibility for how it is implemented so it remains flexible for avariety of local conditions. Also, when best practices are considered for implementation on awide scale, the committee must remain aware of sites with minimal to no resources, andconsider how those sites will be supported in order to create the desired outcomes.This best practices document was developed through a collaborative effort by ISP staff, the BestPractices Steering Committee and applicable workgroups or committees composed of SubjectMatter Experts (SME) who have volunteered their time and insights.These are consensus best practices, and their use is voluntary. Management of PSAPs is a localresponsibility. Decisions regarding applicable content and practices, including whether and/orhow a Virginia locality should implement this best practice, are strictly local decisions. VITA andthe 9-1-1 Services Board assume no responsibility or liability for any such decisions or other useof this document. This best practice is not intended to be an exclusive resource; you shouldalso consider other qualifications, standards, or documents related to this topic. All bestpractices are subject to change and will be reviewed by ISP staff and/or the BP SteeringCommittee at least annually following its publication date.Outside of scheduled review, comments regarding VITA ISP best practices are accepted at anytime and can be submitted to Stefanie.McGuffin@vita.virginia.gov. If the comment includes arecommended change, it is requested to accompany the recommendation with supportingmaterial. If you have a question regarding any portion of this best practice, VITA ISP willconsider and/or respond to your question in accordance with applicable law, policies, andprocedures.

PSAP Staffing Needs Analysis Best PracticeAcknowledgementsBest Practice WorkgroupJason Malloy Shenandoah County Emergency CommunicationsWorkgroup Chair Joell Kight Warrenton Fauquier Joint Communications CenterNicki Tidey Orange County Emergency Communications CenterRebekah Craft Salem Police DepartmentCommittee MembersBest Practice Steering CommitteeAllan Weese (P) Chesterfield County Emergency Communications CenterCharlie Udriet (A) Hanover County Emergency Communications CenterRegion 1, PSAP Representatives Joell Kight (P) Warrenton Fauquier Joint Communications CenterNicki Tidey (A) Orange County Emergency Communications CenterRegion 2, PSAP Representatives Melissa Foster (P) Lynchburg Department of Emergency ServicesAndrea Gaines (A) Fluvanna County Sheriff’s OfficeRegion 3, PSAP Representatives Jolena Young (P) Twin County E-911Randy Davis (A) Tazewell County Sheriff’s OfficeRegion 4, PSAP Representatives Terry Hall (P) York Poquoson Williamsburg Emergency Communications CenterTony Castillo (A) Norfolk Emergency CommunicationsRegion 5, PSAP Representatives John Powers (P) Roanoke City CommunicationsCW Thomas (A) Franklin County Communications CenterRegion 6, PSAP Representatives Steve McMurrer (P) Fairfax County Public Safety Communications CenterMichele Surdam (A) Prince William County Public Safety CommunicationsRegion 7, PSAP Representatives Carol Adams Stafford County Sheriff’s CommunicationsVA APCO Representative Jason Malloy Shenandoah County Emergency CommunicationsVA NENA Representative Kurt Plowman City of Staunton; Jeff Shupe City of NortonIT Representatives

PSAP Staffing Needs Analysis Best Practice Virginia Fowler City of Chesapeake; Carl Levandoski Bedford CountyGIS RepresentativesNote : P Primary; A Alternate

PSAP Staffing Needs Analysis Best PracticeAbbreviations, Acronyms & DefinitionsFor the purpose of this best practice the following applies:TermMeaning

Chapter 1: Introduction1.1 ScopeThis best practice has been developed to support and/or strengthen individual levels of professionalcompetency for Administrative, Operational and Technical positions for Public Safety AnsweringPoints in the Commonwealth. Use of this best practice will promote the standardization ofknowledge, skills and professional competencies among jurisdictions and therefore provideconsistency in levels of public safety communication services provided across Virginia and will thusimprove service delivery. Using the best practices contained in this guide, and other documents andstandards cited within, PSAPs should develop, document, and continuously train on and refine allprocesses and procedures to specifically meet the needs of their environment and operations.1.2 PurposeThe purpose of this PSAP Staffing Needs Analysis Best Practice is to focus on staff training levels,independent of approved staffing (personnel) numbers for each PSAP. The outcome of theseanalyses should be insight towards the critical training necessary to develop the operational andtechnical skill sets for 9-1-1 and technical personnel. Two priority categories identified for NG9-1-1are cybersecurity and disaster recovery. Staffing methodologies and professional developmentguidance developed in conjunction with the analyses should be included in the future for inclusionin a research library within the PSAP Clearinghouse.1.3 ExampleThe following is an example of the format used for each position identified within this document.CATEGORY TITLE(Each section is divided by personnel category)Definition: (Each section has a definition of the personnel category)Positions: Position Name (some positions, such as Public SafetyTelecommunicator, are further subdivided with the below listedtopics listed for each) Knowledge: (These are the topics of knowledge necessary for theindividual performing this position to be successful.) Skills: (These are the skills necessary for the individualperforming this position to be competent in to be successful.) Professional Competencies: (These are the professionalcompetencies/abilities for the individual performing this positionto obtain and maintain to be successful. NOTE – Some standardshave Professional Competencies and General Competencies.Where this is the case, both lists have been compiled underProfessional Competencies.)-8-

PSAP Staffing Needs Analysis Best Practice Requisite Standards: (These are the pre-existing standards thatform the basis of education/knowledge that an employee shouldhave prior to performing the tasks associated with the listedposition.)References: (The various adopted standards utilized to compile theabove information are listed for each position. Additionaldocumentation for each position is included here as well.)Chapter 2: Operational PersonnelDefinition: those persons whose job performance is critical to public health and safety or the safety ofproperty in the direct communications with the public and/or public safety respondersPublic Safety Telecommunicator Knowledge: The following general areas of knowledge have been identified for theTelecommunicator regardless of their area of public safety expertise: An awareness of and respect for diverse populations; Comprehension of jurisdictional boundaries and geography; Proper application of Agency terminology; The ability to identify and properly utilize Agency resources, and; Comprehension of their role in:o Incident Command Systems (ICS);o National Incident Management Systems (NIMS), including, but not limited torequired training, Tactical Interoperable Communication Plan (TICP);o State or local emergency operations plans. Skills: High-performing incumbent Telecommunicators have been identified asdemonstrating the ability to: Make quick workable decisions; Manage stress; Multi-task; Provide effective customer service; Solve problems; Think Critically; Work effectively with others; Effectively communicate both verbally and in writing, examples may include the abilityto:o Actively listen;o Appropriate use of agency terminology, codes and signals, plan speech/languagetechniques, and phonetic alphabet;o Clearly enunciate. Professional Competencies: This list identifies those components within Public SafetyCommunications that are critical for enhancing the professional competence of allTelecommunicators (both new and veteran workers). These components have beenidentified, during the occupational analysis process, as being necessary for developing,maintaining, and enhancing the knowledge and skills of the Telecommunicator. While theAgency has some responsibility for supporting and facilitating the development of the-9-

PSAP Staffing Needs Analysis Best PracticeTelecommunicator’s professional competence, this list places primary accountability on theindividual Telecommunicator. The Telecommunicator is responsible for:o Their own learning in the course of training;o asking clarifying questions to ensure a thorough knowledge and understanding ofthe curriculum;o providing honest and specific feedback to trainers regarding learning stylepreferences or issues that impact their learning;o providing input to improve or enhance the curriculum in an effort to ensure currentinformation is taught;o Always presenting themselves in a professional manner, being on time, beingprepared ready to learn and actively participate in their own learning;o The application of stress management principles. The Telecommunicator shall comply with the requirements and rules of the learningenvironment or training facility; The Telecommunicator shall demonstrate the ability to meet and/or exceedperformance standards set by the Agency and:o Demonstrate job proficiency in assigned job task;o Demonstrate compliance with Agency expectations of interpersonalcommunications, personal conduct and ethical behavior;o Comply with department, local, state, tribal, or federal regulations;o Actively seek and be receptive to feedback and review of their performance,including during the agency’s established quality assurance or quality improvementprocess;o Identify professional goas that can be supported by the Agency;o Take responsibility for their own professional career development by activelyseeking developmental opportunities to enhance their job knowledge and skills;o Demonstrate improvement of performance deficiencies. The Telecommunicator shall:o Demonstrate the ability to operate within all written directives and plansestablished by the Agency;o Demonstrate the appropriate application of policies, guidelines, and plans;o Shall recommend updates to policies, guidelines, and plans when appropriate. The Telecommunicators should:o Demonstrate the ability to utilize networking opportunities when appropriate;o Take advantage of opportunities to network both within the public safetycommunity and within the community for which they provide service;o Recognize networking opportunities presented in concert with training, professionalaffiliations, and community outreach. The Telecommunicator should:o Review professional publications in order to enhance professional competence andremain up-to-date on developments within the profession;o Read professional publications, when possible, to remain up-to-date on currentevents affecting the public safety communications industry;o Have an awareness of professional publications that identify, regulate or mandateactivities associated with public safety emergency communications.- 10 -

PSAP Staffing Needs Analysis Best Practice Requisite Standards: The following requisite standards have been identified for the CTO.The Agency shall require the CTO to demonstrate the following: This position is an entry level position with no pre-existing knowledge required. Public Safety Calltaker In addition to the Knowledge, Skills, and Professional Competencies listed above for thePublic Safety Telecommunicator, the Calltaker shall:o Demonstrate the ability to apply procedures to answer calls within Agencyparameters while projecting a professional demeanor;o Demonstrate the ability to obtain, verify, and analyze incident information toinclude, location, reporting party contact information, nature, and severity of theincident while applying effective communication skills to control the call;o Demonstrate the ability to synthesize available information to identify conditionsthat may affect public and responder safety;o Demonstrate the ability to ascertain whether the caller is in an unsafe location andthen take appropriate protective actions in compliance with agency directives;o Demonstrate the ability to accurately document incident information including, butnot limited to incident urgency details, establish call priority, and appropriately labelcall types;o Demonstrate the ability to manage challenging calls and callers including, but notlimited to: Missing, abducted and sexually exploited children; Child callers; Communications impaired callers; Callers with limited English language proficiency.o Verify, document and relay initial dispatch information, and provide updates asnecessary to process calls for service;o Provide callers with any agency approved pre-arrival instructions and inform callersof actions being taken to respond to the request for service according to writtendirectives;o Demonstrate the ability to complete telephone reports, provide appropriatereferrals, transfer and terminate calls, or place outgoing calls in accordance withAgency written directives;o Demonstrate the ability to fulfill their role in ICS, NIMS and state and localemergency operations plans;o Participate in Agency defined post-incident activities. Law Enforcement Dispatcher In addition to the Knowledge, Skills, and Professional Competencies listed above for thePublic Safety Telecommunicator, the Law Enforcement Dispatcher shall:o Demonstrate the ability to analyze calls for service and determine the appropriateresponse action;o Demonstrate the comprehension of agency documentation requirements and theability to create and update the CAD record or incident log, and maintain accuratecall narrative or documentation;o Demonstrate the ability to determine the nature and priority of incidents and assignavailable resources in accordance with written directives;o Demonstrate proficiency in tracking and documenting radio activity, incident, andunit status within written directives;- 11 -

PSAP Staffing Needs Analysis Best PracticeDemonstrate proficiency in assigning and coordinating responders to incident, thepriority of the incident, available resources, and written directives;o Demonstrate the ability to consistently identify, analyze, and relay initial pertinentincident information to field units as appropriate;o Demonstrate the ability to obtain acknowledgement of calls for service fromresponders as per written directives;o Demonstrate the ability to evaluate information and relay updates to respondingunits as appropriate;o Demonstrate the ability to analyze and disseminate information to additionalresponders and resources including, but not limited to Hazmat teams, the ForestService, Fire and EMS Units, etc.;o Demonstrate the ability to analyze and evaluate all available information in order toidentify the potential for escalation of the incident and perform status checks todetermine scene and responder safety;o Demonstrate the ability to evaluate and synthesize information, relay updates andbroadcast BOLO (Be On the Look-Out) and attempt to locate information toresponders, supervisors, and other resources as appropriate;o Demonstrate the proper application of Agency notification guidelines to dailyoperations and special events;o Demonstrate the ability to coordinate with other entities in accordance with writtendirectives;o Demonstrate the proper application of Agency notification guidelines to dailyoperations and special

Oct 05, 2016 · The purpose of this PSAP Staffing Needs Analysis Best Practice is to focus on staff training levels, independent of approved staffing (personnel) numbers for each PSAP. The outcome of these analyses should be insight towards the critical training necessary to develop the operational and technical skill

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