commonwealth of pennsylvania 911 training, certification ......7 11. local governance structure •...

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Commonwealth of Pennsylvania

911 Training, Certification, and Quality Assurance/Quality

Improvement Requirements

Certification Review Procedures

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Contents

I. OVERVIEW: ........................................................................................................................... 3

II. PURPOSE: ........................................................................................................................... 3

III. CERTIFCIATION REVIEW PROCESS IMPLEMENTATION:....................................... 3

IV. NEW CERTIFICATION REQUIREMENTS AND PROCESSES REMINDER ............... 4

V. MINIMUM REQUIREMENTS & PSAP RESOURCES .................................................... 4

VI. 2020 TRAINING PROGRAM REVIEW CRITERIA ........................................................ 5

VII. PSAP EMPLOYEE RECORDS REVIEW CRITERIA (BEGINNING IN 2021) ............ 24

VIII. POST CERTIFICATION REVIEW – COMPLIANT PROGRAM .............................. 31

IX. POST CERTIFICATION REVIEW – NON-COMPLIANT PROGRAM ........................ 32

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I. OVERVIEW:

The Pennsylvania Emergency Management Agency (PEMA) is required by Chapter 53 of Title 35 to

adopt minimum training, certification, quality assurance (QA) and quality improvement (QI)

requirements for 911 service in Pennsylvania. New minimum requirements were adopted by PEMA on

March 7, 2019. The adopted requirements took effect January 1, 2020. The first step to transition to

the new minimum requirements is for public safety answering points (PSAPs) to document their

training, certification, and QA/QI programs in the PSAP Training & Certification software (PSAPTC)

by August 31, 2020. After August 31, 2020, the PEMA 911 Office is required to complete a

certification review (review) of each PSAP’s training, certification, and QA/QI programs to determine

compliance with the new requirements (Section 3.01).

II. PURPOSE:

The purpose of this document is to define certification review procedures to be followed by the

PSAPs and PEMA.

III. CERTIFCIATION REVIEW PROCESS IMPLEMENTATION:

PSAP Training & QA/QI Program Documentation:

1. PSAPs are required to document their training, certification, and QA/QI programs in the PSAPTC

software (Sections 1.02 & 2.02) by August 31, 2020.

a. In 2021 and subsequent years, PSAPs are required to evaluate and revise training and

QA/QI programs and related materials annually. Program revisions must be reflected in

the PSAPTC at the time of PSAP implementation. (Sections 1.02 & 2.02)

2020 Certification Reviews:

1. The initial certification review process for 2020 will include:

a. Reviewing each element of a PSAP’s training, certification, and QA/QI programs to

determine if minimum requirements are satisfied.

b. If applicable, acquiring any additional information needed to make a compliance

determination

c. Issuing reports to summarize the results of a review

d. Issuing Certifications when a PSAP’s program(s) is fully compliant, or

e. Managing the Improvement Plan Process when a PSAP’s program(s) is not fully compliant

with the minimum requirements

2. PEMA will review each item in a PSAP’s training, certification, and QA/QI programs and

designate it as:

a. Compliant: Program element meets minimum requirements

b. Non-compliant: Requirement is not included in the PSAP’s program or the program

element does not meet minimum requirements.

c. In Review: Additional information needed from the PSAP to determine compliance.

d. PSAP Specific: Designates a PSAP specific program element that is provided by the

PSAP above state minimum requirements.

3. PEMA anticipates initial reviews will be completed and reports issued by December 31, 2020.

Certification Reviews Beginning in 2021:

1. In 2021, a review will be completed for half of the PSAP’s to establish a staggered two-year

review cycle.

2. In 2022, a review will be completed for the PSAPs not subject to a review in 2021.

3. Reviews beginning in 2021 will differ from the initial review conducted in 2020.

4. Reviews beginning in 2021 will consist of:

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a. Reviewing PSAP program elements to determine compliance with minimum requirements.

b. Reviewing a sample of a PSAP’s employee records to verify compliance with the

minimum requirements, 911 Program requirements, and the PSAP’s curriculum, policies,

procedures, written directives, etc.

i. A random selection of the PSAP certified calltakers, dispatchers and supervisors

(to include completion of the trainee requirements) will be reviewed for

compliance to the minimum training, certification and QA/QI requirements.

c. Verifying a PSAP completed an annual review of their programs and materials

d. Verifying requirements with registration and employee certification reporting

requirements.

5. PEMA will consult with the 911 Advisory Board Operation Subcommittee to finalize procedures

for the more in-depth reviews beginning in 2021.

IV. NEW CERTIFICATION REQUIREMENTS AND PROCESSES REMINDER

PSAP Responsibilities:

a. The PSAP will continue to operate under 4 PA Code 120 c and d until their programs are

certified under the adopted requirements.

b. Once a PSAP’s programs are certified by PEMA under the new requirements:

i. a PSAP will be responsible for certifying their employees as a call-taker,

dispatcher, or supervisor.

ii. The PEMA exam and certification for telecommunicators will be decommissioned

and no longer available once all PSAPs are operating under these new

requirements.

iii. A PSAP must establish requirements, policies, and procedures to certify and

recertify their employees in each of these roles.

PEMA Responsibilities:

a. PEMA will not have a role in the certification of individual telecommunicators.

b. PEMA will certify a PSAP’s training and QA/QI programs.

c. PEMA’s certification will consist of making sure a PSAP’s training, certification, and

QA/QI programs includes the minimum requirements and the PSAP is following their

documented policies, procedures and directives.

d. PEMA will not have a role in certifying training program content or protocols.

V. MINIMUM REQUIREMENTS & PSAP RESOURCES

a. Minimum Training, Certification, and QA/QI Requirements

b. Minimum Training, Certification, and QA/QI Requirements - Supplemental

Guidance

c. Minimum Training, Certification, and QA/QI Requirements - Best Practices

https://www.pema.pa.gov/911-Program/Partners/Requirements-Resources/Documents/911-Training-QA-QI-Requirements.pdf

https://www.pema.pa.gov/911-Program/Partners/Requirements-Resources/Documents/911-Training-QA-QI-Supplemental-Guidance.pdf

https://www.pema.pa.gov/911-Program/Partners/Requirements-Resources/Documents/911-Training-QA-QI-Supplemental-Guidance.pdf

https://www.pema.pa.gov/911-Program/Partners/Requirements-Resources/Documents/911-Training-QA-QI-Best-Practices.pdf

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VI. 2020 TRAINING PROGRAM REVIEW CRITERIA

TRAINEE TRAINING REQUIREMENT REVIEW CRITERIA

1. Back-up/contingency procedure training • Verify the PSAP is providing, at a minimum, training on backup plans,

policies, and procedures should part or all of the PSAP fail to function or

the primary PSAP is out of service.

• Verify the PSAP defined titles covered in their training program meet this

requirement.

• Verify the Course Title, Delivery Method, Learning Objective, Hours of

Instruction, Assessment and Attachments supports Course Topic.

(Optional Lesson Plan)

2. Cardiopulmonary Resuscitation (CPR) certification • Verify the PSAP is utilizing a national recognized cardio-pulmonary

(CPR) course that provides an industry recognized certification.




3. Geography (jurisdiction-specific) training • Verify the PSAP is providing, at a minimum, detailed instruction on local

jurisdictional geography.


requirement.




4. Governmental & private resources • Verify the PSAP is providing, at a minimum, training on the

governmental & private resources of the PSAP.


requirement.




5. HAZMAT awareness • Verify the PSAP is providing, at a minimum, an informational session on

HAZMAT awareness in their training program for trainees.


requirement.

• Note: A certificate of HAZMAT awareness is not part of this minimum

requirement.

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6. Industry recognized basic public safety telecommunicator course

that covers all topics included in APCO ANS 3.103.2.2015 -

Minimum Training Standards for Public Safety

Telecommunicators.

• Verify the PSAP is utilizing an industry recognized basic or entry-level

telecommunicator course that provides an industry recognized

certification.

• Note: A PSAP developed basic or entry-level telecommunicator course

would not be recognized to satisfy this requirement.




7. (ICS-100) Introduction to the Incident Command System • Verify any iteration of ICS-100 is included in the training program




8. (IS-700) Introduction to the National Incident Management System • Verify any iteration of ICS-700 is included in the training program




9. Job-related equipment training w/ practical demonstration & skill • Verify the PSAP is providing, at a minimum, training on the systems and

tools utilized to perform the duties of a telecommunicator.

• Verify the PSAP defined the systems and tools covered in their training

program.

• Verify the PSAP included a practical demonstration of skill assessment

based on the tools and systems on which the trainee was trained.




10. Job-related equipment/skill • Verify the PSAP is providing, at a minimum, training on job-related

equipment and training to comprehend the skill.


requirement.




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11. Local governance structure • Verify the PSAP is providing, at a minimum, training on the governance

structure of the PSAP and the jurisdiction served by the PSAP.


requirement.




12. Media information/dissemination • Verify the PSAP is providing, at a minimum, fundamental training and

guidance on PSAP policies and procedures for interacting with the local

and national media and disseminating incident information.


requirement.




13. OJT w/DOR’s • Verify the PSAP is providing, at a minimum, instruction on the PSAP’s

training program to include components of hands-on, supervised training.


requirement.

• Verify the PSAP has job position Daily Observation Reports (DORs)




14. PEIRS • Verify the PSAP is providing, at a minimum, training on reporting

requirements and procedures for reporting incidents through PEIRS.




15. PSAP and departmental written directives • Verify the PSAP is providing, at a minimum, training and instruction on

PSAP policies, procedures, rules, regulations, standard operating

procedures, protocol guidance, and other directives applicable to a PSAP.


requirement.




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16. PSAP specific training requirements • Verify the PSAP is providing, at a minimum, training on any trainee

specific training requirements that exist in the PSAP.


requirement.




17. Quality Assurance/Quality Improvement training • Verify the PSAP is providing, at a minimum, training on the quality

assurance and quality improvement programs and process.


requirement.




18. Security • Verify the PSAP is providing, at a minimum, training on security

measures as related to the duties of a telecommunicator


requirement.




19. Workstation observation • Verify the PSAP is providing, at a minimum, dedicated time for the

trainee to view the PSAP’s workstation operations.

• Verify the PSAP defined the length and frequency of time dedicated to the

workstation observation.




CALL-TAKER TRAINING

REQUIREMENT REVIEW CRITERIA

1. Aircraft/rail/marine incidents • Verify the PSAP is providing, at a minimum, training the PSAP-specific

directives on handling of aircraft, rail and marine incidents, to include

telecommunicator instructions and/or check-list procedures.


requirement.

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2. Call categorization/priorization • Verify the PSAP is providing, at a minimum, instruction involving the

sorting and prioritizing of calls for service based on incident type and

urgency.

• Verify the PSAP is providing instruction on proper protocol selection

based on the caller’s chief complaint.




3. Call receiving/processing • Verify the PSAP is providing, at a minimum, instruction on local policies

and procedures for processing emergency and non-emergency calls from

delivery through categorization, prioritization, pre-arrival instructions, and

dispatch of appropriate resources.


requirement.




4. Controlling the call • Verify the PSAP is providing, at a minimum, training that focuses on the

knowledge, skills, and abilities to enable a telecommunicator to assist with

a variety of incidents.


requirement.




5. Event categorization • Verify the PSAP is providing, at a minimum, training on the proper

protocol selection based on the caller’s chief complaint.




6. Homeland security/terrorism/WMD • Verify the PSAP is providing, at a minimum, training on PSAP-specific

directives on handling homeland security, terrorism and weapons of mass

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destruction (WMD), to include telecommunicator instructions and/or

check-list procedures.


requirement.




7. Interviewing/interrogation techniques • Verify the PSAP is providing, at a minimum, instruction on requirements

and expectations for gathering and processing information from

emergency callers.


requirement.







requirement.




9. Managing high-risk calls • Verify the PSAP is providing, at a minimum, training on procedural

instructions for managing high- risk telephone calls as identified by the

PSAP.


requirement.




10. Missing/exploited/traffic persons • Verify the PSAP is providing, at a minimum, training the PSAP-specific

directives on handling of missing, exploited or traffic persons incidents, to

include telecommunicator instructions and/or check-list procedures.


requirement.

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11. OJT with DORs • Verify the PSAP is providing, at a minimum, instruction on the PSAP’s



requirement.





12. Protocol Application • Verity the PSAP is providing, at a minimum, training on protocol

application as it relates to the Fire, Medical and Law Enforcement

guidecards/protocols.




13. Protocols – medical, fire, law enforcement • Verify the PSAP is providing, at a minimum, certificated training using

PSAP-approved or agency-developed medical, fire and law enforcement

guidecards/protocols.

• Verify the PSAP has current protocol certifications for each certified

telecommunicator.

14. PSAP specific training requirements • Verify the PSAP is providing, at a minimum, training on calltaker specific

training requirements that exist in the PSAP.

• Verify the PSAP defined titles covered in their calltaker training program

meet this requirement.




15. Special-needs callers • Verify the PSAP is providing, at a minimum, training on procedural

guidance on special needs callers.


requirement.




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16. Specialty Callers • Verity the PSAP is providing, at a minimum, training on procedural

guidance on specialty callers.


requirement.

• Verity the Course Title, Delivery Method, Learning Objective, Hours of



17. Calltakers shall not process calls independently until they are

certified as such by protocol training. • Verify the PSAP has a structure in place to ensure call-takers are not

processing calls independently or without supervision until a call taker is

trained and certified in the appropriate protocols.

• Verify calltaker certification to protocol certification.

DISPATCHER TRAINING REQUIREMENT REVIEW CRITERIA

1. FCC rules • Verify the PSAP is providing, at a minimum, training on the rules of the

FCC related to radios.


requirement.







requirement.







requirement.





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4. PSAP specific training requirements • Verify the PSAP is providing, at a minimum, training on dispatcher


• Verify the PSAP defined titles covered in their dispatcher training

program meet this requirement.




5. Radio communication techniques • Verify the PSAP is providing, at a minimum, training on dispatch

procedures for police, fire and medical incidents.


requirement.




6. Radio discipline • Verify the PSAP is providing, at a minimum, training on the proper use of

the radio system.


requirement.




7. Radio technology & equipment • Verify the PSAP is providing, at a minimum, training on radio technology

and equipment.


requirement.




8. Specific PSAP radio-use written directives • Verify the PSAP is providing, at a minimum, training on the PSAP’s

written directives for radio use.


requirement.




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9. Workstation observation by dispatcher trainee • Verify the PSAP is providing, at a minimum, dedicated time to the

telecommunicator to view the PSAP’s workstation operations with a focus

on dispatch.

• Verify the PSAP defined the length and frequency of time dedicated to the

workstation observation.




SUPERVISOR TRAINING

REQUIREMENT REVIEW CRITERIA 1. Administrative functions • Verify the PSAP is providing, at a minimum, training on the

administrative functions of a PSAP supervisor.

• Verify the PSAP defined titles covered in their Supervisor training


2. Communication skills • Verify the PSAP is providing, at a minimum, training on verbal and

written communication skills to communicate with employees of various

levels within the PSAP as well as stakeholders outside of the PSAP.






3. Evaluation/motivation • Verify the PSAP is providing, at a minimum, training on policies and

procedures for employee evaluations and techniques for motivation.






4. Incident Command for Single Resources & Initial Action Incidents

(ICS-200) • Verify any iteration of ICS-200 is included in the training program






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requirement.




6. Liability • Verify the PSAP is providing, at a minimum, training on liability issues

for supervisors.






7. National Response Framework, An Introduction (IS-800) • Verify any iteration of IS-800 is included in the training program







requirement.





9. PSAP specific training requirements • Verify the PSAP is providing, at a minimum, training on any supervisory







10. Self-assessment • Verify the PSAP is providing, at a minimum, training for supervisor self-

assessment. This type of training is intended to allow the supervisor to

gauge their performance and serve as a basis for a self- development plan.

• Verify the PSAP defined titles and/or activities covered in their

Supervisor training program meet this requirement.

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11. Supervision/Leadership • Verify the PSAP is providing, at a minimum, training on leadership

concepts for supervisors such as goal setting, counseling and coaching

staff, and communication.






12. Supervisor role • Verify the PSAP is providing, at a minimum, training on duties and

responsibilities of a PSAP supervisor position.

• Verify the PSAP defined titles covered in their supervisor training





13. Written directives • Verify the PSAP is providing, at a minimum, training on any supervisory

specific directives that exist in the PSAP.






911 COORDINATOR TRAINING

REQUIREMENT REVIEW CRITERIA 1. 911 Advisory Board attendance - yearly • Verify the PSAP has a requirement for the 911 Coordinator to attend at

least one 911 Advisory Board meeting or PEMA 911 in-service training

each year.




2. (ICS-100) Introduction to the Incident Command System • Verify the PSAP has a requirement for the 911 Coordinator to complete

any iteration of ICS-100

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3. (ICS-200) Incident Command for Single Resources & Initial

Action Incidents • Verify the PSAP has a requirement for the 911 Coordinator to complete





4. (ICS-300) Intermediate ICS for Expanding Incidents • Verify the PSAP has a requirement for the 911 Coordinator to complete





5. (IS-700) Introduction to National Incident Management System • Verify the PSAP has a requirement for the 911 Coordinator to complete

any iteration of IS-700




6. (IS-800) National Response Framework, An Introduction • Verify the PSAP has a requirement for the 911 Coordinator to complete

any iteration of IS-800




7. Industry conference/workshop attendance - biennially • Verify the PSAP has a requirement for the 911 Coordinator to attend at

least one industry conference, such as the PA APCO or PA NENA

conference, every two years.




8. Recommended completion – trainee (basic entry-level)

telecommunicator training • If required by the PSAP, verify the PSAP has a requirement for the 911

Coordinator to complete the trainee (basic entry-level) telecommunicator

training.

CERTIFICATION REQUIREMENT REVIEW CRITERIA

1. Be at least 18 years of age • Verify the PSAP’s telecommunicator certification process includes the

requirement for the candidate to be at least 18 years of age

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• Verify completion of the requirement validation procedure as described by

the PSAP.

2. Possess a high school diploma or general equivalency diploma

(GED)

• Verify the PSAP’s telecommunicator certification process includes the

requirement for the candidate to possess at least a high school diploma or

GED


the PSAP.

3. Be free of a criminal history that would prohibit them from

successfully fulfilling all duties of the position as defined by the

employer.

• Verify the PSAP’s telecommunicator certification process includes

verification the candidate had a criminal history review as defined by the

county.


the PSAP.

4. Meet any additional employer-specific qualifications to be hired

as a telecommunicator (e.g., pre-employment testing)

• A PSAP may include requirements specific to their PSAP as part of the

PSAP’s telecommunicator certification process.

• Verify the PSAP’s telecommunicator certification process includes

verification the candidate has satisfied any additional requirements as

defined by the PSAP.

• Some examples of PSAP specific requirements may include:

o Pre-employment testing

o Typing test

o Hearing/vision testing

5. Complete trainee (basic/entry-level) telecommunicator training

• Verify additional employer-specific-requirement(s) for each identified

certified telecommunicator as described by the PSAP certification

requirement.

6. Certification is valid for two years after the date of issuance. • Verify the PSAP’s certification process includes the requirement that an

employee’s certification as a call-taker, dispatcher, and supervisor shall be

valid for two (2) years from the date it is issued.

• Verify the PSAP’s certification process includes a recertification

completion prior to the two year certification issuance date.

7. Each PSAP shall notify the PEMA 911 Office using the

prescribed methodology, within 30 days of certification issuance

to its telecommunicators.

• Verify the PSAP has identified personnel and developed policies and

procedures to maintain certifications in the PSAPTC as required.

• Verify 30-day certification issuance requirement for each identified

certified telecommunicator as described by the PSAP certification

requirement.


the PSAP.

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8. Each PSAP will certify its call-taker, or equivalent, who

successfully complete training for the position, based on the job

titles and requirements identified in its telecommunicator training

program.

• Verify the PSAP established requirements, policies, and procedures to

certify their employees as a calltaker.

• Verify completion of PSAP described certification requirement for job

position.

9. Each PSAP will certify its dispatchers, or equivalent, who



program.


certify their employees as a dispatcher.


position.

10. Each PSAP will certify its supervisors, or equivalent, who



program.


certify their employees as a supervisor.


position.

RECERTIFICATION REQUIREMENT REVIEW CRITERIA

1. Maintain trainee (basic/entry-level) telecommunicator training

completion • Verify the PSAP established a process to maintain trainee requirements as

described by the PSAP recertification requirement.


the PSAP.

2. Each PSAP will recertify its call-taker, or equivalent, based on the

requirements identified in its telecommunicator training program.

• Verify the PSAP established a process to recertify their employees as a

calltaker as described by the PSAP recertification requirement.


the PSAP.

3. Each PSAP will recertify its dispatchers, or equivalent, based on

the requirements identified in its telecommunicator training

program.


dispatcher as described by the PSAP recertification requirement.


the PSAP.

4. Each PSAP will certify its supervisors, or equivalent, based on the



supervisor as described by the PSAP certification requirement.


the PSAP.



employer.

• Verify the PSAP’s telecommunicator recertification process includes

verification the candidate has a free criminal history as defined by the

county.

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the PSAP.

6. The recertification process shall include a requirement for each

defined position to complete at a minimum 24 continuing

education unit (CEU) requirements every two years.

• Verify the PSAP’s requirements to recertify their telecommunicators must

include at least 24 units or hours of continuing education every two years

as described by the PSAP certification requirement.


the PSAP.


prescribed methodology, within 30 days of recertification issuance


• Verify the PSAP has identified personnel and developed policies and

procedures to maintain 30-day recertification issuance requirement in the

PSAPTC as required as described by the PSAP certification requirement.


the PSAP.

CONTINUING EDUCATION REQUIREMENT REVIEW CRITERIA




• Verify the PSAP has requirements to recertify their telecommunicators

must include at least 24 units or hours of continuing education every two

years.

ANNUAL REVIEWS


1. A PSAP’s telecommunicator training program and related

materials shall be evaluated and revised annually by the PSAP for

relevance and quality.

• Verify the PSAP reviewed its training programs and training materials

annually to ensure they are current, accurate, and meet the minimum

requirements.

• Verify the PSAP has policies and procedures in place to ensure the review

is completed annually.

2. A PSAP’s QA/QI program and related materials shall be

evaluated and revised annually by the PSAP for relevance and

quality.

• Verify the PSAP reviewed its QA/QI programs and materials annually to

ensure they are current, accurate, and meet the minimum requirements.

• Verify the PSAP has policies and procedures in place to ensure the review

is completed annually.

POINT OF CONTACT


1. Each PSAP shall designate a training point of contact (POC)

for its telecommunicator training program.

• Verify the PSAP documented a point of contact (POC) for their

telecommunicator training program.

2. Each PSAP will designate a QA/QI point of contact (POC)

for its QA/QI program.

• Verify the PSAP documented a point of contact (POC) for their

QA/QI program.

QUALITY ASSURANCE TRAINING

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1. Each PSAP in the Commonwealth is responsible for providing

QA/QI program training and any associated instructional materials

and resources.

• Verify the PSAP is providing, at a minimum, training on the QA/QI

program and materials.

QUALITY ASSURANCE


1. Case review criteria - Identify the types of incidents to review

and what criteria to evaluate • Verify the PSAP has written directives that identify the type, number, and

frequency of incidents that will be reviewed. The PSAP must also identify

the criteria that will be evaluated as part of a QA process.

2. Case review criteria - Establish written directives that clearly

define the case review criteria • Verify the PSAP has written directives that identify the criteria that will be

evaluated as part of a QA review.

3. Case review criteria – A PSAP QA program shall include review

criteria for randomly selected events • Verify the PSAP has written directives that include randomly selected

events

4. Case review criteria – A PSAP QA program shall include review

criteria for catastrophic events • Verify the PSAP has written directives to include catastrophic events

• Verify “catastrophic events” is defined

5. Case review criteria – The PSAP shall ensure a sufficient number

of case reviews for each employee each month • Verify the PSAP has written directives that ensure a sufficient number of

case reviews for each employee every month

6. Case review criteria - The PSAP should, in the normal course of

business, review at least 2 percent of all emergency calls for

service.

• Verify the PSAP’s minimum case review threshold meet the 2% case

review criteria

• If not, determine if the PSAP has an approved PEMA exception to the 2%

case review requirement.

• If so, verify the PSAP’s modified threshold meets the modified case

review criteria.

7. Case review criteria – The PSAP shall define how it calculates

the 2 percent threshold in its QA program. • Verify the PSAP’s directives define how the PSAP’s case review threshold

is calculated

8. Case review criteria - Any other event as defined by the PSAP in

its QA program • Verify the PSAP has written directives to identify “other” events reviewed

and evaluated within the QA program.

9. Evaluation guidelines – The PSAP shall establish written

directives that clearly define the methods used to measure the

quality of performance.

• Verify the PSAP has written directives that define the methods used to

measure the quality of performance.

10. Evaluation guidelines – The PSAP shall establish and adopt

performance scoring measurement criteria to ensure consistency in

case evaluations.

• Verify the PSAP has written directives to ensure consistency in case

evaluations within the performance scoring measurement criteria.

11. Record keeping - The PSAP shall ensure records are kept for

individuals and the PSAP. • Verify the PSAP has record keeping procedures for individuals and the

PSAP.

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12. Record keeping - The PSAP shall establish a record-keeping

system. • Verify the PSAP has written directives to support its record-keeping

system.

13. Record-keeping - The PSAP shall establish a mechanism for

disseminating QA scores to the appropriate personnel on a regular

basis.

• Verify the PSAP has written directives to establish the dissemination of

QA scores to appropriate personnel.

14. Reporting & Feedback - The PSAP shall ensure QA review

results are disseminated to appropriate personnel in accordance

with the PSAP’s written directives and evaluation guidelines.

• Verify the PSAP has written directives to disseminate QA reviews to

appropriate personnel as described within the PSAP’s written directives

and guidelines.

15. Reporting & Feedback - The PSAP shall ensure that QA review

results are given to the telecommunicator within 30 calendar days

of the occurrence of the event.

• Verify the PSAP is disseminating, within 30 days of the occurrence of the

event, the results of a QA review to the telecommunicator.

• Verify the PSAP has written directives and guidelines that defines the

method, policies, procedures and timing for disseminating the results of a

QA review.

QUALITY IMPROVEMENT REQUIREMENT REVIEW CRITERIA

1. A PSAP QI program shall include the following elements: Identification of performance gaps

• Verify the PSAP has written directives that identify individual

performance gaps that will be evaluated as part of the QA review process.

• Verify the PSAP has written directives that identify PSAP performance

gaps that will be evaluated as part of the QA review process.

2. A PSAP QI program shall include the following elements: Evaluation of strengths and weaknesses.

• Verify the PSAP has written directives that evaluate individual strengths

and weakness as identified during the QA review process.

• Verify the PSAP has written directives that evaluate PSAP strengths and

weakness as identified during the QA review process.

3. A PSAP QI program shall include the following elements: Commendations for superior performance.

• Verify the PSAP has written directives to recognize individual superior

performance as identified during the QA review process.

• Verify the PSAP has written directives to recognize PSAP superior

performance as identified during the QA review process.

4. Remediation referral for disciplinary action pursuant to the

PSAP’s written directives. • Verify the PSAP has directives in place that define disciplinary

policies, procedures, and criteria as part of a QA/QI program.

• Verify the PSAP defines the disciplinary or other personnel actions

that are appropriate for the circumstances. 5. Action plans to address individual as well as PSAP performance

issues in response to QA findings. • Verify the PSAP has written directives in place to assist with individual

performance improvement and/or issues that includes action plans.

• Verify the PSAP has written directives to assist with PSAP performance

improvement and/or issues that includes action plans.

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AGENCY-DEVELOPED PROTOCOLS

REQUIREMENT REVIEW CRITIERIA

1. PSAP-developed programs shall comply with following criteria:

Develop training, certification and recertification processes for the

appropriate call-taking protocol(s) with minimum requirements

defined.

• Verify the PSAP has written directives for the certification and

recertification processes of the PSAP- developed call-taking protocols.

2. Minimum continuing education requirements and performance

appraisal with a formal assessment of knowledge and skills after a

pre-defined time period (e.g., every two years).

• Verify the PSAPs has written directives for the continuing education

requirements and a method to assess a telecommunicator’s understanding

and ability on a recurring basis in support of the PSAP-developed

protocols.

3. Call-taking protocols shall contain questions and a decision

support process to facilitate correct call categorization and

prioritization.

• Verify the PSAP-developed protocol system has questions and a process in

place to allow for calls to be categorized and prioritized correctly and

consistently among telecommunicators.

4. Call-taking protocols shall provide a specific, reproducible set of

PSAP approved codes for classifying calls and assigning a

response, with tiered response levels and response types

associated with each code.

• Verify the PSAP-developed protocol system has a set of codes to

determine the response level and response mode for each chief complaint.

5. Call-taking protocols shall contain pre-arrival instructions for

callers that are designed to provide specific, safe, and appropriate

actions for the layperson caller to promote the safety, welfare, and

successful outcome of the call for service.

• Verify the PSAP developed protocol system includes prearrival

instructions or scripted instructions provided by the call-taker to the caller

to help prior to arrival of the field provider.

6. Each PSAP shall establish minimum protocol-compliance

standards including each area of the protocol used (e.g., address

verification, chief complaint or incident type identification, caller

interrogation questions, pre-arrival instructions, call classification

and coding, and overall case compliance).

• Verify each section of the PSAP-developed protocol system (chief

complaint section, specific chief complaint questions, case exit, and pre-

arrival instructions) has established performance measurements and a

process for assessing performance.

7. Each PSAP shall establish contingency/alternate (pre-arrival)

instructions for large-scale incidents and disasters. • Verify the PSAP has as part of the PSAP-developed protocol system, a

contingent or an alternate method to provide instructions due to

circumstances that may adversely impact a telecommunicator’s ability to

receive, process, dispatch and monitor emergency calls for assistance.

RETENTION OF RECORDS REQUIREMENT REVIEW CRITIERIA

1. The records shall be retained for at least three years starting at the

time the certification document or the supporting documents were

signed and dated by the proper signatory to the document.

• Verify the PSAP has requirements to maintain training, certification and

QA/QI records for a telecommunicator trainee, calltaker, dispatcher,

supervisor and 911 Coordinator for at least three years, or longer.

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VII. PSAP EMPLOYEE RECORDS REVIEW CRITERIA (BEGINNING IN 2021)

Reviews beginning in 2021 will consist of reviewing PSAP program elements to determine compliance with minimum requirements and reviewing a sample of a

PSAP’s employee records to verify compliance with the minimum requirements, 911 Program requirements, and the PSAP’s curriculum, policies, procedures,

written directives, etc. A random selection of the PSAP certified call-takers, dispatchers and supervisors (to include completion of the trainee requirements) will

be reviewed. Below are the review criteria for employee records as part of a certification review.

TRAINEE TRAINING


1. Back-up/contingency procedure training • Verify employee completed training requirement(s) and validation is

documented.

2. Cardiopulmonary resuscitation (CPR) certification • Verify employee completed training requirement and certification is

documented.

3. Governmental & private resources • Verify employee completed training requirement(s) and validation is

documented.

4. HAZMAT awareness • Verify employee completed training requirement(s) and validation is

documented.

5. Industry recognized basic public safety telecommunicator course

that covers all topics included in APCO ANS 3.103.2.2015 -

Minimum Training Standards for Public Safety Telecommunicators.

• Verify employee completed training requirement and certification is

documented.

6. (ICS-100) Introduction to the Incident Command System • Verify employee completed training requirement and certification is

documented.

7. (IS-700) Introduction to the National Incident Management System • Verify employee completed training requirement and validation is

documented.

8. Job-related equipment training w/ practical demonstration • Verify employee completed training requirement(s) and validation is

documented.

9. Job-related equipment/skill • Verify employee completed training requirement and validation is

documented.

10. Jurisdiction-specific geography training • Verify employee completed training requirement(s) and validation is

documented.

11. Local governance structure • Verify employee completed training requirement(s) and validation is

documented.

12. Media information/dissemination • Verify employee completed training requirement(s) and validation is

documented.

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13. OJT w/DOR’s • Verify the PSAP completed job position DORs for employee job

position.

14. PEIRS • Verify employee completed training requirement(s) and validation is

documented.

15. PSAP and departmental written directives • Verify employee completed training requirement(s) and validation is

documented.

16. PSAP specific training requirement • Verify employee completed training requirement(s) and validation is

documented.

17. Quality Assurance/Quality Improvement training • Verify employee completed training requirement(s) and validation is

documented.

18. Security • Verify employee completed training requirement(s) and validation is

documented.

19. Workstation observation • Verify employee completed training requirement(s) and validation is

documented.

CALL-TAKER TRAINING REQUIREMENT REVIEW CRITIERIA

1. Aircraft/rail/marine incidents • Verify employee completed training requirement(s) and validation is

documented.

2. Call categorization/priorization • Verify employee completed training requirement(s) and validation is

documented.

3. Call receiving/processing • Verify employee completed training requirement(s) and validation is

documented.

4. Controlling the call • Verify employee completed training requirement(s) and validation is

documented.

5. Event categorization • Verify employee completed training requirement(s) and validation is

documented.

6. Homeland security/terrorism/WMD • Verify employee completed training requirement(s) and validation is

documented.

7. Interviewing/interrogation techniques • Verify employee completed training requirement(s) and validation is

documented.

8. Job-related equipment/skill • Verify employee completed training requirement(s) and validation is

documented.

9. Managing high-risk calls • Verify employee completed training requirement(s) and validation is

documented.

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10. Missing/exploited/traffic persons • Verify employee completed training requirement(s) and validation is

documented.

11. OJT with DORs • Verify the PSAP completed job position DORs for employee job

position certification.

12. Protocol application • Verify employee completed training requirement(s) and validaton is

documented.

13. Protocols – medical, fire, law enforcement • (Medical) Verify employee completed training requirement(s) and

certification is documented.

• (Fire) Verify employee completed training requirement(s) and

certification is documented.

• (Law Enforcement) Verify employee completed training requirement(s)

and certification is documented

14. Special-needs callers • Verify employee completed training requirement(s) and validation is

documented.

15. Specialty callers • Verify employee completed training requirement(s) and validation is

documented.


documented.

17. Calltakers shall not process calls independently until they are

certified as such by protocol training. • Verify calltaker certification date to protocol certification date.

DISPATCHER TRAINING REQUIREMENT REVIEW CRITIERIA

1. FCC rules • Verify employee completed training requirement(s) and validation is

documented.

2. Job-related equipment training/skill • Verify employee completed training requirement(s) and validation is

documented.



4. Radio communication techniques • Verify employee completed training requirement(s) and validation is

documented.

5. Radio discipline • Verify employee completed training requirement(s) and validation is

documented.

6. Radio technology & equipment • Verify employee completed training requirement(s) and validation is

documented.

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7. Specific PSAP radio-use written directives • Verify employee completed training requirement(s) and validation is

documented.

8. Workstation observation by dispatcher trainee • Verify employee completed training requirement(s) and validation is

documented.


documented.

SUPERVISOR TRAINING REQUIREMENT REVIEW CRITERIA

1. Administrative functions • Verify employee completed training requirement(s) and validation is

documented.

2. Communication skills • Verify employee completed training requirement(s) and validation is

documented.

3. Evaluation/motivation • Verify employee completed training requirement(s) and validation is

documented.


Action Incidents

• Verify employee completed training requirement and certification is

documented in PSAPTC.

5. (IS-800) National Response Framework, An Introduction • Verify employee completed training requirement and certification is

documented.

6. Job-related equipment/skill • Verify employee completed training requirement and validation is

documented.

7. Liability • Verify employee completed training requirement and validation is

documented.



9. PSAP specific training requirements • Verify employee completed training requirement(s) and validation is

documented.

10. Self-assessment • Verify employee completed training requirement(s) and validation is

documented.

11. Supervision/Leadership • Verify employee completed training requirement(s) and validation is

documented.

12. Supervisor role • Verify employee completed training requirement(s) and validation is

documented.

13. Written directives • Verify employee completed training requirement(s) and validation is

documented.

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911 COORDINATOR TRAINING


1. 911 Advisory Board attendance - yearly • Verify the 911 coordinator attended at least one 911 Advisory Board

meeting or PEMA 911 in-service training each year.

2. (ICS-100) Introduction to the Incident Command System • Verify employee completed training requirement and certification is

documented.


Action Incidents • Verify employee completed training requirement and certification is

documented.

4. (ICS-300) Intermediate ICS for Expanding Incidents • Verify employee completed training requirement and certification is

documented.

5. (IS-700) Introduction to National Incident Management

System • Verify employee completed training requirement and certification is

documented.

6. (IS-800) National Response Framework, An Introduction • Verify employee completed training requirement and certification is

documented.

7. Industry conference/workshop attendance - biennially • Verify the 911 Coordinator attended at least one industry conference,

such as the PA APCO or PA NENA conference, every two years.

8. Recommended completion – trainee (basic entry-level)

telecommunicator training

• If required by the PSAP, verify the 911 Coordinator completed the

trainee (basic entry-level) telecommunicator training.

CERTIFICATION REQUIREMENT REVIEW CRITIERIA

1. Be at least 18 years of age • Verify the employee meets the minimum age requirement.

2. Possess a high school diploma or general equivalency diploma

(GED) • Verify the employee meets the high school diploma or general equivalency

diploma requirement.



employer.

• Verify the employee meets the criminal history requirement as defined by

the PSAP.

4. Meet any additional employer-specific qualifications to be hired

as a telecommunicator (e.g., pre-employment testing) • Verify the employee meets the additional employer-specific qualifications

as defined by the PSAP.

5. Complete trainee (basic/entry-level) telecommunicator training

• Verify employee completed training requirement and validation is

documented in the prescribed PEMA system.

6. Certification is valid for two years after the date of issuance. • Verify the employee’s certification is valid for two years.


prescribed methodology, within 30 days of certification issuance


• Verify the employee’s certification is documented in the prescribed PEMA

system within the 30-day certification issuance.

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8. Each PSAP will certify its call-taker, or equivalent, who



program.

• Verify the employee completed the calltaker minimum requirements and a

certification is documented in the prescribed PEMA system.

9. Each PSAP will certify its dispatchers, or equivalent, who



program.

• Verify the employee completed the dispatcher minimum requirements and

a certification is documented in the prescribed PEMA system.

10. Each PSAP will certify its supervisors, or equivalent, who



program.

• Verify the employee completed the supervisor minimum requirements and

a certification is documented in the prescribed PEMA system.

RECERTIFICATION REQUIREMENT REVIEW CRITIERIA

1. Maintain trainee (basic/entry-level) telecommunicator training

completion • Verify the employee maintained the trainee (basic/entry-level)

telecommunicator training requirements.

2. Each PSAP will recertify its call-taker, or equivalent, based on the


• Verify the employee maintained the supervisor minimum requirements

and a recertification is documented.

3. Each PSAP will recertify its dispatchers, or equivalent, based on the



and a recertification is documented

4. Each PSAP will certify its supervisors, or equivalent, based on the



and a recertification is documented



employer.

• Verify the employee meets the criminal history requirement as defined by

the PSAP.


defined position to complete at a minimum 24 continuing education

unit (CEU) requirements every two years.

• Verify the employee completed the minimum 24 continuing education

unit (CEU) requirements every two years.

7. Each PSAP shall notify the PEMA 911 Office using the prescribed

methodology, within 30 days of recertification issuance to its

telecommunicators.

• Verify the employee’s recertification is documented in the prescribed

PEMA system within the 30-day certification issuance.

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CONTINUING EDUCATION





• Verify the employee completed the minimum 24 continuing education unit

(CEU) requirements every two years.

QUALITY ASSURANCE REQUIREMENT REVIEW CRITIERIA

1. Record keeping - The PSAP shall ensure records are kept for

individuals and the PSAP. • Verify the employee’s QA review results are maintained according to

the PSAP record keeping requirements.

2. Reporting & Feedback - The PSAP shall ensure that QA review

results are given to the telecommunicator within 30 calendar days of

the occurrence of the event.

• Verify the employee received their QA review results within 30 calendar

days of the occurrence of the event.

QUALITY IMPROVEMENT


1. A PSAP QI program shall include the following elements: Identification of performance gaps

• Verify the employee’s performance gaps are documented in the QA

review results

2. A PSAP QI program shall include the following elements: Evaluation of strengths and weaknesses.

• Verify the employee’s strengths and weakness are documented in the QA

review results.

3. A PSAP QI program shall include the following elements: Commendations for superior performance.

• Verify the employee’s superior performance are documented in the QA

review results.

4. Remediation referral for disciplinary action pursuant to the

PSAP’s written directives. • Verify the employee’s disciplinary action follows the PSAP’s written

directive.

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VIII. POST CERTIFICATION REVIEW – COMPLIANT PROGRAM

Conflict of Interest

1. PEMA 911 office seeks to avoid all conflicts of interest that may compromise the

integrity of the review process. Current PEMA employee(s), with past PSAP

employment, should refrain from that PSAP’s review.

PEMA Responsibility

1. Review PSAP’s training, certification and QA/QI program information and attachments

for compliance to minimum requirements

a. Training Program review

▪ Training Courses by job position

▪ Certifications

▪ Continuing Education

▪ Protocols

b. QA/QI Program review

▪ QA program

▪ QI program

c. Employee Certification review

d. Employee QA/QI review

2. Document compliance conformity

a. Compliance – information supports the minimum requirements

b. Noncompliance – information does not meet the intent of the requirements

▪ Noncompliance information will be reviewed by 2 or more PEMA

personnel prior to PSAP notification

c. In Review – additional clarifying information requested of PSAP

d. PSAP Specific – information documented supports PSAP specific curriculum

beyond the minimum requirements

3. Review PSAP personnel information and attachments for compliance to minimum

requirements

a. Training certification

b. QA/QI compliance

c. Note: A random sample of registered personnel (whichever is greater) will be

reviewed for compliance

4. Document compliance conformity

a. Compliance – information supports the minimum requirements

b. Noncompliance – information does not meet the intent of the requirements

▪ Noncompliance information will be reviewed by 2 or more PEMA

personnel prior to PSAP notification

c. In Review – additional clarifying information requested of PSAP

d. PSAP Specific – information documented supports PSAP specific curriculum

beyond the minimum requirements

Certification Review Summary Report

1. Following PEMA’s assessment of a PSAP’s Training/Certification and/or QA/QI

programs, a summary report will be sent to the PSAP and elected officials:

a. Training/Certification Program – Compliant

b. Training/Certification Program – Non-compliant

c. QA/QI Program – Compliant

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d. QA/QI Program – Non-compliant

e. Note: Non-compliant report will be used when one or more items are marked

“non-compliant” by PEMA as part of a certification review.

f. Note: Prior to PSAP compliant/non-compliant notification, PEMA Deputy

Director will be notified of PSAP’s certification summary report findings.

2. PSAP’s that are compliant, PEMA will issue a certificate to a PSAP certifying their

training and/or QA/QI programs

PSAP meets minimum requirements

1. If a PSAP’s training and QA/QI programs meet the minimum requirements:

a. PEMA will issue a report to the PSAP and elected officials stating the PSAP is

fully compliant with the minimum requirements.

b. PEMA will certify the PSAP’s training program and the PSAP’s QA/QI program

as compliant with the minimum requirements.

c. The certification date will be the date the report was issued

i. The initial certification will expire on the last day of the calendar quarter

in which the PSAP is to receive their next review. Some initial PSAP

program certifications from PEMA will expire in 2021 while others will

expire in 2022.

ii. All subsequent program certifications will be valid for 2 years.

d. After program certification, the PSAP will be expected to meet all adopted

training, certification, QA/QI, and administration requirements.

e. Key reminders:

i. PEMA is responsible for certifying the PSAP’s programs; PSAPs are

responsible for certifying their employees.

ii. The PSAP will have 90 calendar days from the PEMA program

certification date to register all current telecommunicators in the

PSAPTC software.

iii. Once a PSAP’s training program is certified by PEMA, any current

telecommunicators who do not meet the PSAP’s current requirements

for training and certification will have one year to comply with the

PSAP’s requirements as outlined in the training program certified by

PEMA.

iv. Each PSAP shall notify the PEMA 911 Office using the PSAPTC,

within 30 days of certification issuance to its telecommunicators

IX. POST CERTIFICATION REVIEW – NON-COMPLIANT PROGRAM

1. If aspects of a PSAP’s training and/or QA/QI programs do not meet the minimum

requirements, PEMA will follow the “Corrective Action Directives” document.