ANS 3.105.1.201x APCO NENA Training ADA Standard FINAL

CANDIDATE APCO/NENA ANS 3.105.1-‐201x Minimum Training Standard for TTY/TDD Use in the Public Safety Communications Center Draft for Public Review and Comment December 12, 2014 – January 26, 2015 To submit comments, email [email protected] Note: When submitting comment(s), include comment, suggested resolution and reference the page and line number(s) related to the comment(s). If you have any questions and / or need any further information, contact [email protected] or 919-‐625-‐6864
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Candidate APCO/NENA ANS 3.105.1-201x
This standard was written by The APCO International Workgroup with assistance of the APCO
Communications Center Standards Committee and approved by the APCO Standards
Development Committee on XXXX. Final approval of this document as an American National
Standard was received from ANSI on XXXX.
Abstract: This standard addresses the minimum training requirements, in general, necessary
to foster levels of consistency for all personnel in an emergency communications environment
assigned to answering TTY/TDD calls for service specifically in the Public Safety environment.
This standard responds to the valid needs of the rapidly expanding and ever-changing industry,
providing competent training standards while defining training in certain knowledge, skills, and
abilities, and recognizing the need to supplement basic competencies with agency-specific
information and existing equipment-use parameters.
Keywords: ADA, Title II, Americans with Disabilities, hearing impaired, speech impaired, deaf,
blind, disability, relay service, interpreter, training, telecommunicator, dispatcher,
communications officer, call-taker, communications operator, public safety communications,
training, 9-1-1, and emergency services.
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 2 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 24
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Table of Contents
Foreword*.................................................................................................................................. 4
Letter from the APCO NENA ADA Workgroup Chair* .................................................. 8
Acknowledgements* ................................................................................................................. 9
APCO Standards Development Committee (SDC)* ............................................................ 10
Acronyms and Abbreviations* .............................................................................................. 11
Chapter 1 Introduction ......................................................................................................... 12
Chapter 2 Agency Responsibilities ....................................................................................... 19
Chapter 3 Organizational Integrity ..................................................................................... 24
Chapter 4 General Knowledge and Skills............................................................................. 24
Chapter 5 Tools, Equipment, and Technology..................................................................... 26
Chapter 6 Professional Competence .................................................................................... 26
Chapter 7 Core Competencies of the Telecommunicator ................................................... 27
References and Appendices*.................................................................................................. 32
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 3 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 64
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Foreword*
APCO International is the world's largest organization of public safety communications
professionals. It serves the needs of public safety communications practitioners worldwide and the welfare of the general public as a whole - by providing complete expertise,
professional development, technical assistance, advocacy and outreach.
The 2014 - 2015 APCO International Board of Directors:
John Wright, President
Brent Lee, First Vice President
Cheryl Greathouse, Second Vice President
Georggina Smith, Immediate Past President
Derek Poarch, Ex-Officio
APCO International standards are developed by APCO committees, projects, task forces,
work-groups and collaborative efforts with other organizations coordinated through the
APCO International Standards Development Committee (SDC). Members of the committees
are not necessarily members of APCO. Members of the SDC are not required to be APCO
members. All members of APCO's committees, projects, and task forces are subject matter
experts who volunteer and are not compensated by APCO. APCO standards activities are
supported by the Comm. Center & 9-1-1 Services Department of APCO International.
For more information regarding
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APCO International and APCO standards please visit:
www.apcointl.org
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www.apcostandards.org
*Informative material and not a part of this American National Standard (ANS)
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 4 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 99
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APCO American National Standards (ANS) are voluntary consensus standards. Use of any
APCO standard is voluntary. This standard does not imply that there are no other minimum
qualifications related to public safety communications training officers. All standards are
subject to change. APCO ANS are required to be reviewed no later than every five years. The
designation of an APCO standard should be reviewed to ensure you have the latest edition of
an APCO standard, for example:
APCO ANS 3.101.1-2007 = 1- Operations, 2- Technical, 3-Training
APCO ANS 3.101.1-2007 = Unique number identifying the standard
APCO ANS 3.101.1-2007 = The edition of the standard, which will increase after each
revision
APCO ANS 3.101.1-2007 = The year the standard was approved and published, which may
change after each revision.
The latest edition of an APCO standard cancels and replaces older versions of the APCO
standard. Comments regarding APCO standards are accepted any time and can be submitted to
[email protected], if the comment includes a recommended change, it is requested
to accompany the change with supporting material. If you have a question regarding any
portion of the standard, including interpretation, APCO will respond to your request following
its policies and procedures. ANSI does not interpret APCO standards; they will forward the
request to APCO.
APCO International adheres to ANSI's Patent Policy. Neither APCO nor ANSI is responsible
for identifying patents for which a license may be required by an American National Standard
or for conducting inquiries into the legal validity or scope of any patents brought to their
attention.
No position is taken with respect to the existence or validity of any patent rights within this
standard. APCO is the sole entity that may authorize the use of trademarks, certification marks,
or other designations to indicate compliance with this standard.
Permission must be obtained to reproduce any portion of this standard and can be obtained by
contacting APCO International's Comm Center & 9-1-1 Services Department. Requests for
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 5 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 135
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information, interpretations, and/or comments on any APCO standards should be submitted in
writing addressed to:
APCO SDC Secretary, Communications Center & 9-1-1Services
APCO International
351 N. Williamson Blvd
Daytona Beach, FL 32114 USA
[email protected]
*Informative material and not a part of this American National Standard (ANS)
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 6 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 174
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NENA serves the public safety community as the only professional organization solely focused
on 9-1-1 policy, technology, operations, and education issues. With more than 7,000 members in
48 chapters across North America and around the globe, NENA promotes the implementation
and awareness of 9-1-1 and international three-digit emergency communications systems.
NENA works with public policy leaders; emergency services and telecommunications industry
partners; like-minded public safety associations; and other stakeholder groups to develop and
carry out critical programs and initiatives; to facilitate the creation of an IP-based Next
Generation 9-1-1 system; and to establish industry leading standards, training, and certifications.
NENA Executive Board
Christy Williams, ENP, President
Cheri Lynn Rockwell, First Vice President
Renee Hardwick, ENP, Second Vice President
Bernard "Buster" Brown. ENP, Immediate Past President
Brian Fontes, Chief Executive Officer
*Informative material and not a part of this American National Standard (ANS)
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 7 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 218
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Letter from the APCO NENA ADA Workgroup Chair*
On behalf of public safety communications professionals across the nation, the ADA SubCommittee worked to complete comprehensive TTY/TDD Minimum Training Standards for
Public Safety Telecommunicators. The Committee, consisting of a group of working public
safety communications professionals from various size agencies and backgrounds, along with
members of The Los Angeles City Department of Disability, Texas Commission on state
Emergency Communications and the Washington State 9-1-1/TTY Education, Hearing, Speech
and Deafness Center worked exhaustively to seek out and include current and relative
information for this standard. The focus of this TTY/TDD Training standard for Public Safety
Telecommunicators is to provide a consistent level of training needed for Telecommunicators to
effectively triage and evaluate TTY/TDD calls. It is expected that every Telecommunicator that
may be placed in the position of answering a TTY/TDD call be trained to this standard prior to
being released to work independently on the dispatch floor. In this ever-changing environment
there is a realization that this standard does not address the potential impact that Next Gen 9-1-1
may have on the handling of TTY/TDD calls. APCO has a white paper that is being published
that reviews and addresses many of the questions and concerns Next Gen 9-1-1 may have on
TTY/TDD calls.
The Committee thanks those on the APCO International Executive Council who assisted in
disseminating this standard for review by the membership and the public safety professionals
who reviewed the standard in draft form. It is this type of collaboration between industry
professionals that increases the high degree of professionalism we all seek within our agencies.
Sherry Taylor
ADA Sub-Committee Committee Chair
*Informative material and not a part of this American National Standard (ANS)
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 8 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 249
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Acknowledgements*
Special recognition to the SDC ADA APCO NENA Workgroup that provided the pertinent
research needed to successfully update this candidate standard.
APCO Standards Development Committee (SDC) NENA ADA Workgroup
Sherry Taylor, Chair
Indianapolis Fire Department Communications Division, IN
Frank Kiernan
Meriden Emergency Communications, CT
Angela Bowen
Georgia Public Safety Training Center, Georgia
Toni Dunne
Intrado, CO
Cheryl Greathouse
Georgia Public Safety Training Center, Georgia
Donna Platt - NENA Accessibility Committee
N.C. Department of Health and Human Services, NC
Richard Ray – NENA Accessibility Committee
Kerry Coward – NENA Accessibility Committee
Crystal McDuffie, ENP, RPL, Secretary
APCO International
*Informative material and not a part of this American National Standard (ANS)
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center. 9 Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center 288
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APCO Standards Development Committee (SDC)*
Frank Kiernan, Chair
Meriden Emergency Communications, CT
Sherry Taylor, Vice Chair
Indianapolis Fire Department Communications Division, IN
Carol Adams, RPL
Stafford County Sheriff’s Office, VA
Dr. Daniel Devasirvatham
Battelle Energy Alliance, ID
Chris Fischer
APCO International Past President, WA
Mark J.Fletcher, ENP
AVAYA, NJ
Jason Friedburg
EmergenSee, PA
Debbie Gailbreath, RPL
Sarasota County Sheriff’s Office, FL
James Leyerle, ENP
OnStar, MI
Nate McClure
AECOM. VA
Daniel Morelos
Tucson Airport Authority, AZ
Jerry Schlesinger
City of Portland, OR
Bradford S. Smith
Framingham Fire Department, MA
Judith Weshinsky-Price
Amarillo Emergency Communications Center, TX
Crystal McDuffie, ENP, RPL, Secretary
APCO International
*Informative material and not a part of this American National Standard (ANS)
Draft for Public Review and Comment Only, submit all comments to [email protected] by XXX. Candidate APCO/NENA ANS 10 3.105.1-‐201x: Minimum Training Standard for TDD/TTY Use in the Public Safety Communications Center.