Ohio Administrative Code|Rule 5507-1-07 | Minimum training standards.

                                                
(A) The state ESINet steering committee
		  shall oversee the development, implementation and revision of minimum training
		  standards for telecommunicators who answer and process 9-1-1 requests for
		  service in the state of Ohio and ensure they are kept up to date with industry
		  standards. Resources to consult with include the national emergency number
		  association, the association of public safety communication officials, the
		  United States department of transportation and other industry
		  resources.
(B) The office of the 9-1-1 administrator
		  will establish a process for certifying that telecommunicators meet the minimum
		  training requirements contained in this rule.
(C) Any person who answers 9-1-1 requests
		  for service shall be trained to the minimum training standards before handling
		  such 9-1-1 requests without direct oversight.
(D) The components of the minimum
		  training program required are listed in this paragraph. Agencies can utilize a
		  commercially available program that contains these components, or develop a
		  local training program that contains the required instructional components.
		  Training will consist of a minimum of forty hours of instruction.
(1) Component 1 - general
			 knowledge
(a) Knowledge and awareness of population and
				demographics
(b) Knowledge and awareness of geography
(c) Knowledge and awareness of first responder agencies and their
				jurisdictions
(d) Knowledge and awareness of the incident command system (ICS),
				national incident management system (NIMS), federal, state and local
				interoperable communication plans and federal, state and local emergency
				operations plans
(2) Component 2 - general
			 skills
(a) Ability to quickly process information and make logical
				decisions
(b) Stress management
(c) Provide good customer service
(d) Multi-task in a fast-paced environment
(e) Work effectively with others to solve problems
(f) Communicate clearly in written and oral form,
				especially when relaying emergency information to first responders or
				communicating with the public requesting emergency assistance
(g) Ability to operate and/or respond to emergency alerts,
				including but not limited to amber, blue, missing adult, and emergency weather
				alerts
(h) Ability to achieve and maintain certification and
				operate applications and databases necessary to answer and process 9-1-1
				requests for service
(3) Component 3 - agency
			 skills
(a) Ability to operate agency computer
				equipment
(b) Ability to operate agency telecommunication
				equipment
(c) Ability to operate agency computer applications and
				systems
(d) Ability to read, comprehend and apply agency policies
				and procedures
(4) Component 4 - call taking
			 skills
(a) Ability to answer and process calls in accordance with
				established procedures
(b) Ability to obtain complete information
(c) Ability to properly classify and prioritize the request for
				service
(d) Ability to process available information to identify
				conditions that may affect safety
(e) Ability to document call details accurately
(f) Ability to accurately verify, document and relay initial
				dispatch information
(g) Ability to handle/de-escalate hostile, hysterical or
				difficult callers to obtain information
(h) Ability to initiate emergency call tracing procedures
				and subscriber information requests in exgent circumstances
(i) Ability to recognize phase 1 versus phase 2 location
				technology, understanding how to use both
(j) Understanding the procedures for processing and
				responding to text messages, photos and video sent to 9-1-1, if
				applicable


Last updated August 20, 2021 at 8:53 AM