2018 - 2019
Florida Department of Education
Curriculum Framework 

Program Title:	Public Safety Telecommunication
Program Type:	Career Preparatory
Career Cluster:	Law, Public Safety & Security

PSAV	
Program Number	P090101	
CIP Number	0743039900	
Grade Level	30, 31	
Standard Length	232 hours	
Teacher Certification	Refer to the Program Structure section.	
CTSO	N/A	
SOC Codes (all applicable) 	43-5031 Police, Fire, and Ambulance Dispatchers	
CTE Program Resources 	http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml	
Basic Skills Level	N/A	

Purpose

This program offers a sequence of courses that provides coherent and rigorous content aligned with challenging academic standards and relevant technical knowledge and skills needed to prepare for further education and careers in the Law, Public Safety and Security career cluster; provides technical skill proficiency, and includes competency-based applied learning that contributes to the academic knowledge, higher-order reasoning and problem-solving skills, work attitudes, general employability skills, technical skills, and occupation-specific skills, and knowledge of all aspects of the Law, Public Safety and Security career cluster. 

The purpose of this program is to prepare students for employment as a dispatcher:  police, fire, ambulance (SOC 43-5031).  The content includes, but is not limited to, ethics and the role of the telecommunicator; standard telecommunication operating procedures; relationship to field personnel; understanding of command levels; typical layouts of message centers; use of performance aids; overview of emergency agencies; functions and terminology; use of correct words and grammar; communications equipment, functions and terminology; types of telecommunication equipment; malfunctions and maintenance agreements; proper and correct telephone and dispatching procedures and techniques; cooperation and reciprocal agreements with other agencies; federal, state, and local communication rules; emergency situations and operating procedures; emergency medical dispatch procedures; employability skills; leadership and human relations skills; and health.

Additional Information relevant to this Career and Technical Education (CTE) program is provided at the end of this document.

Program Structure

This program is a planned sequence of instruction consisting of one occupational completion points.

This program is comprised of courses which have been assigned course numbers in the SCNS (Statewide Course Numbering System) in accordance with Section 1007.24 (1), F.S.  Career and Technical credit shall be awarded to the student on a transcript in accordance with Section 1001.44(3)(b), F.S.

To teach the courses listed below, instructors must hold at least one of the teacher certifications indicated for that course.

The following table illustrates the postsecondary program structure:

OCP	Course Number	Course Title	Teacher Certification	Length	SOC Code	
A	EMS0002	Dispatcher:  Police, Fire, and Ambulance	FIRE FIGHT  7G
PUB SERV 7G
LAW ENF @7   7G
CORR OFF 7G
PUB SAF TE 7G
*Applicable Subject Matter Experts may assist in teaching this course.	232 hours	43-5031	

Common Career Technical Core – Career Ready Practices

Career Ready Practices describe the career-ready skills that educators should seek to develop in their students.  These practices are not exclusive to a Career Pathway, program of study, discipline or level of education.  Career Ready Practices should be taught and reinforced in all career exploration and preparation programs with increasingly higher levels of complexity and expectation as a student advances through a program of study. 

1. Act as a responsible and contributing citizen and employee. 

2. Apply appropriate academic and technical skills. 

3. Attend to personal health and financial well-being. 

4. Communicate clearly, effectively and with reason. 

5. Consider the environmental, social and economic impacts of decisions. 

6. Demonstrate creativity and innovation. 

7. Employ valid and reliable research strategies. 

8. Utilize critical thinking to make sense of problems and persevere in solving them. 

9. Model integrity, ethical leadership and effective management. 

10. Plan education and career path aligned to personal goals. 

11. Use technology to enhance productivity. 

12. Work productively in teams while using cultural/global competence. 

Standards

After successfully completing this program, the student will be able to perform the following:

01.0	Understand the roles and duties of a public safety telecommunicator (PST).
02.0	Describe and understand professionalism, ethics, and legal concepts as it relates to a PST.
03.0	Identify and explain the operation of communication equipment and resources.
04.0	Demonstrate communication and interpersonal skills.
05.0	Describe guidelines and operational standards of incident classification and prioritization.
06.0	Identify and perform the operational skills of a call-taker.
07.0	Identify and perform the operational skills of a dispatcher.
08.0	Understand the basic principles of law enforcement, and dispatch processes.
09.0	Understand the basic principles of emergency medical services (EMS), and dispatch processes. 
10.0	Understand the basic principles of fire services, and dispatch processes.
11.0	Understand the basic principles of emergency management and homeland security.
12.0	Comprehend stress management techniques for PST’s.
13.0	

2018 - 2019
Florida Department of Education
Student Performance Standards

Program Title:	Public Safety Telecommunication 
PSAV Number:	P090101

Course Number:  EMS0002
Occupational Completion Point:  A 
Dispatcher:  Police, Fire, and Ambulance – 232 Hours – SOC Code 43-5031 	
01.0	Understand the roles and duties of a public safety telecommunicator (PST).  The student will be able to:	
01.01	Comprehend the history of the telecommunication profession.	
01.02	Describe the evolution of telecommunications and 911.	
01.03	Define the roles of a call taker and a dispatcher as it relates to public safety telecommunications.	
01.04	Understand the proper conduct of a PST.	
01.05	Understand the importance of reporting for duty and the impact absences have on a communications center.	
01.06	Understand the importance of adhering to dress codes (if applicable) and personal hygiene.	
01.07	Explain the importance of informing PST’s and supervisors of pertinent activities and incidents as they relate to operations.	
01.08	Identify performance standards and explain why they are important.	
01.09	Identify standards, requirements, and expectations for continuing education.	
02.0	Describe and understand professionalism, ethics, and legal concepts as it relates to a PST.  The student will be able to:	
02.01	Define ethics and professionalism.	
02.02	Comprehend acts that are considered professionally unethical.	
02.03	Identify any act that will negatively affect the role of a PST. 	
02.04	Explain how criminal and civil law affects telecommunication operations.	
02.05	Understand and explain the legalities of Health Insurance Portability and Accountability Act (HIPAA) and how it relates to telecommunications.	
02.06	Demonstrate an understanding of federal, state, and local laws for disseminating information.	
02.07	Explain the “Public Records Law” (Chapter 119, F.S.) and how it relates to public records requests.	
02.08	Describe the impact and importance of disseminating public information.	
02.09	Explain the importance of and procedure for testifying in court.	
03.0	Identify and explain the operation of communication equipment and resources.  The student will be able to: 	
03.01	Describe the typical components of communication centers.	
03.02	Identify and explain the operation of various manual and automated equipment that may be utilized within the communication system.	
03.03	Explain the operation of 911equipment. 	
03.04	Explain the operation of a telephone system. 	
03.05	Explain the operation of ADA services including TDD and telephone relay services (711).	
03.06	Describe the purpose of Telematic Call Centers as it relates to the role of the PST.	
03.07	Explain the operation of radio equipment.	
03.08	Explain the Florida Interoperability radio capabilities. 	
03.09	Define the purpose of the Florida Crime Information Center (FCIC) and the National Crime Information Center (NCIC).	
04.0	Demonstrate communication and interpersonal skills.  The student will be able to:	
04.01	Utilize voice techniques to control radio transmissions and telephone calls.	
04.02	Demonstrate interpersonal skills.	
04.03	Demonstrate professional customer service skills.	
04.04	Demonstrate active listening skills.	
04.05	Demonstrate decision-making skills.	
04.06	Demonstrate specific calming techniques as appropriate.	
04.07	Demonstrate the proper use of pronunciation and enunciation. 	
04.08	Demonstrate the ability to give and follow instructions.	
04.09	Explain the difference between a fact and an inference.	
04.10	Demonstrate the ability to recognize when information received is inappropriate to the situation or appears suspicious.	
04.11	Discuss the impact of Human Diversity as it relates to public safety.	
05.0	Describe guidelines and operational standards of incident classification and prioritization.  The student will be able to:	
05.01	Explain the importance of incident types, incident classification, and incident prioritization.	
05.02	Identify and describe incident types. 	
05.03	Identify and describe incident classification.	
05.04	Identify and describe incident prioritization.	
06.0	Identify and perform the operational skills of a call taker.  The student will be able to:	
06.01	Obtain and organize pertinent information. 	
06.02	Identify the difference between emergency and non-emergency incidents.	
06.03	Utilize available resources properly.	
06.04	Correctly complete appropriate forms, logs, and files.	
06.05	Obtain and process requests for service and/or resources from field units in a timely manner.	
06.06	Explain geographical jurisdictions and mutual aid agreements, and how they affect day-to-day activities.	
06.07	Demonstrate multi-functional dexterity.	
07.0	Identify and perform the operational skills of a dispatcher.  The student will be able to:	
07.01	Organize pertinent information for dispatch.	
07.02	Identify various procedures used when dispatching emergency and non-emergency incidents.	
07.03	Utilize available resources properly.	
07.04	Correctly complete appropriate forms, logs, and files.	
07.05	Obtain and process requests for service and/or resources from field units in a timely manner.	
07.06	Explain geographical jurisdictions and mutual aid agreements, and how they affect day-to-day activities.	
07.07	Demonstrate multi-functional dexterity.	
08.0	Understand the basic principles of law enforcement, and dispatch processes.  The student will be able to:	
08.01	Review the most commonly used terms in law enforcement.	
08.02	Understand the roles and responsibilities of law enforcement officers. 	
08.03	Understand the various reasons that citizens request police assistance.	
08.04	Define criminal and civil complaints.	
08.05	Understand why a PST should not give legal advice.	
08.06	Define in-progress, just occurred, and past event incidents.	
08.07	Understand the role of the PST during crisis incidents to include active shooter, barricaded subjects, hostage situations, suicide threats, and missing or abducted persons.	
08.08	Identify the proper interview questions for crisis incidents.	
08.09	Identify the officer safety issues for both primary and secondary response units.	
08.10	Describe the PST’s role in officer safety.	
08.11	Identify investigative tools for locating individuals to include Amber Alerts, Silver Alerts, Blue Alerts, missing person notifications and their activation techniques.	
09.0	Understand the basic principles of emergency medical services (EMS), and dispatch processes.  The student will be able to: 	
09.01	Review the most commonly used terms in EMS.	
09.02	Understand the roles and responsibilities of the emergency medical technician and paramedic.	
09.03	Define what Basic Life Support (BLS) is, and how it relates to the care of the patient.	
09.04	Define what Advance Life Support (ALS) is, and how it relates to the care of the patient.	
09.05	Comprehend the various types of emergency response modes. 	
09.06	Define multi-casualty incident (MCI).	
09.07	Describe the role and responsibility of the PST during a MCI. 	
09.08	Define Trauma Center and Trauma Alert criteria.	
09.09	Define Air Rescue Transport Unit.	
09.10	Understand why some EMS calls may require law enforcement and/or fire service response. 	
09.11	Describe the PST’s role in EMS responder safety.	
10.0	Understand the basic principles of fire services and dispatch processes.  The student will be able to:	
10.01	Review the most commonly used terms in the fire service.	
10.02	Understand the roles and responsibilities of fire service responders.	
10.03	Define types of fire incidents.	
10.04	Know the different types of fire service apparatus used.	
10.05	Define differences between fire emergency and non-emergency incidents.	
10.06	Comprehend the various types of fire response plans.	
10.07	Identify basic precautions taken during a hazardous materials incident.	
10.08	Identify typical locations and various containers used for the storage, transport, use, or disposal of hazardous materials.	
10.09	Describe the use of, and information obtained through, CHEMTREC and the DOT ERG in the identification and mitigation of hazardous materials.	
10.10	Describe the PST’s role in firefighter safety.	
10.11	Understand why some fire calls may require law enforcement and/or EMS response.	
11.0	Understand the basic principles of emergency management and homeland security.   The student will be able to:	
11.01	Define the roles and responsibilities of the local, state, and federal emergency management operations.	
11.02	Identify the various types of terrorist threats and disasters.	
11.03	Understand NIMS and identify the roles and responsibilities of the incident command system (ICS).	
11.04	Explain the roles and responsibilities of the Telecommunicator Emergency Response Taskforce (TERT).	
11.05	Identify the different types of public notification resources utilized by local, state, and federal agencies.	
11.06	Identify examples of incidents that are reported to the county and state watch office or warning point.	
12.0	Comprehend stress management techniques for PST’s.  The student will be able to:	
12.01	Define stress.	
12.02	Identify stress unique to PST’s.	
12.03	Identify signs and symptoms of stress.	
12.04	Identify techniques of stress management.	
12.05	Understand the importance of health and wellness for a PST.	
12.06	Identify components of critical incident stress management (CISM).	
12.07	Identify CISM resources available to the PST.	

Additional Information

Laboratory Activities

Laboratory investigations that include scientific inquiry, research, measurement, problem solving, emerging technologies, tools and equipment, as well as, experimental, quality, and safety procedures are an integral part of this career and technical program/course. Laboratory investigations benefit all students by developing an understanding of the complexity and ambiguity of empirical work, as well as the skills required to manage, operate, calibrate and troubleshoot equipment/tools used to make observations. Students understand measurement error; and have the skills to aggregate, interpret, and present the resulting data. Equipment and supplies should be provided to enhance hands-on experiences for students.

Special Notes

Any person employed as a 911 public safety telecommunicator at a public safety answering point, as defined s. 365.172(3)(a), must be certified by the Department of Health in accordance with s. 401.465.

http://www.floridahealth.gov/licensing-and-regulation/911-public-safety-telecommunicator-program/index.html 

MyCareerShines is an interactive resource to assist students in identifying their ideal career and to enhance preparation for employment. Teachers are encouraged to integrate this resource into the program curriculum to meet the employability goals for each student.  Access MyCareerShines by visiting: www.mycareershines.org.

Cooperative Training – OJT

On-the-job training is appropriate but not required for this program.  Whenever offered, the rules, guidelines, and requirements specified in the OJT framework apply. 

Basic Skills (if applicable)

In PSAV programs offered for 450 hours or more, in accordance with Rule 6A-10.040, F.A.C., the minimum basic skills grade levels required for postsecondary adult career and technical students to complete this program are: Mathematics N/A, Language N/A, and Reading N/A. These grade level numbers correspond to a grade equivalent score obtained on a state designated basic skills examination.  

Adult students with disabilities, as defined in Section 1004.02(7), Florida Statutes, may be exempted from meeting the Basic Skills requirements (Rule 6A-10.040). Students served in exceptional student education (except gifted) as defined in s. 1003.01(3)(a), F.S., may also be exempted from meeting the Basic Skills requirement. Each school district and Florida College must adopt a policy addressing procedures for exempting eligible students with disabilities from the Basic Skills requirement as permitted in Section 1004.91(3), F.S.

Students who possess a college degree at the Associate of Applied Science level or higher; who have completed or are exempt from the college entry-level examination; or who have passed a state, national, or industry licensure exam are exempt from meeting the Basic Skills requirement (Rule 6A-10.040, F.A.C.) Exemptions from state, national or industry licensure are limited to the certifications listed on the Basic Skills and Licensure Exemption List which may be accessed from the CTE Program Resources page.

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities to meet individual needs and ensure equal access. Postsecondary students with disabilities must self-identify, present documentation, request accommodations if needed, and develop a plan with their counselor and/or instructors. Accommodations received in postsecondary education may differ from those received in secondary education. Accommodations change the way the student is instructed. Students with disabilities may need accommodations in such areas as instructional methods and materials, assignments and assessments, time demands and schedules, learning environment, assistive technology and special communication systems. Documentation of the accommodations requested and provided should be maintained in a confidential file.

Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Additional Resources

For additional information regarding articulation agreements, Bright Futures Scholarships, Fine Arts/Practical Arts Credit and Equivalent Mathematics and Equally Rigorous Science Courses please refer to:
http://www.fldoe.org/academics/career-adult-edu/career-tech-edu/program-resources.stml