2014 – 2015
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	FIRE FIGHT @7   7G     
PUB SERV 7 G
LAW ENF @7   7G
CORR OFF 7 G
PUB SAF TE 7G
*Applicable Subject Matter Experts may assist in teaching this course.	
CTSO	N/A	
SOC Codes (all applicable) 	43-5031 Police, Fire, and Ambulance Dispatchers	
Facility Code	http://www.fldoe.org/edfacil/sref.asp (State Requirements for Educational Facilities)	
Targeted Occupation List	http://www.labormarketinfo.com/wec/TargetOccupationList.htm	
Perkins Technical Skill Attainment Inventory	http://www.fldoe.org/workforce/perkins/perkins_resources.asp 	
Industry Certifications	http://www.fldoe.org/workforce/fcpea/default.asp 	
Statewide Articulation	http://www.fldoe.org/workforce/dwdframe/artic_frame.asp 	
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.

The following table illustrates the post-secondary program structure:

OCP	Course Number	Course Title	Length	SOC Code	
A	EMS0002	Dispatcher:  Police, Fire, and Ambulance	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/duties of a public safety telecommunicator.
02.0	Describe and demonstrate professional ethics of public safety telecommunicator.
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 call classification and prioritization.
06.0	Perform operational skills.
07.0	Understand the basic principal and components of law enforcement and their relationship to the application of correct dispatch processes.
08.0	Understand the basic principles and components of Emergency Medical Services (EMS) and their relationship to the application of correct dispatch processes.
09.0	Understand the basic principles and components of Emergency Fire Services and their relationship to the application of correct dispatch processes.
10.0	Demonstrate an understanding of hazardous materials awareness and fire department responses (FEMA Online Training IS-5a Introduction to Hazardous Materials is acceptable for hazmat awareness).
11.0	Understand the basic principles and components of Emergency Management and Homeland Security and their relationship as it relates to the telecommunicator.
12.0	Comprehend stress management techniques.
13.0	

2014 – 2015
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/duties of a public safety telecommunicator.  The student will be able to:	
01.01	Comprehend the historical development of the role of the telecommunication profession.	
01.02	Describe the evolution of telecommunications and 911.	
01.03	Understand the proper conduct of a public safety telecommunicator.	
01.04	Define the difference between a call taker and a dispatcher as it relates to public safety telecommunications.	
01.05	Understand the importance of adhering to dress codes (if applicable) and personal hygiene.	
01.06	Understand the importance of reporting for duty and the impact absences have on a communications center.	
02.0	Describe and demonstrate professional ethics of a public safety telecommunicator--The student will be able to:	
02.01	Define ethics and professionalism.	
02.02	Comprehend acts that are considered professionally unethical.	
02.03	Demonstrate knowledge of the following:  criminal acts, personal gain, negligence of duty, duty to act, agency values, and      confidentiality. 	
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	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 communication equipment functions and terminology.	
03.03	Explain the operation of various manual and automated equipment that may be utilized within the communication system. 	
03.04	Explain the operation of a telephone system 	
03.05	Explain the operation of 911equipment.	
03.06	Explain the operation of radio equipment.	
03.07	Explain the operation of ADA services including TDD and telephone relay services (711).	
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).	
03.10	Describe the purpose of Telematic Call Centers as it relates to the role of the public safety telecommunicator.	
03.11	Identify the referral process for accessing resources outside of public safety.	
04.0	Demonstrate communication and interpersonal skills--The student will be able to:	
04.01	Demonstrate the use of a calm and controlled voice on radio and telephone.	
04.02	Demonstrate interpersonal skills.	
04.03	Demonstrate friendly and accurate customer service skills.	
04.04	Demonstrate specific calming techniques as appropriate 	
04.05	Demonstrate the proper use of pronunciation and enunciation.	
04.06	Demonstrate active listening skills.	
04.07	Explain the difference between a fact and an inference.	
04.08	Demonstrate the ability to recognize when information received is appropriate to the situation or appears suspicious.	
04.09	Demonstrate decision-making skills.	
04.10	Demonstrate the ability to give and follow instructions.	
04.11	Demonstrate internal and external customer service skills.	
04.12	Discuss the impact of Human Diversity as it relates to Public Safety.	
05.0	Describe guidelines and operational standards of call classification and prioritization--The student will be able to:	
05.01	Explain the importance of call classification and prioritization.	
05.02	Describe the call type using the proper classification process. 	
05.03	Describe prioritization based on call type.	
05.04	Demonstrate telephone techniques including call handling guidelines.	
06.0	Perform operational skills--The student will be able to:	
06.01	Obtain and organize pertinent information for dispatch. 	
06.02	Identify various procedures used when dispatching emergency and non-emergency calls.	
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	Demonstrate an understanding of federal, state, and local laws for disseminating information.	
06.07	Explain the importance of and how to accurately brief on-coming telecommunicators.	
06.08	Explain the importance of knowing and informing colleagues and supervisors of incidents that may adversely affect operations.	
06.09	Explain geographical jurisdictions, mutual aid agreements, and how it affects day-to-day activities.	
06.10	Demonstrate multi-functional dexterity.	
06.11	Explain FSS 119 "Sunshine" Law and how it relates to public record requests.	
06.12	Describe the impact and importance of disseminating public information.	
07.0	Understand the basic principles and components of law enforcement and their relationship to the application of correct dispatch processes--The student will be able to: 	
07.01	Understand the roles and responsibilities of law enforcement officers 	
07.02	Understand the various reasons that citizens request police assistance.	
07.03	Define criminal and civil complaints.	
07.04	Understand why a telecommunicator should not give legal advice.	
07.05	Define in-progress, just occurred, and past event calls.	
07.06	Understand the role of the telecommunicator during crisis call incidents to include active shooter, barricaded subjects, hostage situations, suicide threats, missing or abducted person.	
07.07	Identify the proper interview questions for crisis calls.	
07.08	Identify the officer safety issues for both primary and secondary response units.	
07.09	Describe the telecommunicator’s role in officer safety.	
07.10	Define Amber, Silver, and Blue alert calls.	
07.11	Review the most commonly used terms in Law Enforcement.	
08.0	Understand the basic principles and components of Emergency Medical Services (EMS) and their relationship to the application of correct dispatch processes--The student will be able: 	
08.01	Define what Basic Life Support (BLS) is, who the provider is and how it relates to the care of the patient.	
08.02	Define what Advance Life Support (ALS) is, who the provider is and how it relates to the care of the patient.	
08.03	Understand the roles and responsibilities of the emergency medical technician and paramedic. 	
08.04	Comprehend the various types of emergency response modes to medical calls. 	
08.05	Define multi-casualty incident (MCI).	
08.06	Describe the role and responsibility of Telecommunicator during a MCI. 	
08.07	Define Air Rescue Transport Unit.	
08.08	Define Trauma Center and Trauma Alert criteria.	
08.09	Understand why some EMS calls may require Police/Fire response. 	
08.10	Review the most commonly used terms in EMS.	
09.0	Understand the basic principles and components of Emergency Fire Services and their relationship to the application of correct dispatch processes--The student will be able to:	
09.01	Understand the roles and responsibilities of fire service responders.	
09.02	Define types of fire emergency calls.	
09.03	Define differences between fire emergency/non-emergency calls.	
09.04	Describe the telecommunicator’s role in firefighting safety.	
09.05	Comprehend the various types of emergency response modes to fire calls.	
09.06	Define primary and secondary units.	
09.07	Understand why some fire calls may require Law Enforcement/EMS response.	
09.08	Know the different type of fire service apparatus used.	
09.09	Review the most commonly used terms in the fire service.	
10.0	Demonstrate an understanding of hazardous materials awareness and fire department responses (FEMA Online Training IS-5a Introduction to Hazardous Materials is acceptable for hazmat awareness)--The student will be able: 	
10.01	Describe the roles and responsibilities of fire services responders.	
10.02	Define hazardous materials as substances (solids, liquids, or gases) that when released, are capable of causing harm to people, the environment, and property	
10.03	Identify the differences between hazardous materials emergencies and other emergencies	
10.04	Identify typical locations in the community where hazardous materials are stored, transported, used, or disposed	
10.05	Identify that hazardous materials may be found in various types of containers	
10.06	Describe the use of, and information obtained through, CHEMTREC and the DOT ERG in the identification and mitigation of hazardous materials	
10.07	Identify the basic precautions to be taken to protect oneself and others in a hazardous materials incident	
10.08	Demonstrate the role of a telecommunicator during a hazardous materials incident scenario	
11.0	Understand the basic principles and components  of Emergency Management and Homeland Security and their relationship as it relates to the telecommunicator--The student will be able to:	
11.01	Define the role and responsibilities of the state, and federal emergency management operations.	
11.02	Be familiar with different types of domestic and international terrorism threats.	
11.03	Understand basic terminology regarding terrorism threats as it relates to WMD (Weapons of Mass Destruction).	
11.04	Understand the role and responsibilities of NIMS.	
11.05	Be familiar with Emergency Management Planning.	
11.06	Understand the functions of the Emergency Operations Center.	
11.07	Identify special consideration for natural, manmade, or technological disasters.	
11.08	Explain the function of the TERT (Telecommunicators Emergency Response Taskforce) and its role and responsibilities during a disaster.	
11.09	Explain the functions of state and regional assets as it pertains to disasters.	
11.10	Identify examples of incidents that are reported to the county and state watch office or warning point.	
11.11	Be familiar with the different types of Emergency Notification and Warning Resources utilized by local, state, and federal agencies for natural, manmade, or technological disasters.	
12.0	Comprehend stress management techniques--The student will be able to:	
12.01	Define stress.	
12.02	Describe stressors unique to the telecommunicator and the telecommunication profession.	
12.03	Describe techniques necessary to prevent and manage stress	
12.04	Explain Critical Incident Stress Management (CISM).	
12.05	Describe actions necessary to manage stress during an “in progress” incident.	

Additional Information

Laboratory Activities

Laboratory activities are an integral part of this program.  These activities include instruction in the use of safety procedures, tools, equipment, materials, and processes related to these occupations.  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 

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. 

Accommodations

Federal and state legislation requires the provision of accommodations for students with disabilities as identified on the secondary student’s Individual Educational Plan (IEP) or 504 plan or postsecondary student’s accommodations’ plan 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.

In addition to accommodations, some secondary students with disabilities (students with an IEP served in Exceptional Student Education (ESE)) will need modifications to meet their needs.  Modifications change the outcomes or what the student is expected to learn, e.g., modifying the curriculum of a secondary career and technical education course.  Note: postsecondary curriculum and regulated secondary programs cannot be modified.

Some secondary students with disabilities (ESE) may need additional time (i.e., longer than the regular school year), to master the student performance standards associated with a regular Occupational Completion Point (OCP) or a Modified Occupational Completion Point (MOCP).  If needed, a student may enroll in the same career and technical course more than once.  Documentation should be included in the IEP that clearly indicates that it is anticipated that the student may need an additional year to complete an OCP/MOCP.  The student should work on different competencies and new applications of competencies each year toward completion of the OCP/MOCP.  After achieving the competencies identified for the year, the student earns credit for the course.  It is important to ensure that credits earned by students are reported accurately.  The district’s information system must be designed to accept multiple credits for the same course number for eligible students with disabilities.

Articulation
This program has no statewide articulation agreement approved by the Florida State Board of Education.  However, this does not preclude the awarding of credits by any college through local agreements. 

For details on statewide articulation agreements which correlate to programs and industry certifications, refer to http://www.fldoe.org/workforce/dwdframe/artic_frame.asp.