Mandated Telecommunicator Training Takes Effect in Florida

Public Safety Communications January 5, 2012 Industry

Written with the assistance of Christine Hodges, training coordinator, Lee County Sheriff Office

Wow, it’s the New Year already. Where has the time gone? When one thinks of the New Year, one thinks of starting anew. A new year with new beginnings! Speaking of new beginnings, there’s so much happening right now in our industry. So much change, it’s hard to keep up. Time and technology seem to be zooming by faster and faster every day.

Here in Florida, one of the biggest changes that will be happening for the public safety telecommunicator is state-mandated standardized training (also known as the Denise Amber Lee Bill). Effective Oct. 1, 2012, all public safety telecommunicators must be state certified. It also calls for continuing education with recertification every two years.

A 232-hour curriculum framework was established with the Florida Department of Education. The Florida Department of Health has been tasked with overseeing certification, equivalency and compliance. Subject matter experts worked with DOH in creating a certification exam. Oct. 1, 2012, begins the evolution of public safety telecommunications in Florida, moving into an era of professionalism based on statewide standardized training, expecting the same level of service whether 9-1-1 is called in the Panhandle or the Keys.

In Florida, this has been long-awaited legislation. Several 9-1-1 professionals, led by FL APCO, put in an untold number of uncompensated hours attempting to get this bill passed. Unfortunately, the push that helped get this objective achieved was the kidnap, rape and murder of Denise Amber Lee of North Port, Fla., and the tireless efforts of her husband Nate, father-in-law Mark and father Rick. They have vowed to use their personal tragedy and the loss of their beautiful Denise to bring about a positive change in the 9-1-1 system.

The events that took place on Jan. 17, 2008, during the search for Denise shed light on what we in the industry have known all along, that there is a desperate need for standardized training and responsibility throughout the state of Florida and the United States.

I have always felt there is no such thing as too much training. We should all embrace this legislation. It will be the new foundation for our careers. We will now be recognized as the professionals that we always knew we were. Someone I recently met said that he thought our industry seemed to do things backward: Rather than going to college and getting our training and education and then taking that diploma or certificate to potential employers, we instead employ someone and take on the expense and time involved for training them, hoping all along that the investment is going to pay off. That statement got me to thinking. Isn’t it strange that most folks in the 9-1-1 center stumbled upon their jobs, used it as a step toward a position in the field or got the position because a family member encouraged it, not because they actively sought out the position? Unlike our counterparts, who if asked almost always say they have always known they wanted to be a law enforcement officer, deputy, firefighter or medic. You never hear a high school or college student say they want to be a 9-1-1 professional when they graduate.

But hopefully this is the beginning we need to change all that. We want (at least I do!) people seeking employment with us, not us chasing someone down. Or keeping that problem employee because hey, at least it’s a warm body. Wouldn’t you just love to have a waiting list of qualified applicants who want to make public safety communications their career and not just a job? Who have already been through a 9-1-1 academy and are holding a certificate begging you to hire them? Who have already had the basics and classroom training out of the way when they come to you? Who have thoughtfully and consciously made the decision to take on the responsibility and commitment of a 9-1-1 public safety telecommunicator? It’s the answer to our dreams!!

Don’t think I have gone off the deep end yet, people. Just hear me out. I know that it will be a long while before we have 9-1-1 academies popping up all over the state pushing out graduates eager to begin their career with us. But I do know that there are now and will be more state-approved training centers in law enforcement offices around the state to help out the little guy who can’t afford the training for all of their new folks who don’t fall under the grandfather clause.

I also know that a lot of people, including some 9-1-1 professionals, are not happy about this recent development in our careers. They are concerned about the cost and time involved in getting their people certified. There is currently talk about legislation out there that could potentially exempt law enforcement officers who are working in the communications centers from the very same training that is being mandated upon us. Don’t get me wrong, I know that law enforcement officers know exactly how to handle a 9-1-1 call or any other emergency for that matter.

However, consider this: Does that same LEO know how to properly “process” the calls that come into the center? Can they efficiently operate the CAD, the mapping software, TDD phones, FCIC/NCIC teletype, and the multitude of other pieces of equipment that you find in the common communications center? I’m not talking about the folks that have been working in the center on a regular basis and will be grandfathered in under this new bill, I’m talking about the once-in-a-while people who might let you up for a break or cover a shift now and then when you’re short-handed.

Now, I know what you’re thinking, especially you smaller agencies out there. “But what if there is no one else?” I have worked in those centers where my shift partner called in sick and I was either left to struggle on my own or had one of the officers that was willing to come in and help out (who usually was trained just enough to get by as long as it was a “routine or slow” shift). But I’m sure that you’ll understand while I very much appreciated the help, I also had to have one eye on my co-worker to make sure nothing had fallen through the cracks when it got busy or a hot call came in. And that’s what this bill is trying to help us avoid–things falling through the cracks.

I’m not saying that this will keep mistakes from happening. When you work with human beings, there is always a potential for errors. But wouldn’t you want to do what we all know is right and be the best we can be? We deserve that, and more than that, the public and community we serve deserves it. Our jobs are so important, to the community and to our family in the field. I love my field personnel and I know I have said more than once that I love my calltakers and I want us to be the best of the best – no matter where we work!

The comm center has evolved so much since the 80s, 90s and even in the past five to 10 years! The comm center is no longer the place to dump the injured, the punished or the ones that can’t make it in the field. What could be done 10-15 years ago no longer works today. Technology is running like wildfire with things like Phase 2, Smart Phones, NG9-1-1, FIN and narrowbanding. We telecommunicators can barely keep up with the training ourselves, much less someone who only works once in a while. “But it’s only five minutes, while I run to the bathroom.” What happens if “the call” comes in during those five minutes? Do you want to be responsible for what might happen if you’re working in an area where your co-workers aren’t fully trained? Can you afford it? Can your agency afford it? But more importantly, can you live with it?

If you are a field unit that works in the comm center on occasion, ask to be certified. If a training course is created and approved for law enforcement officers who work in the centers, specifically covering the functions and use of 9-1-1 equipment, take the time to complete that training. CADs and other equipment are agency specific and part of the course covers practical hands on training for the 9-1-1 equipment.

Consider getting involved. Keep an eye on what’s going on in our field. There are great sources of information that are available to us on a regular basis. It’s important to stay in the loop. Whether it’s assisting with training, volunteering or donating to the Denise Amber Lee Foundation, your local chapter of APCO, and/or monitoring your legislation as it relates to public safety, it can do nothing but enhance your knowledge and performance.

Remember that this is just one step in the direction of improving our work environment and professionalism. There are going to be bumps along the way. But I know you can handle it — you are 9-1-1 professionals.

If you’d like information on getting your state standardized training or public safety training in general, below are some links that you may find helpful:

The Denise Amber Lee Foundation