Alexandria, Va. – The Association of Public-Safety Communications Officials (APCO) International received final approval from the American National Standards Institute (ANSI) on August 31, 2021, for an American National Standard (ANS). Crisis Intervention Techniques and Call Handling Procedures for Public Safety Telecommunicators is a newly created standard.

The purpose of this standard is to identify operational factors related to handling calls involving emotionally distressed individuals. This includes procedures for effectively recognizing and communicating with individuals in emotional or mental crisis and resources that should be available to the public safety telecommunicator.

“Public safety telecommunicators are often the first point of contact with individuals and their families during an emotional and stressful situation,” said Jason Kern, President of APCO International. “This standard provides tools that could potentially deescalate violent situations.”

To learn more about standards, visit apcointl.org/standards.