Developing a 9-1-1 Policies and Procedures Manual
A 9-1-1 Manager National Certification Course
Meets CALEA Standards for 9-1-1 Accreditation
The 3-day interactive workshop will provide the knowledge, skills and experience for the participant to develop a 9-1-1 center policies and procedures based on national accreditation standards for 9-1-1 centers.
During this 3-day interactive workshop, the participant will participate in individual and group projects develop policies and procedures in the following areas:
Organization - The agency should describe the organizational structure, all administrative and operational positions and their roles and responsibilities within the 9-1-1 center. An organizational pedigree-style chart should provide a graphic illustrate that coincides with the written description.
Direction and Authority - Policies and procedures in this section relate to direction and supervision which are concerned with chain of command, chief executive officer authority, supervisory accountability, and a written directive system.
Human Resources - During this section, the participant will classify and delineation various positions within the 9-1-1 center. The duties and responsibilities will be outlined after a mock task analysis is conducted. Once completed, written job descriptions can be developed for each position. A performance-based evaluation program (based on national accreditation standards) will be outlined and explained.
Recruitment and Selection - This section provide the participant the opportunity develop an entire program to identify potential candidates who posses the aptitude to work in a high-stress environment. It will begin with a written job announcement and carry through the application, interviews, background investigations, testing and job offering.
Training - The training of an employee must be from a logical and planned sequence. This training plan begins with basic, continuing education and professional development. The outline of an employee training plan will be developed so it can be implemented upon return to the agency.
Operations - The operation of a PSAP involved policies and procedures based on the agency "mission statement." Policies and procedures developed during this section will include call-taking, dispatching field units and procedures for exceptional circumstances. All of these will be based on national accreditation standards.