Developing a 9-1-1 Policies and Procedures Manual



Does your agency have a Set of policies and procedures in place? Is it written in a manual, which any employee in your agency can refer to? Is your agency prepared to defend itself in the case of a lawsuit regarding how your procedures were or weren't followed? If not, than this is the perfect course for your agency supervisor to attend.

This 3-day course is an interactive workshop, not just a sit-and-listen seminar. During this 3-day interactive workshop, the student will participate in individual and group projects on how to develop policies and procedures. Certificate eligibility requires full participation. 

The course instructor will provide the knowledge, skills and experience  for the participant to develop a 9-1-1 center policies and procedures based on national 9-1-1 accreditation standards.

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Student Performance Objectives

Upon completion of this course, the communications officer should be able to 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 possess 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.