Step 1: Payment and access

Step 2: Application and supporting documentation

Step 3: Final Submit and deadlines

Congratulations on pursuing APCO P33 Training Program Certification! As you continue through the application process, please remember APCO staff and members of the Call Center Standards Committee are standing by to be of any needed assistance. If you have any questions and/or need any further information as you complete the application and checklist, do not hesitate to contact P33@apcointl.org or call 386-944-2455.

The APCO P33 Training Program Certification – Telecommunicator 2010 requires agencies to meet or exceed the APCO ANS 3.103.1-2010: Minimum Training Standards for Public Safety Telecommunicators. In order to submit your training program for review for the APCO P33 Training Program Certification, you will need to complete an application and provide information to show how your agency’s training program meets and/or exceeds the requirements from the above mentioned standard.

Step 1: Payment and access to application - completed
Payment is non-refundable and non-transferrable (not transferable outside of an agency, if agency POC needs to be changed, please contact P33@apcointl.org as soon as possible). If certification is denied, additional application fees may be required to resubmit for certification. If the early submission discount was applied to the initial payment and the completed application and checklist was not submitted before the early submission deadline, the agency will be responsible for the entire application fee before certification is granted.

Step 2: Application and Supporting documentation
In order for your application to be complete, you must fill out the applicable fields in both the application and the chapters, as well as provide all related documentation.

Areas of responsibilities
Under the application tab, there are areas of interest. These are related to different responsibilities (Public Safety Calltaking, Law Enforcement Dispatch, Fire Services Dispatch, and/or Emergency Medical Services Dispatch) within the Agency and related training areas within the standard. The areas of responsibilities selected within the application will automatically populate the required chapters needed for the agency to complete. If you provide these services and do not see the information under the appropriate chapters, please go back to the application tab and ensure you checked the area of responsibility that is missing.

Save & Continue and Submit options
Once you begin completing the application and chapters, you can save it and access it later. You do not have to complete it all at once. However, please note that the application and uploaded documentation will not be complete until you go to the "Final Submit" tab and submit your application. Failure to do so will mean that your training program will not be received by APCO for certification consideration.

Chapter tabs
Chapters 1-10 are drawn directly from the APCO American National Standard (ANS) 3.103.1-2010: Minimum Training Standards for Public Safety Telecommunicators. In order for your agency to receive this certification, the training program must meet or exceed these requirements. Within each tab, you will be able to upload curriculum and supporting documentation demonstrating how your training program meets or exceeds this standard. If the standard asks to "demonstrate comprehension", you will need to provide the testing methodology used. Testing methodology is the mechanism used to demonstrate comprehension or application related to training objectives.  It does not necessarily have to be a written exam, but whatever method the agency deems appropriate.

You will be able to upload related material for each standard under the "supporting documentation" field various file types, including: gif, jpg, pdf, zip, txt, doc, xls, ppt, rtf, docx, xlsx, and pptx. Select “upload files” and by using the browse function, you will select the file from your computer to be uploaded for review. The first time you upload a document, it will be added to the file list. You may need to select the “refresh list” button for it to appear after you have uploaded it. If needed, multiple documents can be uploaded and selected per standard. Multiple documents can be selected as supporting documentation by holding the ctrl button and clicking on the documents names within the list. As you proceed through the standards, you can select a previously uploaded document or upload different documents.

Supporting documentation may include, but is not limited to:

Curriculum Materials
Latest lesson plan
Current version of training materials
Audio/Visual aids and their descriptions
Performance examinations/instruments
Class Evaluation Form
Instructor Support Materials

Additional Materials
Agency Policy Manuals
Agency Training Policies
Employee Assistance Programs

Helpful hint: Before you begin uploading files, it may be helpful to name files with names that will easily identify what the file may contain or the title of the document.

As you upload documents through the “browse and upload” function, if you do not see the document name in the file listing, press the “refresh list” button and check the list again.

The correlating “explanation” field must contain information to direct the reviewer where to look for the specific information meeting the requirement and provide additional information including what testing methodology is used (if applicable). The explanation box should contain details including exact locations of supporting information. If multiple documents support the standard, please specify which document and where the information is located within the document.

If you choose to leave the application and want to save your progress, click the Save and Quit button at the bottom of the page. If you are finished, navigate to the Final Submit tab to save and submit.

Chapter 3: Organizational IntegritySupporting Documentation
Valid file types: gif, jpg, pdf, zip, txt, doc, xls, ppt, rtf, docx, xlsx, pptx
Instructions
Explanation
Copy and paste the specific language that meets or exceeds this requirement. Also indicate where specifically in the document this language can be found. Provide information on what testing methodology is used to demonstrate comprehension.

3.2

The Telecommunicator shall identify values that relate to their role as a Telecommunicator and their Agency's specific mission and values. ?

No files needed

*Remember that within the standard “should” is a recommendation and “shall” is a requirement. All requirements must include supporting documentation and explanation. If a standard is recommended and not required, it is optional for the agency to meet the standard. If the agency chooses not to meet the recommendation, please state “N/A” in the explanation and provide a reason.

If you are in the process of revising your application because you received an email indicated that more information was needed, the color of the tabs for each chapter will assist in identifying the application progress. If a tab for a chapter is red, it means a standard within the chapter needs to be addressed.

Step 3: Final Submit and deadlines
All fields must be completed before the application can be submitted. It is the agency’s responsibility to submit the application by the preferred deadlines.

Applications are accepted year round. Submissions received after December 1st will be considered for recognition at the following APCO Annual Conference & Expo.

Please review the application, checklist and supporting documentation for completeness before final submission. NOTE: The reviewers can only approve the program based upon the materials submitted. This requires strict reliance upon the applicant to submit all necessary documentation and materials. The initial review by APCO International Staff is designed to detect missing documentation or materials; however, it is the responsibility of the applicant to ensure all materials are included.

The application will not be received by APCO until the “final submit” has been completed. It is the agency’s responsibility to ensure the application has been submitted. The agency POC should receive an email confirmation once the application has been received by APCO. If you do not receive an email after submitting the application, please contact APCO staff at P33@apcointl.org to verify submission.

Once your application is completed, please remember to go to the final tab and submit your application to have your agency considered for the APCO Project 33 Training Program Certification.

Before starting the checklist, first upload any relevant training materials.

If you need to add more documentation later, you can also upload new files while working on the checklist:

How to upload
How to upload

Application for APCO International Project 33 Training Program Certification

The Guest Application is solely intended to help familiarize the Agency Point of Contact (POC) with the APCO Project 33 Training Program Certification online application. Do not fill out this Guest Application to submit for certification. Data cannot be transferred to the actual application.

If you need assistance completing this section, email P33@apcointl.org

The contact information displayed below is the agency information on file with APCO International. If this information is incorrect, please make permanent changes to your APCO profile at the following link: https://www.myapcointl.org.


Person completing application:

Agency information:
Agency name:
Address:
Phone:


The information provided below will be submitted to APCO once the “final submit” is completed. You may select “print this application” to print a file for your records. Please note, completing this section and/or selecting the “print this application” does not submit the application to APCO.








Note:
When selecting functions, these are related to different responsibilities within the Agency and related training areas within the standard. The areas selected above will automatically populate the required chapters that need to be completed. If you provide these services and do not see the related chapters (the related chapters are chapters 7-10), please ensure you checked the correct area of responsibility above. After doing so, the appropriate chapter will be accessible.

Training Program Information













a) How many questions are on the examination?










 
 
 
 
 
 
 
 
 

Chapter 1     Introduction

This APCO standard identifies the minimum training requirements for both new and veteran Public Safety Telecommunicators. This position is typically tasked with receiving, processing, transmitting, and conveying public safety information to dispatchers, law enforcement officers, fire fighters, emergency medical, and emergency management personnel. This document seeks to define training in certain knowledge and skills for the Agency to provide to Telecommunicators.

All agencies must complete this section

All fields must be completed. If your agency does not provide a particular service or fulfill a specific function, please enter N/A and provide a reason within the explanation field.

If you choose to leave the application and want to save your progress, be sure to click the SAVE CHECKLIST button to save your progress. If you are finished, navigate to the Final Submit tab to save and submit.

Chapter 1: DefinitionsSupporting Documentation
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Instructions
Explanation
Copy and paste the specific language that meets or exceeds this requirement. Also indicate where specifically in the document this language can be found. Provide information on what testing methodology is used to demonstrate comprehension.

1.3

The training program, shall define terminology as appropriate. The training program should include the definitions of the terminology used within APCO ANS 3.103.1-2010, as well as others.
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Chapter 2     Agency Responsibilities

While the majority of the APCO ANS 3.103.1-2010 addresses the training of Telecommunicator trainees, this chapter outlines the agency’s responsibilities for providing training to both new and veteran Telecommunicators in accordance with this standard.

This information is important to the training of Telecommunicators and may not necessarily be included in the training related to duties of the Telecommunicator, but may be provided by Human Resources or Administration. Standards within this chapter may be addressed in the Agency’s policy manual and/or orientation programs.

All fields must be completed. If your agency does not provide a particular service or fulfill a specific function, please enter N/A and provide a reason within the explanation field.

If you choose to leave the application and want to save your progress, be sure to click the SAVE CHECKLIST button to save your progress. If you are finished, navigate to the Final Submit tab to save and submit.

Chapter 2: General Agency ResponsibilitiesSupporting Documentation
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Instructions
Explanation
Copy and paste the specific language that meets or exceeds this requirement. Also indicate where specifically in the document this language can be found. Provide information on what testing methodology is used to demonstrate comprehension.

2.2.1

The Agency shall establish no less than the minimum training requirements in APCO ANS 3.103.1-2010 while complying with all local, state, and federal laws. This includes, but is not limited to the ADA, Fair Labor Standards Act and Equal Employment Opportunity laws. (Required)
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2.2.2

The Agency shall define the baseline literacy requirements in addition to requisite cognitive, affective, and psychomotor skills to achieve compliance with this standard. Provide the Agency’s definitions. (Required)
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2.2.3

The Agency shall provide the Telecommunicator with information, in both verbal and written formats, during an initial orientation to include, but not limited to break areas, building layout, emergency evacuation routes and plans, location of first aid supplies including Automated External Defibrillator (AED) if available, location of facilities, time keeping procedures and work hours. Provide written formats of the information provided to the Telecommunicator and when it is provided. Explain any information provided in verbal format and when it is provided. (Required)
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2.2.4

The Agency shall provide the Telecommunicator with information regarding response agency resources (for example SWAT, K9, Dive, Search and Rescue, HAZMAT and/or other specialized responses), including location of public safety service buildings (referring to fire stations, precincts, landing zones, and/or hospitals), apparatus and equipment, and emergency planning documents. Include information that is provided to Telecommunicator. (Required)
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2.2.5

The Agency shall provide a detailed overview to the Telecommunicator outlining disaster plans and recovery processes to ensure the continuity of operations. Provide detailed overview. (Required)
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2.2.6

The Agency shall provide the Telecommunicator with expectations regarding customer service, personal conduct and behavior, courtroom demeanor, and ethical rules. If they exist, the Agency shall provide Telecommunicators with a written copy of the Agency's adopted principles (for example, mission statement, core values, vision statement, etc). Include information that is provided to Telecommunicators. (Required)
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2.2.7

The Agency shall provide the Telecommunicator with information regarding access to and participation in such programs as Critical Incident Stress Management (CISM), Employee Assistance Program (EAP), health and wellness programs, stress managements, and safety/risk management programs. Include information that is provided to Telecommunicators. (Required)
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2.2.8

The Agency shall provide the Telecommunicator with appropriate state safety regulations and, if applicable, rules of the Occupational Safety and Health Administration (OSHA). Include information provided to Telecommunicators. (Required)
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2.2.9

The Agency shall provide the opportunity for the Telecommunicator to obtain and attend necessary training in order to receive and maintain required certifications or licenses. (Required if certifications or licenses are mandated or required for the Telecommunicator, if so, explain opportunities agency provides)
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2.2.9.1

The Agency shall identify misconduct of the Telecommunicator that could result in disciplinary actions, including the loss of certification, licenses or employment. Include information that is identified. (Required)
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2.2.10

The Agency shall provide the Telecommunicator with an overview of its quality assurance and/or quality improvement process(es) used to recognize excellence, identify areas needing improvement, and ensure performance measures are met. Provide information that is presented to Telecommunicator as overview. (Required)
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2.2.11

The Agency shall have an established performance appraisal process by which the job performance is regularly reviewed and evaluated. Does the Agency have an established process? If so, provide information on the process and how it is regularly reviewed and evaluated. (Required)
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2.2.11.1

The Agency shall provide an environment where the Telecommunicator is encouraged to participate regularly in performance reviews. Provide information on how this is accomplished. (Required)
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2.2.11.2

The Agency shall provide a mechanism during the performance review wherein the Telecommunicator can identify goals and objectives to be accomplished in the course of employment. What mechanism does the Agency provide during the performance review? (Required)
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2.2.12

The Agency shall provide Telecommunicators with written information regarding disciplinary and grievance processes and policies. Include written information and how it is provided to Telecommunicators. (Required)
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2.2.12.1

The Agency shall ensure a fair and consistent application of the disciplinary processes associated with performance. How does the Agency ensure a fair and consistent application? (Required)
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2.2.12.2

The Agency shall ensure performance objectives are met by the Telecommunicator to prevent negligent retention. How does the Agency ensure these performance objectives are met by Telecommunicators? (Required)
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2.2.12.3

The Agency shall document and address unacceptable performance with the Telecommunicator in a timely manner. How does the Agency document and address unacceptable performance with Telecommunicators? (Required)
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2.2.13

The Agency shall provide a comprehensive overview and instruction to the Telecommunicator in the use of appropriate tools, equipment, resources, and technology Telecommunicators may be expected to operate within the communications center. This includes available technologies to facilitate radio communications interoperability. Include overview and instruction and how it is provided to Telecommunicators. (Required)
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2.3.1

Training Program Administration
The Agency shall plan for and provide a detailed training curriculum to meet agency needs as well as local, state, and federal requirements. Provide information on how the Agency plans for training curriculum to meet agency needs as well as local, state, and federal requirements. Provide the detailed training curriculum used to meet these needs. (Required)

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2.3.1.1

The Agency shall provide a written description of the training program, benchmarks, timelines, and available learning support tools and methods. Include the written description and when it is provided. (Required)
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2.3.1.2

The Agency shall establish detailed and defined performance expectations, providing an explanation and ensuring a clear understanding of those expectations. Include the performance expectations as related to training, when an explanation is provided and how the Agency ensures Telecommunicators understand expectations. (Required)
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2.3.2

The Agency shall monitor the performance of all Telecommunicators, to ensure that daily efforts are consistent with the acceptable standards of call handling and dispatching responsibilities. Include how the agency monitors the performance of all Telecommunicators. (Required)
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2.3.3

The Agency shall use a standard set of written guidelines that clearly identify and explain specific performance expectations to evaluate the Telecommunicator’s performance. Provide written guidelines. (Required)
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2.3.4

The Agency shall ensure performance objectives are met by the Telecommunicator to prevent negligent retention, while documenting and addressing unacceptable performance with the Telecommunicator in a timely manner. How does the Agency ensure performance objectives are met by Telecommunicators? How is unacceptable performance documented and addressed in a timely manner? (Required)
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2.3.5

The Agency shall maintain a complete training record for all Telecommunicators according to applicable retention guidelines. Does the Agency maintain a complete training record? Provide example of a complete training record for a Telecommunicator and any applicable retention guidelines. (Required)
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2.3.6

The Agency shall provide the Telecommunicator with information on how and to whom they may address training issues and concerns. Include the information that is given to the Telecommunicator. (Required)
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2.3.7

The Agency shall require and ensure no less than twenty-four hours of continuing education or recurrent training for each Telecommunicator annually. This requirement is inclusive of CALEA and other local, state, or federal requirements. Include continuing education or recurrent training requirements and how the agency ensures each Telecommunicator meets these requirements. (Required)
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2.3.8

The Agency shall encourage and support, to the extent possible, personal development and growth of the Telecommunicator through the identification and provision of networking opportunities both within the public safety community and within the community for which they provide service. Provide example of how the agency identifies and promotes networking opportunities for Telecommunicators. (Required)
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2.3.9

The Agency should, when possible, subscribe to professional publications and make those publications available to its Telecommunicators. Provide list of publications the agency subscribes to that are available to the Telecommunicators. (Recommended)
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2.3.9.1

The Agency shall make readily available professional publications that identify regulations, recommendations, or mandates within the public safety communications industry (i.e. National Emergency Response Plan, OSHA, APCO Standards, Public Safety Communications, etc.). List publications and explain how they are readily available. (Required)
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2.4.1

Compliance with Written Directives
The Agency shall ensure all policies and guidelines are updated promptly and that the most current operating and administrative policies are readily available to the Telecommunicator at all times. How does the Agency ensure they are updated promptly and available to the Telecommunicator at all times? List current operating and administrative policies available to Telecommunicators and explain how they are updated and readily available to Telecommunicators. (Required)

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2.4.2

The Agency shall ensure policies and guidelines are readily available to the Telecommunicator for reference and are reviewed as necessary. How does the Agency ensure policies and guidelines are readily available? List policies and guidelines available for reference and explain how they are readily available to Telecommunicators. (Required)
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Chapter 3     Organizational Integrity

This chapter discusses the issues related to organizational integrity. Topics include the mission and values of the profession in general and the Agency specifically, as well as the scope of the Telecommunicator’s authority, confidentiality, and liability.

All fields must be completed. If your agency does not provide a particular service or fulfill a specific function, please enter N/A and provide a reason within the explanation field.

If you choose to leave the application and want to save your progress, be sure to click the SAVE CHECKLIST button to save your progress. If you are finished, navigate to the Final Submit tab to save and submit.

Chapter 3: Organizational IntegritySupporting Documentation
Valid file types: gif, jpg, pdf, zip, txt, doc, xls, ppt, rtf, docx, xlsx, pptx
Instructions
Explanation
Copy and paste the specific language that meets or exceeds this requirement. Also indicate where specifically in the document this language can be found. Provide information on what testing methodology is used to demonstrate comprehension.

3.2

The Telecommunicator shall identify values that relate to their role as a Telecommunicator and their Agency's specific mission and values. Identify where in the training the Telecommunicator identifies these values. (Required)
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3.3

The Telecommunicator shall be able to articulate the Agency’s expectations of professional conduct. Include Agency’s expectations and related training materials. What is the testing methodology used to demonstrate articulation? (Required)
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3.4

The Telecommunicator shall demonstrate a comprehension of duties and essential functions of the position. List duties and essential functions of the position and related training. What is the testing methodology used to demonstrate comprehension? (Required)
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3.5

The Telecommunicator shall demonstrate a comprehension of their scope of authority within the position. Provide training materials related to Telecommunicator’s scope of authority. What is the testing methodology used to demonstrate scope of authority? (Required)
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3.6

The Telecommunicator shall demonstrate proper application of the Agency’s written directives. Provide training materials related to the Agency’s written directives. What is the testing methodology used to demonstrate proper application? (Required)
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3.7

The Telecommunicator shall demonstrate an understanding of the Agency’s Chain of Command. Provide training materials related to the Agency’s Chain of Command. What is the testing methodology used to demonstrate understanding? (Required)
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3.8

The Telecommunicator shall adhere to applicable local, state, or federal statutes or codes as appropriate. Does the Agency require Telecommunicators to adhere to these? Include training materials addressing adhering to local, state, or federal statutes or codes. (Required)
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3.9

The Telecommunicator shall demonstrate the ability to comply with governmental or industry professional requirements (as required by the state or applicable certifications). What is the testing methodology used to demonstrate ability? (Required)
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3.10

The Telecommunicator shall demonstrate comprehension and application of the Agency‘s confidentiality policies and rules regarding the discussion or release of information acquired in the workplace to the public, the media, or others. Such information should include, but is not limited to data systems accessible through local, state, or federal networks(NCIC, Nlets, etc.); information contained in calls for service (medical or other calls of a sensitive nature); information gained through the 9-1-1 or E9-1-1 system; and/or records management systems. Include training materials and/or Agency’s confidentiality policies and rules. What is the testing methodology used to demonstrate comprehension and application? (Required)
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3.11

The Telecommunicator shall demonstrate comprehension of general liability concepts and terms as well as a comprehension of specific liability issues associated with the position including the most notable areas of litigation in public safety communications. Include training materials related to general liability concepts and terms, liability issues associated with the position. What is the testing methodology used to demonstrate comprehension. (Required)
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Chapter 4     General Knowledge and Skills

This chapter provides an overview of the general knowledge and skills that are common among high-performing incumbent Telecommunicators. Most supporting documentation for this chapter will be materials within your training program.

All fields must be completed. If your agency does not provide a particular service or fulfill a specific function, please enter N/A and provide a reason within the explanation field.

If you choose to leave the application and want to save your progress, be sure to click the SAVE CHECKLIST button to save your progress. If you are finished, navigate to the Final Submit tab to save and submit.

Chapter 4: General Knowledge and SkillsSupporting Documentation
Valid file types: gif, jpg, pdf, zip, txt, doc, xls, ppt, rtf, docx, xlsx, pptx
Instructions
Explanation
Copy and paste the specific language that meets or exceeds this requirement. Also indicate where specifically in the document this language can be found. Provide information on what testing methodology is used to demonstrate comprehension.

4.2

General Knowledge for the Telecommunicator
The following general areas of knowledge have been identified for the Telecommunicator regardless of their area of public safety expertise. The Agency shall require the Telecommunicator to demonstrate proficiency in at least the following areas:

4.2.1

Comprehension of jurisdictional boundaries and geography.Provide training materials related and testing methodology used to demonstrate comprehension. (Required)
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4.2.2

Proper application of Agency terminology. Provide training materials and testing methodology used for proper application. (Required)
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4.2.3

An awareness of and respect for diverse populations within the Agency’s service area. Provide training materials and testing methodology. (Required)
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4.2.4

The ability to identify and properly utilize Agency resources. Provide training materials and testing methodology , and
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4.2.5.1

Comprehension of their role in Incident Command Systems (ICS). Provide training materials and testing methodology. (Required)
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4.2.5.2

Comprehension of their role in National Incident Management Systems (NIMS), including, but not limited to required training, Tactical Interoperable Communication Plan (TICP). Provide training materials and testing methodology. (Required)
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4.2.5.3

Comprehension of their role in State or local emergency operations plans. Provide training materials and testing methodology. (Required)
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4.3

General Skills of the Telecommunicator
High-performing incumbent Telecommunicators have been identified as demonstrating the ability to:
  • Multi-task,
  • Think critically,
  • Provide effective customer service,
  • Make quick workable decisions,
  • Solve problems,
  • Work effectively with others, and
  • Accurately communicate effectively both verbally and in writing. List and provide materials for any training provided to Telecommunicators related to any of the above skills. What testing methodology is used to demonstrate the ability of these skills? (Recommended)

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4.3.9

The Telecommunicator shall demonstrate the application of effective interpersonal communication skills, which includes: (For each of the following skills, provide related training materials and the testing methodology used to demonstrate the application of the skill). (Required)

4.3.9.1

Active listening,
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4.3.9.2

Clear enunciation,
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4.3.9.3

The ability to be concise in verbal and written communications,
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4.3.9.4

Appropriate use of Agency terminology, codes, and signals,
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4.3.9.5

An understanding of plain speech/language techniques,
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4.3.9.6

The use of the Agency approved phonetic alphabet,
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4.3.9.7

The use of generally accepted customer service skills, and
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4.3.9.8

The ability to communicate on a professional level with internal and external customers.
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Chapter 5     Tools, Equipment, and Technology

This chapter addresses the need for all Telecommunicators (both new and veteran workers) to demonstrate proficiency on all appropriate tools, equipment, and technology they may be expected to operate within the public safety communications center. Most supporting documentation for this chapter will be materials within your training program.

All fields must be completed. If your agency does not provide a particular service or fulfill a specific function, please enter N/A and provide a reason within the explanation field.

If you choose to leave the application and want to save your progress, be sure to click the SAVE CHECKLIST button to save your progress. If you are finished, navigate to the Final Submit tab to save and submit.

Chapter 5: Tools, Equipment, and TechnologySupporting Documentation
Valid file types: gif, jpg, pdf, zip, txt, doc, xls, ppt, rtf, docx, xlsx, pptx
Instructions
Explanation
Copy and paste the specific language that meets or exceeds this requirement. Also indicate where specifically in the document this language can be found. Provide information on what testing methodology is used to demonstrate comprehension.

5.2

The Telecommunicator shall demonstrate the ability to create, access, and update incident data in accordance with Agency directives. Include related training materials and testing methodology used to demonstrate ability. (Required)
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5.3

The Telecommunicator shall demonstrate the ability to utilize existing communication tools, and/or available technologies to meet operational needs in both normal and back-up modes (i.e., radio intra/interoperability, telephone, and/or electronic relay system patches, local and state resources/networks, mapping and wireless communications, etc.) in accordance with agency policy and procedures, local, state, and federal laws. Include related training materials and testing methodology used to demonstrate ability. (Required)
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5.3.1

The Telecommunicator shall demonstrate the ability to operate Agency radio systems. Include related training materials and testing methodology used to demonstrate ability. (Required)
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5.3.2

The Telecommunicator shall demonstrate the ability to operate Agency computer systems. Include related training materials and testing methodology used to demonstrate ability. (Required)
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5.3.3

The Telecommunicator shall demonstrate the ability to operate Agency records management systems. Include related training materials and testing methodology used to demonstrate ability. (Required)
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5.3.4

The Telecommunicator shall demonstrate the ability to operate Agency telephone systems (including TTY/TDD). Include related training materials and testing methodology used to demonstrate ability. (Required)
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5.4

The Telecommunicator shall demonstrate the ability to maintain Agency equipment functionality within established parameters. Include related training materials and testing methodology used to demonstrate ability. (Required)
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5.5

The Telecommunicator shall demonstrate the ability to activate emergency alert systems according to agency parameters. Include related training materials and testing methodology used to demonstrate ability. (Required)
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Chapter 6     Professional Competence

This chapter identifies those components within Public Safety Communications that are critical for enhancing the professional competence of all Telecommunicators (both new and veteran workers). Some of these components have been outlined within the standard while others have been identified as being necessary for developing, maintaining, and enhancing the knowledge and skills of Telecommunicators. While the Agency has some responsibility for supporting and facilitating the development of the Telecommunicator’s professional competence, this chapter places primary accountability on the Telecommunicator.

Most supporting documentation for this chapter may be included in information provided throughout training to the Telecommunicator explaining their responsibilities related to their own learning during and continued after training.

All fields must be completed. If your agency does not provide a particular service or fulfill a specific function, please enter N/A and provide a reason within the explanation field.

If you choose to leave the application and want to save your progress, be sure to click the SAVE CHECKLIST button to save your progress. If you are finished, navigate to the Final Submit tab to save and submit.

Chapter 6: Professional CompetenceSupporting Documentation
Valid file types: gif, jpg, pdf, zip, txt, doc, xls, ppt, rtf, docx, xlsx, pptx
Instructions
Explanation
Copy and paste the specific language that meets or exceeds this requirement. Also indicate where specifically in the document this language can be found. Provide information on what testing methodology is used to demonstrate comprehension.

6.2.1

The training program addresses that the Telecommunicator is responsible for their own learning in the course of training. Include information provided to Telecommunicator that states this, for example a PowerPoint slide in a presentation, hand-out, etc. (Recommended)
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6.2.2

The training program addresses that the Telecommunicator is responsible for asking clarifying questions to ensure a thorough knowledge and understanding of the curriculum. Include information provided to Telecommunicator that states this. (Recommended)
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6.2.3

The training program addresses that the Telecommunicator is responsible for providing honest and specific feedback to trainers regarding learning style preferences or issues that impact their learning. Include information provided to Telecommunicator that states this. (Recommended)
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6.2.4

The training program addresses that the Telecommunicator is responsible for providing input to improve or enhance the curriculum in an effort to ensure current information is taught. Include information provided to Telecommunicator that states this. (Recommended)
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6.2.5

The training program addresses that the Telecommunicator is responsible for always presenting themselves in a professional manner, being on time, being prepared, and ready to learn and actively participate in their own learning. Include information provided to Telecommunicator that states this. (Recommended)
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6.2.6

The Telecommunicator shall be prepared to meet requirements of the learning environment or facility. Include information provided to the Telecommunicator on how they need to be prepared for training. (Required)
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6.3

The Telecommunicator shall demonstrate the ability to meet and/or exceed performance standards set by the Agency. Include performance standards and testing methodology to demonstrate ability. (Required)
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6.3.1

The Telecommunicator shall demonstrate job proficiency in assigned job tasks. Include example of testing methodology used to demonstrate job proficiency. (Required)
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6.3.2

The Telecommunicator shall comply with department, local, state, or federal regulations. Include information provided to the Telecommunicator stating they shall comply with regulations. (Required)
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6.3.3

The Telecommunicator shall actively seek and be receptive to feedback and review of their performance, including during the agency’s established quality assurance or quality improvement process. Include information provided to the Telecommunicator stating they shall actively seek and be receptive to feedback and review of their performance. (Required)
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6.3.4

The Telecommunicator shall identify professional goals that can be supported by the Agency. Include information provided to the Telecommunicator stating they shall identify professional goals. (Required)
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6.3.5

The Telecommunicator shall take responsibility for their own professional career development by actively seeking developmental opportunities to enhance their job knowledge and skills. List any developmental opportunities available to the Telecommunicator. (Required)
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6.3.6

The Telecommunicator shall demonstrate improvement of performance deficiencies. Include testing methodology used to demonstrate improvement of performance deficiencies. For example, evaluations to monitor progress, additional training and testing, etc. (Required)
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6.4

The Telecommunicator shall demonstrate the ability to operate within all written directives and plans established by the Agency. Include testing methodology used to demonstrate the ability to operate within all written directives and plans. (Required)
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6.4.1

The Telecommunicator shall remain current and informed of all policies, guidelines, and plans. Include information on how the Telecommunicator can remain current and informed of all policies, guidelines, and plans. (Required)
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6.4.2

The Telecommunicator shall demonstrate the appropriate application of policies, guidelines, or plans. Include testing methodology used to demonstrate the appropriate application. (Required)
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6.4.3

The Telecommunicator shall recommend updates to policies, guidelines, and plans when appropriate. Include information provided to Telecommunicator stating they shall recommend updates. (Required)
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6.5

The Telecommunicator should demonstrate the ability to utilize networking opportunities when appropriate. Include testing methodology used to demonstrate the ability to utilize networking opportunities. (Recommended)
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Per the job responsibilities selected in the application, your agency does not provide Public Safety Calltaker and thus these job responsibilities are not-applicable. If this is incorrect, please go to the application and ensure the correct job responsibilities have been selected in order to fully and accurately complete the checklist for review.
Per the job responsibilities selected in the application, your agency does not provide Law Enforcement Dispatcher and thus these job responsibilities are not-applicable. If this is incorrect, please go to the application and ensure the correct job responsibilities have been selected in order to fully and accurately complete the checklist for review.
Per the job responsibilities selected in the application, your agency does not provide Fire Service Dispatcher and thus these job responsibilities are not-applicable. If this is incorrect, please go to the application and ensure the correct job responsibilities have been selected in order to fully and accurately complete the checklist for review.
Per the job responsibilities selected in the application, your agency does not provide Emergency Medical Services Dispatcher and thus these job responsibilities are not-applicable. If this is incorrect, please go to the application and ensure the correct job responsibilities have been selected in order to fully and accurately complete the checklist for review.

Final Submit

Step 4: Initial review of submission

Step 5: Review

Step 6: The Declaration



After the completed application and supporting documentation has been submitted, the next steps include:

Step 4: Initial review by APCO for complete submission
Upon submission of these required materials, documentation and application fee, APCO International Staff will conduct an initial review of the material to check all materials have been received and steps completed as required by the application process. NOTE: The reviewers can only approve the program based upon the materials submitted. This requires strict reliance upon the applicant to submit all necessary documentation and materials. The initial review by APCO International Staff is designed to detect missing documentation or materials; however, it is the responsibility of the applicant to ensure all required documentation has been submitted. If staff detects any information is missing, the agency POC will be contacted to submit the information needed. Depending on the amount of missing documentation or completeness of the application, the submission date of the application may be changed to the date the application is deemed complete. It is extremely important for the agency to ensure completeness before final submission, especially if wanting to qualify for the early submission discount and/or to be considered for recognition at the upcoming APCO Annual Conference and Expo.

Step 5: Review
Subject Matter Experts will be assigned to review the application and supporting documentation for compliance with APCO ANS 3.103.1-2010.

Should the review reveal any deficiencies in the submitted material, the applicant will be contacted by email and given an opportunity to address these deficiencies by providing supplemental materials or correcting erroneous information in the current review cycle. This will be done by accessing the online application and uploading further information in the areas highlighted by red text. The colors of the tabs will also assist in navigating to these areas.

A deadline to complete the needed information will be included within the email. If documentation has not been received by the deadline, the review will be delayed and the agency will be contacted regarding possible next steps. A written request to extend the deadline may be requested by the agency, but it must be received before the deadline. Depending on when the application was submitted and how many requests for information preceded the outstanding inquiry, the application may be suspended for the next round of review or denied certification. Please refer to the APCO P33 Training Program Certification application Guidelines for more information.

The agency POC will receive an email stating when the review has been completed. The email will notify the agency that no further information is needed and the review has been completed. This will not include the results of the review, an official notification will be sent (see below).

Step 6: The Declaration
Upon completion of the review, the P33 Certification Sub-Committee will provide their recommendation for the Agency’s Training Program to the Call Center Standards Committee regarding APCO Project 33 Training Program Certification.

Approval A formal letter will be sent to the agency from the Chair of the Call Center Standards Committee notifying them of their certification award before July 1. Agencies achieving Training Program Certification will be recognized at the APCO International Annual Conference and Exposition, depending on when the application was submitted.

APCO International will produce a press release announcing the certification and assist the agency with planning public relations activities once APCO has made the official announcement. After certification has been achieved, the agency may place the certification mark on training materials, Web site and other approved items. Certification is good for three years from the date recognized at conference or until the standards have been updated, whichever happens first, never to exceed three years.

Denial of Certification
If certification is not granted, the agency will receive a formal letter from the Chair of the Call Center Standards Committee including information on deficiencies. If the review does not indicate the submitted program meets the standard or the submitted materials are otherwise lacking sufficient documentation to conduct a thorough review, the applicant shall receive notice of eligibility of an extension. No additional application fee is required. The applicant is solely responsible for making a formal request for the extension in writing to APCO International’s Comm Center & 9-1-1 Services Staff, 351 N. Williamson Blvd, Daytona Beach, FL 32114 within thirty (30) days of notification of certification denial. Agencies failing to receive certification after a second review will be required to reapply for certification in a subsequent review cycle and submit a second non-refundable application fee.

Final Submission
Please review the application, standards and supporting documentation and explanations provided for completeness before final submission. Once the final submit below is completed, the application cannot be accessed again until after the review.