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In the United States, people call 911 approximately 240 million times annually to seek help. During these calls, telecommunicators working in emergency communications centers (ECCs) must make life-or-death decisions promptly, which requires effective preparation for the transition to Next Generation 911 (NG911) services to avoid increasing an already high-stress environment. In Florida, the Department of Management Services (DMS) assists public safety communications in Florida through the Division of Telecommunications.
Creation of a training regimen to better prepare telecommunicators for the NG911 environment.
MCP hosted five courses with multiple virtual training workshops over seven months.
More than 500 telecommunicators in the state were trained through March 2022.
DMS received federal funding in 2019 for NG911 implementation but recognized that state officials and telecommunicators needed assistance creating and implementing a training curriculum for the new program due to a learning gap. They wanted to use federal funding to conduct training classes to prepare telecommunicators and officials working in state ECCs for the NG911 response environment.
Compared with legacy 911 systems, NG911 systems improve effectiveness in locating emergency callers and dispatching the appropriate response. NG911 systems are different from legacy 911 systems in the following ways:
After a competitive procurement process, DMS partnered with Mission Critical Partners (MCP) to create the curriculum and conduct the training. MCP created five virtual training workshops delivered over seven months in 2022. This approach was used to maximize flexibility for the telecommunicators wanting to take the courses and to reduce travel expenses. MCP subject-matter experts provided instruction.
Courses included the following:
The Results
More than 500 telecommunicators in the state were trained through March 2022.
“The online format with Zoom was fantastic. It helps those who want to take the class but are unable to be there physically. I hope this becomes available more in the future.”
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