National Resource Center


National Survey

1. For the State of: Arkansas

a) Contact Person: Carmen M. Bryant, Manager 9-1-1

b) Name : ALLTEL Service Corporation

c) Address : P.O. Box 2177 Little Rock, AR 72203

d) Phone: (501) 661-8998

e) Fax: (501) 661-5107

2. Does your state have minimum Telecommunicator Training Standards?

a) NO

3. a. If the answer to question #2 is yes, are the standards;

  • a) oMandated, oVoluntary, oLegislated Statute by Law oOther?
  • b) Comments:
  • c) b. When were the standards established? (date):
  • d) c. Have they been revised or modified?
  • e) d. Are you satisfied with the current status of your state’sminimum training standards?
  • f) Comments if answer is no :

4. If the answer to question #2 is no, is your state considering, or in the processof establishing telecommunicator training standards? YES

  • a) When is implementation anticipated? 1996
  • b) Comments: Plans are to introduce legislation in 1996for cellular surcharge to pay for telecommunications training.
  • c)

5. Summarize the work plan and methodology used to accomplish the goal ofestablishing Minimum Telecommunicator Training Standards for your state:

6. How long did it take to establish state standards?

7. Was there any organized opposition?: Y N

a) If yes explain how it was overcome or dealt with:

8. What agency or regulatory board in your state is responsible foradministering state telecommunicator training standards?

9. How are telecommunicator training costs funded?

a) oTelephone Tax or Surcharge oState Budget Appropriation oLocalGovernment oOther

10. (a) How much money is dedicated to training: $ and how often?;

  • a) oMonthly oQuarterly oSemi-Annually oAnnually
  • b) Other:
  • c) (b) Does your state also assess other providers such as,
  • d) Cellular? Y N
  • e) PCS? Y N
  • f) Competitive Local Exchange Carriers? Y N
  • g) Mobile Satellite Service? Y N
  • h) If yes, and the legislation is separate from the telecommunicator traininglegislation, please attach a copy of that legislation.

11. Do your state standards include telecommunicator hiring or selectionstandards? Y N

a) Comments:

12. List your State’s minimum telecommunicator training standards inorder to qualify for state certification. (Please attach)

13. Indicate what areas of public-safety communications are included inyour state certification program;

  • a) oCall Takers Hours required
  • b) oLaw-Enforcement Dispatcher Hours required
  • c) oFire Dispatcher Hours required
  • d) oEmergency Medical Dispatch Hours required
  • e) oEmergency Medical Technician Hours required
  • f) oOther (NCIC) Hours required
  • g)

14. Does your state have differenttelecommunicator training standards for call-takers and dispatchers? Y N

a) If yes please explain:

15. Within what time frame must a newtelecommunicator receive certification?

16. Are there any “Grandfather Clause”provisions? Y N

a) If yes explain:

17. Does your state recognizetelecommunicator training certifications from other states? Y N

18. Do your state telecommunicatortraining standards exempt any of the following:

  • a) oPart-time Telecommunicators
  • b) oFill-in Law-Enforcement,Firefighters, EMTs, etc.
  • c) Comments :

19. Does your legislation contain any ofthe following provisions:

  • a) oRequirement to administer and/orapprove examinations
  • b) oCertify Telecommunicators on apermanent or temporary basis
  • c) oEstablish requirements foraccreditation of telecommunicator training courses
  • d) oEstablish requirements foraccreditation of telecommunicator training
  • e) instructors
  • f) oEstablish requirements foraccreditation of telecommunicator training schools
  • g) oEstablish procedures and requirementsfor continuing education
  • h) oEstablish procedures and requirementsfor recertification
  • i) If yes, what are recertification requirements:
  • j) oEstablish grounds for suspension or revocation of certificates
  • k) oEstablish specific language or limits of liability for telecommunicators

20. What method/s are used to provide training;

  • a) oLaw Enforcement Academy,
  • b) oFire Academy,
  • c) oEMS Board
  • d) oUniversity or College
  • e) oVocational Schools
  • f) oThe APCO Institute 40 Hour Course
  • g) oAccredited local government public-safety agency
  • h) oOther Commercial Vendors
  • i) oOther

21. What subjects and how many hours are required as part of theminimum training curriculum;

  • a) Subject Required Hours
  • b) Interpersonal Communications
  • c) Role of The Telecommunicator
  • d) The Communications Function
  • e) Telephone Techniques
  • f) 9-1-1 Operating Systems
  • g) Hearing Impaired Callers
  • h) Handling Hysterical & Suicidal Callers
  • i) Basic Radio Broadcasting Techniques
  • j) Law-Enforcement Terminology
  • k) Fire Service Terminology
  • l) EMS Terminology
  • m) Emergency Call Processing Guidelines:
  • n) Law Enforcement
  • o) Fire
  • p) EMS
  • q) Haz Mat Awareness
  • r) Record Keeping Systems
  • s) Telecommunicator Liability
  • t) Fire/EMS Scene Safety
  • u) Officer Survival
  • v) Simulations
  • w) Please add any other subjects:
  • x)

22. Do your training standards contain a requirement for the establishmentof Emergency Medical Dispatch Pre-Arrival Instruction Program? Y N

23. Do requirements for state certification contain any other provisionssuch as minimum education, minimum age, minimum typing skills, ride alongprograms, etc., Y N

a) If yes, please explain:

24. If a test is required for certification what percentage or scoreconstitutes a passing grade?

25. Does your state offer provisional certification?Y N,

a) If Yes, how does someone qualify for provisional status?

26. How long after passage of legislation, did agencies have to be incompliance with the telecommunicator training requirements?:

27. Does your Minimum State Telecommunicator Training Programprovide college credit? Y N

Thank You!