National Resource Center


National Survey

1. For the State of: Massachusetts

a) Contact Person: Robert Watkinson, ExecutiveDirector

b) Name : StatewideEmergency Telecommunications Board

c) Address : 400 Worcester Road, P.O. Box1496 Framingham, MA 01701

d) Phone: (508) 270-3911

e) Fax: (508) 270-3912

2. Does your state have minimum Telecommunicator Training Standards?YES

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

a) oMandated, oVoluntary, þLegislated Statute by Law oOther?

b) Comments: For Enhanced 9-1-1 only.

c) b. When were the standards established? (date): 1992

d) c. Have they been revised or modified? NO

e) d. Are you satisfied with the current status of your state’s minimumtraining standards? NO

f) Comments if answer is no : TelecommunicatorTraining Standards should encompass entire dispatching functions for statewidecontinuity.

4. If the answer to question #2 is no, is your state considering, orin the process of establishing telecommunicator training standards? YES

a) When is implementation anticipated?

b) Comments: Still in developmental stage.

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

6. How long did it take to establish state standards? Oneand one-half year.

7. Was there any organized opposition?: NO

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? SETBMA Enhanced 911 (within Public Safety)

9. How are telecommunicator training costs funded?

a) oTelephone Tax or Surcharge oState Budget Appropriation oLocal GovernmentþOther 411 Directory Assistance

10. (a) How much money is dedicated to training: $ andhow often?; $500,000

a) oMonthly oQuarterly oSemi-Annually þAnnually

b) Other: 1995 Start up costs, lower afterfull state is implemented.

c) (b) Does your state also assess other providers such as,

d) Cellular? NO

e) PCS? NO

f) Competitive Local Exchange Carriers? NO

g) Mobile Satellite Service? NO

h) If yes, and the legislation is separate from the telecommunicatortraining legislation, please attach a copy of that legislation.

11. Do your state standards include telecommunicator hiring or selectionstandards? NO
a) Comments:

12. List your State’s minimum telecommunicator training standards inorder to qualify for state certification. SeeLegislation

13. Indicate what areas of public-safety communications are includedin your state certification program;

  • a) þCall Takers Hours required 16.0hours
  • b) þLaw-Enforcement Dispatcher Hours required16.0 hours
  • c) þFire Dispatcher Hours required 4-16hours
  • d) þEmergency Medical Dispatch Hours required4-16 hours
  • e) þEmergency Medical Technician Hoursrequired 4-16 hours
  • f) oOther (NCIC) Hours required
  • g)

14. Does your state have different telecommunicator training standardsfor call-takers and dispatchers? NO

a) If yes please explain:

15. Within what time frame must a new telecommunicator receive certification?Prior to answering a 911 telephone call with a E911system

16. Are there any “Grandfather Clause” provisions? NO
a) If yes explain:

17. Does your state recognize telecommunicator training certificationsfrom other states? NO

18. Do your state telecommunicator training standards exempt any ofthe following: NO

a) oPart-time Telecommunicators

b) oFill-in Law-Enforcement, Firefighters, EMTs, etc.

c) Comments :

19. Does your legislation contain any of the following provisions:

  • a) þRequirement to administer and/or approveexaminations
  • b) þCertify Telecommunicators on a permanentor temporary basis
  • c) þEstablish requirements for accreditationof telecommunicator training courses
  • d) þEstablish requirements for accreditationof telecommunicator training instructors
  • e) oEstablish requirements for accreditation of telecommunicator trainingschools
  • f) þEstablish procedures and requirementsfor continuing education
  • g) þEstablish 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) þLaw Enforcement Academy,
  • b) þFire Academy,
  • c) oEMS Board
  • d) oUniversity or College
  • e) oVocational Schools
  • f) oThe APCO Institute 40 Hour Course
  • g) oAccredited local government public-safetyagency
  • h) oOther Commercial Vendors

i) þOther SETB Training Department

21. What subjects and how many hours are required as part of the minimumtraining curriculum;

  • a) Subject Required Hours
  • b) Interpersonal Communications
  • c) Role of The Telecommunicator
  • d) The Communications Function
  • e) Telephone Techniques 4.
  • f) 9-1-1 Operating Systems 5.
  • g) Hearing Impaired Callers 3.
  • 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 2.
  • r) Record Keeping Systems
  • s) Telecommunicator Liability
  • t) Fire/EMS Scene Safety
  • u) Officer Survival
  • v) Simulations 0.
  • w) Please add any other subjects:
  • x) Technical Training 2.

22. Do your training standards contain a requirement for the establishmentof Emergency Medical Dispatch Pre-Arrival Instruction Program? NO

23. Do requirements for state certification contain any other provisionssuch as minimum education, minimum age, minimum typing skills, ride alongprograms, etc., NO

a) If yes, please explain:

24. If a test is required for certification what percentage or scoreconstitutes a passing grade? 90%

25. Does your state offer provisional certification?NO
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?: Uponcutover to enhanced 911 system.

27. Does your Minimum State Telecommunicator Training Program providecollege credit? NO

Thank You!