National ResourceCenter


National Survey

1. For the State of: Maryland

a) Contact Person: MarilynE. Farndon

b) Name : EmergencyNumber Systems Board

c) Address : Suite 209, 6776Reisterstown Road, Baltimore, MD 21215-2341

d) Phone: (410)764-4009

e) Fax: (410)764-4136

2. Does your state have minimum Telecommunicator TrainingStandards? YES, (Standards yes,course development no)

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

  • a) oMandated, oVoluntary, þLegislated Statute by Law oOther?
  • b) Comments:
  • c) b. When were the standards established? (date): 12/95
  • d) c. Have they been revised or modified? NO
  • e) d. Are you satisfied with the current status of your state’s minimum training standards?
  • f) Comments if answer is no : Course is still being developed as of 1/18/96

4. If the answer to question #2 is no, is your stateconsidering, or in the process of establishing telecommunicatortraining standards?; YES

  • a) When is implementation anticipated? Within one (1) year.
  • b) Comments: Working with community college to develop curriculum.

5. Summarize the work plan and methodology used to accomplishthe goal of establishing Minimum Telecommunicator TrainingStandards for your state: CommunityCollege providing method and structure and PSAP personnel areproviding content expertise.

6. How long did it take to establish state standards? Three (3) years.

7. Was there any organized opposition?: NO

  • a) If yes explain how it was overcome or dealt with: Only concerns are from PSAP’s regarding funding to pay for salaries.

8. What agency or regulatory board in your state isresponsible for administering state telecommunicator trainingstandards? EmergencyNumber Systems Board.

9. How are telecommunicator training costs funded?

  • a) þTelephone Tax or Surcharge oState Budget Appropriation oLocal Government oOther

10. (a) How much money is dedicated to training: $1,500,000 (to date) and howoften?;

  • a) þMonthly oQuarterly oSemi-Annually oAnnually
  • b) Other: .10 cents is assessed monthly as surcharge
  • c) (b) Does your state also assess other providers such as,
  • d) Cellular? YES
  • e) PCS? YES
  • f) Competitive Local Exchange Carriers? YES
  • g) Mobile Satellite Service? NO
  • h) If yes, and the legislation is separate from the telecommunicator training legislation, please attach a copy of that legislation.

11. Do your state standards include telecommunicator hiring orselection standards? NO

a) Comments: Eachjurisdiction handles their own.

12. List your State’s minimum telecommunicator trainingstandards in order to qualify for state certification. None provided

13. Indicate what areas of public-safety communications areincluded in your 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 different telecommunicator trainingstandards for call-takers and dispatchers?YES

a) If yes please explain: For calltakers only.

15. Within what time frame must a new telecommunicator receivecertification? Withinone (1) year of date of hire.

16. Are there any “Grandfather Clause” provisions?NO

a) If yes explain: Stillbeing considered.

17. Does your state recognize telecommunicator trainingcertifications from other states? NO.(Optional for PSAP Directors).

18. Do your state telecommunicator training standards exemptany of the following:

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

19. Does your legislation contain any of the followingprovisions:

  • a) oRequirement to administer and/or approve examinations
  • b) þCertify Telecommunicators on a permanent or temporary basis
  • c) oEstablish requirements for accreditation of telecommunicator training courses
  • d) oEstablish requirements for accreditation of telecommunicator training
  • e) instructors
  • f) oEstablish requirements for accreditation of telecommunicator training schools
  • g) oEstablish procedures and requirements for continuing education
  • h) oEstablish procedures and requirements for 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) þThe APCO Institute 40 Hour Course
  • g) oAccredited local government public-safety agency
  • h) oOther Commercial Vendors
  • i) þOther will use train the trainer program for each PSAP.

21. What subjects and how many hours are required as part ofthe minimum training curriculum;

  • a) Subject Required Hours
  • b) Interpersonal Communications 0.
  • c) Role of The Telecommunicator 0.
  • d) The Communications Function 0.
  • e) Telephone Techniques 0.
  • f) 9-1-1 Operating Systems 0.
  • g) Hearing Impaired Callers
  • h) Handling Hysterical & Suicidal Callers
  • i) Basic Radio Broadcasting Techniques 0.
  • j) Law-Enforcement Terminology
  • k) Fire Service Terminology
  • l) EMS Terminology
  • m) Emergency Call Processing Guidelines: 0
  • n) Law Enforcement
  • o) Fire
  • p) EMS
  • q) Haz Mat Awareness 0.
  • r) Record Keeping Systems 0.
  • s) Telecommunicator Liability
  • t) Fire/EMS Scene Safety
  • u) Officer Survival
  • v) Simulations
  • w) Please add any other subjects:
  • x) Stress Management 0.
  • y) Technical Training 0.

22. Do your training standards contain a requirement for theestablishment of Emergency Medical Dispatch Pre-ArrivalInstruction Program? NO

23. Do requirements for state certification contain any otherprovisions such as minimum education, minimum age, minimum typingskills, ride along programs, etc., NO
a) If yes, please explain:

24. If a test is required for certification what percentage orscore constitutes a passing grade?

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 haveto be in compliance with the telecommunicator trainingrequirements?:

27. Does your Minimum State Telecommunicator Training Programprovide college credit? NO

Thank You!