National Resource Center


National Survey

1. For the State of: NewHampshire

a) Contact Person: BruceCheney

b) Name : Bureau ofEmergency Communications

c) Address : 10Hazen Drive Concord, NH 03305

d) Phone: (603)271-6911

e) Fax: (603)271-6609

2. Does your state have minimum Telecommunicator TrainingStandards? YES

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

  • a) þMandated, oVoluntary, oLegislated Statute by Law oOther?
  • b) Comments: At State PSAP only
  • c) b. When were the standards established? (date): 1995
  • 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? NO
  • f) Comments if answer is no : We are in the process of revamping.

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

  • a) When is implementation anticipated?
  • b) Comments:

5. Summarize the work plan and methodology used to accomplishthe goal of establishing Minimum Telecommunicator TrainingStandards for your state:

6. How long did it take to establish state standards? One (1) 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 isresponsible for administering state telecommunicator trainingstandards? N.H. Bureauof Emergency Communications.

9. How are telecommunicator training costs funded?

a) þTelephone Tax or SurchargeoState Budget Appropriation oLocal Government oOther

10. (a) How much money is dedicated to training: $100,000,00 andhow often?;

  • a) oMonthly oQuarterly oSemi-Annually þAnnually
  • b) Other:
  • c) (b) Does your state also assess other providers such as,
  • d) Cellular? NO
  • e) PCS? NO
  • 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? YES

a) Comments:

12. List your State’s minimum telecommunicator trainingstandards in order to qualify for state certification.

13. Indicate what areas of public-safety communications areincluded in your state certification program;

  • a) þCall Takers Hours required 320 Hours
  • b) oLaw-Enforcement Dispatcher Hours required
  • c) oFire Dispatcher Hours required
  • d) þEmergency Medical Dispatch Hours required 24. Hours
  • e) þEmergency Medical Technician Hours required 40. Hours
  • 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: Onlythe state PSAP has Telecommunicator Standards. Localjurisdictions set Dispatcher Standards.

15. Within what time frame must a new telecommunicator receivecertification? Three (3) months afterhire.

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

a) If yes explain:

17. Does your state recognize telecommunicator trainingcertifications from other states? NO

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

  • a) oPart-time Telecommunicators
  • b) oFill-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) oCertify 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) þLaw Enforcement Academy,
  • b) þFire Academy,
  • c) þEMS Board
  • d) oUniversity or College
  • e) oVocational Schools
  • f) þThe APCO Institute 40 Hour Course
  • g) þAccredited local government public-safety agency
  • h) þOther Commercial Vendors
  • i) oOther

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

  • a) Subject Required Hours
  • b) Interpersonal Communications 4.
  • c) Role of The Telecommunicator 1.
  • d) The Communications Function 2.
  • e) Telephone Techniques 3.
  • f) 9-1-1 Operating Systems 3.
  • g) Hearing Impaired Callers 4.
  • h) Handling Hysterical & Suicidal Callers 4.
  • i) Basic Radio Broadcasting Techniques 4.
  • j) Law-Enforcement Terminology 2.
  • k) Fire Service Terminology 2.
  • l) EMS Terminology
  • m) Emergency Call Processing Guidelines:
  • n) Law Enforcement 4.
  • o) Fire 3.
  • p) EMS 4.
  • q) Haz Mat Awareness
  • r) Record Keeping Systems 1.
  • s) Telecommunicator Liability 2.
  • t) Fire/EMS Scene Safety
  • u) Officer Survival
  • v) Simulations
  • w) Please add any other subjects:
  • x) ADA/Disability Awareness 6.
  • y) Government 8.
  • z) Geography 8.
  • aa) Sensitivity Training 8.
  • bb) Suicide Prevention 2.
  • cc) Technical Training (NYNEX & VESTA) 42.

22. Do your training standards contain a requirement for theestablishment of Emergency Medical Dispatch Pre-ArrivalInstruction Program? YES

23. Do requirements for state certification contain any otherprovisions such as minimum education, minimum age, minimum typingskills, ride along programs, etc.,YES

a) If yes, please explain: HighSchool Graduate, Prior Law Enforcement, Fire or EMS experience.

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!