TO: Public Safety Communications Professionals
FROM: Chris Fischer, Chair
Telematics Task Force
RE: Recommended Best Practices for Telematics Call Processing
Sept 14, 2004
APCO is very pleased to announce the completion of a "best practices" document to guide both PSAPs and Telematics Service Providers with an effective method of communications to provide service to our "customers." This document was presented and approved by the Board of Officers at the Conference in Montreal on August 13th.
It is the intention of this document to provide clear operational guidelines to PSAPs that receive calls for service from the telematics service provider and provides guidance for that exchange of information. Also included is a glossary of terms for use by PSAPs as well as the telematics industry.
These recommendations are based on site visits to Telematics Call Centers, input from telematics service providers as well as focus group meetings with PSAPs from across the country. These guidelines are not intended to replace local response procedures but rather enhance and facilitate the exchange of vital information between the Telematics Call Center and the local PSAP.
As indicated in the document itself (http://www.apcointl.org/documents/TSPAug604.pdf), it is recommended that this training be completed within 12 months of initial hire date and that existing training programs be evaluated to insure that the elements addressed within the standard are included in the training for the telecommunicator.
APCO recognizes the value of initial training of telecommunicators and is hopeful that our members find this updated standard useful and meaningful in their training efforts.
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