Departments

Emergency Services

Emergency Communications

Training

Initial Training – Dispatcher Trainee
Continuing Dispatch Education Programs
Public Education Programs
Citizen’s Academy for 9-1-1 Program

In order to prepare our personnel to handle the many calls for emergency assistance the Bucks County Department of Emergency Communications has created a Training Division to meet the ever-increasing need of adequate training. Training Division staff consists of qualified instructors and communications training officers (CTO's) who are certified to local state and national standards for public safety communications. The Training Division is a service and support entity providing for the training needs of this Department and also provides specific topic-related training services for system users and the citizens of Bucks County through various educational programs. The Department of Emergency Communications is committed to high standards of training to assist in meeting the Department's goals and compliance with local, Commonwealth and national standards.

Initial Training - Dispatcher Trainee
Newly hired Dispatcher Trainees are introduced to the Bucks County Emergency Communications system and facilities and learn through an intensified basic training program. The 540-hour program is divided into several phases to provide the Dispatcher Trainee with the maximum exposure to the required training materials and modules. Each phase is designed to be progressive adding new information and techniques as the training progresses.

Classroom Phase is comprised of learning modules covering public safety communications orientation, CPR, basic emergency medical dispatch, Bucks County Computer-Aided Dispatch system and Radio System technology knowledge and skills, basic stress management and wellness overview. This list is not all-inclusive. Various written exams are conducted throughout the training and must be successfully completed for the Dispatcher Trainee to continue in the training.

Also included in the classroom phase is guided emergency call taking and radio dispatch training simulations, where trainees receive hands-on learning to prepare them on how to react to a variety of incoming and dispatched emergency and non-emergency call scenarios. This is all accomplished prior to answering actual emergency or non-emergency calls or dispatching actual emergency and non-emergency calls. Scenarios are developed to provide a close to reality feeling while handling the simulated calls. Scenarios are also designed in an instructional fashion from basic to the more complex calls. Practical exams assess and evaluate the effectiveness of the Dispatcher Trainee's ability to apply the knowledge, skills and abilities provided and developed during the basic classroom training.

On the Job Training (OJT) Phase is comprised of learning involving the handling of actual calls (receiving and dispatching of calls). During this phase Dispatcher Trainees are guided through calls with the close monitoring of their assigned Communications Training Officer (CTO), which may be either a supervisor or experienced dispatcher. During these phases the Dispatcher Trainee will work at the different 9-1-1 Call Taker and Radio Dispatch positions in the communications center to maximize their exposure to emergency and non-emergency calls and radio traffic as well as familiarize themselves with the geography and population of Bucks County.

During these phases of training, Dispatcher Trainees are trained as 9-1-1 Call Takers (Emergency Medical Dispatchers) who can handle incoming calls for EMS, Fire and Police situations as well as Police Radio Dispatchers who are able to communicate with responding police units on an assigned radio zone. EMS and Fire communications training is offered later once more experience is gained.

General Basic Training Outline

• Phase One - Classroom: Call Taker training (includes simulations and all Commonwealth mandated certifications and initial training) (240 hours / 8 weeks).
• Phase Two - OJT: On-Console Police Radio Dispatch training. (Includes the combining of Call Taking and Radio Dispatch multitasking in the later stages) (300 hours / 10 weeks)
• Phase Three - Probationary Period: During this phase the, now, Dispatcher I, works independently under supervision and is evaluated monthly on their performance, outside of any daily supervisory audits that may occur. During these sessions appropriate encouragement, correction and remedial training takes place to assist probationary dispatchers in maintaining and/or reaching higher levels of efficiency and confidence. Probation lasts for a 6-month period following successful release from Phases One and Two.

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Continuing Dispatch Education Programs
Bucks County Emergency Dispatchers are also exposed to training to assist them in maintaining their knowledge, skills and abilities. Many opportunities are provided to bring up to date issues and techniques to our dispatchers. Reviews of previously covered materials as well as introducing new information are covered in our continuing education programs. There are both mandatory and optional training offerings for dispatch personnel. Our mandatory continuing dispatch education programs exceed the minimum hours required under Commonwealth law and our optional training offerings are attended often by our personnel thereby indicating the commitment of our personnel to do their best for the residents of Bucks County.

Bucks County Department of Emergency Communications strives to meet or exceed Commonwealth of Pennsylvania regulations regarding emergency communications training (4PA Chapter 120b). We strongly believe that investing in training is investing in our dispatchers. The end result benefits the citizens and emergency responders of Bucks County.

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Public Education Program
If you go to any of the various community activities or local EMS or Fire Company or Law Enforcement events you may see one of our representatives there. We provide some basic public education and safety materials to our citizens and families looking for additional resources to teach the public and children about how to properly activate the 9-1-1 system.

School Programs
We offer programs to the elementary school students ranging from kindergarten to third grade through the use of age appropriate materials utilizing PowerPoint and video presentations. In addition, we offer the children an opportunity to practice making a 9-1-1 call on our interactive 9-1-1 telephone simulators. Our programs have been taught to various groups with positive results since 2002. All of our programs are free of charge.

Community Programs
We also will conduct presentations for church groups, scouting groups, businesses, municipalities, community events, senior centers/expos as well as job fairs/expos. We’ve presented at all of these venues and many have taken advantage of these worthwhile programs to enhance their safety knowledge to better their respective communities.

Interested parties should call Public Education Supervisor, Chuck Axt of our Training Division, if you are interested in a presentation, 9-1-1 Telephone Simulator session or if you are just looking for 9-1-1 education materials.

Chuck Axt, Public Education Supervisor
Office: (215) 328-5155
Fax: (267) 885-1322
chaxt@co.bucks.pa.us

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Citizen’s Academy for 9-1-1 Program
We are planning to host the second 8-hour Citizen’s Academy for 9-1-1 program on Saturday, May 7, 2011. The academy experience will give citizens who live, work or attend school in Bucks County, a little more in-depth look at their 9-1-1 system and how dispatchers interact with the public, emergency responders and each other during the course of a call to the emergency communications center.

Those who attend will have an understanding of the following:

• How a 9-1-1 call gets to the emergency communications center
• What happens when a 9-1-1 call is answered
• What questions the dispatchers will ask and why
• How dispatchers handle various calls involving
• Various emotional caller scenarios (irrational, abusive, highly emotional, etc.)
• Various calming techniques
• Various types of emergencies
• Understanding the similarities and differences in EMS, Fire and Police related calls
• Understanding mutual aid
• Overview of the Dispatcher Trainee training program
• Training program overview
• Compensation
• Advancement opportunities
• Basic overview of 9-1-1 center operations and administration
• Basic overview of Bucks County Emergency Services

Interested persons will be required to apply by filling out the application, printing and faxing to (267) 885-1322. You may also scan the completed form and return via email to chaxt@co.bucks.pa.us . Due to the secure and confidential environment of emergency communications each applicant will be required to comply with the terms and conditions of the Citizen’s Academy for 9-1-1 program as well as being screened for criminal background prior to acceptance into the program. All information you provide on the application is kept strictly confidential.

Terms & Conditions: Citizen’s Academy for 9-1-1
The purpose of the Citizen’s Academy for 9-1-1 is to provide Bucks County citizens with an in-depth understanding of their 9-1-1 emergency communications system. After attending, the participants will be presented with a certificate of participation. If participants are interested in employment we encourage them to apply properly through the Human Resources department when applications are being accepted.

Due to the secure nature of the emergency communications environment the following terms are in effect:

Privacy/Confidentiality
Bucks County provides official business for emergency medical services, fire and police departments in Bucks County. Information included is the identities of all parties involved and the details of the events being reported. All information will be treated as confidential to maintain appropriate privacy of information. Such information shall not be divulged to anyone who is not duly authorized.

Additionally, privacy laws prohibit communications center personnel, including other individuals participating in educational programs from obtaining or divulging, for their personal use the contents of any individual’s criminal or motor vehicle history.

Any person who does not comply with privacy/confidentiality rules can be held criminally or civilly accountable.

Prohibited Items
The use of any form of information/data capturing device is prohibited (including cell phones with audio, video or still capturing cameras, micro-recording devices, standard or digital video or still cameras of any kind, etc.). Those devices are to be left in your personal vehicle during the training sessions. Firearms or any weapons are strictly prohibited. Anyone in possession of prohibited items will be immediately disqualified and asked to leave.

All Bucks County facilities are smoke free. Smoking is not permitted inside any Bucks County buildings.

Participation
All participants understand the following:

• Participation in the Citizen’s Academy for 9-1-1 is voluntary and not compensated, nor is the participant an employee of Bucks County
• Participants are guests of the Bucks County Emergency Communications Department
• All applicants will be required to supply their driver’s license number and social security number for criminal history background checking prior to being permitted to participate in the program. All personal data provided for screening is kept strictly confidential.
• Participants in the Citizen’s Academy for 9-1-1 permit the County of Bucks Emergency Communications Department to photograph and video training sessions. Such information will be used for brochures, web pages or periodicals for recruitment or training purposes for future programs.
• Participants in the Citizen’s Academy for 91-1 permit the County of Bucks Emergency Communications Department to use their name in the list of graduates, placed on the department’s web page in recognition of those who graduate from the program.

Equal Access
This Bucks County facility provides equal access to all through ADA compliant ramps and elevators.

Registration Form
Fill out, and Fax to: (267) 885-1322 or Fill out, Scan and email to: chaxt@co.bucks.pa.us

 

For more information on the Citizen’s Academy for 9-1-1 Program please contact:
Chuck Axt, Public Education Supervisor
215-328-5155
chaxt@co.bucks.pa.us

     

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