The National/International Academies of Emergency Dispatch

139 E. South Temple, Suite 200Salt Lake City, Utah 84111United States of America

© 2011 NAED

TheEmergency

Telecommunicator

ii

This Emergency Telecommunicator Course Manual and the intellectual property described in it are copyrighted, with all rights reserved. Under applicable national and international copyright laws as well as laws and conventions covering intel-lectual property rights, this book and the intellectual property it describes or demonstrates may not be reproduced, distributed, publicly displayed, or copied, nor anything derived from it, in whole or in part, without the prior express and written consent of Priority Dispatch Corp. Copyrights, patents, and other intel-lectual property rights protections will be enforced against sup-pliers and users of unlicensed copies and derivative works. This book cannot be re-used or re-sold and may not be used by unlicensed parties.

The use of ® represents a registered trademark of Priority Dispatch Corp. and/or the National Academies of Emergency Dispatch. Trademarks include, but are not limited to: ED-Q, EMD Advancement Series, Emergency Fire Dispatch(er), Emergency Medical Dispatch(er), Emergency Police Dispatch(er), Emergency Telecommunicator, Fire Priority Dispatch System, International Academies of Emergency Dispatch®, International Academy of Emergency Fire Dispatch®, International Academy of Emergency Medical Dispatch®, International Academy of Emergency Police Dispatch®, Medical Priority®, Medical Priority Dispatch®, Medical Priority Dispatch System, MPDS®, National Academies of Emergency Dispatch®, National Academy of Emergency Fire Dispatch®, National Academy of Emergency Medical Dispatch®, National Academy of Emergency Police Dispatch®, Police Priority

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The content of this book is furnished for informational use only and is subject to change without notice. The copyright holders and authors assume no responsibility of liability for any errors, omissions, or inaccuracies within this book.

The following U.S. patents may apply to portions of the MPDS or software depicted in this book: 5,857,966; 5,989,187; 6,004,266; 6,010,451; 6,053,864; 6,076,065; 6,078,894; 6,106,459; 6,607,481; 7,106,835; 7,428,301; 7,645,234. The PPDS is protected by U.S. patent 7,436,937. FPDS patents are pending. Other U.S. and foreign patents pending. Protocol-related termi-nology in this text is additionally copyrighted within each of the NAED’s discipline-specific protocols. Original MPDS, FPDS, and PPDS copyrights established in September 1979, August 2000, and August 2001, respectively. Subsequent editions and support-ing material copyrighted as issued. Portions of this manual come from material previously copyrighted beginning in 1979 through the present.

Edition 1: 2001 Edition 2: 2007 Edition 3: 2011

This is the official Emergency Telecommunicator Course Manual of the National/International Academies of Emergency Dispatch®. This book defines the principles, practices, and standards of care that the Academy has set for practitioners of Emergency Telecommunications. Professional Emergency Telecommunicators (ETCs) should understand and be able to effectively use the tools and information this book provides. Academy training, testing, qualification, and certification are

based on the principles contained in this book.Founded in 1988, the National/International Academies of

Emergency Dispatch® is a nonprofit, certification, and standard-setting organization for Emergency Medical Dispatch (EMDs), Emergency Fire Dispatch (EFDs), and Emergency Police Dispatch (EPDs). With almost 60,000 certified dispatchers in 38 countries, the Academy is the largest independent emer-gency dispatcher organization in the world.

The Official Emergency Telecommunicator Course Manual

139 E. South Temple, Suite 200Salt Lake City, Utah 84111United States of America

Phone: 800-960-6236 801-359-6916Fax: 801-359-0996

E-mail: ETC@emergencydispatch.orgWeb: www.emergencydispatch.org

The National/International Academies of Emergency Dispatch

© 2001–2011 NAED/IAED

Photo Credits© 911 Pictures: figures 5.5, 5.12, 6.8

Andrea Booher, U. S. Department of Homeland Security, FEMA: figures 8.4b, 8.7a

© Associated Press: figures 1.15, 2.2, 5.16, 8.4a, 12.14

© Bachmann/Photo Researchers Inc.: figure 5.14

© Bill Fritsch/Brand X Pictures: figures 9.10, 10.1, 10.2

© Bruce Ayers, Tony Stone: figure 3.19, page 7.1

© Craig Jackson, In the Dark Photography: figure 5.18

© Dan McCoy/RAINBOW/PictureQuest: figure 7.11

© Epilepsy Foundation of America, 1999: figure 7.6

© Fons Reijsbergen, stock.xchng: figures 7.4, 7.8

© ICS/PictureQuest, 1999: figure 5.13

© Jani Bryson, Istockphoto: figure 1.12

Joshua Vigas/Cori Latimer: figures 5.7, 5.11, 5.15, 5.19, 5.20, 5.23, 5.24, 6.6, 7.10, 7.12, 7.13, 9.16a

Lee Wilson: figure 9.14

© Lowell Georgia/Photo Researchers Inc.: figure 12.12

National Aeronautics and Space Administration: figure 8.1

© Rich Tull, Istockphoto: figure 3.14

Robert Kaufman, U. S. Department of Homeland Security, FEMA: figure 8.7b

© Ronny Beliën, stock.xchng: figure 6.12

U. S. Department of Homeland Security: figure 8.6

USDA: figure 12.8

USGS/Cascades Volcano Observatory: figure 8.2

Win Henderson, U. S. Department of Homeland Security, FEMA: figure 7.14

NAE110729

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ForewordWhat is your initial instinct when entering the unknown? Is it excitement? Fear? Courage? Skepticism? Caution? Resistance? Why do you desire to experience the unknown realm of an emergency telecommunicator (ETC)? What is it about the nature of this work that relates to your purpose or passion? How does it reflect what you desire for yourself? How does it enhance the unique path of your life? What would you like to see happen through your involvement with emergency telecommunication, both for you and for others?

Think a lot about your answers. They may reveal a great deal about how well you will adapt to your new profession, which in many ways requires a far greater sense of one’s humanity than most.

Experience is what enables our growth. Each call that lights up the board of the ETC is a gauntlet that offers the challenge of refinement. The lifeline we offer a drowning victim cannot help but enhance our lives in the most personal way. It’s the essence of who you are, not just the information you utilize, that’s important to your work.

Consider one special person in your life who made a profound difference in your feelings and behaviors regarding an extreme situation. The “humanity” of every victim is in need of the “humanity” that exists in you. This is felt instinctually through the human connection and, believe it or not, it’s just as important as the technical application necessary to deliver the message. You are extremely important, and your work is the work of heroes and heroines. You are the connection needed for the circuit of healing for those reaching out from places of trouble, uncertainty, and fear. In many cases, this trouble may mean the difference between life and death. And in what epics of myth and magic is this not the case? Although you won’t be wearing a cape and entering the scene in a Batmobile, the response to your very voice will be no different than to that of any hero who has come to save the day: “Oh, thank God!”

The first line thrown out from every story or crisis is the initial call for help. The caller is the key to the type of response required. With the initial information received, the navigational course begins to unfold. As one unknown after the other presents itself through this initial contact, fluidity, adaptability, and basic values held by each ETC come into play. The reasons why you’re there at all affect even the most technical procedures on deeper levels of mind. Like the great Oz behind the curtain, you give power to the voice and presence that’s reassuring to those in desperate need.

Because of the nature of this work, one’s own emotional and mental state must be held in a perspective that allows for the stress involved. Dennis Waitley was wisely quoted as saying:

“One of the best ways to properly evaluate and adapt to the many environmental stresses of life is to simply view them as normal. The adversity and failures in our lives, if adapted to and viewed as normal corrective feedback to use to get back on target, serve to develop in us an immunity against anxiety, depression, and the adverse responses to stress.”

Like an actor, the ETC has many scripts. Each of these scripts applies to a specific scene or crisis. The actor’s job is not to rewrite the script, but to enact its content to the utmost of his or her potential. Actors don’t receive awards for rewrites. They receive awards for excellence in acting, following direction, and bringing life and depth to words

already written on a page in such a way as to effect change in the audience.

In just this way, excellence in perfor-mance of a given script by an ETC is the objective. There is never a need to rewrite mid-scene! The ability to follow the script, to empathize with and understand the caller, to deliver the necessary information in such a way that the caller is changed is the goal. However, the ETC’s role is far more important than that of the actor of stage and screen, since the ETC’s audience truly needs the performance. The excel-

lence of your performance is what enables the optimal performance of the responders, as well as the state of mind that will greet them at the scene. As information flows back and forth through you as a conduit, the quality of your communication both ways will have already altered the situation, for better or worse.

The ability to make a difference while remaining objective is what this job can offer you. As you perceive the ways your daily experience is valuable to you and those you serve, your work will take on a deeper signifi-cance. It’s not just sacrifice, hard work, a need to survive, or the desire to serve others that’s taking up the hours in your day. There’s something more worth retrieving from the intensity of this type of work. At this point it may be a mystery, but emergency telecommunication is a two-way street. The more authentic you are in your integrity and human application to this cause, the greater the personal rewards. Perhaps it’s a law of the universe.

— Aurora Seaton

Like the great Oz behind the curtain, you give power to the voice and presence that’s reassuring to those in desperate need.

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AcknowledgementsThe Emergency Telecommunicator Certification Course curriculum was created by the National/International Academies of Emergency Dispatch® (NAED™/IAED™) with the help and advice of numerous experts in the field of emergency telecommunication. It was developed to fill a void in existing basic emergency telecommunicator courses, namely the role of structured calltaking and protocol compliance. Contributors to the first edition of this manual included Jeff J. Clawson, M.D., Kevin Duffy, Brian Farnsworth, Bill Kinch, Larry Latimer, Beverly Leftwich, Susi Marsan, Robert Martin, Carlynn Page, Greg Scott, and Greg Spencer.

Communications center managers, trainers, and students throughout the United States and Canada quickly accepted the first edition of the Emergency Telecommunicator Course Manual and the associated 40-hour Emergency Telecommunicator Certification Course. The Academy has received a tremendous amount of feedback regarding the quality of the course and its materials and what could be done to make it even better. With this in mind, in 2006, the Academy formed the Emergency Telecommunicator (ETC) Board of Curriculum, which is made up of volunteers with excellent basic emer-gency telecommunicator training knowledge, skills, and experience.

The tasks of the ETC Board of Curriculum includes considering user feedback and reexamining the contents of the existing course and manual in an attempt to update and improve the course. This process considers the evolution of emergency communi-cation policy, procedure, protocol, and technology and the role of the modern-day emergency telecommunicator.

The initial printing of Edition 1 of the Emergency Telecommunicator Certification Course, in 2001, was 10,000 copies, with an additional printing of 4,000 copies in 2006. Edition 2 of the Emergency Telecommunicator Certification Course was released in 2007. A total of 19,000 copies of Edition 2 have been printed. We now, in 2011, introduce Edition 3 of the Emergency Telecommunicator Certification Course.

Some of the material in the ETC Course is also covered in the Academy’s next level of courses: Emergency Fire Dispatch (EFD), Emergency Medical Dispatch (EMD), and Emergency Police Dispatch (EPD). These are the concepts in chapters 3, 4, 10, 11, and 12 (Telecommunication Essentials, Call Management, Legal Aspects of Public Safety Communication, Quality Assurance and Quality Improvement, and Dispatch Stress, respectively). The Boards of Curriculum for all four of these courses have structured them so that those who are certified as ETCs can take the next level of courses without having to duplicate the content in those courses, provided they attend the EFD, EMD or EPD Certification Course within six months of the ETC Certification Course. This can eliminate up to 24 hours of additional instruction for those attending, and becoming certified in, all four areas.

We are confident that this new curriculum and process will provide the informa-tion and educational experiences needed to quickly prepare entry-level emergency telecommunicators to begin their careers in public safety.

— Larry Latimer, M.Ed. NAED/IAED Director of Curriculum Design

ETC Board of Curriculum

Susi Marsan, Chair

Jim Grissom

Nancy Lockhart

David Massengale

Craig Whittington

Academy Editor

Brett Patterson

Advisory Members

Jeff Clawson, M.D.

Jay Dornseif

Chris Knight

Larry Latimer

Greg Spencer

Mike Thompson

Dave Warner

Layout & Production

Julie Green

Alyssa Whitney

Copyediting

Dave C. Ogden

Cynthia Murray

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ContentsRoles and Responsibilities of the Emergency Telecommunicator . . . . . . . . . . 1 .1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2Mission Statements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2Policy, Procedure, and Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3Essential Knowledge, Skills, Abilities, and Attitudes . . . . . . . . . . . 1.7Horizontal vs. Vertical Dispatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.9Roles of the Emergency Telecommunicator . . . . . . . . . . . . . . . . . .1.10Ethics, Values, Professionalism, and Image . . . . . . . . . . . . . . . . . . .1.19Media Relations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.23Confidentiality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.23Serving the Community . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.24Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.26Footnotes and References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.28

Emergency Telecommunication Technologies . . . . . . . . . . . . . . . . . . . . . . . 2 .1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2.2Telephone Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2.2Wireless Communication Systems . . . . . . . . . . . . . . . . . . . . . . . . . .2.4Voice over Internet Protocol (VoIP) . . . . . . . . . . . . . . . . . . . . . . . . .2.6Next Generation Emergency Number System . . . . . . . . . . . . . . . . 2.7Alarm Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.7Emergency Number Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . .2.8TDD/TTY Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.12Manual Dispatching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.13Computer-Aided Dispatch (CAD) . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.14Archiving/Logging Systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.17Radio Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.18Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.18Footnotes and References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2.20

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Telecommunication Essentials . . . . . . . . . . 3 .1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3.2The Communication Cycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3.2Strategies for Effective Communication . . . . . . . . . . . . . . . . . . . . .3.6Listening Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.7Diction and Enunciation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3.8Telecommunication Techniques . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.9What You Don’t Say Can Be Heard and Felt . . . . . . . . . . . . . . . . . .3.11Types of Callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.12Types of Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.13Basic Rationale and Goals for Call Processing . . . . . . . . . . . . . . . 3.17Routing, Transferring, and Relaying Calls and Information . . . . 3.17Answering the Emergency Number Phone . . . . . . . . . . . . . . . . . 3.20Use of Approved Protocols (Priority Dispatch Systems™) . . . . . .3.22Information Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3.25Using Good Judgment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.30Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3.33

Call Management . . . . . . . . . . . . . . . . . . . . 4 .1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.2Customer Service and Call Management . . . . . . . . . . . . . . . . . . . . .4.2Emotional Callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.5Emotional Content and Cooperation Score (ECCS) . . . . . . . . . . . .4.5Predictable Caller Behaviors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.8The Gap Theory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.9Five Techniques of Call Management . . . . . . . . . . . . . . . . . . . . . . . .4.11Cultural Diversity and Communication . . . . . . . . . . . . . . . . . . . . . 4.12Special Caller Situations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.13High-Risk Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.18Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.21Footnotes and References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4.22

Law Enforcement/Police Call Classification . . . . . . . . . . . . . . . . . . . 5 .1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.2Types of Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.2Protocol and Call Classifications. . . . . . . . . . . . . . . . . . . . . . . . . . . .5.3In-Progress, Just-Occurred, and Past-Event Calls . . . . . . . . . . . . .5.4Law Enforcement/Police Call Classifications . . . . . . . . . . . . . . . . . 5.7Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5.42

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Fire/Rescue Call Classification . . . . . . . . . 6 .1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.2Fire/Rescue Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.2Fire/Rescue Call Classifications . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.5Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6.24

Medical Call Classification . . . . . . . . . . . . . 7 .1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.2Medical Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.2Medical, Trauma, and Time-Life Priority Incidents . . . . . . . . . . . . . 7.4Medical Incident Classifications (Chief Complaints) . . . . . . . . . . . 7.5Trauma Incident Classifications (Chief Complaints) . . . . . . . . . . . 7.14Time-Life Priority Incident Classifications (Chief Complaints) . . .7.23Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7.31

Disaster Preparedness and Readiness for ETCs . . . . . . . . . . . . . . . 8 .1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8.2Types of Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8.2National Incident Management System (NIMS) . . . . . . . . . . . . . . .8.3Incident Command System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8.3Effects of a Disaster on the PSAP . . . . . . . . . . . . . . . . . . . . . . . . . .8.7Preparing for Disaster as an ETC . . . . . . . . . . . . . . . . . . . . . . . . . . 8.8PSAP Mutual Aid Programs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8.10Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8.11

Radios and Radio Broadcast Procedures . . . 9 .1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9.2Radio Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9.2Broadcast Rules and Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . .9.6Monitoring Responder Safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9.13National Radio Communication Regulatory Agencies . . . . . . . . . 9.14Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9.16

Legal Aspects of Public Safety Communication . . . . . . . . . . . . . . . . . . . . 10 .1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.2Law and Ethics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.3Confidentiality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.3Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.6Legal Liability and Community Expectations . . . . . . . . . . . . . . . 10.12Risk Management and Liability . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.14Dispatch Danger Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.16Emergency Vehicle Collisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.22Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.23Footnotes and References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10.27

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Quality Assurance and Quality Improvement . . . . . . . . . . . . . . . . . 11 .1

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11.2A Clear, Reproducible, Standardized Process . . . . . . . . . . . . . . . . .11.2Certification and Recertification . . . . . . . . . . . . . . . . . . . . . . . . . . .11.2Case Review (Quality Assurance) . . . . . . . . . . . . . . . . . . . . . . . . . . .11.3Case Review Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11.4Continuing Dispatch Education . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11.4Quality Assurance and Quality Improvement Summary . . . . . . . .11.5Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11.6

Dispatch Stress . . . . . . . . . . . . . . . . . . . . 12 .1Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.2Understanding Stress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.2Stressors Unique to Public Safety Calltaking and Dispatch . . . . 12.6Recognizing Stress and Burnout . . . . . . . . . . . . . . . . . . . . . . . . . 12.10Managing the Effects of Distress and Burnout . . . . . . . . . . . . . . 12.13Incident-Related Stress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.19Checking Your Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12.22

Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . A .1Important NAED/IAED ETC Certification . . . . . . . . . . . . . . . . . . . . A.2Certification Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.3ETC Certification Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.5ETC Course Evaluation Form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .A.7NAED/Emergency Telecommunicator/ Public Safety Acronyms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.10Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.12Critical Call Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.18FYI Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.18

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