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STANDARD SUMMARY FORMS

Chapter 10

CALL TAKING PROCEDURES

This chapter establishes guideline and procedures for call taking. These standards address non-emergency and emergency phone calls, including the 9-1-1 system. The standards also address telephone techniques, to include demonstrating call handling guidelines, interpersonal skills and friendly and accurate customer service.

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.01M A written directive specifies procedures for|RD – I |1 | | |

|obtaining information appropriate for the type of | | | | |

|call received by properly classifying a call by, | | | | |

|using the basic questioning techniques for each | | | | |

|call: | | | | |

|Who; |RD – I |1 | | |

|What; |RD – I |1 | | |

|When; |RD – I |1 | | |

|Where; |RD – I |1 | | |

|Why; |RD – I |1 | | |

|Weapons; and |RD – I |1 | | |

|How. |RD – I |1 | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.02M Written procedures are established to govern|RD |1 | | |

|interpersonal skills, to include: | | | | |

|Maintaining a professional demeanor on and off the |RD |1 | | |

|phone and radio; | | | | |

|Being courteous, patient, sincere and empathetic; |RD |1 | | |

|and | | | | |

|Using active listening skills in call taking and |RD |1 | | |

|obtaining information. | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.03M Telecommunicators have immediate access to |O |1 | | |

|the following resources, at a minimum: | | | | |

|Officer in charge; |O |1 | | |

|Duty rosters; |O |1 | | |

|Current contact information for all members; |O |1 |This may include home phone number, cell | |

| | | |phone number, e-mail, etc. | |

|Telephone numbers of emergency service agencies; |O |1 | | |

|and | | | | |

|Visual depictions of the communications center’s |O |1 | | |

|current service area. | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.04M A written directive requires |RD |1 | | |

|telecommunicators to use proper articulation and | | | | |

|pronunciation. | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.05M A written directive prohibits |RD |1 | | |

|telecommunicators from giving legal advice. | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.06M A written directive establishes procedures |RD |1 | | |

|for managing a suicidal caller. | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.07 A written directive establishes procedures |RD |1 | | |

|for handling calls received through text | | | | |

|telephone(s) (TYY) or Telecommunications Relay | | | | |

|Services (TRS). | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.08 A written directive establishes procedures |RD - I |1 | | |

|for handling and forwarding misdirected emergency | | | | |

|calls, and hang-up emergency calls. | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

|Standard |Review Methods |Compliance Key(s) |Accreditation |Reference |

| | | |Manager Notes | |

|10.09M A written directive establishes procedures |RD |1, 2 | | |

|for obtaining interpretation services for | | | | |

|non-English speakers. | | | | |

|No. |Compliance Keys |Quantity |Quantity Reaccred |Assessor Guidelines | |

| | |Initial | | | |

|2 |Staff interviews. |Sampling |Sampling | | |

|Proof(s) of Compliance |

Compliance 10% Not Applicable

Written Directive:

     

Supporting Documentation:

     

Factors to Observe / People to Interview:

     

|For Assessor Use Only |

Compliance Non-Compliance 10% Not Applicable

Corrective Action:________________________________________________________________________________

Assigned Assessor:____________________________________ Signature:____________________________________

Print Name

Date: __________________________

General Comments / Discussion:

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