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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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