APCO Begins Standards Process for Mental Crisis Training, PSAP Performance
Friday, September 15, 2017 | Comments

The Association of Public-Safety Communications Officials (APCO) International filed two project initiations with the American National Standards Institute (ANSI).

The first standard will provide guidance in training telecommunicators for handling calls from citizens in crisis.

Developing adequate knowledge and skills is integral to providing necessary services to citizens and responders, increasing responder and citizen safety, and appropriately caring for those in mental crisis. The occupational analysis subcommittee will begin research for this standard and a writing group will be formed once this step is complete.

“This standard will establish minimum training requirements and skillsets necessary to effectively handle emergency calls involving mental illness,” said Martha Carter, president of APCO International.

APCO also filed a project initiation with ANSI and issued a call for participation for work group members to participate in the creation of an ANSI standard addressing public-safety communications center key performance indicators (KPIs).

This standard will identify specific areas of communications center performance, which should be measured to benchmark center effectiveness. The standard will provide communications center management with KPIs as they relate to the operational performance of communications centers. Topics may include number of 9-1-1 calls, time to answer, number of emergency/nonemergency incidents, number of abandoned calls, length of call, wired/wireless/text/TDD/TTY and next-generation sessions, trunk group, number of calls transferred, police/fire/EMS calls handled, customer satisfaction and frequency of review.

“This initiative will provide public-safety answering point (PSAP) managers and employees with standards for measurements necessary to gauge the effectiveness of various functions and processes important to achieving organizational goals,” said Carter.

All interested persons should complete the online application and indicate their preference for this workgroup here.

Application deadline is Oct. 15. Selections will be made within two weeks of the deadline, and all applicants will be notified of their status.

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