9-1-1 and TTY Call Taker Equipment

Attendees will learn daily test procedures for the equipment and how to recognize and report problems. In the second part of this one-day class, attendees learn and apply key concepts and procedures for communicating with hearing/speech impaired callers in accordance with Title II of the Americans with Disabilities Act and compliance standards established by the Department of Justice. The third part of this class will cover the Positron Power Map program that will enable dispatchers to view the location of emergency calls and manage information.  The class is taught using lectures, 9-1-1 call simulations, viewing of ALI screen formats, and hands-on training to ensure competency.Identify and operate 9-1-1 equipment:  • Define 9-1-1 system features   • Understand 9-1-1 system operations and call flow  • Realize all 9-1-1 data must be verified and be able to report data errors • Recognize 9-1-1 system or equipment failure and know how to report trouble • Be familiar with call handling suggestions and daily test procedures.  Understand and use the Positron Power Map Tools

Taught utilizing lectures, discussion, and hands-on training. The trainees are expected to apply key concepts and procedures for communicating with hearing/speech impaired callers in accordance with Title II of the Americans with Disabilities Act.  Ensure Compliance of ADA Requirements by: • Reviewing various types of TTY users • Reviewing TTY call handling procedures • Answering a TTY call • Transferring a TTY call • Calling back a TTY caller • Reviewing HCO and VCO procedures • Hands-on practice using a stand alone TTY and the 9-1-1 equipment with TTY interface