Section DMA 2.04 - Minimum training and service standards(1) This section establishes minimum training and service standards that designated public safety answering points must meet in order to be eligible to apply for grants.(2) The designated public safety answering point shall establish and implement a basic training program that provides at least 40 hours of training to a telecommunicator by utilizing a commercially available program or a self-developed training program.(3) The basic training program established under sub. (2) shall provide instruction to a telecommunicator in all of the following areas: (a) The general knowledge and awareness of the geography, population, and demographic served, including emergency services agencies and their jurisdictions.(b) The incident command system, national incident management system, interoperable communications plans, and emergency operations plans.(c) The procedures for accurately processing and relaying caller information in accordance with established public safety answering point procedures, obtaining complete caller information, properly classifying and prioritizing requests for emergency services, and processing available caller information to identify conditions that may affect safety.(d) The appropriate use of emergency services terminology and the ability to communicate clearly in written and oral form, especially when relaying emergency information to emergency services or communicating with the public requesting emergency assistance.(e) The procedures to operate and respond to emergency alerts.(f) The certifications required to operate computer applications and databases necessary to perform assigned duties, including radio communication equipment, computer equipment, telecommunication equipment, and computer applications and systems.(g) The procedures to process and document records and operate records systems.(4) The designated public safety answering point shall establish and implement a policy that does all of the following: (a) Prohibits a telecommunicator from handling any request for emergency services without direct supervision until the telecommunicator receives at least 40 hours of basic training.(b) Requires a telecommunicator employed by the designated public safety answering point prior to the submission of an application for a grant to start the basic training program established under sub. (2) before the date of the application and be scheduled to complete the program within 12 months of starting the basic training.(c) Requires a telecommunicator hired after the date of the application for a grant to complete the basic training program established under sub. (2) within 12 months of hire.(5) The designated public safety answering point shall receive wireline and wireless 911 calls directly.(6) The designated public safety answering point shall be in operation 24 hours per day, 7 days per week and have a minimum of 2 telecommunicators on duty and available to receive and process requests for emergency assistance while the designated public safety answering point is in operation.(7) The designated public safety answering point shall answer 90 percent of requests for emergency assistance within 10 seconds and 95 percent of requests for emergency assistance within 20 seconds.(8)(a) The designated public safety answering point shall establish and implement a continuity of operations plan to maintain operations in the event of catastrophic failure.(b) A telecommunicator employed by the designated public safety answering point shall be trained in the continuity of operations plan established under par. (a) at least annually. (c) At a minimum, the continuity of operations plan must address all of the following: 1. The designated public safety answering point operational processes that identify key communications and information technology components.2. The processes required for the designated public safety answering point to recover operations.3. The roles and responsibilities of a communications response team that may be deployed to restore emergency services operations.4. Employee training exercises necessary to implement and maintain the continuity of operations plan.5. Interoperable communications planning and operations.6. A list of essential contacts, including public safety answering point and emergency services staff.7. A list of priority services available during disruptions to the designated public safety answering point operations.8. Identification of an alternate operations site.(9) To remain eligible for grant funding, within 3 years following the first grant award, the designated public safety answering point shall, in circumstances where a caller may require medical assistance, provide emergency medical dispatching by doing any of the following:(a) Establishing an emergency medical dispatch protocol that provides pre-arrival instruction through a recognized training provider that meets the standards set by the 911 subcommittee and includes certified emergency medical telecommunicators.(b) Establishing an agreement with another public safety answering point or 3rd-party emergency medical dispatch provider that can be conferenced in and provide the caller with assistance on administering emergency medical protocol. If a public safety answering point transfers callers under this paragraph, the transferring public safety answering point shall do all of the following: 1. Use an evidence-based protocol for the identification of a person in need of emergency medical protocol.2. Provide appropriate training and continuing education, as determined by the department, on the protocol for identification of a person in need of emergency medical protocol.3. Ensure that any dedicated 3rd-party emergency medical dispatch provider or public safety answering point to which calls are transferred under this paragraph uses telecommunicators that meet the requirements under par. (a) to provide assistance on administering emergency medical protocol. Wis. Admin. Code Department of Military Affairs § DMA 2.04
Adopted by, CR 21-075: cr. Register June 2022 No. 798, eff. 7-1-22: renum. (intro.) to (8) to (1) to (9) under s. 13.92 (4) (b) 1., Stats., and correction in (3) (intro), (4) (b), (c) made under s. 13.92 (4) (b) 7., Stats., Register June 2022 No. 798, eff. 7/1/2022