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Comprehensive Assessment of Emergency Medical Services 67 DRAFT REPORT and 911/Communications Center Operations Study Shift Schedules Communications Center employees currently work 12 hour shifts on a rotating"2-days on, 2-off, 3-on, 2- Off, 2-on,3-off"schedule. In addition to permanent employee salaries, annual budget allocations are also included for overtime and part-time employees to assure continuous coverage of the Center. Training&Certification The current formal classroom hours that an employee candidate must complete to work as a Telecom municator include the following: Figure 39 Telecom municator Minimum Classroom Training Hours for Certification Certification/Training Hours North Carolina Sheriff's Training Standards Certification 47 North carolina State Bureau of Investigation DCI Certification 24 Emergency Medical Dispatch EMD certification 32 Communications Center Operations 160 Following successful completion of the training classes referenced,the candidate then will begin work in the Communications Center under the supervision of the shift Communications Training Officer to whom they are assigned for a minimum of three (3) months before they are released to work independently. In addition to their initial certification, Telecom municators must maintain their certifications by participating in continuing education classes each year. For example; : NC Sheriff's Training &Standards @ 16 hours per year; NAED/EMD @ 24 hours every 2 years; and recently, the NC 911 Board has passed mandatory training of 16 hours per year for any agency that receives 911 funding. It is also mandated by Title II ADA 28 C.F.R. Part 35,that Centers (PSAP's)train on TTY/TDD calls twice a year. Call Volume & Distribution For the calendar years 2009-2011, Communications Center records reflect that a total of 746,037 calls of all types were received; an average of 248,679 calls per year; on average, approximately 681 calls per day. These call totals are not all 911/emergency calls, however. The total call numbers include what are referred to as Administrative calls as well as 911/Emergency calls. Depending upon a jurisdiction's population, the number of service agencies and the geographic area served, Communications Centers such as Orange County's will generally find that anywhere from 55-65 percent of all calls received are administrative calls;while 35-45 percent are 911/emergency calls. It must be recognized that administrative calls for the most part are a very important responsibility of the Telecom municators assigned to the Communications Center. While the calls may not be emergencies per se, they may be calls from law enforcement or first responders asking for back-up, assistance, or other information relevant their immediate incident or emergency. Of course from time to time calls are received that are duplicate calls or calls that have nothing to do with an emergency. The determination of a call's status alone is a significant responsibility. Examples of incoming "administrative"calls will include: • License tag checks • Inquiries regarding outstanding warrants Solutions for Local Government,Inc. 65