Simulation-Based Training for Dispatch Personnel

THE CHALLENGE

There is no individual more crucial to an agency's response during a critical incident than the Dispatcher handling the incident. "The 9/11 Commission Report" makes numerous references to communications issues and the positive or negative impact these issues have on saving lives and property. Frequently, during our Initial Response and Command Post Courses, the role of communications personnel has been identified by attendees as having a direct impact on their ability to respond in a critical incident. The need to prepare communications personnel in an agency's game plan is crucial to insuring those personnel successfully participate in handling a critical incident. Communications personnel are key to ensuring a coordinated, unified public safety response, thus increasing the likelihood of a successful conclusion to a critical incident.

THE SOLUTION

"Critical Incident Management Simulation-Based Training for Dispatch Personnel" is designed to fill a void currently existing in communications training. This course is unique as it provides the missing link between communications personnel's preliminary handling of a critical incident and the field's response to and management of that same incident. This course assures agencies that all personnel involved in every aspect of handling a critical incident, from the initial call to an activated Command Post, are working towards accomplishing the same standard set of tasks.

Communications personnel trained to recognize and assist in accomplishing the same tasks as field units will prove to be invaluable at the time a critical incident occurs. This highly interactive course will have a direct impact on public safety response personnel in the field through improved service efficiency and increased responder safety. In addition, by training communications personnel in the basic aspects of the National Incident Management System and Incident Command, they will have an increased understanding of the field response and will be better prepared to participate in a unified effort to bring an incident to successful resolution. Approximately 35% of this sixteen-hour course is actual simulated experience in handling incidents.

A PARTIAL LIST OF PERFORMANCE OUTCOMES

Upon completion of this course, participants will be able to:

• Discuss "Critical Incidents" and "Terrorism" using a common definition of the terms.
• Identify the components of Terrorist and Weapons of Mass Destruction (WMD) incidents.
• Classify a Critical Incident by its characteristics.
• Identify common issues that can be problematic at a critical incident if not addressed.
• Understand the importance of a comprehensive Response Plan that considers common issues.
• Recognize an incident lacking an adequate Response Plan.
• List and apply the three goals of the Crisis Phase of an incident.
• Apply the First Responding Supervisor's/Dispatcher's responsibilities to the Crisis Phase.
• Implement the "7 Critical Tasks" when developing a "Response Plan."
• Identify the correct management style for a Critical Incident and interpret and use the CIMS chart.
• Understand the need for a problem evaluation and risk assessment at the onset of an incident.
• Effectively manage a HazMat incident by applying the 7 Critical Tasks.
• Identify and understand the need for Initial or Secondary Evacuations and Sheltering in Place.
• Use the North American Emergency Response Guidebook and WMD Response Guide Book.
• Define the term Critical Incident Stress as well as its types and signs and symptoms.
• Define the Homeland Security Presidential Directive Five (HSPD-5) mandate.
• Identify the components of the National Incident Management System (NIMS).

SIMULATED EXERCISES

As in all BowMac Critical Incident Management Programs, exercises will be conducted on a 96 square foot "Model City Simulator™." This elaborate simulation system will be provided by BowMac Educational Services and transported to the training site. Use of the simulator provides communications personnel the opportunity to get a "field perspective" while simultaneously performing their regular telecommunication function.

WHO SHOULD PARTICIPATE

This course is a must for all communications personnel, both operations and supervisory level. Class size is limited to 26 students, with a minimum of 20 required.

LOGISTICAL NEEDS

This course requires two separate classrooms, one for the model city and another for lecture and small group exercises. The instructional classroom requires an LCD projector and screen, speakers for a laptop computer, flip chart w/easel, and seating capacity (with tables) for a maximum of 26 students. An on-site coordinator is required to coordinate shipping with the company and set-up with the instructors.

The model city simulation room requires three, 6-8 foot tables of equal height be available to set-up the Model City Simulator. No other tables or chairs should be set up in this room. The room needs to be large enough to accommodate a 12' by 12' Model City Simulator™ and up to 32 persons. Access to the room the evening prior to the course is necessary. NOTE: Two courses may be scheduled in a single week for cost effectiveness.

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