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Essentials of Effective 9-1-1 Training Programs

Essentials of Effective 9-1-1 Training Programs. Cheryl J. Greathouse , MPA, RPL Director, Instructional Services Georgia Public Safety Training Center. Enabling Objectives. Discuss the reasons for providing training and its impact on 9-1-1 operations.

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Essentials of Effective 9-1-1 Training Programs

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  1. Essentials of Effective 9-1-1 Training Programs Cheryl J. Greathouse, MPA, RPL Director, Instructional Services Georgia Public Safety Training Center

  2. Enabling Objectives • Discuss the reasons for providing training and its impact on 9-1-1 operations. • Discuss the phases of the development process known as ADDIE. • Discuss how to build and maintain a comprehensive training plan in addition to individual training records. • Discuss the importance of written examinations and skills assessment performance examinations.

  3. Purpose of 9-1-1 Training • Orient new employees • Develop basic job skill sets • Develop advanced job skill sets • Remediate problematic areas of skill sets • Transition to a new job category

  4. Purpose of 9-1-1 Training • Present new information • Meet legal mandates for training • Motivate employees • Change behavior

  5. What is the impact of improper training or failure to train in 9-1-1?

  6. Negative Impacts • Danger/loss of life for responders • Danger/loss of life/property for citizens • Criminal penalties • Civil lawsuits for negligence • Loss of confidence by responders/public • Low morale • Staff turnover

  7. Benefits of Effective Training • Better prepared call takers/dispatchers • Better prepared supervisors, trainers, technicians • Improved services to responders/public • Reduction of criminal and civil actions • Improved morale/team work • Staff retention

  8. Elements of Effective 9-1-1 Training Programs • Highly qualified and trained personnel who serve as trainers (coordinators, classroom instructors, CTOs) • Well documented and based on valid training needs assessment • Based on industry standards, if applicable • Based on contemporary instructional development principles

  9. Elements of Effective 9-1-1 Training Programs • Focused on learner-centered instruction designed to develop of critical thinking skills • Standardized lesson plans • Versioning system • Individual training records • Tools to track trainee progress

  10. Elements of Effective 9-1-1 Training Programs • Test instruments must be valid and reliable • Test items must relate to specific learning objectives • Performance-based with specific criteria and standardized evaluation methods

  11. What does A.D.D.I.E. mean?

  12. A.D.D.I.E. Model

  13. Analysis • A mandate • An organizational problem • A new initiative • Training Needs Assessment • Job Task Analysis • Occupational Analysis • Surveys • Job Descriptions

  14. Design • What is specific training need? • What are you trying to accomplish? • To what degree of learning are we trying to reach? • Who is our audience? • Is it cognitive and/or psychomotor based? • What is our measure of success/failure?

  15. Design • Establish training goal • Develop terminal performance objective • Develop enabling objectives • Determine testing methodologies • Determine instructional methodologies • Determine course development resources

  16. Development • Describe performance expectations as a result of training • Focus on learner-centered objectives • Base content on these objectives • Develop training materials • Develop testing materials

  17. Implementation • Delivery of the training • Effective instructional techniques • Learner-centered activities • Involve hands-on demonstrations and performance activities • Focus on scenario or problem-based training

  18. Evaluation • Formal written and/or performance exams covering content • Under the same or simulated job conditions • Grading rubric or standardized evaluation criteria • Trained evaluators • Established cut score for pass/fail • Remediate & re-evaluate

  19. A.D.D.I.E. Model

  20. Training Documentation Course

  21. Training Courses • Narrative Lesson Plans & Handouts • Data Slides & Other Audio/Visual Aids • Practical Exercises • Course Schedule • Written Examination Plan • Performance Examination Plan • Course Evaluation Plan • Approval(s) for content

  22. Training Classes • Course Topic/Description • Dates of Class Delivery • Instructor(s) name • Course content and performance objectives • Testing (scores, types) • Remedial training, if provided • Training schedules • Student names (attendance sheets/rosters)

  23. Student Records • Individual employee records • Courses completed • Scores/completion status • Documentation of performance • Documentation of remedial training • Career long record

  24. Written Examinations • Well written test items • Related to specific training objectives • Clearly written test taking instructions • Answer sheet • Time limit • % score to pass • Maintained in a secure file • Test scores (item analysis)

  25. Performance Examinations • Directly related to training objectives • Under the same or simulated job conditions • Grading rubric or standardized evaluation criteria • Trained evaluators • Established cut score for pass/fail

  26. Thank You! Cheryl J. Greathouse, MPA, RPL Director, Instructional Services Georgia Public Safety Training Center 478-993-4637 cgreathouse@gpstc.org

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