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Social media is a common form of communication used by agencies and agency employees. This standard provides guidance on the use of social media for developing specific local procedures (ex: Facebook, Twitter, Instagram, Google+, etc).
Different forms of social media can be an effective tool for agencies. Social Media also has the potential to be a significant risk to effective communications and data privacy. Because of the broad spectrum of applications, and the potential impact of the use of social media by agencies, it is necessary to thoroughly evaluate each use and document standards. Even if an agency elects not to use this form of communication, proper operational procedures need to be developed and appropriately communicated for both official and personal use of social media.
The purpose of this standard is to provide a consistent foundation for agencies to develop specific operational procedures and competencies. This standard recognizes the need for each agency to customize specific procedures to their local environment.
Disposition codes are used by PSAPs and public safety to identify the outcome of an event (incidents). These codes typically involve the use of numeric, alpha or alphanumeric characters that are only meaningful to a specific agency or region. This standard provides a list of Common Disposition Codes for use by PSAPs and public safety when sharing incident information with disparate agencies and authorized stakeholders.
The duties and responsibilities of those who serve our communities by accepting and processing emergency calls from the public have grown exponentially over recent years. The industry, as a whole, is challenged by the type and nature of the calls received. Factors that affect the quality of service received are the heavy workload, constant changes within the PSAP, changes in technology, as well as customer expectations. Additionally, there is a lack of standardized methods to provide quality assurance and effective feedback to the telecommunicator. The heavy workload coupled in many cases with the constant change of the environment, technology and customer expectations and the lack of standardized methods to evaluate service delivery. Critical focus must be maintained to ensure a high standard of performance is delivered each and every time through phone calls and radio transmissions.
This standard defines the recommended minimum components of a Quality Assurance/Quality Improvement (QA/QI) program within a public safety communications center. It recommends effective procedures for implementing the components of the QA/QI program to evaluate the performance of public safety communications personnel.
A Computer Aided Dispatch (CAD) system is the principal application used by public safety agencies to manage law enforcement, fire, and EMS incidents from the initial time an incident is reported to the conclusion of the incident. CAD is also used to track the status and location of resources, and for post-incident analysis of the response. This standard provides a master list of Functions for a CAD system, identifying those functions that constitute the minimum set of requirements that shall be included for a CAD system, as well as others that a CAD system should include as optional features/functions.
The Multi-Functional Multi-Discipline Computer Aided Dispatch (CAD) Minimum Functional Requirements standard identifies the minimum functional requirements that a CAD system shall include, broken down by public safety discipline. Also identified are the optional functional requirements that a CAD system should include. Attachment A: the Unified CAD Functional Requirements (UCADFR) provides a comprehensive list of functional requirements for Computer Aided Dispatch (CAD) systems that may be used by public safety communications centers to assist with the Request for Proposal (RFP) process when a need exists to a conduct a solicitation for a new CAD system or an upgrade to an existing CAD system.
This standard was written by the APCO International Standards Development Committee – Wireless Effective Practices Workgroup and approved by the APCO Standards Development Committee on September 13, 2013. Final approval received from the American National Standards Institute on September 27, 2013.
These revised Effective Practices (EPs) are designed to increase the Public Safety Answering Point (PSAP) Managers’ understanding of the technology application and the ability to better manage wireless calls, as well as public and responder expectations.