Resource List (OID) NENA Human Resources Sub-Committee Resource List Operational Information Document Document 54-501 Prepared by: National Emergency Number Association (NENA) Human Resources Subcommittee Published by NENA Printed in USA
NENA OPERATIONAL INFORMATION DOCUMENT NOTICE This Operational Information Document is published by the National Emergency Number Association (NENA) as an information source for the voluntary use of communication centers and is provided as an example only. It is not intended to be a complete operational directive. NENA reserves the right to revise this for any reason including, but not limited to, conformity with criteria or standards promulgated by various regulatory agencies, utilization of advances in the state of operational techniques or services described herein. It is possible that certain federal, state or local regulations may restrict or require modification of the recommendations contained in this document. Therefore, this document should not be the only source of information used. NENA members are advised to contact their legal counsel to ensure compatibility with local requirements. By using this document, the user agrees that NENA will have no liability for any consequential, incidental, special, or punitive damages arising from use of the document. NENA s Operations Committee has developed this document. Recommendations for change to this document may be submitted to: National Emergency Number Association 4350 North Fairfax Drive Suite 750 Arlington, VA 22203-1695 800-332-3911 Page 2 of 15
Acknowledgments: This document has been developed by the National Emergency Number Association (NENA) Human Resources Subcommittee. The following individuals are recognized for their contributions in development of this document. Members: Steve O Conor - SOP Committee Chair Wendi Lively HR Co-Chair Ed Marecki HR Co-Chair Tom Donohoe John Haynes Contingency Planning Sub- Committee Chair Mark Adler Amy Bedford Linda Draughn-Woloski Jim Formuziewich Sandy Hutchcroft Tracy Lorenson Barry Luke Carlos Noriega Rob Robinson Company/Agency Brevard County, FL Spartanburg County, SC Kent, DE Minneapolis, MN Chester County, PA Palm Beach County, FL Greater Harris County, TX 9-1-1 Consulting, FL MTS Communications, CA Dubuque, IA E-Comm, BC, Canada Orange County, FL Miami Beach, FL Rowan County, NC Page 3 of 15
TABLE OF CONTENTS 1 EXECUTIVE OVERVIEW...5 2 INTRODUCTION...5 2.1 PURPOSE AND SCOPE OF DOCUMENT...5 2.2 REASON TO IMPLEMENT...5 2.3 REASON FOR REISSUE...5 2.4 RECOMMENDATION FOR STANDARDS DEVELOPMENT WORK...5 2.5 COST FACTORS...6 2.6 ACRONYMS/ABBREVIATIONS...6 3 OPERATIONAL DESCRIPTION...6 3.1 LEGAL ISSUES AND INFORMATION RESOURCES...6 3.2 EMPLOYEE SELECTION RESOURCES...7 3.3 EMPLOYEE TRAINING...8 3.4 EMPLOYEE SCHEDULING AND STAFFING...10 3.5 CENTER OPERATIONS RESOURCES...11 3.6 EMPLOYEE ASSISTANCE RESOURCES...12 3.7 GENERAL RESOURCES...13 4 REFERENCES...13 5 EXHIBITS...13 6 APPENDIX...14 Page 4 of 15
1 Executive Overview This document is provided as a resource for PSAP managers and administrators to use in locating information related to various Human Resources issues. Resources are available concerning the following issues: Legal Issues and Informational Sources Employee Selection Employee Training Scheduling and Staffing PSAP Operations Employee Assistance General Issues The listing covers operational issues as well as matters that may affect the human resources of 9-1-1 Communications Centers. 2 Introduction 2.1 Purpose and Scope of Document This NENA Human Resources Subcommittee Resource/Information List is a tool for PSAP managers and administrators to use as a resource for locating information on various Human Resources related information 2.2 Reason to Implement This document is issued as an informational document to assist PSAP managers and administrators in locating information on Human Resources related issues. 2.3 Reason for Reissue NENA reserves the right to modify this document. Whenever it is reissued, the reason(s) will be provided in this paragraph. This current document was created as an update to a prior Human Resources Resource/Information List in order to update old and non-functional URLs and to place the document in the current OID format. 2.4 Recommendation for Standards Development Work As this document is intended only as a tool for locating information on Human Resources issues, no technical standards development work is needed on this topic. Operational standards will be needed pertaining to certain topics mentioned in this document such as Scheduling. Other operational Page 5 of 15
standards may be considered in the future on topics contained in this list such as ergonomics, training, staffing, recruitment and selection, employee retention. 2.5 Cost Factors Not Applicable. 2.6 Acronyms/Abbreviations Some acronyms/abbreviations used in this document have not yet been included in the master glossary. After initial approval of this document, they will be included. Link to the master glossary is located at http://www.nena.org/9-1-1techstandards/nena_standards.htm ADA ADEA DOJ DOL EEOC FLSA FMLA The following Acronyms are used in this document: Americans with Disabilities Act Age Discrimination in Employment Act United States Department of Justice United States Department of Labor Equal Employment Opportunity Commission Fair Labor Standards Act Family and Medical Leave Act 3 Operational Description 3.1 Legal Issues and Information Resources The sources listed here are primarily based on Federal laws and Regulations or Federal Doctrine. Due to the complexities and sheer number of resources there has not been any attempt to identify similar or additional State or Local Laws or Ordinances. The Society for Human Resource Management website (www.shrm.org) contains links to numerous human resource-related websites and is a comprehensive site for Human Resources, including applicable Federal law and regulations. 3.1.1 Equal Employment Opportunity Commission (EEOC) The EEOC Home Page (http://www.eeoc.gov/) contains links to various employment laws concerning harassment and discrimination. Laws enforced by the EEOC include Title VII of the Civil Rights Act, Equal Pay Act of 1963, Age Discrimination in Employment Act of 1967 (ADEA), Rehabilitation Act of 1973 Sections 501 and 505, Title I and V of the ADA, and the Civil Rights Act of 1991. Page 6 of 15
3.1.2 Department of Justice (DOJ) The DOJ is the Department charged with Americans with Disability Act (ADA) enforcement. http://www.usdoj.gov/ The DOJ ADA Home page http://www.usdoj.gov/crt/ada/adahom1.htm. The document Access for 9-1-1 and Telephone Emergency Services http://www.usdoj.gov/crt/ada/911ta.htm covers the requirements for TTY/TDD access, equipment and training for PSAPs. Freedom of Information Act resources can be found www.usdoj.gov/04foia/. 3.1.3 Department of Labor (DOL) The Department of Labor is responsible for enforcement of the Fair Labor Standards Act (FLSA), Family and Medical Leave Act (FMLA), and OSHA www.dol.gov. 3.1.3.1 Fair Labor Standards Act (FLSA) and Regulations FLSA provisions covering work schedules and overtime compensation for employees: http://www.dol.gov/dol/allcfr/esa/title_29/part_553/subpart_c.htm. FLSA provisions covering compensatory time and FLSA compensatory time off: http://www.dol.gov/dol/allcfr/esa/title_29/part_553/29cfr553.22.htm 3.1.3.2 Family and Medical Leave Act (FMLA) FMLA general information and compliance guidance: http://www.dol.gov/esa/whd/fmla/. Interplay between FMLA, ADA, and Workers Compensation: http://hr.blr.com/article.cfm/nav/1.44.161.0.29016.29016. 3.1.4 Canadian Legal Issues This law firm website contains links to Canadian legal issues including statutes, governmental agencies, publications related to human rights, labor, and employment issues. http://harrisco.com/_html/legalresources_overview.asp 3.1.5 Other Human Resources Legal Issues Websites The following websites contain free access to human resources legal issues: www.911dispatch.com www.employer-employee.com www.powerphone.com 3.2 Employee Selection Resources Commentary: Any pre-employment testing used should have written validity documentation as well as written documentation relating to adverse impact and ADA compliance. Agencies should request this information prior to use. Page 7 of 15
Alphabetical listing of commercial selection resources: Criticall Personnel Selection Software (Criti-call) www.criti-call.com Ergometrics (E-Com Video Testing System) www.ergometrics.org International Personnel Management Association (PST-80 and PST-100) www.ipma-hr.org Profile Evaluations, Inc. (PEI) (Employee Evaluation Program-EEP) www.pei-911.com Professional Pride Training Company (Zone 9-1-1) http://www.911trainer.com Typing Master Assess Typing.com Test Service (on-line typing test) www.typingtest.com 3.2.1 Pre-employment Interviewing Alphabetical listing of commercial resources: Profile Evaluations, Inc. (PEI) (Interviewing Questions and Guidelines) www.pei-911.com Selection Help (provides services to managers to improve selection results) www.selectionhelp.com 3.2.2 Other Employee Selection Websites The following sites contain articles and information pertaining to employee selection. www.911dispatch.com www.employer-employee.com 3.3 Employee Training 3.3.1 NENA Educational Advisory Board (EAB) The EAB has developed a suite of NENA courses and materials including courses and books relating to human resources http://www.nena.org/education/index.htm. The mission of the EAB is to provide NENA with the educational opportunities and resources to carry its message to its members and the world and to provide the NENA Executive Board with committee support in defining and developing NENA s educational mission. Page 8 of 15
3.3.2 Additional Employee Training Resources The following is an alphabetical list of additional resources. Advanced Systems Technology, Inc. (in-house training courses - Telecommunicator, Trainer and Supervisor/Manager) www.hits.astcorp.com APCO Institute (in-house and outside training courses Telecommunicator, Trainer, Supervisor/Manager and Technical) www.apcointl.org/institute/ Applied Technology Solutions, Inc. (in-house software for tracking training - General) www.atssite.com/911.htm Creative Controls, Inc. (in-house training simulators - Telecommunicator) www.creativecontrols.com Federal Emergency Management Agency (FEMA) (variety of independent study guides and web courses - General) http://www.fema.gov/tab_education.shtm Institute for Disabilities Research and Training Inc. (in-house ADA Training - Telecommunicator) www.idrt.com International Municipal Signal Association (independent study guides - Telecommunicator) www.imsasafety.org National Academies of Emergency Dispatch (NAED) (in-house and outside training courses - Telecommunicator, Trainer, and Supervisor/Manager) www.emergencydispatch.org PowerPhone, Inc. (outside training courses - Telecommunicator, Trainer and Supervisor/Manager) www.powerphone.com Priority Dispatch (outside training courses - Telecommunicator, Trainer and Supervisor/Manager) www.prioritydispatch.net Professional Pride Training Company (in-house and outside training courses and in-house training simulators - Telecommunicator, Trainer and Supervisor/Manager) www.911trainer.com Public Safety Consultants (independent study guides and outside training courses Telecommunicator, Trainer and Supervisor/Manager) www.e911training.com Public Safety Group (in-house training reference guide and outside training courses Telecommunicator, Trainer and Supervisor/Manager) www.publicsafetygroup.com Public Safety Training Consultants (outside training courses - Telecommunicator, Trainer and Supervisor/Manager www.pstc911.com Page 9 of 15
3.3.3 Online Articles Training Issues The websites below offer free articles related to training. www.911dispatch.com www.employer-employee.com www.peopleskillsinstitute.com www.powerphone.com www.prioritydispatch.net 3.4 Employee Scheduling and Staffing 3.4.1 NENA Resources In 2003 the NENA SWAT Operations Team commissioned a staffing study for 9-1-1 centers. The study can be accessed from the NENA Human Resources Sub-Committee website or at the following URL http://www.nena.org/9-1- 1OperPractices/HR%20Docs/NENA%20SWAT%20Staffing%20Report%20-5Jan04rev.pdf. 3.4.2 Staffing Formulas National Fire Protection Association (NFPA) document entitled NFPA 1221 Standard for the Installation, Maintenance and Use of Emergency Services Communications Systems, 2002 Edition, Chapter 6.3 http://www.nfpa.org This document is available online upon free registration with NFPA. Erlang - mathematical theory formula and staffing requirements information http://www.erlangc.com. National Criminal Justice Reference Service Technical Manual entitled The Design and Costing of 911 Systems (9/1980) Document provides staffing formulas, charts, etc. Document no longer available on-line but Abstract of document is located at http://abstractsdb.ncjrs.org/content/abstractsdb_search.asp. Enter 72934 in NCJ Number Search field. To order document call 800-851-3420, reference document as NCJ #72934 (cost - $15.00). APCO project retains http://apcointl.org/about/911/retains/ 3.4.3 Scheduling Software Alphabetical list of commercial resources. In-Time Solutions, Inc www.intimesoft.com. ScheduleSoft Corporations www.schedulesoft.com. Page 10 of 15
3.4.4 On-Line Articles Scheduling and Staffing www.911dispatch.com http://www.nena.org/pr_pubs/enpm_archives/12-99_communication%20center.pdf ENP Magazine Article Communications Center Staffing: When is Enough, Enough? http://www.apcointl.org APCO Project Retains 3.5 Center Operations Resources 3.5.1 Performance Evaluation Resources APCO Institute (training) http://www.apcointl.org Advanced Systems Technology (training and tenured) www.hits.astcorp.com 3.5.2 Call Take/Dispatch Software and Protocol APCO Institute http://www.apcointl.org PowerPhone, Inc. www.powerphone.com Priority Dispatch www.prioritydispatch.net 3.5.3 Accreditation Programs Commission on Accreditation of Law Enforcement Agencies (CALEA) www.calea.org Commission on Accreditation of Ambulance Services (CAAS) www.caas.org National Academies of Emergency Dispatch (NAED) www.emergencydispatch.org National Fire Protection Agency (NFPA) www.nfpa.org 3.5.4 On-Line Articles Center Operations Issues The following websites offer free articles pertaining to PSAP operations issues. www.911dispatch.com www.nena.org www.apcointl.org www.prioritydispatch.net Page 11 of 15
3.6 Employee Assistance Resources 3.6.1 Employee Wellness PSAPs encounter various issues of employee wellness and use of sick leave; the websites below offer free articles and information for employers on employee wellness. http://www.keyano.ca/college_resources/shifting/ http://www.winninghabits.com/content/home.aspx http://humanresources.about.com/library/weekly/?once=trueand 3.6.2 Stress Management The National Institute of Mental Health at www.nimh.nih.gov resources, links and information on the warning signs of stress and anxiety disorders. 3.6.3 Ergonomics http://www.ergoweb.com/index.cfm - general information site related to ergonomics. 3.6.4 Shift Work Awareness Training Synchro Tech (in-house and outside training courses) www.schedule-masters.com. Circadian Technologies, Inc. (Assists shift work operations managers) www.circadian.com. 3.6.5 Employee Recognition The following websites offer employee recognition products such as apparel, pins, etc. NENA Online Store www.nena.org 9-1-1 Cares Pins and Shirts www.pstc911.com. 3.6.6 On-line Articles Employee Assistance The following websites offer employee assistance articles and information. www.circadian.com www.911dispatch.com www.employer-employee.com www.headsets911.com Page 12 of 15
3.7 General Resources 3.7.1 Membership Associations National Emergency Number Association (NENA) www.nena.org Association of Public Safety Communications Officials (APCO) www.apcointl.org National Academies of Emergency Dispatch (NAED) www.emergencydispatch.org The E9-1-1 Institute www.e911institute.org 3.7.2 9-1-1 and Emergency Communications Publications NENA s Emergency Number Professional Magazine http://www.nena.org/pr_pubs/ APCO Bulletin www.apco911.org/bulletin Dispatch Monthly Magazine www.911dispatch.com 9-1-1 Magazine www.9-1-1magazine.com NAED Journal www.emergencydispatch.org/journal/index.html 3.7.3 Internet Discussion List NENA 9-1-1 Talk List www.nena.org/911talkemaillist.htm APCO Exchange Forum http://www.apco911.org/theexchange/index.cgi Public Safety Training Consultants (PSTC) WebRing http://www.pstc911.com 3.7.4 Miscellaneous Bureau of Labor Statistics general employment statistics http://stats.bls.gov National Public Safety Telecommunications Council (NPSTC) resource and advocate for public safety Telecommunications issues http://www.npstc.org. 4 References Not applicable. 5 Exhibits Not applicable. Page 13 of 15
6 Appendix The following are a list of human resources links provided in the body of this document. http://abstractsdb.ncjrs.org/content/abstractsdb_search.asp http://hr.blr.com/article.cfm/nav/1.44.161.0.29016.29016 http://harrisco.com/_html/legalresources_overview.asp http://stats.bls.gov www.911dispatch.com www.911trainer.com www.9-1-1magazine.com http://www.91-1trainer.com www.apcointl.org www.atssite.com/911.htm www.caas.org www.calea.org www.circadian.com www.creativecontrols.com www.criti-call.com www.dol.gov www.e911institute.org www.e911training.com www.eeoc.gov www.employer-employee.com www.ergometrics.org www.erlangc.com www.fema.gov/tab_education.shtm www.headsets911.com www.hits.astcorp.com www.idrt.com www.imsafety.org www.intimesoft.com www.ipma-hr.org www.keyano.ca/college_resources/shifting/ www.nena.org www.nfpa.org www.nimh.nih.gov www.npstc.org www.pei-911.com www.peopleskillsinstitute.com www.powerphone.com www.prioritydispatch.net www.pstc911.com www.publicsafetygroup.com www.schedule-masters.com www.schedulesoft.com Page 14 of 15
www.shrm.org www.typingtest.com www.usdoj.gov www.winninghabits.com/content/home.aspx Page 15 of 15