S-2.3, r. 2.1 - Regulation respecting standards, specifications and quality criteria applicable to 9-1-1 emergency centres and to certain secondary emergency call centres

Section 29 Disposition versions

2024-01-01

29. Emergency communications operators must undergo initial training in accordance with the training plan of the centre.

The plan must provide for training on the following subjects:

(1)  the roles and responsibilities of emergency communications operators;

(2)  customer service, including the language to be used;

(3)  telephones, radios and computers;

(4)  the processing of geographic information and basic concepts in geomatics;

(5)  the drafting of an event card;

(6)  the confidentiality of information;

(7)  information security;

(8)  the notion of an emergency;

(9)  the general operation of the 9-1-1 network, including the transfer of emergency communications outside the province;

(10)  the management of difficult situations and stress;

(11)  the resources available to employees;

(12)  operational procedures;

(13)  legal standards, directives, guides and memoranda of understanding that govern the duties of emergency communications operators; and

(14)  any other subject in connection with the duties related to the processing of emergency communications.

Staff members assigned to the processing of emergency communications must undergo at least 14 hours of continuing training per year in relation to their duties.

Any failure observed pursuant to sections 20, 21 and 22 must be the subject of continuing training by the concerned staff members.

O.C. 1611-2023, s. 29.

Not in force

In force: 2024-01-01

29. Emergency communications operators must undergo initial training in accordance with the training plan of the centre.

The plan must provide for training on the following subjects:

(1)  the roles and responsibilities of emergency communications operators;

(2)  customer service, including the language to be used;

(3)  telephones, radios and computers;

(4)  the processing of geographic information and basic concepts in geomatics;

(5)  the drafting of an event card;

(6)  the confidentiality of information;

(7)  information security;

(8)  the notion of an emergency;

(9)  the general operation of the 9-1-1 network, including the transfer of emergency communications outside the province;

(10)  the management of difficult situations and stress;

(11)  the resources available to employees;

(12)  operational procedures;

(13)  legal standards, directives, guides and memoranda of understanding that govern the duties of emergency communications operators; and

(14)  any other subject in connection with the duties related to the processing of emergency communications.

Staff members assigned to the processing of emergency communications must undergo at least 14 hours of continuing training per year in relation to their duties.

Any failure observed pursuant to sections 20, 21 and 22 must be the subject of continuing training by the concerned staff members.

O.C. 1611-2023, s. 29.