4 Pa. Code § 120c.110 – Practical skills tests.

(a) Conduct. A practical skills test shall be conducted by the lead or master instructor used by the county, city, borough or township. The call taker, emergency dispatcher or 911 center supervisor shall demonstrate proper usage of the equipment applicable to his area of assignment. Call-taking and dispatch audit reviews may be used to review proper techniques.
(b) Call taker practical skills tests.
1. (1) The call taker shall demonstrate skill knowledge in the following areas: telephone operations, complaint card system, TDD/TTY operations, local forms and computer aided dispatch (CAD) system (if available).
2. (2) A call taker practical skills test shall evaluate the call taker’s knowledge in the use of emergency and nonemergency lines, hotlines, call transferring, line tracing, conference and call holding. The call taker shall demonstrate use of the complaint card system to include location and types of incidents, caller information and supplemental information. TDD/TTY operations will evaluate knowledge of TDD/TTY call recognition, the use of preprogrammed messages and communication. If available, the call taker shall demonstrate CAD operations to involve showing use of local CAD functions related to calltaking.
(c) Emergency dispatcher practical skills tests.
1. (1) The emergency dispatcher shall demonstrate knowledge in the following areas: radio dispatch operations, complaint card system and standard operating procedures (SOPS) relating to the area of dispatch.
2. (2) Emergency dispatcher medical tests shall evaluate knowledge of the EMS complaint cards to include location and types of incidents, response information and supplemental information. Radio dispatch operations shall evaluate knowledge of types of EMD class responses, medical patches, response unit prioritization and unit tone and paging systems. If available, the emergency dispatcher shall demonstrate CAD operations to involve showing use of local CAD functions related to medical dispatching.
3. (3) Emergency dispatcher fire tests shall evaluate knowledge of the fire complaint cards to include dispatch and response times, unit status, location and types of incidents, and supplemental information. Radio dispatch operations shall evaluate knowledge of fire response levels, alarm determination, response unit prioritization and unit tone and paging systems. If available, the emergency dispatcher shall demonstrate CAD operations to involve showing use of local CAD functions related to fire dispatching.
4. (4) Emergency dispatcher police tests shall evaluate knowledge of the police complaint cards to include dispatch and response times, unit status, location and types of incidents and supplemental information. Radio dispatch operations shall evaluate knowledge of police response areas, status checks, local police codes and phraseology. If available, the emergency dispatcher shall demonstrate CAD operations to involve showing the use of local CAD functions related to police dispatching.
(d) 911 Center supervisor practical skills tests. The 911 center supervisor shall be evaluated in the areas relating to call-taking, emergency fire, police and medical dispatching as described in subsections (a)—(c).