1. Duty Officer Call Response Training A Whole-Task Learning Approach

2. Dispatching in the past…

3. What is A Duty Officer? A duty officer is sometimes referred to as a dispatcher. Duty Officers receive public and internal communications and take appropriate action. Duty Officers are the first officials persons encounter when dialing an emergency number. Duty Officers serve as the liaison between the public and the dispatch resources.

4. Duty Officer General Responsibilities Duty Officer assesses each situation by asking questions and make decisions to handle that specific issue. Including: 1.Dispatching appropriate emergency personnel or resources. 2.Giving out pertinent traffic and incident-related information. 3.Communicating via radio and telephone to officers and the public. 4.Entering information into a computer database to record incidents.

5. Radio Communication Officer safety is the agencys number one priority. The radio is used to communicate with the officer in the field. Duty Officers Must Use the Radio to: 1.Be aware an on-duty sworn officers location at all times. 2.Use location information to communicate with officers and plan for dispatching. 3.Keep track of the incident while the officer is dispatched. 4.Serve as the information source for the officer. 5.Ensure the officer safety until each incident is resolved.

6. Telephone Communication Calls from the public are communicated via telephone. Duty Officers are responsible for answering these calls and solving public issues or responding to information requests. Duty Officers use the radio and telephone to gather and send information simultaneously.

7. Computer System Duty Officers use the computer dispatch system to enter all information of the radio or telephone call. The computer aided system helps to organize the information, locate appropriate personnel and serves as a record of the calls details.

9. Please take a moment and listen to this emergency call.

10. Debriefing Did the duty officer solve the problem for the public caller? Did the officer communicate effectively? Did you notice a process in the methods or procedures of the dispatch officer?

11. In this series of lessons, you will… 1.Break-down the steps of the duty officer call processes. 2.Work through real-world case studies with feedback to practice the steps of different types of callers and situations. 3. Use your skills to simulate an actual call using a scenario- based design activity.