Implementing a “Citizen’s Academy for 9-1-1” A Strategic Means of Public Education

Why a “Citizen’s Academy for 9-1-1” Law Agencies recognize the benefit –Informed and educated public Time Limitations –Each law segment typically limited

Intent of a “Citizen’s Academy for 9-1-1” Provide public education Develop better understanding –First point of contact –“Voice of the agency” Unanticipated benefit –Recruiting tool

Target Group Adults with an interest –Local media personnel –Community organizations –Referrals from User Agencies –Applicants

Method of Implementation Kemp Model of Instructional System Design –Needs assessment –Goals and objectives –Curriculum analysis –Identification of resources –Formative and summative evaluations This model served as the format for the proposal

Goals and Objectives Goal –Provide a forum for informing and educating Objectives –Solid understanding of organization –Understanding how a call is processed –See how our quality improvement processes are used

Critical Issues Site Funding Curriculum development Identification of instructors Scheduling Marketing Time constraints

Curricula Topics Orientation – 1 hour Call Taking – 2 hours Law Dispatching – 2 hours Fire/Medical Dispatching – 2 hours Quality Improvement – 1 hour Sit Along Observation – 4 hours

Class Schedule Three day program + observation –One evening a week for 3 weeks –6:00 p.m. to 9:00 p.m. + 4 hour sit along One day program + observation –One Saturday –9:00 a.m. to 6:00 p.m. + 4 hour sit along

Required Sit Along Observation Puts class into perspective –Establishes relevance Scheduled at participants’ convenience –But within academy time restrictions Coordinated with Lead Dispatchers –Minimize impact on Center

Marketing First class by invitation –Establish credibility, support, recognition Identify target areas –Media, Community organizations, Business owners, Local colleges, Applicants, Citizens Methods –Press release, flyers, letters word-of-mouth

Our First Class – September 9, 1998 One evening a week, 4 weeks Invitation only –43 invitations mailed –5 actually showed up and completed the course

To Date Averaged 2 classes per year Completed 11 classes Graduated 159 participants Completed 1 Citizen’s Academy for in Spanish 17 graduates have become employees

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The Next Step “Citizen’s Academy for 9-1-1” On-line Course

Purpose Increase availability of course –Recognize time/family commitments –Re-target previous Citizen’s Academy applicants that could not attend –Target job applicants –Citizen’s with limited mobility

Planning the on-line Process

Content Follows the classroom curriculum –Linear format Interactive as possible

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