MCCCD Program Description

Emergency Road Service Dispatch

Course: CSR272

First Term: 2009 Fall

Lec + Lab 3 Credit(s) 4 Period(s) 3.7 Load
Subject Type: Occupational
Load Formula: S

Description: Emergency road service dispatch regulations and procedures. Includes role and responsibilities of the dispatcher as well as system tools and resources. Also covers dispatch methods, procedures for prioritizing, and managing safety requests as well specialty call completion

MCCCD Official Course Competencies
1. Define job responsibilities of the dispatcher. (I) 2. Describe the lifecycle of a call. (I) 3. Explain quality assurance expectations. (I) 4. Describe tools and resources available to dispatchers. (I) 5. Identify types, uses, and locations of system icons. (I) 6. Update driver status information. (I) 7. Differentiate between various types of dispatch calls. (II) 8. Describe procedures for managing radio traffic. (II) 9. Explain procedures for monitoring remote dispatch calls. (II) 10. Explain Federal Communications Commission (FCC) regulations. (II) 11. Identify benefits and limitations to the Automated Vehicle Locator (AVL). (II) 12. Describe documentation procedures. (II) 13. Explain reasons for call re-routing. (II) 14. Describe procedures for re-routing a call. (II) 15. Explain procedures for communicating with contract stations. (II, III) 16. Describe priority code use. (III) 17. Describe procedures for managing emergency situation communications. (III) 18. Describe situations where it is appropriate to duplicate a call. (IV) 19. Confirm equipment availability. (IV) 20. Explain public agency call handling procedures. (V) 21. Describe procedures for dispatching roadside assistance calls. (V)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.

MCCCD Official Course Outline
I. Emergency Road Service Dispatch A. Definition B. Dispatcher 1. Roles 2. Responsibilities C. Call Lifecycle 1. Creation 2. Dispatch 3. Clear D. Quality Assurance 1. Expectations 2. Member Surveys E. System 1. Tools 2. Resources 3. Icons 4. Updates II. Dispatch Methods A. Types 1. Phone 2. Fax 3. Remote 4. Radio 5. Automated Vehicle Locator (AVL) B. Radio 1. Equipment 2. Usage 3. Codes 4. Management C. Regulations 1. Federal Communications Commission (FCC) 2. Company D. AVL 1. Benefits 2. Limitations E. Remote Station Monitoring 1. Types 2. Procedures F. Communication 1. Stations 2. Drivers 3. Remote Dispatchers G. Re-Routing 1. Rationale 2. Procedures 3. Communication III. Safety Requests A. Types of Emergencies B. Prioritization 1. Codes 2. Procedures C. Communication Management 1. Stations 2. Drivers 3. Public Agencies D. Documentation E. Station Complaints 1. Procedures 2. Forms IV. Duplicating Calls A. Rationale B. Procedures 1. Documentation 2. Clearing 3. Equipment Availability V. Specialty Calls A. Public Agency 1. Call Handling 2. Communication 3. Documentation B. Phoned In By Other Party 1. Call Handling 2. Communication 3. Documentation C. Special Equipment 1. Verification 2. Documentation D. Roadside Assistance 1. Documentation 2. Clear

MCCCD Governing Board Approval Date: 10/27/2009

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.