미국 911 통신요원 교육훈련제도 고찰을 통한 국내 긴급전화 통신요원 교육훈련 제도 개선방안

Abstract

The Korean government now works on integrating the various emergency phone numbers. After this being completed, Korean citizen can report the emergencies to 119 for disasters and 112 for criminal situations. Under these circumstances, the role of the telecommunicators who work at the 119 or 112 call center is gaining in importance. In this paper, the current training and education program for telecommunicators who work at the Public Safety Answering Point (PSAP) in the United States is being researched. The PSAPs are responsible for taking the emergency calls from the general public and the telecommunicators in the PSAP includes the call-takers and dispatchers. Since the large number of PSAPs are operated by states and local governments, this paper focuses on describing the state level of the training and education requirements for telecommunicators in the PSAP. Although the PSAP operates differently from state to state, they usually follow the operational standards from The Associations of Public Safety Communications Officials (APCO). Based on the research on the telecommunicators’s training and education program in the United States, this paper also aims to present the policy implications on the training and education programs for telecommunicators in the 119 and 112 emergency call centers in Korea.