Challenge
When seconds count in emergencies, all rescue personnel need to be able to effectively communicate with each other.
To meet this goal, the Office of Public Safety Radio Services (OPRS) is helping to integrate PA-STARNet, the state's public radio system, with the county 9-1-1 dispatch console. OPRS supports Pennsylvania's 66 9-1-1 centers by linking the dispatch console and control station. This link allows dispatch operators to connect different types of radio systems with PA-STARNet for communication between systems.
To educate employees about PA-STARNet, OPRS needed an effective training program that could be efficiently distributed to various agencies.
Insight
When analyzing use of the system, OPRS determined that a consistent training application could increase the use of PA-STARNet and improve communications among state agencies like PEMA, PennDOT, DCNR and the Pennsylvania State Police. The training program needed to teach operators how to use PA-STARNet and motivate them to use it to improve communications.
Strategy
Through a contract with Commonwealth Media Services, OPRS worked with JPL's Learning Solutions team to design and develop a technology-based training application. JPL's instructional designers worked closely with OPRS' subject matter experts to identify the main topics and concepts that were crucial for 9-1-1 dispatch operators. JPL defined learning objectives for the training application that were focused on teaching the learners how to use PA-STARNet for interoperable communications.
Solution
JPL created an interactive multimedia training program titled - "The 9-1-1 Dispatch Operators Training Program". This training program introduced learners to PA-STARNet, the radio control station, the dispatch console software and communications protocols. To make the training relevant, JPL provided real-life scenarios, so the 9-1-1 dispatch operators could gain confidence actually applying the lessons learned.
JPL developed a unified content management application that makes updates to all of the sites simple and efficient. New flash educational activities and games are constantly being developed.
Beyond design and development, JPL provides a comprehensive e-Marketing program to gain new subscribers. The program targets each market segment strategically with banner ads, social media posts, search engine optimization and other tactics. Every tactic is tracked and measured for return on investment.
Results
Every 9-1-1 dispatch operator statewide has access to the new training program. Now, operators have an efficient way to gain the knowledge and skills to use PA-STARNet and connect all emergency responders and agencies so they can save lives and better protect our communities.
"The high turnover of county 911 personnel coupled with the cost of individual training led us to seek a better training solution than those we've employed in the past. JPL worked closely with our people to design a comprehensive training program which we could distribute to counties on a CD. I was impressed at how the training actually starts with a real-life story and mixes pictures and video with training to create a learning experience which the user will find both informative and enjoyable."
– Charles Brennan, Deputy Secretary for Public Safety Radio