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HomeMy WebLinkAboutC2012-202 - 6/29/2012 - NAAgreement This Agreement is made and entered into this 30th day of March, 2012, (the "Effective Date ") by and between APCO Institute, Inc., a Florida corporation ( "APCO ") and the City of Corpus Christi, a municipal corporation and home -rule city of the State of Texas ( "City "), acting by and through its governing body. WHEREAS, APCO has developed and offers for purchase an Emergency Medical Dispatch Program (hereafter "EMD Program "); and WHEREAS, City issued a Request for Proposal for MetroCom 9 -1 -1 software designed to guide calltakers and dispatchers through emergency calls for assistance by using a structured format questioning and response; and WHEREAS, APCO offered in the Proposal dated June 2, 2011 ("Proposal") to provide City with certain software and services ( "SOFTWARE ") which are identified in Exhibit D Proposal for APCO 9 -1 -1 Adviser Institute, which APCO represents and warrants shall meet the City's requirements outlined in the RFP, Proposal, and this Agreement. NOW, THEREFORE, in light of the foregoing, the mutual covenants and agreements contained herein, and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the parties agree as follows: APCO's Obli atg ions. APCO agrees to provide the products and services purchased by City in accordance with the Emergency Medical Dispatch Program Implementation Guide (the "Implementation Guide "), attached hereto as Exhibit A and as amended from time to time, for amounts not to exceed the fees listed in Exhibit B. APCO agrees to make all APCO software products listed in Exhibit D available for purchase by City for up to three (3) years from the effective date of this Agreement at the same prices as identified on Exhibit B. APCO shall notify City of any amendments or modifications of the Implementation Guide within ten (10) days. The products and services purchased by City are described on Exhibit B. APCO agrees to notify City of any changes in its contact personnel or address within thirty (30) days. 2. City's Obligations. City agrees to utilize the products and services purchased by the City in strict compliance with the requirements provided in the Implementation Guide, including but not limited to training of instructors and employees, re- certification, and preparation, customization and utilization of guidecards. City agrees to notify APCO of any change in its contact personnel or address within thirty (30) days. City acknowledges that the Implementation Guide may be modified at any time by APCO and that City will comply with any new guidelines within thirty (30) days of receipt of the new Implementation Guide. 3. Medical Director; Guidecard Modifications. City agrees to consult with its medical director to customize the City's guidecards. APCO will not perform any edits to any guidecards unless the edits have been specifically approved by the City's medical 2012 -202 6129112 "CO INDEXED director. City may request the guidecards to be edited at any time, but will not make any edits, to its guidecards as only APCO may perform any editing. 4. Fees. The total fees for the products and services (excluding the Software License Fee which is described in Exhibit C) are described on Exhibit B ( "Total Fees "). City agrees that additional fees will be charged for customization of guidecards beyond two (2) rounds of editing, and for renewal and re- certification of instructors and employees. APCO will not charge City for additional editing fees for correcting APCO's errors. Certification is valid for two (2) years. 5. Payment Terms. City shall pay all renewal, re- certification, and any other additional fees within thirty (30) days of invoice from APCO. City acknowledges and agrees that APCO shall not provide any products or services until all payments for such products and services are received by APCO. APCO shall immediately, but not later than thirty (30) days, refund any and all payments made by City for services and products not performed or rendered by APCO. Appropriation of Funds. All parties recognize that the continuation of this Agreement after the close of any fiscal year of City, which fiscal year ends on July 31 of each year, shall be subject to appropriations and budget approval providing for covering this contract item as an expenditure in said budget. City does not represent that the budget item will be actually adopted, since that determination is within the sole discretion of the City Council at the time of adoption of such budget. Upon non- appropriations, the City will provide written termination notice to APCO, APCO will cease work, and the City will pay APCO for work performed up to the effective date of termination. 7. Insurance APCO shall maintain, during the performance of this Agreement, the insurance requirements in Exhibit E, attached hereto and incorporated herein for all purposes. Subcontractors APCO may use subcontractors in connection with the work performed under this Agreement. When using subcontractors, however, APCO must obtain prior written approval from the City. In using subcontractors, APCO agrees to be responsible to the City for all their acts and omissions to the same extent as if the subcontractor and its employees were employees of APCO. All performance requirements set forth as part of this Agreement shall be applicable to all subcontractors and their employees to the same extent as if APCO and its employees had performed the services. 9. Audit APCO may audit, during the term of this Agreement and City's retention period, records and any materials described in this provision for the exclusive purpose of determining whether City has correctly used the Implementation Guide. Any audit shall be conducted only by APCO, and APCO shall not audit records more than one (1) time for any calendar year. Request for an audit must be received by City at least thirty (30) days prior to the date in which APCO intends to perform said audit and audits must be performed during City's normal business hours. APCO shall have no more thirty (30) days after delivery of audit notice to complete inspection of records and materials at City's office. Audit records and materials are limited to City's use of EMD Program under this Agreement such as training records and Quality Assurance /Quality Improvement data /forms. Prior to conducting any audit, APCO agrees to execute all confidential and non- disclosure agreements and agrees to safeguard and ensure the confidentiality of any confidential information in which it has access including, but not limited to, information relating to (1) the business of City, its agents, representatives, officers, employees and citizens, (2) third parties under contract with City, (3) medical service provider arrangements or contracts, (4) telecommunication service provider network arrangements or contracts, (5) documentation relating to the computer systems utilized by City, (6) Private Health Information/Health Insurance Portability and Accountability Act (HIPAA) and other personal information, (7) trade secret or proprietary information, and (8) information excepted from disclosure under Section 552.101 of the Texas Government Code. APCO, for itself and on behalf of its representatives, shall be held in strict confidence and shall not disclose the information obtained from the audit to anyone other than City. A breach of this confidentiality shall constitute a breach of this Agreement. City may choose to withhold confidential or sensitive information as required by law from the audit. APCO shall not remove any records or materials from City's office, and APCO may not make photocopy of any records or materials provided by City during the audit. APCO shall bear all costs and expenses relating to the audit including, but not limited to, travel expenses. APCO shall deliver to City a copy of the results of the audit within ten (10) days of its completion. This audit provision shall not be assigned without the City's prior written consent. 10. Disclaimer of Warranties. TO THE EXTENT PERMITTED BY APPLICABLE LAW, APCO EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE (OTHER THAN WHAT IS STATED IN SECTION 11). 11. Representations and Warranties. APCO represents and warrants that the content, materials, and intellectual property supplied and utilized by APCO do not infringe the trademark, copyright, patent, or other rights of any third party. 12. Term: Termination. This Agreement shall commence on the Effective Date and terminate upon completion of all parties obligations hereunder, unless earlier terminated as provided herein. Either party may terminate this Agreement upon thirty (30) days written notice to the other party. City agrees to pay APCO for work performed up to the effective date of termination and each party shall take steps to bring the work to a close and to reduce its expenditures to a minimum. Each party shall return all documents supplied to it by the other party, and City will return copies of the guidecards to APCO without further notice or payment. Termination or expiration of this Agreement for any reason shall not release either party from any liabilities or obligations set forth in this Agreement that (1) the parties have expressly agreed shall survive any such termination or expiration, (ii) have been paid for but remain to be performed or (iii) by their nature would be intended to be applicable following any such termination or expiration. 13. Software Licenses APCO software is licensed to City pursuant to the Software License Agreement attached hereto as Exhibit C. Third party software is licensed to City pursuant to the Software License Agreement delivered with the software product. 14. Limitation of Liability. City shall assume no liability for any act or omission by APCO by virtue of entering into this Agreement. In no event shall City be liable to APCO for any incidental, consequential, or special damages. City's total liability for any and all damages whatsoever arising out of or in any way related to this Agreement from any cause shall not exceed the value of this Agreement. 15. INDEMNIFICATION APCO COVENANTS TO FULLY INDEMNIFY, SAVE AND HOLD HARMLESS CITY, ITS OFFICERS, EMPLOYEES, AGENTS, AND REPRESENTATIVES ( "INDEMNITEES ") AGAINST ALL LIABILITY, DAMAGE, LOSS, CLAIMS, DEMANDS, AND ACTIONS OF ANY KIND ON ACCOUNT OF PERSONAL INJURIES (INCLUDING, WITHOUT LIMITING THE FOREGOING, WORKERS' COMPENSATION AND DEATH CLAIMS), OR PROPERTY LOSS OR DAMAGE OF ANY KIND, WHICH IS CAUSED BY REASON OF APCO'S NEGLIGENT ACTS, OMISSIONS, OR WILLFUL MISCONDUCT. APCO MUST, AT ITS OWN EXPENSE, INVESTIGATE ALL CLAIMS AND DEMANDS, ATTEND TO THEIR SETTLEMENT OR OTHER DISPOSITION, DEFEND ALL ACTIONS BASED ON SUCH CLAIMS AND DEMANDS WITH COUNSEL SATISFACTORY TO INDEMNITEES AND PAY ALL CHARGES OF ATTORNEYS AND ALL OTHER COSTS AND EXPENSES OF ANY KIND ARISING FROM THE LIABILITY, DAMAGE, LOSS, CLAIMS, DEMANDS, OR ACTIONS. 16. Survival. Upon termination of this Agreement, the provisions of paragraphs 10 through 16 shall survive. 17. General Provisions. a. Entire Agreement. This Agreement (including the Exhibits) comprises the entire understanding between the parties with respect to, and supersedes any prior understanding or agreement, oral or written, relating to, the subject matter hereof. This Agreement may only be amended by a writing signed by both parties. b. Order of Precedence. In the event of a conflict between this Agreement and any Exhibit hereto, this Agreement shall prevail. c. Notices. All notices, requests, consents and other communication hereunder shall be in writing, shall be addressed to the receiving party's address as listed below or as a party may designate by notice hereunder, and shall be either (i) delivered by hand, (ii) made by e-mail or facsimile transmission, or (iii) sent by overnight courier. All notices, requests, consents and other communications hereunder shall be deemed to have been given (i) if by hand, at the time of delivery thereof to the receiving party at the address of such party set forth above, (ii) if made by e -mail or facsimile transmission, at the time that receipt thereof has been acknowledged by electronic confirmation or otherwise, or (iii) if sent by overnight courier, on the next business day following the day such mailing is made. All notices given between parties shall be sent to the persons identified below: City: Chief of Police City Corpus Christi - CCPD 321 John Sartain Corpus Christi, Texas 78401 APCO: Institute Director APCO Institute, Inc. 351 N. Williamson Blvd. Daytona Beach, Florida 32114 d. Severability- The parties agree that all terms and conditions contained herein are severable, and in the event that any of them shall be held to be invalid by any competent court, this Agreement shall be interpreted as if such invalid provisions were not contained herein, and the remaining provisions of this Agreement shall not be affected by such determination and shall remain in full force and effect e. Further Assurances. The parties hereto shall at any and all times, upon request by the other party, or its legal representative, make, execute, and deliver any and all such other and further instruments as may be necessary or desirable for the purpose of giving full force and effect to the provisions of this Agreement, without charge therefore. f. Waiver. The failure of any party at any time to insist upon strict performance of any condition, promise, agreement, or understanding set forth herein shall not be construed as a waiver or relinquishment of the right to insist upon strict performance of the same or any other condition, promise, agreement, or understanding at a future time. g. Governing Law, Jurisdiction, Venue. The parties agree that this Agreement shall be governed and construed in accordance with the laws of the State of Texas, without regard to conflicts of laws principles. The parties hereby agree that in the event of any litigation between them, such proceeding shall be brought exclusively in the courts of the State of Texas, County of Nueces or the federal district court with subject matter jurisdiction and encompassing the County of Nueces, Texas. Each party hereby irrevocably consents and submits to the jurisdiction of, and venue in, the aforementioned courts, and further waives any claim that a proceeding brought therein has been brought in an inconvenient forum. h. AssijznabilAy- Neither party shall assign or transfer this Agreement without the express written consent of the other party. Such consent shall not be unreasonably withheld or delayed. L Counterparts. This Agreement may be executed in one or more counterparts and when each party hereto has executed at least one counterpart, this Agreement shall become binding on all parties and such counterparts shall be deemed to be one and the same document. This Agreement may be executed by facsimile signature. Headinf;s. The headings in this Agreement are for convenience only and shall not affect the interpretation of this Agreement k. Force Majeure_ Neither party shall be deemed in breach of this Agreement to the extent that performance of its obligations or attempts to cure any breach are delayed, restricted, or prevented by reason of any act of God, natural disaster, act of government, or any other act or condition beyond the reasonable control of the party in question. 1. Taxes. City shall, in addition to the other amounts payable under this Agreement, pay all sales and other taxes, federal, state, or otherwise, however designated, which are levied or imposed by reason of the transactions contemplated by this Agreement. Without limiting the foregoing, City agrees to promptly pay to APCO an amount equal to any such items actually paid, or required to be collected or paid by APCO. If City is claiming a tax- exempt status, it will submit the proper certificates to APCO. IN WITNESS WHEREON, the parties by and through their undersigned representatives, possessing full right, authority, and approval to enter into this Agreement, have executed this Agreement as of the day and year first above written. APCO Institute, Inc. Pamela Kaufman Signature: Print: Pamela Kaufman Title: EMD Program Manager Floyd Simpso Date Chief of Police ATTEST: 0:�2 � Armando Chapa Date City Secretary Approved as to Form: -- 9t4,c4 71 i6 {tZ —� 6, L- . Date Assistant City Attorney For City Attorney EXHIBIT A (Implementation Guide) . <. .. . .. . « �reathlng. « :, . .. . . f\ \ ■ #. . �. . �. . , . . � . ». -, , . , -� � - -, . . � � Z G-Ot the. phone next tot « \at\ if you APCO Institute Emergency Medical Dispatch Program Guide Implementation © Copyright 2012 by APCO Institute Daytona Beach, Florida Published by APCO Institute All rights reserved. Except for brief quotations in critical reviews, no part of this book may be reproduced or utilized in any form without permission in writing from APCO Institute. Information on this program may be obtained from: APCO Institute 351 N. Williamson Blvd. Daytona Beach, Florida 32114 (366) 322 -2500 (336) 322 -9766 (FAX) http: / /www.apcointi.org /institute /emd_program.htm ISBN 1- 57927- 150 -2 Printed in the United States of America Introduction......................................................................................... ............................... 1 Aboutthis Guide ...................................................................... ............................... 1 AboutAPCO Institute EMD ..................................................... ............................... 1 What Makes APCO Institute EMD Different ............................ ............................... 2 9 -1 -1 Adviser - Im Emergency Response Software .................... ............................... 3 EMDStandards ....................................................................... ............................... 6 The Implementation Process.. ......................... ......................... ....................................... 7 What to do First When Implementing EMD ............................. ............................... 7 MedicalOversight .................................................................... ............................... 7 Implementing APCO Institute EMD in Your Agency ................. ............................... 8 Customizing the APCO Institute EMD Guidecards & 9 -1 -1 AdviserT" Emergency Response Software ............................................. ............................... 10 Helpful Hints for Program Implementation .............................. ............................... 11 APCO Institute EMD Program Courseware & Certifications ............. ............................... 13 EMDConcepts ....................................................................... ............................... 13 Emergency Medical Dispatcher .............................................. ............................... 13 EMDInstructor ........................................................................ ............................... 15 Restricted Medical EMD Instructor ......................................... ............................... 17 EMDManager ......................................................................... ............................... 18 Continuing Dispatch Education .............................................. ............................... 19 EMD Refresher Program ........................................................ ............................... 22 Ordering EMD Materials ......................................................... ............................... 22 Frequently Asked Questions About APCO Institute EMD ................. ............................... 23 APCO Institute EMD Program Implementation Checklist ................. ............................... 25 The APCO Institute EMD Implementation Guide is designed to provide guidance and reference to agencies implementing the APCO Institute EMD Program and to provide information to those agencies researching the potential of implementing an EMD Program. This guide covers all aspects of implementing and maintaining a successful EMD Program. Emergency Medical Dispatch is not a product but a comprehensive program and as such requires the completion of several sequential steps and procedures and vigilance in ensuring the process is completed in a timely fashion. The implementation process will include input from the head of communications, the head of the agency, the local medical control authority and others. Complete implementation takes from three to six months, and includes customization of EMD guidecards and software, creation of review and quality assurance /quality improvement committees, training of employees, resolution of logistical matters and public education. In addition to this guide, the APCO Institute EMD Department staff is available to answer any questions that may arise during your implementation process or your EMD program research. Feel free to contact us at (386) 322 -2500 or email at EMD @apeointl.org. A . The APCO Institute's Emergency Medical Dispatch Program is based on the NHTSA National Standard Curriculum for EMD. The APCO institute EMD Program incorporates all of the current ASTM International guidelines and NHTSA guidelines in a comprehensive EMD package. Emergency Medical Dispatch is more than pre - arrival instructions; it is a systematic way to process medical calls for service. Trained telecommunicators, using locally approved APCO Institute EMD guidecards and software, quickly and properly determine the nature and priority of the call, dispatch the appropriate response, and then give the caller instructions to help treat the patient until the responding EMS unit arrives. APCO Institute EMD is a cost- effective way for agencies to implement an EMD program and includes local customization of EMD guidecards and software and locally controlled training through your own "on staff" APCO Institute certified instructors. APCO Institute www.apeoinstitute.org r` The APCO Institute EMD Program is locally controlled. Each agency implementing APCO Institute EMD must have a medical director. Your medical director works with your agency and other members of the local EMS community to customize the APCO Institute EMD guidecard system to match your local EMS system. The APCO Institute EMD guidecards can be customized. Because the guidecards and software are produced specifically for the implementing agency by the APCO Institute, they are available in two versions. Standard Version — This version uses the basic EMD Guidecard set approved for use by the APCO Institute. This set comes with all sections completed based on the NHTSA National Standard for EMD and allows only for customization of the response configurations. Your agency medical director will still be responsible for reviewing the guidecards and approving their content for use by your agency. Custom Version — This version allows for customization by the agency. Most areas of this version can be customized with your medical director's approval. This includes changes to the names of the guidecards, additions to the Vital Points Questions, the response configurations and the Short Report section. If your area has special target hazards that require special addressing, APCO Institute personnel will assist you in customizing your guidecards and software to address these needs. APCO Institute EMD can be taught by your own instructors on your schedule The APCO Institute offers EMD Instructor courses so your instructors can train your personnel on your schedule. The APCO Institute EMD course is designed to be taught by a team, with one instructor responsible for telecommunications training and another instructor responsible for medical training. If one individual can fulfill both the telecommunications and medical requirements, that person may teach the entire course alone. 2 wwwapeoinstitute.org APCO Institute APCO Institute requires completion of a formal basic telecommunicator training program prior to EMD training. There is more to EMD than just the guidecards. To be a proficient emergency medical dispatcher, an EMD must know the basics of calltaking and dispatching. This is similar to an advanced life support provider needing proficiency in basic life support techniques. This requirement is met by submission of documentation showing completion of a formal basic telecommunicator training program. APCO Institute EMD costs less As a non- profit organization that represents public safety communications, APCO knows the importance of providing a quality service for a reasonable price. There are no hidden charges with any APCO Institute training program. ( 9 - 1 - 1 A:. Emergency p oSoftware 9 -1 -1 Adviser""" Emergency Response Software is a WindowsTM software application designed to guide Emergency Medical Dispatchers through emergency calls for medical assistance, while recording information that can be used for Quality Assurance /Quality Improvement (QAIQI) purposes. 9 -1 -1 Adviser " Emergency Response Software is the only electronic version of the APCO Institute EMD Guidecards approved by the APCO Institute. The data in the APCO Institute 9 -1 -1 Adviser'" Emergency Response Software program is created from your agency's APCO Institute EMD Guidecards allowing you to assist with the content. The Vital Points Questions, Response Criteria and Pre - arrival Instructions are created to match the content of your "paper" guidecards and, as with these paper guidecards cannot be changed without written approval from your Medical Director. Approved modifications to your 9 -1 -1 Adviser'" Emergency Response Software software can only be made by the APCO Institute. CAD Interface or Stand Alone The 9 -1 -1 Adviser "m Emergency Response Software is designed to function with a Computer Aided Dispatch (CAD) system or as a stand -alone product. In functioning with a CAD system, 9 -1 -1 AdviserTm Emergency Response Software will gather certain data from the CAD system such as basic AN1/ALI information and will relay information back, to the CAD such as chief complaint type and response criteria. This prevents the unnecessary step of having an EMD input data twice. APCO Institute www.apeoinstitute.org 9 -1 -1 AdviserTm Emergency Response Software also creates a time - stamped report log to record all transactions during the call and includes notes put in the system by the EMD. Although this report log does allow supplemental information to be added later by supervisors or administrators, it does not allow the record to be altered, which prevents tampering and creates a secure record keeping system. Pre - arrival Instructions Links Icons linking the calltaker to instructions for CPR, Obstructed Airway and Childbirth are available at all times on all screens. This constant availability saves time and prevents confusion on the part of the EMD, by eliminating the need to click through a series of screens to get to the needed Pre - arrival Instructions screen. Hazardous Materials Information 9 -1 -1 Adviser T Emergency Response Software also gives EMDs the ability to quickly access hazardous material information from the Emergency Response Guidebook (ERG). The most current edition of the ERG is featured as a component of the 9 -1 -1 Adviser" Emergency Response Software system and will be updated editions as they become available. The electronic version of the ERG uses the same color - coding reference system and contains pictures of placards for EMDs to use as reference when taking information from callers and relaying it to responders. The system also allows EMDs to access hazardous materials information based on placard number and /or design, UN ID number, and /or material name. Operating Procedures Configurable data management tools allow for the on -site entry of standard operating procedures (SOPs) and local contact information as needed. Should you have locations in your jurisdiction that have special response guidelines (nursing homes, ammunition warehouses, chemical factories, etc) you can input the information into the 9 -1 -1 AdviserT" Emergency Response Software and this information will be immediately available when needed. 4 www.apeoinstitute.org APCO Institute Homeland Security and Syndromic Surveillance The software also offers an option that, along with the extensive archive component, assists in call -trend analysis and creates a syndromic surveillance system that will assist your agency and the field agencies in your area, with improved Homeland Security. This option creates a system based on your local criteria that monitors transactions for trends that can be designed to recognize possible acts of biological or chemical terrorism and also allows for monitoring for possible "outbreak" or "epidemic" situations. As EMDs become more and more aware of the potential for acts of terrorism, they are being educated in the things they need to be aware of such as tell -tale signs that a collection of seemingly random calls might be related and may be the first sign of a possible act of terrorism. This call trend analysis option creates a system to track calls and notify necessary personnel automatically. This eliminates the need for EMD intervention and alleviates some of the workload on EMDs during emergency situations. For example, assume an agency receives an average of 16 "sick unknown" calls with difficulty breathing and flu -like symptoms in a typical 24 -hour period. This agency can design their 9 -1 -1 Adviser T Emergency Response Software program to automatically notify necessary personnel when the 16th "sick unknown" call with difficulty breathing and flu -like symptoms is received during a 24 -hour period. EMDs are taught that one of the first signs of a possible terrorism incident or WMD event can be an influx of calls that are similar in nature and exceed typical call numbers. That 16th call may be the "heads -up" on such an incident and when this occurs EMDs may become quickly overwhelmed, responding to calls for service. Having a system that will ensure notification of pertinent personnel doesn't get missed during the confusion or left undone because of higher priorities such as dispatching of response units or patient assessment is undeterminably beneficial. The personnel notified by this system are determined by your agency. A rash of difficulty breathing or shortness of breath calls may activate the notification of your local Department of Health, the local hospital Emergency Departments, the Communications Center Manager and /or the local EMS Supervisor. These individuals can be notified immediately by e -mail. A PCO Institute www.apeoiinstitute.org Fire Dispatch and Law Enforcement Components In addition, the APCO Institute 9 -1 -1 Adviser Emergency Response Software program offers fire service and law enforcement components. These components are similar to the medical component with one exception. If your agency chooses to do so the Fire Service and Law Enforcement guidecards they can be completely customized by your agency on site. Your administrative personnel can enter the system at any time and make changes to the fire service and law enforcement guidecards without going through the APCO Institute as you do with the medical guidecards. You can create the fire service and law enforcement guidecards to match your agency's policies and procedures and update them as you see fit, when needed. Dispatch or Law Enforcement guidecards through the APCO Institute, they must be approved by local authorities. The APCO Institute EMD Program is based on the National Highway Traffic Safety Administration's National Standard Curriculum for Emergency Medical Dispatch and meets all guidelines set by NHTSA and ASTM International. These ASTM guidelines include: ASTM 1=1552 - Standard Practice for Training Instructor Qualification and Certification Eligibility of Emergency Medical Dispatchers ASTM F1258 - Standard Practice for Emergency Medical Dispatch ASTM F1560 - Standard Practice for Emergency Medical Dispatch Management State Legislation and Mandates Concerning EMD A number of states have adopted requirements and regulations for EMD programs operating within them. Please contact your state EMS office to obtain the most current information on EMD requirements. You can also get more information by contacting your state chapter of APCO International or the APCO Institute EMD Department Staff. 6 wim.apeoinstitute.org APCO Institute �► s: s There is much more to an EMD program than purchasing EMD guidecard sets and software. Emergency Medical Dispatching will affect almost every area of your communications center. In addition, EMD has a major impact on your local EMS system. Every agency that implements EMD should take care to consider all the steps that must take place to ensure your agency's success. 11,111 MAIT Because EMD is a medical program, it requires medical oversight in the form of a medical director. This medical authority provides management and accountability for the medical -care aspects of the EMD program, including participation in the direction and oversight of communications personnel training. Selection of the Medical Director Typically, the medical director is not involved in the personnel actions of the communications center. However, the medical director must have authority to temporarily suspend any emergency medical dispatch personnel from further activity as a "practitioner," if the EMD's medical activities do not meet satisfactory performance levels. The medical director should have a written agreement documenting the responsibilities and relationship to the total EMD program. Ideally, the medical director should be an individual with the time available to devote to assisting in the development and management of the EMD system and should have knowledge of the local EMS system. Orientation for the Medical Director Orientation must provide information specifically related to the medical director's function within the communications center and the EMD program. The medical director should be involved in all aspects of program planning and implementation. This requires that the medical director become familiar with the concepts and philosophy of the APCO Institute EMD Program. APCO institute www.apcoiastitute.org This information may be new to the medical director and must be incorporated into the orientation process. The APCO Institute highly recommends that the medical director attend the APCO Institute Emergency Medical Dispatcher course for a better grasp of the principles of EMD. Role of the Medical Director in the EMD Program The medical director assists the EMD Guidance Committee, which is responsible for program implementation and overall maintenance, in designing predetermined emergency response configurations. Questions for consideration include: • What resources are available in the community? • How can we configure our resources for the most effective and efficient use? • Will response time make a difference in patient outcome? • Will response times be reduced by use of a "hot" response mode (lights and siren)? • Will using resources closer to the victim in a "cold" response mode be more effective than using distant resources in a "hot" mode? The medical director assists in the review and development of patient -care standards delivered through EMD, answering these questions: • Given local EMS guidelines and estimated response times, what patient -care measures can be initiated at the EMD level? • Are there special -needs considerations in our response area, such as high -risk sites or marine injuries? The Guidance Committee is generally responsible for developing tiered responses. Tiered responses simply denote various levels of care available for selection and dispatch by communications center personnel. The medical director should participate in the development of these responses. This section is intended to serve as a sequential guideline for activities that must be completed to implement the APCO Institute EMD Program. All administrative and advisory functions must be established and in place before implementation. Month One: • Identify and select an EMD program medical director • Identify and select an EMD Manager. Send this person to the APCO Institute EMD Manager Course. (This person can also be the person selected to be the Agency Instructor) • Identify and select personnel for quality assurance /quality improvement www.apcoinstitute.org APCO :Institute • Form a Guidance Committee to assure a voice for all agencies involved with implementation • Notify the APCO Institute in writing of your intent to implement the APCO Institute EMD Program. This "Letter of Intent" should contain the name of your medical director and the name, address, telephone number, fax number and email address of the person who will serve as your primary contact during the implementation process Month Two: • Identify goals and objectives for the EMD program and begin to orient all government or municipal personnel, as well as EMS and communications personnel • Determine the response configurations for your local EMS system • Begin customization of your guidecards • Arrange, schedule, and conduct all prerequisite and pre -EMD training programs, including CPR and basic telecommunicator training for EMD Instructor Candidate • Select and send personnel to the APCO Institute EMD Instructor Course Month Three: • Develop QAfQI programs for employee evaluation, including policy and lines of authority • Ensure all Guidance Committee, continuing dispatch education programs, and other administrative functions are established and are based on policy and procedures - Return your guidecard drafts with changes for production Month Four: Begin installation of 9 -1 -1 Adviser Emergency Response Software, if applicable • Arrange, schedule, and conduct all prerequisite and pre -EMD training programs, for all personnel, including CPR and basic telecommunicator training Month Five: • Arrange, schedule, and conduct EMD training for all personnel, which may include Guidance Committee members, program management, and the medical director APCO Institute www.apcoinstitute.org 9 Month Six: • Begin on -line use of the APCO Institute EMD Program • Begin performance evaluation through the use of a formal QA/Q1 program • Begin dispatch feedback programs • Begin Continuing Dispatch Education programs Ongoing: • Gather and record data relative to the effectiveness of the EMD program • Evaluate the impact of the EMD program on the delivery of EMS • Continue to provide Continuing Dispatch Education programs • Adjust associated policy statements as necessary Customizing the APCO Institute EM D Guidecards and Configuring Adviser Emergency Response Software Step One After the APCO Institute receives your agency's letter of intent to implement the APCO Institute EMD Program, your next step will be to purchase a draft set of paper or electronic guidecards for your review. This set is to be reviewed for approval by local medical control and other interested personnel. This set of paper guidecards will also be used to design your 9 -1 -1 AdviserT" Emergency Response software. Should your agency decide to use the Custom Version of the guidecards, the guidecards and software may be modified in the following areas: • Changes to the names of the response configurations • Additions to the Vital Points Questions, if made by medical control • Addition of dispatch codes • Other changes as approved by the APCO Institute EMD Department staff To save time in the customization process, submit changes via e -mail as a Word document ONLY or you may highlight any changes to the paper guidecards and write the edited version next to the section requiring modification in red ink. Mark pages with changes with a sticky note type of flag. Make sure all requested changes are marked clearly. Electronic versions of the guidecards are available in Microsoft Publisher. Agencies requesting electronic drafts will be required to sign an affidavit prior to their release. Your local medical control is required to work with the agency and sign the cards to indicate approval before returning them to the Institute. Step Two Once the guidecards have been approved by your agency to suit your system, return them to the APCO Institute for production. Have your medical director and agency administrator approve and sign the draft copy. 10 www.apcoins €itute.org APCO Institute Step Three Once the guidecards are in final production, you can schedule training for your agency's personnel. Your agency may send individuals to the APCO Institute EMD Instructor Course any time between steps one and three. Basic training can begin once you have received your customized guidecards. Step Four Your agency should select a "cutover" date, on which your personnel will begin on -line use of the APCO Institute EMD Program. This date should be after all personnel have completed the APCO Institute EMD Course and you have the final customized guidecards and software in place. Policy and procedures for EMD should be in place, as well as all aspects of quality assurance /quality improvement. Notify the APCO Institute of this "cutover" date in advance. Adequately establish a management structure and hold regular Guidance Committee meetings. Consider having at least two meetings per month when you start your program, with a minimum of eight items on your action list. Implement the QA /QI process and its data - gathering and analysis components before using the EMD guidecards and software. Equal importance should be placed on finding and reinforcing the proper use of the EMD system as on finding shortcomings. Establish training budgets and schedules to cover personnel in training, as well as overtime expenses for prerequisite and EMD training. Remember to budget for personnel who must cover for trainees while they are in class and to include Continuing Dispatch Education courses and recertification. Adequately orient all affected field personnel. If field personnel do not understand EMD and the steps necessary to implement it, they may have unanswered. questions and unaddressed resistance to the new program. Implement a Continuing Dispatch Education (CDE) program. Quality assurance/quality improvement personnel will be able to assist in this process, as they will knew the strong and weak points of your EMD program. Tailor educational offerings to the practice of EMD. Some activities we suggest include riding along with field units, teaching civic groups, reviewing audio tapes, running scenarios and/or computer drills, and completing pre - hospital care and basic and advanced telecommunicator courses. APCO Institute www.apcoinstitute.org 11 Provide system representation from all levels on all committees. This means including personnel from every part of your organization in decision- making processes, ensuring no group is under - represented. This may be cumbersome to coordinate, but it will be well worth the effort in the long run. Provide education to your community. Many public safety agencies have a public information officer to help educate the community about your EMD program. The public needs to know what is being done and why to better understand any changes in how they call for help. Quality Assurance /Quality Improvement Current standards and guidelines for EMD require a formal review of the yearly medical call base. This process includes a review of 7 -10% of all EMD related calls (per ASTM 1560- Standard Practice for Emergency Medical Dispatch Management). QA/01 activities consist primarily of call review, data evaluation, and useful feedback. The QA /QI personnel make on -going recommendations directly to the oversight committee for evaluation and action. QA/Q1 monitors create a formal program for monitoring dispatcher decision- making and adherence to guidelines, as well as for assessing the effects of those decisions on field operations. The best means of evaluating dispatch systems and of validating and monitoring dispatcher performance is randomly reviewing recordings of actual calls. QA /QI personnel use call review to garner pertinent information regarding compliance and the effects of noncompliance on the EMD program. It is helpful to have a system wide QA/ QI program integrating all patient - related data into the process. Each must be evaluated with the proper technique and focus. 12 www.apeoinstitute.org A:PCO institute r: The APCO Institute EMD Concepts course is designed to familiarize students with the philosophy of emergency medical dispatching and its role in today's communications center. The course deals with the national standards and guidelines of emergency medical dispatching as well as the design and components of EMD, in general. Students will learn how emergency medical dispatch works and the most common pitfalls to avoid on the road to establishing an EMD program in their agency. Topics include: • EMD Program Overview • The Emergency Medical Dispatcher • EMD Implementation • EMD Guidecards • Anatomy and Physiology • Legal and Liability Issues • Quality Control Please note: Completion of the EMD Concepts course will not result in an individual being certified as an APCO Institute Emergency Medical Dispatcher. This is an awareness level course only. Anyone wishing to become an APCO Institute EMD will need to successfully complete the 32 -hour APCO Institute Emergency Medical Dispatcher Course. Completion of the Emergency Medical Dispatch course is required for enrollment in the EMD Instructor course. This course is based on the NHTSA National Standard Curriculum for EMD. Completion of the APCO Institute Emergency Medical Dispatcher course means that the student has met all of the requirements of the National Standard Curriculum - an important point for states that require compliance with the national curriculum. Topics covered provide the student with the knowledge and foundation to answer calls for emergency medical service and properly prioritize the response. The course also provides the student with the knowledge needed to convey proper pre- arrival instructions to the caller when needed. APCO Institute www.spcoi.n.stitute.org 13 The topics covered in the course include: • EMD Roles and Responsibilities • Legal and Liability Issues in EMD • National and State Standards for EMD • Resource Allocation • Layout and Structure of the APCO Institute EMD Guidecards • Obtaining Information from Callers • Anatomy and Physiology • Chief Complaint Types • Quality Control & Recertification • Stress Management The classroom setting provides practical exercises to help the new EMD become familiar with the theories and practices of EMD and students will practice with their agency's APCO Institute EMD Guidecards in simulated EMD calls. Completion of this course is required for enrollment in the EMD Instructor course. Prerequisites Current certification in CPR from the American Heart Association, American Red Cross or equivalent and completion of a formal basic telecommunicator training program. Recertification Requirements To recertify, all APCO Institute certified Emergency Medical Dispatchers must provide proof every two years of 24 hours (12 hours per year) of Continuing Dispatch Education (CDE), a current CPR certification as stated above, and successfully complete the EMD Recertification Examination. Recertification Fees Recertification fees must be submitted with your recertification application. Applications will only be processed if accompanied by payment. Please contact APCO Institute or visit our website at www.apcoinstitute.org to obtain the current recertification fees. If your application is rejected, you will have 90 days to correct any improprieties and resubmit without forfeiting your recertification fees. Fees are non - refundable. Penalties for Non - Compliance EMDs who fail to recertify prior to their expiration date will have their certification suspended. EMDs that make no attempt to recertify may be required to retake the EMD course to achieve active status with APCO Institute. 14 www.apeoinstitute.org APCO Institute EMD Instructor This course provides your agency personnel with the necessary skills and certification to present the APCO Institute Emergency Medical Dispatcher Course within your agency. By having a qualified instructor on staff, you control the training schedule and reduce your training costs. The APCO Institute EMD program combines telecommunicator skills with medical issues. With this and ASTM standards in mind, the APCO Institute requires that the course be taught by instructors with medical and telecommunicator backgrounds. The instructor candidate who teaches the medical portions must have at minimum, current certification as a Basic EMT under the National Standard Curriculum as set by the Department of Transportation (DOT). Individuals who are either a current EMD or dispatch supervisor may teach the telecommunicator portion. If one individual can fulfill both the telecommunications and medical requirements, that person may teach the entire course alone. If not, the course must be presented by at least two qualified individuals. Agencies not having an EMT on staff may take advantage of a Paramedic that is currently a federal or state instructor to instruct the medical portion. The Paramedic Instructor must apply to the APCO Institute for a Restricted Medical EMD Instructor certification. The topics covered in the course include: • Introduction to EMD • The Instructional Process • The Design /Utilization of Instructional Media • Legal Issues in Training • Utilizing Lesson Plans and Student Materials • Overview of the EMD Program • Simulation Design and Evaluation • Practical Skill Development • Student and Course Evaluations • Implementation Policies and Procedures Prerequisites Completion of the APCO Institute Emergency Medical Dispatcher Current CPR. Certification Basic EMT Certification (for Candidates wishing to instruct the medical portion of the course or wishing to instruct the entire course alone) Restrictions EMD programs vary from agency to agency and APCO Institute, in accordance with the NHTSA Standard, restricts instructors to instruction of agencies with the same EMD Guidecards or EMD Medical Director. APCO Institute www.apcoinstitute.org 15 EMD Instructor Recertification Requirements All APCO Institute certified instructors are required to recertify every two years. Your certification is valid for two years from the original certification date and subsequent recertification dates. Your certificate has the expiration date printed on it in the lower right -hand corner. In order to re- certify you must comply with all the requirements. As an instructor, you are required to.accumulate hours in two venues. You must demonstrate you are maintaining proficiency through teaching as well as receiving continuing dispatch education. Each recertifying instructor must accumulate 48 points during the two -year recertification period. Recertification Fees Recertification fees must be submitted with your recertification application. Applications will only be processed if accompanied by payment, Please contact APCO Institute or visit our website at www.apcoinstitute.org to obtain the current recertification fees. If your application is rejected, you will have 90 days to correct any improprieties and resubmit without forfeiting your recertification fees. Fees are non - refundable. Penalties for Non - Compliance EMD Instructors who fail to recertify prior to their expiration date will have their certification suspended. EMD Instructors that make no attempt to recertify may be required to retake the EMD Instructor course to achieve active status with APCO Institute. How to Accumulate Hours: Teaching You must accumulate a minimum of 12 hours per year through teach inglinstructing, for a total of 24 hours during the two -year recertification period. Instruction may be in the form of formal classes or informal in- service -type training. Continuing dispatch education can include teaching APCO Institute courses, teaching college or academy courses, conducting in- service training, presenting conference seminars, etc. Although you are not required to submit your documentation for teaching, you must retain all records or other official forms attesting to the training conducted. APCO Institute reserves the right to audit all requests for recertification. In the event of an audit, you will need to produce the documentation verifying all entries on the recertification affidavit. 16 www.apcoinstitute.org APCO Institute 311111 ��i To better serve smaller agencies with more restrictive budgets, APCO Institute offers the Restricted Medical EMD Instructor Certification. This certification allows agencies to certify a medically trained individual to instruct the medical portion of the APCO Institute EMD course without attending an EMD Instructor course first. Restricted Medical EMD Instructor Candidate Requirements The Individual must be at least a Paramedic with a current instructor certification from a state or federal agency. 2. An individual must submit the following documentation: • Resume /Curriculum Vitae The submitted documentation will be reviewed for approval by the APCO Institute EMD Department Staff. If approved, the individual will receive a Restricted Medical EMD Instructor Certification and an EMD Instructor Manual with all supplements. Restrictions and Recertification Restricted Medical EMD Instructor Certification will only allow the holder to instruct the medical portions of the EMD course. All course instruction is to take place under the direct supervision of a current APCO Institute EMD Instructor. Restricted Medical EMD Instructor Certification will expire every two years and will require the holder to recertify by re- submitting the previously mentioned paperwork and the appropriate Instructor certification fee. The certification will be directly related to the corresponding agency. Therefore, the agency must maintain a fully certified APCO Institute EMD Instructor on staff and maintain their compliance with the APCO Institute. Should the agency fail to maintain a fully certified EMD Instructor on staff, the Restricted Medical EMD Instructor Certification holder will not be eligible for recertification. Restricted Medical EMD Instructor Certification holders will not be allowed to teach outside their corresponding agency. APCO Nstitule wimapeoinstitute.org 17 • Certificate of Medical Training • Certificate of Instructor Qualifications • Restricted Medical EMD Instructor Certification application • Application /Certification fee JAW This course provides your EMD Manager with the necessary skills and certification to organize and coordinate all activities surrounding the APCO Institute EMD Program. The individual taking this course has the ongoing responsibility to ensure that all EMD activities from training to quality control are carried out in the most efficient and effective manner and will have day -to -day responsibility for supervision of EMD personnel. The EMD Manager is the primary point of contact with APCO Institute and given the high level of oversight needed for the overall EMD program, all agencies using the APCO Institute EMD Program must have an APCO Institute certified EMD Manager or APCO Institute certified EMD Instructor on staff. Agencies that are using a regional or group based EMD program and are sharing EMD Instructors, EMD guidecards or EMD Medical Direction must still have, at minimum, an APCO Institute certified EMD Manager on staff. The EMD Manager ensures that all members of the EMD program implementation team, including the Medical Director, fulfill their responsibilities as assigned. Subsequent to implementation, this individual will have the ongoing responsibility to ensure the EMD Guidance Committee remains intact and operational and that all EMD activities from training to quality control are carried out in the most efficient and effective manner. Prerequisites Filling the role of the EMD Manager will be based on local needs and resources. The person chosen to fill this position must have the skills and abilities required to fulfill the roles and responsibilities of the position. Sometimes the Comm Center Director of the agency providing EMD becomes the EMD Manager. In other cases, a Comm Center Supervisor or other senior individual could be named as the EMD Manager. Regardless of the position of the individual named on the agency's organizational chart, an EMD Manager must be appointed because this person will have day -to -day responsibility for supervision of EMD personnel and activities. EMD Manager Recertification Requirements All APCO Institute certified EMD Managers are required to recertify every two years. Your certification is valid for two years from the original certification date and subsequent recertification dates. Your certificate has the expiration date printed on it in the lower right -hand corner. In order to re- certify you must comply with all the requirements. EMD Managers are required to accumulate thirty -six (36) hours of CDE training every two (2) years to recertify in the APCO Institute EMD program. Twenty -four (24) hours of this CDE must meet the requirements set forth to recertify as an APCO Institute EMD. 18 www.apeoinstitute.org APCO Institute An additional twelve (12) hours CDE must fall into one or more of the following categories: • Documented hours of formal quality control activities to include call review, EMD evaluation, etc • Documented hours of formal EMD program oversight to include EMD Guidance Committee meetings, EMD guidecard updates, etc • Training /education in management or supervision skills or other training designed to educate individuals in personnel management and /or project oversight Recertification Fees Recertification fees must be submitted with your recertification application. Applications will only be processed if accompanied by payment. Please contact APCO Institute or visit our website at www.apcoinstitute.org to obtain the current recertification fees. If your application is rejected, you will have 90 days to correct any improprieties and resubmit without forfeiting your recertification fees. Fees are non - refundable. Penalties for Non - Compliance EMD Managers who fall to recertify prior to their expiration date will have their certification suspended. EMD Managers that make no attempt to recertify may be required to retake the EMD Manager course to achieve active status with APCO Institute. Now to Accumulate Hours: Teaching You must accumulate a minimum of 12 hours per year through teaching /instructing, for a total of 24 hours during the two -year recertification period. Instruction may be in the form of formal classes or informal in- service -type training. Continuing dispatch education can include teaching APCO Institute courses, teaching college or academy courses, conducting in- service training, presenting conference seminars, etc. Although you are not required to submit your documentation for teaching, you must retain all records or other official forms attesting to the training conducted. APCO Institute reserves the right to audit all requests for recertification. In the event of an audit, you will need to produce the documentation verifying all entries on the recertification affidavit. You must accumulate a minimum of 12 hours continuing dispatch education, for a total of 24 hours during the two -year recertification period. Continuing dispatch education can include taking APCO Institute courses, college courses, in- service training, conference seminars, etc. and should be specific to public safety communications or EMS. APCO Institute www.apeoinstitute.org 19 Although you are not required to submit your documentation for continuing dispatch education, you must retain all certificates, letters, or other official forms attesting to the completion of training. APCO Institute reserves the right to audit all requests for recertification. In the event of an audit, you will need to produce the documentation of all entries on the recertification affidavit. To recertify, all APCO Institute certified Emergency Medical Dispatchers and EMD Instructors must provide proof every two years of 24 hours (12 hours per year) of Continuing Dispatch Education (CDE). The CDE program must be organized around the standards of care, practice, and responsibilities of the EMD and meet the following specific objectives: • Maintain and develop the EMD's understanding of medical conditions, incident types, and priorities necessary when performing caller assessment and prioritization of medical calls. • Maintain and improve skills in providing telephone pre- arrival instructions offered in the scope of the EMD's certified training. • Maintain and improve the EMD's ability to use the APCO Institute EMD guidecards. • Maintain knowledge of seldom -used technical aspects of the system and emergency procedures and provide review of basic dispatching skills. • Provide opportunities for discussions, skill practice, and critique of skill performance. • Review and understand . issues and findings identified by the quality assurance /quality improvement process. These objectives may be accomplished in the following ways: - APCO Institute courses offer CDE credit on an hour - for -hour basis. Each certificate of completion states the number of CDE hours credited for that course work. • Attend and /or provide classes, workshops, seminars, and conferences that relate to the required skills of an Emergency Medical Dispatcher. Some 20 www.apeoinstitute.org APCO Institute examples include CPR, airway management, patient assessment, reviewing the chief complaint types from your APCO Institute EMD Guidecards and use of equipment. • Agencies may choose to conduct formal recertification courses based on the results of QA /QI findings. • Organize local training sessions to review EMS procedures and communications. Have a guest speaker present material related to emergency care procedures, medical /legal requirements or other topics directly related to the function of the Emergency Medical Dispatcher. • Coordinate demonstration or practice sessions using available basic and/ or advanced life support equipment. • Participate in community emergency exercises and disaster drills, where possible and appropriate. • Show audiovisuals to illustrate and review proper EMD procedures. • College courses specific to public safety may also be used, as well as First Responder, EMT -B, EMT -I, or EMT P training. • Have your EMDs teach the general public (schools, scouts, clubs, or church groups) on any topic within the scope of their jobs as emergency medical dispatchers. • Conduct practical training and role- playing sessions using the APCO Institute EMD Guidecards. • Schedule "ride- alongs" with pre - hospital care units to understand the EMS system from the other side of the radio. • Use the CDE articles that appear in the monthly publication of Public Safety Communications magazine that is sent to all APCO Members (an archive of these articles is available free of charge on the APCO Institute website at www.apcoinstitute.org) • Attend APCO International state, regional or national conferences. Educational seminars given at these conferences that directly relate to the job of an EMD will be considered for CDE credit. Contact the APCO Institute for further information. Documentation for continuing dispatch education may be in the form of a certificate, let ter, or other form of official certification of completion of training. This continuing dispatch education may be a single topic, or several topics, totaling at least 12 hours per year. To recertify, current EMDs must complete the EMD Student Recertification Form, and submit it with all required documentation to APCO Institute. A recertification fee must be submitted with the form and documentation. APCO Institute www.apeoinstitute.org 21 Just like quality assurance /quality improvement, training is a process, not an event. A sound, ongoing program of continuing dispatch education is essential. Without on -going education, an initially sound EMD program slowly gets weaker. To help accomplish this, the APCO Institute offers the APCO Institute EMD Refresher Program. This CD -based program offers 12 hours of Continuing Dispatch Education in a single package. The package is designed to be used repeatedly to recertify your entire staff and any new EMDs as needed. In addition, the training material contained in the EMD Refresher Package can be used as "in- house" training or to supplement existing training programs. Each title in this program is a complete course package addressing a specific EMD topic and contains an instructor's guide, a PowerPoint"' presentation, student handouts, lesson plan, and a student examination. Each course can be presented by anyone with subject matter knowledge and the ability to speak in front of a group. No special instructor certification is needed! All students are required to have their own student manuals for the courses they take. The student certification is included in the price of the manual. To avoid extra shipping charges, classroom materials must be ordered at least 21 days prior to the start date of the class. All orders submitted to APCO Institute for class materials must be accompanied by payment. Payment may be in the form of an original purchase order, check or credit card number. When APCO Institute receives your request for materials and before any order is filled, the instructor name that appears on the form will be checked to verify certification status, If an instructor's certification has expired or been suspended or revoked the order will not be filled. 22 www.apcoinstitute.org APCO :Institute FREQUENTLY ASKED QUESTIONS ABOUT APCO INSTITUTE EIVID AND EMD IMPLEMENTATION How long does the implementation process take? Complete implementation takes from three to six months. This includes customization of your EMD Guidecards, installation of the 9 -1 -1 Adviser"' Emergency Response software, creation of review and quality assurance /quality improvement committees, and training of employees. The determining factor is the amount of time it takes your agency to finalize your guidecard customization. Why I do I need a Medical Director? Because EMD is a medical program, it requires a medical director. The medical director provides management and accountability for the medical care aspects of the program, including participation in the direction and oversight of your agency personnel. Who decides how my guidecards and 9 -1 -1 Adviser'"' Emergency Response software are designed? Your agency, in cooperation with your medical director, will decide how your guidecards and 9 -1 -1 Adviser T Emergency Response software are to be customized to reflect your particular needs and resources. Who sets the standards for the APCO Institute EMD Program? The APCO Institute EMD Program is based on the NHTSA National Standard Curriculum for EMD. It incorporates all the of the current NHTTA and ASTM International guidelines in a comprehensive EMD package. Are there any prerequisites for taking the APCO Institute EMD course? Students must possess current CPR certification from the American Heart Association, the American Red Cross or equivalent. Students must also have successfully completed a formal basic telecommunicator training program. Are there any prerequisites for taking the APCO Institute EMD Instructor course? Students must have successfully completed the APCO Institute Emergency Medical Dispatcher course, be currently certified as, at a minimum, an EMT Basic (for those wishing to teach the medical portion of the class or wishing to teach the class alone), have dispatch experience and be CPR certified. Is the APCO Institute EMD Course available online? Yes, however, it is a bit different than APCO's other online courses. The online EMD course requires students to attend a web seminar in week three and a practical practice conference call in week six. The week three web seminar lasts approximately one hour. The week six practical practice conference call lasts around 1.5 hours. The final practical practice is completed by a one -on -one conference call with the instructor at the end of the course. APCO Institute www.apeoinstitute.org 23 These sessions may or may not be during the student's regularly scheduled work time, especially if the student works overnight. Arrangements will /may have to be made at the agency level to allow the student to attend these required sessions. How do I get subsequent new hires trained? APCO Institute certifies your personnel to train your staff on your schedule and recommends having at least one instructor on your staff. How do I become an APCO Institute EMD Instructor? Persons interested in becoming APCO Institute EMD Instructors must have successfully completed the APCO Institute Emergency Medical Dispatcher course. Candidates then complete the APCO Institute EMD Instructor Course. This course provides your agency personnel with the necessary shills to present the APCO Institute EMD Course within your agency. By having a certified instructor on staff, you control the training schedule and reduce your training costs. Does the APCO Institute EMD Course have to be taught by two people? The APCO Institute EMD program combines telecommunicator skills with medical knowledge. With this and ASTM International Standards in mind, the APCO Institute requires that the course be taught by instructors with medical and telecommunicator backgrounds. The instructor teaching the medical portion of the class must have, at a minimum, current certification as a Basic EMT as required by the National Standard for EMD and current CPR certification. The telecommunicator sections of the course must be taught by someone currently an EMD dispatcher or dispatch supervisor. If one person can meet both requirements then that person may teach alone. As an APCO Institute EMD Instructor, can I teach the course to anybody from any agency? EMD programs vary from agency to agency and APCO Institute, in accordance with the NHTSA Standard, restricts instructors to instruction of agencies with the same EMD Guidecards or EMD Medical Director. How do I recertify? The APCO Institute currently requires recertification every 2 years. To recertify, all APCO Institute certified Emergency Medical Dispatchers must provide proof every two years of 24 hours (t 2 hours per year) of Continuing Dispatch Education (CDE), a current CPR certification, and successfully complete the EMD Recertification Examination. 24 www.apeoinstitute.org APCO Institute ❑ Select Medical Director ❑ Select EMD Manager ❑ Appoint Guidance Committee (and sub- committees as needed) ® Letter of Intent to Implement to APCO Institute EMD Department J Appoint QAIQI personnel ❑ Request EMD Guidecard Draft set for customization ❑ Certify EMD Instructors (may be completed at any stage prior to training EMDs) ❑ Customize EMD Guidecard Draft set ❑ Return customized EMD Guidecard Draft set with Medical Director's approval ❑ Conduct all pre - requisite training (CPR, basic telecommunicator, etc) ❑ Conduct Emergency Medical Dispatcher training ❑ Install 9 -1 -1 AdviserT"l Emergency Response software, if applicable ❑ Begin on -line ( "live ") use of EMD Program ® Institute CDE Program Begin QAIQI Program APCO Institute mmapeninstitute.org 25 d p ,gg'ram"httn�. t Wwwaocoin l , .......... . . . .......... O(n rg , : . . 'stitute@apd ti i'h or call (88:8) ? 7 -69,11 2 : EXHIBIT B ,Services (If Software is included reference and attach Exhibit Q. TOTAL FEES: Following EMD Quote and 9 -1 -1 Adviser Quote ( Exhibit D) EXPIRATION DATE: 351 N Williamson Blvd, Daytona Beach, FL 32114 Phone 386.322.2500 Fax 386.322.9766 www. a pcoi ns ti to TO MetroCom c/o Cheryl Daubs Corpus Christi, TX 'RER� i�ilB , SHIPPtuIETHQD- JIRPitCi'TRhS a P�ELiVEE*Y DATA PAYMENT T'ERHIS 61 EMD 5.2 Kaufman i EMD Quote FOB 7% Upon request Due on receipt Quotation prepared by: Pamela Kaufman, EMD Program Manager This is a quotation on the goods named, subject to the conditions listed in the APCO EMD Implementation Guide. To accept this quotation, sign here and return: Mug 'LT@M <fs 7! 1�Lili�INF;� .... E,. ,.... '11}T P.RtOE LIMA fOfAL'I I 61 EMD 5.2 Students manuals for EMD course 89.00 ** $5,429.00* [ f i 10 Racks f Guidecard racks as requested by agency 299.00 2990.00* SUBTOTAL $8,419.00 * *APCO Members receive a discount S ix H 589.33 TOTAL $9008.33 Quotation prepared by: Pamela Kaufman, EMD Program Manager This is a quotation on the goods named, subject to the conditions listed in the APCO EMD Implementation Guide. To accept this quotation, sign here and return: EXHIBIT C Software License This Software License is an exhibit to, and a part of, the Agreement dated March 30, 2012 between APCO and City as those terms are defined in the Agreement. Definition of Software. The term Software, as used herein, shall refer to the MEDS (Multi- Purpose Emergency Dispatch Systems) software marketed and sold by APCO that is comprised of the electronic version of City's guidecards. 2. License. Subject to the terms and conditions of this Agreement, APCO grants to City, and City accepts from APCO, a non - exclusive, non - transferable, revocable license to use the current version of the Software, for a term concurrent with the term of this Agreement, unless earlier terminated as provided herein. The Software may be used only at a single location and may not be accessed by more than ten (10) concurrent users. 3. Limitations. City shall not: (1) permit any third party to use the Software; (2) modify, or attempt to modify, the Software; (3) sublicense the Software; (4) decompile any code associated with the Software; or (5) reverse engineer any portion of the Software. The electronic guidecards are locked so as to prohibit modification absent Medical Director and APCO approval. City shall not seek to modify these guidecards. 4. License Fee. The license fee for the Software is $40,250.00 and no /100 Dollars (the "License Fee"), Twenty -five percent (25 %) of the License Fee is due -and payable upon execution of the Agreement or this license, whichever is later. The remainder of the License Fee is due and payable upon delivery of the Software. Modification. City shall not make any modifications to the Software. In the event that City desires a modification to the Software, City shall provide to APCO (i) written approval of the modification from City's medical director and (ii) full payment for the modifications. Upon receipt of the foregoing, APCO shall either approve or reject the modifications. For those modifications approved by APCO, APCO will modify the Software accordingly. For those modifications rejected by APCO, APCO will not modify the Software and will refund City's payment. City agrees that the amount of the refund will be based on the portion of the modifications rejected minus reasonable administrative costs, of assessing the requested modifications. Such administrative costs shall not exceed 20 percent of the cost of the rejected modifications unless the parties mutual agree on a higher cost due to the level of assessment required. 6. Maintenance. Maintenance of the Software is provided by Advanced Systems Technology, Inc. ( "AST ") and is the subject solely of City's agreement with AST. City agrees that APCO maintains no responsibility for maintenance of the Software and has no liability with respect to AST's performance. 7. Ownership. City acknowledges that APCO and AST retain complete ownership of the Software and all intellectual property residing therein and that this Agreement shall not be construed as a license or transfer of any interest in the Software or intellectual property to City, except as expressly granted herein. Hardware Configuration. City is responsible for acquiring and configuring all hardware and software necessary for implementation of the Software. License Term' License Termination. The term of this license shall be concurrent with the Agreement, unless earlier terminated as provided herein. APCO or City may tenninate this license separately from the Agreement at any time upon thirty (30) days written notice. IN WITNESS WHEREOF, the parties by and through their undersigned representatives, possessing full right, authority, and approval to do so, expressly approve this Software License, appended to, and an integral part of the Agreement between APCO and the City dated March 30, 2012. APCO Institute, Inc. Pamela Kaufman Pam Kaufman EMD Program Manager ATTEST: Armando Chapa City Secretary APPROVED AS TO FORM: — 6wc-k per Assistant City Attorney For City Attorney Floyd Simpson Date Chief of Police Proposal for APCO 9 -1 -1 Adviser TM Software Exhibit D Submitted to: Metro Cam (Corpus Christi TX) Agency Contact: Cheryl Daubs E -Mail: cheryid @cctexas.com Date: June 2, 1011 Proposal for: APCO Institute 9 -1 -1 Adviser Implementation Introduction It is our understanding that Metro Corn (Corpus Christi TX) hereinafter referred to as the "Agency ") desires a quote to implement the APCO Institute 9 -1 -1 AdviserTm software on the following number of positions: 9 -1 -1 Adviser T11 software installed on 10 computer terminals: $35,000.00 Tech Support for 1 year: $5.250.00 Total: $40,250.00 CAD Vendor: Intergraph APCO Institute submits this proposal for the Agency's review and consideration. Professional Qualifications APCO International APCO International is the world's largest organization dedicated to public safety communications. We have been around since 1935 - far longer than any other public safety communications association. More than 15,000 members rely on APCO for their professional needs - from examining standards and issues to providing education, products and services. APCO Institute APCO Institute, a subsidiary of the Association of Public- Safety Communications Officials International, is the premier organization addressing educational and certification needs of public safety communications agencies. The Institute offers a selection of affordable training, educational resources, and consulting services for public safety communicators throughout the United States and in the international arena. Instructional offerings range from front -line basic training to supervisory, and communication center management courses, technical testing, agency and agent certification, and web seminars addressing current public safety communications issues. Page 1 Proposal for APCO 9 -1 -1 Adviser T11 Software Submitted to: Metro Corn (Corpus Christi TX) Agency Contact: Cheryl Daubs E -Mail: cheryld(@cctexas.com Date: June 2, 1011 APCO Institute 9 -1 -1 AdviserTM APCO Institute's 9 -1 -1 Adviser 7M is a WindOWS software application designed to guide calltakers and dispatchers through emergency calls for assistance by using a structured format of questioning and response configurations customized by the Agency. Proposed Procedures /Products & Services The proposed services to be provided by APCO Institute under this proposal are setout below as a progression of actions & activities. This proposal only includes services rendered by APCO Institute and Advanced Systems Technology (AST) towards the development of the interface between the APCO Institute 9 -1 -1 Adviser TMsoftware and the Agency's CAD system, conversion of the Agency's customized APCO Institute Guidecards into electronic format, and the 9 -1 -1 Adviser T"' User Guide. The Agency and the Agency's CAD Vendor will be responsible for development of the interface allowing the Agency's CAD to communicate with the 9 -1 -1 Adviser TM software and any and all further expenses associated with it. The cost of the technical support is based on the number of licensed terminals and is provided through Advanced Systems Technology. Tech support provides a 24 -hour point of contact in case of technical problems. Tech support is not mandatory, but it is highly recommended. Terms and conditions of tech support will need to be formalized through AST. Implementation Process Using the All Callers Interrogation Questions, Vital Points Questions, Response Configurations, Pre - Arrival Instructions and Short Report, customized by the Agency, APCO Institute will create a 9 -1 -1 Adviser "m software package customized to meet the needs and reflect the resources and procedures of the Agency. Product On the basis of the above, APCO Institute will develop and provide to the Agency, a 9- 1-1 Adviser T11 software package that includes the Agency's 9 -1 -1 ADVISER T Software and the Agency's 9 -1 -1 Adviser""' Database. Page 2 Proposal for APCO 9 -1 -1 Adviser TM Software Submitted to: Metro Corn (Corpus Christi TX) Agency Contact: Cheryl Daubs E -Mail: cheryld@cctexas.com Date: ,tune 2, 1011 Estimated Time Frame for Completion Based on current procedural guidelines and relying on a presumed rapid turn - around of draft documents by Agency personnel, APCO Institute estimates a start to finish time for this project of approximately 3 to 6 months. This time estimate is based on our present staff requirements and scheduling and is subject to change. Implementation Cost For providing the services and products defined in this proposal, APCO Institute will charge the Agency for the price of the 9 -1 -1 Adviser TM software plus a fee for the first 12 months of technical support, invoiced as follows: $10,062.50 (25 1 /6) upon acceptance of this proposal $30,187.50(Remainder) upon delivery of the final product This fee is subject to change should acceptance of this proposal occur more than 90 days subsequent to the date of submittal listed below. *Note: An 8 -hour training session that covers the use of 9 -1 -1 Adviser TV is available, at an additional cost. If the Agency wishes to pursue this option, an additional quotation for this training, will be issued. Respectfully submitted, Pam Kaufman EMD Program Manager APCO Institute Proposal Acceptance Agency Name By: Title: Date: APCO Institute will begin the proposed project upon the receipt of a signed copy of this proposal agreement and an authorized Purchase Order or other form of payment from the Agency. Page 3 ATTACHMENT INSURANCE REQUIREMENTS Exhibit E APCO'S LIABILITY INSURANCE A. APCO must not commence work under this agreement until all insurance required herein has been obtained and such insurance has been approved by the City. The APCO must not allow any subcontractor to commence work until all similar insurance required of the subcontractor has been obtained. B. APCO must furnish to the City's Risk Manager two (2) copies of Certificates of Insurance with applicable policy endorsements, showing the following minimum coverage by insurance company(s) acceptable to the City's Risk Manager. The City must be named as an additional insured for the General liability policy and a blanket waiver of subrogation is required on all applicable policies. TYPE OF INSURANCE MINIMUM INSURANCE COVERAGE 30 -Day written notice of cancellation required on Bodily Injury and Property Damage all certificates or by policy endorsement(s) Per occurrence 1 aggregate COMMERCIAL GENERAL LIABILITY including: $1,000,000 COMBINED SINGLE LIMIT 1. Commercial Form 2. Premises — Operations 3. Products/ Completed Operations 4. Contractual Liability 5. Independent contractors 6. Personal Injury AUTOMOBILE LIABILITY $500,000 COMBINED SINGLE LIMIT 1. Owned Vehicles 2. Hired & non -owned vehicles ELECTRONIC PROFESSIONAL LIABILITY including: $1,000,000 per claim (defense costs not Coverage provided must cover officers, directors included as part of policy limits) employees and agents 1. ERRORS AND OMMISIONS WHICH COMPLIES WITH THE TEXAS WORKERS' COMPENSATION WORKERS' COMPENSATION ACT and SECTION 11 OF THIS EXHIBIT EMPLOYERS' LIABILITY 500,000/500,0001500, 000 C In the event of accidents of any kind, the APCO must furnish the Risk Manager with copies of all reports of such accidents within ten (10) days of accident. Ill. ADDITIONAL REQUIREMENTS A. APCO must obtain workers' compensation coverage through a company in accordance with Texas law. The contract for coverage policy and endorsements approved by the Texas Department coverage provided must be in amounts sufficient to assur( licensed insurance must be written on a of Insurance. The that all workers' EXHIBIT E compensation obligations incurred will be promptly met. B. APCO's financial integrity is of interest to the City; therefore, subject to APCO's right to maintain reasonable deductibles in such amounts as are approved by the City, APCO shall obtain and maintain in full force and effect for the duration of this Contract, and any extension hereof, at APCO's sole expense, insurance coverage written on an occurrence basis, by companies authorized and admitted to do business in the State of Texas and with an A.M. Best's rating of no less than A -VII. C. The City shall be entitled, upon request and without expense, to receive copies of the policies, declarations page and all endorsements thereto as they apply to the limits required by the City, and may require the deletion, revision, or modification of particular policy terms, conditions, limitations or exclusions (except where policy provisions are established by law or regulation binding upon either of the parties hereto or the underwriter of any such policies). APCO shall be required to comply with any such requests and shall submit a copy of the replacement certificate of insurance to City at the address provided below within 10 days of the requested change. APCO shall pay any costs incurred resulting from said changes. All notices under this Article shall be given to City at the following address: City of Corpus Christi Attn: Risk Management P.O. Box 9277 Corpus Christi, TX 78469 -9277 (361) 826 -4555- Fax # D. APCO agrees that with respect to the above required insurance, all insurance policies are to contain or be endorsed to contain the following required provisions: • Name the City and its officers, officials, employees, volunteers, and elected representatives as additional insured by endorsement, as respects operations and activities of, or on behalf of, the named insured performed under contract with the City, with the exception of the workers' compensation and professional liability polices; Provide for an endorsement that the "other insurance" clause shall not apply to the City of Corpus Christi where the City is an additional insured shown on the policy; Workers' compensation and employers' liability policies will provide a waiver of subrogation in favor of the City; and • Provide thirty (30) calendar days advance written notice directly to City of any suspension, cancellation, non - renewal or material change in coverage, and not less than ten (10) calendar days advance written notice for nonpayment of premium. E. Within five (5) calendar days of a suspension, cancellation, or non - renewal of coverage, APCO shall provide a replacement Certificate of Insurance and applicable endorsements to City. City shall have the option to suspend APCO's performance should there be a lapse in coverage at any time during this contract. Failure to provide and to maintain the required insurance shall constitute a material breach of this contract. F. In addition to any other remedies the City may have upon APCO's failure to provide and maintain any insurance or policy endorsements to the extent and within the time herein EXHIBIT E required, the City shall have the right to order APCO to stop work hereunder, and/or withhold any payment(s) which become due to APCO hereunder until APCO demonstrates compliance with the requirements hereof. G. Nothing herein contained shall be construed as limiting in any way the extent to which APCO may be held responsible for payments of damages to persons or property resulting from APCO's or its subcontractor's performance of. the work covered under this agreement. H. It is agreed that APCO's insurance shall be deemed primary and non - contributory with respect to any insurance or self insurance carried by the City of Corpus Christi for liability arising out of operations under this agreement. It is understood and agreed that the insurance required is in addition to and separate from any other obligation contained in this agreement. 2011 Metrcom 911 software purchase and services ins .req. 6- 10 -11ep Risk Mgmt EXHIBIT E