STANDARDIZED EVALUATION GUIDELINES R# CATEGORY #1 1 UNACCEPTABLE 3 ACCEPTABLE 5 SUPERIOR TELEPHONE SKILLS Does not use proper questioning techniques to elicit or record proper information. Does not establish effective rapport with caller or control questioning of caller. Does not effectively conclude the conversation with satisfactory results. Freezes up or is unable to effectively follow through with the call. Continually relies on others to assist them. Cannot retain simple information given by a caller. Has to ask the same question two or three times. Records information that does not depict what the caller stated. Uses little or no force, or too much force, to gain attention and attempt to control. Fails to attempt to speak or gain control. Uses rough language or other inappropriate means to try to gain attention and control. Speaks so low that the caller cannot hear. Talks so fast the sentences are jumbled together. Establishes rapport with most callers and elicits most available information and records the same. Capable of successful termination of the call with positive results. Attempts to assist all callers or direct them to someone/department that can assist them. Asks questions pertinent to the situation. Retains information given by the caller. Rarely has to ask a question more than once. Records all information accurately. Gains control of hysterical caller in most cases using proper level of voice tone, word choice, and inflection. Speaks in a voice tone loud enough that the caller can hear. Talks slowly so the caller can understand. Always establishes effective rapport with callers including the most uncooperative callers and is capable of completely interviewing, utilizing proper telephone questioning techniques. Always confirms that proper assistance was provided to the caller. Retains all information given by the caller. Never has to ask the same question twice. Gains control of the most extreme caller, using proper levels of voice tone, word choice, and inflection in all cases. Speaks clearly and is careful to enunciate each word so there is no mistake in communication. R# 1 3 5 R# 1 3 5 CATEGORY #2 STRESS SITUATIONS Becomes emotionally agitated, is easily disturbed and panic stricken, cannot function, holds-back, loses temper or displays over-reaction or under-reaction. Projects nervousness, insecurity and/or lack of confidence by UNACCEPTABLE unnecessarily pausing or hesitating inappropriately, repeats call information or by using a tone of voice or voice inflection demonstrating these traits. Uses a course or rude language or demeanor on the telephone/radio. Fails or refuses to follow guidelines for answering emergency telephone calls or prematurely terminates emergency calls. Maintains self-control in most situations. Calmly determines proper course of action and applies same. Does not permit ACCEPTABLE situation to further deteriorate. Uses proper techniques in stress conditions and follows guidelines for answering and handling emergency calls. Able to maintain self-control in the most extreme situations. Quickly restores control of the situation and keeps control. SUPERIOR Determines the proper course of action and takes same in a calm, confident and orderly fashion. Uses proper emergency telephone techniques and keeps callers calm while obtaining information or giving instructions. CATEGORY RADIO SKILLS #3 Does not pre-plan radio transmissions. Over or under modulates. Cuts message off through improper use of the microphone. Speaks too quickly or too slowly. Does not courteously communicate over law enforcement UNACCEPTABLE telecommunications network. Broadcasts incomplete information. Speaks so low units cannot hear. Talks so fast the transmissions are jumbled together. Does not follow FCC Rules and Regulations. Follows procedures in relaying concise and complete radio transmissions and in proper order. Speaks with authority in a calm and clear manner, with minimum need for repeated ACCEPTABLE information. Speaks with a voice tone loud enough that units can hear. Talks slowly so units can understand. Follows FCC Rules and Regulations. Completely controls voice tone, word selection, inflection and bearing. Relays concise and complete information and restores order even in the most trying situations. Always SUPERIOR uses proper codes. Transmissions are well thought out and do not need to be repeated. Speaks clearly and is careful to enunciate each word so there is no mistake in communication. R# 1 3 5 R# 1 3 5 CATEGORY #4 RADIO USAGE (LISTENING/COMPREHENSON) Repeatedly misses radio communications traffic. Requires field units to repeat transmissions or does not accurately comprehend transmissions. Regularly fails to notice when a UNACCEPTABLE call has been entered. Higher priority calls are held when they should be dispatched. Calls are consistently dispatched to wrong unit Copies own radio transmissions and is generally aware of other radio traffic (i.e. unit-to-unit). Generally does not require units to repeat information. Understands and ACCEPTABLE generates officer needs. Rarely misses when a call is entered and dispatches in a timely manner. Generally assigns calls to the correct units. Is constantly aware of radio traffic. Is aware of traffic in other parts of the jurisdiction and uses previously transmitted information to assist law enforcement operations. Multitasked in hearing/monitoring different channels. Pays close SUPERIOR attention to calls as they are received and did not rely on coworker to advise that the call had been entered. Dispatches calls in a timely manner. Has excellent knowledge of districts and applies that knowledge when dispatching calls. CATEGORY ACCURACY AND COMPLETENESS #5 Demonstrates inability to locate forms, continuously selects incorrect form(s), omits/fails to secure necessary information to complete form(s), continuously routes form(s) incorrectly. Improperly fills out forms. NOTE: A form is anything one puts UNACCEPTABLE information into, i.e. TLETS/CAD/DOR’s. Fails to code calls correctly on a regular basis. Does not understand the difference between codes. Able to locate form(s) when needed. Chooses the appropriate form (s) for the task. Fills in the necessary ACCEPTABLE information to complete form(s). Properly routes completed form(s). Consistently codes calls correctly. Understands the differences between codes. Always knows what form(s) to use, its locations and what information is needed. Distributes completed form(s) to all departments and/or personnel required in a timely manner. SUPERIOR Has an excellent working knowledge of the codes and always codes call correctly. Understands the difference between codes. R# CATEGORY #6 1 UNACCEPTABLE 3 ACCEPTABLE 5 SUPERIOR R# 1 3 CATEGORY #7 UNACCEPTABLE ACCEPTABLE OFFICER SAFETY Demonstrates a lack of recognition of potentially dangerous situations/calls by not assigning appropriate backup response units or checking with the assigned units after they remain out of service for extended periods of time. Fails to record locations and license numbers for field units while on traffic/field interview, citation stops. Demonstrates great difficulty in tracking and recording locations of field units. Transmits incomplete descriptions and/or fails to advise responding units when weapons are involved in an incident or dispatched location represented previous threat/harm to law enforcement officer’s. Recognizes most potentially dangerous situations/calls and assigns backup response units to assist. Generally provides license plate and/or suspect information (computer check, etc.) without prompting from field unit(s). Usually provides information in an orderly, clear and calm fashion with little emotional voice inflection. Projects complete self-confidence and total concern by dispatching field units in a calm, clear voice, without hesitation or repetition. Consistently gives complete and accurate information to the responding units. Always recognizes potentially hazardous calls by assigning one or more backup units. Consistently checks with field units who are on traffic/suspicious person(s) stops or other out-ofservice activities. Always records license number and location of field units when on traffic stops. Never becomes emotional when dispatching calls for service or when responding to emergency request for assistance. PROBLEM SOLVING/DECISION MAKING Acts without thought or good reason. Is indecisive and unable to reason through a problem and reach a logical end to the situation. Cannot recall previous solutions in “like situations” and apply them in present situations. Fails to display knowledge of call prioritization procedures. Fails to change priority as needed on a regular basis. Fails to display knowledge of local geography. Does not recognize major landmarks and intersections. Able to reason through a problem and reach an acceptable conclusion in routine situations. Make reasonable decisions with available information. Perceives situation as they really are and responds appropriately. Familiar with call prioritization procedures. Changes priorities as needed on a 5 R# 1 3 5 R# 1 3 regular basis. Displays knowledge of local geography. Recognizes major landmarks and intersections. Capable of reasoning through the most complex situations. Has excellent perception by anticipating problems and preparing responses. Always relates past solutions to present situations. Is able to make the proper decisions without the need for additional assistance. Has an excellent SUPERIOR working knowledge of call prioritization procedures. Expediently and correctly changes priority as needed. Has excellent knowledge of local geography. Familiar with most landmarks and their districts, intersections, and district boundaries. Also familiar with those streets and landmarks that are lesser known including residential areas. Is able to use their knowledge under actual conditions. Seeks to further gain knowledge of the city to improve job performance. CATEGORY ABILITY TO FOLLOW DIRECTIONS #8 Demonstrates inattention to instructions given. Does not UNACCEPTABLE understand after repetitive instruction. Does not follow through after given instructions. Can only complete one instruction at a time, forgetting others. Demonstrates attentiveness to instructions given. ACCEPTABLE Comprehends and carries out instructions. Attempts to complete several units of instruction at a time. Pays special attention to all instructions given. Understands SUPERIOR what has been said and if not, questions the instruction given. Routinely demonstrates adherence/compliance to instruction. CATEGORY INITIATIVE, MOTIVATION AND PRODUCTIVITY #9 Does not recognize or avoids work-related activity. Fails to follow-up situations or assist others in the accomplishment of work-related activities. Fails to complete assigned workload activity. Requires assistance of others to complete workload. UNACCEPTABLE Is not ready to sit down and begin work immediately. Is not capable of performing more than one function at a time. Fails to complete any one function when attempting more than one function at the same time. Recognizes and identifies work-related activities. Readily assist others in the accomplishment of work-related activities. Displays inquisitiveness and willingness to learn how to perform additional aspects of the job. Comes to ACCEPTABLE workstation prepared, has all working materials readily available. Successfully completes at least two functions at the same time, completing each function accurately and correctly (talking to a caller, entering information on CAD). 5 R# 1 3 5 R# 1 3 Self-initiates work-related activities without prompting from others including assisting co-workers to complete assignments. Has an excellent understanding of tasks that can be accomplished on a time-available basis. Actively seeks the opportunity to learn new job/task skills. Reviews operational and policy manuals in an effort to enhance or SUPERIOR maintain understanding of records/communications procedures. Checks work station for supplies upon entering the room, is prepared and ready to begin wherever needed. Successfully completes more than two functions at the same time, completing each function accurately and completely (talking to a caller, entering information on CAD, monitoring radio traffic). CATEGORY LISTENING/COMPREHENSON #10 Fails to accurately listen and/or comprehend instruction. Fails to accurately perform instruction by demonstration. UNACCEPTABLE Fails to display knowledge of training objectives by not hearing what is being said, i.e. phones, radio, person(s). Accurately listens, comprehends and applies instruction. Accurately performs instruction by demonstration. Displays ACCEPTABLE knowledge of training objectives by being ready to hear what is being said, i.e. phone, radio, person(s). Always accurately listens, comprehends and applies instruction. Always accurately performs instruction by SUPERIOR demonstration. Always displays knowledge of training objectives by being ready to hear what is being said, i.e. phone, radio, person(s). CATEGORY RADIO USAGE/RELATED EQUIPMENT #11 Violates policy concerning use of radio equipment. Does not follow procedures or follows wrong procedure. Does not UNACCEPTABLE understand or use proper codes/ language. Has no regard for the care of equipment. Fails to report obvious problems with equipment. Follows policy and accepted procedures. Has good working knowledge of most often used sections of the ACCEPTABLE code/language. If unable to recall code language from memory is able to quickly use resources to complete the task appropriately. Cleans equipment and workstation as needed. Reports all equipment problems or malfunctions immediately. 5 R# 1 3 5 R# 1 Always follows proper procedures and adheres to policy. Uses communications codes/languages and applies SUPERIOR knowledge with ease when using the radio. Cleans equipment and workstation everyday. Reports equipment problems or malfunctions immediately. Seeks further knowledge and understanding of equipment functions so SUPERIOR that a possible problem can be detected early. CATEGORY TELEPHONE AND RELATED 911 EQUIPMENT #12 Fails to display knowledge of equipment purpose or use. Makes frequent mistakes in the use of telephone. Fails to UNACCEPTABLE display knowledge of 911 equipment. Familiar with the purpose and use of the telephone and correctly applies this knowledge to the processing of calls for ACCEPTABLE service. Familiar with purpose and function of 911 and applies that knowledge under actual condition. Has an excellent working knowledge of the telephone. Seeks new knowledge and understanding and diagnoses SUPERIOR problems with the system. Has an excellent working knowledge of 911 equipment and applies knowledge and understanding and correctly diagnoses problems with the system. CATEGORY COMPUTER EQUIPMENT/SOFTWARE OPERATION #13 Unable to properly perform error-free, basic computer functions (e.g. 27,28’s, simple administrative messages, etc.). Has difficulty with basic motor response/manipulative skills such as accurate typing and error-free data entry formats. Is not familiar with various computer systems access and inquiry formats. Fails to display knowledge of CAD codes or their function. Fails to display knowledge of TLETS or it’s purpose or violates the same. Cannot properly UNACCEPTABLE perform basic computer functions. Is not familiar with various computer system access and inquiry formats. Fails to enter calls in a timely manner or fails to keep up with call load. Text contains an excessive number of misspelled words. Sentences are grammatically incorrect. Uses abbreviations that are not standardized. Text contains information not pertinent to the call. Demonstrates lack of knowledge of basic computer software functions including improper uses of function keys, inability to retrieve essential information, utilize common abbreviations and execute data entry on “screen templates.” Demonstrates inability to consistently recall procedures for the query/recall data. Able to recall and utilize basic computer functions without committing typing and data-entry errors. Can access various 3 3 5 R# 1 computer systems to obtain necessary reports in an acceptable amount of time. Displays knowledge of CAD codes and their functions and applies that knowledge under actual condition. Displays knowledge of the keyboard and function keys and applies that knowledge under actual conditions. Familiar with purpose and function of TLETS and applies that knowledge under actual conditions. Familiar with TCIC/NCIC rules and regulations. Can access various formats in a timely manner and with little difficulty. Enters calls in a timely manner and keeps up with the call load. ACCEPTABLE Enters calls as they are received. Grammar is at an acceptable level for ease of reading and understanding. Misspelled words are rare. Text is concise and to the point. Contains only standardized abbreviations. Has knowledge or is capable of software routines necessary to execute basic computer functions. Can recall previously instructed material without prompting from CTO and/or Supervisor. Has an outstanding knowledge of computer formats, including the recall of seldom used codes/formats without assistance or direction. Always inputs data or inquires in an effective and efficient error-free manner. Can quickly access Local/State/NCIC Systems. Has an excellent working knowledge of all CAD codes and their functions, including those that are lesser known and seldom used. Has an excellent working knowledge of the keyboard and function SUPERIOR keys, including those that are lesser known and seldom used. Has an outstanding knowledge of computer formats, including the recall of seldom-used codes/formats without assistance or direction. Always inputs data or inquiries in an effective and efficient manner. Can quickly access Local/State/NCIC Systems. Enters calls in an exceptionally fast and accurate manner and keeps up with call load even during times of extremely heavy phone and radio traffic. Text contains no spelling or grammatical errors. Only standardized abbreviations are used. Text is brief and concise, containing only pertinent information to the call. Consistently displays and demonstrates knowledge of software necessary to input and retrieve information without assistance or guidance. Demonstrates ability to execute advanced routines and procedures. CATEGORY POLICIES/PROCEDURES/RULES OF CONDUCT #14 Demonstrates inability to know or find departmental policy/procedure, written directives or rules of conduct UNACCEPTABLE pertinent to a situation and apply it. Fails to display ACCEPTABLE knowledge of Police General Orders or violates the same. Fails to display knowledge under actual conditions. 3 ACCEPTABLE ACCEPTABLE 5 R# 1 3 5 R# 1 SUPERIOR CATEGORY #15 Knows or is capable of locating the departmental policy/procedures, written directives or rules of conduct pertinent to the situation and applies it appropriately. Familiar with most commonly applied general orders and complies with the same. Familiar with Fire Department policies and easily applies that knowledge under actual conditions. Consistently displays and demonstrates knowledge of policy/procedure, written directives or rules of conduct of the department and properly applies them to all situations. Has excellent working knowledge of Police General Orders, including those that are lesser known and seldom used. Has an excellent working knowledge of the Fire Department policies, including areas/subjects that are lesser known and seldom used. EQUIPMENT/MANUALS/RELATED EQUIPMENT Unable to locate manuals or related material to perspective equipment. Unable to comprehend written instruction from UNACCEPTABLE manuals and follow the same. Is unable to find appropriate information located in manuals and apply information to the task. Through testing of knowledge is unable to locate information. After reading manuals is unable to apply knowledge. Able to associate related manuals with equipment. Familiar with written instruction and able to apply the same. Through ACCEPTABLE testing of knowledge is able to locate information in a timely manner. Adheres to policy related to equipment/manuals. Has an excellent working knowledge of equipment/manuals. Seeks new knowledge and understanding. Has an excellent SUPERIOR working knowledge of each manual/equipment, applies knowledge and understanding and assists others in locating specific information from manuals/equipment. CATEGORY RESOURCE/REFERENCE MANUALS #16 Unable to locate manuals or resource material necessary to complete a given task or answer a question. Compromises expeditious accomplishment of tasks due to lack of UNACCEPTABLE familiarity with manuals or resource materials. Fails to display knowledge of resource materials. Unable to find ACCEPTABLE 3 ACCEPTABLE 5 R# SUPERIOR CATEGORY #17 information using resources. Fails to display knowledge of the street index or its purpose. Fails to utilize resource information when dispatching. Able to locate the proper manuals and/or reference materials necessary for the expeditious completion of a given task or response to a question. Has general knowledge of all resource materials available and makes use of those materials as needed. Displays an understanding of information provided in the street index and generally uses available resources when dispatching. Consistently able to locate proper manuals or reference materials to complete/respond to a task/question in a totally expeditious and accurate manner thereby expediting the proper response. Has an excellent working knowledge of all resource materials available. Seeks new material and/or asks supervisors how resource materials can be improved or updated. Has excellent working knowledge of the street index and the information provided in it. Always uses resource information available when dispatching and provides responding units with all necessary information needed to expedite the call. ACCEPTANCE OF FEEDBACK Is unable to rationalize mistakes, denies that errors were made, is argumentative and refuses or does not attempt to make corrections. Considers criticism as personal attack. 1 Continually accepts no responsibility for actions, blames UNACCEPTABLE others. When critiqued becomes defensive, making excuses for self. Cannot let go of past critiqued events, is unable to or finds it difficult to continue the learning process. Accepts criticism in a positive manner and applies it to 3 improve performance and further learning. Is ready to ACCEPTABLE continue the learning process with a positive attitude. Does not argue or blame others for errors. Consistently learn/applies criticism from supervisors and trainers to improve performance. Actively solicits feedback in 5 order to further learning and improve performance. Accepts SUPERIOR responsibility for errors and actions without rationalizing or blaming others. Takes criticism from CTO constructively and does not become offended. Seeks input from CTO on areas that require improvement. R# CATEGORY ATTITUDE AND RELATIONS #18 Performs the minimum account of work necessary to get by. Demonstrates little dedication to job principles, sees 1 3 5 R# 1 3 5 R# 1 UNACCEPTABLE ACCEPTABLE SUPERIOR CATEGORY #19 responsibilities as “only a job.” Uses job to boost ego, abuses authority. Continually disregards policy/procedure regarding reporting to work on time or leaving before tour of duty. Abuses lunch or break periods. Demonstrates lack of interest in the job and little personal motivation. Uses criticism and guidance from supervisors and trainers. Applies this information to improve performance. Has no problem voicing concerns, problems, or conflicts to/with CTO. Has a professional attitude regarding criticism/conflicts with CTO Consistently learn/applies criticism from supervisors and trainers to improve performance. Actively solicits feedback in order to further learning and improve performance. Accepts responsibility for errors and actions without rationalizing or blaming others. Takes criticism from CTO constructively and does not become offended. Seeks input from CTO on areas that require improvement. ATTITUDE TOWARD WORK RESPNSIBILITIES Performs the minimum account of work necessary to get by. Demonstrates little dedication to job principles, sees responsibilities as “only a job.” Uses job to boost ego, abuses authority. Continually disregards policy/procedure UNACCEPTABLE regarding reporting to work on time or leaving before tour of duty. Abuses lunch or break periods. Demonstrates lack of interest in the job and little personal motivation. Shows interest in the job and accepts responsibility to accomplish departmental tasks. Arrives to work on time and ACCEPTABLE leaves at the end of shift. Is punctual and does not abuse breaks or lunch periods. Displays active interest in better serving the public and “mastering” the job requirements by actively soliciting SUPERIOR assistance from others. Accepts/assumes responsibility for job tasks not normally expected of a Telecommunication Operator. CATEGORY RELATIONSHIP WITH PUBLIC/DEPARMENTMEMEBERS #20 Demonstrates inability to politely communicate with the public on a one-on-one basis. Does not initiate problem resolution or control. Does not control situations that become “heated.” Inappropriately injects personal comments. Demonstrates inability/unwillingness to interact UNACCEPTABLE with co-workers on a one-on-one basis. Is not courteous or 3 5 R# 1 3 5 ACCEPTABLE polite and tends to create dissension. Abrupt, belligerent, overbearing, arrogant, or uncommunicative. Overlooks or avoids the “service” aspects of the job. Patronizes CTO/Supervisors/peers or is antagonistic toward them. Gossips and belittles others. Considers him/herself superior. Is insubordinate, argumentative, or sarcastic. Is not a “team” player. Able to interact one-on-one with the public, is courteous and polite and controls situations that arise in a prescribed manner (in full accordance with the policy/procedure, Rules of Conduct). Able to interact one-on-one with co-workers. Is courteous and polite and controls attitude. Does not cause dissension in the work place. Courteous, friendly, and sympathetic. Communicates in a professional unbiased manner. Is service oriented and adheres to the chain of command and accepts his/her role in the organization. Good peer and CTO relationships and participates as a team member. Always displays an ability to interact one-on-one with the public. Goes out of his/her way to be courteous and polite. Takes control of all situations in a prescribed and courteous manner. Consistently interacts with co-workers in a friendly, supportive/assisting manner. Resolves complaints with the SUPERIOR appropriate people and through the proper channels. Avoids dissension among co-workers. Is very much at ease with citizen/agency contacts. Quickly establishes rapport and leaves people with the feeling that the call taker was interested in serving them. Is objective with all contacts. Is at ease in contact with all, including supervisors. Understands supervisor’s responsibilities, respects and supports their position. Peer-group leader and actively assists others. CATEGORY APPEARANCE #21 Prescribed clothing fits poorly or is improperly worn or UNACCEPTABLE maintained. Clothing not worn and hair not groomed and/or in violation of department regulations. Offensive body/breath odor. Clothing is neat, clean and is worn properly. Hair and ACCEPTABLE clothing within department regulations. Clothing is neat, clean and tailored. Good hygiene habits. SUPERIOR Takes pride in appearance.
