Model Recommendations for 
Telecommunicator Emergency 
Response Taskforce (TERT) 
Deployment 

Prepared by: 
National Joint TERT Initiative (NJTI)

June 4, 2008 

National Joint TERT Initiative Model Recommendations for TERT Deployment June 4, 2008 
NATIONAL JOINT TERT INITIATIVE 
MODEL RECOMMENDATIONS FOR TERT DEPLOYMENT

NOTICE

This document is published by the National Joint TERT Initiative (NJTI) as an information source for the voluntary use of communication centers and is provided as an example only. It is not intended to be a complete operational directive. 
NJTI reserves the right to revise this for any reason including, but not limited to: conformity with criteria or standards promulgated by various regulatory agencies, utilization of advances in the state of operational techniques or services described herein. 
It is possible that certain federal, state, local or tribal regulations may restrict or require modification of the recommendations contained in this document.  Therefore, this document should not be the only source of information used.  PSAP managers are advised to contact their legal counsel to ensure compatibility with local requirements. 
By using this document, the user agrees that NJTI will have no liability for any consequential, incidental, special, or punitive damages arising from use of the document. 
The NJTI has developed this document. Recommendations for change to this document may be submitted to the NJTI Co-Chairs: 
NJTIChairs@NJTI-TERT.org 
 2007 Page 2 of 39 
National Joint TERT Initiative Model Recommendations for TERT Deployment June 4, 2008 
Acknowledgments: 
This document has been developed by the NENA Contingency Planning Committee and the NJTI. 
The following individuals are recognized for their contributions in development of this document: 
Members:  Company/Agency  
Brent Lee  NJTI Co-Chair APCO  
Doug Edmonds  NJTI Co-Chair NENA  
Dick Mirgon  NJTI APCO Board Liaison  
Ron Bonneau  NJTI NENA Board Liaison  
Alan Wells  St. Francois County, MO  
April Heinze  Eaton County Central Dispatch, MI  
Bonnie Maney  NJTI, FL  
Brett Bonin  BellSouth, LA  
Gil Bailey  Harrison County, MS  
Gordon Vanauken  L.R. Kimball and Assoc.  
Janelle Guillory  Calcasieu Parish 9-1-1, LA  
John Haynes  NJTI, PA  
John Stuermer  Hamilton County, TN  
Kurt Hardin  NJTI, WA  
Melody BonAmi  Manatee County, FL  
Monica Million  City of Grand Junction Police Dept., CO  
Natalie Duran  NJTI, FL  
R.D. Porter  NJTI, MO  
Sherry Decker  NJTI, TX  
Steve Makky, Sr  St. Charles, MO  
Steve Newton  NJTI, NC  
Tim Hennessy  NJTI, CA  
Woody Glover  Saint Tammany Parish, LA  
Craig Whittington  NJTI, NC  

 2007 Page 3 of 39 
National Joint TERT Initiative Model Recommendations for TERT Deployment June 4, 2008 
TABLE OF CONTENTS 

1 EXECUTIVE OVERVIEW ................................................................................................................................6

2 INTRODUCTION...............................................................................................................................................7

2.1 PURPOSE AND SCOPE OF DOCUMENT............................................................................................................7

2.2 REASON TO IMPLEMENT..................................................................................................................................7

2.3 DOCUMENT REVIEW........................................................................................................................................7

2.4 ACRONYMS/ABBREVIATIONS...........................................................................................................................7

3 TERT COMPONENTS .....................................................................................................................................9

3.1 TERT CALLTAKER ..........................................................................................................................................9

3.2 TERT RADIO DISPATCHER.............................................................................................................................9

3.3 TERT TELECOMMUNICATOR ..........................................................................................................................9

3.4 TERT SUPERVISOR ........................................................................................................................................9

3.5 TERT TEAM LEADER ......................................................................................................................................9

3.6 TERT STATE COORDINATOR .........................................................................................................................9

3.7 TERT LIAISON ................................................................................................................................................9

4 REQUESTING PSAP .....................................................................................................................................10

4.1 REQUESTING PSAP ROLE............................................................................................................................10

4.2 ACTIVATION STEPS .......................................................................................................................................10

4.3 TERT REQUEST INFORMATION ....................................................................................................................10

4.4 TERT PACKAGE............................................................................................................................................10

4.5 TERT REQUESTING PSAP DEPLOYMENT REVIEW .....................................................................................10

5 DEPLOYING TERT RESPONSIBILITIES...................................................................................................11

5.1 TERT DEPLOYMENT PROCESS ....................................................................................................................11

5.2 TERT MEMBER SUPPLY LIST.......................................................................................................................11

5.3 TRACKING TERT MEMBER TIME ..................................................................................................................11

5.4 TERT RESPONDING TEAM DEPLOYMENT REVIEW ......................................................................................11

5.5 TERT MEMBER DEPLOYMENT REVIEW........................................................................................................11

6 MEMBERSHIP, CONFIGURATION AND DEPLOYMENT OF TERTS..................................................12

6.1 TYPING AND DEFAULT CONFIGURATION OF TERTS ....................................................................................13

6.2 CRITERIA FOR TERT MEMBERS...................................................................................................................13

6.3 TERT CALLTAKER ........................................................................................................................................14

6.4 TERT RADIO DISPATCHER...........................................................................................................................14

6.5 TERT TELECOMMUNICATOR ........................................................................................................................14

6.6 TERT SUPERVISOR ......................................................................................................................................15

6.7 TERT TEAM LEADER ....................................................................................................................................15

7 REQUESTING PSAP ROLE .........................................................................................................................16

7.1 THE REQUESTING PSAP ROLE IS:...............................................................................................................16

7.2 ACTIVATION STEPS (INTRASTATE: WITHIN ONE STATE)..............................................................................16

7.3 ACTIVATION STEPS (INTERSTATE: STATE-TO-STATE) ................................................................................17

8 TERT DEPLOYMENT RESPONSIBILITIES ..............................................................................................19

8.1 TERT STATE COORDINATOR RESPONSIBILITIES: ........................................................................................19

8.2 TEAM LEADER RESPONSIBILITIES: ................................................................................................................19

REFERENCES..........................................................................................................................................................20

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National Joint TERT Initiative Model Recommendations for TERT Deployment June 4, 2008 
ATTACHMENT A: PSAP SURVEY.......................................................................................................................21
ATTACHMENT B: TERT REQUEST INFORMATION .......................................................................................22
ATTACHMENT C: TERT PACKAGE....................................................................................................................25
ATTACHMENT D: TERT REQUESTING AGENCY DEPLOYMENT REVIEW..............................................26
ATTACHMENT E: SAMPLE CHECKLISTS ........................................................................................................27

TERT REQUEST CHECKLIST INTERSTATE (SAMPLE) .................................................................................................27
TERT REQUEST CHECKLIST INTRASTATE (SAMPLE) .................................................................................................27
TERT ARRIVAL CHECKLIST (SAMPLE)........................................................................................................................27
TERT END OF SHIFT CHECKLIST (SAMPLE)...............................................................................................................27
TERT DEACTIVATION CHECKLIST (SAMPLE)..............................................................................................................28

ATTACHMENT F: TERT MEMBER SUPPLY LIST .........................................................................................29
ATTACHMENT G: TERT RESPONDING TEAM LEADER DEPLOYMENT REVIEW .................................31
ATTACHMENT H: TERT MEMBER DEPLOYMENT REVIEW ........................................................................32
ATTACHMENT I: MEDICAL CONSIDERATIONS ............................................................................................33

A. VACCINATIONS AND IMMUNIZATIONS .....................................................................................................................33

B. MEDICAL CONDITIONS ...........................................................................................................................................33

ATTACHMENT J: TERT STATE COORDINATOR LETTER ...........................................................................35
ATTACHMENT K: TERT REQUEST APPROVAL PROCESS ........................................................................38

A. INTERSTATE (STATE-TO-STATE) ............................................................................................................................38

B. INTRASTATE (WITHIN THE SAME STATE)................................................................................................................39

 2007 Page 5 of 39 
1 Executive Overview 
In the aftermath of Hurricanes Katrina and Rita several agencies that desired to send telecommunicators to the stricken area on mutual aid assignments along with APCO and NENA recognized that there was no national system in place to provide operational support to communications centers and their personnel, in the event of a manmade or natural disaster. The Telecommunicator Emergency Response Taskforce (TERT) has been developed to address this need. 
This document is provided to assist Public Safety Answering Points (PSAPs) and governing 9-1-1 authorities with the information required for developing, training, equipping and deploying a standardized TERT team. TERT is the concept of communications-specific mutual aid between PSAPs to provide trained PSAP personnel during emergency situations. Unlike most contingency plans prepared by individual PSAPs to address specific threats to their own PSAPs, TERT involves providing qualified communications personnel to work in another PSAP and requires coordination among PSAPs, mutual aid consortiums and Emergency Management Agencies (EMA) from different municipalities, states and regions. When possible, the TERT members skill sets will match those of the requesting agency. This coordination must take into account that while each agency is unique in its resources and operations, the basic duties and responsibilities remain the same. 
The unique nature of communications centers/PSAPs requires that daily operations continue regardless of circumstance. It is therefore imperative that PSAPs plan for emergency circumstances that adversely affect their ability to adequately staff their center. 
For this program to be successful it must be recognized and supported by federal, state, local and tribal EMA. 
This document includes information for: 
 
Incident Type Classifications 

 
Criteria for members 

 
Requesting Agency Role 


 Activation steps 

 
Request Information Form 


 TERT package 

 
Requesting Agency Deployment Review 


 Deployment Process 

 
Member supply list 

 
Response Personnel Time Form 

 
Responding Team Deployment Review 

 
Member Deployment Review 



2 Introduction 
2.1 Purpose and Scope of Document 
The purpose of the NJTI Model Recommendations for TERT Deployment (MRTD) is to provide guidance and helpful information regarding the development, maintenance and deployment of a TERT. 

2.2 Reason to Implement 
PSAPs, specifically their personnel, are critical for the safety and security of the public. Many manmade or natural occurrences have the potential of aversely affecting a PSAP from maintaining adequate staffing and consequently might place the public and first responders in danger. It is therefore incumbent on PSAP administrators to prepare for such occurrences. 

2.3 Document Review 
NJTI reserves the right to modify this document. This is an evolving document which will be periodically reviewed by the NJTI. Whenever it is modified, the reason(s) will be provided in this paragraph. 

2.4 Acronyms/Abbreviations   
Some acronyms/abbreviations used in this document have not yet been included in the master glossary. After initial approval of this document, they will be included. Link to the NENA master glossary is: http://www.nena.org/9-1-1TechStandards/nena_recommended_standards.htm. 
The following Acronyms are used in this document:  
AHJ  Authority Having Jurisdiction  
CISM  Critical Incident Stress Management  
EMA  Emergency Management Agency  
EMAC  Emergency Management Assistance Compact  
EMD  Emergency Medical Dispatch  
ICS  Incident Command System  
NIC  National Integration Center  
NIMS  National Incident Management System  
NJTI  National Joint TERT Initiative  
TERT  Telecommunicator Emergency Response Taskforce  

The following new terms are included in this document:  
Telecommunicator Emergency Response Team  A group of trained telecommunications operations and support personnel able to respond to and work with another agency to receive, process, dispatch and monitor calls for assistance.  
TERT State  Official responsible for managing and coordinating a TERT  

The following new terms are included in this document:  
Coordinator  deployment at the state level.  
TERT Liaison  Requesting PSAPs liaison for deployment.  
Team Leader  Deployed teams liaison.  Responsible for management of deployed team.  
PSAP Survey  Data collected regarding type of equipment and training to best match the needs of requesting PSAP with the skills of the responding TERT.  
TERT Supervisor  A public safety telecommunications supervisor capable of functioning as a TERT Telecommunicator, as defined above, and of supervising, directing and assessing the work of other PSAP personnel.  
TERT Telecommunicator  A public safety dispatcher capable of functioning as both a TERT Calltaker and a TERT Radio Dispatcher, as described above.  
TERT Radio Dispatcher  A public safety dispatcher capable of receiving, prioritizing and distributing calls for service using a public safety radio system.  
TERT Calltaker  A public safety calltaker capable of receiving, assessing, prioritizing and classifying calls for service.  



3 TERT Components 
3.1 TERT Calltaker 
A public safety calltaker capable of receiving, assessing, prioritizing and classifying calls for service (police and/or fire and/or EMS) and operating public safety and/or PSAP communications equipment. 

3.2 TERT Radio Dispatcher 
A public safety dispatcher capable of receiving, prioritizing and distributing calls for service (police and/or fire and/or EMS) using a public safety radio system while coordinating, tracking and providing support to field units. 

3.3 TERT Telecommunicator 
A public safety dispatcher capable of functioning as both a TERT Calltaker and a TERT Radio Dispatcher, as described above. 

3.4 TERT Supervisor 
A public safety telecommunications supervisor capable of functioning as a TERT Telecommunicator, as defined above, and of supervising, directing and assessing the work of other PSAP personnel. 

3.5 TERT Team Leader 
A public safety telecommunications supervisor, as described above, who is also knowledgeable in the administrative aspects of a TERT deployment and is capable of managing human resources, work task distribution, liaison and documentation needs of the TERT. The TERT Team Leader is assigned by the TERT State Coordinator.   

3.6 TERT State Coordinator 
Individual recognized by the State Emergency Management Agency as the single point of contact responsible for managing the TERT program and coordinating TERT deployments. Some states may choose to use Regional Coordinator(s) to assist the TERT State Coordinator. 

3.7 TERT Liaison 
A liaison to the TERT from the Requesting PSAP. The TERT Liaison is the single point of contact between the Requesting PSAP and deployed team. Responsible for assuring the TERT has appropriate access and support to fulfill assigned duties. 


4 Requesting PSAP 
The Requesting PSAP must initiate activation by providing the appropriate information so the most appropriate team may be assembled. The Requesting PSAP is also responsible for assuring that responding team members are utilized in an appropriate manner. 
4.1 Requesting PSAP Role 
The Requesting PSAP is responsible for initiating the request for activation and providing guidance and direction to the responding team members.  It is strongly suggested that PSAPs complete a PSAP Survey Form prior to the need for TERT. 
See Attachment A -- PSAP Survey 

4.2 Activation Steps 
A guide that outlines the steps required to initiate a TERT response.  Activation steps may need to be customized to meet the requirements/needs of the Requesting PSAP and other organizations, such as EMAs. Specific activation steps will be individually developed on a state by state basis. 

4.3 TERT Request Information 
This form contains additional information that may assist the responding TERT State 
Coordinator and TERT Team Leader to staff and initiate a response. 
See Attachment B -- TERT REQUEST INFORMATION 

4.4 TERT Package 
The TERT package is information and resources provided by the Requesting PSAP to the responding TERT. This package should have the necessary information and supplies for the TERT to function while deployed. 
See Attachment C -- TERT PACKAGE 

4.5 TERT Requesting PSAP Deployment Review 
The TERT Requesting PSAP deployment review is a tool to be completed post-mission.  This instrument is used to assure that the response was handled in a safe, efficient manner and provide lessons learned to improve future deployment.  Completed reviews should be provided to both the requesting and responding TERT State Coordinator and the NJTI Co-Chairs. 
See Attachment D -- TERT REQUESTING AGENCY DEPLOYMENT REVIEW 



5 Deploying TERT Responsibilities 
The deploying TERT must assure that only qualified personnel respond.  Once on scene, the deployed TERT will provide appropriate supervision for its team members from its own shift supervisors and the Team Leader. TERT shift supervisors and the Team Leader are expected to work closely and cooperatively with the requesting agency's supervisors and management staff. 
5.1    TERT Deployment Process  
Outlines the responsibilities and steps required to deploy a TERT. 
See Attachment E -- SAMPLE CHECKLISTS 

5.2 TERT Member Supply List 
It is a Best Practice for the deployed TERT Team to assure their members are able to be self-sufficient for at least 72 hours when deploying to major disaster scenes but the Team must also meet the requirements of the EMAC Mission Order.  Local discretion may be used when deploying in-state depending on the nature of the response. The member supply list includes items required to assure a safe response. 
See Attachment F -- TERT MEMBER SUPPLY LIST 

5.3 Tracking TERT Member Time 
The deployed TERT will use the ICS 214 form to track daily activities. The Team 
Leader should assure that this form is completed for each operational period. 

5.4 TERT Responding Team Deployment Review 
The TERT deployment review is a tool to be completed by the responding Team Leader post-mission. This instrument is used to assure that the response was handled in a safe, efficient manner and provide lessons learned to improve future deployment.  Completed reviews should be provided to the both the requesting and the responding TERT State Coordinator and NJTI Co-Chairs. 
See Attachment G -- TERT RESPONDING TEAM LEADER DEPLOYMENT REVIEW 

5.5 TERT Member Deployment Review 
The TERT Member Deployment Review is a tool to be completed by each responding team member post-mission. This survey is used to assure that the response was handled in a safe, effective manner and provide recommendations for program improvement. Completed reviews should be provided to the responding TERT State Coordinator and NJTI Co-Chairs. 
See Attachment H -- TERT MEMBER DEPLOYMENT REVIEW 



6 Membership, Configuration and Deployment of TERTs 
The National Integration Center (NIC), formerly known as the NIMS Integration Center (NIC), has developed national Resource Typing definitions for some of the most commonly used resources during a response. Resource typing is an integral component of the National Incident Management System (NIMS). It enhances the ability of emergency responders to find needed resources during a disaster. In compliance with NIMS and in support of the Incident Command System (ICS), the Resource Typing Definitions help promote common terminology of descriptions, standards, and types of local, state and federal response assets. 
Resource typing definitions provide the information to request and receive the resources needed during an emergency or disaster. The Resource Typing Definitions will be continuously updated, revised, and expanded. 
Resources are classified by Category which refers to function and Kind, to include teams, personnel, equipment, and supplies. Information about level of capability is referred to as Type, which is a measure of minimum capabilities to perform the function. Type I implies a higher capability than Type II. The metrics shown for each resource are measurements of standards and are applicable to like resources. 
6.1 Typing and Default Configuration of TERTs 
RESOURCE: Telecommunicator Emergency Response Taskforce (TERT)  
CATEGORY:  Communications Resources  KIND:  Taskforce  
MINIMUM CAPABILITIES:  TYPE I  TYPE II  TYPE III  TYPE IV  OTHER  
Personnel  Team Leader  1  1  1  1  1  
Personnel  Supervisor  6  6  4  2  0  
Personnel  Telecommunicator  42  36  28  14  7  
Personnel  EMD Certified See Note 1  Same as Type II  25% of Telecommuni cators  See Note 2  See Note 2  See Note 2  
Taskforce  Duration of Operations  Same as Type II  Long; Greater than 1 week  Same as Type V  Same as Type V  Short; up to 1 week  
Equipment  Laptop Computer with wireless Internet connection  Same as Type II  1 Laptop  None Specified  None Specified  None Specified  
Comments  Note 1: During out-of-state Emergency Management Assistance Compact (EMAC) requests at the Type I and Type II levels, the request will automatically include a 25% contingent of EMD certified telecommunicators.  TERT State Coordinators are responsible for identifying such members. A multi-state response may be requires to fill this requirement. Note 2: EMD certification is not a requirement for TERT team membership.  However, if a requesting agency specifies that they wish to have EMD qualified TERT members respond, the TERT State Coordinator should make every effort to fulfill the request by identifying EMD qualified team members. Note 3: Requests for special certifications or qualifications, such as EMD, Incident Dispatchers, law enforcement dispatchers, fire service/EMS dispatchers, call takers, familiarity with a specific CAD system, etc., can be specified during the request process, however increasing the specific requirements may slow the deployment process and/or may not be able to be accommodated. Note 4: The default configuration calls for public safety telecommunicators.  Requests for public safety calltakers and/or public safety radio dispatchers must be specified when making the request.  

6.2 Criteria for TERT Members 
All members should meet the following qualifications and skills: 
6.2.1 Pass a criminal background check performed by the Authority Having 
Jurisdiction (AHJ)  2007 Page 13 of 39 
6.2.2 	We strongly recommend based on prior deployment experiences of first responders into hazardous situations that all team members have the following immunizations completed in advance of a deployment. Based on the type of disaster, the Center for Disease Control may recommend further immunizations for the affected area (www.bt.cdc.gov). 
6.2.2.1 Hepatitis A series 
6.2.2.2 Hepatitis B series 
6.2.2.3 Tetanus 
6.2.3 	Have a signed letter from agency director acknowledging/approving participation in TERT on file with TERT State Coordinator (Renewed by January 1 of even numbered years) 


See Attachment J -- TERT STATE COORDINATOR LETTER 
6.2.4 	Completion of NJTI Deployment Awareness Training Course  
6.2.5 	ICS 100 and 700 
6.2.6 	Possess positive interpersonal communication and leadership skills 
6.2.7 	Be flexible and energetic 
6.2.8 	Be an excellent multi-tasker and problem solver 
6.2.9 	Be assertive in a positive manner 
6.2.10 Be an outstanding team player 
6.2.11 Maintain above average annual performance reviews with no chronic work problems 
6.2.12 Possess an excellent working knowledge of the appropriate public safety emergency response operation and equipment as it relates to the member's role 
6.2.13 Possess an ability to adapt and be flexible with different policies, 
procedures, equipment and geographic areas 

6.2.14 Possess an ability to adapt to poor environmental conditions such as no beds, cold meals, no running water, etc. 
6.2.15 Possess excellent people and teamwork skills inclusive of cultural diversity 
6.2.16 Possess excellent documentation skills 


6.3 TERT Calltaker 
6.3.1 	Minimum Equivalent of Two Years Full Time Experience in this position (As determined by AHJ) 
6.3.2 	Properly certified by the AHJ that the individual has the requisite training and skills of a Call Taker 

6.4 TERT Radio Dispatcher 
6.4.1 	Minimum Equivalent of Two Years Full Time Experience in this position  (As determined by AHJ) 
6.4.2 	Properly certified by AHJ that the individual has the requisite training and skills of a Radio Dispatcher 

6.5 TERT Telecommunicator 
6.5.1 	Minimum Equivalent of Three Years Full Time Experience in this position  (As determined by AHJ) 
6.5.2 	Properly certified by the AHJ that the individual has the requisite training and skills of a Telecommunicator 

6.6 TERT Supervisor 
6.6.1 	ICS 200 
6.6.2 EMD Certification is strongly recommended for out-of-state deployment 
6.6.3 	Minimum Equivalent of Two Years Full Time Experience in this position (As determined by AHJ) 
6.6.4 	Properly certified by the AHJ that the individual has the requisite training and skills of a Supervisor 
6.6.5 	Completion of the TERT Leadership Course 

6.7 TERT Team Leader 
6.7.1 	Understand local, state, regional and national mutual aid processes and procedures 
6.7.2 	Employer has sent special recommendation to the State Coordinator that the individual be considered for appointment as Team Leader 
6.7.3 	Be able to coordinate work tasks and human resources in adverse and changing environments with minimal direction 
6.7.4 	Possess knowledge to identify, locate and obtain logistical support for the team 
6.7.5 	Strong administrative skills, i.e., scheduling, time keeping, cost tracking, etc. 
6.7.6 	Possess the ability to effectively interface with the Incident Command Structure, OEM, TERT coordinator from the deploying entity (entities) and local TERT Liaison 

6.7.7 	ICS 800. ICS 300 is also recommended. 
6.7.8 EMD Certification is strongly recommended for out-of-state deployment 
6.7.9 	Properly certified by the AHJ that the individual has the requisite training and skills of a Supervisor 

6.7.10 Completion of the NJTI TERT Leadership Course 



7 Requesting PSAP Role 
7.1 The Requesting PSAP Role is: 
7.1.1 	Verify that an emergency has been declared at the appropriate level.  
7.1.2 	Request TERT activation through appropriate EMA. (use Activation Steps) 
7.1.3 	Provide specific information outlining your PSAPs needs to the TERT State Coordinator. The TERT Request Information is the minimum information that a responding TERT State Coordinator will need in order to start the activation process. The TERT State Coordinator may ask for additional information. 
7.1.4 	Assign a TERT Liaison responsible for deployed teams. 
7.1.5 	Provide TERT packages to arriving teams. 
See Attachment C -- TERT PACKAGE 
7.1.6 	Assign and monitor tasks to the TERT personnel while they are working in your PSAP, as necessary. 
7.1.7 	Notify EMA after team has checked in. 
7.1.8 	Inform the TERT State Coordinator of the responding state of any problems regarding TERT personnel, i.e. skills not matched to needs, not performing to your expectations, etc. 
7.1.9 	Update EMA at least once per day. 
7.1.10 Inform EMA when situation is stabilized and TERT personnel are no longer needed. 
7.1.11 Ensure completion of all Deployment Review forms. 
7.1.12 Coordinate travel and lodging with the State Coordinator of the responding state. 

7.2 Activation Steps (Intrastate: Within One State) 
When a PSAP experiences an event of significant magnitude that creates the need for additional/replacement staffing in order to maintain an adequate level of service to the public and public safety responders, a TERT activation may be requested. 
If the event results in the Governor declaring a state of emergency, reimbursement for the deployment may be available from the Requesting State. 
If the event does not rise to the level of a declared emergency, the TERT deployment will be considered a mutual aid situation with no reimbursement made available.   
7.2.1 	The PSAP Manager has three (3) methods of initiating a TERT activation as indicated below. The PSAP Manager should choose the contact method that is most appropriate for the circumstances.  The PSAP Manager should contact: 
o Local EMA, OR 

o State EMA, OR 

o Other designated official(s) 


7.2.2 	The EMA or TERT State Coordinator will ensure the completion of required documentation. 
7.2.3 	The EMA will contact the Requesting PSAP and provide details on the TERT, i.e., number of personnel, estimated time of arrival if available, qualifications, etc. 
7.2.4 	The Requesting PSAP will notify the EMA after TERT resources have checked-in. The notification will include: 
o	number and type of resources 

o	 unmet needs 

o	 changes/updates 


7.2.5 	The Requesting PSAP will maintain contact with EMAs or other designated official(s), as appropriate. 
7.2.6 	The EMA Coordinator has ensured the completion of the EMAC cost estimation form prior to deployment. EMAC has standardized forms to request interstate mutual aid assistance and intrastate reimbursement.  

7.3 Activation Steps (Interstate:  State-to-State) 
When a PSAP experiences a manmade or natural disaster of such significant magnitude that the governor has declared a state of emergency and creates the need for additional/replacement staffing to maintain an adequate level of service to the public and public safety responders, a TERT activation may be requested. 
7.3.1 	The PSAP Manager has two (2) methods of initiating a TERT activation as indicated below. The PSAP Manager should choose the contact method that is appropriate for their jurisdiction.  Once an emergency is declared, the PSAP Manager should contact: 
o	Local EMA - the local Emergency Manager shall forward the request to State Emergency Management, OR 

o	State EMA 


7.3.2 	The State EMA will ensure completion of Memorandum of Agreement (MOA) and all required documentation to begin the EMAC process. 
7.3.3 	The Requesting State EMAC Coordinator will contact the appropriate out-ofstate EMAC Coordinator(s) requesting a TERT activation. 
7.3.4 	The Assisting (Deploying) State EMAC Coordinator(s) will notify the Requesting State EMAC Coordinator when a TERT deployment has been approved. 
7.3.5 	The Receiving State EMAC Coordinator will coordinate with the responding TERT State Coordinator and/or the Requesting PSAP to obtain details on the TERT deployment, i.e., number of personnel, estimated time of arrival if available, qualifications, etc. 
7.3.6 	The Requesting PSAP will notify the State EMAC Coordinator after TERT resources have checked-in. The notification will include: 
o	number and type of resources 

o	 unmet needs 

o	 changes/updates 


7.3.7 	The Requesting PSAP will maintain contact with EMAs and State EMAC Coordinators, as appropriate. 

TERT 
REQUEST & APPROVAL PROCESS 



8 TERT Deployment Responsibilities  
8.1 TERT State Coordinator responsibilities: 
8.1.1 	Ensure MOUs are completed 
8.1.2 	Ensure resource order number has been assigned by EMA 
8.1.3 	Contact TERT Liaison to confirm needs 
8.1.4 	Locate and assign available resources 
8.1.5 	Assume responsibility for assembling a deployable team 
8.1.6 	Assign TERT Team Leader 
8.1.7 Coordinate transportation 
8.1.8 	Ensure TERT Liaison receives verification of response 
8.1.9 	Receives daily updates and disseminates to appropriate agencies 
8.1.10 Coordinates communications between deployed TERT and home agencies 
8.1.11 Ensure completion of all Deployment Review forms 
8.1.12 Apply for reimbursement as appropriate 

8.2 Team Leader responsibilities: 
8.2.1 	Ensure resource order number has been assigned 
8.2.2 	Ensure responding personnel are appropriately equipped (Supply list) 
8.2.3 	Establish and maintain communication with TERT Liaison 
8.2.4 	Ensure safety of team members insofar as possible 
8.2.5 	Ensure team members are assigned an appropriate work task 
8.2.6 	Ensure logistical needs are met (food, lodging, transportation) 
8.2.7 	Ensure operational needs are met (scheduling, resource management, personnel issues, required reports) 
8.2.8 	Request appropriate CISM resources if deemed necessary 
8.2.9 	Ensure financial needs are documented (time keeping, associated costs) 
8.2.10 Provide daily update to the responding TERT State Coordinator 
8.2.11 Ensure demobilization requirements are met 
8.2.12 Ensure completion of all after action reports 


References 
EMAC Articles of Agreement Florida APCO Mutual Aid Plan Maryland TERT Operations Manual 
NENA Communications Center/PSAP Disaster and Contingency Plans Model Recommendations NENA Hazard and Vulnerability Analysis OID NENA Mutual Aid Model Recommendation North Carolina TERT South Carolina NENA TERT Information 
Texas TERT PSAP Managers Guide 
These documents are available at www.njti-tert.org 

Attachment A: PSAP Survey 
Below are the recommended minimum data sets for the PSAP Survey. 
PSAP NAME: 
Physical Address: 
Primary Contact: 
Secondary Contact: 
24X7 Number: 
CPE Manufacturer: 
CPE Model: 
CAD Manufacturer: 
CAD Model: 
Mapping Manufacturer: 
Mapping Model: 
Radio System Manufacturer: 
Radio System Description: 
Staffing: (are your staff trained as:) 

. 
Calltaker only 

. 
Calltaker Police 

. 
Calltaker Fire/EMS 

. 
Calltaker, Police and Fire/EMS 

. 
EMD Program: 



Attachment B: TERT Request Information   
1. 	
Name of Agency: ________________________________ 

2. 	
Contact Person: ________________________________ 

3. 	
Telephone #: ________________________________ 

4. 	
EMA/TERT Coordinator Notified (time/date):  

5. 	
Nature of emergency and impact on PSAP: 

.
 Work overload 

.
 PSAP evacuation 

. 
Adverse environment conditions 

.
 Localized pandemic 

.
 Other __________________________________________________________ 



6. 	
Is the emergency isolated to a single PSAP or affecting other area PSAPs: __________________________________________________________________ 

7. 	
What will be the anticipated deployment environment (PSAP, Field response)?  

8. 	
Number and type of personnel needed: 

.
 Calltaker:____________________ 

.
 Radio Dispatcher:_____________ 

.
 Telecommunicator:____________ 

.
 Special requests: 



9. 	
Anticipated length of time needed: _______________________________________ 

10. 	
Does TERT State Coordinator or appropriate official have PSAP Survey for each affected PSAP? _____________. If no, complete Survey for each PSAP. 

11. 	
Are there any roadblocks, flooded roadways, etc., that would prevent a team from reaching the PSAP? If so, what arrangements have been made to get responding personnel through? 

12. 	
Are there any checkpoints that TERT personnel will have to go through?  If so, what arrangements have been made to get responding personnel through the checkpoint? 


13. Staging area and contact information: 
14. Any special instructions?  (Lodging, food, etc.) 

Attachment C: TERT Package 
List of CAD codes/commands 
List of call types 
List of radio frequencies and departments that utilize same unit number or radio signature designations 
List of radio codes 
Local phone books 
List of commonly used telephone numbers 
List of other required access numbers 
Commonly used terms/names (utility company name, common place names) 
Local maps/ Cross-reference guides 
List of major public buildings such as schools; shelters; hospitals; public safety buildings; other government buildings; jails/prisons; etc. 
Jurisdictional boundaries (police, fire, EMS) 
List of agencies dispatched or supported 
List of key public officials and current organizational structure (chain of command) 
Facility overview 
Overview of local and state laws 
Check-in/Check-out procedures 
Method of ID credentialing/electronic entry cards 


Attachment E: Sample Checklists 
TERT Request Checklist Interstate (sample) 
. 
Request forwarded to County EMA 

. 
Ensure request forwarded to State EMA 

. 
Ensure request forwarded to EMAC 

. 
Retrieve TERT packages 

. 
Assign TERT liaison 

. 
Ensure completion of TERT request form 

. 
Ensure completion of MOUs 


TERT Request Checklist Intrastate (sample) 
. 
Request forwarded to County EMA 

. 
Ensure request forwarded to State EMA 

. 
Retrieve TERT packages 

. 
Assign TERT liaison 

. 
Ensure completion of TERT request form 

. 
Ensure completion of MOUs 


TERT Arrival Checklist (sample) 
. 
TERT Liaison initiates contact with responding TERT 

. 
TERT arrives and checks in 

. 
TERT packages provided to responders 

. 
Responders have assigned duties 

. 
Responders have current chain-of-command 

. 
Responders have comfort facilities 


TERT End of Shift Checklist (sample) 
. 
TERT Liaison checks out with responding TERT command 

. 
TERT Liaison assures responders questions/concerns are answered 

. 
TERT response form completed for operational period 


TERT Deactivation Checklist (sample) 
.	
Incident Commander officially deactivates TERT response 

.	
TERT is relieved of duties 

.	
TERT Liaison assures responders question/concerns are answered 

.	
Responding TERT completes checks-out 

.	
County/State EMA notified of deactivation 

.	
TERT response form copied and forwarded to Requesting PSAP after all                        responders arrive at home base 

.	
 Operational debriefing/CISM 



ATTACHMENT F:  TERT Member Supply List 
The following has been adapted from the NC-TERT Team Member Deployment Supply List 
Supplies should be tailored to expected environmental and scene conditions, specific member needs, and guidance from the TERT State Coordinator, TERT Team Leader and/or Incident Commander. It is a Best Practice for the deployed TERT Team to assure their members are able to be self-sufficient for at least 72 hours when deploying to major disaster scenes but the Team must also meet the requirements of the EMAC Mission Order. 
All TERT members should understand that deployment requires commitment and flexibility.  Basic comfort facilities may not be available and only those willing and physically able to work in adverse conditions should become team members.  Those requiring special diets and/or refrigerated medication or medical conditions requiring ongoing monitoring should not be selected for response. 
In a Backpack or Day Pack (to be carried with you at all times)  
Canteen - 1 quart water / Canteen cover and/or 
Nalene (or similar) wide-mouth bottle. (Good for mixing powdered drinks) Canteen cup Swiss Army Knife Leather work gloves Eye protection / Ear protection Rain gear Flashlight / Induction flashlight preferred. Extra bulb for regular flashlight (typically provided with Maglites) 
Reverse one battery to prevent accidental discharge. Camp knife Matches in waterproof case Notepad / pencil / pen ID / Drivers License / Cash / Debit or Credit Card Roll of quarters for vending machines Cell Phone & Charger 1 Meal Ready-to-Eat (MRE) & possibly trail mix and/or GORP Spare set of prescription glasses & sunglasses Skin protection (sunscreen) Insect repellant Hat / Handkerchief Lip balm / Tylenol / decongestants / basic first aid supplies Prescription medications for term of deployment plus seven days Snacks & bottled water/soda 
In a Duffel Bag, Camping Backpack or Luggage (Soft duffel bags are preferred over hard luggage) 
Sleeping bag, pillow, bedding 
Uniforms (2-5 changes of clothes) Long pants, long sleeved shirt, shorts, T-shirts (clothing appropriate to  
the season) 
Coat or jacket and gloves (as appropriate) 
Work or hiking boots that provide ankle support 
Sneakers / tennis shoes 
Trouser belt 
Underwear 
Socks 
Mess kit / Camp cup / Eating utensils 
Spare batteries for flashlight 
Utility items: rubber bands, safety pins, needle and thread, extra buttons, duct tape, electrical tape, clothes line, etc. 
Note: re-roll a few feet of tape on a pencil or similar and break off ends for a compact supply 
Towel & Washcloth 
Swimwear (weather dependent) 
Shower shoes 
Soap, shampoo, toothbrush, toothpaste, hairbrush, razor, cosmetics, hand mirror, personal hygiene items, contact lens supplies, etc 
Zip lock bags (assorted sizes) 
Garbage bags 
Dirty laundry bag 
Half roll of toilet paper--smash flat to conserve space 
Hand & body towelettes / hand sanitizer 
Radio / batteries 
Reading materials / entertainment 
Small battery powered alarm clock, pager or watch to be used as an alarm clock 

Special Considerations: 
1. 
Keep the number of packs of your equipment to a minimum.  	You should be able to carry them all at once for a short distance. 

2. 
Military duffel bags are ideal. Vacation type luggage is acceptable, but discouraged. 

3. 
Label ALL your equipment with your name and address. 

4. 
Absolutely NO Sterno, propane or compressed gas containers should be in your gear.  	Chemical heaters are acceptable. 

5. 
It is possible there will be no electrical outlets available.  Electrically powered items are discouraged. 

6. 
Consider packing each of your days worth of clothes in a separate zip lock bag for easy retrieval of that days items. 

7. 
Pack all equipment in your pack in separate zip lock bags in case your pack is exposed to the weather. 


ATTACHMENT G: TERT Responding Team Leader Deployment Review 

TERT Responding Taskforce Team Leader Review  
YES  NO  
Was Emergency Management knowledgeable and helpful?  

Did you have all information and resources to initiate TERT?  

Was the process well defined and usable?  

Did your TERT State Coordinator contact you in a timely manner?  

Were you provided all needed information and contact information?  

When the team arrived, were you briefed prior to assignment?  

Was the number and type of TERT members requested appropriate?  

Would you deploy as TERT Team Leader again? (if no please explain below)  

On a scale of 1 - 10 (with 10 being the BEST), was the TERT process effective in accomplishing its mission?  

Any suggestions for improving the program?  

Other Comments(narrative for any of the above questions.)  




Attachment H: TERT Member Deployment Review 
TERT Member Deployment Review  
YES  NO  
Did you receive all the required information such as location, directions, contact name and number and team leader's name?  

When you arrived, were you briefed?  

Did you receive a TERT Package when you arrived?  

Did it contain the necessary resources for you to begin work?  

Was the equipment what you are currently trained on?  

Do you feel that the right amount of resources were requested?  

Do you feel you were welcomed by the agency?  

Were assignments clear and appropriate?  

Do you feel that you were of help to the PSAP?  

Please provide suggestions on how to improve the program.  

Other Comments (Feel free to type a narrative for any of the above questions)  



Attachment I:  Medical Considerations 
Medical considerations are difficult issues for the TERT program, and a certain degree of common sense must be exercised by agency managers in selecting team members and by State Coordinators in making choices as who to include in deployed teams.  Some further explanation of such considerations follow: 
A. Vaccinations and Immunizations 
The NJTI strongly recommends that all vaccinations and core immunizations for deployment into disaster areas be obtained by all TERT team members. 
Additionally, the NJTI recommends that prior to any deployment, the responding state coordinator, should make every effort to contact the affected areas appropriate health authority to determine if specific additional immunizations are needed. 
If these shots are not obtained in advance, a team member's ability to respond into disaster areas (both in and out of state) will be severely compromised. 
These vaccinations and immunizations simply cannot be obtained at the last minute.  Please keep in mind that the Hepatitis B immunization alone requires three shots spread over an eight month period. 
On the other hand, NJTI wishes to leave some flexibility to the individual state programs to identify qualified and skilled individuals who for one reason or another will not be deployed into disaster areas, but who could deploy to assist another PSAP within their own state that is simply overwhelmed but poses no adverse environmental concerns. 
If a state TERT program elects to distinguish between those members fully qualified to deploy into a serious disaster environment verses those who may only respond to more pristine environments, it will be the responsibility of the State Coordinator to maintain a database of team members that clearly delineates these distinctions. 
B. Medical Conditions 
Similarly, it is expected that no TERT team member will posses any medical condition that would present a problem during deployment and compromise the member's ability to perform or to place a burden on the Team Leader or the requesting agency to spend time addressing such issues or that may require the team member to return home prematurely. 
Here again, agency managers best know their own employees and common sense must prevail. ADA considerations are considerably different in disaster situations, since the normal work environment may dramatically change.  Bonafide occupational requirements change. 
Conversely, individuals with certain medical problems or disabilities may be perfectly able to work in a mutual aid situation that does not rise to the level of a disaster environment. 
TERT State Coordinators are responsible for making appropriate team member selections for any given deployment. 

Attachment J: TERT State Coordinator Letter 
This Attachment contains a sample letter to be sent by the agency administrator who is appointing team members (including supervisors and team leaders) to the TERT State Coordinator. 
Attached to the letter is a form that lists each team member's name and check boxes as to which categories the team member falls into. It also provides a check box to indicate if the team member is EMD certified and a column to identify any other skills the team member might have (second language skills, CISM ability, etc) 
Please note that an employee who has been cross-trained both as a Calltaker and a Dispatcher will automatically be classified as a Telecommunicator. 

Date 
TERT State Coordinator 
I, (Name of agency director), approve the following persons as members of the (local, regional, state) TERT Program. These employees are in good standing and meet or exceed all requirements of TERT membership as published in the NJTI Model Recommendations for TERT Deployment. 
Sincerely, 
(Agency Director) 
National Joint TERT Initiative Model Recommendations for TERT Deployment June 4, 2008 
NAME  Team Leader (X)  Supervisor (X)  Radio Dispatcher (X)  Calltaker (X)  EMD Certified (X)  Other Skills (List)  









Note: Employees meeting both TERT Radio Dispatcher and TERT Calltaker are referred to as TERT Telecommunicators 
 2007 Page 37 of 39 

Attachment K: TERT Request Approval Process 
The following is intended to provide information on the process for TERT deployments both on an out-of state basis and within your own state. The narrative references the attached flow chart. 
A. Interstate (State-to-State) 
Interstate TERT deployments occur under the Emergency Management Assistance Compact (EMAC) which is an agreement signed by all states on the process to deploy state-to-state resources during an emergency or disaster.  The following steps take place for requesting and assisting agencies: 
Fundamentally, the formal request flow begins in the lower left hand corner of the attached chart and flows straight up on over to EMAC (red box) and then down the right hand side of the chart. 
1. 
The requesting (impacted) PSAP submits request for TERT to the applicable local Emergency Management Authority (EMA) office per internal state EMAC resource request SOP. 

2. 
The requesting state local EMA forwards request through channels to State EMAC Coordinator. 

a. 	
If an EMAC A-Team has been deployed to the requesting state, the State EMAC Coordinator forwards the request to the A-Team and they issue an EMAC Broadcast to member states requesting TERT assistance (assets). 

b. 
If an EMAC A-Team has not been deployed to the impacted state, the State EMAC Coordinator issues an EMAC broadcast to member states requesting TERT assets. 



3. 
EMAC resource requests are processed by the various receiving State EMAC Coordinators who, in accordance with the state EMAC SOP, disseminates the resource request to applicable agencies in their state looking to see if the resource can be filled.  Some coordination between TERT State Coordinators and State EMAs may take place to make sure that an adequate complement of responders is available (Call-Takers, Dispatcher, Telecommunicators, Supervisors, Team Leaders, EMD certified, etc) is available. 

4. 
Once a state or multiple states steps forward with an available TERT resource, they become the Assisting State(s). If more than one state steps forward to provide resources, the requesting state chooses which TERT resource to accept. 

5. 
The Assisting State(s) provides information on the TERT resource deploying to the impacted area to the Requesting State which is pushed down to the requesting PSAP.  The Requesting PSAP exchanges information directly with the Deploying TERT State Coordinator. If any resource request changes (i.e. more or less people) this must be communicated up the EMA chain for both the Requesting and Assisting States. 

6. 
If a TERT resource is needed for more than the agreed upon deployment time frame, the Requesting PSAP needs to contact the EMA EMAC Coordinator for the requesting state for approval. 


B. Intrastate (Within the Same State) 
The response flow again begins at the lower left corner of the chart, and follows the path of only the blue boxes. 
Depending on the nature of the request, it may take a formal route through the state EMA (typically a declared in-state disaster); or may take a somewhat more informal route where the request is more of a localized mutual aid request that does not involve the state EMA.