Best Practices Version 17.0

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Chapter 3

3.11 Documented Operating Procedures, Human Resource Policies, and Training Manuals

Practice Statement:

The one call center has documented operating procedures, human resource policies, and training manuals.

Practice Description:

The one call center has documented operating procedures, human resource policies, and training manuals. Training manuals, practices, procedures, and policies are on the premises in a designated area or place, are dated, and are available for reference.

References:

  • One Call Systems International Voluntary Recognition Program

  • Existing operating practices from various states’ one call centers

  • NTSB Safety Study (NTSB/SS-97/01; PB97-917003)

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