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ASTM F1560-00

(Practice)

Standard Practice for Emergency Medical Dispatch Management

Standard Practice for Emergency Medical Dispatch Management

SCOPE
1.1 This practice covers the function of the emergency medical dispatcher (EMD). This function is the prompt and accurate processing of calls for emergency medical assistance. The training and practice through the use of a written or automated medical dispatch protocol is not sufficient in itself to ensure continued medically correct functioning of the EMD. Their dispatch-specific medical training and focal role in EMS has developed to such a complexity that only through a correctly structured and appropriately managed quality assurance environment can the benefits of their practice be fully realized. The philosophies of emergency medical dispatch have established new duties to which the emergency medical dispatch agency must respond. It is important that their quality assurance/quality improvement (QA/QI) activities, including initial hiring, orientation, training and certification, continuing dispatch education, recertification, and performance evaluation be given appropriate managerial attention to help ensure the ongoing safety in the performance of the EMD. This practice establishes functional guidelines for these managerial, administrative and supervisory functions.
1.2 The scope of this practice includes:
1.2.1 The entry level selection criteria for hiring emergency medical dispatchers;
1.2.2 The orientation of new emergency medical dispatchers;
1.2.3 Development of QA/QI mechanisms, management strategies and organizational structures for use within a comprehensive emergency medical dispatch system;
1.2.4 Performance evaluation as a component of a comprehensive and ongoing quality assurance and risk management program for an emergency medical dispatch system;
1.2.5 Development and provision of continuing dispatch education activities for the emergency medical dispatcher;
1.2.6 Requirements for initial certification and recertification of the emergency medical dispatcher;
1.2.7 Provision for comparative analysis between different EMD program approaches available to the EMS community that conform to established EMD practice standards prior to implementation of an emergency medical dispatch program; and
1.2.8 Guidelines for implementation of an emergency medical dispatch program.
1.3 This standard does not purport to address all of the safety concerns, if any, associated with its use. It is the responsibility of the user of this standard to establish appropriate safety and health practices and determine the applicability of regulatory limitations prior to use.

General Information

Status
Historical
Publication Date
09-Oct-2000
ICS
11.160 - First aid
Technical Committee
F30 - Emergency Medical Services
Drafting Committee
F30.04 - Communications
Current Stage
Ref Project

Relations

Replaced By
ASTM F1560-00(2006) - Standard Practice for Emergency Medical Dispatch Management
Effective Date
01-Mar-2006
Referred By
ASTM F1220-95(2022) - Standard Guide for Emergency Medical Services System (EMSS) Telecommunications
Effective Date
10-Oct-2000
Referred By
ASTM F1258-95(2022) - Standard Practice for Emergency Medical Dispatch
Effective Date
10-Oct-2000

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ASTM F1560-00 - Standard Practice for Emergency Medical Dispatch Management
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NOTICE: This standard has either been superseded and replaced by a new version or withdrawn.
Contact ASTM International (www.astm.org) for the latest information
Designation:F1560–00
Standard Practice for
Emergency Medical Dispatch Management
This standard is issued under the fixed designation F 1560; the number immediately following the designation indicates the year of
original adoption or, in the case of revision, the year of last revision. A number in parentheses indicates the year of last reapproval. A
superscript epsilon (e) indicates an editorial change since the last revision or reapproval.
INTRODUCTION
The emergency medical dispatcher (EMD) is the principal link between the public caller requesting
emergencymedicalassistanceandtheemergencymedicalservice(EMS)resourcedeliverysystem.As
such, the EMD plays a fundamental role in the ability of the EMS system to respond to a perceived
medical emergency.With proper training, program administration, supervision, and medical direction,
the EMD can accurately query the caller, select an appropriate method of response, provide pertinent
information to responders and give appropriate aid and direction for patients through the caller.
Through careful application and reference to a written, medically approved, emergency medical
dispatch protocol, sound decisions concerning EMS responses can be made in a safe, reproducible,
and non-arbitrary manner. These benefits are realized by EMS systems when appropriate implemen-
tation, sound medical management and quality assurance/quality improvement (QA/QI) at dispatch
areprovidedwithintheEMD/EMSsystem.Thispracticeassistsinestablishingthesemanagementand
administrative standards.
1. Scope 1.2 The scope of this practice includes:
1.2.1 The entry level selection criteria for hiring emergency
1.1 This practice covers the function of the emergency
medical dispatchers;
medical dispatcher (EMD). This function is the prompt and
1.2.2 The orientation of new emergency medical dispatch-
accurate processing of calls for emergency medical assistance.
ers;
The training and practice through the use of a written or
1.2.3 Development of QA/QI mechanisms, management
automatedmedicaldispatchprotocolisnotsufficientinitselfto
strategies and organizational structures for use within a com-
ensure continued medically correct functioning of the EMD.
prehensive emergency medical dispatch system;
Their dispatch-specific medical training and focal role in EMS
1.2.4 Performance evaluation as a component of a compre-
has developed to such a complexity that only through a
hensive and ongoing quality assurance and risk management
correctly structured and appropriately managed quality assur-
program for an emergency medical dispatch system;
ance environment can the benefits of their practice be fully
1.2.5 Development and provision of continuing dispatch
realized.Thephilosophiesofemergencymedicaldispatchhave
education activities for the emergency medical dispatcher;
established new duties to which the emergency medical dis-
1.2.6 Requirements for initial certification and recertifica-
patch agency must respond. It is important that their quality
tion of the emergency medical dispatcher;
assurance/quality improvement (QA/QI) activities, including
1.2.7 Provision for comparative analysis between different
initial hiring, orientation, training and certification, continuing
EMD program approaches available to the EMS community
dispatch education, recertification, and performance evaluation
that conform to established EMD practice standards prior to
be given appropriate managerial attention to help ensure the
implementation of an emergency medical dispatch program;
ongoing safety in the performance of the EMD. This practice
and
establishes functional guidelines for these managerial, admin-
1.2.8 Guidelines for implementation of an emergency medi-
istrative and supervisory functions.
cal dispatch program.
1.3 This standard does not purport to address all of the
This practice is under the jurisdiction ofASTM Committee F30 on Emergency
safety concerns, if any, associated with its use. It is the
Medical Services and is the direct responsibility of Subcommittee F30.04 on
responsibility of the user of this standard to establish appro-
Communications.
priate safety and health practices and determine the applica-
Current edition approved Oct. 10, 2000. Published January 2001. Originally
published as F 1560 - 94. Last previous edition F 1560 - 94. bility of regulatory limitations prior to use.
Copyright © ASTM International, 100 Barr Harbor Drive, PO Box C700, West Conshohocken, PA 19428-2959, United States.
F1560–00
2. Referenced Documents performance evaluation, continuing dispatch education, recer-
tification, and risk management activities. These functions
2.1 ASTM Standards:
2 must be designed and implemented to assist the medical
F 1258 Practice for Emergency Medical Dispatch
director, dispatch supervisor, and emergency medical dis-
F 1552 Practice for Training, Instructor Qualification, and
patcher in monitoring and modifying EMD performance found
Certification Eligibility of Emergency Medical Dispatch-
deficient by QA/QI to protect the public against incompetent
ers
practitioners, as well as modify organizational structure, re-
source, or protocol deficiencies that exist in the emergency
3. Terminology
medical dispatch system.
3.1 Definitions of Terms Specific to This Standard:
4.1.1 Entry Level Selection—The selection and evaluation
3.1.1 case review template—a structured performance
of new dispatchers must include clearly written objective
evaluation document containing all necessary input and output
standards to be adopted for qualifying candidates, interviewing
actionsrequiredofdispatchersthatparallelstheEMDs’on-line
applicants and pre-employment aptitude and skill testing pur-
protocols, policies, and procedures related to call-taking and
suant to the hiring of dispatchers.
processing. It contains check-off lists and compliance scoring
4.1.2 Orientation— A pre-planned process of events focus-
mechanisms that objectively rate the EMDs’ performance on a
ing on the development and acclimation of an employee who
single call.
will function within the organization’s standards, practices,
3.1.2 dispatch life support—the knowledge, procedures,
policies, and procedures.
and skills used by trained EMDs in providing care through
4.1.3 Quality Assurance/Quality Improvement—Within a
pre-arrival instructions to callers. It consists of those BLS and
ALS principles that are appropriate to application by medical physician medically directed emergency medical dispatch sys-
tem, the development and implementation of employee perfor-
dispatchers.
mance thresholds, concurrent evaluation of compliance to
3.1.3 emergency medical dispatch agency—any organiza-
tion or a combination of organizations working cooperatively, these thresholds through on-line supervision, retrospective
evaluation of non-edited logged recordings of requests for
that routinely accepts calls for emergency medical assistance
and facilitates the dispatch of prehospital emergency medical emergencyservicemeasuringcompliancewithpolicy,practice,
andproceduretovalidatethatthepracticesareappropriate,and
resources/personnel and provides medically oriented pre-
arrival instructions pursuant to such requests. to correct the employee and practice if they are found to be
deficient.
3.1.4 performance evaluation—the documented, objective,
quantitative measure of an individual emergency medical
4.1.4 Performance Evaluation—Each EMD in an emer-
dispatcher’s performance based upon compliance with depart-
gency medical dispatch agency must regularly and routinely be
mental protocols, policies and procedures.
evaluated with respect to his or her adherence to policy,
3.1.5 pre-arrival instructions—telephone-rendered, medi-
protocol, and procedure through the QA/QI process. This
cally approved written instructions provided by trained EMDs
determines conformance to these elements and measures how
through callers which help to provide aid to the victim and
this performance affects the efficiency and effectiveness of the
control of the situation prior to arrival of prehospital personnel.
emergency medical dispatch agency. The evaluation must be
3.1.6 quality assurance/quality improvement (QA/QI)—the
quantitative and qualitative.
comprehensive program of prospectively setting standards,
4.1.5 Continuing Education—Each emergency medical dis-
concurrently monitoring the performance of clinical, opera-
patch agency must provide for the development and implemen-
tional and personnel components, and retrospectively improv-
tation of a continuing dispatch education program for the
ing these components in the emergency medical dispatch
benefit of that agency’s EMD personnel. This program must
agency when compared with these standards.
provide the EMD with applicable educational topics designed
3.1.7 risk management—a sub-component of the quality
to enhance their general knowledge and skill in the philosophy
assurance/quality improvement program designed to: identify
and application of the EMD program used within the emer-
problematic situations and assist EMS medical directors, dis-
gency medical dispatch agency.
patch supervisors, and EMDs in modifying practice behaviors
4.1.6 Risk Management— A written practice and procedure
found to be deficient by quality assurance procedures; protect
shall be established for each agency that provides guidelines
the public against incompetent practitioners; and modify struc-
for physician medical directors, EMS system administrators,
tural, resource, and protocol deficiencies that may exist in the
agencysupervisors,and/orQA/QIpersonneltofollowwhenan
emergency medical dispatch system.
EMD is identified as failing to meet or follow established
protocols. These may be acts of omission or commission
4. Summary of Practice
identified through concurrent or retrospective review. This
4.1 A comprehensive plan for managing the quality of care
practice and procedure shall provide guidelines for proper
in an emergency medical dispatch system must include careful
investigative criteria relative to the medical or administrative
planning, EMD program selection, proper system implemen-
nature of the perceived infraction, and the proper progressive
tation, employee selection, training, and certification, QA/QI,
disciplinary procedure to be followed in order to provide the
EMD due process.
4.1.7 Certification, Recertification—AllEMDsworkingina
Annual Book of ASTM Standards, Vol 13.02. medical dispatch agency shall be certified as competent in the
F1560–00
use of the medically approved emergency medical dispatch medical director. Prompt, correct, and appropriate patient care
priority reference system (EMDPRS) used within the medical can be enhanced through the use of a standardized approach to
dispatch center. Initial certification and recertification stan- quality assurance, especially the component of EMD perfor-
dards shall be established by each certifying entity associated mance assessment. This practice is intended for use by agen-
withtheirEMDPRSprotocolsinaccordancewithASTM-EMD cies, organizations, and jurisdictions having the responsibility
standards that validate the individual EMD’s knowledge and for providing such services and assurances to the public
competency in their use. through the correct management of the nation’s emergency
4.1.8 Reciprocal Certification—Reciprocal certification medical dispatchers.
shall be established between certifying agencies and organiza-
6. EMD Entry Level Selection Criteria
tions having programs that meet the standards contained in this
6.1 Each emergency medical dispatch agency shall adopt a
practice.
formal written policy delineating the selection procedures for
4.1.9 Registration and Maintenance of Certification
individuals to be employed as emergency medical dispatchers.
Records—All certifying entities, agencies, or organizations
It must address the ability to:
shall maintain records for all certified individuals and shall
6.1.1 Read and write at a high school graduate or GED
provide documents and reports regarding testing and certifica-
tion status as required by using agencies, states, or governmen- level;
6.1.2 Perform those clerical skills as delineated by the
tal units.All records shall be maintained for a minimum period
of ten years from initial certification, recertification or testing employing agency;
6.1.3 Perform verbal skills in a clear and understandable
of the individual.
4.1.10 Revocation of Certification—This guide shall set manner, in the required language or languages established as
necessary to that emergency medical dispatch agency;
forthguidelinesforassessinggroundsforapossiblesuspension
or termination of certification when questionable situations 6.1.4 Perform alphanumeric transcription skills necessary to
correctly record addresses, locations, and telephone numbers;
arise in EMD conduct or performance.
and
4.1.11 Program Selection and Implementation—This is in-
6.1.5 Demonstratecompetencyinbasictelecommunications
tended to assist the EMS administrator in the selection of the
skills as required by the employing or training agency.
program that best suits the dispatch agency’s needs from a
6.2 Selection criteria should also include the following:
medical, legal, and operational perspective and provide for
6.2.1 A clear attribute of helpfulness and compassion to-
comparative analysis between different EMD program ap-
ward the sick or injured patient and the caller advocate;
proaches available to the EMS community that conform to
6.2.2 The ability to clearly guide callers in crisis through
established EMD practice standards.
application of necessary interrogation procedures and the
4.1.12 Physician Medical Director—Eachemergencymedi-
provision of telephone pre-arrival instructions;
cal dispatch agency shall have a physician medical director,
6.2.3 The ability to learn and master the skills, philosophy
who shall assist in evaluation and review of the EMD program
and knowledge required to successfully complete the training
under consideration. The physician medical director shall
approve the selected EMD program written protocol. The process;
6.2.4 The ability to efficiently and effectively organize
physician shall be responsible for all medical aspects of the
EMD program. Additional responsibilities include the medical multiple tasks and complicated situations and activities;
6.2.5 The ability to handle the levels of emotional stress
oversight of the EMD training and certification program,
continuing education requirements, recertification eligibility, present in caller/patient crisis intervention, death and dying
situations, call prioritization and triage, and multiple tasking;
QA/QI and risk management functions. These responsibilities
include recommendations rega
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5.1 The emergency medical dispatcher should be a specially trained telecommunicator with specific emergency medical knowledge. Many of these personnel still perform in this role without the benefits of dispatch specific medical training and medically sound protocols. The majority perform their duties without appropriate medical management provided through a structured quality assurance/improvement environment. Training only prepares a new EMD for correct use of the EMDPRS. It cannot ensure that the EMDPRS is used as intended. Since the EMD is clearly defined as a prehospital medical professional, it is necessary to establish sound medical management processes through a multi-component QA/QI program administered by the EMD's agency in conjunction with the physician medical director. Prompt, correct, and appropriate patient care can be enhanced through the use of a standardized approach to quality assurance, especially the component of EMD performance assessment. This practice is intended for use by agencies, organizations, and jurisdictions having the responsibility for providing such services and assurances to the public through the correct management of the nation's emergency medical dispatchers.
SCOPE
1.1 This practice covers the function of the emergency medical dispatcher (EMD). This function is the prompt and accurate processing of calls for emergency medical assistance. The training and practice through the use of a written or automated medical dispatch protocol is not sufficient in itself to ensure continued medically correct functioning of the EMD. Their dispatch-specific medical training and focal role in EMS has developed to such a complexity that only through a correctly structured and appropriately managed quality assurance environment can the benefits of their practice be fully realized. The philosophies of emergency medical dispatch have established new duties to which the emergency medical dispatch agency must respond. It is important that their quality assurance/quality improvement (QA/QI) activities, including initial hiring, orientation, training and certification, continuing dispatch education, recertification, and performance evaluation be given appropriate managerial attention to help ensure the ongoing safety in the performance of the EMD. This practice establishes functional guidelines for these managerial, administrative, and supervisory functions.  
1.2 The scope of this practice includes:  
1.2.1 The entry level selection criteria for hiring emergency medical dispatchers;  
1.2.2 The orientation of new emergency medical dispatchers;  
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1.2.5 Development and provision of continuing dispatch education activities for the emergency medical dispatcher;  
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5.4 This practice may assist in overcoming some of the misconceptions regarding emergency medical dispatching. These include the uncontrollable nature of the caller's hysteria, lack of time of the dispatcher, potential danger and liability to the EMD, lack of recognition of the benefits of dispatch prearrival instructions, and misconceptions that red lights, siren, and maximal response are always necessary.  
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1.1 This practice covers the definition of responsibilities, knowledge, practices, and organizational support required to implement, perform, and effectively manage the emergency medical dispatch function.  
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SIGNIFICANCE AND USE
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1.8 This guide does not establish certification requirements. Such requirements should be established by the certifying agency in the jurisdiction in which the AEMT instructor will function. This guide may be used to provide considerable guidance to the jurisdiction responsible for establishing certification standards.  
1.9 This standard does not purport to address all of the safety concerns, if any, associated with its use. It is the responsibility of the user of this standard to establish appropriate safety, health, and environmental practices and determine the applicability of regulatory limitations prior to use.
Note 1: Also see Practice F1031.  
1.10 This international standard was developed in accordance with internationally recognized principles on standardization established in the Decision on Principles for the Development of International Standards, Guides and Recommendations issued by the World Trade Organization Technical Barriers to Trade (TBT) Committee.

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ASTM F1285-22(Guide)
Standard Guide for Training the Emergency Medical Technician to Perform Patient Examination Techniques

SIGNIFICANCE AND USE
4.1 This guide establishes the minimum national standard for training the Emergency Medical Technician to perform patient examination techniques on patients of all ages.  
4.2 This guide shall be used by those who wish to identify the minimum training standard for the Emergency Medical Technician as it relates to the performance of patient examination techniques.  
4.3 This guide shall be used as the basis to revise Practice F1031.  
4.4 Every person who is identified as an Emergency Medical Technician shall have been trained in accordance with this guide.  
4.5 This guide does not stand alone and must be used in conjunction with the applicable documents cited in Section 2.
SCOPE
1.1 This guide covers the minimum patient examination techniques that the Emergency Medical Technician shall be trained to use when assessing ill or injured patients of all ages.  
1.2 This guide is one of a series which together describe the minimum training standard for the Emergency Medical Technician.  
1.3 This standard does not purport to address all of the safety concerns, if any, associated with its use. It is the responsibility of the user of this standard to establish appropriate safety, health, and environmental practices and determine the applicability of regulatory limitations prior to use.  
1.4 This international standard was developed in accordance with internationally recognized principles on standardization established in the Decision on Principles for the Development of International Standards, Guides and Recommendations issued by the World Trade Organization Technical Barriers to Trade (TBT) Committee.

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ASTM F1287-90(2020)(Guide)
Standard Guide for Scope of Performance of First Responders Who Provide Emergency Medical Care

SIGNIFICANCE AND USE
4.1 The purpose of this guide is to improve the quality of initial emergency medical care provided to the sick and injured. As the first trained person at an emergency medical scene, it is critical that the first responder be proficient in providing patient care and minimizing further complications until more highly trained emergency medical service personnel intervene.  
4.2 In identifying these minima, the guide acknowledges many types of first responder emergency medical care courses of study. This guide allows and encourages the addition of optional knowledge, skill, and attitudinal objectives. Programs such as those for law enforcement, firefighters, and ski patrol are examples of this diversity meeting specific local community needs.  
4.3 This guide is intended to assist those who are responsible for defining the scope of performance for first responders.  
4.4 This guide is not  intended to be used as a scope of performance for emergency ambulance personnel (see Practice F1031).
SCOPE
1.1 This guide covers minimum requirements for the scope of performance of first responders who may be responsible for the initial care of sick and injured persons of all ages in the prehospital environment.  
1.2 This guide includes objectives based on an individual's acquired knowledge, including signs and symptoms; patient assessment; basic life support/cardiopulmonary resuscitation (BLS/CPR); bleeding and shock; injuries to the skull, spine, chest, abdomen, and extremities; moving patients; medical and environmental emergencies; triage; gaining access; and hazardous situations that the first responder may encounter.  
1.3 This standard does not purport to address all of the safety concerns, if any, associated with its use. It is the responsibility of the user of this standard to establish appropriate safety, health, and environmental practices and determine the applicability of regulatory limitations prior to use.  
1.4 This international standard was developed in accordance with internationally recognized principles on standardization established in the Decision on Principles for the Development of International Standards, Guides and Recommendations issued by the World Trade Organization Technical Barriers to Trade (TBT) Committee.

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ASTM F1654-95(2020)(Guide)
Standard Guide for Training and Evaluation of Individuals Who Are Responsible for or Perform Triage in a Prehospital Environment

SIGNIFICANCE AND USE
4.1 This guide is intended for use by those responsible for the development and implementation of training programs, that include competency evaluation, for triage in the prehospital environment.  
4.2 This guide is not intended to be used by itself, but as a component of Guide F1288.  
4.3 This guide acknowledges many types of individuals with varying levels of emergency medical training. It also establishes a minimum training standard and encourages the addition of optional knowledge, skill, and attitudinal objectives.  
4.4 A vital role in the development and operational application of triage is that of medical control. This guide should be used by medical directors in the determination of operational and medical protocols for use during MCIs and coordinated with those who are responsible for training.  
4.5 At the beginning of the program, students shall be informed of the course objectives and requirements for successful completion.
SCOPE
1.1 This guide covers minimum requirements for the training and evaluation of individuals who perform triage at an emergency medical incident involving multiple casualties in a prehospital environment.  
1.2 All training will be in accordance with Guide F1653.  
1.3 Included in this guide is a standard for knowledge and skill evaluation.  
1.4 Operating within the framework of this guide may expose personnel to hazardous materials, procedures, and equipment. For additional information see Practice F1031 and Guides F1219, F1253, F1285, F1288, F1453, and F1489.  
1.5 This standard does not purport to address all of the safety concerns, if any, associated with its use. It is the responsibility of the user of this standard to establish appropriate safety, health, and environmental practices and determine the applicability of regulatory limitations prior to use. For specific precautionary statements, see the document cited in Footnote 3.  
1.6 This international standard was developed in accordance with internationally recognized principles on standardization established in the Decision on Principles for the Development of International Standards, Guides and Recommendations issued by the World Trade Organization Technical Barriers to Trade (TBT) Committee.

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ASTM F1268-90(2020)(Guide)
Standard Guide for Establishing and Operating a Public Information, Education, and Relations Program for Emergency Medical Service Systems

SIGNIFICANCE AND USE
4.1 It is essential to have the public's understanding and support for the EMS system to ensure its proper development and utilization.  
4.2 This guide encompasses those procedures, considerations, and resources that are necessary for a successful EMS public information, education, and relations program. Complex EMS systems may integrate or augment, or both, this guide in its entirety. Less complex systems may need to collaborate with other EMS organizations and related agencies. Responsibility for this guide will vary by level of authority, that is, state, regional, and local. (See Guide F1086.)  
4.3 The PIER tasks involve research, planning, production, distribution, and evaluation. Production requires significant resources and expertise and may be done most appropriately at the higher level, such as regional, state, and national levels.
SCOPE
1.1 The purpose of this guide is to provide national voluntary standards and recommendations to effectively provide emergency medical service system information and education to the public.  
1.2 This international standard was developed in accordance with internationally recognized principles on standardization established in the Decision on Principles for the Development of International Standards, Guides and Recommendations issued by the World Trade Organization Technical Barriers to Trade (TBT) Committee.

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