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Austin, TX 78744

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Classes for Telecommunicators

Current Classes

NENA Liability Issues in the 9-1-1 Center

*This class is a live, virtual training being offered online*

9-1-1 center personnel face exposure to legal liability both inside and outside the workplace. While some of this is unavoidable due to the nature of the job, training and illustration of potential pitfalls can serve to minimize potential risk. Drawn from real-world experiences, this course provides practical suggestions on limiting PSAP personnel and 9-1-1 center liability. Attendees will hear about the concepts underlying legal terms like "liability,” "damages,” and "immunity.”

Lessons learned from court cases will be used to provide examples of procedural violations that formed the basis of lawsuits against PSAPs. Finally, the concept of privacy in the dispatch center will be evaluated from a constitutional perspective and in light of the many rules governing the confidentiality of medical information.

Date/Time:
October 29, 2020, 8:00am – 5:00pm
Cost: Free


TCIC/TLETS Full Access Operator Training Course (TCOLE #4802 - 24 hours)

TCIC/TLETS Full Access Operator Training Course (TCOLE #4802 - 24 hours): This course is for operators who perform all TCIC/NCIC functions, including inquiry, entry, modification, clearing, canceling, and III functions. It also covers navigation of the databases that are connected to the TLETS system such as administrative messages, driver license, vehicle registration, and instructions regarding proper procedures for broadcasting in the state and nationwide. This course requires the TCIC/TLETS Operation Manual Parts 1 - 3. Operators must receive this training within the first six months of assignment or employment, regardless of whether these duties are performed on a full-time or part-time basis. In order to comply with federal requirements, operators must recertify within two years of certification or most recent recertification date.

***Prerequisite: Each student must have a TLETS User ID issued before the start of the class to receive credit.***

Date/Time:
November 2, 2020, 8:00am –
November 4, 2020, 5:00pm
Cost: Free


Weather and Disaster Preparation for the Communications Center

*This class is a live, virtual training being offered online*

The First First Responders comprehensive course in weather and disaster preparation for the Communications Center. This course is designed to give an in-depth study of natural, man-made, and terroristic disasters. We will look at the impact and reality of what centers experience in the face of such disasters and how to prepare for, mitigate against, respond with, and recover. 

This course focuses on the roles of those involved; tips, tricks and best practices, combined with scenarios that have occurred at agencies across the nation and internationally when appropriate. Telecommunicators, supervisors and managers will leave with specific take away to apply at their agencies in the respective roles. Special note - Instructor Braudis and her Iowa agency survived the August 2020 freak derecho storm with 120 mph+ winds & course will include updates from this recent disaster/weather emergency. 

Date/Time:
November 6, 2020, 8:00am – 5:00pm
Cost: Free


Public Safety Managers & Supervisors Leadership Development Program

*This class is a live, virtual training being offered online*

This in-depth leadership development program provides participants with effective management and supervisory skills essential for success in today’s challenging public safety environment. Practical examples are presented to public safety organization leaders of all ranks, sworn and civilian, to illustrate successful strategies designed to improve organizational effectiveness and morale. Today’s dynamic, ever-changing public safety field makes this course a must for all those who accept the call to lead.

• Develop Winning Strategies to Confront Today’s Leadership Challenges

• Establish a Solid Understanding of Exceptional Leadership & Management

Principles

• Discover What Effective Leaders Do and How They Sustain Success

• Create a Motivated Workplace that Improves Morale & Performance

• Understanding Commander’s Intent, Unity In Command, Groupthink, Inspect

What You Expect, Don’t Let the Training Tape Run Out, Grit and Passion and

the Leadership Test

• Performance Theory, Coaching, Feedback, and Confronting Undesirable

Employee and Supervisor Behavior

• Fundamentals of Management, Supervision & Leadership

• Build and Maintain Professional Ethics Throughout the Work Environment

About the instructor:

Harry P. Dolan is a 32-year police veteran who brings 25 years of public safety executive experience to his courses. He retired in October 2012 as Chief of Police of the Raleigh Police Department and is now the CEO of Dolan Consulting Group LLC, anorganization of public policy experts who address issues related to public service provision organizations, such as law enforcement agencies, corrections agencies, fire departments, emergency medical services, hospitals, and school districts.

Date/Time:
November 10, 2020, 8:00am – 5:00pm
Cost: Free


Supervising During a Pandemic

*This class is a live, virtual training being offered online*

Especially suited for new or soon-to-be promoted supervisors, students will assess their current leadership traits, while being taught the 5 foundations of managing during a crisis. Further work will be explored in processing the 7 steps of using chaos to build long-term team resilience. Conflict resolution in the unique communications center environment and cutting edge concepts on operational supervision when under duress will also be taught. Students are asked to have a current team roster available as well as a notebook for exercises.

Date/Time:
November 12, 2020, 8:00am – 5:00pm
Cost: Free


TTY #3812

*This class is a live, virtual training being offered online*

This course will prepare 9-1-1 call takers to effectively and properly process emergency calls from persons using a TDD/TTY, one of the many relay service technologies, or another device for the hearing impaired. It will also provide general knowledge of the Deaf Culture as well as the Americans with Disabilities Act (ADA).

Date/Time:
November 13, 2020, 8:00am – 12:00pm
Cost: Free


NENA Recruit, Hire, Retain and Promote for Success

*This class is a live, virtual training being offered online*

Keeping a PSAP fully staffed can be a challenge for any agency. The desire to keep console seats filled, paired with the need to fill them with qualified and reliable employees, is one of the more difficult tasks 9-1-1 centers can face. The next phase of this process is retaining the employees you hire by actively investing in their careers as public safety professionals. The PSAP culture plays a critical role in retention of qualified employees.

This course provides information on all aspects of personnel, from creating a strong hiring policy to building and promoting successful candidates. Students will learn best practices for each stage of the process, and will take home ideas they can implement immediately, as well as benefit from class discussion as colleagues share their successes. Participants will also take home ideas on how to retain their employees, and how to support them throughout their careers.

Date/Time:
December 1, 2020, 8:00am – 5:00pm
Cost: Free


NENA Quality Assurance: Achieving QA/QI in the PSAP

*This class is a live, virtual training being offered online*

The duties and responsibilities of those who serve our communities by accepting and processing emergency calls from the public have grown exponentially over recent years. The industry, as a whole, is challenged by the type and nature of the calls received. Factors that affect the quality of service received are the heavy workload, constant changes within the PSAP, changes in technology, as well as customer expectations.

This class discusses the joint NENA/APCO Standard 1.107.1.201 and focuses on the establishment of a quality improvement program for public safety communications personnel. NENA’s Quality Assurance: Achieving QA/QI in the PSAP is an 8-hour course designed to emphasize the importance of a quality improvement program with a focus on quality assurance reviews as a main tenant of the process.

Date/Time:
December 2, 2020, 8:00am – 5:00pm
Cost: Free


Pandemic Stress Relief & Communications

*This class is a live, virtual training being offered online*

Stress and the chance for miscommunication in our 911 centers is the highest it's ever been. The 2020 Pandemic has brought an ongoing instability that no one has ever had to endure and work within in our centers. Students will first be led through their own personal stress survey to get a baseline. We will then study physical, emotional and organizational stress within a 911 center; identifying locations, symptoms and then positive combatants. Suitable for operational staff as well as management. Creating center wide stress pressure relievers will be introduced. Finally, we will work with the 10 identified communication strategies to employ during a Pandemic or ongoing crisis in the center, using psychological research. Guest lecturer, trauma therapist Rebecca Hubbard (Austin, TX) will join HeroLight Co-Owners Tracy Ertl and Rhonda Braudis in instructing this center saving class. Tracy and Rhonda have a combined 45 years 911 management and communications experience.

Date/Time:
December 3, 2020, 8:00am – 5:00pm
Cost: Free


TCIC/TLETS Full Access Operator Training Course (TCOLE #4802 - 24 hours)

TCIC/TLETS Full Access Operator Training Course (TCOLE #4802 - 24 hours): This course is for operators who perform all TCIC/NCIC functions, including inquiry, entry, modification, clearing, canceling, and III functions. It also covers navigation of the databases that are connected to the TLETS system such as administrative messages, driver license, vehicle registration, and instructions regarding proper procedures for broadcasting in the state and nationwide. This course requires the TCIC/TLETS Operation Manual Parts 1 - 3. Operators must receive this training within the first six months of assignment or employment, regardless of whether these duties are performed on a full-time or part-time basis. In order to comply with federal requirements, operators must recertify within two years of certification or most recent recertification date.

***Prerequisite: Each student must have a TLETS User ID issued before the start of the class to receive credit.***

Date/Time:
December 7, 2020, 8:00am –
December 9, 2020, 5:00pm
Cost: Free


Understanding the Dynamics of Change

*This class is a live, virtual training being offered online*

From Elite Public Safety Training:

Is change good? Why do some employees resist change? What are the typical attitudes we can expect toward change? How do YOU approach change? What are the signals of change-related stress? Just what is the "Change Cycle?" How can leadership minimize resistance to change? What is the FLOW Model of dealing with change? How can we build resilience? How important is Esprit de Corps when facing change? All these questions and more will be addressed in this dynamic, interactive and informative class.

About the Instructor:

Dr. Gene Smith is a nationally recognized keynote, motivational speaker and educator. He is the founder and CEO of Elite Public Safety Training & Consulting. He is the former Chief of Staff for Williamson County Emergency Communications in Georgetown, Texas. gene speaks at a number of conferences and symposiums each year, as well as conducting in-service classes and workshops for various agencies across the country. He has a genuine love and respect for those dedicated to Public Safety. his dynamic and oftem humerous approach is one of encouragement, motivation, and inspiration.

Date/Time:
December 15, 2020, 8:00am – 5:00pm
Cost: Free

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