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Building 310, Suite 165
Austin, TX 78744

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Classes for Telecommunicators

Current Classes

DISC Assessment & Communication Styles Workshop

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

This class focuses on communication in various forms:

  • How to flex communication styles in order to connect to others
  • Managing individual styles for better motivation
  • Understanding why people behave the way they do
Each student will be provided with a link before the start of the workshop to complete a DISC personality assesment

About the Instructor:

Dr. Riley Harvill, is a leading expert in international training and development, with over twenty-seven years of experience working with Fortune 500 companies and municipalities in the areas of leadership, communications, executive coaching, team building, and talent management strategies. He was an associate professor of counselor education at the University of North Texas for 14 years as director of clinical studies.  He also served on the faculty at Louisiana State University and the University of Hong Kong (from 1989-1990) where he taught in residence and on outreach throughout Asia. He has published extensively, and one of his books has been translated into five languages and has been a top-selling textbook in its field for the past twenty-four years.

Date/Time:
April 19, 2021, 9:00am – 12:00pm
Cost: Free


Developing Positive Relationships in the PSAP

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

From Elite Public Safety Training:

In this interactive 8-hour session, we will address such questions as “Why must we work together?; What synergy do we create by working as a team?; Who are directly affected by your success or failure?; Just how do we ‘work together’ in the PSAP?; What happens when either of us breaks our working agreement?; What roles do Integrity, Consistency, Confidence, and Trust play in our workplace relationships? 

After you have completed this course, you will be able to:

  • Base every relationship at work on a common purpose
  • You will know how to demonstrate actions that build trust and avoid those that undermine it
  • You will be prepared to model the positive relationship behaviors that you seek in others, as well as manage – not manipulate – your relationships
  • You will be more skilled at implementing strategies to improve or survive certain relationships
  • Last, but not least, you will know how to set boundaries and stand your ground

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:
April 22, 2021, 8:00am – 5:00pm
Cost: Free


Advanced Grant Writing for 9-1-1

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

Attendees for this class are required to bring to class a grant they intend to seek. 

Advanced Grant Writing will lead attendees in the application/writing process for a specific grant they are seeking for their center, agency, department or business. Students will receive a brief review of Grant Writing 101 and then concentrate for the balance of class, planning for the application and writing process. Attendees will be individually led in making a list of needed resources to successfully apply, with hands-on writing assistance and review of materials by class instructors. Attendees for this class are required to bring to class a grant they intend to seek. 

HeroLight class instructor Rhonda Braudis, is the director of her own 911 agency and also serves as a reserve police officer. Since October 2019, she has secured over $300K in grants for both agencies.

HeroLight instructor Tracy Ertl has served public safety for 28 years and is a professional, published and agented ghost writer with 35 years of experience in both technical and creative writing. 

Date/Time:
April 23, 2021, 8:00am – 12:00pm
Cost: Free


Training Officer Refresher

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

Communication training officers need to be rejuvenated every 2-5 years to retain their effectiveness and passion for the mission! 

Our refresher empowers and supports training professionals with a personal assessment of accomplishments to date, as well as a review of any struggles. All roles and requirements of modern trainers will be reviewed. With the support of instructors and the training community of the class, attendees will dive into the THRIVE FIVE - HeroLight's combatant to trainer burnout. 

This course is appropriate for newer as well as seasoned trainers, as well as training supervisors looking for ideas to refresh their own team. 

Date/Time:
April 26, 2021, 8:00am – 5:00pm
Cost: Free


Advanced Grant Writing for 9-1-1

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

Attendees for this class are required to bring to class a grant they intend to seek. 

Advanced Grant Writing will lead attendees in the application/writing process for a specific grant they are seeking for their center, agency, department or business. Students will receive a brief review of Grant Writing 101 and then concentrate for the balance of class, planning for the application and writing process. Attendees will be individually led in making a list of needed resources to successfully apply, with hands-on writing assistance and review of materials by class instructors. Attendees for this class are required to bring to class a grant they intend to seek. 

HeroLight class instructor Rhonda Braudis, is the director of her own 911 agency and also serves as a reserve police officer. Since October 2019, she has secured over $300K in grants for both agencies.

HeroLight instructor Tracy Ertl has served public safety for 28 years and is a professional, published and agented ghost writer with 35 years of experience in both technical and creative writing. 

Date/Time:
April 27, 2021, 1:00pm – 5:00pm
Cost: Free


NENA SOP Development: Refining & Enhancing Your 9-1-1 Center

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

Where do you start when it comes to developing a standard operating procedures (SOPs) manual? What’s the difference between policies, procedures, and guidelines? Does what you use really make a difference? What information do industry standards-setting organizations provide that can help you get started? This hands-on course is designed to answer these questions and more, and provide guidance in this difficult and time-consuming task. This course includes lecture and exercises that examine policies and procedures, accreditation, industry standards, and best practices that drive an agency’s needs.

Students will engage in discussion and learn a step process to developing policies and obtaining buy-in. Time will be spent in groups for hands-on policy development and critique from the instructor and peers. Students are encouraged to bring policies or procedures with which they may need assistance. Students should take away an increased knowledge regarding policy development and be able to employ the steps once they return to their agency. Sample policies will be provided as reference material.

Date/Time:
April 28, 2021, 8:00am – 5:00pm
Cost: Free


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

This class is not open to agencies outside of Capital Area Emergency Communications District or licenses other than Telecommunicators.

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:
May 5, 2021, 8:00am –
May 7, 2021, 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:
May 11, 2021, 1:00pm – 5:00pm
Cost: Free


Adapting Your Leadership Style

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

From Elite Public Safety Training:

Being an effective leader requires that we model the behaviors we want to see in others; we must communicate with passion and conviction; engagement and involvement  of our staff is essential to our success; we must foster collaboration across our agency. 

Course Objectives:

  • Identify and discuss the qualities of a truly effective leader
  • Make the mental shift from individual productivity to influencing others
  • Recognize stye differences in others and cater to their preferences
  • Build rapport using verbal and nonverbal messages
  • Conduct constructive one-on-ones
  • Give positive and negative feedback to different styles
  • Develop individual motivation approaches for employees
  • Facilitate a meeting effectively

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:
May 12, 2021, 8:00am – 5:00pm
Cost: Free


Bully Proofing the 9-1-1 Center

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

In this center-changing class, bully types & approaches will be taught so attendees can identify bullying behavior within their center & within themselves. We will train on the psychological origin of this behavior and triggers for it within a 9-1-1 center. This class is appropriate for teams to attend together from line personnel to directors. Bully Proofing is everyone's responsibility. The healthiest agencies start by bully proofing new team members still in training. We will train on the steps for breaking the bully cycle and specifics on how to work one-on-one with a bully as well as the survivor to proof the future. Included within this course are Texas specific bullying statistics.

Date/Time:
May 18, 2021, 8:00am – 5:00pm
Cost: Free


Verbal De-escalation: Surviving Verbal Conflict

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

Today’s increased service demands, and scrutiny placed upon public service professionals have resulted in a growing need to master verbal conflict management skills. When negative verbal encounters escalate to the point where physical intervention is used, criticism often abounds when it is later discovered that there is little evidence of verbal de-escalation techniques employed by our public service professionals. In some cases, it has become clear that the verbal actions of the public service professionals actually served to escalate the situation.  Administrators are now asking, have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner? 

Surviving Verbal Conflict® training provides public service professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow team members emotional and professional well-being, and significantly enhance your agency’s professional image.

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:
May 20, 2021, 8:00am – 5:00pm
Cost: Free


NENA Leadership in the 9-1-1 Center

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

It's not the title that one attaches to their name, but the ability to effectively manage, motivate, and mediate that makes a person a leader. This course is for current or soon-to-be PSAP supervisors who wish to enhance their understanding of the tools and traits necessary for effective leadership in the communications center.

By focusing on the interpersonal elements common to the 9-1-1 center and discussing different manners of leadership, attendees will learn how to move from a transactional style of leadership to a more productive transformational style that utilizes remediation, interest-based negotiations, and re-framing tools to ensure the focus remains on people. The class also explores the benefits of knowledge of self, staff, organization, and the world. With heightened self-awareness and some new and useful techniques, attendees will return to their jobs with an increased ability to lead their team and meet their personal and professional goals.

Date/Time:
May 21, 2021, 8:00am – 5:00pm
Cost: Free


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

This class is not open to agencies outside of Capital Area Emergency Communications District or licenses other than Telecommunicators.

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:
June 7, 2021, 8:00am –
June 9, 2021, 5:00pm
Cost: Free


Healthy Center 9-1-1 Creation

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

HC911, created by HeroLight Training Founder Tracy Ertl, is a step-by-step guide to total 911 center rejuvenation. Controlling negativity & lifting morale within the agency leads to healthy retention, recruitment, longevity & staff happiness. Attendees will learn the 4 HeroLight Steps to achieving this dynamic culture shift. Physical & mental health strategies; camaraderie building activities; & critically necessary information on diversity and generational communication techniques will all be covered. You are going to love your 9-1-1 center. Supervisors, directors and line staff should consider attending together.

Date/Time:
June 11, 2021, 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:
June 16, 2021, 8:00am – 12:00pm
Cost: Free


NENA Tactical Dispatch for the Telecommunicator

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

In today’s communication centers, the need for Tactical Dispatchers is increasing. Agencies are sending their 9-1-1 Telecommunicators into field situations to staff communications vehicles for a variety of incidents. In this course, Telecommunicators will be given information on tactics and resources used in the field. This hands-on, interactive workshop will allow participants to learn new methods, discuss changing trends, and practice with exercises and group discussions. Topics will include: How ICS & NIMS apply to Tactical Dispatching, on scene roles and responsibilities, proper use of common field communication technology, mutual aid for Emergency Communications and continued education & training.

Date/Time:
June 25, 2021, 8:00am – 5:00pm
Cost: Free

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