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Classes for Telecommunicators

Current Classes

NENA Advanced Fire & EMS Dispatching

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

NENA Advanced Fire/EMS Dispatch is an eight hour course designed to improve the skills, knowledge, and abilities of Fire and EMS Dispatchers. In many cases, Fire/EMS Dispatchers are provided little training beyond that required to utilize protocol cards—this creates an environment in which Dispatchers are not able to effectively anticipate operational conditions, use critical decision making skills in regards to these incidents, or provide important and timely information. This challenge is exacerbated by the fact that serious fire and EMS incidents are rare, especially for Dispatchers and Telecommunicators who operate in a joint-environment. Much of their experience will be law enforcement based—a discipline that, although related to fire/ems dispatch—is significantly different enough to warrant training and education on the concepts that make it unique.

Through this course, Dispatchers will not only be able to learn vital information about fire and ems dispatching concepts, they will also learn valuable tools and tricks to make essential decisions more quickly and to improve their awareness and judgement when operating as fire and ems dispatchers.

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


Effective Listening Skills

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

From Elite Public Safety Training:

Includes Six Common Listening Misconceptions and The 10 Principles of Listening.

Listening is more than just "hearing." Effective Listening seeks understanding.

Are you really listening or just hearing the words?

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:
January 29, 2021, 8:00am – 5:00pm
Cost: Free


Fine Tuning Dispatching & Calltaking

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

Fine tuning dispatching and calltaking is an ongoing process for public safety 911 professionals and part of the continual reinventing of ones self in a long, impactful career. This course is broad spectrum and appropriate for several dispatch categories, including: new telecoms; existing telecoms hoping to learn the latest techniques; progressive trainers to gain teaching ideas; supervisors or managers seeking a fix-it for baseline skills. Using tremendous caller, responder and dispatch audio, attendees will dissect great calls and actively work with instructors to formulate excellent CAD notes and dispatch response. Students will learn the 10 Do's of Dispatching and the 10 Do's of Calltaking. This course is constructed to not only help new employees but to reinvigorate seasoned dispatchers as well as re-sharpen those who have been gone on a leave or re-entering the industry. 

Date/Time:
February 4, 2021, 8:00am – 5:00pm
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:
February 5, 2021, 8:00am – 5:00pm
Cost: Free


The Remarkable Communicator

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

This training will be a practical, how-to overview covering interaction tendencies, and ways to improve communication.

  • Discovering three foundational elements that impact effective communication
  • Understanding how to use the DISC Model to be more influential in working with others
  • Applying a communication strategy to maintain self-control while de-escalating and improving interactions
  • Distinguishing passive / aggressive communication vs. assertiveness for effective interaction
  • Priority issues that build or erode trust

About the Instructor: With over 20 years of executive coaching, speaking, and real-life business experience, Carl Smith's passion lies in developing people to realize their capacity and potential to succeed. Through facilitating programs of encouragement, self-discovery, and “showing up to be your best,” he believes the possibilities are endless. He helps individuals develop the personal belief and commitment that builds trust and propels organizations and people to excel and grow.

Smith has worked throughout North America and Europe, coaching and training business owners, C-suite executives, and upper and mid-level managers, promoting best practices in inspirational leadership, collaboration, and effective communication and coaching.

In his role as a Master Trainer, Smith applies the DISC model of human behavior, to help others understand the integral process when people interact, collaborate, and execute for greater success. He also coaches clients to experience better results through taking personal ownership and accountability, resulting in better relationships and maximum results.

Course description provided by The Kevin Ikenberry Group.

Date/Time:
February 11, 2021, 8:00am – 5:00pm
Cost: Free


NENA Change Management in 9-1-1

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

Do you believe that the only constant is change? That seems to be the way in public safety today. The term “change management” has been popping up almost as frequently as Next Generation over the past few years. Not coincidentally, Next Generation 9-1-1 is has spurred a need for change management.

In an industry where technology is changing rapidly, it is vital that we ensure our staff understands the change that they will inevitably encounter and provide everyone on your team with the tools they need to make the change effective. Although the technology is the first thing everyone is talking about, managing the people through the change is a vital part of any successful implementation. It is not just technology changing or implementing procedures, protocols, to new management processes. This course provides the attendee with basic strategies for dealing with change. The course also provides you with ideas about how to effectively and successfully manage change within in your organization.

Date/Time:
February 12, 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:
February 17, 2021, 8:00am – 12:00pm
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:
February 19, 2021, 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:
February 22, 2021, 8:00am –
February 24, 2021, 5:00pm
Cost: Free


Performance Coaching: Building & Sustaining High Performance

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

This course is an examination of the dynamics of “Public Service Excellence” internally and externally within an organization. Emphasis will be placed on defining and applying service excellence skills including management of the agency’s moments of truth, identification of citizen expectations, and managing difficult customers and team members.

Today’s organizational leaders must have a solid understanding of performance theory, principles of motivation, high-performance coaching, and individual and team engagement. Low morale and significant organizational stress surrounds the misunderstanding and misapplication of these fundamental principles. In order to influence others and move today's work team forward, we must challenge managerial folklore and develop a clear understanding of how service excellence principles coupled with performance coaching principles lead to organizational goal attainment. The workshop works to help equip supervisors and leaders with the necessary skills and tools to function effectively as a “Public Service Excellence Professional".

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:
March 4, 2021, 8:00am – 5:00pm
Cost: Free


Confronting the Toxic Telecommunicator

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

Public safety professionals are recognizing a common problem in agencies throughout the workplace: a small but distinct element in the workforce that generates the overwhelming majority of stress for fellow team members and supervisors. These are an agency’s toxic employees—who can be such a distraction from the agency mission that supervisors and other employees seem to spend more time dealing with internal issues than they spend actually providing service to customers. Toxic employees tend to be perpetual plaintiffs who file baseless grievances, complaints and lawsuits throughout their careers. They work to intimidate supervisors while deflating the morale of their fellow employees’ due to management’s apparent inability to hold them accountable for their actions.

This is not a traditional leadership course. This course will introduce public safety leaders to strategies for confronting this small but extremely damaging presence in the workforce in a way that both protects the integrity of the organization and is legally defensible. Ensuring that these management techniques are legally defensible is particularly important in light of the fact that so many toxic employees demonstrate an obvious willingness to challenge agency efforts to hold them accountable.

About the instructor:

Matt Dolan is a licensed attorney in the State of Illinois, who specializes in training and advising public safety agencies in matters of legal liability. His training focuses on helping agency leaders create sound policies and procedures as a proactive means of minimizing their exposure to costly liability.

Date/Time:
March 11, 2021, 8:00am – 5:00pm
Cost: Free


Applying Emerging Technology

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

HeroLight recognizes there has never been a more exciting time to be apart of public safety communications! A large part of that excitement comes from the application of emerging technology in our life saving industry. Students will explore all known emerging technology to include NEXT Generation 911, center equipment changes, the transfiguration of modern CAD systems, and interfacing with responders for both large and small centers. Class will provide new and seasoned telecoms, to also include management with a working knowledge of technology terms, functions; the latest and greatest technology available. This course will be helpful to all employees, both those comfortable with technology as well as students who find it difficult. The ENP process will also be explained with the course designed to augment the learning that takes place in achieving that industry designation. 

Date/Time:
March 18, 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:
March 25, 2021, 1:00pm – 5:00pm
Cost: Free

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