6800 Burleson Road
Building 310, Suite 165
Austin, TX 78744

T:  (512) 916-6000
F: (512) 916-6001


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Classes for Telecommunicators

Current Classes

NENA 9-1-1 Center Supervisor Program

This course will give new supervisors the skills they need to succeed in their positions. It will give experienced supervisors updated, refreshed skills that will further their careers. Using a combination of lecture and practical exercises, students will learn the supervisor’s role in HR, tools to get organized, how to effectively make the transition from line-level to supervisor, how to build and lead a team, supervisor-specific communications, conflict resolution, performance evaluations, stress management techniques, and many other skills, and tips for their toolbox.

Topic:
9-1-1 Emergency Communications

This class has been rescheduled - TBA


More Information about the class »

Cost: Free


Emergency Telecommunicator Instructor 1 (ETC-1)

* Course held at Bastrop County Emergency Communications, 1501 Business Park Dr, Bastrop, TX 78602

Point of contact: Heather Meisetschlaeger - heather.meisetschlaeger@co.bastrop.tx.us - (512) 549-5046

Emergency Telecommunicator Instructors (ETC-I) are certified to teach the IAED™ Emergency Telecommunicator™ (ETC™) Course. The ETC-I course provides detailed training on the content and training techniques required to be a successful ETC-I. Course participants will also be given an opportunity to practice their teaching skills and receive feedback from their peers.

Topic:
9-1-1 Emergency Communications

This class has been rescheduled - TBA


More Information about the class »

Cost: Free


Core Competencies Necessary to Become An Outstanding Employee

From Elite Public Safety Training:

Related to dealing with Customers, Colleagues, Self-Management, and a Successful Business Model.  Foster a climate of effective teamwork and empowerment, manage change and support innovation, ensure that regular, consistent communication takes place, the importance of oral, written and persuasive communication skills.

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. 

Topic:
9-1-1 Emergency Communications

This class has been rescheduled - TBA


More Information about the class »

Cost: Free


Emergency Fire Dispatch (EFD)

* Course held at the San Marcos Police Department - 2300 S IH 35, San Marcos, TX 78666

Point of contact: Rudy Ramirez - Rramirez@sanmarcostx.gov - (512) 753-2388

This course provides instruction to students for giving accurate pre-arrival instructions in situations requiring a fire department response. 

Date/Time:
May 4, 2020, 8:00am –
May 6, 2020, 5:00pm
Cost: Free


Emergency Medical Dispatch (EMD)

* Course held at the San Marcos Police Department - 2300 S IH 35, San Marcos, TX 78666


Point of contact: Rudy Ramirez - Rramirez@sanmarcostx.gov - (512) 753-2388

The EMD Course instructs participants in the specific skills of identifying the correct chief complaint, prioritizing the responses and assigning needed resources, effectively communicating between responders and callers and providing life-sustaining support while handling difficult callers and reducing the potential for life-threatening mistakes. This hands-on training uses audiovisual tools with real-life examples from instructors in Emergency Medical Services as dispatchers and responders.

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


40 Hour Basic Telecommunicator

The Basic Telecommunicator Licensing Course is designed to provide the beginning telecommunicator with an understanding of situations encountered in an emergency communications environment. This course is required by the Texas Commission on Law Enforcement (TCOLE) within the first year of hire for licensing as a basic emergency telecommunicator. The course content will include radio dispatching, call taking, call classification, emergency and non-emergency situations, liability and legal issues, and stress management.

Date/Time:
May 11, 2020, 8:00am –
May 15, 2020, 5:00pm
Cost: Free


A Victim’s Plea: Meeting Expectations

From The Denise Amber Lee Foundation:

 In this full-day course, students are exposed to a reviting, emotional roller coaster of critical 911 failures that occurred the night Denise was kidnapped, raped, and murdered.  Nathan Lee, founder and President of the Denise Amber Lee Foundation, and a 9-1-1 professional, tie together the elements of the Denise Amber Lee tragedy. A positive and uplifting presentation, students will learn of the obvious failures that day to the more in-depth concepts such as leadership, hiring, training and encouraging employees in a communications center.

About the Instructor:

Nathan is the widowed husband of Denise. Inspired by the outpouring of community support in the aftermath of his wife’s murder in 2008, Nathan launched the Denise Amber Lee Foundation in June of 2008. He has made it his life’s work to honor his courageous wife by promoting better training, standardized protocols, and technological advances for 9-1-1 so that it meets the expectations of all citizens.

Nathan and the work of the foundation were recently honored by five national public safety organizations and the Congressional E9-1-1 Caucus as a testament to his determination to be a positive force for change. He has traveled to 47 states telling Denise's story.

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


Delivering Great Customer Service…When Dealing with Impossible People

From the "The Healthy Dispatcher" website:

Every organization has customers, otherwise they would have no reason to exist. Who are your customers in 9-1-1, and what do they want? This class explores the wide range of customers requiring service from 9-1-1 professionals, the only two things your customers want, and the three top concerns of difficult customers. The class provides ways to deliver amazing customer service and how to effectively rebound if you make a mistake with a customer.

About the Instructor:

Adam Timm is a bestselling author, keynote speaker and consultant on the topics of personal resilience and peak performance for 9-1-1 telecommunicators. Adam spent over a decade as a 9-1-1 operator for the Los Angeles Police Department, where he pioneered a stress resilience program that contributed to a 45% decrease in sick time usage. After leaving the LAPD, Adam started his training company, “The Healthy Dispatcher,” to bring tools for resilience to this challenging profession.

Participants in Adam’s training classes and conference sessions praise his energetic and interactive presentation style, calling his sessions “an awesome learning experience,” “captivating, thought-provoking,” “amazing,” and “incredibly engaging.” Adam travels nearly 300 days a year presenting training classes, conference sessions and consulting across the country.

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


Money Mentality and the Fundamentals of Financial Health

From The 360 Dispatcher:

Money is at the core of most of life’s most difficult issues. Frequently, arguments arise out of money issues. Feelings of self-worth arise out of money issues. Your sense of success is often determined by your money issues. Many of us didn’t grow up with good examples of money discipline so we’re not even sure what to do. This class gets inside the money issue discussing the psychology of money, tracking where your money goes, and presents a system for greater money responsibility.

About the Instructor:

Dr. Joe Serio is founder of The 360° Dispatcher. He has trained thousands of 9-1-1 dispatchers across the United States and Canada on topics such as Positive Interaction with Difficult People, Leadership and Your Legacy, Effective Supervision, and Time Management.

He regularly visits comm centers around the country listening to calls, interviewing supervisors, and talking with call-takers and dispatchers.

Joe is founding publisher of the Get the Nerve series of books and was co-founder of The Healthy Dispatcher. He is the author of more than 10 books on personal development, leadership, and wellness, and co-author of Dispatcher Stress: 50 Lessons on Beating the Burnout.

Joe holds a Ph.D. in Criminal Justice with a focus on Leadership and Organizational Behavior from one of the leading programs in the country.

In his former life, Joe was the only American to work in the Organized Crime Control Department of the Soviet National Police and was director of the Moscow office of the world’s leading corporate investigation and business development firm.

Date/Time:
June 11, 2020, 8:00am – 5:00pm
Cost: Free


APCO Communications Training Officer

APCO Institute’s Communications Training Officer (CTO) Course focuses on the development and maintenance of an agency’s one-on-one training program and provides the training necessary to foster levels of consistency for CTOs as they provide on-the-job training to new hires.

This updated version of the course includes the essential elements of a CTO program  based on the industry recognized “San Jose Model”  while also incorporating the requirements set by the national standard for CTO programs — APCO ANS 3.101.1-2013: Minimum Training Standards for Public Safety Communications Training Officers.

TOPICS INCLUDE

  • Performance Based Training Preparing, Motivating  and Communicating with Trainees
  • Customer Service in Public Safety Communications
  • Counseling Stress Management
  • Meeting the Needs of the Adult Learner
  • Training Strategies
  • Performance Evaluations
  • Record Keeping and Documentation
  • Total Quality Management
  • Liability and Standards

Students will receive  a CTO Workbook and Reference Guide filled with sample forms, templates and best practices to use in creating their own CTO program or enhancing an existing program. Students will also receive a demonstration of the Institute’s electronic Daily Observation Report (DOR) software Expectations: Evaluation Software  package.

PREREQUISITES

Students must have successfully completed a formal, 40-hour basic telecommunicator training program.

RECERTIFICATION REQUIREMENTS

APCO CTOs must  provide proof every two years of 24 hours (12 hours per certification year) of Continuing Dispatch Education (CDE) and must pass the CTO recertification exam.

Date/Time:
June 15, 2020, 8:00am –
June 17, 2020, 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:
June 22, 2020, 8:00am –
June 24, 2020, 5:00pm
Cost: Free


NENA’s Improving Service to Callers with Disabilities

Disability awareness training has tailored a presentation for 911 telecommunicators. It brings together education on disabilities while enhancing sensitivity. The presentation includes definitions of disabilities with an emphasis on speech, etiquette and interaction skills, the perspective of individuals with disabilities, and current trends and topics, all relevant to 911 operations.

Disability awareness incorporates sensitivity training so the audience can empathize with the injustices individuals with disabilities face. Videos, extensive materials and resources, federal guidelines, and current best practices will highlight the content and allow attendees to best understand how to address services necessary to serve all citizens in their community.

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


Hope in the Midst of Chaos: The Las Vegas Shooting Story

Quiet turned to terror the evening of Sunday October 1,
2017 at the Combined Communications Center of Las
Vegas. A lone gunman had opened fire on the Route 91
Harvest Music Festival, on the famous Las Vegas Strip,
where 22,000 concert-goers were in attendance. Calls
poured into the center as people were running for their lives.
From gunshot wounds to trample victims, misinformation to
scene safety issues, Matt discusses his experience that
evening, the lessons they learned from this event, and how
you can prepare and adapt for a new normal. Through grit
and determination, the Las Vegas Fire telecommunicators
put together the largest fire and medical response Las Vegas
has ever seen, and ensure that everyone who they came into
contact with, found hope in the midst of chaos.

Date/Time:
July 13, 2020, 8:00am – 5:00pm
Cost: Free


SAFVIC for Telecommunication Professionals

The true first responders in any emergency are the telecommunication professionals, whose primary objectives are to respond to calls appropriately, and ensure victim and officer safety. The Sexual Assault &  Family Violence Investigator Course for Telecommunication Professionals (SAFVIC for TCPs) is designed to provide 911 call-takers across the state with the tools they need to effectively identify and facilitate sexual assault and family violence calls.

The curriculum will include the following topics:

Statistics and History of Sexual Assault and Family Violence
Dynamics of Family Violence, Sexual Assault, Stalking, and Human Trafficking
Special Topics: FV/SA Against People with Disabilities and/or Adults Later in Life, FV/SA in the Military, and Violence in Immigrant & Tribal Communities
Understanding Victims & Safety Planning and Protective Orders
Liability and Evidence in 911 Calls
Best Practices
State and Federal Laws

Date/Time:
July 22, 2020, 8:00am – 5:00pm
Cost: Free


A Helping Hand: Peer Support for Your Communications Center

We are the FIRST responders. Call after call, day after day, we listen to people experience the worst day of their entire lives. But at the end of that day who takes care of us and who do we turn to? Learning to take care of each other is crucial in our industry. Therefore, having the tools and resources at hand when your team is in crisis or after a critical incident can make a huge difference in the health and well-being of your center. In this class, through instruction, hands on exercises, and scenario training, you will learn how to set up a peer support team, learn debriefing and defusing skills, suicide awareness, listening skills, and compassion fatigue. Taught by Tina DeCola from Las Vegas Fire and Rescue.

Date/Time:
July 28, 2020, 8:00am – 5:00pm
Cost: Free


Spanish for Telecommunicators

This course introduces emergency telecommunicators to a basic level of Spanish to assist them in the initial processing of taking calls from Spanish speakers.

Date/Time:
August 4, 2020, 8:00am –
August 6, 2020, 5:00pm
Cost: Free


Professionalism in the Workplace

From Elite Public Safety Training:


Discover who you are, set yourself apart and find your direction!

  • Know who you are and where you are going
  • The power of optimism – getting rid of negativism
  • We ARE Professionals – related expectations

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:
August 11, 2020, 8:00am – 5:00pm
Cost: Free

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