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Building 310, Suite 165
Austin, TX 78744

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Classes for 9-1-1 Emergency Communications

Current Classes

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.

Audience:
Telecommunicators

This class has been rescheduled - TBA


More Information about the class »

Cost: Free


RNS Incident Communications

This two-hour, online workshop will prepare supervisor-level personnel and those expected to create messaging for emergency alerts to use CAPCOG's regional notification system (RNS). During this workshop, attendees will receive a live demo and walk through session of the system. They will learn about:

  1. What are Incidents?
  2. How do I use them?
  3. How are they set up?

Attendees to this workshop must be from a public safety department or serve as spokesperson for a local jursidiction within the CAPCOG region.

This course will be held online via Zoom. CAPCOG will send a link to join the workshop to people who register for the the course closer to the workshop date.

Date/Time:
May 19, 2021, 10:00am – 12:00pm
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


RNS Organization Administrators

This online course is designed to provide regional notification system (RNS) administrators the skills they need to properly set up and maintain their organization within the system, so they can properly disseminate information to public safety officials and residents facing emergencies.

The course will cover:

  1. Creating Users
  2. Creating New Roles
  3. Organization Level Settings
  4. Uploading/Managing Shape Files
  5. CSV Uploads
  6. Short-code events
  7. Generate reports

This course will be held online via Zoom. CAPCOG will send a link to join the workshop to people who register for the the course closer to the workshop date.

Date/Time:
June 14, 2021, 2:00pm – 3:00pm
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


RNS Contact Management

This one-hour, online workshop will teach users of the regional notification system (RNS) how to better manage contacts for internal agency use and external use. It will those who are responsible for contact management the following:

  1. Manual creation of contacts
  2. New Record Types
  3. CSV Uploads
  4. Additional Fields
  5. SFTP/API process

This course will be held online via Zoom. CAPCOG will send a link to join the workshop to people who register for the the course closer to the workshop date.

Date/Time:
July 12, 2021, 2:00pm – 3:00pm
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:
July 28, 2021, 8:00am – 5:00pm
Cost: Free


RNS Incident Communications

This two-hour, online workshop will prepare supervisor-level personnel and those expected to create messaging for emergency alerts to use CAPCOG's regional notification system (RNS). During this workshop, attendees will recieve a live demo and walk through session of the system. They will learn about:

  1. What are Incidents?
  2. How do I use them?
  3. How are they set up?

Attendees to this workshop much be from a public safety department or serve as spokesperson for a local jursidiction within the CAPCOG region.

This course will be held online via Zoom. CAPCOG will send a link to join the workshop to people who register for the the course closer to the workshop date.

Date/Time:
August 16, 2021, 2:00pm – 4:00pm
Cost: Free


RNS Organization Administrators

This online course is designed to provide regional notification system (RNS) administrators the skills they need to properly set up and maintain their organization within the system, so they can properly disseminate information to public safety officials and residents facing emergencies.

The course will cover:

  1. Creating Users
  2. Creating New Roles
  3. Organization Level Settings
  4. Uploading/Managing Shape Files
  5. CSV Uploads
  6. Short-code events
  7. Generate reports

This course will be held online via Microsoft Teams. CAPCOG will send a link to join the workshop to people who register for the the course closer to the workshop date.

Date/Time:
September 8, 2021, 10:00am – 12:00pm
Cost: Free

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