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

T:  (512) 916-6000
F: (512) 916-6001


Classes for 9-1-1 Emergency Communications

Current Classes

The Art of Staying Motivated & Motivating Others

*This Class is in person at CAPCOG 6800 Burleson Rd**

All of us know it’s extremely difficult to stay motivated in our work, especially in a demanding job like emergency communications. It’s of vital importance that you develop strategies to maintain your motivation and understand how you can motivate others as well. This class explores extrinsic and intrinsic motivation, why carrots and sticks often aren’t effective, and practical strategies for both one-minute motivation and long-term motivation.

Dr. Joe Serio holds a Ph.D. in Criminal Justice from Sam Houston State University (SHSU) specializing in Leadership and Organizational Behavior. He was the co-founder of The Healthy Dispatcher and co-author of Dispatcher Stress: 50 Lessons on Beating the Burnout. He has trained thousands of dispatchers and dispatch supervisors across the United States and in Canada.  Dr. Serio regularly logs hours in comm centers around the U.S., monitoring calls, talking with dispatchers, and interviewing supervisors. In his former life, he 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 intelligence firm. 

September 21, 2021, 8:00am – 5:00pm
Cost: Free

NENA Preventing Telecommunicator Tunnel Vision

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

In this workshop, participants identify and discuss common problem areas that our telecommunicators experience in the performance of their duties. You'll learn tips and tools that help you identify and correct problems to ensure your team members succeed.

Whether it's in-the-moment issues like freezing up when CAD doesn’t work or when addresses do not validate, or systemic issues such as failure to follow protocols or errors resulting from inflexible QA questions, you'll get the training resources you need to get (and keep) your call takers performing at their very best.

September 24, 2021, 8:00am – 5:00pm
Cost: Free

Lessons in Leadership 3 day Workshop

Management vs. Leadership? What makes a great leader? Critical Checklists for personal leadership growth. How to build Trust and Respect. Elements of Courageous Leadership. Is Inspirational leadership realistic? Stay interview questions that help retain great employees. What do our team members really expect from a supervisor? Leadership Scenarios. Don’t miss this career changing workshop.

Dr. Gene Smith is a nationally recognized keynote, motivational speaker and educator. He is the founder and CEO of Dr. Gene Smith Public Safety Training and Consulting (DrGeneSmith.com). He is the former Chief of Staff for Williamson County Emergency Communications in Georgetown, Texas. Dr. G (name given him by his students) 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 often humorous approach is one of encouragement, motivation and inspiration.

Cost: Free

When It’s Your Own

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

Public Safety communicators cradle the community, as well as their center field responder families. If you work long enough in public safety, you will encounter a "When It's Your Own" moment and potentially many. The ability to move through it, get the job done and recover in the aftermath is decided long before the event. What mental preparations have staff made in advance for a worse case scenario, too close event? Survival as an individual and team are reliant in part on preparation ahead of time with individual training, a known notification process, organized resources and planned outcome. A planned outcome means deciding ahead of time that your team will survive even the worse. This course is appropriate for all roles in the center and is especially effective if multiple members of a 911 staff attend. Direct and impactful, we will train on line-of-duty injury and death within a center and extending to field families. Also included will be exposure on how to manage receiving or dispatching calls involving loved ones, friends, neighbors, and known community members. Instructors will use specific examples and there will be guest 911 lecturers relating their own experiences and how they navigated. Additionally, students will be provided with trauma clinician insight and a pathway to surviving "When It's Your Own". Managers or directors in attendance will be trained on how to update or create center procedures for handling the most life-changing traumas.

October 6, 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.***

November 15, 2021, 8:00am –
November 17, 2021, 5:00pm
Cost: Free

NENA 9-1-1 Center Training Officer - 3 day workshop

*This class is in person at CAPCOG 6800 Burleson Rd*

NENA’s Center Training Officer (CTO) program is designed to provide a framework for a communications center and their selected trainers the tools and information needed to successfully train new hire Telecommunicators through a structured training program.

  • Understand the mission of the Center Training Officer.
  • Demonstrate an understanding of the need and utilization of agency policies and procedures in the training program.
  • Understand liability in the center and specifically how it relates to the training and retention of employees.
  • Demonstrate an understanding of the elements of the program process.
  • Demonstrate an understanding of the proper use of evaluation designators and their role in proper documentation of performance.
  • Understand the needs and challenges of a probationary employee and the best methods in ensuring a successful training process.
  • Demonstrate methods in documenting an NRT (not responding to training) employee.
  • Understand the leadership aspects of the CTO position. 

November 29, 2021, 8:00am –
December 1, 2021, 5:00pm
Cost: Free

Survive & Thrive: Comprehensive Stress Resilience Training

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

From The 9-1-1 Training Institute:

What you’ll gain:

  •  Fascinating and empowering new insights to master acute, traumatic, and chronic stress, Compassion Fatigue AND The Sleep/Stress Dynamic
  • Extraordinary conversation with your 9-1-1 peers about the life you share and how to make it better for everyone’s sake • Personal skills and tools you can build into your daily life to prevent and manage these negative stress impacts
  • "In-the-moment” strategies to manage your distress (and the caller's!) during 9-1-1 calls ranging from the most annoying to most potentially traumatic
  • A fresh and more encouraging Big Picture of your profession and a personal game plan for you as a person and professional to live and enjoy your life to the fullest

You’ll also discover tools to build great 9-1-1 relationships: 

  • Recognize and the Stress-driven Toxic Relationship Dynamics that drive workplace conflict, damage morale, and poison relationships 
  • Learn how to conquer these toxic dynamics to create a 9-1-1 Culture of Respect by using keys to healthy team functioning
  • Apply new skills and insights to help you shape healthier relationships in your PSAP and at home

About the Instructor:

Jim Marshall, M.A., L.L.P., is the Director of the 911 Training Institute and a leading voice in the 9-1-1 industry for dispatcher wellness. He has been a licensed mental health professional for over 30 years. Jim is co-editor of The Resilient 9-1-1 Professional: A Comprehensive Guide to Surviving & Thriving Together in the 9-1-1 Center. Jim's courses, presentations, pilot projects, and published works equip 9-1-1 telecommunicators and their PSAP leaders to achieve optimal health and performance as people and organizations in the evolving 9-1-1 center.

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

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