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Classes for 9-1-1 Emergency Communications

Current Classes

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:
October 22, 2019, 8:00am –
October 24, 2019, 5:00pm
Cost: Free


Solacom Guardian/GeoComm GeoLynx User Training

This course is designed to provide users the skills they need to properly handle calls using the Solacom Guardian/GeoComm GeoLynx equipment.

Date/Time:
November 8, 2019, 8:00am – 12:00pm
Cost: Free


TTY #3812

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:
November 8, 2019, 1:00pm – 5:00pm
Cost: Free


RNS Dispatcher

This one- and half-hour class teaches attendees how to dispatch emergency alerts using CAPCOG’s regional notification system (RNS) through a role-based training session.

Those designated by their jurisdictions to send emergency alerts to the public using the RNS should enroll in this course; that may include emergency telecommunicators, emergency management personnel, peace officers, firefighters, and public information or relation officers.

This course will teach users how to do the following:

  • Sign into the Manager Portal
  • Run help and support
  • Define contacts, settings and permissions 
  • Launch incidents and ensure content is being delivered as desired

Attendees will need to bring a laptop and have their Everbridge credentials.

Date/Time:
November 14, 2019, 10:00am – 12:00pm
Cost: Free


Tactical Dispatch for the Telecommunicator

From NENA:

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 the background and training to transition into this different role.

Topics will include: What is Tactical Dispatching, factors in deployment, on scene roles and responsibilities, and proper use of common field communication technology.

Date/Time:
November 15, 2019, 8:00am – 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:
November 18, 2019, 8:00am –
November 22, 2019, 5:00pm
Cost: Free


Emergency Medical Dispatch (EMD)

***This course will be held at the Hays County Sheriff's Office 1303 Uhland Rd. San Marcos, Texas 78666***

Hays County Sheriff's Office Contact: Megan Jones megan.jones@co.hays.tx.us

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:
November 18, 2019, 8:00am –
November 20, 2019, 5:00pm
Cost: Free


Emergency Fire Dispatch (EFD)

***This course will be held at the Hays County Sheriff's Office 1303 Uhland Rd. San Marcos, Texas 78666***

Hays County Sheriff's Office Contact: Megan Jones megan.jones@co.hays.tx.us

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

Date/Time:
November 20, 2019, 8:00am –
November 22, 2019, 5:00pm
Cost: Free


Verbal De-escalation: Surviving Verbal Conflict

From The Dolan Consulting Group:

     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, an organization 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. Chief Dolan is a graduate of Western Carolina University and holds a master’s degree in Organizational Leadership and Management from the University of North Carolina at Pembroke.

Date/Time:
January 7, 2020, 8:00am – 5:00pm
Cost: Free


The Remarkable Communicator

From The Kevin Ikenberry Group:

 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.

Carl 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, Carl 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.

Date/Time:
January 9, 2020, 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.

Date/Time:
January 14, 2020, 8:00am –
January 16, 2020, 5:00pm
Cost: Free


One Badge: Galvanizing Emergency Response

From The Healthy Dispatcher:

The 911 system is the backbone of Emergency Response. The power and diversity of this system is often championed and praised, critiqued and ridiculed. From the outside, the 911 process looks simple, but it’s for from it. Participants will leave this class with a comprehensive understanding of dynamics making up the 911 system, informed to weaknesses inside the 911 system, given tools to fight division and build unity in their local Emergency Response system, and given tools for building a lasting legacy.


In this training class, participants learn proven ways to:

  • Comprehend the multiple and complex levels of Emergency Response
  • Understanding the detriments of a fractured 911 system
  • Harness the power of Pride and Ego
  • Build relationships and strategies for a “One Badge” mindset

About the Instructor:

Captain Jeremy Hill has served in a First Responder capacity since 1999.  He currently serves as Co-Manager of the consolidated 911 center in Amarillo, TX.  Under his direction, staffing has rebounded from a 40% deficit to a 100% fully staffed roster. Working through the ranks of the Amarillo Fire Department (AFD), Captain Hill performed duties in the communications center as a Dispatcher and Call Taker.  As a Lieutenant he oversaw the transition from a uniformed dispatch center to a civilianized center.

Captain Hill also leads the Critical Incident Stress Management team at his 911 center and at the Regional level.  Employee health and wellness are core values he champions at all times. From massage chairs, decompression rooms to therapy birds, he isn’t afraid to challenge the status quo of “we’ve always done it that way”.

Date/Time:
January 21, 2020, 8:00am – 5:00pm
Cost: Free


Creating a Magnetic Culture - Become the Agency that Everyone Wants to Be a Part Of

From Elite Public Safety Training:

Just what is a "Magnetic Culture" and why is this concept so critical to the success of your agency?  We will address the essential elements necessary to building an organization that Attracts, Selects, and Retains great employees.  In other words, "how do we Find 'em, Get 'em, and Keep 'em?"

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 22, 2020, 8:00am – 5:00pm
Cost: Free


Peak Performance in Managing Domestic Violence Calls

From The 9-1-1 Training Institute:

This is a one-day, 8 hour course that can make a career’s worth of difference in how you feel about & deal with DV calls! You’ll gain fresh knowledge and powerful skills to master one of the most common yet dangerous call types for everyone on the scene.

  • Become psychologically prepared to build a powerful connection with DV callers—the alleged victim and the Intimate Terrorist 
  • Boost your success & lower your frustration as the Very First Responder
  • Learn best-practice DV Call Assessment skills to increase safety for all on scene
  • Gain intervention skills to optimally manage DV calls and influence better outcomes
  • Exchange mistaken beliefs about DV callers that fuel judgments with fascinating new insights to peak perform and boost your resilience

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.

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


911 Peak Performance Through Optimized HomeLife

From The 9-1-1 Training Institute:

The ​standard ​range ​of ​traditional ​911 ​training ​topics ​is ​limited ​to ​those ​directly ​related ​to ​the ​workplace: ​ ​CAD ​proficiency, ​working ​the ​radio, ​handling ​certain ​call ​types, ​customer ​service, ​and ​hopefully ​also, ​stress ​management, ​among ​others. ​And ​all ​these ​topics ​are ​necessary, ​but ​they ​are ​insufficient ​in ​themselves ​to ​assure ​optimal ​performance ​of ​911 ​personnel. ​
A ​key ​factor ​determining ​how ​successful ​911 ​telecommunicators ​will ​be ​at ​work ​is ​how ​they ​manage ​their ​personal ​lives, ​because ​unmanaged ​personal ​distress ​has ​been ​shown ​to ​strongly ​affect ​work ​performance. ​So ​in ​addition ​to ​training ​in ​basic ​subject ​matter, ​911Pros ​must ​also ​be ​trained ​to ​become ​aware ​of ​and ​equipped ​with ​knowledge ​and ​information ​needed ​to ​take ​responsibility ​for ​management ​of ​their ​personal ​life ​issues—personal ​mental ​health, ​addictions, ​partnership ​and ​parenting ​issues. ​

This ​course ​is ​designed ​to ​help ​911 ​professionals:

1) ​explore ​ways ​in ​which ​personal ​issues ​may ​can ​affect ​work ​performance
2) ​boost ​personal ​acceptance ​of ​these ​challenges ​when ​present, ​and
3) ​apply ​class ​insights, ​skills ​and ​solutions ​in ​their ​personal ​and ​professional ​lives

***Accordingly, ​participants ​will ​be ​permitted ​to ​invite ​their ​partners/spouses ​to ​participate ​(at ​no ​extra ​charge) ​to ​foster ​this ​process***

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.

Date/Time:
February 12, 2020, 8:00am – 5:00pm
Cost: Free


Building a Life-Changing Team - Developing A Structure that TRULY Serves People

From Elite Public Safety Training:


Includes sessions on The Critical need for a Mission, Vision, and Values, Leadership Responsibilities, Personal Growth, and Succession Training.

  • Becoming a "Contagious" Colleague (in a good way, of course)
  • Essential Components of a Life-Changing Team
  • KSAs (Knowledge, Skills, and Attitudes) related to the Mission, Vision, and Values of Your Organization.

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:
February 18, 2020, 8:00am – 5:00pm
Cost: Free


Turbocharge Your Time: Outrageous Productivity in A World of Distractions

From The 360 Dispatcher:

Between shift work, mandatory overtime, and being on call, you need an effective system to accomplish all the tasks that await you, especially on your days off. Unfortunately, most 9-1-1 professionals are heroic caregivers who want to be of service, which often means they don’t know how to say “no” to people or effectively manage their time. This class provides effective, practical tools for managing time, getting organized, and dealing with procrastination and other productivity issues.

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:
February 20, 2020, 8:00am – 5:00pm
Cost: Free


Weather & Disaster Preparation for the Communications Center

From Hero Light:

The First First Responders comprehensive course in weather and disaster preparation for the Communications Center. This course is designed to give an in-depth study of natural, man-made, and terroristic disasters. We will look at the impact and reality of what centers experience in the face of such disasters and how to prepare for, mitigate against, respond with, and recover.

This course focuses on the roles of those involved; tips, tricks and best practices, combined with scenarios that have occurred at agencies across the nation and internationally when appropriate. Telecommunicators, supervisors and managers will leave with specific take away to apply at their agencies in the respective roles.

 

About the Instructor:

Dispatcher Tracy C. Ertl has dedicated 26 years to public safety communications, working as a communications supervisor for the last decade at Brown County Public Safety Communications, a consolidated 911 center in Green Bay, Wisconsin.  Tracy has served thousands of public safety students as a devoted APCO Adjunct Instructor, presenting nationally and internationally. She is also Publisher at TitleTown Publishing, a mainstream publishing house specializing in survival and police titles. Tracy founded HeroLight as a training company built to bring out the hero and happy in all people.

Date/Time:
February 26, 2020, 8:00am – 5:00pm
Cost: Free


Teamwork!  How to Lead and How to Follow

Elite Public Safety Training will send each participant back to their PSAP with tools to work as a team! Topics include:


7 Steps to Becoming an Outstanding Employee
10 Traits of Great Leaders and Followers
Developing an AWESOME Team

Yes, TEAMWORK is the answer to ultimate success!

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:
July 16, 2020, 8:00am – 5:00pm
Cost: Free

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