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Classes for 9-1-1 Emergency Communications

Current Classes

Comm Center Supervisor

From Hero Light:

On the frontline, wedged between dynamic calltakers/dispatchers and administration, we find the modern day Comm Center Supervisor. In one day, supervisors will emerge refreshed, re-focused, empowered and ready to lead into Next Generation 911. Meant for tenured supervisors as well as those new to the mission, attendees will learn the latest techniques available for supervising present day 911 teams. Included will be real life help on increasing positive culture, reducing bullying, and adapting to quickly changing technology. Students will be led through exercises meant to increase resilience, confidence and overall health in the position. Detroit-based empowerment expert, Grace Liang will teleconference with all participants. Books of encouragement will be provided. Ideal for supervisors to attend alone or for teams to experience together. 

 

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 25, 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


Emergency Medical Dispatch (EMD)

* Course Held at: Williamson County Emergency Communications, 911 Tracy Chambers Lane, Georgetown 78626   (512) 864-8355

Point of contact: Melissa C. Martinez - mmartinez@wilco.org - 512-864-8282 Office

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:
March 2, 2020, 8:00am –
March 4, 2020, 5:00pm
Cost: Free


Emergency Fire Dispatch (EFD)

* 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

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

Date/Time:
March 2, 2020, 8:00am –
March 4, 2020, 5:00pm
Cost: Free


Emergency Fire Dispatch (EFD)

* Course held at Williamson County Emergency Communications, 911 Tracy Chambers Lane, Georgetown 78626 (512) 864-8355 

Point of contact: Melissa C. Martinez - mmartinez@wilco.org - 512-864-8282 Office

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

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


Pushing the Mower and Dumping the Baggage: Cultivating Employee Health & Wellness Through Leadership

From The Healthy Dispatcher:

It has become widely accepted that PSAP and Dispatch Centers are breeding grounds for burnout, PTSD, low job satisfaction, high employee turnover, poor morale, and low numbers of qualified applicants. This class drills down to the square roots causing this occupational cancer. It also articulates proven measures used to treat and combat this disease that is plaguing Telecommunicators worldwide. Be prepared to have decades of status quo and complacency challenged. This issue is an epidemic impacting the 911 system with dire consequences. The class was designed to equip participants with strategies and tactics to combat the demons afflicting the professional work force of Emergency Communications and Public Safety.

In this training class, participants learn from evidence-based studies to:

-Identify and target the hazards afflicting the 911 work force

-Case studies of the “status quo” ramifications

-How to remove the stigma of Employee Assistance

-Incorporate tangible success in improving Employee Health & Wellness

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:
March 9, 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:
March 11, 2020, 8:00am –
March 13, 2020, 5:00pm
Cost: Free


RNS Dispatcher

This training will concentrate on the policies and practices of sending basic notifications through CAPCOG’s Regional Notification System (RNS), Everbridge. Anyone unfamiliar with the Everbridge system and may be responsible for issuing emergency alerts and notifications to resident in the 10-county region should receive this training.

This course addresses the following learning objectives: 

  • Understand the purpose of the RNS
  • Understand the RNS Organizational Structure
  • Understand the process of sending a Basic Notification

Before you register, please ensure that your Everbridge credentials are valid by logging into the system before you register for the class. You will need to log in to the Everbridge system during the training. If you have any questions or need assistance with accessing your Everbridge credentials, please contact Matt Zimmerman

Each student is required to bring their own laptop and identification proving their employment with a valid Agency.  

Date/Time:
March 12, 2020, 10:00am – 12:00pm
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 often humerous approach is one of encouragement, motivation, and inspiration. 

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


Active Threat

From Hero Light:

Active Threat is designed to bring students face-to-face in a controlled environment with a multitude of active threat call scenarios faced by communication centers around the world. Students will learn what to ask and how when calltaking; dispatchers will be taught how to prioritize incoming information during this most unusual call type. Managers and directors will be provided with sample active threat policy and procedure documents to augment existing policy or implement new. Students will explore past & recent events, drawing from the in the trenches perspective of communications personnel who have worked and/or survived the ultimate test of resources and resilience. Attendees will have the opportunity to work with Las Vegas active shooter survivor, Bryce Wellman (Texas-based telecommunicator). 

In addition, pre-emptive resilience training to aid team survival will be provided by Austin-based trauma therapist & specialist, Rebecca Hubbard. A must for all teams. 

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:
March 24, 2020, 8:00am – 5:00pm
Cost: Free


Human Trafficking

From Hero Light:

Human Trafficking is a cutting-edge course for public safety designed to bring calltakers, dispatchers and field personnel inside the fastest growing criminal enterprise in the world. The state of Texas is in the top 5 states as a gateway for trafficking. Public safety personnel will learn the cause and what trafficking looks like in their communities. Students will be taught what questions to ask and how to process calls; while dispatchers will learn what information to look for. Guest instructors for the course include a San Francisco-area human trafficking survivor and modern-day rescuer on the front lines of this criminal epidemic. Critical information will be provided to help attending agencies formulate a plan to combat trafficking and assist the most vulnerable in their communities. Managers will receive assistance in creating effective policies and procedures to work alongside the latest information available. 

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:
March 25, 2020, 8:00am – 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:
March 27, 2020, 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:
March 27, 2020, 1:00pm – 5:00pm
Cost: Free


Emergency Police Dispatch (EPD)

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

Point of contact: Freddy Marmolejo amarmolejo@sanmarcostx.gov (512) 753-2181

Priority Dispatch Systems™ are recognized as an essential component of effective emergency dispatch.  The EPD Certification courses emphasize proper training to use the police protocol which are essential to the quality of emergency services delivered to the calling public.  The EPD course trains dispatchers through instructor-led lecture, discussion, video segments, audiotape review, hands-on practice, and role-playing.  The coursework spread over three days offers participants 24 hours of direct experience with ample opportunities to learn and practice the protocols.  Participants completing the courses are eligible for certification through the National Academies (or International Academies) of Emergency Dispatch®.

Date/Time:
March 29, 2020, 8:00am –
March 31, 2020, 5:00pm
Cost: Free


Creating a HiPer Agency

From Elite Public Safety Training:


Consider leadership skills which bring out the best of every member of the team and leads to the development of a High Performance Culture.

  • Developing a “World Class” Organization
  • What Leaders Must Do to Create a HiPer PSAP
  • Successful Teams Require Successful Leaders

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:
March 31, 2020, 8:00am – 5:00pm
Cost: Free


PSAP Managers Meeting

Join us for the first PSAP managers meeting of the year! We will be covering a variety of topics, and you will also have the option to pick up your Telecommunicator Week 2020 gifts.

Date/Time:
April 2, 2020, 1:00pm – 3:00pm
Cost: Free


NENA Liability Issues in the 9-1-1 Center

9-1-1 center personnel face exposure to legal liability both inside and outside the workplace. While some of this is unavoidable due to the nature of the job, training and illustration of potential pitfalls can serve to minimize potential risk. Drawn from real-world experiences, this course provides practical suggestions on limiting PSAP personnel and 9-1-1 center liability.

Attendees will hear about the concepts underlying legal terms like "liability,” "damages,” and "immunity.” Lessons learned from court cases will be used to provide examples of procedural violations that formed the basis of lawsuits against PSAPs. Finally, the concept of privacy in the dispatch center will be evaluated from a constitutional perspective and in light of the many rules governing the confidentiality of medical information.

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


Leadership and Your Legacy

From The 360 Dispatcher:

When you spend most of your waking hours at the comm center, you want your effort to mean something more than just the work you’re doing today. You want it to be meaningful and long-lasting, positively impacting the comm center and community long after you retired. Developing a great leadership style that empowers others is the single best way to make a lasting impact. This class explores the foundations of leadership and how to create a powerful legacy. ​

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:
April 9, 2020, 8:00am – 5:00pm
Cost: Free


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.

Date/Time:
April 13, 2020, 8:00am –
April 15, 2020, 5:00pm
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.

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


RNS Dispatcher

This training will concentrate on the policies and practices of sending basic notifications through CAPCOG’s Regional Notification System (RNS), Everbridge. Anyone unfamiliar with the Everbridge system and may be responsible for issuing emergency alerts and notifications to resident in the 10-county region should receive this training.

This course addresses the following learning objectives: 

  • Understand the purpose of the RNS
  • Understand the RNS Organizational Structure
  • Understand the process of sending a Basic Notification

Before you register, please ensure that your Everbridge credentials are valid by logging into the system before you register for the class. You will need to log in to the Everbridge system during the training. If you have any questions or need assistance with accessing your Everbridge credentials, please contact Matt Zimmerman

Each student is required to bring their own laptop and identification proving their employment with a valid Agency.  

Date/Time:
April 23, 2020, 10:00am – 12:00pm
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. 

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


Team Dynamics & Supervision

Teams are made up of individuals, all of whom have unique and separate talents, values, perspectives and goals.  These differences often make both team functioning and team leadership challenging.  As a precursor, this workshop will employ an individual assessment and a team assessment in order to provide data to address these differences.  

NOTE: Before the start of class, each student will be provided with a link to take a DISC assesment, and to disseminate to 6 employees to compile a personalized team assesment

Objectives

  • Increase each individual’s awareness of their communication style and the impact they have on others.
  • Improve team synergy including the acceptance of differences.
  • From team data, give supervisors and managers the ability to effectively lead these complex 911 units.

Learning Outcomes

All participants will leave with:

  • A deeper knowledge of why people do what they do.
  • An understanding of how unconscious goals affect behavior, motivation, interactional style, and leadership style.
  • An understanding of how to facilitate an environment that motivates everyone.
  • An understanding of how to help different styles work together as team members.
  • An understanding of the “challenges” of each style and how to create job fit.
  • A plan for addressing personality style differences in their work environment and for communicating with people no matter their style.
  • A better ability to hold others accountable.
  • An improved ability to have crucial conversations.

 

Agenda

  • Pre-assessment [prior to class] (10-12 minutes)
  • Sociometry (in-class group exercise)
  • Explanation of assessment results
  • Understanding personal style
  • Personality challenges in leadership
  • Pressure reactions
  • How to adjust style in order to improve communication
  • Crucial conversations
  • Practice scenarios for relationship development and communication

 

About the Instructor:

Dr. Riley Harvill is a leading expert in international training and development, with over twenty-seven years of experience working with Fortune 500 companies and municipalities in the areas of leadership, communications, executive coaching, team building, and talent management strategies. He was an associate professor of counselor education at the University of North Texas for 14 years as director of clinical studies.  He also served on the faculty at Louisiana State University and the University of Hong Kong (from 1989-1990) where he taught in residence and on outreach throughout Asia. He has published extensively, and one of his books has been translated into five languages and has been a top-selling textbook in its field for the past twenty-four years.

Date/Time:
May 6, 2020, 8:00am –
May 7, 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


RNS Dispatcher

This training will concentrate on the policies and practices of sending basic notifications through CAPCOG’s Regional Notification System (RNS), Everbridge. Anyone unfamiliar with the Everbridge system and may be responsible for issuing emergency alerts and notifications to resident in the 10-county region should receive this training.

This course addresses the following learning objectives: 

  • Understand the purpose of the RNS
  • Understand the RNS Organizational Structure
  • Understand the process of sending a Basic Notification

Before you register, please ensure that your Everbridge credentials are valid by logging into the system before you register for the class. You will need to log in to the Everbridge system during the training. If you have any questions or need assistance with accessing your Everbridge credentials, please contact Matt Zimmerman

Each student is required to bring their own laptop and identification proving their employment with a valid Agency.  

Date/Time:
May 14, 2020, 10:00am – 12:00pm
Cost: Free


Positive Interactions with Difficult People

From The Healthy Dispatcher:

Difficult callers are the norm in 9-1-1, and negative interactions with these types of callers can quickly go sideways. Stressed calltakers who are not equipped with the right communication skills for these moment are more likely to further irritate callers by being short or using a rude tone. In addition to exposing their agency to potential liability, frequent negative interactions can cause a calltaker to leave the profession more quickly. In addition to improving calltaking ability, participants will learn ways to effectively navigate interpersonal conflict within the comm center (which can be even more stressful than on the phone).  

Participants will learn proven strategies to:

  • Stay present and courteous even when they’ve lost patience
  • Defuse conflict and regain common ground
  • Effectively give and receive criticism
  • Become more aware if they’re the problem, and take ownership of the solution

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.

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


Effective Supervision: How to Get the Most Out of Your People

From The Healthy Dispatcher:

One of the most difficult positions in emergency communications is supervisor. One day you’re one of the group, the next day you’re their boss, with little preparation for the new role. This class explores goal setting, delegating, praising and disciplining, the critical importance of following up, managing vs. micromanaging, critical thinking skills and problem solving, and how to most effectively interact up the chain of command.

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.

Date/Time:
May 27, 2020, 8:00am – 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


Millennials in the Workplace / Creating a “World Class” Organization

This class will consist of two 4-hour workshops:

Millennials in the Workplace

  • What this means for the PSAP
  • How to recruit and retain Millennial employees
  • Developing a collaborative climate
  • What Millennials can Teach our organization

Creating a "World Class" Organization

  • What does it mean to be "World Class?"
  • Characteristis of all WCOs
  • Being "World Class" has noting to do with size or locality
  • The importance of Work-Life balance
     

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:
June 9, 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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