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  • Telecommunicator
     April 29, 2024
     8:00 am - 5:00 pm

Capital Area Council of Governments - Cedar Training Room

Venue Phone: 512-916-6000

Venue Website:

Venue Address:
6800 Burleson Road, Building 310, CAPCOG Training Center, Austin, Texas, 78744, United States


Enter the classroom through the CAPCOG training entrance. This entrance is located under the metal awning near the main parking lot.

Walk down the long hallway to the room.  Signs will be posted to help with direction.

Calls involving mental health challenges are rapidly increasing & agencies are adopting a more proactive response. This one-stop class provides the base of knowledge needed to be combined with active exposure to calls. Students will be shown how to define and recognize various mental illnesses. We will cover suicidal ideation, the four common types of suicidal callers, and suicide by cop. Several calls will give students practice in utilizing the active listening skills wheel, caution phrases, The REACCT model, the behavioral change stairway, and the four triggers of the SAFE model. Class is appropriate for seasoned telecommunicators, the new, as well as those dedicated to mental health-related call taking.


Tracy C. Ertl owns and operates  HeroLight Training, LLC, a training & leadership company. Tracy spent three decades as a 911 professional taking and supervising life-saving calls, bringing that heart-pounding relevancy and perspective into the training courses provided by HeroLight Training LLC. In addition, she is a nationally recognized instructor on numerous public safety communications topics and specializes in crisis negotiations, active shooter incident management, health & stress management, and leadership empowerment.

Tracy C. Ertl also owns and operates TitleTown Publishing as a crime survivor, active threat survivor, law enforcement professional, and author seeking to change lives through the impact of powerful storytelling. As a subsidiary of TitleTown Publishing, Tracy has created The Tracy Agency to foster the development of new, up-and-coming authors to coach them to achieve their dreams of writing and being published.

When not reading or writing her blogs for Psychology Today and Humanizing the Headset, Tracy enjoys watching newly released movies; a childhood escape that she feels was instrumental in her creative development. In addition, she loves to travel, visit and mentor her grandson and three adult children, cycle, cultivate flowers and share her faith.

Website: https://herolighttraining.com

Special Instructions

Dress Code: To promote a professional training environment, CAPCOG requires proper professional attire. T-shirts, shorts, leggings, and flip-flops are prohibited.

Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG.

CAPCOG provides training for the Emergency Communication Centers (ECC) in our region at no cost to 9-1-1 telecommunicators and their departments.

When space is reserved for a 9-1-1 training class offered by CAPCOG, students or the supervisor who made the reservation must cancel such reservation at least two business days prior to start of the class. If not, payment for the class will be invoiced to the appropriate agency for the “no show”.

For Questions

Contact Pamela Frisk, CAPCOG 9-1-1 senior training & public education specialist.