From the first line to senior staff, telecommunicators use communication skills to direct, inform, and persuade others to behave in a certain manner. These techniques help to keep our citizens safe so we can complete our overall mission to “Serve and Protect.” Understanding how we communicate with others while considering emotions, experiences, and levels of understanding allows us to convey clearer messages and engage in more effective use of our words, actions, and emotions.
Hiring the right fit and preparing those employees for a life-long journey in mental and physical wellness in this profession and beyond is the foundation of this course. Also, learning and finding tools to assist the 9-1-1 professional in managing vicarious trauma and the importance of deploying these resources in your daily life.
This course is a one-hour webinar-style course providing an overview of what PSAPs should know when considering implementing a Quality Assurance process. The course discusses the various recommended processes for conducting call review from how the call is answered and processed, as well as how the call is dispatched. The three major disciplines—Police, Fire, and Emergency Medical call processing are discussed in-depth. The new APCO/NENA ANS Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points is covered.
By offering a text-to-911 solution, you ensure you give all citizens access to public safety services. You will be presented with costs, as well as technical and operational considerations when making decisions to deploy a solution.
Telecommunicators within the 9-1-1 industry endure severe and repetitive stressors throughout their career. In order to combat the short and long-term effects on the Telecommunicators well-being, it is important to understand how the body reacts to stressful stimuli. This course highlights what body systems are affected by stress, how those systems respond to and recover from stress, and how the Telecommunicator can effectively manage stress for a more productive life.
A front line Supervisor in the PSAP is quite possibly the hardest yet most powerful position in the agency. This course will review a few of the biggest obstacles Supervisors encounter and give ‘best practices’ techniques to handle them. The discussion will cover the basic skills, knowledge and abilities needed in supervision, various leadership methods, conflict resolution, counseling and disciplinary, proper documentation and knowing your overall mission.
Emphasizes how stress affects human health and behavior. Stress can affect a person psychologically, emotionally, and physically. The course will examine how stress affects such diseases as cancer, hypertension, diabetes, and heart disease. Stress can also be related to environmental factors such as job and family life. Telecommunicators will learn stress management techniques that will aid them in dealing with stress on a daily basis.
This course will discuss the impact and rewards of a servant style leadership in the PSAP. It will introduce tools for Supervisors and Telecommunicators to help develop an effective team through Servant Leadership. Servant Leadership turns the power pyramid upside down; instead of the people working to serve their leader, the leader is there to serve the people. In this session, students will learn how to use this philosophy of serving to unlock, drive, motivate, and create higher-performing teams for better-fulfilled employees.
This course is designed to define terms associated with an active violence event, to identify tactics used by first responders with which the telecommunicator may not be familiar, and to discuss options when a person finds themselves in an active violence event.
This one-hour session will cover various personnel issues and explore options for addressing these issues. Supervisors often feel frustrated and helpless when confronted with negative behaviors from their employees. This course will review successful tactics that can be used to help guide the employees back to positive productivity.
Interpersonal Communication skills are essential for developing working and personal relationships. This course will explore the various skills involved with Interpersonal Communication. It will introduce why these skills are beneficial, how they are used, and when to use them. It will also cover the importance of handling confrontation properly, identifying triggers that could cause loss of temper, and how to manage difficult relationships.
This course explains the laws pertaining to FMLA, ADA, and hiring in basic terms. Real-world examples will clarify their purpose and we will further separate myth from fact by examining what they mean for daily operations in the PSAP. Attendees will walk away with an understanding of the most common HR issues and resources to help learn more.
Most supervisors view counseling and discipline as the most undesirable part of their job. However, they serve a vital purpose and when done correctly and consistently counseling and discipline can foster a productive and cohesive work environment. This course provides methods for conducting counseling, and explains the concept of progressive discipline and the benefits of doing it effectively.
This course will explore national standards for call answering, processing and screening for 911 call centers. It also promotes the need for standardized procedures and written polices as well as properly handling trouble reports.
This course will provide an understanding of the impact and challenges of an Autism Spectrum Disorder (ASD) Emergency on telecommunicators, responders, and family members and how to incorporate those challenges into skills needed to gather information when processing these calls for service.
De-escalation for Telecommunicators will provide you with career-building, career-changing, and, even, career-saving conflict prevention and conflict resolution communication tactics. You will learn how to make yourself a tactical communicator and keep physically and legally safe while reducing stress when dealing with citizens, fellow professionals, and in your personal life. This kind of “conflict management” involves using posture and body language, tone of voice, and choice of words as a means for calming a potentially volatile situation before it can manifest into physical violence.