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

T:  (512) 916-6000
F: (512) 916-6001

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Classes for 9-1-1 call takers

Current Classes

NENA’s 9-1-1 Center Culture

Explore the vital elements for enhancing your communication skills both personally and professionally. This course will provide you with tools for identifying how both verbal and nonverbal communication impact the overall wellbeing of your 9-1-1 center. Each participant will leave class with a strategic plan for improved communication that will ultimately increase the potential for a harmonious work environment.

Course Objectives:

  1. Understand the energy you bring to the center
  2. Breakdown the Traits of a Professional
  3. Explore the culture of the community, and department you serve
  4. In Touch with Self – self help and support strategies
  5. How to handle and recognize stress, self-assessment
  6. Surviving the call - techniques for building resilience

July 23, 2019, 8:00am – 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.

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

Transformational Comm Center Leadership

From the "The Healthy Dispatcher" website.

The people in your PSAP are your most valuable resource and specific leadership approach can help keep them. Research shows that the best comm centers motivate their team members in a different way. This class outlines the power of a transformational approach, the keys to successful implementation, and offers specific ways to boost morale and improve retention, whether you’re a supervisor, lead dispatcher, or someone with leadership potential.

Participants will learn principles and tools to:

  • Embody the habits of a successful leader
  • Understand what effective leadership actually is
  • Identify their personal leadership style
  • Take actionable steps towards becoming the leader they want to be
  • Create a culture of success at the dispatch center

July 30, 2019, 8:00am – 5:00pm
Cost: Free

The Power of Resilience: How to Beat Dispatcher Stress

From the "The Healthy Dispatcher" website:

9-1-1 telecommunicators are resilient by nature—they’re caregivers to the world! But without careful attention and regularly check-ins, the challenges of the job can overwhelm even the most psychologically hardy. Research has shown that 9-1-1 telecommunicators who prioritize their resilience are happier on the job, feel more confident about their day, and experience greater life satisfaction. This presentation underscores the importance of resilience at both the personal and organizational level, and offers specific tools and strategies for more of it.

Participants will learn evidence-based practices to:

  • Understand the underlying cause of work-related chronic/traumatic stress
  • Dramatically lower stress levels and manage burnout
  • Limit their exposure to vicarious trauma
  • Maintain a healthy balance between work and home life

July 31, 2019, 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.

August 1, 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).

August 1, 2019, 1:00pm – 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.

August 5, 2019, 8:00am –
August 9, 2019, 5:00pm
Cost: Free

Emotional Intelligence: The #1 Skill for Comm Center Success

From The 360 Dispatcher Website:

You may think you’d be more successful if callers weren’t so annoying, or if your supervisor weren’t such a jerk, or if the work weren’t so stressful. The fact is your success is determined almost wholly by the level of your own emotional intelligence. This class explains the critical importance of emotional intelligence and how it applies to your daily work life, explores the four pillars of emotional intelligence, and provides proven ways to improve your emotional intelligence immediately.

August 20, 2019, 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.


  • 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.


Students must have successfully completed a formal, 40-hour basic telecommunicator training program. existing program. Students will also receive a demonstration of the Institute’s electronic Daily Observation Report (DOR) software Expectations: Evaluation Software  package.


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.

August 27, 2019, 8:00am –
August 29, 2019, 5:00pm
Cost: Free

We Are Team 9-1-1

As though speaking different languages, many people don’t communicate very well.  The culprit of this problem is usually a difference in personality style.  Style differences create variances in values, perceptions, motivation, and work approach.  These differences sometimes make it impossible to understand why people do what they do, why they avoid certain tasks, and why some people seem better suited to certain tasks and jobs. 

This interactive seminar is designed to create a more synchronous work environment by helping people understand the personality style and work habits so that efforts can be funneled toward completing the goals and mission of the organization.   

This seminar also teaches Emotional Intelligence and helps us understand the following as they related to the work environment:

Self-awareness—knowing one’s emotions, recognizing feelings as they occur, and discriminating between them.

Mood management—handling feelings so they're relevant to the current situation and you react appropriately.

Self-motivation—"gathering up" one’s feelings and directing oneself towards a goal, despite self-doubt, inertia, and impulsiveness.

Empathy—recognizing feelings in others and tuning into their verbal and nonverbal cues.

Managing relationships—handling interpersonal interaction, conflict resolution, and negotiations.

These skills and the way we see ourselves has crucial implications for employees, leaders, and team success.  

The following are targeted outcomes.  As a result of modifying behavior using the model, participants will move:

From preferred behavior to situational behavior
From natural behavior to learned behavior
From spontaneous behavior to considered behavior

Objectives of this class: 

To gain a heightened awareness of work/communication style
To understand innate motivation

Each student will complete an online DISC Assessment prior to class.

September 6, 2019, 8:00am – 5:00pm
Cost: Free

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