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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

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:
August 22, 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:
August 22, 2019, 1:00pm – 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. existing program. Students will also receive a demonstration of the Institute’s electronic Daily Observation Report (DOR) software Expectations: Evaluation Software  package.

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


Emotional Intelligence: The #1 Skill for Comm Center Success

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.

Description provided by the 360 Dispatcher Website.

Date/Time:
September 4, 2019, 8:00am – 5:00pm
Cost: Free


EMD-Q Certification Course

* 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

Teaches how to use case review data to improve EMD performance

Date/Time:
September 4, 2019, 8:00am –
September 5, 2019, 5:00pm
Cost: Free


EFD-Q Certification Course

* 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

Teaches how to use case review data to improve EFD performance.

Date/Time:
September 5, 2019, 8:00am –
September 6, 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.

Date/Time:
September 6, 2019, 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:
September 23, 2019, 8:00am –
September 25, 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:
September 26, 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 Deaf Culture as well as the Americans with Disabilities Act (ADA).

Date/Time:
September 26, 2019, 1:00pm – 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.

Topic:
9-1-1 Emergency Communications

This class has been rescheduled - TBA


More Information about the class »

Cost: Free


Emergency Fire Dispatch (EFD)

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


***Course is split, October 11th & October 14th-15th  8:00-5:00***


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. 

Topic:
9-1-1 Emergency Communications

This class has been rescheduled - TBA


More Information about the class »

Cost: Free


Emergency Police Dispatch (EPD)

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

***Course is split, October 11th & 16th-17th 8:00-5:00***

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

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®.

Topic:
9-1-1 Emergency Communications

This class has been rescheduled - TBA


More Information about the class »

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:
October 22, 2019, 8:00am –
October 24, 2019, 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

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