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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

TLETS/NLETS

Provides instruction to the student for utilizing the TLETS/NLETS law enforcement computer systems.

Date/Time:
August 14, 2018, 8:00am –
August 16, 2018, 5:00pm
Cost: Free


Active Shooter for Telecommunicators

Unfortunately it’s not if, but when. Is your agency prepared for an Active Shooter incident? While no amount of training will ever fully prepare Telecommunicators for this type of overwhelming event, this class will cover a number of topics to save seconds, and seconds save lives. Students completing this course will recognize an active shooter incident, discuss the history of active shooters, and recognize potential warning signs of an active shooter. The students will learn the questions to ask callers, and be familiar with instructions to give callers in an active shooter situation. 

Date/Time:
August 28, 2018, 8:00am – 5:00pm
Cost: Free


Active Shooter for Telecommunicators

Unfortunately it’s not if, but when. Is your agency prepared for an Active Shooter incident? While no amount of training will ever fully prepare Telecommunicators for this type of overwhelming event, this class will cover a number of topics to save seconds, and seconds save lives. Students completing this course will recognize an active shooter incident, discuss the history of active shooters, and recognize potential warning signs of an active shooter. The students will learn the questions to ask callers, and be familiar with instructions to give callers in an active shooter situation. 

Date/Time:
August 29, 2018, 8:00am – 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:
September 10, 2018, 8:00am –
September 14, 2018, 5:00pm
Cost: Free


The Conscious Employee

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 19, 2018, 8:00am – 5:00pm
Cost: Free


Dr. Tania Glenn Trauma and Resilience Workshop

Dr. Glenn works exclusively with Public Safety and Military personnel to educate, treat, and support those affected by trauma. She has worked with several agencies in our region to help set up Peer Support programs that help people recognize and support those affected by the trauma we experience.

This workshop is designed to educate participants on the types and effects of stress that confront professionals who serve in stressful occupations.  The course employs hands-on, reality based examples that are both useful and enlightening, as well as lessons learned from the experiences of the instructor.  Participants will be provided with the necessary tools to recognize and understand the signs and symptoms of stress, to recognize the types of incidents that will need follow-up care, and effective ways for managing stress.

Date/Time:
September 21, 2018, 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:
September 25, 2018, 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:
September 25, 2018, 1:00pm – 5:00pm
Cost: Free


TCIC/NCIC Less Than Full Access

Provides instruction to the student for utilizing the state and national law enforcement computer systems.

Date/Time:
October 2, 2018, 8:00am – 5:00pm
Cost: Free


TCIC/NCIC Full Access

Provides instruction to the student for utilizing the state and national law enforcement computer systems.

Date/Time:
October 2, 2018, 8:00am –
October 3, 2018, 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:
October 9, 2018, 8:00am –
October 11, 2018, 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:
October 11, 2018, 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:
October 11, 2018, 1:00pm – 5:00pm
Cost: Free


NENA Overcoming Negativity in the Comm Center

Does the sign on your communications center door read, "Enter at your own risk?” Are negative attitudes poisoning the relationships in your center and affecting overall performance? You have the power to help turn things around, improve morale, and create a healthy and happy work environment! The ALIVE Principle will give you the tools to fight negativity in your PSAP and in your personal life.

By the end of the day, you will be able to define negativity, identify the characteristics of optimists, pessimists and realists, and understand the differences between perceptions and expectations. Through interactive group exercises, you will see the ways that negativity presents itself through internal, external, and verbal pathways, and learn how to deal with negative behavior and combat cancerous attitudes. Come to this course and learn to keep a positive attitude ALIVE!

Date/Time:
October 29, 2018, 8:00am – 5:00pm
Cost: Free


NENA Leadership in the 9-1-1 Center

It’s not the title that one attaches to their name, but the ability to effectively manage, motivate, and mediate that makes a person a leader. This course is for current or soon-to-be PSAP supervisors who wish to enhance their understanding of the tools and traits necessary for effective leadership in the communications center.

By focusing on the interpersonal elements common to the 9-1-1 center and discussing different manners of leadership, attendees will learn how to move from a transactional style of leadership to a more productive transformational style that utilizes remediation, interest-based negotiations, and re-framing tools to ensure the focus remains on people. The class also explores the benefits of knowledge of self, staff, organization, and the world. With heightened self-awareness and some new and useful techniques, attendees will return to their jobs with an increased ability to lead their team and meet their personal and professional goals.

Date/Time:
October 30, 2018, 8:00am – 5:00pm
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 thenature 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. The hiring and management of personnel and dispatch center operations will be examined from the standpoint of compliance with federal and state laws that regulate these areas. 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:
October 31, 2018, 8:00am – 5:00pm
Cost: Free


NENA Customer Service for 9-1-1 Professionals

In the world of emergency services, the term customer service takes on a completely new meaning. This course will begin by identifying the customer base for a 9-1-1 center. This is a broad spectrum that includes those calling 9-1-1 to report an emergency, those that we send out in response to a request for help, and everyone in between. Once our customers have been identified, we will examine the interaction that takes place on each level and the positive or negative impact resulting from the quality of customer service provided.

This course stands out from other customer service courses in that it does not teach you merely to be polite and compliant. The course objective is to assist you in learning to provide the appropriate level of customer service in the most professional manner possible.
 

Date/Time:
November 1, 2018, 8:00am – 5:00pm
Cost: Free


NENA Recruit, Hire, Retain, & Promote for Success

Keeping a PSAP fully staffed can be a challenge for any agency. The desire to keep console seats filled paired with the need to fill them with qualified and reliable employees is one of the more difficult tasks 9-1-1 Centers can face. The next phase of this process is retaining the employees you have hired by actively investing in their careers as public safety professionals.

This course provides information on how to positively promote a career in the Emergency Communications field. Areas of review include how to clearly define minimum qualifications and how to determine proper staffing levels. Additionally, the course will provide information on how to keep the seats filled once the hiring process is complete. This portion will include training, performance measurement, work environment, and recognition.

Date/Time:
November 2, 2018, 8:00am – 5:00pm
Cost: Free


The Healthy Dispatcher’s The Power of Resilience

This 8-hour class provides emergency dispatchers with the knowledge and tools to mitigate the serious risk posed by 9-1-1 work-related stress.

Topics include: Physiology of the stress response; three elements of stress theory; why the dispatcher job function is so stressful and what to do about it; stresspromoting vs. stress-reducing diet; nutrition and stress; 7-step action plan for managing fear; self management tools for creating more free time; stress resilience strategies to go from habitually reacting to proactively responding.

Date/Time:
November 27, 2018, 8:00am – 5:00pm
Cost: Free


The Healty Dispatcher’s Positive Interaction With Difficult People

This 8-hour class provides emergency dispatchers with an increased capacity for attentiveness and patience with callers and coworkers.

Topics include: Why is communication so challenging at 9-1-1?; the impact of stress on the quality of communication; the elements of effective communication; understanding the four basic personality types and how to interact with each; powerful strategies for conflict resolution; how to give and receive criticism; ways to reduce the frequency of negative interactions.

Date/Time:
November 28, 2018, 8:00am – 5:00pm
Cost: Free


The Healthy Dispatcher’s Transformational Leadership

This 8-hour class provides emergency dispatch supervisors and frontline operators the awareness and tools to demonstrate leadership through all of their daily activities, at work and at home.

Topics include: The foundations of transformational leadership; why leadership doesn’t end with the work day; how to apply leadership in all areas of life, both at work and home; the competencies of exceptional leadership; fear and stress as the primary obstacle to transformational leadership; how to lead in challenging times.

Date/Time:
November 29, 2018, 8:00am – 5:00pm
Cost: Free


TTY Refresher

Intermediate - Understanding deaf culture and the use of 9-1-1 TTY/TDD equipment.

Date/Time:
December 1, 2018, 12:00am –
December 31, 2018, 11:30pm
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:
December 4, 2018, 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:
December 4, 2018, 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.

Date/Time:
December 10, 2018, 8:00am –
December 14, 2018, 5:00pm
Cost: Free


PowerPhone Your Role in Suicide Intervention

Fifty percent of call takers will face a suicide call during their careers. That’s because many victims call 911 as a last resort. Are you prepared to guide a suicidal caller to safety? The knowledge you gain by attending PowerPhone’s Suicide Intervention training class will be the best weapon to have when lives are at stake.

Topics

Social explanations
Male vs. female suicide
Adolescent and elderly suicide
Methods of intervention
Listening barriers
Hostage negotiation techniques
Responder safety
Utilizing specialized resources

Outcomes: Think quickly; Spot key warning signs; Act with confidence

Date/Time:
December 18, 2018, 8:00am – 5:00pm
Cost: Free


PowerPhone Rewind

This course was developed to prevent or relieve many of the emotional pitfalls that filter into the Communications Center. When problems are evident, it may lead to employee regression, frustration, and sometimes depression. Left unattended, these factors impact performance and wholesome human relations. This course empower students with techniques to help change behavior before it’s "too late" for the individual worker and/or agency.

Date/Time:
December 19, 2018, 8:00am – 5:00pm
Cost: Free

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