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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 Emergency Communications

Current Classes

NENA-Center Manager Certification Program (CMCP)

****CLASS IS FULL**** NENA’s Center Manager Certification Program (CMCP) is designed to equip recently‐hired, newly‐promoted, and aspiring PSAP and 9-1-1 Authority Managers and Supervisors with the tools needed to effectively manage their agency through a rigorous 40-hour course of lecture and lab-based education. For more seasoned 9-1-1 professionals, the CMCP may serve to fill in some of the gaps and strengthen core competencies required in emergency communications center management.

Program Outline

  • What is a Center Manager?
  • Management vs. Leadership
  • Defining your Centers Culture
  • Designing an Organizational Structure
  • Business Communications
  • Right People in the Right Seats
  • Building an Effective Team
  • PSAP Consolidation
  • Legal Issues
  • Procedures Explained
  • Training and QA
  • Systems & Technologies
  • Finance
  • Procurement
  • Project Management
  • Media
  • Industry Best Practices
  • Center Report Card
  • Staffing Tool
  • Risk Management
  • Continuity of Operations

January 28, 2019, 8:00am –
February 1, 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.

February 7, 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).

February 7, 2019, 1:00pm – 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.

February 26, 2019, 8:00am –
February 28, 2019, 5:00pm
Cost: Free

Crisis Negotiation for Dispatchers

This course consists of proper telephone techniques, suspect profile investigation, do’s and don’ts, citizen/officer safety, and more.

March 5, 2019, 8:00am – 5:00pm
Cost: Free

Active Shooter Incident for Public Safety Communications 2nd Ed.

This course helps to educate telecommunicators about the many intricate issues and challenges posed by active shooter incidents and their response and the role the telecommunicator plays in each.

March 6, 2019, 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.

March 19, 2019, 8:00am – 5:00pm
Cost: Free

APCO Communications Center Supervisor

The APCO Institute Communications Center Supervisor course is designed for prospective, new or experienced communications supervisors who want to enhance their supervisory skills and knowledge.

Topics include:

The Telecommunications Supervisor Role

Liability Issues for Supervisors

Policies, Procedures and Directives

Communication Skills


Employee Evaluation and Motivation

Class lecture is supplemented by practical exercises that help students apply the lessons to their own agency policies and procedures. Students not only learn supervisory topics, but also learn how to work together in groups and cooperate to attain common goals.

April 9, 2019, 8:00am –
April 11, 2019, 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.

May 13, 2019, 8:00am –
May 15, 2019, 5:00pm
Cost: Free

NENA’s Tactical Dispatch for the Telecommunicator

Tactical Dispatch for the Telecommunicator:

In today’s communication centers, the need for Tactical Dispatchers is increasing. Agencies are sending their 9-1-1 Telecommunicators into field situations to staff communications vehicles for a variety of incidents. In this course, Telecommunicators will be given the background and training to transition into this different role.

Topics will include: What is Tactical Dispatching, factors in deployment, on scene roles and responsibilities, and proper use of common field communication technology.

May 22, 2019, 8:00am – 5:00pm
Cost: Free

NENA’s Disaster Planning for PSAPs

This course is a primer in disaster planning to help 9-1-1 professionals prepare for and survive calamities that can cause disruptions to PSAP systems and failures in overall PSAP operations. The class focuses on what every employee of a 9-1-1 center can do before, during, and after catastrophic events to ensure they are able to provide continuous service.

Attendees will examine the major systems found in most PSAP, including Computer Aided Dispatch, radio, GIS and mapping, power supply, 9-1-1 telephony, and mobile data, and learn what impact the failures of such systems have on PSAP operations.

Additionally, the class will address the backup procedures that PSAPs can implement and utilize in their effort to mitigate the impact of system failures. This offering employs a straightforward, non-technical approach, and provides both supervisory and non-supervisory PSAP personnel with the tools they need to help their PSAP withstand disasters.

May 23, 2019, 8:00am – 5:00pm
Cost: Free

Emotional Intelligence: The #1 Skill for Comm Center Success

From the "The Healthy 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 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.

June 11, 2019, 8:00am – 5:00pm
Cost: Free

Delivering Excellent Customer Service…When Dealing with Impossible People

From the "The Healthy Dispatcher" website:

Every organization has customers, otherwise they would have no reason to exist. Who are your customers in 9-1-1, and what do they want? This class explores the wide range of customers requiring service from 9-1-1 professionals, the only two things your customers want, and the three top concerns of difficult customers. The class provides ways to deliver amazing customer service and how to effectively rebound if you make a mistake with a customer.

June 12, 2019, 8:00am – 5:00pm
Cost: Free

NENA’s Interpersonal Skills

Course Description
Join us as we explore 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.

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.

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

The Power of Resilience: How to Thrive in 9-1-1

From the "The Healthy Dispatcher" website:

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; stress promoting 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.

July 31, 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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