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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’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

Date/Time:
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.

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


Emergency Medical Dispatch (EMD)

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.

This course will be held at the Williamson County Emergency Operations Center, 911 Tracy Chambers Lane in Georgetown.

Date/Time:
July 29, 2019, 8:00am –
July 31, 2019, 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

Date/Time:
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

Date/Time:
July 31, 2019, 8:00am – 5:00pm
Cost: Free


Emergency Fire Dispatch (EFD)

* 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

This course provides instruction to students for giving accurate pre-arrival instructions in situations requiring a fire department response. 

Date/Time:
July 31, 2019, 8:00am –
August 2, 2019, 5:00pm
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, July 31st, August 5th, and August 6th 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®.

Date/Time:
July 31, 2019, 8:00am –
August 6, 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:
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).

Date/Time:
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.

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


RNS Dispatcher

This one- and half-hour class teaches attendees how to dispatch emergency alerts using CAPCOG’s regional notification system (RNS) through a role-based training session.

Those designated by their jurisdictions to send emergency alerts to the public using the RNS should enroll in this course; that may include emergency telecommunicators, emergency management personnel, peace officers, firefighters, and public information or relation officers.

This course will teach users how to do the following:

  • Sign into the Manager Portal
  • Run help and support
  • Define contacts, settings and permissions 
  • Launch incidents and ensure content is being delivered as desired

Attendees will need to bring a laptop and have their Everbridge credentials.

Date/Time:
August 12, 2019, 10:00am – 11:30am
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.

Date/Time:
August 20, 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.

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


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


“Moe"tivations Training & Leadership Academy

DAY ONE, TWO, THREE - MANAGEMENT WORKSHOP – 3 (8hr) sessions

Revive morale; improve coping skills; reduce the long term impact of crisis related stress. Reset common courtesies, customer satisfaction intentions, personal accountability, being mindful, encouraging increase in positivity; reduces gossip.

Communicating in a way that improves team during crisis, reduce bullying & intimidation; Practical Workplace Application.

Reset Discipline goals; Improving Manager & Staff interaction, noticing negativity and not tolerating toxic behaviors to spread throughout a team.

Review Leadership skills by example, as shown in the workplace

  • Mentoring: Supervisors in the workplace
  • Emotional Strength & Peer Support
  • Recognizing stress in yourself and others

Personal Development; notice improvement in the most unlikely individuals

  • Thrive-ability! Reveal Life Application techniques; Healthy lifestyles & hobbies
  • Encourage character based communications, discretion, honor


DAY FOUR & FIVE 4 (4hr) sessions 

  • Hire & Inspire
  • Time management
  • Change management
  • Conflict management

Date/Time:
September 16, 2019, 8:00am –
September 20, 2019, 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


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.

Date/Time:
October 9, 2019, 8:00am –
October 11, 2019, 5:00pm
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. 

Date/Time:
October 11, 2019, 8:00am –
October 15, 2019, 5:00pm
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®.

Date/Time:
October 11, 2019, 8:00am –
October 17, 2019, 5:00pm
Cost: Free

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