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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

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.

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.

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.

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.

This class has been canceled

9-1-1 call takers

More Information about the class »

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.

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).

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.

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.


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

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.

December 19, 2018, 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.

January 2, 2019, 8:00am –
January 4, 2019, 5:00pm
Cost: Free

Emergency Fire Dispatch (EFD)

Provides instruction to student for providing accurate pre-arrival instructions in situations requiring a fire department response. 

January 7, 2019, 8:00am –
January 8, 2019, 5:00pm
Cost: Free

Emergency Police Dispatch (EPD)

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®.

January 9, 2019, 8:00am –
January 10, 2019, 5:00pm
Cost: Free

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