-
Telecommunicator
September 28, 2026
8:30 am - 5:00 pm
- Emergency Telecommunicators
Capital Area Council of Governments - Cedar Training Room
Venue Phone: 512-916-6000
Venue Website: https://www.capcog.org/
Venue Address:
Description:
Enter the classroom through the CAPCOG training entrance, which is located under the metal awning near the main parking lot.
Walk down the long hallway to the room. Signs will be posted to help with direction.
Course Description:
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. In this presentation, the instructor will demonstrate customer service methods that may take call-takers a few extra seconds, but in the end will save minutes by creating a more comfortable environment of efficiency between the caller and the call-taker. 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.
Course Objectives:
The objective of this course is to provide each student with an understanding of:
- Who their customers are
- Why they should care about customer service
- Proper implementation of a customer service plan
- How to treat responders
- Internal Customer Service and how to maintain quality
- Using their coworkers as a resource
TCOLE Hours: 8
Course Prerequisites:
None
Course Materials:
- NENA provided course manual
- PowerPoint
Student Expectations:
All electronic devices are to be turned off or set to silent before the start of class. Students are expected to act in a professional manner, participating in the course, be courteous to the instructor(s) and your fellow participants. When applicable, students are expected to pass the final exam with a score of 70% or above.
Classroom Etiquette:
The classroom is a forum for the exchange of ideas. During the course of the term, questions and/or statements may be made that can and will stimulate different points of view. Everyone
has the right to express himself or herself and to be heard. Responses to varying opinions will be respectful and responsible. Class participants will treat their classmates with dignity and respect, both inside and outside the classroom.
Attendance Policy:
NENA offers all participants certificates of completion for our courses. Attendance is critical. Therefore, no more than 10% of class time may be missed. It is strongly suggested that
participants missing
Instructor: NENA
Special Instructions:
Dress Code: To promote a professional training environment, CAPCOG requires proper attire. Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG. CAPCOG provides training for the Emergency Communication Centers (ECC) in our region at no cost to 9-1-1 telecommunicators and their departments. When space is reserved for a 9-1-1 training class offered by CAPCOG, students or the supervisor who made the reservation must cancel such reservation at least two business days prior to start of the class.
For Questions
Contact Chanita Castilla, CAPCOG. 9-1-1 Training & Public Education Specialist.