Training

Active Shooter Incidents for Public Safety Communications Active shooter incidents and the response to them pose several unique concerns for all facets of public safety including public safety communications. Many issues make responding to an active shooter incident more difficult than other armed subject calls or violent in-progress incidents. These types of incidents historically have […]

In this one-day program, topics include: The nature of stress, stress disorders (acute/traumatic, chronic), and the mental and physical health impacts of unmanaged stress Negative impacts of traumatic stress on personal health and work performance Importance of supporting and personally embracing proactive stress management Utilization of specific skills activating the Relaxation Response Principles and skills […]

Focus: Effective Communication for the Dispatch Center 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 […]

Bullying is prevalent in the workplace, and America’s 9-1-1 communication centers are no exception. The number of U.S. workers affected by bullying is a staggering 65.6 million. These behaviors can not only hurt morale and cause employee health issues, they can also pose a legal liability for employers, especially those located in states that have […]

Communications Center Supervisor (CCS) 3 Day Class The APCO Institute Communications Center Supervisor Course is designed for prospective, newly appointed or experienced communications supervisors who want to enhance their supervisory skills and knowledge. Recommended for current communications center supervisor or those seeking supervisory positions. TOPICS INCLUDE: The Telecommunications Supervisor Role Liability Issues for Supervisors Policies, […]

“A Victim’s Plea; Meeting Expectations” (8-Hour) In this full-day course, students are exposed to a riveting, emotional roller coaster of critical 911 failures that occurred the night Denise was kidnapped, raped, and murdered.  Nathan Lee, founder and President of the Denise Amber Lee Foundation, and a 911 professional tie together the elements of the Denise […]

“A Victim’s Plea; Meeting Expectations” (8-Hour) In this full-day course, students are exposed to a riveting, emotional roller coaster of critical 911 failures that occurred the night Denise was kidnapped, raped, and murdered.  Nathan Lee, founder and President of the Denise Amber Lee Foundation, and a 911 professional tie together the elements of the Denise […]

“Best Practices of a Successful CTO: Training the Adult Learner” (8-Hour) During the 8-hour training session, we will revisit and refresh the minds of your CTOs.  As the greatest initial influence of new telecommunicators and as a representative of your agency, we will discuss the vital role of setting the standard and direction of your […]

In the past two years, we have seen more civil unrest than occurred in the previous 40 years. With this backdrop, police officers have been the target of assassinations. This class will address your role in community-oriented policing, cultural diversity, de-escalation techniques and responder targeting. There is no other class on the market that addresses […]

There’s a well-known Chinese proverb that says, “Give a man a fish, and you feed him for a day. Teach a man to fish, and you feed him for a lifetime.” This course is about becoming a great leader and creating a positive legacy—one that you’ll live on a daily basis. Along with that comes […]

Some people seem to have everything they want in life while others yearn for more. What do successful people know and practice that others don’t? This course is about much more than just traditional time management and organizational skills—it shows you how time, organization, health, money, weight, and other life and career concerns are connected. […]

NEW This class has been created to bring telecommunicators up to speed on the technological terrorism and the “Internet of Things” that are plaguing our 9-1-1 centers across the nation. We will discuss getting back to the basics of identifying ANI/ALI & mapping knowledge and the importance of understanding all of the information displayed. We […]

9-1-1 Center Supervisor Program (3-day Course) NENA Learn and practice the art of supervision by utilizing a team-based, performance-centric approach that delivers immediate positive results. New supervisors will gain the skills they need to succeed in their positions, and experienced supervisors will leave with updated, refreshed skills that further their careers.

From college campuses to workplace violence and mall shootings, active shooters are a unique challenge for law enforcement agencies – and not just for the officers who respond to the scene. In this course, students learn about the mentality and motivations of the active shooter and build a solid knowledge base for handling these incidents.

Fear and resistance are the biggest obstacles in our way, obstacles we don’t talk about nearly enough. We avoid promotion because we’re afraid of rejection. We don’t speak up because we might embarrass ourselves. We gossip, criticize, and blame out of fear that we ourselves won’t be good enough for others. All of this affects […]

Communications personnel are often the first to deal with a person in the midst of a crisis. We recognize emotions, not rational thinking, are the driving force that alters behavior and actions of the person in crisis. Many times, these calls are for barricaded individuals, mentally ill people in crisis, suicidal persons, domestic violence situations […]

PowerPhone’s bestselling Domestic Violence Intervention course arms telecommunicators with the latest tactics for handling these incredibly volatile and complex incidents.  Public Safety Telecommunicators will learn what questions to ask and what instructions to give when faced with different types of domestic violence 911 calls. Dispatchers will also benefit from an in-depth look at courtroom testimony […]

With high-risk law-enforcement-related 911 calls on the rise and officer deaths up, the focus on officer safety has never been more critical. As a 911 call handler, you are a vital link in the emergency response chain. You are also the lifeline to responding officers. Protecting Law Enforcement Responders: The Dispatcher’s Role teaches you about […]

When you spend most of your waking hours at the comm center, you want your effort to mean something more than just the work you’re doing today. You want it to be meaningful and long-lasting, positively impacting the comm center and community long after you retired. Developing a great leadership style that empowers others is […]