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 […]