Hostage Negotiation The FBI now recommends that communications professionals receive hostage negotiation training. Many hostage-incident contacts with law enforcement begin when the hostage taker calls 9-1-1. It is critical that the person who answers this call is trained. This class will prepare attendees to answer the call.

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 […]

Whether “tweeting” weather alerts, “posting” community notifications, or “sharing” hero moments…managing the entirety of staff social communications and media can seem a lot like trying to corral bees back into the nest with your bare hands. IN THIS PROGRAM: Discuss Standards of Conduct Understand Consequences of unmanaged communications Answer tough quest ions: Personal space or […]

Communications with Purpose (Moetivations)    This course focuses on professional and personal development in PSAPs & Comm Centers, leadership by example, antibullying, health & wellness for dispatchers & telecommunicators, morale boosters, and goal setting development. We inspire by real world examples, teach character as a daily behavior, and practice practical application of coping skills as well […]

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, […]

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 […]