Course Description
9-1-1 & the TTY Caller >>
This four-hour course meets the training requirements of the Department of Justice with regard to telecommunicator performance in compliance with the Americans with Disabilities Act (ADA). Instruction covers topics such as deaf culture, communication style, and legal requirements of ADA as it pertains to emergency communications and access. Identifying and processing calls from TTY callers is extensively covered. The course is highly recommended every six months while employed as a telecommunicator; participants will practice processing calls with standalone TTY’s and those in the Denco District will utilize the NG9-1-1 phone equipment for practice. Students must demonstrate proficient use of TTY equipment to pass this course.
Active Shooter for Telecommunicators >>
This one-day course examines the Active Shooter, an individual actively engaged in killing or attempting to kill people in a confined and populated area. Students will examine active shooters and various incidents and will cover appropriate telecommunicator actions including questioning techniques, identification of call types that may lead to an active shooter incident and immediate deployment of law enforcement to stop the shooting and mitigate harm to victims.
Advanced Communications Training Officer (CTO) >>
This one-day course provides participants with advanced concepts for on-the-job training in a 9-1-1 center incorporating proven adult training techniques. The instruction will cover the knowledge, skills, and abilities to effectively train and evaluate new public safety communications center employees in the performance of their duties, in an on-the-job setting. This interactive workshop provides certified training officers with new approaches to delivering information that result in quicker and more effective learning.
Advanced Family Violence >>
This one-day course is designed for telecommunicators who have previously completed the SAFVIC for Telecommunicators Course or for those who desire more in depth information regarding domestic violence and sexual assault calls. The course includes a thorough discussion on victim and abuser behavior, the telecommunicator’s role in providing compassion and empathy during a call, resources within the community, the 9-1-1 call and prosecution. Class participants will conduct several case studies and engage in group discussion regarding domestic violence situations.
Advanced Fire Communications >>
This one-day advanced fire dispatch course focuses on a broad range of topics and scenarios. A case study format is used to help experienced telecommunicators enhance understanding of fire dispatch related topics. The course will cover mass casualty incidents, fire terminology, incident command, multi-alarm fires, HazMat, weather and other challenging incidents requiring complex fire services response.
Advanced TCOLE Instructor >>
This five-day advanced instructor course is a professional skill development training for participants seeking a TCOLE Advanced Instructor Certificate. The course will cover advanced theories about the adult learning process. Topics include characteristics of the four generational stages, identification and evaluation of instructional methods and techniques, perception and cognitive learning influences, task analysis and needs assessment. Participants should bring a laptop to class for use in writing learning objectives and developing teaching materials and lesson plans. Student prerequisites include holding a TCOLE Basic Instructor license/certificate for at least three years.
Basic Tactical Dispatcher >>
This three-day course covers the telecommunicator role in handling extreme situations and critical incidents involving tactical operations. Specific topics include intelligence gathering, disseminating information, incident command and negotiating with callers. Telecommunicators who successfully complete this training will be competent to provide incident management assistance in the Command Post by providing and assuming responsibility for on-scene communications, documentation and resource accountability support. This course is restricted to TCOLE licensed telecommunicators with two or more years of experience.
Basic TCOLE Instructor >>
This five-day Basic Instructor Certification course is designed to provide the basic concepts of classroom instruction and to increase the quality of professional training. This course introduces the student to the teaching-learning process, phases of the teaching-learning process, factors affecting learning, preparing a lesson plan, adult learning techniques and methods of instruction. The students learn how to develop and use instructional media to enhance their presentations. In addition, the fundamental techniques of developing testing and evaluation procedures will be presented. Students are strongly encouraged to bring a laptop computer with word processing and presentation software. (e.g. PowerPoint, Keynote, Prezi, etc.) Student prerequisites include two years of experience as a peace officer, telecommunicator, or jailer.
Basic Telecommunicator >>
This ten-day course, required by TCOLE within the first year of appointment, is designed to provide the new career Telecommunicator with an understanding of the emergency communications environment, and the core competencies in both emergency and non-emergency situations. This course will cover topics such as introduction to the telecommunicator career, interpersonal communications, call processing, emerging and traditional technologies, TTY Telematics, CAD and radio technologies, radio communication techniques, call classifications and liability issues, ethics, cultural diversity, crisis communications and stress, health and awareness. Students are required to successfully complete numerous in class exercises, quizzes and a final exam. Successful completion of this course is required to be eligible to take the Texas State Telecommunicator Licensing Examination. Pre-requisites: Students must meet TCOLE hiring mandates, possess a Personal Identification Number (PID) and hold current CPR certification.
Best Practices of a Successful QA/QI Program >>
This one-day course examines missed opportunities and mistakes that were instrumental in the path to creation of the first ANSI Standard for the Establishment of a Quality Assurance and Quality Improvement Program for Public Safety Answering Points. The standard identifies quality assurance and improvement processes for 9-1-1 telecommunicators to ensure call taking and radio dispatch actions are delivered at the highest possible standard. It recommends best practices for implementing the QA/QI program to evaluate the performance of public safety communications personnel.
Cardiac Emergency Communications >>
This four-hour course is designed to assist Telecommunicators in identifying situations where CPR is necessary. This course will review various call-taking techniques to effectively help telecommunicators talk a caller through the CPR process. Participants must hold current CPR certification as a prerequisite. This course is a TCOLE requirement for students licensed after 2022 and is covered in the Basic Licensing Course for new telecommunicators.
Cardio Pulmonary Resuscitation (CPR) >>
This four-hour course meets the requirements for Emergency Medical Dispatch, Cardiac Emergency Communications and Basic Telecommunicator prerequisite. Training follows the protocol and lesson plan of the American Heart Association including the five links in the adult Chain of Survival: Immediate recognition of cardiac arrest and activation of the emergency response system; Early cardiopulmonary resuscitation (CPR) with an emphasis on chest compressions; Rapid defibrillation; Effective advanced life support; and Integrated post-cardiac arrest care. Participants will be required to demonstrate CPR on an adult and an infant mannequin as well as complete a written test for certification.
Communications Training Officer (CTO) >>
This three-day course covers the key components and elements of a one-on-one training program, with a focus on using the Daily Observation Report (DOR). Attendees will learn about the essential aspects of running a successful program, including the roles and responsibilities of both trainers and training coordinators, as well as techniques for motivation, counseling, documentation, and addressing liability issues. The course emphasizes adult learning styles and includes interactive class activities. This course is compliant with APCO ANS 3.101.3-2017. To receive certification, students are required to participate in the class activities and complete a written exam with a minimum score of 85%. A prerequisite for this course is one year of experience as a telecommunicator.
Customer Service >>
This four-hour course provides an overview of the roles and responsibilities of public safety communications professionals in providing quality customer service to 9-1-1 callers and colleagues. Participants will learn how to better identify customers and opportunities to provide outstanding customer service in the 9-1-1 environment.
Deadly Calls and Fatal Encounters >>
This one-day comprehensive course is designed to provide invaluable training to both new and experienced Telecommunicators, as well as sworn Law Enforcement personnel. By delving into the intricacies of the risks associated with responding to calls for service, participants are equipped with the necessary tools and knowledge to navigate these potentially hazardous situations with confidence and attentiveness.
Dealing With Suicidal Callers >>
This four-hour course will provide Telecommunicators with the background knowledge and skills necessary to properly handle calls from suicidal callers. The participants will examine common myths about suicidal individuals and will be provided with specific techniques to potentially diffuse the volatile situation for both the caller and responding personnel.
EMD Certification >>
This three-day course certifies the telecommunicator as an Emergency Medical Dispatcher through Priority Dispatch. This training will help participants master the protocols for taking and processing emergency medical calls from the public and dispatching appropriate resources. Participants will learn how to handle difficult callers, identify the correct chief complaint, assign needed resources, effectively communicate between responders and callers, and provide lifesaving support. This is hands-on training with real life examples and exciting audiovisual tools. Students must hold current CPR certification.
EMD Pro QA >>
This four-hour Pro QA tutorial class is designed for agencies that use Pro-QA software. It is for new EMDs who have not used ProQA and EMDs who would like more practice.
EMD Q Certification >>
This two-day intensive training program provides participants with the tools and understanding to properly evaluate and score the six elements of the Priority Dispatch Systems. Participants will be able to identify ways of measuring effective performance, discuss the ability to design and implement a quality management records system and give instructions for developing continuing dispatch education that addresses identified performance problems. Prerequisite is Basic EMD Certification.
EMD Q Meeting >>
This meeting is for telecommunicators who have completed the EMD Q certification requirements and are currently serving as an EMD quality assurance representative for their agency. Meeting participants will review calls and discuss ways to enhance the process for quality assurance.
Fire Communications >>
This two-day course focuses on communication, management, apparatus and functionality in handling calls related to fires. Participants will identify common Fire Department apparatus and defined capabilities. The course will cover the Fire Triangle, various classes of fire, and common fire terms of importance to the telecommunicator. Participants will learn critical information needed in specific fire calls including HazMat situations and will have an enhanced understanding of the role of the dispatcher in NIMS.
Hazmat Incidents >>
This four-hour course will provide background knowledge and skills necessary to properly handle incidents involving various hazardous materials (HazMat). Participants will learn to properly classify hazardous materials based on information received from callers. Topics include obtaining information from marking systems, available local and national resources, and various response implications.
Human Trafficking for Telecommunicators >>
This one-day course is designed to increase awareness of the issue of human trafficking and its effects on the local community through the exposure of information including: victim identification, investigation, rescue and prosecution considerations, and service provider availability. Participants will discuss development of a coordinated community response and the inter-connectivity of state, federal and global human trafficking concerns.
Leadership in the 9-1-1 Center >>
This one-day course is for current and aspiring ECC supervisors who wish to enhance their understanding of the tools and traits necessary for effective leadership in the communications center. By focusing on the interpersonal elements common to the 9-1-1 center and discussing different manners of leadership, attendees will learn how to move from a transactional style of leadership to a more productive transformational style that utilizes remediation, interest-based negotiations, and re-framing tools to ensure the focus remains on people. The class also explores heightened self-awareness and new techniques to support increased ability to lead teams and meet personal and professional goals.
Liability Issues in the 9-1-1 Center >>
This one-day course will cover the issue of 9-1-1 center personnel exposure to legal liability in the workplace. While some liability exposure is unavoidable due to the nature of the job, training and illustration of potential pitfalls can serve to minimize potential risk. Drawn from real-world experiences, this course provides practical suggestions on limiting ECC personnel and 9-1-1 center liability. Attendees will learn the concepts underlying legal terms like “liability,” “damages,” and “immunity.”
Life on the Line >>
This one-day course is required for all new telecommunicators in the Denco Area 9-1-1 District within the first 90 days of employment. Instruction covers the 9-1-1 system, equipment features, functionality and procedures, ALI discrepancies, contacting support personnel, etc. This training includes communication and 9-1-1 mapping software training and may be taken as a basic refresher class.
Managing Burnout and Reclaiming Balance >>
This two-day interactive workshop will introduce participants to the psychology and biology that induces both protection on the job but can also lead to burnout. Participants will learn to assess burnout and mental health, apply techniques to address burnout states, and design a proactive action plan for the future.
Mass Casualty Incidents >>
This four-hour course provides an overview of mass casualty incidents (MCI) for the 9-1-1 center. MCIs can quickly overwhelm resources creating significant challenges for the telecommunicator. Scenarios such as aircraft incidents, flooding, tornados, mass shootings, highway and lake incidents will be used as case studies to examine what went right and important lessons learned.
Mental Health 9-1-1: Identifying and Responding to Crisis >>
This one-day course will explore the mental well-being of the people ECC personnel talk to every day. Participants will learn how to recognize different mental health issues like Schizophrenia, Bipolar disorder, OCD, Depression, Autism, and others. The course will include focus on mental health for Telecommunicators and responders, including examination of the higher suicide rates among first responders and ways to identify those signs. Participants will learn about the symptoms of PTSD, C-PTSD, and other mental health conditions that might be experienced in public safety.
Missing Person Advisory Programs >>
This four-hour course will provide an overview of the various Texas programs for dissemination of qualifying missing person advisories. The State Operations Center (SOC) coordinates the dissemination of advisories through the State Network. These alerts are commonly known as the AMBER, Silver, Blue & Endangered Missing Persons Alert Programs. The goal of the State Network is to rapidly notify the public of specific missing person cases, promoting tips and leads to law enforcement. Any law enforcement agency can make a request to activate the State Network. Each alert program contains criteria designed to ensure network integrity and prevent public desensitization and advisories can be issued within any Texas geographical area, including statewide.
Never Broken: Overcoming Burnout and Embracing Resilience >>
This one-day course addresses the issues first responders commonly struggle with, such as anxiety and depression due to emotional and physical consequences from their job. It is essential that first responders are empowered to counter the impact to which they are exposed on the job. This course educates participants on various “burnout” and mental health symptoms, assess the level of ‘burnout’, gain understanding and awareness of the ‘boiling frog’ principal, and learn the physiological and psychological impact of traumatic and chronic exposure. Participants will learn resilience techniques to counter the short-term and long-term impact of exposure and develop a resilience plan to initiate for themselves.
Reset, Refuel and Restore Your Purpose in 9-1-1 >>
This one-day workshop will enable participants to collaborate with other 9-1-1 professionals and a skilled instructor to understand the challenges and acknowledge the accomplishments of essential public safety work. In this workshop, participants will learn refueling techniques, understand how to minimize physical and mental job stress, take command of their attitude, take control of their inner voice, and provide support to other members of their team.
SAFVIC for Telecommunicators >>
This one-day course is designed to enhance a telecommunicator’s skill and knowledge in dealing specifically with sexual assault victims and family violence calls. Case studies will be conducted and students will be exposed to real life scenarios to equip them with the tools they need to handle domestic violence and sexual assault calls. Prerequisites for this course include being currently licensed and employed as a telecommunicator.
Spanish for Telecommunicators >>
This three-day course will give the telecommunicator basic instruction in pronunciation and phrases used in Spanish to keep callers on the phone until an interpreter can join the call. Cross cultural issues will be addressed and prepare the student to serve the Spanish community in their area. Participants will be required to complete a verbal test to obtain credit for the course. This course is required for the Intermediate Telecommunicator Certification. Prerequisite is successful completion of TCOLE 1080 Basic Telecommunicator Course.
TCIC/TLETS Mobile Operator Access >>
This one-day course is for operators who perform TCIC/NCIC functions at any level less than full access such as inquiry only, including mobile digital terminal (MDT) or laptop computer operators. The course covers information about driver license and vehicle registration. Operators who access TCIC/TLETS must receive this training within the first six months of assignment or employment, regardless of whether these duties are performed on a full-time or part-time basis. To comply with federal requirements, operators must recertify within two years of most recent recertification date.
TCIC/TLETS Less Than Full Access Operator >>
The two-day course is for operators who perform TCIC/NCIC functions at any level less than full access such as inquiry only. In addition to the Mobile Operator Access topics, this course covers navigation of the databases that are connected to the TLETS system such as administrative messages, driver license and vehicle registration. The course provides instructions regarding proper procedures for broadcasting in the state and nationwide. Operators must receive this training within the first six months of assignment or employment, regardless of whether these duties are performed on a full-time or part-time basis. To comply with federal requirements, operators must recertify within two years of certification or most recent certification date.
TCIC/TLETS Full Access Operator >>
This three-day course is for operators who perform all TCIC/NCIC functions, including inquiry, entry, modification, clearing, canceling, and III functions. It also covers navigation of the databases that are connected to the TLETS system such as administrative messages, driver license, vehicle registration, and instructions regarding proper procedures for broadcasting in the state and nationwide. Operators must receive this training within the first six months of assignment or employment, regardless of whether these duties are performed on a full-time or part-time basis. To comply with federal requirements, operators must recertify within two years of certification or most recent certification date.
Telecommunicator Role in Responder Safety >>
This one-day course studies line of duty deaths and other first responder safety situations. Students will learn the dangers of complacency and discuss the effects of such complacency for all first responders. Participants will be instructed on ways telecommunicators can help prevent tragedies and assure safety for all responders. Students will also be given tips on debriefing after high risk calls for service.
The Role of the Supervisor >>
This highly interactive three-day course for new and current supervisors who want to grow their skills as a leader in their organization. Participants will learn to handle key challenges when supervising colleagues in the communications center. Learning objectives include handling those who display inappropriate attitudes and do not follow procedures; curbing absenteeism and tardiness; giving constructive feedback and motivating employees so they are positive, engaged and productive.
Transforming 9-1-1 Center Culture >>
This one-day active-learning course increases cultural intelligence by exploring how peers can respectfully and professionally hold each other accountable and discovering how to apply the power of social influence to effect positive change. With the tools gained in this class, participants will return to work equipped to build a defined and sustainable culture where team members accept responsibility, require accountability, and show up every day with a shared sense of duty and purpose.
Unscheduled Classes
Denco 9-1-1 also offers additional programs on a rotating basis, including:
Advanced Supervisor
Protect 9-1-1
Please contact us to express your interest in any of these classes; we’ll be glad to keep you informed when the next scheduled class is announced.