Available courses

  • Why T-CPR is important
  • T-CPR survival rates, and statistics
  • Performing CPR, through the telephone

  • Budget Strategies
  • Leading the Organization
  • Customer Service

The Ability to positively respond To Adversity

  • Improving and Changing Technology
  • Training Styles, Responsibilities, and Planning for the Future
  • Empowering and Emboldening Employees

The Ability to positively respond To Adversity

  • Talk about your feelings
  • Keep in touch with family and friends, especially during difficult times
  • Meet new people and get involved with new events

Top 3 Resilences myths:

  •    Resilience takes a lot of time
  •    Self-care and wellness are the same as resilience
  •    You Catch resilience with stereotypical cliches
  • From the Top – That First Feeling
  • Road to Triumph – Retrain Your Mind
  • There Can Be Peace in Chaos

  • Coping With Loss at the Agency
  • Honoring and Remembering the Lost Employee
  • Supporting the Family and Assisting the Employees That Experienced the Loss

  • The Importance of Mentoring
  • Developing Internal Talent
  • Succession Planning
  • Realistic, practical, and proven techniques for responding to and handling a variety of emergency incidents
  • Multiple types of emergency incidents will be discussed
  • How to be prepared and having a plan of action before you get the call
  • Ethics Defined
  • The Importance of Ethics in Public Safety
  • The Ethical Dilemmas of Social Media
  • Blending successful private-sector elements into public safety communications.
  • Recognizing leadership skills are found at all ranks, tenure and job titles.
  • Learning the power of appreciation, gratitude and respect.
  • What is morale and where does it start
  • What leads to low morale and how to change it
  • Ideas for boosting morale
  • What device hybrid location is and how it is being activated on enabled devices.
  • How the location is being delivered to the PSAP and which devices/ apps are delivering the location and data.
  • What data is being delivered and what it will look like to telecommunicators.
  • When to use Active Listening
  • Active Listening Skills
  • The Importance of rapport, empathy, and the behavioral stairway
  • Defining Routine and Complacency
  • Common Call Types
  • The Telecommunicator's Responsibility
  • Generational differences in the workplace
  • Independence, social interaction, self-confidence, risk-taking, and attitudes toward work
  • Advice on recruiting, retaining, and managing these generations vital to the future of public safety
  • General guidelines for callers in crisis
  • Active listening
  • Communicating with the mentally ill
  • Identifying your target candidates
  • Morale and retention
  • Thinking outside the box for recruiting
  • The least wanted activities, personalities, and situations in the center and what to do to remove them
  • Technology and the problems it causes
  • The number one problem in the communications center
  • Making your training program stronger
  • Training the trainee and solutions for the struggles
  • Strategies and tactics that work
  • Stress Management Techniques
  • Critical Incident Stress
  • Stress and Your Mental Health
  • Now what?
  • Location
  • Multi-Media
  • Lessons Learned from Clackamas County 9-1-1
  • Lessons Learned from Douglas County Communications
  • Conclusions and Resources
  • Front Line Leader Success
  • Types of Front Line Leaders
  • Trainer Leader
  • Hiring and Recruting
  • Training
  • Retention
  • Call Taking Techniques
  • Why People Stay
  • The Cycle of Violence
  • Community Oriented Policing
  • Cultural Diversity
  • Attacks on Police
  • How Do I Get It?
  • What Can I Do?
  • How Can I Help Others?
  • How Do I Get It?
  • What Can I Do?
  • How Can I Help Others?
  • Suicide Presentation
  • Call Review
  • Roundtable Discussion
  • When Seconds Count
  • Being the Best
  • The Difference You Make
  • Your Fingerprint
  • Remedial Training
  • Being a Coach
  • ANI/ALI Confirmation
  • Technology Challenges
  • Swatting and Hoax Calls
  • Handling Multiple Call Situations
  • Preparing Yourself for Critical Incidents
  • Preparing Your Agency for Critical Incidents
  • Liability for the Telecommunicator
  • Liability for the Supervisor
  • Liability for the Communications Center
  • When to Discipline
  • Supervision; The Hard Questions Answered
  • Acknowledging a Job Well Done
  • Examine the threat in the United States
  • Review a number of recent Active Shooter & Terrorism incidents
  • Examine potential threats for attackers and potential locations
  • Fight, Flight, Freeze and the Effects of Cortisol in you Body
  • Metabolic Syndrome
  • Dispatcher Mind Set
  • Attitudes in Dispatch
  • Conflict Resolution
  • Games Trainers Play
Terrorism has become a major threat to the cities of America. The dispatcher and call taker must have an understanding of terrorism and Weapons of Mass Destruction. Being the true first responder the attendee will learn techniques to handle an incident involving Biological and Chemical incidents.
An interactive class focusing on skills supervisors need. Topics covered include federal laws, supervisor skill and styles, problem solving, counseling and liability.

Topics Include:


  • Dispatcher Improvement
  • Communications in the Dispatch Center
  • Liability for the Communications Center, and Critical Incidents
Terrorism has become a major threat to the cities of America. The dispatcher and call taker must have an understanding of terrorism and Weapons of Mass Destruction. Being the true first responder the attendee will learn techniques to handle an incident involving Biological and Chemical incidents.
In this day and age heart disease, stroke and diabetes are not discriminatory however those that do not take care of themselves can find themselves in the front of the pack when it comes to SCA or CVA. Dispatchers for the most part live very unhealthy lives; we add unnecessary stress on ourselves and create our own negative environments. We eat unhealthy foods, drink unhealthy drinks, sit too long and put ourselves at risk for metabolic syndrome. The communications center is a breeding ground for many personality types and low morale. This class will share some life/health changing education and techniques to assist in the reduction of unnecessary medical issues, improve working relationship and improve morale.
This course is designed to assist in making the training program effective to produce a fully trained dispatcher. Topics include: How to breed failure, how to breed success, training on a budget, the learning process, roles of the trainer, remedial training, and much more.
This course focuses on skills dispatchers need to dispatch various calls, which may become critical incidents. Topics covered include: suicidal callers, shootings, domestic violence, school violence, rape calls, officer down, pursuits and critical incident stress.
The focus for this course is on communication, management, apparatus, and functionality in handling calls related to fires. A firehouse tour and explanation of equipment is also included in this course.
Customer service skills for dispatchers are a critical class for all dispatchers and 9-1-1 personnel. Topics include annoying and difficult callers, words to use for extraordinary customer service, how to defuse anger, and officer/ dispatcher relations.
Communications is one of the most stressful jobs you can have. Each one of you will experience critical incident stress during your career. This class will provide you with the techniques to manage critical incident stress and educate you about the effects of critical incident stress. It is critical for your long-term health and well-being.
Elite Continuous Training provides dispatch centers with critical world class content for improving dispatch operations. Repetition is the mother of skill. The Elite training provides unlimited access annually to all of your dispatchers, trainers, supervisors and management.
In the early 1970s the San Jose Police Department was acutely aware of deficiencies in its training program. The department created a program used to train and evaluate police recruits. The program was commonly referred to as the Field Training Officers Program. This program has been adapted to communications. The theory of the program is to produce a fully trained dispatcher. Giving that person the maximum opportunity to succeed.
Disasters can hit anytime, anywhere. Disasters come in all sizes in any jurisdiction. A disaster may be a small tornado, a wildfire or a major snowstorm. Or it could be a terrorist incident or a major earthquake. Some agencies have failed to prepare for disaster because of the attitude, “It can’t happen here.” This type of thinking is dangerous and only prepares you to fail.
>When 9-1-1 rings, and you have a call that is in progress, are you ready? This class is designed to provide you with the tools you need to respond to a variety of in-progress and high-risk calls. Topics include: Handling child callers, armed robberies, shootings, homicides, pursuits, your role in responder safety, and child missing calls.
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.
The most comprehensive active shooter class on the market. This class will not only give telecommunicators the historical prospective of the active shooter, but will also provide skills your telecommunicator can use during active shooter events. Lessons learned from previous incidents are discussed using recent case studies and actual audio tapes from active shooter events. The course will also discuss what the telecommunicator can expect in future incidents and the possibility of terrorism and the active shooter.
Liability issues in the communications center have become increasingly more of a problem across the United States. Communications centers are now being faced with lawsuits. It is important for all members of the communications center to learn the basics of lawsuit risk and the skills to reduce liability.
The class is designed to provide Public Safety call takers and dispatchers with the information needed to manage the stress in their lives. This is designed to require the attendees to take an active role in the management of stress in their life.
This course provides a dynamic look at the truths and myths associated with domestic abuse.  Attendees will learn to handle domestic abuse calls and the various situations associated with it.
This course educates public safety call takers in suicide crisis intervention.  Topics include: suicide attitudes and facts, risk assessment of caller, risk assessment of responder, call taker interaction, and suicide call case studies review.
Topics include: Communication in the Dispatch Center, Dispatcher Improvement, Supervisor Skills, Liability for the Communications Center, and Critical Incidents.

Elite Performance Suite - (Year 1) Includes:

  • Elite Core - Communication in the Dispatch Center, Dispatcher Improvement, Liability for the Communications Center, Critical Incidents (4 hours)
  • Customer Service (8 hours)
  • Becoming More Than Just a Dispatcher (1 hour)
  • 911 Challenges (1 hour)
  • Dispatching Skills (1 hour)
  • First Responder Safety (1 hour)

Elite Performance Suite (Year 2) includes:

How To Save a Life - Yours (8 hours)

Suicidal Callers (1 hour)

PTSD (1 hour)

Children and 911 (1 hour)

How Cultural Diversity Affects the Communication Center (1 hour)

Elite Performance Suite (Year 3) includes:

Breeding Success in Your Training Program (8 hours)

NG9-1-1 - Are We There Yet (1 hour)

Active Shooter - Lessons Learned (1 hour)

Stress Management and Mental Health (1 hour)

 PSAP Frontline Leader Success (1 hour)

Elite Performance Suite (Year 4) includes:

Active Shooter (8 hours)

From Failure to Sucess: PSAP Training Tactics that Work (1 hour)

911's Least Wanted (1 hour)

Crisis Intervention (1 hour)

Responder Safety (1 hour)

Elite Performance Suite (Year 5) includes:

  • Suicide Intervention (8 hours)
  • Active Listening (1 hour)
  • Generational Differences (1 hour)
  • Improving Morale in Your Agency (1 hour)
  • Everyday Ethics (1 hour)

Mentor Performance Suite (Year 1) includes: 

Mentor Core - Being a Coach, When to Discipline, Supervision; The Hard Questions Answered, Acknowledging a Job Well Done, Workplace Bullying, Handling Difficult Employees, Remedial Training, Keeping a Positive Mindset, Preparing Yourself for a Critical Incident, and Preparing Your Agency for Critical Incidents (4 hours)

Customer Service (8 hours)

Breeding Success in Your Training Program (8 hours)

Mentor Essential Review (1 hour)

Communication in the Dispatch Center (1 hour)

911 Challenges (1 hour)

Active Shooter and Terrorism (1 hour)

Mentor Performance Suite (Year 2) includes:

Communications Center Liability (8 hours)

How to Save a Life - Yours (8 hours)

PTSD (1 hour)

Supervisor Skills (1 hour)

CTO (1 hour)

Suicidal Callers (1 hour)

Mentor Performance Suite (Year 3) includes: 

Advanced Law Enforcement (16 hours)

How Cultural Diversity Affects the Communication Center (1 hour)

PSAP Frontline Leader Success (1 hour)

 NG9-1-1 - Are We There Yet? (1 hour)

Active Shooter - Lessons Learned (1 hour)

Mentor Performance Suite (Year 4) includes:

Communications Training Officer (CTO) (16 hours)

From Failure to Success: PSAP Training Tactics that Work (1 hour)

The Staffing Conundrum (1 hour)

Public Safety and Generational Difference (1 hour)

Responder Safety (1 hour)

Mentor Performance Suite (Year 5) includes:

Communications Center Supervisor (16 hours)

Improving Morale in Your Agency (1 hour)

Business of Leadership (1 hour)

Active Listening (1 hour)

Everyday Ethics (1 hour)

  • Budget Strategies
  • Leading the Organization
  • Customer Service

  • What device hybrid location is and how it is being activated on enabled devices.
  • How the location is being delivered to the PSAP and which devices/ apps are delivering the location and data.
  • What data is being delivered and what it will look like to telecommunicators.
The Ability to positively respond To Adversity

  • Improving and Changing Technology
  • Training Styles, Responsibilities, and Planning for the Future
  • Empowering and Emboldening Employees

The Ability to positively respond To Adversity

  • Talk about your feelings
  • Keep in touch with family and friends, especially during difficult times
  • Meet new people and get involved with new events

Top 3 Resilences myths:

  •    Resilience takes a lot of time
  •    Self-care and wellness are the same as resilience
  •    You Catch resilience with stereotypical cliches
  • From the Top – That First Feeling
  • Road to Triumph – Retrain Your Mind
  • There Can Be Peace in Chaos
  • Coping With Loss at the Agency
  • Honoring and Remembering the Lost Employee
  • Supporting the Family and Assisting the Employees That Experienced the Loss

Topics Include:


  • Making your training program stronger
  • Training the trainee and solutions for the struggles
  • Strategies and tactics that work

Topics Include:


  • Stress Management Techniques
  • Critical Incident Stress
  • Stress and Your Mental Health

Topics Include:

  • Hiring and Recruting
  • Training
  • Retention

Topics Include:

  • Call Taking Techniques
  • Why People Stay
  • The Cycle of Violence

Topics Include:

  • Suicide Presentation
  • Call Review
  • Roundtable Discussion

Topics Include:


  • How Do I Get It?
  • What Can I Do?
  • How Can I Help Others?

Topics Include:

  • How Do I Get It?
  • What Can I Do?
  • How Can I Help Others?

Topics Include:

  • Community Oriented Policing
  • Cultural Diversity
  • Attacks on Police

Topics Include:

  • Front Line Leader Success
  • Types of Front Line Leaders
  • Trainer Leader

Topics Include:

  • Now what?
  • Location
  • Multi-Media

Topics Include:

  • Lessons Learned from Clackamas County 9-1-1
  • Lessons Learned from Douglas County Communications
  • Conclusions and Resources

Topics Include:

  • Ethics Defined
  • The Importance of Ethics in Public Safety
  • The Ethical Dilemmas of Social Media

Topics Include:

  • Attitudes in Dispatch
  • Conflict Resolution
  • Games Trainers Play

Topics Include:

  • When Seconds Count
  • Being the Best
  • The Difference You Make

Topics Include:

  • Your Fingerprint
  • Remedial Training
  • Being a Coach

Topics Include:

  • Handling Multiple Call Situations
  • Preparing Yourself for Critical Incidents
  • Preparing Your Agency for Critical Incidents

Topics Include:

  • Fight, Flight, Freeze and the Effects of Cortisol in you Body
  • Metabolic Syndrome
  • Dispatcher Mind Set

Topics Include:

  • Liability for the Telecommunicator
  • Liability for the Supervisor
  • Liability for the Communications Center
Terrorism has become a major threat to the cities of America. The dispatcher and call taker must have an understanding of terrorism and Weapons of Mass Destruction. Being the true first responder the attendee will learn techniques to handle an incident involving Biological and Chemical incidents.

Topics Include:

  • Realistic, practical, and proven techniques for responding to and handling a variety of emergency incidents
  • Multiple types of emergency incidents will be discussed
  • How to be prepared and having a plan of action before you get the call

Topics Include:


  • The Importance of Mentoring
  • Developing Internal Talent
  • Succession Planning

Topics Include:

  • When to Discipline
  • Supervision; The Hard Questions Answered
  • Acknowledging a Job Well Done

Topics Include:


  • The least wanted activities, personalities, and situations in the center and what to do to remove them
  • Technology and the problems it causes
  • The number one problem in the communications center

Topics Include:


  • Identifying your target candidates
  • Morale and retention
  • Thinking outside the box for recruiting

Topics Include:


  • General guidelines for callers in crisis
  • Active listening
  • Communicating with the mentally ill

Topics Include:


  • Generational differences in the workplace
  • Independence, social interaction, self-confidence, risk-taking, and attitudes toward work
  • Advice on recruiting, retaining, and managing these generations vital to the future of public safety

Topics Include:


  • When to use Active Listening
  • Active Listening Skills
  • The Importance of rapport, empathy, and the behavioral stairway

Topics Include:

  • Defining Routine and Complacency
  • Common Call Types
  • The Telecommunicator's Responsibility

Topics Include:


  • What is morale and where does it start
  • What leads to low morale and how to change it
  • Ideas for boosting morale

Topics Include:


  • Blending successful private-sector elements into public safety communications.
  • Recognizing leadership skills are found at all ranks, tenure and job titles.
  • Learning the power of appreciation, gratitude and respect.
Topics Include:
  • ANI/ALI Confirmation
  • Technology Challenges
  • Swatting and Hoax Calls
Topics Include:
  • Examine the threat in the United States
  • Review a number of recent Active Shooter & Terrorism incidents
  • Examine potential threats for attackers and potential locations
This course educates public safety call takers in suicide crisis intervention.  Topics include: suicide attitudes and facts, risk assessment of caller, risk assessment of responder, call taker interaction, and suicide call case studies review.
Liability issues in the communications center have become increasingly more of a problem across the United States. Communications centers are now being faced with lawsuits. It is important for all members of the communications center to learn the basics of lawsuit risk and the skills to reduce liability.
Disasters can hit anytime, anywhere. Disasters come in all sizes in any jurisdiction. A disaster may be a small tornado, a wildfire or a major snowstorm. Or it could be a terrorist incident or a major earthquake. Some agencies have failed to prepare for disaster because of the attitude, “It can’t happen here.” This type of thinking is dangerous and only prepares you to fail.
When 9-1-1 rings, and you have a call that is in progress, are you ready? This class is designed to provide you with the tools you need to respond to a variety of in-progress and high-risk calls. Topics include: Handling child callers, armed robberies, shootings, homicides, pursuits, your role in responder safety, and child missing calls.
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.
The most comprehensive active shooter class on the market. This class will not only give telecommunicators the historical prospective of the active shooter, but will also provide skills your telecommunicator can use during active shooter events. Lessons learned from previous incidents are discussed using recent case studies and actual audio tapes from active shooter events. The course will also discuss what the telecommunicator can expect in future incidents and the possibility of terrorism and the active shooter.
This course provides a dynamic look at the truths and myths associated with domestic abuse.  Attendees will learn to handle domestic abuse calls and the various situations associated with it.
The class is designed to provide Public Safety call takers and dispatchers with the information needed to manage the stress in their lives. This is designed to require the attendees to take an active role in the management of stress in their life.
In the early 1970s the San Jose Police Department was acutely aware of deficiencies in its training program. The department created a program used to train and evaluate police recruits. The program was commonly referred to as the Field Training Officers Program. This program has been adapted to communications. The theory of the program is to produce a fully trained dispatcher. Giving that person the maximum opportunity to succeed.
Elite Continuous Training provides dispatch centers with critical world class content for improving dispatch operations. Repetition is the mother of skill. The Elite training provides unlimited access annually to all of your dispatchers, trainers, supervisors and management.
Customer service skills for dispatchers is a critical class for all dispatchers and 9-1-1 personnel. Topics include: annoying and difficult callers, words to use for extraordinary customer service, how to defuse anger and officer/ dispatcher relations.
The focus for this course is on communication, management, apparatus, and functionality in handling calls related to fires. A firehouse tour and explanation of equipment is also included in this course.
This course focuses on skills dispatchers need to dispatch various calls, which may become critical incidents. Topics covered include: suicidal callers, shootings, domestic violence, school violence, rape calls, officer down, pursuits and critical incident stress.
This course is designed to assist in making the training program effective to produce a fully trained dispatcher. Topics include: How to breed failure, how to breed success, training on a budget, the learning process, roles of the trainer, remedial training, and much more.
In this day and age heart disease, stroke and diabetes are not discriminatory however those that do not take care of themselves can find themselves in the front of the pack when it comes to SCA or CVA. Dispatchers for the most part live very unhealthy lives; we add unnecessary stress on ourselves and create our own negative environments. We eat unhealthy foods, drink unhealthy drinks, sit too long and put ourselves at risk for metabolic syndrome. The communications center is a breeding ground for many personality types and low morale. This class will share some life/health changing education and techniques to assist in the reduction of unnecessary medical issues, improve working relationship and improve morale.
An interactive class focusing on skills supervisors need. Topics covered include federal laws, supervisor skill and styles, problem solving, counseling and liability.
Terrorism has become a major threat to the cities of America. The dispatcher and call taker must have an understanding of terrorism and Weapons of Mass Destruction. Being the true first responder the attendee will learn techniques to handle an incident involving Biological and Chemical incidents.
Communications is one of the most stressful jobs you can have. Each one of you will experience critical incident stress during your career. This class will provide you with the techniques to manage critical incident stress and educate you about the effects of critical incident stress. It is critical for your long-term health and well-being.
  1. Screen capture removal process, contact closure installation and setup guide, date feed & ANI/ ALI configuration, user/ group management, device management, VoIP channel configuration, analog/ digital channel configuration, MCC7500 application process guide.
  2. How to adjust channel trigger settings, EQ VoIP process guide, analog vox/ voltage configuration, how to perform a system check on the recorder, how to perform an advanced system check on the recorder. 
  1. Viewpoint manual, how to burn to CD, user, and group management.
  2. How to search, save, crop, redact, bookmark recordings and playback options.
  3. A collection of Equature brochures and Resources
  1.  NG9-1-1 Training Content
  2. Role Play Sessions
  3. Scripts, Outlines, and Qualifications
  4. Netsuite CRM Training
  5. Disengagement Briefing
  6. Equature / Viewpoint Software Demonstrations 
  1. Equature Video Training, Equature Video Training Documents, and Equature Technical Documents
  2. Customer Service Training Videos and Equature Technical Quizes
  3. Quiz questions to cover the Equature System Options Process Guide.

Module 1: Hire and Retain for Top Performers - This module will be used by the PSAP to be given to prospective employees during the application process.
Module 2: Build an Effective Team - This module is the teaching module for the PSAP Directors / Op Managers