Available courses
- 9 telltale signs someone is lying
- How to quickly uncover the truth
- How to keep nefarious people from making you a victim

- Respect
- Leadership
- Professionalism

- How to diagnose the most glaring problems with your center’s culture
- The most important steps to take—today—to fix these problems
- The metrics that matter for long-term success and keeping your center on the right track

- When people accuse public safety of having a bias, historically, what are they? Are these any different than those common biases outside of public safety?
- How are biases commonly addressed in public safety?
- What are ways that we can become aware of our Implicit bias?

- The surprising power of appreciation can improve workplace morale. Showing genuine appreciation to employees will create a lasting ripple effect to combat low morale.
- Appreciation keeps employees engaged. In addition to improving productivity, showing appreciation in the workplace also increases employee engagement and dedication.
- In light of continuing retention issues, appreciation can help build staff loyalty. A recent research paper showed 68% of employees will leave their job due to a lack of appreciation.

- 9 telltale signs someone is lying
- How to quickly uncover the truth
- How to keep nefarious people from making you a victim

Basic Telecommunicator Training

- Preparing for large scale events
- The role of technology
- Managing chaos and stress

- 9 telltale signs someone is lying
- How to quickly uncover the truth
- How to keep nefarious people from making you a victim

- Hear what over 100 telecommunicators across the nation have to say about their leadership.
- What leaders should keep doing, stop doing, and start doing.
- How perception versus reality can impair their vision.

- Recruiting the "right" people
- Conducting Interviews
- Simple recruitment tactics

- When people accuse public safety of having a bias, historically, what are they? Are these any different than those common biases outside of public safety?
- How are biases commonly addressed in public safety?
- What are ways that we can become aware of our Implicit bias?

- Who are the victims of trafficking?
- How can people be protected?
- What does trafficking look like when seen by others?
- What can be done to help stop it?

- Respect
- Leadership
- Professionalism

- The surprising power of appreciation can improve workplace morale. Showing genuine appreciation to employees will create a lasting ripple effect to combat low morale.
- Appreciation keeps employees engaged. In addition to improving productivity, showing appreciation in the workplace also increases employee engagement and dedication.
- In light of continuing retention issues, appreciation can help build staff loyalty. A recent research paper showed 68% of employees will leave their job due to a lack of appreciation.

- How to diagnose the most glaring problems with your center’s culture
- The most important steps to take—today—to fix these problems
- The metrics that matter for long-term success and keeping your center on the right track

- - Your self-control and engaging demeanor are as important as what you say.
- - Projecting a sincere and genuine interest in what the other person has to say is key to gaining influence.
- - How to demonstrate understanding rather than just saying "I understand."
- Why T-CPR is important
- T-CPR survival rates, and statistics
- Performing CPR, through the telephone

- Budget Strategies
- Leading the Organization
- Customer Service
- First Involvement with Public Safety
- Pathway through addiction
- Moving Forward
- Improving and Changing Technology
- Training Styles, Responsibilities, and Planning for the Future
- Empowering and Emboldening Employees
- Talk about your feelings
- Keep in touch with family and friends, especially during difficult times
- Meet new people and get involved with new events

- 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



Topics Include:
- Dispatcher Improvement
- Communications in the Dispatch Center
- 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)
Basic Telecommunicator Training

- - Your self-control and engaging demeanor are as important as what you say.
- - Projecting a sincere and genuine interest in what the other person has to say is key to gaining influence.
- - How to demonstrate understanding rather than just saying "I understand."
- Recruiting the "right" people
- Conducting Interviews
- Simple recruitment tactics

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

- 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.

- Improving and Changing Technology
- Training Styles, Responsibilities, and Planning for the Future
- Empowering and Emboldening Employees
- Talk about your feelings
- Keep in touch with family and friends, especially during difficult times
- Meet new people and get involved with new events

- 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


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.

- ANI/ALI Confirmation
- Technology Challenges
- Swatting and Hoax Calls

- Examine the threat in the United States
- Review a number of recent Active Shooter & Terrorism incidents
- Examine potential threats for attackers and potential locations



















- 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.
- 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.
- Viewpoint manual, how to burn to CD, user, and group management.
- How to search, save, crop, redact, bookmark recordings and playback options.
- A collection of Equature brochures and Resources
- NG9-1-1 Training Content
- Role Play Sessions
- Scripts, Outlines, and Qualifications
- Netsuite CRM Training
- Disengagement Briefing
- Equature / Viewpoint Software Demonstrations
- Equature Video Training, Equature Video Training Documents, and Equature Technical Documents
- Customer Service Training Videos and Equature Technical Quizes
- Quiz questions to cover the Equature System Options Process Guide.
- Telecommunicator Orientation Test is valuable for
PSAP’s new hires throughout the Country as a screening.
- The test will also be beneficial for individuals.
- Many PSAPs are still under a civil service
requirement.
- Equature Telecommunicator Orientation test meets these requirements.
- A Candidate who takes the clerical Civil Service exam, for example, must score at least 33 on the verbal abilities test portion, and a combined minimum score on the clerical and verbal portions 80. The CritiCall testing process for 911 meets the elements of a Civil Service test, so we want to capture the orientation class presented before the test.

Meet EVA..
We are proud to introduce our latest innovation, EVA, an AI-powered Virtual Assistant designed for 911 dispatch centers. EVA is set to transform staffing, training, and lead time for dispatchers, resulting in better emergency response outcomes and ensuring your center operates at peak efficiency.
Ask EVA Questions Like:
1. How do I handle a 911 call about an active shooter?
2. What are some ways that I can help build my team's morale?
3. What are the best ways to assist someone suffering from mental health disorders on a 911 call?
(Note: We are excited to provide you with a free 12-month subscription to EVA. Please enjoy access to all of EVA's premium features!)

Skip course categories