Public Safety Telecommunication
| Start Date | End Date | Venue | Fees (US $) | ||
|---|---|---|---|---|---|
| Public Safety Telecommunication | 14 Jun 2026 | 18 Jun 2026 | Kuala Lumpur, Malaysia | $ 4,500 | Register |
| Public Safety Telecommunication | 06 Sept 2026 | 10 Sept 2026 | Dubai, UAE | $ 3,900 | Register |
Public Safety Telecommunication
| Start Date | End Date | Venue | Fees (US $) | |
|---|---|---|---|---|
| Public Safety Telecommunication | 14 Jun 2026 | 18 Jun 2026 | Kuala Lumpur, Malaysia | $ 4,500 |
| Public Safety Telecommunication | 06 Sept 2026 | 10 Sept 2026 | Dubai, UAE | $ 3,900 |
Introduction
This course provides a foundation for telecommunicators starting work in a police, fire, EMS or combined service communication center. It describes the types of telephone communication and call processing skills telecommunicators should possess, legal issues associated with public safety communications, and the types of technology used in emergency response. It also identifies potential stressors for telecommunicators and methods to use to decrease work-related stress.
Objectives
- List and explain the basic roles, responsibilities and duties of the public safety dispatcher.
- Evaluate emergency situations and make quick and accurate decisions regarding the type of response appropriate for the situation.
- Perform the skills of, and have basic knowledge to, work in a public safety center.
- Describe and employ the skills needed to provide excellent customer service.
- Discuss the issues of personal and agency liability and the methods to reduce legal risks.
- Explain and demonstrate the principles of interpersonal communications in the PSAP.
- Illustrate and use effective call processing methods and techniques.
- Identify and discuss the principles of emergency management and disaster preparedness.
- Demonstrate and employ the process of call taking and the application of protocols.
- Describe and use radio communication techniques and radio systems with appropriate procedures and protocols, including emergency communications technology.
- Identify the possible causes of stress for a telecommunicator and explain the methods for decreasing and treating stress.
- Explain the process of implementing quality assurance into the PSAP, including call assessments, performance standards, protocol use and in-service education.
Upon completion of this course, the student will be able to demonstrate the following skills.
Training Methodology
This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations.
Who Should Attend?
This course is intended for all telecommunicators certified in fire service, emergency medical or law enforcement dispatch. Students should have familiarity with a protocolbased emergency dispatch system. No outside resources are necessary as all content is contained within the course.
Course Outline
Module 1 Introduction, Roles and Responsibilities
Module 2 Delivering Customer Service as a Telecommunicator
Module 3 Interpersonal Communications
Module 4 Call Processing • Module
Module 5 Emergency Communications Technology
Module 6 Liability •
Module 7 Emergency Management
Module 8 Stress Management
Module 9 Quality Assurance
Module 10 Writing and Interpreting Reports

