Public Safety Telecommunication

Start Date End Date Venue Fees (US $)
14 Jun 2026 Kuala Lumpur, Malaysia $ 4,500 Register
06 Sept 2026 Dubai, UAE $ 3,900 Register

Public Safety Telecommunication

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

    Upon completion of this course, the student will be able to demonstrate the following skills.

    • 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.

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

Accreditation

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