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Course Information
Trade & Industrial Education
911 Telecommunicator - Basic
911 Telecommunicator - Basic, is designed to provide the student with an understanding of situations encountered in an emergency communications environment and to introduce the student to telephone and radio communications skills, interpersonal communications, and basics of call handling, legal issues in public safety communications and technologies for the Telecommunicator. This course will provide the information necessary to understand the job of a public safety Telecommunicator and is the foundation to begin working in police, fire, EMS or a combined service communications center.
Bill Allen, 405-717-4333
1. Identify the basic knowledge, skills, and attitudes necessary to serve as an Emergency Telecommunicator in a public safety communication center.
2. Define the basic technologies used in a modern public safety communication center
3. Identify a Communication Center and E-911 System.
4. Identify the steps of an AMBER Alert.
5. Describe the role of the Emergency Telecommunicator.
6. Demonstrate active Listening Skills.
7. Define the principles and practices of customer service.
8. Identify call processing techniques for the Emergency Telecommunicator.
9. Identify techniques to deal with challenging callers.
10. Identify five steps in dealing with hysterical callers.
11. Identify TTY/ADA issues and Dept. of Justice Recommendations for Equal Access to 9-1-1 Services.
12. Identify the techniques for obtaining information from callers.
13. Define Responder Safety.
14. Identify interviewing techniques for Law Enforcement, Fire & EMS calls.
15. Define Emergency Medical Dispatch.
16. Identify civil liability issues for the Emergency Telecommunicator.
17. Identify stress and stress management for the Emergency Telecommunicator.
18. Pass the National Academies of Emergency Dispatch ETC Certification Exam.

In the course students will:
1. Study the role of the Telecommunicator and its place within the criminal justice system.
2. Study and participate in basic skills to perform the job of a Public Safety Telecommunicator.
3. Study the responsibility of the Telecommunicator.
4. Study basic stress management skills.
5. Study the liability aspects of Public Safety communications.
6. Analyze Telecommunicator techniques and actual 911 calls.
7. Study diverse aspects of the criminal justice system
8. Participate in Vocational Student Organization (SkillsUSA)
9. Participate in community service activities
10. Quizzes will be short essay (discuss, compare, explain, etc.), multiple choice and, fill in the
blank or matching are used.
11. Time to study for the exams will be provided shortly before exam. However, it is in you best
interest to study before the day of the exam.
12. The student is responsible for all material covered in class. The student is responsible for
making up missed work. The student may make up work for the grade sent to the home
school. However, the competencies are evaluated as they would be in industry.
Completion of reading assignments, multimedia training, and classroom activities.

National Academies of Emergency Dispatch ETC Certification Exam
Police, fire, and/or EMS departments and combined service communications centers.
Text book:
• National Academy of Emergency Dispatch – 911 Telecommunicator

• Law Enforcement Training Network desktop training:
o Dispatch - The Vital Link: Techniques for Dispatchers
o Dispatch - The Vital Link: Perception is Reality
o Dispatch - The Vital Link, Part 1 of 3: Handling Suicide Calls
o Dispatch - The Vital Link, Part 2 of 3: Violence Calls
o Dispatch - The Vital Link, Part 3 of 3: Hostage Situations
o Dispatch - The Vital Link: Controlling Calls
o Dispatch - The Vital Link: Dispatch Stress
o Dispatch - The Vital Link: Stress Management: Recognition
o Managing a Communications Division
Career Majors That Sequence This Course
Career Cluster Pathway Career Major
Law, Public Safety, Corrections & Security Law Enforcement Services Criminal Justice
Law, Public Safety, Corrections & Security Law Enforcement Services Criminal Justice Practical Law Enforcement