IN-SERVICE TRAINING
The following subjects are available as In Service Training at your location, along with any of the critical call management courses, listed below. Please contact us for more information and prices.
Ethics
This course is concentrated on ethics within the Communications Centre and would be of benefit to anyone working in this environment. Students learn about the importance of Ethics in Public Safety Communications, within their organization, Handling Ethical questions and work on developing a code of Ethics within their profession. This session along with Liability is designed to instill pride in the student's role within the organization and to reinforce the need for Professionalism at all times.
Liability
This course guides the student through liability issues within the role of a Communicator in Public Safety. We discuss their various duties and consequences of failure to perform those duties properly. The student learns about negligence and the concept of being responsible for their actions. This course combined with Ethics will give the student a foundation of expected conduct to function within the Communications Centre in a professional and responsible manner.
Customer Service
Unlike general Customer Service training, this course is specifically designed for Public Safety Communications. We discuss how Customer Service relates to them and their organization. The student learns what it means to be in a service industry and who their 'customers' are. They learn how to best serve their caller and at the same time do their job in an efficient and professional manner to best serve their agency. Customer Service, Ethics and Liability are combined, the backbone of an exemplary communicator.
Controlling Various Calls and Callers
Communicators are called upon to handle many different types of calls and callers. This course will give the student some insight into what is required of them and how to handle calls in a more efficient and professional manner. The student will be given techniques and tools to make them more confident in performing their duties in this area. They will also learn calming techniques and tips to dealing with people in crisis.
Divided Responsibilities
This session is designed for agencies who are contemplating or planning on converting their centres to separating the Call Taking and Dispatch functions. Agencies throughout North America have been redesigning their centres and/or changing the Communicators assignments to this format to streamline their system and dedicate their communicators to be working as a dispatcher or a call taker at any given time. Instead of having their communicators call taking and dispatching simultaneously. Initially there could be resistance to this change by the communicators. Our course will explain the benefits and changes in day to day operations to persons working in the communications centre. It is designed to ease into the process of conversion and perhaps lessen the stress that comes with change.
Critical Call Management Courses
STRESS MASTERY
This is an intensive stress course specifically targeting the Public Safety Communicator profession. This course will address areas of stress pertinent to the Communications Centre environment. Students will learn about cumulative stress, critical incident stress and the dynamics of stress and its effects. Unique to this program, students will be mapping out their own particular areas of stress. They can target areas of concern and will be provided with the tools to manage the stressors in their lives.
SUICIDE CALLS
Suicide calls may be some of the most distressing and challenging calls to come into a Communications Centre. This course will provide the Communicator an overall perspective on suicides and the suicide caller. Students will learn how to identify different types of callers and be given tips on how to handle the various calls which they may encounter.
HOSTAGE NEGOTIATIONS
Every contact with persons involved in a Crisis Incident or Hostage Taking is critical. This course will provide the Communicator with a general overview of hostage negotiation. Students will learn about the profiles of a hostage taker and what skills the negotiator possesses to try and bring these intense situations to a successful conclusion. Students will also gain some tips to use if they happen to take the initial call from the hostage taker.
DOMESTIC VIOLENCE
Domestic Violence calls require treatment in a thoughtful and caring manner. This course will provide the student with an insight into the various complexities of Domestic Violence. A Communicator, without the proper tools may hamper the outcome of these calls. This course will identify the special requirements associated with Domestic Violence calls and provide the Communicator with the tools to properly handle these calls.
GROUP ORIENTED WORK PRACTICE (using new technology)
The dynamics of teamwork is developed in line with changing technology and software. Students will utilize mapping, global positioning systems and receivers. Teambuilding and group presentation are learned as a result of a Geoteaming exercise.
HAZMAT/DANGEROUS GOODS
This intensive two day course is a must for every communicator in every service. This course will provide the students with all the necessary information required to take the call. This course will specifically address Public Safety Communicators roles involving HAZMAT within the Incident Management System. Students will also have sufficient knowledge to successfully complete the OFM Exam- Revised Terrorism/Hazardous Materials Awareness Self-Study Course for First Responders in Ontario.
CALLS FROM THE ELDERLY
This course will provide specific techniques to assist communicators to communicate more effectively with the aged. The student will learn about factors involved in the aging process and how they influence communication. We examine the biological, sociological and psychological perspectives, myths and stereotypes on aging.
CALLS FROM CHILDREN
This course looks at a child's mind. It examines communication at all stages of a child's development. We examine handling special situations, the frightened or distressed child. The student will receive specific tips on techniques that they can use to interview and question children of all ages.
CALLS FROM THE MENTALLY ILL
This course is designed to give the communicator insight into Mental Illness. They will learn about some of the more common Mental Illnesses and how they manifest. Students will cover areas and situations that will affect them in their jobs as Communicators. They will be given tools to properly take the call and assess the Public Safety Response required.
BOMB CALLS
This course is designed to give Communicators an understanding on calls involving explosives. They will learn what their role is in taking the call. They will be given information on proper questioning techniques and what the responder requires to be able to handle these calls. This course also address the unique challenges that the responders face.
TRAFFIC
This course will be of benefit to communicators from all services. All services deal with calls taking place on our roadways. The student will receive instruction on common roadway terms, descriptions of equipment and resources used during these events. There will be discussion on challenges that the responders face and how the communicator can help with outcomes. They will gain insight on different highway initiatives and the relevance to their duties. The importance of this session cannot be overstated.
COURT AND EVIDENCE
This course will provide the student with an overview of how the Canadian Court System is set up and how the courtroom works. The student will learn the behavior and decorum expected of a witness and how to properly prepare for a court appearance as a Communicator.
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