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Telecommunications

Just the Two of Us: A Mentorship Approach

This course, "Just the Two of Us: The Mentorship Approach," provides essential insights into building effective mentorship programs in 911…

1 Hour

Triggers, Trauma, and Telecommunicators

This round table therapy-style discussion entitled “Triggers, Trauma, and Telecommunicators” aims to provide a safe and compassionate space for telecommunicators…

1 Hour

The Missing Piece of the Puzzle: The Importance of Community Outreach, Engagement, and Recruiting in 9-1-1

This course explores the crucial role of community outreach, engagement, and recruitment in 911 emergency communication centers. Students will learn…

1 Hour

The Unseen Adversary-Stress Management and Mental Health for 9-1-1 Dispatchers

Behind every emergency call is a calm, collected voice managing chaos—yet that calm often masks a growing, silent burden. The…

1 Hour

Court-Ready 911: Policies, Protocols, and Liability in Action

Court-Ready 911 equips emergency communications professionals with the knowledge and tools to strengthen liability awareness, policy compliance, and courtroom readiness. Participants…

8 Hours

Building Safeguards with Emotional Intelligence: Unseen Strategies to Prevent Burnout & Discontentment

Behind every high-performing public safety team are individuals managing stress, emotion, and human complexity. Building Safeguards with Emotional Intelligence equips participants…

Embracing Change: Building Confidence & Reducing Fear in an Ever-Changing World

Change in public safety is constant—new technology, evolving expectations, and shifting team dynamics. Embracing Change empowers participants to view transformation as…

Legacy Leadership Mindset – Embracing Culture: Heightened Awareness & Building Respect in Unprecedented Times

Today’s public safety environment demands more than technical skill—it requires emotional intelligence, cultural awareness, and the ability to lead with…

Grounded Resiliency by Applying Core Values: Developing Resiliency Mindset for the Critical Demands of Those in Public Service

Public safety professionals operate in high-stakes environments where pressure, unpredictability, and human behavior constantly test personal and professional limits. Grounded…

Strategic Positioning: Creating Platforms for Change

Change doesn’t just happen—it’s created. In public safety and 9-1-1 communications, meaningful progress requires vision, strategy, and courage.

Strategic Positioning:…

4 Hours

Behind the Breach: A 9-1-1 Cyberattack Case Study for Floor Operations

When the unthinkable happens—a cyberattack takes down your CAD system, your phones glitch, and your operations are thrown into chaos—how…

4 Hours

Zero Suicide Kits: A Hands-On Workshop

Suicide touches every corner of public safety—dispatchers, first responders, and the communities they serve. Behind every statistic is a story…

4 Hours

Navigating Your Lane: Comparison is the Thief of Joy

In a world where constant comparison—especially on social media—can erode confidence and clarity, it’s easy to lose sight of who…

4 Hours

From Service to Legacy: Building Nonprofit Foundations for Agencies

Across the country, 9-1-1 centers are discovering new ways to serve their communities beyond emergency response. Many agencies are forming…

8 Hours

Dispatch Advocacy: Standing in the Gap for 9-1-1 Professionals

Advocacy is not just about policy—it’s about people. The well-being, recognition, and professional status of 9-1-1 telecommunicators depend on informed,…

4 Hours

Critical Incident Debriefing: A Chaplain’s Guide

After a major incident, how support is offered can make or break recovery. Dispatchers and first responders often carry unseen…

8 Hours

Grace Under Fire: Conflict and Accountability in the ECC

Conflict is inevitable in the high-pressure environment of a 9-1-1 center. Personality differences, stress, and communication breakdowns can easily ignite…

8 Hours

Advanced Crisis Call-Taking: Beyond the Script

Even the most experienced call-takers face moments where the script isn’t enough. Suicidal callers, escalating domestic situations, and emotionally charged…

4 Hours

Triggers and Trauma: Understanding the Weight of the Headset

Behind every emergency call, dispatchers experience an emotional impact often invisible to others. Over time, exposure to crisis, tragedy, and…

4 Hours

Just the Two of Us: Mentorship in the ECC

Mentorship is a game-changer in dispatcher development. The challenges of the emergency communications center—emotional intensity, technical complexity, and high turnover—make…

2 Hours

Sink or Swim: Navigating Generational Gaps in the ECC

From Baby Boomers to Gen Z, each generation brings its own set of values, communication styles, and work expectations to…

2 Hours

Culture Shift: Building Healthy Teams in the ECC

Culture is the heartbeat of every Emergency Communications Center (ECC). A healthy culture promotes trust, teamwork, and accountability; a toxic…

4 Hours

Your Voice Is Power: Communication that Calms

In crisis, your voice is your most powerful tool. Every word, tone, and pause can influence how a caller—or a…

2 Hours

The Gold Line Rule: Wellness, Leadership, and Culture

The “Gold Line” connects every emergency call to the first responders who answer the radio—and to the communities they serve.…

8 Hours

The Anchor Approach: Centering Wellness in Crisis Call-Taking

Even the most seasoned dispatcher can feel shaken during intense, chaotic calls. In these moments, calm and clarity are essential—not…

2 Hours

Stop Training the Symptom: Building a Performance-Focused Operations Culture in 9-1-1

This course challenges 9-1-1 center leaders to move beyond the assumption that “more training” solves every issue. Participants learn to…

4 Hours

Wellness & Resilience — Resilience Reset: Stress Management in the ECC

Dispatchers face nonstop stress during every shift, from emotionally charged calls to split-second decisions that impact lives. Over time, this…

2 Hours

Mastering Your Money: A Journey to Financial Wellness for Public Safety Personnel

Mastering Your Money presents a practical, innovative approach to financial well-being in the 9-1-1 industry. This presentation will guide you…

1 Hour

You Can't Be Big and Play Small

This course focuses on leadership development. Led by Katrina Harley, a 911 director and former executive director, the course aims…

1 Hour

Seeing Red: Recognizing the Warning Signs of Domestic Violence as a Telecommunicator

This course is designed to equip telecommunicators with the skills to identify red flags of domestic violence through call interactions,…

1 Hour

Substance Use Disorders in Public Safety

This course focuses on substance use disorders from a healthcare perspective, aiming to shift understanding from a criminal justice viewpoint.…

1 Hour

Use of AI in the 9-1-1 Center

In this course, Monica Million explores the impact of Artificial Intelligence (AI) in 9-1-1 centers. She will define terms like…

1 Hour

Liability in 9-1-1

This course will provide participants with a clear understanding of the potential liability exposure involved in receiving and processing routine…

2 Hours

Applying the Science of Learning for Lasting Impact

Discover how to elevate your training programs with insights from the science of learning. In this session, we’ll explore key…

1 Hour

When It's Your Own - Taking Calls From People We Know, Including Line-of-Duty Injury or Death

In this course, Tracy Ertl will prepare 9-1-1 telecommunicators to handle calls involving people they know or the field responders…

1 Hour

The Ethical Compass: Navigating Ethics and Accountability in Public Service

This session focuses on navigating the ethical challenges faced by public officials and first responders. Tracy Eldridge, ENP, will discuss…

1 Hour

Serving Veterans When They Call 9-1-1

In this course, Tracy Ertl from HeroLight Training will discuss how telecommunicators can best serve veterans who call 9-1-1. She…

1 Hour

Professionalism and Ethics

This course educates correctional officers on ethics, values, and principles. It details the types of failures that can befall officers…

1 Hour

Policy Primer

The 9-1-1 profession is changing dramatically, so it is more imperative than ever that agencies have a great policy manual…

1 Hour

Personnel Issues

This one-hour session will cover various personnel issues and explore options for addressing these issues. Supervisors often feel frustrated and…

1 Hour

Mr. Rogers or Mr. Hyde: Which Type of CTO are You?

Being sensitive to the needs of trainees is vital—but it seems to get progressively harder the longer you serve as…

1 Hour

Implementing Text-to-911 in the PSAP

Offering a text to 911 solution ensures you give all citizens access to public safety services. You will be presented…

1 Hour

HR Practices for the Telecommunications Center

Intimidated by HR? You don’t have to be! This course explains the laws pertaining to FMLA, ADA, and hiring in…

1 Hour

How to Create a Successful CTO Program in the PSAP

The course, “Cultivating an Effective CTO Program” provides viewers with knowledge on how to create and/or improve an agency on-the-job…

1 Hour

How IoT is Changing the Public Safety Landscape

In this course, Jamison Peevyhouse and Jen White will explore how IoT devices and data are changing the landscape of…

1 Hour

Hiring for Success

Agencies across the country are facing staffing issues. Employees at all levels need to be empowered to be part of…

1 Hour

Ethical Approach to Problem-Solving

In this course, Ken Winters will discuss how to solve problems ethically. This course will help learners identify a broad…

2 Hours

Diversity in the Communication Center

This course explores the critical importance of diversity within emergency services communications centers. It addresses the national shortage of telecommunicators…

1 Hour

Data-Driven Decisions: How Data Mitigates Disasters

In this course, Jamison Peevyhouse and Jennifer White provide an in-depth look at how data is transforming emergency response. They…

1 Hour

Culture Worth Bragging About

Culture is how we care for our people, and our people are the most important resource we have. However, often…

1 Hour

Counseling and Discipline for the Telecommunications Center

Most supervisors view counseling and discipline as the most undesirable part of their job. However, they serve a vital purpose,…

1 Hour

Communicating to Create Change I Fundamental Skills of Change

In this course, Stephen James Johnson will equip leaders in communication centers with the communication skills needed to navigate and…

1 Hour

Communicating Discipline The Critical Exchange

For some trainers and supervisors, communicating messages of disciplinary action or correction to trainees and subordinates is a smooth, hassle-free…

1 Hour

Call Handling for the Telecommunications Center

This course will explore national standards for call answering and call screening for 9-1-1 call centers

1 Hour

Building a Gold Star Recognition Program

Recognition programs help give telecommunicators a sense of appreciation that is lacking across the country. In this course, Leslie Whitham…

1 Hour

Body-worn Cameras & Electronic Recording Considerations

In May 2015, the United States Department of Justice released the comprehensive findings of the President’s Task Force on 21st…

1 Hour

Serving Veterans When They Call 9-1-1

In this course, Tracy Ertl from HeroLight Training will discuss how telecommunicators can best serve veterans who call 9-1-1. She…

1 Hour

Overcoming Workplace Drama

In this course, Jeryl Anderson focuses on overcoming workplace drama and negativity for telecommunicators. She emphasizes the importance of a…

1 Hour

History of Substance Use Disorders and the Importance of Non-Stigmatizing Language

In this comprehensive training, David Douglas explores the complexities of substance use disorder (SUD), covering its impact, contributing factors like…

1 Hour

Coping With 911 Grief & Loss During the Holidays

In this course, Tracy Ertl from HeroLight Training discusses the impact of seasonality and grief on telecommunicators’ job and emotional…

1 Hour

Cognitive Diversity: Understanding Why Our brains don’t “Brain” the Same!

Embracing flexibility in communication and setting realistic expectations of others is essential to accommodate the diverse cognitive needs within our…

1 Hour

Purpose Driven Performance

Having a sense of purpose as a telecommunicator will ignite passion and fuel

your performance. Your purpose is a living,…

1 Hour

Quality Assurance and Improvement in the PSAP

This course is a one-hour webinar-style course providing an overview of what PSAPs shouldmknow when considering implementing a Quality Assurance…

1 Hour

Quality Assurance: Improving Quality in the Communication Center

In this course, Jennifer Schwendimann will explain what a quality assurance

and quality improvement program is, why it is important,…

1 Hour

Radio Communications

It is vital for telecommunicators to have a basic understanding of how radio

communications work and the limitations and pitfalls…

1 Hour

Restorative Movement for the Resilient First Responder

Yoga is often viewed as intricate movements only for the flexible, but this is not

accurate. Yoga and breath work…

1 Hour

Say This, Not That

In this course, Dawn Shumway discuss some tools help foster effective

communication with your caller, human responses and why what…

1 Hour

Servant Leadership in the PSAP

During this course we will discuss the impacts and rewards of a servant style leadership in the PSAP. We will…

1 Hour

Sick Building, Sick You

Sick Building Syndrome is a situation in which occupants of a building experience

acute health effects that seem to be…

1 Hour

Supervision 101 for the Telecommunications Center

A front-line supervisor in the PSAP is quite possibly the hardest yet most powerful position in the agency. This course…

1 Hour

Survive and Thrive: Core Stress Resilience - A Primer

This course is an abbreviated edition of the 9-1-1 Training Institute’s five-hour

specialized training on recognizing and managing the stress…

1 Hour

Telecommunicator CPR (TCPR)

Every year in the U.S., there are an estimated 250,000 cases of out-of-hospital cardiac

arrest. The average survival rate is…

3 Hours

Telecommunicator CPR Refresher

This is a refresher course of the T-CPR course that focuses on the importance of

implementing a T-CPR protocol in…

2 Hours

Moral Injury

Moral injury is a recent phenomenon in the clinical psychology literature, but from preliminary evidence, we know that first responders…

1 Hour

The Power of Appreciation: Motivating Employees

In the world of positive psychology, appreciation is directly connected with

improved mental health, which means happier employees. In this…

1 Hour

The Power of Peer Support - A Primer

This course is a condensed primer of the specialized five-hour training The Power

of Peer Support. Even the best and…

1 Hour

The Resilience Mindset

Telecommunicators face many challenges in PSAPs that they have no control

over, which can cause an immense amount of stress.…

1 Hour

Training for Success

In this course, Doug Showalter will talk about how to train for success by

evaluating your agency’s training program, creating…

1 Hour

PTSD Basics

There is a lot of misinformation about PTSD, the symptoms of it, the prevalence rate, and it is vital for…

1 Hour

Prepare Your Backpack Emotional Survival for the 9-1-1 Professional

Cumulative and critical incident stress have a profound impact on 9-1-1 professionals both on and off the job. If we…

1 Hour

Organizational Interventions for Mental and Physical Health Issues

There has always been a long-standing focus on what individuals can do to enhance their health and wellness; however, any…

1 Hour

Nourished Even in High Stress

Because they work in a high stress environment, it is vital for telecommunicators to learn tools to better care for…

1 Hour

Modern Fire Dispatch

This two hour course covers the basic knowledge and skills necessary for the modern fire dispatcher. Students will discuss topics…

2 Hours

Keep it Moving at the Console

Yoga is often viewed as intricate movements only for the flexible, but this is not accurate. Yoga and breath work…

1 Hour

Understanding People with Autism for 9-1-1

This course will explore some best practices for interacting with callers who

have Autism Spectrum Disorder. The goal of the…

2 Hours

Understanding Stress for the Telecommunicator

Telecommunicators within the 9-1-1 industry endure severe and repetitive stressors throughout

their career. In order to combat the short and…

1 Hour

Understanding the Mission

In this course, Leslie Whitham, ENP, will discuss the value and importance of

understanding the mission of your PSAP. She…

1 Hour

Interpersonal Communication Strategies for PSAPs

This course covers bullying behavior in the PSAP and how to maintain positive interpersonal communications among team members. Students will…

1 Hour

Utilizing Peer Support to Improve PSAPs

The ultimate goal of peer support is to enhance well-being of agencies and

their telecommunicators. This course covers the basics…

1 Hour

Video to 9-1-1

In this course, Sondra Wesley will explain what video to 9-1-1 is, identify

elements agencies should consider when implementing video…

1 Hour

Implementation of Denise and Gallop

In this course, Leslie, ENP, will explore the impact of evolving communication methods on emergency response. The course emphasizes the…

1 Hour

I Am Not A Babysitter

In this course, Dominique Mathis, MS Ed wants to break the stereotype that supervisors in communications centers have to be…

1 Hour

Human Trafficking for Telecommunications

Human trafficking is a growing problem throughout the world. This presentation focuses on what human trafficking is and provides information…

1 Hour

Well Prepared Fresh and Healthy Meals

Most first responders admit to struggling with nutrition and struggling with

health concerns. This is often due to the long-term…

2 Hours

Wellness and Resiliency in 9-1-1

Hiring the right fit and preparing those employees for a life long journey in mental and physical

wellness in this…

2 Hours

Who Moved My Headset?

After reading the best-selling book, “Who Moved My Cheese?” Showalter &

Company thought, why are we just reacting to inevitable…

1 Hour

Women in Leadership

This course explores leadership styles, our ideas about leadership and gender, and

the female-driven experience. This is not just a…

1 Hour

Foundations of Emergency Mental Health Dispatching – An Introduction

This course is a condensed version of the five-hour specialized training course Foundations of Emergency Mental Health Dispatching. It will…

1 Hour

Followership

No matter what position we hold, we all report to someone and have directives we must follow. The success of…

1 Hour

Fire Dispatching for High Rise Buildings

This course discusses dispatching for fires in high-rise buildings. In this onehour session, Tracy Ertl discusses statistics concerning high-rise fires,…

1 Hour

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