Telecommunications

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

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

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

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

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

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

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

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

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

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:…

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

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

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

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

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,…

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

your performance. Your purpose is a living,…

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

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

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

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

communications work and the limitations and pitfalls…

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

accurate. Yoga and breath work…

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

communication with your caller, human responses and why what…

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

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

acute health effects that seem to be…

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

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

specialized training on recognizing and managing the stress…

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

arrest. The average survival rate is…

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

implementing a T-CPR protocol in…

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

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

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

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

of Peer Support. Even the best and…

Telecommunicators face many challenges in PSAPs that they have no control

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

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

evaluating your agency’s training program, creating…

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

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

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

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

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

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

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

have Autism Spectrum Disorder. The goal of the…

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

their career. In order to combat the short and…

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

understanding the mission of your PSAP. She…

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

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

their telecommunicators. This course covers the basics…

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

elements agencies should consider when implementing video…

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

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

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

Most first responders admit to struggling with nutrition and struggling with

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

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

wellness in this…

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

Company thought, why are we just reacting to inevitable…

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

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

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

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

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