Course Descriptions

A Matter of Life and Death (2 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200602

Recommended for all who answer and/or dispatch the 9-1-1 call

· Understand yourself as part of a team through the use of the Team Dimensions Profile

· Understand Team Patterns

· Learn How to Be Part of the Team by Understanding and Dealing with our Differences

· Combating Negativity

· Realize That Together is Better!

Team Building (2 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200601

Recommended for all

Course Descriptions

· Learn practical applications for identifying and understanding at risk groups for life & death behaviors/situations

· Learn how to respond to a caller in a life & death situation while maintaining professionalism, personal demeanor, and control

· Learn how everyday conditioning can assist in a crisis situation with a responder in trouble or down

· Learn new coping and stress management skills to deal with every day stressors of the job as well as life & death circumstances that dispatchers deal with on a regular basis

Topics Covered:

· Callers with Mental Illness (Self Mutilators, Bi-Polar, Schizophrenia)

· Suicidal Callers

· Responder Down

· Coping Skills and Stress Management

Becoming a Great Supervisor (2 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200603

Recommended for newer supervisors (less than 18 months in the position), CTO’s, and those who would like to become supervisors.

If you are a newer supervisor, CTO or want to become a supervisor, this is the class for you.

Learn to:

· Clarify roles and responsibilities of a supervisor

· Adjust to your new role with confidence and an assurance that you can excel in this position

· Develop your communication skills in listening, asking questions and giving feedback

· Develop a technique for making sure you give instructions that are clear and understood

· Identify some techniques to overcome people challenges such as hostility, complaints and laziness

· Recognize the importance of being visible and available

Cultural Diversity (2 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200709

Recommended for all

As the dramatic shift to a highly diverse workforce continues, we must understand, accept and capitalize on our differences. In this class, we will:

· Explore diversity issues in 4 key areas: Knowledge, Understanding, Acceptance and Behavior

· Discover your current comfort level

· Gain insight

· Take action

· Value diversity

Customer Service (1 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200706

Recommended for all

Customer service skills can increase your value to your organizations, improve relationships with the agencies you work with and advance your career at the same time.

Topics covered:

· Why worry about customer service?

· Service beliefs

· Who are the customers?

· Meeting expectations

· Becoming effective in communicating with customers

· Opportunities within the scope of your authority for working effectively with others

· Fair and responsible response to all customers

Ethics (1 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200801

Recommended for all

· Understand the difference between ethics and morals

· Understand the value of ethics

· Identify some of your values and moral principles

· Become familiar with some philosophical approaches to ethical dilemmas

· Identify ways to improve ethics in your workplace

· Learn ways to avoid ethical dilemmas

· Gain tools to help you make better decisions

The Professional Supervisor (2 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200704

Recommended for Supervisors who have been in their position for at least 18 months (newer supervisors should take “Becoming a Great Supervisor”, first).

This class is geared toward those who supervise others.

· Understand the scope and nature of the supervisory position

· Learn ways to deal with the challenges of the supervisory role

· Recognize the responsibilities you have as a supervisor to yourself, your team and your organizations

· Identify key techniques to help plan and prioritize effectively

· Develop strategies for leadership and dealing with difficult employees

The Professional Supervisor-advanced (2 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200705

Recommended for those who have already taken “The Professional Supervisor”.

This class is builds upon the skills acquired in the “Professional Supervisor” course.

· Develop strategies for leadership team building, communication and motivation

· Learn what, when and how to delegate

· Acquire new skills for conflict resolution

· Learn to use the tools and techniques learned to become an effective supervisor

40-Hour Advanced Dispatch School (5 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200808A

Recommended for all who work in dispatch. This class satisfies the Michigan State 9-1-1 Committee’s Recommendation for Minimum Telecommunicator Training Standards

This 40-Hour course includes:

· 9-1-1 Liability

· Suicide Intervention

· The Telecommunicator’s Role in Homeland Security

· Domestic Violence

· Stress Management

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Turn Stress into Success (2 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200708

Recommended for all

A comprehensive approach for dealing with stress. In this course you will learn to:

· Understand your current level of stress and where it comes from

· Discover your current coping skills and how to use them effectively in all areas of life

· Develop new coping skills to manage stress

40-Hour Beginning Dispatch School (5 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200707

Recommended for all beginning dispatchers/call-takers. This class satisfies the recommendations of the Michigan State 9-1-1 Committee to be completed within 18 months of hire

· Overview of Public Safety (Police-Fire-EMS)

· Telecommunicator Roles and Responsibilities

· Develop an understanding of the legal aspects of dispatching

· Understand and articulate the importance of ethical behavior for which the dispatcher has direct responsibility

· Grasp the importance of professionalism and customer service as it pertains to the career and competence of the 9-1-1 professional

· Develop the interpersonal skills necessary to answer and process the 9-1-1 call in an effective manner

· Learn basic team concepts necessary to work effectively with others

· Develop skills to take and process difficult calls

· Develop the technical skills needed to take the call and dispatch the call

· Understand the current technology being used in the 9-1-1 profession as well as recognize and discuss future technology uses

· Develop coping strategies for dealing with the stress every 9-1-1 professional goes through

9-1-1 Liability (1 day course)

Michigan State 9-1-1 Committee (ETSC)/MCOLES Approved #SCC200803