CT-101 is a two-day class that covers all the basics for those new to Telecommunications. This class has been designed BY dispatchers FOR dispatchers.
Attendees will learn the basics of what is expected of them by officers, administration, their partners, and the public. They will be given tools to help ensure officer safety; how to properly handle a 911 call; how important compassion and empathy are in handling calls, as well as maintaining control of the caller and/or the situation.
Topics covered include: Who, What, Where, When, Why, and How of dispatching; how to properly dispatch police, fire and EMS calls; how to prioritize calls from “in-progress” to “late reports”; and, how to handle elderly and juvenile callers. Discussions include: dispatcher burnout; how to recognize a "stress emergency"; and, where dispatchers can go to get help for themselves or someone else.
Day One will include: expectations the attendees have of this class; a pre-test to gauge the student's listening skills – in monitoring radio traffic, 911, and non-emergency calls; and, review of audio and video media which contain excellent and poor examples of call-handling by public safety dispatchers. Students will be assisted in critiquing emergency calls to establish a foundation for and appropriate telecommunication mindset.
Day Two will include: focusing on the daily functions of a dispatch center and the expectations of the new dispatcher. Students will have the opportunity to take part in role-playing - both as the 911 caller and as the dispatcher.
Many of the challenges new dispatchers face will be reviewed, including:
Building Confidence: Never let them see you sweat (or cry)
Dealing With Panic
Respect and Trust: Earning it, not expecting it
Reliability & Tenacity: Going above and beyond to get the answers
Stress Relief: Time off, counseling, recognizing stress symptoms
Preparedness: Where do you find the answers when you never planned for the impossible
Voice: Handling different inflections and maintaining vocal professionalism
Students will have the opportunity to ask questions, share opinions, and express ideas. They will be armed with the necessary skills and abilities to return to their agencies to be effective and professional telecommunicators.
Who Should Attend?
This course is for new public safety dispatchers / telecommunicators with minimal experience.
The class was full of discussion and participation. Nancy is awesome!
Dispatcher - Cleveland-area police department
Great, extensive, and thorough! This should be a mandatory class for all new dispatchers! Best part - taught by a seasoned dispatcher.
Kevin Brodzinski - Eastlake, OH Police Department
Nancy is knowledgable and experienced. It shows in her stories related to the topics in the course. If I ever get a serious call (or when), it will help to know the advice she gave.
Ashley Kuduzovic - Willowick, OH Police Department
The experience Nancy brings to the table gave me a great reference point on what to do in a lot of different situaitons.
Justin Davila - Cleveland Clinic Police Department
Agencies wishing to host this course may contact LEOTTA, LLC. at email@example.com or call us at: 216-503-1113.