THREE DAYS THREE CLASSES
July 30 - August 1, 2018 l Rutgers University l New Brunswick, NJ
Attend one, two, or all three days of training! These courses are perfect for anyone looking to gain knowledge, develop career enhancing skills, and earn points towards ENP certification and re-certification.
Center Training Officer Program (3 days)
Monday, July 30 - Wednesday, August 1 | 8:30am – 5:00pm each day
In the PSAP, people are your most important resource. The three-day NENA Center Training Officer (CTO) Program provides you with the proper framework to train your new employees, which leads to better performance and higher retention rates. The course covers proper documentation of performance, evaluation of performance, setting milestones, and developing a plan for trainee success. CTO software with the exclusive NENA Daily Observation Report template is provided by Agency360 Public Safety Software.
Tactical Dispatch for the Telecommunicator
Monday, July 30 | 8:30am – 5:00pm
In today’s communication centers, the need for Tactical Dispatchers is increasing. Agencies are sending their 9-1-1 Telecommunicators into field situations to staff communications vehicles for a variety of incidents. In this course, Telecommunicators will be given the background and training to transition into this different role. Topics will include: What is Tactical Dispatching, factors in deployment, on scene roles and responsibilities, and proper use of common field communication technology.
Effective Call Handling Strategies for Individuals with Disabilities
Tuesday, July 31 | 8:30am – 5:00pm
Presented in partnership with Niagara University. This course brings together education on disabilities while enhancing sensitivity. The class includes definitions, etiquette and interaction skills, the disabled perspective, information on impairments, and current trends and topics, all relevant to 9-1-1 call takers and dispatchers. This unique training provides attendees a greater understanding of the challenges faced by the disabled community when using 9-1-1, techniques to process these calls, and insight into potential impacts on dispatch and response.
9-1-1 Customer Service: Takes Seconds, Saves Minutes
Wednesday, August 1 | 8:30am – 5:00pm
In the world of emergency services, the term customer service takes on a completely new meaning. This course will begin by identifying the customer base for a 9-1-1 center. This is a broad spectrum that includes those calling 9-1-1 to report an emergency, those that we send out in response to a request for help, and everyone in between. Once our customers have been identified, we will examine the interaction that takes place on each level and the positive or negative impact resulting from the quality of customer service provided.
This course stands out from other customer service courses in that it does not teach you merely to be polite and compliant. The course objective is to assist you in learning to provide the appropriate level of customer service in the most professional manner possible.