PCC/ CCOG / ETC

Course Content and Outcome Guide for ETC 104

Course Number:
ETC 104
Course Title:
Emergency Telecommunications - Call Taking
Credit Hours:
4
Lecture Hours:
40
Lecture/Lab Hours:
0
Lab Hours:
0
Special Fee:
 

Course Description

Utilizes the NAED course to prepare for qualification of the nationally recognized National Academies of Emergency Dispatch, Basic Telecommunicator Certificate. Prerequisites: ETC 103. Audit available.

Intended Outcomes for the course

Upon successful completion, students should be able to:

  • Establish techniques for communicating with callers in crisis.
  • Apply and define police, fire and medical call classifications.
  • Define liability and ethical issues inherent to telecommunications.
  • Apply quality assurance and improvement protocols used in communications centers.
  • Create a stress management plan to address the effects of burnout in telecommunications.

Related Instruction

Computation
Hours: 4

Outcomes:

  • Establish techniques for communicating with callers in crisis.
  • Apply and define police, fire and medical call classifications.
  • Apply quality assurance and improvement protocols used in communications centers.

Activities:

Students will:

  • Receive direct instruction in determining €œlevel of response€ based upon time and distance factors.
  • Evaluate procedures and determine type of equipment and manpower response to specific incidents, based upon protocols and procedures, and principles of allocation of resources.
  • Identify the appropriate units and personnel to respond to specific situations based upon type, location and time of incident and urgency of response.
  • Practice allocation of resources, based on appropriate response levels, while maintaining response capabilities for all areas of responsibility. Using scenarios, manage resources in constantly changing environments.
  • Document and maintain the current response status of all units within a jurisdiction, whether assigned or unassigned.
  • Monitor times of assigned or active units to promote efficient allocation of resources and protect responder safety.

Communication
Hours: 10

Outcomes:

  • Establish techniques for communicating with callers in crisis.
  • Define liability and ethical issues inherent to telecommunications.
  • Apply quality assurance and improvement protocols used in communications centers.
  • Create a stress management plan to address the effects of burnout in telecommunications.

Content (Activities, Skills, Concepts, etc.): provide details or specifics
Students will:

Direct instruction in dealing with highly volatile situations.

  • Direct instruction in dealing with individuals in emotional crisis.
  • Learn and practice methods and techniques for dealing with frightened, injured, mentally unstable and suicidal individuals.
  • Practice communication skills in dealing with non-English speakers in small group settings.
  • Practice various forms of verbal and written communication in dealing with speech or hearing impaired individuals.
  • Role-play, using various techniques in dealing with angry, rude or verbally abusive callers.

Human Relations
Hours: 8

Outcomes:

  • Establish techniques for communicating with callers in crisis.
  • Define liability and ethical issues inherent to telecommunications.
  • Apply quality assurance and improvement protocols used in communications centers.
  • Create a stress management plan to address the effects of burnout in telecommunications.

Content (Activities, Skills, Concepts, etc.): provide details or specifics

Students will:

  • Apply the principles of €Chain of Command€ and authority as it applies to the fire service.
  • Use the appropriate language and terminology for fire and medical emergency communications.
  • Practice communication skills and techniques to effectively provide information, referrals and support to all segments of society.
  • Maintain a professional demeanor; develop a calming tone of voice and encourage individuals in crisis and provide hope that help will arrive.
  • Respect the confidentiality of information. Do not repeat personal or private information.