PCC/ CCOG / ETC

Course Content and Outcome Guide for ETC 110

Course Number:
ETC 110
Course Title:
Comm Center Oper -Basic Skills
Credit Hours:
3
Lecture Hours:
10
Lecture/Lab Hours:
40
Lab Hours:
0
Special Fee:
 

Course Description

Introduces the emergency communications simulator lab. Applies methods and theory in an interactive lab setting using radio, telephone, computers and recording equipment. Includes the use of emergency communications equipment and standard operating procedures to simulate actual emergency calls and situations. Audit available.

Intended Outcomes for the course

Upon successful completion students should be able to: 
  • Answer and process emergency and nonemergency telephone calls, through the application of appropriate questioning techniques.
  • Appropriately apply rules of prioritizing to emergency calls.
  • Enter data into a computer-aided dispatch system, in an accurate and efficient manner, utilizing established rules and procedures.
  • Apply written policy and procedures to simulated and/or actual situations.
  • Apply increasingly more refined problem solving skills as scenarios and situation become more complex.
  • Apply knowledge of criminal law in the determination of appropriate responses to specific situations.

Related Instruction

Computation
Hours: 4

Outcomes:

  • Answer and process emergency and nonemergency telephone calls, through the application of appropriate questioning techniques.
  • Appropriately apply rules of prioritizing to emergency calls.
  • Enter data into a computer-aided dispatch system, in an accurate and efficient manner, utilizing established rules and procedures.
  • Apply written policy and procedures to simulated and/or actual situations.
  • Apply knowledge of criminal law in the determination of appropriate responses to specific situations.
     

Activities:


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

Students will:

  • Apply Military (24 hour) time to all Dispatch functions.
  • Use Military time format to compute times.
  • Read maps, plot grids and find address numbering ranges.
  • Calculate distances traveled based upon speed and time.
  • Calculate estimated travel times based upon geography, weather conditions, traffic flow and congestion.
  • Utilize time as a factor in emergency and non-emergency response level and prioritization.
  • Apply established procedures to maintain minimum available resources and increase or decrease assigned personnel and equipment, as necessary.

Communication
Hours: 8

Outcomes:

  • Answer and process emergency and nonemergency telephone calls, through the application of appropriate questioning techniques.
  • Enter data into a computer-aided dispatch system, in an accurate and efficient manner, utilizing established rules and procedures.
  • Apply written policy and procedures to simulated and/or actual situations.
  • Apply increasingly more refined problem solving skills as scenarios and situation become more complex.
  • Apply knowledge of criminal law in the determination of appropriate responses to specific situations.

 

Activities:


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

Students will:

  • Answer simulated 9-1-1 calls in a emergency communication center environment.
  • Use multi-line telephones and computer programs to communicate with all types of responders.
  • Use plain English to communicate with responders over two-way radios.
  • Transmit and/or relay information via computer or two-way radio, using commonly understood language, briefly and accurately, in an accepted format.
  • Obtain and record primary information adequate to properly dispatch responders with a high level of accuracy.

 

Human Relations
Hours: 8

 Outcomes:

  • Answer and process emergency and non-emergency telephone calls, through the application of appropriate questioning techniques.
  • Apply written policy and procedures to simulated and/or actual situations.
  • Apply increasingly more refined problem solving skills as scenarios and situation become more complex.
  • Apply knowledge of criminal law in the determination of appropriate responses to specific situations.
     

Activities:

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

Students will:

  • Direct instruction in computer-aided dispatch (CAD) functions and data input.
  • Develop resources useful in obtaining information from non-English speakers.
  • Maintain a high level of professionalism when dealing with difficult callers, who may be, intoxicated, angry, profane, rude or demanding.
  • Practice de-escalating volatile situations using calming techniques in role-playing exercises.
  • Maintain a professional relationship with field responders in all communications.
  • Utilize humor only in appropriate situations.