PCC/ CCOG / ETC

Course Content and Outcome Guide for ETC 111

Course Number:
ETC 111
Course Title:
Com Cen Ops- Intermediate
Credit Hours:
3
Lecture Hours:
10
Lecture/Lab Hours:
40
Lab Hours:
0
Special Fee:
 

Course Description

Builds on skills learned in ETC 110 to provide practical experience for industry related multitasking, problem solving and customer service in a diverse market. Includes the use of the simulation lab, multi-line phones and radios and the application of policies, procedures and protocols. Prerequisite: ETC 110. Audit available.

Intended Outcomes for the course

Upon successful completion students should be able to:

  • Answer emergency and non-emergency telephone calls, determine the level and urgency of response, correctly apply call type, prioritize and assign field units and identify available resources.
  • Apply skills in interpersonal communications, such as questioning techniques, relaying information and, documenting using clear, concise and accurate verbiage, while dealing with diverse callers.
  • Communicate with emergency services providers to relay critical information, which can impact the outcome of an incident.
  • Navigate the computer-aided dispatching system to complete call processing and begin dispatching responders.
  • Use mapping resources to define accurate and valid locations.

Related Instruction

Computation
Hours: 4

Outcomes:

  • Answer emergency and non-emergency telephone calls, determine the level and urgency of response, correctly apply call type, prioritize and assign field units and identify available resources.
  • Communicate with emergency services providers to relay critical information, which can impact the outcome of an incident.
  • Navigate the computer-aided dispatching system to complete call processing and begin dispatching responders.
  • Use mapping resources to define accurate and valid locations.
     

Activities:

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

Students will:

  • Direct instruction in map reading, response districts and location of resources, such as Fire Stations, Police Precincts, Hospitals and EMS Offices.
  • Calculatie resource response time in relation to resource location and incident location.
  • Determine the most appropriate assignment based upon current location and level of activity in specific areas.
  • Maintain minimum resource availability or reallocate resources in order to temporarily staff specific locations.
  • Computing wind speeds and weather conditions in isolating hazardous materials.
  • Computing fire size based upon current conditions, amount of smoke and/or visible flames in relation to structure size.
  • Computing wildfire size in relation to land area, fuel and current conditions.
  • Determining the type and number of apparatus to be assigned.

Communication
Hours: 8

Outcomes:

  • Answer emergency and non-emergency telephone calls, determine the level and urgency of response, correctly apply call type, prioritize and assign field units and identify available resources.
  • Apply skills in interpersonal communications, such as questioning techniques, relaying information and, documenting using clear, concise and accurate verbiage, while dealing with diverse callers.
  • Communicate with emergency services providers to relay critical information, which can impact the outcome of an incident.
  • Navigate the computer-aided dispatching system to complete call processing and begin dispatching responders.

 

Activities:

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

Students will:

  • Determine appropriate questions and order of questions to create a response request.
  • Monitor and control radio communications for multiple ongoing activities.
  • Develop skill in listening and recording information simultaneously.
  • Prepare facts and detail narratives in the most concise and accurate manner possible, while maintaining clarity.
  • Record important primary data with a high degree of accuracy.
  • Relay information using clear speech at a moderate rate, that can be easily copied.

Human Relations
Hours: 8

Outcomes:

  • Answer emergency and non-emergency telephone calls, determine the level and urgency of response, correctly apply call type, prioritize and assign field units and identify available resources.
  • Apply skills in interpersonal communications, such as questioning techniques, relaying information and, documenting using clear, concise and accurate verbiage, while dealing with diverse callers.
  • Communicate with emergency services providers to relay critical information, which can impact the outcome of an incident.

 

Activities:

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

Students will:

  • Maintain a calm and professional tone in radio transmissions, at all times.
  • Demonstrate techniques for calming callers.
  • Project professionalism over the radio and/or telephone in all business contacts.
  • Learn to accept anger and frustration directed at dispatchers , not as a personal attack.