PCC/ CCOG / ETC

Course Content and Outcome Guide for ETC 113

Course Number:
ETC 113
Course Title:
Com Cen Ops: Serv Dispatcher
Credit Hours:
3
Lecture Hours:
10
Lecture/Lab Hours:
40
Lab Hours:
0
Special Fee:
 

Course Description

Continues practical experience for industry related multitasking. Introduces advanced problem-solving and improves customer service involving diverse populations. Includes the use of multi-line phones and radios and the application of policies, procedures and protocols in the handling of specific customer service situations. Prerequisite: ETC 111. Audit available.

Intended Outcomes for the course

Upon successful completion, students should be able to:

  • Process and evaluate information received via emergency and nonemergency calls using industry based questioning techniques.
  • Prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diverse customer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor response and provide needed support operations quickly and
    effectively
  • Use Computer Aided Dispatching (CAD) to display the required computer skills needed to function at the level of an entry-level telecommunications dispatcher

Course Activities and Design

  • Role-play using both phone and radio systems. Special emphasis will be placed upon the communication between call taker and customer.
  • Discuss and critique specific incidents and situations.
  • Use problem-solving activities involving difficult situations.
  • Locate and apply specific procedures and protocols to incidents in an appropriate manner.
  • Complete basic call entry including suspect and vehicle descriptions within 90 seconds
  • Navigate the computer aided dispatching system to successfully manipulate the call entry screen, pending call screen and unit screen
  • Assign appropriate units to pending calls
  • Coordinate simultaneous conversations by both radio and telephone.
  • Monitor and direct multiple units by radio and track status on all on duty responders.
  • Apply policies and procedures to the handling of calls.
  • Prioritize calls and determine response based on available resources
  • Apply written policy and procedures to complex situations

Outcome Assessment Strategies

  • Practical CAD based exercises and exams using Daily Observation Reports (DORs), and Law Evaluation Forms.
  • Written exams and quizzes
  • In class and take-home assignments and exercises

Course Content (Themes, Concepts, Issues and Skills)

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting

Related Instruction

Computation
Hours: 8

Course Outcome: Copy from the CCOG the outcome(s) which is associated with computation.

  • Process and evaluate information received via emergency and non-emergency calls using industry based questioning techniques.
  • Use complex situations to prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diverse customer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor response and provide needed support operations quickly and effectively
  • Use Computer Aided Dispatching (CAD) to display the required computer skills needed to function at the level of an entry-level telecommunications dispatcher

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

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting

 

Communication
Hours: 10

Course Outcome: Copy from the CCOG the outcome(s) which is associated with communication.

  • Process and evaluate information received via emergency and non-emergency calls usingindustry based questioning techniques.
  • Use complex situations to prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diversecustomer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor responseand provide needed support operations quickly and effectively
  • Use Computer Aided Dispatching (CAD) to display the required computer skills needed to function at the level of an entry-level telecommunications dispatcher

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

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting

Human Relations
Hours: 10

Course Outcome: Copy from the CCOG the outcome(s) which is associated with human relations.

  • Process and evaluate information received via emergency and non-emergency calls usingindustry based questioning techniques.
  • Use complex situations to prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diverse customer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor response and provide needed support operations quickly and effectively

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

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting