Active Assailant
Explore the telecommunicator’s role during an active assailant incident and the demands of this challenging emergency call type.
Explore courseAPPRENTICE · THE COURSE CATALOG
911 training for the work ahead.
Find learning for the next call, the next challenge, and the next stage of a career. Explore 115 courses in communication, leadership, wellness, and public safety.
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115 courses across 10 categories
Alphabetical within each category.
Call handling
14 courses
Active Shooter & Terrorism
Review active shooter and terrorism incidents through case studies that examine warning signs and response considerations.
Explore courseAdvanced Law Enforcement
Develop awareness of law enforcement calls that may escalate into critical incidents, including interactions involving suicidal callers.
Explore courseBuilding LifeBridges: To Suicide Callers
Explore high-risk suicide calls through the LifeBridges approach and its focus on crisis intervention.
Explore courseChildren and 911
Explore communication involving children and 911, from children who call for help to missing-child incidents and public education.
Explore courseCrimes In Progress
Consider the demands of in-progress and high-risk calls and the preparation needed to respond when an incident is unfolding.
Explore courseCrisis Intervention
Explore active listening and communication when a caller is in crisis or experiencing mental illness.
Explore courseHostage Negotiation
Explore hostage negotiation awareness for communications professionals whose first contact with an incident may be a 911 call.
Explore courseSuicidal Callers
Examine suicidal caller interactions through recorded call review and discussion of risk, timing, and caller circumstances.
Explore courseTaking The Call - What to Expect Before, During and After an Active Assailant
Examine preparation before, during, and after an active assailant call, including the course’s POPS–PAUSE and BLARE approaches.
Explore courseTelecommunicator CPR (T-CPR)
Explore the role of telecommunicator CPR, including its importance, related statistics, and providing CPR instruction over the telephone.
Explore courseTerrorism and the Telecommunicator
Explore the telecommunicator’s role in terrorism-related incidents, including awareness of biological and chemical threats.
Explore courseThe Active Shooter
Study active shooter incidents from the telecommunicator’s perspective, using historical context, case studies, and recorded communications.
Explore courseTrafficking - Truth or Fiction?
Build awareness of human trafficking, the people who may be at risk, and signs that can matter during public safety interactions.
Explore courseCommunication
12 courses
911's Least Wanted
Consider the communication challenges created by difficult caller interactions, unpredictable technology, and calls that do not follow expectations.
Explore courseActive Listening
Explore when and how to use active listening, including the roles of rapport and empathy in encouraging cooperation.
Explore courseAdvanced Interviewing Techniques
Consider interviewing and problem-solving challenges involving difficult caller personalities, technology obstacles, and high-risk calls.
Explore courseCommunication in the Dispatch Center
Explore how attitudes and conflict resolution affect communication within a dispatch center.
Explore courseCustomer Service
Examine customer service in the dispatch environment, including difficult callers and the language used to support a productive conversation.
Explore courseHeroes with a Message: Transforming Public Safety Perception Through Powerful Storytelling
Explore how public safety professionals can shape their narrative and communicate a clear, concise story about their work.
Explore courseHow You Say It: Negotiation in Life and Work
Bring empathy, self-control, and active listening into difficult conversations at work and beyond the dispatch center.
Explore courseInteract With Purpose: How what you say (and how often you say it) defines your center's culture
Consider how your approach to communication contributes to the culture of a communications center.
Explore courseInterpersonal Skills and Threat Recognition
Consider interpersonal communication in high-pressure situations and strategies for recognizing and de-escalating potential threats.
Explore courseLiar Liar Pants on Fire
Explore deceptive communication, the cues discussed in the course, and ways to approach conversations when truthfulness is in question.
Explore courseSuicide Informed Vocabulary
Examine suicide-informed language, the distinction between thoughts and behaviors, and the effect of stigmatizing terminology.
Explore courseThe Compassionate Communicator
Explore empathy and active listening in 911 communications, and the difference compassion can make for callers and telecommunicators.
Explore courseCulture
13 courses
Biases - Do We Really All Have Them?
Examine bias in public safety through historical context and discussion of how it develops and appears in the workplace.
Explore courseCulture Awareness, Competency, and 911 Emergency Dispatchers
Explore cultural awareness and competency in the context of the diverse communities served by 911 emergency dispatchers.
Explore courseCulture is a Contact Sport: Why What You Do (and Don't Do) Shapes Your Center Everyday
Consider how everyday actions, attitudes, and choices contribute to workplace culture in a communications center.
Explore courseEveryday Ethics
Examine ethical behavior in public safety and the dilemmas that can arise through social media and everyday decisions.
Explore courseGenerations - Myths and Misunderstandings
Examine generational labels, stereotypes, and assumptions about behavior and needs in a multigenerational workplace.
Explore courseGossip Prevention in the 911 Center
Examine workplace gossip and its effects on trust, morale, and teamwork in a 911 center.
Explore courseHow Cultural Diversity Affects the Communication Center
Examine cultural diversity in the communications center and its relationship to community-oriented policing and public safety awareness.
Explore courseImplicit Bias
Examine race, ethnicity, socialization, and personal awareness in a course focused on understanding implicit bias.
Explore courseImproving Morale in Your Agency
Explore where morale begins, why it declines, and how a center can support a more positive workplace.
Explore coursePublic Safety and Generational Differences
Consider generational differences in workplace expectations and what they mean for recruiting, retaining, and managing personnel.
Explore courseWhat Drives the 911 Gossip Mill And How to Transcend it For Everyone's Sake
Examine workplace gossip, its different forms and intentions, and its impact on individuals and the communications center.
Explore courseWhy It Ain’t Easy to Change Your Center’s Culture—and What You Can Do About It
Examine the patterns that make organizational change difficult, including dissatisfaction, disengagement, and the influence of structure and leadership.
Explore courseWorkplace Bullying - How Bullying Has Transcended the School Playground
Examine workplace bullying, common myths, different bullying behaviors, and their effects on people.
Explore courseLaw, fire & EMS
9 courses
Emergency - The Other Side of the Call (an EMS perspective)
Look beyond the dispatch to understand EMS field operations and the challenges responders encounter on the other side of the call.
Explore courseFire Communications
Explore fire operations from the communications perspective, including incident management, apparatus, and communication during fire calls.
Explore courseFire Service Operations for the Telecommunicator
Explore fireground operations and emergency response protocols from the telecommunicator’s perspective.
Explore courseInterpersonal Violence
Examine interpersonal violence through different patterns of domestic abuse and analysis of 911 calls.
Explore courseLaw Call Classifications
Explore law enforcement call classification and how dispatchers distinguish and categorize different incident types.
Explore courseMechanics of Arrest
Examine arrest procedures through body mechanics, control techniques, and officer positioning in a course focused on law enforcement practice.
Explore courseRail Ready 911
Develop awareness of railroad emergencies from the communications center’s perspective, including appropriate terminology and communication.
Explore courseResponding to Crimes in Progress
Explore responses to crimes in progress for first responders and patrol officers, with material relevant to dispatch and call-taking personnel.
Explore courseResponse to Persons With Mental Illness
Consider patience, empathy, and calm communication when public safety personnel respond to people experiencing mental illness.
Explore courseLeadership
16 courses
Be The Leader
Explore mentoring, internal talent development, and succession planning as part of an agency’s leadership responsibilities.
Explore courseBe Who You Need(ed): Modeling, Mentoring, and Building Others
Consider how experience can become a source of influence through modeling, mentoring, and supporting other people’s development.
Explore courseCommunications Center Supervisor
Develop your approach to supervision through leadership styles, problem-solving, counseling strategies, and an introduction to relevant federal laws.
Explore courseDirector Strategies - Leading to Success
Explore leadership responsibilities that connect budgeting, organizational management, and customer service with the work of an agency.
Explore courseFrom Dispatch to Supervisor: Making the Leap
Examine the transition from dispatcher to supervisor and the skills that help new leaders step into the role.
Explore courseFrom Dumpster Fire to Diamond: Leading an Agency Out of Crisis
Explore returning to an agency in crisis and the leadership work involved in addressing the past, rebuilding trust, and restoring purpose.
Explore courseHire and Retain for Top Performers Program
Explore the hiring and retention skills involved in building a team of strong performers in a communications center.
Explore courseHow To Hire For Success
Consider how recruitment choices, candidate interviews, and hiring practices shape the people joining your agency.
Explore courseLead, Follow, or Get Out of The Way
Explore leadership traits, the needs and motivations of people, and examples of effective and ineffective leadership.
Explore coursePSAP Front Line Leader Success
Explore the foundations of effective leadership and how different leadership styles shape the trainer-leader role.
Explore courseSupervisor Skills
Explore supervision through the practical questions of team performance, discipline, and recognizing work well done.
Explore courseThe Business of Leadership
Consider how leadership ideas from the private sector can inform public safety communications and how leadership can appear at any rank.
Explore courseThe Power of Appreciation
Examine the role of appreciation in employee motivation, workplace relationships, and the way leaders support their teams.
Explore courseThe Staffing Conundrum
Explore recruitment and retention through candidate outreach, team morale, and approaches to staffing challenges.
Explore courseUnderstaffed: Are You Part of the Problem or the Solution?
Examine the part individuals play in staffing challenges, what employees communicate about the job, and possible responses to staffing concerns.
Explore courseWhat I Have Learned About Your ECC
Consider insights gathered from more than 100 telecommunicators about what leaders should continue, stop, and start doing in their centers.
Explore courseOrientation
5 courses
40 Hour Basic Telecommunicator Course
Build a foundation for a public safety communications career through the Basic Telecommunicator Training program.
Explore courseTelecommunicator Orientation Exam - Phase I
Explore a public introduction to emergency telecommunications and the job knowledge considered in the Phase I orientation course and exam.
Explore courseTelecommunicator Orientation Exam - Phase II
Explore the emergency telecommunications career overview associated with Phase II of the Telecommunicator Orientation Course and Exam.
Explore courseTelecommunicator Orientation Exam - Phase III
Review the introduction to emergency telecommunications provided through the Phase III orientation course and exam listing.
Explore courseTelecommunicator Orientation Exam - Phase IV
Explore the career and job-knowledge introduction associated with Phase IV of the Telecommunicator Orientation Course and Exam.
Explore courseRisk & readiness
11 courses
Active Shooter - Lessons Learned
Review lessons from active shooter incidents discussed through the experiences of Clackamas County 911 and Douglas County emergency communications.
Explore courseCommunications Center Liability
Examine liability concerns facing communications centers and why understanding risk matters across the organization.
Explore courseCountdown to Chaos
Prepare for large events and demanding incidents by connecting technology, stress management, and leadership under pressure.
Explore courseCritical Incidents
Consider preparation for critical incidents, including multiple simultaneous calls and readiness at both the individual and agency level.
Explore courseExpecting the Unexpected
Prepare to think through a range of emergency incidents and the demands of responding under pressure.
Explore courseHomeland Security and Disaster Response
Explore homeland security and disaster response as part of preparing dispatchers for changing threats and demanding incidents.
Explore courseLiability for the Communications Center
Examine liability from the perspectives of telecommunicators, supervisors, and the wider communications center.
Explore courseOklahoma City Bombing
Study the Oklahoma City bombing through the communications center’s experience, incident information, and lessons from the response.
Explore courseResponder Safety
Consider the risks of routine and complacency and the telecommunicator’s responsibilities in supporting responder safety.
Explore courseRoundtable - Incident Command
Explore Incident Command and Unified Command through a roundtable discussion of emergency disciplines and the integration of 911 communications.
Explore courseWhen Policy Kills
Consider how policies can hinder response and how goal sacrificing can affect the rules an agency creates.
Explore courseTechnology
6 courses
911 Challenges - Hacked, Attacked, and Where's That?
Explore everyday technology challenges in 911, including ANI/ALI verification, mapping accuracy, and changing systems.
Explore courseFuture Tech and How To Stay On Top Of It
Consider emerging PSAP technology, the problems it may address, and ways to stay informed as tools change.
Explore courseGIS (Geographic Information System) for Dispatchers
Explore how geographic information systems support emergency response, including GIS data and enhancements for dispatch operations.
Explore courseLocation and Beyond: Data Driven Emergency Response
Examine device hybrid location, how location information reaches a PSAP, and the devices and applications involved.
Explore courseNG9-1-1- Are We There Yet?
Explore NG911, location accuracy challenges, and the role of multimedia information in the PSAP.
Explore courseWho Moved My Headset: The Ever Changing Environment of 9-1-1
Consider how changing technology, training styles, and responsibilities affect a 911 center’s preparation for the future.
Explore courseTraining & development
9 courses
A Life Parallel To Dispatch
Reflect on careers in emergency communications, developing professional skills, and opportunities beyond the traditional telecommunicator role.
Explore courseBecoming More Than Just a Dispatcher
Explore the skills trainers use to support dispatcher development, including adult learning, instructional techniques, and Daily Observation Reports.
Explore courseBreeding Success
Examine the choices that make a dispatcher training program effective, including approaches to success, failure, and training within a budget.
Explore courseBreeding Success In Your Communications Center
Consider how recruiting, hiring, training, and retention fit together in developing a communications center’s workforce.
Explore courseCommunications Training Officer (CTO)
Develop the communications training officer’s approach to coaching, problem-solving, and remedial training.
Explore courseCTO - Communications Training Officer
Explore communications training through a program rooted in the Field Training Officer approach to preparing new personnel.
Explore courseElite Continuous Training
Strengthen the foundations of dispatch work through continuing instruction in call-taking, calming, and managing competing demands.
Explore courseFrom Failure to Success: PSAP Training Tactics that Work
Explore ways to engage trainees, work through obstacles, and strengthen a PSAP training program.
Explore courseUnlocking Confidence to Advance Your Mission
Consider how to recognize your existing experience and translate confidence into purposeful professional action.
Explore courseWellness
20 courses
Achieving Work/ Home Life Balance
Explore factors that make work and home difficult to balance, along with steps and communication approaches that can support change.
Explore courseBeyond the Manual: Real World Peer Support
Consider the structure, strategy, and adaptability involved in supporting a strong team through peer support.
Explore courseBuilding Mentally Tough High Morale 911 Teams
Explore mental toughness, peer resilience, and the relationship between shared challenges and team morale.
Explore courseBurnout's Kryptonite : How To Beat Burnout before burnout beats you
Explore physical, mental, and emotional approaches to resetting during the strain of a demanding career.
Explore courseCall of Calm
Explore breathwork approaches presented for managing stress and supporting well-being during a demanding workday.
Explore courseCO2 in Mental Health and Overall Health
Explore the role of carbon dioxide in breathing and the breathwork exercises discussed in the course.
Explore courseDispatcher Improvement
Examine the relationship between well-being and dispatcher performance, including stress responses and metabolic health.
Explore courseHow To Save a Life - Yours!
Revisit habits that affect telecommunicator well-being, including stress, sleep, nutrition, hydration, and the demands of public safety work.
Explore courseLearning to Thrive in a High Stress Workplace
Explore resilience, readiness, and burnout, with a focus on sustaining engagement throughout a demanding career.
Explore courseMentoring To Your Peers - A Mental Health Approach
Explore mentoring within a PSAP and its relationship to professional growth and mental health.
Explore coursePeer Support
Explore how peer support works within a 911 environment and what is involved in putting it into practice.
Explore coursePTSD (Post Traumatic Stress Disorder)
Build understanding of PTSD, approaches to personal recovery, and ways to support others affected by trauma.
Explore courseRecover Together
Explore how addiction affects families and how compassionate, healthy approaches can support connection and recovery.
Explore courseResilience: Protecting Your Mental Health
Consider mental resilience alongside emerging demands in emergency communications, including rare high-risk calls and 911 video.
Explore courseStress Awareness and Management and 911 Emergency Operators The Chaplain Benefit
Consider dispatch-specific stressors, stress management approaches, and the support a chaplain can offer emergency communications personnel.
Explore courseStress Management
Review stress management in the dispatch environment, including the pressures associated with critical incidents.
Explore courseSurvive and Thrive: Core Stress Resilience
Explore how stress affects the mind and body and why emergency communications can create distinct stress responses.
Explore courseTactical Self Care Tools
Learn psychological skills and self-care approaches for the effects of stress, disrupted sleep, and trauma.
Explore courseThe Crisis Within: When Tragedy Strikes A Team Member
Consider how an agency supports its people after a team member’s death, including remembrance, family support, and care for colleagues.
Explore courseTriumph Through Struggle
Examine emotional intelligence and mindfulness in the context of the feelings and demands that come with dispatch work.
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