Emergency Telecommunications Program

Online Program
A computer and web camera are required for online learning programs

Program Description

Train to answer emergency and non-emergency calls for police, fire, and emergency medical services and to efficiently relay the information to dispatchers.

Gain an understanding of the working environment which includes:

  • the stress of daily contact with life and death situations
  • sitting for long periods including times with little call activity
  • having to remain calm and in control when speaking to people who are in highly stressful situations
  • strictly adhering to rules and regulations
  • working in a closely supervised and evaluated environment

Course Content

Call Management 1

This is the core foundational course of the Emergency Telecommunications program. Students gain the skills and knowledge necessary to access, control and prioritize calls from the community. Students will practice these skills in conjunction with emergency communications hardware and software in a realistic laboratory experience.

Course Prerequisites – Keyboarding of 40 wpm

Course Outline

  • Understand emergency telephone conversation, obtain necessary information, and know policies and procedures.
  • Understand factors related to prioritizing calls.
  • Understand the function and use of the computer, software, and related peripherals.
  • Understand the types of calls and the impact related to dispatch.
Orientation to Pre-Medical Care

This course will provide an overview of emergency medical care and the theory required by an emergency telecommunicator as a first responder. Content will focus on the signs and symptoms of commonly encountered medical and traumatic emergencies and the management of the call. With this knowledge, students will gain an understanding of the context in which emergency first response medical care givers work and enable them to respond appropriately.

Course Outline

  • Understand and know basic first aid.
  • Understand and know common symptoms related to medical emergencies.
  • Apply the above knowledge when conducting a call.
  • Apply the above knowledge for enabling appropriate medical first responders.
Emergency Telecommunications Lab

This lab is the practical component for Call Management 1 and Call Management 2. Students will practice these skills in conjunction with emergency communications hardware and software in a realistic laboratory experience. This course reinforces the knowledge and skills acquired in the previous two courses.

Course Outline

  • Assess and record information from callers.
  • Understand and input information from callers or other agencies into computer, using typewriter style keyboard.
  • Determines appropriate call type and course of action, based on the nature of the call and its priority.
  • Know and follow appropriate protocol scripts to obtain and provide information.
  • Understand and manage contact with caller during life-threatening situations and provides instructions until units arrive.
  • Determine if emergency services are required for “hang up calls.”
Equipment Operations and Systems Management

This course will examine emergency telecommunications equipment from a practical perspective and will concentrate primarily on understanding the various applications and their benefits and limitations. Students will be exposed to and understand the principles behind various computer-aided dispatch systems, radio systems, telephone systems, recording systems and other communications equipment found in emergency telecommunications centers. This course will also examine the procedures and management of emergency systems. Emphasis will be on quality assurance and safety issues related to the management of emergency systems.

Prerequisites: Yes

Course Outline

  • Understand and exposure to equipment used in agencies.
  • Understand and exposure to software used in agencies.
  • Understand the value of quality control.
Crisis Intervention and Professional Issues

This course will provide an overview of the legal issues, regulations, legislation and quality assurance practices related to the role of an emergency telecommunicator. Students will also understand the incident documentation required by an emergency communications center and prepare such documentation. The students will also gain an understanding of the stresses related to the role of an emergency telecommunicator as well as the stress that a caller and members of the response team undergo during a crisis. Students will learn techniques, such as stress management, time management and adapting to change, that will assist them both personally and professionally and in responding to callers in crisis. The impact of stress and trauma on personal health and professional relationships will be discussed.

Course Outline

  • Understand the implications of personal and professional health when encountering crisis calls.
  • Know and understand practices in the role as a telecommunictor.
  • Understand laws, regulations, and policies related to communication operations.
  • Ability to research information in multiple directories and/or manuals.
  • Manage and control call for calm, stress-free exchange of critical information in a timely manner.
Call Management 2

This course will provide students with the understanding of multicultural and diversity issues. In addition, students will demonstrate critical thinking, problem solving and control concepts as well as decision-making, interpersonal and listening skills.

Course Prerequisites – Call Management 1

Course Outline

  • Apply knowledge gained and demonstrate the ability to manage call for diverse issues. Use scripted text to ensure quality.
  • Key/type critical information while listening; write quickly and legibly if equipment down time occurs.
  • Demonstrate the ability to prioritize calls using critical thinking and problem solving skills.
  • Demonstrate strong listening and interpersonal skills.
  • Analyze the severity of a call and the impact related to dispatch.
Professional Communications—Emergency Telecom

This course is designed to help Emergency Telecommunications students develop effective professional writing. They will also learn how to collect and present information in clear, concise, accurate, factual, and unbiased language that conforms to the minimum standards of English grammar, spelling, and punctuation.

Course Outline

  • Develop and demonstrate written and oral English proficiency.
  • Demonstrate writing skill that reflects standard grammar, spelling, and punctuation.
  • Demonstrate ability to clearly collect and share information.

U.S. Bureau of Labor Statistics Occupational Outlook Handbook

Job Titles

Police, Ambulance, Fire, Dispatch, and 911 Call Center Operator

Similar Occupations

Diploma or HSE; Proof of MMR; Criminal background check required prior to potential hire; Interview; Keyboarding proficiency

  • Tuition-free learning*
  • Books and supplies**
  • Program certifications**
  • NYS examination fees**
  • Finger printing**
*Applicant must meet eligibility requirements.
**If applicable. Covered costs are reviewed on an individual basis and may be subject to change.

SUNY Rochester EOC Certificate of Completion

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