• Understand the position, qualifications, and expectations of a Public Safety Telecommunicator
• Know average job expectations for pay, benefits, and scheduling
• Be aware of the common traits telecommunicators need to thrive

Block 1 - The Telecommunicator Professional (2 Legal Aspects)

• Define the duties of Public Safety Answering Points or Emergency Communications Center.
• Define the duties and responsibilities of the telecommunications profession
• Define and understand ethics, confidentiality, and perceptions of responsibility as they apply to telecommunicators
• Understand communications center organization, structure, and chain of command.
• Know the importance of communications center guidelines and mission statements.

Block 2 - Interpersonal Communications (4 Hours Interpersonal Perspectives)

• Know the elements of the communications cycle and understand why adherence to the elements is important to effective public safety communications.
• Be aware of how nonverbal communications can impact the information provided.
• Understand and apply active and reflective listening techniques for improved communications.
• Understand the importance of a positive customer service mindset
• Recognize and manage customer expectations

Block 3 - Call Processing (4 Hours Skill Development)

• Answer 9-1-1 calls within national standards.
• Use proper interview techniques (using the six W's) to ask questions in a logical sequence to obtain SEND information first.
• Use standard formats to request, log, and disseminate descriptive information of people and vehicles.
• Describe the call classifications of in progress, just occurred, and delayed.
• Gather, analyze, and dispatch intelligence that is real-time, accurate, and provides responders with added situational awareness.
• Understand the importance of call prioritization and aspects of a general priority hierarchy based on order of urgency.

Block 4 - Telephone Technologies (1 Hour Technical)

• Be familiar with the technology behind public telephone systems.
• Be familiar with the history and development of the national emergency number 9-1-1.
• Understand FCC regulations for data sent to basic, enhanced, wireless, and text-to-911.
• Be aware of Next Generation 9-1-1 (NG911) technical frameworks and how they affect public safety communications.

Block 5 - Teletypewriters and ADA Standards (1 Hour Legal Aspects/1 Hour Technical Studies)

• Understand the mandates required by the Americans with Disabilities Act (ADA) specific to governmental services.
• Define the function of TTY, telephone relay, and video relay services.
• Define the Justice Department interpretation of direct and equal access to services as well as other recommendations to ensure ADA mandates are met by public safety communications.
• Identify how TTY calls should be handled within the PSAP, and recommended training and testing procedures.
• Discuss emerging technologies to augment or replace existing TTY technologies.

Block 6 - Technology Challenges for Public Safety Communications (1 Hour Technical Studies)

• Understand how internet-based applications could be useful for obtaining or dissemination public safety communications information.
• Realize how audio and camera monitoring systems within jurisdictions and body-worn devices can increase awareness within the ECC.
• Know the availability and capabilities of personal protective equipment for field responders and how they will impact the ECC.
• Awareness of the potential of new technologies and how they might integrate with the advanced technologies of NG9-1-1.

Block 7 - Radio Dispatch Procedures (3 Hours Skill Development)

• Identify the ABC2 Rules of Radio Transmission.
• Describe how to initiate and acknowledge radio transmissions and three methods of improving transmissions during emergencies.
• Apply Interoperability principles and appropriate use of plain language.
• Identify information and actions critical to the responder's safety.

Block 8 - Law Enforcement Services (5 Hours Skill Development)

• Dispatch law enforcement incident information in standard format.
• Run officer initiated stops to conform to CAD entry and/or MULES entry formats.
• Manage radio communications for vehicle and foot pursuits to obtain specific information to meet agency policy.
• Know critical information to obtain and dispatch for specific law enforcement call types.

Block 9 - Fire Services (4 Hours Skill Development)

• Know the basics for handling fire calls effectively.
• Understand the matter, environments, and equipment fire responders are working with.
• Define common responsibilities of fire command and explain the local system of fire command.
• Explain general and local protocols used for the initial and follow-up dispatch of a large fire incident.
• Know the basics for handling fire calls effectively.
• Understand the matter, environments, and equipment fire responders are working with.
• Define common responsibilities of fire command and explain the local system of fire command.
• Explain general and local protocols used for the initial and follow-up dispatch of a large fire incident.

Block 10 - Emergency Medical Services (3 Hours Skill Development)

• Understand the history of emergency medical services to better understand advancements and the challenges of today.
• Know general practices necessary for EMS call prioritization and the basic principles of Emergency Medical Dispatch (EMD).
• Handle EMS calls effectively using best practices provided and agency procedures.
• Understand safety considerations specific to EMS response.
• Be aware of innovations within national EMS protocols.

Block 11 - Computer Aided Dispatch Technologies (1 Hour Technical Studies)

• Know what computer aided dispatch systems and associated technologies can provide to responders.
• Understand the basic configuration of typical CAD systems.
• Be knowledgeable of CAD operations, interfaces, and available resources.

Block 12 - Radio Technologies (1 Hour Technical Studies)

• Define "radio frequency" and how it relates to public safety communications
• List and describe the basic equipment and components of a public safety radio system
• Explain troubleshooting techniques for the telecommunicator
• Describe Missouri's technological solutions for radio interoperability

Block 13 - Telematics Technologies (1 Hour Technical Studies)

• Describe the information typically provided to the telecommunicator by the TCC Operator
• Describe telecommunicators actions for all telematics call types
• Describe driver assist/crash notification systems and call taking for these systems

Block 14 - National Incident Management System (2 Hours Legal Aspects)

• Know NIMS fundamentals and concepts, resource management practices, and differentiate among management characteristics.
• Describe the Incident Command System (ICS) Organizational Structure
• Describe basic Emergency Operations Center (EOC) functions, staff organization, and activation levels
• Be aware of other NIMS structures and interconnectivity
• Identify how incident information is used and concepts related to communications formats.

Block 15 - Liability and Courtroom Demeanor (2 Hours Legal Aspects)

• Define liability and how it applies to public safety communications professionals.
• Describe way telecommunicators, managers, and agencies can mitigate liability risk.
• Know the roles of key players in the courtroom and elements of courtroom demeanor.

Block 16 - A New Career (3 Hours Interpersonal Perspectives)

• Explain why shift work is stressful on the mind and body
• List the most apparent signs of mental, physical, and secondary stress
• Describe tips for reducing stress
• Describe common on-the-job issues in the ECC
• Explain the purpose of Critical Incident Stress Debriefing (CISD)
• Describe the requirements for continuing education for telecommunicators