Course Description
9-1-1 & the TTY Caller
This four-hour course meets the training requirements of the Department of Justice with regard to telecommunicator performance in compliance with the Americans with Disabilities Act (ADA). Instruction covers topics such as deaf culture, communication style, and legal requirements of ADA as it pertains to emergency communications and access. Identifying and processing calls from TTY callers is extensively covered. The course is highly recommended every six months while employed as a telecommunicator; participants will practice processing calls with standalone TTY’s and those in the Denco District will utilize the NG9-1-1 phone equipment for practice. Students must demonstrate proficient use of TTY equipment to pass this course. (Monthly)
Active Shooter for Telecommunicators >>
This one-day course examines the Active Shooter, an individual actively engaged in killing or attempting to kill people in a confined and populated area. Students will examine active shooters and various incidents and will cover appropriate telecommunicator actions including questioning techniques, identification of call types that may lead to an active shooter incident and immediate deployment of law enforcement to stop the shooting and mitigate harm to victims. (March, September)
Advanced Communications Training Officer (CTO) >>
This one-day course provides participants with advanced concepts for on-the-job training in a 9-1-1 center incorporating proven adult training techniques. The instruction will cover the knowledge, skills, and abilities to effectively train and evaluate new public safety communications center employees in the performance of their duties, in an on-the-job setting. This interactive workshop provides certified training officers with new approaches to delivering information that result in quicker and more effective learning. (January, July)
The Advanced CTO: How to Go From Good to Great >>
This three-day course is designed for current Communications Training Officers (CTOs) who want to elevate their training skills. This course focuses on self-awareness, adult learning strategies, and personalized training approaches. Participants will take a DiSC© Assessment to better understand how their personality influences their training style, then learn how to identify and adapt to the individual traits, generational differences, and learning needs of their trainees. The course introduces the JTA Scenario-Based Training Model and guides CTOs in applying it to develop effective, updated training plans. Through interactive lectures and practical exercises, CTOs will leave equipped to better train today’s dispatchers. (June)
Advanced Family Violence >>
This one-day course is designed for telecommunicators who have previously completed the SAFVIC for Telecommunicators Course or for those who desire more in-depth information regarding domestic violence and sexual assault calls. The course includes a thorough discussion on victim and abuser behavior, the telecommunicator’s role in providing compassion and empathy during a call, resources within the community, the 9-1-1 call and prosecution. Class participants will conduct several case studies and engage in group discussion regarding domestic violence situations. (January, September)
Advanced Fire Communications >>
This one-day advanced fire dispatch course focuses on a broad range of topics and scenarios. A case study format is used to help experienced telecommunicators enhance understanding of fire dispatch related topics. The course will cover mass casualty incidents, fire terminology, incident command, multi-alarm fires, hazmat, weather and other challenging incidents requiring complex fire services response. (September)
Advanced ProQA >>
This four-hour training is designed for agencies utilizing Pro QA software. The course focuses on enhancing participants’ proficiency with EMD protocols that are less frequently used or particularly challenging. Through targeted instruction and hands-on practice, attendees will gain valuable insights and build confidence in applying these complex protocols. This session offers an opportunity to sharpen critical skills, streamline call handling, and ultimately improve patient outcomes. (March, June, September)
Alert Activation in Texas: What Telecommunicators Need to Know >>
This four-hour course will provide an overview of the various Texas programs for dissemination of qualifying missing person advisories. Participants will learn how the State Operations Center (SOC) coordinates the dissemination of advisories through the State Network. These alerts are commonly known as the AMBER, Silver, Blue & Endangered Missing Persons Alert Programs. The goal of the State Network is to rapidly notify the public of specific missing person cases, promoting tips and leads to law enforcement. Any law enforcement agency can make a request to activate the State Network. Each alert program contains criteria designed to ensure network integrity and prevent public desensitization. Advisories can be issued within any Texas geographical area, including statewide. (February, September)
Basic Tactical Dispatcher >>
This three-day course covers the telecommunicator role in handling extreme situations and critical incidents involving tactical operations. Specific topics include intelligence gathering, disseminating information, incident command and negotiating with callers. Telecommunicators who successfully complete this training will be competent to provide incident management assistance in the Command Post by providing and assuming responsibility for on-scene communications, documentation and resource accountability support. This course is restricted to TCOLE licensed telecommunicators with two or more years of experience. (March, September, November)
Basic TCOLE Instructor >>
This five-day Basic Instructor Certification course is designed to provide the basic concepts of classroom instruction and to increase the quality of professional training. This course introduces the student to the teaching-learning process, phases of the teaching-learning process, factors affecting learning, preparing a lesson plan, adult learning techniques and methods of instruction. The students learn how to develop and use instructional media to enhance their presentations. In addition, the fundamental techniques of developing testing and evaluation procedures will be presented. Students are strongly encouraged to bring a laptop computer with word processing and presentation software. (e.g. PowerPoint, Keynote, Prezi, etc.) Student prerequisites include two years of experience as a peace officer, telecommunicator, or jailer. (March)
Basic Telecommunicator >>
This ten-day course, required by TCOLE within the first year of appointment, is designed to provide the new career Telecommunicator with an understanding of the emergency communications environment, and the core competencies in both emergency and non-emergency situations. This course will cover topics such as introduction to the telecommunicator career, interpersonal communications, call processing, emerging and traditional technologies, TTY Telematics, CAD and radio technologies, radio communication techniques, call classifications and liability issues, ethics, cultural diversity, crisis communications and stress, health and awareness. Students are required to successfully complete numerous in class exercises, quizzes and a final exam. Successful completion of this course is required to be eligible to take the Texas State Telecommunicator Licensing Examination. Pre-requisites: Students must meet TCOLE hiring mandates, possess a Personal Identification Number (PID) and hold current CPR certification. (January, April, June, August, October, December)
Basic Telecommunicator Study Session and Licensing Exam >>
These study sessions are conducted after each Basic Telecommunicator Course. The study sessions are intended to provide additional assistance in preparing for the Basic Telecommunicator Course and State Licensing Exams. During this session, students can study independently but will have access to an instructor for questions. (February, May, June, August, October, December)
Cardiac Emergency Communications >>
This four-hour course is designed to strengthen the ability of telecommunicators to recognize cardiac emergencies and initiate life-saving interventions over the phone. Participants will review critical call-taking techniques for identifying the need for CPR and providing effective, step-by-step instructions to callers. Current CPR certification is required as a prerequisite. This course fulfills the TCOLE requirement for cardiac emergency training, which must be completed once per two-year training unit by all licensed telecommunicators. As the content is integrated into the Basic Licensing Course, individuals who complete Basic 1080 during the current training cycle are not required to take this course separately. (February, May, September, December)
Cardio Pulmonary Resuscitation (CPR) >>
This four-hour course meets the requirements for Emergency Medical Dispatch, Cardiac Emergency Communications and Basic Telecommunicator prerequisite. Training follows the protocol and lesson plan of the American Heart Association including the five links in the adult Chain of Survival: Immediate recognition of cardiac arrest and activation of the emergency response system; Early cardiopulmonary resuscitation (CPR) with an emphasis on chest compressions; Rapid defibrillation; Effective advanced life support; and Integrated post-cardiac arrest care. Participants will be required to demonstrate CPR on an adult and an infant mannequin as well as complete a written test for certification. (Monthly)
Clear Perspectives: Mastering Feedback & Objective Documentation >>
This one-day course will provide an overview of how to provide and accept feedback efficiently. Participants will learn how each exchange of feedback offers an opportunity to gain insights into themselves and those around them. This class will focus on effective delivery methods and adept reception strategies, along with the importance of objective documentation in this process. Participants will also learn how accurate and clear documentation can enhance feedback delivery, making it more constructive and actionable. Additionally, the session will cover handling criticism constructively and leveraging it for personal growth. (May)
Communications Training Officer (CTO) >>
This three-day course covers the key components and elements of a one-on-one training program, with a focus on using the Daily Observation Report (DOR). Attendees will learn about the essential aspects of running a successful program, including the roles and responsibilities of both trainers and training coordinators, as well as techniques for motivation, counseling, documentation, and addressing liability issues. The course emphasizes adult learning styles and includes interactive class activities. This course is compliant with APCO ANS 3.101.3-2017. To receive certification, students are required to participate in the class activities and complete a written exam with a minimum score of 85%. A prerequisite for this course is one year of experience as a telecommunicator. (March, September)
CTO Workshop >>
This two-hour interactive workshop is designed for experienced Communications Training Officers (CTOs) looking to enhance their training techniques and collaborate with peers. Participants will take part in focused discussions and practical exercises that explore real-world training challenges and effective strategies for addressing them. Emphasis is placed on coaching, feedback, and problem-solving in the training environment, along with skill development in areas such as trainee evaluation and communication. With a strong focus on collaboration and shared experience, the workshop provides space for reflection, idea exchange, and actionable takeaways. It’s ideal for CTOs aiming to refine their approach or gain fresh insight into the training process. (May, August)
Customer Service >>
This four-hour course provides an overview of the roles and responsibilities of public safety communications professionals in providing quality customer service to 9-1-1 callers and colleagues. Participants will learn how to better identify customers and opportunities to provide outstanding customer service in the 9-1-1 environment. (February, August)
Dealing With Suicidal Callers >>
This four-hour course will provide Telecommunicators with the background knowledge and skills necessary to properly handle calls from suicidal callers. The participants will examine common myths about suicidal individuals and will be provided with specific techniques to potentially diffuse the volatile situation for both the caller and responding personnel. (February, August)
Dispatch Response to Active Killers (D-RAK) >>
This two-day course uses case studies and scenario-based training to examine Active Killer events, emphasizing the critical role of the telecommunicator. There will be an in-depth analysis of law enforcement’s response to the Sandy Hook School Shooting and other Active Killer events, as well as “swatting” calls. Dispatch personnel will perform scenario-based training repetitions that are monitored, coached and evaluated using a progressive (Crawl-Walk-Run) adult-learning, performance model. Dispatch personnel will also be presented with post-traumatic stress and wellness challenges they may encounter in the wake of an Active Killer event. (June)
ECC Manager Meeting >>
https://denco.gosignmeup.com/Public/Course/Browse
EMD Certification Course >>
This three-day course certifies the telecommunicator as an Emergency Medical Dispatcher through Priority Dispatch. This training will help participants master the protocols for taking and processing emergency medical calls from the public and dispatching appropriate resources. Participants will learn how to handle difficult callers, identify the correct chief complaint, assign needed resources, effectively communicate between responders and callers, and provide lifesaving support. This is hands-on training with real life examples and exciting audiovisual tools. Students must hold current CPR certification. (February, May, June, August, October)
EMD Mentor Certification Course >>
This three-day course certifies participants as an EMD Mentor through Priority Dispatch. Participants will be introduced to a structured, peer-based framework that pairs experienced EMDs with newer team members to provide real-time coaching, encouragement, and support. The program also equips mentors to assist current staff experiencing performance issues or adapting to new roles. By integrating adult learning principles, scenario-based training, mentoring techniques, and a focus on quality improvement, the course helps reduce stress and promote long-term success. (September)
EMD PRO QA >>
This four-hour Pro QA tutorial class is designed for agencies that use Pro-QA software. Participants will receive guided, hands-on practice navigating the system. The course covers core functions and common call scenarios to enhance confidence and response accuracy. Whether newly certified or in need of a refresher, attendees will leave better prepared to apply ProQA tools effectively in real-time situations. (February, May, June, August, October)
EMD Q Certification >>
This two-day intensive training program provides participants with the tools and understanding to properly evaluate and score the six elements of the Priority Dispatch Systems. Participants will be able to identify ways of measuring effective performance, discuss the ability to design and implement a quality management records system and give instructions for developing continuing dispatch education that addresses identified performance problems. Prerequisite is Basic EMD Certification. (July)
EMD Q Workshop >>
This four-hour interactive workshop is designed for telecommunicators who have completed EMD-Q certification and currently serve in a quality assurance role within their agency. Participants will review key EMD-Q concepts, evaluate call samples, and discuss recent updates to protocols and software. The session offers opportunities to collaborate, address common challenges, enhance QA skills and knowledge, and consider strategies for refining QA processes. (March, June, September)
Fire Communications >>
This two-day course equips telecommunicators with the knowledge and skills needed to confidently and effectively handle fire-related calls. Participants will explore Fire Department apparatus and their capabilities, essential fire-related terminology, and fundamentals of fire behavior including the Fire Triangle and classes of fire. It also addresses critical information for specialized incidents such as hazardous materials calls and highlights the dispatcher’s pivotal role within the National Incident Management System (NIMS). Through a blend of instruction and practical insights, telecommunicators will strengthen their ability to support fire response operations while maintaining safety and situational awareness. (May)
HazMat Incidents >>
This four-hour course will provide background knowledge and skills necessary to properly handle incidents involving various hazardous materials (HazMat). Participants will learn to properly classify hazardous materials based on information received from callers. Topics include obtaining information from marking systems, available local and national resources, and various response implications. (May, October)
Human Trafficking for Telecommunicators >>
This one-day course is designed to increase awareness of the issue of human trafficking and its effects on the local community through the exposure of information including: victim identification, investigation, rescue and prosecution considerations, and service provider availability. Participants will discuss development of a coordinated community response and the inter-connectivity of state, federal and global human trafficking concerns. (July)
Life on the Line >>
This one-day course is required for all new telecommunicators in the Denco Area 9-1-1 District within the first 90 days of employment. Instruction covers the 9-1-1 system, equipment features, functionality and procedures, ALI discrepancies, contacting support personnel, etc. This training includes communication and 9-1-1 mapping software training and may be taken as a basic refresher class. (Monthly)
Managing Burnout and Reclaiming Balance >>
This two-day interactive workshop explores the psychology and biology behind using coping skills on the job and how it can lead to burnout. Participants will learn to recognize and assess burnout and mental health symptoms, and understand the effects of chronic and traumatic exposure. The course provides practical resilience techniques to address anxiety, depression, and other challenges commonly faced by first responders. Attendees will develop personalized, proactive action plans to promote long-term mental well-being and sustain their effectiveness on the job. (May, November)
Mass Casualty Incidents >>
This four-hour course provides an overview of mass casualty incidents (MCI) for the 9-1-1 center. MCIs can quickly overwhelm resources creating significant challenges for the telecommunicator. Scenarios such as aircraft incidents, flooding, tornados, mass shootings, highway and lake incidents will be used as case studies to examine what went right and important lessons learned. (May, October)
Protect 9-1-1 >>
In this one-day course, attendees will learn about PTSD and other mental health conditions that affect first responders and 9-1-1 telecommunicators in particular; identify risk signals for suicide in themselves and in others; learn about resilience mindset and consider ways to bolster their own resilience, as well as complete a values assessment and learn about other methods to manage stress; learn about laws that protect confidentiality in the context of peer support, as well as learn and practice basic peer support strategies. (July)
Quality Assurance: Achieving QA/QI in the PSAP >>
This one-day course highlights the importance of a comprehensive quality improvement program, with a focus on quality assurance reviews as a core component. Participants will explore the distinction between quality improvement and quality assurance, the necessity of a structured program, and what elements should be regularly evaluated. The course also introduces the joint NENA/APCO standard, outlines key components of an effective QA review, and defines management’s role in the program. (April)
Recruit, Retain, and Schedule Making >>
This one-day interactive course is designed for individuals involved in hiring and scheduling within their organization. Participants will explore strategies for attracting and retaining high-quality employes, grounded in national standards and industry best practices. The course also examines various shift work models, their unique operational challenges, and how the physical and mental health challenges of shift work affect performance and retention. Through group discussion and hands-on activities, participants will collaborative on ideas and practice creating realistic, effective schedules. (February)
The Role of the Supervisor >>
This highly interactive three-day course for new and current supervisors who want to grow their skills as a leader in their organization. Participants will learn to handle key challenges when supervising colleagues in the communications center. Learning objectives include handling those who display inappropriate attitudes and do not follow procedures; curbing absenteeism and tardiness; giving constructive feedback and motivating employees so they are positive, engaged and productive. (February, October)
SAFVIC for Telecommunicators >>
This one-day course is designed to enhance a telecommunicator's skill and knowledge in dealing specifically with sexual assault victims and family violence calls. Case studies will be conducted and students will be exposed to real life scenarios to equip them with the tools they need to handle domestic violence and sexual assault calls. Prerequisites for this course include being currently licensed and employed as a telecommunicator. (January, September)
Spanish for Telecommunicators >>
This three-day course will give the telecommunicator basic instruction in pronunciation and phrases used in Spanish to keep callers on the phone until an interpreter can join the call. Cross cultural issues will be addressed and prepare the student to serve the Spanish speaking community in their area. Participants will be required to complete a verbal test to obtain credit for the course. This course is required for the Intermediate Telecommunicator Certification. Prerequisite is successful completion of TCOLE 1080 Basic Telecommunicator Course. (January, May, November)
TCIC/TLETS Mobile Operator Access >>
This one-day in-person course is designed for officers and users who perform TCIC/NCIC functions. TLETS training covers databases such as driver license, vehicle registration, and Financial Responsibility Verification Program (FRVP). In conjunction with TLETS databases, the training provides law enforcement with the procedural knowledge to query records and access Criminal History Record Information (CHRI). This course requires the TCIC/TLETS Mobile Access Manual. Users must
recertify every two years. (February, April, June, August, November)
TCIC/TLETS Less Than Full Access Operator >>
This two-day in-person course is designed for jailers and users who perform TCIC/NCIC functions. TLETS training covers databases such as driver license, vehicle registration, Financial Responsibility Verification Program (FRVP), International Justice and Public Safety Network (Nlets), Canadian Police Information Centre (CPIC), and Interpol. In conjunction with TLETS databases, the training provides law enforcement with the procedural knowledge to query records, access Criminal History Record Information (CHRI), confirm hits, and send and receive administrative messages. This course requires the TCIC/TLETS Less Than Full Access Manual. Users must recertify every two years. (February, May, July, September, November)
TCIC/TLETS Full Access Operator >>
This three-day in-person course is designed for telecommunicators and users who perform all TCIC/NCIC functions. TLETS training covers databases such as driver license, vehicle registration, Financial Responsibility Verification Program (FRVP), International Justice and Public Safety Network (Nlets), Canadian Police Information Centre (CPIC), and Interpol. In conjunction with TLETS databases, the training provides law enforcement with the procedural knowledge to query, enter, modify, clear, and cancel records, access Criminal History Record Information (CHRI), confirm hits, and send and receive administrative messages. This course requires the TCIC/TLETS Full Access Manual. Users must recertify every two years. (February, May, July, September, November)
Telecommunicator Intervention & Assessment Skills for Critical Incidents >>
This two-day course provides a comprehensive review of basic crisis intervention skills, focusing on responses to high-stakes incidents such as active shootings, hostage situations, kidnappings, and barricaded subjects, including those who are mentally ill or suicidal. Participants will explore effective intervention strategies and general guidelines for managing critical incidents. Real-world case examples from the instructor’s experience as a police hostage negotiator will bring these concepts to life. The course also emphasizes hands-on practice and skill refinement to prepare participants for real-world crisis response. (October)
Telecommunicator Role in Responder Safety >>
This one-day course studies line of duty deaths and other first responder safety situations. Students will learn the dangers of complacency and discuss the effects of such complacency for all first responders. Participants will be instructed on ways telecommunicators can help prevent tragedies and assure safety for all responders. Students will also be given tips on debriefing after high risk calls for service. (July)
TERT Basic Awareness >>
This one-day training course is designed to teach experienced public safety telecommunicators trained in one Public Safety Answering Point (PSAP) to assist another temporary, alternate, or permanent PSAP (ECC) when assistance is needed. Prerequisites include licensure as a 9-1-1 telecommunicator through the Texas Commission on Law Enforcement (TCOLE), a minimum of two years as a public safety telecommunicator, and current employment with a 9-1-1 public safety agency. (September)
Writing SOPS for Communications Excellence >>
This two-day course focuses on the core components of building and maintaining quality standard operating procedures (SOPs) for communications centers. This interactive approach instructs students on the basics of policy writing while providing templates and other helpful tools to get started. Students will be given the opportunity to create SOPS throughout the course and receive feedback from the instructor on ways to improve the process. Students will also receive information on best practices for policy and procedure building. Attendees should bring sample SOPs to class and any SOPs under review or in need of assistance to use as a project in class. (April)
Unscheduled Classes
Denco 9-1-1 also offers additional programs on a rotating basis, including:
Advanced TCOLE Instructor
A Victim’s Plea
Please contact us to express your interest in any of these classes; we’ll be glad to keep you informed when the next scheduled class is announced.