On this page you will find the latest classes offered through
A.P.C.O. and A.P.C.O. Florida Chapter.
CLICK HERE FOR CURRENT SCHEDULED
CLASSES
Documentation and Evaluation Training
The attendee will learn what documentation is, why it is
necessary to document, what information needs to be documented and
the legal issues surrounding documentation, or the lack thereof.
There is discussion on Daily and Weekly Observations Records, what
should be included on the D/WORs, how to present them to the trainee
and more. 4 hours.
How To Be A More Effective Trainer
This 4-hour class discusses the characteristics of a good
trainer, the 10 commandments of good listening skills, active
listening skills do’s and don’ts, providing feedback, and more.
Exceptional Public-Safety Service
Students who attend this four-hour session will learn: how to
look at callers as customers; the skills needed to be an effective
listener; how to recognize the needs of the customer; the different
customer personalities; the importance of voice control, tone and
infliction; and more.
The Telecommunicator’s Role in Responder
Safety
Designed to help the Telecommunicator utilize their resources to
provide a higher level of service in regards to responder safety,
this class will help the Telecommunicator to understand important
responder safety issues; the importance of: good policies and
procedures; quality training for all aspects of their job; proper
interview techniques; proper dispatch techniques; and developing
time-saving techniques that promote responder safety.
9-1-1 and The Elderly
This class is designed to improve the Telecommunicator’s ability
to effectively and respectively obtain information from our elderly
callers. This course will assist the student in: being more
proficient (than before) in soliciting critical information from the
elderly caller; utilizing tips to progress through the call with
more ease; understanding the impact crime has on its elderly victim
and how to react appropriately to their reaction to the violation.
Emotional Intelligence
Do you have the capacity to create positive outcomes in
relationships with others and with yourself? This 4-hour course
discusses emotional intelligence, self-awareness, self-regulation,
self-regulation, self-motivation, empathy and managing
relationships.
Liability in the Communications Center
This class is regarding one of the most important aspects of being a
Telecommunicator. Whether you dispatch police, fire or EMS, or
answer calls received from your agency’s customers, liability should
be foremost in your thinking. This session discusses liability and
its related terms like negligence, civil prosecution, reasons a
Telecommunicator may end up in court, and how to protect yourself
and your agency from civil prosecution.
Terrorism/Haz-Mat Incidents for Emergency
Communications Centers
Given the times that we are currently living is, this is a
course that all Telecommunicators should take. It is designed to
familiarize the Telecommunicator in the successful handling of
terrorist and/or hazardous material incidents. Discussion is held
on the various types of terrorism, how to recognize when received
information might be a clue to a potential terrorist or haz-mat
incident, techniques for receiving these type complaints,
dispatching these incidents, maintaining and keeping records of the
incident, and termination of the incident.
Crisis Call Incident Self-Management
The goals of this 4-hour course are: to help the
telecommunications professional understand that it is normal to be
overwhelmed by the emotions and fears of the “crisis call”
situation; to give telecommunications professional a wealth of
skills to assist them during these type calls; and, to give the
telecommunications professional options and solutions to deal with
emotions after the crisis call.
If your agency is interested in having
any of these classes taught at your agency, please contact the
Florida Chapter’s Training Committee Chairman, Clara Woody-Redmon,
at
clara@apco-florida.org or at (352) 264-6622, Monday through
Friday. You may also contact the
Regional Representative for
your area of the state.
