Course Content and Outcomes Guides (CCOG)

CCOG for ETC 113 archive revision 201704

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Effective Term:
Fall 2017

Course Number:
ETC 113
Course Title:
Communications Center Operations: Service Dispatcher
Credit Hours:
3
Lecture Hours:
10
Lecture/Lab Hours:
40
Lab Hours:
0

Course Description

Continues practical experience for industry related multitasking. Introduces advanced problem-solving and improves customer service involving diverse populations. Includes the use of multi-line phones and radios and the application of policies, procedures and protocols in the handling of specific customer service situations. Audit available.

Intended Outcomes for the course

Upon successful completion, students should be able to:

  • Process and evaluate information received via emergency and nonemergency calls using industry based questioning techniques.
  • Prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diverse customer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor response and provide needed support operations quickly and
    effectively
  • Use Computer Aided Dispatching (CAD) to display the required computer skills needed to function at the level of an entry-level telecommunications dispatcher

Course Activities and Design

  • Role-play using both phone and radio systems. Special emphasis will be placed upon the communication between call taker and customer.
  • Discuss and critique specific incidents and situations.
  • Use problem-solving activities involving difficult situations.
  • Locate and apply specific procedures and protocols to incidents in an appropriate manner.
  • Complete basic call entry including suspect and vehicle descriptions within 90 seconds
  • Navigate the computer aided dispatching system to successfully manipulate the call entry screen, pending call screen and unit screen
  • Assign appropriate units to pending calls
  • Coordinate simultaneous conversations by both radio and telephone.
  • Monitor and direct multiple units by radio and track status on all on duty responders.
  • Apply policies and procedures to the handling of calls.
  • Prioritize calls and determine response based on available resources
  • Apply written policy and procedures to complex situations

Outcome Assessment Strategies

  • Practical CAD based exercises and exams using Daily Observation Reports (DORs), and Law Evaluation Forms.
  • Written exams and quizzes
  • In class and take-home assignments and exercises

Course Content (Themes, Concepts, Issues and Skills)

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting

Related Instruction

Computation
Hours: 8

Course Outcome: Copy from the CCOG the outcome(s) which is associated with computation.

  • Process and evaluate information received via emergency and non-emergency calls using industry based questioning techniques.
  • Use complex situations to prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diverse customer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor response and provide needed support operations quickly and effectively
  • Use Computer Aided Dispatching (CAD) to display the required computer skills needed to function at the level of an entry-level telecommunications dispatcher

Content (Activities, Skills, Concepts, etc.): provide details or specifics

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting

 

Communication
Hours: 10

Course Outcome: Copy from the CCOG the outcome(s) which is associated with communication.

  • Process and evaluate information received via emergency and non-emergency calls usingindustry based questioning techniques.
  • Use complex situations to prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diversecustomer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor responseand provide needed support operations quickly and effectively
  • Use Computer Aided Dispatching (CAD) to display the required computer skills needed to function at the level of an entry-level telecommunications dispatcher

Content (Activities, Skills, Concepts, etc.): provide details or specifics

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting

Human Relations
Hours: 10

Course Outcome: Copy from the CCOG the outcome(s) which is associated with human relations.

  • Process and evaluate information received via emergency and non-emergency calls usingindustry based questioning techniques.
  • Use complex situations to prioritize responses, assign duties and allocate resources based on established policies and available manpower
  • Utilize problem solving skills to provide answers to challenges presented by a diverse customer base, including those who may be agitated or unreasonable
  • Successfully dispatch appropriate personnel and maintain close contact to monitor response and provide needed support operations quickly and effectively

Content (Activities, Skills, Concepts, etc.): provide details or specifics

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability
  • Resource Allocation
  • Scheduling
  • Mapping
  • Plotting