Portland Community College | Portland, Oregon

State or national certification as an Emergency Telecommunicator may substitute for prerequisites.

Upon successful completion students should be able to:

 Define and identify high risk/low frequency situations faced by emergency services agencies in order to follow appropriate protocols for such situations.
 Apply call taking and dispatching performance based on the Department of Public Safety Standards and Training guidelines for dealing
with high risk situations.
 Communicate effectively with callers in crisis, using appropriate calming techniques to assess situation and complete call.

Application of principles and philosophy of dealing with crisis, through discussion and role-playing.

Scenarios of high risk situations.

Practical application of written procedures and protocols.

Demonstration of techniques for dealing with individual in high stress situations.

Student self evaluation.

Instructor verbal feedback

Written materials which may include essay, research or web searches

Course Content:
Acceptable practices currently considered the standard in emergency services professions, based upon state of Oregon and agency specific procedures and protocols.
Themes, Concepts, and Issues:
Immediate crisis intervention
Calming those involved in high risk incidents
Responsibilities and liabilities
Creating a “safe” response environment
Å·ÖÞ±­¾öÈü¾º²Âapp_Å·ÖÞ±­×ãÇòÍø-Ͷע|¹ÙÍøing working relationships with victims and responders
Skills:
Communication under stress
Empathy without sympathy
Terminology
Multi-tasking
Assessment and evaluation