ECP110 - Introduction to Public Safety Communications

Subject Description 
This subject focuses on the special requirements and skills necessary for those entering the field of public safety communications. It will provide an overview of the profession and will cover the essential skills and processes associated with Communication Centre operations, including the gathering of information in emergency and non-emergency situations. It will also provide a fundamental understanding of 911 emergency services, including telephone and radio system operations. Upon completing this course, students will have the opportunity to complete the APCO (Association of Public-Safety Communications Officials) Public Safety Telecommunicator 1 Certificate examination.

Learning Outcomes 
Upon successful completion of this subject the student will be able to:

 

1. Define the roles, responsibilities and qualities required of a Public Safety Communicator.

2. Demonstrate the information systems used in public safety communications, including the phonetic alphabet, the 24-hour clock, other terminology and equipment recognition.

3. Demonstrate effective telephone communications using active listening skills.

4. Compare different communication styles, including face to face vs. telephone or radio.

5. Demonstrate a variety of information gathering techniques used in emergency and non-emergency situations.

6. Explain how public safety calls are classified for service.

7. Demonstrate techniques for dealing with difficult callers.

8. Explain the principles of customer service and explain how liability may affect Public Safety Communicators.

9. Describe the importance of ethics in the public safety field.

10. Describe the effect of the media on Communication Centre operations and explain how to communicate effectively with the media.

11. Explain the importance of continued professional development in this quickly changing environment.