Pre- and Post- Conference Courses

Get the most out of your APCO 2017experience and sign-up for one of these pre- or post-conference courses, including in-depth, in-person training courses provided by the APCO Institute.

+ Communications Training Officer, 5th Edition

Dates: August 10 - 12, 2017

Location: Hyatt Regency, Denver, CO
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Session Description:
The Communications Training Officer (CTO) 5th Edition course focuses on the development and maintenance of an agency's one-on-one training program and provides the training necessary to foster levels of consistency for CTOs as they provide on-the-job training to new hires. Upon successful completion, CTOs can help build and maintain the CTO system while exploring important elements of effective CTO programs. Previous editions of APCO's CTO program have been implemented in hundreds of agencies nationwide. 

This updated version of the course includes the essential elements of a CTO program based on the industry-recognized "San Jose Model" while also incorporating the requirements set by the national standard for CTO programs - APCO ANS 3.101.1-2007: Minimum Training Standards for Public Safety Communications Training Officers.

Topics include:

  • Performance Based Training
  • Preparing, Motivating and Communicating With Trainees
  • Customer Service in Public Safety Communications
  • Counseling
  • Stress Management
  • Meeting the Needs of the Adult Learner
  • Training Strategies
  • Performance Evaluations
  • Record Keeping and Documentation
  • Total Quality Management
  • Liability and Standards

In addition, students will receive a CTO Program Implementation Workbook and Reference Guide filled with sample forms, templates and best practices to use in creating their own CTO program or enhancing an existing program. Students will also receive a demonstration of APCO Institute's electronic Daily Observation Report (DOR) software Expectations: Evaluation Software package.

Prerequisites: 
Students must have successfully completed a formal basic telecommunicator training program.

Recertification Requirements:
APCO Institute certified CTOs are required to recertify every two years.

Cost:  $389.00 *
* APCO Full and Commercial Members receive a $20 discount.

+ Call Processing Incidents Involving Veterans with PTSD

Dates:  August 11, 2017

Location: Hyatt Regency, Denver, CO
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Session Description:
This course provides information regarding the challenges that returning military veterans are facing and to prepare Telecommunicators for the possibility of interaction with Veterans in crisis. The focus is on Veterans suffering from Post-Traumatic Stress Disorder or Traumatic Brain Injury.

Cost: $199 *
* APCO Full and Commercial Members receive a $20 discount.

+ Crisis Negotiations for Telecommunicators

Dates:  August 17, 2017
Location: Hyatt Regency, Denver, CO
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Session Description: 
Crisis situations differ from the daily emergencies that today's public safety telecommunicators handle. Hostage situations, barricaded subject incidents and suicidal callers, among others, require an advanced level of training for the telecommunicator to handle them successfully. This course will build on the knowledge, skills and abilities inherent in basic telecommunicator training programs to educate the public safety communications professional on the most effective way to receive and process calls involving crisis situations and to ensure they fulfill their role as a vital component of the overall public safety response.

Topics include:
  • Overview of a Crisis Situation
  • Hostage Situations
  • Suicidal Subject Situations
  • Suicide by Cop
  • Crisis Negotiation Tools for the Telecommunicator
  • Skills and Characteristics of a Successful Telecommunicator Negotiator...
  • Crisis Related Stress Management

Prerequisites: 
Students should have successfully completed a formal basic telecommunicator training program.

Cost:  $199 *
* APCO Full and Commercial Members receive a $20 discount.

+ Bullying and Negativity in the Communications Center

Dates:  August 17, 2017

Location: Hyatt Regency, Denver, CO
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Bullying is prevalent in the workplace including America’s 9-1-1 Comm Centers. The number of U.S workers affected by bullying is a staggering 65.6 million. In this presentation/seminar, we will define what bullying is and provide some examples. We will also look at the people it affects in our Comm Centers. Finally we will give you the tools to combat the bullying problem in your Comm Center.

Cost: $199 *
* APCO Full and Commercial Members receive a $20 discount.