Certification training is important introductory training in the Total Response® solution. It can be taken online or in the classroom, in the disciplines of Police, Fire and Emergency Medical Dispatch. Online certifications are also available in Call Assessment and Telecommunicator-CPR.
Our certification courses combine training on specific skills and extensive role-playing using proven scenario-based protocols. Certification training courses meet or exceed all known guidelines and have become the standard for 911 call handling.
Successful completion of a course results in a two-year certification in that discipline.
Certification courses are only available to those who have the PowerPhone Total Response call handling solution.
Certification Courses
Start Registration Now • OR • Call 1.800.537.6937
Call Assessment Certification

PowerPhone’s online Call Assessment certification course provides 911 personnel with the tools to establish standards and conduct call reviews at the highest professional level.
Students are empowered to assess call-handling quality, evaluate call-handling performance, and recommend changes that improve communications and response. It’s an essential component of PowerPhone’s Total Response system.
Topics
- Principles of quality assurance.
- Benefits of implementing a quality assurance program.
- Review of the Total Response system.
- Steps to complete a call assessment.
- Assessing calls using the Total Response Quality Assurance Assessment Form.
- Evaluation of call data using the TRQA Summary Data Workbook.
- Providing feedback to call handlers.
Outcomes
- Collect call information and provide objective, measurable results.
- Introduce a quality assurance process to your call center.
- Recognize the value of structured call handling.
- Evaluate your agency’s processes and procedures against nationally recognized standards.
- Reduce exposure to liability.
Assessment and Data Summary Tools
For their own use, each student can download the TRQA Assessment Form template and TRQA Summary Data Workbook template to assess calls and measure the collected data. Please note: PowerPhone requires the use of Total Response Protocols for a live call-taking environment.
Online Course
This course can be taken online only.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Certification
Upon successful completion of the curriculum, graduates receive a two-year certification from PowerPhone in Call Assessment. This certification distinguishes your skill level within the industry and improves the standard of care you offer to both callers and responders.
Fees & Discounts
$329 per student (online course).*
*Pricing may vary in your state; please contact us to confirm.
Emergency Medical Dispatch
In emergency medical dispatch, the best response time is around four minutes. That may be too long.
What happens in those minutes before help arrives can make the difference between saving and losing a patient. This course teaches emergency call-takers how to provide lifesaving assistance in more than 40 types of medical emergencies.
Emergency Medical Dispatch Certification (EMD) is a 24-hour core certification program designed to meet or exceed all existing medical standards. It’s an essential component of PowerPhone’s Total Response system. EMD certification is applicable to any public safety call handling operation.
Topics
- Structured information gathering.
- Journalistic investigative approach.
- Four phases of EMD.
- Dispatch recommendations.
- Common misconceptions about EMD.
- Pre-arrival instructions.
- Response allocation and response prioritization.
- Seven systems of the body.
- Pediatric considerations.
- Additional topics.
Outcomes
- Perform EMD according to DOT/NHTSA guidelines.
- Assist in childbirths, cardiac incidents, gunshot wounds and over 40 other medical emergencies.
- Give medical assistance with confidence.
- Apply risk-management techniques to reduce your liability.
- Deal with special concerns for child and elderly victims.
Classroom or Online
This course can be taken either in the classroom or online.
- Classroom training is delivered at host agencies across the U.S.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Certification
Upon successful completion of the curriculum, graduates receive a two-year certification from PowerPhone in Emergency Medical Dispatch. This certification distinguishes your skill level within the industry and improves the standard of care you offer to both callers and responders. This course may be used for ENP CEU credits.
Fees & Discounts
$399 per student.*
*Pricing may vary in your state; please contact us to confirm.
Fire Service Dispatch
Learn to spot the red flags in fire service dispatch calls and protect your first responders.
PowerPhone’s Fire Service Dispatch (FSD) program gives 911 personnel and public safety call handlers the latest tools and techniques to better handle fire service communications.
This course empowers dispatchers to quickly assess emergency situations, send responders at the right priority with the right information, and help protect callers and victims. It’s an essential component of PowerPhone’s Total Response system.
Topics
- NFPA Incident Command System.
- Caller, victim and responder safety.
- Liability and legal issues.
- Primary, secondary and third-level dispatch information.
- Site/incident-specific information.
- Telephone techniques.
- Command and control.
- Pre-incident planning.
- Mass disasters.
- Professionalism.
- Structured information gathering.
- Journalistic investigative approach.
- Roles and responsibilities.
- Dispatch recommendations.
- Pre-arrival instructions.
- Common call types.
Outcomes
- Identify tactics to better protect responders.
- Reduce exposure to liability.
- Explain the actions of fire rescue personnel and basics of fire behavior.
- Understand the importance of pre-arrival instructions at a fire rescue incident.
- Learn the principles of the Incident Management System.
Classroom or Online
This course can be taken either in the classroom or online.
- Classroom training is delivered at host agencies across the U.S.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Certification
Upon successful completion of the curriculum, graduates receive a two-year certification from PowerPhone in Fire Service Dispatch. This certification distinguishes your skill level within the industry and improves the standard of care you offer to both callers and responders. An optional Telecommunicator-CPR certification is available at no additional charge. This course may be used for ENP CEU credits.
Fees & Discounts
$359 per student.*
*Pricing may vary in your state; please contact us to confirm.
Law Enforcement Dispatch

Effective law enforcement dispatch training to meet every changing challenges.
An alarming number of police officers are injured or killed prior to the arrest phase. A properly trained emergency call taker can help protect these officers, as well as preserve evidence and assist victims.
PowerPhone’s Law Enforcement Dispatch (LED) program teaches operators to effectively handle emergency law enforcement calls by following a simple formula to gather and share the most important information fast and with accuracy. It’s an essential component of PowerPhone’s Total Response system.
Topics
- Structured information gathering.
- Journalistic investigative approach.
- Identifying gunshots.
- Liability and legal issues.
- Assault, robbery and domestic violence.
- Motor vehicle accidents and stops.
- Response prioritization.
- Roles and responsibilities.
- Dispatch recommendations.
- Pre-arrival instructions.
- Common call types.
Outcomes
- Learn the call taker’s role in protecting and serving the public and responders.
- Understand agency and individual ways to reduce liability in the communication center.
- Apply crisis intervention strategies to deal with suicide callers, hostage situations, workplace violence and domestic violence.
- Examine current issues facing 911 as a result of new terrorist threats and homeland security initiatives.
- Understand barriers to good listening and tactics for handling difficult callers.
Classroom or Online
This course can be taken either in the classroom or online.
- Classroom training is delivered at host agencies across the U.S.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Certification
Upon successful completion of the curriculum, graduates receive a two-year certification from PowerPhone in Law Enforcement Dispatch. This certification distinguishes your skill level within the industry and improves the standard of care you offer to both callers and responders. An optional Telecommunicator-CPR certification is available at no additional charge. This course may be used for ENP CEU credits.
Fees & Discounts
$359 per student.*
*Pricing may vary in your state; please contact us to confirm.
Telecommunicator-CPR Certification
As part of an initiative to extend access in Telecommunication-CPR (T-CPR) training to all public safety telecommunicators, PowerPhone has now made its Telecommunicator-CPR Certification (T-CPR) course available to students who enroll in Fire Service Dispatch (FSD) and Law Enforcement Dispatch (LED) certifications in addition to its Emergency Medical Dispatch (EMD) course. The module is offered as an optional component at no additional charge to all students taking FSD and LED but remains a mandatory and integral part of our Emergency Medical Dispatch certification.
Telecommunicator-CPR Certification (T-CPR) meets all of the American Heart Association’s best practice recommendations for dispatcher-lead CPR instructions including the standard that all Telecommunicators receive at least three to four hours of T-CPR training.
The four-credit-hour-equivalent course features real audio clips with interactive prompts to guide students through the T-CPR information-gathering and decision-making processes and utilizes PowerPhone’s proven online education model to keep students engaged. The course teaches students to quickly recognize appropriate T-CPR scenarios and how to relay effective CPR instructions to the caller.
Students enrolling in FSD or LED may simultaneously enroll in the T-CPR course, which must be completed within the same thirty-day requirement for completing the FSD or LED course.
T-CPR certification will soon be available to dispatchers from agencies who do not use PowerPhone’s Total Response protocol system as a four-credit-hour course.
Across-the-board training is the best way for communities to ensure the appropriate response to any emergency. The essence of successful T-CPR involves prompts recognizing the need for resuscitation and the effectiveness of its delivery. Training every 911 call handler in T-CPR is ideal because it is both best for the patient and less stressful for the caller since CPR instructions empower callers to take action until emergency responders arrive on scene.
Course Topics
Telecommunicator-CPR Certification includes modules dedicated to:
- The Respiratory System.
- The Heart and Circulatory System.
- How to Recognize Out-of-Hospital Cardiac Arrest.
- Performing Effective CPR.
- Operation of the Automated External Defibrillator (AED).
- T-CPR Scenarios.
Recertification Courses
Refresh your skills and keep your knowledge current with PowerPhone Recertification.
PowerPhone’s online, biannual recertification training allows call-takers to maintain proficiency in the Total Response® system and reinforces call-handling techniques and protocol usage.
Programs are completed online, at a time and place convenient to you. Upon completion, certification is renewed for two years.
Recertification courses are only available to those who have the PowerPhone Total Response call-handling solution.
Start Registration Now OR • Call 1.800.537.6937
Call Assessment Recertification
PowerPhone makes it easy to stay certified in Total Response® Call Assessment.
Our online program lets you renew your Call Assessment certification and keep up on quality assurance trends. It’s an easy way to keep your skills fresh.
Topics
- Principles of quality assurance.
- Benefits of implementing a quality assurance program.
- Review of the Total Response system.
- Steps to complete a call assessment.
- Assessing calls using the Total Response Quality Assurance Assessment Form.
- Evaluation of call data using the TRQA Summary Data Workbook.
- Providing feedback to call handlers.
Outcomes
- Collect call information and provide objective, measurable results.
- Introduce a quality assurance process to your call center.
- Recognize the value of structured call handling.
- Evaluate your agency’s processes and procedures against nationally recognized standards.
- Reduce exposure to liability.
Online Course
This course can be taken online only.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Fees & Discounts
$129 per student (online program)
Emergency Medical Dispatch Recertification
Maintain your valuable Total Response Emergency Medical Dispatch certification.
PowerPhone’s convenient online program lets you renew your EMD certification and stay on top of the latest medical trends. It’s easy to use and an enjoyable way to learn.
Topics
- Latest AHA CPR guidelines.
- AED procedures.
- Patient confidentiality.
- Review of essential protocols.
- Tape review with actual 911 calls.
- Call handling skills review.
- EMD process refresher.
Outcomes
- Perform EMD according to DOT/NHTSA guidelines.
- Assist in childbirths, cardiac incidents, gunshot wounds and over 40 other medical emergencies.
- Give medical assistance with confidence.
- Apply risk-management techniques to reduce your liability.
- Deal with special concerns for child and elderly victims.
Online Course
This course can be taken online only.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Fees & Discounts
$129 per student (online program)
Fire Service Dispatch Recertification
Keep your Total Response® Fire Service Dispatch certification valid.
PowerPhone’s online program lets you retain your valuable FSD certification and stay up-to-date on the latest fire-related trends. It’s a convenient way to gain knowledge and maintain your certified status.
Topics
- RECEO-VS.
- Carbon monoxide emergencies.
- False alarms.
- Gas emergencies.
- Natural disasters (blizzards, floods, tornadoes).
- Electrical emergencies.
- Rescues (water and ice rescues, high-angle rescues, confined space rescues).
- Placard review.
- Wireless technologies and homeland security.
Outcomes
- Identify tactics to better protect responders.
- Reduce exposure to liability.
- Explain the actions of fire rescue personnel and basics of fire behavior.
- Understand the importance of pre-arrival instructions at a fire rescue incident.
- Learn the principles of the Incident Management System.
Online Course
This course can be taken online only.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Fees & Discounts
$129 per student (online program)
Law Enforcement Dispatch Recertification
It’s easier than ever to keep your Total Response Law Enforcement Dispatch (LED) certification valid.
PowerPhone’s LED recertification program is the most convenient way to stay on top of the latest public safety trends and retain your LED certification. Complete the course online, on your own schedule.
Topics
- Active listening skills.
- Barriers to good listening.
- Protecting officers.
- Youth violence.
- AMBER alerts.
- Hostage negotiation.
- Anonymous callers.
- Suicide intervention.
- Domestic violence.
- Forensic audiology.
- Wireless technologies and homeland security.
Outcomes
- Learn the call taker’s role in protecting and serving the public and responders.
- Understand agency and individual ways to reduce liability in the communication center.
- Apply crisis intervention strategies to deal with suicide callers, hostage situations, workplace violence and domestic violence.
- Examine current issues facing 911 as a result of new terrorist threats and homeland security initiatives.
- Understand barriers to good listening and tactics for handling difficult callers.
Online Course
This course can be taken online only.
- Online courses can be taken anytime and bring the same learning experience to any size screen or device.
Fees & Discounts
$129 per student (online program)