Training and Support

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).

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.

Fees & Discounts

$399 per student.

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.

Fees & Discounts

$359 per student.

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.

Fees & Discounts

$359 per student. Volume discounts available

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.