Active Shooter Incidents for Public Safety Communications, 2nd Edition
This course is structured along the arc of events that happen before, during, and after an active shooter incident. The goal of the course is to provide education about the intricate issues and challenges posed by active shooter incidents, including: preparedness for an incident, response to an incident, and the role the telecommunicator plays following an incident. Choose a course number to learn more.
** Due to the nature of this topic it is highly recommended that registrants have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. **
Bullying and Negativity in the Communications Center, 2nd Ed.
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, we will define what bullying is and give 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 Choose a course number to learn more.
CALEA Campus Security Accreditation Manager
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CALEA Law Enforcement Accreditation Manager
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CALEA Public Safety Communications Accreditation Manager
Recognizing that the success of the accreditation process is dependent upon the skills of the accreditation manager, this online course was developed specifically for the CALEA Public Safety Communications Accreditation Manager.
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CALEA Public Safety Training Academy Accreditation Manager
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Communications Center Manager, 1st Ed.
The APCO’s Communications Center Manager, 1st Ed. course focuses on the core competencies required by learners training for the role of comm center managers. The course builds on the APCO ANS 3.109.3-2022 standard. Choose a course number to learn more.
** Must have completed a formal, instructor-led 40-hour basic telecommunicator, CTO course, and a 24-hour CCS course (or working knowledge of APCO ANS 3.104.2-2017 and APCO ANS 3.102.2-2017). If not APCO certified, provide a signed letter on agency letterhead stating pre-requisites are met. **
Communications Center Supervisor, 5th Ed., Version 1
The APCO Institute Communications Center Supervisor course is designed for prospective, new or experienced communications supervisors who want to enhance their supervisory skills and knowledge.
Choose a course number to learn more.
** Must have completed a formal, basic instructor-led 40-hour telecommunicator course and CTO program (or have a working knowledge of APCO ANS 3.104.2-2017). If not APCO certified, must provide a signed letter on agency letterhead stating the pre-requisites have been met. **
Communications Training Officer, 6th Ed.
APCO’s Communications Training Officer (CTO) 6th Edition course instructs CTOs how to support their agencies in running standardized training programs built on principles of performance-based training, performance management, and objective documentation. Choose a course number to learn more.
** Registrants must have successfully completed a formal, instructor-led 40-hour basic telecommunicator training program. **
Communications Training Officer, 6th Ed., Instructor
The Communications Training Officer Instructor 6th Edition Course teaches the best CTOs to teach others. Upon completion, the CTO Instructor will be able to train CTOs with APCO Institute materials. CTO Instructors will also be able to help build and maintain the CTO system. Choose a course number to learn more.
** Must hold current Communications Training Officer, 6th Edition certification, be employed with an agency and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center. **
Comprehensive Quality
A Comprehensive Quality Program cannot be created overnight. A program must be thought out and prior planning efforts put into the system utilizing the methods of measurement and the analysis of results achieved. A successful Quality Program will require a systematic approach.
Choose a course number to learn more.
** Registrants should be experienced in communications center operations, have a working knowledge of communications policies and procedures, and be involved in the Quality Assurance/Quality Improvement process within their agency. **
Crisis Negotiations for Telecommunicators, 2nd Ed.
The course provides an overview of crisis negotiations for telecommunicators who need to gather key information, engage with a person in crisis, and who may have to act as negotiators until responders arrive. The course objective is training call-takers on the nature of crises as well as the tools to help support the best resolution possible for these high-risk situations. Choose a course number to learn more.
** Due to the nature of this topic it is highly recommended that registrants have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. **
Customer Service in the ECC, 2nd Edition
This course examines customer service as a critical public safety function in the ECC. Learners explore how professional, compassionate communication builds trust, supports operations, and improves outcomes, while strengthening skills to balance empathy, efficiency, and accountability under pressure. Choose a course number to learn more.
Cybersecurity Fundamentals for the ECC, 2nd Ed.
ECCs are a valuable and vulnerable target for bad actors of all types, and research indicates that the frequency and intensity of cyberattacks will continue to grow. This course will provide ECC staff at all levels with foundational knowledge of cyberattacks, how to prevent exploitation, preparing for cyberattacks, and response steps if you find your agency under cyberattack.
Choose a course number to learn more.
** Due to the nature of this topic it is highly recommended that registrants have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. **
Disaster Operations and the Communications Center, 2nd Ed.
APCO’s Disaster Operations and the Comm Center, 2d Ed. is designed for public safety communications telecommunicators, supervisors and ECC leadership. Topics include emergency operation plans, disaster relief, FEMA and DHS, mass-casualty incidents and TERT. It focuses on calltaking and dispatching in natural and man-made incidents, including weather-related, terrorism, and pandemics. Choose a course number to learn more.
** Registrants must have successfully completed a formal, instructor-led 40-hour basic telecommunicator training program. **
Emergency Medical Dispatch Manager, 1st Ed., Version 2
This course will assist with the implementation and management of the APCO Institute EMD Program. It is intended to provide appropriate personnel, whether administrator, communications supervisor or other management personnel, with the necessary guidelines and information required for the management of their agency's EMD program. Choose a course number to learn more.
Emergency Medical Dispatch, 5th Ed., Version 5
Choose a course number to learn more.
** Registrants must have successfully completed a formal, instructor-led 40-hour basic telecommunicator training program and have current certification in CPR from the American Heart Association, American Red Cross or equivalent. **
Emergency Medical Dispatch, 5th Ed., Version 5, Instructor
The APCO Institute EMD program combines telecommunicator skills with medical issues. With this and ASTM standards in mind, the APCO Institute requires that the course be taught by instructors with medical and telecommunicator backgrounds. Choose a course number to learn more.
** 1. Current EMD 5.4 or 5.5 certification 2. Current CPR (AHA/ARC/Equiv) Certification 3.
EMT-A or Paramedic or higher Certification *if applicable 4. Minimum one-year experience in
an emergency communications center, a telematics or 3-1-1 call center. 5. Must be
affiliated with an APCO EMD agency. **
Fire Service Communications, 2nd Ed., Version 1, Canada
APCO Institute's Fire Service Communications, 2nd Edition Canada course raises the bar for in-service fire communications training! This dynamic course covers the terms, techniques and protocols required for excellence in fire service call taking and dispatch. Choose a course number to learn more.
** Although there is no pre-requisite for the course, it is recommended that registrants for this class have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. **
Fire Service Communications, 2nd Ed., Version 1, Canada Instructor
This course combines enhanced instructional techniques training with specific training on how to conduct the Fire Service Communications, 2nd Edition Canada course. Successful completion of this course enables your agency instructors to instruct the FSC, 2nd Edition Canada course in-house or regionally, allowing for significant reduction in your in-service training Choose a course number to learn more.
** Must hold current Fire Service Communications, 2nd Edition Canada certification, be employed with an agency and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center. **
Fire Service Communications, 3rd Ed.
APCO Institute's Fire Service Communications, 3rd Edition course raises the bar for in-service fire communications training! This dynamic course covers the terms, techniques and protocols required for excellence in fire service call taking and dispatch. Choose a course number to learn more.
** Although there is no pre-requisite for the course, it is recommended that registrants for this class have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. **
Fire Service Communications, 3rd Ed., Instructor
This course combines enhanced instructional techniques training with specific training on how to conduct the Fire Service Communications, 3rd Edition course. Successful completion of this course enables your agency instructors to instruct the Fire Service Communications, 3rd Edition course in-house or regionally, allowing for significant reduction in your in-service training. Choose a course number to learn more.
** Must hold current Fire Service Communications, 3rd Edition certification, be employed with an agency and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center. **
Fundamentals of Tactical Dispatch
The mission of a Tactical Dispatch Team is to provide emergency communications support to Incident Command at a critical incident or an event outside the routine capabilities of normal operations. In this APCO course, we explore the key knowledge and skills for tactical dispatch with the instructor and fellow students working together on scenarios that capture real-world experiences. Choose a course number to learn more.
** 1. Minimum one-year experience as an ECC telecommunicator 2. Registrants must have successfully completed a formal, instructor-led 40-hour basic telecommunicator training program 3. Successful completion of the free FEMA courses: IS 100, IS 200 and IS 700 **
Illuminations - CTO Track
Instructors in CTO Illuminations present continuing education on training-related topics for CTOs, trainers and other interested individuals. Offered as an annual online subscription-based service, the program enables participants to earn one CDE each month, for a total of 12 CDEs per subscription year. Choose a course number to learn more.
** CTO experience or certification is recommended **
Illuminations - EMD Track
Instructors in the EMD Illuminations Program present monthly topics that meet requirements for EMD recertification. Offered as an annual online subscription-based service, the program enables participants to earn one CDE each month, for a total of 12 CDEs per subscription year. Choose a course number to learn more.
** EMD experience or certification is recommended **
Illuminations - General Track
The General Illuminations Program covers a wide range of topics and is offered as an annual online subscription-based service. Each month, General Illuminations instructors present timely, relevant topics that can be accessed online, anytime during the month. Each month-long course allows participants to earn one CDE, for a total of 12 CDEs per subscription year. Choose a course number to learn more.
Illuminations - Supervisor Track
Instructors in Supervisor Illuminations present continuing education on supervisor-level related topics for supervisors and those interested in becoming a supervisor. Offered as an annual online subscription-based service, the program enables participants to earn one CDE each month, for a total of 12 CDEs per subscription year. Choose a course number to learn more.
** Supervisor experience or certification is recommended **
Law Enforcement Communications, 1st Ed.
APCO Institute's Law Enforcement Communications 1st Edition course raises the bar for in-service law enforcement communications training! This dynamic course covers the terms, techniques and protocols required for excellence in law enforcement call taking and dispatch. Choose a course number to learn more.
** Although there is no pre-requisite for the course, it is recommended that registrants for this class have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. **
Law Enforcement Communications, 1st Ed., Instructor
This course combines enhanced instructional techniques training with specific training on how to conduct the LEC 1st Edition course. Successful completion of this course enables your agency instructors to instruct the LEC 1st Edition course in-house or regionally, allowing for significant reduction in your new-hire and in-service training and travel costs. Choose a course number to learn more.
** Must hold current Law Enforcement Communications, 1st Edition certification, be employed with an agency and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center. **
Public Safety Telecommunicator 1, 7th Ed.
PST1, 7th Edition meets and exceeds industry accepted national basic training standards, including the APCO/ANS 3.103.2.2015 and NFPA 1061 2014 Edition. Choose a course number to learn more.
Public Safety Telecommunicator 1, 7th Ed. Instructor
This course combines enhanced instructional techniques training with specific training on how to conduct the PST1, 7th Edition course. Successful completion of this course enables your agency instructors to instruct the PST1, 7th Edition course in-house or regionally, allowing for significant reduction in your new-hire and in-service training and travel costs. Choose a course number to learn more.
** Must hold current Public Safety Telecommunicator 1, 7th Edition certification, be employed with an agency and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center. **
Public Safety Telecommunicator 1, 7th Ed., Canada
PST 1, 7th Edition training program has been revised to address Canadian Emergency Services Communications terminology and to introduce provincial and federal legislative requirements impacting Public Safety Communications across Canada. Choose a course number to learn more.
Public Safety Telecommunicator 1, 7th Ed., Canada Instructor
This course is ideal for those who have been tasked with training in-house staff on the Public Safety Telecommunicator 1 – Canada Version course. The course offers training on understanding the educational needs of adult learners, strengthening your presentation skills, and sharpening your classroom management. All course work will use the PST Canada version for application. Choose a course number to learn more.
** Must hold current Public Safety Telecommunicator 1, 7th Edition Canada student certification, be employed with an agency and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center. **
Public Safety Telecommunicator 1, 8th Ed.
Build essential telecommunicator skills with APCO’s PST1, 8th Edition. Learn call handling, communication, and decision-making while exploring modern technologies. Gain the knowledge and certification needed to confidently manage emergency and non-emergency calls. Choose a course number to learn more.
Public Safety Telecommunicator 1, 8th Ed. Instructor
APCO’s Instructor Techniques course allows agency staff to teach APCO courses. Built on the foundation of adult learning principles, this course prepares instructors in effective skills and techniques to train learners. Choose a course number to learn more.
** Must hold current Public Safety Telecommunicator 1, 8th Edition certification or PST 8 update certification, be employed with an agency and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center. **
Public Safety Telecommunicator 1, 8th Edition Instructor Update
The APCO PST 8th Edition Instructor Version Update course is designed to bring APCO Certified PST 7th Edition Instructors current with the new 8th Edition release. Choose a course number to learn more.
** Registrants must hold a current PST 7 Instructor certification. Does not apply to PST Canada. **
Public Safety Telecommunicator 1, 8th Edition Update
The PST 8th Edition Version Update Course is designed to bring all previously APCO Certified PSTs current with the new 8th Edition release. Choose a course number to learn more.
** Registrants must hold a current PST 7 certification. Does not apply to PST Canada. **
Radio Technician Certificate
The current APCO Institute Radio Technician Examination covers the material that a 2-way Radio Technician working in the communications center and the field should know. The major areas of concern are FCC Regulations, Basic Electronics, and Special Issues that are encountered in public safety communications. Choose a course number to learn more.
Staffing and Retention for the ECC, 2nd Ed.
APCO’s Staffing and Retention for the ECC 2nd Edition course seeks to address many of the challenges that ECCs face in both recruiting and retaining effective staff. Focusing on both policy and culture changes that can be made to improve employee satisfaction and support staff in both their current and future positions with the agency. Choose a course number to learn more.
Surviving Stress
Stress affects people of all ages, professions and life situations. Understanding these causes of stress in the profession will allow the Public Safety Telecommunicator to recognize and mitigate some of the stressful situations that they may encounter. This course addresses how to detect stress within yourself and co-workers and provides measures to reduce the impact. Choose a course number to learn more.