Illuminations #72849 - Complacency in Call Handling

APCO Institute’s General Illuminations program is an annual subscription-based service that allows you to obtain topic-specific, at-your-desk continuing education. The program is open to anyone in the public safety communications industry. Subscribers earn one CDE for each monthly course completed.

2025 Topics Include:

January:	Handling Ambush Calls This General Illuminations course will educate public safety telecommunicators on domestic violence calls and the potential dangers of ambush to first responders. Participants will gain insight into the dynamics that escalate these types of emergency calls, including restraining orders, child custody, weapons/access to weapons, high emotional intensity, and perpetrator resistance. The student will learn risk assessment strategies for effective responses to these high-risk encounters.
February:	Introduction to AI This General Illuminations course provides public safety telecommunicators with a foundational understanding of artificial intelligence (AI) and its growing role in emergency communications. By the end of this course, participants will have a better understanding of AI basics, understand current and future potential use cases in public safety telecommunciations, and be able to apply ethical considerations.
March:	Am I a Liability? This General Illuminations course provides a deeper understanding of the responsibilities and liabilities of public safety telecommunicators. Participants will gain insight into duty of care, common liability issues, and best practices for risk mitigation. Telecommunicator liability risks, including failure to prioritize calls, failure to attend training or maintain certification, failure to gather accurate information, negligent communication, failure to follow policy/procedure, and failure to accurately document, are highlighted.
April:	Handling Language Barriers in the ECC This General Illuminations course provides public safety telecommunicators with essential communication strategies for interacting with non-English speakers and those who are deaf or hard of hearing. By the end of this course, participants will be able to demonstrate the use of translation services, TTY, and Video Relay Services, and apply compassionate communication techniques to handle calls involving language barriers.
May:	Dealing with Suicide Threats This General Illuminations course identifies appropriate crisis communication techniques to prepare the public safety telecommunicator to handle calls involving suicide threats better. Participants will learn how to assess the situation, communicate effectively with callers in crisis, and coordinate appropriate responses to ensure the safety and well-being of the caller and responders. Techniques such as active listening, empathetic communication, and de-escalation techniques to build rapport are discussed.
June:	Complacency in Call Handling This General Illuminations course provides public safety telecommunicators with strategies to maintain vigilance and accuracy in call handling. By the end of this course, participants will be able to understand the risks of complacency, identify personal and organizational signs of reduced attentiveness, and apply techniques to maintain focus and accuracy during call handling.
July:	Preparing for Large Outdoor Public Gatherings This General Illuminations course is tailored for public safety telecommunicators tasked with managing calls related to large outdoor public gatherings such as concerts, festivals, sporting events, community celebrations, and protests. Challenges such as crowd dynamics, potential hazards, mass casualty situations, and logistical complexities of emergency response are examined.
August:	Dealing with Search and Rescue Operations in the ECC This General Illuminations course provides public safety telecommunicators with knowledge and skills necessary for effective coordination and communication during search and rescue operations. By the end of this course, participants will be able to demonstrate how to manage resources, relay critical information, and coordinate with search teams to support search and rescue efforts.
September:	Critical Incident Stress Management (CISM) This General Illuminations course provides the public safety telecommunicator with the knowledge, skills, and tools necessary to manage the psychological impact of critical incidents they encounter. The participant will learn about the causes and effects of critical incident stress, recognize stress symptoms, and identify appropriate intervention and self-care strategies for themselves and their team members.
October:	Substance Abuse Awareness and Response This General Illuminations course provides public safety telecommunicators with knowledge and emotional intelligence to handle substance abuse-related calls. By the end of this course, participants will be able to apply strategies for compassionate communication, identify signs of substance abuse in calls, and understand the protocols for providing assistance.
November:	Deveoping Quality Policies and Procedures This General Illuminations course aims to equip public safety telecommunicartors with the knowledge and skills necessary to participate in the development of effective policies and procedures within their agency. Emphasis will be placed on understanding the importance of evidence-based practices, risk management, and the role of policies in guiding daily operations and decision-making. Additionally, the course will explore techniques for reviewing and updating policies regularly to ensure they remain relevant and effective.
December:	Multitasking and Switch Tasking This General Illuminations course provides public safety telecommunicators with essential skills to manage multiple tasks while prioritizing effectively in high-pressure situations. By the end of this course, participants will be able to explain how to handle interruptions, prioritize emergency calls, and efficiently switch between tasks without losing critical information.

COST: Annual Subscription (per student):
(No refunds, transfers, or substitutions allowed for this program)

Options	Price
Non-Member	$145
APCO Member	$125
Group of 26-50 registrants	$115 per person
Group of 51 and up registrants	$105 per person

APCO Institute is committed to bringing you affordable, quality training and education. Please take the opportunity to try out this new learning medium and invite a co-worker or two to join you!