Departments must develop a systematic approach to training with emphasis on consistency and quality training. All seminars emphasize the importance of professionalism and the safety responsibility the telecommunicator has for the officers and the callers. The telecommunicators will learn how to handle calls the correct way with examples, lecture material and tapes of actual situations. The class atmosphere is relaxed, informative, humorous at times, and realistic with emphasis on class participation. I am a telecommunicator with over twenty years of experience. I can share and relate to the questions and problems the telecommunicators may have because I have handled the same situations.
All seminars can be tailored to meet the needs of your department.
| Basic Telecommunication Seminars: This basic
training program is geared for individuals in their first two years as a telecommunicator.
The classes can run from 24 hours to 40 hours of training. The topics covered
include ethics, customer service skills, information gathering techniques, basics of radio
broadcast, handling critical calls (such as suicides, domestic, etc.) and managing the
stress as it relates to the telecommunicator's position.
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| In-service Seminars: These seminars are geared to
your telecommunicators with more experience. Classes have included topics such as
customer service skills, review of the basic information gathering techniques, handling
critical situations such as dealing with the hostage/negotiation calls, domestics, etc.
Every telecommunicator can benefit from classes that offer suggestions on handling
situations and a review of handling some of the most difficult situations.
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| Specialized Seminars: Departments may at times
find themselves in need of training for specific situations that may have arisen.
Telecommunicators may request additional training on situations they may not feel totally
comfortable handling and would like more knowledge with. As an example, I have done
seminars on handling the initial contact calls for barricaded/hostage situations, dealing
with the suicidal callers, etc. A more detailed explanation on the handling of the
situation is presented along with the emotions the telecommunicator may experience.
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| Stress
Reduction for the Call taker/ Dispatcher: Law enforcement, by the very nature of the work, can cause a great deal of stress to those that work in the field. Call takers and dispatchers are often the first contact with people in critical, life and death situations and after even a short time it can take a toll both physically and mentally. This can result in illnesses, strained family life, and other personal problems. This seminar discusses a variety of methods, coping techniques and how to make choices to reduce the stress. Topics include: stress identification, sources of stress, symptoms of stress that can lead to burnout, dealing and managing the stress and improving life. This is offered as a one-day seminar.
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| Establishing or enhancing on a Telecommunication Training Program:
The task of organizing and implementing a training program can be overwhelming and
may leave you wondering where to begin. The goal of this seminar is to give
departments direction in the type of training program that will fit their needs.
We are not reinventing the wheel but offering ideas, solutions to common problems
and pitfalls, and materials and concept that have worked for other departments of various
budget limitations.
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| For further questions or to arrange for a seminar contact me at: |
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Write: JoAnne Hollmann Pro Telecomm Inc. P.O. Box 2632 Appleton, WI 54913 |
Email: joanne@bmh-cpa.com Fax: 920-749-2790 Phone: 920-731-8961 |
Copyright (c) 1998 Pro Telecomm, Inc. All rights reserved. Reproduction in whole or in part in any form or medium without express written permission of Pro Telecomm, Inc. is prohibited.