CALEA and APCO - A Natural Partnership

The Commission on the Accreditation of Law Enforcement Agencies (CALEA), in conjunction with APCO International, has created standards for agencies that are responsible for handling emergency communications in their communities.
APCO can help agencies meet these standards in the following ways:

Other Ways APCO Can Help Your Agency Meet CALEA Standards

CALEA Standard

What APCO Offers

1.3.2. Workload Assessments

This toolkit automates the process of calculating staffing needs, monitoring agencies' retention rates over time and conducting employee satisfaction.

2.2.2. Values Acknowledged

APCO Institute's Public Safety Telecommunicator Course
The course requires telecommunicators to understand and sign APCO's Code of Ethics.

2.2.6. Critical Incident Stress

APCO Institute's Surviving Stress Course
This course teaches participants to recognize stress in themselves and others and how to mitigate its effects in the workplace.

4.1.4. Job Announcements

APCO's Career Center
This online resource is available to employers and job seekers at all levels of public safety telecommunications.


APCO/ANSI Standards for Public Safety Communications Positions
The standards outline the skills to look for when hiring new employees.

4.4.3. Promotion Process, Procedures Used

APCO/ANSI Standards for Job Positions
APCO defines duties and responsibilities for the following positions: Public Safety Telecommunicator; Communications Center Supervisor; 9-1-1 Manager; Quality Assurance Evaluator; Communication Training Officer; and Instructor

5.1.4. Lesson Plans

APCO Institute's Instructor CourseAPCO certifies instructors in the following disciplines: Public-Safety Telecommunicator; Communications Training Officer; Emergency Medical Dispatch; Fire Service; and Law Enforcement. 

5.1.5. Requirements for Trainers

APCO Institute's Instructor Course
This course covers topics including: instructional techniques; lesson plans; design and use of instructional media; simulation design and use; testing and evaluation; and liability in training

5.2.1. New Hire Training Program Required
5.2.2. New Hire Training Program Established

APCO's Agency Training Certification Program;
APCO Institute's Public Safety Telecommunicator Course
This certification advances the training and professional development of public safety communications officials. 

5.2.6. Annual Retraining
5.2.7. Shift Training

APCO Institute's Continuing Dispatch Education Program
The program includes ongoing and readily accessible CDE classes, webinars and videos.

5.2.10. Specialized Training

APCO Institute Courses
Specialized courses are available for Emergency Medical Dispatch; Communications Training Officer; Fire Service Communications; Law Enforcement Communications; Active Shooter; Crisis Negotiations; Customer Service; Disaster Operations; and Surviving Stress.

5.2.11. Training Officer Requirements

APCO Institute's Communications Training Officer Course
This course meets the ANSI CTO standard.

5.2.12. Promotional Training

APCO Institute's Supervisor and Manager ANSI Standards;
Communications Center Supervisor Course;
Leadership Certificate Program (RPL)

5.2.13. CALEA Accreditation Manager Training

APCO/CALEA Public-Safety Accreditation Manager Course

6.1.5. Quality Checks

APCO Institute's Comprehensive Quality Course

6.2.11. First Aid Instruction

APCO Institute's Emergency Medical Dispatch Program and Guidecards

6.2.14. Missing, Runaway, Abandoned or Abducted Children

National Center for Missing and Exploited Children (NCMEC) ANSI Standard;
APCO Law Enforcement Guidecards

6.5.2. TDD/TTY Access Procedures

APCO Institute's TTY Video on Demand;
Public Safety Telecommunicator Course:

Illuminations Continuing Dispatch Education Program;
Standard for TTY/TDD Use in the Public Safety Communications Center

7.1.2. Emergency Operations Plan (EOP)

APCO Institute's Disaster Operations and the Communication Center Course

 Download this chart as a PDF.

To learn more, visit the links above or contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. or (888) 272-6911.