APCO Offers Delivery Methods to Match Your Needs

APCO Institute courses are available as online, virtual classroom and live/in-person.

Online Courses

Online courses are a training option for those who may need to work around a busy schedule. Online courses are  led by APCO Institute adjunct instructors but offer the flexibility to be accessed and viewed at a time convenient to the student. All lessons are completed online, with 24/7 access from any internet-enable device.

More about online courses

Virtual Classroom

Virtual Classroom offers live instruction in real-time by APCO Institute adjunct instructors. Each course is conducted in an interactive, engaging environment online, offering a similar experience to the traditional classroom setting.  With set dates and schedules, virtual classroom courses offer a more expedient means to earn certifications versus traditional online courses. Virtual courses require that students have an internet-enabled computer with webcam, speakers and microphone for the duration of the course.

More about virtual classroom courses

In-Person Courses

Live class options include training at APCO headquarters, at the annual conference, in your region with you as a co-host, or under contract at your agency. Individuals in your agency who have been certified as APCO Instructors for a discipline may also teach that course in your agency for only the cost of materials.

More about live courses

Download a PDF version of the training catalog.

Online Course Catalog

NOTE: APCO has a 90% rule (attendees must attend 90% of a course) for all courses. No attendee can miss more than 10% of the course time or assignments.

 

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Active Shooter Incidents for Public Safety Communications

Due to the nature of this topic it is highly recommended that students have successfully completed a 40-hour formal basic instructor-led telecommunicator training program.
Course Description

Active shooter incidents are high-risk, high-stakes events that, without warning, can cause devastating consequences in just a few brief moments. For all facets of public safety, including communications, there are a host of issues that make responding to an active shooter incident more difficult than many other armed subject calls.

These types of incidents have been increasing in frequency. Shooters have a wider range of more powerful weapons available. The motivations behind these incidents continue to grow more complex. As with any other type of emergency situation, the telecommunicator plays a vital role in the response to active shooter incidents.

Telecommunicators need to be aware of the unique challenges posed by active shooter incidents and be prepared to address them well in advance. This course looks at the role of the telecommunicator through all stages of an active shooter incident.
This course is built on the experiences of frontline telecommunicators who have worked active shooter incidents. Upon their recommendation, the 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 educate telecommunicators 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.

Topics include
  • Overview of incidents, perpetrators and targets
  • Phases of an active shooter incident
  • Getting and handling calls reporting an incident
  • Dispatch and ongoing communications
  • Responder safety and secondary dangers
  • Handling calls from victims trapped in the incident
  • Telecommunicators’ role post-incident: rescue and extraction
  • Recovery from an incident: impact and stress, ongoing issues
Perfect for a one day pre-conference or post-conference course.

Bullying and Negativity in the Communications Center

Course Description

This course examines how bullying occurs and how to combat the issue. The eight-hour course explores the nature of the problem, its impact on people and organizations, corrective actions that can be taken, and steps to foster and maintain civility in the communications center. This course aims to help students develop the skills needed to effectively practice civil behavior, as well as demonstrate different ways organizations can systematically combat bullying and cultivate civility in the workplace.
Topics include
  • Behaviors associated with bullying
  • Impact on individuals
  • Impact on communications center operations
  • Communications center management’s responsibility to act
  • Civility and incivility in the workplace
  • Overcoming incivility in the workplace and cultivating civility
  • Conflict resolution
  • Writing and implementing a civility policy
Perfect for a one day pre-conference or post-conference course.

Communications Center Manager

Formal, Instructor-led 40-hour basic telecommunicator, CTO course, and a 24-hour CCS course (or working knowledge of APCO ANS 3.103.2.2015, 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.
Course Description

The APCO Institute’s Communications Center Manager, 1st Ed. course provides training designed specifically focused on the knowledge, skills, and abilities needed for candidates to successfully move into the role of Communication Center Manager or Director.

Students should have access to their agency’s policies and procedures as a resource to use in class.

Must have working knowledge of the below standards:
Topics include:
  • The Comm Center Manager and the Agency
  • The Comm Center Manager on the Job
    • The Workplace Context
    • The Key Professional Knowledge and Skills
  • Managing People and Talent within the Workplace
  • Managing ECC Operations and Administration
  • Managing Initiatives and Projects
  • Managing ECC Performance and Quality Control
    • Liability Issues and Risk Management
Classroom instruction is supplemented by practical exercises that help students apply the lessons to their own agency policies and procedures. Students not only learn management skills, but they also learn about positioning their agency in the public arena, building support with key stakeholders, both internal and external, and understanding how performance accountability applies to them individually as well as collectively for the agencies they lead.

Comm Center Supervisor

Must have completed a formal, basic instructor-led 40-hour telecommunicator course and CTO program (or have a working knowledge of: APCO ANS 3.103.2.2015 and 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.
Course Description

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.

Class lecture is supplemented by practical exercises that help students apply the lessons to their own agency policies and procedures. Students not only learn supervisory topics, but also learn how to work together in groups and cooperate to attain common goals.
Topics include
  • The Telecommunications Supervisor Role
  • Liability Issues for Supervisors
  • Policies, Procedures and Directives
  • Communication Skills
  • Self-Assessment
  • Employee Evaluation and Motivation

CALEA Accreditation Manager Courses

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 Accreditation Manager. It is ideal for training new accreditation managers or as a refresher for existing staff. The CALEA Accreditation Manager course introduces the student to history and purpose of CALEA, the resources available to assist agencies during the accreditation process, and use of agency written directives and proofs-of-compliance.

Students successfully completing all requirements will receive certification demonstrating completion of a training course, which meets CALEA standards for Accreditation Manager training.

Topics Include:

  • Introduction to CALEA
  • Introduction to PowerDMS
  • Applying the CALEA Guide to Successful Accreditation Management
  • Use of the CALEA Standards Manual
  • Interpretation and application of CALEA standards
  • Agency Self-assessment
  • CALEA remote web-based and site-based assessments

Prerequisites:
Access to PowerDMS; provided by CALEA

Duration: 8 weeks for Public Safety Communications, Campus Security and Training Academy
CDEs Earned: 24
Tuition: $499 per Student

Duration: 11 weeks for Law Enforcement
CDEs Earned: 33
Tuition: $675 per Student

Upon successful completion, a joint certificate from APCO & CALEA will be issued and tracked by APCO.

This course was developed in partnership between the Commission on Accreditation for Law Enforcement Agencies, Inc. (CALEA®) and the Association of Public-Safety Communications Officials (APCO).

Communications Training Officer

Students must have successfully completed a formal, instructor-led 40-hour basic telecommunicator training program.
Course Description

APCO Institute’s new Communications Training Officer (CTO) 6th Ed. course provides comprehensive training on the roles and responsibilities of CTOs in running an agency’s one-on-one training program. The course focuses on performance-based training and management and the need for standardized training with documentation.

This CTO 6th Ed. course includes the essential elements of a CTO program based on the industry recognized “San Jose Model” while also incorporating the requirements set by the national standard for CTO programs — APCO ANS 3.101.3-2017 Minimum Training Standards for Public Safety Communications Training Officers.

Topics include
  • The Communications Training Officer: Roles and Responsibilities in Performance Management and Training
  • CTO Program Building Blocks
  • Preparing, Motivating, and Communicating with Trainees
  • Training and the Adult Learner
  • Documentation in the CTO Program
  • Tracking and Evaluating Trainee Performance
  • Liability
  • The CTO and the Future of the Workplace
Course resources include templates for the Daily Observation Report (DOR), task list, trainee tracking form, and Standardized Evaluation Guidelines.

Communications Training Officer, Instructor

Must hold current Communications Training Officer, 6th Edition student certification and have minimum one-year experience in an emergency communications center (ECC), a telematics or 3-1-1 call center.
Course Description

APCO Institute’s Communications APCO’s Agency Instructor Course offers agencies the chance to train staff members to serve as Agency Instructors able to teach specific APCO courses to staff within their ECC. Having agency instructors allows for a significant reduction in new-hire and in-service training and travel costs.

The first part of the CTO-Instructor Course will equip participants with the necessary skills to be informative and effective instructors. The second part will consist of practical exercises and the discipline-specific training they need to be certified as an instructor for the Communications Training Officer 6th Ed. course.

Participants should register for the Instructor Techniques course and indicate CTO as the discipline they want for their instructor certification. Students from all disciplines will be in the same class but will receive instruction based on their specific disciplines.

General Instructor Technique Topics
  • Instructional Techniques
  • Lesson Plans
  • Design and Use of Instructional Media
  • Simulation Design and Use
  • Testing and Evaluation
  • Liability in Training
Discipline-specific Topics for CTO 6th Ed.
  • Training Others to Train
  • Building and Maintaining a Successful CTO System
  • Comprehensive lesson plans for each module in the CTO Student Course
  • CTO Student Manual
  • Use of training documentation (DOR, SEG, task list, and tracking sheet)

Comprehensive Quality

Students 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.
Course Description

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. This course will provide the necessary insight so that the proper tools and methodologies can be employed to make the Quality Program a vital and useful part of your organization.
Topics include
  • Quality
  • Quality Planning and Methodologies
  • Standards and Liability in Quality Programs
  • Building a Performance Evaluation Program
  • Feedback and Coaching
  • Surveys and Analysis
Class lecture is supplemented by practical exercises that help students apply the lessons to their own agency. Students not only learn about a Quality Program, but also learn how to implement the program within their agency.

Crisis Negotiations

Due to the nature of this topic it is highly recommended that students have successfully completed a 40-hour formal basic instructor-led telecommunicator training program.
Course Description

The telecommunicator is the first voice in any crisis, the first point of contact the caller has with public safety, and sometimes the first contact a person in crisis has had with anybody in a long time. Crisis negotiation calls are truly life or death incidents for the caller and, perhaps, for others involved in the incident. These calls are unlike emergencies that telecommunicators handle every day. A crisis does not have a clearcut response plan, its nature and outcome are hard to discern. There is no way to know how long it will take to resolve or by what means. Outcomes depend on the way responders interact with the person on the other end of the phone. Clearly not an on-the-job training situation, the best preparation for telecommunicators is training as much as possible before they have to handle a crisis call.

This course builds on the all the skills of basic telecommunicator training but has the specific goal of diving deeper into the nature of crises, their progression, and the most effective way to receive and process calls. Within its scope, the course provides an overview of crisis negotiations looking at the special concerns related to hostage situations, barricaded subjects, and persons with suicidal intent. By the end of the course, the student will have both conceptual tools to help understand crisis situations, they will also have tools to use when working to resolve these incidents.
Topics include
  • The reasons a person may experience a crisis
  • The stages and timeframes of the crisis state
  • Verbal communication and interrogation techniques used during crisis negotiations
  • Dealing with demands
  • Handling negotiations
  • Hostage and suicidal subject situations
Perfect for a one-day pre-conference or post-conference course

Customer Service in Today’s Public Safety Communications

Course Description

Providing satisfactory customer service in the high energy, often high stress field of public safety communications, is paramount to successful performance in this profession, both for the individual telecommunicator as well as the agency they represent. This course addresses all aspects of customer service and how it impacts our industry. Although intangible, it is a critical component that must be understood and applied in excellence to every situation.
Topics include
  • Defining customer service
  • Customer attitudes and expectations
  • Customer service in public safety
  • Impact of customer service on public safety
  • Communications center customer service in action
  • Customer service and quality control
  • Investigating complaints
Perfect for a one-day pre-conference or post-conference course.

Cybersecurity Fundamentals for the ECC

Course Description

Cybersecurity has become an ever-increasing threat for public safety. Emergency communications centers (ECCs) are a valuable and vulnerable target for bad actors of all types. As a result of their high importance and visibility within the public safety ecosystem, ECCs have been battling cyberattacks for years. Public safety is at constant risk for many types of cyberattacks. Research indicates that the frequency and intensity of cyberattacks will continue to grow.

All ECC employees need to be educated on the types of cyberattacks and related activity that occur daily in the United States. This course provides a basic overview of the critical pieces of information that all ECC employees should know – from surfing the internet to being aware of key indicators in email for possible phishing attempts. This course also provides several resources for creating an Incident Response Plan and what to do if your ECC experiences a cyberattack.

This course is built on the experiences of public safety cybersecurity experts and ECC professionals. This course will provide ECC professionals with foundational knowledge of cyberattacks, including the anatomy of a cyberattack, signs of an ongoing cyberattack and mitigation techniques. This includes preparing for cyberattacks, response to those attacks and the type of data to protect for post-attack forensics.
Topics include
  • Introduction to Cybersecurity
  • Post-Exploitation – Cyber Threats to Public Safety
  • Preventing Exploitation – Phishing
  • Preventing Exploitation – Brute Force Hacking
  • Preventing Exploitation – Website Drive-By
  • Preventing Exploitation – Pre-Hacked Software and Devices
  • The Cyber Incident Response Plan and Lifecycle
  • How NG9-1-1 Impacts Cybersecurity

Disaster Operations and the Communications Center

Students must have successfully completed a formal, instructor-led 40-hour basic telecommunicator training program.
Course Description

APCO’s Disaster Operations and the Communications Center, 2nd Ed. is a comprehensive course designed for public safety communications professionals.

This course serves to educate telecommunicators and other ECC staff on a wide range of topics, beginning with the issues they face ensuring continuity of operations for the comm center itself. From there, the course looks at the role of the ECC in emergency operations plans and how local and state plans fit into the larger scheme of U.S. homeland security and national response doctrines on disaster readiness and recovery. The course also looks at specific issues related to many disaster situations.

As public safety’s ability and need to address disaster situations evolves, the telecommunicator needs to be familiar with all types of disasters – man-made and natural – and how those events can impact public safety communications as well as the communities they serve. The course features practical exercises and scenario training.
Topics include
  • Preparation and Prevention
  • National Concepts of Disaster Relief, Response, and Readiness
  • Disaster Planning and Preparedness for the Communications Center
  • Overview of Systems, Tools, and Resources
  • Operations During Natural Disasters
  • Operations During Man-Made Disasters
  • Disaster Exercises for the Communications Center

Diversity, Inclusion, Civility and Equity (DICE) Workshop – No longer available

APCO’s DICE workshop brings together supervisory level staff and others from an emergency communications center alongside agency-specific data to explore experiences and viewpoints to better understand how perceptions – both individual and institutional – can affect how employees interact with each other in their workplace. The workshop also explores interventions to counter biases, microaggressions, incivility and other negative workplace behaviors.

It focuses on behaviors, not beliefs, to recognize actions that undermine colleagues and teamwork. Based on guided discussions, readings and active engagement, participants will actively seek best practices and next practices that will make their agencies healthier and more inclusive organizations where everybody can work as their authentic selves, fully engaged, while contributing to fulfilling the agency’s mission. Workshop participants are tasked throughout the workshop to develop a sustainable effort to reach out to all staff in the ECC and engage them in an ongoing effort to build positive change in the workplace.

 Topics include:

  • Diversity, inclusion, civility and equity in the comm center: What does it look like and what does it mean to an agency?
  • Healthy vs. unhealthy organizations
  • Current and upcoming trends in today’s workforce
  • Developing positive workplace behaviors
  • Readiness for positive change: personal and organizational
  • Implementing change: allies, sustainability and accountability
  • Reaching out to include all staff members in the DICE effort

Application Process

Hosting the workshop requires that an ECC and its leadership be fully committed to improving DICE-related issues in the center since participants will be tasked with establishing and implementing a plan to address issues identified in the workshop. Offered only on an agency level, there must be a commitment to full participation by ALL supervisory level personnel; CTOs, shift supervisors, and other management to include agency directors for the full 24-hour workshop, as well as a signed commitment by the agency director to continue to implement the developed plan after the workshop concludes.

Discontinued

 

Emergency Medical Dispatch

Students 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.

Course Description

ELIGIBILITY NOTE: This course is one component of APCO’s comprehensive Emergency Medical Dispatch (EMD) Program, which includes training, dispatch guide cards, quality assurance requirements and documentation. Individuals who successfully complete this course ARE NOT QUALIFIED to provide emergency medical dispatch services unless they are employed by an emergency communications center that has implemented or is implementing APCO’s full EMD Program. For more information, contact [email protected].

Topics covered provide the student with the knowledge and foundation to answer calls for emergency medical service and properly prioritize the response. The course also provides the student with the knowledge needed to convey proper pre-arrival instructions to the caller when needed.

Topics include:
  • Roles, Responsibilities, and Resource Allocation
  • Legal & Liability Issues: National/State Standards
  • Call taking and APCO EMD Guidecard Information
  • Chief Complaint Types Review
  • Anatomy and Physiology
  • Quality Assurance and Recertification
  • Stress Management
The classroom setting provides practical exercises to help the new EMD become familiar with the theories and practices of EMD and students will practice with either their agency’s APCO EMD Guidecards or the APCO Institute Training EMD Guidecards in simulated EMD calls.

Completion of this course is required for enrollment in the EMD Instructor.

Note: The online EMD course requires students to attend a web seminar in week three and a practical practice conference call in week six. The week three web seminar lasts approximately one hour. The week six practical practice conference call lasts around 1.5 hours. The final practical practice is completed by a one-on-one conference call with the instructor at the end of the course.

These sessions may or may not be during the student’s regularly scheduled work time, especially if the student works overnight. Arrangements will/may have to be made at the agency level to allow the student to attend these required sessions.

Emergency Medical Dispatch Concepts

The APCO Institute EMD Concepts course is designed to familiarize students with the philosophy of emergency medical dispatching and its role in today’s communications center. The course deals with the national standards and guidelines of emergency medical dispatching, as well as the design and components of EMD in general. Students will learn how emergency medical dispatch works and the most common pitfalls to avoid on the road to establishing an EMD program in their agency.

Please note: Completion of the EMD Concepts course will not result in an individual being certified as an APCO Institute Certified Emergency Medical Dispatcher. This is an awareness level course only. Anyone wishing to become an APCO Institute Certified EMD will still need to successfully complete the 32-hour APCO Institute Emergency Medical Dispatcher Course.

Topics include:
  • EMD Program Overview
  • The Emergency Medical Dispatcher
  • EMD Implementation
  • EMD Guidecards
  • Anatomy and Physiology
  • Legal and Liability Issues
  • Quality Control

Emergency Medical Dispatch Instructor

1. Current EMD 5.4 student 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 (ECC), a telematics or 3-1-1 call center. 5. Must be
affiliated with an agency.
Course Description

The APCO Institute EMD Program combines telecommunicator skills with medical knowledge. According to ASTM and NHTSA standards the APCO Institute requires that the Emergency Medical Dispatch Course be taught by instructors with medical and telecommunicator backgrounds. All EMD instructor candidates must hold a current CPR certification (AHA, ARC or equivalent) and those who wish to teach the medical portion must have, minimally, current certification as an Advanced EMT under the National Standard Curriculum as set by the Department of Transportation (DOT). Any candidate that does not possess or obtain this level of training will be classified as a restricted dispatch instructor and will not be able to teach the medical portion of the courses. If one individual can fulfill both the telecommunications and medical requirements, that person may teach the entire course alone. If not, the course must be presented by two APCO EMD instructors who meet the proper qualifications. Any agency that does not have an in-house medical instructor can contact APCO for assistance with instructing the medical modules for an additional cost.
Topics include
  • Introduction to EMD
  • The Instructional Process
  • The Design/Utilization of Instructional Media
  • Legal Issues in Training
  • Utilizing Lesson Plans and Student Materials
  • Overview of the EMD Program
  • Simulation Design and Evaluation
  • Practical Skill Development
  • Student and Course Evaluations
  • Implementation Policies and Procedures

Emergency Medical Dispatch Manager

Course Description

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. This includes creating and maintaining an effective quality control program as well as tips and guidelines for ensuring compliance with the APCO Institute EMD Program and the relevant national standards.
Topics include
  • Overview of an emergency medical dispatch program
  • Guidelines for implementing an EMD program
  • Overview of the APCO Institute EMD Program
  • EMD training and certification
  • EMD quality control
  • EMD compliance and ongoing maintenance
Perfect for a one-day pre-conference or post-conference course

Fire Service Communications

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.
Effective communications is a critical component of fire service operations. It provides the vital link between citizens and responders. APCO Institute’s Fire Service Communications, 3rd Ed. course continues to advance fire communications training, improving service to the caller and increasing safety of the field responders. This dynamic course covers the terms, techniques and technologies required for excellence in fire service call taking and dispatch. There is also a strong focus on incident types and the pertinent information needed for dispatch in these situations.

Topics include:
  • Anatomy of Fires
  • Fire Service Apparatus and Terminology
  • Role of the Fire Service Telecommunicator
  • Information Gathering Techniques, Methods for Receiving Reports
  • Fire Dispatch Procedures, Broadcasting
  • Mutual Aid and Mutual Response Agreements
  • Fire Service Incidents, including electric vehicles
  • National Incident Management System and Incident Command System
  • Hazardous Material Incidents
  • Changing Nature of the ECC Workforce/Workplace
  • NG9-1-1 and Near/Next Gen Technologies
  • Terrorism and Cyber Security
  • References to NFPA and APCO/ANSI standards
The course manual contains numerous photographs and illustrations to bring the course material to life and serves as an excellent reference source once back on the job. The course features numerous practical exercises, including “What Would You Do?” exercises that challenge students to think about actions they would take in real-world situations.