Illuminations CDE Program

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.

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.

This General Illuminations course explains emerging public safety technologies, including thermal imaging, drones/unmanned devices, gunfire recognition, facial recognition, telemedicine and remote triage systems, wearable patient monitors, and Next Gen 911. Participants will recognize the technology used to enhance response times, situational awareness, responder and scene safety, and response coordination.

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.

This General Illuminations course equips telecommunicators with the skills to identify verbal, behavioral, and contextual indicators of domestic violence, sexual abuse, child abuse, elder abuse, or other forms of mistreatment. Participants will identify essential listening skills, targeted questioning, and verbal and non-verbal cues when callers are reluctant to report abuse due to fear, coercion, or injury. Participants will learn strategies for gathering critical information discreetly, providing pre-arrival instructions to ensure victim safety, and coordinating a safe law enforcement and EMS response.

This course explores the emotional toll of call handling and the challenge of absorbing callers’ distress. Participants will learn how to maintain empathy while protecting their own well-being, recognize signs of compassion fatigue, and use strategies to support emotional callers without becoming overwhelmed.

This General Illuminations course examines various stages of wildfires, including initial sightings, active fire threats, and related hazards such as smoke inhalation or evacuation needs. Participants will learn wildfire behavior, risk assessment, caller management, and coordination with fire services, EMS, law enforcement, and emergency management agencies. Emphasis is placed on scene safety, multi-agency collaboration, and supporting community-wide responses to wildfire emergencies utilizing the Incident Command System (ICS) and the National Incident Management System (NIMS).

Every word, tone choice, and delay at the console can ripple out to impact field response. This course walks through real scenarios showing how early decisions in the comm center influence the safety, clarity, and outcome of incidents.

This session examines diverse callers, including uncooperative, belligerent, confused, unstable, elderly, and children. Participants will identify unique challenges, apply communication strategies to gather critical information, and control these difficult calls while maintaining professionalism and empathy.

Some of the most critical calls are the ones with the least verbal information. This course helps PSTs handle silent lines, open-mic calls, and third-party reports using background cues, probing techniques, and structured logic.

Approximately 600,000 people are reported missing in the U.S. each year. Most missing people are found or return home, however some cases involve unidentified remains or individuals who remain missing for extended periods. This training equips telecommunicators with the knowledge, skills, and strategies needed to effectively manage these sensitive and often urgent situations. Participants will differentiate between lost, found, missing, and runaways, and recognize legal protocols, communication techniques, and coordination strategies with other agencies and resources.

TIn today’s environment, telecommunicator audio and logs may be released to the public after major incidents. This course prepares PSTs to handle high-profile events with composure, and understand what happens when their work becomes part of a media or legal spotlight.

This course examines the difference between robbery and burglary and identifies the correct protocols for each. Participants will identify critical information required for emergency or non-emergency responses, recognize officer safety strategies, and apply effective communication techniques to manage calle

Words matter—especially under stress. This course helps PSTs replace common verbal habits that can unintentionally escalate tension or undermine credibility. Participants will learn how to sound calm, confident, and helpful without sounding robotic or dismissive.

This course helps equip CTOs to teach decision-making, not just policy. Through progressive exposure, “what if” discussions, and post-call debriefs, CTOs help trainees think critically during complex calls. It promotes real-world judgment and prepares trainees to apply knowledge under pressure.

CTOs face a unique combination of technical complexity and emotional intensity preparing telecommunicator trainees for life-or-death situations while managing their own stress. This session provides a comprehensive approach to maintaining patience under the pressure of teaching. CTOs will recognize signs of impatience or frustration in themselves and their impact on trainees, apply stress management techniques to maintain composure during high-pressure situations, and learn effective and supportive guidance techniques for trainees.

This course shows Communications Training Officers (CTOs) how to use the agency task list to structure learning, track progress, and motivate trainees. Participants will learn strategies to break down large goals into manageable steps, pace development effectively, and celebrate milestones that boost morale and confidence.

For public safety trainers, recognizing psychological and physical health concerns among trainees is integral to fostering a constructive learning environment and equipping individuals for the rigorous demands of their roles. services. This session will equip participants with the necessary skills to observe and assess indicators of distress, understand symptoms of anxiety, implement effective coping strategies, and recognize resources to support their trainees effectively.

This course equips Communications Training Officers (CTOs) to move beyond teaching policy by fostering real-world decision-making skills. Through progressive exposure, “what if” discussions, and structured post-call debriefs, CTOs learn how to guide trainees in thinking critically during complex calls. Participants will explore how to frame scenarios, facilitate reflective learning, and reinforce sound judgment under pressure. The result is more confident, adaptable call takers who can apply knowledge effectively when it matters most.

This session underscores the importance of ethical conduct, focusing on core principles including integrity, fairness, and adherence to established standards. Key topics addressed include impartiality, accountability, and the critical need to safeguard confidentiality and privacy. Students will examine ethical frameworks for decision-making, the demonstration and cultivation of professional conduct, as well as effective methodologies for managing instances of unacceptable trainee behavior.

CTOs often shape center culture more than formal supervisors. This course reviews leadership without rank, helping CTOs lead by example, manage peer dynamics, and reduce toxicity. It emphasizes the positive influence, teamwork, and support for fellow CTOs during times of stress and burnout.

This session provides methodologies for communicating concerns or issues within the workplace or training environment to management in a professional manner. Participants will gain an understanding of the importance of presenting objective observations, utilizing clear communication strategies, proposing actionable solutions, and acknowledging management’s perspective.

This course equips CTOs with practical strategies for managing resistant or underperforming trainees. Participants will learn how to set clear expectations, use documentation as a coaching tool, and support trainee improvement, or guide separation when necessary. The focus is on maintaining accountability while protecting the trainer’s own resilience and preventing burnout.

distinguished by their digital backgrounds, technological proficiency, and inclination towards interactive and adaptable learning methods. These individuals are generally accustomed to communicating via text messages, instant messaging, video conferencing, and social media platforms. Consequently, they may encounter difficulties with face-to-face interactions, telephone and radio communication, as well as adapting to problem-solving and conflict resolution. In this session, the student explores effective strategies for engaging younger trainees in skill development through interactive exercises, role-play scenarios, and the integration of technology to address these challenges.

Feedback is most effective when it flows both ways. This course helps CTOs create open, respectful dialogue with trainees by modeling humility, asking for input, and actively listening. Participants will learn how they can strengthen trust, adapt their coaching style, and work to build a collaborative training relationship that supports growth for both trainer and trainee.

This course is designed for the CTO who plays a critical role in shaping employee performance, development, and confidence. One of the most common challenges in coaching and evaluation is ensuring that written feedback matches what was communicated verbally. Inconsistent messages can create confusion, reduce trust, and limit an employee’s growth. Participants will learn how they can provide clear, consistent, and constructive feedback that reinforces expectations. CTOS will align real-time coaching conversations with formal written documentation to ensure that employees receive a unified message that is actionable and supportive.