Course Content and Outcomes Guides (CCOG)

CCOG for ETC 103 archive revision 201801

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Effective Term:
Winter 2018

Course Number:
ETC 103
Course Title:
Introduction to Emergency Telecommunications
Credit Hours:
4
Lecture Hours:
40
Lecture/Lab Hours:
0
Lab Hours:
0

Course Description

Introduces the concept of telecommunications 911 dispatching, including roles, responsibilities and basic job duties. Audit available.

Addendum to Course Description

Meets the academic requirements of the State of Oregon, Department of Public-Safety Standards and Training, basic telecommunicator course for state certification.  Meets requirements of the National Academies of Emergency Dispatch, Basic Telecommunicator Course for national certification.

Intended Outcomes for the course

Upon successful completion, students should be able to:

  • Use an understanding of the history of emergency communications to adapt effectively to current and future practices in the field.
  • Utilize an understanding of the roles of telecommunications personnel to function efficiently in the workplace.
  • Apply standard operating procedures commonly used in communication center.
  • Apply mapping technologies to correctly determine locations of callers.

Outcome Assessment Strategies

·       Weekly or bi-weekly quizzes demonstrating understanding of concepts and terminology

       introduced in lecture and assigned reading.

·       Group discussion and role-play activities demonstrating communication skills and techniques used to overcome communication barriers.

·       Problem-solving group activities to identify problems and solutions in dealing with highly stressful situations.

·       Use of current media coverage of high profile incidents to examine and discuss issues common to emergency services.

Course Content (Themes, Concepts, Issues and Skills)

Themes and Concepts:

·       Familiarization with area emergency communications centers through interaction

      with guest speakers from all levels of communication center staff.

·       First hand experience in an emergency communications center during independently scheduled observation time.

·       Practical application of communication techniques with people in crisis through

      student/instructor and student/student role-playing

·       Ethical issues involving the right to privacy and confidentiality of information as well as access to restricted records and files.

Skills and Competencies:

 

·       Recognize the complexity of communication with people in crisis mode and develop

      communication skills and techniques to obtain vital information.

·       Ability to interpret information, evaluate and relay information in a useful

      format and maintain the integrity of the situation without the use of

      visual queues.

·       Be able to provide direction to field responders, with a minimum of information,

      using standard radio procedures.

Related Instruction

Computation
Hours: 4

Outcomes:

  • Utilize an understanding of the roles of telecommunications personnel to function efficiently in the workplace.
  • Apply standard operating procedures commonly used in communication center.
  • Apply mapping technologies to correctly determine location of callers.

Activities:

Content (Activities, Skills, Concepts, etc.): provide details or specifics

  • Apply 24 hour time to all time references used in the dispatch functions.
  • Convert the standard UTC time designations using AM/PM to 24 hour time or convert 24 hour time to UTC time, using generally accepted formatting.
  • Learn to calculate responder estimated arrival times, based upon location, service districts, geography and other variables.
  • Gather statistical data for such activities as, emergency response times, call volume, public service requests, call types and length of on scene activities.
  • Scenario based distribution of emergency response resources, jurisdictional assignments and
    functional assignments as related to equipment and personnel.
  • Direct instruction in map reading, jurisdictional responsibilities based upon geographical and political boundaries, manpower and equipment allocation, and other resource allocation.

Communication
Hours: 10

Outcomes:

  • Use an understanding of the history of emergency communications to adapt effectively to current and future practices in the field.
  • Utilize an understanding of the roles of telecommunications personnel to function efficiently in the workplace.
  • Apply standard operating procedures commonly used in communication center.

Activities:


Students will:

  • Direct instruction in emergency services workplace communication skills and discipline specific language.
  • Practice, through role-playing, the appropriate level and manner of communication with persons in crisis situations, to provide the most effective response and the highest level of customer service.
  • Demonstrate brief, but accurate information relay by the most appropriate means, to facilitate the highest level of emergency response, in pre-determined situations.
  • Participate in various exercises in relaying information concisely, accurately and with as little extraneous verbiage as possible.
  • Identify the differences between policies, protocols and procedures, as they relate to specific agencies and their mandated responsibilities.
  • Create a written example of a policy, protocol and procedure.

Human Relations
Hours: 8

Outcomes:

  • Use an understanding of the history of emergency communications to adapt effectively to current and future practices in the field.
  • Utilize an understanding of the roles of telecommunications personnel to function efficiently in the workplace.
  • Apply standard operating procedures commonly used in communication center.

Activities:
Students will:

  • Learn to respect authority, through the application of the principles of “Chain of Command”.
  • Develop techniques for dealing with all individuals seeking help in a crisis situation, using nonjudgmental
    and respectful language and expressing empathy.
  • Practice communication skills and techniques to effectively provide information, referrals and
    support to all segments of society.
  • Develop a high degree of professionalism in relationships with co-workers, field responders and supervisors by acknowledging rank and seniority and seeking advice and input in unfamiliar or unusual situations. Acknowledgement of rank and authority will be a part of roleplaying activities and scenario based training.