Portland Community College | Portland, Oregon

Outcomes:

• Establish techniques for communicating with callers in crisis.
• Apply and define police, fire and medical call classifications.
• Apply quality assurance and improvement protocols used in communications centers.

Activities:

Students will:

• Receive direct instruction in determining “level of response” based upon time and distance factors.
• Evaluate procedures and determine type of equipment and manpower response to specific incidents, based upon protocols and procedures, and principles of allocation of resources.
• Identify the appropriate units and personnel to respond to specific situations based upon type, location and time of incident and urgency of response.
• Practice allocation of resources, based on appropriate response levels, while maintaining response capabilities for all areas of responsibility. Using scenarios, manage resources in constantly changing environments.
• Document and maintain the current response status of all units within a jurisdiction, whether assigned or unassigned.
• Monitor times of assigned or active units to promote efficient allocation of resources and protect responder safety.

Outcomes:

• Establish techniques for communicating with callers in crisis.
• Define liability and ethical issues inherent to telecommunications.
• Apply quality assurance and improvement protocols used in communications centers.
• Create a stress management plan to address the effects of burnout in telecommunications.

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

Direct instruction in dealing with highly volatile situations.

• Direct instruction in dealing with individuals in emotional crisis.
• Learn and practice methods and techniques for dealing with frightened, injured, mentally unstable and suicidal individuals.
• Practice communication skills in dealing with non-English speakers in small group settings.
• Practice various forms of verbal and written communication in dealing with speech or hearing impaired individuals.
• Role-play, using various techniques in dealing with angry, rude or verbally abusive callers.

Outcomes:

• Establish techniques for communicating with callers in crisis.
• Define liability and ethical issues inherent to telecommunications.
• Apply quality assurance and improvement protocols used in communications centers.
• Create a stress management plan to address the effects of burnout in telecommunications.

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

Students will:

• Apply the principles of ”Chain of Command” and authority as it applies to the fire service.
• Use the appropriate language and terminology for fire and medical emergency communications.
• Practice communication skills and techniques to effectively provide information, referrals and support to all segments of society.
• Maintain a professional demeanor; develop a calming tone of voice and encourage individuals in crisis and provide hope that help will arrive.
• Respect the confidentiality of information. Do not repeat personal or private information.