Portland Community College | Portland, Oregon

Outcomes:

• Answer and process emergency and nonemergency telephone calls, through the application of appropriate questioning techniques.
• Appropriately apply rules of prioritizing to emergency calls.
• Enter data into a computer-aided dispatch system, in an accurate and efficient manner, utilizing established rules and procedures.
• Apply written policy and procedures to simulated and/or actual situations.
• Apply knowledge of criminal law in the determination of appropriate responses to specific situations.
   

Activities:

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

Students will:

• Apply Military (24 hour) time to all Dispatch functions.
• Use Military time format to compute times.
• Read maps, plot grids and find address numbering ranges.
• Calculate distances traveled based upon speed and time.
• Calculate estimated travel times based upon geography, weather conditions, traffic flow and congestion.
• Utilize time as a factor in emergency and non-emergency response level and prioritization.
• Apply established procedures to maintain minimum available resources and increase or decrease assigned personnel and equipment, as necessary.

Outcomes:

• Answer and process emergency and nonemergency telephone calls, through the application of appropriate questioning techniques.
• Enter data into a computer-aided dispatch system, in an accurate and efficient manner, utilizing established rules and procedures.
• Apply written policy and procedures to simulated and/or actual situations.
• Apply increasingly more refined problem solving skills as scenarios and situation become more complex.
• Apply knowledge of criminal law in the determination of appropriate responses to specific situations.

Activities:

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

Students will:

• Answer simulated 9-1-1 calls in a emergency communication center environment.
• Use multi-line telephones and computer programs to communicate with all types of responders.
• Use plain English to communicate with responders over two-way radios.
• Transmit and/or relay information via computer or two-way radio, using commonly understood language, briefly and accurately, in an accepted format.
• Obtain and record primary information adequate to properly dispatch responders with a high level of accuracy.

 Outcomes:

• Answer and process emergency and non-emergency telephone calls, through the application of appropriate questioning techniques.
• Apply written policy and procedures to simulated and/or actual situations.
• Apply increasingly more refined problem solving skills as scenarios and situation become more complex.
• Apply knowledge of criminal law in the determination of appropriate responses to specific situations.
   

Activities:

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

Students will:

• Direct instruction in computer-aided dispatch (CAD) functions and data input.
• Develop resources useful in obtaining information from non-English speakers.
• Maintain a high level of professionalism when dealing with difficult callers, who may be, intoxicated, angry, profane, rude or demanding.
• Practice de-escalating volatile situations using calming techniques in role-playing exercises.
• Maintain a professional relationship with field responders in all communications.
• Utilize humor only in appropriate situations.