Course Content and Outcomes Guides (CCOG)

CCOG for ETC 112 archive revision 201801

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Effective Term:
Winter 2018

Course Number:
ETC 112
Course Title:
Communication Center Operations- Advanced Skills
Credit Hours:
3
Lecture Hours:
10
Lecture/Lab Hours:
60
Lab Hours:
0

Course Description

Covers emergency call-taking and emergency services radio communication in the 9-1-1 simulation lab. Requires demonstrating a high level of multi- tasking ability, quick responses and rapid problem-solving skills, as well as a familiarity with 911 computer software and multifunction telephone systems. This is the third course in a three-course sequence. Department Permission. Audit available.

Intended Outcomes for the course

Upon successful completion students will be able to:

  • Answer multiple emergency lines to screen calls for level of urgency and need for field response, using accurate terminology and appropriate data entry
  • Disseminate appropriate information a timely manner according to industry-related policies, procedures and protocols.
  • Utilize problem-solving skills while dealing with high-stress and potentially life-threatening situations.
  • Navigate a variety of mapping systems to provide detailed location and routing information to responders and callers
  • Apply call taking and dispatching knowledge and computer skills to function as an entry-level 911 dispatcher

Outcome Assessment Strategies

  • Role-playing all aspects of the emergency reporting and response system.  Special emphasis will be placed upon the communication between Dispatcher and Field Responders.
  • Group and individual role-playing, discussion and critique of specific incidents and situations.
  • Problem-solving activities involving high-stress and volatile situations.
  • Locating and applying specific procedures and protocols to incidents in an appropriate manner.
  • Written exams on all materials presented in class, both through lecture and demonstration.
  • Written exams requiring use of resource materials available in the communications center.

Course Content (Themes, Concepts, Issues and Skills)

  • CAD Systems
  • Radio Procedures
  • Responder Safety
  • Community Safety
  • Prioritizing Incidents
  • Response Assignments
  • Records Management
  • Liability

Related Instruction

Computation
Hours: 6

Outcomes:

  • Answer multiple emergency lines to screen calls for level of urgency and need for field response, using accurate terminology and appropriate data entry
  • Disseminate appropriate information a timely manner according to industry related policies, procedures and protocols.
  • Navigate a variety of mapping systems to provide detailed location and routing information to responders and callers.
  • Apply call taking and dispatching knowledge and computer skills to function as an entry level 911 dispatcher.
     

Activities:

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

Students will:

  • Direct instruction in map reading, plotting map grids, districting and CAD geo files.
  • Plot routes from point to point, taking into account physical barriers, shortest route and fastest route.
  • Analyze various timeframes on emergency response priorities.
  • Prioritize response based upon life threat factors.
  • Compute size of impacted area in hazardous materials events.
  • Compute isolation distances for various types of hazardous materials.
  • Determine type and amount of specialized equipment for large scale rescues, such as an aircraft crash.

Communication
Hours: 10

Outcomes:

  • Answer multiple emergency lines to screen calls for level of urgency and need for field response, using accurate terminology and appropriate data entry.
  • Disseminate appropriate information a timely manner according to industry related policies, procedures and protocols.
  • Utilize problem-solving skills while dealing with high-stress and potentially life threatening situations.
  • Apply call taking and dispatching knowledge and computer skills to function as an entry level 911 dispatcher

 

Activities:

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

Students will:

  • Develop skill in relaying technical information verbatim.
  • Learn to coordinate simultaneous conversations with responders on large scale events.
  • Monitor and direct multiple units on the same response.
  • Monitor and direct multiple units of separate, unrelated events.
  • Keep ongoing status on all on duty responders.

Human Relations
Hours: 8

Outcomes:

  • Answer multiple emergency lines to screen calls for level of urgency and need for field response, using accurate terminology and appropriate data entry.
  • Disseminate appropriate information a timely manner according to industry related policies, procedures and protocols.
  • Utilize problem-solving skills while dealing with high-stress and potentially life threatening situations.
  • Apply call taking and dispatching knowledge and computer skills to function as an entry level 911 dispatcher
     

Activities:

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

  • Coordinate responses with all field units.
  • Incorporate principles of “Chain of Command” in assisting field responders in successfully completing their assignments.
  • Coordinate activities and assignments from Supervisors to Field Units and relay directions and requests.
  • Work with responders as a team member, not as a separate entity.
  • Respect the roles and responsibilities of the various emergency services disciplines.