911 Training Schedule

Information listed is tentative and subject to change, verify before attending.

Updated January 31, 2023

February, 2023

Basic Emergency Telecommunicator

Course Description:

This class is a 40 hour basic class that will introduce the new dispatcher to the basic requirements that are required to perform the responsibilities a Telecommunicator.

Instructor: 911 Dispatch Academy Staff

Topics:

  • Public Safety Overview - including Police, Fire and EMS
  • Roles and Responsibilities of a Telecommunicator
  • Legal Aspects of Public Safety Communications
  • Interpersonal Techniques
  • Telephone Techniques
  • Call Classification
  • Radio Communications
  • Stress Management

 Course Details

  • DATES: February 13 - 17, 2023
  • TIME:  8:30 am - 5:00 pm
  • COSTS: $650.00 (911 SNC Approval #OCC202001A)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

**The Course is SNC Approved (SNC #OCC202001A)**


March, 2023

Dispatch Leadership

Course Description:

This course is designed to provide a leadership mindset within the entire
dispatch team. Whether it’s supervising emergency service dispatchers or navigating the mental stress
that can come due to the nature of the job, having a positive mindset is key. It doesn’t matter if you are
management for lay personnel when there’s a need, the ‘team approach” produces the atmosphere
to get the job done. This approach has been proven effective and synergy occurs when the whole is
greater than the sum. By building a leadership dispatch service team that feels their existence is useful,
the supervisor will get far greater results than any single individual could give. Once the team comes
together, each team member will look after each other, ensuring professionalism, creativity, dedication
to duty, and the desire to give the public the best service possible. 

Instructor: Darnell Blackburn,has a BA in Psychology, MBA and is a former police officer who has
worked in road patrol, community policing and as an undercover narcotics officer. He worked full time
with the regulatory agency for all law enforcement entities in the State of Michigan for over 17 years. He
is currently following his passion and has devoted 100% of his efforts to PRAT International LLC.
Darnell is the Founder and CEO of PRAT International LLC, a service consulting company that
specializes in training law enforcement officers in Unconscious Bias, Cultural Competency, Stress
Management and Verbal De-Escalation. He has acted as a Facilitator for the US, Department of Justice
on police and community relations in Washington D.C., alongside the previous Attorney Generals
Loretta Lynch and Jeff Sessions. He has also been recognized as a subject matter expert on Implicit and
Unconscious Bias, training numerous police agencies on the subject matter as well cultural competency
and verbal de-escalation.

Course Details

  • DATES: March 8, 2023
  • TIME:  8:30 am - 5:00 pm
  • COSTS: $125.00  (SNC Approval Number PRAT2022-2646)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

*302 Funds Eligible*  

Maximizing Interactions w/the Special Needs Population for Police/Fire/Dispatch

INSTRUCTOR:Stephanie Zoltowski, PsyD – Stephanie is a military veteran who served as a police officer while in the US Navy. Her specialties are mental health, professional development, and behavioral therapy for individuals with autism and other developmental and learning disabilities.

She received her Doctorate of Psychology in Business Consulting Psychology from the Chicago School for Professional Psychology. In addition to her formal education and experience, she has a variety of certifications including Nonviolent Crisis Intervention Instructor (CPI), ASIST Suicide Training, Mental Health First Aid, Domestic Violence and Abuser Intervention, Anger Management Treatment Professional, and Behavioral Health for Military Personnel.

She currently works as the Director of Special Needs at the Jewish Community Center (JCC) of Metro Detroit, working with individuals as young as 2 ½ years old up through adulthood. With nearly 15 years of experience with the special needs population, she has a wide variety of experiences and resources to maximize compliance, cooperation, and positive interactions across multiple industries.

COURSE DESCRIPTION: This training provides a comprehensive look at the special needs population, provides officers the opportunity to see different perspectives, and equips them with interaction techniques specific to the population. The ultimate goal is to maximize safety and positive interactions for both officers and individuals with special needs. Throughout the session, participants will engage in discussions, hands-on activities, demonstrations, and discuss real-world scenarios.

TOPICS:

  • Understanding People with Special Needs
  • Communication Strategies
  • Verbal De-escalation & Intervention
  • Transporting Individuals with Special Needs
  • Dangers of Physical Restraints
  • Understanding Risks of Physical Restraints
  • Keywords & Phrases
  • Special Needs Parent / Child Panel
  • Interacting with People who are Nonverbal

     

     

Course Details

  • DATES: March 8, 2023
  • TIME:  8:30 am - 4:00 pm
  • COSTS:  $175.00 (Small Agency Group Discount – FREE)

LOCATION: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 - Location on Campus: Police Academy

REGISTRATION: Email: policetraining@oaklandcc.edu or new phone248.232.4227

- 302 Funds Eligible -
SNC Number - STS2022-2746

 911 Homicide: Is the Caller the Killer?

Course Description:

This course is for those who investigate and prosecute homicides focusing on the call made by all individuals during 911 homicide phone calls. Thirty percent of all murderers call in their own crime pretending to be innocent. The Indicators of Guilt and Innocence will be explained. Each Indicator is thoroughly defined, discussed and the class will use tools to analyze actual 911 homicide cases in class.

The course will raise student awareness on the importance of examining 911 calls made by individuals reporting a death or homicide, and obtaining valuable information about the offender and the offense from a critical analysis of the taped call. 

Instructor: Deputy Chief Tracy Harpster (Moraine Police Department, Moraine Ohio). Since 1984 Tracy served his department in numerous capacities before being promoted to the rank of Deputy Chief. He’s a graduate of the FBI’s National Academy and served as Task Force Director in the Ohio Organized Crime Task Force Commission.

Deputy Chief Harpster achieved a B.S. from Bowling Green State University and a M.S. from the University of Cincinnati. His Master’s Thesis examined the indicators of innocence and guilt of 911 homicide callers.

He has written extensively on the subject, presented his course at national and international homicide conferences, while assisting in over 1,300 homicides cases by analyzing the 911 call to help solve the crime.

Course Details

  • DATES: March 13 - 14, 2023
  • TIME:  8:30 am - 5:00 pm
  • COSTS: $375.00  

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

*302 Funds Eligible*  The Course is SNC Approved (SNC #HAA201403A)**

Active De-escalation Strategies and Critical Decision Making

Course Description:

This is an eight (8) hour classroom based confrontation avoidance/conflict resolution and critical decision making course. This classroom course is designed to recognize aggression, not stimulate aggression, and to develop
strategies/skills to de-escalate the conflict. Students will learn Active De-Escalation Strategies that avoid or resolve interactions by employing resolution tactics and de-escalation methods to promote successful community interactions. Students will be introduced to the Critical-Decision Making model and its relationship to overall first responder safety

Instructor: Bryan Pizzuti is an experienced law enforcement professional and trainer with 20 years of experience. Successful development, implementation, and supervision of professional development and safety programs for law enforcement and the public. Well-presented, highly personable with a strong motivation to train and educate individuals or groups that seek professional growth and development.

Pizzuti believes that the primary insight of a trainer should be the student first, and continual study of the craft that is being
instructed. Knowledge and belief in research, study and questioning of all the areas instructed to stay current, relevant and
impactful in students/trainees served.

Course Details

  • DATES: March 21, 2023
  • TIME:  8:30 am - 4:30 pm
  • COSTS: $225.00  

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

*302 Funds Eligible*The Course is SNC Approved (SNC #TTT2021-2226)**


May, 2023

911 Dispatch Academy

Michigan’s only 911 Dispatch Academy introduces the necessary skills and knowledge to work in a public safety communications center in a productive and professional manner. The 911 Dispatch Academy includes state mandated Modules I, II and Continuing Education courses, and is an entry-level training program for dispatchers employed by public safety agencies or any individual seeking employment as a 911 professional. The program prepares each student for the basic roles, responsibilities and duties of a public safety dispatcher. It allows public safety agencies the opportunity for their new employee to acquire the needed classroom training within a four-week period, Monday-Friday. The program is designed for use in conjunction with a departmental CTO program and does not replace such a program.

Unique to the academy concept, our classes are blended with experienced 911 professionals, who are attending individual classes for continuing education. This provides opportunity for networking and experience sharing during training with the veteran dispatchers.

Attendees who complete this program will earn a 911 Dispatch Academy Certificate from the Oakland Police Academy. This certification includes the total 152 hours of training. Each class will also issue individual certificates. The program includes twenty-four hours of 911 Dispatch Simulation Training, which will provide hands-on experience with both a generic CAD and radio interoperability, and 4 hours of scenario-based training with the Oakland Police Academy. 

911 Dispatch Certification Hours
Basic 40 Hour Telecommunicator Courses 40
Michigan Criminal Law Intro – Court Proceedings Observation 8
Fire Communications – 2 Day 16
Homeland Security 8
Stress Management 8
Customer Service for 911 Professionals 8
Understanding Domestic Violence 8
911 Ethics and Liability 8
Interview Skills for a 911 Career (pre-employment Academy students only) 4
CPR/AED 4
911 Dispatch Simulation Training 24
Handling the Despondent and Suicidal Caller 8
Scenario Dispatching 4
Mapping Skills 4

Course Details

  • DATES: May 8 - June 2, 2023
  • TIME:  Roll call: 8 am - Approximately 5pm
  • COSTS: $1,500.00 (includes 2 academy polo shirts) 
  • Four Week Program - 152 Hours

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

Orientation: Mandatory – must attend one of the following dates, unless sponsored by an agency:

Tuesday, March 14, 2023 at 6:30 pm
Thursday, March 16, 2023 at 6:30 pm

**The Course is SNC Approved (SNC #OCC201906A)**

Basic Emergency Telecommunicator Course (40 Hour)

Course Description:

This class is a 40 hour basic class that will introduce the new dispatcher to the basic requirements that are required to perform the responsibilities a Telecommunicator.

Instruction by:  911 Dispatch Academy Staff

Topics Covered: 

  • Public Safety Overview - including Police, Fire and EMS
  • Roles and Responsibilities of a Telecommunicator
  • Legal Aspects of Public Safety Communications
  • Interpersonal Techniques
  • Telephone Techniques
  • Call Classification
  • Radio Communications
  • Stress Management

Course Details

  • DATES: May 8 - 12, 2023
  • TIME:  8:30 am - 5 pm
  • COSTS: $650 (911 SNC Approval #OCC202001A)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

**The Course is SNC Approved - (911 SNC Approval #OCC202001A)

Michigan Criminal Law Intro. for Public Safety Dispatchers & District Court Proceedings and Observations

Course Description:

This class is divided into two sessions: the morning session will provide instruction on the court process applicable to the public safety dispatcher, while the afternoon will be continued at a local district court to observe in- progress court cases and to meet with a district court judge.

Instruction by: Mr. Secontine is currently Senior Trial Counsel with the Oakland County law firm of Flood, Lanctot, Connor, Stablein, PLLC. The focus for his practice is criminal defense, civil litigation and family law. He entered private practice in 2009.

Previously, Mr. Secontine served approximately 18 years at the Oakland County Prosecutor’s Office where he held numerous high level positions including Special Prosecutor, Training Coordinator & Executive Staff Attorney. He has coordinated and helped conduct law enforcement training in the following areas: Homicide Investigation, Legal Update, Forensic Pathology, Basic Detective Training and K-9 Trainers and
the Law.

Topics Covered Included: 

  • Legal Process – from issuance of a citation or an arrest (both misdemeanor and felonies) through the entire court process
  • Highlights of Michigan criminal and civil law
  • Functions of District vs. Circuit Courts
  • Tips for testifying in court
  • Observation of court proceedings
  • Q&A with a District court judge

Course Details

  • DATES: May 15, 2023
  • TIME:  8:00 am - 4:30 pm
  • COSTS: $200.00 (911 SNC Con Ed Approval #OCC200701) Includes lunch prior to court tour

Location:

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

**The Course is SNC Approved - Continuing Education 

Managing 911 Stress

Course Description:

This class will cover the causes, signs and symptoms of stress, its effects on our physical and mental well-being, and give you some realistic alternatives towards managing that stress.  We’ll also discuss how dispatch Peer Counselors may be a valuable asset to your Dispatch Center, and make you aware of Critical Incident Stress Debriefings and Defusings that help take the mental pressure off your team if they’ve worked that Officer Down, Line of Duty Death or other Critical Incident. Module II approved.

Instructors: Tracy Ertl – 28-year veteran with Brown County Public Safety Communications (Green Bay Wisconsin), retired. Tracy has served thousands of public safety students as a devoted APCO Adjunct Instructor, presenting nationally and internationally. She is also Owner and Publisher at TitleTown Publishing, a mainstream publishing house specializing in survival and police titles.

Topics Covered:

  • Physical signs of stress
  • How we handle stressful critical events
  • Emotional signs of stress
  • What do we need?
  • Psychological signs of stress
  • Larger issues from stress
  • Operational effectiveness factors and stress
  • Coping techniques
  • Diseases attributed to stress
  • Coping mechanisms
  • Stress and the dispatcher
  • The supervisor’s role
  • Critical incident stress
  • Assistance programs
  • Our dispatch stressors
  • Critical incident stress debriefing
  • Our stressful work environment

Course Details

  • DATES: May 23, 2023
  • TIME:  8:00 am - 4:30 pm
  • COSTS: $200.00  (911 SNC Module II Approval #OCC200910A)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone  248.232.4227
Questions: 911training@oaklandcc.edu

**The Course is SNC Approved** - Module II -

 911 Ethics & Liability for Dispatchers

Course Description:

This class will cover not only 911 liability issues but 911 ethics which are sometimes not addressed with liability training. Call-taking standards and special liability considerations will be included. This class will include group exercises and discussions. This training is highly recommended for all 911 staff. Module II approved.

Instructor: Tracy Ertl – 28-year veteran with Brown County Public Safety Communications (Green Bay Wisconsin), retired. Tracy has served thousands of public safety students as a devoted APCO Adjunct Instructor, presenting nationally and internationally. She is also Owner and Publisher at TitleTown Publishing, a mainstream publishing house specializing in survival and police titles.


Topics Covered: 

  • Vicarious Liability issues
  • Confidentiality in Dispatch
  • Discretionary vs. Ministerial Duty
  • Public Duty Doctrine
  • 9-1-1 Perceptions of the public
  • Need for adequate Policy, Procedure and Training
  • Need for adequate standards in evaluation for Dispatch
  • Trainees and subordinates
  • Laws pertaining to 911 Liability
  • Ethical Training
  • Ethical Leadership

Course Details

  • DATES: May 24, 2023
  • TIME:  8:00am - 4:30pm
  • COSTS: $200.00 (911 SNC Module II Approval #OCC200902A)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

**The Course is SNC Approved** 

Handling the Despondent & Suicidal Caller

Course Description:

Crisis callers are some of the most stressful situations that a 9-1-1 telecommunicator may face. Whether caused by a hostage taker, suicidal subject, a domestic violence situation or traumatic event, call takers and dispatchers need the knowledge to establish trust and rapport with the caller, while gaining valuable intelligence for the responders. Module II approved.

Instructors:Tracy Ertl– 28-year veteran with Brown County Public Safety Communications (Green Bay Wisconsin), retired. Tracy has served thousands of public safety students as a devoted APCO Adjunct Instructor, presenting nationally and internationally. She is also Owner and Publisher at TitleTown Publishing, a mainstream publishing house specializing in survival and police titles.

Topics Include:

  • Establishing trust and rapport with any crisis caller.
  • Using effective “Active Listening” Techniques
  • Using “containment” techniques over the telephone
  • The 3 indicators that a caller may be truly suicidal
  • The 1 thing that a suicidal or despondent caller wants from you

Course Details

  • DATES: May 25, 2023
  • TIME:  8:30 am - 4:30 pm
  • COSTS: $200.00 (911 SNC Module II Approval #OCC201105A)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

-The Course is MCOLES and SNC Approved - Module II -

Understanding Domestic Violence

Instruction by: Oakland Police Academy Dispatch Instructors

Special Guests: Representatives from HAVEN and the Oakland County Prosecutor – Domestic Violence Unit

COURSE DESCRIPTION: This class will educate the 911 professional on the cycle of domestic violence. There will be extensive group exercises and interaction. Instruction is provided by two local experienced 911 professionals. Our guest speakers will review 911 calls that have been used as evidence in prosecution of these cases and discuss the positive and negative impacts of the call-takers skills. Module II approved.

Topics Include:

  • Facts About Domestic Violence
  • Types of Domestic Violence
  • Power & Control
  • Staying
  • Causes of Abuse
  • Laws
  • Statistics
  • Officer Safety
  • S.A.F.E.
  • Call Review
  • Call Handling Techniques

Course Description


− This Course is SNC Approved − Module II −

Homeland Security for 911 Professionals

Course Description:

Emergency responders and dispatchers jobs all changed on September 11, 2001. Now all American citizens are asked to serve as the eyes and ears to help prevent another terror attack. They will call 911 to pass on that information. Emergency dispatchers need to know what to do with that information.

Students will be prepared to respond to a potential terror threat or suspicious situation. Module II approved.

Instruction by: Training Edge, LLC

Class Objectives:

  • Learn procedures regarding calls that may involve a terror threat or suspicious activity and what agencies to contact.
  • Learn early identification of terrorist events.

Topics Include:

  • Difference between domestic terrorism and international terrorism
  • Dispatcher’s role in a terrorist event
  • Assess suspicious person/vehicle calls
  • WMD Response Guide Use
  • Terrorism Screening Center (TSC)
  • 911 Calls – Information gathering
  • Officer Assistance/Officer down at a suspected CBRNE incident
  • Potential targets in your community
  • Who to pass the tip on to/Use of the MIOC

Course Details

  • DATES: May 30, 2023
  • TIME:  8:30 am - 5 pm
  • COSTS: $200.00 (911 SNC Module II Approval #OCC2020-1203)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

Customer Services for 911 Professionals

Course Description:

This class will cover the foundations of providing quality customer service. The necessary tools will be reviewed and practiced to improve service and enhance the public perception of the 911 service. There will be extensive group exercises and interaction. Instruction provided by two local experienced 911 professionals.

Instruction by: Oakland Police Academy Dispatch Instructors

Topic Covered:

  • Frame of Mind
  • It’s All About You – Dealing with Them!
  • Dispatch – the First Point of Contact for Callers
  • Methods for Dealing with Difficult People
  • The Power of Emotions
  • Attitude Self-Assessment
  • Tools of the Trade

Class Objectives:

  • Understanding the emotions of the callers and the positive ways to communicate with the caller.
  • Learn tools to use to deliver a high level of customer service.
  • Learn more ways to provide some callers with additional information or referrals to help resolve  their problems.
  • Improve using standard phrases and words when dealing with customers.
  • Learn tools to make the caller feel positive about their contact with the 911 agency.
  • Learn tools to implement when dealing with co-workers who are also their “customers.”
  • Learn the relationship between quality customer service and the public perception of their agency.

Course Details

  • DATES: May 31, 2023
  • TIME:  8:30 am - 5 pm
  • COSTS: $200.00 (911 SNC Con Ed Course Approval #OCC200903A)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

-The Course is  SNC Approved -


June, 2023

Introduction to the Fire Service for 911 Professionals

Instructor: Oakland Police Academy Dispatch Instructors.

Course Objectives:

  • Improved understanding of the importance of accurate and reliable Fire Communications.
  • Demonstrate a working knowledge of Fire Terminology and an awareness of the objective of the Fireground Commander.
  • Have a working knowledge of the components of the Incident Command System, including the Command and General Staff, and the working relationship between the incident Commander and Communications staff.
  • Have a working knowledge of the techniques necessary to answer a 9-1-1 (or non-emergency) call for service, have the ability to summon necessary aid, and to document that aid in an accurate and timely manner.
  • Become aware of the critical importance of Communications during Critical Indents, including High-Rise Structure Fires, Transportation Incidents, Multi-Casualty Incidents and Hazardous Materials Incidents.
  • Become familiar with actual fire apparatus

Topics Covered:

  • History of Fire Service
  • Intro to Fire Development
  • Fire Apparatus and Terminology
  • FCC / NFPA Regulations
  • Call Processing / Handling
  • Fire Service Communications
  • MAYDAY Handling/Processing
  • Organizational Structure
  • ICS/IMS Overview

Course Details

  • DATES: June 1-2, 2023
  • TIME:  8:00 am - 4:30 pm
  • COSTS: $350.00 (911 SNC Con Ed Approval #OCC200901B)

Location: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 (Google Map) - Location on Campus: Police Academy

Registration: Email:  policetraining@oaklandcc.edu or new phone 248.232.4227
Questions: 911training@oaklandcc.edu

-The Course is SNC Approved - Continuing Education-


Cancellation Policy

Class reservations may be cancelled up to 7 calendar days prior to the first day of class with a 100% refund, less than 7 days, but prior to the first day of class with a 50% refund, on the first day of class with a 0% refund. All “no shows” will be charged full price. Please include the registered person’s name, course name and date, your signature and date. Students are responsible for amounts not covered by third party sponsors or departments unwilling to satisfy the invoice.