ETC Certification Course

The ETC program is designed and produced by the National Academies of Emergency Dispatch (NAED). The course (40 hours minimum) is designed to train new employees unfamiliar with emergency communication centers, emergency telecommunication technology, interpersonal communication, legal issues, and job stress factors.

The program takes an integrated teaching approach that features comprehensive content, multimedia presentations, and hands-on training.

The course covers the following topics:

• Roles and Responsibilities of the Emergency Telecommunicator
• Emergency Telecommunication Technologies
• Telecommunication Essentials
• Interpersonal Communication
• Caller Management
• Police Call Classification
• Fire Call Classification
• Medical Call Classification
• Man-Made and Natural Catastrophic Events
• Radio Broadcast Procedures
• Legal Aspects of Public Safety Communication
• Quality Improvement
• Stress Management