Providing satisfactory customer service in the high energy, often high stress field of public safety communications, is paramount to successful performance in this profession, both for the individual telecommunicator as well as the agency they represent. This course addresses all aspects of customer service and how it impacts our industry. Although intangible, it is a critical component that must be understood and applied in excellence to every situation. Topics include: Defining customer service Customer attitudes and expectations Customer service in public safety Impact of customer service on public safety Communications center customer service in action Customer service and quality control Investigating complaints Perfect for a one-day pre-conference or post-conference course CDEs Earned: 8 Recertification Requirements: None

https://www.wvncc.edu/community-education

Prerequisites: ** Due to the nature of this topic it is highly recommended that students have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. ** Cybersecurity has become an ever-increasing threat for public safety. Emergency communications centers (ECCs) are a valuable and vulnerable target for bad actors of all types. As a result of their high importance and visibility within the public safety ecosystem, ECCs have been battling cyberattacks for years. Public safety is at constant risk for many types of cyberattacks. Research indicates that the frequency and intensity of cyberattacks will continue to grow. All ECC employees need to be educated on the types of cyberattacks and related activity that occur daily in the United States. This course provides a basic overview of the critical pieces of information that all ECC employees should know – from surfing the internet to being aware of key indicators in email for possible phishing attempts. This course also provides several resources for creating an Incident Response Plan and what to do if your ECC experiences a cyberattack. This course is built on the experiences of public safety cybersecurity experts and ECC professionals. This course will provide ECC professionals with foundational knowledge of cyberattacks, including the anatomy of a cyberattack, signs of an ongoing cyberattack and mitigation techniques. This includes preparing for cyberattacks, response to those attacks and the type of data to protect for post-attack forensics. Topics include: How Cyberattacks Work Why ECCs Are a Target Phishing Brute Force Hacking Website Drive-By Pre-Hacked Software Pre-Hacked Devices Data Destruction Data Exfiltration Ransomware Cryptojacking Persistent Threat Public Safety Cyberattack Case Studies Preventing Exploitation Cyber Hygiene Importance of a Cyber Response Plan Cybersecurity for Next Generation 9-1-1 (NG9-1-1) Schedule: 1 day, 8 consecutive hours per day for a total of 8 contact-hours. CDEs Earned: 8 Recertification Requirements: None

Prerequisites: ** Due to the nature of this topic it is highly recommended that students have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. ** Cybersecurity has become an ever-increasing threat for public safety. Emergency communications centers (ECCs) are a valuable and vulnerable target for bad actors of all types. As a result of their high importance and visibility within the public safety ecosystem, ECCs have been battling cyberattacks for years. Public safety is at constant risk for many types of cyberattacks. Research indicates that the frequency and intensity of cyberattacks will continue to grow. All ECC employees need to be educated on the types of cyberattacks and related activity that occur daily in the United States. This course provides a basic overview of the critical pieces of information that all ECC employees should know – from surfing the internet to being aware of key indicators in email for possible phishing attempts. This course also provides several resources for creating an Incident Response Plan and what to do if your ECC experiences a cyberattack. This course is built on the experiences of public safety cybersecurity experts and ECC professionals. This course will provide ECC professionals with foundational knowledge of cyberattacks, including the anatomy of a cyberattack, signs of an ongoing cyberattack and mitigation techniques. This includes preparing for cyberattacks, response to those attacks and the type of data to protect for post-attack forensics. Topics include: How Cyberattacks Work Why ECCs Are a Target Phishing Brute Force Hacking Website Drive-By Pre-Hacked Software Pre-Hacked Devices Data Destruction Data Exfiltration Ransomware Cryptojacking Persistent Threat Public Safety Cyberattack Case Studies Preventing Exploitation Cyber Hygiene Importance of a Cyber Response Plan Cybersecurity for Next Generation 9-1-1 (NG9-1-1) Schedule: 1 day, 8 consecutive hours per day for a total of 8 contact-hours. CDEs Earned: 8 Recertification Requirements: None

http://www.wvncc.edu/community-education

Prerequisites: Due to the nature of this topic it is highly recommended that students have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. Active shooter incidents are high-risk, high-stakes events that, without warning, can cause devastating consequences in just a few brief moments. For all facets of public safety, including communications, there are a host of issues that make responding to an active shooter incident more difficult than many other armed subject calls. These types of incidents have been increasing in frequency. Shooters have a wider range of more powerful weapons available. The motivations behind these incidents continue to grow more complex. As with any other type of emergency situation, the telecommunicator plays a vital role in the response to active shooter incidents. Telecommunicators need to be aware of the unique challenges posed by active shooter incidents and be prepared to address them well in advance. This course looks at the role of the telecommunicator through all stages of an active shooter incident. This course is built on the experiences of frontline telecommunicators who have worked active shooter incidents. Upon their recommendation, the course is structured along the arc of events that happen before, during and after an active shooter incident. The goal of the course is to educate telecommunicators about the intricate issues and challenges posed by active shooter incidents, including preparedness for an incident, response to an incident and the role the telecommunicator plays following an incident. Topics include: Overview of incidents, perpetrators and targets Phases of an active shooter incident Getting and handling calls reporting an incident Dispatch and ongoing communications Responder safety and secondary dangers Handling calls from victims trapped in the incident Telecommunicators’ role post-incident: rescue and extraction Recovery from an incident: impact and stress, ongoing issues Perfect for a one-day pre-conference or post-conference course. CDEs Earned: 8 Recertification Requirements: None

http://www.wvncc.edu/community-education

Providing satisfactory customer service in the high energy, often high stress field of public safety communications, is paramount to successful performance in this profession, both for the individual telecommunicator as well as the agency they represent. This course addresses all aspects of customer service and how it impacts our industry. Although intangible, it is a critical component that must be understood and applied in excellence to every situation.  Topics include:  Defining customer service Customer attitudes and expectations Customer service in public safety Impact of customer service on public safety Communications center customer service in action Customer service and quality control Investigating complaints Perfect for a one-day pre-conference or post-conference course  CDEs Earned: 8  Recertification Requirements: None