Pre-Conference Courses

Get the most out of your APCO 2019 experience and sign-up for one of these pre-conference courses, including in-depth, in-person training courses provided by the APCO Institute.

  • ▼ Communications Training Officer, 5th Edition | Aug. 8-10
    Dates: August 8-10, 2019; 8:00 a.m. - 5:00 p.m.

    Location: TBD
    Download PDF Flyer

    Session Description:
    The Communications Training Officer (CTO) 5th Edition course focuses on the development and maintenance of an agency's one-on-one training program and provides the training necessary to foster levels of consistency for CTOs as they provide on-the-job training to new hires. Upon successful completion, CTOs can help build and maintain the CTO system while exploring important elements of effective CTO programs. Previous editions of APCO's CTO program have been implemented in hundreds of agencies nationwide.

    This updated version of the course includes the essential elements of a CTO program based on the industry recognized "San Jose Model" while also incorporating the requirements set by the national standard for CTO programs.

    Topics include:

    • Performance Based Training
    • Preparing, Motivating and Communicating With Trainees
    • Customer Service in Public Safety Communications
    • Counseling
    • Stress Management
    • Meeting the Needs of the Adult Learner
    • Training Strategies
    • Performance Evaluations
    • Record Keeping and Documentation
    • Total Quality Management
    • Liability and Standards.

    In addition, students will receive a CTO Program Implementation Workbook and Reference Guide filled with sample forms, templates and best practices to use in creating their own CTO program or enhancing an existing program. Students will also receive a demonstration of APCO Institute's electronic Daily Observation Report (DOR) software.

    Cost:  $389.00 *
    * APCO Full, Associate and Commercial Members receive a $20 discount.

  • ▼ Comprehensive Quality for Public Safety Communications | Aug. 9-10
    Dates: August 9-10, 2019; 8:00 a.m. - 5:00 p.m.

    Location: TBD
    Download PDF Flyer

    Session Description:
    A comprehensive quality program cannot be created overnight. A program must be thought out and prior planning efforts put into the system utilizing the methods of measurement and the analysis of results achieved. A successful quality program will require a systematic approach. This course will provide the necessary insight so that the proper tools and methodologies can be employed to make the Quality Program a vital and useful part of your organization.

    Topics include:

    • Quality
    • Quality Planning and Methodologies
    • Standards and Liability in Quality Programs
    • Building a Performance Evaluation Program
    • Feedback and Coaching
    • Surveys and Analysis

    Class lecture is supplemented by practical exercises that help students apply the lessons to their own agency. Students not only learn about a Quality Program, but also learn how to implement the program within their agency.

    Students should be experienced in communications center operations, have a working knowledge of communications policies and procedures, and be involved in the quality assurance/quality improvement within their agency.

    Cost:  $329.00 *
    * APCO Full, Associate and Commercial Members receive a $20 discount.

  • ▼ Bullying and Negativity in the Communications Center, 2nd Ed. | Aug. 10
    Dates: August 10, 2019; 8:00 a.m. - 5:00 p.m.

    Location: TBD
    Download PDF Flyer

    Session Description:
    This course on Bullying and Negativity in the Communications Center examines how bullying occurs and how to combat the issue. The eight-hour course explores the nature of the problem, its impact on people and organizations, corrective actions that can be taken, and steps to foster and maintain civility in the communications center. This course aims to help students develop the skills needed to effectively practice civil behavior, as well as different ways organizations can systematically combat bullying and cultivate civility in the workplace.

    Topics include:

    • Behaviors associated with bullying
    • Impact on individuals
    • Impact on communications center operations
    • Communications center management’s responsibility to act
    • Civility and incivility in the workplace
    • Overcoming incivility in the workplace and cultivating civility
    • Conflict resolution
    • Writing and implementing a civility policy
    Cost:  $199.00 *
    * APCO 2019 conference pricing.