Intensive Training

Take your professional development to the next level! APCO Canada is pleased to partner with the APCO International Institute to offer exclusive full-day and half-day workshops throughout the conference.

Note: Half-day workshops are included with the cost of registration. There is an additional cost of $99 USD for the full-day workshops on November 6.

Full-Day Workshop: Crisis Negotiations for Telecommunicators

November 6 | 9:00 AM – 5:00 PM

Crisis situations differ from the daily emergencies that today’s public safety telecommunicators handle. Hostage situations, barricaded subject incidents and suicidal callers, among others, require an advanced level of training for the telecommunicator to handle them successfully.

This course will build on the knowledge, skills and abilities inherent in basic telecommunicator training programs to educate the public safety communications professional on the most effective way to receive and process calls involving crisis situations and to ensure they fulfill their role as a vital component of the overall public safety response.


Full-Day Workshop: Disaster Operations and the Communications Centre

November 6 | 9:00 AM – 5:00 PM

The world’s first comprehensive disaster operations course designed specifically for the public safety communications professional!

This course serves to educate the public safety telecommunicator on a wide range of man-made and natural disasters, their effects on the community and its infrastructure and the response and recovery needs of each. In addition, this course will provide telecommunicators with information on overall emergency management and homeland security and provide guidance on continuity of operations for the Communications Center in the face of a multitude of disaster situations.

The importance of educating today’s public safety communications professional on their role and the role of the Communications Center in disaster operations is greater than ever before. There is a defined role for public safety communications in every element of disaster response and recovery. As public safety’s ability and need to address disaster situations evolves, the telecommunicator needs to be familiar with all types of disasters – man-made and natural – and how those events can impact the communications function.

Topics include:

  • Homeland Security and Emergency Management
    • US Department of Homeland Security
    • Federal Emergency Management Agency
    • Emergency Management
    • Emergency Management on the State, Local and Regional Level
  • Natural Disasters
    • Hurricanes and Typhoons
    • Tornadoes
    • Tsunamis
    • Severe Weather and Temperatures
    • Severe Heat
    • Earthquakes
    • Floods
    • Wildland or Forest Fires
    • Volcanoes
    • Landslides
    • Pandemics
  • Man-made Disasters
    • Types of Man-made Disasters and Terrorist Acts


Half-Day Workshop: Suicidal Callers

November 7 | 1:00 PM – 5:30 PM

At the conclusion of this course the student will:

  • Demonstrate familiarity with statistics related to suicidal callers.
  • Identify various warning signs that the caller may be contemplating suicide.
  • List and explain common misconceptions about suicide.
  • Demonstrate an understanding of what can be done to negotiate with a suicidal subject
  • Understand the seven most common errors during a suicide intervention and how to avoid them.

REGISTER | PRICE: Included in the cost of conference registration

Half-Day Workshop: Quality Assurance & Quality Improvement

November 7 | 1:00 PM – 5:30 PM

At the conclusion of this course the student will be able to:

  • Define quality assurance and quality improvement.
  • Identify the various industry standards that require quality programs.
  • Discuss negative perception issues regarding quality programs.
  • Explain why quality programs are beneficial to the front line Telecommunicators
  • Explain how a successfully conducted quality program can become a motivational tool within the communications center team.
  • Understand the liability potential involved in a quality program.
  • Identify the components necessary for a QA/QI program

REGISTER | PRICE: Included in the cost of conference registration