Crisis Intervention and Professional Issues

This course will provide an overview of the legal issues, regulations, legislation and quality assurance practices related to the role of an Emergency Telecommunicator. Students will also understand the incident documentation required by an Emergency Communications Centre and prepare such documentation. The students will also gain an understanding of the stresses related to the role of an Emergency Telecommunicator as well as the stress that a caller and members of the response team undergo during a crisis. Students will learn techniques (e.g. stress management, time management, adapting to change) that will assist them both personally and professionally and in responding to callers in crisis. The impact of stress and trauma on personal health and professional relationships will be discussed.