Catalog Description
Also known as FIRE 80 and HSCI 80
Hours: 54 lecture
Description: Overview of the critical role of the Public Safety Dispatcher as first point-of-contact for coordinating emergency responses; exploration of advancements in telecommunications and emergency notifications systems; use of proper radio codes and crisis-intervention techniques used to calm and communicate with distraught callers; awareness of job requirements and hiring process for career pathways in Public Safety Dispatching. (CSU)
Course Student Learning Outcomes
- CSLO #1: Analyze and explain the vital role served by Public Safety Dispatchers as the initial points-of-contact for members of the public requesting responses to criminal, fire and medical emergencies.
- CSLO #2: Explain and demonstrate crisis-intervention techniques and communications skills used by Public Safety Dispatchers to distinguish various types of emergency calls-for-service and coordinate their corresponding responses.
- CSLO #3: Analyze and explain possible sources of stress for Public Safety Dispatchers and identify resources available to help mitigate those stressors.
Effective Term
Fall 2025
Course Type
Credit - Degree-applicable
Contact Hours
54
Outside of Class Hours
108
Total Student Learning Hours
162
Course Objectives
1. Explain the various types of telecommunications systems used in Public Safety Dispatch Centers.
2. Analyze the important role of the Public Safety Dispatcher as the first point of contact with members of the general public during highly traumatic situations.
3. Explain the importance of professionalism and ethical behavior by Public Safety Dispatchers.
4. Compare and contrast various methods of crisis-intervention and de-escalation techniques commonly used to calm distraught callers.
5. Demonstrate the appropriate line of questions to ask 911 callers in various types of critical situations.
6. Explain and demonstrate the use of effective interpersonal communication skills with callers and co-workers.
7. Differentiate the various resources needed for proper responses to criminal, fire, medical and other critical situations.
8. Demonstrate proper use of commonly used Radio 10 and 11 Codes as well as Phonetic Alphabet.
9. Identify and explain various methods used to efficiently and effectively describe persons and property.
10. Identify the resources available to members of the community dealing with mental health challenges.
11. Identify the resources available to members of the community dealing with domestic violence situations.
12. Analyze the importance for Public Safety Dispatchers to have an awareness of and sensitivity to the needs of a culturally-diverse community.
13. List common stressors for Public Safety Dispatchers and identify resources available to deal with those stressors in a healthy and positive way.
14. Identify the background requirements and hiring process for becoming a Public Safety Dispatcher.
General Education Information
- Approved College Associate Degree GE Applicability
- CSU GE Applicability (Recommended-requires CSU approval)
- Cal-GETC Applicability (Recommended - Requires External Approval)
- IGETC Applicability (Recommended-requires CSU/UC approval)
Articulation Information
- CSU Transferable
Methods of Evaluation
- Objective Examinations
- Example: Students will properly identify, either verbally or in writing, the correct phrases associated with commonly used 10-Codes while talking on the radio.
- Skill Demonstrations
- Example: Students will participate in a mock dispatch call center in which they handle various types of calls for service.
Repeatable
No
Methods of Instruction
- Lecture/Discussion
- Distance Learning
Lecture:
- Instructor will create a mock dispatch center, allowing students to participate directly in call-taking activities in order to demonstrate proper and effective de-escalation techniques.
Distance Learning
- Instructor will provide lecture slides and audio recordings of 911 calls for service; students will participate in a Discussion Board related to how to differentiate between criminal, fire, medical and other critical situations.
Typical Out of Class Assignments
Reading Assignments
1. Students will read the chapter on "What it Takes to Become a Public Safety Dispatcher" and then prepare a written self-assessment related to their career goals. 2. Students will read a current-event article related to a societal topic commonly handled by Public Safety Dispatchers, such as Domestic Violence, Homelessness or Mental Health issues and be prepared to discuss in class the resources required to effectively handle these situations.
Writing, Problem Solving or Performance
1. Students will create a self-assessment which includes a description of their own strengths and areas for improvement as they relate to becoming a Public Safety Dispatcher. 2. Students will participate in a mock dispatch-center scenario in which they receive phone calls and display proper communication skills while gathering relevant information from the callers.
Other (Term projects, research papers, portfolios, etc.)
1. After conducting research into a specific hiring agency of choice, students will write a research paper analyzing that agency's hiring requirements for the position of Public Safety Dispatcher.
Required Materials
- Becoming an Exemplary Public Safety Dispatcher
- Author: Michael Josephson
- Publisher: CA Commission on POST
- Publication Date: 2015
- Text Edition: 1st
- Classic Textbook?: No
- OER Link:
- OER:
- Master the Public Safety Dispatcher Exam
- Author: Peterson
- Publisher: Peterson's
- Publication Date: 2015
- Text Edition: 4th
- Classic Textbook?: No
- OER Link:
- OER:
- Public Safety Dispatcher 911 Operator Exam Guide
- Author: Jack Garcia
- Publisher: Independent
- Publication Date: 2023
- Text Edition: 1st
- Classic Textbook?: No
- OER Link:
- OER:
