Call Center Headset

Emergency Telecommunication

Registration for ETC is Open

Tuition $300
No Registration Fee Required

Class Info

5-week certificate program


Meets 2 days each week

4 hours each day

Class size: 12 students

Space is limited, please register early to secure your spot

   start dates   

Summer 2022

4:30 - 8:30 pm

All classes meet on Tuesday and Thursday each week.



* All times listed are Central Time

**Additional start dates will be added if enrollment permits



As the lifeline to people in crisis, emergency dispatchers must continuously learn, improve, and validate their skills so as to guide callers through complex emergency situations. Certification helps ensure that the high standards of customer service, care, and public safety are met. Certified dispatchers gain not only increased competency but also professional pride and self-confidence—qualities that are critical to managing stressful situations. Certification is required to use any of the IAED Priority Dispatch Systems™.


Emergency Telecommunications (ETC) is a 40-hour program produced by the IAED (International Academies of Emergency Dispatch) and is designed to train those unfamiliar with emergency communication centers to become effective 911 emergency dispatchers. 

The program takes an integrated teaching approach that features comprehensive content, multimedia presentations, and hands-on training. Students will learn through instructor-led lecture, discussion, video segments, audiotape review of actual 911 calls, case transcripts, hands-on practice and role-playing to increase their expertise and confidence in extreme situations.

Applicant Must:

  • Be able to read and write at a high school graduate or GED level.

  • Successfully complete an ETC course, taught by an IAED-Certified Instructor, that meets the formal recommendations set forth by IAED, outlining the standard of care for ETC.

  • Complete IAED’s Certification Exam with a score of at least 80%. If 80% is not achieved, retests are available for a fee of $30 USD.

  • Agree to abide by the Academy’s Code of Ethics, Code of Conduct, and professional practice standards.

  • Submit the completed application form found in the back of the ETC Course Manual. The certification application fee is included in the price of the course manual.

 Courses Topics 

In the Emergency Telecommunications program, the skills and topics you will learn include:

  • Roles and Responsibilities

  • Emergency Telecommunication Technologies

  • Telecommunication Essentials

  • Methods of Communication

  • Caller Management

  • Fire Call Classification

  • Police Call Classification

  • Medical Call Classification

  • Stress factors in public safety communications

  • Stress Management

  • Man-Made and Natural Catastrophic Events

  • Radio Broadcast Procedures

  • Legal Aspects of Public Safety Communication



Interested in learning more about the Emergency Telecommunications program?


Contact Program Director Hali Chapman at 

219-866-6000 ext. 2022

Hotline Consultant