Course title: Control Room Operator Course
Course Overview
This 10-day courses is designed for control room staff within the organisation and will be a mixture
of modules which could be adapted if necessary depending up the needs of the client. The key
objectives of the course, depending on the level, are to provide knowledge and understanding of
how to handle calls, deal with emergency calls and incidents and to lead and manage people.
The course also seeks to develop Control Operators into a Supervisory role. The Course can be
bespoke to your Service’s needs, though modules are generally selected from the following subjects:
Operator / Supervisor level
• Introduction to Control Room working
• Appreciation of the wider issues of call handling
• Receipt and Handling of Emergency Calls
• Dealing with incidents and understanding the incident command system
• Communications technical mobilising
• Communications equipment technical input
• Call handling simulation exercises including recording and debrief
• Management studies – communication and listening skills, managing conflict, decision
making, report writing, questioning techniques, instructional techniques , how people learn,
defining and writing objectives, planning exercise, interviewing workshops, report writing,
assessment, practicing leadership exercises
• The role of control room managers
• Health and safety
Detail
Course owner International Safety Training College
Course duration: 10 days
Translation: Delivered in English
Location: ISTC
Participants (max) 12 learners
Learner requirements: Designed for learners who attend emergency incidents and act as Initial Incident Commander
Attendees: Control Room Operators
Course deliverables: ISTC Certification
Course prerequisites: Must be experienced Control Room Operators
Course cost €tbc