Emergency Dispatch & Control Center Operation
Course Description
The Control Center (CC) is a physical facility designed for information gathering, analysis and dissemination. It is where crucial decisions are made that result in resource co-ordination and emergency response. That response could include warnings and rapidly sharing information or urgent instructions to staff and possibly surrounding agencies/public that are designed to protect lives, property and the environment. However, no matter how automated CC technology becomes, the system Operator or Dispatcher will always remain the most important factor in the center, as well as being the most expensive. When seconds count, the performance of the CC will largely depend on the skills and judgement of the person/s operating the system. While recruitment and supervision are both important, without proper on-going training, operator performance and therefore corporate response, could become a hit and miss affair. BTS is delighted to announce that this training course reflects these demands. It is designed to give participants applicable skills and knowledge for working with Security Monitoring, Communications, CCTV, and other essential control room equipment and the very latest procedures.
The Training Course Will Highlight ?
  • The purpose and major functions of a Control Center
  • Information collection, evaluation, display and dissemination
  • Co-ordination of resources in an incident and what can go wrong
  • Customer, company and all stakeholder liaison
  • Control Center Team, Supervisor & Manager roles & responsibilities
  • Ten common mistakes made in Control Center
Training Objective

At the end of this training course, you will learn to:

    • Develop the knowledge and skills of a multi-task Dispatcher
    • Learn how to build rapport and learn new key communication skills
    • Develop confidence in CC call handling standards and techniques
    • Understand the complexities of active listening
    • Determine the many solutions of handling difficult callers
    • Analyse recorded material and Alarm Management

Target Audience

    • Attendance on this training course will immediately benefit all Control Center Operators, Dispatchers and their Supervisors. In addition, those managers who have overall responsibility for such operations and communications but have not had sufficient time to devote to the subject. This course is suitable to a wide range of professionals but will greatly benefit:
    • Control Center Operators and Supervisors
    • Emergency Dispatchers
    • Security Personnel and CCTV Operators
    • HSE Personnel
    • Emergency Response Team members
    • Incident Control Point (Forward Control) Team members

Training Methods

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

  • Lectures
  • Workshop & Work Presentation
  • Case Studies and Practical Exercise
  • Videos and General Discussions

Daily Agenda

Competency Description: What makes a great Dispatcher and Control Center team member? Control Center people come from a variety of professions. Sometimes they have experience with other emergency response organisations, sometimes they come from a background in customer service or call center work and sometimes they can be new to the control center environment. Whatever their background, they all share these behavioural characteristics

Key behaviours

    • Demonstrate exceptional IT skills and good local knowledge
    • Knowledge of Health & Safety
    • An understanding of types of incidents
    • Good interpersonal skills
    • Good communication and observation skills
    • Knowledge of communications, corporate terminology & procedures

Topics to be covered

    • Consider the role, purpose and many functions of a good Control Centre
    • Consider the role and responsibilities of the Emergency Dispatcher
    • Control Centre equipment: Communications; IT; CCTV; Alarms; Records
    • Consider the full range of potential incidents and calls
    • Dealing with those incoming emergency calls and prioritising them
    • Obtaining the necessary information from the caller
    • Assessing the urgency and deciding on the best course of action

Competency Description: An effective Control Center requires a methodical, structured approach to information gathering, analysis and then rapid dissemination. The CC becomes the focal communications point and part of the command and control system during an incident, if the system or the staff fail - then the company fails.

Key behaviours

    • Corporate awareness
    • Ability to work under pressure
    • Good problem-solving skills
    • Using the full range of CC equipment
    • Demonstrate competence in organisational and administrative skills
    • Active listening, observation and questioning skills

Topics to be covered

    • HSE policies relevant to CC design, monitoring and security equipment
    • Active listening techniques
    • Techniques to mitigate potential communication difficulties
    • CC procedures and command & control during an incident
    • The use of Forward or Incident Control Points (ICP)
    • Communications with & safety of an Emergency Response Team (ERT)
    • Overview of organisation’s risk management, emergency & security plans
    • Organisation’s emergency codes, procedures and alarm signals

Competency Description: Based on the type and activity of the Control Center, its purpose and equipment, an emergency services control room operator needs to be fully aware of all the many functions. What can go right and what can go wrong.

Key behaviours

    • Managing highly charged, potentially emotional situations
    • Resolving conflicts to achieve positive outcomes
    • Excellent communication skills, both verbal and written
    • Working on their own initiative
    • Flexibility, responding to changes in situations
    • Ability to manage ‘change-over’ and maintain accurate records
    • Effective peer relationship skills (team players)

Topics to be covered

    • Ten most common made errors in a Control Center
    • Security equipment checks:
        • CCTV
        • Infra-red sensors
        • Movement and acoustic sensors/detectors
        • Automatic entry/intruder alarms systems
        • Fire and duress alarms

    • Situations requiring back up and support:
        • Medical Emergencies
        • Major Incidents
        • Terrorist incidents
        • Multi-agency response and resource management

    • Conducting efficient ‘change-over’ at shift change, what is involved
    • Syndicate exercise
    • Avoiding fatigue and stress on the job
    • Course review

BTS attendance certificate will be issued to all attendees completing minimum of 80% of the total course duration.

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Course Rounds : (5 -Days)

Code Date Venue Fees Register
SEC110-03 22-05-2023 Indonesia USD 5950
SEC110-04 27-08-2023 Dubai USD 5450
SEC110-07 26-11-2023 Cairo USD 5450
Prices doesn't include VAT

UpComing Date

  • Start date 22-05-2023
  • End date 26-05-2023

  • Country Indonesia
  • Venue Indonesia

Quality Policy

 Providing services with a high quality that are satisfying the requirements
 Appling the specifications and legalizations to ensure the quality of service.
 Best utilization of resources for continually improving the business activities.

Technical Team

BTS keen to selects highly technical instructors based on professional field experience

Strengths and capabilities

Since BTS was established, it considered a training partner for world class oil & gas institution

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