Program Intentions Program Activities and Resources Short-term Outcomes: Indicators Longer-term Outcomes:
(Inputs) (Outputs) Indicators (Outputs)
Teach students to use and adapt to Resources Short-term Outcomes Longer-term Outcomes telecommunication specific Simulation environment as Demonstrate familiarity with Familiarity with and improved technologies, such as integrated described in introduction; each multi-window CAD systems, in questioning abilities lead to a computer telephony and computer workstation computer also has concert with other software and stronger client-centered approach aided dispatch (CAD) software internet access and is networked technology such as Google maps as there are fewer gaps in using multi-window/multi-monitor within the simulation environment or policy databases. conversation, decreasing caller workstation system. and current CAD software (CAD anxiety. Improved questioning software provides data entry Recognition of the critical data to abilities are shown by efficiency Have students be able to fields, event queue and integrated obtain in processing a request for and displaying active listening demonstrate accurate data entry of mapping of Waterloo County). public safety response. skills (i.e. not repeating questions, critical items (address, or confirming a response to a municipality, location within 4 faculty team members to Questioning sequences question that has not yet been location) in call processing. facilitate instruction and practical developed/affirmed for optimal asked) application with 18 students. data entry. Students show recognition of why Multitasking skills are developed critical items (as above) are Students have access to the Techniques for communicating as participants familiarity with important (maintain safety of as simulation environment for 6 with different caller types are multiple computer systems and many or all parties involved as hours/week for 7 weeks developed. other technology increases. This is possible). - Tuesday for 2 hrs shown by improved overall - Wednesday for 4 hrs Critical thinking skills are efficiency in committing calls to Students develop a client centered Activities developed through scenario design the system, and actioning the approach for all calls, utilizing Approximately 1 hour on assignments. requests in a timely fashion. empathy and reflection to maintain Wednesdays (30 minutes at start this approach. of class, 30 minutes at the 2 hr Participant gains experience Critical thinking skills enhance the mark) is given to instruction and working with a variety of team participants capability to process Prepare students for a career in faculty demonstration of a task members. problem calls (e.g. thinking on Public Safety Communications. (i.e. data entry of location specific their feet). An example would be critical items). the ability to recognize additional Remaining class time focuses on information that needs to be practical application by the obtained outside of the standard students. requirements, as well as Students pair up and role play as displaying easy transition between callers and call-takers using self- types of calls (i.e. police vs. fire made scenarios. Scenario vs. ambulance). requirements include the location critical items, a callback phone number, a chief complaint or Participant is able to function as a problem type and a brief member of the description of the situation telecommunications team (this is the first learning outcome listed In weeks 3 & 5 students are for the course). assessed quiz-style on knowledge of critical items and data entry short forms. In week 4, students are assessed on their processing of one faculty delivered simulation; students are given the audio recording of their call for reflection on areas of improvement, as well as an improvement plan. In week 5, students create role- play scenarios that reflect various caller types (child callers, elderly, angry callers, etc.). In weeks 4, 5 and 6, students peer evaluate and provide constructive feedback. In week 7, a practical assessment of all skills related to processing requests for public safety intervention occurs for each student. Partners are rotated throughout the practical applications.