911 Advanced Development Program

Introduction

ICON Training, in partnership with Security Management International (SMI), proudly presents the 911 Advanced Development Program (911 ADP), crafted specifically for Emergency Control Center professionals. With extensive experience in training security personnel from military, law enforcement, intelligence, and private sectors worldwide, ICON and SMI are dedicated to advancing emergency response skills for high-stakes environments.

In an era where the nature and scale of threats are constantly evolving, our program addresses the growing need for sophisticated emergency response capabilities. Through comprehensive, hands-on training, the 911 ADP is designed to build foundational and advanced skills that enable personnel to respond quickly and effectively to crises impacting operations, employees, vendors, and customers. By integrating established dispatch protocols and internationally recognized standards, this program ensures participants are equipped to manage diverse emergency scenarios confidently and precisely.

Program Structure

Immersive Learning and Real-World Simulations

Participants will benefit from an intensive learning structure that combines theoretical knowledge with hands-on, real-world applications. Key elements include:

1. Tours and Observations at Leading Dispatch Centers: Participants will observe operational excellence firsthand at selected emergency response centers in Florida. These tours will demonstrate advanced techniques in crisis response management, communication, and dispatch operations, providing an ideal foundation for participants to apply in simulated environments.
2. Simulated Crisis Exercises: Through simulations that mirror high-stress, real-world emergencies, participants will engage in critical drills emphasizing core principles of effective crisis response, including:
   • Rapid Information Flow: Techniques to optimize communication speed and ensure timely information relay.
   • Accuracy in Communication: Ensuring the accuracy and relevance of information through optimized communication channels.
   • Crisis Rumor Management: Strategies to minimize misinformation both internally and externally.
   • Timely Decision-Making: Maximizing decision-making efficiency in high-pressure situations.
   • Impactful Early Decisions: Recognizing and managing the long-term consequences of initial crisis decisions.
   • Leadership Clarity and Hierarchical Structure: Establishing and clarifying roles within an organized command structure.
   • Information Filtering and Vetting: Techniques to manage and prioritize large volumes of incoming information.
   • Avoiding Reactive Choices: Techniques to remain proactive and deliberate in decision-making.
   • Strategic Communications as a Core Function: Reinforcing the importance of communication as the backbone of effective crisis management.
3. Advanced Dispatch Simulators for Crisis Scenarios: Participants will experience scenario-based training through sophisticated dispatch simulators, handling crises such as:
   • Mass Casualty Incidents
   • Active Shooter Events
   • Multi-Location Disasters

These exercises are designed to immerse participants in high-stakes scenarios, preparing them for real-life emergencies through extensive, realistic practice.

Specialized Training Modules

The 911 ADP program features specialized modules aimed at developing both tactical dispatch skills and advanced leadership competencies. Key training topics include:

• Tactical Dispatch Concepts: Including critical call handling, emergency call processing, quality assurance techniques, and methods for managing stress effectively.
• Drone Security Fundamentals and Response: Understanding the role and operation of drones in crisis scenarios, including deployment strategies for real-time monitoring and response.
• Large-Scale Rescue Operations: Comprehensive training for handling extensive incidents, emphasizing decision-making, communication, and hierarchical transitions.
• Cultural and Situational Negotiation Techniques: Specialized training to enhance negotiation skills, with a focus on cultural sensitivity, understanding diverse accents and behaviors, and dealing effectively with children and individuals with limited education.
• Leadership Development and Communication Best Practices: Skills to enhance both written and verbal communication, emphasizing clarity, confidence, and tactical awareness under pressure.

FEMA and APCO-Certified Modules

For organizations seeking certification, ICON/SMI offers additional modules, endorsed by FEMA and the Association of Public-Safety Communications Officials (APCO), led by emergency response experts:

• IS 100: Introduction to the Incident Command System
• IS 700: National Incident Management System (NIMS)
• IS 800: National Response Framework
• IS 247.B: Integrated Public Alert and Warning System for Alert Originators
• IS 242: Effective Communications
• IS 1200: TERT Team Leader Course

These certification modules are available online or in person, allowing participants to fulfill all required program credentials while enhancing their preparedness and competency.

Contingency Management & Preparedness Testing

ICON and SMI will guide participants through comprehensive tabletop exercises covering various incident types. These exercises are designed to help evaluate and improve participants’ contingency planning and crisis management skills. By simulating potential threats, participants can assess their readiness to handle unexpected challenges, allowing organizations to refine and reinforce their response plans effectively.

Qualtrics Data Analysis for Performance Measurement

To maximize training effectiveness and provide data-driven insights, ICON/SMI will utilize Qualtrics for performance measurement. This system allows for a comprehensive assessment of participant progress through advanced data collection and analysis tools:

• Pre- and Post-Training Assessments: Qualtrics-based evaluations provide a baseline of participants’ skills, enabling a measurable comparison post-training to gauge knowledge acquisition and skill enhancement.
• Real-Time Feedback Collection: Participants provide real-time feedback during exercises, allowing ICON/SMI to identify strengths and areas needing refinement, ensuring a responsive, adaptive training experience.
• Scenario-Specific Metrics: Metrics like response time, information accuracy, and decision quality are tracked during scenarios, allowing detailed performance analysis.
• Data Visualization and Reporting: Qualtrics translates data into clear, actionable insights via charts, graphs, and dashboards. This visual representation makes it easy for stakeholders to assess the effectiveness of each training module.
• ROI Tracking and Custom Metrics: Qualtrics data enables ROI measurement through customized metrics, such as efficiency gains, incident management improvements, and cost reductions, demonstrating the tangible value of advanced emergency response training.

Benefits of the 911 ADP Program

1. Enhanced Operational Efficiency: Provides personnel with advanced techniques for faster, more efficient emergency responses, leading to improved incident management and reduced crisis impact.
2. Cutting-Edge Skills Development: Industry-leading experts deliver hands-on training, exposing participants to real-world scenarios that build practical skills for high-stakes environments.
3. Improved Safety and Incident Mitigation: Reduces the likelihood and severity of incidents, contributing to a safer work environment and minimizing operational disruptions.
4. Global Best Practices: Participants gain exposure to globally recognized emergency response practices, adopting proven methods that excel in high-demand settings.

Return on Investment (ROI)

• Increased Efficiency: Enhanced training yields faster response times, improved decision-making, and operational efficiency, all of which minimize emergency impacts.
• Reduced Incident Costs: Skilled personnel mitigate the costs associated with incidents through quick and effective resolution.
• Long-Term Value: This investment in professional development equips personnel to manage increasingly complex emergencies, adapting to evolving threats over time.

The 911 Advanced Development Program by ICON/SMI is an essential investment in professional training, delivering performance-driven, measurable benefits to organizations and preparing emergency response teams for the future of crisis management.