Information Of Programmes

GULSEHIR VOCATIONAL SCHOOL OF SOCIAL SCIENCES / GCM209 - ÇAĞRI MERKEZI HIZMETLERI

Code: GCM209

Course Title: EMERGENCY CALL CENTER AND FIRST AID MANAGEMENT

Theoretical+Practice: 2+0

ECTS: 2

Year/Semester of Study

2 / Fall Semester

Level of Course

Short Cycle Degree Programme

Type of Course

Optional

Department

ÇAĞRI MERKEZI HIZMETLERI

Pre-requisities and Co-requisites

None

Mode of Delivery

Face to Face

Teaching Period

14 Weeks

Name of Lecturer

PINAR GÜNER KOÇAK (guner@nevsehir.edu.tr)

Name of Lecturer(s)

PINAR GÜNER KOÇAK,

Language of Instruction

Turkish

Work Placement(s)

None

Objectives of the Course

Introduction, objectives and learning objectives, assess the health service, to assess the emergency medical services, evaluate legislation related to emergency medical services in Turkey, evaluate the organizational structure of emergency medical services in Turkey, ambulance and assess the emergency medical vehicles, to distinguish the ambulance equipment in Turkey to assess the emergency structure and functioning in Turkey, using forms in emergency health services in Turkey, par assess the you can not powers and responsibilities, duties to the organization, to ensure their safety, patient / injured safety to provide ambulance and provide communication in emergency medical services.

Learning Outcomes		PO	MME
The students who succeeded in this course:
LO-1	KPI Education	PO-1 Call Center Services have information about the basic level in the field.	Examination
LO-2	Service Level	PO-2 Decision, implementation, and their behavior has the ability to use information acquired in the field of Call Center Services.	Examination
LO-3	Answer Rate	PO-8 Programs for the learning needs are open for accession.	Examination
LO-4	Abondened Call	PO-1 Call Center Services have information about the basic level in the field.	Examination
PO: Programme Outcomes MME:Method of measurement & Evaluation

Course Contents
Crisis and characteristics of crisis, Sources of organizational crisis, Crisis process and its consequences, Crisis and out of plan management of change, management and stages of crisis period, human resources management in crisis period, Post-crisis management, Public relations and communication in times of crisis, Stress management in crisis environment, Stress Factors, Organizational Stress, Effects of Stress on Individuals Extraction methods are examined.
Weekly Course Content
Week	Subject	Learning Activities and Teaching Methods
1	Emergency Call Services Definitions, Development, Elements and Presentation of Açh	Lecturing
2	Principles of Emergency Call Services	Lecturing
3	European Impact on Emergency Call Services	Lecturing
4	Responsibilities of Single Emergency Number Application in Europe	Lecturing
5	Application Examples	Lecturing
6	Emergency Call Service in Turkey	Lecturing
7	Emergency services in Turkey, Development and Components	Lecturing
8	mid-term exam
9	Compliance with the Principles of Emergency Services in Turkey	Lecturing
10	Effect of Açh Turkey in EU	Lecturing
11	Emergency Call Greeting System	Lecturing
12	Caller Management and Effective Telephone Communication	Lecturing
13	Stress Management in Private Caller Groups and Emergency Call Answering	Lecturing
14	Emergency Call Center Software Call Receiver Module	Lecturing
15	Emergency Call Center Software Call Receiver Module	Lecturing
16	final exam
Recommend Course Book / Supplementary Book/Reading
1	Ders notları, Çağrı yönetim firmaları web sayfası
2	Kamu Hizmetlerinde Etkinlik Acil Çağrı Hizmetleri- Sülün Evinç Torlak, Ali Ekşi
3	112 Acil Sağlık Hizmetleri Yönetimi- Haluk Tanrıverdi
Required Course instruments and materials

Assessment Methods
Type of Assessment	Week	Hours	Weight(%)
mid-term exam	8	1	40
Other assessment methods
1.Oral Examination
2.Quiz
3.Laboratory exam
4.Presentation
5.Report
6.Workshop
7.Performance Project
8.Term Paper
9.Project
final exam	16	1	60

Student Work Load
Type of Work	Weekly Hours	Number of Weeks	Work Load
Weekly Course Hours (Theoretical+Practice)	2	14	28
Outside Class
a) Reading	2	5	10
b) Search in internet/Library			0
c) Performance Project			0
d) Prepare a workshop/Presentation/Report			0
e) Term paper/Project			0
Oral Examination			0
Quiz			0
Laboratory exam			0
Own study for mid-term exam	4	2	8
mid-term exam	1	1	1
Own study for final exam	4	3	12
final exam	1	1	1
			0
			0
Total work load;			60