This course is designed for all staff to recognize the changes brought to society during the holidays that specifically impact callers, calls, information, and strategy in the 911 center. Utilizing call data, students will learn the science of moving through the holidays in 911. As a class community, we will analyze a selection of holiday-related […]

This course is broad-spectrum and appropriate for several dispatch categories, including new telecoms; existing telecoms hoping to learn the latest techniques; progressive trainers to gain teaching ideas; supervisors or managers seeking a fix-it for baseline skills. Using tremendous caller, responder, and dispatch audio, attendees will dissect great calls and actively work with instructors to formulate […]

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This course will focus on training public safety call-takers to recognize Post Traumatic Stress Disorder/Syndrome symptoms, traumatic brain injury signs and symptoms, suicidal ideation, suicidal risk factors, and the Veteran's aversion behaviors.  Additionally, this course will focus on verbal de-escalation and containment through the power of active listening skills and verbal intervention techniques.  Call-takers will […]

This course is appropriate for all roles in the center and is especially effective if multiple members of a 911 staff attend.  Direct and impactful, we will train on line-of-duty injury and death within a center and extend to field families.  Also included will be exposure to how to manage to receive or dispatch calls […]

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Communication training officers need to be rejuvenated every 2-5 years to retain their effectiveness and passion for the mission!  Our refresher empowers and supports training professionals with a personal assessment of accomplishments to date, as well a review of any struggles.  All roles and requirements of modern trainers will be reviewed.  With the support of […]

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This course encompasses not only the civil and legal repercussions of liability but also addresses the topic of personal and professional ethical conduct.  Topics incorporated include types of 911 liability, elements of negligence claims, and incorporation of national standards, including the ADA, specifically regarding the TDD.  Next, students will discuss the public expectations of service […]

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