Working in 911 is inherently stressful. This course will help students understand the nature and causes of 911-related stress, including the four major categories of stress, two types of stress, and four stress responses. We'll review stressors specific to Public Safety Telecommunicators, including critical incidents and personal stresses. Once stressors are identified, the course will […]

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This course guides call-takers on effective communication with various types of despondent callers, including adults, youth, and the elderly in crisis. We'll cover suicidal erosion, warning signs of suicidal ideology, and the PLAID PALS clinical assessment tool. The course emphasizes active listening skills to build rapport and trust, as well as verbal containment techniques. For […]

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 […]

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