Students will be taught what questions to ask and how to process calls, while dispatchers will learn what information to look for. Critical information will be provided to help attending agencies formulate a plan to combat trafficking and assist the most vulnerable in their communities. Managers will receive assistance in creating effective policies and procedures […]

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 […]

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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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 […]

Weather is a major factor in call taking and dispatching, but what do we know about its application to 911? In this "everything weather" class, students will be guided through numerous weather cycles and their effect in the 911 environment. Full of audio and video, this invigorating class will bring students face to face with […]

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, […]

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