Customer service skills for dispatchers is a critical class for all dispatchers and 9-1-1 personnel. Topics covered include, annoying and difficult callers, words to use for extraordinary customer service, how to defuse anger and officer/dispatcher relations.
The only class like it on the market. The class is designed to discuss issues and problems that each responder faces. The class is designed to assemble fire fighters, law enforcement, communications and management together in one room to discuss how to improve the response of all professionals.
This 4-hour class is Lessons Learned from the Denise Amber Lee Case.
This 4-hour course deals with ADA Compliance, call handling techniques, the deaf culture and ASL, and other practical training for 9-1-1 call centers.
NewSome 9-1-1 callers present more of a challenge than others.
This class is designed to provide the attendees with a variety of skills to process some of the most challenging calls and callers. Topics include: the basics, calming techniques, customer service, how to defuse anger, annoying and... read more
This class has been created to bring telecommunicators up to speed on the technological terrorism and the “Internet of Things” that are plaguing our 9-1-1 centers across the nation. We will discuss getting back to the basics of identifying ANI/ALI & mapping knowledge and the importance of... read more
An interactive daylong discussion of the problem people you will encounter while working in an emergency communications center. We cover the chronic complainer, the terrible trainer, and the big bad bully are all among the cast of characters that will in great detail. How does our culture support... read more
The most comprehensive active shooter class on the market. This class will not only give telecommunicators the historical prospective of the active shooter, but will also provide skills your telecommunicator can use during active shooter events. Lessons learned from previous incidents are discussed... read more
This motivational session will take an in-depth look at the job you do every day. The class is designed to motivate the new and the veteran telecommunicator and discusses such topics as professionalism, respect, teamwork, the future of 9-1-1, dealing with negative attitudes, and being the best.... read more
A one-day seminar focusing on fire communications, apparatus, fire call taking, hazardous materials, and handling calls related to fires.
Liability issues in the communications center have become a major issue across the United States. Communications centers across the United States are now facing lawsuits. It is important for all members of the communications center to learn skills to reduce liability.
When Seconds Count®, are you prepared to respond? When 911 rings, and you have a call that is in progress, are you ready? This class is designed to provide you with the tools you need to respond to a variety of in-progress and high-risk calls. Topics include: Handling child callers, armed... read more
When a person is in crisis, the telecommunicator many times will be the first person to respond. This class provides you the tools you need.
Communications personnel are often the first to deal with a person in the midst of a crisis. We recognize emotions, not rational thinking, are the driving... read more
Communications is one of the most stressful jobs you can have. Each one of you will experience critical incident stress during your career. This class will provide you with techniques to manage critical incident stress and educate you about the effects of critical incident stress. It is critical... read more
This course is designed to provide the attendee the knowledge they need to respond to a variety of large scale or mass casualty events. The course topics will range from disaster preparedness to how to respond to incidents that range from terrorism to natural disasters with numerous case studies... read more
In the past two years, we have seen more civil unrest than occurred in the previous 40 years. With this backdrop, police officers have been the target of assassinations. This class will address your role in community-oriented policing, cultural diversity, de-escalation techniques and responder... read more
Customer service skills for dispatchers is a critical class for all dispatchers and 9-1-1 personnel. Topics covered include, annoying and difficult callers, words to use for extraordinary customer service, how to defuse anger and officer/dispatcher relations.
A dynamic one-day look at the truths and myths associated with domestic abuse. Attendees will learn to handle domestic abuse calls and the various situations associated with it.
The FBI now recommends that communications professionals receive hostage negotiation training. Many hostage-incident contacts with law enforcement begin when the hostage taker calls 9-1-1. It is critical that the person who answers this call is trained. This class will prepare attendees to answer... read more
In this day and age heart disease, stroke and diabetes are not discriminatory however those that do not take care of themselves can find themselves in the front of the pack when it comes to SCA or CVA. Dispatchers for the most part live very unhealthy lives; we add unnecessary stress on ourselves... read more
The class will educate the attendee in the full range of 9-1-1 management from technology to personnel management. This class is critical to provide a well-rounded manager in the communications center.
Leadership is more than being an appointed supervisor. Everyone in your communications center has the possibility for leadership. This one of a kind leadership class will address leadership at all levels of your organization and provide attendees with ways to improve the leadership in your... read more
A dynamic one-day look at how public safety workers can reduce stress in their lives. Attendees will learn to identify the sources of stress in their life and how to manage their stress.
A one-day interactive class designed to educate Public Safety call-takers in crisis intervention. Topics include: suicide attitudes, risk assessment of caller, risk assessment of responder and call-taker intervention.
Terrorism has become a major threat to the cities of America. The dispatcher and call taker must have an understanding of terrorism and Weapons of Mass Destruction. Being the true first responder the attendee will learn techniques to handle an incident involving Biological and Chemical incidents.
Chances are you have heard the names, Kyle Plush, Kari Hunt, Shanell Anderson, Denise Amber Lee, and sadly some others. These stories have identified links in the public safety chain of survival that failed them and tragically they are not here to share their story or the vital lessons learned when... read more
A two-day seminar, which focuses on skills dispatchers need to dispatch various calls, which may become critical incidents. Topics covered include: suicidal callers, shootings, domestic violence, school violence, rape calls, officer down, pursuits and critical incident stress.
A two-day interactive class focusing on skills supervisors need. Topics covered include: federal laws, supervisor skill and styles, problem solving, counseling and liability.
A two-day interactive look at specific skills trainers need to perform the high-quality training needed in our profession. Topics include: adult learning, instructional techniques, Daily Observation Reports, lesson plans, documentation and liability.
When a person is in crisis, the telecommunicator many times will be the first person to respond. This class provides you the tools you need.
Communications personnel are often the first to deal with a person in the midst of a crisis. We recognize emotions, not rational thinking, are the driving... read more
A two-day seminar focusing on communication, management, apparatus, and functionality in handling calls related to fires.
A two-day interactive class focusing on skills supervisors need. Topics covered include: federal laws, supervisor skill and styles, problem solving, counseling and liability.
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