Virtual One-Day 9-1-1 Classes

9-1-1’s Least Wanted (Virtual)

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 these individuals? How do cliques empower informal chains of commands? How can you fix what’s broken without becoming part of the problem? We answer these questions and more. Also included will be frank assessments of how social media, personal electronics, and factors such as the Me Too Movement impact personnel management.

9-1-1: Hacked, Attacked and Where's That (Virtual)

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 understanding all of the information displayed. We will also review and hear examples of swatting, hoax calls, and denial of service, ransomware as well as other situations that have temporarily paralyzed 911 centers. In addition we will identify other technological speed bumps that are stumping our call-takers such as VOIP calls, APPS calling 911, WIFI calling, cellular boosters and calls being routed to other countries. These types of calls do not always arrive in the PSAP via traditional means and it is important for telecommunicators to be ready for and understand the process for when they do.

Active Assailant (Virtual)

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 using recent case studies and actual audio tapes from active shooter events.  The course will also discuss what the telecommunicator can expect in future incidents and the possibility of terrorism and the active shooter.

Am I Just the Dispatcher? (Virtual)

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. This is one class that every telecommunicator should attend.

Communication Center Liability (Virtual)

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.

Crimes in Progress (Virtual)

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 robberies, shootings, homicides, pursuits, your role in responder safety, and child missing calls.

Crisis Intervention (Virtual One-day)

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 force that alters behavior and actions of the person in crisis. Many times, these calls are for barricaded individuals, mentally ill people in crisis, suicidal persons, domestic violence situations or even hostage situations. Your words and actions will most likely set the tone for the remainder of the call.

This course is designed to teach and arm communications personnel with effective communications skills to not only get the needed information from the caller but also teach them how to use verbal communications skills to lower emotions and de-escalate the situation. This will aid in making the scene safer for your emergency responders, with the ultimate goal of a peaceful resolution. The course includes information on the Understanding of the Mentally Ill and tips on how to deal with them during an episode or break down. This course is a must for all 9-1-1 telecommunicators and their supervisors.

Critical Incident Stress (Virtual)

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 for your long-term health and well-being.

Critical Incidents - Total Disaster Response (Virtual)

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 and lessons learned from those incidents.

Cultural Diversity – Ripped from the Headlines (Virtual)

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 targeting. There is no other class on the market that addresses these issues in one comprehensive course.

Customer Service (Virtual one-day)

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.

Domestic Abuse (Virtual)

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.

Hostage Negotiation (Virtual)

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 the call.

How to Save a Life, Yours! (Virtual)

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 and create our own negative environments. We eat unhealthy foods, drink unhealthy drinks, sit too long and put ourselves at risk for metabolic syndrome. The communications center is a breeding ground for many personality types and low morale.  This class will share some life/health changing education and techniques to assist in the reduction of unnecessary medical issues, improve working relationship and improve morale.

Introduction to 9-1-1 Management (Virtual)

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.

Lead, follow or get out of the way (Virtual)

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 communications center.

Stress: It's All in Your Head (Virtual)

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.

Suicide Intervention (Virtual)

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 and the Telecommunicator (Virtual)

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.

When High Profile Calls Have a Higher Impact! (Virtual)

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 their perfectly imperfect storm resulted in their significant loss. We will identify some of those lessons learned, share some of the lasting impacts their story and families have had on the 9-1-1 industry, as well as share an overview of some of the new acts and laws that are a result of these calls, and some that were created because mission-driven leaders saw the importance. You will learn what the Denise Amber Lee Act, Kari’s Law, and Ray Baum’s Act mean for your role as a telecommunicator.

Not to worry, this heavy at times session will not only focus on the negative stuff, but there will also be many positive messages shared, including shout outs to some pretty amazing 9-1-1 professionals as we hear how they went above the call of duty, used out of the box resources and creative actions to influence positive outcomes.