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Dispatch 2023 - 2025 Lesson Summaries

Release Date: 1/1/2025

This lesson is designed to help dispatchers understand the fundamentals of elder financial exploitation and the role they play in combatting it.

Lesson Structure

Section 1. Why do criminals target the elderly for financial exploitation?

Section 2. What are the characteristics of perpetrators of elder financial exploitation?

Section 3. What are the most common methods criminals use to commit elder financial exploitation?

Section 4. What can a dispatcher do to help a person reporting abuse?

Release Date: 3/1/2025

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

9-1-1 Call

Officer Shoots Sergeant

Key Points

1. Obtaining exact locations of incidents, and people

2. Managing hysterical callers

3. Prioritizing questions

4. Gathering complete information

5. Using the caller’s name to build rapport

Learning Point Topics

1. Question Types

2. Navigating Calls from Off-Duty Law Enforcement

Medical Objective

1. When to Use CPR

Psychology Snapshot and Dispatcher Mental Health

1. Working with Distressed Individuals – Dr. Stella Benami, Clinical Psychologist

2. Employee Assistance Programs – By Katy Burno JD, MBA, LMSW

Release Date: 2/1/2025

9-1-1 Call

Woman Attacked by an Alligator

Key Points

1. Using the standard question format

2. Obtaining exact locations of involved parties

3. Offering empathy and assurances

4. Gathering complete caller information

5. Prioritizing caller and scene safety

Learning Point Topics

1. Animal Attacks

2. How to Survive an Alligator Attack

3. The Aftermath When Someone Dies

Medical Objective

1. Animal Attacks and Bites – Mitchel Schwindt M.D.

Psychology Snapshot and Dispatcher Mental Health

1. Why Do People Engage in Risky Behaviors? – Dr. Stella Benami, Clinical Psychologist

2. Breath – By Katy Burno JD, MBA, LMSW

Release Date: 1/1/2025

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

9-1-1 Call

Paranoid Drug Mules

Key Points

1. Obtaining exact locations of incidents, people, vehicle, and animals

2. Avoiding blue on blue events

3. Building trust and rapport with a caller

4. Significance of timelines

5. Staying on topic and gathering complete information

Learning Point Topics

1. Identifying Drug Trafficking and Questions to Ask

2. The Dangers Dogs Pose to Responders

Medical Objective

1. Handling Hypothermia Calls – Mitchel Schwindt M.D.

Psychology Snapshot and Dispatcher Mental Health

1. Understanding Psychosis– Dr. Stella Benami, Clinical Psychologist

2. Symptoms and Management of Stress – By Katy Burno JD, MBA, LMSW

Release Date: 12/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

Lesson

Road Rage

Key Points

1. Handling mobile incidents

2. Addressing caller safety

3. Providing assurances

4. Using calming techniques

5. Gathering complete information

Learning Point Topics

1. Road Rage

2. Self Defense in Road Rage

3. Calming Techniques

4. Auditory Exclusion

Psychology Snapshot and Dispatcher Wellness

1. Understanding and Working with Anger– Dr. Stella Benami, Clinical Psychologist

2. Using Breath to Feel More Calm, Clear and Centered – By Katy Burno JD, MBA, LMSW

Release Date: 11/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:
 
Lesson
Drive-By Shooting
 
Key Points
  1. Gathering full descriptions of all involved people and vehicles
  2. Addressing caller officer and scene safety
  3. Controlling the call
  4. Listening to background conversations
  5. Proving timely assurances
Learning Point Topics
  1. Drive-By Shootings
  2. Involving Second Parties
Medical Objective
  1. Gunshot Wounds (GSWs) – Mitchel Schwindt M.D.
Psychology Snapshot and Dispatcher Mental Health
  1. Understanding Trauma– Dr. Stella Benami, Clinical Psychologist
  2. Gratitude – By Katy Burno JD, MBA, LMSW

Release Date: 10/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:
 
Lesson
Woman Shoots Her Attacker
 
Key Points
  1. Obtaining accurate locations
  2. Addressing caller and victim safety
  3. Using the standard question format to uncover safety information.
  4. Gathering full descriptions of all involved people.
  5. Asking for complete weapon information.
Learning Point Topics
  1. Strangulation
  2. Controlling Your Emotional Reactions
  3. Navigating Sexual Assault
Medical Objective
  1. Pre-Arrival Care for Sexual Assault Victims
Psychology Snapshot and Dispatcher Mental Health
  1. Understanding and Working with Sexual Assault Survivors– Dr. Stella Benami, Clinical Psychologist
  2. Helping is One of Our Greatest Strengths – By Katy Burno JD, MBA, LMSW

Release Date: 9/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:
 
Lesson
Body Found Hanging
 
Key Points
  1. Proper transferring etiquette.
  2. Gathering and verifying location information.
  3. Obtaining all necessary information, including timelines.
  4. Asking for information to help visualize the scene and anticipate needs.
  5. Avoiding gaps of silence.
Learning Point Articles
  1. Using Empathetic Statements
  2. Creating Lifelines
Medical Objective
  1. Life Saving Actions for Hanging Victims
Psychology Snapshot and Dispatcher Mental Health
  1. Understanding and Working with Suicidality – Dr. Stella Benami, Clinical Psychologist
  2. Loneliness is Universal – By Katy Burno JD, MBA, LMSW

Release Date: 8/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

Lesson

Suspicious Hotel Check-In

Key Points

  1. The importance of non-emergency salutations.

  2. Addressing caller’s concerns while conducting an effective interview.

  3. Gathering all necessary safety information.

  4. Obtaining full descriptions of people and vehicles.

  5. Ending the call appropriately.

Learning Point Articles

  1. Maintaining Professionalism Under Pressure

  2. Profiling by Proxy

Psychology Snapshot and Dispatcher Mental Health

  1. Understanding and Ethical Treatment of Transgender Individuals – Dr. Stella Benami, Clinical Psychologist

  2. Tipping the Scale Positive – By Katy Burno JD, MBA, LMSW

Release Date: 7/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

Lesson

Kids Attempted to Steal Car

Key Points

  1. The purpose of a proper salutation.
  2. Seeking clarification regarding unclear or contradictory information. 
  3. Using the standard question format.
  4. Obtaining full descriptions.
  5. Ensuring a smooth hand off to responders.

Learning Point Articles

  1. Vehicle Repossessions
  2. How Far Can They Go?

Psychology Snapshot and Dispatcher Mental Health

  1. Adolescent Impulsivity – Dr. Stella Benami, Clinical Psychologist
  2. Using a Container to Regulate Emotions – By Katy Burno JD, MBA, LMSW

Release Date: 6/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

Lesson

Robbery at Gunpoint

Key Points

1. Addressing caller safety first.

2. The purpose of a proper salutation.

3. Using an appropriate tone of voice and inflection.

4. Seeking clarification on background conversations.

5. Speaking to the victim to gain a firsthand account of events.

Learning Point Articles

1. Dispatch Priming

2. Complacency in Dispatch

3. The Danger of Complacency

Psychology Snapshot and Dispatcher Mental Health

1. Wrongful Convictions – Dr. Stella Benami, Clinical Psychologist

2. Sitting with Emotion – By Katy Burno JD, MBA, LMSW

Release Date: 5/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

9-11 Call: Teen Found in the Woods

Key Points

  1. Following the standard questioning format.
  2. Obtaining complete location information.
  3. Gathering a firsthand account of the incident.
  4. Establishing a timeline of events.
  5. Addressing caller, officer, and scene safety concerns.

Learning Point Articles

  1. Waitress Saves Child Abuse Victim
  2. Child Abuse
  3. NG911 and Misrouted Calls

Medical Objective

  1. Diabetic Emergencies and Law Enforcement
  2. Traffic Stop of a Person Having a Diabetic Emergency

Psychology Snapshot and Dispatcher Mental Health

  1. Navigating Child Abuse as A Public Safety Professional – Dr. Stella Benami, PsyD
  2. Identifying Your Triggers – By Katy Burno JD, MBA, LMSW

Release Date: 4/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

 

Lesson: Fight with Knives

Key Points

  1. Directing the caller through the interview
  2. Addressing caller safety
  3. Gathering detailed descriptions of people
  4. Following up on red flag statements
  5. Appropriately using phrases such as, “stay on the line”

Learning Point Articles

  1. The Challenges of Voice Over Internet Protocol (VoIP)
  2. VoIP Misroute Example

Medical Objectives

  1. How to Provide Care to a Stabbing Victim
  2. The Dangers of Removing a Tourniquet

Psychology Snapshot and Dispatcher Mental Health

  1. Mental Health Issues Among the Homeless – By Dr. Stella Benami, Clinical Psychologist
  2. Managing Your Energy – By Katy Burno JD, MBA, LMSW

Release Date: 3/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

 

Lesson: There’s a Hole in the Ceiling

Key Points

  1. Proper address verification.
  2. Obtaining all weapon information.
  3. Establishing a timeline.
  4. Gathering details when the caller has limited information.
  5. Addressing caller, officer, and bystander safety.

Learning Point Articles

  1. Where to find the address of a hotel/motel.
  2. Methamphetamine
  3. Wireless Phase II
  4. Mapping Latitude and Longitude
  5. RapidSOS

Psychology Snapshot and Dispatcher Mental Health

  1. Officer Involved Shootings – Dr. Stella Benami, Clinical Psychologist
  2. Understanding Your Emotional Needs – By Katy Burno JD, MBA, LMSW

Release Date: 2/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

Lesson: She Shot Him

Key points:

  1. Determining exact locations of places and people.

  2. Effective use of calming techniques.

  3. Clarifying conflicting information.

  4. Following the standard guideline for gathering information.

  5. Addressing caller, officer, and scene safety.

Learning Point Articles

  1. Domestic Violence: A Frequent Threat

  2. Dispatchers Mitigating the Risk of Domestic Violence

  3. You Called 9-1-1 to Order a Pizza?

Psychology Snapshot and Dispatcher Mental Health

  1. Diaphragmatic Breathing. – By Katy Burno JD, MBA, LMSW

  2. Understanding Domestic Violence – Dr. Stella Benami, Clinical Psychologist

Medical Objectives

  1. How to Treat a Gunshot Wound until Help Arrives

  2. Stop the Bleed

  3. How to Make an Improvised Tourniquet

Release Date: 1/1/2024

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following:

9-1-1 Call
Man shoots six and then himself.

Key Points

  1. Interviewing a caller reporting secondhand information.

  2. Identifying all involved parties and obtaining full descriptions.

  3. Using the standard questioning format to gather information.

  4. Determining exact locations of places and people.

  5. Providing assurances early and often.

Learning Point Articles

  1. How to Survive an Active Shooter: The FBI’s Run, Hide, Fight Method.

  2. How 9-1-1 Dispatchers Can Help in an Active Shooting.

Psychology Snapshot and Dispatcher Mental Health

  1. TBI and CTE – Dr. Stella Benami, Clinical Psychologist

  2. Do Absolutely Nothing – Katy Burno JD, MBA, LMSW

Release Date: 10/1/2023

This lesson has been adapted from material created specifically for law enforcement sworn personnel and is designed to help dispatchers understand and identify sovereign citizens.

This lesson consists of the following sections:

Section 1:  What are sovereign citizens, and why are they dangerous?

Section 2:  How did the sovereign citizens movement begin?

Section 3:  What are common beliefs of those who belong to sovereign citizens groups?

Section 4:  What are common “paper” crimes committed by individuals who are associated with sovereign citizens groups?

Section 5:  What other crimes do sovereign citizens commonly commit?

Section 6:  How can public safety personnel recognize that he or she has encountered a sovereign citizen?

Release Date: 7/1/2023

This lesson addresses what 9-1-1 dispatchers need to know about:

  • Intellectual disabilities

  • Autism spectrum disorder

  • Cerebral palsy

  • Epilepsy

  • Traumatic brain injury

  • Prader-Willi Syndrome

  • Fetal Alcohol Syndrome

Release Date: 4/1/2023

This lesson addresses what 9-1-1 dispatchers need to know about human trafficking investigations, including:

  • What is Human Trafficking?

  • Federal Laws Against Human Trafficking.

  • Misconceptions about Human Trafficking.

  • Tactics of Human Traffickers.

  • Signs of Human Trafficking.

  • Methods of Curbing Supply and Demand.

  • Investigation Tips.

  • Victim’s Rights and Resources.

Release Date: 1/1/2023

This lesson addresses the First Amendment rights of Freedom of Assembly and Freedom of Speech, including the subtopics listed below:

  • What are the recognized limits on a person’s constitutional right to assemble?

  • When may law enforcement officers use force against protesters?

  • What is symbolic speech?

  • Does the First Amendment protect all speech, including fighting words and true threats?

  • Are there limits on what people can say to law enforcement officers?

  • Do people have the right to record police activities?

  • What are the First Amendment rights of law enforcement officials?

Release Date: 12/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller reporting that he found a baby in a dumpster.

Key Topics:

  1. Gaining and maintaining control of the interview.

  2. Proper use of repetitive persistence.

  3. Proving assurances early and often.

  4. Obtaining the caller’s exact location

  5. Identifying all individuals involved.

Learning Point: Safe Haven Boxes

Call 2: A man reporting he was ready to kill his wife.

Key Topics:

  1. Determining the extent of injuries.

  2. Obtaining mental health information.

  3. Providing instructions for officer arrival.

  4. Gathering information on weapon involvement.

  5. Separating individuals involved in violent events.

Learning Point: Managing Telephone Electronic Feedback

Additional Resources:

  1. Why Do Parents Abandon Their Children?

  2. What Causes Low Body Temperature in Babies?

  3. The Long-Term Effects of Abandonment.

  4. What to Know About Alcohol and Mental Health.

  5. Facial Trauma.

  6. Tips for Using a Phone with Hearing Aids.

Release Date: 10/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 call:

Call 1 – A caller reporting his brother shot his parents.

Key points:

  1. Importance of addressing caller safety.

  2. Necessity of calming techniques and assurances.

  3. Determining the locations of all involved parties.

  4. Listening for red flags.

  5. Following standard questioning format.

Medical Objectives & Additional Articles

  1. How to Handle a Gunshot Wound

  2. What is Schizophrenia?

  3. 21 Common Reactions to Trauma

Learning Point: How Quickly House Fires Burn.

Dispatcher Mental Health: The Power of Attention

Release Date: 9/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1 – A caller reporting that someone shot into her home and her two-year-old son has been hit.

Key points:

  1. Ensuring safety information is gathered.

  2. Following the standard questioning guideline.

  3. Conducting an interview with compassion and empathy.

  4. Listening to background conversations.

  5. Maintaining control of the interview.

Learning Point: Dispatcher Wellness

Medical Objectives & Additional Articles

  1. The difference in treating child victims of gun violence versus adults.

  2. How to handle a gunshot wound.

  3. What a bullet does to a human body.

  4. Guns in the home: How to keep kids safe.

Release Date: 8/1/2023

In this one-hour lesson, dispatchers will follow along as a real 9-1-1 call is broken down and analyzed.  The lesson will guide the dispatcher through each of the major components of call taking, challenge them to think critically, and provide tips and techniques to enhance their skillset.  In addition, it will provide the resolution of the incident and links to resources to help expand their knowledge.

Call 1 – A caller reporting that she had just stabbed a man in her home.

Key points:

  1. Obtaining location and descriptions of weapons.
  2. Asking to speak to a neutral party.
  3. Assessing injuries of all individuals.
  4. Utilizing calming techniques.
  5. Gathering detailed information.

Learning Point: When Law and Medical Dispatching Collide

Call 2 – A caller reporting that he was threatened by a shoplifter who was armed with a 6-ft chain.

Key points:

  1. Obtaining location information.
  2. Addressing caller safety.
  3. Staying focused and following the standard question format.
  4. Talking over a caller.
  5. Listening for red flags.

Learning Point: How Mental Health Issues Impact a Call

Medical Objectives & Additional Articles

  1. Managing Penetrating Trauma.
  2. Battered Woman Syndrome.
  3. Childhood Physical Abuse.
  4. Mental Illness and Violence.
  5. 14 Frequent Symptoms of Mental Illness.
  6. Warning Signs and Symptoms.

Release Date: 7/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller who says he is going to turn himself in for killing a woman.

Key Topics:

1. Listening for red flags.

2. When to employ empathy.

3. Remaining neutral in difficult situations.

4. Following the standard questioning format.

5. Obtaining weapon information.

Learning Point: Swatting – A Public Safety Threat

Call 2: A caller reporting that she just found her son shot to death.

Key Topics:

1. Using the caller’s name.

2. Paying attention to background voices.

3. Gaps of silence.

4. Providing assurances.

5. Addressing caller safety.

Learning Point: Establishing an Accurate Timeline

Additional Resources:

1. The Effects of Crack Cocaine.

2. Skull Fractures.

3. Do the Job Right.

Release Date: 6/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller reporting that his wife is missing.

Key Topics:

1. Crime scene preservation.

2. Using calming techniques.

3. Following up on necessary topics.

4. Gathering information on multiple locations.

5. Establishing timelines.

Learning Point: Find My App & Workout Trackers.

Call 2: A caller reporting that his neighbor has been shot by her husband.

Key Topics:

1. Following the standard questioning format.

2. Maintaining the caller’s attention.

3. Addressing caller safety.

4. The importance of assurances.

5. Obtaining detailed descriptions.

Learning Point: Crisis Negotiation Teams

Additional Resources:

1. What You Should Know About Attention-Seeking Behavior in Adults.

2. Attention-Seeking Behavior: Examples & How to Stop.

3. What is self-inflicted injury?

4. Domestic Murder-Suicide: A Compound Tragedy.

5. Treatment and Recovery for a Severed Finger.

6. Why Do Head Injuries Bleed so Much?

Release Date: 5/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller reporting that a woman was being chased by a bear.

Key Topics:

1. Obtaining address information.

2. Gathering weapon details.

3. Following the standard questioning format.

4. Preventing gaps in the interview.

5. Anticipating a change in circumstances.

Learning Point: Bears and Humans – Coexisting in a Crowded World.

Call 2: A caller reporting that her friend killed his girlfriend and wants her to meet him at a lake to dispose of the body.

Key Topics:

1. Ways to obtain an address.

2. Addressing caller safety.

3. Avoiding tunnel vision.

4. Gathering complete descriptions.

5. Providing assurances early and often.

Learning Point: Obtaining Locations from Mapping Applications.

Additional Resources:

1. Strangulation Injury – Emergency Management.

2. The Dangers of Strangulation

3. Initial Management of Trauma in Adults.

Release Date: 4/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller reporting that he just stabbed a man who attacked him.

Key Topics:

1. Confirming the location first.

2. Obtaining complete injury information.

3. Asking open-ended questions.

4. Providing officer contact instructions.

5. Gathering weapon information.

Learning Point: Importance of Inflection and Tone

Call 2: A caller believes he has killed someone in his home after waking up covered in blood.

Key Topics:

1. Keeping emotions in check.

2. Determining when to provide medical aid.

3. Addressing caller safety.

4. Listening for red flags.

5. Anticipating a change in circumstances.

Learning Point: Disorientation

Additional Resources:

1. Shock

2. Adrenal Hormones

Release Date: 3/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller is reporting that he just watched his girlfriend get kidnapped from in front of his house.

Key Topics:

1. Establishing accurate timelines.

2. Obtaining detailed descriptions.

3. Maintaining control of the interview.

4. Conveying compassion and keeping the caller engaged.

5. Gathering weapon information.

Learning Point: Using Technology to Locate a Caller

Call 2: An off-duty Sheriff’s Lieutenant shot a man after the subject jumped on his truck and broke his windshield.

Key Topics:

1. Listening to background conversations.

2. Obtaining weapon information.

3. Determining the exact location.

4. Handling officer involved incidents.

5. Addressing caller safety.

Learning Point: Stand Your Ground

Additional Resources:

1. What a Bullet Does to a Human Body.

2. Dispelling the Myth of Violence and Mental Illness.

3. Coping In the Aftermath of a Shooting.

Release Date: 2/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A young female is hiding in the basement after seeing someone break into her home.

Key Topics:

1. Confirming Addresses

2. Proper questioning techniques.

3. Managing young callers.

4. Obtaining full suspect descriptions

5. Addressing caller safety.

Learning Point: Providing Non-Audible Response Safety Instructions to a Concealed Caller

Call 2: A caller is reporting that an airplane dropped fuel on an elementary school.

Key Topics:

1. Following the standard questioning technique.

2. Obtaining the caller’s name and phone number early.

3. Determining the best response route.

4. Providing assurances early and often.

5. When to transfer a caller.

Learning Point: Mass Casualty Incidents

Additional resources:

1. Effects of Jet-Propulsion Fuel 8 on the Nervous System.

2. A Geospatial Analysis of the Effects of Aviation Gasoline on Childhood Blood Lead Levels.

3. Medical Management Guidelines for Gasoline.

Release Date: 1/1/2023

This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following 9-1-1 calls:

Call 1: A caller thinks her mother has been murdered after finding her covered in blood.

Key Topics:

1. Addressing caller and scene safety.

2. Identifying all involved parties.

3. Establishing timelines.

4. Controlling the interview.

5. Obtaining exact locations.

Learning Point: Calming Techniques.

Call 2: A caller is reporting an unwanted person at his house.

Key Topics:

1. Clarifying vague information.

2. Remaining on the line until officers arrive.

3. Tone and demeanor.

4. Addressing caller and scene safety.

5. Providing instructions promptly.

Learning Point: Tactical Thinking and Identifying Verbal Clues.

Additional Resources:

1. How to Control Anger: 25 Tips to Help You Stay Calm.

2. The Role of Emotion in Predicting Violence.

3. How Your Brain Copes with Grief, and Why It Takes Time to Heal.

Terms of Service