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
The importance of non-emergency salutations.
Addressing caller’s concerns while conducting an effective interview.
Gathering all necessary safety information.
Obtaining full descriptions of people and vehicles.
Ending the call appropriately.
Learning Point Articles
Maintaining Professionalism Under Pressure
Profiling by Proxy
Psychology Snapshot and Dispatcher Mental Health
Understanding and Ethical Treatment of Transgender Individuals – Dr. Stella Benami, Clinical Psychologist
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
Learning Point Articles
Psychology Snapshot and Dispatcher Mental Health
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
Learning Point Articles
Medical Objective
Psychology Snapshot and Dispatcher Mental Health
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
Learning Point Articles
Medical Objectives
Psychology Snapshot and Dispatcher Mental Health
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
Learning Point Articles
Psychology Snapshot and Dispatcher Mental Health
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:
Determining exact locations of places and people.
Effective use of calming techniques.
Clarifying conflicting information.
Following the standard guideline for gathering information.
Addressing caller, officer, and scene safety.
Learning Point Articles
Domestic Violence: A Frequent Threat
Dispatchers Mitigating the Risk of Domestic Violence
You Called 9-1-1 to Order a Pizza?
Psychology Snapshot and Dispatcher Mental Health
Diaphragmatic Breathing. – By Katy Burno JD, MBA, LMSW
Understanding Domestic Violence – Dr. Stella Benami, Clinical Psychologist
Medical Objectives
How to Treat a Gunshot Wound until Help Arrives
Stop the Bleed
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
Interviewing a caller reporting secondhand information.
Identifying all involved parties and obtaining full descriptions.
Using the standard questioning format to gather information.
Determining exact locations of places and people.
Providing assurances early and often.
Learning Point Articles
How to Survive an Active Shooter: The FBI’s Run, Hide, Fight Method.
How 9-1-1 Dispatchers Can Help in an Active Shooting.
Psychology Snapshot and Dispatcher Mental Health
TBI and CTE – Dr. Stella Benami, Clinical Psychologist
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:
Gaining and maintaining control of the interview.
Proper use of repetitive persistence.
Proving assurances early and often.
Obtaining the caller’s exact location
Identifying all individuals involved.
Learning Point: Safe Haven Boxes
Call 2: A man reporting he was ready to kill his wife.
Key Topics:
Determining the extent of injuries.
Obtaining mental health information.
Providing instructions for officer arrival.
Gathering information on weapon involvement.
Separating individuals involved in violent events.
Learning Point: Managing Telephone Electronic Feedback
Additional Resources:
Why Do Parents Abandon Their Children?
What Causes Low Body Temperature in Babies?
The Long-Term Effects of Abandonment.
What to Know About Alcohol and Mental Health.
Facial Trauma.
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:
Importance of addressing caller safety.
Necessity of calming techniques and assurances.
Determining the locations of all involved parties.
Listening for red flags.
Following standard questioning format.
Medical Objectives & Additional Articles
How to Handle a Gunshot Wound
What is Schizophrenia?
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:
Ensuring safety information is gathered.
Following the standard questioning guideline.
Conducting an interview with compassion and empathy.
Listening to background conversations.
Maintaining control of the interview.
Learning Point: Dispatcher Wellness
Medical Objectives & Additional Articles
The difference in treating child victims of gun violence versus adults.
How to handle a gunshot wound.
What a bullet does to a human body.
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:
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:
Learning Point: How Mental Health Issues Impact a Call
Medical Objectives & Additional Articles
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.