911: Dispatchers & Call Takers Managing Stress
This training program will address a multitude of factors that contribute to the stress experienced by E911 dispatchers and call-takers as well as ways in which to better manage the emotional impact resulting from the variety of calls that come in and go out of the call center each and every day.
911: Emergency Communications & Legal Concerns
This training is focused on the important legal concerns facing dispatchers and call takers in a modern media connected society. This program will identify and clarify the duties and responsibilities of public safety personnel as it relates to the public we serve. In addition, we will guide you through the court system and explain what is expected of you, should you need to appear in court.
911: Responding to Crisis
This training program will define public safety and outline the role of the 911 Dispatcher and Call-taker. It will outline the necessary qualities of an effective communicator with a focus on multi-tasking and how to handle an emergency. We’ll look into ways to manage callers in crisis, keeping them focused and able to express their immediate needs.
Domestic Violence - The ECC Response
This program is aimed at enhancing your skills in the Emergency Communication Center (ECC) when taking a domestic violence call. When taking a domestic violence call, time is of the essence since the caller may be in immediate danger. We will look into the law surrounding domestic violence and identify some of the terms used to define various components of this topic. We will also discuss what it means to be a “First Complaint Witness.”
Building Resiliency & Understanding Stress
This program is designed specifically for dispatchers and call takers with the intent to better prepare you to manage those extremely stressful moments often experienced by many of you as you go about your day- to- day emergency services.
Implicit Bias for Dispatchers and Call Takers
This training will describe and define the various biases, and how they may consciously or unconsciously affect the way in which we perform our duties. We’ll look at bias motivated calls, the resulting media attention they bring, and how we can better manage those call from the outset.
911: One Mind Campaign for Dispatchers and Call Takers
The One Mind Campaign involves training focused on situations involving persons with mental illness or in behavioral crisis with a goal of providing successful interactions from emergency responders, public safety dispatchers and call takers. This training program will serve to meet the requirements expected by the IACP and that which is mandated by the Massachusetts Police Training Committee for police officers, dispatchers and call takers.
911: Dispatch Priming & Cognitive Bias
This training is being shared with first respondents in a concentrated effort to educate each other on the influence of both language and suggestion and their relationship with decision making. In this program, we’ll learn how pre-event information, priming, subliminal biases, and other influences can affect the outcome of a police response in stressful situations.
911: ICAT for Dispatchers & Call Takers
ICAT takes the essential building blocks of critical thinking, crisis intervention, communications, and tactics, and puts them together in an integrated approach to training. In this program, we will, wherever possible, link the role of the 911 dispatcher with that of the officer on scene.
911: Multi-Agency Response to Active Shooter & Hostile Events
The role of the dispatcher often gets overlooked because responders are more visible to the public, but in reality, the dispatcher may have a greater impact in coordinating and managing the emergency response. This program will present a contemporary plan, incorporating all of our skills, for the benefit of those innocent people caught up in an active shooter or other hostile event.
911: Understanding Human Trafficking
Human Trafficking is the illegal trade of human beings for the purposes of commercial sexual exploitation, forced labor and more. This training will provide a basic understanding of Human trafficking for Dispatchers and Call-takers. This training will also examine new legislation surrounding this topic and point out what each of us in law enforcement can do, to combat this crime.
Ethics: An Understanding and Expectation
This will focus on the close personal relationships of most public safety providers and the ethical responsibilities equally shared. You will be provided with an understanding of the necessity of ethical decision making and of adhering to the Code of Ethics expected of you. This training will provide you with the tools necessary for you to think and act ethically in both your personal and professional life.
Opioid Overdose - Responding to Persons in Crisis
As we are experiencing nearly one thousand deaths annually in our state, this training will discuss why and how dispatchers and call takers must be trained in substance abuse disorders. In addition, we will break down Massachusetts General Law Chapter 123 section 35, discuss individual evaluations, and some changes in the law.
Alzheimer's and Dementia for Dispatchers & Call Takers
Dispatchers and Call takers will get an understanding of the impact Alzheimer’s and Dementia may have on individuals in need of Law Enforcement or EMS services You will be advised as to practices and methodology as to receiving 911 calls from such persons and how to more readily assist those in need. We will discuss the Silver Alert System and provide advice as to locating missing persons.