E911

This course examines how effective training supports performance, consistency, and decision-making within ECCs. It covers structured training practices, assessment and feedback strategies, and methods for maintaining consistency, compliance, and continuous improvement. Participants will gain practical insight into how strong training impacts dispatcher performance, confidence, and overall operational effectiveness.

This MPI Training Program examines how dispatchers and call takers manage bombing threats, mass violence incidents, and terrorism-related events from the emergency communications center. The course covers call-handling strategies, information gathering, radio control, coordination with law enforcement and federal partners, and the challenges of false reports and swatting. Participants will also explore the operational and emotional impact of these incidents, with a focus on accuracy, responder safety, and dispatcher resilience during high-risk events.

This course prepares public safety dispatchers and call-takers to effectively manage disturbance and nuisance-related calls. It covers key definitions, incident types, Massachusetts laws, and the evolving challenges of protests, mental health crises, and media influence. Through scenario-based insights, it emphasizes information gathering, appropriate response coordination, and the emotional impact on dispatchers. Participants will gain a deeper understanding of their role in maintaining public safety during complex and high-pressure situations. This course meets the minimum of two hours of the annual 16-hour continuing education requirement for behavioral health crises.

This course enhances communication skills for public safety dispatchers and call-takers across generations. It covers effective methods for interacting with Baby Boomers, Gen X, Millennials, Gen Z, and Gen Alpha. By focusing on listening techniques, building rapport, and managing emotions, this program helps dispatchers foster better understanding and reduce miscommunication, ensuring more accurate emergency communications. This course meets the minimum of two hours of the annual 16-hour continuing education requirement for behavioral health crises.

This program aims to improve communication between individuals on the Autism Spectrum and law enforcement during motor vehicle stops. It provides officers with critical guidelines to better recognize and interact with autistic drivers, ensuring a safer and more respectful experience. With a focus on non-verbal communication, sensory issues, and de-escalation techniques, this training fosters a culture of understanding and compassion in emergency situations. This course meets the minimum of two hours of the annual 16-hour continuing education requirement for behavioral health crises.

This MPI Training Program addresses the growing threat of “Swatting,” where false emergency calls trigger significant law enforcement responses. We will provide the latest information and protocols to assist dispatchers and call takers in identifying and managing these incidents. Participants will learn strategies to distinguish between genuine emergencies and malicious hoaxes, ensuring the safety of victims, officers, and the community.

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. This course meets the minimum of two hours of the annual 16-hour continuing education requirement for behavioral health crises.

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.

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.

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.”

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. This course meets the minimum of two hours of the annual 16-hour continuing education requirement for behavioral health crises.

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.

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. This course meets the minimum of two hours of the annual 16-hour continuing education requirement for behavioral health crises.

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.

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.

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.

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.

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.

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.

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.

Course Update: We are currently revising this course to reflect updated content, legal guidance, and instructional materials. The new version is expected to be available in late 2026. We appreciate your patience as we complete this comprehensive update.