The following programs are in development and will be available this year:
- E911 / Managing the Domestic Violence Call
- Contemporary Legal Issues for Dispatchers and Call takers
- Cultural Competency
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.
Testifying in Court for Public Safety Dispatchers & Call Takers
This training has been specifically designed for Public Safety Dispatchers and Call Takers and will cover such topics as “Understanding the Court Procedure, Trial Preparation, Depositions, Affidavits, Subpoenas, Testimony and more.” As an additional part of this training, we will address the positive and negative aspects of social media, body language and how it contributes to your witness profile.
Police Dispatchers Dealing in Disaster
In this training program, we’ll look at the necessary skills needed under pressure as well as some demands placed on the communication process during an emergency. We’ll discuss social media and its’ various applications as it applies to disaster management. We will discuss stress, compassion fatigue, and PTSD. We will learn how to manage the risk factors that accompany stress and intervention strategies.
Legal Update & Procedures for Police Dispatchers & Call Takers - 2018
This training program will provide dispatchers and call takers with new and updated information and training that will help guide them in the performance of their duties and tasks as it relates to Emergency Service Providers; Police, Firefighters and EMS. This training will address changes in Mass General Laws and in particular the law surrounding sexual offenses and the “First Complaint Witness
Many dispatchers and call takers may have already dealt with a person in a state of excited delirium, while for others, your next time, will be the first time. Excited Delirium is a true medical emergency, not a crime. This MPI training will replace and update the previous “Excited Delirium Syndrome” training with best practices, for the safe handling of persons experiencing this medical emergency.
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.
Surviving the Call Center: Stress - The Silent Killer
This program entitled “Surviving the Call Center” will focus on the job-related stress experienced almost every day in an E911 call center. We’ll take a look at both the normal and the not so normal kinds of stress and the emotional trauma that often goes with it. We will look at some surprising signs and symptoms of stress. In the final portion of this training, we’ll take a look at stress management the Mind and Body Connection.
"Lives on the Line" The Dispatcher and Domestic Violence
Dispatchers and call takers play one of the more important roles in a domestic violence calls. How you respond to the victim’s call may affect the safety of the victim and anyone else present. We will bring you up to date on recent changes in the law as it pertains to domestic violence. We will look what it may be like from a victim’s perspective.We will examine the “Dangerousness Assessment,” additional risk factors and the “Spontaneous Utterance.”
Dispatchers Response to Persons with Mental Illness
This training program is presented in order to get a better understanding of persons suffering with mental illness and what you as a public safety dispatcher or call taker can do to improve the police and emergency medical response to those in crisis. Recognized and approved by the Massachusetts Department of Public Health, this program will introduce you to the facts you need to know about mental illness and the “Best Practices” that you can use to assist the emergency responders when handling crisis situations involving the mentally ill.
Liability for 911 Emergency Dispatching
This training program, specifically designed for E911 dispatchers and call takers, will explain the concept of legal liability using case law examples with recorded transcripts of dispatchers in action and the subsequent analysis both by the courts and the public. It contains best practices, avoiding tragedy and functioning under stress.
Basic Critical Incident Response
This training program will cover the role of dispatchers and call takers in a variety of emergencies and examine the impact of an increased demand for related public safety services. In addition, we’ll examine critical incidents, intentional acts and social media. We will look at crimes in progress and civil disturbances. We will define and discuss Mental Illness, Excited Delirium and Suicidal Persons.