Dispatch Pro Lesson Summaries

2020

2020 Lesson 10: Caller Shot Daughter & Son Finds Dad & Stepmom Dead in Their Home

Release Date: 

10/1/2020

This is a one-hour lesson in which the dispatcher will listen to two 9-1-1 calls.


In the first call, a mother reports to 9-1-1 that she just shot her infant daughter. The caller Is extremely distressed. The lesson addresses the need for the dispatcher to maintain her composure; methods for obtaining Information from a distressed caller; addressing the child's Injuries; and dispatcher mental health after handling such a challenging call.


In the second call, an adult son reports that he found his dad and stepmom dead in their home. The lesson addresses the need to determine the exact location of the victims; determining how a caller knows the victims are deceased; caller, responder, and scene safety; ascertaining if weapons are present; treating crime scenes with care to avoid destroying evidence; and controlling the interview.

2020 Lesson 9: Domestic Dispute / Officer Shooting

Release Date: 

9/1/2020

This is a one-hour lesson in which the dispatcher will listen to a 9-1-1 call where a caller is reporting that she and her boyfriend have been drinking for several days and that she needs help. As the call progresses the dispatcher learns that an ambulance is needed because of the caller's alcohol consumption and possibly because the caller has been assaulted by her boyfriend. The caller does not answer some questions posed by the dispatcher. The scene quickly becomes chaotic, and the caller tells the dispatcher that her boyfriend has several weapons. When officers arrive, they try to get the caller and her boyfriend to exit the house, but they refuse. In the end, the boyfriend exits the back of the house and shoots a responding officer. He is then shot and killed by law enforcement.


The lesson examines how to recognize red flags in calls, strategies for handing domestic calls where the caller is not forthcoming with details, methods to promote cooperation, and more.

2020 Lesson 8: Car Driven into Bar

Release Date: 

8/1/2020

This is a one-hour lesson in which the dispatcher will listen to two 9-1-1 calls. In the first call, a car was driven into the front of a bar. In the second call, a person reports an armed home invasion robbery.  Dispatchers will use a computer to read through the lesson and learn best practice in interrogating callers reporting such incidents.  The lesson addresses the need to determine the exact location of the victim; transferring the caller to a secondary PSAP for Fire/EMS if within agency guidelines; caller, responder, and scene safety; ascertaining if weapons are present; obtaining a suspect description and travel route; and controlling the interview.

2020 Lesson 7: Man Falls to Death from Apartment Window & Caller Reports Intruder

Release Date: 

7/1/2020

This is a one-hour lesson where the dispatcher will listen to two calls. The first call in the lesson is a report of a subject who has fallen from a window; and in the second call the reporting party is reporting that he just came home and has found an intruder in the house with his grandma.


In both calls, the scenes are chaotic, and the lesson reinforces the need for situational awareness and the importance of adhering to established questioning techniques to keep the call flowing with information. The lesson examines both what the dispatchers did what and how a dispatcher could improve the handling of the calls. 

2020 Lesson 6: Fight at Martini Ranch

Release Date: 

6/1/2020

This is a one-hour lesson in which the dispatcher will listen to a 9-1-1 call where a fight is occurring at a popular bar in their city.  As a result of the fight at least one person is stabbed, and the scene is chaotic.  Dispatchers will use a computer to read through the lesson and learn best practice in interrogating callers reporting such an incident.  The lesson addresses the need to determine the exact location of the victim; transferring the caller to a secondary PSAP for Fire/EMS if within agency guidelines; caller, responder, and scene safety; ascertaining if weapons are present; obtaining a suspect description and travel route; and controlling the interview.

2020 Lesson 5: Serial Stabber & Co-Worker Shooting

Release Date: 

5/1/2020

This is a one-hour lesson analyzing two calls. 


In Part I, the dispatcher will listen to a 9-1-1 call where a caller reports that he has been flagged down by a person who has been stabbed.    Dispatchers will use a computer to read through the lesson and learn best practice in interrogating callers reporting such an incident.  The lesson addresses: identifying the victim's exact location and if he was literally “on the street”; determining if the victim and caller were in harm’s way; providing scene safety directions; and gathering information about the suspect (description, direction of travel, weapon). The lesson also analyzes the need to address the caller’s injuries. Finally, the lesson stresses the need to obtain a callback number and the reporting party’s name early in an interview and the need to avoid stacking questions so that critical information is not overlooked.


Part I further brings to light the vital need for a PSAP to identify the relevant issues and scenarios regarding transfers and develop appropriate protocols so that when calls are transferred to other agencies there are established procedures in place to identify everyone's respective role.


In Part II, the dispatcher will listen to a 9-1-1 call where a man reports that he just killed his co-worker.  Dispatchers will use a computer to read through the lesson and learn best practices in interrogating callers reporting such an incident.  The lesson addresses the need to obtain a location immediately after answering a call and the consequences of moving on with an interview before that has been accomplished. It provides a good example of how utilizing a mapping application could have assisted in identifying the location or the street address. The lesson examines how stating, “Tell me exactly what happened,” could have been beneficial in quickly obtaining critical information about the incident. The lesson demonstrates the need to follow the established questioning technique guideline to conduct a more effective interview. Further, the lesson analyzes how the caller's statements, combined with the fact that he dialed 9-1-1 to self-report a homicide, indicated that responders may have been en route to a "suicide by cop" situation. It was crucial for the dispatcher to recognize that possibility and inform responders. 



2020 Lesson 4: Burglary in Progress at a Residence

Release Date: 

4/1/2020

This is a one-hour lesson in which the dispatcher will listen to a 9-1-1 call where a caller reports a trespasser on her back porch who breaks in while she hides in the bathroom.  Dispatchers will use a computer to read through the lesson and learn best practice in interrogating callers reporting such an incident.  The lesson addresses the fact that caller safety was paramount and the need to address it throughout the call was of the utmost importance.  It also demonstrates the need to obtain updated suspect location information and relay it to the responders.  It highlights the need to follow the established guideline when trying to obtain a suspect description to avoid missing important descriptors. The lesson examines how providing instructions to the caller as officers arrived on scene and made entry into her home was vital. Lastly it is an example of how important it is to give assurances early and often during an interview, especially when a caller is terrified and their safety is in jeopardy.

2020 Lesson 3: Active Shooter on Campus

Release Date: 

3/1/2020

This is a one-hour lesson in which the dispatcher will listen to three 9-1-1 calls where callers report an active shooter at a college campus. Dispatchers will use a computer to read through the lesson and learn best practices in interrogating callers reporting such an incident.  The lesson addresses the fact that campus shootings are a tragic reality and the calls in this lesson offer an excellent training opportunity for dispatchers. Further, it highlights the importance of being familiar with a campus and the buildings located there.  It examines the need to establish: the caller’s exact location inside the building by confirming the caller's room number; the exact location of the shooter; and the type of weapon(s). It addresses how to remain professional while controlling an interview and considering scene safety. 

2020 Lesson 2: Break-In & Three Dead People in Mudhole

Release Date: 

2/1/2020

This is a one-hour lesson that anlayzes two calls. 


In Part I, the dispatcher will listen to a 9-1-1 call where a caller reports that “Somebody just broke into our door.”  During the break in, the suspect attempts to kick in the bedroom door and is shot by the resident.  The lesson addresses how to: ensure caller safety; obtain all relevant information; determine whether the suspect is armed; and secure pets at a scene. The call provides a good example of how jumping from topic to topic during an interview can have a negative impact on gathering information.  The lesson also emphasizes the significance of coordinating with LE when issuing directions to callers regarding where to secure a weapon and how to make initial contact with responders. Finally, the call analysis provides a reminder to make an effort to conduct every interview in an engaging, caring, and empathetic manner, regardless of what is being reported.


In Part II, the dispatcher will listen to a 9-1-1 call where a caller reports that he has found three missing men that appear deceased in their vehicle.  The lesson addresses: gathering precise location information in a remote setting; obtaining the victims' names and ages to run through missing persons databases; establishing how many victims are present;  and advising responders of difficult terrain. Lastly, the lesson examines caller safety and the need to advise the caller against placing himself in harm's way. The call provides a great example of how remaining patient and showing compassion to a distraught caller can have a positive impact on a difficult interview.

2020 Lesson 1: Disturbance/Shooting at Waffle House

Release Date: 

1/1/2020

This is a one-hour lesson in which the dispatcher will listen to a 9-1-1 call where a caller reports an imminent fight at a restaurant.  Someone draws a gun and the scene quickly becomes chaotic.  Dispatchers will use a computer to read through the lesson and learn best practices in interrogating callers reporting such an incident.  The lesson addresses: determining the exact location of the person with a gun; ascertaining the weapon type and a description; remaining professional; controlling the interview; addressing scene safety, and determining how many people are present. 

Lessons offerings may differ in New Mexico and Montana. 

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