Dispatch Pro Lesson Summaries

2021 Lesson 4: Caller Reports Waking Up to a Man in Her Kitchen

Release Date: 

4/1/2021

This is a one-hour lesson in which the dispatcher will listen to a 9-1-1 call where a caller reports that she woke up and found a man sitting in her kitchen. As the call progresses the caller tells the man to leave the house. The caller’s husband follows the man (who is an acquittance) outside, where a confrontation occurs, and husband shoots the man. The lesson addresses: the need to obtain suspect description information and routes of travel; providing medical instructions; and controlling the interview. Dispatchers will use a computer to read through the lesson and learn best practice in interrogating callers reporting such incidents.

2021 Lesson 3: Hiker Injured in Fall - Brandishing a Gun and an Assault

Release Date: 

3/1/2021

This is a one-hour lesson in which the dispatcher will listen to two 9-1-1 calls. Dispatchers will use a computer to read through the lesson and learn best practice in interrogating callers reporting such incidents.


In the first call, a caller reporting that a man has fallen from a rock while hiking and is injured. The lesson addresses the importance of determining the victim's exact location; scene safety; determining the severity of the victim's injuries; and checking on the caller's well-being.


In the second call, the caller reports that a man pulled a gun on him and his girlfriend. The caller is searching for the suspect while he reports the incident. The lesson addresses obtaining weapons information; the need to obtain suspect description information and routes of travel; the importance of determining the caller's exact location and the location of other involved parties; caller safety; and controlling the interview.

2021 Lesson 2: Caller Reports Being Robbed and Shot

Release Date: 

2/1/2021

This is a one-hour lesson in which the dispatcher will listen to a 9-1-1 call where a caller reports that he came home, and as he walked into his house, he interrupted an in-progress burglary. As the suspects were leaving, they shot the caller in the face. 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 highlights the need to follow the established guideline when trying to obtain a suspect description to avoid missing important descriptors. Lastly it shows the importance of giving assurances early and often during an interview, especially when a caller is terrified, and their safety is in jeopardy.

2021 Lesson 1: Caller Reports Intruders Breaking into Her Home

Release Date: 

1/1/2021

This is a one-hour lesson in which the dispatcher will listen to a 9-1-1 call where a caller is reporting that two men have passed her fence line and are breaking into her house while she hides in a closet. Dispatchers will use a computer to read through the lesson and learn best practice in interrogating callers reporting such an incident. The lesson addresses caller safety and the importance of obtaining suspect location information throughout a call and relaying that information to the responders. It highlights the need to follow the established guideline when obtaining a suspect description to avoid missing important descriptors. It addresses the importance of providing instructions to the caller as officers arrive on scene and make entry into a home. Lastly, it provides an example of the importance of giving assurances early and often during an interview, especially when a caller is terrified and her safety is in jeopardy.

2020 Lesson 12: Flash Flood & Baby Found in Stolen Car Calls

Release Date: 

12/1/2020

This is a one-hour lesson in which the dispatcher will listen to two 9-1-1 calls, the first involves receiving a 9-1-1 call reporting that several people are stranded and injured after a flash flood suddenly came over a waterfall into a popular state park wading area. The second 9-1-1 call involves a resident waking up to a strange car in his driveway. Once he goes outside he notices that his car is gone, and the strange car has an infant inside it.  Both 9-1-1 calls present a challenging scene that the dispatcher must work through.  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 were present; the need to obtain suspect description information and routes of travel; and controlling the interview.

2020 Lesson 11: Sexual Harassment

Release Date: 

11/1/2020

This lesson addresses state and federal prohibitions against sexual harassment. It defines what conduct constitutes sexual harassment and explains the difference between quid pro quo and hostile environment sexual harassment. The lesson explores the role of the Equal Employment Opportunity Commission in sexual harassment cases. The lesson defines retaliation and provides examples of retaliatory conduct. The lesson explains when an employer may be held liable for sexual harassment committed by an employee and what an employer can do to avoid or limit liability. The lesson explains where and how to file a sexual harassment complaint and what damages may be available for victims of harassment. 

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. 



Lessons offerings may differ in New Mexico and Montana.