This is a one-hour course helps prepare dispatchers to handle calls involving trespassers and people passed out in cars. In the first section, a caller reports a trespasser inside her home who her boyfriend subsequently shoots. This section addresses:

• Obtaining location information for multiple subjects.

• Scene safety.

• Gathering weapon information.

• Obtaining suspect descriptions.

• Determining if fire/EMS are needed at a scene.

• Situational awareness.

• Threats of suicide.

• Controlling the interview.

In the second section, a male caller reports his mother is passed out in her car in front of the house. The section addresses:

• Best practice for determining what a caller is reporting.

• Agitated 9-1-1 callers.

• Offering assurances to distressed callers.

• Using action with reason statements.

• De-escalating 9-1-1 callers.

• Callers who use provoking language.