This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as links to additional resources to expand the taker’s knowledgebase. This lesson consists of the following:

9-1-1 Call
Man shoots six and then himself.

Key Points

1. Interviewing a caller reporting secondhand information.

2. Identifying all involved parties and obtaining full descriptions.

3. Using the standard questioning format to gather information.

4. Determining exact locations of places and people.

5. Providing assurances early and often.

Learning Point Articles

1. How to Survive an Active Shooter: The FBI’s Run, Hide, Fight Method.

2. How 9-1-1 Dispatchers Can Help in an Active Shooting.

Psychology Snapshot and Dispatcher Mental Health

1. TBI and CTE – Dr. Stella Benami, Clinical Psychologist

2. Do Absolutely Nothing – Katy Burno JD, MBA, LMSW