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 articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

Lesson

Drive-By Shooting

Key Points

1. Gathering full descriptions of all involved people and vehicles

2. Addressing caller officer and scene safety

3. Controlling the call

4. Listening to background conversations

5. Proving timely assurances

Learning Point Topics

1. Drive-By Shootings

2. Involving Second Parties

Medical Objective

1. Gunshot Wounds (GSWs) - Mitchel Schwindt M.D.

Psychology Snapshot and Dispatcher Mental Health

1. Understanding Trauma– Dr. Stella Benami, Clinical Psychologist

2. Gratitude – By Katy Burno JD, MBA, LMSW