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

Robbery at Gunpoint

Key Points

1. Addressing caller safety first.

2. The purpose of a proper salutation.

3. Using an appropriate tone of voice and inflection.

4. Seeking clarification on background conversations.

5. Speaking to the victim to gain a firsthand account of events.

Learning Point Articles

1. Dispatch Priming

2. Complacency in Dispatch

3. The Danger of Complacency

Psychology Snapshot and Dispatcher Mental Health

1. Wrongful Convictions – Dr. Stella Benami, Clinical Psychologist

2. Sitting with Emotion – By Katy Burno JD, MBA, LMSW