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

Suspicious Hotel Check-In

Key Points

1. The importance of non-emergency salutations.

2. Addressing caller’s concerns while conducting an effective interview.

3. Gathering all necessary safety information.

4. Obtaining full descriptions of people and vehicles.

5. Ending the call appropriately.

Learning Point Articles

1. Maintaining Professionalism Under Pressure

2. Profiling by Proxy

Psychology Snapshot and Dispatcher Mental Health

1. Understanding and Ethical Treatment of Transgender Individuals – Dr. Stella Benami, Clinical Psychologist

2. Tipping the Scale Positive – By Katy Burno JD, MBA, LMSW