Handling the Despondent & Suicidal Caller

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Course Description:

Crisis callers are some of the most stressful situations that a 9-1-1 telecommunicator may face. Whether caused by a hostage taker, suicidal subject, a domestic violence situation or traumatic event, call takers and dispatchers need the knowledge to establish trust and rapport with the caller, while gaining valuable intelligence for the responders. Module II approved.

Instructor:  

Dave Larton – Operations Section Chief of the First Contact 911, LLC has over thirty years of emergency services experience, along with being a certified Critical Incident Stress Management (CISM) Peer Counselor, a COM-T (Communications Incidents Technician) and a Basic Law Enforcement instructor with the Texan Commission on Law Enforcement Standards and Education (TCLEOSE). Dave also co-authored “Incident Dispatcher: A Guide for the Professional, Tactical and Incident Dispatcher".

Topics Include:

  • Establishing trust and rapport with any crisis caller
  • Using effective “Active Listening” Techniques
  • Using “containment” techniques over the telephone
  • The three indicators that a caller may be truly suicidal
  • The one thing that a suicidal or despondent caller wants from you

Course Details:

Questions: 911training@oaklandcc.edu

 

-The Course is MCOLES and SNC Approved - Module II -

*No shows WILL be billed unless cancellation is received 5 days prior to the class*