- General guidelines for callers in crisis
- Active listening
- Communicating with the mentally ill
The Staffing Conundrum
- Identifying your target candidates
- Morale and retention
- Thinking outside the box for recruiting
HOW CULTURAL DIVERSITY AFFECTS THE COMMUNICATIONS CENTER
- Community Oriented Policing
- Cultural Diversity
- Attacks on Police
FROM FAILURE TO SUCCESS: PSAP TRAINING TACTICS THAT WORK
- Making your training program stronger
- training the trainee and solutions for the struggles
- Strategies and tactics that work
ACTIVE SHOOTER – LESSONS LEARNED WEBINAR
- Lessons Learned from Clackamas County 9-1-1
- Lessons Learned from Douglas County Emergency Communications
- Conclusion/ resources.
NG9-1-1 – ARE WE THERE YET? WEBINAR
- NG9-1-1 – Where are we now and what do we need to know.
- Location – Accuracy challenges, solutions, and case studies.
- Multi-Media – What does it mean and how to do it right.
CHILDREN AND 911 WEBINAR
- When Children Call 911
Topics include: Misconceptions, types of calls, your communication style, and beyond the initial call.
- Missing Children
Topics include: Statistics, timeline on stranger abductions, your role, runaways, high-risk factors, NCIC missing type codes, Amber alerts, and National Center for Missing and Exploited Children.
- Educating Children on 911
Topics include: Public education, what to teach, and the impact on you.
PSAP FRONT LINE LEADER SUCCESS WEBINAR
- Leader Success
Topics inlcude: Management, the ability to influence, the importance of a leader, being positive, traits of a leader, meeting peoples needs, respect, and leading from the top.
- Types of Front Line Leaders
Topics include: Vocal leaders, silent leaders, cheerleaders, and taking on the issues.
- Trainer Leader
Topics include: One of the most important roles, what you can do, leaving things better than when you found them, and what you should expect.
ACTIVE SHOOTER & TERRORISM WEBINAR
- Examine the threat in the United States
- Review a number of recent Active Shooter & Terrorism incidents
- Examine potential threats for attackers and potential location
Suicidal Callers: Suicide statistics, the first things to do, timing of the call, types of calls, bystander and responder safety, the risk factors, special cases, finding the victim, keeping them talking, and taking care of yourself.
PTSD (POST TRAUMATIC STRESS DISORDER)
- How Do I Get It?
Topics include: A litigious society, common symptoms, how you can get PTSD, PTSD & your brain, physical buffer zone, critical incident stress, the most difficult calls, and additional contributing factors.
- What Can I Do?
Topics include: How to know if you have PTSD, symptoms, first steps to take, what can happen if it’s left untreated, what to do following an event, and how your life can be changed.
- How Can I Help Others?
Topics include: What you can do for others, how to help your loved ones, and Tracy Eldridge’s story and experiences on living with PTSD.
BECOMING MORE THAN JUST A DISPATCHER WEBINAR
- When Seconds Count
This section discusses how to make seconds count in EMS, fire, and law enforcement situations. The steps you can take and things you can do as a telecommunicator to save seconds is also discussed. .
- Being the Best
This section explores some options and recommendations on how to be the best telecommunicator possible. .
- The Difference You Make
The section discusses the why and how you can make a difference as a telecommunicator and as a member of society..
COMMUNICATIONS TRAINING OFFICER (CTO)
- Your Fingerprint
Topics include: Positive characteristics to have as a trainer, setting the tone, the right way to train, and your training and evaluation program.
- Remedial Training
Topics include: Improvement of performance, remedial of new hire, multiple trainers, muti-tasking, hearing and comprehending the radio traffic, geography, telephone skills, radio broadcast skills, and CAD.
- Being a Coach
Topics Include: The traits of the best coaches or teachers, the traits of the coaches that are not good, and the professor.
CRITICAL INCIDENTS WEBINAR
- Handling Multiple Call Situations
This section discusses how to handle multiple call situations and increased call volume. It also discusses what types of incidents may result in high call volume.
- Preparing Yourself for Critical Incidents
This section explores the ways to prepare yourself for critical incidents.
- Preparing Your Agency for Critical Incidents
This section explores the options available to make sure your agency is prepared for a critical incident.
LIABILITY FOR THE COMMUNICATION CENTER WEBINAR
- Liability for the Telecommunicator
This topic will examine the simple rules, what to avoid doing, the importance o f confirming critical information, case studies, and more
- Liability for the Supervisor
This topic will cover the importance of liability, lawsuit basics, negligence, training, negligent supervision, negligent assignment, and the two areas that need attention that might be neglected.
- Liability for the Communications Center
Avoiding liability in the communications center is the main focus. Topics include, having a backup plan, policies and procedures, federal laws, negligent retention, the ability to perform the job, veteran employees, and sexual harassment.
SUPERVISOR SKILLS WEBINAR
- When to Discipline
Discipline is a required function of any supervisor. You may want to reevaluate or challenge some ways of thinking and possibly have a different perspective in regards to discipline. This section will discuss when the best time to discipline is and when it is okay to let some behavior slide.
- Supervision; The Hard Questions Answered
This section will examine the hard questions and issues that have to be answered and addressed as a supervisor.
- Acknowledging a Job Well Done
This section will focus on moral and steps you can take to acknowledge when a job is done well. A variety of employee recognition programs that are available are also mentioned.
DISPATCHER IMPROVEMENT WEBINAR
- Fight, Flight, Freeze
- Metabolic Syndrome
- Dispatcher Mind Set
COMMUNICATION IN THE DISPATCH CENTER WEBINAR
- Attitudes in Dispatch
- Conflict Resolution
- Games Trainers Play
911 CHALLENGES – HACKED, ATTACKED, AND WHERE’S THAT? WEBINAR
- ANI/ ALI Confirmation
This section will cover the procedure of confirming ANI/ALI on-screen information, CAD integration, mapping, cellular calls, and much more.
- Technology Challenges
This section examines technology improvements, location information, spoofing, VoIP, Wi-Fi calling, cellular companies, and more.
- Swatting and Hoax Calls
In this section swatting and hoax calls are discussed including, what we know and what you should know about the subject, some reasons why this may be taking place, and more.