Our new three-part series on "Liability & Culture" issues is for experienced telecommunicators (2+ years), supervisors, operations staff, and management and is built on one hard truth: liability is rarely the result of one bad call. Instead, it develops through everyday habits and organizational culture. Each four-hour course in the series can be taken individually and in any order for a complete look at how risk and liability evolve in a communications center.
Liability & Culture, Part 1: Cynicism, Burnout and the Cost of Complacency
Cynicism doesn't arrive all at once - it builds call by call until "that's just how it is here" becomes the culture. This course names the early warning signs: unchecked assumptions, tolerated behavior, and burnout, all things that quietly narrow judgment and empathy. Through case studies and honest self-assessment, participants learn to catch these patterns in themselves and their teams before complacency creates greater problems.
This is a half-day (four-hour) course that will run from 8 am to noon. The cost is $175 per person and the course is SNC approved (MNA2026-6629).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class.
Location
Isabella County Central Dispatch 2010 E Preston St Mt Pleasant, MI 48858
