MACNLOW Associates Calendar RSS Feed

Aug 12, 2026 - Aug 14, 2026: Police Supervision (law enforcement) aka Achieving Supervisory Excellence (dispatch, others)

Tue, 16 Jun 2026 13:55 -0400

Police Supervision (aka Achieving Supervisory Excellence) is a three-day course designed specifically for first-line supervisors who direct, motivate, lead, appraise and discipline others. The course is open to anyone employed in public safety, court administration, and related professions. As a result of coaching, role play, exercises, self-assessments, group discussions and lecture, participants will leave with new knowledge and skills in:

Setting expectations and holding employees accountable
Analyzing and resolving performance problems
Improving workplace communication
Gaining listening and assertion skills
Coaching others for improved work performance
Learning behaviors and characteristics of quality leaders
The role of motivation in performance

With small group exercises and many examples tailored to the attendee’s profession, this class can be taken by law enforcement, dispatch or anyone in public safety. The course is taught by Sgt. Michael Phillips who recently retired from the East Lansing Police Department with over 27 years of police experience. Mike is a Senior Associate with MACNLOW consistently receiving the highest ratings from course attendees for over fifteen years.

The price is $495 per person and we welcome attendees from any profession.
This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA2022-3166).
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.

Aug 12, 2026: Handling Calls Regarding Missing and Exploited Children

Mon, 22 Jun 2026 10:56 -0400

This course is designed to provide information and tools for the telecommunicator to quickly gather information when dealing with a missing or exploited child. Portions of the course also cover the various forms of child sex trafficking and indicators that can create opportunities for telecommunicators in the prevention, identification and response. This is an excellent learning environment to examine best practices for dispatch centers to follow when receiving calls pertaining to the most vulnerable among us.

At the conclusion of the course, the telecommunicator will be able to:

Define missing/endangered/exploited children
List types of missing children
Discuss missing and exploited children statistics
Know what information to obtain when processing a missing child call
Determine the NCIC categories for missing children
Discuss the Amber Alert system
List Child Sexual Exploitation Classifications
Discuss Child Sex Trafficking
Understand Autism & Wandering

This course will be held in our virtual classroom, featuring live instruction and interaction with the instructor and other attendees. The cost is $275 per person. The class is SNC approved (MNA2025-6063).

Aug 13, 2026: MAC Message: Autism Awareness for 911 Communication

Mon, 22 Jun 2026 10:58 -0400

Most have heard of “TED Talks” which were designed to share innovative ideas using the slogan “Ideas Worth Spreading” with an emphasis on Technology, Entertainment, and Design. MACNLOW will now be offering shorter training sessions (typically 2 hours in length) for public safety professionals called “MAC Messages,” with an emphasis on Mindset, Awareness, and Communication - three fundamentals that drive better decision-making, enhance public safety, and improve performance in every call and every contact.

This "MAC Message" provides 911 telecommunicators with practical tools to recognize when a caller or subject may be on the autism spectrum and respond with clarity, patience, and confidence. Participants will learn call-handling strategies to deal with autism-related communication challenges. Through scenario-based practice, they will learn how to adjust questions, gather essential safety information and support callers. This training emphasizes the importance of effective documentation and the dispatcher’s critical role in helping create safe outcomes.

This is an SNC approved course (MNA2026-6195) that is two hours in length and will run from 8-10 am. The cost is $80 per person.

Aug 13, 2026: MAC Message: Effective Dementia Communication for Dispatch

Mon, 22 Jun 2026 11:00 -0400

Most have heard of “TED Talks” which were designed to share innovative ideas using the slogan “Ideas Worth Spreading” with an emphasis on Technology, Entertainment, and Design. MACNLOW will now be offering shorter training sessions (typically 2 hours in length) for public safety professionals called “MAC Messages,” with an emphasis on Mindset, Awareness, and Communication - three fundamentals that drive better decision-making, enhance public safety, and improve performance in every call and every contact.

This "MAC Message" course prepares 911 telecommunicators to safely and effectively handle dementia-related calls. Calls involving dementia—whether from the individual affected or a concerned caregiver—can be especially challenging due to impaired memory, judgment, perception, and communication. Callers may sound confused, repetitive, paranoid, or emotionally overwhelmed. Without proper training, these calls may be misinterpreted, increasing risk for callers and responders. Participants will learn to recognize dementia indicators over the phone, use calm and supportive communication strategies, gather critical information despite confusion, and support distressed family members and caregivers. Through real-world scenarios and dispatcher-focused techniques, this training emphasizes safety, empathy, and accuracy to improve outcomes for everyone involved.

This is an SNC approved course (MNA2026-6197) that is two hours in length and will run from 10 am to noon. The cost is $80 per person.

Aug 13, 2026: Endurance: Lessons in Leadership

Wed, 29 Jul 2026 12:48 -0400

Discover the leadership lessons of Ernest Shackleton — one of history's greatest explorers, whose ship was crushed by ice and whose crew survived nearly two years in the brutal Antarctic before rescue. Against all odds, not a single life was lost.

This course breaks down seven timeless leadership lessons from Shackleton's story and shows why they still apply to today's public safety environment. Whether you're a new officer or dispatcher or a seasoned veteran, you'll walk away with practical tools for building resilient teams, leading by example, and staying sharp when the pressure is on. Get ready to find some extra motivation — and ignite the leader within YOU!

Upon completion, you will be able to:
· List seven (7) leadership lessons from Ernest Shackleton
· Identify ways to build a more resilient team
· Apply adaptability and strong decision-making under pressure
· Lead by example in your day-to-day role
· Strengthen communication, motivation, crisis management, and emotional intelligence skills in the public safety environment
· Understand Shackleton's leadership legacy — and why it still matters today

This four-hour course is $150 per person is registered with MCOLES for 302 funds and CPE elective credit and SNC approved (MNA2025-5988) for dispatch training funds.

Aug 24, 2026 - Aug 28, 2026: Advanced 40-Hour Dispatch School

Wed, 18 Mar 2026 12:08 -0400

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA2022-2926) by attending all five days for $750 or any one-day course for $275.  Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the following areas.

HANDLING DOMESTIC VIOLENCE CALLS
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA2022-2927

SUICIDE CALLS:  HELPING THE CALLER & THE TELECOMMUNICATOR
Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA2022-2928

911 DISPATCH LIABILITY
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA2022-2929

STRESS MANAGEMENT
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing,
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA 2022-2930

HOMELAND SECURITY FOR THE TELECOMMUNICATOR
A comprehensive overview to define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define eight (8) potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  SNC approved with Module II (e) endorsement; MNA2022-2931

The cost for the full week course is $750 per person. Individual one-day classes may be taken at a cost of $275 per day; to register for a one-day course, please return to the course calendar and click on the individual course or contact our office at 517-410-0825 or register@macnlow.com for assistance.

Sep 3, 2026: Behaviors & Warning Signs of an Active Shooter

Wed, 03 Jun 2026 12:06 -0400

This four-hour course is designed to offer insight into the behaviors, characteristics, and warning signs of an active shooter prior to an active shooter event. We will examine specific behaviors that may precede an attack and which of those behaviors dispatchers and law enforcement might find useful in identifying, assessing, and managing those who may perpetrate these acts of violence. The course objectives are to:

Explore the 5 stages of an active shooter event
Look at statistics surrounding active shooters
Review active shooter demographics
Examine the planning and preparations of an active shooter event
Investigate stressors and their affect on an active shooter
Study pre-attack behaviors and communications
Identify suicidal ideation and attempts
Discuss what dispatchers can do to improve documentation, detection, research and identification of a potential active shooter

This is a half day (four hour) course that will run from 8 am to noon in our virtual classroom featuring LIVE instruction and interaction with the instructor and other course attendees. The cost is $150 per person and the course is SNC approved (MNA2025-6067).

Sep 3, 2026: Evolution of the Response to Active Shooters

Wed, 03 Jun 2026 12:10 -0400

This four-hour course highlights the changes in the response to active shooters through the years. We will examine the historical responses to several high-profile active violence events and explore the changing thinking about the response to modern day shootings. An emphasis is placed on the role that dispatch plays in this ever-changing landscape and how multi-discipline training can benefit everyone involved within the framework of the new response tactics.

This is a half day (four hour) course that will run from 1 pm to 5 pm in our virtual classroom featuring LIVE instruction and interaction with the instructor and other course attendees. The cost is $150 per person and the course is SNC approved (MNA2025-6068).

Sep 4, 2026: Psychology Behind School Shooters

Wed, 17 Jun 2026 13:16 -0400

While we all hope that a school shooting incident will not take place in our jurisdiction, sadly, we know that no community is exempt from violence. We must continue to do all we can to be prepared for when it does happen. This course provides an intense look at the psychology behind a school shooter with a focus on ways in which a school shooting might be prevented, but ultimately to mitigate injuries and/or loss of life by being prepared and educated should the worst-case scenario take place.

Performance Objectives

Review studies involving school shootings
Discuss myths about school shootings/shooters
Define and discuss what constitutes a threat
Identify the 3 main types of school shooters
Review 10 school shootings and identify the type of shooters in each incident
Look at why some become school shooters and others do not
Learn the Five Stages of an Active Shooter
Review Crisis Averted – examine instances where a potential school shooter was caught prior to the attack and what led to that intervention
Examine 5 Tips for Dispatchers during a School Shooting

The cost is $275 per person and the course is SNC approved (MNA2025-6064).

Sep 8, 2026: Curiosity: Ignite it for Personal and Professional Growth

Wed, 03 Jun 2026 12:05 -0400

This course will transform your idea of curiosity! We will demonstrate how curiosity keeps you engaged on the job, prove how it fosters both professional and personal growth and highlight how curiosity plays a role in the dispatch environment. Examine the importance of innovative thinking, discuss how to develop and practice curiosity, review exercises to boost your curiosity and explore the benefits of having a “curious” mind...don't miss this opportunity to ignite your personal and professional growth!
The cost is $275 per person and the course is SNC approved (MNA2025-6109).

Course Objectives

Define Curiosity: What it is, some historical context and types
Understand how curiosity shows up in the dispatch environment
Analyze the relationship between curiosity and knowledge and understand how curiosity is the engine of growth
Discuss some traits of curious and non-curious people
Identify the Five Dimensions of Curiosity and the Four Types of Curious People within that framework
List the Big Five Benefits of Curiosity
Learn how to find more meaning at work and other benefits of curiosity in the workplace, including how those relate to dispatch
Explore how to develop your curiosity and how that translates to professional and personal growth

Sep 9, 2026: Grit & the Value of Critical Thinking: Common Sense & Emotional Intelligence in the Dispatch Center

Wed, 17 Jun 2026 13:27 -0400

This session of the course will take place in our virtual classroom, featuring live instruction and interaction with the instructor and other online attendees.

This course is designed to provide information on grit and the power and success of “gritty” people within the dispatch environment. We will define and explore critical thinking and discuss critical thinking skills, problem solving, decision-making skills and attitude as it relates to work inside the dispatch center. The course will examine best practices for dispatchers to follow when faced with difficult situations and people that require critical thinking skills, problem solving practices, common sense, emotional intelligence and the importance of a positive attitude.

Upon completion of this course, the participant will be able to:

Define Grit
Learn how Grit relates to dispatch
Explore your “Grit” factor with the Grit Quiz
Define critical thinking
List five definable critical thinking skills
Identify benefits of critical thinking skills and ways to improve them
Compare “Automatic” and “Manual” thinking
Discuss how to stay positive on the dispatch floor and improve your decision-making process
Learn how common sense and emotional intelligence can help you do the job well
Define implicit bias
Explore common cognitive biases
Identify ways to deal with difficult people

The cost is $275 per person and the course is SNC approved (MNA2025-6111).

Sep 10, 2026 - Sep 11, 2026: Operation Northern Exposure 2026: Disrupt. Innovate. Lead. (A Public Safety Executive Leadership Retreat)

Tue, 14 Jul 2026 14:56 -0400

Back by popular demand! Join us on September 10-11, 2026, in Petoskey, Michigan, for Operation Northern Exposure, a public safety executive leadership retreat brought to you by MACNLOW Associates in partnership with Command Presence.

In today’s ever-evolving public safety landscape, leaders must go beyond adaptation, they must drive innovation and shape organizations. This experience is designed for command-level professionals across all disciplines who are committed to building a bold, forward-thinking organizational culture. Through dynamic discussions, real-world case studies, and proven leadership strategies, attendees will gain practical insights to lead meaningful change, strengthen cross-discipline coordination, and develop a resilient, future-ready workplace. Explore approaches that enhance collaboration between communications and field operations, improve decision-making, and strengthen both organizational performance and community trust. Be part of a forward-focused conversation redefining public safety leadership and the culture needed to meet the demands of today and tomorrow.

Space is limited to 60 persons. The registration fee is $995 per person and includes breakfast and lunch on both days. Hotel accommodations are separate and discounted rates starting at $149 per night are available at Odawa Hotel & Casino. We will have a welcome social event on the evening of Wednesday, September 9, starting at 7 pm, so please plan to arrive in time to participate. MCOLES registered for 302 funds and CPE elective credit (16 hours) and SNC approved for dispatch training funds (MNA2026-6593).

Thank you to our event sponsors:
Canteen Services
Judicial Services Group
JSG Monitoring

Sep 14, 2026 - Sep 18, 2026: Advanced 40-Hour Dispatch School

Wed, 11 Mar 2026 16:35 -0400

Sep 21, 2026: Professional Policing: Conduct, Character & Communication all matter!

Mon, 16 Mar 2026 10:43 -0400

Policing in America is complicated and we, as a profession, have been tasked to do it better than ever before. We are up to that task. This course teaches time-tested practices you can use to ensure your success as a professional.  The legitimacy of the individual officer and organization come from the contacts the officer has on a daily basis.  The way you

·      Look
·      Act and
·      Communicate all matter!

This class is an opportunity to look in the mirror and learn how to do better, be better and exemplify professional policing each and every day.  At MACNLOW, we believe learning and improvement are ongoing and continuous.  This course will enable attendees to evaluate their own conduct, character and communication skills and how they are all intertwined in a complex and fluid relationship. The communities we serve demand more.  Learn how to meet and exceed those expectations.

At the conclusion of this course, attendees will be able to:

Recognize their attitude, integrity, and pride in the profession and how these affect their ability to work successfully with the public;
Identify “Moments of Truth” that set the tone for each interaction;
Identify the five (5) ways the public evaluates police services;
Practice using reflective listening skills in a critiqued classroom situation;
Learn new ways to build citizen rapport; and,
Develop positive non-verbal and vocal behaviors for dealing with citizens with an emphasis on verbal de-escalation as evidenced by their critiqued practicing of these skills in role play.

This course is registered with MCOLES and is eligible for 302 funds and CPE credit. The cost is $275 per person.

Sep 21, 2026 - Sep 25, 2026: Basic 40-Hour Dispatch School

Mon, 16 Mar 2026 10:52 -0400

MACNLOW’s Basic 40-Hour Dispatch School utilizes a unique and practical combination of lecture, personal assessment, small group exercises, skill-building exercises, and role play to cement learning. Our instructors for this course are all highly-qualified, experienced dispatchers or dispatch supervisors. The cost is $750 per person. (SNC approved: MNA2022-2466 traditional classroom or MNA2025-6065 virtual classroom/hybrid course; meets Module I requirements).

Day One:  Welcome to Dispatch
Duties and Responsibilities, Dispatcher Roles, Technology, Integrity and Responsibility

Day Two:  Professional Interpersonal Communications
DiSC Behavioral Profile, Listening Techniques, Call Control Skills, Stress Handling Techniques

Day 3:  Radio Communications
Police/Fire/EMS calls, Emergency v Non-Emergency calls, Interoperability, Incident Command

Day 4:  Call Intake and Call Handling
Key Questions - the 6 Ws, Call Sequencing and Clarifying, Over-Rating or Under-Rating the Call, Caller Empathy, Handling Different Types of Calls

Day 5:  Skill Building, Client Services, and Telephone Etiquette
Skill building using all techniques and information from the week; serving the public, dispatch, law enforcement, fire and EMS; doing the job well and politely, making all of us look good!

Sep 21, 2026: Active Shooter Incidents for Dispatch

Wed, 17 Jun 2026 12:49 -0400

This session of the course will be held in our virtual classroom featuring live instruction and interaction with the instructor and other attendees.

Active shooter incidents are dynamic situations that pose many unique challenges for public safety communications. These situations require an enormous response from law enforcement, fire, EMS, various support entities and communication centers. As with any other type of emergency situation, the telecommunicator plays a vital role in the response to an active shooter incident.

This course will provide case studies about several high-profile active shooter incidents, the issues and challenges posed by an active shooter incident and what role the telecommunicator plays in mitigating the damage. Upon completion of this course, the participant will be able to:

Define an Active Violence Incident (AVI) and its different phases;
Describe the key issues and challenges of an AVI;
Define the roles and responsibilities of the telecommunicators in an AVI situation; and,
Describe how to manage the consequences of an active shooter incident

The cost is $275 per person and the course is SNC approved (MNA2025-5985).

Sep 22, 2026: Leadership and Coaching

Mon, 16 Mar 2026 10:46 -0400

This course is designed to provide an overview of the fundamentals of what makes a good leader from a public safety perspective, but this is NOT a theory course. Your time in the classroom will be spent on instruction, interactive discussions, and practical application of:

Understanding personal and positional power
Planning for success, for yourself and those you supervise
Setting expectations and holding employees accountable
Analyzing and resolving performance problems
Values, traits, and characteristics that help leaders earn the respect, confidence, and cooperation of those they serve
Learning coaching skills to resolve performance problems
Practicing coaching skills in the classroom using realistic scenarios encountered in public safety

With small group exercises and many examples tailored to the attendee’s profession, this class can be taken by law enforcement, dispatch, fire, courts, corrections, animal control or anyone in public safety. The cost is $275 per person and the course is registered with MCOLES for 302 funds and is approved by the SNC for dispatch training funds (MNA2023-4094).

Sep 22, 2026: Tactical Dispatching

Wed, 17 Jun 2026 13:20 -0400

This four-hour course will serve as an introduction to Tactical Dispatching. Students will learn the roles and responsibilities of a Tactical Dispatcher and gain an understanding of the ICS and NIMS structure and systems. The primary objective of the course is to illustrate the importance of the Tactical Dispatcher's function within the command structure and provide tools to assist responders in a tactical environment. Upon completion of this course, the participant will be able to:

Understand the elements of a high-risk incident
Define core team responsibilities
Utilize dry erase boards and manage radio traffic
Participate in intelligence gathering
Outline the ICS & NIMS system
Be familiar with tactical equipment and tactical forms
Have knowledge of the skills needed in the tactical environment for dispatch

The cost is $150 per person; SNC Approved (MNA2025-6070). The class will run from 8 am to noon in our virtual classroom featuring live instruction and interaction with faculty and other students.

Sep 22, 2026: Negotiations for Dispatch

Wed, 17 Jun 2026 13:50 -0400

This course will introduce telecommunicators to crisis negotiations and the roles and responsibilities of the Tactical Dispatcher.  The course covers different phases of the negotiation process as well as specific strategies and techniques that may be used to resolve the crisis.  The course will build upon the skills already possessed by the telecommunicator and will provide tools and techniques needed to assist the Hostage Negotiations team.

Upon completion of this course, the participant will be able to:
•       Describe crisis negotiations
•       Define the roles and responsibilities within the Dispatch Center
•       Better understand crisis intervention and management
•       Deploy crisis communication skills
•       Work with law enforcement negotiators
•       Be familiar with the FBIs Behavioral Stairway Model
•       Communicate with a hostage taker

This is an SNC approved course (MNA2025-6071) that is four hours in length and will run from 1 to 5 pm. The cost is $150 per person.

Sep 23, 2026: Establishing Command

Mon, 18 May 2026 17:10 -0400

This course emphasizes the necessity of establishing command at every incident. The Incident Commander role is not defined by rank, but by the leadership required to manage the scene—regardless of who holds the title. From burglaries and armed robberies to active assailants and barricade/hostage situations, every response requires a clearly identified commander. Leadership opportunities often arise unexpectedly, and when they are not accepted, the entire team is impacted. Public safety is a team effort—we succeed or fail together.

This course will demonstrate how public safety professionals of any rank can establish command and coordinate an effective response. It will reinforce that early accountability of personnel and disciplined resource management are key predictors of incident outcomes. In mass casualty and active assailant events, stopping the threat is only the beginning. The critical work that follows—treating and transporting casualties, initiating the investigation, clearing structures, evacuating civilians, reunification, and managing crime scene protocols—can take hours, days, or even weeks.

Students across all ranks and disciplines will strengthen their effectiveness through a shared understanding of the Incident Command System (ICS), enabling a more unified and consistent response. This course is designed to narrow the gap between entry-level responders and the most experienced leaders by clearly defining what it means to command a scene.

This course is registered with MCOLES and is eligible for 302 funds and CPE credit and SNC approved for dispatch training funds (MNA2026-6275). The cost is $295 per person.

Sep 23, 2026: Staying on Top of Your Profession

Wed, 17 Jun 2026 13:52 -0400

This course is designed to keep experienced telecommunicators abreast of best practices and call handling techniques in difficult suicide calls and volatile domestic violence calls, examine cultural diversity and how bias may affect their job performance, discuss ways in which they can reduce mistakes and liability on the job, and motivate them to improve personal health, performance and teamwork in the dispatch center.

At the conclusion of the course, the telecommunicator will be able to:

Discuss ways in which complacency can cause problems in the 911 profession;
Review call handling techniques in domestic violence calls which can assist in improving officer safety and decreasing liability;
Be familiar with how to isolate emotions and strength identifiers with suicidal callers;
Understand how stereotypes, prejudices and bias can interfere with job performance and interactions with co-workers and the public;
Discuss what increases liability in the dispatch center and what can be done to minimize vulnerability to liability and litigation; and,
Discuss what each employee can do to improve performance, teamwork and morale in the dispatch center.

The cost is $275 per person and the course is SNC approved (MNA2025-5987).

Sep 24, 2026: Professional Policing: Conduct, Character & Communication all matter!

Fri, 24 Jul 2026 10:27 -0400

Recognize their attitude, integrity, and pride in the profession and how these affect their ability to work successfully with the public;
Identify “Moments of Truth” that set the tone for each interaction;
Identify the five (5) ways the public evaluates police services;
Practice using reflective listening skills in a critiqued classroom situation;
Learn new ways to build citizen rapport; and,
Develop positive non-verbal and vocal behaviors for dealing with citizens with an emphasis on verbal de-escalation as evidenced by their critiqued practicing of these skills in role play.

This course is registered with MCOLES and is eligible for 302 funds and CPE credit. The cost is $275 per person.

Sep 29, 2026 - Oct 2, 2026: Communications Training Officer (CTO) Program

Mon, 16 Mar 2026 11:12 -0400

SNC approved MNA2025-5356; $995 per person

MACNLOW Associates and The Cardinal Group 2 have partnered to create a Communication Training Officer (CTO) Program featuring four days of comprehensive training designed to equip new and established CTOs with the essential knowledge, skills, and strategies to excel in their roles. This program is adaptable and can be integrated with various CTO program designs. Throughout this program, we will delve into the multifaceted aspects of a CTO's responsibilities, covering multiple topics tailored to your professional development.

Well-qualified Communication Training Officers are vital to the success of any PSAP by providing the knowledge and skills to train effectively and mentor recruits in the high-pressure environment of a 911 communications center. Recognizing that effective training is not a one-size-fits-all endeavor, this program emphasizes the importance of accommodating diverse learning styles to create an inclusive and engaging learning environment where all learners can thrive. We emphasize core components of effective coaching, including individualized support, skill enhancement, confidence building, problem-solving encouragement, fostering a growth mindset, and much more.

The success of 911 operations starts and ends with the people who work in the dispatch center. Our course delves deep into all aspects of a CTO and CTO program and breaks down the evaluation process into key components, including duties, tasks, and behavioral indicators. We highlight the importance of clear and measurable criteria in the evaluation process, advocating for the use of rubrics to promote consistency and fairness; explore the impact of expectations on both positive and negative trainee performance and emphasize the need for CTOs to set realistic and achievable standards. Upon completion of the CTO program, course participants should have a deeper understanding of the evaluation process, its potential pitfalls, and strategies for conducting fair, objective, and constructive assessments of trainee performance, ultimately leading to better training and retention of employees and improving the overall operations of a PSAP.

Oct 6, 2026: Swatting

Wed, 17 Jun 2026 13:55 -0400

This four-hour course is designed to provide information regarding the proliferation of swatting and the impact on dispatch, law enforcement and our community as a whole. It will give an overview of the history of SWAT, the origins of Swatting, as well as how and by whom Swatting is executed. With a review of some case studies and the FBI Swatting Database, the course will examine best practices for dispatch centers to respond to these types of calls to provide a proper response to the communities and agencies we serve. Upon completion of the course, attendees will be able to:

Define Swatting and discuss what is meant by the term
Learn about the history of SWAT
Explore the origins of Swatting
List the types and techniques of executing Swatting calls
Discuss the landscape of laws in response to Swatting calls
Understand what the FBI Swatting Database is and its uses
Review Swatting Case Studies
Identify best practices for dispatch response to Swatting

This session of "Swatting" is being offered in our virtual classroom featuring live instruction and interaction.
The cost is $150 per person; SNC Approved (MNA2025-6117). The class will run from 1 pm to 5 pm

Oct 7, 2026: MAC Message: Autism Awareness for 911 Communication

Wed, 17 Jun 2026 14:01 -0400

Oct 7, 2026: MAC Message: Effective Dementia Communication for Dispatch

Wed, 17 Jun 2026 14:04 -0400

Most have heard of “TED Talks” which were designed to share innovative ideas using the slogan “Ideas Worth Spreading” with an emphasis on Technology, Entertainment, and Design. MACNLOW will now be offering shorter training sessions (typically 2 hours in length) for public safety professionals called “MAC Messages,” with an emphasis on Mindset, Awareness, and Communication - three fundamentals that drive better decision-making, enhance public safety, and improve performance in every call and every contact.

This "MAC Message" course prepares 911 telecommunicators to safely and effectively handle dementia-related calls. Calls involving dementia—whether from the individual affected or a concerned caregiver—can be especially challenging due to impaired memory, judgment, perception, and communication. Callers may sound confused, repetitive, paranoid, or emotionally overwhelmed. Without proper training, these calls may be misinterpreted, increasing risk for callers and responders. Participants will learn to recognize dementia indicators over the phone, use calm and supportive communication strategies, gather critical information despite confusion, and support distressed family members and caregivers. Through real-world scenarios and dispatcher-focused techniques, this training emphasizes safety, empathy, and accuracy to improve outcomes for everyone involved.

This is an SNC approved course (MNA2026-6197) that is two hours in length and will run from 10 am to noon. The cost is $80 per person.

Oct 7, 2026: Getting Along with (Almost!) Anyone

Wed, 17 Jun 2026 14:06 -0400

This course is designed to provide tools to help you better manage conflicts. We will explore how to use conflict types, personality types, triggers, active listening skills and other tools as vehicles to guide organizational, family, and team unity. By learning your conflict style and the styles of others, you will gain skills to foster stronger communication, prevent (or more wisely navigate) conflict, and nurture more meaningful relationships, both personally and professionally. This course may help you climb the ladder, break through a glass ceiling, succeed as a leader, or simply get along better with your co-workers, friends, and family.

This is a half day (four hour) course that will run from 1 pm to 5 pm; the cost is $150 per person and the course is SNC approved (MNA2025-5989).

Oct 13, 2026 - Oct 16, 2026: Communications Training Officer (CTO) Program

Wed, 17 Jun 2026 14:10 -0400

Oct 19, 2026 - Oct 23, 2026: Advanced 40-Hour Dispatch School

Mon, 16 Mar 2026 11:17 -0400

Oct 21, 2026: Strange but True Stories from the Dispatch Center: A Call-Handling Workshop

Wed, 17 Jun 2026 14:13 -0400

A submerged vehicle, an exotic animal on the loose in your community, a farm accident...do you know what questions to ask and how to quickly deploy needed resources? This course is designed to provide you with a foundation of knowledge to help you confidently handle uncommon or rare call types. Through real-world examples, we’ll explore how a variety of unusual calls were managed, evaluate the decision-making processes, and identify additional questions that could have been asked. After reviewing and analyzing select call scenarios, you'll engage in dynamic group exercises that challenge you to apply critical thinking skills and develop action plans. You'll learn to be better able to respond to targeted questions addressing the impact of the call, utilize appropriate communication strategies, standard operating procedures, available resources, and avoid potential pitfalls.

This is a half day (four hour) course that will run from 8 am to noon; the cost is $150 per person and the course is SNC approved (MNA2025-6069).

Oct 21, 2026: Incident Debriefing

Wed, 17 Jun 2026 14:16 -0400

Incident Debriefing is an essential part of learning, improving and identifying the steps in a given incident. This course will highlight the need for Incident Debriefing and will focus on providing an overall plan for post-incident management. Upon completion of this course, the participant will be able to:

Understand the importance of debriefings
Describe the difference between briefing, debriefing and stress debriefing
Define the components of a debriefing
Utilize conversational techniques for steering debriefings
Describe the four main components of a debriefing
Conduct a formal or informal debriefing

This is an SNC approved course (MNA2025-6112) that is four hours in length and will run from 1 pm to 5 pm. The cost is $150 per person.

Oct 22, 2026: The Changing Face of the Active Shooter

Wed, 17 Jun 2026 14:18 -0400

This session of the course is being offered in our virtual classroom featuring live instruction and interaction with the instructor.

This course is designed to examine the changing landscape of active shooter incidents. Through careful research, statistical information, and case studies, this course will offer insight into the changing profile of the active shooter in America. We will delve into the behaviors, characteristics, and warning signs of an active shooter prior to an active shooter event. We will look at multiple case studies to attempt to understand the changing face of the active shooter and the law enforcement response to these acts of violence.

Upon completion of this course, the participant will be able to:

Explore the resources and studies used for this course
Compare active shooters: past to present
Learn active shooter incident statistics
Explore the evolution of the response to an active shooter
Define the early profiles of an active shooter
List the five phases of an active shooter incident
Analyze different case studies of active shooter events
Understand the cascading impact of mass shootings

The cost is $275 per person and the course is SNC approved (MNA2025-6118).

Oct 23, 2026: MAC Message: This is Water/The Power of Choice in Dispatch

Wed, 17 Jun 2026 14:43 -0400

Most have heard of “TED Talks” which were designed to share innovative ideas using the slogan “Ideas Worth Spreading” with an emphasis on Technology, Entertainment, and Design. MACNLOW will now be offering shorter training sessions (typically 2 hours in length) for public safety professionals called “MAC Messages,” with an emphasis on Mindset, Awareness, and Communication - three fundamentals that drive better decision-making, enhance public safety, and improve performance in every call and every contact.

This "MAC Message" brings David Foster Wallace’s timeless wisdom into the dispatch center. It is a brief exploration of awareness, choice, and compassion in everyday life and how that relates to the unique challenges of dispatch. Inspired by David Foster Wallace’s 2005 commencement address at Kenyon College and his book This is Water, we will examine the parable of the two young fish and reflect on how conscious choices shape our happiness, success, and resilience. We will uncover lessons that connect Wallace’s insights to the realities of dispatch work.

This is an SNC approved course (MNA2026-6194) that is two hours in length and will run from 8 am to 10 am The cost is $80 per person.

Oct 23, 2026: MAC Message: Conflct Resolution

Wed, 17 Jun 2026 14:47 -0400

Most have heard of “TED Talks” which were designed to share innovative ideas using the slogan “Ideas Worth Spreading” with an emphasis on Technology, Entertainment, and Design. MACNLOW will now be offering shorter training sessions (typically 2 hours in length) for public safety professionals called “MAC Messages,” with an emphasis on Mindset, Awareness, and Communication - three fundamentals that drive better decision-making, enhance public safety, and improve performance in every call and every contact.

This "MAC Message" course is designed to provide an overview on Conflict Resolution within the dispatch center. We will briefly explore some theories, methods, and processes involved in facilitating the peaceful ending of conflict, as well as the benefits of effectively managing conflict resolution. A few approaches will be examined, including negotiation and mediation that are aimed at addressing the underlying issues that lead to disputes. Let us help you fine-tune your conflict resolution skills.

This is an SNC approved course (MNA2026-6194) that is two hours in length and will run from 10 am to noon. The cost is $80 per person.

Oct 23, 2026: The Opioid Crisis and Dispatch

Wed, 17 Jun 2026 14:50 -0400

The opioid epidemic continues to rage in the United States. The National Institute on Drug Abuse reports that opioid-involved overdose deaths rose from 21,088 in 2010 to 47,600 in 2017 and remained steady in 2018 with 46,802 deaths and then a significant increase in 2019 to 49,860 overdose deaths. Following the COVID pandemic in 2020, the CDC reports opioid-involved overdose deaths rose to 81,806 in 2022!

Overdose calls can happen at any time in 911 operations, and this course enables the dispatcher to learn more about the history of opioids, substance abuse and addiction, and how the opioid epidemic affects law enforcement, EMS and the dispatcher.

This is a half day (four hour) course that will run from 1 pm to 5 pm; the cost is $150 per person and the course is SNC approved (MNA2025-6119).

Oct 26, 2026 - Oct 30, 2026: Advanced 40-Hour Dispatch School

Mon, 16 Mar 2026 11:20 -0400

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA2022-2926 traditional classroom or MNA2025-6108 virtual classroom/hybrid course) by attending all five days for $750 or any one-day course for $275.  Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the following areas.

HANDLING DOMESTIC VIOLENCE CALLS
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA2022-2927 traditional classroom or MNA2025-6074 virtual classroom/hybrid course

SUICIDE CALLS:  HELPING THE CALLER & THE TELECOMMUNICATOR
Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA2022-2928 traditional classroom or MNA2025-6078 virtual classroom/hybrid course

911 DISPATCH LIABILITY
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA2022-2929 traditional classroom or MNA2025-6073 virtual classroom/hybrid course

STRESS MANAGEMENT
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing,
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA2022-2930 traditional classroom or MNA2025-6079 virtual classroom/hybrid course

HOMELAND SECURITY FOR THE TELECOMMUNICATOR
A comprehensive overview to define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define eight (8) potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  SNC approved with Module II (e) endorsement; MNA2022-2931 traditional classroom or MNA2025-6077 virtual classroom/hybrid course

The cost for the full week course is $750 per person. Individual one-day classes may be taken at a cost of $275 per day; to register for a one-day course, please return to the course calendar and click on the individual course or contact our office at 517-410-0825 or register@macnlow.com for assistance.

Nov 16, 2026 - Nov 20, 2026: Basic 40-Hour Dispatch School

Mon, 16 Mar 2026 11:22 -0400

Nov 16, 2026 - Nov 18, 2026: Police Supervision (law enforcement) aka Achieving Supervisory Excellence (dispatch, others)

Fri, 24 Jul 2026 13:35 -0400

Setting expectations and holding employees accountable
Analyzing and resolving performance problems
Improving workplace communication
Gaining listening and assertion skills
Coaching others for improved work performance
Learning behaviors and characteristics of quality leaders
The role of motivation in performance

Dec 1, 2026 - Dec 3, 2026: Advanced Supervision

Tue, 14 Apr 2026 16:57 -0400

Designed to equip supervisors with the tools to effectively manage difficult or under-performing employees, empower team members, navigate supervisory ethics, solve problems, and coordinate/manage special projects, tasks or events, participants will further develop leadership skills to be better equipped to handle complex supervisory challenges while promoting a positive and productive work environment. The course focuses on the following areas:

Developing long-term strategies for addressing and improving the performance of difficult employees
Empowering staff to become high performers and take ownership of their work, skills, behaviors and communication
Fostering ethical behavior and decision-making in the workplace
Setting and achieving performance goals for both personal growth and team development
Solving unique challenges specific to police, dispatch, fire, court, and corrections environments
Effectively planning, managing, and executing departmental projects

This course is led by Sgt. Michael S. Phillips (Ret., East Lansing Police Department), a highly-rated senior associate with MACNLOW, with over 27 years of experience. Portions of the course are tailored to the profession of each attendee.

This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA2022-2687).
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.
The cost is $395 per person

Dec 7, 2026 - Dec 11, 2026: Advanced 40-Hour Dispatch School

Mon, 16 Mar 2026 11:24 -0400

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA2022-2926 traditional classroom or MNA2025-6108 virtual classroom/hybrid course) by attending all five days for $750 or any one-day course for $275.  Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the following areas.

HANDLING DOMESTIC VIOLENCE CALLS
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA2022-2927 traditional classroom or MNA2025-6074 virtual classroom/hybrid course

SUICIDE CALLS:  HELPING THE CALLER & THE TELECOMMUNICATOR
Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA2022-2928 traditional classroom or MNA2025-6078 virtual classroom/hybrid course

HOMELAND SECURITY FOR THE TELECOMMUNICATOR
A comprehensive overview to define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define eight (8) potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  SNC approved with Module II (e) endorsement; MNA2022-2931 traditional classroom or MNA2025-6077 virtual classroom/hybrid course

911 DISPATCH LIABILITY
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA2022-2929 traditional classroom or MNA2025-6073 virtual classroom/hybrid course

STRESS MANAGEMENT
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing,
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA2022-2930 traditional classroom or MNA2025-6079 virtual classroom/hybrid course

The cost for the full week course is $750 per person. Individual one-day classes may be taken at a cost of $275 per day; to register for a one-day course, please return to the course calendar and click on the individual course or contact our office at 517-410-0825 or register@macnlow.com for assistance.