Calendar of Events - MACNLOW Associates
Choose an Event Type:

EventDateTimeContact
    

This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  

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.

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!
 

 

more info...
9/21/2020
-9/25/2020
8:00am to 5:00pm


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  
 

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements by attending all five days for $699 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. 

Monday, October 5 - 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; MNA 201407A

Tuesday, October 6 – 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; MNA 201001A

Wednesday, October 7 - 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; MNA200608E

Thursday, October 8 - 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; MNA201504B

Friday, October 9 - 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 201110A


 

 

 

more info...
10/5/2020
-10/9/2020
8:00am to 5:00pm


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.  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. 

This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA201408B).  
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.


more info...
10/12/2020
-10/14/2020
8:00am to 5:00pm


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  
 

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements by attending all five days for $699 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. 

Monday, October 19 - 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; MNA 201407A

Tuesday, October 20 – 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; MNA 201001A

Wednesday, October 21 - 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; MNA200608E

Thursday, October 22 - 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; MNA201504B

Friday, October 23 - 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 201110A


 

 

 

more info...
10/19/2020
-10/23/2020
8:00am to 5:00pm


This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA201902A).  
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.
The cost is $375 per person

This course focuses on dealing with difficult/problem employees, empowering employees, supervisory ethics, managing projects, problem solving, managing workplace relationships, and handling special details.  Attendees develop new knowledge and skills in:

  • “Solving” difficult employees;
  • Empowering employees to be high achievers;
  • Encouraging ethical workplace behavior;
  • Building and setting performance goals;
  • Solving problems unique to those employed in police, dispatch, fire, courts and corrections settings; and,
  • Planning and handling 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. We recommend, but do not require, participants complete our Police Supervision or Achieving Supervisory Excellence course prior to taking Advanced Supervision as some content is built upon assessment instruments utilized in that initial course.  If you wish to take Advanced Supervision without the recommended prerequisite, simply let us know when registering for the course


more info...
10/19/2020
-10/21/2020
8:00am to 5:00pm


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  

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.

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!
 

 

more info...
10/26/2020
-10/30/2020
8:00am to 5:00pm


This four-hour course is designed for telecommunicators who have or will have Fire/EMS dispatch responsibilities as part of their daily duties.  Students will be taught concepts, terminology and challenges associated with Fire/EMS dispatching. The course will discuss work flow, different appartus used, fireground operations, the different responsibilities of responders and the complexities of Fire/EMS dispatching.  (SNC approved: MNA202003A)

At the conclusion of the course, attendees will: 
  • Have an increased awareness of Fire/EMS services
  • Understand the differences of Fire/EMS dispatch versus Law Enforcement dispatch
  • Be able to Identify basic fire apparatus and fire equipment
  • Have an increased understanding of basic fire terminology
  • Understand the techniques and importance of fire personnel accountability
  • Have knowledge of the types of fires and water sources
  • Be able to discuss Incident Command structure
  • Be able to recognize a Mayday and how dispatch should react
  • Be able to define EMS services
  • Know what EMD is
  • Be able to differentiate between sympathy and empathy
The cost is $275 per person.  
 

more info...
10/26/2020
-10/26/2020
8:00am to 12:00pm


This 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 $275 per person. SNC Approved (MNA 201905C) 

more info...
10/26/2020
-10/26/2020
1:00pm to 5:00pm


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 shoot 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.

more info...
10/27/2020
-10/27/2020
8:00am to 5:00pm


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 appearance, 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:

  1. Recognize their attitude, integrity, and pride in the profession and how these affect their ability to work successfully with the public;
  2. Identify “Moments of Truth” that set the tone for each interaction;
  3. Identify the five (5) ways the public evaluates police services;
  4. Practice using reflective listening skills in a critiqued classroom situation;
  5. Learn new ways to build citizen rapport; and,
  6. 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. The cost is $275 per person.  

Faculty for this course is Undersheriff Andrew Bouck (Ingham County Sheriff's Office) and co-owner of MACNLOW Associates.  Andy regularly serves as a keynote speaker for a wide variety of law enforcement and community organizations and is MACNLOW’s lead consultant for agency-wide and one-on-one consultations.  With over 25 years of police experience and no use of force complaints, his communication skills have prevented or pre-empted many potentially violent conflicts.  Prior to his career in law enforcement, Bouck was a Sergeant in the United States Marine Corps.  Andy is a graduate of the 221st Session of the FBI National Academy.  He received numerous awards from the East Lansing Police Department including two Bravery Awards and was honored as the City of East Lansing Customer Service Award winner in 2002.  In addition, Bouck was the 2013 recipient of the Distinguished Service Medal from the Michigan Association of Chiefs of Police.


 

 


more info...
11/5/2020
-11/5/2020
8:00am to 5:00pm


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  

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.

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!
 

 

more info...
11/30/2020
-12/4/2020
8:00am to 5:00pm


This two-day course is designed specifically for supervisors who direct, motivate, lead, appraise and discipline others.  Topics covered in the third and final course in MACNLOW’s Capstone Award/Supervisory Series include supervisory responsibility, procedures to investigate citizen or staff complaints, investigative confidentiality requirements, legal updates on specific decisions applying to public safety professionals, further explanation of search and seizure law, use of force, jail/lock-up issues, and how to mentor and coach disciplined employees.  The emphasis is on practical application of:
–       Understanding of liability in your “individual” and “official” capacities
–       Identifying implications for supervisory liability in “failure to control” employees with a history of misbehavior
–       Practical procedures (practiced in class) for investigating complaints
–       Tips for applying current case law on a day-to-day basis
–       Ways to coach employees back to high performance 
This course is taught by Lt. Keith Wuotinen (Novi Police Dept.) who is also an attorney licensed to practice law in Michigan.  Attendees will greatly benefit from Lt. Wuotinen’s experience in law enforcement and the legal field as they gain a better understanding of their supervisory responsibilities and how to reduce liability for themselves and their agency.  Attendees are NOT required to have taken MACNLOW’s Police Supervision or Advanced Supervision courses prior to attending this course.

The cost is $375 per person and the course is registered with MCOLES and is eligible for 302 funds.  Agencies insured by MMRMA should also check with their agent regarding possible partial reimbursement as well.  Class runs from 8 am to 5 pm both days with an hour for lunch.

more info...
12/2/2020
-12/3/2020
8:00am


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements by attending all five days for $699 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. 

Monday, December 7 - 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; MNA201504B

Tuesday, December 8 - 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; MNA 201407A

Wednesday, December 9 - 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 201110A

Thursday, December 10 – 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; MNA 201001A

Friday, December 11 - 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; MNA200608E






 

 

 

more info...
12/7/2020
-12/11/2020
8:00am to 5:00pm


Switch to Calendar (Grid) Format | Hybrid Format | Printable Event Listing (PDF)