Calendar of Events - MACNLOW Associates
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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 (MNA2023-3874).

more info...
9/10/20248:00am to 5:00pm


Back by popular demand!  Join us on September 11-13, 2024, in Petoskey, Michigan, for Operation Northern Exposure, a public safety leadership forum brought to you by a partnership between MACNLOW Associates and Command Presence.  The purpose of the forum is to shine light on the important issues of individual and organization culture, leadership, and wellness for public safety professionals. A complete agenda will be announced in May 2024.  In the meantime, save the dates!

Wednesday, September 11: We begin with a fireside chat and social events at 7:30 pm 
Thursday, September 12: Our program will run from 8 am to 5 pm 
Friday, September 13: Our program will run from 8 am to 4 pm

Space is limited to 40 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 $109 per night are available at Courtyard Petoskey at Victories Square.  All programs will take place at this location as well. 

more info...
9/11/2024
-9/13/2024
8:00am to 11:45pm


This course is designed to examine the changing landscape of the Active Shooter. 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.
  • Learn the history of the Active Shooter.
  • Compare Active Shooters: Past to Present.
  • Learn Active Shooter statistics.
  • Explore the evolution of the response to an Active Shooter.
  • Define the early profiles of an Active Shooter.
  • List the Five Phases of the Active Shooter.
  • Analyze different Case Studies of Active Shooter events.
  • Understand the cascading impact of mass shootings.
  • Discuss the Changing Face of the Active Shooter.
The cost is $275 per person and the course is SNC approved (MNA2023-3875).

more info...
9/23/20248:00am 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.
The cost is $275 per person and the course is SNC approved (MNA 201808A).

more info...
9/24/20248:00am 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. 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 $395 per person.
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.


more info...
9/25/2024
-9/27/2024
8:00am to 5:00pm


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; 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!


more info...
9/30/2024
-10/4/2024
8:00am to 5:00pm


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.






 

 

 

more info...
10/7/2024
-10/11/2024
8:00am to 5:00pm


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).

 

more info...
10/11/20248:00am to 4:00pm


This four-hour course is designed to analyze the exemplary leadership skills of Ernest Shackelton, one of the foremost explorers of the 20th century, who led a group of men on an incredibly dangerous and arduous journey to Antarctica, where their ship was destroyed and they endured nearly two years in sub-zero temperatures before being rescued. This course will identify seven leadership lessons from Shackleton and why these are still relevant today. Learn how to build a resilient team and lead by example, as well as understand why adaptability, good decision-making, communication, and crisis management skills are critical to success in difficult circumstances. We hope this course will give you some extra motivation and ignite the leader within YOU.  The cost is $150 per person and the course is registered with MCOLES for 302 funds and SNC approved (MNA2024-4557) for dispatch training funds. 

Course Objectives
  • Define Endurance; discuss the concept and the journey of the sailing vessel “Endurance” to Antarctica 
  • List seven (7) leadership lessons from Ernest Shackleton, explorer
  • Explore ways to build a resilient team 
  • Learn about adaptability and decision-making
  • Identify how to lead by example
  • Examine and explore communication, motivation strategies, crisis management and emotional intelligence
  • Understand Shackelton’s leadership legacy and relevance and how it still applies today

more info...
10/16/2024 


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 $395 per person.
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.


more info...
10/16/2024
-10/18/2024
8:00am to 5:00pm


While the world has been focused on the Covid-19 pandemic for the past 3+ years, 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. 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 (MNA 2021-1587). 

more info...
10/16/20248:00am to 12:00pm


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 (MNA 201905C). The class will run from 8 am to noon.

more info...
10/17/20248:00am to 12:00pm


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 with 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 (MNA201905B) that is four hours in length and will run from 1 pm to 5 pm. The cost is $150 per person.  

more info...
10/17/20241:00pm to 5:00pm


This four-hour course is designed to prepare telecommunicators to respond to a critical incident call, whether it involves an active assailant, mass casualty, any loss of life, or any other type of high-stress or traumatic incident. It will give insight into how even the most trained and seasoned responders – including dispatch, law enforcement, and others - may become overwhelmed during the incident and may struggle to cope post-incident. We will discuss how training, practice, and mental conditioning will ultimately be what will drive our best response to these types of calls. This course is unique in that it is taught by a seasoned law enforcement officer who has been in the field during numerous types of these incidents, relying on the calm voice and directive response given over the radio.  At the conclusion of the course, attendees will be able to:
  • Define what a Critical Incident is
  • List Critical Incident examples
  • Discuss what to do when the call comes in
  • Understand the role of a dispatcher in a Critical Incident
  • Learn how to be prepared for a Critical Incident
  • Compare types of response training
  • Explore what to do post incident
The cost is $150 per person; SNC Approved (MNA 2024-4317). The class will run from 8 am to noon.

more info...
10/21/20248:00am to 12:00pm


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

    The cost is $150 per person; SNC Approved (MNA 2024-4316). The class will run from 1 pm to 5 pm

more info...
10/21/20248:00am to 12:00pm


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.
The cost is $275 per person and the course is SNC approved (MNA 201808A).

more info...
10/22/20248:00am 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 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...
10/30/20248:00am to 4:30pm


This course is designed to provide information regarding the importance of providing exemplary customer service within the dispatch center. The course will examine best practices for dispatch centers to enhance their skills to provide a positive interaction with the communities and agencies we serve.  Course objectives include:

  • Discuss how to effectively help the people you serve
  • Learn to reframe your communication for better results
  • Explore Caller Focused Service 101
  • List the 4 C’s of Caller Focused Service
  • Discuss handling negativity
  • Learn the 7 Characteristics of the "Best of the Best" in Customer Service
  • Understand the role of optimism and resiliency
  • Identify the keys to Exemplary Customer Service
  • Examine and enhance your Cooperation Techniques
The cost is $275 per person and the course is SNC approved (MNA2022-2447).   

more info...
10/30/20248:00am to 5:00pm


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 (MNA2023-3874).

more info...
11/4/20248:00am to 5:00pm


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).

 

more info...
11/8/20248:00am to 4:00pm


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 (MNA2020-1263).

more info...
11/13/20248:00am to 5:00pm


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; the cost is $150 per person and the course is SNC approved (MNA 2021-2046). 

more info...
11/14/20248:00am to 12:00pm


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 (MNA 2024-4316). The class will run from 1 pm to 5 pm

more info...
11/14/20248:00am to 12:00pm


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; 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!


more info...
11/18/2024
-11/22/2024
8:00am to 5:00pm


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 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.
The cost is $275 per person and the course is SNC approved (MNA 201808A).

more info...
12/2/20248:00am to 5:00pm


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

This course is designed to examine the changing landscape of the Active Shooter. 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.
  • Learn the history of the Active Shooter.
  • Compare Active Shooters: Past to Present.
  • Learn Active Shooter statistics.
  • Explore the evolution of the response to an Active Shooter.
  • Define the early profiles of an Active Shooter.
  • List the Five Phases of the Active Shooter.
  • Analyze different Case Studies of Active Shooter events.
  • Understand the cascading impact of mass shootings.
  • Discuss the Changing Face of the Active Shooter.
The cost is $275 per person and the course is SNC approved (MNA2023-3875).

more info...
12/3/20248:00am to 5:00pm


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

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


more info...
12/4/2024
-12/6/2024
8:00am to 5:00pm


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
 
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

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

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.






 

 

 

more info...
12/9/2024
-12/13/2024
8:00am to 5:00pm


This four-hour course is designed to analyze the exemplary leadership skills of Ernest Shackelton, one of the foremost explorers of the 20th century, who led a group of men on an incredibly dangerous and arduous journey to Antarctica, where their ship was destroyed and they endured nearly two years in sub-zero temperatures before being rescued. This course will identify seven leadership lessons from Shackleton and why these are still relevant today. Learn how to build a resilient team and lead by example, as well as understand why adaptability, good decision-making, communication, and crisis management skills are critical to success in difficult circumstances. We hope this course will give you some extra motivation and ignite the leader within YOU.  The cost is $150 per person and the course is registered with MCOLES for 302 funds and SNC approved (MNA2024-4557) for dispatch training funds. 

Course Objectives
  • Define Endurance; discuss the concept and the journey of the sailing vessel “Endurance” to Antarctica 
  • List seven (7) leadership lessons from Ernest Shackleton, explorer
  • Explore ways to build a resilient team 
  • Learn about adaptability and decision-making
  • Identify how to lead by example
  • Examine and explore communication, motivation strategies, crisis management and emotional intelligence
  • Understand Shackelton’s leadership legacy and relevance and how it still applies today

more info...
12/16/2024 


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 (MNA201905D) that is four hours in length and will run from 1 pm to 5 pm.  The cost is $150 per person.  
 

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12/16/20241:00pm to 5:00pm


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 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 (MNA2021-2246).

more info...
12/17/20248:00am to 5:00pm


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