Our new three-part series on "Liability & Culture" issues is for experienced telecommunicators (2+ years), supervisors, operations staff, and management and is built on one hard truth: liability is rarely the result of one bad call. Instead, it develops through everyday habits and organizational culture. Each four-hour course in the series can be taken individually and in any order for a complete look at how risk and liability evolve in a communications center.
Liability & Culture, Part 1: Cynicism, Burnout and the Cost of Complacency
Cynicism doesn't arrive all at once - it builds call by call until "that's just how it is here" becomes the culture. This course names the early warning signs: unchecked assumptions, tolerated behavior, and burnout, all things that quietly narrow judgment and empathy. Through case studies and honest self-assessment, participants learn to catch these patterns in themselves and their teams before complacency creates greater problems.
This is a half-day (four-hour) course that will run from 8 am to noon in our virtual classroom featuring LIVE instruction and interaction with the instructor and other course attendees. The cost is $175 per person and the course is SNC approved (MNA2026-6626).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
Our new three-part series on "Liability & Culture" issues is for experienced telecommunicators (2+ years), supervisors, operations staff, and management and is built on one hard truth: liability is rarely the result of one bad call. Instead, it develops through everyday habits and organizational culture. Each four-hour course in the series can be taken individually and in any order for a complete look at how risk and liability evolve in a communications center.
Liability & Culture, Part 2: Staffing Strain and High-Risk, Low-Frequency Calls
Some of the riskiest moments in a communications center aren't the busiest. They're due to the calls that almost never come. This course explores how staffing shortages, training fatigue, and constant turnover affect preparedness for high-risk, low-frequency calls. Participants will leave with practical strategies and a rare-event readiness checklist to stay prepared when those critical calls actually happen.
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 $175 per person and the course is SNC approved (MNA2026-6627).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
Our new three-part series on "Liability & Culture" issues is for experienced telecommunicators (2+ years), supervisors, operations staff, and management and is built on one hard truth: liability is rarely the result of one bad call. Instead, it develops through everyday habits and organizational culture. Each four-hour course in the series can be taken individually and in any order for a complete look at how risk and liability evolve in a communications center.
Liability & Culture, Part 3: Accountability, Documentation and Technology
By the time a call ends, what protects you is already documented and defensible...or it isn't. This course moves to applying accountability consistently under pressure, documentation that holds up to scrutiny, and using CAD, mapping, and AI tools without over- or under-relying on them. Participants will explore resource management principles for stronger teamwork and leave with strategies to document defensibly and protect their careers and centers long-term.
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 $175 per person and the course is SNC approved (MNA2026-6628).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certifiedprofessional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class.
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.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class.
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).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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. more info...
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.
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).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class.
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.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class.
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).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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.
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).
Public safety agencies today are staffed by multiple generations working side-by-side—each shaped by different experiences, technologies, and expectations of leadership. These differences can influence communication, teamwork, supervision, and retention in our high-stakes environments of law enforcement, dispatch, fire, courts, corrections, EMS, homeland security, and others.
This course examines the generations currently serving in the workforce, including Boomers (yes, there's still a few working), Generation X, Millennials (Generation Y), Generation Z, and the emerging Generation Alpha. Participants will explore the historical events, cultural shifts, and technological changes that helped shape each generation’s values, work ethic, communication styles, and expectations in the workplace.
Through discussion and practical examples from public safety settings, participants will gain insight into how generational perspectives influence motivation, training, discipline, and leadership. The course provides strategies for supervising and motivating a multigenerational workforce, improving communication across generational lines, and reducing workplace conflict.
By understanding what drives each generation, public safety professionals at every rank and age can strengthen teamwork, improve morale and retention, and build cohesive teams capable of meeting the demanding mission of public safety service.
Participants will leave with:
1. New strategies for interacting with and supervising Generation X, Millennials, and other members of the work force of all ages;
2. An understanding of the values and beliefs held by the various generations in the work force; and,
3. Ideas for blending generations for successful workplace teamwork.
The class is MCOLES registered for 302 funds and CPE credit and SNC approved for dispatch training funds (MNA2025-1586). The cost is $275 per person.
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.
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!
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class.
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.
Our new three-part series on "Liability & Culture" issues is for experienced telecommunicators (2+ years), supervisors, operations staff, and management and is built on one hard truth: liability is rarely the result of one bad call. Instead, it develops through everyday habits and organizational culture. Each four-hour course in the series can be taken individually and in any order for a complete look at how risk and liability evolve in a communications center.
Liability & Culture, Part 1: Cynicism, Burnout and the Cost of Complacency
Cynicism doesn't arrive all at once - it builds call by call until "that's just how it is here" becomes the culture. This course names the early warning signs: unchecked assumptions, tolerated behavior, and burnout, all things that quietly narrow judgment and empathy. Through case studies and honest self-assessment, participants learn to catch these patterns in themselves and their teams before complacency creates greater problems.
This is a half-day (four-hour) course that will run from 8 am to noon. The cost is $175 per person and the course is SNC approved (MNA2026-6629).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
Our new three-part series on "Liability & Culture" issues is for experienced telecommunicators (2+ years), supervisors, operations staff, and management and is built on one hard truth: liability is rarely the result of one bad call. Instead, it develops through everyday habits and organizational culture. Each four-hour course in the series can be taken individually and in any order for a complete look at how risk and liability evolve in a communications center.
Liability & Culture, Part 2: Staffing Strain and High-Risk, Low-Frequency Calls
Some of the riskiest moments in a communications center aren't the busiest. They're due to the calls that almost never come. This course explores how staffing shortages, training fatigue, and constant turnover affect preparedness for high-risk, low-frequency calls. Participants will leave with practical strategies and a rare-event readiness checklist to stay prepared when those critical calls actually happen.
This is a half-day (four-hour) course that will run from 1 pm to 5 pm. The cost is $175 per person and the course is SNC approved (MNA2026-6630).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
Our new three-part series on "Liability & Culture" issues is for experienced telecommunicators (2+ years), supervisors, operations staff, and management and is built on one hard truth: liability is rarely the result of one bad call. Instead, it develops through everyday habits and organizational culture. Each four-hour course in the series can be taken individually and in any order for a complete look at how risk and liability evolve in a communications center.
Liability & Culture, Part 3: Accountability, Documentation and Technology
By the time a call ends, what protects you is already documented and defensible...or it isn't. This course moves to applying accountability consistently under pressure, documentation that holds up to scrutiny, and using CAD, mapping, and AI tools without over- or under-relying on them. Participants will explore resource management principles for stronger teamwork and leave with strategies to document defensibly and protect their careers and centers long-term.
This is a half-day (four-hour) course that will run from 8 am to noon. The cost is $175 per person and the course is SNC approved (MNA2026-6631).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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 1 pm to 5 pm; the cost is $150 per person and the course is SNC approved (MNA2025-5587).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
This four-hour course is designed to analyze the exemplary leadership skills of Ernest Shackleton, 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 for dispatch training funds (MNA2025-5988 hybrid; MNA2026-4557 in person).
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 Shackleton's leadership legacy and relevance and how it still applies today
Emotional Intelligence is commonly defined as the compilation of skills and characteristics that drive leadership performance. This session will help you develop greater emotional intelligence to assist in recognizing your own emotions, those of others in the workplace, and then how to use that information to help guide thinking and behavior, adjust emotions to adapt to environments, and become a more effective leader and further your organizational objectives and personal and organizational success.
Course objectives include:
Define Emotional Intelligence
Understand the basic emotions
Explore Emotions, decision making and the human brain
Discuss Emotional contagion and Emotional Suppression
Identify the four domains of emotional intelligence
Emotional Intelligence strategies for influential leadership
This is a four-hour class that is MCOLES registered for 302 funds and CPE elective credit and SNC approved for dispatch training funds (MNA2024-4920 in person; MNA2025-6110 hybrid). The fee is $150 per person. This offering of the course can be taken in person at Eaton County Central Dispatch in Charlotte, MI, or online in our virtual classroom featuring live instruction and interaction with the instructor and other students.
This session of the course can be taken in person at Eaton County Central Dispatch or online 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 hybrid or MNA2025-6611 in person).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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
This session of the course will take place in both the traditional classroom at Eaton County Central Dispatch or online in our virtual classroom, featuring live instruction and interaction with the instructor and other 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 (hybrid MNA2025-6111; in person MNA2025-3874).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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 and can be taken either in person at Eaton County Central Dispatch or online 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 hybrid or MNA2025-2046 in person).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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 and can be taken either in person at Eaton County Central Dispatch or online 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 hybrid or MNA2024-5061).
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
This session of the course can be taken in person at Eaton County Central Dispatch, 911 Courthouse Drive, Charlotte, Michigan
OR
In our virtual classroom, featuring live instruction and interaction with the instructor and attendees who are in the traditional classroom in Eaton County.
This course is designed to provide information regarding the circumstances and events leading up to and surrounding the Robb Elementary School Shooting in Uvalde, Texas. It will delve into the incident with a comprehensive classroom discussion of the facts to help further understand the events and apply what can be learned moving forward. The course objectives are:
Define: “What is a school shooting?”
Discuss: History of the school shooter
Identify 5 law enforcement takeaways of the characteristics of an active shooter
List the 5 stages of an active shooter
Learn school shooting statistics
Explore Red Flag Laws and their potential impact
Discuss the events leading up to the May 24, 2022 shooting and the timeline the day of the shooting
Analyze the Robb Elementary Investigative Report and consider the lessons learned for law enforcement and 911 telecommunicators
The cost is $275 per person. The course is MCOLES registered for 302 funds and SNC approved for dispatch training funds (MNA2022-3448). more info...
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 hybrid or MNA2025-45). The class will run from 8 am to noon and can be taken either in person at Eaton County Central Dispatch or online in our virtual classroom featuring live instruction and interaction with faculty and other students.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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.
Faculty: Rich Thacker brings over 19 years of dispatch experience to MACNLOW courses, including 16 years at Eaton County Central Dispatch where he served as CTO, supervisor, and training coordinator. A CMCP and ENP-certified professional who also has a military police background and three Army Commendations for Meritorious Service, Rich instructs in MACNLOW's Basic and Advanced 40-Hour Dispatch Schools along with specialized courses on Active Shooter Incidents, Tactical Dispatching, the Opioid Crisis in Dispatch, and more. A highly-rated instructor with hundreds of five-star reviews, Rich infuses his expertise, energy, and humor into every class. more info...
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.
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.
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). more info...
