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 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!  

The cost is $275 for this one day course.  SNC approved with Module II (e) endorsement; MNA2022-2931.

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 is $275 per person.

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. The cost is $275 per person.

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. The cost is $275 per person.

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. The cost is $275 per person.  

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.

• 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

• 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.

• 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 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

• 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 

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.

• 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

• 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.

• 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.

• 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
   

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

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

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

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.

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!

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.

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. The cost is $275 per person.

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

• “Solving” difficult employees;
• Empowering employees to be high achievers;
• Encouraging ethical workplace behavior;
• Building and setting performance goals;
• Solving problems unique to those employed in police, dispatch, fire, courts and corrections settings; and,
• Planning and handling departmental projects

This course is led by Sgt. Michael S. Phillips (Ret., East Lansing Police Department), a highly-rated senior associate with MACNLOW, with over 27 years of experience. Portions of the course are tailored to the profession of each attendee. We recommend, but do not require, participants complete our Police Supervision or Achieving Supervisory Excellence course prior to taking Advanced Supervision as some content is built upon assessment instruments utilized in that initial course.  If you wish to take Advanced Supervision without the recommended prerequisite, simply let us know when registering for the course

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

Attendees will discuss facts, statistics, and myths about suicide and suicidal callers, practice their reflective listening skills, discuss crucial direct questions to ask to keep the caller talking, and gain call handling methods proven effective for others. The course also addresses telecommunicator stress and self-care techniques and resources.   

SNC approved with Module II (b) endorsement; MNA2022-2920. The cost for this one-day course is $275.

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!  

The cost is $275 for this one day course.  SNC approved with Module II (e) endorsement; MNA2022-2931.

Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, develops measures for reducing and/or preventing liability, and considers “best practices” for telecommunicators and supervisors.  Additional discussions cover why people sue, the typical process of a lawsuit, and demonstration of courtroom testimony procedures and pitfalls.

SNC approved with Module II (c) endorsement; MNA 2022-2929. The cost for this one-day course is $275 per person.

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 is $275 per person.

• 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

• 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.