Calendar of Events - MACNLOW Associates
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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 $699 per person.  (SNC approved: MNA201303A; 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...
1/24/2022
-1/28/2022
8:00am to 5:00pm


* Note: We extend our heartfelt condolences to the Oxford Community, Oakland County, the loved ones and friends of the victims of the November 30th tragedy.  This course was approved a few weeks prior to the devastating event and we do not wish to capitalize on the significant pain and losses experienced.  All proceeds from this course will be donated to a charity related to the Oxford victims and that information will be provided to the attendees and their agencies once the funds have been distributed.

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While we all hope that a school shooting incident will not take place in our jurisdiction, sadly, we recently learned that no community is exempt from unexpected 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

more info...
2/9/20228:00am 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...
2/10/2022
-2/10/2022
8:00am to 5:00pm


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

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

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

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


more info...
2/23/2022
-2/25/2022
8:00am to 5:00pm


While the world has been focused on the Covid-19 pandemic for the past 18+ months, 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 8 am to noon; the cost is $150 per person and the course is SNC approved (MNA 2021-1587). 

more info...
2/23/20228:00am to 12:00pm


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

At the conclusion of the course, attendees will: 
  • Have an increased awareness of Fire/EMS services
  • Understand the differences of Fire/EMS dispatch versus Law Enforcement dispatch
  • Be able to Identify basic fire apparatus and fire equipment
  • Have an increased understanding of basic fire terminology
  • Understand the techniques and importance of fire personnel accountability
  • Have knowledge of the types of fires and water sources
  • Be able to discuss Incident Command structure
  • Be able to recognize a Mayday and how dispatch should react
  • Be able to define EMS services
  • Know what EMD is
  • Be able to differentiate between sympathy and empathy
The cost is $150 per person and will run from 1 pm to 5 pm
 

more info...
2/23/20221:00pm to 5:00pm


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...
2/24/20228:00am 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 to 5 pm. The cost is $150 per person.  As this is a virtual course, participants must use a computer (desktop, laptop or tablet) equipped with a camera and microphone to interact with the instructor and other students. If you have any questions about these requirements, please contact our office at 517-410-0825 or info@macnlow.com.
 

more info...
2/24/2022
-2/24/2022
1:00pm to 5:00pm


MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA201408A) by attending all five days for $699 or any one-day course for $275.  Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the following areas. 
 
HOMELAND SECURITY FOR THE TELECOMMUNICATOR
A comprehensive overview to define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define eight (8) potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  SNC approved with Module II (e) endorsement; MNA 201407A

SUICIDE CALLS:  HELPING THE CALLER & THE TELECOMMUNICATOR
Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA201504B

911 DISPATCH LIABILITY
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA 201001A

HANDLING DOMESTIC VIOLENCE CALLS
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA200608E

STRESS MANAGEMENT
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing, 
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA 201110A

The cost for the full week course is $699 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 517-925-1434 or register@macnlow.com for assistance.






 

 

 

more info...
3/7/2022
-3/11/2022
8:00am to 5:00pm


Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA 201001A. The cost is $275 per person.  


more info...
3/7/2022
-3/7/2022
8:00am to 5:00pm


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; MNA 201407A


more info...
3/8/20228:00am to 5:00pm


This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA200608E. The cost is $275 per person.


more info...
3/9/20228:00am to 5:00pm


Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA201504B. The cost is $275 per person.


more info...
3/10/2022
-3/10/2022
8:00am to 5:00pm


Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing, 
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA 201110A. The cost is $275 per person.


more info...
3/11/20228:00am to 5:00pm


NEW COURSE!  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
The cost is $275 per person.  The class is SNC approved (MNA2021-1766). 

more info...
3/15/2022
-3/15/2022
8:00am 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...
3/18/20228:00am to 12:00pm


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.  
 

more info...
3/18/2022
-3/18/2022
1:00pm to 5:00pm


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

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

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

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


more info...
3/21/2022
-3/23/2022
8:00am to 5:00pm


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

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

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

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


more info...
4/6/2022
-4/8/2022
8:00am to 5:00pm


* Note:  This course was approved a few weeks prior the tragic events of November 30, 2021, at Oxford High School. We extend our heartfelt condolences to the Oxford Community, Oakland County, the loved ones and friends of the victims.  
********
While we all hope that a school shooting incident will not take place in our jurisdiction, sadly, we recently learned 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

more info...
4/7/2022
-4/7/2022
8:00am 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 course.  If you wish to take Advanced Supervision without the recommended prerequisite, please let us know when registering for the course.  
 

more info...
4/11/2022
-4/13/2022
8:00am


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 $699 per person.  (SNC approved: MNA201303A; 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...
4/18/2022
-4/22/2022
8:00am to 5:00pm


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