This course is designed to keep experienced telecommunicators abreast of best practices and call handling techniques in difficult suicide calls and volatile domestic violence calls, examine cultural diversity and how bias may affect their job performance, discuss ways in which they can reduce mistakes and liability on the job, and motivate them to improve personal health, performance and teamwork in the dispatch center.
At the conclusion of the course, the telecommunicator will be able to:
Discuss ways in which complacency can cause problems in the 911 profession;
Review call handling techniques in domestic violence calls which can assist in improving officer safety and decreasing liability;
Be familiar with how to isolate emotions and strength identifiers with suicidal callers;
Understand how stereotypes, prejudices and bias can interfere with job performance and interactions with co-workers and the public;
Discuss what increases liability in the dispatch center and what can be done to minimize vulnerability to liability and litigation; and,
Discuss what each employee can do to improve performance, teamwork and morale in the dispatch center.
The cost is $275 per person and the course is SNC approved (MNA2025-5987).
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.
