Crisis Communications: Managing a Critical Incident for Public Safety Dispatchers

DESCRIPTION AND AGENDA (CLICK HERE)

Public safety dispatchers are the first responders to critical incidents ranging from acts of nature to major accidents, to active shooters. Callers (including other first responders) are in extreme physiological distress, experiencing sensory overload that creates a confused state and constructed thinking. Callers are focused on survival, unaware of the information the dispatcher needs to act effectively. The dispatcher must be mentally prepared to handle the incident, to make decisions quickly and allocate resources efficiently.

This course will help dispatchers better manage critical incidents through stress inoculation. Live telephone and radio transmissions of recent major critical incidents will be used to help participants understand proper questioning techniques, structure responses, practice, and reevaluate their responses. Through challenging exercises, the class will experience constricted thinking on the callers’ part and learn how to question callers to obtain both basic information and additional data for managing the incident.

Upon Completion:

. Participants will be able to:

• Better manage phone and radio calls for critical incidents

• Recognize constricted thinking on the part of the caller

• Employ proper questioning techniques

• Ask follow-up questions to assist in managing the incident