Redwood City, CA
1-800-348-8911

Building Your 9-1-1 Liability Shield

A skill and education builder for Public Safety Dispatchers

Class Description:

Liability is a major concern for all public safety communications centers. Our customers have asked for a dispatch and 9-1-1 specific class regarding liability and we have delivered! Each class is specific to your state! We have contacted every State Attorney General and received information that is specific to your state laws and statutes. NO other provider delivers a dispatch and regionally specific liability class!

We've all seen training providers using fear and intimidation to stress the importance of quality performance. At PSTC we have chosen to educate students on liability and all of its' components. We feel that by providing education and skills to our students, they will be better prepared to understand and avoid liability. We use a multi-layered approach to liability education. Our class includes topics such as:

• Legal Terms. Liability, negligence, causation, vicarious liability and failure to train are terms we define and give examples for. We also explain what a tort is and what the dispatchers' role in that tort process may be.
• Case Studies and Dispatchers in the News! We take a fair and honest look at telephone and radio calls that have helped land dispatchers into the liability hot seat. We show dispatchers how they can avoid complaints, reduce liability exposure and increase safety in the field through our “liability shield” techniques.
• Confidentiality Issues: This is a great reminder for trainers and supervisors. We explain tape retention, release of tapes and the importance of confidentiality issues. For the line employee we discuss release of confidential information such as medical history, criminal history and officer safety. We reinforce the NCIC rules of confidentiality and introduce you to specific regional laws.
• 9-1-1 Lawsuits: A wide variety of 9-1-1 events will be used to illustrate liability. Some are indeed 9-1-1 horror stories, others are “everyday events” that took a bad turn and placed an agency or dispatcher in liabilities path. How can we learn from past events and start to build a “liability shield”? Through tape critiques, court cases and past incidents we will illustrate ideas to implement in your agency. A wide variety of call types are discussed. Students completing this class will walk away with a fresh look at call taking and dispatching while understanding pitfalls and positive techniques in the 9-1-1 profession. Tools they receive in this one-day class will improve their skills, knowledge and performance.

Target Audience: This class is appropriate for any call taker, dispatcher, trainer or supervisor.

Class length: 7-8 Hours

Cost: Call for current group or individual rates if not posted on the schedule.

Certification: California POST Plan II. Call for details regarding other certifications.

Evaluations:

... has a lot of practical examples of training scenarios. He also gave a lot of sources for finding additional information. Great job! Thanks for coming out to share your knowledge! -- Mike, Bettendorf PD, Iowa

I cannot begin to tell you how much everyone was impacted by the information you shared during the seminar in Plano. New ideas are buzzing around the communications center already...you provided the catalyst needed to re-energize the attitude about the important service we provide to the public. P.S. I have a feeling that you will be spending quite a bit more time in Texas... -- Patrice, Training Coordinator Plano Public Safety Communications, Texas

This was the first class, including dispatch academy, that gave me information on how to relate to my job. It was "real world" stuff! POST needs more instructors like you! -- Jodi, San Joaquin County Sheriff's Department, California

I could have spent two days enjoying all of the information. This is the first Liability class that made it REAL for a dispatcher. I hope you keep doing great classes like this and we'll keep sending students! Ken – Bexar County, Texas

Wow-what a wonderful class. I couldn't stop thinking how many ways I can improve my daily call taking skills to lessen our liability exposure. This class should be taught to every dispatcher at my agency for sure. Dianne – Kenosha, Wisconsin

Jay is an excellent instructor....his approach is not only informative but interesting. He understands and cares about all aspects of dispatching. Having an instructor who has the background int he actual field is an excellent aspect. Kim – Grandview Heights, Ohio

Any dispatcher, seasoned or new hire, should attend this class. There was very valuable information disseminated. Some of the information given refreshed my memory, other information raised awareness on my part of issues that I need to be aware of.

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