Crisis Communications

Class Description:

• Suicide is the 8th cause of death in the United States.
• There are over 35,000 reported suicides yearly in the United States.
• For every completed suicide, there are 50 others that call 9-1-1 or a suicide prevention hotline as a cry for help before or during a suicide attempt.  Adult and juvenile suicidal events will be addressed.
• Dispatch centers are often the initial “first responder” when hostage events or barricaded suspect events occur.  Dispatchers must know the delicate balance that they are responsible for during family emergency and various crisis calls.
• Domestic Violence arrests and prosecution events rely on professional call takers and dispatchers.  We illustrate effective questioning and dispatching techniques.
• Our PSTC Crisis Communications Tool Box will make you a more effective call taker and dispatcher.  It will also increase responder safety and improve the chances of a successful outcome of the situation.

As emergency communicators, we are vital caregivers in the public safety circle.  In most parts of the nation, callers often dial 9-1-1 for help.  Are we prepared for the challenge?  What do we need to say to suicidal callers or depressed subjects?  What do you need to know about Suicide-by-COP precipitators?  How do we prepare the first responders with a picture of what they are responding to?  How do we transition between being caregivers, information gatherers and tactical response dispatchers in suicidal caller events? What are the tools we need to cope with the emotional side of suicidal situations?

Topics Include:

• Myths and facts of suicide and suicide by COP events and your responsibilities
• Developing better Communications skills through our Crisis Tool Box
• Suicide risk assessment and terms to use or avoid with volatile callers
• Specific call taking and dispatching techniques for responder safety!
• Domestic and Family Violence– the dispatchers vital role of information gathering
• The exclusive PSTC Crisis Communications Tool Box is explained and used for suicide, hostage / barricaded subjects, suicide by COP, domestic violence and depressed and upset callers.

Class participation is encouraged through role-playing and scenario calls.  Though not mandatory, each student will have the opportunity to role-play with a variety of calls based on real situations that have occurred around the nation.

Target Audience: Any public safety employee at any level with an interest in the topic.

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: This class has been taught to over 4,900 students! Here is what they say:

Great class, much better than other classes by companies I have previously attended. Actually focus' on dispatchers & our Job!

Kevin and Richard are great instructors. They deliver an important topic in a professional way and keep the class interesting. A million thank yous! I will definitely take PSTC classes in the future. And thank you for the praise! -- Valerie, Westminster Police, California

Well organized, gave information that I didn't know even with my 17 years dispatch experience! -- Mary Ann, Garden Grove Police, California

Very interesting - truly one of the best classes I've attended... -- Jackie, University of Pennsylvania

Excellent knowledge of the subject matter. Material job specific relating to dispatchers - entertaining presentation - good use of audio and video - encouraged class participation - refreshing having a dispatcher teach a class of dispatchers instead of a cop pretending to know what we do... -- Russ, Stanislaus Regional 911 Center, California

Very informative class...lots of classroom participation...a great reminder..Don't become complacent.. -- Cindy, Calaveras County Sheriff's Department, California

I think the particular class may have helped a lot of dispatchers... A lot of people think everyone who does commit suicide is just a loser. I think you brought across that they are just lost at the time... -- Diane, Bucks County Communications, Pennsylvania

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