9-1-1 operators have a very unique role in crisis management. Managing the calls that come to them requires an in-the-moment, urgent ability to handle crisis and trauma. Call-takers and dispatchers need to multi-task, communicating with the caller in crisis as well as relaying the situation to response teams.
This course includes on-the job crisis intervention techniques and listening skills for managing calls. But 9-1-1 operators have more to deal with than just the on-the-job call management. They also must be sure to maintain a high level of personal resilience & well-being that the job can often break down. This course covers mental, emotional & physical health as an avenue to job resilience, and teaches methods for self-debriefing between calls and after a tough shift.