Today, approximately 85% of the U.S. is covered by a 9-1-1 system. It is estimated that 99% of the adults living in these covered regions are aware that they should dial “9-1-1” in the event of a crisis situation or medical emergency. Today, emergency telecommunicators (also referred to as dispatchers”) are experiencing an ever-increasing volume of calls, and many of those calls involving some type of critical incident. Various factors such as a rise in domestic violence and other troubling issues, “post 9/11”, higher public expectations, and more have caused this increase.
The need for crisis communication training for emergency telecommunicators is unquestioned. Telecommunicators are best described as the “crisis negotiator” or as the “first person” on the scene of every incident. They perform a complex and stressful job function within law enforcement that range from handling various types of crisis and emergency incidents to performing administrative support tasks.
Telecommunicators must perform these functions while remaining calm, focused, as well as ensuring the safety of the caller and responding personnel. The outcome of emergency situations will depend on the questions asked, the decisions made, and the actions taken.
Telecommunicators are often exposed to a variety of emotions from emergency calls. Remaining poised and calm allows the telecommunicator to be in control of situation. The methods for handling callers in different crisis situations will be discussed throughout this course.
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John Distelrath is retired from public safety after 32 years in law enforcement, the last four years as Chief of Police.
In conjunction with his management experience, for the past 38 years, John has developed and taught courses in management, organizational development, and criminal justice at the university, community college, adult education, and private sector.
John is a California POST certified Instructor Development Institute Advanced Instructor in the Basic Police Academy, Force Options, Situational Leadership II, Investigative Report Writing, Supervisory, and Field Training Officer courses. He is currently a lead POST instructor in the Public Safety Dispatchers’ 120 hour basic course at Rio Hondo College Regional Police Academy and teaches a contemporary Introduction to Criminal Justice at the University of California, Riverside – Extension California Department of Justice, Crime and Intelligence Analysis certification program.
Distelrath is a member of the International Law Enforcement Educators and Training Association, California Police Chiefs Association, and the California Peace Officer Association COPSWEST training.