People in Crisis: Effective Communication and Intervention

In the high-stakes environment of a 911 Call Center, dispatchers are the lifeline for individuals in crisis. This session empowers dispatchers with essential knowledge and skills to effectively communicate and intervene during crisis situations. It emphasizes evidence-based communication techniques, risk assessment, and compassionate intervention strategies to manage high-stress situations effectively. Participants will learn how to actively engage with distressed callers, assess their emotional state, de-escalate tense encounters, and connect them with appropriate resources. Additionally, the course emphasizes the importance of self-care for dispatchers, recognizing that their well-being directly impacts their ability to assist others during high-stress situations.