Handling the Despondent & Suicidal Caller

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Tracy Ertl– 28-year veteran with Brown County Public Safety Communications (Green Bay Wisconsin), retired. Tracy has served thousands of public safety students as a devoted APCO Adjunct Instructor, presenting nationally and internationally. She is also Owner and Publisher at TitleTown Publishing, a mainstream publishing house specializing in survival and police titles.

Course Description:

Crisis callers are some of the most stressful situations that a 9-1-1 telecommunicator may face. Whether caused by a hostage taker, suicidal subject, a domestic violence situation or traumatic event, call takers and dispatchers need the knowledge to establish trust and rapport with the caller, while gaining valuable intelligence for the responders. Module II approved.

Topics Include:

  • Establishing trust and rapport with any crisis caller.
  • Using effective “Active Listening” Techniques
  • Using “containment” techniques over the telephone
  • The 3 indicators that a caller may be truly suicidal
  • The 1 thing that a suicidal or despondent caller wants from you

May Course Details:

November Course Details:

Questions: 911training@oaklandcc.edu

-The Course is MCOLES and SNC Approved - Module II -