Handling the Despondent & Suicidal Caller

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.

Instructor:  

Tracy Ertl – A 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 house specializeing in survival and police titles.

Topics Include:

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

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Course Details:

• DATE: April 30, 2025
• TIME: 8:30 am - 5:00 pm
• COSTS: $225.00 (911 SNC Module II Approval #OCC201105A)
• LOCATION: Oakland Police Academy 2900 Featherstone, Auburn Hills, MI 48326 - Location on Campus: Police Academy
• REGISTRATION: Email: policetraining@oaklandcc.edu or Phone: (248) 232-4227

Questions: 911training@oaklandcc.edu

 

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

*No shows WILL be billed unless cancellation is received 5 days prior to the class*