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Handling the Despondent & Suicidal Caller

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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:  

Libby Howland has over 14 years of experience in dispatch. She began her career as a Dispatcher at Ingham County Central Dispatch and has been with Eaton County Central Dispatch for over 8 years. Howland has held the position of front-line dispatcher, CTO and has now been promoted to Supervisor. Howland is also the Training Coordinator, leads the Public Education Team and is actively involved on the Tactical Dispatch Team and Public Relations Team. Mrs. Howland is an active member of both the local CAPS Team and the National Phoenix Project. Supervisor Howland was named the 2023 Supervisor of the Year by the Michigan Association of Public-Safety Communications Officials (APCO) and was later awarded the 2024 APCO International Line Supervisor of the Year. She earned her Emergency Number Professional (ENP) Certification in March of 2023.

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

Course Details:

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*