NG911; The Evolution of a Dispatcher – 2 Day
The face of 911 is changing; communication centers around the nation are preparing themselves to receive 911 call information via multi-media messaging. On the Next Generation 911 (NG911) horizon is the inevitable potential for public safety dispatchers to receive text messages, photos, videos, or conduct video conversations with potential victims, suspects, or witnesses to crimes. This changes the essential job duties of a dispatcher to include face-to-face communication and the possibility of real time images of crimes in progress. In addition, this course will address social media, smart phone applications, and other technology and the impact on policing and specifically dispatching.
NG911 opens up the need for dispatchers to be trained in effective face to face communication, interrogation techniques, hostage negotiations, and crisis intervention specific to face to face communication. Communication Center management will need to consider preparing their line staff for the emotional impact of viewing live images and videos of crimes in progress, which they have been traditionally insulated from in the past.. Training in preparing dispatchers for the emotional impact and in recognizing the symptoms and effects of compassion fatigue will become increasingly important at the line level as well as the supervisory level as we go forward as a profession. This two day course will focus on the technology of NG911, the updated communication skills necessary to go forward into NG911, and most importantly the emotional impact on dispatchers. In this interactive course, students can expect facilitated discussions, small group activities, and hands on scenarios of NG911.