6800 Burleson Road
Building 310, Suite 165
Austin, TX 78744

T:  (512) 916-6000
F: (512) 916-6001


Classes for 9-1-1 Telecommunicators

Current Classes

The Power of 9-1-1 Peer Support

When the combo of stress from work and home piles up, even the best and most seasoned dispatchers can struggle. And more and more of our PSAPs have experienced major traumatic experiences they just didn’t know how to face. But what happens when you, as a PSAP family, are prepared to come alongside each other as you travel through these hardships?  You can prevent burnout, improve morale, and help your peers feel encouraged and desire to stay on board.

Whether your agency is planning to build a Certified Peer Support Program or not, this introductory course is a great way to learn about the critical basics and benefits of peer support.

Here’s what you’ll experience in this unique course…

  • Learn the importance and power of 911 Peer Support for the dispatcher and the center's daily life together
  • Discover how practicing Peer Support can decrease toxic, draining gossip and boost more positive energy in the comm center
  • Understand the benefits & limitations of lay peer support, what it is and what it is not
  • Clarify the critical importance of confidentiality and how to honor it in complicated situations
  • Learn when & how to refer and guide peers to professional assistance  

About the Course Instructor

Jim Marshall, M.A., L.L.P., is the Director of the 911 Training Institute and a leading voice in the 9-1-1 industry for dispatcher wellness. He has been a licensed mental health professional for over 30 years. Jim is co-editor of The Resilient 9-1-1 Professional: A Comprehensive Guide to Surviving & Thriving Together in the 9-1-1 Center. Jim's courses, presentations, pilot projects, and published works equip 9-1-1 telecommunicators and their PSAP leaders to achieve optimal health and performance as people and organizations in the evolving 9-1-1 center.

June 17, 2022, 8:00am – 5:00pm
Cost: Free

Resilience: Transforming Stress into Strength

As 9-1-1 professionals, you are caregivers to the world! You often give and give without concern for yourself. But without careful attention and regular check-ins, the challenges of the job can overwhelm even the most psychologically hardy. Research has shown that those who prioritize their resilience are happier on the job, feel more confident about their day, and experience greater life satisfaction. This class offers powerful tools and strategies for understanding and transforming stress.

Just a few things you will Iearn:

  • Physiology of Stress
  • Psychology and Neuroscience of Stress
  • Language Techniques
  • Breath and Stress
  • Meditation and Stress
  • Nutrition and Stress
  • Movement and Stress

About your Instructor

Dr. Joe Serio is founder of The 360° Dispatcher. He has trained thousands of 9-1-1 dispatchers across the United States and Canada on topics such as Positive Interaction with Difficult People, Leadership and Your Legacy, Effective Supervision, and Time Management.

He regularly visits comm centers around the country listening to calls, interviewing supervisors, and talking with call-takers and dispatchers.

Joe is founding publisher of the Get the Nerve series of books and was co-founder of The Healthy Dispatcher. He is the author of more than 10 books on personal development, leadership, and wellness, and co-author of Dispatcher Stress: 50 Lessons on Beating the Burnout.

Joe holds a Ph.D. in Criminal Justice with a focus on Leadership and Organizational Behavior from one of the leading programs in the country.

In his former life, Joe was the only American to work in the Organized Crime Control Department of the Soviet National Police and was director of the Moscow office of the world’s leading corporate investigation and business development firm. He is the author of the critically acclaimed book, Investigating the Russian Mafia, and is author of Vodka, Hookers, and the Russian Mafia: My Life in Moscow.

June 28, 2022, 8:00am – 5:00pm
Cost: Free

Preventing Telecommunicator Tunnel Vision

In this workshop, participants identify and discuss common problem areas that our telecommunicators experience in the performance of their duties. You'll learn tips and tools that help you identify and correct problems to ensure your team members succeed.

Whether it's in-the-moment issues like freezing up when CAD doesn’t work or when addresses do not validate, or systemic issues such as failure to follow protocols or errors resulting from inflexible QA questions, you'll get the training resources you need to get (and keep) your call takers performing at their very best.

July 14, 2022, 8:00am – 5:00pm
Cost: Free

Sustaining a Customer Service Culture

The term “customer service” doesn’t always seem to apply to public safety. The best communications centers strive every day to establish a culture of excellent customer service, when working with the public as well as fellow team members, because customers aren’t only on the phones. When we see that the people we work with, both inside the center and in the field, are all receiving some level of customer service from us, things change. This 8-hour training class defines the customer, offers a clear illustration of excellent customer service, and gives powerful strategies and tools for creating a culture that values customer service in every interaction.

In this class participants learn how to:

  • Analyze their customer service approach and make adjustments when needed
  • Skillfully deal with difficult callers
  • Expand their viewpoint of how to apply customer service to 9-1-1 work
  • Think outside the box while assisting citizens and coworkers in need

About your Instructor: Adam began his 18-year career in public safety as a 9-1-1 dispatcher for Los Angeles Police Department, where he spent over a decade under the headset. He left dispatch to start his training company, The Healthy Dispatcher. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in the 9-1-1 industry. 

August 17, 2022, 8:00am – 5:00pm
Cost: Free

Diffusing Comm Center Conflict

Difficult callers are only one side of the stress of communication in 9-1-1. Negative interactions with coworkers and supervisors can end up being more stressful than the work itself. With a better understanding of how to communicate during tense times, 9-1-1 professionals can improve their center’s culture and efficiency. This 8-hour training class provides the knowledge and tools for more effective communication at any level of the organization, whether line level employee, training instructor, or supervisor.

In this class participants learn how to:

  • Prepare for and engage in a difficult conversation
  • Identify their conflict style
  • Stay present and courteous even when they’ve lost patience
  • Communicate more effectively during heated exchanges
  • Defuse conflict and regain common ground

About your Instructor: Adam began his 18-year career in public safety as a 9-1-1 dispatcher for Los Angeles Police Department, where he spent over a decade under the headset. He left dispatch to start his training company, The Healthy Dispatcher. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in the 9-1-1 industry.

August 18, 2022, 8:00am – 5:00pm
Cost: Free

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