Teaching basic stress management, while crucial for dispatchers, is inadequate preparation psychologically to manage the unique and very significant vicarious traumatization that dispatchers experience. They need special and more extensive knowledge of the nature and effects of trauma, thought and emotion management skills, and awareness of decision-making in facing or avoiding feelings of distress.

This course equips 9-1-1 telecommunicators with knowledge, insights, and skills to manage the personal distress produced by the secondary trauma they experience in handling crisis calls and also to more effectively relate to their coworkers and protect their mental health. Emphasis is placed on effective conflict management and communication. This course is also for supervisors and managers who, in gaining this knowledge, can be more attuned to the needs of their employees and communicate more effectively with them.

https://www.911training.net/class-registration 

Approved KLEC course # 272T-23A

This is a three-day course covering both direct care and how to manage a PSAP’s Peer Support Program. Building on the introductory Power of Peer Support course and to more effectively and thoroughly equip our PSAP personnel, this course is a more comprehensive peer support training process. This class is designed to provide the initial preparation a 911 professional needs to serve as a Certified Peer Supporter and to launch and oversee a sanctioned PSAP Peer Support program. This advanced CPS training and certification process assures the delivery of appropriate, safe, and effective peer support services at the PSAP.

Note: This class has two prerequisite classes: Survive & Thrive Stress Resilience Training & The Power of Peer Support.

https://www.911training.net/class-registration 

Approved KLEC course # 267T-23A

The daily performance of our telecommunicators is significantly impacted by how they manage their stress in all domains of work and personal life. Peer support can improve functioning at work through confidential interpersonal support related to stressful events versus internalizing and accumulating this stress. The 2013 NENA Standard on Acute, Traumatic, and Chronic Stress requires all 911 centers to assure peer support for their employees as part of “Comprehensive Stress Management Programs”. This course introduces staff to the elements of peer support and the basics of delivering it.

This class will equip 911 Telecommunicators to offer lay support to peers without doing so in an official role within the PSAP. This course is for all 911 professionals who desire to be effective in offering emotional support to their peers.

https://www.911training.net/class-registration 

Approved KLEC course # 270T-23A