Kentucky State Police Academy

This 8-hour in-service will be a refresher course of call handling for 911 Operators through a combination of classroom instruction, discussion and interactive scenario-based exercises.  Students will review call-handling skills, including active listening, caller control, tone control, emotional intelligence, barriers to effective communication and the importance of accurate documentation.  Dispatchers will handle call scenarios dealing with Medical Emergencies, Domestic violence and Emotional callers, Child and Special Needs callers, Swatting, High Risk and Officer Safety as well as Multiple Callers/Chaotic calls.