911 Telecommunicator Training Summit - Charlotte, NC
Day 1 Sessions
Session 1: "A Victim's Plea: Meeting Expectations"
Nathan Lee/Ryan Chambers
Denise Amber Lee Foundation
In this 4 hour course, students are exposed to a riveting, emotional roller coaster of critical 911 failures that occurred the night Denise was kidnapped, raped, and murdered. Nathan Lee, founder and President of the Denise Amber Lee Foundation, and Ryan Chambers, DALF Director of Project Management, tie together the elements of the Denise Amber Lee tragedy. A positive and uplifting presentation, students will learn of the obvious failures that day to the more in-depth concepts such as leadership, hiring, training and encouraging employees in a communications center.
Session 2: "The Power of Resilience: How To Thrive in 9-1-1"
The Healthy Dispatcher
This 4-hour class provides emergency dispatchers with the knowledge and tools to mitigate the serious risk posed by 9-1-1 work-related stress.Topics include: Physiology of the stress response; three elements of stress theory; why the dispatcher job function is so stressful and what to do about it; stress-promoting vs. stress-reducing diet; nutrition and stress; 7-step action plan for managing fear; self management tools for creating more free time; stress resilience strategies to go from habitually reacting to proactively responding.
Day 2 Sessions
Session 3: "9-1-1 Communications Response to the Active Shooter"
Mike Clumpner/David Bradshaw
Threat Suppression, Inc.
This presentation explores multiple challenges faced by 9-1-1 centers at active shooter events, including overwhelming calls, inconsistent information, the triage of calls, questions to ask callers, the concept of “stale information”, the use of social media to locate victims, and more. This presentation will also discuss priorities for police, fire, and EMS personnel, as well as the need for integrated response using the Rescue Task Force model.
Session 4: "Positive Interaction with Difficult People"
The Healthy Dispatcher
This 4-hour class provides emergency dispatchers with an increased capacity for attentiveness and patience with callers and coworkers.
Topics include: Why is communication so challenging at 9-1-1?; the impact of stress on the quality of communication; the elements of effective communication; understanding the four basic personality types and how to interact with each; powerful strategies for conflict resolution; how to give and receive criticism; ways to reduce the frequency of negative interactions.
The event will be held at the Sheraton Charlotte Airport Hotel (3315 Scott Futrell Dr., Charlotte, NC, 28208). A hotel block of rooms has been reserved for the Summit at a rate of $135/night. Please use this link to utilize the block rate. HOTEL LINK