Detailed class information:
Day 1: August 30, 2018 — 0800–1700
The Power of Resilience: How to Thrive in 9-1-1
9-1-1 telecommunicators are resilient by nature—they’re caregivers to the world! But without careful attention and regularly check-ins, the challenges of the job can overwhelm even the strongest dispatcher. Recent studies have proven the link between handling traumatic calls of life-threatening nature and the onset of Post-Traumatic Stress Disorder (PTSD) symptoms. Over the life of a 9-1-1 telecommunicator’s career, these symptoms— including emotional numbing, avoidance and isolation, and hypervigilance—can erode the calltaker’s ability to remain alert and impartial while also providing excellent customer service to callers in need.
Research has shown that 9-1-1 telecommunicators who prioritize their resilience are happier on the job, feel more confident about their day, and experience greater life satisfaction. This class underscores the importance of resilience at both the personal and organizational level, and offers specific tools and strategies for more of it. With the strategies and perspectives taught in this class, participants will be able to combat feelings of job-related burnout, curb their complacency, and continue making a difference in the lives of each caller.
In this 8-hour training class, participants learn evidence-based practices to:
—Understand the underlying cause of work-related chronic/traumatic stress
—Dramatically lower stress levels and manage burnout
—Limit their exposure to vicarious trauma
—Maintain a healthy balance between work and home life
Day 2: August 31, 2018 — 0800–1700
Positive Interaction with Difficult People
The people in your PSAP are your most valuable resource. Studies show that eight out of the top ten stressors at the PSAP have nothing to do with the work itself, and most of these stressors reflect poor leadership. If much of the stress felt by the front line can be lessened or eliminated, why aren’t leaders taking immediate action? Many managers would like to, but aren’t sure what specific actions will make a difference. This class outlines the power of a transformational approach, the keys to successful implementation, and how to lead in challenging times.
This is perfect for new supervisors, tenured supervisors and managers, along with anyone in your center who has leadership potential.
In this 8-hour training class, participants learn proven ways to:
—Embody the habits of a successful leader
—Identify their personal leadership style
—Take actionable steps towards becoming the leader they want to be
—Create a culture of success at the dispatch center
Adam Timm is a bestselling author and keynote speaker on the topics of personal resilience and peak performance for 9-1-1 telecommunicators. Adam spent over a decade as a 9-1-1 operator for the Los Angeles Police Department, where he pioneered a stress resilience program that contributed to a 45% decrease in sick time usage. After leaving the LAPD, Adam started his training company, "The Healthy Dispatcher," to bring tools for resilience to this challenging profession.
Participants in Adam’s classes praise his energetic and interactive presentation style, calling his sessions "an awesome learning experience," "captivating, thought-provoking," "amazing," and "incredibly engaging." Adam travels nearly 200 days a year presenting training classes and conference sessions across the country. He is a board-certified stress management consultant and the author of two books, including the #1 bestseller, "Stress Is Optional! How to Kick the Habit," and the popular, "Dispatcher Stress: 50 Lessons on Beating the Burnout." Adam's articles and blog posts on Dispatcher Wellness and Effective PSAP Leadership have been read by tens of thousands.