Detailed class information:
Day 1: October 9, 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: October 10, 2018 — 0800–1700
Positive Interaction with Difficult People
Difficult callers and challenging coworkers are the norm in 9-1-1, and negative interactions with them can quickly go sideways. For being in “communications,” sometimes we don’t communicate very well! Stressed telecommunicators who are not equipped with the right communication skills for these moment are more likely to irritate callers by being short or using a rude tone. Interpersonal conflict within the comm center can make stressful situations even more tense.
In addition to exposing their agency to potential liability, frequent negative interactions can cause telecommunicators to leave the profession more quickly. In addition to improving calltaking ability, participants will learn ways to effectively navigate interpersonal conflict within the comm center (which can be even more stressful than on the phone).
In this 8-hour class, participants learn proven strategies to:
—Stay present and courteous even when they’ve lost patience
—Defuse conflict and regain common ground
—Effectively give and receive criticism
—Become more aware if they’re the problem, and take ownership of the solution
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.