Question 1

Police Dispatcher Essentials

Accepted Answer

This course is NJ OETS–approved. Attendees will receive 8 Basic CTEs and 6 EMD CTEs.
Police dispatchers play a critical role in providing officers with timely and accurate information. When essential details are not properly obtained or relayed, officer safety can be compromised, and investigations may be jeopardized through unconstitutional detentions, searches, or the suppression of evidence.

This course is designed to provide police dispatchers with a foundational understanding of arrest, search, and seizure principles, enabling them to obtain and communicate the information officers need to lawfully and effectively interact with the public. The more complete and accurate the information relayed, the easier it is for officers to conduct proper and legally sound investigative detentions.

Course highlights include:
Key questions to ask anonymous callers reporting a crime
Questions to ask when an anonymous caller reports an armed subject
Prioritizing questions during critical incidents
Understanding the difference between a known caller and an anonymous tip
Information required to corroborate an anonymous tip for an investigative detention
Techniques for managing hysterical callers
Reliability considerations of 9-1-1 calls versus main line calls
And more

Question 2

Critical Incident Dispatch: Practical to Tactical

Accepted Answer

The successful management of any critical incident begins with the public safety telecommunicator. As the first point of contact, PSTs are responsible for gathering critical information, recognizing the nature and scope of the emergency, prioritizing calls, dispatching appropriate resources, and maintaining effective communication throughout a rapidly evolving event.This comprehensive course prepares public safety telecommunicators to effectively manage high-risk, high-stress incidents in which accurate information, sound decision-making, and timely resource coordination can directly affect the safety of responding personnel and the public. Participants will examine the essential role of the communications center during incidents ranging from active-shooter events and mass-casualty situations to severe weather emergencies, large-scale fires, hazardous-material incidents, civil disturbances, and other major public safety events.Through realistic scenarios and practical exercises, participants will learn how to identify critical information, ask effective follow-up questions, prioritize competing demands, and provide responders with timely and accurate updates. The course emphasizes maintaining operational awareness, tracking personnel and resources, coordinating mutual-aid responses, managing radio traffic, and adapting as new information becomes available.Special attention is given to the unique challenges presented by active-shooter and hostile-event calls, including handling multiple callers, separating verified information from assumptions, identifying suspect descriptions and locations, recognizing changes in the threat, and supporting the rapid deployment of law enforcement, fire, and emergency medical resources.Participants will also examine the effects of stress on communication and decision-making. Practical strategies will be presented to help PSTs remain focused, communicate clearly, and manage the intense workload associated with critical incidents. Emphasis is placed on teamwork, professionalism, officer and responder safety, and the importance of maintaining accurate documentation throughout the event.Course TopicsThe PST’s role during critical incidentsRecognizing and classifying rapidly evolving emergenciesManaging active-shooter and hostile-event callsIdentifying and communicating essential informationAsking effective questions during high-stress callsPrioritizing multiple calls and competing responsibilitiesCoordinating law enforcement, fire, EMS, and mutual-aid resourcesManaging radio traffic and maintaining operational disciplineTracking responding personnel, assignments, and resourcesMaintaining situational awareness as conditions changeCommunicating suspect, victim, hazard, and location informationManaging severe weather and large-scale community emergenciesSupporting command personnel and incident command operationsAddressing misinformation, conflicting reports, and communication overloadManaging stress and maintaining professional performanceDocumenting critical information and preserving communications recordsReviewing significant incidents and applying lessons learnedThis course is appropriate for public safety telecommunicators, communications supervisors, dispatchers, call-takers, and other emergency communications personnel responsible for supporting public safety operations during critical incidents.

Question 3

Emergency Medical Dispatch (EMD) Refresher – 8-Hour NJOETS-Approved Training

Accepted Answer

This comprehensive 8-hour Emergency Medical Dispatch (EMD) Refresher course is designed for certified EMDs and public safety telecommunicators working in New Jersey PSAPs who are seeking continuing education hours toward recertification. This interactive class meets the New Jersey Office of Emergency Medical Services (NJOEMS) requirements for EMD refresher training.

The course emphasizes real-world application of EMD protocols, case-based learning, and dispatch decision-making under stress. Topics include updated pre-arrival instructions, caller management, protocol compliance, QA/QI review, and lessons learned from high-profile EMD cases. Participants will engage in scenario-based practice and receive department-specific insights to reinforce skills and improve call-handling performance.

Who Should Attend:
Certified Emergency Medical Dispatchers (EMDs) employed in public safety answering points (PSAPs) and communication centers who require continuing education hours for NJOETS EMD recertification.

Learning Objectives:
        •       Reinforce core EMD skills, including structured call-taking and protocol use
        •       Review updates to state-mandated EMD procedures and best practices
        •       Enhance performance in high-stress and high-priority medical calls
        •       Analyze QA/QI feedback and apply lessons to improve outcomes
        •       Satisfy NJOEMS 8-hour EMD refresher training requirement

Course Format:
In-person instruction with scenario-based group activities, facilitated discussion, and knowledge checks.

Certification:
Upon successful completion, participants will receive an NJOETS-approved certificate reflecting 8 hours of EMD continuing education.

Question 4

9-1-1 Suicidal Caller: Communication, Intervention, and Critical Decision-Making

Accepted Answer

This course is designed for 9-1-1 telecommunicators and front-line public safety personnel who may encounter suicidal callers during emergency calls. It provides participants with the tools, skills, and confidence needed to manage these emotionally charged and high-risk situations with professionalism, empathy, and control.

Through a combination of lecture, real-world case studies, and guided discussion, participants will learn to identify key warning signs of suicidal ideation, apply proven communication techniques to build rapport, and effectively manage crisis calls with a focus on caller safety and responder coordination. Emphasis is placed on understanding mental health dynamics, maintaining call control, and adhering to local protocols and best practices.

Topics include:
Suicide risk factors and warning signs
Effective communication strategies for suicidal callers
Legal and ethical considerations
Coordination with responding units and mental health resources
Self-care strategies and managing the emotional impact on telecommunicators

Question 5

Culture in the 9-1-1 Center

Accepted Answer

Course Description:

This course explores the critical role organizational culture plays within the 9-1-1 communications center and its direct impact on performance, decision-making, employee wellness, and public safety outcomes. Designed for telecommunicators, supervisors, and command staff, this training examines how culture is formed, reinforced, and, when necessary, reshaped to meet the evolving demands of emergency communications.
Participants will gain insight into the unique stressors and dynamics of the 9-1-1 environment, including high-stakes decision-making, shift work, and exposure to traumatic incidents. The course highlights how leadership, peer relationships, accountability, and communication styles contribute to either a healthy, resilient workplace or a toxic, high-risk one.
Through real-world examples, guided discussion, and practical strategies, attendees will learn how to identify cultural strengths and deficiencies within their centers. Emphasis is placed on building a culture of professionalism, psychological safety, mutual respect, and operational excellence.
By the end of the course, participants will be equipped with actionable tools to influence positive cultural change, enhance team cohesion, improve retention, and support the overall well-being and effectiveness of 9-1-1 personnel.

Key Topics Include:
Defining culture in the 9-1-1 environment
The impact of leadership on organizational culture
Recognizing toxic vs. healthy workplace dynamics
Communication, accountability, and trust
Stress, burnout, and resilience
Strategies for cultural improvement and sustainability

Course Descriptions

Police Dispatcher Essentials

Critical Incident Dispatch: Practical to Tactical

Emergency Medical Dispatch (EMD) Refresher – 8-Hour NJOETS-Approved Training

9-1-1 Suicidal Caller: Communication, Intervention, and Critical Decision-Making

Culture in the 9-1-1 Center

AVAILABLE COURSES: