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

The successful management of any critical incident begins with the public safety telecommunicator. This course teaches PSTs how to effectively manage and prioritize resources during critical incidents, ranging from active shooter events to weather-related emergencies.

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.

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

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