About the Course

This online course provides a candid look into the stressful and often misunderstood world of 911 operators and dispatchers. As the vital link between the public and first responders, communication center personnel face immense pressure from multiple calls, critical incidents, and the need for swift, decisive action. Beyond the high-stakes work, they must also navigate challenges like a lack of control, limited promotion opportunities, and the significant impact of their job on personal life and relationships. This course will equip students with the necessary tools and skills to build personal resilience and support their colleagues when a crisis occurs.

Reality-Based Training

Experience the real challenges faced by 911 Communication Center personnel and learn effective coping strategies.

Resilience Building

Equip yourself with tools to create a personal resilience plan and support your colleagues during crises.

Career Development

Navigate the obstacles in your career path and discover strategies for growth and advancement.

Meet Your Instructor

Thomas Gillan is a highly respected expert with over 25 years of experience across the fields of criminal justice, law enforcement, mental health, and broadcast communications. As a certified law enforcement instructor and curriculum developer, he specializes in critical topics such as leadership, interpersonal communication, and crisis intervention, with a particular focus on the unique challenges faced by first responders. His extensive expertise is highlighted by a wide range of professional certifications: Law Enforcement & Wellness: Certified Law Enforcement Instructor, Peer Support Counselor, and Employee Assistance Professional. Mental Health & Trauma: Certified Compassion Fatigue/Secondary Trauma Specialist, Trauma Reduction Instructor, and Post Critical Incident Seminar Facilitator. Counseling & Coaching: Certified Leadership, Life, Mental Health, and Addictions Coach, and Death Education Grief Counselor. Beyond his training and counseling work, Thomas Gillan is also a published author of numerous articles and book chapters on law enforcement topics. He has partnered with the University of Central Florida—College of Medicine to research and develop curriculums on law enforcement stress, trauma, PTSD, and human trafficking awareness. His contributions have been widely recognized with numerous awards from federal, state, and local law enforcement agencies, acknowledging his significant impact on the field.

Course Curriculum

4 Chapters · 5 Lessons

  1. 1

    Introduction to Comm Center Dynamics

    1. (Included in full purchase)

      Course Materials

    2. (Included in full purchase)

      Section 1- Introduction, Reality of Your Work, Compassion Fatigue & Risk Factors

  2. 2

    5 Forms of Dispatch Stress

    1. (Included in full purchase)

      Section 3- Five Forms of Dispatcher/Operator Stress

  3. 3

    Put Your Own Mask on First

    1. (Included in full purchase)

      Six R's for Stress Management & Resiliency

  4. 4

    Quiz

    1. (Included in full purchase)

      Review Quiz

Who is This Training For?

All members of the criminal justice community. Training is especially valuable for 911 Operators, Dispatchers, emergency response personnel and anyone associated with a Comm. Center in a working or supervisory capacity.

$215.00

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