The Compassionate Call-Taker: Crisis Intervention for Telecommunicators

Wednesday, October 25th | 3PM Eastern On-Demand

Every telecommunicator will eventually answer a phone call from a person in crisis. By being prepared for this inevitability, telecommunicators can increase the likelihood that they can steer the person in crisis to behavior that will result in a successful outcome of the person in crisis being given the help and resources that they need.

Attend this webinar and learn how you can enhance the skills you have already developed with additional “tactics” to better serve your community in these critical situations. You will have an opportunity to assess both your process of handling these types of calls, and your agency’s protocols. The presenter will share critical skills and real-world examples of successful crisis intervention along with resources that may be available to agencies for more training and development. Attend to learn:

• How the communication process works and how to prevent breakdowns in communication
• Active listening skills and how they can control a conversation
• The process of steering behavior change

Presenters:Sgt. Scott Fulton