Active Listening

The Steps to Be An Active Listener

Course•By Impact Dispatch

Active Shooter Dispatcher Certification Program™

Professional Development Series™ Self-Paced • Interactive • Scenario-Based Designed specifically for 911 professionals who want to strengthen their ability to manage active shooter incidents from the first 911 call through recovery operations. Then immediately below that: Inside this Professional Development Program ✔ 12+ Hours of Self-Paced Training ✔ Real Incident Case Studies ✔ Interactive Dispatch Simulators™ ✔ Tactical Decision Exercises™ ✔ Printable Agency Preparedness Assessment ✔ Dispatcher Performance Dashboard™ ✔ Final Shift Challenge™ ✔ 50-Question Certification Examination ✔ Professional Certificate Upon Successful Completion

Course•By Jennifer Hendrick

Active Shooter Event eBook

This ebook takes the information offered in our online course and puts it into an easy-to-read format that will allow your agency to build you’re own training, policies, and/or procedures more easily. This ebook includes the following: Incident profiles of some of the largest active shooter incidents Call Handling & Dispatching best practices Considerations to make during an event What decisions should a center make to prepare Scenario practice Sample policies Sample form templates

Digital file•1 file•By Jennifer Hendrick

All Course Bundle

Get access to all our courses & more for one low price!

Course bundle•By Impact Dispatch

All Course Bundle

Bundle

Animal Bites

Animal Bites and Pre-Arrival instructions

Course•By Jennifer

Becoming the Supervisor

Designed specifically for current and aspiring public safety communications supervisors, **Becoming the Supervisor** prepares learners for the real-world responsibilities of leading a 9-1-1 or emergency communications team. Through interactive lessons, realistic supervisory scenarios, decision-making challenges, and Leadership Portfolio activities, participants will learn how to transition into supervision, establish credibility, lead a shift, communicate effectively, make sound decisions under pressure, coach and develop employees, manage performance, document concerns, and navigate conflict and difficult conversations. The course concludes with a comprehensive capstone where learners bring their skills together to develop a personalized **Supervisor Operating Plan** they can apply in their own communications center. **8 interactive lessons • Approximately 6–8 hours • Self-paced • Leadership Portfolio • Scenario-based learning • Certificate of Completion**

Course•By Jennifer Hendrick

Building High Performing Teams

Building High-Performing Teams equips public safety communications leaders with practical strategies to create stronger, more resilient teams. Learners explore culture, psychological safety, trust, morale, recognition, hiring, retention, leadership development, and succession planning. Through realistic scenarios, interactive activities, self-assessments, and downloadable leadership tools, participants learn how to strengthen team performance, develop future leaders, reduce preventable turnover, and build organizational continuity.

Course•By Jennifer Hendrick

Callers & Mental Illness

Guidance on dealing with callers who are experiencing a mental health crisis

Course•By Impact Dispatch

Call Taking & Dispatching Domestics

The practical application of handling calls involving domestic violence and disturbances.

Course•By Jennifer

Child Callers

As 911 dispatchers, you are vital in ensuring children's safety during emergencies. This course will equip you with strategies to communicate effectively and empathetically with young callers.

Course•By Jennifer Hendrick

Civil vs Criminal Law

Course•By Jennifer Hendrick

Conflict Resolution

Navigating and resolving conflict with others in the workplace

Course•By Impact Dispatch

Crime and the Media

This course explores the dynamic relationship between crime and the media, examining how crime is represented, distorted, and shaped through newspapers, television, film, and digital platforms. Students will critically analyze how media coverage influences public perception, policymaking, and criminal justice practices.

Course•By Jennifer Hendrick

Customer Service & Professionalism in Dispatch

Professionalism & Working with the public and coworkers

Course•By Impact Dispatch

Customizable Guide Card

Are you looking for a way to utilize electronic guide cards for your agency? This document allows you to enter your agency’s procedures for different call types so that your dispatchers can easily access the information on their computers, without constantly updating paper copies. After you order, you will be able to download a document that can be edited and adjusted to reflect your own agency’s information and procedures.

Digital file•1 file•By Jennifer Hendrick

De-Escalation for Dispatchers

Calm the scene before units arrive. Learn practical, on-the-phone techniques that work under pressure. You’ll practice: Using the caller’s first name to build instant connection A brief, stern interrupt to stop chaos—then back to steady coaching Never saying “Calm down” (replace with breathing + task) One-step commands, yes/no extraction, one-voice rule, hazard stops Self-regulation: quick breathing patterns to steady your voice What’s inside: interactive scenarios, drag-and-drops, printable job aid, final quiz, and a certificate (1.5 CE hours).

Course•By Jennifer Hendrick

Diabetes Emergency Management

Throughout this training, you'll learn to distinguish between different types of diabetes emergencies, understand proper intervention techniques, and practice real-world scenarios. By the end of this course, you'll be prepared to confidently handle diabetes-related emergencies and potentially save lives through your telephone assessment and instructions.

Course•By Jennifer Hendrick

Difficult Conversations: Leadership for Public Safety Communications

Develop the skills to confidently lead difficult employee conversations in a public safety communications environment. This comprehensive leadership course covers poor performance, attendance, policy violations, negligence, employee complaints, conflict mediation, termination, wellness concerns, and high-emotion situations. Supervisors will learn how to prepare, communicate clearly, document objectively, maintain accountability, recognize when issues require escalation, and protect employee dignity throughout the process. Interactive scenarios, practical leadership exercises, a final assessment, and a downloadable Difficult Conversations Supervisor Toolkit provide job-ready resources that can be used long after the course is complete.

Course•By Jennifer Hendrick

Documentation

As we delve into the importance of documentation for 911 dispatchers, we'll explore how it not only safeguards the integrity of emergency responses but also protects dispatchers and their agencies from potential legal pitfalls. We'll examine the ways in which meticulous record-keeping enhances the efficiency and effectiveness of dispatch operations, ultimately contributing to better outcomes for those in need of emergency assistance.

Course•By Jennifer Hendrick

Domestic Violence

The facts, figures, and signs of Domestic Violence and our role as dispatchers

Course•By Jennifer

Domestic Violence & Dispatch Bundle

How to dispatch and understanding Domestic Violence and related calls

Course bundle•By Jennifer Hendrick

Drugs & Overdoses

Course•By Jennifer Hendrick

Effective Radio Communication

Learning not just what to say on the radio, but how to say it.

Course•By Impact Dispatch

Empathy

Why is Empathy important?

Course•By Jennifer Hendrick

Every Second Counts: Heart Attacks

When a heart attack call comes in, seconds matter — and the dispatcher is the first critical link in the chain of survival. “Every Second Counts: Heart Attack Call Mastery” is a hands-on, scenario-driven training course designed specifically for Emergency 911 Dispatchers. This interactive program equips dispatchers with the skills, confidence, and decision-making tools to handle life-threatening cardiac emergencies over the phone with precision.

Course•By Jennifer Hendrick

Foundations of Call Taking

Asking the Right Questions & Helping Different Types of Callers

Course•By Impact Dispatch

"From Dispatcher to Leader"

Preparing to Lead is a self-paced professional development program created for public safety communications professionals who are considering becoming a supervisor, lead dispatcher, shift coordinator, communications training officer, or other formal leader. The program introduces you to the responsibilities, behaviors, judgment, and professional skills expected of first-line supervisors. It also helps you determine whether leadership is the right career path for yourself. This is not simply an interview-preparation course. It is a leadership-readiness program. You will examine: Why you want to lead Whether you are prepared for the responsibilities of supervision How leadership differs from technical dispatch performance How supervisors communicate, decide, document, and respond How to begin building credibility before receiving a title How to prepare for a promotional interview and assessment process

Course•By Jennifer Hendrick

Get the Bird – Helicopter & Air Medical Responses

Medical Helicopter

Course•By DUSTY BLUMBERGS

🚨 Heat Emergencies

An interactive dispatcher training course on Heat Emergencies (Heat Exhaustion & Heat Stroke) designed specifically for Dispatchers. This course prepares 911 Dispatchers to recognize, assess, and respond to callers reporting heat-related emergencies. It combines protocol-based questioning, scenario practice, and medical guidance to help dispatchers quickly identify heat exhaustion vs. heat stroke, provide pre-arrival instructions, and dispatch appropriate responders.

Course•By Jennifer Hendrick

High Morale in the Dispatch Center

The Importance of High Morale in the Communications Center

Course•By Hannah Tucker

Interactive Investigation - Jumper?

One 911 call. Two bodies. And a story that unravels with every decision you make. “Jumper?” is a fully interactive training course that guides you through a chilling emergency—from the first panicked 911 call to a shocking final revelation. You’ll learn to think like a dispatcher, act like an investigator, and follow standard protocols while navigating a case designed to challenge your instincts. 🔹 Ask the right questions 🔹 Dispatch the correct units 🔹 Run NCIC queries and interpret results 🔹 Enter the scene, preserve evidence, and solve the case Whether you're training new recruits or sharpening your own skills, “Jumper?” prepares you for real-world complexity with decision-based simulations you won’t forget.

Course•By Jennifer Hendrick

Introduction to NCIC

NCIC and its files

Course•By Jennifer

Introduction to Protection Orders

Basics of Protection Order Types & Processes

Course•By Jennifer

Leadership Communication

Leadership Communication equips public safety professionals with the skills to communicate clearly, confidently, and professionally at every level. Participants will learn how to run effective meetings, speak in public, create presentations, write professional emails and reports, prepare executive summaries, interact with the media, and communicate effectively with command staff. Interactive activities and practical job aids reinforce real-world leadership communication skills.

Course•By Jennifer Hendrick

Managing Performance

Managing Performance is designed for public safety communications supervisors, team leads, and aspiring leaders. Learn practical strategies for coaching, corrective action, Performance Improvement Plans, recognition, motivation, engagement, generational differences, avoiding favoritism, and building accountability through realistic scenarios, interactive activities, and downloadable supervisor job aids.

Course•By Jennifer Hendrick

Missing Persons

Understanding NCIC and Missing Persons

Course•By Jennifer Hendrick

NCIC Wanted Persons

Understanding NCIC Wanted Persons

Course•By Jennifer

NLETS

Overview of the National Law Enforcement Telecommunications system

Course•By Jennifer

Officer Safety

Course•By Jennifer Hendrick

Preventing Complacency

Course•By Halcyon

Preventing Complacency

Overcoming slipping into complacency and routine.

Course•By Impact Dispatch

PTSD & Dispatch

Course•By Jennifer Hendrick

Recognizing Your Liability

Overview of the liability risks encountered by dispatchers and their centers.

Course•By Impact Dispatch

Seizure Emergencies: 911 Dispatcher Training for Recognition and Response

Every second counts when someone is having a seizure—and dispatchers are often the first line of help. This comprehensive training course is designed specifically for 911 dispatchers to confidently handle seizure-related emergency calls with clarity, compassion, and speed. Whether you're new to dispatching or a seasoned professional, this course gives you the tools to identify seizure symptoms, provide life-saving pre-arrival instructions, and ensure EMS is fully prepared before arriving on scene.

Course•By Jennifer Hendrick

Strokes

Understanding Strokes

Course•By Jennifer Hendrick

The Active Shooter EBook

Purchase this course to access & download a copy of our Active Shooter Training EBook

Course•By Impact Dispatch

The Basics Bundle

An Overview of Introductory Dispatch Skills

Course bundle•By Impact Dispatch

The Fire Service

Understanding what the Fire Department does

Course•By Jennifer Hendrick

The Importance of Collaboration with the Media

This dynamic course equips 911 dispatchers with the skills and knowledge to effectively collaborate with the media. This training will teach participants how to communicate clearly, maintain professionalism, and leverage media partnerships to enhance public safety. The course covers the benefits of media collaboration, strategies for handling challenging questions, and real-world examples that underscore the importance of working with the media rather than against them. Empower your dispatch team to build trust, reduce misinformation, and improve operational efficiency through this crucial training.

Course•By Jennifer Hendrick

The Professional Dispatcher Bundle

Developing the skills needed to be a professional & knowledgeable dispatcher.

Course bundle•By Impact Dispatch

Trust in the Center

Course•By Jennifer Hendrick

Understanding Motor Vehicle Crashes for Dispatchers

Welcome to this comprehensive training course designed specifically for Emergency 911 Dispatchers handling motor vehicle crashes. This program will equip you with the critical knowledge needed to assess situations quickly, gather essential information, and provide life-saving instructions before emergency responders arrive on scene. Throughout this course, we'll explore the mechanics of different crash types, identify key indicators of severity, and develop your ability to give precise pre-arrival instructions tailored to specific crash scenarios.

Course•By Jennifer Hendrick