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1 MINUTE UPDATE--January 6, 2012:
Happy New Year to our 911 Family!
2011 was a fabulous year working within the 911 community. Thanks to all of you who entrusted 911 Training Institute to support you with training and advocacy for dispatcher health! We hope this Update finds you and your familes doing well! Here are just a few of the highlights and things we look forward to in 2012...
1. We helped establish the 911 Wellness Foundation devoted to fostering personal health and peak performance for your 911 dispatchers. You can visit the Foundation blog, learn more, and share your comments by clicking here.
2. We helped bring news of 911 dispatchers need for stress support to the EMDR therapy community. See the September Update below.
3. We helped draft the upcoming NENA Standard on Acute, Traumatic and Chronic Stress. We hope the standard to be adopted by NENA in 2012 and to benefit dispatchers throughout North America by setting the standard that all telecommunicators gain the support they need to prevent and manage traumatic stress.
4. Richard Thacker, Eaton County 911 (MI) and I co-founded 911ProTV.com. to provide a great site at which dispatchers can learn, grow, get inspired as 911 professionals AND laugh! Check it out here.
In 2012, we are looking forward to helping to bring the 911 Wellness Foundation into a viable existence as the leading non-profit organization in assuring that implementation of NG911 is safe for dispatchers even as it helps save lives for the public. I will be presenting with Jim Lanier, Manatee County 911 (FL) on the potential psychological impacts of NG911 at the 2012 NAVIGATOR in Baltimore Maryland in April . . Hope you'll join us. I will also present a session on Building LifeBridges to Suicidal Callers urging dispatchers to get adequate training to assist this extremely challenging call type. That 's all for now. Have a great winter, email me with your ideas, and take good care of yourself
1 MINUTE UPDATE--November 11, 2011
Good stuff on the Training and on the policy front:
TRAINING...
The NENA Work Group on 911 Stress is getting close...
In February, 2012 NENA will hold its annual Development Conference (the conference formerly known as "TDC/ODC":) Work Group Co-chair Dee Ann Summersett and I hope at that time that the membership of NENA will have its first opportunity to review and offer input to the Draft Standard on 911 Stress (scan previous updates below for more information). This will be a milestone for the 911 industry IF: we have the nation's 911 professionals help us refine a truly valuable standard--one that clearly defines the risks posed by 911 stress and a specific stress prevention and management steps that leaders. Join us. Email me at Jim@911Training.net
1 MINUTE UPDATE--September 26, 2011: Good news since last Update...
"EMDR FOR 911" Campaign Advances! Appeal 2U for Help...
911 Professionals now know they need trustworthy trauma therapy...and its on its way!
Warning: you will need to take a deep breath first if you intend to read the next sentence aloud :)
On August 27, 2011 I joined Sara Gilman, Immediate Past President of the Eye Movement Desensitization and Reprocessing International Association (EMDRIA) at the 2011 EMDRIA Conference to present "EMDR and First Responders". This is the organization that helps my peers and me to grow in our ability to practice effective therapy using EMDR, the treatment I urge all 911 dispatchers to seek. (If you've been in my courses you will remember me teaching you about this. For more info on EMDR, see my article EMDR for 911.
Sara is not only an outstanding therapist and leading traumatologist, she is also a former fire fighter/EMT who has a huge heart for 911. She graciously serves as the 911TI Chief Mental Health Advisor. Sara put an enormous amount of work into this presentation in your behalf! Will you drop her a quick line to thank her? (email: Sara@SaraGilman.com)
My goal in joining Sara to present this workshop was to help as many EMDR clinicians practicing in North America as possible to realize that 911 dispatchers are also First Responders who experience traumatic stress and need their help. The response was outstanding and is exemplified by statements like: "This was very compelling...I never thought about these dispatchers. Of course they are first responders...I can see how hard their work would be! ...How can we learn more about them to help them?"
This presentation was one very strategic step in advancing the EMDR for 911 campaign. EMDRIA selected EMDR for First Responders to video so that it will be available to EMDR clinicians worldwide as an official training resource. Sara and I are working to establish a network of therapists who really "GET" 911 and whom you can rely on to be effective in helping you resolve call-related trauma (and any other life issues) you bring to them!
We are currently exploring the creation of a EMDR Clinicians for 911 Registry. EMDR therapists wishing to join the registry would need to have a certain level of training and experience in EMDR and be willing to watch the video "EMDR and the First Responder", and to seek out local 911 professionals to learn from by doing sit-a-longs. I will advocate to get EMDR Therapists lncluded on the lists of therapists approved by all local 911 Employee Assistance Programs. So the next time you want help, you can count on it to be truly HELPFUL! Do you like these ideas? Are you willing to help bring them to life? Let me know by email: Jim@911training.net
At every 911TI training I conduct, more dispatchers are rallying the courage to come to me on breaks and ask for the names of EMDR therapists in their areas. This is a huge personal accomplishment and, in my view, it makes them 911 Leaders--those realizing that fully enjoying life more and excelling as 911 professionals means taking good care of ourselves. If you burn out doing great work, ultimately have you accomplished your life goals?
Are you realizing you have too much emotional baggage dragging you down and interfering with your life? Email me to get connected with an EMDR therapist who can help you get relief and breakthrough the heavy crap that this important 911 work piles up on your life.
NOTE: I do not profit in any way from referring you to these clinicians. This is a 911TI service to driven by gratitude for your trust and belief in how much relief you can get. email me if I can help or to volunteer to "help me help you" (sound familiar?!) Jim@911training.net.
Until we meet next, take good care of yourself! JM
P.S. I forgot to mention that I still do training--lots of it and more all the time:) It would be great to serve you. Check out our courses here.
1 MINUTE UPDATE (this one may be more like 5 minutes!): July 16, 2011:
News on Two Fronts: Pursuit of Change Through Advocacy and Training...
1. On the Policy Front...
Thanks to Dee Ann Summersett, Michigan Chapter NENA President and my Co-Chair of the NENA Working Group on 911 Stress! Dee Ann joined me at National NENA Conference in Minneapolis on June 21 in urging 911 pros from around the country to support the upcoming NENA PSAP Standard on Comprehensive 911 Stress Management. When finished (goal date, December 2011!), this document will establish the first official standard of care in the world recognizing the risk that 911 stress poses to dispatchers and defining how PSAPs will protect their health and performance.
Congratulations to NENA's immediate Past President, Stephen O'Conor
and to incoming President Rick Galway (NENA Canadien Director) in the Changing of the Guard also in Minneapolis on June 22. Steve led the way to long sought improvements in the governance of the association that will protect its life as a vital organization into the future. We wish him and wife Kathy O'Conor all the best as they return to obscurity :) With Rick Jone's unique inspiration, Kathy was the first to carry the torch for the new NENA initiative to explore the Impacts of 911 Stress on the Family. Kathy and I co-presented on this topic at the NENA Conference on June 21 to raise awareness and involvement of our members as we move forward with this critical initiative.
2. Equipping Through Training:
New Course on Psychological Disorders is ready and SNC Approved!
"10-96: Who are you? Understanding and Helping the Callers some call CrAzY" will be launched on July 29, 2011 in Traverse City sponsored by the Michigan APCO Chapter in conjunction with their Annual Meeting on the 28th. To register for this training, contact:
Phyllis Fuller
Barry County 9-1-1
269-948-4825, or email: fullerp@barry911.org
Direct Questions to:
Jeff Troyer: jtroyer@calhouncountymi.gov
****************************
Pursuing a New 911 Credential:
The Certified Emergency Mental Health Dispatcher (CEMHD)™
911 Training Institute is carefully exploring establishment of the CEMHD credential as an opportunity for 911 professionals to help set a new standard of care for themselves, the PSAP, and callers in mental health crises (those involving psychological disorders, suicidal risk, and domestic violence.) During this last year in hundreds of conversations with 911 leaders, frontliners and mental health professionals, it became clear to me that such a credential is an absolute necessity to foster the personal health and professional excellence of dispatchers who live with the unique daily and traumatic stressors of the PSAP. Just as the upcoming NENA Standard for Comprehensive 911 Stress Management will set the standard at the PSAP level in support of dispatcher health, the CEMHD could become the pathway for individual 911 pros to take personal initiative to excel with psychologically distressed callers while taking great care of yourself.
However, for this credential to be truly viable it will have to be developed and managed with careful input from 911 professionals and mental health experts who share 911 Training Institute's belief in its importance. Formation of the credential will be by exploration of Key Working Questions, including:
- What knowledge and skills should a "certified mental health dispatcher" possess?
- What course curriculum and experience will effectively equip a dispatcher to become a CEMHD?
- How will the CEMHD's mastery of the curriculum be measured?
- What additional value to the PSAP should be gained from staff with the CEMHD credential?
- Should PSAPs offer incentives to staff who pursue and achieve CEMHD certification?
- 10-96 Who are You? Understanding and Helping the Callers some Call Crazy (Approved. Click here.)
- Why do they Stay? Understanding and Getting Equipped for Peak Performance in Management of Domestic Violence Calls; and
- Survive and Thrive as 911 Directors. (see 11/11/11 update above for more information) An Advanced CEMHD Credential™ is also being evaluated and could also awarded to those completing Level 2 Curriculum courses (in development now).
Where are we going from here with the CEMHD? We're on the path of due diligence, seeking input and advice in carefully shaping the CEMHD concept to assure that it's design is well-conceived and its future implementation is successful. In the coming months I will continue inviting members of the 911 Training Institute Advisory Board to join other subject matter experts in 911, psychology, curriculum design and credentialing processes, to help me answer the working questions above. Taking the input of these contributors seriously means there is no official date for launching this credential yet. We'll know when we're ready as a result of the right process. But we are committed to achieving it! If you are interested in helping or wish to lend your ideas to this idea, please email Jim@911training.net
1 MINUTE UPDATE: May 24,2011:
It's been a terrific spring of Teaching and Advocacy in the 911 Community!
Today is Day 2 of the 2011 Michigan NENA Chapter Annual Conference in Lansing. I'll present a session on NG911: What about YOU? Exploring the psychological impacts of live stream video and texting on the daily work life and personal health of the dispatcher. Yesterday, I had the chance to offer the Keynote Address at lunch to open the conference and my message for you was this: Please take care of yourselves and each other. Sounds simple but I know it isn't! But the enormously demanding work you do places you at higher risk for emotional and physical illnesses, so it matters!
Tomorrow, Dee Ann Summersett, Michigan Chapter NENA President and I will co-present Caller Trauma/PSAP Drama, an Update on the National NENA Working Group on 911 Stress. This session will engage 911 pros in discussion about the national standard we are helping to develop that would foster the establishment of Comprehensive Stress Management Programs in every North American PSAP. Can these PSAP afford this? Can we afford NOT to have this preventive support? It's complicated. What do YOU think? Email and let me know, please?
We're Launching New Courses!
Many dispatchers have requested we build a course teaching you about the mental illnesses that drive the hottest and most challenging/stressful calls. I'm excited about to announce..."1096 who are you? Understanding the Callers you Call CrAzY!" We'll launch this new course as the Pre-Conference Class by invitation of the Michigan APCO Chapter at their annual Meeting in late July in TRAVERSE CITY. Visit http://www.miapco.org/ for more info (which should be posted soon).
In addition, for the first time, I will be joined by an outstanding 911 Director very soon to offer a one-of-a-kind course exclusively for directors. What's it about? To equip them with the indepth knowledge from the newest science about what stress does to everyone in the PSAP, based on their differing roles. And to help directors bring healthier relationships and expectations to the PSAP so that everyone can enjoy this enormously difficult work while excelling amidst all the big changes that will be coming down the pike in the next decade. Stay tuned to learn more.
Well there's so much more to report but not enough room: we presented in Charleston at their annual National Telecommunicators Week conference, carrying on the campaign to prevent traumatic stress and toxic relationships...got called down to Decatur Alabama for Hybrid CISM with their 911 team in the aftermath of the tornados. Wonderful folks in both places and what a privilege.
Time to go--gotta present! All the best. And remember: "place your oxygen mask securely on yourself first before attempting to help other passengers"!
1 MINUTE UPDATE: February 23, 2011:
NENA leads the way in protecting 911 Pros from PSAP Stress!
On February 6, 2011 I conducted the Pre-conference workshop at the annual NENA TDC/ODC Conference. This full day course, Post Traumatic Stress in the PSAP: Exploring the Risks of PTS in Our 911 Centers, and What we Can Do about it. (See the Jan. 13 entry for more details.) On February 8, we had great participation as I moderated four sessions in which NENA devoted the entire agenda to facing the issue of PSAP Stress.
- 10-96 Who are You? Understanding and Helping the Callers some Call Crazy (Approved. Click here.)
- Why do they Stay? Understanding and Getting Equipped for Peak Performance in Management of Domestic Violence Calls; and
- Survive and Thrive as 911 Directors. (see 11/11/11 update above for more information) An Advanced CEMHD Credential™ is also being evaluated and could also awarded to those completing Level 2 Curriculum courses (in development now).
Where are we going from here with the CEMHD? We're on the path of due diligence, seeking input and advice in carefully shaping the CEMHD concept to assure that it's design is well-conceived and its future implementation is successful. In the coming months I will continue inviting members of the 911 Training Institute Advisory Board to join other subject matter experts in 911, psychology, curriculum design and credentialing processes, to help me answer the working questions above. Taking the input of these contributors seriously means there is no official date for launching this credential yet. We'll know when we're ready as a result of the right process. But we are committed to achieving it! If you are interested in helping or wish to lend your ideas to this idea, please email Jim@911training.net
1 MINUTE UPDATE: May 24,2011:
It's been a terrific spring of Teaching and Advocacy in the 911 Community!
Today is Day 2 of the 2011 Michigan NENA Chapter Annual Conference in Lansing. I'll present a session on NG911: What about YOU? Exploring the psychological impacts of live stream video and texting on the daily work life and personal health of the dispatcher. Yesterday, I had the chance to offer the Keynote Address at lunch to open the conference and my message for you was this: Please take care of yourselves and each other. Sounds simple but I know it isn't! But the enormously demanding work you do places you at higher risk for emotional and physical illnesses, so it matters!
Tomorrow, Dee Ann Summersett, Michigan Chapter NENA President and I will co-present Caller Trauma/PSAP Drama, an Update on the National NENA Working Group on 911 Stress. This session will engage 911 pros in discussion about the national standard we are helping to develop that would foster the establishment of Comprehensive Stress Management Programs in every North American PSAP. Can these PSAP afford this? Can we afford NOT to have this preventive support? It's complicated. What do YOU think? Email and let me know, please?
We're Launching New Courses!
Many dispatchers have requested we build a course teaching you about the mental illnesses that drive the hottest and most challenging/stressful calls. I'm excited about to announce..."1096 who are you? Understanding the Callers you Call CrAzY!" We'll launch this new course as the Pre-Conference Class by invitation of the Michigan APCO Chapter at their annual Meeting in late July in TRAVERSE CITY. Visit http://www.miapco.org/ for more info (which should be posted soon).
In addition, for the first time, I will be joined by an outstanding 911 Director very soon to offer a one-of-a-kind course exclusively for directors. What's it about? To equip them with the indepth knowledge from the newest science about what stress does to everyone in the PSAP, based on their differing roles. And to help directors bring healthier relationships and expectations to the PSAP so that everyone can enjoy this enormously difficult work while excelling amidst all the big changes that will be coming down the pike in the next decade. Stay tuned to learn more.
Well there's so much more to report but not enough room: we presented in Charleston at their annual National Telecommunicators Week conference, carrying on the campaign to prevent traumatic stress and toxic relationships...got called down to Decatur Alabama for Hybrid CISM with their 911 team in the aftermath of the tornados. Wonderful folks in both places and what a privilege.
Time to go--gotta present! All the best. And remember: "place your oxygen mask securely on yourself first before attempting to help other passengers"!
1 MINUTE UPDATE: February 23, 2011:
NENA leads the way in protecting 911 Pros from PSAP Stress!
On February 6, 2011 I conducted the Pre-conference workshop at the annual NENA TDC/ODC Conference. This full day course, Post Traumatic Stress in the PSAP: Exploring the Risks of PTS in Our 911 Centers, and What we Can Do about it. (See the Jan. 13 entry for more details.) On February 8, we had great participation as I moderated four sessions in which NENA devoted the entire agenda to facing the issue of PSAP Stress.
- In the first session, we updated NENA members on the progress of the Working Group on Traumatic Stress toward writing a standard for all PSAPs. Participants unanimously supported this standard which would urge all PSAPs to create comprehensive stress programs for their staff.
- In the second session, I presented my predictions about The psychological impacts of NG911 on 911 pros. In discussion, session participants expressed strong concern and concurred that we must plan now to prevent toxic effects of stress on telecommunicators as they face live video exposure to callers in crisis.
- In session three, we explored the question of what role Critical Incidence Stress Management (CISM) should play in a new NENA standard establishing a comprehensive PSAP stress program. There was strong agreement that CISM is a vital service within such a comprehensive approach to helping telecommunicators with traumatic stress. We also explored the use of Peer Support teams in PSAPs as currently used in the Charleston County Consolidated 911 Center and southern Ontario, Canada.
- In session four, Kathy O'Conor, wife of NENA President Steven O'Conor and Chairperson of the NENA Family Stress initiative joined me in leading discussion on this question: "How does your 911 work stress affect you, your marriage, your kids, your family life, and what can NENA do to help you?" Rich conversation followed with many outstanding insights and concerns shared, especially on the relationship between 911 pros and their children. (Two family members of 911 professionals were present!)
1 MINUTE UPDATE: January 13, 2011:
Happy New Year to All Members of the 911 Community! As you look back on 2010, I hope that you can see your contributions, your growth, and much reward. May 2011 be a year that brings rich fulfillment in your 911 work and personal lives. And thank you for the ongoing privilege of serving the 911 community--it is an extraordinary honor that I never take for granted.
The Institute goes Full Steam Ahead on March 1! : For several years now, I have been working as a full-time therapist in addition to conducting training in the 911 world. This double duty could only last so long since the demand for 911 training has increased dramatically in the last year. It was time to decide if I would more fully commit to 911 or stay full-time in my local practice. The deeper I go into training dispatchers and working with NENA on trauma and suicide policy, the more passionate I have become about this work. And about how much more there is to do specifically to support the mental health of dispatchers. So, early in 2010, I decided that effective March 1, I will be reducing my counseling load to 10% time, allowing me to go full speed ahead with 911 Training Institute. Here's some of what is ahead...
The Institute's Policy and Training Work are Merging! As I mentioned in the November Update below, I gratefully accepted the invitation to present the full day Pre-Conference training for the Annual NENA TDC/ODC Conference in Nashville, February 6-9, 2011. My course, Post Traumatic Stress in the PSAP will educate 911 directors and other leaders to increase their awareness of, and commitment to fully addressing this enormous challenge. This session will help prepare attendees for the rest of their conference work. As you may know, The TDC/ODC conference is NENA's annual "roll up your sleeves" meeting attended by devoted 911 leaders from all over North America. They join to help shape critical new NENA policies that will guide 911 PSAPs operations into the future. NENA has firmly embraced the Institute's belief that we must address the role of stress in your 911 work life--it's effect on you as a person, a professional, your PSAP and your family. So, as participants move from my training on Traumatic Stress to their working sessions, I will join them to also lend subject matter expertise. Hope to see you there! For more information, click here.
I continue to invite your input regarding how YOU believe stress influences your life in the PSAP, as a frontline telecommunicator, a director, or a supervisor, . To share your opinion, email me. Your ideas and concerns will make a difference as I continue to shape training and influence policy in support of 911 telecommunicators.
To see our training schedule throughout 2011, click here.
MINUTE UPDATE: December, 2010: Merry Christmas, 911 Community!
Enjoy your holidays and visit us in January--good news coming...
MINUTE UPDATE: November 21, 2010:
Great APCO/NENA Conference in Florida...Super Students in Oregon
On the Training Front: we arrived back in Michigan on November 11 after two more great experiences in the 911 Community: so I have people to thank, and good news to share…
OREGON, Department of Public Safety Standards & Training, Nov. 1-4 : A big Thank You to Lieutenant Jan Myers, DPSST Telecommunications Training Coordinator. Lt. Myers, who also serves on our NENA Working Group on Post Traumatic Stress (see September and August Updates below), invited 911 Training Institute to conduct two courses for the state’s 911 telecommunicators, “Survive and Thrive Together (In the Emotional Terrain of the 911 Center”) and Building LifeBridges to Suicidal Callers. The sixty five 911 professionals in these two courses exemplified the truth of our nation’s First first responders—they worked hard and were devoted to building new skills for two purposes: becoming experts in caring for their own mental health (remember? “Put on your own oxygen mask before helping the passenger seated next to you!”); AND mastering management of suicidal calls. (See photos of these two tremendous groups below)
FLORIDA: 2010 APCO/NENA State Chapter Conference, Nov. 8-10. Thanks also to Sargeant Sharon Falcone, M.A, Communications Training Coordinator for Marion County Sherriff who encouraged and facilitated me to join the roster at the 2010 State Conference in Orlando. 911 Training Institute took another step toward its goal of educating the nation’s telecommunicators on the risks posed by Post Traumatic Stress on 911 pros and the toxic effects of acute and chronic stress on Comm Center relationships!
These two well received presentations, “C’mon: We’re Better than This” (Detoxing 911 Relationships) and “PTSD in Your PSAP: 911 Centers as Hotbeds of Psychological Trauma” serve as powerful introductions to two of the most critical issues facing North American PSAPS. If you would like to bring these one hour workshops (or full two day courses on these subjects) to your state Conference in 2011, email me soon.
Congratulations to Sergeant Falcon, Lori VanGilder (retired , now adjunct faculty with APCO Institute) and Rebecca Cash (Department of Health) and the many other Florida 911 pioneers that have helped establish State Telecommunicator Certification in the Sunshine State! This enormous achievement, founded on efforts dating back to 1999, has depended on countless volunteer hours as state leaders canvassed Florida from Tallahassee to Key West building support for certification through education and advocacy . Learning about Florida’s effort reminded me that Throughout North America, similarly dedicated 911 professionals and stakeholders continue striving for best practice through establishment of state 911 standards and certification. Support your state’s efforts by joining APCO or NENA today.
Also consider attending the Annual NENA TDC/ODC Conference in Nashville, February 6-9, 2011 where I'll be presenting the full day Pre-conference course for 911 leaders on Post Traumatic Stress in the PSAP. For more information, click here.
If you're interested in bringing 911 Training Institute to your state chapter APCO/NENA conferences for a pre- or post-conference workshop, or if you would like to host one of our two day courses in your PSAP, email us today.
MINUTE UPDATE: September 29, 2010: 911 Advocacy
What does it really mean to be "ready" for NG911?
As the month begins, my thoughts are increasingly focused on that question. Let me briefly explain my concern: The National NENA Conference in Indianapolis in June featured a Town Hall Meeting on preparing for NG911. I listened as a panel of 911 leaders engaged the audience from throughout North America in discussion about the many complex budgetary, legal, technological, and bureaucratic challenges involved in launching NG911.
Two years ago, Fierce VoIP Newsletter (September 7, 2008) offered the following nutshell description of NG911:
Next generation (NG) 911 technology may be available much sooner than anyone thought, opening up new capabilities for the public and first responders.
Driven in part by the wireless industry, NG 911 IP-based services will enable citizens to reach first responders "any time, anywhere from any device," reports The Telegraph. Today's voice-based processes for reaching public safety will be replaced by a system capable of handling text messages, pictures and videos, as well as delivering pictures and videos to first responder mobile data terminals in police squad cars and fire trucks. (Read more from this source here.)
NG911 can provide amazing gains in the ability of PSAPs to help save lives and successfully manage catastrophe. And still, at the end of the June NENA Townhall meeting, there was one concern burning in my mind that had been left unaddressed. I posed it as a question privately to one of the panel members: "What kind of dialog is happening among 911 leaders about the psychological impacts of NG911 on the person of the dispatcher?" This dedicated 911 leader appreciated the question and affirmed that more formal thought should be invested in this concern. I informed her that NENA is launching a new Working Group on Post Traumatic Stress (see August notes below), and we agreed I'd update her on our progress.
As the co-chair of this group, I will encourage forward thinking about the psychological challenges of NG911. My hope will be that NENA will play a leadership role if providing guidance to North American PSAPs in how to equip dispatchers to deal with the unprecedented stress that new multimedia caller experiences may create.911 professionals will be able to breath easier and work more confidently knowing that we will help prepare them to face this new stress.
My invitation to you: without overreacting or assuming the worst, let's get the conversation going about preparing psychologically for NG911. As you continue learning more about NG911, will you send us your thoughts and help us as we encourage federal and state government leaders to address the stress issues related to this outstanding and helpful technology. I will respond personally to all email sent to Jim@911Training.net. Thank you!
MINUTE FOR August, 2010: The Institute's Work Continues to Grow!
On the Training Front... In August we saw our July goals (see below) becoming reality. Jim launched our new 2 Day "Survive & Thrive: 911 Stress and Relationships!" in Midland, Michigan. We had a terrific group of dispatchers--sharp newbies, mid-career folks and some long-time veterans. Every "student" offered great contributions and their outstanding reviews affirmed that we're on track with this new Survive & Thrive course--we hoped it would take you to an entirely different level in understanding and dealing with Acute, Traumatic, and Chronic stress) AND PSAP Relationships. They agreed! Rebuilt from the ground up based on powerful concepts Jim introduced at the May, 2010 NENA Conference, this 16 hour course can you ahead of the curve anticipating Michigan's upcoming mandatory training requirements on stress management.
In 911 Advocacy... (Training is good, but it's NOT ENOUGH!) We're also thrilled to now publicly confirm that the National Emergency Number Association has launched the NENA Working Group on 911 Stress.This group's task is to build policies and an educational campaign empowering YOU and all your 911 colleagues to prevent, manage, and overcome the toxic impacts of acute, traumatic, and Chronic 911 Stress. Our special thanks to Immediate Past President Craig Whittington and NENA Staffer Rick Jones, NENA Operations Issues Director for hearing our concerns and responding with this formal and broad-reaching leadership initiative. The initiative is "near and dear" to the heart of the Institute and our mission!
Help us make a difference! If you'd like to join Jim and other NENA members from the USA and Canada on the 911 Stress Working Group now being formed, e-mail Rick today! Or to simply "weigh in" on the topic, sharing your views with Jim call him @ 231.881.1434.
MINUTE for July, 2010: Moving Beyond Stress Training
By popular request, I will be launching our new Two Day Survive and Thrive course in August in Michigan, and we invite agencies throughout North America to host this course. But successfully informing the 220,000 dispatchers (in the U.S.A. alone!) about the risks of 911 traumatic stress will take much more than training. That's why we've also been working hard to help PSAP leaders and NENA members recognize the need to intensify education on PTSD and other stress-related problems in 911 Centers. An all-out education campaign reaching every PSAP leader is needed. I am thrilled to report that NENA has affirmed the importance of such a campaign. More to come on this in the months to come.
MINUTE for June, 2010: National NENA Conference a Quality Experience
Changing of the Guard. There were many highlights at the Conference in Indianapolis. Craig Whittington, ENP, stepped down after a successful term as NENA's 2009-2010 NENA President as incoming President Steve O'Conor, ENP, was sworn in. Thank you, Craig for serving all of us so well! And congratulations, Steve!
If you couldn't make it NENA 2010, check out more highlights including YouTube videos here. Also in Indy, I met with Rick Jones, NENA Operations Issues Director, 1st Vice President Rick Galway, ENP, and a cadre of Michigan 911 Leaders to explore the PTSD initiative discussed above (see Minute 1). Visit our site regularly for updates on progress!
MINUTE for May, 2010: Michigan NENA Conference Also Outstanding! Emergency Communications Professionals from around Michigan, joined by Craig Whittington, ENP, counting down the final days of his reign as NENA President enjoyed for several days of excellent presentations, networking, and support at the 2010 Michigan NENA Conference in Lansing. Jim Marshall of 911 Training Institute presented two sessions: "C'mon: We can do Better than This! Detoxing 911 Relationships" and "PTSD in the PSAP: 911 Centers as Hotbeds of Psychological Trauma". The response from dispatchers to Jim's presentations was very positive. He stated: "I felt incredibly encouraged by their support to push on in educating dispatch professionals about trauma. They related strongly to this information! Their expressed need for more knowledge about traumatic stress in the PSAP has deepened my commitment to the 'EMDR for 911 Campaign'." (For more information on this national effort, click here.)
The Institute applauds Michigan NENA President Karen Chadwick, ENP and her planning committee for an incredibly well-run conference. Jim added: "I highly urge all dispatchers to attend their state NENA conferences and become active in the organization. You can help share the future of the emergency communications profession by getting involved in NENA!"
MINUTE for April, 2010: This Spring has been busy Building LifeBridges to Suicidal Callers!
Jim launched the Spring training tour on March 3 and 4, 2010 serving dispatchers from Brown County and surrounding Wisconsin areas. On March 29 and 30, LifeBridges came to Traverse City, Michigan, followed by Lansing, MI on April 19 and 21, and Auburn Heights MI on April 20 (Oakland Community College Dispatch Academy). Most recently Jim returned to Green Bay by request of Brown County Interim Director, Shelly Nackers who stated that enthusiasm among the March course participants prompted many additional requests for this course.
MINUTE for March, 2010: LifeBridges to Become a Two Day Course!
911 Training Institute has carefully reviewed the results of our student evaluations and are thrilled by the response to LifeBridges. By popular request, we have decided to make this core curriculum course a two day experience. This extended format will allow us to include even more great experiential training including new digital audio examples of suicide calls modeling outstanding 911 responses. We will also include an optional critical incident stress debriefing to help attending dispatchers work through recent or lingering traumatic 911 call experiences.
MINUTE for February, 2010: 911 Institute forms Advisory Council
We have had an extraordinary response to our invitation for dispatchers to join 911 Training Institute's Advisory Board which will launch soon. This advisory board will join together dispatch leaders from around the country in the effort to build better policies, processes, and training for 911 telecommunicators managing suicide and high-stress calls. To learn more about the topic areas we will cover click on the For Best Practice and For Your Health tabs above.
The Council membership is selected from among all stakeholders in the 911 Community including front-line dispatchers, PSAP directors, training coordinators, supervisors, and any emergency responders or mental health experts concerned with creating best practice in 911 response to suicidal callers and supporting the mental health of dispatchers who serve them. Council work will be done via email, Skype (as needed) and by phone. If you'd like to join the Advisory Council, email Jim Marshall.
NENA leaders will now review the comments produced in these sessions and decide how best to use them to support or create new NENA initiatives to further the effort to reduce PSAP Stress. If you're interested in learning more about how to get involved in this effort, or to bring 911 Training Institute to your area for stress management training, ! from throughout North America in discussion about NG911 can provide amazing gains in the ability of PSAPs to help save lives and successfully manage catastrophe. And still, at the end of the June NENA Townhall meeting, there was one concern burning in my mind that had been left unaddressed. I posed it as a question privately to one of the panel members: This dedicated 911 leader appreciated the question and affirmed that more formal thought should be invested in this concern. I informed her that NENA is launching a new (see August notes below), and we agreed I'd update her on our progress.As the co-chair of this group, I will encourage forward thinking about the psychological challenges of NG911. My hope will be that NENA will play a leadership role if providing guidance to North American PSAPs in how to equip dispatchers to deal with the unprecedented stress that new multimedia caller experiences may create.911 professionals will be able to breath easier and work more confidently knowing that we will help prepare them to face this new stress. As you continue learning more about NG911, will you send us your thoughts and help us as we encourage federal and state government leaders to address the stress issues related to this outstanding and helpful technology. I will respond personally to all email sent to Thank you! call him @ 231.881.1434. in August in Michigan, and we invite agencies throughout North America to host this course. successfully informing the 220,000 dispatchers (in the U.S.A. alone!) about the risks of 911 traumatic stress will take much more than training. An all-out education campaign reaching every PSAP leader is needed. I am thrilled to report that NENA has affirmed the importance of such a campaign. More to come on this in the months to come. congratulations, Steve! If you couldn't make it NENA 2010, check out more highlights including YouTube videos . Also in Indy, I met with Rick Jones, NENA Operations Issues Director, 1st Vice President Rick Galway, ENP, and a cadre of Michigan 911 Leaders to explore the PTSD initiative discussed above (see Minute 1). Visit our site regularly for updates on progress! Jim launched the on March 3 and 4, 2010 serving dispatchers from Brown County and surrounding Wisconsin areas. On March 29 and 30, LifeBridges came to Traverse City, Michigan, followed by Lansing, MI on April 19 and 21, and Auburn Heights MI on April 20 (Oakland Community College Dispatch Academy). Most recently Jim returned to Green Bay by request of Brown County Interim Director, Shelly Nackers who stated that enthusiasm among the March course participants prompted many additional requests for this course. 911 Training Institute has carefully reviewed the and are thrilled by the response to LifeBridges. , we have decided to make this core curriculum course a two day experience. This extended format will allow us to include even more great experiential training including new digital audio examples of suicide calls modeling outstanding 911 responses. We will also include an optional critical incident stress debriefing to help attending dispatchers work through recent or lingering traumatic 911 call experiences. We have had for dispatchers to join 911 Training Institute's Advisory Board which will launch soon. This advisory board will join together dispatch leaders from around the country in the effort to build better policies, processes, and training for 911 telecommunicators managing suicide and high-stress calls. To learn more about the topic areas we will cover click on the For Best Practice and For Your Health tabs above. The Council membership is selected from among all stakeholders in the 911 Community including front-line dispatchers, PSAP directors, training coordinators, supervisors, and any emergency responders or mental health experts concerned with creating best practice in 911 response to suicidal callers and supporting the mental health of dispatchers who serve them. Council work will be done via email, Skype (as needed) and by phone. If you'd like to join the Advisory Council, Jim Marshall.
