"In emergency response,
every second counts because every life matters.
And every hour of training that a 911 Professional receives can make a Lifetime of Difference for their field responders, the caller, and the 911Pro's own well-being.
guided by expertly designed and delivered training can rock their calls, dispatch with excellence and take great care of themselves. That's a triple win. And that's what 911 Training Institute is uniquely qualified to deliver."
Jim Marshall M.A., Founder & Director
Passionate Clinical and 911 Expertise Devoted to Optimizing the Wellbeing and Peformance of the
THE VERY FIRST RESPONDER
Welcome! Watch Jim's Introduction to the Institute now...
911Pros must stay resilient and excel at managing and dispatching high-risk callers. We equip telecommunicators with science-driven, expertly delivered training. Our goal? To help you optimize self-care, peer support, & your home life; as well as excel as the Very First Responder managing suicide risk, mental illness, and more. In a nutshell...
That's our 911 niche!
Emergency response professionals go to conferences for inspiring sessions and conversation with their colleagues that will empower them in the year to come.
Jim Marshall's keynote and plenary sessions are designed to powerfully catalyze this experience. Sure they'll love it and learn a lot. But they will also...
Mental health professionals have written quite a few books to help firefighters and law enforcement officers. But such a book had never been written especially for 9-1-1Pros until now! The Resilient 9-1-1 Professional is the first comprehensive resource designed to help our Very First Responders Survive & Thrive at work and at home. And it's...
911 Training Institute (911TI) is a division of MasterCare Institute, a clinical and consulting practice specializing in the treatment of traumatic stress and relationships, established by Jim Marshall in 1996. Jim has conducted over 30,000 hours of therapy--a privilege and education that served as the basis for his work in the 911 industry. But his story and the essence of 911TI is intertwined with the story of
a very special telecommunicator...
911TI was first launched in 2010 to fulfill the vision of veteran 911 professional Deborah Achtenberg, ENP (Retired). "Debbie" was a first-generation 911 pioneer who defied the label--"Just a dispatcher" and pushed the envelope: she created SOPs and built hiring and training standards for her agency where none existed. She believed that 911 professionals deserved training in stress resilience and crisis call management--training that was truly designed for them by a mental health expert who understood the telecommunicator's unique role and stressors as
the Very First Responder.
After nearly 20 years of exploring 911 stress together, "Debbie" prevailed on Jim Marshall--her brother, to create Survive & Thrive Together in the 911 Center, the country's first comprehensive, clinically guided Stress Management course.
That was just the beginning...
To host Jim at your agency, conference, or event, please contact or call 231.622.1600. Jim also welcomes correspondence by email at and direct calls: 231.881.1434.
P.O. Box 280, Petoskey, MI 49770