Thousands of telecommunicators across the nation have experienced 911 Training Institute's flagship resilience course, Survive and Thrive Comprehensive Stress Resilience Training. As a deeply trusting relationship formed between Jim Marshall and 911 professionals through the years they not only attended his classes, they urged him to apply his expertise and unique understanding of 911 to create more classes.


Far more than "business as usual"

911 leaders and frontline telecommunicators have "adopted" Jim as a member of the 911 Family. Wherever he goes throughout the U.S. to speak and train, they entrust him to help in their personal struggles too. So he works to bridge them with qualified local mental health professionals to be sure they get the help they need. The Institute now includes a team of experts who join with Jim in creating uniquely qualified 911 education and consulting services to support the health and performance of our Very First Responders here in North America and abroad. Meet our team...

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Jim Marshall, M.A.
Co-Founder and Director

Jim has been a licensed mental health professional for over 30 years and is a leading voice in the 9-1-1 industry for dispatcher wellness. He is co-editor of The Resilient 9-1-1 Professional: A Comprehensive Guide to Surviving & Thriving Together in the 9-1-1 Center. He has served on the Editorial Board of the Journal of Emergency Dispatch and as Co-chair of the NENA Working Group that produced the nation’s only Standard on Acute/Traumatic and Chronic Stress. Jim's courses, presentations, pilot projects, and published works equip 9-1-1 telecommunicators and their PSAP leaders to achieve optimal health and performance as people and organizations in the evolving 9-1-1 center.

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Deborah Gagnon, M.S.
Operations & Training Manager

Deborah oversees all logistical planning for the Institute. She fulfills information requests from 911 center leaders and conference organizers and manages all contracts. She ensures that our hosts and sponsors enjoy an easy partnership in bringing Jim Marshall and his team to their events. 


To explore or book an event, Deborah can be contacted by email, Deborah@911Training.net or by phone: 231.622.1600. 

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Ryan Dedmon, M.A.
Outreach Director
911 Trainer

Ryan is a retired police dispatcher and holds a Master's degree in Forensic Psychology. He is a 911 trainer and writer with an inspiring message, rising from his personal experience on the path to healing from emergency responder stress. Ryan is a California POST-certified Academy Instructor and serves the Regional Criminal Justice Training Center at Golden West College. He has contributed writings to the Journal of Emergency Dispatch, Law Enforcement Today and 9-1-1 Magazine. He blends his education and experience behind the console to help dispatchers recover and grow from post-traumatic stress.

Sara Gilman, Psy.D., LMFT
911 Trainer

Sara is a licensed mental health clinician in California specializing in treatment and education of emergency responders. A former firefighter and EMT, Sara served on the 911 Wellness Foundation as its Mental Health Advisor and is co-author with Jim Marshall of a chapter in a textbook for therapists on "Reaching the Unseen First Responder" (the 911 telecommunicator). Sara is past president of EMDRIA, the international association of clinicians practicing Eye-Movement Desensitization and Reprocessing, an Evidence-Based Treatment for PTSD.   

Kim Ostin
Assistant Manager for Training

Kim is a 911 professional who served the Sterling Heights Police Department for 33 years prior to her retirement in 2015. Kim was a supervisor during her final 10 years and coordinated 911 training. She holds an associate degree in law enforcement and currently serves as the National Executive Council Representative for the Michigan Chapter of the Association of Public-Safety Communications Officials International (APCO). She also co-chairs the Michigan APCO Training Committee and helps organize the annual Fall Conference.  Since her retirement, Kim has worked to bring education, respect and attention to the profession of the 911 telecommunicator. She has found these same desires at the heart of the 911 Training Institute and is excited to be working with Jim Marshall’s team to bring positive learning experiences to our 911 professionals.

John "JJ" Jannette, CMCP
911 Trainer

JJ is known among his peers as a man with a huge heart devoted to making life in the comm center better for everyone. He holds a Bachelor's degree in criminal justice and has served as the Training Supervisor at his consolidated 911 center in Southeast Michigan where he is currently a Shift Supervisor. He has a passion to support the personal growth and professional development of his fellow telecommunicators. The chance for you to spend a day with John Jannette in training is certain to be fun, rewarding, and hugely encouraging— and may even help save or advance your career! So join JJ in the classroom to get fired-up about your profession.