Provides communication center professionals with tools and strategies to recognize, manage, and mitigate the effects of stress, trauma, and critical incidents, while fostering resilience and emotional wellness in high-stress work environments.

This course is specifically designed for emergency communication center professionals, including 911 dispatchers, call takers, and support personnel, who face unique occupational challenges due to exposure to traumatic calls, high-pressure environments, and continuous multitasking demands.

Participants will explore the physiological and psychological effects of cumulative stress, vicarious trauma, and critical incidents commonly encountered in communication centers. The course addresses the real impacts of shift work, long hours, and emotional labor, emphasizing the importance of self-awareness, peer support, and a strong organizational wellness culture.

Attendees will gain practical tools for managing stress, building individual resiliency, and creating healthy coping mechanisms. The training will also provide strategies for leadership and supervisors to support staff wellness, reduce burnout, and promote mental health in the workplace.

• Understanding the nature and impact of cumulative stress, critical incident stress, and vicarious trauma.
• Recognizing signs and symptoms of emotional distress, compassion fatigue, and burnout.
• Developing individual resilience and healthy coping mechanisms.
• Stress management tools for the communication center environment.
• The importance of peer support and wellness culture in high-stress teams.
• Leadership’s role in promoting staff wellness and reducing burnout.
• Practical techniques for emotional regulation and mental wellness.
• Strategies for supporting colleagues through stress and trauma.

This course will be most valuable to the following groups of law enforcement: 

• 911 dispatchers
• Call takers
• Emergency communications center professionals
• Supervisors and leadership in communications centers
• Other public safety personnel involved in emergency communications

8 hours

May be eligible for TCOLE credit

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  TRAINING FORCE USA
  3681 Loma Farm Road, Tallahassee, FL 32309