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Welcome to MACNLOW's 911 Dispatch Training!
MACNLOW is awarding a Professional
Dispatcher Award to all Dispatchers who have completed Professional Dispatcher, Advanced
Dispatch and any four of MACNLOW's Specialty Dispatch courses since 2000. Specialty Dispatch courses include: When the 911 Caller Is A Kid, 911 Dispatch Liability, Dispatching Suicide Calls, Dispatching Officer
Down Calls, Handling Domestic Violence Calls, The Samurai Dispatcher™, and Building Exceptional Dispatch Teams.
+SNC Approved Courses
Professional Dispatcher+ / MNA 200803E
Dispatchers
have one of the most difficult jobs in the public sector. Dealing primarily with people who have problems, who are upset,
stressed out and even hysterical, and dispatching persons who are task oriented and sometimes disdainful of the aid dispatchers
give, professional dispatchers often feel stressed and unappreciated. Professional dispatchers need a strong sense of self
and agency commitment in order to deliver high quality performance on the job. Dispatchers will assess their Work Behavioral
Style, develop more effective communication techniques, learn better language choices, distinguish between assertion and aggression,
utilize more effective listening techniques and much more.
Faculty:
Dr. "Mac" McKinnon, CEO of MACNLOW. Trainer and communications consultant for dispatchers in the U.S. for
over 25 years.
Course Comments:
"Active listening and Words to Live
By (Holtz), Conflict Resolution. Well Really - the whole class." Dispatcher Kolleen Hendin, White Lake Twp. Police
Department, MI
"As an experienced dispatcher, it was an eye opener of things I have allowed to lax
in performing my job. Plus, some solutions on dealing with the customer!! Awesome job, Mac." Dispatcher Lisa Jones, Shiawassee County Central Dispatch, MI
"I found the whole class extremely
useful. Almost as important as the content of the class, I found the energy and sense of team to be especially motivational.
It really renewed my sense of purpose in regard to dispatching. I really need to stress how wonderful I thought this class
was - top notch! I've attended classes by several organizations and always left a little disappointed." Dispatcher Stephanie Holt, Midland County Central Dispatch, MI
"The course was very well organized.
I enjoyed learning customer service techniques." Dispatcher Marni Lamb, Chippewa County
Central Dispatch, MI
"Best class in a long time. Great instruction. Building self motivation, self
worth, more positive outlook." Telecommunicator Kip Kridler, Allegan County Central Dispatch,
MI
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| Midland County Central Dispatch |
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Advanced Dispatch+ / MNA 200802E
Professional dispatchers have a high stress job which brings little appreciation for their accomplishments. Cooperating
as a workplace team helps reduce stress and enables dispatchers to develop strong morale. This course enables dispatchers
to assess their stress levels, learn about stress buffers and conductors, and learn techniques and methods for handling stress.
Participants will learn to work more effectively in teams, solve workplace problems in teams, and build better public relations
skills. Workplace scenarios will be discussed.
Faculty: Dr. "Mac" McKinnon, CEO of MACNLOW Associates, trainer and communications consultant.
Where there parts of this course that you saw as particularly
valuable?
"Very much so - stress and how to handle it; teamwork and Game Playing." Dispatcher Michael Treiger, Genesee County Central Dispatch, MI
"Identifying toxic people and
trying to deal with them." Dispatcher Barbara Spagnuolo, Clinton County Central Dispatch,
MI
"Learning my strengths and weaknesses and how to fix them, even with small steps. 21 days to make
a change. I appreciate your time! Thank you!" Dispatcher Stephanie Stevens, Alpena County
Central Dispatch, MI
"Self development guide; how to recognize and understand conductors. I like the
new coverage on Game Playing and ways to deal with it. Way better than role playing!!" Dispatcher
Cheryl Hunt, White Lake Twp. Police Department, MI
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| Chippewa County Central Dispatch |
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| Alcona County Central Dispatch |
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The First U.S. Child Caller Course - When The 911 Caller Is A Kid+ / MNA 200803A
Develop new techniques for establishing the empathy
that invites children to relate to you on the phone. Practice methods that encourage a child to share all of the information
that she or he has available. Develop word choices that fit a child's age so they can understand the questions you ask and
are not led by a "more powerful adult". Examine what voice qualities work best in getting cooperation. Share other
dispatchers' techniques. Actual calls.
Faculty: Dispatcher Chad Gittus, Isabella County Central Dispatch, MI or Dispatch
Supervisor Jenelle Brookins, Livingston County Central Dispatch, MI and Undersheriff Ralph Boudreau, Iosco County
Sheriff's Office MI
Course Comments:
"Different
methods used to 'draw' out information from kids. Making us think of 'constructive' ways to find out where they are, what
is happening, etc." Dispatcher Charlene Williams, Hillsdale County Central Dispatch, MI
"The
role playing helped because it gave me insight as to how other dispatchers and agencies handle calls." Dispatcher Mark Fitzsimons, Cass County Sheriff's Office, MI
"Taped calls with children. Very
useful learning tool to critique." Dispatcher Chuck Peters, Gladwin County Central Dispatch,
MI
"Role playing - getting everyone's thoughts on how they would obtain missing information."
Dispatcher Lorrie Manning, Oakland County Sheriff's Office, MI
911 Dispatch Liability+ /
MNA 201001A
Utilizing several 911 cases which pinpoint various types of liability, this course analyzes
the liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit,
discusses measures for reducing and/or preventing liability and considers Best Practices. Calls will be class critiqued for
best practices.
Faculty: Director
Lisa Hall of Midland County Central Dispatch, MI and Telecommunicator Emergency Response Task Force Coordinator for the State
of Michigan and Lt. Keith Wuotinen, Attorney in civil litigation with Dolenga & Dolenga, PLLC and a lieutenant with Novi
Police Department, MI
Course Comments:
"The
hands on part - what we thought was a thorough answer turned out to have a lot more ideas once presented by instructor. Nice
job in presentation!" Dispatcher Charlene Williams, Hillsdale County Central Dispatch,
MI
"Where liability falls on a personal level. Interaction of other agencies discussing problems."
Dispatcher Loreal Reid, Dearborn Heights Police Department, MI
"How
many different ways to be sued and how, possibly, to avoid them."
Dispatcher James
Sylvester, Cass County Sheriff's Office, MI
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| Genesee County Central Dispatch |
Building Exceptional Dispatch Teams+ / MNA 200811A
Teamwork
improves employee satisfaction and morale, creates dynamic, motivated teams and enhances dispatch productivity. When people
work as teams the synergistic effect of "two heads are better than one" almost always functions for a higher level
of decision making. Teamwork enhances the cooperative effort needed for the really difficult calls that demand "all hands
on board" and reduces the stress and the after effects.
Faculty:
Dr. "Mac" McKinnon, MACNLOW CEO, has 34 years of team building experience for police,
dispatch, banking, medical, academics, and Fortune 500 company personnel.
Course Comments:
"Yes, good suggestions for cross-generational team building through
analysis of differences and similarities across generations." Dispatcher Charles Marsh,
Auburn Hills Police Department, MI
"Overall program is great - very much enjoyed the 'call' video on
generation differences." Dispatch Leader Dreama Arnett, West Bloomfield Twp. Police Department,
MI
"It was very helpful that the instructor is so knowledgeable of dispatch centers. Also, understanding
the differences in the thinking of the four generations." Dispatcher Kim Rowland, Ann
Arbor Police Department, MI
"The Team Effectiveness Critique was a great way to take a glance at how
our center ranks." Emergency Communications Technician Amanda Burren-Priebe, Ingham County
Central Dispatch, MI
"The section about the four work generations was very insightful. It helped me
to clarify my 'Gen X' and the 'Boomers' that I work for as well as the 'Millennials' that work for me." Dispatch Supervisor Heidi Williams, East Lansing Police Department, MI
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| Clinton County Central Dispatch |
Dispatching Officer Down Calls+ / MNA 200705E
Listen
to dispatchers discuss their own officer down calls and several others. Develop the best habits for responding, understand
fight or flight syndrome, learn the color codes, find out the top 10 things your police officer needs from you. Hear from
an experienced officer who has had several "fatal force" encounters. With officer in-line of duty deaths up to 38%
in 2010, knowledge of how to handle these calls is crucial. Numerous calls.
Faculty: Dispatch Supervisors Marcie Seyfried and Jenelle Brookins, Livingston
County Central Dispatch, MI, and Sergeant Joseph Platzer, Port Huron Police Department, MI
Course Comments:
"Use of calls was very instrumental in the instructing of this
class. I would recommend this class to others. Everyone did a great job. Joe was very interesting to listen to, kept my attention
and made the class real. I enjoyed their openness and sharing. Thank you!" Supervisor Christopher Karish, Ottawa
County Central Dispatch, MI
"Listening to the different dispatch calls and also group discussion.
Talking to the sergeant to get his perspective. This class should be mandatory for all new hires." Dispatcher Lori Best, Waterford Twp. Police Department, MI
"It was great to hear from the dispatchers
that took the calls and the officer involved in a call. Three very good speakers! Highly recommend this course to others!"
Dispatcher Michell Hartsell, Cass County Sheriff's Office, MI
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| Ottawa County Central Dispatch |
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| Grand Rapids Police Department |
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Dispatching Suicide Calls+ / MNA 200706E
The suicide
call is one of the most dreaded calls for a dispatcher. With teenage female suicides up 76% however, it is likely that one
of these calls will come to you. This course offers the skills and "thinking patterns" to help you handle these
calls successfully. Listening capability, psychological considerations, ways to keep your thinking healthy, suggestions for
keeping the caller talking, questions that are critical, and methods that have proved effective for others are all covered
in this course.
Faculty:
Dispatcher/Fire Captain David McInally, Van Buren Twp. Police Department, MI and/or Dispatcher Sandie Gieber, Portage Police
Department, MI
Course Comments:
"The
role playing was helpful and sharing stories/information was great. Great class, too! Loved it!" Senior Dispatcher Tammy MacMaster, Chippewa County Central Dispatch, MI
"I attended a different
suicide program a few years ago. Today's program was so much more informative, interactive and interesting. Nice job, David!"
Dispatcher Charlene Williams, Hillsdale County Central Dispatch, MI
"Instructor
was very good at getting group involved and keeping them involved." Dispatcher Michell Hartsell, Cass County
Sheriff's Office, MI
"Things were easy to take in. Been to others where I left depressed and wondering
why I do my job. This one got the point across without being dramatic. It gave me hope." Dispatcher
Lori Thoma, Marquette County Central Dispatch, MI
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| Canton Twp. Department of Public Safety |
Handling Domestic Violence Calls+ / MNA 200608E
This eight hour hands-on course will give new and experienced dispatchers a greater understanding of the domestic violence
call and the psychological ramifications for the call taker. Topics will include: the "right" questions to ask;
what not to say; the dynamics of domestic violence; the use of empathy; the dispatcher's role in the responding officer's
safety, and a deeper understanding of what it means to be the victim.
Faculty: Dispatch Supervisor Bonnie Morton, Isabella County Central Dispatch, MI
and Detective Sergeant Michael Phillips, East Lansing Police Department, MI
Course Comments:
"I enjoy the recordings - good/bad. And I also appreciate Mike and Bonnie
sharing personal experiences with domestic violence." Public Safety Officer Holly Harp,
Auburn Hills Police Department, MI
"I really liked the different ways that were demonstrated to help
deal with child callers. It also helped me know how to be more empathetic to callers." Dispatcher
Lisa Frantz, St. Clair County Central Dispatch, MI
"I like listening to actual calls and going over
them. Every call is different; every call should be handled differently. I liked all the speakers - kept things rolling and
interesting. All very knowledgeable." Dispatcher Lorrie Manning, Oakland County Sheriff's
Office, MI
The Samurai
DispatcherTM+ / MNA 201011A
The Samurai DispatcherTM
affirms the critical nature of the dispatch job. It teaches a specific "honor" code for dispatchers to apply when
doing the job, analyzes the dispatcher's personal best, demonstrates how to develop more effective dispatch habits, teaches
methods for handling conflict and clarifies professional and personal values that affect attitude, competency and interpersonal
relations. Because people burn out, lose heart, pick up bad habits or just plain adopt a "bad attitude", they need
a course that reminds them and renews them. This is it!!
Faculty:
Dr. Murlene "Mac" McKinnon, has 25 years of dispatcher training - since her first course
for Kent State University to her current training across the U.S.
Course Comments: This is a brand new course!
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| Samurai Dispatcher Problem Solving Group |
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| Ottawa County Central Dispatch |
+SNC Approved Courses
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