Catalog

MACNLOW COURSE CATALOG 2026

911 DISPATCH LIABILITY              
SNC approved: MNA2022-2929 (live); MNA2025-6073 (hybrid)
Meets all Module II (c) requirements; 8 hours
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, develops measures for reducing and/or preventing liability, and considers “best practices” for telecommunicators and supervisors.  Additional discussions cover why people sue, the typical process of a lawsuit, and demonstration of courtroom testimony procedures and pitfalls. The course can be taken as part of the week-long Advanced 40-Hour Dispatch School or as a one-day standalone course.

ACHIEVING SUPERVISORY EXCELLENCE        
SNC approved: MNA2022-3166 (live); MCOLES registered for 302 funds        
Continuing Education; 24 hours
This three-day course is designed specifically for first-line supervisors who direct, motivate, lead, appraise, and discipline others. As a result of coaching, role play, exercises, self-assessments, group discussions, and lecture, participants will leave with new knowledge and skills in: 
•    Setting expectations and holding employees accountable
•    Analyzing and resolving performance problems
•    Improving workplace communication
•    Gaining listening and assertion skills
•    Coaching others for improved work performance
•    Learning behaviors and characteristics of quality leaders
•    The role of motivation in performance

ACTIVE SHOOTER INCIDENTS FOR DISPATCH     
SNC approved: MNA201808A (live); MNA2025-5985 (hybrid)
Continuing Education; 8 hours
Active shooter incidents are dynamic situations that pose many unique challenges for public safety communications.  These situations require an enormous response from law enforcement, fire, EMS, various support entities, and communication centers.  As with any type of emergency situation, the telecommunicator plays a vital role in the response to an active shooter incident. This course will provide case studies about several high-profile active shooter incidents, the issues and challenges posed by an active shooter incident, and what role the telecommunicator may play in mitigating the damage.
 
ADVANCED 40-HOUR DISPATCH SCHOOL      
SNC approved: MNA2022-2926 (live); MNA2025-6108 (hyrid)
Meets all Module II requirements; 40 hours
Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the areas of Domestic Violence Calls, Suicide Calls, Homeland Security, 911 Dispatch Liability, and Stress Management, meeting all Module II requirements. 

ADVANCED ALERTS & WARNINGS
SNC approved: MNA2024-4702 (live); MNA2025-6113 (hybrid)
Continuing Education; 4 hours
This course is designed to assist 911 telecommunicators and emergency management personnel in gaining confidence in issuing public alerts and warnings.  An emphasis is placed on selecting the right/best tool(s) for issuing alerts, crafting succinct yet informative messages to change the public’s behavior when an emergency occurs, and understanding the socio-behavioral response to such messages. Attendees will gain an understanding of message planning, analyze message examples, and practice message development in class. 

ADVANCED SUPERVISION
SNC approved: MNA2022-2687 (live)
Continuing Education; 24 hours
Delving into the complexities of dealing with difficult/problem employees, fostering empowerment of all team members, navigating ethical dilemmas in supervision, mastering project management, improving workplace relationships, and efficiently managing special assignments, attendees will hone their skills in:
•    Effectively addressing challenges posted by difficult employees
•    Empowering employees to be high achievers
•    Cultivating a culture of ethical conduct in the workplace
•    Setting performance objectives for all employees and assisting them in reaching their peak potential
•    Solving problems unique to those employed in police, dispatch, fire, courts and corrections settings
•    Planning and executing departmental projects

BASIC 40-HOUR DISPATCH SCHOOL
SNC approved: MNA2022-2466 (live); MNA2025-6065 (hybrid); MCOLES registered for 302 funds
Meets all Module 1 requirements; 40 hours
MACNLOW’s Basic 40-Hour Dispatch School utilizes a unique and practical combination of lecture, personal assessment, small group exercises, skill-building exercises, and role play to assist new telecommunicators in becoming highly competent professionals. Course content includes:
     Day 1:   Welcome to Dispatch
                   Duties and Responsibilities, Dispatcher Roles, Technology, Integrity and Responsibility
     Day 2:   Professional Interpersonal Communication   
                   DiSC Behavioral Profile, Listening Techniques, Call Control Skills, Stress Handling Techniques
     Day 3:   Radio Communications
                   Police/Fire/EMS calls, Emergency v Non-Emergency calls, Interoperability, Incident Command
     Day 4:   Call Intake and Call Handling     Day 5:   Skill Building, Client Services, and Telephone Etiquette
                   Skill building using all techniques & information from the week; serving the public, law enforcement, fire & EMS; doing the job well & politely, making all of us look good!

BEHAVIORS AND WARNING SIGNS OF AN ACTIVE SHOOTER      
SNC approved: MNA2025-2046 (live); MNA2025-6067 (hybrid); MCOLES registered for 302 funds
Continuing Education; 4 hours
This four-hour course is designed to offer insight into the behaviors, characteristics, and warning signs of an active shooter prior to an active shooter event. We will examine specific behaviors that may precede an attack and which of those behaviors dispatchers and law enforcement might find useful in identifying, assessing, and managing those who may perpetrate these acts of violence.

CHANGING FACE OF THE ACTIVE SHOOTER
SNC approved: MNA2025-3875 (live); MNA2025-6118 (hybrid); MCOLES registered for 302 funds 
Continuing Education; 8 hours
Through careful research, statistical information, and case studies, this course will offer insight into the changing profile of the active shooter in America. We will delve into the behaviors, characteristics, and warning signs of an active shooter prior to an active shooter event. We will look at multiple case studies to attempt to understand the changing face of the active shooter and the law enforcement response to these acts of violence.

COMMUNICATION TRAINING OFFICER
SNC approved: MNA2025-5356 (live)
Continuing Education; 32 hours
Written by the curriculum experts at The Cardinal Group 2 with classroom instruction provided by the outstanding faculty at MACNLOW Associates, our CTO program offers a modern, evidence-based alternative designed not to eliminate trainees but to build them into successful, long-term employees. It is founded on a "build success" mindset, equipping your Communications Training Officers (CTOs) with the tools to protect your investment and cultivate highly competent, resilient dispatchers. The Cardinal+MACNLOW CTO program is a comprehensive course that transforms experienced dispatchers into exceptional trainers, coaches, and mentors. It is designed to be seamlessly integrated into any existing CTO training model, enhancing its effectiveness without requiring a complete overhaul of your current structure. The curriculum is built on a foundation of adult learning principles, modern communication strategies, and legally defensible evaluation techniques.

CURIOSITY: IGNITE IT FOR PERSONAL AND PROFESSIONAL GROWTH
SNC approved: MNA2024-5079 (live); MNA2025-6109 (hybrid)
Continuing Education; 8 hours
Transforming your idea of curiosity, this course will demonstrate how curiosity keeps you engaged on the job, establish how it fosters both professional and personal growth, and highlights how curiosity plays a role in the dispatch environment. We examine the importance of innovative thinking, discuss how to develop and practice curiosity, review exercises to boost your curiosity, and explore the benefits of having a “curious” mind.

DELIVERING EXEMPLARY CUSTOMER SERVICE
SNC approved: MNA2025-2447 (live); MNA2025-5986 (hybrid)
Continuing Education; 8 hours
This course is designed to provide information regarding the importance of providing exemplary customer service within the dispatch center. The course will examine best practices for dispatch centers to enhance their skills to provide a positive interaction with the communities and agencies we serve.  Attendees will learn how to reframe communication for improved results, better handle negativity, and enhance cooperation techniques.

ENDURANCE: LESSONS IN LEADERSHIP
SNC approved: MNA2024-4557 (live); MNA2025-5988 (hybrid); MCOLES registered for 302 funds
Continuing Education; 4 hours
This course discusses and analyzes the exemplary leadership skills of Ernest Shackleton, one of the foremost explorers of the 20th century, who led a group of men on an incredibly dangerous and arduous journey to Antarctica, where their ship was destroyed and they endured nearly two years in sub-zero temperatures before being rescued. We identify seven leadership lessons from Shackleton and why these are still relevant today. Learn how to build a resilient team and lead by example, as well as understand why adaptability, good decision-making, communication, and crisis management skills are critical to success in difficult circumstances. We hope this course will give you some extra motivation and ignite the leader within YOU.

ESTABLISHING COMMAND: ESSENTIAL LEADERSHIP IN MASS CASUALTY / ACTIVE ASSAILANT INCIDENTS
MCOLES registered for 302 funds and 2026 CPE credit
Continuing Education; 8 hours

This course emphasizes the necessity of establishing command at every incident. The Incident Commander role is not defined by rank, but by the leadership required to manage the scene. From burglaries and armed robberies to active assailants and barricade/hostage situations, every response requires a clearly identified commander. Leadership opportunities often arise unexpectedly, and when they are not accepted, the entire team is impacted. Public safety is a team effort—we succeed or fail together.

This course will demonstrate how public safety professionals of any rank can establish command and coordinate an effective response. It will reinforce that early accountability of personnel and disciplined resource management are key predictors of incident outcomes. In mass casualty and active assailant events, stopping the threat is only the beginning. The critical work that follows—treating and transporting casualties, initiating the investigation, clearing structures, evacuating civilians, reunification, and managing crime scene protocols—can take hours, days, or even weeks.

Students across all ranks and disciplines will strengthen their effectiveness through a shared understanding of the Incident Command System (ICS), enabling a more unified and consistent response. This course is designed to narrow the gap between entry-level responders and the most experienced leaders by clearly defining what it means to command a scene.

EVOLUTION OF THE RESPONSE TO ACTIVE SHOOTERS        
SNC approved: MNA2024-5061 (live); MNA2025-6068 (hybrid)       
Continuing Education; 4 hours
This course highlights the changes in the response to active shooters through the years. We examine the historical responses to several high-profile active shooting events and explore the changing thinking about the response to modern day shootings. We discuss the role that dispatch plays in this ever-changing landscape and how multi-discipline training can benefit everyone involved within the framework of the new response tactics. 

GENERATIONAL DIFFERENCES
SNC approved: MNA2025-1586 (live); MCOLES registered for 302 funds
Continuing Education; 8 hours
Each generation questions and complains about the perceived values, work ethics and behaviors of other generations.  This course gives an understanding of the forces, events and dynamics that shape each generation and offers strategies for interacting with and supervising Generations X, Y, the Millennials and beyond. Participants will gain new strategies for interacting with and supervising Generation X and the Millennials, an understanding of the values and beliefs held by Generation X and the Millennials, and ideas for blending generations for successful workplace teamwork

GETTING ALONG WITH (ALMOST!) ANYONE
SNC approved: MNA2025-5571 (live); MNA2025-5989
Continuing Education; 4 hours
This course is designed to provide tools to help you better manage conflicts. We will explore how to use conflict types, personality types, triggers, active listening skills and other tools as vehicles to guide organizational, family, and team unity. By learning your conflict style and the styles of others, you will gain skills to foster stronger communication, prevent (or more wisely navigate) conflict, and nurture more meaningful relationships, both personally and professionally. This course may help you climb the ladder, break through a glass ceiling, succeed as a leader, or simply get along better with your co-workers, friends, and family.  

GRIT & THE VALUE OF CRITICAL THINKING: COMMON SENSE & EMOTIONAL INTELLIGENCE IN THE DISPATCH CENTER
SNC approved: MNA2025-3874 (live); MNA2025-6111 (hybrid)
Continuing Education; 8 hours
Designed to provide information on “grit” and the power and success of “gritty” people within the dispatch environment, we will define and explore critical thinking and discuss critical thinking skills, problem solving, decision-making skills and attitude as it relates to work inside the dispatch center. The course will examine best practices for telecommunicators to follow when faced with difficult situations and people that require critical thinking skills, problem solving practices, common sense, emotional intelligence and the importance of a positive attitude.

HANDLING CALLS REGARDING MISSING AND EXPLOITED CHILDREN
SNC approved: MNA2025-1766 (live); MNA2025-6063 (hybrid)
Continuing Education; 8 hours
When dealing with calls regarding a missing or exploited child, it is imperative that telecommunicators gather information quickly. This course will examine best practices for dispatch centers to follow when receiving calls pertaining to the most vulnerable among us. Discussions include information on the Amber Alert System, Child Sexual Exploitation Classifications, Child Sex Trafficking, Autism and Wandering, and more.

HANDLING DOMESTIC VIOLENCE CALLS
SNC approved: MNA2022-2927 (live); MNA2025-6074 (hybrid)     
Meets all Module II (a) requirements; 8 hours
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe. The class can be taken as part of the weeklong Advanced 40-Hour Dispatch School or as a one-day standalone course.

HOMELAND SECURITY FOR TELECOMMUNICATORS
SNC approved: MNA2022-2931 (live); MNA2025-6077 (hybrid)    
Meets all Module II (e) requirements; 8 hours
A comprehensive overview of Homeland Security to help telecommunicators: define “terrorism;” identify the similarities and differences between “domestic” and “international” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define potential terrorist threats/acts; identify the role of fusion centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  This class can be taken as part of the weeklong Advanced 40-Hour Dispatch School or as a one-day standalone course.

INCIDENT DEBRIEFING
SNC approved: MNA2025-46 (live); MNA2025-6112 (hybrid)   
Continuing Education; 4 hours
Incident Debriefing is an essential part of identifying the steps in a given incident, learning from the incident, and improving performance for future incidents. This course will highlight the need for Incident Debriefing and will focus on providing an overall plan for post-incident management, including conversational techniques for steering debriefings and utilizing formal or informal debriefings.

INMATE CLASSIFICATION TRAINING
MSCTC; 8 hours    
Target students: Corrections staff assigned to Classification Responsibilities. 
This training takes a closer look at the classification system and examines many issues that face jail classification officers every day, regardless of what software program is used in their jail. Jail classification officers will gain a better understanding of the importance of classifying inmates, proper documentation, proper use of the override system and learn how to compile reliable and accurate data on inmates to make informed decisions in the classifying and housing of inmates. They will learn to use their available resources to make defendable decisions on separating, classifying and housing all different classes of inmates.  This course features real life scenarios, videos and best practices that are based on decades of experience, case law and standards set by the Michigan Department of Corrections, in addition to standards set by the National Institute of Jail Operations (NIJO).  

INMATE CLASSIFICATION AND THE IMPACT ON JAIL OPERATIONS  
MSCTC; 4 hours
Target students: All Corrections staff, including housing staff and Jail Command
**This class is best suited for a single agency with up to 30 students at a time.  
This training will give an overview of the inmate classification process and explain how the classification system works to support a safe and secure facility while mitigating risk and liability for all Corrections Staff. Class is geared towards Corrections Command and Deputies, not just those assigned to inmate classification.
 
Housing staff must work in conjunction with those assigned to inmate classification to support the overall safe operation of the jail. Proper documentation and workflows to support housing the right inmate in the right spot at the right time. Every jail staff should understand the classification process, how classification levels and how risk factors impact housing location. Discussion will cover proper documentation, communication between Jail units and explaining the ‘why’ behind industry best practices.  This course features real life scenarios, videos and best practices that are based on decades of experience, case law and standards set by the Michigan Department of Corrections, in addition to standards set by the National Institute of Jail Operations (NIJO). 
 
INTRODUCTION TO FIRE/EMS DISPATCHING: PART ONE
SNC approved: MNA202003A (live); MNA2025-6114 (hybrid)   
Continuing Education; 4 hours
This four-hour course is designed for telecommunicators who have or will have Fire/EMS dispatch responsibilities as part of their daily duties.  Students will be taught concepts, terminology, and challenges associated with Fire/EMS dispatching. The course will discussion work flow, different apparatus used, fireground operations, the different responsibilities of responders, and the complexities of Fire/EMS dispatching.  

LEADERSHIP & COACHING
SNC approved: MNA2025-4094 (live); MNA2025-6072 (hybrid); MCOLES registered for 302 funds and CPE        
Continuing Education; 8 hours
Course is registered and available for recognition under Michigan’s Public Act 302 of 1965 and Continuing Professional Education (CPE)
This course is designed to provide an overview of the fundamentals of what makes a good leader from a public safety perspective, but this is NOT a theory course.  Your time in the classroom will be spent on instruction, interactive discussions, and practical application of: 
•    Understanding personal and positional power
•    Planning for success, for yourself and those you supervise
•    Setting expectations and holding employees accountable
•    Analyzing and resolving performance problems
•    Values, traits, and characteristics that help leaders earn the respect, confidence, and cooperation of those they serve
•    Learning coaching skills to resolve performance problems
•    Practicing coaching skills in the classroom using realistic scenarios encountered in public safety

LEGAL UPDATES
MCOLES registered for 302 funds and CPE       
Continuing Education; 4 hours
Course is registered and available for recognition under Michigan’s Public Act 302 of 1965 and Continuing Professional Education (CPE)
This four-hour course reviews the latest in Federal and Michigan statutes, case law, and court opinions that affect the law enforcement profession. Keep yourself, your colleagues, and your agency out of trouble by staying on top of changes and developments in the law. Topics covered in the upcoming session include, but are not limited to:

• New Michigan Statutes
• Miranda Updates
• Search and Seizure Updates
• New Michigan and Federal Case Law
• Refresher of Past New Statutes and Case Law
• Opportunity to analyze any local questions you bring

Most have heard of “TED Talks” which were designed to share innovative ideas using the slogan “Ideas Worth Spreading” with an emphasis on Technology, Entertainment, and Design. MACNLOW will now offers shorter training sessions (typically 2 hours in length) for public safety professionals called “MAC Messages,” with an emphasis on Mindset, Awareness, and Communication - three fundamentals that drive better decision-making, enhance public safety, and improve performance in every call and every contact. 
 
MAC MESSAGE: AUTISM AWARENESS FOR 911 COMMUNICATION
SNC approved: MNA2026-6915 (hybrid)
Continuing Education; 2 hours
This “MAC Message” provides 911 telecommunicators with practical tools to recognize when a caller or subject may be on the autism spectrum and respond with clarity, patience, and confidence. Participants will learn call-handling strategies to deal with autism-related communication challenges. Through scenario-based practice, they will learn how to adjust questions, gather essential safety information and support callers. This training emphasizes the importance of effective documentation and the dispatcher’s critical role in helping create safe outcomes.

MAC MESSAGE: CONFLICT RESOLUTION 
SNC approved: MNA2026-6196 (hybrid)
Continuing Education; 2 hours
This “MAC Message” is designed to provide an overview on Conflict Resolution within the dispatch center. We will briefly explore some theories, methods and processes involved in facilitating the peaceful ending of conflict, as well as the benefits of effectively managing conflict resolution. A few approaches will be examined, including negotiation and mediation that are aimed at addressing the underlying issues that lead to disputes. Let us help you fine-tune your conflict resolution skills.
 
MAC MESSAGE: EFFECTIVE DEMENTIA COMMUNICATION FOR DISPATCH
SNC approved: MNA2026-6197 (hybrid)
Continuing Education; 2 hours
This “MAC Message” prepares 911 telecommunicators to safely and effectively handle dementia-related calls. Calls involving dementia—whether from the individual affected or a concerned caregiver—can be especially challenging due to impaired memory, judgment, perception, and communication. Callers may sound confused, repetitive, paranoid, or emotionally overwhelmed. Without proper training, these calls may be misinterpreted, increasing risk for callers and responders. Participants will learn to recognize dementia indicators over the phone, use calm and supportive communication strategies, gather critical information despite confusion, and support distressed family members and caregivers. Through real-world scenarios and dispatcher-focused techniques, this training emphasizes safety, empathy, and accuracy to improve outcomes for everyone involved.
 
MAC MESSAGE: HOUSES OF WORSHIP AND THE ACTIVE SHOOTER
SNC approved MNA2026-6198 (hybrid)
Continuing Education; 2 hours
This "MAC Message" is designed to briefly explore active violence incidents in houses of worship, including profiles and motivations of assailants. We will identify two distinct groups of mass shooters, address possible solutions to the problem, examine cases around the United States and compare the United States with the rest of the world. Finally, we discuss the role of dispatch in mass shootings, with an emphasis on those that happen in places of worship.
 
MAC MESSAGE: THIS IS WATER / THE POWER OF CHOICE IN DISPATCH
SNC approved: MNA2026-6194 (hybrid)
Continuing Education; 2 hours
This "MAC Message" brings David Foster Wallace’s timeless wisdom into the dispatch center. It is a brief exploration of awareness, choice, and compassion in everyday life and how that relates to the unique challenges of dispatch. Inspired by David Foster Wallace’s 2005 commencement address at Kenyon College and his book This is Water, we will examine the parable of the two young fish and reflect on how conscious choices shape our happiness, success, and resilience. We will uncover lessons that connect Wallace’s insights to the realities of dispatch work.

NEGOTIATIONS FOR DISPATCH
SNC approved: MNA2025-44 (live); MNA2025-6071 (hybrid)      
Continuing Education; 4 hours
This course will introduce telecommunicators to crisis negotiations and the roles and responsibilities of the tactical dispatcher.  The course covers different phases of the negotiation process as well as specific strategies and techniques that may be used to resolve the crisis.  The course will build upon the skills already possessed by the telecommunicator and will provide tools and techniques needed to assist the hostage negotiations team. 

OPERATION NORTHERN EXPOSURE: A PUBLIC SAFETY LEADERSHIP FORUM
MNA2024-4742 (live); MCOLES registered for 302 funds
Continuing Education; 16 hours
Join us for this year’s premier public safety leadership forum shining light on the important issues of individual and organizational leadership and communication. This two-day event brings experts together to share their knowledge and experience to assist in improving the overall operations of public safety agencies and the communities they serve. This year’s program includes the following sessions:
•    Endurance: Lessons in Leadership
•    Using Emotional Intelligence to Achieve Organizational Objectives
•    Preparation, Training, and then Knowing: Lessons Learned from the MSU Critical Incident
•    The Many Faces of Leadership
•    Everyone Communicates, Few Connect

OPIOID CRISIS AND DISPATCH
SNC approved: MNA2025-1587 (live); MNA2025-6119 (hybrid)
Continuing Education; 4 hours
While the world focused on the Covid-19 pandemic for 2+ years, the opioid epidemic continued to rage in the United States.  The National Institute on Drug Abuse reports that opioid-involved overdose deaths rose from 21,088 in 2010 to 47,600 in 2017 and remained steady in 2018 with 46,802 deaths and then a significant increase in 2019 to 49,860 overdose deaths. Overdose calls can happen at any time in 911 operations, and this course enables the dispatcher to learn more about the history of opioids, substance abuse and addiction, and how the opioid epidemic affects law enforcement, EMS and the dispatcher. 

POLICE SUPERVISION
MNA2022-3166 (live); MCOLES registered for 302 funds
Continuing Education; 24 hours
This three-day course is designed specifically for first-line supervisors who direct, motivate, lead, appraise, and discipline others. As a result of coaching, role play, exercises, self-assessments, group discussions, and lecture, participants will leave with new knowledge and skills in: 
•    Setting expectations and holding employees accountable
•    Analyzing and resolving performance problems
•    Improving workplace communication
•    Gaining listening and assertion skills
•    Coaching others for improved work performance
•    Learning behaviors and characteristics of quality leaders
•    The role of motivation in performance

PROFESSIONAL POLICING
MCOLES registered for 302 funds and CPE
Continuing Education; 8 hours
Course is registered and available for recognition under Michigan’s Public Act 302 of 1965 and Continuing Professional Education (CPE)
Policing in America is complicated and we, as a profession, have been tasked to do it better than ever before. This course teaches valuable practices and behaviors you can use to ensure your success as a professional. The legitimacy of the individual officer and organization come from the contacts the officer has on a daily basis. The way you look, act and communicate all matter. At the conclusion of this course, attendees will be able to:

• Recognize their attitude, integrity, and pride in the profession and how these affect their ability to work successfully with the public
• Identify “Moments of Truth” that set the tone for each interaction
• Identify the five (5) ways the public evaluates police services
• Practice using reflective listening skills in a critiqued classroom situation
• Learn new ways to build citizen rapport
• Develop positive non-verbal and vocal behaviors for dealing with citizens with an emphasis on verbal de-escalation as evidenced by their critiqued practicing of these skills in role play

PSYCHOLOGY BEHIND SCHOOL SHOOTERS
SNC approved: MNA2025-2246 (live); MNA2025-6064 (hybrid);  MCOLES registered for 302 funds
Continuing Education; 8 hours
We all hope that a school shooting incident will not take place in our jurisdiction, but we know all too well that no community is exempt from violence. We must continue to do all we can to be prepared for when it does happen. This course provides an intense look at the psychology behind a school shooter with a focus on ways in which a school shooting might be prevented, but ultimately to mitigate injuries and/or loss of life by being prepared and educated should the worst-case scenario take place.

ROBB ELEMENTARY SCHOOL SHOOTING: INVESTIGATION, EVALUATION, & ANALYSIS
SNC approved: MNA2022-3448 (live); MCOLES registered for 302 funds
Continuing Education; 8 hours
This course is designed to provide information regarding the circumstances and events leading up to and surrounding the Robb Elementary/Uvalde School Shooting. We delve into the incident with a comprehensive classroom discussion of the facts to help further understand the events and apply what can be learned moving forward.

SOCIAL MEDIA AND THE MASS SHOOTER
SNC approved: MNA2025-5304 (live); MNA2025-6115 (hybrid)
Continuing Education; 4 hours
In this class, we examine the ways social media has been used by mass shooters. We will investigate several shooters and analyze their use of social media, to help us identify seven consistent themes surrounding a mass shooter’s social media posts. We will discuss the responsibility of social media companies as well as what others can do, including law enforcement, dispatch, and the general public, in potentially recognizing and mitigating a mass shooter/mass shooting. Finally, we will explore some effects of social media on mental health and empathy.

STAYING ON TOP OF YOUR PROFESSION
SNC approved: MNA2024-1263 (live); MNA2025-5987 (hybrid)  
Continuing Education; 8 hours
This course is designed to keep experienced dispatchers abreast of best practices and call handling techniques in difficult suicide calls and volatile domestic violence calls, examine cultural diversity and how bias may affect their job performance, discuss ways in which they can reduce mistakes and liability on the job, and motivate them to improve personal health, performance and teamwork in the dispatch center.  

STAYING SAFE WITHIN THE WALLS
MSCTC
Continuing Education; 8 hours
Target students: All staff assigned to safety & security of the correctional facility
This class will explore the many dangerous situations corrections officers find themselves when they work within the walls of a correctional facility. The class will cover tactical situations, inmate behavior and interactions with the inmate population. Students will understand the importance of documentation and staying away from pitfalls that can get themselves and their agencies in trouble. Also covered will be the professional relationships with co-workers, supervisors, support staff and those that visit inmates in the jail. Understanding the viewpoint of our criminal justice partners will foster better outcomes for agencies, inmates and the public we serve. Student will have in-depth discussions on real life scenarios, videos and best practices that are based on decades of experience, case law and standards set by the Michigan Department of Corrections. Other topics covered include: jail funnel, special relationships, downing a duck, duty to intervene, conduct and interactions with co-workers, the role of the supervisor, and off-duty conduct. 

STRANGE BUT TRUE STORIES FROM THE DISPATCH CENTER: A CALL HANDLING WORKSHOP
SNC approved: MNA2025-5587 (live); MNA2025-6069 (hybrid)
Continuing Education; 4 hours
A submerged vehicle, an exotic animal on the loose in your community, a farm accident... do you know what questions to ask and how to quickly deploy needed resources? This course is designed to provide you with a foundation of knowledge to help you confidently handle uncommon or rare call types. Through real-world examples, we’ll explore how a variety of unusual calls were managed, evaluate the decision-making processes, and identify additional questions that could have been asked. After reviewing and analyzing select call scenarios, you'll engage in dynamic group exercises that challenge you to apply critical thinking skills and develop action plans. You'll learn to be better able to respond to targeted questions addressing the impact of the call, utilize appropriate communication strategies, standard operating procedures, available resources, and avoid potential pitfalls.

STRESS MANAGEMENT
SNC Approved: MNA2022-2930 (live); MNA2025-6079 (hybrid); MCOLES registered for 302 funds
Meets all Module II (d) requirements; 8 hours
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing, preventing, and heading off stress.  This course can be taken as part of the week-long Advanced 40-Hour Dispatch School or as a one-day standalone class.

SUICIDE CALLS: HELPING THE CALLER AND THE TELECOMMUNICATOR   
SNC approved: MNA2022-2928 (live); MNA2025-6078 (hybrid)
Meets all Module II (d) requirements; 8 hours
We utilize this day to help participants assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  This course can be taken as part of the week-long Advanced 40-Hour Dispatch School or as a one-day standalone class.

SWATTING
SNC approved: MNA2025-4316 (live); MNA2025-6117 (hybrid)
Continuing Education; 4 hours
This course is designed to provide information regarding the proliferation of swatting and the impact on dispatch, law enforcement, and communities. It will give an overview of the history of SWAT, the origins of swatting, as well as how and by whom swatting is executed. With a review of some case studies and the FBI Swatting Database, the course will examine best practices for dispatch centers to respond to these types of calls to provide a proper response to the communities and agencies we serve.

TACTICAL DISPATCHING
SNC approved: MNA2025-45 (live); MNA2025-6070 (hybrid)
Continuing Education; 4 hours
This four-hour course will serve as an introduction to tactical dispatching. Students will learn the roles and responsibilities of a tactical dispatcher and gain an understanding of the ICS and NIMS structure and systems.  The primary objective of the course is to illustrate the importance of the tactical dispatcher's function within the command structure and provide tools to assist responders in a tactical environment.