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Recognizing the Need for CIT Training for Dispatchers & Calltakers

Recognizing the Need for CIT Training for Dispatchers & Calltakers. Houston Police Department Mental Health Unit Rebecca Skillern, M.A., LPC-S Police Officer/Instructor. OVERVIEW.

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Recognizing the Need for CIT Training for Dispatchers & Calltakers

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  1. Recognizing the Need for CIT Training for Dispatchers & Calltakers Houston Police Department Mental Health Unit Rebecca Skillern, M.A., LPC-S Police Officer/Instructor

  2. OVERVIEW • Telecommunicators (i.e., both dispatchers & calltakers) serve as the true 1st Responder – they begin the response when they take the call • Things to consider when the call comes in… • Possible range of emotions • Obtaining vital, relevant information • Are there injuries? • Are there weapons present? • Identification of suspects/consumers/victims…

  3. OVERVIEW (Cont.) • Telecommunicators have a very complex & stressful job function – • Must remain calm & focused • Do their best to ensure the safety of both the caller and the On-Scene 1st Responders • Balancing emotions (caller’s, On-Scene Responder’s, and their own) • Being Poised = control of situation

  4. WHAT’S NEEDED • General Conceptualization & understanding of the following: • “Crisis” – emotionally significant or life altering event • “Intervention” – coming ‘in between’ or modifying • “Crisis Intervention” • “the process of entering into an individual’s life in order to defuse the destructive effects of the unusual stress being experienced, emphasi[zing] the immediate management, rather than resolution, of the crisis.” (Greenstone, J.L.)

  5. What’s Needed (continued) • Simply put…crisis intervention serves as a form of emotionalfirst aid or emergency guidance for basic coping until more significant intervention(s) can be obtained. • A general understanding of the “Big 3” Mental Illnesses and crisis emotionality • An understanding of what On-scene 1st Responders may be encountering

  6. What’s Needed (continued) • Ability to recognize Crisis States &/or Levels of Crisis Intervention • Level 1 – Trigger Stage • Level 2 – Escalation Stage • Level 3 – Crisis Stage • Level 4 – Resolution Stage • Training in • Effective communication skills (i.e., active listening techniques and verbal de-escalation techniques)

  7. What’s Needed (continued) • Suicide Intervention & Prevention techniques • Handling angry or difficult callers • Family Violence related calls • Hostage & Barricade Events • And, of equal significance, an outlet for processing/debriefing after significant crisis calls • Psychological Services access • Peer Support Programs with on-site debriefing teams.

  8. Bibliography Greenstone, J.L.; August 1995. Crisis Intervention Skills Training for Police Negotiators. The Police Chief. Texas Commission on Law Enforcement Standards & Education; 2010. Crisis Communications Course Number 2120.

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