Recognizing the Need for CIT Training for Dispatchers & Calltakers
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Transcript 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
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
1.
2.
3.
Are there injuries?
Are there weapons present?
Identification of suspects/consumers/victims…
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
WHAT’S NEEDED
General Conceptualization & understanding of the
following:
1.
2.
3.
“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.)
What’s Needed (continued)
Simply put…crisis intervention serves as a
form of emotional first 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
What’s Needed (continued)
Ability to recognize Crisis States &/or Levels
of Crisis Intervention
1.
2.
3.
4.
Level 1 – Trigger Stage
Level 2 – Escalation Stage
Level 3 – Crisis Stage
Level 4 – Resolution Stage
Training in
1.
Effective communication skills (i.e., active listening
techniques and verbal de-escalation techniques)
What’s Needed (continued)
2.
3.
4.
5.
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
1.
2.
Psychological Services access
Peer Support Programs with on-site debriefing teams.
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.