Training for 9-1-1 Call Center Employees
The E-911 Program Office sponsors a training program for the staff of the 9-1-1 call centers in King County. This training program supplements the training that employees receive in their centers and focuses on classes that teach how to handle stressful situations and specific types of calls. As this profession can be highly stressful, the goal of this program is to reduce stressors that employees have both at work and in their personal life. This not only improves the quality of life for the employees, but also improves the level of 9-1-1 service provided to the public by reducing the employee turnover rate so more experienced, highly trained, and quality call takers are available to answer 9-1-1 calls.
Classes offered include:
- Conflict Management and Resolution
- Handling Domestic Violence Calls (Basic and Advanced)
- Handling Suicidal Callers and Hostage Negotiations
- ICS, Weapons of Mass Destruction, and Hazardous Materials Incidents
- Learning and Communication Styles
- Survival Techniques for Dispatchers
- Supervisory Workshop
- TTY and Deaf Culture
- Understanding and Dealing with Difficult People
Trainers include experts from various agencies including the King County Sheriff's Office, Valley Regional Fire Authority, King County Emergency Management, Crisis Clinic, Hearing and Speech and Deafness Center, and 9-1-1 professionals with extensive experience.
For questions regarding the E-911 training program, please contact Kayreen Lum.
For non-emergencies, call your local police or fire department or other appropriate agency.
CALL 9-1-1 IN AN EMERGENCY
TTY Relay 711