One of 911Now’s top priorities is to help 911 dispatchers cope with and decompress from the effects of stress, enabling them to better handle the pressures of the job. 911Now also strives to enhance the “empathy quotient” felt and expressed by emergency dispatchers. 911Now teaches that an appropriate level of dispatcher empathy can calm distraught, distracted callers and improve the dispatcher’s prospect of quickly obtaining crucial data. Calmer callers and faster retrieval of information means shorter response times.
911 telecommunicators are the unsung heroes in the public service sector; they are the vital link between emergency callers and first responders. 911Now was developed with that in mind. 911Now is a unique psychology-based training that gives 911 dispatchers the critical tools they need when communicating with anxious callers. 911Now also trains dispatchers to understand and be mindful of their own stressors…training that has been proven to actually save money by reducing dispatcher turnover rates. The focus of this proprietary training is EMPATHY, ACCURACY and SPEED. If this training helps telecommunicators manage their own stress, as well as shave seconds off emergency response, then we have succeeded.”
Richard Zlotowitz, 911Now President
Few things are as important to the success of a 911 Call Center as superior dispatcher training. 911Now’s psychology-based training program advances your team’s emergency awareness to a new level of professionalism. This creates a winning situation for both your department and your community.
911Now training provides dispatchers with insight into the psychology of trauma and stress during an emergency call. It arms them with innovative techniques to quickly gather crucial information from anxious callers.
911Now training also equips 911 dispatchers with the ability to identify their own stressors and to adopt strategies to mitigate their emotional and physical responses to the never ending steam of emotionally wrought calls. This training can foster inner-office morale and reduce turnover due to burn-out.
What is 911Now?
911 dispatchers are the critical first point of contact in an unfolding crisis. In an era of rapid advances in communications technology and evolving recognition of cultural sensitivities, it’s time to update and improve our nation’s 911 emergency call techniques. 911Now is an innovative psychology-based program for supplemental training of 911 dispatchers, whether they are new to the position or already on the job. The 911Now program incorporates pioneering research-based insights on how to quickly and accurately gather vital information from callers who are struggling with a potent mixture of panic, anxiety and stress.
Support From the U.S. Congress …
“Communities deserve effective and reliable 911 systems and your work at 911Now is critical to ensuring the advancement of 911 Call Centers and the important dispatchers who work there…” Representative Anna Eshoo, California
911Now is a new program that expands on conventional training for 911 Public Safety Telecommunicators with a focus on the powerful psychological and emotional effects attached to participating in life and death emergency calls. 911Now focuses on stress management, trauma communication, empathy, and team building exercises.