ONLINE 911 Emergency Dispatching: Identifying and Responding to Callers experiencing Behavioral Health Crises

2024-04-04
ONLINE with convenient ZOOM Platform

Instructor: Lieutenant Charlie Hartnett (Medford PD)

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From 10:00am to 2:00pm
Registration: 10:00am

This 4 hour ‘online’ course will teach dispatchers how to identify calls from those experiencing a mental health crisis and how to respond to needs of the caller by dispatching appropriate help or handing off a call to the Massachusetts Behavioral Health Hotline.

The following will be discussed:

1.     Identify and describe the five stages of a behavioral health crisis call.

• The Event: What is a mental health crisis?
• 9-1-1 Call: How was the call received? From the person experiencing the crisis, 2^nd party caller, referral from 9-8-8, referral from the Massachusetts Behavioral Health Hotline?
• Dispatcher Response: How did the dispatcher handle the call? Were they able to identify the call appropriately? Did they de-escalate the caller? Did the dispatcher stay on the call throughout the event?
• Dispatcher Decision: What resources were utilized? Was police, fire, and/or ambulance dispatched? Was a BRU dispatched? Was the call referred to the BHHL?
• Outcome of the Event: Analyze and debrief on outcomes of crisis calls to improve performance.

2.     Identify and utilize resources available to the dispatcher and know when it is appropriate to utilize each.

3.     Understand the difference between different behavioral health resources.

4.     Understand signs and symptoms of mental health disorders and co-occurring disorders.

5.     Recognize when signs and symptoms represent a behavioral health crisis.

6.     Possess the skills to de-escalate individuals while dispatching the appropriate response.

7.     Analyze and debrief on outcomes of crisis calls to improve performance.

8.     Identify, understand, and respond to crisis response system deficits.

9.     SAMHSA video on a Behavioral Health Crisis call

10.  We will discuss Behavioral Health symptoms versus crisis

·         Definitions

·         Facts

·         Signs and symptoms of various diagnoses

·         Co-occurring disorders

11.  Lastly, we will discuss the Behavioral Health Resources

• Massachusetts Emergency Services Programs
• Mass Behavioral Health Hotline
• 9-8-8 National Suicide Prevention Hotline
• CIT Trained Officers
• Behavioral Response Units

Register Now

» Offline registration: pheagney@policelegacy.com or call 508-989-9848
» Cost: $179 USD per official.