Recognizing the Need for CIT Training for Dispatchers & Calltakers

Houston Police Department Mental Health Unit Rebecca Skillern, M.A., LPC-SPolice 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. Are there injuries? 2. Are there weapons present?3. 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. “Crisis” – emotionally significant or life altering event

2. “Intervention” – coming ‘in between’ or modifying

3. “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. Level 1 – Trigger Stage

2. Level 2 – Escalation Stage

3. Level 3 – Crisis Stage

4. 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. Suicide Intervention & Prevention techniques

3. Handling angry or difficult callers

4. Family Violence related calls

5. Hostage & Barricade Events

And, of equal significance, an outlet for processing/debriefing after significant crisis calls1. Psychological Services access

2. 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.