1. Recognizing the Need for CIT Training for Dispatchers & Calltakers Houston Police Department Mental Health Unit Rebecca Skillern, M.A., LPC-S Police Officer/Instructor

2. OVERVIEW  Telecommunicators (i.e., both dispatchers & calltakers) serve as the true 1 st 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…

3. 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 1 st Responders Balancing emotions (caller’s, On-Scene Responder’s, and their own) Being Poised = control of situation

4. 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.)

5. 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 1 st Responders may be encountering

6. 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)

7. 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 calls 1. Psychological Services access 2. Peer Support Programs with on-site debriefing teams.

8. 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.