PLS Dispatch Pro

Lesson Plan

January 2018

 

PLS Goal

The goal of Police Legal Sciences, Inc. is to strengthen the professional skills of telecommunicators by reinforcing classroom training and supplementing agency-specific practices.

 

LESSON OBJECTIVES

 

General Objective

The objective is to provide insight and instruction to telecommunicators in a "reality-based" context and thereby enhance their skills in the handling of certain types of calls.

 

 

LESSON TOPICS

 

Section 1: A caller is reporting that her granddaughter fell in the pool and is not breathing.

 

This section of the lesson will examine the following aspects of the Target Call:

 

Part I – Fundamental Dispatch Skills

Obtaining Basic Information                              Visualizing the Emergency

Questioning Techniques

 

Part II – Professionalism

Situational Awareness                         Control of the Call

 

Part III – Customer Service

Assurances                            Interpersonal Skills

 

Part IV – Epilogue

Background & Outcome                     Perspectives

 

Part V – Outside the Call

Discussion Questions                           Links to Media

Summary of Key Points

 

Section 2: A caller is reporting that a female is on Twitter threatening to commit suicide.

 

This section of the lesson will examine the following aspects of the Target Call:

 

Part I – Fundamental Dispatch Skills

Obtaining Basic Information                              Visualizing the Emergency

Questioning Techniques

 

Part II – Professionalism

Situational Awareness                         Control of the Call

 

Part III – Customer Service

Assurances                            Interpersonal Skills

 

Part IV – Tracking the Dispatcher's Thinking

Additional Questions & Direction

 

Part V – Epilogue

Background & Outcome                     Perspectives

 

Part VI – Outside the Call

Discussion Questions                           Links to Media

Summary of Key Points

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