Handling calls from suicidal individuals and those in mental health crisis is one of the most emotionally complex and high-stakes responsibilities of a 9-1-1 professional. This 8-hour, interactive course is designed to equip telecommunicators with the knowledge, tools, and confidence to navigate these critical incidents with empathy, clarity, and tactical communication skills.

The class will explore the full spectrum of suicidal ideation and behavioral health crises, including warning signs, risk factors, common caller behaviors, and special populations such as youth, veterans, and those under the influence. Participants will learn evidence-based best practices for active listening, de-escalation, and maintaining control while building rapport with individuals in crisis. Real call audio and scenarios will be used to highlight effective—and ineffective—techniques.

In the second half of the course, the focus shifts inward, addressing the emotional toll these calls can have on telecommunicators. We'll explore the impact of vicarious trauma, cumulative stress, and the unique weight of "what if" after these emotionally intense situations. Through open conversation, peer exercises, and strategies for resilience, participants will leave with tools to better process the weight of the work and support each other and themselves.

Whether you're new to the headset or a seasoned veteran, this course offers essential tools to better serve those in crisis—and preserve your own mental wellness in the process.

Course Objectives:

1. Identify key warning signs, risk factors, and behaviors associated with suicidal ideation and mental health crises, including those specific to high-risk populations such as youth, veterans, and individuals under the influence.
2. Demonstrate effective communication strategies such as active listening, verbal de-escalation, and rapport-building to engage and support callers experiencing emotional or psychological distress.
3. Evaluate real 9-1-1 call scenarios to recognize both effective and ineffective intervention techniques, and apply evidence-based best practices in simulated crisis interactions.
4. Develop personal strategies for managing the emotional impact of suicidal and high-stress calls, including techniques for processing vicarious trauma, building peer support, and fostering long-term resilience.