Course Description:

This course is designed for 9-1-1 telecommunicators and front-line public safety personnel who may encounter suicidal callers during emergency calls. It provides the tools and confidence to handle these emotionally charged and high-risk situations with professionalism and empathy.

Through a combination of lecture, real-life case studies, and guided discussion, students will learn how to identify key warning signs of suicidal ideation, apply proven communication techniques to build rapport, and manage crisis calls with a focus on caller safety and responder coordination. Emphasis will be placed on understanding mental health dynamics, maintaining call control, and following local protocols.

Topics Include:

• Suicide risk factors and warning signs
• Effective communication strategies for suicidal callers
• Legal and ethical considerations
• Coordinating with responders and mental health resources
• Self-care and emotional impact on telecommunicators