North Carolina Justice Academy

North Carolina Department of Justice

2016 Telecommunicator In-Service: Communicating Effectively with Crisis Callers

Please check our "Available Training" page for the most current status of the course. 

Who Should Attend:

All telecommunicators, (sheriffs, police, emergency service centers, highway patrol, etc.) who are employed or sponsored by an emergency services center. Telecommunicators will receive four (4) credits towards annual 2016 in-service training requirements.

Course Goal:

This lesson plan will give the student useful tools to effectively communicate with a crisis caller in emergency situations.

Course Objectives:

The student will be able to:
1. Define crisis and its stages. 
2. Identify how a crisis caller perceives messages in crisis. 
3. Demonstrate principles of Active Listening and how to apply them to the crisis caller. 
4. Establish guidelines for persons in crisis using de-escalation techniques.


This course employs lecture and discussion.

Course Requirements:

Attendance is required for the entire course session. Testing is required for this in-service training. Participants will be required to score at least 70% on the final exam.


Register for ALL NCJA classes (online, traditional, web-based) on our North Carolina Justice Academy Training Portal. After signing in to the portal, you can view ALL available classes. If you don’t have a portal account, instructions for creating one are located here.





Course Coordinator:

Susan Gillis

Length of Course:

4 hours