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Seminar Title:  
Crisis Communications for Dispatchers

DATES:  10/7/2019 through 10/8/2019

INSTRUCTOR(S):  Jack Cambria

LOCATION:  Clearwater Police Department - 645 Pierce Street, Clearwater, FL  33756

HOTEL:  Residence Inn - Clearwater, FL  
Contact Hotel for Current Rates

COURSE REGISTRATION FEE:  $325.00 Includes all training materials, and a Certificate of Completion.

Instructor Bio

Jack J. Cambria, Lieutenant (retired)
Jack Cambria is a recently retired member of the New York City Police Department who has contributed 33 ½ years of exemplary service. He has served for 16 years in the Emergency Service Unit (ESU), whose primary focus is to provide Rescue, Tactical (SWAT), and Counter-Terrorism services to the City of New York. He was assigned to ESU in the ranks of Police Officer, Sergeant and Lieutenant. He has extensive experience and certifications in all facets of these operations, and is a New York State Certified Police Instructor. He holds numerous awards for bravery and dedicated service. He has responded to and served on many high profile assignments such as both World Trade Center disasters, plane crashes, and a variety of hostage and barricade situations, particularly violent and suicidal individuals. He also served as the Rescue Team Manager on the FEMA-Urban Search and Rescue Task Force. Because of his solid foundation of achievements, Jack was assigned to command the agencies elite Hostage Negotiation Team for the last fourteen-years of his career. His duties consisted of coordinating the efforts of over 100 negotiators, who responded throughout New York City to all hostage related assignments. He was responsible for the training and certification of all new negotiators and refresher training of all of the current members of the team. Jack has and continues conducting in-service training for many international, federal, state and local law enforcement and corporate agencies. In 2006, he and two selected members of his team were dispatched to the U.S. Military Base at Guantanamo Bay, Cuba to conduct hostage negotiation training for members of the United States Joint Task Force. He has also served as a technical consultant in the entertainment industry, where he advised on the major motion pictures, ‘The Taking of Pelham 1-2-3,’ ‘Jack Ryan: Shadow Recruit,’ and ‘The Amazing Spiderman II;’ additionally for the television series, ‘Life on Mars,’ ‘Blue Bloods,’ ‘Unforgettable,’ ‘Elementary,’ and ‘The Mysteries of Laura.’ Jack has authored several scholarly articles on negotiations and has achieved his Masters Degree in Criminal Justice. He has served as an adjunct professor at the John Jay College of Criminal Justice (CUNY) and the Empire State College (SUNY) in New York City.


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Course Objectives

Today, approximately 85% of the U.S. is covered by a 9-1-1 system. It is estimated that 99% of the adults living in these covered regions are aware that they should dial “9-1-1” in the event of a crisis situation or medical emergency. Today, emergency telecommunicators (also referred to as dispatchers”) are experiencing an ever-increasing volume of calls, and many of those calls involving some type of critical incident. Various factors such as a rise in domestic violence and other troubling issues, “post 9/11”, higher public expectations, and more have caused this increase.

The need for crisis communication training for emergency telecommunicators is unquestioned. Telecommunicators are best described as the “crisis negotiator” or as the “first person” on the scene of every incident. They perform a complex and stressful job function within law enforcement that range from handling various types of crisis and emergency incidents to performing administrative support tasks.

Telecommunicators must perform these functions while remaining calm, focused, as well as ensuring the safety of the caller and responding personnel. The outcome of emergency situations will depend on the questions asked, the decisions made, and the actions taken.

Telecommunicators are often exposed to a variety of emotions from emergency calls. Remaining poised and calm allows the telecommunicator to be in control of situation. The methods for handling callers in different crisis situations will be discussed throughout this course.


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