Catalog

COURSE CATALOG 2024

911 Dispatch Liability                MNA2022-2929        8 hours        Module II (c)
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, develops measures for reducing and/or preventing liability, and considers “best practices” for telecommunicators and supervisors.  Additional discussions cover why people sue, the typical process of a lawsuit, and demonstration of courtroom testimony procedures and pitfalls. The course can be taken as part of the weeklong Advanced 40-Hour Dispatch School or as a one-day standalone course.

Achieving Supervisory Excellence        MNA2022-3166 and MCOLES registered for 302 funds        24 hours    Cont. Ed.
This three-day course is designed specifically for first-line supervisors who direct, motivate, lead, appraise, and discipline others. As a result of coaching, role play, exercises, self-assessments, group discussions, and lecture, participants will leave with new knowledge and skills in: 
•    Setting expectations and holding employees accountable
•    Analyzing and resolving performance problems
•    Improving workplace communication
•    Gaining listening and assertion skills
•    Coaching others for improved work performance
•    Learning behaviors and characteristics of quality leaders
•    The role of motivation in performance

Active Shooter Incidents for Dispatch        MNA201808A        8 hours        Cont. Ed
Active shooter incidents are dynamic situations that pose many unique challenges for public safety communications.  These situations require an enormous response from law enforcement, fire, EMS, various support entities, and communication centers.  As with any type of emergency situation, the telecommunicator plays a vital role in the response to an active shoot incident. This course will provide case studies about several high-profile active shooter incidents, the issues and challenges posed by an active shooter incident, and what role the telecommunicator may play in mitigating the damage.
 
Advanced 40-Hour Dispatch School        MNA2022-2926        40 hours    Module II
Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the areas of Domestic Violence Calls, Suicide Calls, Homeland Security, 911 Dispatch Liability, and Stress Management, meeting all Module II requirements. 

Advanced Alerts & Warnings            MNA2024-4702        4 hours        Cont. Ed.
This course is designed to assist 911 telecommunicators and emergency management personnel in gaining confidence in issuing public alerts and warnings.  An emphasis is placed on selecting the right/best tool(s) for issuing alerts, crafting succinct yet informative messages to change the public’s behavior when an emergency occurs, and understanding the socio-behavioral response to such messages. Attendees will gain an understanding of message planning, analyze message examples, and practice message development in class. 

Advanced Supervision                MNA2022-2687        24 hours    Cont. Ed.
Delving into the complexities of dealing with difficult/problem employees, fostering empowerment of all team members, navigating ethical dilemmas in supervision, mastering project management, improving workplace relationships, and efficiently managing special assignments, attendees will hone their skills in:
•    Effectively addressing challenges posted by difficult employees
•    Empowering employees to be high achievers
•    Cultivating a culture of ethical conduct in the workplace
•    Setting performance objectives for all employees and assisting them in reaching their peak potential
•    Solving problems unique to those employed in police, dispatch, fire, courts and corrections settings
•    Planning and executing departmental projects

Basic 40-Hour Dispatch School            MNA2022-2466 and MCOLES registered for 302 funds        40 hours    Module I
MACNLOW’s Basic 40-Hour Dispatch School utilizes a unique and practical combination of lecture, personal assessment, small group exercises, skill-building exercises, and role play to assist new telecommunicators in becoming highly competent professionals. Course content includes:
Behaviors and Warning Signs of an Active Shooter       MNA2021-2046 and MCOLES registered for 302 funds        4 hours        Cont. Ed.
This four-hour course is designed to offer insight into the behaviors, characteristics, and warning signs of an active shooter prior to an active shooter event. We will examine specific behaviors that may precede an attack and which of those behaviors dispatchers and law enforcement might find useful in identifying, assessing, and managing those who may perpetrate these acts of violence

Changing Face of the Active Shooter        MNA2023-3875 and MCOLES registered for 302 funds       8 hours        Cont. Ed.
Through careful research, statistical information, and case studies, this course will offer insight into the changing profile of the active shooter in America. We will delve into the behaviors, characteristics, and warning signs of an active shooter prior to an active shooter event. We will look at multiple case studies to attempt to understand the changing face of the active shooter and the law enforcement response to these acts of violence.

Delivering Exemplary Customer Service    MNA2022-2447        8 hours        Cont. Ed.
This course is designed to provide information regarding the importance of providing exemplary customer service within the dispatch center. The course will examine best practices for dispatch centers to enhance their skills to provide a positive interaction with the communities and agencies we serve.  Attendees will learn how to reframe communication for improved results, better handle negativity, and enhance cooperation techniques. 

Endurance:  Lessons in Leadership        MNA2024-4557 and MCOLES registered for 302 funds        4 hours        Cont. Ed.
This course discusses and analyzes the exemplary leadership skills of Ernest Shackelton, one of the foremost explorers of the 20th century, who led a group of men on an incredibly dangerous and arduous journey to Antarctica, where their ship was destroyed and they endured nearly two years in sub-zero temperatures before being rescued. We identify seven leadership lessons from Shackleton and why these are still relevant today. Learn how to build a resilient team and lead by example, as well as understand why adaptability, good decision-making, communication, and crisis management skills are critical to success in difficult circumstances. We hope this course will give you some extra motivation and ignite the leader within YOU.

Generational Differences            MNA2021-1586 and MCOLES registered for 302 funds      8 hours        Cont. Ed.
Each generation questions and complains about the perceived values, work ethics and behaviors of other generations.  This course gives an understanding of the forces, events and dynamics that shape each generation and offers strategies for interacting with and supervising Generations X, Y, the Millennials and beyond. Participants will gain new strategies for interacting with and supervising Generation X and the Millennials, an understanding of the values and beliefs held by Generation X and the Millennials, and ideas for blending generations for successful workplace teamwork

Grit & the Value of Critical Thinking: Common Sense & Emotional Intelligence in the Dispatch Center     MNA2023-3874        8 hours        Cont. Ed.
Designed to provide information on “grit” and the power and success of “gritty” people within the dispatch environment, we will define and explore critical thinking and discuss critical thinking skills, problem solving, decision-making skills and attitude as it relates to work inside the dispatch center. The course will examine best practices for telecommunicators to follow when faced with difficult situations and people that require critical thinking skills, problem solving practices, common sense, emotional intelligence and the importance of a positive attitude.

Handling Calls Regarding Missing and Exploited Children       MNA2021-1766        8 hours        Cont. Ed.
When dealing with calls regarding a missing or exploited child, it is imperative that telecommunicators gather information quickly. This course will examine best practices for dispatch centers to follow when receiving calls pertaining to the most vulnerable among us. Discussions include information on the Amber Alert System, Child Sexual Exploitation Classifications, Child Sex Trafficking, Autism and Wandering, and more.

Handling Domestic Violence Calls        MNA2022-2927        8 hours        Module II (a)
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe. The class can be taken as part of the weeklong Advanced 40-Hour Dispatch School or as a one-day standalone course.

Homeland Security for Telecommunicators              MNA2022-2931        8 hours        Module II (e)
A comprehensive overview of Homeland Security to help telecommunicators: define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  This class can be taken as part of the weeklong Advanced 40-Hour Dispatch School or as a one-day standalone course.

Incident Debriefing                 MNA201905D        4 hours        Cont. Ed.
Incident Debriefing is an essential part of identifying the steps in a given incident, learning from the incident, and improving performance for future incidents. This course will highlight the need for Incident Debriefing and will focus on providing an overall plan for post-incident management, including conversational techniques for steering debriefings and utilizing formal or informal debriefings.

Inmate Classification Training      MSCTC      8 hours    
Target students: Corrections staff assigned to Classification Responsibilities. 
This training takes a closer look at the classification system and examines many issues that face jail classification officers every day, regardless of what software program is used in their jail. Jail classification officers will gain a better understanding of the importance of classifying inmates, proper documentation, proper use of the override system and learn how to compile reliable and accurate data on inmates to make informed decisions in the classifying and housing of inmates. They will learn to use their available resources to make defendable decisions on separating, classifying and housing all different classes of inmates.  This course features real life scenarios, videos and best practices that are based on decades of experience, case law and standards set by the Michigan Department of Corrections, in addition to standards set by the National Institute of Jail Operations (NIJO).  

Faculty for this course is Robert Earle, Captain and Jail Administrator, Ingham County Sheriff’s Office. Captain Earle has spent his entire 23-year career working in Corrections, working his way through ranks and assignments. As part of the Sheriff’s Administration, Robert directly supervises 65 Deputies and 8 Command Officers in addition to overall supervision of over 30 civilian & contract employees. Robert is a certified trainer for the Michigan Sheriff’s Coordinating Training Counsel (MSCTC) and is on the MMRMA Corrections Training Advisory Board. He has taught inmate classification for MACNLOW since 2017.

Inmate Classification and the impact on Jail Operations        MSCTC     4 hours
Target students: All Corrections staff, including housing staff and Jail Command
**This class is best suited for a single agency with up to 30 students at a time.  
This training will give an overview of the inmate classification process and explain how the classification system works to support a safe and secure facility while mitigating risk and liability for all Corrections Staff. Class is geared towards Corrections Command and Deputies, not just those assigned to inmate classification. 
 
Housing staff must work in conjunction with those assigned to inmate classification to support the overall safe operation of the jail. Proper documentation and workflows to support housing the right inmate in the right spot at the right time. Every jail staff should understand the classification process, how classification levels and how risk factors impact housing location. Discussion will cover proper documentation, communication between Jail units and explaining the ‘why’ behind industry best practices. 
 
This course features real life scenarios, videos and best practices that are based on decades of experience, case law and standards set by the Michigan Department of Corrections, in addition to standards set by the National Institute of Jail Operations (NIJO). 

Faculty for this course is Robert Earle, Captain and Jail Administrator, Ingham County Sheriff’s Office. Captain Earle has spent his entire 23-year career working in Corrections, working his way through the ranks and assignments. As part of the Sheriff’s Administration, Robert directly supervises 65 Deputies and 8 Command Officers in addition to overall supervision of over 30 civilian & contract employees. Robert is a certified trainer for the Michigan Sheriff’s Coordinating Training Counsel (MSCTC) and is on the MMRMA Corrections Training Advisory Board. He has taught inmate classification for MACNLOW since 2017.
 
Introduction to Fire/EMS Dispatching: Part One       MNA202003A        4 hours        Cont. Ed.
This four-hour course is designed for telecommunicators who have or will have Fire/EMS dispatch responsibilities as part of their daily duties.  Students will be taught concepts, terminology, and challenges associated with Fire/EMS dispatching. The course will discussion work flow, different apparatus used, fireground operations, the different responsibilities of responders, and the complexities of Fire/EMS dispatching.  

Leadership & Coaching            MNA2023-4094 and MCOLES registered for 302 funds        8 hours        Cont. Ed.
This course is designed to provide an overview of the fundamentals of what makes a good leader from a public safety perspective, but this is NOT a theory course.  Your time in the classroom will be spent on instruction, interactive discussions, and practical application of: 
•    Understanding personal and positional power
•    Planning for success, for yourself and those you supervise
•    Setting expectations and holding employees accountable
•    Analyzing and resolving performance problems
•    Values, traits, and characteristics that help leaders earn the respect, confidence, and cooperation of those they serve
•    Learning coaching skills to resolve performance problems
•    Practicing coaching skills in the classroom using realistic scenarios encountered in public safety

Legal Updates        MCOLES registered for 302 funds        4 hours        Cont. Ed.
This four-hour course reviews the latest in Federal and Michigan statutes, case law, and court opinions that affect the law enforcement profession. Keep yourself, your colleagues, and your agency out of trouble by staying on top of changes and developments in the law. Topics covered in the upcoming session include, but are not limited to:

• New Michigan Statutes
• Miranda Updates
• Search and Seizure Updates
• New Michigan and Federal Case Law
• Refresher of Past New Statutes and Case Law
• Opportunity to analyze any local questions you bring

Commander Jason Meier (Novi Police Department) who is also an attorney licensed to practice in Michigan is the instructor for this course. Commander Meier will share his experience and expertise from his dual and ongoing careers to provide an easy-to-understand review that also includes time for questions and answers.  

Negotiations for Dispatch            MNA201905B        4 hours        Cont. Ed.
This course will introduce telecommunicators to crisis negotiations and the roles and responsibilities of the Tactical Dispatcher.  The course covers different phases of the negotiation process as well as specific strategies and techniques that may be used to resolve the crisis.  The course will build upon the skills already possessed by the telecommunicator and will provide tools and techniques needed to assist the Hostage Negotiations team. 

Operation Northern Exposure: A public safety leadership forum           MNA2024-4742 and MCOLES registered for 302 funds        16 hours    Cont. Ed.
Join us for this year’s premier public safety leadership forum shining light on the important issues of individual and organizational leadership and communication. This two-day event brings experts together to share their knowledge and experience to assist in improving the overall operations of public safety agencies and the communities they serve. This year’s program includes the following sessions:
•    Endurance: Lessons in Leadership
•    Using Emotional Intelligence to Achieve Organizational Objectives
•    Preparation, Training, and then Knowing: Lessons Learned from the MSU Critical Incident
•    The Many Faces of Leadership
•    Everyone Communicates, Few Connect

Opioid Crisis and Dispatch            MNA2021-1587        4 hours        Cont. Ed.
While the world focused on the Covid-19 pandemic for 2+ years, the opioid epidemic continued to rage in the United States.  The National Institute on Drug Abuse reports that opioid-involved overdose deaths rose from 21,088 in 2010 to 47,600 in 2017 and remained steady in 2018 with 46,802 deaths and then a significant increase in 2019 to 49,860 overdose deaths. Overdose calls can happen at any time in 911 operations, and this course enables the dispatcher to learn more about the history of opioids, substance abuse and addiction, and how the opioid epidemic affects law enforcement, EMS and the dispatcher. 

Police Supervision        MNA2022-3166 and MCOLES registered for 302 funds        24 hours    Cont. Ed.
This three-day course is designed specifically for first-line supervisors who direct, motivate, lead, appraise, and discipline others. As a result of coaching, role play, exercises, self-assessments, group discussions, and lecture, participants will leave with new knowledge and skills in: 
•    Setting expectations and holding employees accountable
•    Analyzing and resolving performance problems
•    Improving workplace communication
•    Gaining listening and assertion skills
•    Coaching others for improved work performance
•    Learning behaviors and characteristics of quality leaders
•    The role of motivation in performance

Professional Policing    MCOLES registered for 302 funds    24 hours    Cont Ed.
Policing in America is complicated and we, as a profession, have been tasked to do it better than ever before. 
This course teaches valuable practices and behaviors you can use to ensure your success as a professional.  The legitimacy of the individual officer and organization come from the contacts the officer has on a daily basis.  The way you look, act and communicate all matter.  At the conclusion of this course, attendees will be able to:

• Recognize their attitude, integrity, and pride in the profession and how these affect their ability to work successfully with the public;
• Identify “Moments of Truth” that set the tone for each interaction;
• Identify the five (5) ways the public evaluates police services;
• Practice using reflective listening skills in a critiqued classroom situation;
• Learn new ways to build citizen rapport; and,
• Develop positive non-verbal and vocal behaviors for dealing with citizens with an emphasis on verbal de-escalation as evidenced by their critiqued practicing of these skills in role play.

Psychology Behind School Shooters        MNA2021-2246 and MCOLES registered for 302 funds        8 hours        Cont. Ed.
We all hope that a school shooting incident will not take place in our jurisdiction, but we know all too well that no community is exempt from violence. We must continue to do all we can to be prepared when it does happen.  This course provides an intense look at the psychology behind a school shooter with a focus on ways in which a school shooting might be prevented, but ultimately to mitigate injuries and/or loss of life by being prepared and educated should the worst-case scenario take place.

Robb Elementary School Shooting: Investigation, Evaluation & Analysis     MNA2022-3448 and MCOLES registered for 302 funds        8 hours        Cont. Ed.
This course is designed to provide information regarding the circumstances and events leading up to and surrounding the Robb Elementary/Uvalde School Shooting. We delve into the incident with a comprehensive classroom discussion of the facts to help further understand the events and apply what can be learned moving forward.

Staying on Top of Your Profession        MNA2020-1263        8 hours        Cont. Ed.
This course is designed to keep experienced dispatchers abreast of best practices and call handling techniques in difficult suicide calls and volatile domestic violence calls, examine cultural diversity and how bias may affect their job performance, discuss ways in which they can reduce mistakes and liability on the job, and motivate them to improve personal health, performance and teamwork in the dispatch center.  

Staying Safe within the Walls        MSCTC        8 hours
Coming Spring 2025
Target students: All staff assigned to safety & security of the Correctional Facility
This class will explore the many dangerous situations Corrections Officers find themselves when they work within the walls of a Correctional Facility. The class will cover tactical situations, inmate behavior and interactions with the inmate population. Students will understand the importance of documentation and staying away from pit-falls that can get themselves and their agencies in trouble. Also covered will be the professional relationships with co-workers, supervisors, support staff and those that visit inmates in the jail. Understanding the viewpoint of our Criminal Justice partners will foster better outcomes for agencies, inmates and the public we serve. Student will have in-depth discussions on real life scenarios, videos and best practices that are based on decades of experience, case law and standards set by the Michigan Department of Corrections.  Other topics covered include: Jail funnel; special relationships; downing a duck; duty to intervene; conduct and interactions with co-workers; the role of the supervisor; off-duty conduct. 
Click here to be placed on our notification list when the class is first scheduled in Spring 2025.

Stress Management                MNA2022-2930 and MCOLES registered for 302 funds        8 hours        Module II (d)
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing, preventing, and heading off stress.  This course can be taken as part of the weeklong Advanced 40-Hour Dispatch School or as a one-day standalone class.

Suicide Calls:  Helping the Caller and the Telecommunicator      MNA2022-2928        8 hours        Module II (b)
We utilize this day to help participants assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  This course can be taken as part of the weeklong Advanced 40-Hour Dispatch School or as a one-day standalone class.

Surviving Critical Incidents            MNA2024-4317        4 hours        Cont. Ed.
Taught by a seasoned law enforcement officer who has been in the field during numerous types of critical incidents while relying on the calm voice and directive response given over the radio, this course is designed to prepare telecommunicators to respond to a critical incident call, whether it involves an active assailant, mass casualty, or any other type of high-stress or traumatic incident. It will give insight into how even the most trained and seasoned responders – including dispatch, law enforcement, and others - may become overwhelmed during the incident and may struggle to cope post-incident. We will discuss how training, practice, and mental conditioning will ultimately be what will drive our best response to these types of calls. 

Swatting                    MNA2024-4316        4 hours        Cont. Ed.
This course is designed to provide information regarding the proliferation of swatting and the impact on dispatch, law enforcement, and communities. It will give an overview of the history of SWAT, the origins of Swatting, as well as how and by whom Swatting is executed. With a review of some case studies and the FBI Swatting Database, the course will examine best practices for dispatch centers to respond to these types of calls to provide a proper response to the communities and agencies we serve.

Tactical Dispatching                MNA201905C        4 hours        Cont. Ed.
This four-hour course will serve as an introduction to Tactical Dispatching. Students will learn the roles and responsibilities of a Tactical Dispatcher and gain an understanding of the ICS and NIMS structure and systems.  The primary objective of the course is to illustrate the importance of the Tactical Dispatcher's function within the command structure and provide tools to assist responders in a tactical environment.