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Handling Callers with Mental Health Issues

Instruction for Law Enforcement Officers Tuition $199 US SRR Traffic
Srr Traffic courses for law enforcement officers Srr Traffic courses for law enforcement officers

This class will be presented on two (2) succesive days. The same material, by the same instructor, will be presented each day.

Please register accordingly.


Host Agency: Weymouth Police Department
Location of Training:

140 Winter Street

Weymouth, MA 02188


April 30, 2018

May 1, 2018


April 30, 2018

May 1, 2018

7:30AM - 8:00AM

Class Hours: 8:00AM - 4:00PM
Recommended Hotel: TBA
Directions: Please see


This class has been approved by the State 911 Department in Massachusetts

This course looks at the ever-changing roles of 9-1-1 Call-takers and Dispatchers. In today’s society, and especially with call-intake now encompassing the use of electronic devices, the ability for ANYONE to make a 9-1-1 call is limitless.  When the caller is struggling with mental illness, it makes the call intake process much harder.  The course offers some tactics to use in the call intake process, as well as buying time with this caller until a Responder can arrive. This course is designed for use as an overview for information and recognition only and to aid in tactics that may be developed and used. It is NOT designed to replace a professional level diagnostic or treatment tool(s). This course is for information only and NOT designed to replace or supersede any standing SOP’s with your agency.

The responsibility for dispatchers doesn't end with dispatching a call for service. They must be aware that:

Police officers frequently encounter people with mental illness—approximately 5 percent of U.S. residents have a serious mental illness, and 10 to 15 percent of jailed people have severe mental illness. An estimated 7 percent of police contacts in jurisdictions with 100,000 or more people involve the mentally ill. A three-city study found that 92 percent of patrol officers had at least one encounter with a mentally ill person in crisis in the previous month, and officers averaged six such encounters per month. The Lincoln (Nebraska) Police Department found that it handled over 1,500 mental health investigation cases in 2002, and that it spent more time on these cases than on injury traffic accidents, burglaries, or felony assaults. The New York City Police Department responds to about 150,000 “emotionally disturbed persons” calls per year.

Center for Problem-Orientated Police 2016 POP Conference


Workshop Content:

  • Societal Evolution
  • Core Concepts of Crisis Intervention
  • Definitions:
    • Mental Illness
    • Mentally Ill
    • Psychosis
    • Neurosis
    • Drug Addiction
    • Brain Injury
  • Mental Disorders & Suggested Intervention Techniques
  • Mental Status Evaluation Questions
  • Communicating with Alzheimer's or Dementia Patient
  • Communicating with Suicidal Persons
  • Responders who are War Veterans
  • 12 Things to do to de-escalate a veteran in crisis
  • Compassion and Empathy





Instruction for Law Enforcement Officers Tuition $ 199   US SRR Traffic
  Payment: If you wish to pay for this course by means of a credit or debit card, please register for the course first, then return to this page and click on the PayPal icon below and fill in the required information. Thank you.  
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