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Crisis Communication for Dispatch Centers: Setting the Tone in High-Risk Situations

  • January 25, 2024
  • 8:00 AM - 5:00 PM
  • Albany Police Department, 2600 Pacific Blvd SW, Albany, OR 97321
  • 15


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Class Title:

Crisis Communication for Dispatch Centers:  Setting the Tone in High-Risk Situations

Target Audience:

 9-1-1 Telecommunicators and Supervisors

Sponsoring Agency:

Albany Police Department, Thane Training and OPOA

Date and Time:

January 25, 2024  from 8:00 a.m. to 5:00 p.m. (7:45 check-in)


$150 OPOA Members

$175 Non-members  (Includes 1 year OPOA membership to qualified applicants)

Albany Police Department

2600 Pacific Blvd SW

Albany, OR 97321


Joe Miller, Thane Training Concepts, LLC

Joe is a retired police officer with over 15 years of experience serving on the hostage negotiation team and nearly a decade responding to people experiencing a mental health crisis while assigned to the Mobile Crisis Response Team. Joe has been teaching hostage negotiation and crisis communication skills to government agencies, school districts, healthcare facilities, and private industry since 2008. Joe has received three lifesaving awards and numerous commendations for his work with suicidal and emotionally disturbed citizens. 

Andrea Tobin, Central Lane Communications Center

Andrea Tobin began her career as a call taker at Willamette Valley Communications Center. She has worked as a call taker, dispatcher, CTO, Supervisor, and Training Coordinator and now serves as a training manager at Central Lane Communications Center. She also works as a part-time instructor at DPSST training in Basic Telecom, CIT, and Tactical Dispatch.  She has received a meritorious service award, a commitment to excellence award, and an Impact award through APCO, OPOA, and her agency.  

DPSST Category: General, Telecommunication

Brief Overview:

Dispatchers are often the first contact in high-risk events such as hostage or barricaded suspects and other crisis situations. From the initial kick-off to the final resolution, the role our dispatch centers take on is vital. Are you ready for the call?

This course will provide an overview of crisis communication skills for use in situations call-takers and dispatchers may encounter such as hostage/barricade incidents and crisis related to mental/behavioral health issues.

Participants will leave this class with a practical set of skills to establish meaningful dialog with a person in crisis to help de-escalate or stabilize angry behavior and provide a safer environment for all parties involved.

Contact Information:

Kim Dorn at (503) 586-8828 or training5@opoa.info.
Business casual.


APD requests attendees park beyond the orange cones in their parking lot to preserve parking for citizens.

Upcoming events

Oregon Peace Officers Association
4190 Aumsville Highway SE | Salem, OR 97317

Email:  opoa@opoa.info
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