Beyond the Call: Teaching Critical Thinking in 911 Communications
Written by: Justin Prescott
AEP Director of Operations
Teaching critical thinking to 911 professionals, particularly as Communications Training Officers (CTOs), is essential for ensuring that dispatchers and call-takers are well-prepared to handle complex situations.
Here's how you can effectively teach critical thinking as a CTO:
Incorporate Realistic Scenarios: Develop and use realistic scenarios in training exercises. These scenarios should mimic the types of emergency calls and situations that 911 professionals will encounter in their roles. Include a range of situations, from medical emergencies to criminal incidents, to ensure comprehensive training.
Simulation Software: Utilize specialized simulation software designed for 911 dispatch training. These tools allow trainees to practice critical thinking in a controlled environment, complete with realistic audio, visuals, and decision-making opportunities.
Role-Playing: Organize role-playing exercises where trainees take on the roles of both the dispatcher and the caller. This helps them understand the perspectives of both sides of the conversation and practice effective communication and critical thinking.
Case Studies: Analyze real-life case studies of emergency calls that required critical thinking. Discuss what worked well in those situations and what could have been improved. Encourage trainees to dissect the decisions made and the reasoning behind them.
Decision-Making Frameworks: Introduce decision-making frameworks and protocols that trainees can follow when faced with different types of emergencies. These frameworks provide a structured approach to critical thinking and guide them through the decision-making process. [insert link to AEP Call taking process tree]
Mentorship and Shadowing: Pair trainees with experienced dispatchers or call-takers for mentorship and on-the-job shadowing. Allow trainees to observe and learn from seasoned professionals who excel in critical thinking.
Feedback Sessions: Provide regular feedback sessions where trainees can discuss their performance in training exercises. Encourage open dialogue about their decision-making processes and help them identify areas for improvement.
Stress Inoculation: Create training exercises that simulate high-stress situations. This helps trainees build resilience and maintain their critical thinking abilities under pressure.
Interactive Workshops: Organize interactive workshops where trainees can collaborate, solve problems, and share their approaches to critical thinking. Learning from peers can be highly beneficial.
Continuous Learning: Emphasize the importance of ongoing education and professional development. Encourage trainees to attend relevant courses, workshops, and conferences to continually enhance their critical thinking skills.
Evaluate Ethical and Legal Considerations: Teach trainees to consider ethical and legal implications in their decision-making process. Critical thinking should also include understanding the boundaries and responsibilities of their role.
Documentation Practice: Stress the importance of accurate and concise documentation during and after emergency calls. Trainees should practice recording essential information efficiently while maintaining their focus on the situation.
Review and Debrief: After each training exercise or shift, conduct thorough reviews and debriefs. Discuss the decisions made, alternatives, and the reasoning behind them. Use these opportunities for continuous improvement.
Remember that teaching critical thinking is an ongoing process. As CTOs, your role is to provide guidance, support, and a structured learning environment that allows trainees to develop and refine their critical thinking skills over time. By incorporating a variety of training methods and consistently promoting a culture of critical thinking, you can help prepare 911 professionals for the challenging and vital work they do.