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

  • February 08, 2021
  • 8:00 AM - 5:00 PM
  • Albany Police Department 2600 Pacific Blvd. SW Albany, OR 97321
  • 11


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Setting the Tone in High Risk Situations:

Crisis Communication for Dispatch Centers

Target Audience:

Disptachers, Call Takers, Communications Supervisors

Sponsoring Agency:

Oregon Peace Officers Association and Albany Police Department

Date and Time:

February 8th, 2021 8:00 a.m. to 5:00 p.m. (7:30 a.m. check-in)


$100 OPOA members
$125 non-OPOA members (membership included if qualified)

Training Location:

Albany Police Department

2600 Pacific Blvd. SW

Albany, OR 97321


Senior Officer Joe Miller, Certified Realistic De-Escalation Instructor

Joe is a 22 year veteran of a large Oregon police department.  Joe serves as a hostage negotiator, defensive tactics Instructor and realistic de-escalation instructor, providing de-escalation training to officers, communications workers and other governmental organizations. Joe is currently assigned to the multijurisdictional Mobile Crisis Response Team, responding to people in the midst of a mental health crisis, providing de-escalation services and referring them to the appropriate level of aftercare. Joe has received two lifesaving awards and numerous commendations for his work with suicidal and  emotionally disturbed citizens.

Andrea Tobin: Andrea began her career as a dispatcher in 1997 and was a Supervisor at Willamette Willamette Valley Communications Center in Salem – Dispatching for Salem, much of Marion County, and Lincoln counties and all of Polk County.  She was also Team lead for their Tactical Dispatch Team and a Tactical Dispatch Instructor.  She is CISD trained, a Trauma Team leader and has attended the FBI Hostage Negotiations Training.  Andrea has completed ICS Training, is currently a Department of Public Safety Standards and Training (DPSST) Instructor and the Oregon APCO Training Committee Co-chair.  A year ago Andrea moved to the Central Lane Communications Center where she is currently the Traning and Development Manager.

DPSST Training Category: Telecommunicator

Brief Overview:

Dispatchers are often the first contact in high risk situations such as hostage events or barricaded suspects. 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 hostage negotiations and an introduction to crisis communication for first responders.  At the end of the course, participants should be able to
  • Participate meaningfully in a hostage/barricade situation
  • Understand tactics and strategies used to create positive behavior change in a barricaded suspect
  • Assess and debrief supervisors and or personnel taking over the scene
  • Understand the physiological and psychological aspects of a crisis incident.
 COVID Information:  Masks are required for this training.  If you are ill, please stay home.

Contact Information:

Avena Glock at (971) 218-7161 or training1@opoa.info.


Business Casual

Lodging Information:


Parking Information:


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

Email:  opoa@opoa.info
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