This lesson explores how PSAPs manage high-risk, multi-agency incidents through a real-world case study involving an active shooter and jurisdictional challenges. Aimed at 911 Telecommunicators, Supervisors, Trainees, and Public Safety Administrators, the session covers call volume surges, radio traffic issues, and critical decision-making under pressure. Through lecture and group discussion, participants will evaluate operational response, identify areas for improvement, and suggest policy or training enhancements. Key takeaways include the importance of situational awareness, flexible protocols, and strong inter-agency coordination to improve efficiency and responder safety during major incidents.
Learning Objectives:
At the end of this session, participants will bea ble to identify operational challenges during high-call-volume incidents.
At the end of this session, participants will bea ble to explain critical decision-making in caller handling and agency coordination.
At the end of this session, participants will bea ble to describe the structure and role of a PSAP in a multi-agency response
