Under the Headset: Stress, Trauma, and Resiliency for Comm Center Professionals- Troy

Hosted by the Troy Police Department in Troy, Michigan. This course is registered with MCOLES and eligible for use of Law Enforcement Distribution (LED) funds per PA 302 of 1982 and/or Continuing Professional Education (CPE) funds per PA 203 of 1965.

911 dispatchers, call-takers, and comm center supervisors absorb trauma on every shift. They hear things no one should hear, manage chaos on behalf of others, and then go home and do it again tomorrow. Most receive little to no formal support for what that does to them over time.

This course changes that. Under the Headset gives comm center professionals a direct, honest look at the stress and trauma inherent in the job and delivers practical, research-grounded strategies for building the resiliency to sustain a long, healthy career.

Thomas Gillan, Certified Law Enforcement Trainer, guides participants through the full scope of comm center wellness, from the realities of the profession and its culture to concrete tools for managing stress, processing trauma, and building resiliency that holds up under pressure. Training Force USA is proud to partner with the Troy Police Department to bring this course to Troy, Michigan.

What You'll Learn

• The realities of the comm center profession and the culture around it, including the lack of formal support most telecommunicators receive

• The unique stress profile of comm center work and how it accumulates over time

• How repeated trauma exposure affects performance, relationships, and physical health

• Recognizing the signs of burnout, compassion fatigue, and secondary traumatic stress

• Communication strategies for high-pressure, emotionally charged calls

• Resiliency frameworks designed specifically for public safety telecommunicators

• Concrete tools for managing stress and processing trauma, built to hold up under pressure

• How to seek support, use available resources, and build a personal wellness plan

• Research-grounded strategies for sustaining a long, healthy career in the comm center

• What supervisors can do to build a culture of wellness within the comm center

Your Instructor

Thomas Gillan is a Certified Law Enforcement Trainer and Criminal Justice/Public Safety Instructor with decades of experience developing curriculum and delivering training for some of the most respected organizations in the field, including the Florida Sheriff’s Association, the Florida Attorney General’s Office, FDLE, the Florida Department of Corrections, the FBI National Academy, and law enforcement agencies across the country. He has been formally recognized by the FBI, the U.S. Attorney’s Office, the U.S. Marshal Service, the Federal Air Marshals, the Bureau of Prisons, and the Department of Homeland Security.

Who Should Attend

911 dispatchers, call-takers, comm center supervisors, and public safety telecommunicators at all levels, along with communications directors and agency administrators responsible for retention and workforce wellness. Comm centers depend on people who absorb trauma every shift and often receive little formal support for it. Agencies feel that gap in burnout, turnover, and people who leave the profession early. Sending a telecommunicator or supervisor gives your center practical tools for managing stress and trauma, and gives supervisors a clear picture of what they can do to build a culture of wellness.

Date and Time: Monday, March 1nd, 2027, 8:00 PM to 5:00 PM

Location: Troy Police Department, 4850 John R Rd Troy Michigan 48085

Cost: $249/pp

Payment Options

Credit card online, purchase order, or check payable to Training Force USA, 7769 McClure Dr, Tallahassee, FL 32312.

Cancellations and Substitutions

Registrations are confirmed upon submission and participants are responsible for payment regardless of attendance. Substitutions are welcome at any time by phone, email, or online. If minimum enrollment is not met to support instructor travel, the class will transition to a live online format so all registered participants can still attend.

Questions

Phone: 850-556-4544 | Email: will@trainingforceusa.com | www.trainingforceusa.com