RESPOND Training for the Telecommunicator

Recognize, Evaluate, Support, Prioritize, Observe, Navigate, De-escalate

This course is designed to meet the legislative mandate established by TCOLE Rule 221.12, in accordance with Chapter 1701 of the Texas Occupations Code.

A 16 hour actionable framework for telecommunicators to identify mental health needs amidst criminal or public disturbances, communicate with officers or connect to resources, and manage crisis calls effectively.

Every call is more than the words on the screen—it’s the story behind the voice. RESPOND is a specialized class designed for telecommunicators who are often the first to encounter mental health needs hidden within criminal, disturbance, or emergency calls. This course equips dispatchers with the knowledge and skills to recognize when a call is being shaped by unmet mental health needs—even when those needs are not the primary reason for the call.

What Participants Will Learn

• Identifying Mental Health Drivers in Criminal or Disturbance Calls Learn how to spot cues in caller behavior, tone, language, or third-party reports that indicate mental health factors are present.
• Recognizing Unidentified Mental Health Risks to Officers Develop the ability to flag calls where mental health concerns could elevate officer risk, such as unpredictable behavior, substance use, or co-occurring crises.
• Enhancing Call-Taking Awareness Build a framework for assessing when a caller may need mental health awareness or referral, even if the call is coded as criminal in nature.
• Effective On-the-Phone Responses Practice communication strategies that de-escalate, gather critical information, and provide reassurance to callers in distress.
• Communicating Clearly with Officers Learn to relay mental health observations in concise, officer-ready language that enhances safety, situational awareness, and field response.

Mental health needs are often masked within calls coded as disturbance, disorderly conduct, or public safety concerns. Without proper recognition, these calls can escalate quickly, increasing risks for officers, callers, and the community. RESPOND prepares telecommunicators to bridge that gap—ensuring mental health is considered in call handling, officer deployment, and overall public safety strategy. Course Outcomes After completing RESPOND, telecommunicators will be able to:

• Confidently identify and code calls influenced by mental health needs.
• Communicate risk indicators and mental health drivers to officers in the field.
• Apply de-escalation and supportive communication strategies on the phone.
• Contribute to safer outcomes for officers, callers, and communities.