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About the Course
This course is a condensed primer of the specialized five-hour training The Power
of Peer Support. Even the best and most seasoned dispatchers can struggle. More
and more of our PSAPs have experienced major traumatic experiences they didn’t
know how to face. But what happens when your PSAP family is prepared to work
alongside each other as you travel through these hardships? You can prevent
burnout, improve morale, and prevent turnover. Whether your agency is planning to
build a Certified Peer Support Program or not, this introductory course is a great
way to learn about the critical basics and benefits of peer support.
Your Instructor
James W. Marshall, M.A.
Jim Marshall has been a licensed mental health professional in Michigan for over 30
years, specializing in the treatment of traumatic stress and relationships until 2013.
He is now fully devoted to supporting the resilience and performance of 9-1-1
telecommunicators and EMS professionals. Jim founded and directs the 911
Training Institute, an organization dedicated to this mission since 2010. His
innovative courses, conference presentations, resources, and published works
equip 9-1-1 telecommunicators and their PSAP leaders to achieve optimal health,
performance, and morale as people and organizations. He is co-editor of The
Resilient 9-1-1 Professional: A Comprehensive Guide to Surviving & Thriving
Together in the 9-1-1- Center (Amazon). As founding chair of the 9-1-1 Wellness
Foundation (2011-2017), he led advocacy efforts to safeguard the well-being and
quality of life for 9-1-1 professionals. Jim also served as co-chair of the NENA
Working Group that produced the current NENA Standard on Acute/Traumatic and
Chronic Stress. For more information visit www.9-1-1training.net.