The End of the Line: Your Role in Suicide Intervention

Suicide intervention is one of the most impactful interactions an emergency call handler can have with a caller. With the stakes so high, suicide calls can strain even the most experienced dispatchers.

With an estimated 50% of 911 dispatchers answering at least one suicide-related call during their career, knowing what to do when a suicide-related call comes in is vital to a resolution. Proper preparation and training play an equally crucial role in equipping dispatchers to process the mental and emotional toll of these extremely stressful calls.

PowerPhone’s newest course focuses on suicidal calls from the dispatcher’s perspective. The course, titled The End of the Line: Your Role in Suicide Intervention, answers the question of what to do when a suicidal call comes in with interactive content, audio examples from actual calls and expert faculty analysis examining the calls from every angle.


Taking this course will help students learn:

  • Best practices for handling each type of suicide call (found body, first-party suicidal caller, third-party reported suicide attempt)
  • How to build rapport with suicidal callers
  • Helpful questions to ask a caller threatening suicide
  • How to deal with critical incident stress stemming from suicide-related calls


After successfully completing this class, students will be able to:

  • Describe the extent of suicide in the United States and how it impacts their jobs as Telecommunicators.
  • Identify the types of suicide calls that can be received.
  • Discuss what to do when faced with a caller reporting a completed suicide or possible suicide attempt, or a caller threatening suicide themselves.
  • Discuss how to use active listening skills to build rapport with a first-party suicide caller.
  • Identify the possible effects of handling a suicide call.

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