This well-researched course offers critical and essential information along with specific guidance and direction on emergency calls ranging from sinking vehicles, hybrid vehicle hazards, kidnappings, home invasions, active & school shooting situations, officer involved shootings, train derailments, and homeland security issues. Front-line employees will greatly benefit from this action-packed course which uses more than four decades of real public safety experience to offer realistic, practical, and proven techniques for responding to and handling a variety of emergency incidents. Throughout the course as we discuss each incident, using a variety of lecture, video, and audio, we will weave a common thread illustrating the need to be prepared and have a plan of action before you get the call. The goals and objectives of the course are to develop and enhance skills and better prepare public safety communicators to respond quickly and properly for those low frequency, high risk type events. Our goal, throughout the course is to build a solid foundation of knowledge, training, and experience, to help students be better prepared to respond to the next critical incident. Previous students have reported that the majority of the topics included were never a part of their agency training and have been able to utilize the memory markers and available resources to be better telecommunicators. We encourage student participation through a variety of methods, including sharing experiences and what lessons were learned. Class involvement is an essential part of the class, and clearly illustrates the usage of all available resources, even those they may not have known they had available to them. This class is frequently updated and includes recent social unrest incidents along with other current high-risk events.