Community Response
DESIGN CHALLENGE:
A brand new government agency was tasked with changing the culture and practice of emergency response in their city.
PROJECT RESULT:
Employees say that the program we designed and deliver prepares them to not only deliver a holistic, empathetic, and informed response to behavioral and mental health-related 911 calls, but also teaches them to understand their colleagues and work together as an aligned team. Many graduates say that this training program is the best they have ever received. 11,000 emergency calls have been diverted from Police to this new team in their first year of operation. The team has responded to 19,427 cumulative calls for service in the same period.
A brand new government agency was tasked with changing the culture and practice of emergency response in their city.
PROJECT RESULT:
Employees say that the program we designed and deliver prepares them to not only deliver a holistic, empathetic, and informed response to behavioral and mental health-related 911 calls, but also teaches them to understand their colleagues and work together as an aligned team. Many graduates say that this training program is the best they have ever received. 11,000 emergency calls have been diverted from Police to this new team in their first year of operation. The team has responded to 19,427 cumulative calls for service in the same period.
DESIGN PROCESS:
Research & synthesis:
Research & synthesis:
- Synthesized community requirements to identify the desired culture of this new organization.
- Defined how to differentiate this new department from police and emergency medical response agencies.
- Interviewed SME's in the related fields to identify best practices.
- Reviewed agency SOP's and worked alongside agency as new SOP's were developed and refined.
- Interviewed professionals delivering similar kinds of community services to understand the challenges they faced.
Ideation, selection & validation based on research findings:
- SonderWorx designed a New Employee Onboarding Training Program that teaches the skills and practices necessary to create a culture and service delivery model that engenders the culture traits of Belonging, Respect and Collaboration. Students learn to apply the learning in the New Employee Onboarding Training Program using live scenario training. The scenario training makes use of professional role-players and facilitator teams who give students individual feedback as they learn. Topics addressed in the training include.
- The Neurobiology of Safety, Threat and Connection
- Conflict Management
- Communication Skills and Verbal De-escalation
- Bias Awareness
- Supporting people experiencing homelessness
- Supporting people who have experienced sexual abuse
- Safety
Book a complimentary Discovery Call with us.
Let's discuss how we can support your agency and help your first responders thrive.
info@CWORXtraining.com • (914) 50-CWORX
California • Colorado • Minnesota • New Mexico • New York
California • Colorado • Minnesota • New Mexico • New York