Course Description

Public safety dispatchers who choose to accept a supervisory position are agreeing, whether they realize it or not, to enter the world of risk management. The vitally important skills that they have honed as dispatchers—the ability to multitask, make quick decisions while under stress and communicate with citizens in crisis—will still be foundational to what they do as supervisors, but they will be required to add tools to their toolbox. Today’s increased scrutiny placed upon public safety professionals has not excluded telecommunicators, and supervisors are crucial to limiting liability, maintaining organizational standards and protecting the public trust.

In this webinar, Attorney Matt Dolan will utilize case law and real-world case studies from the world of public safety telecommunications, to illustrate the most common and costly liability issues confronting supervisors in this area and effective strategies to minimize that liability. 

In this webinar, topics covered will include:

  • The 3 most important questions in supervisor liability

                         -  What did you know?

                         -  When did you know it?

                         -  What did you do?

  •  “Inspect What You Expect”—taking on the role of early detection and intervention
  • The Just Cause Doctrine and consistent employee discipline
  • The “Supervisor Liability Balancing Act” between holding employees accountable and respecting employee rights in the workplace


CEO, Dolan Consulting Group

| Chief Harry Dolan (Ret.)

Harry P. Dolan is a 32-year police veteran who served as a Chief of Police since 1987. As one of the nation's most experienced police chiefs, he brings 25 years of public safety executive experience to Dolan Consulting Group. He retired in October 2012 as Chief of Police of the Raleigh (N.C.) Police Department, an agency comprised of nearly 900 employees in America's 42nd largest city.

Chief Dolan began his law enforcement career in 1980 as a deputy sheriff in Asheville, North Carolina and served there until early 1982, when he joined the Raleigh Police Department, where he served as a patrol officer. In 1987, he was appointed Chief of Police for the N.C. Department of Human Resources Police Department, located in Black Mountain. He served as Chief of Police in Lumberton, N.C. from 1992 until 1998, when he became Chief of Police of the Grand Rapids, Michigan Police Department. He served in that capacity for nearly ten years before becoming Chief of the Raleigh Police Department in September 2007. As Chief, he raised the bar at every organization and left each in a better position to both achieve and sustain success.

Harry Dolan has lectured throughout the United States and has trained thousands of public safety professionals in the fields of Leadership & Management, Communications Skills, and Community Policing. Past participants have consistently described Chief Dolan's presentations as career changing, characterized by his sense of humor and unique ability to maintain participants' interest throughout his training sessions. Chief Dolan's demonstrated ability to connect with his clientele and deliver insightful instruction all with uncompromising principles will be of tremendous value in the private sector.

Chief Dolan's unbridled passion to achieve service-excellence is a driving force behind Dolan Consulting Group. He is a graduate of Western Carolina University and holds a Master's Degree in Organizational Leadership and Management from the University of North Carolina at Pembroke.

Course curriculum

  • 1

    Before You Start

    • Consent Questions

  • 2


    • Surviving Verbal Conflict®: Verbal De-Escalation Skills for Telecommunications Dispatchers | Hour 1

    • Surviving Verbal Conflict®: Verbal De-Escalation Skills for Telecommunications Dispatchers | Hour 2