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Module 1

Psychological Trauma – Awareness and Understanding

Be prepared and proactive at all stages of stress/trauma.

Emergency Communications staff will learn the definition of trauma, the various responses a healthy human may experience after a traumatic event, followed by assessment and intervention practices to mitigate the negative impacts of trauma and mental illness.


  • Recognize stress as a component of resilience.
  • Develop awareness of the immediate and long-term effects of stress/trauma.
  • Plan proactive strategies to mitigate stress/trauma.
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Module 2

Psychological Trauma – Potential Risks & Strategies

Support peers using the 4Rs Action Toolkit®.

Psychological trauma is explored further – through the application of the 4R Action Toolkit®, fire staff will learn the importance of early recognition and early intervention to prevent a moderate to severe mental health problem from developing.


  • Structure conversations with peers using the 4R Action Toolkit®.
  • Identify signs that may indicate a peer is struggling.
  • Develop communication techniques
  • Modify the 4R Action Toolkit® in crisis situations.
  • Outline supporting a peer’s recovery.
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Module 3

The Trauma Informed First Responder

Improve effectiveness and satisfaction by using a trauma-informed 4R approach with citizens

Emergency Communications staff will develop a basic understanding of mental illness and mental health, and will learn to apply the 4R Action Toolkit® to effectively communicate and appropriately respond to a citizen, colleague, family member experiencing a mental health problem/crisis.


  • Identify components of trauma informed responding.
  • Apply the 4R Action Toolkit® to citizens.
  • Employ techniques to support de-escalation in citizens.
  • Develop techniques for increasing your compassion satisfaction & resilience.
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Module 4

Managing Workplace Stress and Building Resiliency

Mitigate occupational stress and practice personal wellness tools.

Emergency communications staff will explore the risk factors and impact of workplace/life stress and will learn to strengthen their resiliency by building and applying valuable and helpful coping strategies.


  • Define challenges and potential negative impacts of the work.
  • Develop personal tools for building resilience.
  • Identify ways to promote growth after stressors.
  • Apply the 4R Action toolkit® to self.
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