This telecourse was been developed for in-service training of dispatchers and communication supervisors to assist with handling all types of calls, including some of the most challenging-- those involving critical incidents. The DVD program offers options of 1) Play telecourse in its entirety, 2) Play telecourse as four separate scenario segments, or 3) Select among nine telecourse interaction segments to review key elements and discuss local policies governing calls. Based on the original October 2001 Public Safety Dispatcher II: Meeting the Professional Challenge telecourse program.