Research, Training & Results for Dispatchers

Customized Communication Training for Public Safety Professionals

Dr. Heidi Kevoe-Feldman, Ph.D., EMD, is a Professor in the Department of Communication Studies at Northeastern University, Boston, a TEDx speaker and co-author of the book Crisis Talk: Negotiating with Individuals in Crisis. She specializes in emergency communication, focusing on the interactions between emergency communication call takers and citizens in low-frequency, high-stake encounters.

Dr. Heidi analyzes conversations that happen in real time to identify how call takers manage interactional problems such as caller resistance, emotional outbursts, and unexpected medical emergencies that block or delay the timely provision of service. Her evidence-based training contributes to policy change on caller management practices and enhanced quality assurance for emergency communication management.

Read more about Dr Heidi Feldman

Work with Dr Heidi 911

  • Complimentary 1:1 Introduction Call

    Schedule a call to learn about our research & training for your agency.

  • Group Training

    Schedule a group training for your agency to learn our research & practices for quality assurance.

  • Call Analysis

    Work with Dr. Heidi on customized communication responses for your emergency calls.

“Language is the primary resource for showing that we understand one another.”

— Dr. Heidi Feldman

Media Spotlight

Watch and learn about our book “Crisis Talk” - hosted by Dr. Jon Sutton, Editor of The Psychologist