Research, Training & Results for Dispatchers

Dr. Heidi Kevoe-Feldman | 911 Communication Training & Research

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

  • A woman giving a presentation in front of a slide titled 'Untangling Interpersonal Conflict' with her name, Dr. Heidi Kevoe-Feldman, and affiliation, Northeastern University. She is wearing a patterned dress with a cardigan and gesturing with her right hand. There is a table with a laptop, projector, a glass of water, and a sign in front of her.

    Complimentary 1:1 Introduction Call

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

    Book Now
  • A diverse group of people sitting around a conference table during a meeting with papers, notebooks, and drinks, with a large screen displaying a desktop computer background in the background.

    Group Training

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

    Book Now
  • Group of people gathered around a large conference table in a meeting room, smiling for a selfie taken by a woman in the foreground.

    Call Analysis

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

    Book Now

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

— Dr. Heidi Feldman

Media Spotlight

The BBC logo with three black squares each containing a white letter B, B, and C on a black background.
Yellow book cover titled 'Crisis Talk: Negotiating with Individuals in Crisis' featuring an illustration of headphones and an audio waveform. Authors listed are Rein Ove Sikveland, Heidi Kevoe Feldman, and Elizabeth Stokoe.
A woman standing on stage during a TEDx event at Northeastern University, with the TEDxNortheasternU logo and the 'branches' logo with 'cultivating connections' slogan visible in the background.

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

What Dispatchers Teach us about Talk - Dr. Heidi’s TedX talk spotlights the important work of 9-1-1 Professionals

The Simple Words that Save Lives