SERESA is proud to offer a Citizens Academy to all interested citizens meeting the minimum criteria. The course was developed to allow citizens a behind the scenes look at SERESA and how the local 9-1-1 system works.

The course will run over a seven-week period one night per week for two hours and cover everything from what happens from the first ring of the phone until the last goodbye, the instructors will teach you the variety of duties performed in order to provide emergency responses to citizens. Throughout the course, you will hear actual calls and radio traffic received in our center. You will hear stories of tragedy and loss as well as those of humor and success.

Next Scheduled Citizen's Academy:

Every Thursday
February 21 – April 4, 2013
6:30pm – 8:30pm

Limited background checks will be performed. The Academy attendance will be limited to 50 people with no prior criminal convictions. Applications will be accepted for the academy until February 1st. All applicants will be notified by email of their attendance status.

The Academy is free of charge.

Download the Citizen's Academy application HERE.

Example of things citizens will learn at the academy:


Learn about the structure of SERESA and about our successful municipal consolidation.

Hiring and Training:

Find out what it takes to be hired as a communications operator and the intensive training program dispatchers go through in order to work in the communications center.

Call Taking:

Find out how 9-1-1 calls are directed to SERESA and what happens from the time the call is answered until it is dispatched. Learn when to call 9-1-1. Understand why dispatchers ask a lot of questions and the techniques they use to calm hysterical and irrational callers.

Emergency Medical Dispatching:

Find out what the EMD program is and how it works. Understand dispatching determinants and pre-arrival instructions. Learn about our quality improvement program.

Fire Dispatching:

Understand how fire calls differ from law enforcement calls, learn unique terminology that fire fighters use and the areas they serve.

Law Enforcement Dispatching:

Understand how dispatchers prioritize calls for service. Listen to actual radio traffic and learn how our CAD (computer aided dispatch) makes our job easier

Observation Time:

Citizens Academy participants are given the opportunity to spend time plugged in with a dispatcher and observe calls coming and going.

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Citizen's Academy Training Course PDF file - Download

  • Week One
    • Orientation of SERESA
      • Consolidated 911 Centers - 10 minutes
      • Tour of Center - 15 minutes
      • Equipment overview - 15 minutes
        • CAD
        • Phone
          • Phase I
          • Phase II
        • Radio
      • Hiring Process - 30 minutes
      • Training Process - 30 minutes
    • Two seven minute breaks are built into the schedule
  • Week Two
    • Call Taking Process
      • Current Process
        • General Overview 5 minutes
        • EMD 30 minutes
        • Call Types 30 minutes
        • Prioritization of Calls
        • What is Re-Bidding the Calls
        • Sync and On Star Technology
      • Role-Playing Call Taking 45 minutes
    • Two seven minute breaks are built into the schedule
  • Week Three
    • Future 911
      • Private / Public Partnerships - 15 minutes
      • NG 911 - 45 minutes
        • Cameras
        • Videos
        • Texting
        • Mapping (X, Y, Z coordinates)
      • Middle Class Tax Relief and Job Creation - 10 minutes
      • Act of 2012 / Public Safety Broadband
      • Types of Consolidation of 911 Services - 15 minutes
        • Bricks and Mortar
        • Virtual
        • Partial
    • Two seven minute breaks are built into the schedule
  • Week Four
    • Continuing Education for Dispatch 15 minutes
      • State Mandated Training
      • Liability Issues 30 minutes
      • Stress Issues 30 minutes
      • Missing and Exploited Children
    • What is TERT? 15 minutes
    • What is an ENP? 10 minutes
    • Two seven minute breaks are built into the schedule
  • Week Five
    • SERESA Technical Advisory Committee
      • Police Representative 30 minutes
      • Fire Representative 30 minutes
    • State of Michigan 911 Information 30 minutes
      • National Telecommunications Week
    • Social Media and 911 20 minutes
      • Twitter
      • Facebook
      • What Else
    • Two seven minute breaks are built into the schedule
  • Week Six
    • Radio Dispatching Overview
      • Multi-tasking Phone and Radio dispatcher 15 minutes
        • Law Dispatcher Tasks 15 minutes
        • Fire Dispatcher 15 minutes
    • Role-Playing 65 minutes
    • Two seven minute breaks are built into the schedule
  • Week Seven
    • Graduation

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