911 Training Institute (911TI) is a division of MasterCare Institute, a clinical and consulting practice specializing in the treatment of traumatic stress and relationships, established by Jim Marshall in 1996. Jim has conducted over 30,000 hours of therapy--a privilege and education that served as the basis for his work in the 911 industry. But his story and the essence of 911TI is intertwined with the story of
a very special telecommunicator...
911TI was first launched in 2005 to fulfill the vision of veteran 911 professional Deborah Achtenberg, ENP (Retired). "Debbie" was a first-generation 911 pioneer who defied the label--"Just a dispatcher" and pushed the envelope: she created SOPs and built hiring and training standards for her agency where none existed. She believed that 911 professionals deserved training in stress resilience and crisis call management--training that was truly designed for them by a mental health expert who understood the telecommunicator's unique role and stressors as
