Active Shooter at the Outlets for Telecommunicators at CAPCOG

This dynamic 8-hour course is built for public safety telecommunicators who may one day be the first voice heard in the chaos of an active shooter event. From the first 911 call to the final radio transmission, students will examine the complexities of managing high-stakes incidents from the dispatch center. Using the Allen Premium Outlets shooting on May 6, 2023, as a core case study, this course highlights the realities of real-time decision-making under extraordinary pressure.

Students will examine national trends in active-shooter incidents, including up-to-date FBI statistics and Department of Justice definitions. The curriculum introduces the Five Phases of a Shooter and six behavioral origin types, offering a deeper understanding of what precedes these attacks. These frameworks help dispatchers sharpen their ability to recognize potential red flags and caller cues that might otherwise go unnoticed.

The course also provides a behind-the-scenes look at how communications centers operate during large-scale, high-casualty events. Through interactive discussion and timeline review, students will analyze real 911 audio recordings, staffing models, call-surge strategies, and interagency coordination. Tactical communication techniques, zone management practices, and command-level dispatch responsibilities will be examined in detail.

In the final section, the emotional toll of these incidents takes center stage. Instructors lead open conversations about the mental health challenges telecommunicators face after traumatic calls, including stress fatigue, burnout, and survivor’s guilt. Students will gain practical tools for resilience and learn how to support their peers in the aftermath of critical incidents. Honest dialogue is encouraged as part of the healing and growth process.

This course goes beyond theory, blending real-world audio, video, and instructor insight to prepare telecommunicators for moments that change lives.

Instructor: Chris Laymon

Chris Laymon has thirteen years of experience in emergency communications and began as a first responder at age sixteen. His expertise includes radio communications, 9-1-1 telecommunications, and crisis management. In 2013, he started as a 9-1-1 Dispatcher and later served as a Communications Training Officer and Lead Communications Technician. In 2023, he was recognized for his leadership during the Allen Outlet Mall shooting, receiving the Meritorious Conduct medal and Texas NENA 9-1-1 Team of the Year award. He is an Emergency Number Professional certified by NENA and teaches courses on active shooter response and 9-1-1 dispatch PTSD/STSD. Chris earned degrees in Fire Science Technology and Cybersecurity and is pursuing an Executive Master of Public Service and Administration at Texas A&M University. He volunteers with Texas TERT and Team Rubicon and enjoys hiking, fishing, and woodworking in his free time.

Special Instructions:

Dress Code: To promote a professional training environment, CAPCOG requires proper attire.  Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG. CAPCOG provides training for the Emergency Communication Centers (ECC) in our region at no cost to 9-1-1 telecommunicators and their departments. When space is reserved for a 9-1-1 training class offered by CAPCOG, students or the supervisor who made the reservation must cancel such reservation at least two business days prior to start of the class.

For Questions

Contact Chanita Castilla, CAPCOG. 9-1-1 Training & Public Education Specialist.