By Lieutenant (ret.) Glen Mills
The Burlington (Massachusetts) Police Department has been using an innovative training program that benefits both the police and the public by bringing de-escalation training to members of the community.
By combining community engagement with scenario-based training simulator technology, the department ensures that officers respond to fewer volatile calls and more calls where de-escalation efforts have already begun before their arrival.
Pre-arrival de-escalation can decrease the risk to both officers and the public. Additional benefits include increased community engagement, stronger community partnerships and officers enhancing their expertise by teaching de-escalation skills.
Challenges arising from recent events
The COVID-19 pandemic and the murder of George Floyd created unique challenges for police agencies. These challenges include increased demands for police officers to receive more de-escalation training [1], and there have even been calls to entirely remove police officers from responding to people in crisis. [2] There have also been recent increases in the national murder rate [3], the suicide rate, the rate of drug overdoses [4], homelessness [5], and people self-reporting mental health issues. [6]
These factors create more communication challenges and a greater demand for officers and others to skillfully resolve conflict. [7]
The need for new approaches to conflict resolution
Another obstacle to conflict resolution that has been accelerated by the pandemic is that many people today are not engaging in face-to-face communication as often as they did in the past. More screen time and social media usage are not conducive to learning how to resolve conflict in the real world. [8] As each new generation comes along, time spent communicating online increases, and interpersonal communication time decreases. [9] Learning how to effectively resolve conflict is a challenge increasingly faced by younger generations of police officers and the public alike. [10]
Viewing de-escalation as a form of treatment
To meet public expectations in the face of these challenges, new approaches to police de-escalation training are needed. Simply adding more hours of de-escalation training for officers does not necessarily equate to better outcomes. A different approach would be to view de-escalation as a form of “treatment” for people in crisis.
With this outlook, we could consider the delivery of de-escalation “treatment” in similar ways to how we successfully handle other emergencies.
Training the public in de-escalation techniques
One method to obtain better results would be to train members of the public in de-escalation techniques. Teaching community members how to respond to certain types of emergencies before the arrival of professional first responders has been commonplace for many years. Programs such as CPR, First Aid, Stop the Bleed and Until Help Arrives have obvious benefits but are focused primarily on medical emergencies. Mental Health First Aid and Psychological First Aid are specifically oriented toward responding to people in crisis but do not necessarily teach de-escalation skills.
A program focused on training the public in de-escalation techniques could be useful for those in crisis and for more common occurrences where a variety of conflicts arise. Early de-escalation could also be a valuable tool for preventing, rather than responding to, emergencies involving violent aggression or people in crisis.
Leveraging police expertise in de-escalation
Training members of the public in effective de-escalation techniques would ideally require experts in de-escalation to provide the training. Where can we find such experts? We need to look no further than the experienced police officers within our own agencies.
Despite recent narratives suggesting that mental health professionals possess de-escalation skills that far surpass those of police officers, evidence suggests that police are actually very good at de-escalation. [11] Approaching the problem of de-escalating the ever-increasing numbers of people who are in crisis, or who are just angry, with the assumption that police are experts in de-escalation creates new opportunities to address these problems more effectively.
Early de-escalation and its benefits
Most of the volatile situations that police respond to are the result of events that begin to escalate before police arrive. Many people in moments of conflict or crisis can also become increasingly angry or volatile over time. Building rapport and effective de-escalation also takes time. Much like delivering immediate life-saving CPR or First Aid, starting de-escalation earlier in a volatile situation would have obvious benefits. In some cases, it may even be possible to prevent situations from becoming dangerous and volatile by calming people down before violence erupts.
Realizing that early de-escalation could be very helpful and identifying a reliable source of experts who can provide this training then leaves the questions of the best methods to teach these skills and who to focus training efforts on.
The role of scenario-based training simulators
New methods of effective de-escalation training are now available with the advent of realistic, scenario-based training simulators. These high-tech devices allow trainees to experience a wide variety of volatile situations without the danger of gaining real-life experience in the field.
Studies have shown the learning benefits of using training simulators, which include increased engagement, better skill retention and the ability to apply concepts learned through other methods such as lectures. [12] Anecdotal evidence also suggests that people enjoy this method of training, as it allows trainees to safely learn from mistakes and receive immediate feedback from instructors.
These systems also enable one trainer to train multiple people in a wide variety of scenarios without the need for additional instructors or role players. The Burlington Police Department acquired a VirTra V-180 Simulator in 2020 and, after only a few months of using it to train officers in use of force and de-escalation techniques, training officers realized that the system could be effectively used to train civilians in de-escalation techniques. VirTra simulator systems offer several scenarios that do not require the use of any types of weapons or force.
Targeting training to high-need areas
Given the current problem society faces with having so many people on the verge of crisis, nearly everyone would benefit from de-escalation training. However, with limited resources, it is best to provide training to those with the greatest need and who are most likely to encounter situations that need to be de-escalated.
In this case, the data showed that Burlington was experiencing increased calls from the major hospital and the major shopping mall in town. These are two large facilities that have thousands of employees and guests present daily. The local hospital had also recently upgraded to a Level 1 Trauma Facility, substantially increasing the size of its emergency room and the number of emergency mental health beds on-site.
Collaborative training with local facilities
Both facilities have private, unarmed security services, and the management of both facilities enjoys an excellent relationship with their police department. Security managers recognized that their employees were being called upon to deal with a larger number of increasingly volatile situations and jumped at the opportunity to send their people to training that would make everyone safer.
The training program was scheduled for three hours and included lectures on several topics, such as Active Threat/Active Shooter Response, Autism Awareness and Practical De-escalation Techniques. After the lectures, the security officers were brought to the simulator to practice the skills they had learned during the training.
This hands-on experience was eye-opening and memorable for the trainees. They were able to practice their newly acquired de-escalation skills in realistic scenarios, which included a child stealing a candy bar, trespassing skateboarders, various suspicious activity calls, aggressive teenagers, suicidal individuals, a person struggling with homelessness, people with weapons, and a variety of individuals suffering from mental health issues.
Simulated training experience
If the trainees applied what they had been taught, the scenarios would end well. If they did not use good communication techniques, things would go awry. When presented with a weapon, trainees were taught to get themselves and others to safety and to call the police for help. They were also taught basic “Contact and Cover” principles to work as teams, ensuring that only one person spoke while the other oversaw safety. If a trainee put themselves or others in a dangerous situation and things did not go well, they were encouraged to try a different scenario where they could be successful.
A short debriefing followed each scenario, and everyone present was encouraged to participate and share their observations of what had gone right and wrong. At the end of each training session, participants were asked to evaluate the training and offer any ideas or suggestions for improving the program.
Program goals and positive feedback
The primary goals of this program are to benefit security professionals by better preparing them for various types of emergencies, improving their safety habits and providing them with additional verbal de-escalation tools. The program has run 10 times between June 2021 and August 2022, with more sessions scheduled for the future. Officers have provided training while on duty, resulting in little to no cost to the agency.
The feedback from program participants and their supervisors has been overwhelmingly positive. Based on word of mouth, security managers from other shopping malls, hospitals and hotels in the region have sent their staff to attend. Several past attendees have requested to participate in the training again, and their feedback indicates that they found it very helpful in performing their jobs more effectively. All repeat trainees report feeling more confident and knowledgeable. Some have even shared stories of situations where they were able to use the de-escalation skills they had learned in the real world, experiencing better outcomes than they had expected.
Building stronger partnerships and increasing safety
There have been many additional benefits from the program. These benefits include stronger partnerships and increased trust between the Burlington Police Department and the local participating organizations. Private security professionals have been able to safely resolve situations where they might have previously relied on the police. Security professionals feel better trained and more confident in their abilities to handle difficult situations. An increased ability to safely de-escalate situations without police involvement, or before police arrival, enhances the safety of police officers and decreases their workload.
Furthermore, by providing this type of training regularly, police officers enhance their own teaching skills and their ability to train others using the simulator. Teaching is often considered the highest level of learning, and continuous teaching helps police officers improve their skills in the topics being taught, particularly in de-escalation. [13]
Key takeaways
In summary, the Burlington Police Department’s innovative approach to de-escalation training through community engagement and advanced technology has yielded significant benefits. By involving community members in de-escalation training, leveraging the expertise of experienced police officers and utilizing high-tech training simulators, the program has strengthened community partnerships, increased safety and enhanced the skills of both security professionals and police officers.
Here are the key takeaways from this program:
- Police officers can’t de-escalate alone; the community needs to be involved.
- Training community members in de-escalation techniques ensures that many situations don’t get heated in the first place.
- If a situation does require police intervention, this “pre-de-escalation” ensures that the situation is being calmed before police arrive. At the very least, it prevents further escalation by an improper response from those already on the scene.
- Effective pre-de-escalation enhances the safety of officers, the public and those in crisis.
- A similar program can be created with or without a training simulator, but high-tech simulators make the program more manageable with fewer personnel hours and offer more uniform instruction.
- Ultimately, this program will be offered to wider audiences, focusing on those who have frequent contact with the public or work with people under stress. Bartenders, restaurant workers, retail workers, school administrators, counselors, home health workers and medical professionals would all benefit from similar training programs tailored to their needs.
- The department also plans to offer more advanced training so that newer employees receive the basic course while more experienced staff can receive higher levels of training.
- One hands-on opportunity to further enhance training is the use of a training dummy in the simulator area. Burlington police officers can currently practice CPR, tourniquet application, handcuffing and moving patients to safety under stress during simulated scenarios with a 200-pound training dummy. Members of the public could similarly learn first aid and CPR techniques more effectively in simulated scenarios.
- There are few limits to what can be done when combining the latest in training simulator technology with community engagement. This can be done at low cost, and in this scenario, everyone benefits.
References
1. Engel R, McManus H, Herold T. The Deafening Demand for De-Escalation Training: A Systematic Review. IACP, January 31, 2020.
2. Bates J. Defund the Police Movement: Why the Term Has Become Divisive. Time. February 23, 2021.
3. Gramlich J. Violent Crime Is a Key Midterm Voting Issue, but What Does the Data Say? Pew Research Center. Pew Research Center, October 31, 2022.
4. Life Expectancy in the U.S. Dropped for the Second Year in a Row in 2021. Centers for Disease Control and Prevention, August 31, 2022.
5. Lopez G. Homeless in America. The New York Times. July 15, 2022.
6. Johnson SR. Study Shows Rising Demand for Mental Health Treatment during Pandemic. U.S. News and World Report, September 7, 2022.
7. Weiner S. A Growing Psychiatrist Shortage and an Enormous Demand for Mental Health Services. AAMC, August 9, 2022.
8. Rashid, Brian. Two Reasons Millennials Leaders Struggle with Communication and How to Help Them. Forbes Magazine. May 4, 2017.
9. Hill C. Millennials Engage with Their Smartphones More than They Do Actual Humans. MarketWatch, June 21, 2016.
10. Karani NF, Sher J, Mophosho M. The Influence of Screen Time on Children’s Language Development: A Scoping Review. The South African journal of Communication Disorders. AOSIS, February 9, 2022.
11. Graham G. Send a Cop, Not a Social Worker. The Graham Factor, July 18, 2021.
12. Bean M. How Effective Are Training Simulations? Forio, March 1, 2007.
13. Paul AM. The Protégé Effect. Psychology Today. Sussex Publishers, June 13, 2012.
About the author
Lieutenant Glen Mills recently retired from the Burlington (Massachusetts) Police Department. He began his career as a part-time police officer in 1992 and became a full-time officer in 1996. He is the current President of the Massachusetts Association of Crime Analysts (MACA) and Past President of Police Futurists International (PFI). He is Co-Chair of the International Association of Crime Analysts (IACA) Regional Associations Committee and an IACA Certified Law Enforcement Analyst. He has been a speaker at several training conferences and events in the United States and Canada. Glen is currently working as a trainer and consultant and can be reached at glenmills@safetyanalytics.us.