"A Victim's Plea; a 9-1-1 Call for Excellence" Chicopee, MA 09/25/2026

Overview:

In this powerful and immersive full-day course, students will be taken on an emotional journey through the tragic events surrounding the kidnapping, rape, and murder of Denise Amber Lee. Guided by Denise’s husband, Nathan Lee, founder and President of the Denise Amber Lee Foundation, this class provides a deeply personal and professional perspective on the critical 9-1-1 failures that unfolded that day.

Through an in-depth retelling of Denise’s story by Nathan Lee himself, participants will gain a firsthand understanding of the heartbreaking events and the vital lessons that emerged from this tragedy. The course will examine the role multiple 9-1-1 centers played during the incident, analyzing successes and failures to highlight the importance of consistent excellence in emergency communications.

Students will explore key themes such as leadership, training, and the critical need to foster a culture of accountability and empowerment within communications centers. Additionally, participants will engage in real-world scenario exercises and group discussions designed to reinforce the life-saving importance of their roles as dispatchers and call-takers.

This uplifting and inspiring course not only emphasizes the gravity of responsibility in 9-1-1 centers but also celebrates the incredible impact dispatchers can have during critical incidents. Join us for A Victim’s Plea and discover how your commitment to excellence can help ensure no family, and no 9-1-1 center endures a tragedy like the Denise Amber Lee case again. (8 hours)

Course Objectives:

1. Understanding the Events of January 17, 2008
   Participants will explore the detailed timeline of Denise Amber Lee’s abduction and the emergency response that followed. By analyzing key moments, including the initial 9-1-1 calls, dispatch communications, and law enforcement response, students will gain insight into how critical decisions were made and the impact of response times on the outcome.
2. Identifying Key Failures and Lessons Learned
   This objective focuses on examining the missteps in emergency communications, including misrouted calls, procedural gaps, and human errors that contributed to the tragic outcome. Participants will discuss the lessons learned from these failures and explore ways to improve call-taking, dispatching, and interagency collaboration to prevent similar incidents.
3. Recognizing the Role and Responsibility of Emergency Personnel
   Students will develop a deeper understanding of the critical role that 9-1-1 professionals play in public safety. Through case study analysis, they will examine how individual actions—both positive and negative—affect the effectiveness of emergency response. This discussion will reinforce the importance of professionalism, adherence to protocol, and situational awareness in high-pressure situations.
4. Applying Best Practices for Handling Critical Incidents
   This objective will equip students with the knowledge to implement best practices when handling missing persons cases and critical incidents. They will review and analyze policies such as BOLO (Be On the Lookout) alerts and discuss how effective communication, thorough questioning techniques, and coordinated efforts between agencies can increase the likelihood of a successful resolution.
5. Enhancing Decision-Making and Situational Awareness through Scenario-Based Training
   Participants will engage in hands-on exercises, including simulations of emergency calls similar to those received during Denise Amber Lee’s case. By participating in role-playing scenarios, students will practice decision-making under pressure, refine their questioning techniques, and develop the ability to recognize and act on critical information more effectively.