Emergency Services Staff
– De-escalation, Personal Safety & OVA Training
De-escalation for Emergency Services - Australia
Resolution Education is an Australian specialist OVA provider, and our de-escalation training for emergency services is built around the A.D.P. Framework (Awareness, De-escalation, Protection), tailored to ambulance, fire and rescue, SES and other emergency workers who deal with injured, intoxicated and distressed people in high-pressure situations. For police, security and corrections staff, see our Law Enforcement, Security Officers and Corrections pages.
Benefits of De-escalation & OVA Training for Emergency Services
Our training helps reduce violent and verbal outbursts from the public and other aggressors in emergency organisations.
This increases safety for all in scenarios where emergency services are involved. Staff will feel safer in their day-to-day tasks and the emergencies they must assist with. This allows them to focus better on their important role of keeping people safe.
Last Updated October 2026
A.D.P. Framework Training for Emergency Services Workers
Resolution Education works with staff at any level, whether they are administrators, emergency response staff, or managers and leaders. We make sure to fully understand the day-to-day operations of your organisation, as well as unplanned instances that can occur – including the many dangerous scenarios emergency services workers can find themselves in. We then create customised training methods and accurate role-playing scenarios for your staff. The team is taught how to work together to de-escalate situations, and each individual will understand their role in de-escalation.
Resolution Education’s signature A.D.P. Framework (Awareness, De-escalation, Protection) – our method of delivering training modules by building on skills in levels of advancement – allows trainees to learn at the right level. Some employees only need the basics, while others require the most complex level. We also teach the legalities, policies and procedures of responding to aggression. Employees learn not only how to keep themselves and others safe, but how to do so correctly. Those who take our training gain peace of mind, knowing they have the ability to deal with the full timeline of a confrontation: learning ways to stop an altercation before it occurs, what to do when one starts, and what to do after.
Our Training for Emergency Services
Emergency services workers are called to people on their worst days, often in high-pressure or life-threatening situations. Dealing with aggressive people while trying to provide care can be highly dangerous, so de-escalation skills are essential. They help workers keep themselves and those around them safe.
Aggressive situations may be physical, verbal, or both. In any case, it’s vital that emergency services workers know how to safely handle them when they occur. We believe that all employees deserve to feel safe and know how to protect themselves. Resolution Education teaches not only how to deal with altercations, but how to reduce the risk of them occurring in the first place. This keeps staff confident and gives them peace of mind, allowing them to feel safer while working and do their job better.
We’ve trained or can train:
- Police Officers
- Ambulance Officers & Paramedics
- St John Ambulance
- Aeromedical and retrieval staff
- Fire and Rescue Officers
- Rural fire service volunteers and firefighters
- SES Workers
- Community emergency response volunteers
- Triple Zero (000) call-takers and emergency dispatchers
- Emergency management and disaster recovery staff
- Emergency department staff
- Security Workers
- Correctional Staff
- Surf Life Savers & Lifeguards
- Marine rescue and coast guard volunteers
Situations Emergency Services Workers Face
Our training teaches your team to recognise early signs of agitation, keep the people they’re helping calm, and protect themselves and their colleagues.
Emergency workers deal with people at their most vulnerable and often with little warning. Common situations include:
- Patients who are injured and in pain
- Family members and bystanders who become upset or aggressive
- People under the influence of medication, drugs or alcohol
- Cultural, language and communication barriers
- Mental or physical illness that makes communication difficult
- Stress and panic at the scene of an emergency
Why Choose Resolution Education for Emergency Services
Within the emergency services industry, staff often deal with people who may be injured and in pain, under the influence of medication, drugs or alcohol, or otherwise experiencing high stress and panic. They may also face barriers when communicating, such as cultural/language barriers, or mental or physical illnesses making clear communication difficult. This means altercations can occur quite easily, and it’s extremely important for staff to know how to de-escalate a situation and keep the people they are assisting calm.
Resolution Education’s experience across industries gives us the ability to train your organisation regardless of the operations of your team, and the types of altercations that may be common. With over 30 years of experience, we work with organisations of all sizes in all industries. The high-pressure and fast-paced environment of emergency services is no different. We are confident that our training can improve the safety of your staff. The organisations we train become safer workplaces, with a lower level of risk for staff and the public.
Resolution Education has a proven track record in the successful delivery of the following to emergency services:
- De-escalation and OVA (Occupational Violence and Aggression) Training Frameworks customised to workplace
- Tactical Communication
- Restraints and Seclusion Techniques
- Consultation with organisation representatives to ensure fit-for-purpose training programs and supporting materials
- Face-to-face training, or virtual and/or video-based eLearning
- Delivery of training to a range of levels of staff
- Evaluation report post-training to determine success level (including the use of trainee feedback)
Training Courses for Emergency Services Workers
- De-escalation and Advanced Tactical Communication Training
- Workplace Conflict Resolution Training (for conflict within your team)
- Restraint and Personal Safety Protection
- Non-Punitive and Single Person Restraints (physical and mechanical)
- Phone De-escalation Training
- Train the Trainer (have your organisation’s internal trainers deliver OVA and Restraint Training)
- Customised training for various roles in the emergency services industry
Customise Your Training Now
Our Training & Services
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Melbourne
Melbourne, VIC 3000
Parramatta Sydney
Parramatta Square, NSW 2150
South Adelaide
Hindmarsh Square, SA 5000
Perth
Perth, WA 6000