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Dispatcher – Customer Service

September 30, 2019 @ 8:00 am - 5:00 pm

$100

This course is specific to 9-1-1. It will focus on the special actions that need to be taken by call-takers and dispatchers to provide the best service to their customer base as possible, including officers and citizens. The goal of this course is to encourage the students to always deliver exceptional customer service.

Students will learn to distinguish the proper and improper skills of customer service and the need for positive communication skills in a call center.

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Details

Date: September 30, 2019
Time:
8:00 am - 5:00 pm
Cost: $100
Event Category: Advanced Officer Training

Venue

High Desert Community Center
15900 Smoke Tree Street
Hesperia, CA 92345 United States + Google Map

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Michael Walker, Deputy Chief

Michael Walker is a lifelong resident of San Bernardino County and a United States Marine Corps veteran. Michael began his career with the San Bernardino County Sheriff’s Department in 2005 and attended the 160^th session of the Basic Academy.

Michael began his career as deputy sheriff at the West Valley Detention Center and the Glen Helen Rehabilitation Center. He was later assigned to patrol operations at the Big Bear Station and Central Station. As a detective, he was assigned to the Morongo Basin Station and the Specialized Investigations Division, Homicide Detail. As a sergeant, He was assigned at the Glen Helen Rehabilitation Center, the Big Bear Station, and the Specialized Investigations Division. As a lieutenant, Michael worked at the Morongo Station and the Professional Standards Division. As a captain, Michael served as the commander of the Yucaipa Station and the Specialized Investigations Division.

Michael holds numerous certificates from the California Commission on Peace Officer Standards and Training including his POST Management Certificate, POST Executive Development Course and he is a member of the International Association of Chiefs of Police, California Homicide Investigators Association, National School Resource Officers Association, and the California Tactical Officers Association.

Sheriff Shannon D. Dicus promoted Michael to Deputy Chief in November of 2025. As a deputy chief, Michael oversees the Valley Patrol Bureau, which includes patrol operations for Big Bear, Twin Peaks, Yucaipa, Highland, Central, Fontana, Chino Hills, and Rancho Cucamonga

Jeremy Martinez, Deputy Chief

Jeremy began his career with the San Bernardino County Sheriff’s Department in 1998, graduating from the Frank Bland Regional Training Center, Academy Class 134. Jeremy has worked various assignments during his career, including the West Valley Detention Center, High Desert Detention Center, Barstow, Apple Valley, Victorville, Hesperia, and Victor Valley Patrol Stations, Gangs and Narcotics, Inland Regional Narcotics Enforcement Team, and the Employee Resources Division.

Jeremy received a bachelor’s degree in criminal justice from Cal State University San Bernardino, holds numerous certificates from the California Commission on Peace Officer Standards and Training, and is a member of several law enforcement associations.

Jeremy was promoted to Deputy Chief in April of 2024 by Sheriff Shannon Dicus and oversees the Special Operations Bureau.

Robert Trostle, Deputy Chief

Robert Trostle began his law enforcement career in 1999 with the Los Angeles County Sheriff’s Department, where he was assigned to the Twin Towers Correctional Facility. In 2005, he joined the San Bernardino County Sheriff’s Department, and his first assignment was at the West Valley Detention Center, followed by patrol duties at the Rancho Cucamonga Station.

Robert held a variety of assignments across the department, including investigative assignments in Internal Affairs and the Specialized Investigations Division – Homicide Detail, as well as supervisory roles at the Central and Victor Valley Stations. He served in leadership roles at the Bureau of Administration, Specialized Investigations Division, and West Valley Detention Center. He holds an Associate of Arts degree in Liberal Arts from Chaffey College and has completed numerous professional development programs, including the POST Executive Development Course and the Management & Leadership Academy – Executive Development Program.

Robert is very involved with the Sheriff’s Employees Benefit Association (SEBA) and has served in multiple elected and appointed leadership roles, including Station Director, Trustee, Treasurer, Vice President, and President of the Peace Officer Relief Fund. He has provided leadership and guidance in labor, compensation, and benefits negotiations and remains actively involved with the association. Robert has served as a Director for the California Peace Officers’ Memorial Foundation since 2015 and served as a Trustee and Investment Committee Member for the PORAC Insurance and Benefits Trust.

In March 2024, Sheriff Shannon Dicus promoted Robert to Deputy Chief, initially assigning him to oversee the Detentions and Corrections Bureau. He currently oversees operations within the Personnel and Training Bureau.

John Wickum, Deputy Chief

John Wickum was raised in the city of Rancho Cucamonga and has been a lifelong resident of San Bernardino County. John became interested in law enforcement at a young age, joining the Sheriff’s Explorer program at Rancho Station in 1985. John began his career with the San Bernardino County Sheriff’s Department in 1991, graduating from the Frank Bland Regional Training Academy class #103.

John has worked various assignments during his career, including Central Detention Center, Foothill Detention Center, West Valley Detention Center, Victor Valley Station, Narcotics Division, Specialized Enforcement Division, Apple Valley Station, High Desert Detention Center, and most recently the Captain for the Victorville City Station.

John holds numerous certificates from the California Commission on Peace Officer Standards and Training. He attended Chaffey College and California Coast University, Irvine. He is a member of many law enforcement organizations, serving on the San Bernardino County Sheriff’s Rodeo board and he is currently the Liaison for the Sheriff’s Rangers.

Sheriff Shannon Dicus promoted John to Deputy Chief in March 2024. John is currently assigned to the Detention and Corrections Operations Bureau.

Rick Bessinger, Undersheriff

Rick Bessinger was born and raised in the city of San Bernardino and has been a lifelong resident of San Bernardino County. Rick was interested in law enforcement at a young age and joined the volunteer explorer program at Central Station. He later became a reserve deputy sheriff and hired as a full-time deputy sheriff in 1997.

Rick’s law enforcement career began with his first custody assignment at West Valley Detention Center. Rick was later assigned to patrol operations at Hesperia Station. Following his promotion to detective, Rick worked assignments at Barstow Station and the Specialized Investigations Division, Homicide Detail. As a sergeant, Rick was assigned to High Desert Detention Center, Victorville Station, and the Homicide Detail. Rick was later assigned as the commander of the Internal Affairs Division as a lieutenant, and as a captain, he held command assignments at High Desert Detention Center and Victorville Station.

Rick holds a Bachelor of Science degree in Criminal Justice Management from Union Institute & University and is a graduate of the FBI National Academy session #271, the Sherman Block Supervisory Leadership Institute class #322 and holds numerous certificates from the California Commission on Peace Officer Standards and Training. He is a member of the California Police Officers Association, California State Sheriff’s Association, and the FBI National Academy Alumni.

Rick was promoted to Deputy Chief in January 2021 and served in an executive leadership capacity for Valley Patrol Bureau, Desert Patrol Bureau and Personnel/Emergency Services Bureau. In 2023, Rick was promoted to Assistant Sheriff and was responsible for the Operations Bureau.

Sheriff Shannon Dicus appointed Rick Undersheriff in August 2024.

Garth Goodell, Deputy Chief

Garth Goodell began his career with the San Bernardino County Sheriff’s Department in 1993 as a reserve deputy sheriff. He was hired full time in 1995 and attended the 120^th session of the Sheriff’s Basic Academy.

Garth’s law enforcement career began with his first custody assignment at West Valley Detention Center. He was later assigned to patrol operations at Morongo Basin, Chino Hills Station and Gangs / Narcotics. As a detective, he was assigned to Hesperia Station and the Specialized Enforcement Division. As a sergeant, Garth was assigned to Twin Peaks Station and Chino Hills Station. Following his promotion to lieutenant, Garth was assigned as the commander of the Centralized Classification Unit and later as the lieutenant for the Specialized Enforcement Division. As a captain, Garth has held command assignments at Employee Resources Division and Chino Hills Station.

Garth earned his Bachelor of Science degree in Criminal Justice Management from Union Institute and University and his Master of Business Administration from California Baptist University. He holds numerous professional certificates and memberships and is also a graduate of the FBI-LEEDA Leadership Trilogy and the California Police Chiefs Executive Leadership Institute at Drucker School of Management.

Sheriff Shannon Dicus promoted Garth to Deputy Chief in July 2023. As Deputy Chief, Garth is responsible for the Personnel and Emergency Services Bureau.

John Walker, Deputy Chief

Deputy Chief John Walker began his career with the San Bernardino County Sheriff’s Department in 1997, graduating from the Frank Bland Regional Training Academy class #129. John worked various assignments during his career, including the West Valley Detention Center, Glen Helen Rehabilitation Center, Fontana, Central, Chino Hills, Highland stations, Gang and Narcotics, and the Specialized Enforcement Division.

John holds numerous certificates from the California Commission on Peace Officer Standards and Training and is a member of the California Peace Officers Association, National Tactical Officers Association, California Tactical Officers Association, and President of the Sheriff’s Athletic Federation Foundation.

John was promoted to Deputy Chief in January of 2023. John oversees the Valley / Mountain Patrol Bureau.

Shelley Krusbe, Deputy Chief

Shelley Krusbe was raised in the city of San Bernardino and remains a resident of San Bernardino County. She began her career with the San Bernardino County Sheriff’s Department as a Level II Reserve Deputy at the Colorado River Station. She attended the 133rd Basic Academy at the San Bernardino County Sheriff’s Department Regional Training Center, graduating in December 1998.

Throughout her career, Shelley has worked assignments in Corrections, Patrol, Gangs, Training, Narcotics, Internal Affairs and Specialized Investigations. Most recently, she was assigned as the Captain of the Victor Valley Station and the Specialized Investigations Division, overseeing the department’s Homicide, Crimes Against Children and Polygraph divisions.

Shelley has a Bachelor of Science Degree in Business Administration from the University of California, Riverside, and a Master of Public Administration / Organizational Leadership degree from National University. She holds numerous certificates through the State of California’s Commission on Peace Officer Standards and Training (POST) and is a graduate of the California Police Chiefs Executive Leadership Institute at Drucker and the IEEP Regional Leadership Academy.

Shelley was promoted to Deputy Chief in July 2021 and oversees the Administration/Planning Bureau.

Richard Luczak, Sheriff's Counsel

Richard D. Luczak serves as a Sheriff’s Department Human Resources Legal Adviser, advising on labor and employment issues and representing the department in grievances, arbitrations, administrative hearings and court proceedings. He is also a member of the San Bernardino County Counsel’s Litigation Unit, representing the County and its employees in state and federal court.

Mr. Luczak received his A.B. in English from the University of California at Berkeley, followed by his J.D. from Loyola Law School. He is admitted to practice law in California and the District of Columbia, and all federal district and appellate courts for those jurisdictions. Prior to joining the San Bernardino County Counsel’s Office, Mr. Luczak worked as a Deputy City Attorney for San Bernardino, as well as an associate attorney at Arias, Lockwood & Gray and Lewis Brisbois Bisgaard & Smith.

Jerry Gutierrez, Executive Officer

Executive Officer Jerry Gutierrez is responsible for the Support and Administrative Operations within the Corrections Bureau.

Prior to joining the San Bernardino County Sheriff’s Department, Jerry served as Assistant Sheriff overseeing the Corrections Division with the Riverside County Sheriff’s Department. He brings over 30 years of experience in the field of Corrections, including supervisory, management, and executive positions. He has served on executive steering committees and workgroups for the California Board of State and Community Corrections (BSCC) to assist with Adult Titles 15 and 24 Regulations and with standards and training for local correctional officers.

Jerry holds a Bachelor of Science Degree in Workforce Education and Development from Southern Illinois University and a Master’s Degree in Public Administration from California State University, San Bernardino.

Noel Wilterding, Deputy Chief

Noel is a lifelong resident of San Bernardino County, having been born in Apple Valley and raised in Needles, CA. He began his law enforcement career by joining the San Bernardino County Sheriff’s Department as a reserve deputy sheriff in 1994. In 1996, he was hired as a full-time deputy and attended the 123^rd Basic Academy session.

After working at the West Valley Detention Center, Noel worked patrol at the Apple Valley Station. As a corporal, he was assigned to the Sheriff’s Training Center as a basic academy instructor, and a detective at the Highland Station. Assignments as a sergeant included the Sheriff’s Training Center, the Twin Peaks Station, and Civil Liabilities. As a lieutenant, Noel worked in corrections, CAL-ID and the Rancho Cucamonga Station and as a captain, he was in command of the Court Services Division.

Noel has a bachelor’s degree in criminal justice from California State University, San Bernardino. He is a graduate of the Sherman Block Supervisory Leadership course class #314, and the POST Management and Executive Development courses. He completed the San Bernardino County Management Leadership Academy’s Executive Leadership Program in 2022.

Sheriff Shannon Dicus promoted Noel to Deputy Chief in March 2023. As Deputy Chief, Noel is responsible for the Support Services Bureau.

Sam Fisk, Assistant Sheriff

Assistant Sheriff Sam Fisk began his career with the San Bernardino County Sheriff’s Department in 1989, as a Sheriff’s Explorer at the Fontana Sheriff’s Station. At the age of 21, he became a Reserve Deputy Sheriff assigned to Central Station on patrol. In 1994, Sam attended the 117th Academy Session and graduated from the San Bernardino County Sheriff’s Department Basic Academy. Over the next 23 years, he has had the opportunity to work assignments throughout the county. Some of his work assignments include Corrections, Patrol, the Sheriff’s Training Center, Scientific Investigations Division (Crime Lab), Sheriff’s Homicide, Internal Affairs, and the Sheriff’s Bureau of Administration.

Sam earned an Associates of Arts degree from San Bernardino Valley College and a Bachelor of Science Degree in Criminal Justice from Bellevue University. In 2017, Sam attended and graduated from the 268th Session of the FBI National Academy. He holds numerous certificates from the California Commission on Police Officers Standards and Training and is a member of the California Police Officers Association, California State Sheriff’s Association, and the FBI National Academy Alumni Association.

Throughout Sam’s career he has been active in various community organizations. For 15 years, he has been involved in Boy Scouts of America at the local and district level.

In 2016, Sam was appointed the Chairman of the Executive Board for the Seven Points, INC. Seven Points INC. produces the San Bernardino County Sheriff’s PRCA Rodeo, a Professional Rodeo Cowboy Association sponsored rodeo. The Sheriff’s PRCA Rodeo donates thousands of dollars to youth and volunteer organizations annually.

In 2018, Sam was promoted to Deputy Chief assigned to oversee the Detentions and Correction Bureau.

On August 14, 2021, Sheriff Shannon D. Dicus promoted Sam to Assistant Sheriff. Sam currently oversees Criminal Operations and the Public Affairs Division.

Sam is a life-long resident of San Bernardino County and grew up in Colton, CA.

Trevis Newport, Assistant Sheriff

Trevis Newport was raised in the Redlands / Yucaipa areas and always had a passion for serving others. Trevis joined the San Bernardino County Sheriff’s Department at the age of 14, when he entered the Explorer program at the Yucaipa Station. He graduated from Redlands High School in 1996 and later became a deputy sheriff, graduating the 137th Basic Academy Session in 1999.

Trevis began his career as a deputy sheriff in the Detentions/Corrections Bureau and worked at West Valley Detention, Central Detention and the Glen Helen Rehabilitation Centers. He had an opportunity to work several patrol and investigative assignments; to include the Morongo Basin, Twin Peaks and Yucaipa patrol stations. Trevis also had an opportunity to work several high-profile homicide cases, while assigned as a detective and sergeant in the department’s Specialized Investigations Division.

Trevis worked as a lieutenant in the department’s Bureau of Administration and was the captain of the Morongo Basin Station. While in his management role, Trevis graduated from 85th session of the Police Executive Research Foundation’s Senior Management Institute for Police, as well as the Executive Leadership Institute at Claremont College. He holds a Bachelor of Science degree in Workforce Education and Development, a Master of Public Administration, with a Public Financial Management concentration, and a Juris Doctor. He holds numerous certificates from the California Commission on Police Officers Standards and Training and is a member of the California Police Officers Association, California State Sheriff’s Association, National Tactical Officer’s Association, California Tactical Officer’s Association and the Police Executive Research Forum.

Trevis was promoted to Deputy Chief in April of 2020 and assigned to oversee the Special Operations and the Detention and Corrections Bureaus.

In March of 2024, Sheriff Shannon D. Dicus promoted Trevis to Assistant Sheriff. Trevis currently oversees Support Operations, which includes the Corrections Bureau and the Personnel/Training Bureau.

Sarkis Ohannessian, Deputy Chief

Sarkis Ohannessian was born and raised in Beirut, Lebanon. At a young age, he experienced firsthand the devastation caused by the civil war. At the age of 15, he immigrated to the United States and attended high school in Los Angeles. At the age of 19, he joined Los Angeles Police Department’s Reserve Corp, and in 1997, became a deputy with the San Bernardino County Marshal’s Office. In 1999, the Marshal’s Office merged with the San Bernardino County Sheriff’s Department, where Sarkis worked his way up the ranks. He holds a Bachelor’s Degree and a Master’s Degree in Criminal Justice and Organizational Leadership. He is an Adjunct Professor and holds several POST Leadership certifications.

Sarkis served as a deputy sheriff in the City of Rancho Cucamonga. He also worked as an undercover narcotics detective before promoting to sergeant. After working Corrections, Patrol, and Narcotics as a Supervisor, Sarkis promoted to lieutenant and was tasked to oversee the Civil Enforcement Unit. He also served as the Public Affairs Commander before promoting to captain. As the captain of Information Services Division, Sarkis oversaw the Sheriff’s 911 Dispatch Operations, Technical Services and Records Divisions.

Sheriff John McMahon promoted Sarkis to deputy chief in January of 2021.

Sarkis is currently in charge of the department’s Special Operations Bureau.

John Ades, Assistant Sheriff

John Ades was raised in the small mountain communities of Coarsegold / Oakhurst just outside the South gate of Yosemite National Park. After graduating from Yosemite High School, John joined the United State Army Military Police Corps. Over his eight years in the Army, John was stationed at White Sands Missile Range, New Mexico, Fort Clayton, Panama and Fort Irwin, California. After leaving the military, John was hired by the San Bernardino County Sheriff’s Department, attended the 146th session of the Sheriff’s Academy, graduating as the class sergeant and honor graduate.

John began his career at the West Valley Detention Center later transferring to the Hesperia Station where he completed his Field Training program. Following his promotion to detective John was transferred to the Victor Valley Station and then later to the Specialized Enforcement Division. Upon promoting to sergeant John was assigned to the High Desert Detention Center, the Victor Valley Station, and the Specialized Enforcement Division. As a lieutenant John was assigned to the Specialized Enforcement Division and the Apple Valley Station and then later served as the captain of the Bureau of Administration.

John holds numerous certificates from the California Commission on Peace Officer Standards and Training (POST). He is also an instructor at the POST Supervisory Course teaching Team Building, the Tactical Side of Critical Incidents and Followership to newly promoted sergeants from law enforcement agencies throughout the state. John is a member of the California Peace Officers Association, the California Association of Tactical Officers, and the National Tactical Officers Association.

In July of 2021, Sheriff John McMahon promoted John to Deputy Chief. In this role, John was responsible for the Administration and Planning Bureau which includes the Bureau of Administration, Capital Improvements, Field Support and Automotive Services.

In January of 2023, Sheriff Shannon Dicus promoted John to Assistant Sheriff. As Assistant Sheriff, John is responsible for overseeing Criminal Operations, and all Patrol and Specialized divisions.

Horace Boatwright, Undersheriff

Undersheriff Horace Boatwright is the oldest of five siblings and grew up in the small city of Bennettsville, South Carolina. Growing up during an era where disparities in opportunity and inequality were the norm, Horace knew how important an education was in expanding his horizon. He graduated high school and enlisted in the United States Air Force. During his eight years in the military, Horace served across the United States and overseas, learning to appreciate diverse people and cultures.

After completing his military service, Horace completed the 101st session of the San Bernardino County Sheriff’s Basic Academy as the honor graduate. Horace’s respect for education continued into his professional career. He earned a Bachelor of Science degree in Criminal Justice Management and a Master of Arts degree in Public Administration. Horace is a graduate of the FBI National Academy and the IEEP Regional Leadership Academy.

During his 30-year career, Horace has worked in the Corrections Bureau, Employee Resources Division, Patrol Bureau – Rancho Cucamonga Station, Central Station, Fontana Station, and the Public Affairs Division. Before being promoted to Undersheriff, Horace served as the Deputy Chief of the Valley/Mountain Patrol Bureau, overseeing eight patrol stations’ police services and as Assistant Sheriff responsible for the department’s Criminal Operations.

Horace also serves on the department’s Equal Employment Opportunity Committee (EEOC). Horace works to foster a workplace that is welcoming and open to all.

Horace was promoted to Undersheriff by Sheriff Shannon D. Dicus on August 14, 2021.

Shannon Dicus, Undersheriff

Undersheriff Shannon Dicus was raised in a law-enforcement family and has lived in San Bernardino County for over 40 years. In High School, U/S Dicus was a Sheriff’s Explorer Scout. After graduating, He enlisted in the United States Army and was assigned to the 101st Airborne Division where he served as a Military Police Officer at Fort Campbell, Kentucky, and Sinai, Egypt.

After his tour of service in the Military, U/S Dicus worked for the Department of Veterans Affairs Police Department in Loma Linda. U/S Dicus was hired by the San Bernardino County Sheriff’s Department in 1991 and he attended the Frank Bland Training Center, 106th Basic Academy session.

U/S Dicus has a Bachelor’s Degree in Criminal Justice from Cal State San Bernardino and a Master’s Degree in Communications from Cal Baptist University.

Notable project was the “Jail Utilization Study” done in partnership with CalForward to determine the effects of prison realignment and recidivism in our jails.

U/S oversees the day to day operations of the Department, as well as the Internal Affairs Division, Civil Liabilities Division and Bureau of Administration Division.

U/S Dicus past assignments include: Corrections– Glen Helen Rehabilitation and West Valley Detention Centers. Patrol– Barstow Station, Apple Valley, Victorville City, and Victor Valley Stations. Specialized Investigations– Narcotics, SWAT, and Criminal Intelligence. Support Services– Technical Services, Communications, Records, and the Bureau of Administration. As Assistant Sheriff, US Dicus was responsible to the Sheriff for Support Operations, and supervises three Deputy Chiefs, the Public Affairs Lieutenant and the Legislative Liaison who oversee the Corrections Bureau, Court Security, Crime Lab, Coroner, Employee Resources, Sheriff’s Academy, Public Affairs, and local law enforcement legislative efforts.