Implicit Bias

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Implicit Bias

Course Goal

This course will help Telecommunicators have a basic understanding of Implicit Bias.

Implicit bias is an unconscious bias against a person or a group of people. Telecommunicators should be familiar with different kinds of implicit bias and how it can affect the PSAP.



This course will define and explain implicit bias, review the types of implicit bias, discuss microaggressions, and relate the effects of implicit bias in the PSAP.


Course Documentation

  • Online Course Acknowledgement
  • Expectations for Online Students
  • Learning Objectives
  • Audio/Videos
  • Implicit Bias Worksheet
  • Course Operation



  • Introduction
  • Video: Introduction to Unconscious Bias
  • Video Transcript: Introduction to Unconscious Bias
  • Knowledge Checkpoint

About Implicit Bias


  • About Implicit Bias.pdf
  • Video Transcript: Unconscious Bias Test
  • Video: Unconscious Bias Test
  • Knowledge Checkpoint

Types of Implicit Bias


  • Types of Implicit Bias.pdf
  • Video: Conformity Bias
  • Video Transcript: Beauty Bias
  • Video: Beauty Bias
  • Knowledge Checkpoint



  • Microaggressions.pdf
  • Video: What are Microagressions?
  • Have you ever witnessed a microagression? If so, please give an example.
  • Knowledge Checkpoint

Implicit Bias in the PSAP


  • Implicit Bias in the PSAP.pdf
  • 9-1-1 Call Transcript: George Zimmerman
  • 9-1-1 Call: George Zimmerman
  • Knowledge Checkpoint

Breaking News: Would you consider this implicit bias?


  • Video: Implicit Bias ?
  • Implicit Bias Article
  • What do you think: Implicit Bias? What about the "apology?"



  • Conclusion.pdf
  • Video: Implicit Bias 101
  • Knowledge Checkpoint

Final Exam

  • Implicit Bias Final Exam

Course Evaluation

  • Course Evaluation

About Your Instructor

Tina L.  Chaffin

Tina L. Chaffin

9-1-1 Training Specialist

I have over 22 years of experience as a 9-1-1 Telecommunicator/Trainer. I have experience in PSAPs large and small. I currently work part-time in a PSAP to retain my skills and industry knowledge.

I am passionate about training and public education. 

I currently hold the following certifications NENA ENP, APCO RPL, Texas Commission on Law Enforcement Master Telecommunicator and Advanced Instructor, Texas Department of Public Safety TCIC/TLETS Instructor, and National Center for Missing and Exploited Children Instructor.

Learning Objectives

Define and explain implicit bias.

Recognize situations involving implicit bias.

List types of implicit bias.

Explain different types of microaggressions.

List the effects of implicit bias.

Discuss ways to control implicit bias.