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Public Records Customer Service: Difficult Requesters Without the Drama

Pleasant Hill PD

“I have attended many seminars and training classes over the last 20 years in law enforcement; I have to say with certainty, yours was simply amazing. You are very informed about the topic you teach. VERY informed.”

SEE WHAT LAW ENFORCEMENT SAYS ABOUT PRI

“Compared to other records seminars, this blows them out of the water!! Not the same dry instruction, but actual real world conditions. The ideas for improving ‘systems’ and ‘people’ were sound and logical. Fantastic!”

Sunrise Police Dept.

“Records management seminar is a must for anyone who deals with records–very informative class, extremely knowledgeable instructor. Send your employees–it’s worth every penny.”

SEE WHAT LAW ENFORCEMENT SAYS ABOUT PRI

“This class exceeded my expectations! We have already scheduled future training with PRI Management Group. We are looking forward to the next class.”

Ft. Lauderdale Police Dept.

“I attended the Crime Stats and UCR for the Police Executive seminar. As with the others, the class was very informative. Thanks for another great class!”

SEE WHAT LAW ENFORCEMENT SAYS ABOUT PRI

“The seminar was outstanding, I hope to make some changes here in my department with some of what I have taken away from this class.”

Avon Park Police Dept.

“I have attended other records management seminars in the past and this one was far above any of the others. Thanks for a great class.”

ACTUAL COURSE COMMENTS

“I really enjoyed the way every portion was explained. It wasn’t overwhelming, but it put into perspective the importance of running a good police records unit.”

SEE WHAT LAW ENFORCEMENT SAYS ABOUT PRI

“Ed is very personable and extremely knowledgeable about the police business. The stories are entertaining and have meaning to the topic at hand. Great incorporation of videos and images to liven up the lecture.”

ACTUAL COURSE COMMENTS

“We thoroughly enjoyed the style and presentation of this class. It was easy to understand and the instructor made the class entertaining. Never a dull moment.”

SEE WHAT LAW ENFORCEMENT SAYS ABOUT PRI

“No suggestions. really enjoyed the class. We will be taking the UCR class in March and are very excited to get everything started for our own records unit.”

Course catalog

Course catalog download 2026-2027

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Budgeting?

Remember to budget for our training courses.

See Price List

Available dates

  • 12/17/2026 | 1:00 PM - 3:00 PM EST
  • 03/04/2027 | 1:00 PM - 3:00 PM EST
Overview

Seminar Overview (live online)

Who should attend:

  • Records managers

  • Public records officers/technicians

  • Other agency personnel who communicate directly with records requesters

Public records staff sometimes face requests that are unclear or broad, repeated questions, and conversations that become tense. This course provides practical customer service techniques for responding professionally while keeping the request process moving.

Participants will learn how to ask useful clarification questions, educate requesters about the law, and work with requesters to narrow broad requests when appropriate, without discouraging access to records. The course also covers documenting conversations and decisions, setting professional boundaries, and recognizing opportunities to de-escalate conflict. Through realistic records unit situations, participants will develop a more consistent approach to difficult interactions and clearer communication with requesters.

Topics:

  • Clarifying unclear requests

  • Working with requesters to narrow broad requests

  • Managing repetitive questions and communications

  • Documenting conversations and decisions

  • Setting professional boundaries

  • De-escalating tense interactions

  • Maintaining clear, professional communication

This course is open to both public safety and general government agencies.

Upon registering, you’ll receive a link to join the webinar with instructions. Check your junk mail folder in case you don’t see it.

course material

Included materials

Materials will be provided for download during the webinar including:

  •   Course slides
  •   Articles of interest
  •   Course certificate
pricing

Checks, credit cards, POs accepted. Payment information is provided during the registration process.

DISCOUNTED PRICING

One person: $99

2nd person 25% off: $74.25

3rd person 35% off: $64.35

4th person (or more) 50% off: $49.50

Each person registered will receive a certificate.

Please note, the price for training is per-person. While it’s possible for multiple people to view the training online, the format of the training doesn’t change the value of the knowledge learned by each attendee. Just as if the seminar was in-person, we ask that you register each person who plans on participating and receiving the information that will be provided. Each will receive a certificate. Thank you.

ALL LIVE COURSES

RECORDS MANAGEMENT

Creating an Agency-Specific Retention Schedule

Intro to Law Enforcement Records Mgmt.

Conducting a Records Inventory & Purge

Eliminating Risk & Liability in Records

CAD/RMS Procurement & Project Management

Going Paperless: Why & How

Managing Police Records

PUBLIC RECORDS and COMPLIANCE

Redacting Law Enforcement Records

Intro to Sealing/Expunging Records

Florida Public Records for LE

California Public Records

CJIS

How To Do Validations Right

CJIS SECPOL in Plain English

Introduction to CJIS

PROPERTY/EVIDENCE

Property and Evidence Management

Digital Evidence Management

Supervising a Property/Evidence Unit

CRIME REPORTING&NIBRS

Criminal Law vs. NIBRS: Coding Reports

Report Writing 102: What the Academy Doesn't Teach

Reviewing and Approving Reports: Who Should Do It and How

Crime Stats & NIBRS for the Police Executive

Writing Reports NIBRS Style

Hate Crime Reporting

LEOKA and Cargo Theft Reporting

Transitioning to NIBRS: What You Need To Know

Case Management

LEADERSHIP

First-level Leadership in Records

Middle-management for Records

Executive Leadership for Records

Public Records Customer Service: Difficult Requesters Without the Drama

Public Records Customer Service: Difficult Requesters Without the Drama offers practical ways to handle challenging interactions while keeping requests on track. Learn to clarify broad requests, manage repetitive communications, document conversations, set professional boundaries, and de-escalate tense exchanges.

$99.00

DISCOUNTED PRICING

One person $99.00
2nd person 25% off $74.25
3rd person 35% off $64.35
4th person (or more) 50% off $49.50

  • Total

Additional Resources to Take Your Training to the Next Level

Check the box for each item.
Records Unit SOP

Written for today’s modern operations, our policies actually represent how business is done today. This is a customizable policy that should be edited further to align with your departmental protocols. What’s inside: retention and destruction policy, report review and correction policy, release policy, duties and responsibilities, definitions, security of records. Upon registering, the policy will be emailed to you as a MS Word document which can be customized to your department’s protocols. Preview the policy here.

Records Management SOP

Reduce agency risk and get everyone on the same page with our comprehensive Records Management SOP. Upon registering, the policy will be emailed to you as a MS Word document which can be customized to your department’s protocols. It includes policy governing records retention, release, security, access, and systems that can be customized to your department’s protocols. Preview the policy here.

Total Attendees: 0

Total: $0.00

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