July 28, 2025 | 2:00 -3:00 p.m.
Sarah Franz, Deputy Director, Aurora911
Sarah Franz, Deputy Director for Aurora 911, delivered an interactive and compelling presentation exploring crisis intervention and de-escalation strategies through a real-life 9-1-1 call from Conifer, Colorado, in 2018. The case involved a man who used a gas station phone to report that he and his wife had been held hostage by their adult son for several days. He claimed to have escaped, while his wife remained at the home.
Franz engaged the audience with scenario-based decision points, asking whether it would be appropriate for a dispatcher to call the residence. Many attendees agreed it could escalate the situation, endanger lives, or tip off the suspect. Despite this, the dispatcher did place the call, connecting with “Laura,” the wife. Laura was agitated, confused and reluctant to provide full details. She called her husband delusional but also admitted she could not leave freely and also could not answer questions freely.
The dispatcher demonstrated exceptional control — remaining calm, using yes/no questions, and adapting to Laura’s shifting tone and contradictory statements. While Laura insisted she was alone, she also implied danger, eventually stating it was unsafe for responders and that she would speak to officers if they came to the door.
As the situation unfolded over more than three hours, audience members noted signs of possible dementia, mental health challenges, and Laura’s conflicted desire to protect her son while seeking help. Critical details slowly emerged: the son was likely armed, had military-grade gear including scopes and night vision, and positioned himself above Laura with weapons ready.
The dispatcher stayed on the primary channel, deeply invested in the incident, even after tactical units — including a SWAT negotiator — were engaged. Laura, along with the dispatcher’s assistance, used a pre-established code word (“Mack”) to signal that she, and therefore her son, would be able to see officers’ positions, indicating the officers were not safe.
The standoff ended with the officers deploying flash bangs, allowing the mother to be rescued. After the fact, Franz explained the situation that led to this incident. The son was a 37-year-old male with a history of bipolar disorder and schizophrenia, who also had a cache of firearms and delusions that the police were out to take his weapons away. He orchestrated a potential police response in an attempt to kill as many officers as possible by sending his father out to report the hostage situation, while threatening his mother’s life if his father did not comply. Franz’s presentation was thoroughly engaging and informative, showing again how vital the dispatcher truly is to the safety and welfare of our officers and callers.
Written by Jennifer Hill
