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Classes for 9-1-1 Emergency Communications

Current Classes

Navigating the Storm - Straight Talk About Resilience

Whether we like it or not, adversity is a part of life. This class offers the following and much more: tips for overcoming the challenges we face at work and out in the world; some very important things to remember when facing difficult times; what is the defininition of resilience and how do we build it?; and strategies to help bounce back from adversity.

Objectives for this course:

  • The student will learn tips for overcoming adversity
  • The student will learn important points to consider when facing difficult times
  • The student will be able to define resilience
  • The student will learn how to build resilience
  • The student will learn 4 strategies to help bounce back from adversity

Dr. Gene Smith is a Nationally recognized keynote, motivational speaker and educator. He is the founder and CEO of Dr. Gene Smith Training and Consulting. He is the former Chief of Staff for Williamson County Emergency Communications in Georgetown, TX. Gene speaks at a number of conferences and symposiums each year as well as conducting in-service classes and workshops for various agencies across the country. He has a genuine love and respect for those dedicated to Public Safety. His dynamic and often humorous approach is one of encouragement, motivation and inspiration.

www.drgenesmith.com

Date/Time:
May 24, 2022, 8:00am – 5:00pm
Cost: Free


A Victim’s Plea; Meeting Expectations

Nathan Lee, founder and President of the Denise Amber Lee Foundation join forces with an industry professional to tie together the elements of the Denise Amber Lee tragedy. Students learn of the obvious failures that day to the more in-depth concepts such as leadership, hiring, training and encouraging employees in a communication center. 

The Denise Amber Lee Foundation was founded by Denise’s loving husband, Nathan, who sought changes to a 9-1-1 system that failed her that day. The Foundation’s Mission Statement is to promote and support Public Safety, through uniform training, standardized protocols, defined measurable outcomes, and technological advances to 9-1-1. Our vision is to be the emotional driving force for changes to the 9-1-1 system in order to minimize human error. We envision a time when a citizen’s first call for help will be answered by a state-of-the-art 9-1-1 call center staffed with dedicated and highly trained professionals.

Date/Time:
May 26, 2022, 8:00am – 5:00pm
Cost: Free


Hope in the Midst of Chaos: The Las Vegas Shooting Story

Quiet turned to terror the evening of Sunday October 1, 2017 at the Combined Communications Center of Las Vegas. A lone gunman had opened fire on the Route 91 Harvest Music Festival, on the famous Las Vegas Strip, where 22,000 concert-goers were in attendance. Calls poured into the center as people were running for their lives. From gunshot wounds to trample victims, misinformation to scene safety issues, Matt Grogan from Las Vegas Fire and Rescue discusses his experience that evening the lessons they learned from this event, and how you can prepare and adapt for a new normal.

The Denise Amber Lee Foundation was founded by Denise’s loving husband, Nathan, who sought changes to a 9-1-1 system that failed her that day. The Foundation’s Mission Statement is to promote and support Public Safety, through uniform training, standardized protocols, defined measurable outcomes, and technological advances to 9-1-1. Our vision is to be the emotional driving force for changes to the 9-1-1 system in order to minimize human error. We envision a time when a citizen’s first call for help will be answered by a state-of-the-art 9-1-1 call center staffed with dedicated and highly trained professionals.

Date/Time:
May 27, 2022, 8:00am – 12:00pm
Cost: Free


Best Practices of a Successful CTO: Training the Adult Learner

This course will revisit and refresh the minds of your current and future CTOs. As the greatest initial influence of new telecommunications and as a representative of your agency, we will discuss the vital role of setting the standard and direction of your communications center. From the first orientation, including phased training, documentation, and grading, we will work through proven best practices from experienced CTOs and supervision. Training adult learners is always a challenge, adding the factors of a high stressed work environment, the challenge reaches nearly impossible levels, all while meeting the needs for adult learners while also meeting the needs and demands of successful CTO Training Program.

The Denise Amber Lee Foundation was founded by Denise’s loving husband, Nathan, who sought changes to a 9-1-1 system that failed her that day. The Foundation’s Mission Statement is to promote and support Public Safety, through uniform training, standardized protocols, defined measurable outcomes, and technological advances to 9-1-1. Our vision is to be the emotional driving force for changes to the 9-1-1 system in order to minimize human error. We envision a time when a citizen’s first call for help will be answered by a state-of-the-art 9-1-1 call center staffed with dedicated and highly trained professionals.

Date/Time:
May 27, 2022, 1:00pm – 5:00pm
Cost: Free


Spanish for Telecommunicators

This is a Spanish course designed for dispatchers, 9-1-1 operators, and call-takers.  This course is designed to instruct and develop basic communication skills in Spanish involving key phrases and responses to emergency, fire, police, or medical related calls. It also introduces basic grammar, essential everyday Spanish phrases and Hispanic cultural diversity topics. 

Date/Time:
June 7, 2022, 8:30am –
June 9, 2022, 5:30pm
Cost: Free


The Power of 9-1-1 Peer Support

When the combo of stress from work and home piles up, even the best and most seasoned dispatchers can struggle. And more and more of our PSAPs have experienced major traumatic experiences they just didn’t know how to face. But what happens when you, as a PSAP family, are prepared to come alongside each other as you travel through these hardships?  You can prevent burnout, improve morale, and help your peers feel encouraged and desire to stay on board.

Whether your agency is planning to build a Certified Peer Support Program or not, this introductory course is a great way to learn about the critical basics and benefits of peer support.

Here’s what you’ll experience in this unique course…

  • Learn the importance and power of 911 Peer Support for the dispatcher and the center's daily life together
  • Discover how practicing Peer Support can decrease toxic, draining gossip and boost more positive energy in the comm center
  • Understand the benefits & limitations of lay peer support, what it is and what it is not
  • Clarify the critical importance of confidentiality and how to honor it in complicated situations
  • Learn when & how to refer and guide peers to professional assistance  

About the Course Instructor

Jim Marshall, M.A., L.L.P., is the Director of the 911 Training Institute and a leading voice in the 9-1-1 industry for dispatcher wellness. He has been a licensed mental health professional for over 30 years. Jim is co-editor of The Resilient 9-1-1 Professional: A Comprehensive Guide to Surviving & Thriving Together in the 9-1-1 Center. Jim's courses, presentations, pilot projects, and published works equip 9-1-1 telecommunicators and their PSAP leaders to achieve optimal health and performance as people and organizations in the evolving 9-1-1 center.

Date/Time:
June 17, 2022, 8:00am – 5:00pm
Cost: Free


Resilience: Transforming Stress into Strength

As 9-1-1 professionals, you are caregivers to the world! You often give and give without concern for yourself. But without careful attention and regular check-ins, the challenges of the job can overwhelm even the most psychologically hardy. Research has shown that those who prioritize their resilience are happier on the job, feel more confident about their day, and experience greater life satisfaction. This class offers powerful tools and strategies for understanding and transforming stress.

Just a few things you will Iearn:

  • Physiology of Stress
  • Psychology and Neuroscience of Stress
  • Language Techniques
  • Breath and Stress
  • Meditation and Stress
  • Nutrition and Stress
  • Movement and Stress

About your Instructor

Dr. Joe Serio is founder of The 360° Dispatcher. He has trained thousands of 9-1-1 dispatchers across the United States and Canada on topics such as Positive Interaction with Difficult People, Leadership and Your Legacy, Effective Supervision, and Time Management.

He regularly visits comm centers around the country listening to calls, interviewing supervisors, and talking with call-takers and dispatchers.

Joe is founding publisher of the Get the Nerve series of books and was co-founder of The Healthy Dispatcher. He is the author of more than 10 books on personal development, leadership, and wellness, and co-author of Dispatcher Stress: 50 Lessons on Beating the Burnout.

Joe holds a Ph.D. in Criminal Justice with a focus on Leadership and Organizational Behavior from one of the leading programs in the country.

In his former life, Joe was the only American to work in the Organized Crime Control Department of the Soviet National Police and was director of the Moscow office of the world’s leading corporate investigation and business development firm. He is the author of the critically acclaimed book, Investigating the Russian Mafia, and is author of Vodka, Hookers, and the Russian Mafia: My Life in Moscow.

Date/Time:
June 28, 2022, 8:00am – 5:00pm
Cost: Free


Preventing Telecommunicator Tunnel Vision

In this workshop, participants identify and discuss common problem areas that our telecommunicators experience in the performance of their duties. You'll learn tips and tools that help you identify and correct problems to ensure your team members succeed.

Whether it's in-the-moment issues like freezing up when CAD doesn’t work or when addresses do not validate, or systemic issues such as failure to follow protocols or errors resulting from inflexible QA questions, you'll get the training resources you need to get (and keep) your call takers performing at their very best.

Date/Time:
July 14, 2022, 8:00am – 5:00pm
Cost: Free


Recruit, Hire, Retain and Promote for Success

Keeping a PSAP fully staffed can be a challenge for any agency. The desire to keep console seats filled paired with the need to fill them with qualified and reliable employees is one of the more difficult tasks 9-1-1 Centers can face. The next phase of this process is retaining the employees you have hired by actively investing in their careers as public safety professionals.

This course provides information on all aspects of personnel, from creating a strong hiring policy to building and promoting successful candidates. Students will learn best practices for each stage of the process, and will take home real-world examples, as well as benefit from class discussion as colleagues share their successes. Participants will also take home ideas on how to retain their employees, and how to support them throughout their careers.

Date/Time:
July 15, 2022, 8:00am – 5:00pm
Cost: Free


Center Training Officer Program

In the PSAP, people are your most important resource. The NENA Center Training Officer (CTO) Program provides you with the proper framework to train your new employees, which leads to better performance and higher retention rates. The course covers proper documentation of performance, evaluation of performance, setting milestones, and developing a plan for trainee success. CTO software with the exclusive NENA Daily Observation Report template is provided by Agency360 Public Safety Software. Agency360 software is a free trial.

In order to fully participate in daily assignments and activities, all students should bring a laptop with a USB port, Microsoft Word and PDF reader software.

Date/Time:
August 1, 2022, 8:00am –
August 3, 2022, 5:00pm
Cost: Free


Sustaining a Customer Service Culture

The term “customer service” doesn’t always seem to apply to public safety. The best communications centers strive every day to establish a culture of excellent customer service, when working with the public as well as fellow team members, because customers aren’t only on the phones. When we see that the people we work with, both inside the center and in the field, are all receiving some level of customer service from us, things change. This 8-hour training class defines the customer, offers a clear illustration of excellent customer service, and gives powerful strategies and tools for creating a culture that values customer service in every interaction.

In this class participants learn how to:

  • Analyze their customer service approach and make adjustments when needed
  • Skillfully deal with difficult callers
  • Expand their viewpoint of how to apply customer service to 9-1-1 work
  • Think outside the box while assisting citizens and coworkers in need

About your Instructor: Adam began his 18-year career in public safety as a 9-1-1 dispatcher for Los Angeles Police Department, where he spent over a decade under the headset. He left dispatch to start his training company, The Healthy Dispatcher. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in the 9-1-1 industry. 

Date/Time:
August 17, 2022, 8:00am – 5:00pm
Cost: Free


Diffusing Comm Center Conflict

Difficult callers are only one side of the stress of communication in 9-1-1. Negative interactions with coworkers and supervisors can end up being more stressful than the work itself. With a better understanding of how to communicate during tense times, 9-1-1 professionals can improve their center’s culture and efficiency. This 8-hour training class provides the knowledge and tools for more effective communication at any level of the organization, whether line level employee, training instructor, or supervisor.

In this class participants learn how to:

  • Prepare for and engage in a difficult conversation
  • Identify their conflict style
  • Stay present and courteous even when they’ve lost patience
  • Communicate more effectively during heated exchanges
  • Defuse conflict and regain common ground

About your Instructor: Adam began his 18-year career in public safety as a 9-1-1 dispatcher for Los Angeles Police Department, where he spent over a decade under the headset. He left dispatch to start his training company, The Healthy Dispatcher. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in the 9-1-1 industry.

Date/Time:
August 18, 2022, 8:00am – 5:00pm
Cost: Free


9-1-1 Homicide: Is the Caller the Killer?

Thirty percent of all murderers call 911 pretending to be innocent!  During this course, you will learn the Indicators of Guilt and Indicators of Innocence to predict the caller's involvement in the offense.  Actual homicide calls/cases will be analyzed by the students to learn and gain the skills necessary to get the truth in murder investigations.  Dispatchers, (the TRUE first responder to a homicide), Street Officers, Investigators, Prosecutors and Coroners should all attend this training!  

About the Instructor:

Tracy Harpster has served as a police officer in Ohio since 1984. He has worked as streetofficer, undercover narcotics officer, Sergeant,   Detective Sergeant, Lieutenant and Deputy Chief. In 2006, DC Harpster achieved a Graduate degree from the University of Cincinnati where his Master’s Thesis examined the indicators of innocence and guilt of 9-1-1 homicide callers reporting the offense. The study defined and analyzed the indicators in order to assist homicide detectives gain insight into the offense, suggest offender probability, and explore pertinent issues during the interview and interrogation phases of the investigation.  Deputy Chief Harpster is a member of the Vidocq Society and has shared his research at homicide conferences across the country and used his research to investigate over 2200 homicides.

Date/Time:
September 6, 2022, 8:00am –
September 7, 2022, 5:00pm
Cost: Free

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