6800 Burleson Road
Building 310, Suite 165
Austin, TX 78744

T:  (512) 916-6000
F: (512) 916-6001


Comm Center Supervisor

From Hero Light:

On the frontline, wedged between dynamic calltakers/dispatchers and administration, we find the modern day Comm Center Supervisor. In one day, supervisors will emerge refreshed, re-focused, empowered and ready to lead into Next Generation 911. Meant for tenured supervisors as well as those new to the mission, attendees will learn the latest techniques available for supervising present day 911 teams. Included will be real life help on increasing positive culture, reducing bullying, and adapting to quickly changing technology. Students will be led through exercises meant to increase resilience, confidence and overall health in the position. Detroit-based empowerment expert, Grace Liang will teleconference with all participants. Books of encouragement will be provided. Ideal for supervisors to attend alone or for teams to experience together. 


About the Instructor:

Dispatcher Tracy C. Ertl has dedicated 26 years to public safety communications, working as a communications supervisor for the last decade at Brown County Public Safety Communications, a consolidated 911 center in Green Bay, Wisconsin.  Tracy has served thousands of public safety students as a devoted APCO Adjunct Instructor, presenting nationally and internationally. She is also Publisher at TitleTown Publishing, a mainstream publishing house specializing in survival and police titles. Tracy founded HeroLight as a training company built to bring out the hero and happy in all people.

February 25, 2020, 8:00am – 5:00pm

Cost: Free
Hours: 8



Tracy Ertl

Special Instructions:

When space allows, we can open the class up for outside agencies to attend for a fee of $150.00. Non-member agencies may contact Veronica Neal at 512-916-6097 for availability.

Dress Code: To promote a professional training environment, CAPCOG requires proper professional attire. T-shirts, shorts, leggings, and flip-flops are prohibited.

Entry to the building: Come in through the Capital Area Council of Governments Training Center entrance (under metal awning – this door is unlocked) and then take the second door on the right (you’ll have to be let in this door). Follow instructions on signage. If there is no sign, use the phone on the wall to dial ext. 6004 for entry and/or further instructions. 

Attendee must bring their PID # to receive TCOLE credit for courses taken at CAPCOG. No meals provided with this training. CAPCOG provides training for the Public Safety Answering Points (PSAPs) in our region at no cost to 9-1-1 telecommunicators and their departments. When space is reserved for a 9-1-1 training class offered by CAPCOG, students, or the supervisor who made the reservation, must cancel such reservation at least two business days prior to start of the class or payment for the class will be invoiced to the appropriate agency for the "no show".


Capital Area Council of Governments - Cedar Room
6800 Burleson Road
Building 310, CAPCOG Training Center
Austin, Texas 78744

For Questions:
Contact Veronica Neal at 512-916-6097 or vneal@capcog.org

Continuing Education Credits:

Course ID: 27513

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