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

T:  (512) 916-6000
F: (512) 916-6001


NENA SOP Development: Refining & Enhancing Your 9-1-1 Center

*This class is a live, virtual training being offered online*

Where do you start when it comes to developing a standard operating procedures (SOPs) manual? What’s the difference between policies, procedures, and guidelines? Does what you use really make a difference? What information do industry standards-setting organizations provide that can help you get started? This hands-on course is designed to answer these questions and more, and provide guidance in this difficult and time-consuming task. This course includes lecture and exercises that examine policies and procedures, accreditation, industry standards, and best practices that drive an agency’s needs.

Students will engage in discussion and learn a step process to developing policies and obtaining buy-in. Time will be spent in groups for hands-on policy development and critique from the instructor and peers. Students are encouraged to bring policies or procedures with which they may need assistance. Students should take away an increased knowledge regarding policy development and be able to employ the steps once they return to their agency. Sample policies will be provided as reference material.

April 28, 2021, 8:00am – 5:00pm

Cost: Free
Hours: 8



NENA Instructor

Special Instructions:

Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG. 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".


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

Continuing Education Credits:

Course ID: 30028

Register Now

April 20, 2021

There are 16 seats remaining

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Cancel Registration

CAPCOG reserves the right to cancel a class that does not meet the minimum number of registered attendees at least seven business days before the class start date. In those circumstances, CAPCOG will provide a full refund. Students who wish to cancel their registration must cancel online or notify CAPCOG in writing (via email or fax) at least seven business days prior to the course date in order to receive a refund. There will be a $10 administrative fee for processing the refund.

"No shows" and student cancellations made less than seven business days prior to the start of class may be charged the full course fee. Partial attendance will not be permitted for any of the courses.

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