The foundation of this session is based on the DISC Model of Human Behavior. Attendees will learn the importance of building better interpersonal relationships through self-awareness and improved communication skills. In addition to the topics listed below, we will discuss the importance of mentoring, developing internal talent, and succession planning.

Bottom line: Treat and train your people so well that they would be hired no matter where they go but treat them well enough, they do not want to leave.

Topics Include:

• How to know yourself, know your people, and build better teams.
  • Includes the DISC human behavior model assessment explanation
  • The importance of Interpersonal relationships
• Leadership versus management
• Communication skills, Conflict Resolution and Feedback
• Empathy and Emotional Intelligence
• The ID, Ego and Super Ego
• Accountability, Meeting expectations.
• Embrace inevitable change
• The Negativity Detoxification

Instructor

After 25-plus years in Public Safety, Tracy Eldridge has recently launched her own company/podcast, On Scene First, which focuses on educating public safety professionals on must-have technology tools and mental health resources to “save lives on both sides of the call.” She spent many years serving her community in rural Massachusetts, from dispatcher to chief dispatcher. She continues to serve as an on-call firefighter/E.M.T. on her local fire department. She is also one of the lead instructors for their Fire/E.M.S. Explorer post. Over the last ten years, she has enjoyed traveling and training 911 telecommunicators nationwide in her part-time role with The Public Safety Group. Tracy spent four years at RapidSOS. She played a pivotal role in building the world’s first emergency response data platform and successfully delivering device-based locations to 9-1-1 and field responders. She is currently a Co-chair of the NENA Acute Traumatic and Chronic Stress Standard update committee. With a passion for public speaking and mental health, Tracy has also been recognized nationally for her efforts to train and bring awareness to PTSD and public safety through conference training sessions, webinars, and keynote presentations. In 2020, Tracy was proudly named the NG911 Institute “Industry Professional of the Year.”

Special Instructions

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

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

CAPCOG provides training for the Emergency Communication Centers (ECC) 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. If not, payment for the class will be invoiced to the appropriate agency for the “no show”.

For Questions

Contact Pamela Frisk, CAPCOG senior 9-1-1 training & public education specialist.