NENA’s Center Training Officer (CTO) program is a 3-day, student-centered course, which provides attendees the skills to develop a training strategy focused on trainee success in a learn by-doing environment. This course leads to higher telecommunicator performance and retention by providing attendees with the ability to teach to their trainee’s strengths and learning modalities and (more…)

The FBI now recommends that communications professionals receive hostage negotiation training. Many hostage-incident contacts with law enforcement begin when the hostage taker calls 9-1-1. It is critical that the person who answers this call is trained. This class will prepare attendees to answer the call. Instructor Paul Barbour is a FBI Trained negotiator, has logged (more…)

The world’s first comprehensive disaster operations course designed specifically for the public safety communications professional! This course serves to educate the public safety telecommunicator on a wide range of man-made and natural disasters, their effects on the community and its infrastructure, and the response and recovery needs of each. In addition, this course will provide (more…)

This course examines how bullying occurs and how to combat the issue. The eight-hour course explores the nature of the problem, its impact on people and organizations, corrective actions that can be taken, and steps to foster and maintain civility in the communications center. This course aims to help students develop the skills needed to (more…)

In 2009, the Next Generation of APCO Project RETAINS announced that research had proven turnover rates for emergency communication centers (ECC) in the US were at 19%. That was an increase of 3% since 2005 and still reflected a higher turnover rate than the teaching and nursing industries – both highly publicized staffing crises. It (more…)

Emotional Intelligence (EI) is the cornerstone of all healthy relationships that is the foundation of an effective workplace. It is imperative that employees raise their self-awareness to realize how their thoughts and behaviors affect everyone around them. This class addresses the four pillars of EI, the three primary components of EI, and how these translate (more…)