Anyone who works in a 9-1-1 center knows that each day brings new challenges. From handling types of calls that require a specific knowledge base, to dealing with coworkers, to building skill sets and working towards career advancement, all team members in the PSAP have a lot on their plates.

The Expanding Your Horizons course suite focuses on a number of the major PSAP-centric issues impacting public safety professionals nationwide – be they the telecommunicators on the floor, the communications center directors, or anyone in between. If you are looking to hone your skills, increase your awareness, or take your talents to the next level, these are the classes for you.

Item Name		Posted By	Date Posted
Missing! Link  [ more ] [ hide ]		Administration	12/3/2011
An estimated 1.3 million children go missing every year, and in situations like these, every minute is a mile. When a missing child is reported, the 9-1-1 call taker becomes the first first responder – the vital link between frantic parents and emergency services. Recognition, knowledge, and preparedness are key in this race against time. This course will instruct PSAP personnel on principals developed by the National Center for Missing and Exploited Children to best handle these calls. Attendees will also explore call-handling issues associated with persons who are considered to be at risk, including seniors and people with disabilities. Participants will learn about policies and protocols designed to assist PSAP personnel in processing these calls the right way from the moment the call is answered, and will be provided with a “telecommunicator’s toolbox” designed to identify their roles and responsibilities when handling missing person incidents.
Overcoming Negativity in the Comm Center Link  [ more ] [ hide ]		Administration	12/3/2011
Does the sign on your communications center door read, “Enter at your own risk?” Are negative attitudes poisoning the relationships in your center and affecting overall performance? You have the power to help turn things around, improve morale, and create a healthy and happy work environment! The ALIVE Principle will give you the tools to fight negativity in your PSAP and in your personal life.
Preparation for PSAP Management Link  [ more ] [ hide ]		Administration	12/3/2011
This course is designed to give those with managerial aspirations the inside scoop about the issues that they need to be familiar with in order to prepare for what lies ahead. Based on the experiences of those who have risen through the ranks, attendees will hear about such diverse and critical topics as management styles, elements necessary for successful PSAP management, and planning and goal setting.
Customer Service for 9-1-1 Professionals Link  [ more ] [ hide ]		Administration	12/3/2011
In the world of emergency services, the term customer service takes on a completely new meaning. This course will begin by identifying the customer base for a 9-1-1 center. This is a broad spectrum that includes those calling 9-1-1 to report an emergency, those that we send out in response to a request for help, and everyone in between. Once our customers have been identified, we will examine the interaction that takes place on each level and the positive or negative impact resulting from the quality of customer service provided. This course stands out from other customer service courses in that it does not teach you merely to be polite and compliant. The course objective is to assist you in learning to provide the appropriate level of customer service in the most professional manner possible.
Ostrich to Eagle: Improving the PSAP Work Culture Link  [ more ] [ hide ]		Administration	12/3/2011
Do you find yourself spending more time dealing with coworker interpersonal issues than doing your actual job? We all know that the PSAP is a stressful environment. Long shifts, work overload, crisis calls, and thankless members of the public can test even the most patient worker’s mettle. While we can’t change any of that, there are ways to reduce the headaches brought on by uncivil, difficult, or bullying peer-to-peer interactions.
Change Management in 9-1-1 Link  [ more ] [ hide ]		Administration	12/3/2011
In an industry where technology is changing rapidly, it is vital that we ensure our staff understand the change and have the tools they need to make the change effective. Although the technology is the first thing everyone is talking about, managing the people through the change is a vital part of any successful implementation. The first part of this course will give you some basic strategies for dealing with change and the second part of the course will teach you how to effectively and successfully manage change in your program, department, or agency/company.