Our wide variety of one-day and two-day classes, developed and led by experts in the field, are divided into seven "suites," allowing you to easily find the courses that are right for you. Select a suite from the drop-down list above or the list below to begin exploring our offerings, or scroll down to view the entire catalog of NENA's in-person classes.

The Course Categories are:

• The PSAP Manager's Toolkit
• Expanding Your Horizons
• Preparing for the Worst
• Getting the Word Out
• The Future is HERE!
• Keeping Your PSAP Finely Tuned
• Learning the Ropes

You can visit individual course pages to find upcoming scheduled locations for each class, or visit the NENA Events Calendar to see what is happening in your region.

If you are interested in taking a course that is not currently scheduled to be offered in your area, visit our Host a Course page to find out how you can bring it directly to you. You can also contact NENA's Education Programs Manager, Chris Nussman, for additional information.

NENA Courses - Expanding Your Horizons [ More InfoHide Info ]
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.
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.

NENA Courses - Getting the Word Out [ More InfoHide Info ]
The Getting the Word Out course suite addresses the best ways to deliver educational and training-related messages to varied and diverse audiences and will give you the tools you need to empower others to act as informed and persuasive voices for 9-1-1 and public safety issues.
Government Education Link  [ more ] [ hide ]		Administration	12/3/2011
You can make a difference in your community and beyond by learning how to deliver effective messages to agents of change. Come to this interactive course and learn proven techniques for reaching local, state, and national policymakers. This class will provide you with examples of successful stakeholder education campaigns, and show you how to craft and communicate your message effectively by providing you with the tools to develop strategic plans, create marketing materials, write persuasive speeches, and more.
"In the Trenches" Approach to Public Education Link  [ more ] [ hide ]		Administration	12/3/2011
Whether you are just starting out in 9-1-1 public education, or are a veteran in need of some fresh ideas, this is the course for you! You will learn from the ground up how to implement and maintain successful public educations programs, as well as how to get the most out of your current initiatives.
Training the 9-1-1 Trainer Link  [ more ] [ hide ]		Administration	12/3/2011
Are you looking for information on how to reach adult learners? Are you in need of fresh strategies to keep your classes interesting? Are a few students with negative attitudes dragging everyone down? Are you tired of watching eyes glaze over as training wears on? If you have answered yes to any of these questions, you are not alone. Many who came before you have successfully overcome these issues. How did they do it?

NENA Courses - Keeping Your PSAP Finely Tuned [ More InfoHide Info ]
The Keeping Your PSAP Finely Tuned suite of classes is targeted to 9-1-1 professionals and governing authorities responsible for ensuring that PSAPs are adequately funded, well protected in the event of a lawsuit, in compliance with governmental regulations, and able to evolve the form and function of the traditional PSAP.
9-1-1 Cener Consolidation Link  [ more ] [ hide ]		Administration	12/3/2011
This course is designed to help PSAP managers and 9-1-1 officials understand the often difficult and demanding process of consolidating multiple PSAPs into a single, unified communications center. Written based on the experiences of private sector professionals and 9-1-1 center managers who have overseen consolidation projects, the class emphasizes the steps necessary to overcoming the doubt, opposition, and obstacles that are common to most consolidation efforts.
ADA A to Z Link  [ more ] [ hide ]		Administration	12/3/2011
This course will introduce PSAP managers and emergency communications officials to the many facets of the Americans with Disabilities Act (ADA) that directly impact communications center operations, and will help 9-1-1 professionals understand the difference between proper and improper practices as defined by the law.
Grant Management for PSAPs Link  [ more ] [ hide ]		Administration	12/3/2011
With budgets strained to the breaking point, grants have become a critical source of funding for 9-1-1 centers. Awards for improving homeland security, building next generation capable infrastructure, and upgrading PSAP technology continue to increase, but how can 9-1-1 professionals locate these opportunities and create successful applications? It’s easier than you may think!
Liability Issues in the 9-1-1 Center Link  [ more ] [ hide ]		Administration	12/3/2011
9-1-1 center personnel face exposure to legal liability both inside and outside the workplace. While some of this is unavoidable due to the nature of the job, training and illustration of potential pitfalls can serve to minimize potential risk. Drawn from real-world experiences, this course provides practical suggestions on limiting PSAP personnel and 9-1-1 center liability.
PSAP Design Link  [ more ] [ hide ]		Administration	12/3/2011
This course defines the process of designing a new PSAP and identifies the steps involved: from determining the need through design, bidding, construction, and move in. Attendees will hear how they, as PSAP managers, are critical to driving a project to a successful outcome and will learn about the role they play in every phase of creating or revitalizing a PSAP and/or EOC that best serves their community.
SOP SOS Link  [ more ] [ hide ]		Administration	12/3/2011
Where do you start when it comes to developing a procedure manual? Should you develop a policy, procedure, or guideline manual? What is the difference? How do you develop a consolidated communications center manual from scratch or from several existing manuals? This one-day “hands-on” course is divided into two sessions designed to answer these questions and provide guidance in this difficult and time-consuming task.
Comm Center Staffing Workshop Link  [ more ] [ hide ]		Administration	12/3/2011
Designed to instruct attendees on the use of the NENA Communications Center Staffing Tool, this hands-on workshop then has you using the Tool during the workshop to determine your center’s staffing needs at a high-level. You will use a combination of facilitator-provided practice data and your PSAP’s actual data to determine the staffing needs of your center. Upon return to your agency, you will further modify the Tool with your center’s data to provide an accurate staffing assessment.

NENA Courses - Learning the Ropes [ More InfoHide Info ]
New to 9-1-1? Need help deciphering all those system maps and acronyms? Tired of sitting in meetings and wondering if those around you are speaking another language? Whether you are looking for an overview of the entire emergency communications system, or need to become knowledgeable about individual components and technologies that make up the 9-1-1 universe, the Learning the Ropes suite of classes is the place to start. Attendees can expect to gain the familiarity they need to take the training wheels off the bike, and build a solid foundation for a career in public safety. Each course is presented using non-technical language and utilizes a straightforward approach to explaining the building blocks of the 9-1-1 system.
Life Skills for Telecommunicators Link  [ more ] [ hide ]		Administration	12/3/2011
The transition into a career in emergency services can sometimes seem like you’ve entered an alternate universe. Suddenly the rules have changed. Instead of being encouraged to express yourself in new and creative ways and embracing your individuality, you are required to conform to a structure that is a completely foreign concept. The agency that you’ve joined has likely been well trained to understand the dynamics and traits of your generation. However, many of you were never taught what to do in a world that understands why you function the way you do but has not changed to accommodate these traits.
Understanding GIS for the PSAP Link  [ more ] [ hide ]		Administration	12/3/2011
GIS (Geographic Information Systems) plays a major role in today’s PSAP and will become increasingly important as we move towards a Next Generation 9-1-1(?) system. This course will demonstrate, in easy-to-understand language, what GIS is and why it is needed. Attendees will learn how to acquire, maintain, correct, and integrate GIS data, while exploring issues such as call routing, address verification, funding, data development, MSAGs, and call taker map displays.
Intro to Converging 9-1-1 Technologies Link  [ more ] [ hide ]		Administration	12/3/2011
It started with simply dialing “9-1-1” from a landline phone. Then, in the blink of an eye, it evolved into Enhanced 9-1-1, Wireless E9-1-1, VoIP, MLTS, Skype, NG9-1-1(?), and countless other public safety and telecommunications services, devices, and systems – each with their own unique benefits and challenges that affect PSAP operations. This course is designed to prepare new emergency communications professionals for the increasingly diverse and interconnected public safety landscape taking shape in front of us.
Intro to 9-1-1 Database Link  [ more ] [ hide ]		Administration	12/3/2011
Because the database is a major component of the 9-1-1 system, proper development and maintenance are essential when timely and effective emergency response is priority number one. Attendees will learn exactly what it takes to build E9-1-1 databases, how to maintain their reliability and accuracy, how to ensure they are ready as new technologies enter the PSAP, and the role that 9-1-1 center personnel play in the entire process. Designed for public sector and private sector emergency communications professionals, this course is ideal for those who are new to, or are unfamiliar with, data terminology, processes, and concepts. Through both interactive lecture and hands-on exercises in building the various data sets that are common to all 9-1-1 systems, participants will gain the tools necessary for effective E9-1-1 database creation, upkeep, and enhancement.
The 9-1-1 Puzzle: Putting All the Pieces Together Link  [ more ] [ hide ]		Administration	12/3/2011
Whether your community is in the early stages of implementing 9-1-1, or you are new to the PSAP, the telecommunications industry, or any level of government, this course will introduce you to the core elements of the 9-1-1 system and help you understand the critical issues facing public safety today. Attendees will learn about the external systems and technologies that carry a call for help to the 9-1-1 center, as well as internal mechanisms within the PSAP that contain, deliver, and display critical caller information to the telecommunicator. The class covers essential PSAP and public safety communications topics and connects them, helping participants understand the 9-1-1 system and its many challenges. By applying a “common sense” approach to the world of emergency communications, students will gain a fundamental knowledge of the diverse technological and operational aspects of the 9-1-1 system.

NENA Courses - Preparing for the Worst [ More InfoHide Info ]
The Preparing for the Worst course suite utilizes a hands-on approach to showing emergency communications professionals all sides of disaster preparation, management, and mitigation so that no call for help ever goes unanswered.
Continuity of Operations Plans for PSAPs Link  [ more ] [ hide ]		Administration	12/3/2011
Does your PSAP have a Continuity of Operations Plan (CoOP)? While most centers have overarching disaster plans and make logistical preparations (to varying degrees) for disaster response and recovery, what would happen to your management team in the wake of catastrophic events?
Advanced Disaster Planning for PSAPs Link  [ more ] [ hide ]		Administration	12/3/2011
Disasters can send shockwaves through the emergency response system. They can paralyze 9-1-1 communications, endanger the lives of PSAP employees, and leave the public and field responders without a point of contact. This two-day, highly-interactive class focuses on what PSAP management and governmental decision makers serving in emergency communications can do to prepare for crises.
Disaster Planning for PSAPs Link  [ more ] [ hide ]		Administration	12/3/2011
This course is a primer in disaster planning to help 9-1-1 professionals prepare for and survive calamities that can cause disruptions to PSAP systems and failures in overall PSAP operations. The class focuses on what every employee of a 9-1-1 center can do before, during, and after catastrophic events to ensure they are able to provide continuous service.

NENA Courses - PSAP Manager's Tool Kit [ More InfoHide Info ]
When PSAP managers need help optimizing most components inside their 9-1-1 centers, many answers can be found by reading a user’s manual or calling technical support. But what about the human element? How can you be sure that you are getting the most out of yourself and your employees? The PSAP Manager’s Toolkit is designed to provide attendees with the knowledge and skills necessary to be an effective leader. Whether your are new to public safety agency management, or are a seasoned veteran looking to learn some new techniques, this suite of courses will help you understand the myriad issues faced by today’s managers and provide you with proven methods for approaching and improving your PSAP’s everyday operations.
Achieving Excellence in 9-1-1 Center Management  Link  [ more ] [ hide ]		Administration	12/3/2011
Instructor(s): Eric Parry, ENP, Jim Lake, ENP, Tonya Pearce, ENP, Nancy Banks, ENP This one of a kind, two-day offering is designed for current or prospective 9-1-1 center managers looking to maximize their potential. The goal of this class is to empower attendees to adopt a new view of their roles as managers, mentors, and leaders with a strong focus on team building in the uniquely challenging PSAP environment. Students will work to become more effective supervisors by exploring topics including selection and hiring processes, adult learning, the importance of standard operating procedures, building motivation and morale, problem solving, core values, dealing with non-compliant personnel, corrective strategies, and remediation and re-education. Beyond that, group activities will give those on hand the tools they need to improve their interviewing skills, create employee action plans, and engage in real-world problem solving utilizing situations pulled from every-day PSAP li
Leadership in the 9-1-1 Center  Link  [ more ] [ hide ]		Administration	12/3/2011
It’s not the title that one attaches to their name, but the ability to effectively manage, motivate, and mediate that makes a person a leader. This course is for current or soon-to-be PSAP supervisors who wish to enhance their understanding of the tools and traits necessary for effective leadership in the communications center. By focusing on the interpersonal elements common to the 9-1-1 center and discussing different manners of leadership, attendees will learn how to move from a transactional style of leadership to a more productive transformational style that utilizes remediation, interest-based negotiations, and re-framing tools to ensure the focus remains on people. The class also explores the benefits of knowledge of self, staff, organization, and the world. With heightened self-awareness and some new and useful techniques, attendees will return to their jobs with an increased ability to lead their team and meet their personal and professional goals.
Next Gen Employees for the Next Gen PSAP  Link  [ more ] [ hide ]		Administration	12/3/2011
Instructor(s): Jim Lake, ENP, Eric Parry, ENP, Nancy Banks, ENP 9-1-1 is evolving and so is the makeup of communications center workforce. As PSAPs prepare for next generation technology, they must also prepare for next generation telecommunicators. Although the ability to utilize cell phones, text messaging, and the internet have created a new breed of worker who is comfortable with technology, challenges may arise when trying to communicate with these Generation Y-ers (born 1981-2000). By preparing for them and the Millenials (born after 2000), we can determine how they will affect the inter-employee dynamic within the PSAP. By learning about the work ethics, motivations, and values held by the younger generations, PSAP managers can engender better communications, improve morale, and create a new generation of leaders. Through attending this course, 9-1-1 professionals – from the manager to the telecommunicator – will obtain a better understanding of their co-workers and lea
Filling the Seats in Your PSAP  Link  [ more ] [ hide ]		Administration	12/3/2011
Keeping a PSAP fully staffed can be a challenge for any agency. The desire to keep console seats filled paired with the need to fill them with qualified and reliable employees is one of the more difficult tasks 9-1-1 Centers can face. The next phase of this process is retaining the employees you have hired by actively investing in their careers as public safety professionals. This course provides information on how to positively promote a career in the Emergency Communications field. Areas of review include how to clearly define minimum qualifications and how to determine proper staffing levels. Additionally, the course will provide information on how to keep the seats filled once the hiring process is complete. This portion will include training, performance measurement, work environment, and recognition.

NENA Courses - The Future is HERE! [ More InfoHide Info ]
Over the past decade, the telecommunications industry has advanced at what was once an unimaginable rate. The 9-1-1 community has struggled to keep pace and to adapt and modernize the existing emergency communications system. In order to truly maintain the level of service expected by the public, public safety communications must move towards a new paradigm. Attendees of courses in the Future is HERE suite of offerings can expect to learn about the future of our industry – an IP-enabled, inter-networked, “system of systems” that has come to be known as Next Generation 9-1-1(?). These courses demonstrate how the ever-evolving technological landscape will affect all aspects of 9-1-1 operations, systems, and public policy.
Advanced 9-1-1 Database Link  [ more ] [ hide ]		Administration	12/3/2011
Next Generation 9-1-1(?) is coming, and you (and your database) need to be prepared! But don’t worry; this course will demonstrate how to proactively improve your existing databases, while simultaneously preparing for NG9-1-1(?). Do you know the factors challenging your database quality?
Advanced GIS Link  [ more ] [ hide ]		Administration	12/3/2011
Attendees will become versed in the methods, standards, and best practices needed to create and maintain highly accurate GIS data for current and future 9-1-1 systems. Further, participants will explore critical topics such as relevant NENA standards, mapping accuracy, data synchronization issues, verification of wireless Phase I & II information, and funding and revenue concerns. In addition to standard course materials, each attendee will receive a 90-day evaluation copy of ESRI’s ArcView GIS.
Intro to Next Generation 9-1-1 Link  [ more ] [ hide ]		Administration	12/3/2011
Next Generation 9-1-1 will revolutionize how the public accesses emergency services and alter the entire technological landscape within which existing public safety agencies operate. In addition to addressing how NG will transform the traditional 9-1-1 model, participants will explore the evolution of IP-based communications, transition issues, and NENA’s Next Generation 9-1-1 activities. This constantly updated, one-of-a-kind offering covers these issues and more, and is for anyone looking to see what the future holds for emergency response.
GIS & NG9-1-1 for the PSAP Link  [ more ] [ hide ]		Administration	12/3/2011
During the class, attendees will explore how MSAG Coordinators, Database analysts, and GIS professionals will work together to build and maintain the PSAP’s data needs. Designed to be informative, entertaining, and easy to understand, this course reviews the data development required for NG9-1-1. Progressively building on a solid foundation, attendees will come away with a better understanding of NENA’s concepts and principles of a fully NG9-1-1 PSAP environment, and the data needs to meet today’s and tomorrow’s 9-1-1 challenges.
Transition to Next Generation 9-1-1 Link  [ more ] [ hide ]		Administration	12/3/2011
You know the basics of Next Generation 9-1-1(?), your community is looking at converging technologies and making some changes in your networking and call routing, and you are, quite frankly, a bit overwhelmed! Between budget considerations, technical planning, operational planning, and governance issues, there is great deal to accomplish before an NG9-1-1(?) system can be fully implemented. But what is your transition plan? Is there an order to move in or a checklist to make sure you do everything that needs to be done?