The PSAP Manager’s Toolkit
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 life.
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.