THREE DAYS THREE CLASSES
July 16-18, 2018 l Hilton Garden Inn - Omaha West l Omaha, NE
Attend one, two, or all three days of training! These courses are perfect for anyone looking to gain knowledge, develop career enhancing skills, and earn points towards ENP certification and re-certification.
Center Manager Certification Program (5 days)
Monday, July 16 - Friday, July 20 | 8:30am – 5:00pm each day
NENA’s Center Manager Certification Program (CMCP) equips current, new, and potential PSAP and 9-1-1 authority managers and supervisors with the tools needed to effectively manage their agency through a rigorous 40-hour course of lecture and lab-based education.
The CMCP, unlike many other upper-level emergency communications training programs, utilizes a real-world, hands-on approach that is focused on topics encountered daily by managerial and supervisory level personnel: Business Writing, Financial Management, Human Resources, Legal Issues, and Communications Skills.
With a curriculum built by current and former 9-1-1 center managers with decades of combined supervisory and training experience, the program will provide you with knowledge and skills that can immediately and dramatically improve your on-the-job effectiveness and enhance your agency’s everyday operations.
Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.
Click here to register for the CMCP
Interpersonal Skills in the 9-1-1 Center
Monday, July 16 | 8:30am – 5:00pm
One of the most consistent issues experienced in 9-1-1 centers is our ability, or lack thereof, to communicate among ourselves. Join us as we explore key elements for enhancing your communication skills, both personally and professionally. This course provides you with tools for identifying how both verbal and nonverbal communication impact the overall well-being of your 9-1-1 center. Each participant will leave class with a strategic plan for improved communication that will ultimately increase the potential for a harmonious work environment.
9-1-1 Customer Service: Takes Seconds, Saves Minutes
Tuesday, July 17 | 8:30am – 5:00pm
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.
Tactical Dispatch for the Telecommunicator
Wednesday, July 18 | 8:30am – 5:00pm
In today’s communication centers, the need for Tactical Dispatchers is increasing. Agencies are sending their 9-1-1 Telecommunicators into field situations to staff communications vehicles for a variety of incidents. In this course, Telecommunicators will be given the background and training to transition into this different role. Topics will include: What is Tactical Dispatching, factors in deployment, on scene roles and responsibilities, and proper use of common field communication technology.