THREE DAYS THREE CLASSES
October 9 - 11, 2019 l Iowa State University l Ames, IA
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 Training Officer (CTO) Program (3 days)
Wednesday, October 9 - Friday, October 11, 2019 | 8:30am – 5:00pm each day
The NENA Center Training Officer (CTO) Program provides you with the proper framework to train your new employees, which leads to better performance and higher retention rates. The course covers proper evaluation and documentation of performance, setting milestones, and developing a plan for trainee success. CTO software with the exclusive NENA Daily Observation Report template provided by Agency360 Public Safety Software.
In order to fully participate in daily assignments and activities, all students should bring a laptop with a USB port, Microsoft Office and PDF reader software.
There are no re-certification requirements for this course.
Liability Issues in the 9-1-1 Center
Wednesday, October 9 | 8:30am – 5:00pm
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. Attendees will hear about the concepts underlying legal terms like "liability,” "damages,” and "immunity.”
Lessons learned from court cases will be used to provide examples of procedural violations that formed the basis of lawsuits against PSAPs. Finally, the concept of privacy in the dispatch center will be evaluated from a constitutional perspective and in light of the many rules governing the confidentiality of medical information.
Preventing Telecommunicator Tunnel Vision
Thursday, October 10 | 8:30am – 5:00pm
In this workshop, participants identify and discuss common problem areas that our telecommunicators experience in the performance of their duties. You'll learn tips and tools that help you identify and correct problems to ensure your team members succeed.
Whether it's in-the-moment issues like freezing up when CAD doesn’t work or when addresses do not validate, or systemic issues such as failure to follow protocols or errors resulting from inflexible QA questions, you'll get the training resources you need to get (and keep) your call takers performing at their very best.
Leadership in the 9-1-1 Center
Friday, October 11 | 8:30am – 5:00pm
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.