FIVE DAYS FIVE CLASSES
March 23-27, 2020 l Bentonville Police Department l Bentonville, Arkansas
Attend one, two, three, or all five 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.
Enhanced Caller Management
Monday, March 23 | 8:30am – 5:00pm
NENA’s Enhanced Caller Management course helps you become a better call taker, enhances your professional skills, and improves outcomes for your agency and the community you serve. From active listening to decision making, local knowledge to performing efficiently in a crisis, the journey to becoming a star performer under the headset starts here.
This exciting course builds upon basic standards, protocols, and policies to help you advance to the next level of 9-1-1 call taking proficiency on your journey towards professional mastery. Topics include: handling infrequent but highly critical events, improving listening skills, and developing a plan to keep your skills growing to meet new challenges.
Advanced Police Dispatching
Tuesday, March 24 | 8:30am – 5:00pm
Excellent police dispatchers must continually improve their skills and keep current with evolving trends. This course helps experienced law enforcement dispatchers take their abilities, knowledge, and performance to the next level. Attend to learn about the dispatcher's role in specific crucial situations such as handling increased radio traffic, ICS events, SWAT/Negotiator calls, civil disturbances, and active assailant events.
Through this course, you not only learn vital information about the evolution of your profession, but also learn to anticipate field unit requests, and prepare to successfully handle large- and small-scale events while maintaining public welfare and field responder safety.
Liability Issues in the 9-1-1 Center
Wednesday, March 25 | 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.
Leadership in the 9-1-1 Center
Thursday, March 26 | 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.
9-1-1 Customer Service: Takes Seconds, Saves Minutes
Friday, March 27 | 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.
In this presentation, the instructor will demonstrate customer service methods that may take call-takers a few extra seconds, but in the end will save minutes by creating a more comfortable environment of efficiency between the caller and the call-taker. 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.