THREE DAYS THREE CLASSES
September 18-20, 2017 l Clackamas Co. Development Services Building l Oregon City, OR
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.
9-1-1 Center Supervisor Program (3 days)
Monday, September 18 - Wednesday, September 20 | 8:30am – 5:00pm each day
This three-day course gives new supervisors the skills they need to succeed in their positions. Experienced supervisors leave with updated, refreshed skills that further their careers. Using a combination of lecture and practical exercises, students learn the supervisor’s role in HR, tools to get organized, how to effectively make the transition from line-level to supervisor, how to build and lead a team, supervisor-specific communications, conflict resolution, performance evaluations, stress management techniques, and many other skills and tips for their toolbox.
Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate in daily assignments and activities.
Leadership in the 9-1-1 Center
Monday, September 18 | 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.
Telecommunicator Tunnel Vision
Tuesday, September 19 | 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.
Liability Issues in the 9-1-1 Center
Wednesday, September 20 | 8:30am – 5:00pm
This course provides practical suggestions on limiting PSAP personnel and 9-1-1 center liability. Lessons learned from court cases are used to provide examples of procedural violations that formed the basis of lawsuits against PSAPs. The hiring and management of personnel and dispatch center operations are examined from the standpoint of compliance with federal and state laws that regulate these areas. 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.