Community Calendar https://www.nena.org/events/event_list.asp Mon, 22 Jun 2026 05:51:58 GMT Tue, 29 Sep 2026 19:00:00 GMT Copyright © 2026 National Emergency Number Association Enhanced Police Dispatching - ILO - 07/7/26 (**Afternoon/Evening Hours**) https://www.nena.org/events/EventDetails.aspx?id=2055889 https://www.nena.org/events/EventDetails.aspx?id=2055889 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Students will access the NENA+ platform to access course materials. 
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Tue, 7 Jul 2026 20:00:00 GMT 9-1-1 Customer Service: Takes Seconds, Saves Minutes - ILO - 07/10/26 https://www.nena.org/events/EventDetails.aspx?id=2051506 https://www.nena.org/events/EventDetails.aspx?id=2051506 NOW ONLINE! 

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.

 Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years.  Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access the NENA+ system for the course and materials. The login is located at the top of the NENA.org website. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220  

 

]]> Fri, 10 Jul 2026 15:00:00 GMT Enhanced Fire Dispatching - ILO - 07/13/26 https://www.nena.org/events/EventDetails.aspx?id=2061867 https://www.nena.org/events/EventDetails.aspx?id=2061867 Enhanced Fire Dispatch is designed to improve the skills, knowledge, and abilities of Fire Dispatchers. In many cases, Fire Dispatchers are provided little training beyond that required to utilize protocol cards—this creates an environment in which Dispatchers are not able to effectively anticipate operational conditions, use critical decision-making skills regarding these incidents, or provide important and timely information.

Through this course, Dispatchers will not only be able to learn vital information about fire dispatching concepts. They will also learn valuable tools and tricks to make essential decisions more quickly and to improve their awareness and judgment when operating as fire dispatchers.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ platform to access course materials. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Mon, 13 Jul 2026 15:00:00 GMT Preventing Telecommunicator Tunnel Vision - ILO - 07/14/26 https://www.nena.org/events/EventDetails.aspx?id=2032757 https://www.nena.org/events/EventDetails.aspx?id=2032757 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.

 

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ platform for the course and materials.  Students will access the NENA+ platform at the top of the NENA website. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

 

]]> Tue, 14 Jul 2026 15:00:00 GMT Enhanced Police Dispatching - ILO - 07/15/26 https://www.nena.org/events/EventDetails.aspx?id=2051508 https://www.nena.org/events/EventDetails.aspx?id=2051508 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Students will access the NENA+ platform to access course materials. 
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Wed, 15 Jul 2026 15:00:00 GMT Leadership in the 9-1-1 Center - ILO - 07/17/26 https://www.nena.org/events/EventDetails.aspx?id=2064844 https://www.nena.org/events/EventDetails.aspx?id=2064844 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

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Attendees will access NENA's new LMS platform, NENA+, for materials and course.  You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Fri, 17 Jul 2026 15:00:00 GMT Enhanced Caller Management - ILO - 07/22/26 https://www.nena.org/events/EventDetails.aspx?id=2051515 https://www.nena.org/events/EventDetails.aspx?id=2051515 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years.  Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ system for the course and materials.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220  

]]> Wed, 22 Jul 2026 15:00:00 GMT Quality Assurance: Achieving QA/QI in the PSAP - ILO 07/23/26 https://www.nena.org/events/EventDetails.aspx?id=2061353 https://www.nena.org/events/EventDetails.aspx?id=2061353 The duties and responsibilities of those who serve our communities by accepting and processing emergency calls from the public have grown exponentially over recent years. The industry, as a whole, is challenged by the type and nature of the calls received. Factors that affect the quality of service received are the heavy workload, constant changes within the PSAP, changes in technology, as well as customer expectations.

This class discusses the joint NENA/APCO Standard 1.107.1.201 and focuses on the establishment of a quality improvement program for public safety communications personnel. NENA’s Quality Assurance: Achieving QA/QI in the PSAP is an 8-hour course designed to emphasize the importance of a quality improvement program with a focus on quality assurance reviews as a main tenant of the process.

A few things to consider when registering for an ILO course:

  • Students will access NENA+ for the course and materials.
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Thu, 23 Jul 2026 15:00:00 GMT Policy Development - ILO - 07/31/26 https://www.nena.org/events/EventDetails.aspx?id=2062336 https://www.nena.org/events/EventDetails.aspx?id=2062336 Where do you start when it comes to developing a standard operating procedures (SOPs) manual? What’s the difference between policies, procedures, and guidelines? Does what you use really make a difference? What information do industry standards-setting organizations provide that can help you get started?

This course is designed to answer these questions and more, and provide guidance in this difficult and time-consuming task.

This course includes lecture and exercises that examine policies and procedures, accreditation, industry standards, and best practices that drive an agency’s needs. Students will engage in discussion and learn a step process to developing policies and obtaining buy-in. Time will be spent in groups for hands-on policy development and critique from the instructor and peers. Students are encouraged to bring policies or procedures with which they may need assistance. Students should take away an increased knowledge regarding policy development and be able to employ the steps once they return to their agency. Sample policies will be provided as reference material.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access the NENA+ platform for the course and materials.  To access platform, go to the top of the NENA website. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Fri, 31 Jul 2026 15:00:00 GMT Enhanced Police Dispatching - ILO - 07/31/26 https://www.nena.org/events/EventDetails.aspx?id=2051516 https://www.nena.org/events/EventDetails.aspx?id=2051516 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Students will access the NENA+ platform to access course materials. 
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Fri, 31 Jul 2026 15:00:00 GMT Leadership in the 9-1-1 Center - ILO - 08/03/26 https://www.nena.org/events/EventDetails.aspx?id=2053624 https://www.nena.org/events/EventDetails.aspx?id=2053624 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

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Attendees will access NENA's new LMS platform, NENA+, for materials and course.  You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Mon, 3 Aug 2026 15:00:00 GMT Enhanced Police Dispatching - ILO - 08/05/26 https://www.nena.org/events/EventDetails.aspx?id=2053617 https://www.nena.org/events/EventDetails.aspx?id=2053617 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Students will access the NENA+ platform to access course materials. 
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Wed, 5 Aug 2026 15:00:00 GMT 9-1-1 Customer Service: Takes Seconds, Saves Minutes - ILO - 08/07/26 https://www.nena.org/events/EventDetails.aspx?id=2053618 https://www.nena.org/events/EventDetails.aspx?id=2053618 NOW ONLINE! 

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.

 Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years.  Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access the NENA+ system for the course and materials. The login is located at the top of the NENA.org website. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220  

 

]]> Fri, 7 Aug 2026 15:00:00 GMT Staffing for Success - ILO - 08/14/26 https://www.nena.org/events/EventDetails.aspx?id=2054981 https://www.nena.org/events/EventDetails.aspx?id=2054981 Keeping a PSAP fully staffed can be a challenge for any agency. The desire to keep console seats filled, paired with the need to fill them with qualified and reliable employees, is one of the more difficult tasks 9-1-1 centers can face. The next phase of this process is retaining the employees you hire by actively investing in their careers as public safety professionals. The PSAP culture plays a critical role in retention of qualified employees.

This course provides information on all aspects of personnel, from creating a strong hiring policy to building and promoting successful candidates. Students will learn best practices for each stage of the process, and will take home ideas they can implement immediately, as well as benefit from class discussion as colleagues share their successes. Participants will also take home ideas on how to retain their employees, and how to support them throughout their careers.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended
  • You should have a strong internet connection. Students will access the NENA+ platform (to access, click on the NENA+ link at top of NENA website). 
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Fri, 14 Aug 2026 15:00:00 GMT Enhanced Caller Management - ILO - 08/17/26 https://www.nena.org/events/EventDetails.aspx?id=2054978 https://www.nena.org/events/EventDetails.aspx?id=2054978 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years.  Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ system for the course and materials.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220  

]]> Mon, 17 Aug 2026 18:00:00 GMT Addressing for NG9-1-1 - ILO - 08/20/26 https://www.nena.org/events/EventDetails.aspx?id=2053556 https://www.nena.org/events/EventDetails.aspx?id=2053556 Addressing in the ever-changing world of NG9-1-1 hinges on multiple agencies within a jurisdiction, one of the principal departments in this process is GIS. Mapping of addresses, along with assignment of those addresses will make the transition to an NG9-1-1 system more efficient, and will serve to improve public safety overall.

This course gives a brief overview of GIS for non-GIS users such as planners who may be assigning addresses, it will provide an understanding of the basics of addressing by utilizing different address systems and how address information is essential for 9-1-1. Students will demonstrate data maintenance and quality control methodologies utilizing hands-on examples where possible.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will be utilizing the NENA+ platform to access the course and materials.  
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Thu, 20 Aug 2026 15:00:00 GMT Tactical Dispatch: Creating a Program - ILO - 08/25/26 https://www.nena.org/events/EventDetails.aspx?id=2053628 https://www.nena.org/events/EventDetails.aspx?id=2053628 Thinking about implementing a tactical dispatch program but don't know where to start? This online course teaches the basics of these programs, the benefits and the pitfalls, and provides specific guidance to build a highly effective program. Learn how to get agency buy-in, how to find funding, how to acquire equipment, and how to select team members. This is an Instructor-Led Online course only.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access the course and materials via the NENA+ platform 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Tue, 25 Aug 2026 15:00:00 GMT Preventing Telecommunicator Tunnel Vision - ILO - 08/27/26 https://www.nena.org/events/EventDetails.aspx?id=2062972 https://www.nena.org/events/EventDetails.aspx?id=2062972 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.

 

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ platform for the course and materials.  Students will access the NENA+ platform at the top of the NENA website. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

 

]]> Thu, 27 Aug 2026 15:00:00 GMT Enhanced Police Dispatching - ILO - 09/04/26 https://www.nena.org/events/EventDetails.aspx?id=2057634 https://www.nena.org/events/EventDetails.aspx?id=2057634 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • On the day of class, students must access the NENA+ platform to access course materials. 
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Fri, 4 Sep 2026 15:00:00 GMT Quality Assurance: Achieving QA/QI in the PSAP - ILO 09/08/26 https://www.nena.org/events/EventDetails.aspx?id=2061355 https://www.nena.org/events/EventDetails.aspx?id=2061355 The duties and responsibilities of those who serve our communities by accepting and processing emergency calls from the public have grown exponentially over recent years. The industry, as a whole, is challenged by the type and nature of the calls received. Factors that affect the quality of service received are the heavy workload, constant changes within the PSAP, changes in technology, as well as customer expectations.

This class discusses the joint NENA/APCO Standard 1.107.1.201 and focuses on the establishment of a quality improvement program for public safety communications personnel. NENA’s Quality Assurance: Achieving QA/QI in the PSAP is an 8-hour course designed to emphasize the importance of a quality improvement program with a focus on quality assurance reviews as a main tenant of the process.

A few things to consider when registering for an ILO course:

  • Students will access NENA+ for the course and materials.
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Tue, 8 Sep 2026 15:00:00 GMT Enhanced Police Dispatching - ILO - 09/15/26 https://www.nena.org/events/EventDetails.aspx?id=2057646 https://www.nena.org/events/EventDetails.aspx?id=2057646 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Students will access the NENA+ platform to access course materials. 
  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Tue, 15 Sep 2026 15:00:00 GMT Preventing Telecommunicator Tunnel Vision - ILO - 09/17/26 https://www.nena.org/events/EventDetails.aspx?id=2064796 https://www.nena.org/events/EventDetails.aspx?id=2064796 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.

 

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ platform for the course and materials.  Students will access the NENA+ platform at the top of the NENA website. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

 

]]> Thu, 17 Sep 2026 15:00:00 GMT Enhanced Fire Dispatching - ILO - 09/24/26 https://www.nena.org/events/EventDetails.aspx?id=2062338 https://www.nena.org/events/EventDetails.aspx?id=2062338 Enhanced Fire Dispatch is designed to improve the skills, knowledge, and abilities of Fire Dispatchers. In many cases, Fire Dispatchers are provided little training beyond that required to utilize protocol cards—this creates an environment in which Dispatchers are not able to effectively anticipate operational conditions, use critical decision-making skills regarding these incidents, or provide important and timely information.

Through this course, Dispatchers will not only be able to learn vital information about fire dispatching concepts. They will also learn valuable tools and tricks to make essential decisions more quickly and to improve their awareness and judgment when operating as fire dispatchers.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years. Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ platform to access course materials. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220

]]> Thu, 24 Sep 2026 15:00:00 GMT 9-1-1 Customer Service: Takes Seconds, Saves Minutes - ILO - 09/25/26 https://www.nena.org/events/EventDetails.aspx?id=2057641 https://www.nena.org/events/EventDetails.aspx?id=2057641 NOW ONLINE! 

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.

 Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years.  Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access the NENA+ system for the course and materials. The login is located at the top of the NENA.org website. 
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220  

 

]]> Fri, 25 Sep 2026 15:00:00 GMT Enhanced Caller Management - ILO - 09/29/26 **Afternoon/Evening Hours** https://www.nena.org/events/EventDetails.aspx?id=2068691 https://www.nena.org/events/EventDetails.aspx?id=2068691 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.

Excellence in Dispatch Certificate             

This course is a part of NENA’s Excellence in Dispatch (EID) Certificate.  9-1-1 professionals that complete this and at least two other EID courses within two years.  Click here to learn more.

A few things to consider when registering for an ILO course:

  • Each attendee must have their own laptop/computer. Multiple students cannot share computer. iPads and phones are not recommended.
  • Students will access our NENA+ system for the course and materials.
  • You should have a strong internet connection.
  • Have a quiet room, so you can devote your full attention to the course, with no distractions.
  • There are a limited number of seats available, so please let us know as soon as possible if you can no longer attend.  Most  of our ILO courses have a waiting list, and we would like to accommodate everyone who can attend.

NENA Course Policy

NENA Members - $160

Non-Members - $220  

]]> Tue, 29 Sep 2026 20:00:00 GMT