9-1-1 Center Supervisor Program

Course syllabus

Course Description

This course will give new supervisors the skills they need to succeed in their positions. It will give experienced supervisors updated, refreshed skills that will further their careers.

Using a combination of lecture and practical exercises, students will 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.

This is a 3-day course.

In order to fully participate in daily assignments and activities, all students should bring a laptop with a USB port, Microsoft Word and PDF reader software.

There are no re-certification requirements for this course. 

Continuing Education Credits

3 points

IAED accepts NENA courses as continuing education. Get details at emergencydispatch.org/certification.

State Certifications: 

Michigan - NENA 201610A
New Mexico - NM170361
Idaho P.O.S.T. Course # 602


Contact us for details regarding other certifications.

Interested in Attending or Hosting this course?

Find and register for an upcoming In-Person or Instructor-Led Online course.

Host a NENA Course.

Who should attend?

Technology / NG9-1-1

What are they saying?

"Most knowledge I've got from a class on this topic."
"Honestly, this was the best supervisor course I have attended and I have attended many. Very engaging and informative."
"This course was one of the best (if not the best) I have attended in relation to my work. I, at the end of day three, found it difficult to believe I had been in class for three days."
"I found this course very helpful and needed for our agency."
"Being new to a supervisor role, they covered areas I had not been introduced to. This gave me a lot to consider and take back to my agency."
Favorite part of the course: "Learning different ways to supervise and about documentation."
Favorite part of the course: "PIP, evaluations. Learned a lot to take back with my agency."
Favorite part of the course: "Leadership vs. Supervision, documentation, reading recommendations."
"The material is relevant to my job and I enjoy learning how to do the job better."
"Everything was great, highly recommend for our entire supervisor agency to take."
"The materials use to help with becoming a better supervisor. I feel so much more better and confident at my job."

Your Instructor:

Lisa Fulton

Lisa Fulton, ENP

Lisa Fulton (ENP) is the former Manager of the Metropolitan Nashville Department of Emergency Communications (MNDEC) and has worked in emergency communications, broadly speaking, for 25 years. Currently, Lisa manages the development of NENA’s online content, including the Webinar Wednesday program, and is the instructor for several courses on industry best practices.

Cost: Member $399 | Non-member $550 | Outright Purchase $10,000

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