Comm Center Staffing Workshop

Course syllabus

Course Description

Determining appropriate staffing levels for a public safety answering point (PSAP) or emergency communications center can be difficult. Even more challenging than that can be the task of justifying your findings before a personnel or budgeting authority. Without a detailed, formalized system in place that considers call volume and other PSAP-specific data, it is almost impossible to calculate your staffing needs and know if your center is adequately staffed at all times.

Designed to instruct attendees on the use of the NENA Communications Center Staffing Tool, this hands-on workshop then has you using the Tool during the workshop to determine your center’s staffing needs at a high-level. You will use a combination of facilitator-provided practice data and your PSAP’s actual data to determine the staffing needs of your center. Upon return to your agency, you will further modify the Tool with your center’s data to provide an accurate staffing assessment.

Please note: Each student must bring a laptop computer to the workshop. The laptop must be have a USB port and be able to open Microsoft Excel spreadsheets.

Continuing Education Credits

1 point

IAED accepts NENA courses as continuing education. Get details at

State Certifications: Michigan - NENA 201903B
Contact us for details regarding other certifications.

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Who should attend?


What are they saying?

“The tools provided are fantastic! They helped us make the argument for more staff.”
"The spreadsheet to use and will help to justify staffing requests."
Favorite part of the course: "The overview of the documents that were provided and the interaction of all participants."

Your Instructors:

Jim Lake, ENP

Jim Lake, ENP

Jim is the Director of the Consolidated 9-1-1 Center for Charleston County and has worked in public safety for nearly 40 years. In his current position, Jim heads the 9-1-1 center in the third-largest county in South Carolina, servicing more than 350,000 citizens.

Louisa Lake, ENP

Louisa Lake, ENP

Louisa is a Public Safety Consultant for Mission Critical Partners, LLC (MCP) and has worked in public safety communications for more than 28 years. For the last five years, Louisa has been coordinating MCP’s ENP Study Group, a program that has helped over 500 Emergency Communications Specialists prepare for NENA’s ENP certification.

Cost: Member $199 | Non-member $275 | Outright Purchase $4,000

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