Enhanced Caller Management



Course syllabus

Course Description

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.

Continuing Education Credits

1 point


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

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

Interested in Hosting a Course

Who should attend?

Telecommunictors
CTO
Supervisors
Managers/Directors

What are they saying?


"The entire course was fantastic."
"Very informative. Fantastic content.”
“A wealth of excellent information.”
“Several great tips to take back to my center to share.”

Your Instructors:

Brian Tegtmeyer

Brian Tegtmeyer, ENP

Brian is the Executive Director at DuPage Public Safety Communications (DU-COMM) and has worked in public safety communications for more than 21 years. In his current position, Brian runs a consolidated 9-1-1 center in the second-largest county in Illinois, serving over 44 police and fire agencies, and more than 800,000 citizens.


John Ferraro, ENP

John Ferraro, ENP

John is the Executive Director of Northwest Central Dispatch System (NWCDS) in Arlington Heights, Illinois and has been an active member of the public safety community for the last 25 years. In his current position, John oversees a 9-1-1 PSAP that handles police, fire, and EMS dispatch for 11 suburban communities of Chicago and services about 500,000 citizens.

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



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