Leadership in the 9-1-1 Center

Course syllabus

Course Description

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.

Continuing Education Credits

1 point

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

State Certifications:                     Michigan - NENA2020-1066, Idaho P.O.S.T. Course #: 602A
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.

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Who should attend?

Technology / NG9-1-1

What are they saying?

“The material was up to date and useful. One of the best Leadership classes I have taken!"
"I found this course very helpful, uplifting and informative."
"High quality classes with excellent instruction."
"Great, relevant information on the 9-1-1 industry."
"Course content was well planned and informative."
“The class seemed to have a good flow. Many good 'take a ways' from this course."

Your Instructor

Nancy Lockhart

Nancy Lockhart

Nancy Lockhart is the Fire Operations Chief for St. Joseph County 911 and has worked in 9-1-1 for the past 30 years. Currently, she oversees fire response for the 5th largest county in Indiana, serving more than 250,000 people.


In Person: Member $199 | Non-member $275 | Outright Purchase $4,000
ILO: Member $139 | Non-member $199 | Outright Purchase $2,800

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