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Contact Ty Wooten if you would like to bring any of the below courses to your area!

9-1-1 Center Supervisor Program (3-day Course).

This course gives new supervisors the skills they need to succeed in their positions. Experienced supervisors leave with updated, refreshed skills that further their careers. Using a combination of lecture and practical exercises, students 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.

Please note, all registrants should bring a laptop computer with a USB drive and WiFi enabled in order to fully participate in daily assignments and activities.

Center Training Officer Program (3-day Course)

In the PSAP, people are your most important resource. The NENA Center Training Officer (CTO) Program provides you with the proper framework to train your new employees, which leads to better performance and higher retention rates. The course covers proper documentation of performance, evaluation of performance, setting milestones, and developing a plan for trainee success. CTO software with the exclusive NENA Daily Observation Report template is provided by Agency360 Public Safety Software (

Disability Awareness Training for 9-1-1 Telecommunicators (developed by Niagara University).

This unique training provides attendees with an understanding of the challenges faced by those with disabilities when using 9-1-1, techniques to process these calls and insight into potential impacts on dispatch and response.

You Could Have a Future Here.

From the basics of supervision to education and training opportunities, planning, and time management, attendees learn the path and process to enrich their professional life far beyond what one may have assumed was possible and truly find lasting success under the headset.

Recruit, Hire, Retain, & Promote for Success.

This course provides a roadmap to writing job descriptions, expanding your candidate pool, putting processes in place to make the right hiring decisions overcoming the challenges that lead to employee turnover, and developing your highest achievers into leaders.

Cybersecurity Awareness.

Attend to understand what cybersecurity means in the world of 9-1-1; discuss the most severe cyber-risks to public safety; and learn how to develop the policies and procedures necessary to prevent and mitigate the damage caused by software viruses and network intrusion attacks.

Addressing for NG9-1-1.

Location is one of the most important aspects of emergency response. Ensuring a cohesive approach to addressing by including 9-1-1, GIS, Planning & Zoning and other agencies is key. Attendees learn how to address your jurisdiction using industry standards and best practices on a campus, rural, or urban environment.

Tactical Dispatch for the Telecommunicator.

In today’s communication centers, the need for Tactical Dispatchers is increasing. Agencies are sending their 9-1-1 Telecommunicators into field situations to staff communications vehicles for a variety of incidents. In this course, Telecommunicators will be given information on tactics and resources used in the field. This hands-on, interactive workshop will allow participants to learn new methods, discuss changing trends, and practice with exercises and group discussions. Topics will include: How ICS & NIMS apply to Tactical Dispatching, on scene roles and responsibilities, proper use of common field communication technology, mutual aid for Emergency Communications and continued education & training.

PSAP Design.

This course defines the process of designing a new PSAP and identifies the steps involved: From determining the need through design, bidding, construction, and move in.

Advanced Fire & EMS Dispatching.

Dispatching Fire and EMS units sometimes seems just like one more part of working inside the 9-1-1 Center. The truth, as many know, is much different. The complexity of fire and EMS responses, the time critical nature of fire and EMS operations, and the staffing-intensive realities of these events demand a specific set of skills and knowledge if dispatch personnel are to rise to the challenge. During this workshop, attendees will gain knowledge to help make them better dispatchers, improve their understanding of fire and EMS operations, and learn why fire- and EMS-specific dispatch skills and awareness are critical to successful outcomes.

Preventing Telecommunicator Tunnel Vision.

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.

Interpersonal Skills in the 9-1-1 Center.

One of the most consistent issues experienced in 9-1-1 centers is our ability, or lack thereof, to communicate among ourselves. Join us as we explore key elements for enhancing your communication skills, both personally and professionally. This course provides you with tools for identifying how both verbal and nonverbal communication impact the overall well being of your 9-1-1 center. Each participant will leave class with a strategic plan for improved communication that will ultimately increase the potential for a harmonious work environment. 

Enhanced Caller Management.

This exciting new 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. Join NENA for this exciting new course that 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.

Advanced Police Dispatching.

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.