SOP Development: Refining & Enhancing Your 9-1-1 Center

Course syllabus

Course Description

Where do you start when it comes to developing a standard operating procedures (SOPs) manual? What’s the difference between policies, procedures, and guidelines? Does what you use really make a difference? What information do industry standards-setting organizations provide that can help you get started?

This hands-on course is designed to answer these questions and more, and provide guidance in this difficult and time-consuming task.

This course includes lecture and exercises that examine policies and procedures, accreditation, industry standards, and best practices that drive an agency’s needs. Students will engage in discussion and learn a step process to developing policies and obtaining buy-in. Time will be spent in groups for hands-on policy development and critique from the instructor and peers. Students are encouraged to bring policies or procedures with which they may need assistance. Students should take away an increased knowledge regarding policy development and be able to employ the steps once they return to their agency. Sample policies will be provided as reference material.

Continuing Education Credits

1 point

IAED accepts NENA courses as continuing education. Get details at

State Certifications:
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Who should attend?


What are they saying?

"Reviewing policies for proper structure and content was incredibly helpful."
"They made it easy for me to understand how to write a policy."
“My favorite part was creating a policy from scratch”

Your Instructors:

Leslie Whitham, ENP

Leslie Whitham, ENP

Leslie is a Public Safety Dispatch Supervisor for the Chino Police Department in Chino, California and has worked in the public safety field for more than 25 years. A longtime supervisor and instructor, Leslie brings a commitment to teaching and a belief in the importance of comradery amongst 9-1-1 professionals with her to NENA.

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.


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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