NENA presents 9-1-1 Center Supervisor Program

Course Description:

This course will give new supervisors the skills they need to succeed in their positions. It will give experienced supervisors updated, refreshed skills that will further their careers. Using a combination of lecture and practical exercises, students will 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.

Course Objectives:

1. Understanding the role of supervisor in Public Safety Communications
2. Learn techniques to enhance your role of Supervisor including communication, time management and leadership styles.
3. Demonstrate a foundation of proper documentation, corrective action and methods of evaluation.

TCOLE Hours: 24

Course Prerequisites:

None

Course Materials:

• Course Manual
• Flash drive
  o PowerPoint
  o Handouts

Student Expectations:

All electronic devices are to be turned off or set to silent before the start of class. Students are expected to act in a professional manner, participating in the course, be courteous to the instructor(s) and your fellow participants. When applicable, students are expected to pass the final exam with a score of 75% or above.

Classroom Etiquette:

The classroom is a forum for the exchange of ideas. During the course of the term, questions and/or statements may be made that can and will stimulate different points of view. Everyone has the right to express himself or herself and to be heard. Responses to varying opinions will be respectful and responsible. Class participants will treat their classmates with dignity and respect, both inside and outside the classroom.

Attendance Policy:

NENA offers all participants certificates of completion for our courses. Attendance is critical. Therefore, no more than 10% or 4 hours, of class time may be missed. It is strongly suggested that participants missing any time contact the instructor and make suitable arrangements to pick-up missed materials.

Instructor:  NENA

Academic Integrity:

The National Emergency Number Association (NENA) supports a strict policy on academic integrity. Participants are responsible for their own work, including preparation of papers, presentations, and taking any examinations that might be part of the course work. Cheating and plagiarism will not be tolerated, and certification will not be issued.

Homework and Assignments:

This course certification may require participants to complete homework, assignments or group projects. Participants must complete these assignments for successful completion of the course

Special Instructions:

Dress Code: To promote a professional training environment, CAPCOG requires proper attire.  Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG. CAPCOG provides training for the Emergency Communication Centers (ECC) in our region at no cost to 9-1-1 telecommunicators and their departments. When space is reserved for a 9-1-1 training class offered by CAPCOG, students or the supervisor who made the reservation must cancel such reservation at least two business days prior to start of the class.

For Questions

Contact Chanita Castilla, CAPCOG. 9-1-1 Training & Public Education Specialist.