New Supervisors’ Course for 9-1-1 ECPs TCOLE #3796

Getting promoted to a supervisor can be exciting and intimidating. This course will cover basic skills and communication techniques beneficial to a new supervisor. It will also help an Emergency Communication Professional understand and troubleshoot the transition from ECP to supervisor.

Through this course’s learning objectives attendees will be able to:

• explain relevant TCOLE rules for ECPs.
• describe the supervisor’s role in the ECC.
• discuss the values, ethics, and principles required of a supervisor. The student will be able to differentiate verbal and nonverbal communication skills.
• recite the characteristics of effective leaders.
• relate positive ways to handle conflict.
• describe liabilities associated with supervision.
• explain the basic principles of planning and organizing.
• discuss cultural diversity issues in the ECC.
• list ways to transition from ECP to supervisor.

Students will participate in a variety of activities, group discussions, and scenarios based on required supervisor skills.

Equivalent TCOLE Course No.: 3796

Course Length: 24 Hours

Instructor: Tina Chaffin

Chaffin started her career with 9-1-1 in 1996 in Plano, Texas. Throughout childhood, Chaffin wanted to be a teacher. Sitting in classroom training on the first day of 9-1-1 training, she made a goal to teaches 9-1-1 emergency communication professionals (ECPs). Chaffin is extremely passionate about the 9-1-1 profession and advocates for ECPs in many ways. Chaffin is the past-president of the Texas 9-1-1 Trainer (TNT) group and has been involved with the group for over 15 years. Chaffin founded the National 9-1-1 Trainer Forum, holding a yearly conference for 9-1-1 trainers from around the nation. Chaffin also is involved with APCO international committees and has published numerous articles in the APCO Magazine. Chaffin firmly believes in the recognition of ECPs and pushes the topic every chance she gets. Recently, Chaffin launched an online training site, intending to provide relevant, quality, low-cost training for ECPs around the United States.

Since 1996, Chaffin has worked as a 9-1-1 dispatcher, call-taker, and trainer for large and small cities alike. She also has experience working as a ECP at an International Airport and a four-year college. Chaffin currently works in an emergency communications center dispatching police and fire to ensure her skills are up-to-date.

Tina has provided classroom training for the majority of her career. Additionally, Chaffin has presented at national and state conferences throughout the US. In addition to working in an ECC, Tina currently trains an average of 650 hours per year.

Licenses/Certifications:

• NENA Emergency Number Professional (ENP)
• APCO Registered Public Safety Leader (RPL)
• Master Telecommunicator License
• Advanced TCOLE Instructor
• Texas DPS TCIC/TLETS Instructor
• Instructor for National Center for Missing and Exploited Children course for ECPs

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 Pamela Frisk, CAPCOG. 9-1-1 Training & Public Education Coordinator.