The Call - Winter 2016 - 24


A Look into the 9‑1‑1
Center Supervisor Program
Ty Wooten, ENP
Education Director
For the past few years, the most desired and requested
addition to our training catalog was a front‑line supervisor
course that would provide those in that position with the
tools and knowledge to effectively perform their jobs. After
more than a year in development, we recently launched
a three‑day in‑person class to meet that need, entitled the
Center Supervisor Program, or CSP for short. This course, like
all our educational offerings, was made possible through
the tireless work and dedication of our Education Advisory
Board members and many other industry experts who help us
develop such outstanding educational content.
In the CSP, attendees learn the art of supervision through
a team‑based, performance‑centric approach, which delivers
positive and effective results for PSAPs of any size. Both
new and experienced supervisors gain skills, knowledge,
techniques, and tools to supervise effectively-benefits they
will be able to put to use upon their return to the centers. There
are interactive practical exercises in most of the modules, which
creates a hands‑on learning experience and provides real tools
that supervisors can apply immediately. The interactive nature
of the course ensures in‑class networking, creating a support
network of supervisors each student can rely on for years after
the class itself concludes.
One of the first concepts in the CSP is defining the role of
a 9‑1‑1 center supervisor. During this discussion, students
examine how the supervisor position may be the most
important in the entire PSAP. Supervisors help to set the tone
for each shift, as well as the overall work environment. They
are responsible for holding people accountable to the policies
and procedures developed by upper management, and serve
as the critical link between call takers and management;
understanding these core job functions is essential to the
success of any supervisor.
Effective communication skills are another critical aspect
of 9‑1‑1 center supervision. The CSP curriculum develops and

"This class was well presented.
I learned a lot and would love the
opportunity to attend other classes."
- Schaumburg, IL student (November 2016)


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enhances a supervisor's verbal and written communications
skills. Attendees study how to successfully navigate difficult
conversations, become skilled at conflict resolution, and learn
what to do when issues arise between two or more employees.
One of the biggest issues we have found over the past
few years as we teach all around North America is that 9‑1‑1
centers have problems with proper documentation. Too
often documentation is not consistent from one author to
another, does not provide an accurate or objective picture of
the behaviors that took place, and is filled with superfluous or
subjective language that makes the documentation less clear
and ineffective. CSP students learn proper documentation
techniques for both good and poor behaviors. The
program explains benefits of clear, open, and transparent
documentation practices so that every employee understands
where they fit in the overall workplace culture.
The program also examines the supervisor's responsibility
in delivering performance evaluations. Students learn why the
annual evaluation should be jettisoned in favor of a monthly
evaluation schedule. Implementing a program of regular,
constructive conversations with a supervisor can help every
employee understand how they can perform at their best and
where they can improve.
In many agencies, front‑line supervisors are involved in
investigating issues and may initiate the disciplinary process.
This can be difficult for a number of reasons, not the least
of which being that many times supervisors are overseeing
peers or friends. Understanding the role of the supervisor
in disciplinary processes is covered in the program, and
participants gain tools and learn best practices for navigating
these turbulent and tricky waters. From there, discussion
expands outward to cover the supervisor's function in
other HR issues, since many PSAPs don't have a human
resources department or are disconnected from a county or
jurisdictional department.

"The material was very informative,
and the interactions between the class
& the instructor were exceptional!"
- Chattanooga, TN student (September 2016)


Table of Contents for the Digital Edition of The Call - Winter 2016

President’s Message
From the CEO
Failing to Plan is Planning to Fail: The Gatlinburg Fires
Government Affairs
10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
Tech Trends
NENA Helps Bring Disability Awareness Training to the Forefront
Educational and Operational Issues
Public Safety Product and Service Buyer’s Guide
Index to Advertisers/
The Call - Winter 2016 - cover1
The Call - Winter 2016 - cover2
The Call - Winter 2016 - 3
The Call - Winter 2016 - 4
The Call - Winter 2016 - 5
The Call - Winter 2016 - 6
The Call - Winter 2016 - 7
The Call - Winter 2016 - President’s Message
The Call - Winter 2016 - From the CEO
The Call - Winter 2016 - Failing to Plan is Planning to Fail: The Gatlinburg Fires
The Call - Winter 2016 - 11
The Call - Winter 2016 - 12
The Call - Winter 2016 - Government Affairs
The Call - Winter 2016 - 10 Best Practices to Improve Your 9-1-1 Quality Assurance Program
The Call - Winter 2016 - 15
The Call - Winter 2016 - 16
The Call - Winter 2016 - 17
The Call - Winter 2016 - 18
The Call - Winter 2016 - Tech Trends
The Call - Winter 2016 - NENA Helps Bring Disability Awareness Training to the Forefront
The Call - Winter 2016 - 21
The Call - Winter 2016 - 22
The Call - Winter 2016 - Operations
The Call - Winter 2016 - Educational and Operational Issues
The Call - Winter 2016 - 25
The Call - Winter 2016 - Public Safety Product and Service Buyer’s Guide
The Call - Winter 2016 - 27
The Call - Winter 2016 - 28
The Call - Winter 2016 - 29
The Call - Winter 2016 - 30
The Call - Winter 2016 - 31
The Call - Winter 2016 - 32
The Call - Winter 2016 - 33
The Call - Winter 2016 - Index to Advertisers/
The Call - Winter 2016 - cover3
The Call - Winter 2016 - cover4