NENA Course Catalog

In-Person Training

Credit Toward NENA Excellence In Dispatch Certificate

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Telecommunicator Core Competencies
NENA’s Telecommunicator Core Competencies is a forty-hour, self-paced, online course that provides the essential and foundational training that 9-1-1 professionals need to deliver effective and efficient 9-1-1 service to the public.

9-1-1 Customer Service: Takes Seconds, Saves Minutes
9-1-1 Customer Service: Takes Seconds, Saves Minutes teaches you how to create a culture of efficiency and effectiveness in your center that improves response times.

Advanced Fire & EMS Dispatching
Attend Advanced Fire & EMS Dispatching to improve your understanding of fire and EMS operations and learn why fire-and EMS-specific dispatch skills are critical to successful outcomes.

Advanced Police Dispatching
Advanced Police Dispatching teaches you to think tactically, anticipate field unit requests, and prepares you to successfully handle large- and small-scale events while maintaining public welfare and field responder safety.

Enhanced Caller Management
Enhanced Caller Management helps you advance to the next level of 9-1-1 call-taking proficiency by improving your listening skills, decision-making, and crisis-handling capabilities.

Improving Service To Callers With Disabilities
Improving Service to Callers With Disabilities provides you with an understanding of the challenges faced by those with disabilities when using 9-1-1, techniques to process these calls, and insights into potential impacts on dispatch and response.

Preventing Telecommunicator Tunnel Vision
In this workshop, we will show you how to overcome common problem areas that our telecommunicators experience in the performance of their duties.

Quality Assurance: Achieving QA/QI in the PSAP
Quality Assurance: Achieving QA/QI in the PSAP provides you with the skills necessary to create QA/QI agency policies, as well as QA template for dispatch.

Tactical Dispatch for the Telecommunicator
Tactical Dispatch for the Telecommunicator explains why today's 9-1-1 centers need a tactical dispatch program, as well as the roles, tools, and terminology common to tactical dispatch.

SERVING EQUALLY: REMOVING BIAS-BASED INEQUITIES FROM 9-1-1
SOON TO BE: UNDERSTANDING BIAS: BETTER WORKPLACE, BETTER SERVICE
In Serving Equally: Removing Bias-based Inequities from 9-1-1, you will remove the inequities caused by biases through professional and personal improvement.

9-1-1 CENTER CONSOLIDATION: A PLAN FOR SUCCESS
9-1-1 Center Consolidation helps you understand the reasons for consolidation, assess needs, determine goals, and develop a project plan to make your consolidation smooth and successful.

9-1-1 CENTER CULTURE: A STRATEGY FOR PERSONAL AND ORGANIZATIONAL SUCCESS
For better or worse, every PSAP has a culture. By bringing your beliefs, attitudes, and actions to work every day, you are contributing to that culture. Attend this course to identify how workplace culture affects productivity, efficiency, and effectiveness, as well as what you can do to ensure your PSAP's culture is one that empowers everyone to do their best. You'll learn about the organizational structures and behaviors that define culture gain the leadership, communications, and wellness strategies that can improve all aspects of employee satisfaction and performance.

ADDRESSING FOR NG9-1-1
Addressing for NG9-1-1 teaches you how to address your jurisdiction using industry standards and best practices, including campus, rural, and urban environments.

CHANGE MANAGEMENT IN 9-1-1
Do you believe that the only constant is change? That seems to be the way in public safety today. The term "change management" has been popping up almost as frequently as Next Generation over the past few years. Not coincidentally, Next Generation 9-1-1 has spurred a need for change management.

COMM CENTER STAFFING WORKSHOP
The hands-on Comm Center Staffing Workshop helps you understand your center's staffing needs and ensures your center is adequately staffed at all times.

DISASTER PLANNING FOR THE PSAP
Disaster Planning for the PSAP is a primer in disaster planning to help 9-1-1 professionals prepare for and survive calamities that can cause disruptions to PSAP systems and failures in overall PSAP operations. The class focuses on what employees of a 9-1-1 center can do before, during, and after catastrophic events to ensure they are able to provide continuous service.

LEADERSHIP IN THE 9-1-1 CENTER
Leadership in the 9-1-1 Center teaches you how to develop and cultivate your leadership skills, regardless of your position, rank, or experience level.

LIABILITY ISSUES IN THE 9-1-1 CENTER
In Liability Issues In the 9-1-1 Center, you learn about the common issues that expose 9-1-1 centers and personnel to potential lawsuits and learn how to avoid them through sound policies and procedures.

PSAP DESIGN
PSAP Design educates you on your role in designing a new 9-1-1 center, from determining the need through design, bidding, construction, and move-in.

RECRUIT, HIRE, RETAIN, & PROMOTE FOR SUCCESS
Recruit, Hire, Retain, & Promote for Success gives you a roadmap to writing job descriptions, expanding your candidate pool, making the right hiring decisions, reducing turnover, and developing your highest achievers.

SOP DEVELOPMENT: REFINING & ENHANCING YOUR 9-1-1 CENTER
SOP Development teaches you how to write, organize, and maintain SOP documents and manuals for your agency, as well as how to ensure their usefulness for all PSAP staff.

YOU COULD HAVE A FUTURE HERE
You Could Have a Future Here explains the basics of supervision, education, planning, time management, and more to help you on your journey towards a long and successful career in 9-1-1.

MULTI-DAY COURSES

CENTER MANAGER CERTIFICATION PROGRAM (5-DAY COURSE)
NENA's Center Manager Certification Program (CMCP) equips you with the tools you need to effectively manage your agency. This rigorous forty-hour course of instruction and interactives strengthens core competencies required for PSAP management and helps you build the knowledge, connections, and community essential to lasting success. With a focus on topics you encounter every day - like organizational culture, legal issues, staffing, training, procurement, project management, budgeting, documentation, discipline, business writing, and much more - the CMCP provides you with the knowledge and skills that drastically improve your on-the-job effectiveness and immediately enhance your agency's operations.

9-1-1 CENTER SUPERVISOR PROGRAM (3-DAY COURSE)
This course gives you the skills you need to succeed as a supervisor. Using a combination of lecture and practical exercises, you 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 much more.

CENTER TRAINING OFFICER PROGRAM (3-DAY COURSE)
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 evaluation and documentation of performance, setting milestones, and developing a plan for trainee success. CTO software with the exclusive NENA Daily Observation Report template provided by Agency360 Public Safety Software.