911 Supervisor

Description:

The "911 Supervisor" class is an essential training program tailored for both novice and seasoned dispatch supervisors aiming to enhance their leadership acumen within the fast-paced realm of emergency dispatch. This comprehensive course delves into various aspects of effective supervision, encompassing conflict resolution, performance management, leadership principles, attendance management, and balancing organizational priorities with team welfare.

Key Learning Objectives:

1. Managing Personnel Conflicts: Participants will learn techniques for effectively managing and resolving personnel conflicts within the dispatch center. Through case studies and role-playing exercises, supervisors will develop skills in conflict resolution, active listening, and mediation, enabling them to address interpersonal issues constructively and maintain a positive work environment.
2. Reinforcing Good Behavior: Supervisors will gain strategies for reinforcing positive behavior and performance among dispatch team members. By providing meaningful feedback, and celebrating achievements, participants will learn how to foster a culture of excellence and motivation within the dispatch center, driving continuous improvement and employee engagement.
3. Leading from the Front: Participants will explore the concept of leading by example and its significance in supervisory roles. Through discussions and real-world examples, supervisors will learn how to demonstrate professionalism, integrity, and accountability in their own actions, inspiring trust and confidence among team members and setting a positive leadership example.
4. Solving Chronic Attendance Issues: Supervisors will receive guidance on addressing chronic attendance issues within the dispatch team. This includes understanding the root causes of absenteeism, implementing proactive attendance management strategies, and utilizing disciplinary measures when necessary to ensure compliance with attendance policies while also supporting employees in overcoming attendance challenges.
5. Balancing Support for the Agency and Your Team: Participants will learn how to navigate the delicate balance between supporting the agency's goals and the well-being of their team members. Through group discussions, supervisors will explore strategies for advocating for their team's needs, managing competing priorities, and fostering a collaborative relationship with agency leadership to achieve shared objectives.

Delivery Method:

The class will utilize a blend of lectures, interactive discussions, case studies, and practical exercises to engage participants and reinforce key concepts. Experienced instructors with backgrounds in emergency dispatch and leadership development will facilitate sessions, providing participants with actionable strategies and insights drawn from real-world experiences.

Rules:

Online students are required to keep their cameras on, showing their face, throughout the entirety of the class. Students who exceed more than one hour of missed class time will not receive credit for the course and will have to retake it at a later date.

Target Audience:

This course is designed for both new and experienced dispatch supervisors seeking to enhance their leadership skills and managerial effectiveness within the emergency dispatch center. It is suitable for individuals transitioning into supervisory roles or looking to expand their knowledge and proficiency in personnel management and leadership.

Outcome:

Upon completion of the "911 Supervisor" class, participants will possess the knowledge, skills, and confidence to effectively lead and manage personnel within the emergency dispatch center. By mastering conflict resolution techniques, reinforcing positive behavior, leading by example, addressing attendance issues, and balancing support for the agency and their team, supervisors will play a critical role in fostering a supportive and high-performing work environment, ultimately contributing to the success and resilience of the dispatch operation.

Length of Class:

16 hours (2 days)

Cost per Student:

Daytime (8am - 5pm EST) $275

Evening (4pm - 1am EST) $350