Achieving Excellence in 9-1-1 Center Management


The PSAP Manager’s Toolkit

This one of a kind, two-day offering is designed for current or prospective 9-1-1 center managers looking to maximize their potential. The goal of this class is to empower attendees to adopt a new view of their roles as managers, mentors, and leaders with a strong focus on team building in the uniquely challenging PSAP environment. 

Students will work to become more effective supervisors by exploring topics including selection and hiring processes, adult learning, the importance of standard operating procedures, building motivation and morale, problem solving, core values, dealing with non-compliant personnel, corrective strategies, and remediation and re-education. Beyond that, group activities will give those on hand the tools they need to improve their interviewing skills, create employee action plans, and engage in real-world problem solving utilizing situations pulled from every-day PSAP life.

Courses within the PSAP Manager’s Toolkit suite are: