2019 Supervisors Seminar

Session Descriptions

Zero Budget Training

8:45 am

Training is always needed in public safety, but methodology, delivery and perceived success of the training is often a subject of controversy. Fiscal resources, staffing and time constraints are often impeding on an agency’s ability to form a consistent and well-developed training program. Anne and Liz will guide you on a journey to create and deliver zero to low cost, effective continuing education training and how to gauge the impact of staff development.

Presented by: Anne Camaro & Elizabeth Belmonte

What Up Doc; Social Media Deployments in the PSAP

9:50 am

This session will focus, at a high level, on the outgoing use of social media platforms by the PSAP, including utilizing social media channels to support the ongoing operations of the organization. Outgoing subject matter deployed through the various social media channels can be a tool for the PSAP to communication to the public. Standard operating procedures (SOP’s) will need to be amended to include the deployment of social media as a communication tool for the PSAP. The examples will include common protocols used for social media channels and content development as well as use of hashtags and QR codes.

Presented by: Terry Burnworth

The Leadership Responsibilities of the Supervisor

9:50 am

This course will detail what leadership qualities a supervisor should hold, how servant leadership can benefit a supervisor, how to build relationships, and how to work with former co-workers. The instructor will use brief stories built into the course to detail servant leadership and how to build your skills as a leader to create an exceptional team.

Presented by: Charles Goodwin

Motivational Interviewing for the Dispatch Supervisor

11:00 am

One of the most challenging aspects of supervising personnel is an employee's strong resistance to change. How do we help the employee who says, “That's the way we've always done it,” understand the urgency of professional growth and policy compliance. Motivational Interviewing is a therapeutic method that helps an individual move away from uncertainty, resolves ambivalence, empowers them to find the internal motivation to make positive changes, and guides the individual to accomplish agreed upon goals. While most often used with substance abuse clients, Motivational Interviewing translates well to collaboratively coaching our employees to embrace change while maintaining their autonomy.

Presented by: Stephen J. Johnson

Options for Supervisory Management Professional Development

11:00 am

New England 911 and Dispatch Professionals are falling behind in seeking out certifications and professional designations because many do not believe they are relevant to their job. Some are not even aware that they exist! I will be happy to explain programs like Emergency Number Professional, Center Management Certification Program, Communications Center Manager, Registered Public-Safety Leader, Certified Public-Safety Executive, FBI LEEDA courses, COML, COMT, CTO and Center Supervisor courses. I will be able to speak about my firsthand experience with many of them or relay experiences of my peers who have taken the ones I have not. What exactly do supervisors and managers get out of these courses? Are they worth the expense?

Presented by: Corey Swift, ENP

Preparing Your Backpack: Emotional Survival for the 911 Professional

1:00 pm

It is not a surprise to emergency telecommunications professionals and supervisors that our work is inherently stressful. Our industry recognizes the profound impact of work related stress on our lives, but if we are going to thrive in our careers, we need to move beyond awareness and take active steps to prepare our emotional backpack for the journey ahead. This course reveals the factors that make us vulnerable to cumulative and critical incident stress, provides us with tools to survive the demands of our profession, and empowers us to experience more joy both on and off the clock.

Presented by: Stephen J. Johnson

Radio 101 for the PSAP Manager

1:00 pm

The radio technologies at the heart of public safety communications used to be fairly simple. Today, as radio technology has become more and more complex, those working in public safety have been inundated with many other technologies, requiring that individuals focus in depth in their technologies and lose much of the breadth of understanding common in the past. With this change, many who deal with radio communications at the periphery of their responsibilities find the need to understand, without the requirement of becoming ‘expert’. This session is meant to be a first step to building a working understanding of the radio technologies used by Public Safety. This session is designed to give those working in Public Safety communications, but outside of directly working with radio communications a basic understanding of the technologies involved. The session is presented in a manner whereby the audience is able to come away with a working vocabulary, assisting them in their communications with the people who work directly with radio technologies, as well as communicating their needs for radio to managers and administrators.

Presented by: Neil Horden

Tail Wagging the Dog: The Hidden Approach to Public Safety Procurement

2:05 pm

In the past, an agency typically chooses a vendor to provide a product or service related to public safety communications. With the advent of more open architectures, public safety broadband systems, IP based PSAP’s, the market has opened up to multiple vendors with similar and differing equipment and services. This has allowed for more competition and better pricing for the public safety agencies, but it is important to know the differences between them. This session will provide three approaches to public safety equipment procurement and the pros and cons of each approach. Real-world examples are provided of the various approaches.

Presented by: Terry Burnworth

Dealing with Difficult Co-Workers

2:05 pm

This course details the types of employees a supervisor may come into contact with, how to best communicate with them, how to motivate them, and use a difficult employees talents to create an effective team working towards a goal. This course highlights leadership skills along with communication best practices to create a whole view of how supervisors struggle to deal with different personality types.

Presented by: Charles Goodwin

WHAT? Not Everybody Likes Me?

3:15 pm

She looks mad…she didn’t say pretty please…she hung up the phone and didn’t even say bye… A self-deprecating sharing of at lessons I have learned about communication with others. Whether talking to telecommunicators, supervisors, vendors, directors, chiefs and yes even my children - it doesn’t always go the way we planned. We will discuss that your way of communicating might not work; how saying it’s not your problem doesn’t help you - nor does it help the people around you; and that yes you may need to change your delivery to suit others!

Presented by: Lee Ann Delp

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© 2019 by NH Emergency Dispatchers Association

PO Box 664

Berlin, NH 03570