9-1-1 Supervisor Leadership Academy
A great comm center starts with you!
It’s difficult being a 9-1-1 Supervisor.
“How do I deal with all these different personalities?!” “How do I boss my friends around?!” “How do I deal with conflict?! I’m not good at talking to people!”
“How do I manage Negative Nancy and Pissed Off Peter?!” There are other, even more profound messages in your head about leadership that you’re going to have to face. Messages like: “I don’t know how to do this!” “I don’t think I’m cut out to be a leader!” “What if I totally screw this up?!” “I’m too scared!”
Take a breath. Don’t worry. We got your back.
The amazing instructors of the 9-1-1 Supervisor Leadership Academy will teach you how to face all of those things and a lot more!
The Academy Program
Fear and resistance are the most powerful influences in one’s life. They play a major role in self-awareness and self-perception, decision making, quality of relationships, performance at work, and a lot more.
This module explores fear and resistance as they impact thoughts, beliefs, actions, and consequences, among other things, and illustrates how fear is a decisive factor in shaping your supervision and leadership style. Sections include: the roots of fear; identifying and reducing fear; understanding fear and productivity; and a seven-step success plan for managing fear. And we’ll discuss how fear interferes with your communication.
Emotional Intelligence (EI) is the ability to recognize and understand emotions in yourself and in others, and to use this awareness to manage behavior and relationships. EI plays a central role in all aspects of supervision and leadership.
A variety of topics will be discussed, including the four pillars of EI, the five components of EI, basic parts and functions of the brain and their role in determining our emotional responses; strategies for effectively controlling those emotional responses; and identifying and improving low emotional intelligence.
Stress is ever-present in the comm center. Good stress helps us perform better; bad stress blocks the path to great leadership. Over time, unremitting negative stress takes its toll on attitude, relationships, performance, physical and emotional health, outlook on life, and a lot more. This module includes discussion of the physiology and neuroscience of stress, nutrition, health, exercise, diet, and sleep. It addresses resilience and presents strategies for reducing stress in order to develop more effective supervision and leadership.
Fear, low emotional intelligence, and high stress show themselves frequently in procrastination, perfectionism, absenteeism, lateness, failure to complete paperwork in timely manner, and countless other ways. It’s easy to see how these can impact one’s ability to manage time in an effective manner. This module also helps participants create a system for managing time under any circumstances and shows how to address procrastination, uncover the myth of multitasking, how to set goals and stay on course, and how to handle interruptions.
This module the fundamentals of organizational culture and basic elements that need to be present for outrageous success. Examples are given from comm centers that have realized results they never thought possible. This module includes considerable discussion among participants with their colleagues from the comm centers. Ideas on handling the most difficult leadership issues in a comm center are discussed.
This session will help you identify your key triggers or conflict hot buttons and cooling strategies; assess an interpersonal conflict from various perspectives; recognize specific destructive behaviors that are ineffective for conflict engagement; and help you develop a 3-month action plan for strengthening your conflict management competency.
Leadership is an opportunity to grow as an individual and help improve your team. This module will identify five leadership traits. Our discussion will revolve around how you demonstrate those traits and strengthen them. You’ll hear from industry leaders about how they themselves have evolved.
We will explore a leader’s responsibility in keeping it simple, prioritizing, delegating, empowering, and innovating. Last and most importantly is taking care of your team. In this dynamic world, it is imperative to your team’s success that you are aware of and attentive to their mental and physical well-being of your team members. At the conclusion of this module, we will share and discuss examples of how to do so while maintaining balance in your own life.
Each participant will receive:
- Overcoming Fear: 50 Lessons on Being Bold and Living the Dream
- Emotional Intelligence: 50 Lessons on Knowing Who You’re Dealing With
- Dispatcher Stress: 50 Lessons on Beating the Burnout
- Time Management: 50 Lessons on Finding Time for What’s Important
- Public Speaking: 50 Lessons on Presenting Without Losing Your Cool
- Getting Healthy: 50 Lessons on Fitness for Law Enforcement
- Leaving Blue: 50 Lessons on Retiring Well from Law Enforcement
Note: Not every instructor appear at each academy.
Meet Our Instructors
He has spent more than 100 hours in comm centers monitoring calls, talking with dispatchers, and interviewing supervisors. Joe is the co-author of a forthcoming book on dispatch supervision and leadership.
Pattie is an adjunct faculty member in the graduate dispute resolution program at Southern Methodist University in Dallas, Texas. She is the author of two Minibuks™ Stop The Dreaded Drama: 55 Tips for Ending Destructive Conflict and Stop Avoiding Conflict: Learn How to Address Disputes Before They Erupt.
Dr. Giacomini is an award-winning leader, and pioneered the integration of conflict resolution, mediation, restorative justice and inclusive excellence principles and practices into professional development initiatives. Her career includes more than a decade of managing conflict programs.
She is currently serving as President of the National Emergency Number Association (NENA) and holds a Bachelor of Arts degree from California State University, Long Beach.
Bruce is the Immediate Past President of the Colorado Chapter of the National Emergency Number Association (NENA) and the Association of Public Safety Communications Officials (APCO), and recently completed his appointment to the Colorado Next Generation 9-1-1 Subcommittee created by Governor Hickenlooper in 2017. Bruce has also been instrumental in legislative affairs at the state and federal levels.
Jamison’s commitment to servant-based leadership and communication skills are evidenced through many awards, including TN-APCO Director of the Year, the Senator Joe Haynes Award for Excellence, and the NENA Hall of Fame award. Jamison’s life-long passion is growing a culture of compassion and collaboration within public safety organizations.
Locations of Leadership Academies
The 2020 9-1-1 Supervisor Leadership Academies will be held in the following cities.
Have More Questions?
Contact Dr. Joe Serio