9-1-1 Supervisor Leadership Academy

A great comm center starts with you!

It’s difficult being a 9-1-1 Supervisor.

You probably were a dispatcher one day and then someone said, “You’re now a Supervisor. Good luck!” That was about all the preparation you got.

“But, but…I have no idea what I’m doing!”

You probably had questions like:

“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!”

How am I supposed to be a LEADER?

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!

Great leadership starts on the inside, developing more confidence and using proven tools and techniques to get you back in the game when you fall down. We’ll show you ways to deal with the fears and stressors around leadership.
Then, we’ll take you outside of yourself and explore effective and even transformational ways to interact with others, whether they’re your dispatchers and call takers, your boss, or the public. There will be a heavy focus throughout the program on communicating effectively, the most critical skill leaders must develop.

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.

Communication is the most vital of leadership skills. It can determine whether work and home environments are healthy, happy, and satisfying. Unfortunately, relatively little time is spent on the job teaching effective communication skills. Employees are often promoted to supervisory/leadership positions with little instruction on how to make the transition from being a member of the group to having to manage the group.

This module concentrates on practical communication skills, including specific mindsets and language for handling any situation. A discussion of effective listening, arguably the most important skill of a supervisor and leader, will be included. The importance of planning and goal setting in communication, and strategies for giving and taking criticism will be discussed.

Managing conflict is a core function of supervisors. It is not an exaggeration to say that everything depends on it. Poor conflict management impacts attitudes, morale, overtime, sick leave, stress levels, and virtually every other aspect of work and home life. 

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.

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

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.

What you will receive

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
Academy tuition is $925 per person. This includes all workbooks, books, certificate, morning refreshments and snacks. 
Note: Not every instructor appear at each academy.
Overcoming Fear​

Meet Our Instructors

Locations of Leadership Academies

The 2020 9-1-1 Supervisor Leadership Academies will be held in the following cities. 

  • July 8
  • August 5
  • September 2
  • October 7
  • November 18
  • December 16

The Academy is six months, one class per month. Participants are signing up to attend all of the dates listed above.

Beaumont Police 9-1-1 Center
700 Orleans
Beaumont, TX

Training Room, 2nd Floor

Note: To access the building, the entrance is on Forsythe St. There is a buzzer or you can call 880-3865 to notify that you’re downstairs. You will be escorted to the second floor.

Located at the corner of Forsythe and Park St.

8:30 a.m

If you need to reach the training center on the day of the training, please contact Carolyn Lewis, 409-782-2333.

Beaumont, TX

Sugar Land, TX

  • October 12
  • November 16
  • December 14
  • January 18
  • February 22
  • March 29

The Academy is six months, one class per month. Participants are signing up to attend all of the dates listed above.

Sugar Land Police Department
1200 Hwy 6
Sugar Land, TX

Parking is available at the complex.

8:00 a.m.

If you need to reach the training center on the day of the training, please contact Larry Hunter at: 281-636-5156.

  • July 9
  • August 6
  • September 10
  • October 8
  • November 5
  • December 10

The Academy is six months, one class per month. Participants are signing up to attend all of the dates listed above.

Charles V. England Public Safety Training Complex
310 College St.
Grand Prairie, TX

There is parking at the complex.

8:30 a.m

If you need to reach the training center on the day of the training, please contact
Aubry Insco, 214-498-7891

Grand Prairie, TX

Have More Questions?

Contact Dr. Joe Serio 


Call Us



8863 Anderson Mill, #117
Austin, Texas 78729

Email Us

joe@360dispatcher.com info@360dispatcher.com