Redwood City, CA
1-800-348-8911

Class Description:

This very special day of lecture will feature internationally known speaker Gordon Graham. There will be additional speakers in the afternoon that will reinforce Mr. Graham’s lecture and provide application ideas for communications centers.

Don’t miss this opportunity to see one of America’s most valued public safety instructors! The class is organized and coordinated by PSTC, the best in-service training provider for 9-1-1 and emergency communications. Below is a partial list of the topics that will be included in this course:

-Building the nexus between the pre-employment process, employee selection, initial training, in-service training, yearly evaluations and policy development.

-How “core values” and Mission Statements should bond your agency connection between employee selection, training, success and risk management. 

-Policy Writing – Do’s and Don’ts. Words to use and words to avoid when developing a policy. How to decide what needs a policy, protocol or procedure and what doesn’t.

-Supervision, Discipline, Training, People, Policy. The five pillars of Gordon Graham’s successes in public safety. Discussion of perishable skills and how to anticipate what will need ongoing reinforcement or training,

-How well-written policies and “procedure compliance” can limit liability.

-There is a current push in the 9-1-1 industry to have specific protocols and
quality assurance programs. We will show the value of protocol programs for “high risk, low frequency” events and random monitoring of 9-1-1 call takers or dispatchers.

- Competency Testing, Continuous Improvement, Policy development, the risk-frequency/decision making process and Knowledge Management will all be discussed and demonstrated.

The target student is broad in nature within the communications (and other civilian unit) within a public safety agency. Line level call takers and dispatchers are welcome, especially those that may be future trainers, leads or supervisors. Current Trainers, Supervisors, Leads, Managers, Directors are all perfect for this class. We also strongly encourage sworn supervisors or managers that may be getting used to managing a communications center. Police, Fire, EMS and consolidated centers are all welcome.

Return to Top
Return to Home Page