Training, Staffing & Retention

How to support during NPSTW, advocate for telecommunicators, and support each other. Every April, the rest of the world recognizes the [...]

Does Your Tone Speak Louder Than Your Words? How Your Tone as a Call Handler Impacts Your Effectiveness Scrambled eggs [...]

Free Webinar for ECC Leaders The Best Leaders are the Best Learners: Why learning doesn't stop when you reach the top. Watch on-demand [...]

I’m going to say something, and I apologize in advance to whoever is reading this that doesn’t share my sentiments: I’m a second-generation, bleeds-blue-and-silver [...]

Quality Assurance (QA) in the Emergency Communications Center (ECC) is like a mirror, reflecting back our strengths and weaknesses, our wins and our [...]

Free Webinar for ECC Leaders Samantha Hawkins & Dru Clarke Download to listen on-demand for free now! As the supreme of the [...]

Dear New 9-1-1 Supervisor, How are you doing? How are you feeling? Did you manage to grab breakfast this morning? And no, if [...]

Remember the movie How to Lose a Guy in 10 Days starring Matthew McConaughey and Kate Hudson? I was thinking about it the [...]

I’ve lost count of how many times I’ve emphasized to trainees the importance of using every tool and resource available when taking calls [...]

Nine years ago I sat in orientation with six other individuals in my class signing paperwork and learning about this new, rewarding profession that [...]