Created by Samantha Hawkins

The Learning Center is pleased to give Samantha a platform to share her experiences.

Samantha Hawkins, a certified PSAP Professional and Quality Assurance Evaluator, has been a key figure in public safety communications since 2015. She is highly experienced in training others, reflecting her commitment to sharing her expertise.

Disclaimer: The views and opinions expressed in this article and series are those of the author and do not necessarily reflect the views or positions of any entities she represents.

  • 1,884 Views

    Engineering a Better 9-1-1

    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 Dallas Cowboys fan (HOW ‘BOUT DEM BOYS!). Now, I won’t pretend to be [...]

  • 1,877 Views

    It Takes Two: A QA/QI Love Story

    Quality Assurance (QA) in the Emergency Communications Center (ECC) is like a mirror, reflecting back our strengths and weaknesses, our wins and our missteps. It’s a critical process, no doubt—but let me be blunt: if your [...]

  • 3,076 Views

    [Webinar] Lead the Way: Be the Leader You Needed!

    Free Webinar for ECC Leaders Samantha Hawkins & Dru Clarke Download to listen on-demand for free now! As the supreme of the supreme, FIRST 1st Responders, being a 9-1-1 supervisor is about far more than [...]

  • 1,545 Views

    Letter to a New 9-1-1 Supervisor

    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 it’s any shade of brown, black, or beige and can be held in [...]

  • 7,312 Views

    How to Lose a 9-1-1 Trainee in 6 Ways

    Remember the movie How to Lose a Guy in 10 Days starring Matthew McConaughey and Kate Hudson? I was thinking about it the other day, and it sparked a late-night revelation—a classic 2 a.m. thought. What [...]

  • 2,925 Views

    You Make It, You Own It!

    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 for service. Verify everything. Have the caller repeat information instead of just parroting [...]

  • 2,749 Views

    The Truth About Why We Stay

    Nine years ago I sat in orientation with six other individuals in my class signing paperwork and learning about this new, rewarding profession that I had gotten myself into. The world of emergency telecommunications lay before me, [...]

  • 5,199 Views

    The Truth About Why We Leave

    A while ago, I made a rather major decision in my life. I resigned as a trainer and communications officer from the PSAP I had called home for nearly eight years to transition into the role [...]

  • 736 Views

    The Other Next Gen 911: What Newer Generations Bring to the 911 Industry

    As I write this article, I happen to be watching the 2022 movie about Whitney Houston and her rise to stardom. Whitney is still hailed as the “greatest voice of her generation” to this day because [...]

  • 659 Views

    Titles Don’t Make the Dispatcher

    Oh yes, you most certainly did read that title right! Titles do not make the dispatcher, and I have breaking BONUS news for you... It doesn't make the leader either. [...]

Published On: July 27th, 2023Categories: Training, Staffing & RetentionTags:
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