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Public Safety Communications Center Supervisor, Course #0700

Revised 2017

The communications center supervisor is on one of the most pivotal and influential positions within a public safety communications agency. The supervisor provides leadership and direction to subordinates and support to agency administrators. She is responsible for the application of supervisory and leadership principles that allows agency staff to carry out the mission of the organization and work within its values.


This course is designed to provide basic training for public safety communications supervisors, as an introduction to basic leadership and interpersonal communications principles, and to meet the applicable APCO Public Safety Communications First-Level Supervisor Minimum Training Standards. The course is not intended to replace or substitute any agency specific policies, procedures, or practices.

Course Outline:


  • Introduction
  • Role of the supervisor
  • Intro to complaint investigations
  • HR basics
  • Role modeling, ethics, influence, and selling change
  • Emotional Intelligence
  • Social and behavioral styles
  • Leadership models
  • Coaching and counseling
  • Employee development
  • Performance appraisals
  • Team building and conflict management

Course Learning Goals:

Unit 1

By the end of this module the student will be able to:

  • List the common duties and tasks of a communication supervisor
  • List the necessary knowledge, skills, traits and attitude of an effective supervisor
  • Identify means to execute the duties and task of their position
  • Define the role and influence they have within the organization
  • Explain their role in fulfilling the mission of the organization
  • Summarize ways a quality assurance or improvement program can assist in evaluating employee performance
  • List the process as described in the curriculum for investigating complaints or inquiries
  • Articulate their role in the area of training within the agency

Unit 2

By the end of this module the student will be able to describe the basic human resource principles dealing with supervisory issues including:

  • FLSA, FMLA, & Workers’ Compensation
  • Discrimination, Harassment, & Whistleblower Program.
  • Medical Privacy
  • Disability and Reasonable Accommodation
  • Basic Union Rights

Weingarten Rights (Right to shop steward present)

Loudermill rights (Civil Service)


  • Personnel Files/Supervisor Files
  • Correcting Tardiness, Absenteeism, & Sick Leave Abuse
  • Just Cause & Progressive Discipline
  • When to contact the HR Office

Unit 3

By the end of this module the student will be able to:

  • Identify the role of the supervisor in employee development
  • Given actual or hypothetical scenarios describe the importance of ethical behavior and professional conduct
  • Describe the three skills used by situational leaders as described
  • Explain the four basic situational leadership styles as


Unit 4

At the end of this module the student will be able to:

  • Define the two dimensions of behavior; responsiveness and assertiveness
  • Describe the characteristics of the four behavior styles
  • Determine your behavioral style based on behavioral inventories
  • Describe primary and secondary backups
  • Articulate and demonstrate “flexing”
  • Identify other forms of communications that supervisors’ employ and their effectiveness


Unit 5

At the end of the module the student will be able to:

  • Describe the four emotional intelligence skills
  • List the two primary competencies under which these four skills fall
  • Describe the process of changing your EQ
  • Describe the concept of “lean into discomfort”
  • Identify effective tools for improving a team’s emotional intelligence


Unit 6

By the end of this module the student will be able to:

  • Articulate the value of having an effective performance appraisal process
  • Identify and explain effective performance appraisal preparation tools
  • Define rating errors and means to avoid these pitfalls
  • Describe the supervisor’s influence in motivating employees and themselves
  • Identify tools for ongoing self-development


Who can attend our classes?

  • Public safety telecommunicators employed at a recognized PSAP in the State of Washington.
  • Employees from other call centers, government agencies or security departments will not be accepted.



  • None



  • 8:00 a.m. to 5:00 p.m.
  • Dates and locations listed below.


Cancelation Policy:

  • If you are canceling your employee from the class, we need at least (4) four week’s notice before the start of class
  • Student no-shows or cancelations with less than (2) two weeks from the start of class will be billed $150
  • Materials must be returned from canceled student registrations
  • The Telecommunicator Program will cancel a class due to low enrollment 6 weeks out from the class (due to the pre-course work involved)



Priority of Acceptance

If submitting more than one application, mark each one in the order you’d like them accepted.


Application Form

CJTC Telecom Application (WORD)

CJTC Telecom Application (PDF)


Submit Applications, Course, Program

or Policy Questions

Gayle Pond, Administrative Assistant
Email:  This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it  
Fax: 206-835-7959


Public Safety Communications Supervisor

Student Guide - PDF



Session Start & End Date Location Status/Cost/Downloads
0700-1 October 15 -18, 2018 WSCJTC
19010 1st Ave S
Burien WA 98148
Open  / None  

0700-2 March 19 -22, 2019 WSCJTC
19010 1st Ave S
Burien WA 98148
Open  / None  

0700-3 June 10 -13, 2019 WSCJTC
19010 1st Ave S
Burien WA 98148
Open  / None