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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:

MODULE 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
  • 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
  • Describe the concept of informal group dynamics
  • List three things a supervisor can to do sell or assist with change
  • Describe the leading cause of de-railed executives as cited in the course information
  • List the steps involved in a complaint investigation
  • Define the terms used to describe the possible outcomes of a complaint investigation

MODULE 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)
Garrity
  • Personnel Files
  • Supervisor Files
  • Correcting Tardiness, Absenteeism, & Sick Leave Abuse
  • Just Cause & Progressive Discipline
  • When to contact the HR Office
MODULE 3:

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

  • Describe the importance of role modeling by the supervisor
  • Describe issues that may arise during your transition from line worker to supervisor
  • Given actual or hypothetical scenarios describe the importance of ethical behavior and professional conduct
  • Explain the three components of the ethic we use based on George Mazzeo’s book, Sleeping Dogs? (recommended reading)
  • Describe the four questions to ask when faced with an ethical question or decision
  • Describe ways in which the supervisor can help employees manage change within the job
  • List the four principles of Emotional Intelligence as described in the curriculum
  • Describe the 2 competencies in Emotional Intelligence
  • List two characteristics of a resonant leader
  • List two behaviors of a dissonant leader

MODULE 4:

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

  • Identify his/her own social/behavioral style
  • List the four social/behavioral styles
  • List 4 characteristics of each style
  • Describe how to flex from my style to each of the other three styles
  • Identify backup styles for each of the four styles
  • Identify secondary backup styles for each of the four styles
  • Define the phrase “open in parallel”
  • Describe what the term “assertiveness” means in the context of People Styles at Work
  • Describe what the term “responsiveness” means in context of People Styles at ?Work
  • List 3 characteristics of a more assertive person
  • List 3 characteristics of a less assertive person
  • List 3 characteristics of a more responsive person
  • List 3 characteristics of a less responsive person
  • Describe the phrase “just in time flex”
  • Describe “opening in parallel” flexing

MODULE 5:

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

  • List the three skills needed in the Situational Leadership (SL) model
  • Describe the four leadership styles in the SL model
  • Describe the two leadership behaviors in the SL model
  • Define the terms competence and commitment as used in the SL model
  • List the four development levels in the SL model
  • Describe the 3 steps to developing character/leadership skills as described in the Servant Leadership discussion
  • List 4 of the 12 principles of Servant Leadership
  • Describe two reasons listed in the Sourceinc.com article as to why you should be investing in employee development

MODULE 6:

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

  • List 4 of the 7 essential questions listed in The Coaching Habit
  • Describe 3 of the 8 Keys to Coaching Success as described in the student manual
  • Define the acronym SMART as in SMART goals
  • List four parts of a performance improvement plan
  • List four types of rater bias on performance appraisals

MODULE 7:

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.

 

Cost:

  • None

 

Schedule:

  • 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

SM_PSCCS_0118

 


Session Start & End Date Location Status/Cost/Downloads
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