Communication Center Supervisor, Course #0743

Revised 2012

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. 


The course has pre-and post-course reading assignments. Books and materials will be sent to accepted course registrants 4 weeks in advance of the course.

The class will be instructed in 2 THREE-DAY MODULES that will be scheduled 4-8 weeks apart.  There is no longer an exam with this class which is an 80 hour class.


Module A:

Course registrants will need to bring with them: 

Copies of their agency mission and values statements and all books or materials sent to them. And their pre-course assignment.

This course will cover topics: 


The Role of the Comm Center Supervisor, Understanding agency culture, values, and norms, Duties and tasks identified by several subject matter experts as most important for effective job performance, Knowledge, skills, and traits, Staffing and retention issues and the comm supervisor, QA/QI, Conducting inquiries and investigations.


HR Basics, Fair Labor Standards Act – Pay (FLSA), overtime, and “exempt” Workers’ Compensation, Discrimination & Harassment, Medical Privacy, Disability and Reasonable Accommodation, Basic Union Rights, Weingarten Rights (Right to shop steward present), Documenting Good & Bad Performance and Important Incidents, Personnel Files, Supervisor Files, Family & Medical Leave Act (FMLA) Rights & Protections, Correcting Tardiness, Absenteeism, & Sick Leave Abuse, Just Cause & Progressive Discipline, Loudermill rights (Civil Service), When to contact the HR Office.


Leadership - Leadership models including a situational leadership model and ways to work with employees to coach, develop, support and partner.


Overview of Personality Styles – understanding what underlies our own personalities and motivates us and the personalities and values of others.


Ethics & the Supervisor – when something doesn’t feel right – potential ethical dilemmas and ways to respond.


Module B: 


Interpersonal Skills– we examine behavioral/social styles model and look at the way we interact with individuals who have a different style than us. We will look at ways in which we interact with individuals, our employees and managers, and groups. The course also offers ideas for better communication with persons who have a different social or behavioral style than you. In addition we will discuss written communications (e-mail, memos, reports, etc.).


Emotional Intelligence–what is it and why is it so important? Learn about the four emotional intelligence skills of Self-Awareness, Self-Management, Social Awareness,& Relationship Management and the two competencies under which these skill lie.


Counseling and Coaching-a significant part of the supervisory function, this course will discuss the responsibility of the supervisor to counsel and coach and provide tips and techniques to help them achieve success.


Leadership-revisited- with a more philosophical approach to leadership.  Understanding the covenant which is created between the employer/supervisor and employees and ways to honor that commitment.


Performance Appraisals- this discussion will review the pre-course assignments of rater bias errors  as well as discuss the preparation needed to conduct and effective performance appraisal.



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.
  • Two modules, with work inbetween, scheduled 6 weeks apart.


Cancelation Policy:

  • Notification to our office is required four (4) weeks before the start of class
  • Student no shows or cancelations less than four (4) weeks before class are billed $200.
  • Materials may be required to be returned to our office.






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  
Fax: 206-835-7959



Com Sup Mod A Student Guide - PDF

SM Module A CCS 01