ENP Study Group
“Training in the 9-1-1
Environment”
BROUGHT TO YOU BY: THE FLORIDA NENA EDUCATION COMMIT TEE
Training Needs Analysis
Conduct an assessment
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Identify any National requirements
Identify any State requirements
Identify any Local standards/requirements
Identify deficiencies within the Communications Center
Initial/New Hire Training – classroom and on-the-job
Continuing Education
Remedial/Refresher Training
In-Service/Mandatory Training
Certification/Recertification – CPR, AED, EMD/EFD/EPD, NCIC, DOH
Development of Training
Curriculum
Recognized classes
Specific equipment requirements (hardware, software, etc.)
Specific PSAP requirements
Average length of time for an employee to complete
Lesson Plans, quizzes, tests, scenarios/role playing, games, on-line training
Training Methods
Classroom, one-on-one, on-line/computerized, seminars/conferences, train the trainer
External
Internal – CTO, First Line Supervisors, Senior Dispatcher, Tactical Dispatcher
Time off the desk to complete this training?
Shadow or Mentoring – how long
On-Going/Long-Term Training
Certification and recertification – annual requirements
Refresher training
Monthly meetings and quizzes
In-service/Mandatory
Evaluation of Training
Class/Course Critiques
Hands-on demonstrations
Quizzes/Tests
Feedback from all levels of staff
What is working and what is not working
Areas of training that needs more attention/time or less attention/time
QA vs. QI (Page 121)
QA is Quality Assurance – this is the act of providing confidence (assurance) that a product or
service will fulfill the critical to the quality aspects by inspecting the product or service and
providing a report on how may met standards vs. how many did not.
QI is Quality Improvement – this is about training to an expectation, then finding ways to meet
and/or exceed that expectation.
Discipline and QA/QI should always be separate – however, they are both equally important
Career Planning and Development
Provide for advancement within the PSAP
Train for your replacement
Allow time off for training/education
Career Path – CTO, NCIC (TAC/LAI/POC), Training Coordinator/Supervisor, Supervisor, Manager,
Director, 9-1-1 Coordinator
Mentoring
This is a process whereby an experienced, highly regarding, empathic person guides another
individual in the development of his/her own ideas, learning, personal and professional
development. The mentor works within the same organization or field
Great for new hire trainees before being placed on their own
Great also for new trainers, supervisors, and managers
Succession Planning
This is the management process of identifying and developing employees with the potential to
fill key leadership positions within an organization
This could include positions such as trainers, supervisor, training supervisors, quality assurance
coordinators, managers, directors, and 9-1-1 coordinators.
This could also include specialized training skills such as GIS, database, public records requests,
scheduling, public education, etc.
CTO Program
Evaluations done by CTO’s (Trainers) during OJT (On-the-Job Training)
Severity – one bad incident affects entire score for the day – trainees will have a bad call or
incident. It is documented but score is based on entire day, not just one incident
Halo – one good incident affects entire score for the day
Horns – one bad incident affects entire score for the day
This is also true with evaluations of other employees (probationary, annual, etc.) completed by
supervisors or managers
Questions?