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Ongoing training and support are critical for ensuring success as a public safety telecommunicator. Learn about the importance of building your skills through training and the resources available to support you in your role. 


Track Overview

The role of a public safety telecommunicator has evolved, and it continues to change as new technologies and data make their way into emergency communications centers (ECCs). To be successful, telecommunicators must have access to the resources needed to develop new skills, deal with job-related stress, and manage the mental load of this life-saving profession. Attendees will hear from industry leaders who have leveraged their knowledge and experience on the ECC call floor to support the advancement and growth of today’s telecommunicators.  


10 am EDT - 10:45 am EDT

Depositing Into Your Training Bank: The Investment That Always Pays Off

In this roundtable discussion, public safety agency leaders and training coordinators will discuss the importance of training, where to look for training opportunities, and how to leverage training to expand your career path. 



Virginia Tomek, Special Consultant, Dispatch Program Manager

California Commission on Peace Office Standards and Training (POST)

To Be Announced

Region 13 Representative



Glenn Bischoff

Content Specialist, MCP

11 am EDT - 11:45 am EDT

It's OK to Not Be Okay

The mental load of a telecommunicator can be extremely heavy. In this session, a current telecommunicator discusses the importance of helping each other manage that load and how her team worked together to develop a Critical Incident Stress Management Program to help provide that support at their own center.



Laura Potts, 911 Dispatcher/ Acting Call Taking Supervisor

Harford County, MD Dept of Emergency Services

12 pm EDT - 12:45 pm EDT

Coping with the Aftermath of Large Events

When a major event ends, does it really end? What continues to occur after the main event is over, how do telecommunicators deal with the aftermath and what continues to occur in the weeks after? Join this session to hear what did occur after a mass casualty shooting, the events that occurred and the impact on staff.   



Matt Shenk, Communications Supervisor

Lancaster Countywide Communications

Rick Harrison, ENP

Technology Specialist, MCP

1 pm EDT - 1:45 pm EDT

Preparing for the Big One: Focusing On Your Family

The job of a telecommunicator doesn’t just affect him or her. It can affect the entire family. In this session, we’ll discuss lessons learned through personal experience and the resources available to support both telecommunicators and their families.  



Jim Marshall, M.A., Co-founder & Director

911 Training Institute

Heather McGaffin, ENP

Project Manager, MCP