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Communication Center Supervisor, Course #0743

Communications Center Supervisor is an introduction to leadership and interpersonal communications principles.  It is designed to meet the APCO Public Safety Communications First-Level Supervisor Minimum Training Standards. 

This class is instructed in 2 three-day modules (A & B) that are scheduled 4-6 weeks apart.

Communications Center Supervisor requires pre-course readings and assignments that are sent to the student 4-6 weeks ahead of the class; including study guides. All pre-tests given in class are based on pre-course reading assignments.

Scores for this class are based on all pre-course tests, assignments and post course exam.  A student must have a total score of 80% to pass.  Non-renewable certificates are issued for passing this class.

Module A

Pre-Mod A Requirements:

  • Pre-course reading completed
  • Pre-course assignments completed
  • Bring to class the agency’s mission and values statements
  • Bring to class existing collecting bargaining agreements (for subordinates).

Topics covered in Mod A:

  • 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 discussion of an employer/employee covenant. 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
Pre-Mod B Requirements:

  • Pre-course reading completed
  • Pre-course assignments completed

Topics covered in Mod B:

  • Interpersonal Skills – we examine a 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. 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.
  • Performance Appraisals – why performance appraisals are used, what they tell employees, how we can make them better and less painful for you and your employees.
  • Motivating Employees – We will explore the concepts of human needs and motivation. Intrinsic motivation and the supervisors influence over what motivates others will be points of discussion. What is the Pygmalion Effect and how can it be effectively employed by a supervisor?      

Pre-requisites:

  • Currently employed at a recognized PSAP in the State of Washington
  • Current T1 or T2 Certification

 

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.
  • 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.

 

 

Retesting

If the student fails, they must retake the class. There is no retesting for this class

 

 

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

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

 

 

Course, Program or Policy Questions

Cory Ahrens, Program Manager
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it  
Phone: 206-835-7351