Operational Leadership

Operational Leadership prepares public safety communications leaders to manage critical incidents, major events, resource limitations, Incident Command, operational stress, and disasters. Through realistic scenarios, interactive activities, decision-making exercises, and practical job aids, students learn to lead under pressure, sustain operations, support their teams, and turn incidents into organizational improvement.

Becoming the Supervisor

Designed specifically for current and aspiring public safety communications supervisors, **Becoming the Supervisor** prepares learners for the real-world responsibilities of leading a 9-1-1 or emergency communications team. Through interactive lessons, realistic supervisory scenarios, decision-making challenges, and Leadership Portfolio activities, participants will learn how to transition into supervision, establish credibility, lead a shift, communicate effectively, make sound decisions under pressure, coach and develop employees, manage performance, document concerns, and navigate conflict and difficult conversations. The course concludes with a comprehensive capstone where learners bring their skills together to develop a personalized **Supervisor Operating Plan** they can apply in their own communications center. **8 interactive lessons • Approximately 6–8 hours • Self-paced • Leadership Portfolio • Scenario-based learning • Certificate of Completion**

Managing Performance

Managing Performance is designed for public safety communications supervisors, team leads, and aspiring leaders. Learn practical strategies for coaching, corrective action, Performance Improvement Plans, recognition, motivation, engagement, generational differences, avoiding favoritism, and building accountability through realistic scenarios, interactive activities, and downloadable supervisor job aids.