Course Description
This course will give new supervisors the skills they need to succeed in their positions. It
will give experienced supervisors updated, refreshed skills that will further their careers.
Using a combination of lecture and practical exercises, students will learn the
supervisor’s role in HR, tools to get organized, how to effectively make the transition
from line-level to supervisor, how to build and lead a team, supervisor-specific
communications, conflict resolution, performance evaluations, stress management
techniques, and many other skills, and tips for their toolbox.
Course Objectives
1. Understanding the role of supervisor in Public Safety Communications
2. Learn techniques to enhance your role of Supervisor including communication, time
management and leadership styles.
3. Demonstrate a foundation of proper documentation, corrective action and methods of
evaluation.
Course Audience
This course is intended for anyone assigned or acting in the role of front line supervisor in a
Public Safety Communications Center. This includes anyone who has delegated authority
within the center.
Course Prerequisites
None
Course Materials
• Course Manual
• Flash drive
o PowerPoint
o Handouts
Student Expectations
All electronic devices are to be turned off or set to silent before the start of class. Students are
expected to act in a professional manner, participating in the course, be courteous to the
instructor(s) and your fellow participants. When applicable, students are expected to pass the
final exam with a score of 75% or above.
Course Syllabus
Version: 1.5
Update: July 23, 2018 Page 2 of 3
Classroom Etiquette
The classroom is a forum for the exchange of ideas. During the course of the term, questions
and/or statements may be made that can and will stimulate different points of view. Everyone
has the right to express himself or herself and to be heard. Responses to varying opinions will
be respectful and responsible. Class participants will treat their classmates with dignity and
respect, both inside and outside the classroom.
Attendance Policy
NENA offers all participants certificates of completion for our courses. Attendance is critical.
Therefore, no more than 10% or 4 hours, of class time may be missed. It is strongly suggested
that participants missing any time contact the instructor and make suitable arrangements to
pick-up missed materials.
Academic Integrity
The National Emergency Number Association (NENA) supports a strict policy on academic
integrity. Participants are responsible for their own work, including preparation of papers,
presentations, and taking any examinations that might be part of the course work. Cheating and
plagiarism will not be tolerated and certification will not be issued.
Homework and Assignments
This course certification may require participants to complete homework, assignments or group
projects. Participants must complete these assignments for successful completion of the course.