9-1-1 Leaders Graduate from Center Manager Certification Program

By

Ryan Dedmon, MA, CMCP

911 Training Institute

Last month, I joined 22 leaders from different 9-1-1 Emergency Communication Centers (ECC) across North America to attend the Center Manager Certification Program (CMCP), offered by the National Emergency Number Association (NENA).

The annual National NENA Conference was June 21-26th in Long Beach, CA. NENA offered a variety of different continuing education training classes leading into the start of the conference, including CMCP, 9-1-1 Center Supervisor Program (Supervisor), Center Training Officer Program (CTO), and others. These programs were facilitated by different instructors with unique subject matter expertise and experience, and they are specially designed for 9-1-1 professionals who hold those respective roles at their agencies.

For a while, I was looking into different opportunities for my own continuing education and professional development. If I’m going to stand in front of an audience of people at a conference or in a training class and tell them to constantly seek opportunities for training and growth in their careers, then I have to do the same for myself; I must practice what I preach. NENA and the Association of Public-Safety Communications Officials (APCO) offer various training classes for continuing education and they not only invite, but also encourage professionals working in the private sector to participate in these training programs.

NENA’s CMCP is an advanced course designed for people in leadership positions who understand executive operations in an ECC, so the program has pre-requisites. CMCP is open to those who are current or former directors, managers, or supervisors in an ECC, or those who have completed one of the following NENA courses: CTO Program (3-day course), Supervisor Program (3-day course), or Leadership in the 9-1-1 Center (1-day course). I completed the Leadership in the 9-1-1 Center course last year at the California NENA state conference, which made me eligible to enroll in CMCP. NENA offers all these courses several times throughout the year at different locations across the country. I waited to take CMCP at the national conference in Long Beach this year because I live in Southern California, so it was local for me.

When I arrived for class on the first day, I was greeted by the instructor, Mr. Paul Hicks, ENP, CMCP, and then found my assigned seat at a table at the front of the room. I was glad to see the room set up with tables in groups, which indicated to me that we would likely be doing group learning activities throughout the week. The other students in class were Directors, Managers, or Supervisors at different ECCs that provide dispatch services for law enforcement, fire rescue, EMS, and private ambulance companies. They represented 10 different states in the U.S. and two different provinces in Canada. During an opening group activity that was used as an ice-breaker, we learned there was approximately 370 total years of experience among all the students in different fields of public-safety.

It was a very intense five days of learning. I found the program to be quite comprehensive, addressing several issues that leaders in ECCs deal with daily: general operations, personnel issues, policies/procedures, recruitment/hiring/retention, project management, legal issues, budget management, and my absolute favorite… organizational culture and employee wellness. These complex topics challenged students to reach higher levels of critical thinking and have group conversations about challenges and victories we have each experienced related to those topics. The course also pushed boundaries of comfort with daily individual assignments, group activities, and final projects that are completed both individually and by groups.

If you are thinking about attending CMCP, here are some things I recommend you consider:

• Do It! It is an awesome experience, so receive this as affirmation and encouragement to do it.

• Go with a Friend Reach out to your professional network and find a colleague who also wants to attend the course.

• Plan Ahead and Time it Right NENA offers CMCP several times throughout the year at different locations across the U.S. Visit NENA’s website to see the calendar of scheduled offerings. Plan ahead several months and pick a course at a time when you know you will be between major projects.

• Plan Ahead for Budgeting There is an enrollment fee to participate in CMCP. Wait until CMCP is offered in a location closer to your region to help minimize budget impacts so you don’t have to travel. Also, you can contact NENA to inquire about your agency hosting the course.

• Delegate Responsibilities to Other Leaders while You Attend CMCP is a rigorous five-day course with reading, assignments, projects, and time needed for final exam preparation. Delegate as many responsibilities at work as you can while you are attending the course so you can give it your full attention.

• Take Advantage of Networking with Fellow Students CMCP is a great opportunity to expand your professional network. Go to lunch with the instructor; go to happy hour after class with fellow students. Take the time to cultivate relationships during the course.

In conclusion, CMCP is a comprehensive program that refines leadership skills, significantly contributing to professional development and personal growth. The robust curriculum is facilitated by seasoned instructors who challenge students to think about issues with a fresh perspective. Participants gain tools and learn about resources available to aid them in effectively leading their centers. The strong bonds formed between students develop into friendships that will last the rest of their careers and beyond. Also, as a professional in the private sector, it is a great opportunity to meet leaders from different agencies across the country and hear first-hand the challenges they experience in their day-to-day operations. I highly recommend NENA's CMCP for both leaders at public-safety agencies and leaders in the private sector.

Congratulations to the graduates of CMCP Class 175!

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About the Author:

Ryan Dedmon is the Outreach Director at the 911 Training Institute. Ryan is a former police officer and retired police dispatcher from Southern California. In 2012, the Southern California Chapter of APCO International named him “Telecommunicator of the Year”. Since retiring in 2013, he has been immersed in the world of public-safety training. Ryan holds a Master of Arts degree in Forensic Psychology and is a certified CIT Coordinator. He is also a California POST-certified Academy Instructor and serves at the Regional Criminal Justice Training Center at Golden West College in Huntington Beach, CA. Ryan blends his education and experience to help first-responders recover and grow from post-traumatic stress.