911 Management 2018 ENP Study Group Pages 123 - 139

Health and Safety Employee Assistance Program (EAP) – Page 123 Critical Incident Stress Management (CISM) – Page 124-125 Environmental – Page 125-126

Public Relations and Education 911 Public Education – Page 126 Difference between Public Education and Public Relations – Page 126 Message Development – 911, Address, when to call, Wireless 911, VoIP – Page 127 Target Audience – children, adults, seniors, hearing/sight impaired, Special Needs, Non-English speaking, wireless phone callers, VoIP – Page 127-128

Public Relations and Education Ways to get your Message Out – Page 128 Utilizing your Community Resources – Page 128 Use of Volunteers – Page 129 Budget, Funding, and Fundraising – Page 129 Research and Evaluation – Page 129

Media Relations Know your organization’s policy Know the media Plan ahead Take control Page 129-130

Public Relations and Education Special Events – Page 130 Educational Campaigns – media, billboards, website advertising, presentations, printed materials, career day, social networking – Page 130-131 Special considerations for NG911 – Page 131 Review of 911 Public Education – Page 131

911 Management Management of Employees – Page 131-132 Scheduling Employee Time – Page 132 Development of Policies and Procedures – Page 133

Quality and Performance Management Operations Management – Quality Assurance – Page 133-135 What is Quality – Page 135-136 Quality Assurance vs. Quality Improvement – Page 136 Why now – Page 136-137 The Importance of Feedback – Page 137

Beyond Quality Assurance: The Quality Trilogy Quality Planners develop the processes necessary to meet the CTQ’s for a given product or service Quality Control is defined as the techniques and activities used to fulfill the CTQ’s Quality Improvement analyzes performance and identifies root causes for deficiencies and possibilities for improved capabilities Page 137-139

Who are the Customers? Sidebar Page 139