ENP Study Group “Training in the Environment” BROUGHT TO YOU BY: THE FLORIDA NENA EDUCATION COMMITTEE

Training Needs Analysis Conduct an assessment ◦Identify any National requirements ◦Identify any State requirements ◦Identify any Local standards/requirements ◦Identify deficiencies within the Communications Center Initial/New Hire Training – classroom and on-the-job Continuing Education Remedial/Refresher Training In-Service/Mandatory Training Certification/Recertification – CPR, AED, EMD/EFD/EPD, NCIC, DOH

Development of Training Curriculum Recognized classes Specific equipment requirements (hardware, software, etc.) Specific PSAP requirements Average length of time for an employee to complete Lesson Plans, quizzes, tests, scenarios/role playing, games, on-line training

Training Methods Classroom, one-on-one, on-line/computerized, seminars/conferences, train the trainer External Internal – CTO, First Line Supervisors, Senior Dispatcher, Tactical Dispatcher Time off the desk to complete this training? Shadow or Mentoring – how long

On-Going/Long-Term Training Certification and recertification – annual requirements Refresher training Monthly meetings and quizzes In-service/Mandatory

Evaluation of Training Class/Course Critiques Hands-on demonstrations Quizzes/Tests Feedback from all levels of staff What is working and what is not working Areas of training that needs more attention/time or less attention/time

QA vs. QI (Page 121) QA is Quality Assurance – this is the act of providing confidence (assurance) that a product or service will fulfill the critical to the quality aspects by inspecting the product or service and providing a report on how may met standards vs. how many did not. QI is Quality Improvement – this is about training to an expectation, then finding ways to meet and/or exceed that expectation. Discipline and QA/QI should always be separate – however, they are both equally important

Career Planning and Development Provide for advancement within the PSAP Train for your replacement Allow time off for training/education Career Path – CTO, NCIC (TAC/LAI/POC), Training Coordinator/Supervisor, Supervisor, Manager, Director, Coordinator

Mentoring This is a process whereby an experienced, highly regarding, empathic person guides another individual in the development of his/her own ideas, learning, personal and professional development. The mentor works within the same organization or field Great for new hire trainees before being placed on their own Great also for new trainers, supervisors, and managers

Succession Planning This is the management process of identifying and developing employees with the potential to fill key leadership positions within an organization This could include positions such as trainers, supervisor, training supervisors, quality assurance coordinators, managers, directors, and coordinators. This could also include specialized training skills such as GIS, database, public records requests, scheduling, public education, etc.

CTO Program Evaluations done by CTO’s (Trainers) during OJT (On-the-Job Training) Severity – one bad incident affects entire score for the day – trainees will have a bad call or incident. It is documented but score is based on entire day, not just one incident Halo – one good incident affects entire score for the day Horns – one bad incident affects entire score for the day This is also true with evaluations of other employees (probationary, annual, etc.) completed by supervisors or managers

Questions?