1. 911 Management
2018 ENP Study Group
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2. Health and Safety Employee Assistance Program (EAP) – Page 123
Critical Incident Stress Management (CISM) – Page
Environmental – Page

3. 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

4. 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

5. Media Relations Know your organization’s policy Know the media
Plan ahead
Take control
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6. Public Relations and Education
Special Events – Page 130
Educational Campaigns – media, billboards, website advertising, presentations, printed materials, career day, social networking – Page
Special considerations for NG911 – Page 131
Review of 911 Public Education – Page 131

7. 911 Management Management of Employees – Page 131-132
Scheduling Employee Time – Page 132
Development of Policies and Procedures – Page 133

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

9. 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
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10. Who are the Customers?
Sidebar
Page 139