Representing your agency, whether to the public, partner agencies, councils, or industry partners, comes with challenges and this course is recommended for anyone in those roles. In this session, you’ll learn simple, practical tips to polish how you present yourself, your message, and your agency both in person and online. We’ll cover common mistakes to avoid, tools for influencing ideas and gaining buy-in, and strategies for staying transparent without being baited into controversy.

You’ll also explore the importance of telling your story, because if you don’t, someone else will, and it may not be the narrative you want. Through real-world examples and lessons learned, you’ll leave with thought-provoking scenarios, easy “do this, not that” tips, and the confidence to shape the conversation and represent your agency successfully, whether or not you serve in a formal PIO role.

Course Length: 1 Hour

When a 911 call comes in for someone not breathing, the clock is already ticking. This session breaks down the myths of Telephone CPR (T-CPR) and shows how 911 professionals, Fire, and EMS can work together to deliver better patient care—starting at the very first ring.

We’ll cover early recognition of cardiac arrest, common caller responses that can create confusion for us working in a blind environment, and practical techniques to guide callers effectively until responders arrive. Regardless of which medical protocols you use, you’ll leave with actionable takeaways you can apply on your very next call.

Through real 911 call audio and case examples, this class provides insights, tips, and tools to strengthen your confidence, improve collaboration with EMS partners, and ultimately save more lives.

*Class Disclaimer - This is not a T-CPR Certification Class, but an agnostic support to the 911 professional, EMT, Paramedic, Fire Fighter, or other Emergency Responders on the field or in management that want to help improve their call center’s CPR performance and understanding.

Course Length: 1 - 2 Hours

Suicide touches everyone—including 911 and all of public safety. In this session, you’ll hear a powerful story of loss, survival, and triumph, and how one simple act forever changed my perspective. Together, we’ll build Zero Suicide Kits—versions designed for your local schools as well as kits responders can carry in their vehicles to distribute within your community while on calls.

This workshop blends an empowering presentation with a hands-on impact workshop: your team will work side by side assembling kits that not only serve your communities but also create connection, positivity, and resilience within your own center and your agency. By normalizing conversations around suicide, these kits become a tool to spark dialogue, reduce stigma, and not only provide tangible resources to those in need but help your own responders well being.

*If you want this class and only have an hour, I can teach it in one hour, but there is no workshop portion along with it and it is just the presentation of the idea - longer times are recommended but again it is important for you to have options that fit your needs and your schedule.

Course Length: 2 - 4 Hours

Change doesn’t just happen—it’s created. In this session, you’ll learn how to build platforms that drive the change you want to see, while developing the skills to be both strategic and adaptive in reaching success. Drawing from lessons learned as a 911 public safety manager in the biggest PSAP in my state and as president of my state's APCO/NENA organization, this class offers a creative approach to thinking outside the box.

We’ll cover how to build and use your resources, recognize the difference between simple and complex problems, and navigate roadblocks—including what to do when you hit a dead end. You’ll also explore the value of outsourcing, delegating, and networking by asking: Who is in your network, and who could be?

Through real-world success stories and thought-provoking examples, you’ll leave with practical, instantly implementable takeaways—and a key understanding of the importance of being both strategic and adaptive to create meaningful change in your center and beyond.

Course Length: 2 Hours

What happens when the unthinkable occurs and your CAD system is down for a week? In this July 2024 case study from the largest 911 center in the state, you’ll get an inside look at how a cyberattack during the busiest month of the year impacted operations, what worked, what didn’t, and the lessons learned along the way and how over 9,000 calls were managed all on paper.

This session focuses on the floor operations perspective, how staff adapted, how workflows were reimagined, and how communication was maintained under pressure. You’ll walk away with practical strategies, thought-provoking takeaways, and a deeper understanding of how to prepare your own center to stay resilient in the face of a cyber crisis during the event and also the after work that needs to be done, such as what do you do with those 9,000 paper calls.

Whether in an informal leadership role, a lead on the floor, a supervisor, or in upper management of 911 operations; this course will help prepare you for these events which are on the rise and are not going away.

Course Length: 2 Hours

Relationships are the foundation of every strong team—but they don’t happen by accident. In this session, we’ll explore how to build and maintain intentional, respectful, and authentic connections with those around us: our leaders, teammates, those we supervise, the community we serve, and even ourselves.

We’ll talk candidly about what it really means to be present in our interactions—why a rushed hallway chat isn’t the time for a deep conversation, and how small moments can carry big meaning. We’ll also address the reality that we won’t connect with everyone—and that’s okay—but we still hold the power to treat people with dignity and care.

Whether you're leading a team or answering the phones, the relationships you nurture today are what will carry you through tomorrow’s challenges. Shared adversity can bond us, but choosing to build connections before the storm is what makes teams truly resilient. Because at the end of the day, people don’t care how much you know until they know how much you care.

Course Length: 1 Hour

As an instructor, you already have an advantage—your class wants you to succeed. Led by a national 911 speaker, this session shares lessons learned from years of training and presenting to help you strengthen your presentation skills.

You’ll learn simple tips to polish your delivery and enhance the details that make your presentation stand out, while avoiding common mistakes—even those made by experienced speakers. We’ll explore how to engage your audience from the first minute, use body language and visual aids to reinforce your message, and structure your content so it’s clear, memorable, and easy to follow.

Packed with humor, real-world examples, and even slideshow karaoke, this session gives you practical “do this, not that” takeaways that will boost your confidence, help you connect with learners, and leave your audience engaged, inspired, and ready to apply what they’ve learned.

Course Length: 1 Hour

When we start measuring our worth or our path against someone else's, we lose sight of who we really are and what we’re meant to do. In this session, we’ll talk about what it means to truly navigate your own lane—with clarity, confidence, and boundaries all while keeping your north star in clear sight.

Social media has fueled some of this at a dangerous pace, but this class will give you tools to remember that you don’t owe anyone the steering wheel to your life. With real life examples from the instructor, gain tips on how to confidently own your own path (without apology), trusting your decisions, all while achieving your goals.

The truth is, every successful person has been told at some point that they weren’t good enough, smart enough, or capable enough. But they kept going—and so can you. This session will challenge you to silence the noise, stop shrinking for others' comfort, and start trusting the voice that matters most: your own.

Course Length: 1-2 Hours. This class course length can expand and shrink with your schedule time and agency needs.

Complacency can be deadly—especially in 911. Often subtle at first, it can start small, quietly gaining momentum until it has serious consequences. This session uses real-world case studies in public safety and 911 to show how these seemingly minor lapses can escalate and what frontline professionals can do to prevent them.

You’ll explore the warning signs, understand the factors that contribute to complacency, and learn practical strategies to stay alert, engaged, and proactive on every call. Whether protecting yourself, supporting your team, or safeguarding your center, this class provides actionable insights to reduce risk, enhance performance, and keep operations running safely and effectively.

Course Length: 1-2 Hours; This course length can be expanded to support your schedule needs. There are less scenarios and examples with less time.

This is not a sales pitch, and is not from a vendor, and this is not about AI. This course is from years of lessons learned working under the headset for the past 2 decades to now. When the unexpected happens—like losing your 9-1-1 lines—how ready is your center to respond? In this session, we’ll explore how to maximize your phone system’s capabilities using free and widely available resources to enhance resiliency, redundancy, and operational readiness. This class is not an endorsement of any specific product, but a practical look at how no-cost tools available to 9-1-1 today can add an extra layer of protection and continuity to your 9-1-1 operations. You may also pick up some things that can help you maximize use of your current resources, like we did on 4th of July, which reduced our highest call volume hour by 50 percent.

Using a real-world case study from Idaho’s largest 9-1-1 center—which experienced an eight-minute total outage in 2024 that affected it as well as surrounding centers in the region —we’ll walk through lessons learned, best practices, and actionable steps to prepare your center before it happens to you. Topics include managing challenges such as language translation on backup phones.

By the end of this class, participants will gain simple, implementable strategies to strengthen their 9-1-1 line resiliency because in this line of work, preparation isn’t optional; it’s essential.

Course Length: 2 Hours