Deputy Director of Administration Summit Emergency Communications Center Tallmadge, Ohio
This presentation explores how SECC transformed consolidation chaos into a structured, cohesive, and sustainable training system built entirely from scratch. With no existing model to work from, we developed academy-style onboarding, cross-training, scenario-based learning, and daily performance tools to support both new and experienced telecommunicators. We will share lessons learned from merging four PSAPs, creating consistent standards, and building a training model that balances call processing, dispatching, and professional development. Attendees will leave with practical strategies to strengthen training programs, reduce confusion, and improve performance in any multi-agency environment.
Learning Objectives:
At the culmination of this session, participants will be able to identify the core components of a structured dispatcher training system, including academy-style onboarding, cross-training, daily evaluations, and scenario-based learning.
At the culmination of this session, participants will be able to design or adapt a training framework that supports both new hires and long-term dispatchers, ensuring consistent standards, ongoing development, and equitable training opportunities across all experience levels.
At the culmination of this session, participants will be able to apply practical tools and templates to improve consistency, reduce confusion, and strengthen dispatcher performance in multi-agency emergency communications environments
