The Cost of Attrition: Escaping the Training Trap!
Wednesday, August 5, 2026
3:30 PM - 4:30 PM
Location: Henry B. Gonzalez Convention Center, 214 A-B
CEU: 1
Level of Presentation: Advanced Target Audience: 9-1-1 Coordinator, County/State Official, Manager, Supervisor, Training and Education Coordinator, Director
Worcester County Emergency Services Snow Hill, Maryland
The Cost of Attrition from Emergency Communications Telecommunicator turnover in the "Valley of Despair" is a massive, recurring financial drain. This systemic issue demands a strategic intervention. This session frames the Phased Learning Architecture as a crucial, justifiable capital investment designed to mitigate this waste and deliver long-term ROI. High turnover is caused by information overload and unstructured, passive training. Attendees will learn to integrate the core components of the PLA: Spaced Repetition, active, gamified methods, and structured simulation blocks to balance cognitive load. This strategic model customizes learning and validates competencies for increased retention and success across the agency.
Learning Objectives:
The Spaced Learning Model: Analyze how restructuring monolithic training manuals into distinct modules with mid-module simulation blocks directly reduces the cost of cognitive failure by preventing information overload and subsequent trainee withdrawal.
Mastery Through Experience: Hands-On, Learning Drills: Implement high-engagement techniques—such as the Shadow-Decision Drill and gamified code review—to increase first-attempt passing rates and reduce expensive, repetitive retraining time across all learning styles.
Sustained Engagement: Structure for Long-Term OJT: Map 30/60/90-day milestones and utilize a Structured Mastery Portfolio to generate measurable evidence of competency throughout the months long OJT process, thereby mitigating liability risk and justifying the agency's investment.
