Location: Henry B. Gonzalez Convention Center, 214 A-B
CEU: 1
Level of Presentation: Intermediate Target Audience: 9-1-1 Coordinator, County/State Official, Manager, Supervisor, Training and Education Coordinator, Director, Public Safety Telecommunicator
Deputy Director Wayne County Emergency Communications
Explore how one of Indiana’s only fully staffed 911 centers turned hiring and retention into a repeatable success story. This session breaks down practical strategies that boosted morale, strengthened engagement, and supported long-term employee commitment. Attendees will see how intentional leadership, structured hiring practices, clear expectations, targeted incentives, operational flexibility, and a culture of support helped a center thrive despite industry-wide staffing challenges. Learn what worked, what didn’t, and how small but deliberate actions created a workplace where employees apply, show up, and stay. Perfect for agencies searching for sustainable, realistic approaches to staffing stability.
Learning Objectives:
At the culmination of this session, participants will be able to identify specific recruitment and hiring practices that can be implemented in their own PSAP to improve applicant quality and reduce early turnover.
At the culmination of this session, participants will be able to describe practical methods for increasing employee engagement, strengthening morale, and supporting a positive center culture.
At the culmination of this session, participants will be able to evaluate their current retention strategies and develop actionable adjustments based on successful examples demonstrated during the presentation.
