911 Operations Manager Alpharetta Emergency Communications Center Alpharetta, Georgia
The Culture Crisis explores the growing challenge of toxic workplace culture within 911 centers and the impact it has on retention, performance, and morale. This session examines why traditional, policy-heavy approaches are failing and how shifting to a values-based leadership model can transform team dynamics, accountability, and hiring practices. Attendees will learn practical strategies for identifying cultural red flags, rebuilding trust, and creating an environment where employees feel supported, empowered, and aligned with shared purpose. This presentation is designed for leaders ready to move beyond compliance to build centers where people stay, thrive, and serve with integrity.
Learning Objectives:
Identify key indicators of toxic 911 culture and understand how they negatively impact morale, retention, communication, and operational performance.
Differentiate between policy-driven and values-driven leadership models and recognize how each approach shapes employee behavior and workplace climate.
Evaluate hiring and promotional practices to ensure they support cultural alignment, emotional intelligence, and long-term team health, not just technical skill.
