Shelby County 911

Executive Meeting
2024-03-22 08:30 - 09:30, 2024-05-24 08:30 - 09:30, 2024-07-19 08:30 - 09:30, 2024-09-27 08:30 - 09:30, 2024-11-22 08:30 - 09:30, 2025-03-21 08:30 - 09:30, 2025-05-23 08:30 - 09:30, 2025-07-25 08:30 - 09:30 (America/Chicago) and 1 more date | Shelby County Emergency Communication District Office, 3150 Lenox Park Blvd. Suite 108, Memphis, 38115, United States

Board Meeting
2024-04-03 08:30 - 10:00, 2024-06-06 08:30 - 10:00, 2024-08-01 08:30 - 10:00, 2024-10-10 08:30 - 10:00, 2024-12-05 08:30 - 10:00, 2025-02-06 08:30 - 10:00, 2025-04-03 08:30 - 10:00, 2025-06-05 08:30 - 10:00 and 1 more date | Shelby County Emergency Communication District Office, 3150 Lenox Park Blvd. Suite 108, Memphis, 38115, United States

NENA Conference
2024-06-29 - 2024-07-03, 2025-06-21 - 2025-06-26 | TN
National Emergency Number Association

APCO Conference
2024-08-03 - 2024-08-07, 2025-07-26 - 2025-07-30 | TN
Association of Public Communications Officials

TENA Conference
2024-09-29 - 2024-10-02 | TN
Tennessee Emergency Number Association

The Caregiver’s Compass: Navigating Critical Incident Stress, Trauma and Burnout
2025-03-27 03:00 - 12:00, 2025-03-28 03:00 - 12:00 | Memphis Police, 79 Flicker St, Memphis, TN, 38104, United States
Description:
This essential course for 911 dispatchers is designed to address the unique challenges faced by our
‘first’ first responders. Participants will explore the dynamics of critical incident stress, vicarious
trauma, and burnout, gaining valuable insights into their causes and effects. Through interactive
sessions and practical exercises, this course provides tools and strategies to build resilience,
promote mental health, and sustain well-being. Participants will learn to recognize early signs of
stress and trauma, implement effective coping mechanisms, and develop a supportive network
among peers. Emphasis will be placed on self-care practices and organizational support systems to
foster a healthy work-life balance. By the end of the course, dispatchers will be better equipped to
manage the emotional toll of their work, ensuring they can continue to provide vital services to their
communities with clarity and compassion.
Learning Objectives:
• Identify common symptoms and causes of critical incident stress, vicarious trauma and burnout
• Explain the impact of stress, trauma and burnout on mental and physical health
• Apply coping strategies to reduce the impact of daily stressors to prevent burnout
• Develop a personalized stress management and self-care plan

Positive Interaction With Difficult People
2025-04-24 03:00 - 12:00, 2025-04-25 03:00 - 12:00 | Memphis Police, 79 Flicker St, Memphis, TN, 38104, United States
Description:
You interact with difficult people all the time. Sometimes it’s the frequent flyer or the impatient resident. It can often be your colleagues or supervisors. You need proven tools and techniques for handling difficult people: understanding where they’re coming from and giving the right response at the right time and in the right way. This class provides powerful insight and easy-to-use strategies for dealing with difficult people without losing your mind.

Communicating Discipline: The Critical Exchange
2025-05-09 03:00 - 12:00 | Memphis Police, 79 Flicker St, Memphis, TN, 38104, United States
Description:
Research definitively shows that 911 employees’ work identities are formed during communication
with their supervisors. Communication during disciplinary action is particularly crucial to employee
job satisfaction. For some supervisors, communicating messages of disciplinary action or correction
to subordinates is a smooth, hassle-free experience from which all parties emerge unscathed. For
others, any attempt at this discourse (regardless of methodology) is the stuff of nightmares. Why?
What makes this absolutely critical form of communication so easy for some and so brutal for others?
In this class we’ll take a look at qualitative research involving real telecommunicators in 911 centers
and dig into solutions that get to the heart of what matters in these critical conversations.
Learning Objectives:
• Characterize and apply requirements for successful discipline conversation from subordinates/
trainees
• Summarize and demonstrate three requirements for successful discipline conversation from
supervisors/trainers
• Cultivate a usable plan for constructive discipline conversation

Sustaining a Customer Service Culture
2025-09-18 03:00 - 12:00, 2025-09-19 03:00 - 12:00 | Bartlett Police, 3736 Appling Rd, Bartlett, TN, 38133, United States
Description:
The term “customer service” doesn’t always seem to apply to public safety. The best communications
centers, however, strive every day to establish a culture of excellent customer service, when working
with the public as well as fellow team members. When we see that the people we work with, both
inside the center and in the field, are all receiving some level of customer service from us, things
change for the better. In this training class, participants are offered clear illustrations of excellent
customer service in public safety, and the are given tools to create a culture that values customer
service in every interaction.
Learning Objectives:
• Provide excellent customer service in difficult situations
• Think outside the box while assisting citizens and coworkers in need
• Skillfully deal with difficult callers
• Communicate effectively when tension is high
