NG911: It’s More than Just the Technology

NG911: It’s More than Just the Technology
Duration: 60 Minutes
Module 1 Module 1
Recorded on: 2023-01-24
Unit 1 Presentation Materials: NG911: It’s More than Just the Technology
Unit 2 Transcript: NG911: It’s More than Just the Technology
Unit 3 Workbook: NG911: It’s More than Just the Technology
Unit 4 Recording: NG911: It’s More than Just the Technology

For most people, the concept of “Next Generation 911” brings thoughts of drones, video calls, instant messaging, real-time updates, and ultra-fast response times. For those working in dispatch, it is redefining the work process and the employees’ experience of the profession. This webinar explores how NG911 is reshaping hiring, retention, and training in dispatch centers all over the US.

Leading this presentation is Halcyon Frank, an emergency communications expert who has spent her career training dispatch telecommunicators on various dispatch and leadership topics. Halcyon is currently the Director of Training and Development for the Denise Amber Lee Foundation.

Specifics of Halcyon’s discussion include:

  • An overview of the inception of the Denise Amber Lee Foundation and the work it is doing to improve the dispatch profession.
  • The tendency in workplaces to change technology but the culture gets left behind.
  • A rundown of the factors that drove and accompany the shift to the Next Generation 911 in terms of the government, technology, and society.
  • The differences between the Legacy era and the Next Generation in the dispatch profession in terms of hiring.
    • The number of candidates vs. the available positions.
    • The recruitment and hiring process and the competitiveness of the job market.
    • Where dispatch is situated within the public safety sector.
    • What attracts candidates into the profession and what employees are focusing on.
  • Juxtaposing retention trends and strategies between the Legacy and Next Generation as it relates to:
    • How the availability of jobs, opportunities to advance in one’s career, and the overall culture shape employees’ longevity in a role or organization.
    • Bonuses and other monetary compensation to cover the cost of living.
    • Flexibility and options on work schedule and location which allows employees to cater to other aspects of their life.
    • Mental health resources and support to ensure employee wellness especially given the profession’s tendency for exposure to trauma.
    • Learning and development opportunities to help employees advance and grow in their careers.
    • A whole-person view where employee welfare is taken into account and support is provided to ensure their work performance and set them up for success.
  • Stay interviews: What these are, the recommended practices when conducting these, and the benefit and value gleaned from these.
  • Comparing and contrasting training methods and scope between Legacy and Next Generation in terms of:
    • Who conducts the training and where these are provided.
    • A generalist training lumped with law enforcement during the Legacy era versus a more dispatch-focused and specialized training curriculum for Next Generation.
    • The integration of mental health and wellness-related topics into training in the Next Generation as opposed to skills-only in the Legacy era.
    • Shifting from the Legacy one-size-fits-all approach into a more individualized training modality that recognizes people’s different learning styles.

Questions from the webinar attendees are about:

  • Successful recruitment strategies.
  • Assumptions surrounding younger generations in the workplace.
  • Remote set-up for call-takers and its impact on recruitment and retention.
  • The difference between stay interviews and employee satisfaction surveys.
  • The retention rate in dispatch and the best time and recommended frequency to conduct stay interviews.


Other Webinars with this Presenter


Resources and Handouts


Audience Comments

  • “Just the difference in how we look at retention and staying in a job from generation to generation, which explains a lot about the generational gap of expectations in the job.” — Emily
  • “Stay interviews… a more formalized approach than regular check-ins or performance evaluation.” — Alane
  • “That today’s focus is on hiring, retention, and training was very interesting to me.” — Julie
  • “Lots of things to think about. Good approach on a lot of stuff.” — Alejandro
  • “Excellent Tips.” — Robert
  • “The information on the stay interview was valuable.” — Vickie


Click here to view and register for other upcoming Dispatch webinars and recordings on the JCH Platform.


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