Do you stress over certain calls?  Are you worried about compliance scores? John Lofgren may have a few solutions for you. John has incorporated his experience as a firefighter, police officer, dispatcher, and supervisor to enhance how he coaches both his team and other agencies.  As a certified instructor with the International Academy of Emergency Dispatch and Training Manager at the Authority, John shares some of his knowledge and tips in quality assurance and training.

In this episode, John discusses:

• The shift from quality improvement to training.
• Ways to prepare for certain calls.
• How calls are reviewed during the quality assurance process.
• How to build team cohesion and consistency.

John references:

• The International Academy of Emergency Dispatch
• Training through the National Emergency Number Association (NENA) such as the Center Manager Certification Program (CMCP) and the Certified Training Officer (CTO) program.  You can learn more about all of NENA’s programs at nena.org.
• How to Win Friends and Influence People by Dale Carnegie
• 5 Levels of Leadership by John Maxwell
• Dare to Lead by Brené​​​​​​​ Brown