Program
Day 1: Wednesday, February 18
*Breakfast and breaks provided by APCO
(6 CEUs)
Panelist will discuss the current state of wellness, staffing and culture in 9-1-1.
Shantelle Oliver, CEO/Founder, ASO Leadership Solutions
This session introduces the "5 Chairs, 5 Choices" model, guiding participants through framework focused on enhancing communication and decision-making. Each of the five chairs ”Red, Yellow, Green, Blue, and Purple” represents a different behavioral response to challenges. Through interactive activities and reflections, participants will identify their default behaviors and learn to choose more constructive responses.
Amber Logan, Alamo Colleges Police Department, Police Communications Manager
In today's challenging climate, where public perception of law enforcement is often strained, cultivating passion for the public safety profession is more important than ever. This session explores how ECC leaders can inspire pride, purpose, and professionalism in their teams, especially as recruitment and retention become increasingly difficult. Participants will gain practical insights into how to build a resilient workforce, promote a culture of respect and accountability, and attract new talent by highlighting the impact and integrity of public safety careers.
Sally Panozzo, In-Service Education Supervisor, Palm Beach Sheriff's Office
Behind every 9-1-1 call is a telecommunicator whose mind and body are pushed into high alert, often multiple times within a single shift. This session explores different types of stress, including acute stress, cumulative stress, vicarious trauma and secondary traumatic stress. We'll explore how the fight-or-flight response is repeatedly triggered, what that means for long-term health and performance, and how stress uniquely affects telecommunicators compared to other first responders. Participants will gain a deeper understanding of the hidden toll of this work, as well as practical strategies to build resilience and support wellness in the communications center.
Veronica Dickerson, Dispatcher II, Kent County Department of Public Safety
This session offers a real-world look at how therapy dogs have been integrated into peer support and CISM efforts within a 9-1-1 center. Participants will hear firsthand how therapy animals can help reduce stress, build connection, and support retention and morale. You will walk away with practical steps for introducing therapy dog visits or programs into your own agency, including how to gain leadership buy-in and make wellness efforts feel personal and sustainable. Whether you're just beginning to explore mental health resources or looking to expand an existing program, this session offers a unique, compassionate approach to supporting the people behind the headset.
Crystal Lawrence, CPE, RPL, Director of ECC Engagement, APCO International
In this session, APCO will highlight the important work that is underway to support Emergency Communications Centers in wellness, staffing, recruitment, retention, and culture. Included in this presentation is an update on the Incident Handling and Staffing Survey, which will be launched in 2026, as well as the modernization of the APCO RETAINS Toolkit.
Day 2 : Thursday, February 19
*Breakfast and breaks provided by APCO
(5.5 CEUs)
Adam Timm, President & Founder, The Healthy Dispatcher
Across the country, ECCs are struggling to recruit and keep good people. Leaders often try to fix the problem with pay adjustments, hiring bonuses, or new scheduling models but the deeper issue is culture. Research and firsthand experience show that people don't leave the job; they leave the leadership. Participants will learn why leadership style and organizational culture matter more than any incentive program. They will also discover how trust, respect, and accountability are the true retention tools and how to start building them immediately. Through case studies from ECCs across the U.S., we will highlight what’s working, what's not, and how you can create a culture worth staying for.
Matthew Johnson, Instructor, Foundations Public Safety Training
This session goes beyond basic management to uncover what true leadership really means. Participants will learn how to genuinely support and lead their team and examine the toxic behaviors that can undermine leadership, especially within public safety agencies. Through a candid look at real-world challenges, you'll discover what it takes to become a servant leader who inspires trust and resilience. We'll dive into the qualities and practices of anti-toxic leaders, equipping you with tools to become a powerful, positive presence for your team. You'll also learn how to apply the AIMM model (Assess, Identify, Mitigate, Move) to strengthen your leadership approach. Finally, this session will help you master strategies for retaining top talent and building a culture where people thrive.
Andre Jones, Assistant Executive Director, Hamad Medical Corporation Ambulance Service
Emergency communication centers (ECCs) are operating under constant pressure: staffing shortages, rising call volumes, and the increasing emotional complexity of incidents. At the same time, today's workforce expects more from their organizations psychological safety, supportive leadership, and meaningful work. This session draws on both operational ECC leadership experience and industrial/organizational psychology to explore how leaders can actively shape culture and build resilience during periods of change. Participants will learn why organizational culture is a critical determinant of wellness and retention, and how unresolved organizational trauma can erode trust over time. The session introduces practical leadership tools such as the SHOWUP leadership model and the 80/20 wellness principle that help supervisors and managers reduce strain, foster psychological safety, and balance operational demands with workforce well-being.
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