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  • Exceeding Customer Expectations- COVINGTON, GA (September 9, 2019)

    Contains 3 Component(s)

    This course addresses customer service from the point of view of the Fire Service Agency. It will cover the skills and knowledge necessary for fire service staff at all levels of the organization to understand methods and gain ownership for exceeding their customer’s expectations.

    In recent times, significant shifts in the demand for fire services have occurred; in addition expectations of elected officials and the general public have increased.  Fire service organizations must to be positioned to address these challenges by exceeding customer expectations in the future in order to sustain their organizations.

    This course addresses customer service from the point of view of the Fire Service Agency. It will cover the skills and knowledge necessary for fire service staff at all levels of the organization to understand methods and gain ownership for exceeding their customer’s expectations.

    Learning Objectives 

    •        Explain why customer service must become a core value of a fire service organization.
    •        Identify key customer service measurements for a fire service organization.
    •        Describe methods to collect customer service data.
    •        Describe methods to analyze customer service data.
    •        Identify key components of a customer service strategy for a fire service organization.
    •        Identify methods to execute a customer service strategy.
    •        Review data to determine if a customer service strategy is working.


    Pricing

    Early Registration: $175 until July 15th

    Regular Registration: $195 until August 19th

    Late Registration: $240 after August 19th


    Jake Rhoades

    Instructor

  • DoD Only: Quality Improvement Through Accreditation- SIGONELLA, ITALY (August 20-22, 2019)

    Contains 3 Component(s)

    This workshop provides the basic concept and steps for agency accreditation. The three-day course focuses on quality improvement and explains the six building blocks of accreditation.

    This course features three full days of instruction to help agencies prepare for accreditation under the 9th edition of the Fire and Emergency Service Self-Assessment Manual (FESSAM).

    WHAT YOU WILL RECEIVE:

    • The 9th edition of the Fire and Emergency Service Self-Assessment Manual (FESSAM)
    • The 6th edition of the Community Risk/Standards of Cover Manual
    • 24 hours of instruction from experienced accreditation peer team leader
    • Multiple opportunities to engage and network with your peers


    WHAT YOU WILL LEARN:

    The steps in the self-assessment process, from building a team to becoming an accredited agency

    The six building blocks of the accreditation process:

    •  Community Risk Assessment
    •  Goals and Objectives
    • Standards of Cover
    • Benchmark and Baseline Standards
    • Strategic Plan
    • Self-Assessment


    ***Note- DoD personnel are covered under the DoD contract

    Ernst Piercy

    Instructor

  • DoD Only: Quality Improvement Through Accreditation- SASEBO, JAPAN (July 23-25, 2019)

    Contains 3 Component(s)

    This workshop provides the basic concept and steps for agency accreditation. The three-day course focuses on quality improvement and explains the six building blocks of accreditation.

    This course features three full days of instruction to help agencies prepare for accreditation under the 9th edition of the Fire and Emergency Service Self-Assessment Manual (FESSAM).

    WHAT YOU WILL RECEIVE:

    • The 9th edition of the Fire and Emergency Service Self-Assessment Manual (FESSAM)
    • The 6th edition of the Community Risk/Standards of Cover Manual
    • 24 hours of instruction from experienced accreditation peer team leader
    • Multiple opportunities to engage and network with your peers


    WHAT YOU WILL LEARN:

    The steps in the self-assessment process, from building a team to becoming an accredited agency

    The six building blocks of the accreditation process:

    •  Community Risk Assessment
    •  Goals and Objectives
    • Standards of Cover
    • Benchmark and Baseline Standards
    • Strategic Plan
    • Self-Assessment


    ***Note- DoD personnel are covered under the DoD contract

    Ernst Piercy

    Instructor

  • Nurturing Fire Service Leaders Through Mentoring- MANDEVILLE, LA (June 14, 2019)

    Contains 3 Component(s)

    The one-day (8 hours) workshop is about refining the next generation of leaders.

    There are approximately 32,000 fire chiefs in the United States and, on average, 3-4 a month are lost due to retirements. As fire service leaders, we have a fundamental responsibility to develop our future leaders. Succession planning and the development of leaders is one of the greatest challenges we are facing in the fire service. The mass amounts of retirements in recent years have exacerbated this challenge. Nurturing Fire Service Leaders through Mentoring is not only designed to assist peers and colleagues outside our departments but can be adapted to assist the local fire officer within their organization.


    Learning Objectives

    • Compare and contrast mentoring to various other leadership tools
    • Cite the importance of the synchronization of succession planning, professional development and the organization’s strategic plan
    • Cite benefits of a mentoring program to the organization as a whole
    • Describe steps necessary in the development of a formal mentoring process
    • Recognize and define generational groups and describe values they hold that may impact a mentoring relationship
    • Identify and compare other successful mentoring relationships and their impact on the organization.
    • Recognize the various pitfalls and problems that may occur during a mentoring relationship.


    Pricing

    Early Registration: $175 until May 22

    Regular Registration: $195 until  May 29

    Late Registration: $240 after May 29 (Registration closes June 5)


    Josh Waldo

    Instructor

  • Nurturing Fire Service Leaders Through Mentoring- MANDEVILLE, LA (June 13, 2019)

    Contains 3 Component(s)

    The one-day (8 hours) workshop is about refining the next generation of leaders.

    There are approximately 32,000 fire chiefs in the United States and, on average, 3-4 a month are lost due to retirements. As fire service leaders, we have a fundamental responsibility to develop our future leaders. Succession planning and the development of leaders is one of the greatest challenges we are facing in the fire service. The mass amounts of retirements in recent years have exacerbated this challenge. Nurturing Fire Service Leaders through Mentoring is not only designed to assist peers and colleagues outside our departments but can be adapted to assist the local fire officer within their organization.


    Learning Objectives

    • Compare and contrast mentoring to various other leadership tools
    • Cite the importance of the synchronization of succession planning, professional development and the organization’s strategic plan
    • Cite benefits of a mentoring program to the organization as a whole
    • Describe steps necessary in the development of a formal mentoring process
    • Recognize and define generational groups and describe values they hold that may impact a mentoring relationship
    • Identify and compare other successful mentoring relationships and their impact on the organization.
    • Recognize the various pitfalls and problems that may occur during a mentoring relationship.


    Pricing

    Early Registration: $175 until May 22

    Regular Registration: $195 until  May 29

    Late Registration: $240 after May 29 (Registration closes June 5)


    Josh Waldo

    Instructor