Jim Lake brings over 25 years of public safety experience to his current
position of Project Manager for L. Robert Kimball & Associates. Previously, he
served as the Senior Trainer for the Massachusetts State 911 Agency. His time
spent as a police officer and call firefighter/EMT, combined with 13 years of
PSAP telecommunications and management experience, allows him to present on
9-1-1 issues from both sides of the microphone.
Communications Center Staffing
This presentation provides information on how to determine the proper
staffing levels needed in an emergency communications center. Areas of
review include why staff leave, service levels, performance measurements,
Erlang & APCO Retains Calculations, and how to get the positions.
Managing Generational Differences
There are currently 4 Generations of workers in our communications centers
today. Each has their own lifestyle and workplace characteristics. This
session will identify those characteristics and explore ways in which to
lead and manage at all four generational levels.
