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Challenges: The Employee Handbook, General Orders, SOP, and Policy Manual tell you everything you need to know about dealing with personnel matters, right? So how do you handle the things that aren’t in the manual? Learn from situations others have faced, and how to think through those bizarre incidents your employees will come up with.

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Presented by Beth English, ENP, Trainer, Commercial Electronics

After 31 years as a public safety communications profession, Beth English is a believer in PSAP QA. She has seen firsthand, the positive effects QA can have on an agency, both internally and externally. Beth is also a popular trainer and regularly presents at state and national telecommunicator training conferences on topics that have included contingency planning, public education, employee recognition, in addition to productive and constructive criticism. She has earned her Master Telecommunicator Proficiency Certification from Texas Commission on Law Enforcement (TCOLE) and is an active NENA volunteer including serving as President of the Texas Chapter. At Commercial Electronics, Beth oversees the QA program, CEQIP and provides HighGround Training.