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About the Course
This course explores how tolerated behaviors—positive or negative—become the standard within a 911 communications center. Participants will learn how leadership actions, inactions, and consistency shape culture, morale, and retention. Using the “Moment of Choice” and the Accountability Loop, learners will gain practical tools to address behavior early, reinforce expectations, and build a culture rooted in respect, professionalism, and accountability.
Your Instructor
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Heather Joyner
Heather Joyner is the 911 Director for Burke County Emergency Communications and founder of The PSAP Consulting Group. With more than two decades of experience in public safety leadership, Heather specializes in culture transformation, conflict resolution, leadership development, and retention strategy. Her programs, including Stop 911 Drama™ and The 911 Leadership Advantage, are used nationwide to strengthen PSAP culture and develop confident, accountable leaders.