About the Course
Objectives:
Define and clarify change as it relates to Public Safety.
Investigate technological changes as they relate to Public Safety.
Discuss internal societal changes that affect Public Safety.
Discuss external societal changes that affect Public Safety.
Learn legislative changes as they relate to Public Safety.
Encourage the adoption of a "FRESH" philosophy.
Description:
Sometimes after working long hours, being short-staffed, and a variety of other stressors, it can make telecommunicators "stale." This course encourages telecommunicators to stay "fresh" in different aspects. We will briefly discuss the history of 911 then further discuss new technology and data. We will also look at changes in society/community and how they affect new employees, interacting with callers, and the safety of field responders. Major topics of discussion during this section will be generational changes, personality types, civil movements, and community tragedy/experiences. We will have a minor overview of legislative changes. Lastly, reaffirm all points to encourage telecommunicators to stay fresh.
Your Instructor
Toby J. Akers Jr., CMCP
Toby is a galvanizer, gaining energy from empowering individuals to follow their passions and discover new skills and abilities. He has the honor of serving as the 911 Training Coordinator for the City of Roanoke. The department is dedicated to excellence, being both CALEA-accredited and having an APCO P33-certified training program.
Before his time at the City of Roanoke, Toby served the New River Valley Emergency Communications Regional Authority (NRV 911) as a Communications Officer. During this time, he took many opportunities to follow his passion and expand his knowledge by completing several courses on his own, including NENA's Center Manager Certification Program (CMCP), 911 Center Supervisor, and the Excellence in Dispatch Certification. These accomplishments prepared him to take the next step in his career and be selected as a Training Coordinator.
Beyond his service at the city, Toby is the Founder of The Tenacious Telecommunicator, an organization focused on training and recognizing public safety telecommunicators. This role has allowed him to develop and deliver nationwide training courses at public safety communications conferences.
Toby’s public safety experience extends beyond his time under the headset. He began his journey by volunteering with Christiansburg Rescue, where he later served as the Membership Lieutenant. In that role, he led a high-performing team tasked with overseeing new member orientation and probation clearance. The team experienced significant successes due to non-conventional recruitment efforts and an overhaul of the orientation process, resulting in a 14% increase in volunteer membership in just one year.
He has also served in various leadership positions for the Virginia Association of Volunteer Rescue Squads. Most notably, he served as the State Training Officer, managing and coordinating a statewide education program with 30 certification courses and over 100 volunteer instructors. His most significant contribution in this role was leading the program through the uncertainties of the COVID-19 pandemic and creating a training policy manual to enhance program effectiveness.
During his time as a Security Center Representative at the Virginia Tech Police Department, one of Toby’s highlights was being tasked by Chief Foust to assist his supervisor in redeveloping the employee training manual and materials for new employees.
Outside of public safety, Toby enjoys traveling, gardening, rollerblading, and time with friends.
STUDENT TESTIMONIALS
"Toby's class was so powerful and well put together, I really enjoyed it."
"Toby has such an encouraging energy about him. His passion and tenacity really shows."