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Diversity, Equity and Inclusion in the ECC

Today’s emergency communication centers (ECCs) face many challenges in creating and maintaining high-performing workplaces.  On the inside, ECCs are managing rapid changes in the technology and staff they depend on.  Outside the ECC, centers are buffeted by challenging events and changing expectations in the communities they serve.  These dynamics add to the inherent stress caused by dealing with callers who are often facing life or death emergencies – stress that can result in negative workplace behavior and lead to employees feeling unaccepted, isolated and unappreciated.

In response to an APCO membership survey in late 2020, the association developed this course to address issues identified in the survey that affect diversity, equity, and inclusion (DEI) in the ECC. The survey explored many existing and emerging realities in the industry, including practices and policies, and revealed a need for more discussion, thought, and action on these issues.

APCO’s DEI course brings together members of the public safety communications industry to explore experiences and viewpoints to better understand how perceptions -- both individual and institutional – can affect how employees interact with each other in the workplace. The course will also explore interventions to counter biases, microaggressions, and other negative workplace behaviors.

It will focus on behaviors, not beliefs, to recognize actions that undermine colleagues and teamwork.  Based on discussions, case studies and readings we will seek best practices and next practices that will make agencies healthier and more inclusive organizations where everybody can work as their authentic selves, fully engaged, and contribute to fulfilling the agency’s mission.

This is a 2-day live course with limited enrollment. Interested individuals must complete the APCO DEI application to be considered for the class. Not everyone who applies will be accepted. There is no cost to apply.

Who should attend?

The course is especially relevant to ECC supervisors, managers, directors, communications training officers and training coordinators. However, it is open to anyone in public safety communications who is committed to fostering high-performing ECCs and building agencies that are inclusive of all who work there.

Topics include:

  • Diversity, inclusion and equity in the comm center: What does it look like?
  • Beliefs and behaviors we bring to work
  • Negative workplace behaviors
  • Readiness for positive change: personal and organizational

Session dates and locations

  • August 31 – September 1, 2021
    Georgia Public Safety Training Center
    1000 Indian Springs Drive, Forsyth, GA 31029
    The application period is now closed. For more information regarding this course, contact us at

CDEs Earned: 16

Prerequisites  None

Recertification Requirements   None


Options Term Tuition
Member & Non-Member
Live 2 days $549


Tuition includes a comprehensive course manual and all certification fees.
Tuition for live courses does not include travel, lodging, meals or other costs. Successful students will earn APCO Institute certification.