Communication Center Manager (CCM) Program
Communication Center Manager Program
Participants come away with skills they can put to use immediately in the communication center. They also create a lifelong network of peers from organizations representing a diverse range of communication center models, including both small and large, urban and rural, and law enforcement, fire and EMS.
CCM FALL 2026
Early: $2,975* | Regular: $3,175
Begins: Sept. 8
Onsite Week 1: Oct. 18-23
Onsite Week 2: Dec. 6-11
*early registration must be paid in full by July 27
Learn More Below
The Curriculum
The Communication Center Manager program immerses participants in an engaging learning environment that covers management and leadership theory and the critical topics communication center managers need to know. Through case studies, participants not only learn about these issues but also get the chance to put their new skills to use. The course begins with students completing coursework and participating in discussions online in preparation for the in-person sessions. The attendees come together for six days of in-person, experiential learning, followed by several weeks of continued online discussions and group project work before the program culminates in another six-day in-person session.
In partnership with the International Academies of Emergency Dispatch
Topics
Fall Course Details
Each onsite week begins Sunday at 8:00 am and runs through Friday 2:00 pm (you will need to arrive on Saturday). Each day begins promptly at 8:00 am and concludes on each Friday at 2pm. Tuition includes both online and onsite sessions, materials, a work style profile and 360 survey. All sessions are required to successfully complete the course. Laptop with Wi-Fi, PDF reader, and Office Productivity Suite is recommended, but not required.
The CCM Program will be held at the Embassy Suites Brooks, 7610 S New Braunfels, San Antonio, TX 78235. The discounted room rate is $149 per night. Reservations can be made online here: WEEK 1 and WEEK 2. Room blocks expire September 29 for week 1 and November 5 for week 2. Discounted rate cannot be guaranteed after this date. You can also make your reservation by calling the hotel directly at 210-534-1000.
The Embassy Suites is just 16 miles from the San Antonio International Airport (SAT). The hotel does not provide a shuttle. Transportation options can be found on the hotel’s website. Class is scheduled to end at 2:00 p.m. on each Friday. In order to allow for travel time and recommended early airport arrival, do not schedule return flights earlier than 4:00 pm (4:30 pm if you will have a rental car). Participants will not be excused early or allowed to miss portions of the session due to preventable flight schedule conflicts.
All cancelations will be subject to a $100 administrative fee based on date of cancelation. Refunds will be processed less a 25% fee if cancelled before July 27, 2026; less a 50% fee between July 28, 2026 and August 10, 2026. No refunds will be processed after August 10, 2026. Cancelations must be in writing to Fitch & Associates via e-mail (asm@fitchassoc.com). Telephone cancellations will not be accepted. Attendee substitutions from the same agency will be accepted if requested via e-mail.
Testimonials
Completing the Communications Center Manager program has strengthened my confidence to lead with purpose, provided me with a deeper understanding of the theory behind essential practices, and created a supportive community that fosters growth in our field. This experience has not only expanded my leadership skills but has also connected me with peers from around the world who will continue to inspire and challenge me throughout my career.
To grow and develop as a human being, you must surround yourself with smart, experienced, and well-rounded people who can help bring out your best self so that you can, in turn, shine brightly for others. This is exactly what CCM did for me. I knew CCM would be a once-in-a-lifetime opportunity to push myself out of my comfort zone and to learn and grow from others.
[CCM] is the most important class I have taken in my 911 career to date! From Human Resources to budgeting, I.T. to staffing, training and retention to dealing with challenging disciplinary issues in today’s workforce, this class is your one-stop shop to learn everything there is to know to effectively manage a communications center
CCM Leadership Award Recipients
Faculty
Participants in the Communication Center Manager program are led by Fitch & Associates team members Anthony Minge, EdD, Hannah Fitch, M. Div. and Jennifer Kirkland. Additional faculty with extensive experience supplement the course and ensure that participants learn the critical issues faced by today’s communication center leaders.
Ambulance Service Manager &
Communication Center Manager Programs
Articles
Non-profit EMS: Myths and truths
Strategies for overcoming the unique challenges of leading a non-profit EMS organization By Roxanne Peek, [...]
Successful and sustainable EMS mentoring programs
By Jay Fitch, PhD, Fitch & Associates Published by EMS1 Mentoring has been around for [...]
FBI, DHS, HHS warn of credible and imminent cyber threat to healthcare
By John Yeast & Anthony W. Minge, EdD Fitch & Associates The Cybersecurity and Infrastructure [...]
Fitch Insights & Perspective
Growing into the Future
For more than a decade we’ve worked to expand the firm’s capabilities for our clients, both old and new. We’ve [...]
Fitch Insights: PTSD-We Have Enormous Work to Do
"We all have to come to a place where we’re looking at what’s driving crisis among our responders." As EMS [...]
Fitch Insights – Dr. Brad Lee
Dr. Brad Lee, MD, JD, MBA, shares how early collaboration and partnership were the keys to success in a groundbreaking project, and [...]
Reports
2024 EMS Trend Report
EMS Trend Report: What paramedics want in 2024 is the latest iteration of the EMS Trend Report, produced through a [...]
2020 EMS Trend Report
This will be a defining year for EMS, shaped by new care delivery options, legislative mandates and the public spotlight. [...]
2019 EMS Trend Report: The Forces Shaping the Future of EMS
How will EMS advance at its current pace of change?
