Communication Center Manager (CCM) Program

In partnership with the International Academies of Emergency Dispatch
The Communication Center Manager program provides a comprehensive foundation of management and leadership practices tailored to today’s communication center leaders. Experienced faculty and motivated participants come together for two dynamic weeks of education and training, with additional online coursework. 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.

The National Emergency Number Association recognizes the Communication Center Manager Program for credit toward the recertification of the Emergency Number Professional certificate.

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.

Some of the areas covered in the course include:

  • Human resources
  • Finance and budgeting
  • Customer and media relations
  • Managing technology
  • Operations
  • And much, much more.

Tuition Support 

Participants from the State of Massachusetts may be eligible for grant funding to the CCM program. Check with your state’s 911 program about funding availability in your state.

The Faculty 

Participants in the Communication Center Manager program have the opportunity to learn from experts in the art and science of management and leadership, including guests from the International Academies of Dispatch. The core faculty for the course includes Jay Fitch, PhD, Anthony Minge, EdD, David E. Nelson, DMin, Hannah Fitch and Jennifer Kirkland, ENP, CPE, RPL.

Questions? Contact Sharon Conroy ([email protected]) with Fitch & Associates at 816-431-2600.

Online begins: Sep. 13, 2021
Onsite: Oct. 17-22 & Dec. 5-10, 2021
Jacksonville, FL


If you prefer to complete and return a
hard copy registration form, download it here.

Douglas M. Bentley Jr, MS, CPE, ENP, Major/Deputy Director E-911
DeKalb County GA E-911 Communications, Tucker GA
CCM Fall 2019 Graduate
“The Communication Center Manager Course (CCM) is simply the best personal and professional experience of my life. From day one CCM challenges you to look deeply into yourself and confront all that you are. CCM arms you with the skills and network of industry leading professionals to learn about yourself in a way that touches your heart. CCM pushes you in ways to be a better human being, never be a bystander and to live fully by learning as much as you can every day.”

Stephen Johnson
Town of Stratford, Connecticut, Stratford, CT
CCM Fall 2018 Graduate
“The Communications Center Manager program presents a fantastic opportunity for leaders to develop their personal and professional skills. Completing the CCM course is one of my proudest professional accomplishments and I am grateful to have built such wonderful friendships with like-minded professionals from throughout the continent.”

Thomas Darst, BS, EMT, ED-Q
Montgomery County Hospital District, Conroe, TX
CCM Fall 2017 Graduate
“The CCM course provided me with many tools to improve and expand on my leadership skills. The sessions were terrific and the networking opportunities were wonderful! There is a worldwide network of communications center leaders and CCM brought us together so we could share our knowledge and experiences on a global scale.”

Joe Coons
Lifelfight Eagle, Director of Safety, Kansas City, MO
CCM Spring 2018 Graduate
“CCM not only provides top notch education, you build a support network with your classmates from across the nation that is invaluable.”

CCM participants and faculty discuss valuable lessons learned through the Communication Center Manager Program.

Ambulance Service Manager & Communication Center Manager Programs

Fall 2019: Douglas Bentley, Jr
Fall 2018: Stephen Johnson
Spring 2018: Joe Coons
Fall 2017: Thomas Darst
Spring 2017: Amanda Tudor
2016: Chris Campbell
2015: Teri Best
2014: Christine Bannister
2013: Tracy Ertle
2012: Gary Bell
2011: Monica Million
2010: Trish Maher
2009: Sherry Stigler
2008: Jaci Fox
2007/2008: David Connolly
2006/2007: Ronda Grant
2005/2006: Margot Bergstrom
2004/2005: Michael Nelson
2003/2004: Tom Somers


CCM Course – Early: $2,510* | Regular: $2,710
*Must be paid in full by August 2, 2021.

Location: Embassy Suites, 9300 Baymeadows Road, Jacksonville, Florida 32256 | 904-731-3555

Both online and onsite sessions required to successfully complete the course. (Laptop with Wi-Fi, PDF reader, and Office Productivity Suite is highly suggested but not required.)

Program Information
Each onsite week begins Sunday at 8:00 am and runs through Friday 3:00 pm (you will need to arrive on Saturday). Each day begins promptly at 8:00 am. View a draft or syllabus.

Registration Information
Tuition includes the live and online faculty sessions, materials, a work style profile and 360 survey. Laptop with Wi-Fi, PDF Reader, and Office Productivity Suite is highly recommended (not required) for the course. Each onsite class begins at 8:00 am on Sunday and concludes at 3:00 pm on Friday.

Hotel Information
The CCM Program will be held at the Embassy Suites, 9300 Baymeadows Road, Jacksonville, Florida 32256. The discounted room rate is $125 per night. Reservations can be made online for Week 1 and Week 2. Room blocks expire September 25 for week one and November 13 for week two. Discounted rate cannot be guaranteed after this date. You can also make your reservation by calling the hotel directly at 904-731-3555.

Airport Transportation
The Jacksonville International Airport (JAX) is about 30 minutes from the hotel. Taxis and rental cars are available at the airport. A list of other transportation options can be found on their website.

Class is scheduled to end at 3:00 p.m. on each Friday. In order to allow for travel time and recommended early airport arrival, do not schedule return flights earlier than 5:00 pm (5:30 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.

Cancellation Policy
Cancellations received prior to August 2, 2021 are subject to a $250 service charge. Cancellations received thereafter and “no shows” are subject to the full conference registration fee. The registration fee may be applied one-time to the next scheduled CCM program and a $250 fee applies; otherwise, the full registration fee is forfeited. Cancellations must be in writing to: Fitch & Associates by fax (816.431.2653) or by email ([email protected]).

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