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.

CCM graduation is held for each CCM class at the IAED’s annual Navigator Conference, held each spring. Graduates who can attend the ceremony will receive a complimentary conference registration.

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 and Jennifer Kirkland, ENP, CPE, RPL.

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

Online begins: August 5
Onsite classes: September 8-13 & October 27-November 1
Location: Little Rock, AR

Register Now!

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

Melissa Crivelli
Montgomery County Hospital District EMS, Conroe, Texas
“CCM was awesome. It was a lot about myself and learning when to take a step back, and how to look at the big picture both professionally and personally.”


Tracey Lendzion
Mobile Medical Response, Inc. Saginaw, Michigan
“Everyone who attends CCM takes back something different. No one goes in with the same strengths or looking for the same thing.


Michel Gravel
New Brunswick EMS Moncton, NB, Canada
“CCM was life-changing. I learned a lot and developed solid relationships with people I might never have known.”

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


Ambulance Service Manager & Communication Center Manager Programs


CCM Course – Early: $2,510* | Regular: $2,710
ACE Accredited Organization – Early: $2,385* | Regular: $2,575
ACE registrants receive a 5% discount off the cost of the course – subject to verification. Enter discount code ACE19 on the payment page.
*Must be paid in full by June 24 to receive early pricing.

Hotel Information
The CCM Program will be held at the Embassy Suites, 11301 Financial Centre Parkway,Little Rock, Arkansas, 72211, 501-312-9000. CCM room rate is $129 per night. Reservations for the first onsite week can be made online or by calling the hotel directly. Reservations for the second onsite week can be made online or by calling the hotel directly. Room block expires August 8 for week one and September 26 for week two. Discounted rate cannot be guaranteed after this date. The room block fills up quickly so please make your reservations asap.

Airport Transportation
The Bill & Hillary Clinton National Airport (LIT) is just 20 minutes to the hotel. Taxis and rental cars are available at the airport. A list of other transportation options can be found on their website.

Cancellation Policy
Cancellations subject to a $250 administrative fee and must be in writing to Fitch & Associates via fax (816/431.2653) or email ([email protected]) by June 24, 2019. Telephone cancellations will not be accepted. No refunds will be processed after this date. Registration fee may be applied one time to the next scheduled CCM program only and a $250 fee applies, otherwise, full registration fee is forfeited. Attendee substitutions will be allowed and may be made in writing to Fitch & Associates via fax or email.


The online learning platform is provided by our Education Partner