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 TBD
Onsite classes TBD
Location: TBD

Registration Opening Soon

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: $2,310* | Regular: $2,510
ACE Accredited Organization – Early: $2,195* | Regular: $2,385
ACE registrants receive a 5% discount off the cost of the course – subject to verification. Enter discount code ACE2018 on the payment page.
*Must be paid in full by June 4 to receive early pricing.

Location: Embassy Suites NW I-10, 7750 Briaridge, San Antonio, TX 78230 | 210-340-5421
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.)

Hotel Information
Each onsite week begins Sunday at 8:00 am and runs through Friday 3:00 pm. You will need to arrive on Saturday. The CCM Program will be held at the Embassy Suites in San Antonio, Texas. The discounted CCM room rate is $119 per night. Reservations for the first onsite week can be made online or by calling the hotel directly at 210-340-5421 and using group code “FA1” to receive the discounted rate. Reservations for the second onsite week can be made online or by calling the hotel directly at 210-340-5421 and using group code “FA2” to receive the discounted rate. Room block expires July 20 for week one and September 7 for week two. Discounted rate cannot be guaranteed after these dates.

Airport Transportation
The San Antonio International Airport (SAT) is just 5 miles from the hotel. The hotel provides a complimentary shuttle to/from the airport. To schedule a pick up, call the hotel (210-340-5421) at least a few days in advance to provide your name and flight details. A list of other transportation options can be found on the airport website.

Program tuition is $2,310. A late fee of $200 will be charged for registrations after June 18, 2018 (ACE registrants will receive a 5% discount off of the cost of the course – subject to verification). Tuition includes the live and online faculty sessions, materials, a work style profile and 360 survey and complimentary Navigator passport (valued at $450). Laptop with Wi-Fi, PDF reader, and Office Productivity Suite are highly suggested (not required) for the course. To ensure individual attention, the CCM Program is limited to 40 participants. For additional information contact Sharon Conroy, Fitch & Associates at (816) 431-2600 or [email protected]. Program reaches capacity quickly; secure your place today!

Cancellation Policy
Cancellations received prior to June 4, 2018 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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