A solid training program (coupled with quality assurance) is essential to any well-tuned emergency communications center. It’s what sets telecommunicators up to succeed on the job. That’s why, each year, NICE bestows a PSAPs’ Finest Trainer of the Year award on a deserving individual.
This year, two remarkable individuals shared that honor, including Cobb County’s Leighann Schultz. Leighann Schultz has been employed with the Cobb County Department of Emergency Communications for about six years. She was selected to the position of Quality Assurance Evaluator in May 2022 and has been in her role as Training & QA Coordinator since October 2022. When Leighann joined the Training/QA Division, she brought with her passion, heart, and an eagerness to revamp how quality assurance was perceived in the department.
Leighann has made QA human and personable again. She created in-services to explain the processes of QA to personnel and she took time to reintroduce the functions of QA and why it mattered. She worked tirelessly to make the partnership between Training and QA that much more seamless and people-oriented so together, they could serve the needs of personnel.
When Leighann recognized the need for a place of relaxation and mental balance for employees to be able to "get away" from the stress of the job, she inspired the creation of the G.R.O.W. garden which has become a sanctuary. It is a place of rejuvenation for frontline staff to enjoy the natural sunlight and decompress from a bad call while surrounded by Japanese Maple trees, a rock garden, water fountains, flowers, and a hammock. Leighann has implemented an open door policy when it comes to QA. She also stays late at least three times a week to ensure that frontline staff on evening shifts have access to her for questions or guidance.
Before Leighann came into the position, QA was a very dark, dreadful, and mysterious process, and most Individual Performance Reviews felt like trips to the principal's office. Since her selection to the Training/QA Division, employees now look forward to their Individual Performance Reviews and are always seeking to expand their knowledge of protocols. Her goal is to keep QA people-friendly and to engage personnel so they want to understand why it works and how it works to everyone’s benefit.
Recently I had an opportunity to talk to Leighann about what she loves most about her work and what being recognized as a co-recipient of the PSAPs’ Finest Trainer of the Year award has meant to her.
What attracted you to a career in public safety communications?
Leighann: My parents worked in public service, and while I didn't grow up wanting to be a 911 operator, I've always known how important it was to serve the people around us. Once I began my career, I fell in love with the comm center atmosphere and made the best friends!
What is your most memorable career experience?
Leighann: My most memorable moment was when my first trainee, Evelyn, became a CTO. It is so exciting to watch someone grow and develop professionally.
What do you most love about what you do?
Leighann: What I love most is seeing the “Ah-ha!” moments when the training and the doing come together and everything clicks for the employee. This isn't just with new employees or trainees. Experienced employees can (and should) have these moments too!
What advice would you have for others thinking about a similar career path?
Leighann: Find your passion and follow it! Whether your heart is in connecting with the community, training the next generation of emergency telecommunicators, or programming CAD systems, this profession needs people who LOVE what they do.
What does it mean to be recognized with a PSAP’s Finest Award?
Leighann: Being honored with a PSAP's Finest Award is incredibly humbling and the recognition truly belongs to the Cobb County 911 Training Unit - we work, grow, and succeed as a team, and any awards I have earned are because of their constant support.
About the PSAPs’ Finest Awards
Know someone you’d like to nominate for a PSAPs’ Finest award? Nominations for the 2024 PSAPs’ Finest Awards are open now! Winners are recognized in nine categories: Director, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator, PSAP of the Year, Above & Beyond and Lifetime Achievement.
The PSAPs’ Finest awards is an annual recognition program for emergency communications (ECC) professionals. Since its inception, NICE’s PSAPs’ Finest Awards have recognized hundreds of dedicated emergency communications professionals. The program is open to all PSAPs, whether or not they are customers of NICE. An independent judging panel reviews and rates each nomination based on the individual’s or team’s contributions to their agencies and communities.
Questions regarding the PSAPs' Finest Awards can be directed to PSInfo@NICE.com.