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Communications Center Management

Can You Really Change a 30-Year-Old Culture?

Monday, August 5, 2024

3:30 PM – 4:30 PM

Location: Orange County Convention Center, W304 E-H

CEU: 1

Main Presenter(s)

Kimberly A. Miller, Ph.D. and 20+ years in public safety

Licensed Police & Public Safety Psychologist
Kimberly A. Miller & Associates, LLC
Timnath, Colorado

Slides Handouts

Co-Presenter(s)

Vivian C. Gonzalez, BA, POST Certified Academy Intermediate Instructor

Communication Center Assistant Manager
San Jose Police Department
Jennifer Hern, CMCP

Police Communications Manager
San Jose Police Department
San Jose , California

This workshop will take you through the steps the San Jose Police Department Communication Center took to make cultural change a reality. We will discuss the value of using a consultant, how to break through old mindsets, determine who to onboard first, how to make accountability a reality that is embraced, and why the little things are really big things. Additionally, we will lay out the steps for success and show how we overcame “impossible” challenges, made positive behaviors contagious, ensured the changes stuck and persevered through it all. If you are seeking true culture change, this is the class for you.

Learning Objectives:

1. Describe the cultural problems your center currently has and explain the reasons past change hasn’t work.
2. Detail the specific approach you will take to begin the process of change in your organization, including who you will onboard first, what problem will you tackle and how you will measure success.
3. Explain how you will overcome challenges, manage resistance, and stay resilient for the long haul.