In this interactive workshop we will discuss how E-Comm 9-1-1 develops and grows their learning to match the changes in their workforce. We will discuss who makes up our workforce and how adults learn. We will then examine how E-Comm 9-1-1 has modernized their training programs to consider the various needs of adult learners, as well as balancing the needs of operations. We will walk you through our training modernization process - starting with how to conduct a needs analysis, define the problem and identify your objectives. We’ll then talk about implementation - developing a plan and piloting hybrid learning in an Emergency Communications environment. We will share our lessons learned and what’s coming next for the future of training in our field.