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9/22/2014 » 9/26/2014
Center Manager Certification Program - Connecticut

9/28/2014 » 10/1/2014
Tennessee NENA Conference

10/5/2014 » 10/8/2014
NENA Development Conference 2014 & Critical Issues Forum


NENA 2013 Education & Training Sessions
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Education takes center stage at NENA 2013, with a slate of breakout sessions featuring respected national leaders in the public safety, technology, and policy arenas. Each day of the conference brings attendees together with experts to learn about and discuss the large-scale issues affecting emergency communications.
 
Dozens of education and training sessions explore these critical 9-1-1 and public safety topics and provide attendees with the knowledge necessary to navigate today’s challenges while planning for tomorrow. Read on for full breakout details...



Monday, 06.17


1:30PM – 2:30PM

Applications & Emerging Technologies
How Smartphone Apps Are Changing Public Safety
You may think that a citizen sending data or live video to a PSAP or law enforcement is a thing of the future, but it’s here right now! Attend this session to hear about how apps are allowing citizens to provide information that enables smarter response and allows for multimedia interactions with responders in real-time.

Funding & Regulation
Resources for Every 9-1-1 System
The National 9-1-1 Office offers valuable tools for the 9-1-1 community. In addition to administering a grant program, the 9-1-1 Office is engaged in numerous activities to improve 9-1-1 service nationwide and accelerate NG9-1-1 implementations. Attend this session to learn about outreach tools for engaging law enforcement, guidelines for NG9-1-1 legislative language, and other projects sponsored by the National 9-1-1 Program.

GIS
Next Generation 9-1-1 GIS: Getting Started
With the advent of NG9-1-1 call routing and location technologies dependent on local GIS data, even more responsibility for timely and accurate spatial data will fall upon local governments. This interactive session and case study examines the processes and local accountability that will be required in the future and participants will discuss developing methodologies and processes for reporting and improving the accuracy of the GIS data, street centerline, and MSAG synchronicity.

Leadership & Management
Dealing with Change in the Communications Center
In the constantly evolving public safety landscape, we need to learn how to better manage change within our organizations and understand how it affects us personally and professionally. Each of us play a role in how successful we are in adapting to that change whether it is technological, cultural, or administrative in nature. Come to this discussion and learn what you can do to prepare yourself and your staff for the road ahead.

NG9-1-1 & Emergency Services
Operational Continuity When All Else Fails
Readiness lies at the heart of public safety. This session discusses key factors to consider when preparing for times when systems are compromised or over-taxed, and emergency communications imperiled. Attendees will learn how a viable plan can provide for operational continuity in the event of natural or man-made disasters or other emergency incidents.

NG9-1-1 Basics
A Beginner’s Guide to the ABC’s of NG9-1-1
This session will help decode the alphabet soup of Next Generation 9-1-1 and build the foundation for an understanding of NG9-1-1 systems and processes for non-technical users. Through defining the basic components and functionality of NG9-1-1 systems, attendees will be able to better navigate through the acronyms of the next generation and make some sense of it all.

Personal & Professional Development
NENA’s Education & Certification Programs
Through the Emergency Number Professional (ENP) Certification, in-person and online courses and webinars, and the Center Manager Certification Program (CMCP), NENA provides public safety practitioners with unparalleled opportunities for professional development. Come to this session to hear from NENA staff and committee members about how you can get the most out of the educational opportunities offered by NENA.

Public Education & Outreach
Educating the Public About Text-to-9-1-1
When developing a public education program, you must first determine your target audience. That has never been as important as it is with the arrival of text-to-9-1-1. A 9-1-1 educator needs to be sure to consider who most needs to know about texting and what the critical messages are. This session will deliver take-home ideas for what a 9-1-1 agency should consider when developing a text-to-9-1-1 public education program.

Telecommunicator Issues
Newbies 101: The Evolution of 9-1-1 for Industry Newcomers
The good old days were good… if you like party lines, bulky mainframes, and pre-sticky notes passed around the PSAP. Advanced telephony and IP-based communications offer considerable opportunity to improve 9-1-1 service. Attendees will learn the history of 9-1-1, how technology has evolved and where we’re going, and the words behind many common acronyms.

Text Messaging
Text-to-9-1-1 on the Fast Track: What You Need to Know
Get ready! Text-to-9-1-1 is no longer just for early adopters. It’s going mainstream. A December 2012 FCC announcement has put text-to-9-1-1 services on a fast track to nationwide availability by mid-2014. This session examines the realities of texting to 9-1-1, how Next Generation 9-1-1 plays a role, how texting to 9-1-1 will impact PSAPs, and in particular, how call takers will interact with texters requesting service.

 

2:45PM – 3:45PM

Applications & Emerging Technologies
Indoor Location Accuracy
With location accuracy requirements evolving, the next frontier is indoor location and the Z-axis. Attend this session to hear from FCC and industry leaders about current location accuracy initiatives and technologies, as well as what they mean for 9-1-1 and your PSAP.

Funding & Regulation
PSAP Consolidation: Policy, Governance, & Funding
Consolidation is nothing new; it’s been a trend for years. However, we need to examine the issues surrounding consolidation through the prism of today’s funding and governance environment. This session discusses the pros and cons of consolidation, with a specific focus on how policy, governance, and funding play a major role in driving PSAPs to consolidate.

GIS
Lessons Learned: Statewide Initiatives to Prepare GIS for NG9-1-1
This session examines two states, Michigan and North Dakota, that have taken significant steps to prepare their GIS data for NG9-1-1 systems. This presentation provides an overview of each project, including: the development of GIS data, improvements to GIS road centerline accuracy, project obstacles, community outreach initiatives, data sharing agreements, and GIS repository functions.

Leadership & Management
A Facilitator’s Guide to Meetings
This presentation provides numerous tips and techniques for facilitating meetings and ensuring that your group’s goals and objectives are met (and participants remain awake and engaged). Participants will leave with a diagnostic tool for determining what causes meeting issues and how to address and resolve problems before they arise.

NG9-1-1 & Emergency Services
Bridging Silos in Your Public Safety Neighborhood
NG9-1-1 is regional in design and holistic in its approach to improving public safety. Panelists will share real-world insights on how they have approached NG9-1-1 implementation challenges and torn down the silos within their agencies and municipalities. Discussion will include topics such as interoperability challenges, mutual aid plans, legislative issues, and funding.

NG9-1-1 Basics
Databases in NG9-1-1: An Overview
NG9-1-1 involves multiple systems that are controlled by software and databases. The databases and their inclusive content, when properly maintained, will allow agencies to intelligently manage, control, and provide multiple sources of data and information to PSAPs and first responders. This high-level overview of NG9-1-1 systems, software, databases, and the data contained in these databases introduces non-technical managers and administrators to the basics.

Personal & Professional Development
Caught in the Middle
The heart of management in public safety communications rests on the shoulders of the "middle managers”. This session provides tips for success for supervisors and managers who are caught in the middle. Real-world examples and techniques will assist middle managers in communicating messages up and down, developing leadership, and avoiding the land mines inherent in middle management roles.

Public Education & Outreach
Making a Big Impact with a Small Budget
How do you effectively reach your community with important readiness or educational messages with little to no budget? This session focuses on ways to use grants, PR, social media, community partnerships, advocacy groups, and others low-to-no-cost channels of getting your message to the community. Participants will discuss strategies and real-life case studies to help you maximize your campaign’s reach and response.

Telecommunicator Issues
Uncommon Incidents: What to Know About New & Unusual Calls
Chemical suicide, swatting, bath salts, and more – what are these incident trends all about and what do 9-1-1 personnel need to know? If you don’t ask the right questions or aren’t adequately informed, your responder or 9-1-1 system could be in danger. Attend this session to gain the knowledge and resources you need to plan and prepare for these new and unusual calls.

Text Messaging
Text-to-9-1-1: The Deployment Journey
Text-to-9-1-1 is undoubtedly part of the future of emergency communications. What options do wireless carriers have for compliance with FCC rules? What do these same rules mean for PSAPs in terms of a timeline for community roll out? This session addresses these questions, discusses ways to navigate the operational challenges of text-to-9-1-1 deployment, and provides functional clarity within each stage of possible deployment options.

 

4:00PM – 5:00PM

Applications & Emerging Technologies
Addressing the Last Mile Problem: Communication with Off-Network Responders
This session demonstrates how public safety mobile applications can help vastly reduce response times, increase situational awareness, and enhance communications by identifying and locating the most relevant responders and necessary equipment for each incident. Case studies will be presented of some of the technologies that are optimizing response and helping PSAP managers and dispatchers improve outcomes.

Funding & Regulation
FCC 9-1-1 Update
In the past 12 months, the FCC has taken steps to address a number of critical 9-1-1 issues, including Next Generation 9-1-1 deployment, text-to-9-1-1, location accuracy, and more. Join Public Safety and Homeland Security Bureau staff for a discussion of current and future Commission actions and what they will mean for PSAPs nationwide.

GIS
Synchronizing Through GIS, MSAG, & ALI Data for NG9-1-1
Synchronization of GIS data with your MSAG and ALI is the first step in preparing for NG9-1-1 and meeting 9-1-1’s current needs. Cooperation between addressing authorities, GIS experts, and database management professionals is necessary for success. This session covers both the human and technology sides in this process and reviews several current standards necessary for successful data synchronization.

Leadership & Management
Quality Assurance: What Is It & What Can It Do to Improve PSAP Call Taking?
This session provides a brief history of Quality Assurance (QA) and examines how it fits in with what we are doing in our PSAPs to improve our standard of care and practice. Panelists will discuss developing and implementing a QA program and explain how participants can easily create scoring forms for use in their centers.

NG9-1-1 & Emergency Services
PS ALI: Today’s Challenge, Tomorrow’s Landscape, & the Path Forward
Sourcing the location of private-switch initiated 9-1-1 calls is becoming more complex as enterprises continue to roll out more sophisticated communications services. This session explores why locating PBX/MLTS 9-1-1 calls is a difficult problem, recent technical and legislative measures that attempt to address it, new technologies that help close this gap now, and how these solutions will evolve with the rollout of NG9-1-1.

NG9-1-1 Basics
Will NG9-1-1 Mean Data Overload?
PSAPs across the country are already leveraging additional data to improve emergency communications. What can we learn from those at the forefront of integrating additional data into the response process? This session explores how NG9-1-1 standards are evolving to incorporate new data in the PSAP and examines examples of how the data has impacted response.

Personal & Professional Development
Empowering Development for Public Safety Professionals
Many dispatchers and other 9-1-1 personnel are not aware of the immense opportunities for professional development. By highlighting the increasing trends of professionalism, specialization, change management, and organizational improvement that are a part of 9-1-1 today and tomorrow, this discussion will empower 9-1-1 personnel to see all that they can be and provide useful tips on how to make it happen.

Public Education & Outreach
NG9-1-1 Education for Decision Makers
We all know that NG9-1-1 is the future. Now how do you get the buy-in of local, county, state, and national decision makers? This session covers the NENA committee work being done to help you educate those that hold the purse strings and provides practical tips on how to convey key NG9-1-1 messages that all agents of change need to hear.

Telecommunicator Issues
Why Customer Service Matters in Public Safety
This session reviews the direct relationship between effectively maintaining the confidence of callers and delivering high-quality service. It explores proven techniques that telecommunicators can employ to improve the process of assisting callers and ensuring the safety of responders. Attendees will acquire strategies to "sell" the importance of providing 9-1-1 callers with good customer service, and will learn how to integrate this topic into training to curricula.

Text Messaging
Text-to-9-1-1: PSAP Impacts Case Study
This panel provides firsthand accounts and experiences with receiving text-based requests for service. Attendees will learn about real operational impacts from implementing text-to-9-1-1 service; outreach and public education recommendations; PSAP training recommendations; lessons learned; and preparing PSAP staff to accept text messages.


 
Tuesday, 06.18
 

9:45AM – 11:00AM

Accessibility
Bridging the Accessibility Gap in NG9-1-1: Media Communication Line Services
In NG9-1-1, individuals with disabilities will have a variety of communication methods and media available to them, including video, text, and voice. Attend this session to learn about Media Communication Line Services, which provide translation for callers and telecommunicators in multi-party calls to ensure that the affected parties can communicate without barriers, irrespective of their disabilities.

Data Management
Emergency Incident Data Exchange in NG9-1-1
Exchanging information is a critical capability of NG9-1-1. Session attendees will learn why information exchange is so critically important, what NENA and APCO are doing to standardize information exchanges, the current state of the standard development process and when it will become available for system developers, and the utility of the standard for exchanging other information such as CAD-to-CAD, CAD-to-RMS, and emergency notifications.

GIS
Making GIS Useful to Call Takers & Dispatchers
GIS data must provide information that improves how call takers and dispatchers do their jobs. This session focuses on how GIS data can be gathered, organized, and displayed the most efficiently. Attendees will learn what they should expect from their maps and how to ask the right questions if there are things they don’t understand or need changed.

Hot Topics
Public Safety Procurement: Get it Right the First Time
This session provides an overview of the procurement process from the initial idea creation through budgeting and contract negotiations. Attendees will gain insight into proper procurement strategies and techniques as outlined by successful public safety procurements across the country.

NG9-1-1 & the PSAP
A PSAP Guide to NG9-1-1
What does Next Generation 9-1-1 really mean, and how is it going to affect PSAP operations? This session describes the reasons for our migration to NG9-1-1 and provides a non-technical description of the service. The difference between traditional and NG call routing is explained, and an easy-to-understand version of the NENA i3 architecture is outlined.

NG9-1-1 Strategic Planning
From E9-1-1 to NG9-1-1: Taking the Worry Out of Your Migration
The session looks at the steps necessary to migrate to a fully managed, complete NG9-1-1 solution. Learn the inherent risks of implementation and deployment as you travel from legacy environment to future systems. Included is a discussion of critical success factors such as a reliable network; a fully integrated and secure delivery platform; the ability to support existing E9-1-1 functions; and emerging non-voice technology features.

Policy & Governance
Designing Relevant Funding Models
Despite dramatic changes in how people communicate, 9-1-1 funding models are largely the same as they were decades ago. Attendees will learn to think differently about how 9-1-1 is funded and consider options that are more in line with the current telecommunications landscape and discuss why the most popular funding models are inconsistent with many NG9-1-1 concepts and what could be done to fix the problems.

Preparedness & Contingency Planning
Cyber Risk Assessment & Cyber Roadmap
This session focuses on a recently completed Cyber Risk Assessment that analyzed nationally-significant threats, vulnerabilities, and consequences to Emergency Services Sector cyber infrastructure. Attend to learn strategies to manage cyber risks and how to prioritize protective measures and make informed decisions about investments and resources, including where to focus training, education, equipment, grant requests, and follow-on risk evaluations.

PSAP Consolidation
Creating an Information Sharing Hub: The Charleston County Consolidated 9-1-1 Center Experience
This presentation describes how the Charleston County Consolidated 9-1-1 Center partnered with the United States Coast Guard to develop a local, state, and federal information sharing hub utilizing grant funds to enhance technological capabilities. Attendees will be provided with ideas to develop their own information sharing plan, learn how to develop partnerships at the local/state/federal levels, and find out where to find grant funding available to attain their goals.

PSAP Training
The Call Taker’s Role in the Nationwide Suspicious Activity Reporting Initiative (NSI)
With more than 250,000 9-1-1 call takers receiving an estimated 240 million calls per year across the country, 9-1-1 professionals play an essential role in helping protect our country from terrorism. Attendees will learn about the recently developed NSI Public Safety Telecommunications Training that assists call takers in identifying behaviors associated with pre-incident terrorism activities, and increases their knowledge and understanding of how and where to report suspicious activity.

Stress & Morale
The Importance of Movement
No one wants to be stressed out, overweight, or negative. However, more than half of our profession hit all three of these descriptors! It's time to talk candidly about how we got here and to come up with solutions for getting ourselves out of the rut. Walk away with a plan to improve your health and wellbeing by setting easy to attain everyday goals.

1:30PM – 2:30PM

Accessibility
Current 9-1-1 & Alerting Trends for People with Disabilities
Current data indicates new trends in how people with disabilities receive public alerts and their preferences and practices for contacting emergency services. This presentation discusses research findings and recommendations on how public alerts and NG9-1-1 can be more inclusive of people with disabilities. The discussion will interest emergency management professionals, policymakers, and others working to improve emergency response.

Data Management
NG9-1-1 Additional Data from MLTS & PBX Networks
Corporate enterprise networks have large amounts of data about the users on their networks. This session covers the types of information that will be available, and how public safety agencies and first responders will be able to use this data to provide a targeted response with the appropriate resources. Participants will also discuss the various mechanisms corporations use to connect remote workers and how to recognize problems.

GIS
10 Ways to Improve Public Safety Using GIS
This session gives public safety administrators and GIS Coordinator 10 ways to maximize their investment in 9-1-1 and GIS to produce highly efficient and effective mapping tools that depend on accurate GIS data. Attendees will learn how GIS data is developed and used in applications such as crime/incident mapping, dispatch, fire and EMS incident mapping, address management, and more.

Hot Topics
Connecting Across Borders
The emergency communications landscape is changing across the world and Next Generation services and networks provide opportunities for greater connectivity across borders. This session offers participants an inside view of emergency communication strategies in various countries.

NG9-1-1 & the PSAP
Integrating Additional Data into PSAP Call Handling Operations
Additional data, such as advanced automatic crash notifications and personal medical histories, can improve call handling and decision making in a PSAP – but only if the information is presented logically and in way that allows telecommunicators to quickly turn the information into something actionable. The session provides insight into how to integrate additional data into PSAP operations during the transition to NG9-1-1.

NG9-1-1 Strategic Planning
A Hierarchical Approach to Preparing for NG9-1-1: Building the Foundation for Transition
Just as Maslow described a "hierarchy of needs" for human development, there is a similar structure for NG9-1-1 transition. While some people concentrate on the top of the pyramid, we will look at building the foundation that will support the end game. This session focuses on preparing your data (ALI, MSAG, and GIS) for the transition to their NG9-1-1 destinations.

Policy & Governance
Funding NG9-1-1 through Private Partnerships & Financing
The capital expense required to pay for the installation of statewide NG9-1-1 networks is substantial. However, piecemeal implementations will undoubtedly limit the effectiveness of the systems. Alternative funding methods can be found through private partnerships and financing. This presentation describes how these partnerships can be achieved and how the private financing associated with them works. The presentation also reviews related laws and regulations and more.

Preparedness & Contingency Planning
Securing National Special Security Events
Last year, the Republican National Convention drew nearly 20,000 people to Tampa, FL, putting a strain on public safety networks and creating security concerns. This session examines how 9-1-1 and local law enforcement communicated, collaborated, and operated. Attendees will learn about emergency communications options for large-scale public events and disasters and will analyze the impacts these events have on personnel roles and responsibilities.

PSAP Consolidation
PSAP Consolidation Cost Savings: Myth or Reality
This presentation identifies the elements of a consolidation effort and examines the potential benefits and risks inherent in these projects. It examines the issues impacting anticipated cost savings that may result from consolidation and addresses the factors and the processes that are needed to estimate the potential for savings. Lessons learned and key factors for conducting a consolidation project are provided.

PSAP Training
National Telecommunicator Training Requirements
In most states, you need a license to become a dog groomer but don’t need one to become a 9-1-1 call taker. Through case studies, this session examines the movement toward mandated statewide training standards. Also, participants will discuss the role of national organizations such as NENA and the National 9-1-1 Office in developing model recommendations and guidelines for training requirements.

Stress & Morale
Critical Incident Stress: Talk It Out or Act Out
Public safety communications is one of the most stressful jobs in the country and Critical Incident Stress (CIS) is a part of the job. This session focuses on what you can do to handle critical incidents, provides the most up-to-date information that individuals can use to process CIS, and informs on what supervisors can do to help employees who experience CIS.

4:00PM – 5:00PM

Accessibility
FCC Emergency Access Advisory Committee Update
Come to learn about recommendations made to the FCC from work group projects developed by the FCC Emergency Access Advisory Committee (EAAC) under the 21st Century Communications and Video Act. The EAAC developed proposed solutions and made recommendations to the FCC to improve access to 9-1-1 emergency services for callers with disabilities in the NG9-1-1 environment.

Data Management
NG9-1-1 Policy Routing: Programming Your Call Routing Choices

The NG9-1-1 Emergency Service Routing Proxy (ESRP) function forwards calls to the appropriate PSAP and modifies call routing as needed, such as for rollover, alternate PSAP, disaster routing, PSAP out of service, and call distribution for virtual PSAPs. This session explains how policy routing provides public safety the means to directly control how NG9-1-1 manages call delivery, and how its options and opportunities enhances immediate 9-1-1 call control.

GIS
Addressing Military Installations
Following the shooting at Fort Hood, a Department of Defense directive was issued requiring all military installations become E9-1-1 compliant by 2014. A project team was formed to conduct GIS data, MSAG, and ALI development at fifteen Marine Corps installations throughout the US. This presentation covers unique and challenging aspects to data development and applying an addressing scheme to an established military installation.

Hot Topics
Social Media in the 9-1-1 Center
Social media usage has exploded and its use can be both beneficial for the center, as well as a new challenge for PSAP managers as employees use social media in negative ways. This presentation talks about the pros and cons of social media and gives managers practical legal tips to avoid conflicts or disciplinary problems resulting from inappropriate use of social media by employees.

NG9-1-1 & the PSAP
NG9-1-1 Incident Handling & PSAP Operations
This discussion will focus on how NG9-1-1 is likely to impact the way PSAP floor personnel handle requests for service. Helping people in need will still be the job of 9-1-1 – you’ll just have more information to help you do it. This will not be a technical discussion, but a look ahead from the call taker and dispatcher's perspective, using real-world incidents as examples.

NG9-1-1 Strategic Planning
Designing PSAPs & Drafting RFPs in NG9-1-1
The planning and design of a new PSAP seriously impacts its functionality, and realizing the full potential of NG9-1-1 starts with the procurement process. Simply updating RFP language or using old designs can limit future capabilities. Attend to learn about avoiding common RFP and design pitfalls and how to get the most out of your new center, networks, and systems.

Policy & Governance
Planning, Design, Governance & Deployment of an Operational ESInet
This session provides insight into the planning, funding, sustainability, and governance of the complex Western Pennsylvania County Regional Emergency Services IP Network (ESInet) project that serves fourteen counties and more than three million people. By blending local, state and federal funding, the project demonstrates how several counties leveraged their assets to share systems, while reducing costs and improving interoperability.

Preparedness & Contingency Planning
PSAP Mutual Aid: The Telecommunicator Emergency Response Taskforce & Hurricane Isaac
In the wake of Hurricane Isaac, St. John the Baptist Parish in Louisiana requested assistance for their four-position PSAP. Six TERT telecommunicators and two TERT Team Leaders were deployed from Texas to assist the 9-1-1 center staff who had been working for more than 40 hours without relief. How was this deployment different? Join Texas and Louisiana representatives as they share the challenges and lessons learned from the deployment.

PSAP Consolidation
Virtual PSAP Consolidation: Brick & Mortar Not Required
Cloud computing technology, IP-based technologies, and controllers capable of hosting multiple 9-1-1 call centers offer the potential to consolidate several PSAPs without requiring them to be in the same building and without the loss of independent operation. Insightful, informative, and based on real-world examples, this session covers both the architecture of a virtual PSAP and the operational issues that virtual consolidation must overcome.

PSAP Training
How Training Will Change in an NG9-1-1 Environment
This session addresses our ever-changing world of telecommunicator training, and, in particular, what technologies are driving these changes. How do you provide Emergency Medical Dispatch instructions to a non-voice caller? How can our new technologies make training easier? This session addresses these and many other training challenges and concerns in our new PSAP environment.

Stress & Morale
Safeguarding the Well-Being of the 9-1-1 Professional: A New Stress Standard & Great Solutions
NENA has helped define the serious costs of stress for our telecommunicators and 9-1-1 centers. Now it is time to talk solutions! Join us in the groundbreaking session as we unveil the new NENA Standard on Acute/Traumatic and Chronic Stress Management. We’ll teach you how the standard can help you boost health, performance, and retention in your center through resilience training, trauma treatment, peer support, CISM, and more!



Wednesday, 06.19
 

10:45AM – 12:00PM

Analytics & "Big Data" for 9-1-1
The Critical Need for Public Safety Intelligence & Analytics
There are myriad data streams available in the public safety industry - Call Detail Records (CDR), CAD Information, Voice/Event Recorders, etc. This session explains how these and other data streams contain critical information that can identify industry health, forecast call handling trends, determine new technologies’ impact, support legislative and funding requests, and more. The benefits of developing a nationwide data model will also be discussed.

Hot Topics
Lessons Learned from the Sandy Hook Shooting
This presentation provides an overview of the events of 12/14/12 in Newtown, CT from the communications standpoint. Attendees will discuss and analyze the initial call intake, coordinate response efforts, media interactions, lessons learned, and more.

Interpersonal Issues
Healthy Teams
Learn what it takes for a group of dispatchers to overcome hurdles and build cohesion to achieve effective results as a healthy team. Discussion will focus on the concepts of "People Over Stuff” and "Five Dysfunctions of a Team” and how they can be applied to your own shift and make it THE shift employees want to work.

Leadership & Management
Leadership Under Fire, Hurricanes, & More: The Experiences of a Chief Dispatcher in America's Largest & Busiest Fire Department
Attendees of this presentation will share in the experiences, lessons, insights, and incidents faced by dispatchers in America's largest and busiest fire department. From methods to manage peak workload to insights in supervision and leadership; from facility and consolidation planning to working with troubled employees; Chief Dispatcher Christopher Carver will share the best (and some of the worst) of his twelve-plus years in the Big Apple.

NG9-1-1 Management
The Next Generation Public Safety Communications Ecosystem
Gone are the days of information silos. This session explains the ways in which state/national ESInets, NG9-1-1, LTE, P25, and converged voice/data/multimedia communications will function in unison and forever change public safety communications. Learn about the evolving ecosystem, its components, and how it completely overhauls the business model of the PSAP through true interoperability, situational awareness, and common operating picture.

Personal & Professional Development
Who Will Do My Job When I’m Gone? How to Start a Succession Plan
Just about everyone has thought about when and how they want to leave their job. But what happens then? It's time to start planning now to groom your replacement. This session will give you ideas about how to best ensure your agency moves forward seamlessly after you have left.

Telecommunicator Issues
Today It Was Our Town
In 2012, a tornado 27 miles wide struck Saline County, IL and killed 8 people. This presentation discusses how a small dispatch center worked to handle the overwhelming number of calls, the failure of the 9-1-1 network, the influx of volunteers, and the media. Learn about the procedures that were in place before and after the storm that helped mitigate its impact.

Text Messaging
To Accept or Not to Accept…That Is the Question
This presentation will help public safety agencies identify key questions to consider in determining whether to enable text-to-9-1-1 in their community. It will also provide an overview of current NENA committee work being done related to text-to-9-1-1 public education and dispatcher training, as well as the NENA checklist created for PSAP staff.

1:15PM – 2:30PM

Analytics & "Big Data" for 9-1-1

Managing the 800-Pound Gorilla in Your Center: Big Data in the PSAP
Big data and life-saving apps can now be introduced into the 9-1-1 operational environment without compromise. This session addresses ways to utilize CAD systems to effectively manage inbound data, including intrusion alarms and inbound i3 alerts. Learn how to optimize your system to accommodate all of these new types of data – text messages, pictures, video – in a safe, reliable, and available environment.

Hot Topics
There’s an App for That… Are You Sure?
Reaching out to 9-1-1 has become a no-brainer… or has it? It seems that every week a new "must-have” lifesaving app appears. How do these apps impact our PSAPs and what should we be telling the public about them? A panel of experts discuss the pros and cons of the apps that we in public safety communications need to deal with and what NENA is doing about them.

Interpersonal Issues
Crucial Conversations
One of the most difficult aspects of being a telecommunicator is communication! Whether you are a line level dispatcher or a supervisor, talking with your peers or partners can be a source of stress in many situations. By using tools presented in the book Crucial Conversations, you'll learn how to improve your communication style and foster a better working environment through honest dialogue.

Leadership & Management
What's the Connection Between Recruiting, Training, & Retaining Your Employees?
Recruiting, training, and retaining good employees can be challenging. Have you looked within your agency to assess policies and practices in these areas? This session explores some innovative, unique, and fun ways to recruit the right people, evaluate your training methods, and ensure you are able to hang on to those who you have invested so much time in.

NG9-1-1 Management
Next Generation 9-1-1: Do Not Forget the Importance of the User Experience
Unless managed properly, the barrage of new data coming into a 9-1-1 center could become a hindrance rather than an enhancement. The user experience (including the desktop) is the key to managing multimedia data, turning it into actionable information that actually benefits the incident response. This session explains why if the user interface isn’t effective, end users can’t benefit from the next generation network capabilities.

Personal & Professional Development
Director Secrets: Simple & Practical Advice for Career Advancement
Have you struggled with promotions or getting noticed at work? This session will help you to start planning your big move! Seasoned 9-1-1 professionals will walk you through the steps necessary to rise up through the ranks. Everything from preparing a resume to sitting for an interview is covered.

Telecommunicator Issues
The Dispatcher's Role in NIMS
Do you know the role you play as a public safety communications professional in using the National Incident Management System at your agency? Come learn what tools you have to facilitate use of NIMS, the responsibilities you have in getting an entire incident started on the right foot, and using NIMS to facilitate communication throughout an incident.

Text Messaging
What Does SMS Mean to a PSAP?
What are the biggest challenges that public safety institutions must look out for when rolling out SMS 9-1-1? Regardless of where you are in the text-to-9-1-1 deployment process, the lessons learned based on real experiences from early adopters are invaluable. This panel will share challenges to look out for and best practices, including testing options, deployment procedures, and more.

2:45PM – 4:00PM

Analytics & "Big Data" for 9-1-1
What Number Crunching Can Do for You!
The time has come for data-driven decision making. It’s all there for you; you just need to know how to find it and how to use it for your advantage! Everything from staffing, to consoles, to trunk utilization – even call processing times – are discoverable if you know where to look. This session discusses how some 9-1-1 jurisdictions are using data, and how actual hard, reliable figures can be used to improve PSAP performance.

Hot Topics
Leveraging 21st Century Technology in the PSAP
This session demonstrates ways you can take advantage of social media and put it to work in your center. It will also discuss some of the hazards common to introducing new technology into the PSAP. Attendees will learn how social media can provide efficiencies and improve communication, pitfalls to avoid, and ideas for protecting your center.

Interpersonal Issues
Laws, Ethics, & Codes of Conduct
While it is true that laws and ethics acts vary dramatically by state, overall the same rules and principles that provide the framework for employee behavior are fundamentally the same. Our panel of experts will discuss issues such as management/vendor relationships, nepotism, and abuse of office from a management/legal perspective followed by an open discussion with attendees.

Leadership & Management
Hire for Behaviors, Train for Skills
Hiring is perhaps the most important task that any manager faces. In this session, participants will see a unique new way to measure applicants and determine who has those innate or intangible elements that make a tremendous difference once new hires are on the job. Attendees will also receive a unique behavior based interview guide for dispatchers, as well as a performance evaluation based upon key on-the-job behaviors.

NG9-1-1 Management
Advanced Hosted PSAP Solutions
Keeping pace with the ever-changing technology landscape is a challenge for even the most experienced manager. Learn how NG9-1-1 will overhaul the complete business model of the PSAP, driven by a new breed of interoperable applications and comprehensive incident management capabilities, including virtualization, mobility, advanced hosted data services, and an interconnected ecosystem of i3 entities, leading to new opportunities and challenges.

Personal & Professional Development
Challenge Yourself to Be a Real 9-1-1 Leader
It's Your Ship, Fish Philosophy, and Leadership for Dummies are all leadership books. Which ones have you read and what did you implement? How can your center benefit from a real leader? Join us for a session full of great take-home-and-implement leadership tips.

Telecommunicator Issues
Caller Management: Tools for Success
If a telecommunicator does not know how to deal with a vast array of callers and situations, then they are seriously disadvantaged. This session examines real-life calls that tested the mettle of even experienced call takers. The latest caller management techniques are examined, and your take-aways from this session will be of significant value to you, especially when you get that "special” call!

Text Messaging
Managing Text & Multimedia in the PSAP
This presentation focuses on new workflows for accepting multichannel text messages and frameworks for managing pictures and video. This includes prioritizing and triaging information, routing policies, and data archival. Further, panelists will discuss integration with CPE platforms and where the industry standards are going for both interim and long-term solutions.

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