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12/5/2016 » 12/9/2016
Center Manager Certification Program - Natick, MA

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1/27/2017
Tactical Dispatch for the Telecommunicator - Allentown, PA


NENA 2013 Pre-Conference Courses
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NENA 2013 features nine one-day and two-day Pre-Conference Courses designed for 9-1-1 professionals looking to hone their skills in specific areas. These classes are a great way to kick off your conference experience, gain valuable insights into the latest trends and topics in emergency communications, and earn points towards ENP Certification and Re-Certification.

Two-Day Courses - Saturday, June 15 & Sunday, June 16 | 8:30AM – 4:30PM

One-Day Courses - Saturday, June 15 | 8:30AM – 4:30PM

One-Day Courses - Sunday, June 16 | 8:30AM – 4:30PM


#SOP SOS

During this two-day course, lecture will be combined with personal and small and large group work as we examine the difference between policies, procedures, and guidelines while reviewing accreditation, standards, and best practices that drive your particular agency’s needs. Students will learn the processes involved in developing and maintaining SOPs, and how to effectively organize them to assist staff. There will be opportunities to develop and critique SOPs. As a group, we’ll discuss what Next Generation 9-1-1 will mean to the communications center and begin to identify the SOPs that you may need as the amount of sensitive and often confidential information received in the center increases. Students are encouraged to bring policies that they’d like to review or ones that they’d like to develop.

#Caught in the Middle: A Guide to Middle Management
The heart of management in public safety communications rests on the shoulders of the "middle managers”.  This course provides strategies for success for supervisors and managers who are caught in the middle. Real world examples and techniques will be utilized to assist middle managers in understanding the best ways to communicate messages up and down, developing leadership qualities in themselves and mentoring subordinates, and avoiding the land mines that can impact both PSAP operations and career advancement.

#Communications Center Staffing Workshop
Determining appropriate staffing levels for a PSAP can be difficult. Even more challenging than that can be the task of justifying your findings before a personnel or budgeting authority. Without a detailed, formalized system in place that takes into account call volume and other PSAP-specific data, it is almost impossible to calculate your staffing needs. This hands-on workshop instructs you on the use of the NENA Communications Center Staffing Tool, first using sample data and then using your PSAP’s actual data. You will go home with a better understanding of your center’s staffing needs at a high-level and with the tools necessary to ensure your center is adequately staffed at all times.

#Quality Assurance Beyond Call Taking: Applying QA Principles to Dispatch

To date, quality assurance has largely been considered part of the call taking process. So what about dispatch or any processes beyond call taking? This class closes the loop on PSAP best practices by applying QA strategies and principles to the dispatch parts of a call. NENA’s hands-on approach gets attendees completely engaged in the methods and practices intended to create agency policies and a dispatch QA template. Utilizing sample recordings and CAD printouts, participants will examine the QA review process, measurement and evaluation tools, supervisor-to-telecommunicator feedback scenarios, and related legal issues

#9‐1‐1 Center Consolidation
This course helps attendees understand the often difficult and demanding process of consolidating multiple PSAPs into a single, unified communications center. Written based on the experiences of private sector professionals and 9-1-1 center managers who have overseen consolidation projects, the class emphasizes the steps necessary to overcoming the issues that are common to most consolidation efforts. Topics of discussion include the reasons for consolidation, assessing existing conditions, determining a consolidated center’s needs, the goals of consolidation, and project planning.

#Supervisory Development: A Guide to Moving Ahead in Your Career

It is a common misconception that in order to be a good manager you need only operational and supervisory experience. While these are assets, there is a great deal more involved in running a PSAP. Public safety communications is a career, and we need new leaders and supervisors in our field. This course helps motivated telecommunicators and first line supervisors understand what opportunities are available to them, and what they should do to prepare themselves for promotional opportunities. Based on the experiences of those who have risen through the ranks, attendees will hear about such diverse and critical topics as management styles, elements necessary for successful PSAP management, and planning and goal setting.

#Liability in the 9‐1‐1 Center
This course provides practical suggestions on limiting PSAP personnel and 9-1-1 center liability. Lessons learned from court cases are used to provide examples of procedural violations that formed the basis of lawsuits against PSAPs. The hiring and management of personnel and dispatch center operations are examined from the standpoint of compliance with federal and state laws that regulate these areas. Finally, the concept of privacy in the dispatch center will be evaluated from a constitutional perspective and in light of the many rules governing the confidentiality of medical information.

#Transition to Next Generation 9-1-1
Between budget considerations, technical planning, operational planning, and governance issues, there is great deal to accomplish before an NG9-1-1 system can be fully implemented. But what is your transition plan? Is there an order to move in or a checklist to make sure you do everything that needs to be done? Come to this class and learn transition strategies for planning your migration to Next Generation 9-1-1. Whether you are going the baby-steps route or looking to do it all at once, we will talk you through the creation of a master plan for this major change that is occurring in our industry.

#Troubleshooting Technology: A Telecommunicators Guide to Communicating with IT
When it comes to glitches with technology, many telecommunicators have the mistaken belief that disaster is imminent. While CAD may actually be crashing, it is more likely a problem with a position rather than the system as a whole. This class helps line staff understand the tools they use and allows them to recognize the difference between an acorn dropping on their head and a falling sky. Technology and functionality will be covered at a very basic level. Attendees will leave with an understanding of how to effectively communicate problems they may be experiencing in order to gain the most expeditious and effective resolution.

(c) 2013-14 NENA - National Emergency Number Association, Alexandria, VA
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