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Calendar

9/26/2016 » 9/30/2016
Center Manager Certification Program - Cookeville, TN

9/29/2016
IL - Quality Assurance: Achieving QA/QI in the PSAP

10/1/2016 » 10/15/2016
ENP Exam - Fall 2016

10/3/2016 » 10/7/2016
Center Manager Certification Program - Cary, NC

10/5/2016
#WebinarWednesday - Keep Your Center Out of the Headlines!


NENA 2014 Education & Training Sessions
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Education takes center stage at NENA 2014, with 90+ hours of Education & Training 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. Be sure to check back often for updates and additions to the program.

If you are attending NENA 2014, please refer to your Conference Program Guide or the NENA 2014 mobile app for the latest session information. Some sessions have changed since the below was posted.



Monday, June 16

1:30PM – 2:30PM

Applications & Emerging Technologies
How Data Drives Emergency Response Process Improvement
Data is a key driver of the response process. Whether verbal cues from a call, additional data from a sensor device, or streaming video, data helps us determine who to send where. We’ll explore various forms of data being delivered to the PSAP, how it is changing the definition of a call for service, how it can transform a response, and the impact on operational procedures.

Call Taking & Processing
When 9-1-1 Calls Go Bad: Lessons Learned

Through the use of video and audio from actual 9-1-1 calls, attendees will be presented with fact patterns that form the basis for lawsuits against 9-1-1 centers. The session will identify the most frequent sources of error that lead to liability and poor telecommunicator performance.

Fire Leader
Fire Ground Communications for Structure Fires (Part I)
Problems on the ground are often blamed on communications, yet success is centered on great communications. Effective incident communications connects the three management levels of the organization: strategic, tactical, & task. We will dissect the six types of incident communications, streamline communications, and make emergency scene workers safer and more effective.

GIS
Lessons Learned During the GIS Build-Out for the State of TN

This session examines obstacles overcome and lessons learned during the development and aggregation of the GIS data for use in the State of TN Next Generation 9-1-1 system. The presentation explains how the project was set up and implemented, as well as provides guidance on how a similar project could be developed by other states looking to have a statewide GIS system.

Law Enforcement Leader
EPD Protocol: What is It? How Can It Make My Job Better & Easier?
"I’ve been doing this job for so long, I just know what has to happen for every call.” Really? Then why do we have protocols for almost everything else in public safety? In fact, there’s a whole lot to this EPD thing. This session delves into the pros and cons of EPD protocol and examines the ways it can help you do your job better, and even make easier.

Leadership & Management
Seven Things that Every Successful PSAP Must Have
How does your department spell success? This session examines seven essential characteristics of the PSAP that is truly on the journey of excellence in care and service. Yes, the agency is the focus, but the people make it happen.

NG9-1-1 Basics
9-1-1 in an IP-World
It's time we stop trying to solve NG9-1-1 challenges in telephony terms. This presentation presents some out-of-the-box thoughts for overcoming the challenges of implementing NG9-1-1 and challenges attendees to approach the problems related to migrating to NG9-1-1 in a different way.

Personal & Professional Development
National Telecommunicator Training Requirements
With an increasingly mobile public comes the expectation that all calls for assistance will be handled with the same degree of professionalism in each of the fifty states. This session provides an update on the work undertaken by NENA in partnership with the major 9-1-1 training providers to develop core training requirements that can be used to develop or augment statewide 9-1-1 training mandates.

Public Education & Outreach
Fostering Relationships within Public Education
Understanding how the education system works and fostering relationships are key to getting public education into school systems. Attend this session to learn about: How to identify and capitalize on relationships within education system; fostering a positive relationship with other public safety agencies; creating goals and programs; and building a public education program based on relationships that create a strong bond in the community.

Text Messaging
Text-to-9-1-1: Early Adopter Experiences
This session summarizes the real-life planning, implementation, and operational experiences of PSAPs that have enabled text-to-9-1-1. Panelists will facilitate discussion among attendees about concerns and presumed issues in getting interim SMS text-to-9-1-1 installed for service to the deaf, hard of hearing, and speech disability communities throughout America, as well as any others who need to use text in an emergency.

Wireless Challenges
Wireless Phase II & You
Due to staff turnover and other factors, the need for education and re-education about Wireless E9-1-1 remains. This session provides an overview of how Phase II was designed to work; what has changed in the last few years; information, standards, and recommendations available from NENA; and a method for validating and evaluating operational problems.

2:45PM – 3:45PM

Applications & Emerging Technologies
Telematics: Now & the Future
Today, telematics is usually associated with basic automotive data transmitted to a PSAP, either directly or via a call center. However, the use of personal and environmental telematics is on the rise. What does this mean for 9-1-1? This session explores current telematics and expected future developments, as well as how telematics can enhance 9-1-1’s ability to manage emergencies through automated notifications and additional data.

Call Taking & Processing
Railroad Incidents & Public Safety Dispatch

Using actual footage of train accidents supplied by the Federal Railroad Administration, this session explains how PSAP personnel should handle such events. Attendees will learn the nomenclature used in the railroad industry and will be provided with information about vital tools and training resources available to assist 9-1-1 professionals in preparation for, and during, railroad incidents.

Fire Leader
Fire Ground Communications for Structure Fires (Part II)
Continued from the previous hour...

GIS
NG9-1-1 GIS Data: How it Will (or Should) Work
This interactive session focuses on the practical aspects of preparing and maintaining GIS data for use in the NG9-1-1 geospatial call routing environment. Emphasis will be placed on covering the latest information on GIS data requirements and use within current, as well as under development, NENA standards and guidelines. Examples of processes and techniques underway in many locations today will be highlighted.

Law Enforcement Leader
Designing & Building a 21st Century Emergency Communications Center
The Maricopa County Sheriff’s Office Headquarters provides call taking and dispatch for one of the largest and most populated counties in America. The building’s design directly addresses requirements for redundancy, blast mitigation, and effective day-to-day operations. This presentation discusses design and construction techniques, technology infrastructure, and lessons learned in creating this facility supporting more than 700 sworn deputies, 2,000 detention officers, a PSAP, and a data center.

Leadership & Management
If All Else Fails, LEAD
Learn true skill sets essential to any successful leader. We hear buzz phrases like "lead by example" and "be the best" but there is so much more to leadership. Let Kevin and the PSTC team share vital skills needed to be a trusted and respected leader within our industry. Get resources and ideas for proven success. Keep Calm and LEAD On!

NG9-1-1 Basics
NG9-1-1 Operational Impacts: Separating Facts from Fiction
Next Generation 9-1-1 brings dramatic changes in technology into the PSAP, along with new fears of information overload, increased stress, and emotional impacts. This panel session explores how NG will transform the traditional PSAP and focuses on issues PSAPs are concerned about. Along the way, we will separate the facts from fiction and explore lessons learned in an enlightening and entertaining way.

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

Are You Prepared? Responding Effectively to Media Inquiries
Attend this session for media 101 training! Learn to work with demanding reporters and bloggers, prepare key messages, avoid being reactive, and become more confident in your media relations abilities. Come hear how media relations were handled when the media came calling, learn when to arrange media interviews versus issuing written statements, and evaluate the benefits and pitfalls of engaging Twitter, Facebook, YouTube, and other social media.

Text Messaging
Planning for & Requesting SMS Text-to-9-1-1 Service
As of May 15, the "Big Four” wireless carriers are ready to provide SMS text-to-9-1-1 service. A national Service Coordination Group has developed best practices and resources for planning and requesting this long-awaited service. This session covers that information, the overall status of text-to-9-1-1, and the experiences of implementers across the nation.

Wireless Challenges
Location Accuracy Across Services: What To Expect
Location accuracy and dependability varies by type of originating services, and even by provider. In some cases, new technologies and products can actually lessen location accuracy and consistency. A NENA working group will soon make recommendations for improving consistency in location accuracy and availability. This session provides an overview of common location issues and solutions, as well as a readout of ongoing NENA work and future plans.

4:00PM – 5:00PM

Applications & Emerging Technologies
Smartphones & Apps: The Future of 9-1-1?
It is important for applications developers to have access to a real network where they can put the applications in the hands of first responders in a non-life threatening environment. This session discusses the Applications Testing Sandbox at Texas A&M University and how the US UCAN network can be used to extend these tests to other sites and facilitate a national backbone.

Call Taking & Processing
The New Active Assailant Protocol

This session introduces the latest protocol intended to be used by PSAPs for incidents involving active assailants - an all too frequent occurrence that is a huge threat to both the public and our emergency responders.

Fire Leader
Communications Under Fire: Lessons Learned on the Most Difficult Days
In this informative and highly important session, presenters will highlight critical communications lessons and insights gained from major disasters, fires, and similar incidents across the US. These case studies reveal just how critical the role of communications is – not only during once in a lifetime incidents, but for day-to-day operations as well.

GIS
Address Point Assessment for NG9-1-1
Even if you aren’t currently planning an NG9-1-1 implementation, it’s not too early to your prepare GIS data – it enhances current operations and prepares your jurisdiction for the inevitable transition. This presentation shows you how to review existing address points for completeness, consistency, and spatial accuracy, as well as how to determine the synchronization between address points and 9-1-1 MSAG and ALI database resources.

Law Enforcement Leader
In-House Tactical Dispatch
Telecommunicators are unplugging from the console more and more and entering the field as responders. Tactical Dispatch is becoming more common. But how do you start a team and how does your team actually operate? These questions and more will be addressed with real world examples and actual takeaways for those who want to start a team, or want to improve their own team.

Leadership & Management
Leader-Ment 101 for 9-1-1
This breakout focuses on management and leadership concepts for public safety communications professionals, recognizing that, for most agencies, personnel have to be good at both leadership and management. By highlighting that leadership and management begin with oneself, then extend outward to those in the agency and those beyond it, attendees will gain basic strategies from improving themselves, their personnel, and their agencies.

NG9-1-1 Basics
"Standards-Based Approach" Doesn’t Mean One Size Fits All
During the transition from E9-1-1 to an NG9-1-1 construct, many things must be taken into consideration about technology. But does embracing a consolidated approach require standardization on every element of the system? This talk discusses the inherent advantages in a standards-based approach, including flexibility in technology selection, the "best of breed” approach to integration, and the value of solution integration and testing.

Personal & Professional Development
Mentoring in the Comm Center

Support and develop the (hidden) talent in your agency, and there’s no limit to the quality performance you’ll enjoy from your employees. Learn how to inspire as well as train personnel with a formal mentoring program that will help the entire agency avoid apathy, atrophy, and ambivalence.

Public Education & Outreach
Inquiring Minds Want to Know: Answering the Public’s Questions about Hot 9-1-1 Topics
When the public and the media want to learn more about apps, MLTS, NG9-1-1 and interim text, how will you respond? This session takes an in-depth look at current hot topics facing the 9-1-1 industry and gives examples of how to respond to questions using lessons learned from recent events. A group exercise will help you develop talking points that you can put into practice right away.

Text Messaging
Text-to-9-1-1: PSAP Training
There continue to be many misconceptions about the impacts of the interim text solution on 9-1-1 operations, along with questions about how to train call takers to receive text messages. This presentation will help public safety agencies identify available training resources. It will also provide an overview of current NENA committee work being done related to texting to 9-1-1 public education and dispatcher training.

Wireless Challenges
Indoor Location Accuracy: Positioning & Solving the Six-Inch Wall Problem
Today, over 70% of 9-1-1 calls are placed from wireless devices, many indoors. Attend this session and hear a discussion of the state of the industry for indoor 9-1-1 location accuracy, with a particular focus on performance and policy issues. Learn about recent testing, potential technology solutions, the historically elusive "z-axis,” and implications for emergency response.



Tuesday, June 17

9:45AM – 11:00AM

Accessibility
Video Phones, Mobile Relay, & 9-1-1

People with hearing disabilities commonly use mobile devices for everyday direct and relayed video calls. Is the mobile network good enough for wireless sign language calls, and what are the factors affecting call quality? How effective is it to call 9-1-1 via video while on mobile or other networks, and what are the limitations? Discussion and video call demonstrations will be included.

Data Management & Utilization
Standardizing the Contents of NG9-1-1-Related Data Exchanges
NENA has spent several years developing a new NIEM conformant American National Standard for exchanging emergency incident information: the Emergency Incident Data Document (EIDD). Successful EIDD data exchanges rely upon standardizing not only the format of the data being exchanged, but also the content. This session discusses the progress made and the reason for standardizing the contents of EIDDs.

GIS
Leveraging GIS for Increased Interoperability & Awareness
Through GIS standardization and increased collaboration between jurisdictions to prepare GIS data for future NG9-1-1 systems, there is the opportunity to leverage increased data interoperability to improve communication and situational awareness across the public safety community. This presentation looks at strategies for planning and integrating GIS data across applications and working with neighboring jurisdictions to increase data interoperability through collaboration.

Hiring & Staffing
Justifying Staffing Needs to Decision Makers
Most agencies know how many staff they need, but justifying that number can be difficult, if not impossible. This session provides some key points for justifying staffing requests to better your chances of getting approval. Attendees will learn how to identify telecommunicator "workload," key service level metrics, and the effects of workload on service, as well as how to present this information to decision makers.

Hot Topics
Public Safety Managers & Their Role in Cybersecurity
Many public safety managers leave cybersecurity to their IT department and think it can be addressed with a firewall and an anti-virus program. However, cybersecurity requires a greater understanding. In this session, attendees will learn how to: Assess vulnerabilities and risk, understand the anatomy of an attack, identify the public safety manager’s role in cybersecurity, protect critical assets, manage incidents, and more.

Law Enforcement & Fire Leader
The Synergy Between 9-1-1 & FirstNet
FirstNet will be the first high speed wireless broadband data network dedicated to public safety that will provide a single, nationwide network to facilitate communication for public safety during emergencies and on the job every day. This session explores, from the national and state perspectives, how FirstNet will be deployed, operated, and integrated with 9-1-1 (and NG9-1-1) for the benefit of all users.

NG9-1-1 & the PSAP
New Technologies & Standards: What They Mean to My PSAP
Learn how the latest standards impact the roll-out of NG9-1-1 systems. This session reviews the current status of NG9-1-1 system deployments and addresses other relevant issues surrounding solutions actually being deployed and used by PSAPs today. A special focus will be reporting on the progress of industry agreements and emerging standards for text messaging to 9-1-1, call routing, and GIS data requirements.

NG9-1-1 Strategic Planning
NG9-1-1 Technical Considerations Explained
Any successful NG9-1-1 implementation requires significant policy decisions to be made during the planning phases by PSAP managers that are often technical in nature. This session outlines and explains key decisions and considerations for management staff, providing options, detailing risks, and promoting greater understanding for non-technical staff during the decision making process.

Preparedness & Contingency Planning
TERT: Readiness, Planning, & Packing
This session outlines lessons learned from previous TERT deployments, with a focus on what needs to be in place to ensure success. Attendees will learn about the necessary authorization paperwork for TERT team members, what goes into planning a deployment, recommended packing items, and what to expect at the assistance site.

PSAP Training
Train, Supervise, or Get Out of the Way
Predictable tragedies are preventable if supervisors would act like supervisors and curb risky behavior before it matters. Nathan Lee and Geoff Weiss, Supervising Emergency Services Dispatcher with the San Diego County Sheriff’s Department, will present a lively session on how to stop predictable tragedies. This session examines how to hire the "right” people, provide quality training, and supervise proactively.

Stress & Wellness
Boosting Wellness: Key to 9-1-1 Retention & Peak Performance
Across industries, implementation of employee wellness programs has dramatically boosted performance and job satisfaction while reducing health-related costs. Attend this session to explore challenges to mental and physical wellness specific to frontline telecommunicators, learn about ground-breaking PSAP initiatives supervisors and managers can replicate, and hear about a new industry wellness standard for the Next Generation PSAP.

1:30PM – 2:30PM

Accessibility
Federal Overview of Accessibility and Text-to-9-1-1
Many initiatives are underway in Washington to improve access to 9-1-1 emergency services for callers with disabilities. Attend this session to learn how federal agencies are addressing topics including text-to-9-1-1, video relay, and more.

Data Management & Utilization
The Art of Data Transformation Along the 9-1-1 Continuum
Massive data sources and life-saving apps can now be introduced into the 9-1-1 operational environment without compromise. It is possible to support interoperability while eliminating single points of failure and maintaining the integrity of the network. Learn how to optimize your system to accommodate all of these new types of data – text messages, pictures, video – transforming incoming data into actionable intelligence.

GIS
Beyond the Map: Get More Out of GIS for 9-1-1
Maps and GIS data have the ability to quickly connect telecommunicators with critical information, such as the appropriate responding agencies, utility boundaries, and railroad crossing locations. Maps make processing location based information easier, and GIS brings critical information directly to the map display - helping save time when handling a call. It's not about information on demand anymore; it's about information when needed.

Hiring & Staffing
Hiring Mr. or Ms. Right: Knowing What to Look for
This presentation focuses on three areas: What are you currently looking for, what are you missing, and what to do now that you’ve hired the wrong person. Participants will have some fun discovering the answer to these questions. Participants will also receive a unique behavior-based interview guide for dispatchers, as well as a performance evaluation based upon key on-the-job behaviors.

Hot Topics

Text-to-9-1-1 Pub Ed
Strong education campaigns must accompany any fundamental change to how 9-1-1 works, and the availability of text-to-9-1-1 is no different. Hear about the key public messaging points and resources developed by NENA and partners, and learn how early adopters have approached the issue through the creation of PSAs, web-based initiatives, and more.

Law Enforcement & Fire Leader
Pulling Back the Curtain: The Emergency Communications Ecosystem in the 21st Century
Doesn’t it sometimes seem like law enforcement, fire, and 9-1-1 personnel are speaking different languages? With emergency communications entities being more connected than ever before, it’s time to get everyone on the same page. Attend this session to hear from public safety leaders who are getting it right, and learn what you can do at home to foster an atmosphere of collaboration that benefits responders and the public alike.

NG9-1-1 & the PSAP
Hosted NG9-1-1 Solutions: Special Considerations
NG9-1-1 services can be hosted at an external data center. And those services can be shared by more than one agency - a key cost-saving feature of NG9-1-1. But there are special requirements for this kind of service, and it may be offered under a different cost model. Operational, technical, and pricing model issues will be discussed, with a Q&A session to answer your questions.

NG9-1-1 Strategic Planning
Improving Project Performance
While project status reports typically provide a static capture of progress, expenditures, and tasks, a formal project review provides an environment to proactively resolve issues and risks. Further, a structured risk management approach improves contractual outcomes and long-term project results. This presentation discusses the key components of any project to manage and provides a structured approach to proactively identifying, prioritizing, and resolving issues.

Preparedness & Contingency Planning
When It Happens, Are You Ready?
When the worst-case scenario happens, are you ready? Bad things happen, and in 9-1-1 we are at the frontline to help those in need. Learn techniques to ensure mental and emotional readiness to respond when the call comes in. Create an action plan to handle whatever comes your way, from the time of the disaster, to the fallout that comes afterwards.

PSAP Training
The New Model Quality Assurance Standard for PSAPs
This session showcases NENA's latest Recommended Standard For The Establishment of a Quality Assurance Program for Public Safety Answering Points. Come and see how any PSAP can successfully establish a QA Program at little or no cost. Discussion focuses on: Understanding QA, how to implement, tour of forms and processes, and a list of QA-centric sources of information.

Stress & Wellness
The Most Recent Research Findings Regarding Telecommunicator Health
There has been an increased emphasis in recent years on research with 9-1-1 telecommunicators. Preliminary evidence showed that telecommunicators are at risk for high levels of stress, which can be associated with symptoms of Posttraumatic Stress Disorder (PTSD) and depression. This presentation discusses the most recent findings from follow-up studies examining the mental and physical health of 9-1-1 telecommunicators and predictors of poor health.

4:00PM – 5:00PM

Accessibility
What NG9-1-1 Means for Accessibility
Next Generation 9-1-1 supports text and video, among a wide range of other communications media. This means that various forms of text and ASL via direct video interaction will become a reality between consumers and PSAPs using NG9-1-1. This panel session will overview capabilities, likely timeframes, and the types of issues that non-voice communications can solve as we move forward with next generation services.

Data Management & Utilization
Information Sharing Standards & the PSAP
National best practices and standards exist that enable electronic information sharing within the criminal justice community. These same standards are being adopted to improve information sharing within public safety, including communications such as CAD-to-CAD interoperability and the development of the NG9-1-1 Emergency Incident Data Document (EIDD). This presentation focuses on national standards and how they increase information quality, improve user satisfaction, and reduce costs.

GIS
Geospatial Routing: How Ohio Is Implementing NG9-1-1
In NG9-1-1, the Geographic Information System (GIS) becomes a mission critical component of call routing decisions. Ensuring the correct PSAP receives the call and emergency services are appropriately dispatched depends on accurate geospatial information. This presentation explores how ECRF/LVF technology will ensure proper call routing, how legacy databases (MSAG and ALI) will be effectively transitioned, and the benefits of interoperability in an NG9-1-1 environment.

Hiring & Staffing
That Rare Breed: The 3- to 8-Year Employee
How many employees with 3-8 years of experience does your center have? Chances are you have them on either end of the spectrum: newbies or veterans. Come and learn how you can turn your newbies into veterans and bridge that gap!

Hot Topics
Making Consolidations Successful
Mergers, takeovers, and consolidations are all terms used to denote what can be a very traumatic event in the history of any communications center. This presentation shows how pre-planning, open communications, and the right technical team can make the transition smoother and cut day a breeze.

NG9-1-1 & the PSAP
Databases & Call Delivery in an NG9-1-1 Environment
NG9-1-1 allows flexibility and individual agency choice based on their information needs and enables advanced technical and operational capabilities for enhanced coordination and delivery of emergency services. But what happens to the old "stuff" such as the selective routers? This session explains NG9-1-1’s new functional elements, their acronyms, and their required data, as well as call delivery in the NG9-1-1 environment.

NG9-1-1 Strategic Planning
The i3 Standard: A Primer
Reading and understanding NENA’s i3 Standard is not for the faint of heart. The session describes all of the elements that make up an NG9-1-1 system and how they cooperate to route a call to its target agency. Additional discussion will cover how the existing capabilities of E9-1-1 are preserved in NG9-1-1.

Preparedness & Contingency Planning
Ready to Reunify: Best Practices in Family Support
How will your facility manage a surge of family members looking for missing loved ones? Learn what you can do to support family and patient reunification following a disaster via the implementation of a Family Information Center at your healthcare facility. Explore lessons learned and best practices from recent disasters and what Los Angeles County is doing to support families of disaster victims!

PSAP Training
Creating a Child-Centered PSAP
Calls for service that come into PSAPs about missing children, abused children, and runaways provide telecommunicators with an opportunity to help communities to protect their most important asset: children. This session discusses how 9-1-1 centers can provide the best possible assistance to missing children and their families based on recognized national standards and best practices designed specifically for 9-1-1 call-takers.

Stress & Wellness
Critical Incident Stress Management for Telecommunicators
Stress is an expected part of the 9-1-1 profession and is routinely managed on a day-to-day basis. Critical incident stress can produce reactions that may interfere with or overwhelm a person's ability to function or cope, and 9-1-1 personnel are often forgotten about during the debriefing process. During this session, attendees will learn how to recognize CISM & where to turn for help.



Wednesday, June 18

9:30AM – 10:45AM

Call Taking & Processing
GIS Meets the Dispatcher: What Is My Map Telling Me?
GIS data is vital information provided to dispatchers through various forms of mapping applications. Where is the GIS data from? How does it work to plot 9-1-1 calls? Why is it important for dispatchers to learn how to interact with GIS data? Following the session, attendees will have a better understanding of GIS data and its importance within 9-1-1 systems.

Hot Topics
Telecommunicator Task Overload
New technology and expectations from citizens and responders are resulting in additional modes to contact and provide information to PSAPs. While this enhanced information provides the opportunity to improve service it also has the potential of overloading telecommunicators. Discussions will center on NENA's Task Overload workgroup efforts to identify task thresholds and mitigate effects of overload on employees.

Interpersonal Issues
LGBT Issues in the 9-1-1 Center
With many states not offering protections, the danger of being terminated for being gay is still very real. The presentation identifies and explains the common issues faced by members of the Lesbian, Gay, Bisexual, Transgendered, and Queer community. Discussion focuses on not only employment concerns, but also interpersonal issues and effective communication.

Leadership & Management
Become the Lead Guitarist of Your Center
Whether you're new to supervision, an experienced leader, or someone desiring the next promotion, this session is for you! There are 12 keys to being a leader every employee wants to follow. By learning these skills, you'll be the most effective supervisor you can be, which leads to a more successful and cohesive dispatch center. Come join the band!

NG9-1-1 Early Adopter Case Studies

Statewide NG9-1-1 Projects in Maine & Alabama
This session outlines how Maine and Alabama are moving from the E9-1-1 environment to NG9-1-1. The discussion will focus on planning, coordination, and installation of the system components, the RFP process, data development, call routing, cost savings, and more.

Personal & Professional Development
Saving Lives, Hysterical Callers, & the Kids' Soccer Game: Achieving Work-Life Balance in 9-1-1
The evidence is clear that the long-term health impacts of working in 9-1-1 are serious. There also impacts on home life, life satisfaction, and self-worth from a career devoted to helping others. These impacts do not have to be all bad. In fact, by trying new approaches to time management, stress management, goal- and priority-setting, and communicating, we can learn to live beyond 9-1-1.

Regulation, Policy, & Governance

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 the NG9-1-1 video, outreach tools for engaging law enforcement, a compendium of NG9-1-1 standards, and other projects sponsored by the National 9-1-1 Program.

11:00AM – 12:15PM

Analytics & "Big Data" for 9-1-1
What Analytics Can Do for Your PSAP

What is your organization doing to meet the daily demands of your system? Learn how you can systematically measure, monitor, and adjust for things like call volume, lost unit hours, and call processing times by using data management tools that provide real-time, on-demand analysis. Further discussion focuses on what widely aggregated data can show us, and how it can be used to improve emergency response as an enterprise.

Call Taking & Processing
Pipeline Emergencies: Are You Prepared?
In the United States alone, more than 2 million miles of pipelines deliver petroleum and natural gas products. This session covers the information that 9-1-1 professionals need to recognize a report of a potential pipeline emergency and dispatch a safe and effective response. The session also provides an overview of Enbridge’s free online training program for 9-1-1 dispatchers developed in partnership with NENA.

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.

Interpersonal Issues
The Next Generation of Employees
With four different generations working together, communication has become challenging. During this session, you will learn strategies to help you engage all employees. Further discussion will center on recruiting and hiring practices that take into consideration the traits that make millennials (the fastest growing segment of the workforce) unique.

Leadership & Management
Accountable, Balanced & Committed
Are you a supervisor who is pulled in 100 different directions? Do you hide in your office just to get some peace and quiet? Or do you consider yourself a "fire fighter", putting out personnel "slow-burns" throughout the day? Spend an hour setting personnel expectations, employing effective time management skills, and understanding your role as the moral compass that points your team in the right direction.

NG9-1-1 Early Adopter Case Studies
NCTCOG's Journey to NG9-1-1
NCTCOG is an early adopter in the 9-1-1 industry and embarked on a journey to NG9-1-1 in 2007. Come to this session and hear about the challenges and successes that they have encountered. You will hear about their ESInet and text-to-9-1-1 projects, and will get to explore lessons learned throughout the journey.

Personal & Professional Development
Supervisory Development: A Guide to Career Advancement
Public safety communications is a rewarding career. The question is are you ready for your next challenge? Do you want to move ahead in your career? This session provides hints, tricks, and recommendations to prepare anyone in our field for that next position.

Regulation, Policy, & Governance
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.

2:45PM – 4:00PM

Analytics & "Big Data" for 9-1-1
Visual Data Analytics for 9-1-1
PSAPs are increasingly awash in data from new or improved CPE, CAD, CDR, and MIS systems, but it’s often difficult to extract key insights from bland tables of numbers. This session explores the emerging world of visual analytics: software and methods for telling powerful stories with real-world data. From PSAP and telecommunicator performance to crime trends and time trends, this is the session where seeing is understanding.

Call Taking & Processing
Traffic Incident Management
When was the last time you were stuck in traffic for an extended period because of an accident? Have you ever thought why can't they just move the vehicle off the side of the road and let traffic pass? This session assists telecommunications officers in getting the information needed to help responders with the quick clearance of traffic incidents and assist in clearing roadways.

Interpersonal Issues
Becoming the Peacemaker
Peacemaking is not a process of passive acceptance but a vibrant, powerful leadership concept that creates relational and structural cooperation for agency and personal wellbeing. Unresolved conflicts result in resentment and negativity that often last far beyond the memory of the conflict. Come and learn from a mediator some simple concepts for positive change in your life and at work.

Leadership & Management
Addressing & Managing the IT Skills Shortage
The changing requirements for technology and the implications on operations increase the complexity and integrated nature of 9-1-1 systems. This discussion focuses on the challenges facing PSAPs and the IT staff who support them. Learn the differences between insourcing and outsourcing, gain strategies to manage the influx of new technology with limited resources, and identify what skills your staff need to manage in this changing environment.

NG9-1-1 Early Adopter Case Studies

Palm Beach County's NG9-1-1 Network
Palm Beach County, the largest county east of the Mississippi, is in the final phases of implementing an NG9-1-1 network for 19 PSAPs. This session covers lessons learned, the challenges of being an "early adopter,” and the successes of the transition.

Personal & Professional Development
The Five G’s of NENA Membership
NENA membership gets you more than a cool membership card and an awesome quarterly publication: it gets you current, value, connected, ahead, and involved. Attend this session and Q&A to learn how to take advantage of everything NENA membership has to offer!

Regulation, Policy, & Governance

Tearing Down Silos: The Economies of Cooperation
NG9-1-1 is regional in design and holistic in its approach to improving public safety. This panel session shares real-world insights on approaching NG9-1-1 implementation challenges while tearing down the silos within agencies and municipalities. Discussion will include topics such as interoperability challenges, mutual aid plans, policy and governance issues, and funding.

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