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

1/14/2017 » 1/28/2017
ENP Exam - Winter 2017

1/16/2017 » 1/20/2017
CMCP - Chandler, AZ


NENA 2015 Breakouts
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Monday, 6.29

10:15AM – 10:45am

Buzz Session | Leading the Nation: Helping Clients Achieve 99% Compliance
As wireless 9-1-1 calls become the rule rather than the exception, the need for location accuracy escalates. Because accurate data directly impacts response time, PSAPs need to invest in a more complete reference database process. This session focuses on how Hawaii was able to go from 16.4% to 99.7% match accuracy in just over one year.

11:00AM – 11:30AM

Buzz Session | Comprehensive Framework for Securing 9-1-1 Centers
9-1-1 centers’ increased interconnection across agencies and public-sector information sharing channels has made them high-value targets for cyber-criminals. Security attacks and disruptions to these mission-critical operation systems are not an option for the first responder community who depend on them. This session addresses how 9-1-1 centers can establish a comprehensive governance framework for establishing robust cyber-attack monitoring, detection, and response capabilities.

11:45AM – 12:15PM

Buzz Session | Multimedia Matters: The Impacts of Multimedia on NG9-1-1 Solutions
Today, people can communicate in ways that we thought possible only in science fiction. How is this new technology impacting the way the public calls for help? Whether it’s audio, text, or video, learn how Next Generation 9-1-1 architecture provides a methodology for taking advantage of multimedia.

12:30PM – 1:00PM

Buzz Session | Quality Assurance & Improvement (QA/QI) Best Practices
PSAPs are being held to higher standards and are subject to more scrutiny than ever before. As such, a well-defined and implemented QA/QI program is critical. Attend this interactive session to learn how to create effective quality assurance forms, find and schedule the best number and type of calls for QA, and double your QA evaluators’ productivity by automating time-consuming processes.

1:30PM – 2:30PM

Accessibility | Equal Access in an NG9-1-1 World?
In 1990, the ADA legislation had broad-reaching effects, including within our PSAPs. Now, some 25 years later, most see more changes still to come. This panel of experts from the 9-1-1 and disability communities addresses lingering issues with equal access and what the ADA means in an NG9-1-1 world.

Call Taking & Processing | Terrorism Awareness for Dispatchers
Terror threats are major concerns for our agencies and our citizens. Terrorism awareness is critical, as dispatchers receive and process more information and are more aware of trends than many others in public safety. Attendees will gain a basic understanding of suspicious activity and terrorism indicators, and will learn what resources exist and how to access them.

Data Management & Utilization | Data in NG9-1-1: What do You Need to Know?
NG9-1-1 revolutionizes all aspects of emergency services. It allows for an exponential increase in the data and information available to PSAPs and first responders. With data driving NG9-1-1, 9-1-1 professionals need to know how to manage and control that data. This session provides an overview of the databases in NG9-1-1 and what PSAPs and 9-1-1 authorities can do to best plan and prepare.

NG9-1-1 Basics | Myths & Misunderstandings of NG9-1-1
With a few years of NG9-1-1 experience under our belts, the public safety industry can look back and see what we got right, what we misunderstood, and what we flat out got wrong. In this session, attendees will separate the hype from the practical experiences the industry has seen to debunk the myths and misunderstandings surrounding NG9-1-1.

NG9-1-1 Strategic Planning | NG9-1-1 RFP Considerations & Evaluations
This session presents and discusses request for proposal considerations, content, and response evaluations from a transitional NG9-1-1 perspective, for both PSAP-oriented and NG9-1-1 core services aspects. Experiences and tips from early adopters of NG9-1-1, as well as NG9-1-1 vendors, will be discussed. Attendees will gain specific information applicable to their RFP preparation and the evaluations of vendor responses.

Personal & Professional Development | Communicating With Purpose
It is a fact that leaders in crisis are best suited for responding and coordinating when their soft skills and communications styles are well-honed and professionally developed. Attend to learn techniques for clear, purposeful, and positive communications. Further discussion will focus on stress management, goal setting, information sharing, managing change, conflict resolution, and more.

Preparedness & Contingency Planning | PSAP Facility Hardening: From Codes to Completion
As an "Essential Facility,” PSAPs must be designed and built in the model of "last building standing.” Further, a broad range of codes and guidelines apply to the construction of 9-1-1 centers. This session provides an overview of these codes and, from an architectural and structural engineering viewpoint, explains the intricacies and challenges of understanding, designing, and building hardened and redundant facilities.

PSAP Administration | Taking Your Center to the Next Level Through Accreditation
Many 9-1-1 centers lack the systems and processes to establish key performance indicators and worse yet, don’t have the ability to extract critical data to support operational decisions. Find out how CALEA Accreditation can enhance your PSAP by establishing a body of standards that foster and recognize professional excellence by promoting the efficient use of resources and improving performance and service delivery.

Public Education & Outreach | How to Win at the Game of 9-1-1 Public Education
This session provides some clues for developing your public education program from start to finish. Whether you are just getting started or are a veteran player, you will be provided with rules to follow for creating your best public education game strategy, including new and innovative ways to educate and engage your community.

Stress, Health, & Wellness | Conquer Your Stress for Enhanced Productivity & Wellness
9-1-1 call takers are facing more stress than ever to ill-effect: Poor decision-making, increased illness, and greater absenteeism. Attendees will learn easy tactics to calm the stress response in the moment, as well as how to utilize skills such as recognition, visualization, mindfulness, and affirmations to reduce anxiety and make healthier choices.

Training | Developing a Successful Telecommunicator Training Academy
This session explains how to create a successful training academy. Attendees will hear about agencies that have gone through the process and will receive a step-by-step guide to getting buy-in from the administration, gathering the information needed to teach, and training the trainers to ensure they are presenting a uniform message.

2:45PM – 3:45PM

Accessibility | Best Practices & Accessibility of Emergency Services
Join the Federal Communications Commission's Disability Rights Office for an interactive discussion of best practices and challenges for accessible, effective, and efficient emergency services to persons with hearing, speech, and vision disabilities. Attendees will learn about the latest regulatory activity relevant to public safety and accessibility of emergency communication.

Call Taking & Processing | The Role of the PSAP in Combatting Human Trafficking
Human trafficking is one of the world’s fastest growing criminal enterprises. Almost 18,000 people are trafficked into the United States annually, and another 240,000 American children and youth are at risk for sex trafficking. Attend this session to learn the who, what, and how of human trafficking, as well the best practices you can implement in your 9-1-1 center to help rescue trafficking victims.

Data Management & Utilization | PSAPs: The New Information Superhighway
NG9-1-1’s capabilities promise new datasets available to PSAPs. This means more information at our fingertips than ever before; but is it TMI or all systems go? PSAPs must learn to balance the "need to know” against information overload. This session provides insight into PSAP operational issues in managing these new capabilities to ensure our telecommunicators don’t get lost along this new information superhighway.

NG9-1-1 Basics | Overcoming the Fear of NG9-1-1 for the Telecommunicator
NG9-1-1 often gets a bad rap with our telecommunicators. There is fear, uncertainty, and doubt. Using a real-life case study, this presentation explores the positive aspects of NG9-1-1 and busts some of the myths associated with it.

NG9-1-1 Strategic Planning | Planning for NG9-1-1 Transition & the Migration Process
What steps are required and which are optional when moving to Next Generation 9-1-1? This session provides guidance for agencies seeking to migrate by outlining the common elements of a transition plan, migration plan, cutover plan, and rollback plan. Attendees will learn what to ask their vendors for and how to use a transition plan to ensure a successful NG9-1-1 implementation.

Personal & Professional Development | Mentoring Your PSAP’s Rising Stars
There is a huge difference between training and mentoring. This session provides an in-depth explanation of how a mentoring program within a new hire and cross-training environment leads to personal and professional development for the telecommunicator. This session delivers the tools you need to get your mentoring program set up and start making a difference!

Preparedness & Contingency Planning | PSAP Mission Continuity Planning
Sure you have a backup plan, but is it comprehensive? What happens when essential operations and service delivery are disrupted? What continuity planning and testing standards exist? This session reviews key mission continuity planning elements, steps in the planning process, and how to implement a mission continuity plan to reduce your operational risks.

PSAP Administration | Labor Basics for 9-1-1 Managers
This session provides bargaining practitioners (or those who have responsibility for negotiations) with an overview of the collective bargaining process and related topics. Included within this discussion will be practical tips about preparing for negotiations, establishing your bargaining team, gaining support and information from upper management and/or elected officials, maintenance of contract documents, legal requirements impacting collective bargaining, and linguistic "do’s and don'ts."

Public Education & Outreach | Promoting Public Education Through Media
Developing and maintaining positive relationships with the media is crucial. Utilizing the media, attention can be drawn to 9-1-1 public education initiatives occurring within your jurisdiction, or even across the country. Attendees will learn how to develop (or repair) media relations, how and when to share information (and when not to), and how to develop a cooperative (give-give) relationship.

Stress, Health, & Wellness | Telecommunicator Wellness: Taking Care of You
Telecommunicator wellness is so important! In a job where you sit eight to twelve hours per day, it is critical that you actively commit to keeping up your physical fitness. However, this high-stress job also requires an equal dedication to mental wellness and self-care. Come to this session to get some great ideas for activities that promote wellness of all kinds and improve morale!

Training | 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.

4:00PM – 5:00PM

Accessibility | Disability Awareness Training
Responding to emergencies involving individuals with disabilities can be challenging. This session addresses characteristics of individuals with disabilities, speech challenges faced and how to overcome them, federal guidelines, effective communications, emergency preparedness, the role of municipality emergency services, identifying and working with service providers, and the latest initiatives and programs. Further discussion examines why society discriminates against individuals with disabilities and the injustices that occur.

Call Taking & Processing | Domestic Violence: A Continuing Problem We Must Understand
Four women are killed each day and several law enforcement officers are killed each year as a result of domestic violence. This session provides call takers and dispatchers with a better understanding of domestic violence and how prevalent it is. Attendees will leave with better questioning techniques, dispatching skills, and resources to help every day.

Data Management & Utilization | The Emergency Incident Data Document: Supporting Communications During Disasters
During major events such as hurricanes or earthquakes, PSAP equipment may continue to operate but emergency calls may not get through. NG9-1-1 calls will be rerouted, but how do callers get help if primary PSAPs must still dispatch the response? This session describes how the Emergency Incident Data Document (EIDD) standard enables the transfer of call information from alternate PSAPs to locations that can help.

NG9-1-1 Basics | SMS, Multimedia, & Apps... Oh My!
The connected "smart” PSAP, replete with web-based applications, instant messaging, text messaging, and multimedia communications, is just around the corner. How can we embrace new technology without overwhelming our overloaded staff? By focusing on the "three p’s” – people, process, and product - we can effectively manage and control the data to make it useful.

NG9-1-1 Strategic Planning | Resilient 9-1-1 Communications
Critical 9-1-1 calls cannot reach a PSAP when the PSTN is compromised or overwhelmed. Effective recovery is dependent on those closest to the impact zone using deployable equipment and having plans in place. Attendees will discuss how isolating single points of failure, identifying robust redundant routes, integrating satellite systems into critical communications infrastructure solutions, and implementing industry best practices can minimize vulnerabilities and increase survivability.

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 and career advancement. 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.

Preparedness & Contingency Planning | Using TERT Teams for Local or Regional Incidents & Events
Telecommunicator Emergency Response Taskforce (TERT) members often train for long-term deployments after natural disasters, but they can and should be used for local tactical incidents and events, such as parades, fairs, sporting events, structure fires, searches, and SWAT calls. Attend to learn about TERT and how these teams can provide support for a wide variety of occasions and incidents.

PSAP Administration | "Meets or Exceeds Standards”: Evaluating Your Evaluations
In this session, attendees will review the basics of conducting personnel evaluations. Participants will leave with a list of do's and don'ts for conducting evaluations and become familiar with the various evaluation styles and forms. Finally, the session provides the opportunity to answer attendees’ questions about their evaluation policies and processes.

Public Education & Outreach | Cultivating Relationships With Elected Officials
With 9-1-1 issues garnering more mainstream media attention than ever before, elected officials at all levels are taking notice. While speaking with them can seem intimidating, cultivating strong relationships with your representatives is critical. Attend to learn how to build strong bonds and become their go-to resource for information on pending legislation, local operations, and the needs of the 9-1-1 community.

Stress, Health, & Wellness | The Emotional Cost of 9-1-1 Dispatch
Everyone knows working is 9-1-1 is stressful, but where does that stress come from, how does it manifest itself, and what are the impacts on telecommunicators? Attend this session to hear about the latest academic research into call taker stress and participate in an interactive discussion about what can be done to predict, prevent, and manage stress in this high pressure environment.

Training | Collaboration Strategies for Improving Active Assailant Response
As the frequency of complex, multi-agency response to active assailant incidents is on the rise, it has never been more critical for 9-1-1, response agencies, schools, business owners, and other officials to collaborate in order to strengthen response. This session outlines best practices for collaboration, pre-planning, development of cross-functional emergency operations plans, exercising, and leveraging technology to enhance response.


Tuesday, 6.30

10:45AM – 11:15AM

Buzz Session | Understanding How to Implement Text-to-9-1-1
While text-to-9-1-1 brings many benefits, it also presents distinct challenges to agencies and call takers. This session overviews commonly held concerns associated with the planning, implementation, and, operation of text-to-9-1-1. Additional discussion focuses on key steps and considerations that PSAPs need to take to prepare for support of text-to-9-1-1, as well as infrastructure upgrades that may be necessary to ensurea smooth and efficient transition.

11:30AM – 12:00PM

Buzz Session | Google Imagery for Improved Emergency Response
Attend this session to learn about Google’s Imagery offerings for the 9-1-1 community. Google is already working with many 9-1-1 agencies and authorities using high-quality 6” ortho imagery. In addition, attendees will learn about SkyBox Imagery, a new, powerful tool for emergency management. Presenters will also share the many add-on features available for Google Imagery, including the ability to complement with custom collects as needed.

12:15PM – 12:45PM

Buzz Session | Resiliency Matters in NG9-1-1 Systems
The importance of reliability in emergency communications systems cannot be overstated; lives depend on it. Many factors affect resiliency of 9-1-1 services including software, monitoring, and cybersecurity. This session provides attendees with information on how Next Generation 9-1-1 architecture can provide a blueprint for providing resiliency.

1:00PM – 1:30PM

Buzz Session | Essential Communications: Let’s Do This!
Whether vendor, consultant, or PSAP leader: We are a team. We take action. We are focused. Yet, in many cases we aren’t acting like a team; we are reactionary and unfocused. BUZZ about the latest in technologies that support your people - peer to peer support, mentor groups, and leadership communications that get people back to thriving and off the island of suck!

1:30PM – 2:30PM

Analytics & "Big Data" | Using Nationwide 9-1-1 Statistics to Help Your System
Reliable 9-1-1 data and a clear picture of 9-1-1 services across the nation are key to identifying opportunities for system modifications and meeting the information needs of legislators and policymakers. In this session, the National 911 Program and state 9-1-1 representatives discuss ways 9-1-1 systems can use state data gathered by NENA and the National 911 Profile Database to "make the case” for more support.

Cybersecurity | PSAPs Held Hostage: Swatting... Extortion... What's Next?
It's a jungle out there and our PSAPs are under attack. From swatting, to extortion attempts, to networks attacks, things are not looking that great. This session outlines threats currently being experienced by PSAPs across North America and what you can do to right now to safeguard your 9-1-1 system from cyber risks.

GIS | ALI, MSAG, & GIS Synchronization During the NG9-1-1 Transition
This session focuses on three areas that define processes between GIS and public safety that go beyond synchronizing the ALI and MSAG with GIS data: Locally authoritative GIS data, GIS data aggregation, and GIS support to ESInet and PSAPs. Attendees will discuss these focus areas by examining case studies of projects undertaken in Iowa, New York, Maine, and North Dakota.

Hot Topics | NORAD & 9-1-1 Centers
NENA has worked with NORAD (North American Aerospace Defense Command) to provide guidance for 9-1-1 call takers and dispatchers on how to handle reports of airborne events that may threaten national security and other emergency calls from aircraft. This session features discussion with NORAD representatives and provides an understanding of the policies contained in the NENA standard.

International Issues | Protecting the Borders: CAUSE III
In November 2014, Canada and the United States teamed up to hold the CAUSE III experiment. The project tested several new technologies, such as social media crowdsourcing and public safety broadband (FirstNet) LTE, during simulated cross-border emergencies (a hurricane and a wildfire). Attend to hear about the exercises, the technology involved, and what worked and what didn’t.

Leadership & Management | The Power of Positive Recognition
Ironically, a major issue in the field of communications is under-communication. Often, managers focus on their low-performing employees rather than their high-performers. Employee exit interviews reveal that the most common complaint is under-appreciation, a direct result of under-communication. Attend to learn about the importance, value, and overall benefits of employee recognition, as well as what you can do to better recognize achievement in your center.

NG9-1-1 Early Adopter Case Studies | NG9-1-1 Deployment Lessons for States & Regions
As the first successful implementations of NG9-1-1 go live in states and counties across the country, this session highlights several successful deployments and explores the lessons learned. The discussion covers a wide range of issues, including consolidating technology, interconnection challenges, network management and operations, funding, inter-agency agreements, and more.

Personal & Professional Development | Future Path Plan for Your Career
Whether you are new to public safety or have tenure, it is never too early (or too late) to develop your career path. Even if you’re not looking to make a move today, having a plan can help you feel energized and hopeful. Come to this session and learn about what opportunities exist and gain tools to deal with the challenges of career planning.

Technology Innovation | Cloud-based Solutions for Your PSAP: What You Need to Know
Global spending on cloud technology should reach $80B by 2018. The trend started in the private sector, but cloud solutions are being adopted in increasing numbers by federal, state, and local governments, and by PSAPs, too. Discover the benefits of moving your PSAP to the cloud and how to know if it makes sense for you.

Text Messaging | Text-to-9-1-1 From All Angles
It takes a team effort to make text-to-9-1-1 a reality in your PSAP. This presentation covers the steps required to provision, test, deploy, and operate text-to-9-1-1 services. Attendees will hear from IT administrators on security considerations, networking, call taker alerting, testing, and message routing. Then, telecommunicators will share their personal experiences receiving texts for emergency assistance in the 9-1-1 environment.

Training | Gone in 60 Seconds: Ways to Attain the Seemingly Impossible
Both NENA and the National Fire Protection Association have established a 60-second standard for the time from call answer to unit notification. While these standards have been in place for some time, dispatch centers struggle with compliance. This presentation discusses the standards, how and why they were established, and ways in which you can strive to meet those standards on a monthly basis.

4:00PM – 5:00PM

Analytics & "Big Data" | Incoming! The Arrival of Big Data
The future of 9-1-1 lies in our ability to transform staggering amounts of data into life-saving communications operations. Join this session to learn how to prepare for and engage new types of incoming data. Learn how "Big Data”, machine-to-machine communications, and cloud solutions can improve safety for both citizens and first responders, create greater situational awareness, and provide more efficient, effective, and consistent service.

Cybersecurity | Cybersecurity in NG9-1-1
Effective cybersecurity measures begin with careful planning during the design phases of NG9-1-1 solutions and continue with proactive monitoring after service cutover. This session provides an overview of cybersecurity best practices for NG9-1-1 implementations. Attendees will review a case study in penetration testing of the NG9-1-1 service and learn how other evolving public safety services may be exploited – and how they can be protected.

GIS | Do You Really Know What’s in Your GIS?
Come to this session to get some possibly eye-opening, real-world examples of what is showing up in GIS data that is "being readied for NG9-1-1.” Actual samples of legacy data problems that can impact NG9-1-1 planning and functionality will be highlighted, along with discussion of how to ensure your data conforms to NENA standards and guidelines.

Hot Topics | 9-1-1 & Integrated Healthcare Innovations
EMS agencies are realizing the opportunities to provide mobile integrated healthcare and become a participant in the continuum of care, and the PSAP is one of the most important access points for this rapidly expanding delivery system. This session explores the changes in the delivery of EMS, starting with the PSAP, and discusses best practices for implementing a quality-driven, safe dispatch access point.

International Issues | International Public Safety Leader Roundtable
The emergency communications landscape is changing on every continent as next generation services and networks provide amazing opportunities to improve response. This session offers participants an inside view of public safety strategies in various countries, with leaders from around the globe sharing insights gleaned from their real-world experiences.

Leadership & Management | Who Took That Call? When a Comm Center Comes Under Review
Whether triggered by a complaint or because of an incident with a bad outcome, PSAPs must have a structure in place that allows them to react, respond, and communicate effectively when under review. Attendees will discuss how to communicate about the incident both internally and externally, investigation and disciplinary processes, and briefing/debriefing procedures.

NG9-1-1 Early Adopter Case Studies | NG9-1-1: What's Holding You Back?
Learn firsthand how two very different areas – Morgan County, Ohio (population: ~15K) and the National Capital Region (population: ~6M) – are implementing i3-compliant NG9-1-1 solutions. Participants will discuss the evaluation process, governance, technical approaches, partnership building, budgeting, and the public safety benefits delivered. Learn what these projects have in common, hear what they did differently, and decide what’s right for you!

Personal & Professional Development | Saving the Titanic (or at Least Missing the Biggest Iceberg)
In this presentation, leaders and managers will learn strategies to turnaround organizations that are in trouble, about to be in trouble, or don't even know there is trouble. Through real-life examples, you’ll learn how to make sure your organization thrives in the face of potential disasters by focusing on the core elements that make any organization work.

Technology Innovation | Video for Situational Awareness
Video is becoming an important tool in providing situational awareness to 9-1-1 dispatchers. Analyzing video to determine an appropriate response to events unfolding in real-time requires an understanding of video principles. This session looks at the types of cameras and the advantages/disadvantages of each in assessing ground conditions at an event. Also presented is a typical response workflow when an event has associated video available to dispatchers.

Text Messaging | A Day in the Life of Text-to-9-1-1
Are you scared to allow text-to-9-1-1 in your center? Put those horrific thoughts to rest and greet texting with open arms! This session provides information direct from the PSAP on implementation and daily use. Learn for yourself what to expect and what's going on. Join in for a look at text-to-9-1-1 data and trends from several states, and learn how it is improving public safety.

Training | Pipeline Emergencies: Are You Prepared?
In the United States alone, more than two 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.


Wednesday, 7.01

8:15AM – 9:15AM

Call Taking & Processing | Answering Calls from the Deaf & Hard of Hearing Population
This presentation provides emergency communications personnel with a basic understanding of best practices when communicating with people who are deaf or hard of hearing (DHH). Participants will gain a better understanding of DHH terminology, DHH community language and norms, auxiliary devices used within the deaf community, deaf community access to 9-1-1 services, communication modes, and interpreter qualifications in the legal setting.

GIS | Building a Statewide Address Point Layer for NG9-1-1
GIS map data with accurate location information is a core NG9-1-1 component. By examining a North Dakota project that resulted in a quality GIS map data set and subsequent maintenance using GIS tools, this session covers the challenges of GIS data development in an area with unique geographic characteristics, the importance of active maintenance during development, and processes for developing a GIS map dataset.

Hot Topics | NG9-1-1 & FirstNet
FirstNet and NG9-1-1 will transform today’s PSAP into tomorrow’s next generation command center – an information hub for real-time video and data. However, planning for and implementing these advanced, interconnected systems and networks will require significant collaboration to realize their full potential. Representatives from FirstNet and 9-1-1 authorities will discuss successes, lessons-learned, and the life-saving benefits these new technologies offer.

Interpersonal Skills | The Art of Being PC: Productive & Constructive Criticism
Being called into the supervisor's office often generates a feeling of doom; annual evaluations make employees want to run away! You can change that, and the morale of your department, by learning to construct and deliver effective criticism. Learn some techniques to make criticism work not only for the employee, but for the supervisor as well.

Leadership & Management | Mile High Leadership: We Must do Better
You can't stand still or do it the old way in this industry. Come get your yearly positive infusion of creative, timely, and effective leadership skills. It's essential to stay focused on the mission and reach levels that are "rocky mountain high" in performance and employee satisfaction. Morale, teamwork, and employee satisfaction will all be addressed.

NG9-1-1 Management & Operations | NG9-1-1 Operational Impacts
The State of Maine recently completed and end-to-end NG9-1-1 system deployment. Most of the discussion about NG9-1-1 thus far has focused on the technical challenges, but what about the human side? Learn about the operational differences and challenges faced as PSAPs and management adjusted a new NG9-1-1 system.

NG9-1-1 Technology & Infrastructure | Securing 9-1-1 Infrastructure in the NG9-1-1 World
As 9-1-1 technological solutions migrate towards Next Generation 9-1-1, systems are more open to cyber-attacks. We will talk about why security is more essential than ever, especially during and through the migration to NG9-1-1, as well as what needs to be done to ensure these more advanced assets are protected and monitored.

PSAP Administration | Right People, Right Seats
This presentation examines the important decisions managers and supervisors are faced with when trying to put the best people under the headsets in the PSAP. Effective recruiting, proper hiring procedures, retention tools, and promoting from within will be discussed.

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.

Wireless Challenges | Wireless 9-1-1: Phase II & the Future of Location Accuracy
This session reviews how Wireless E9-1-1 Phase II works today and introduces the improvements in both routing control and caller location availability and accuracy to be expected as the shift toward dispatchable location takes place. Also, panelists will discuss how wireless caller location can be accurately identified before or as the call is initiated as newer technology is implemented commercially.

9:30AM – 10:45AM

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 terminology 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.

GIS | GIS for NG9-1-1: Are You Really Ready?
GIS is essential for NG9-1-1’s "routing by location." Local preparation now is the key to a successful and timely implementation later. The presentation provides key examples and outlines the topic in simple, non-technical terms. The audience will depart with a clear understanding of GIS's role in 9-1-1 and NG9-1-1's reliance on accurate, locally produced and maintained GIS data.

Hot Topics | Social Media: Policy Issues & Concerns
The growth of social media requires a proactive approach to setting guidelines for employee behavior when utilizing these communications platforms, as well as for how they are utilized within the scope of job-related duties. This session discusses how a lack of policy generates liability for an agency and underscores the importance of having a policy in place before an incident, not after.

Interpersonal Skills | Seven Ways to Stop Workplace Drama in Public Safety
This session packs a punch, offering real-life proven techniques for fighting negativity, stopping gossip, building teamwork, and increasing productivity. Attendees are invited to engage in a lively group discussion of their managerial concerns and are guaranteed to leave with practical solutions they can implement right away.

Leadership & Management | Quality Assurance: The Key to Improving Performance
This session explains why a quality assurance program is necessary for every PSAP and provides attendees with a QA implementation roadmap. Discussion focuses on the basics of QA, forms and processes, call scoring, the new NENA/APCO standard and other best practices, setting and meeting performance goals, measuring and utilizing data, and more.

NG9-1-1 Management & Operations | NG9-1-1 in Action
This presentation provides attendees with an overview of the state of Indiana's IN911 ESInet/i3 system and the ten-year evolution of IN911. Specific topics include planning, design, procurement, testing and operation of IN911, as well as the operational capabilities provided to PSAPs in Indiana as a result of IN911. Capabilities like text-from-9-1-1 will be explored as well.

NG9-1-1 Technology & Infrastructure | Real World 9-1-1: New Technologies & Standards in the PSAP
Learn how the latest standards are impacting the roll-out of NG9-1-1 systems. Participants will review the current status of NG9-1-1 system deployments and address other relevant issues surrounding solutions actually being deployed and used by PSAPs today. Attendees will hear progress reports on industry agreements and emerging standards and requirements for text-to-9-1-1, call routing, and GIS data.

PSAP Administration | Counseling & Discipline: The Benefits of Doing It Right!
Most people do not enjoy confrontation. Most supervisors view counseling and discipline as the most undesirable part of their job. However, they serve a vital purpose and when done correctly and consistently counseling and discipline can foster a productive and cohesive work environment. This session provides methods for conducting counseling, and explains the concept of progressive discipline and the benefits of doing it effectively.

Regulation, Policy, & Governance | Accountability in a Time of Transition
So-called "Sunny Day Outages" have recently affected 9-1-1 systems nationwide at a larger-than-expected rate. As a result, 9-1-1 governance, reliability, and outage reporting have risen to prominence at the FCC, with two major rulemaking efforts touching those subjects in the first quarter of this year alone. This session will review the Commission's Notices and the responses from public safety organizations and the industry.

Wireless Challenges | Wireless Location Accuracy: Moving Forward
A majority of wireless 9-1-1 calls come from mobile devices and a majority of those calls originate indoors, causing problems for the PSAP. Are there solutions? This session explores the actions taken by the FCC, in concert with NENA, APCO, and the carrier community, to address indoor location. Additional discussion examines existing and emerging technologies that may more accurately locate both indoor and outdoor callers.

11:00AM – 12:15PM

Call Taking & Processing | Telematics & 9-1-1 Center Interaction
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.

GIS | Parlez Vous GIS? Habla 9-1-1? Understanding the Language of GIS & Telecommunicators
GIS is a critical tool for telecommunicators. But doesn’t it sometimes feel like "9-1-1 people” and "GIS people” speak different languages? Consider this session a translation service that will help you get the most out of your GIS! You’ll learn about the key elements of mapping software, the data that is displayed, and the terminology that enables 9-1-1 and GIS professionals to communicate effectively.

Hot Topics | Kari's Law: Direct-Dial 9-1-1 Access From MLTS
Direct access to 9-1-1 services from an MLTS does not have to be costly or difficult to implement. Most systems actually have everything they need to enable the capability. The session provides educational resources that can be utilized by your agency to assist commercial PBX operators in understanding the issues around multi-line telephone systems and 9-1-1.

Interpersonal Skills | Downshifting Your 9-1-1 Communication Style to Strengthen Your Personal Relationships
If we’re happier in our personal relationships, then we’re more apt to excel at work. Yet, the classic 9-1-1 communication style of "suck it up and take charge” doesn’t usually fly with our spouses, kids, and friends, making us more conflict-prone at home. During this fun, fast-paced hour, attendees will gain insights and skills to down-shift mentally and optimize communication with those we love most!

Leadership & Management | What? You're Assigning Me the Communications Center?
Managing a PSAP can be challenging, especially when you’re newly assigned to leading the center – and then even more so if you don’t have previous PSAP experience! This session explores the unique characteristics, culture, idiosyncrasies, and personalities within the PSAP environment in a realistic and sometimes humorous manner, providing you with tools that can lead to better success as a new manager.

NG9-1-1 Management & Operations | Monitoring & Managing Overall NG9-1-1 Service Operations
How do you monitor and manage an NG9-1-1 system to detect and handle issues before they become problems? What data and mechanisms exist for monitoring? What metrics should you use, and what should you negotiate in your service level agreements with NG9-1-1 service and application providers? A panel of experts will help you peek under the hood at these critically important issues.

NG9-1-1 Technology & Infrastructure | Goldilocks & the Three I’s
The NPSBN, NG9-1-1, and CAD-to-CAD are opening floodgates and allowing new information to flow into PSAPs. Attendees will discuss plans for controlling the information flow rate and content: Too much or too little "information” affects information sharing, "interoperability”, and "incident” management. Learn how to process and disseminate the right information, at the right time, using the right methods – to get it just right.

PSAP Administration | How to Create or Update a Policy Manual
A policy manual is essential for any well run agency. An effective manual outlines the responsibilities of staff and ensures that expectations and standards are clearly defined, allowing all employees to be on the same page while protecting the agency from potential HR and legal headaches. Attendees will gain the tools to build a manual from scratch or update an existing one.

Regulation, Policy, & Governance | Early Adopter Lessons on Planning & Governance
Existing regulatory, legislative, and governance frameworks can be a help or a hindrance to NG9-1-1 adoption. If you’re just starting the transition, an analysis of the laws, rules, and requirements that may need to be modified is a critical element of the process. Attend to hear recommendations from early adopters who have worked to create local, regional, and state-level policy environments that support NG9-1-1 service.

Wireless Challenges | Voice Over WiFi, & Advances in Wireless 9-1-1 Location Support
Voice over WiFi will soon affect 9-1-1 and caller location at the PSAP. Attendees will be introduced to the findings from current WiFi trials and hear about the latest advances in location technologies, approaches for leveraging multiple location technologies to improve accuracy and speed, and the differences between commercial and emergency location. An update on the FCC’s indoor location rules will also be provided.

2:45PM – 4:00PM

Call Taking & Processing | Dealing With Suicidal Texters
A suicidal individual often cannot recognize available options to resolve his or her immediate crisis. This may result in the at-risk party reaching out for help via text. Supporting suicidal texters in the moment through an accessible, familiar, and private means is critical. Attend this session to learn about the Crisis Text Line and their best practices for handling interactions with persons experiencing suicidal ideation.

GIS | Mapping 9-1-1 Calls 24x7 With a Web-Based Map
Mapped ALI is an integral part of any 9-1-1 operation, but it can be costly to upgrade. Maricopa Region 911 has developed a mapped ALI client for use across 25 PSAPs at no cost to the PSAPs themselves. This presentation details how this was accomplished and how it can be replicated.

Hot Topics | Apps Galore: Ensuring Reliable, Universal, & Secure Service for the 21st Century
Mobile application developers are gung-ho to help improve 9-1-1 service with a bevy of new capabilities. Ensuring that apps are integrated into the 9-1-1 ecosystem seamlessly and securely is a key challenge for center managers, carriers, and app curators alike. This session will examine that challenge from the perspective of app developers, security professionals, and PSAPs.

Interpersonal Skills | Do Sweat the Small Stuff
How many times have you heard people say, "Don't sweat the small stuff..."? Often, however, the so-called little things turn into time bandits that zap all your time and energy. Come learn how effectively managing and quickly resolving issues at the ground level allows you to keep your focus on the bigger issues in your center.

Leadership & Management | Succession Planning: More Than Just a Catch Phrase
The identification of future PSAP leaders is a critical task for managers. However, succession planning requires more than just identifying potential supervisor-level personnel; it necessitates digging deeper into all levels of your staff to identify the organization's diamonds in the rough. Discover tools for developing, coaching, and promoting key personnel, as well as what to do when one of your stars moves on.

NG9-1-1 Management & Operations | Managing NG9-1-1 Service at the State, Region/County, & PSAP Levels
This session provides a read-out from the FCC-initiated task force on optimum 9-1-1 service architecture. Also, early adopters will share their experiences of organizing state, region, and PSAP roles and responsibilities for NG9-1-1 service and discuss how you can avoid the potholes and landmines associated with those efforts.

NG9-1-1 Technology & Infrastructure | Routing 9-1-1 Calls to NG9-1-1 Systems Nationally
A feature of NG9-1-1 design is the "forest guide,” a high-level routing process for national, and even international, access to state or regional NG9-1-1 systems. This session describes the likely options for moving from carriers connecting locally to individual selective routers to a more flexible and economical transport of 9-1-1 calls to state – or even national – connection points.

PSAP Administration | HR: The Basics
Intimidated by HR? You don’t have to be! This session explains the laws pertaining to FMLA, ADA, and hiring in basic terms. Real-world examples will clarify their purpose and we’ll further separate myth from fact by examining what they mean for daily operations in the PSAP. Attendees will walk away with an understanding of the most common HR issues and resources to help learn more. 

Regulation, Policy, & Governance | The National Emergency Communications Plan Update
Today’s emergency communications ecosystem is more complex than ever, involving a much larger response community and expanding beyond traditional LMR to include cell phones, emergency alert systems, social media, NG9-1-1, and more. The Office of Emergency Communications will discuss this evolving ecosystem and how the updated National Emergency Communications Plan addresses the challenges of the ecosystem and helps first responders improve their emergency communications capabilities.

Wireless Challenges | 3D Location: Altitude’s Future in NG9-1-1
NG9-1-1 supports indoor location via subaddress elements, including floor and room, and the FCC has initiated rules for 9-1-1 call accuracy that for the first time include elevation. This session covers the impact of moving from two-dimensional location to include altitude in 3D, the overall effects of indoor location, and how agencies can prepare for technological developments that will allow for more accurate and precise location information to be transmitted with 9-1-1 calls.

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