10:15AM – 10:45am
Buzz Session | Leading the Nation: Helping
Clients Achieve 99% Compliance
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
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
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.
Accessibility | Equal Access in an NG9-1-1 World?
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.
Taking & Processing | Terrorism Awareness for Dispatchers
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.
Management & Utilization | Data in NG9-1-1: What do You Need to Know?
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.
Basics | Myths &
Misunderstandings of NG9-1-1
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.
Strategic Planning | NG9-1-1 RFP Considerations &
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.
& Professional Development | Communicating With
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.
& Contingency Planning | PSAP Facility Hardening: From Codes to
"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.
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.
Education & Outreach | How to Win at the Game of 9-1-1 Public
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.
Health, & Wellness | Conquer Your Stress for Enhanced
Productivity & Wellness
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
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.
Accessibility | Best Practices & Accessibility of
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
Taking & Processing | The Role of the PSAP in Combatting 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.
Management & Utilization | PSAPs: The New Information Superhighway
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
Basics | Overcoming the Fear of NG9-1-1 for the
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.
Strategic Planning | Planning for NG9-1-1 Transition & the
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.
& Professional Development | Mentoring Your PSAP’s Rising Stars
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!
& Contingency Planning | PSAP Mission
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.
Administration | Labor Basics for 9-1-1 Managers
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
Education & Outreach | Promoting Public Education Through Media
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.
Health, & Wellness | Telecommunicator Wellness: Taking Care of
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.
Accessibility | Disability Awareness Training
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.
Taking & Processing | Domestic Violence: A Continuing Problem We
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.
Management & Utilization | The Emergency Incident Data Document:
Supporting Communications During Disasters
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.
Basics | SMS, Multimedia, & Apps... Oh My!
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.
Strategic Planning | Resilient 9-1-1 Communications
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.
& 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
& 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.
Administration | "Meets or Exceeds Standards”: Evaluating Your
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.
Education & Outreach | Cultivating Relationships With Elected
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.
Health, & Wellness | The Emotional Cost of
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
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.
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
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.
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,
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
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!
& "Big Data" | Using Nationwide 9-1-1 Statistics to Help
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?
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
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.
Topics | NORAD & 9-1-1 Centers
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.
Issues | Protecting the Borders: CAUSE III
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.
& Management | The Power of Positive Recognition
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.
Early Adopter Case Studies | NG9-1-1 Deployment Lessons for States
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.
& Professional Development | Future Path Plan for Your Career
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.
Innovation | Cloud-based Solutions for Your PSAP: What
You Need to Know
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
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
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
& "Big Data" | Incoming! The Arrival of Big Data
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
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?
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.
Topics | 9-1-1 & Integrated Healthcare
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.
Issues | International Public Safety Leader
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.
& Management | Who Took That Call? When a Comm Center
Comes Under Review
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.
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
& Professional Development | Saving the Titanic (or at Least Missing the
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
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.
Messaging | A Day in the Life of Text-to-9-1-1
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?
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.
Taking & Processing | Answering Calls from the Deaf & Hard of
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
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.
Topics | NG9-1-1 & 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.
Skills | The Art of Being PC: Productive &
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.
& Management | Mile High Leadership: We Must do Better
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.
Management & Operations | NG9-1-1 Operational Impacts
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
Technology & Infrastructure | Securing 9-1-1 Infrastructure in the
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.
Policy, & Governance | FCC 9-1-1 Update
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
Challenges | Wireless 9-1-1: Phase II & the Future
of Location Accuracy
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
Taking & Processing | Railroad Incidents & Public Safety
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?
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.
Topics | Social Media: Policy Issues & Concerns
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.
Skills | Seven Ways to Stop Workplace Drama in
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.
& Management | Quality Assurance: The Key to Improving
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.
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
Technology & Infrastructure | Real World 9-1-1: New Technologies &
Standards in the PSAP
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.
Policy, & Governance | Accountability in a Time of Transition
"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.
Challenges | Wireless Location Accuracy: Moving Forward
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.
Taking & Processing | Telematics & 9-1-1 Center Interaction
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
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
Topics | Kari's Law: Direct-Dial 9-1-1 Access From
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.
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!
& Management | What? You're Assigning Me the
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.
Management & Operations | Monitoring & Managing Overall NG9-1-1
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.
Technology & Infrastructure | Goldilocks & the Three I’s
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.
Policy, & Governance | Early Adopter Lessons on Planning &
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.
Challenges | Voice Over WiFi, & Advances in Wireless
9-1-1 Location Support
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.
Taking & Processing | Dealing
With Suicidal Texters
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
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
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.
Skills | Do
Sweat the Small Stuff
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.
& Management | Succession Planning: More Than Just a Catch
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.
Management & Operations | Managing NG9-1-1 Service at the State,
Region/County, & PSAP Levels
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.
Technology & Infrastructure | Routing 9-1-1 Calls to NG9-1-1 Systems
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.
Policy, & Governance | The National Emergency Communications Plan
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
Challenges | 3D Location: Altitude’s Future in 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