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CIF Managing & Leading the NG PSAP Sessions
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CIF Focus Area: Leading & Managing the NG9-1-1 PSAP
Implementing new technologies, managing increasingly strained budgets, and addressing the staffing needs that impact many of the nation’s PSAPs are just a few of the significant challenges faced by those who manage 9-1-1 centers. Tack on things like video-to-9-1-1, new data sources, and consolidation, and it’s starting to seem like a whole new world for PSAP personnel.

This track of NENA’s CIF focuses on how to address these issues and provides attendees with the techniques and strategies they need to manage the challenges to come. The future of 9-1-1 will not be simple; but it can and will be successful! In these interactive and informative sessions, attendees will collaborate on the way forward for 9-1-1 in the face of the new technologies, systems, and operational realities that we must turn from challenges into opportunities.

Session One: Designing the NG9-1-1 Future
What exactly is NG9-1-1 and what does that mean for the PSAP? This session explores the evolving role of the PSAP in the emergency response ecosystem, examines technologies of today and tomorrow that will shape 9-1-1’s future, and introduces attendees to tools and techniques that can ensure PSAP technology- and operations-resources are future-proofed. Presentations include:

  • The Changing Role of the PSAP
  • The PSAP as a Command, Control, and Information Center
  • Situational Awareness in the PSAP
  • Resource Management in the PSAP

Session Two: Mapping the NG9-1-1 Future
GIS is a critical piece of NG9-1-1. Attendees will learn about the evolving role of GIS and examine why regional cooperation and approaches are essential in an NG-environment. Further discuss focuses on location services and the ongoing efforts to improve accuracy to get to the "dispatchable address” gold standard. Presentations include:

  • GIS: Mission Critical for NG9-1-1
  • GIS For NG9-1-1: Critical Issues and Concerns
  • Location Accuracy, Today and Tomorrow

Session Three: Leading the NG9-1-1 Future
What have early adopters done right – and done wrong? Hear from NG9-1-1 trailblazers about their experiences with modernizing 9-1-1 and how they achieved it through forward-thinking leadership, passing significant legislation, and building successful coalitions. Presentations include:

  • A State Success Story: Indiana
  • The Ohio Approach to NG9-1-1
  • It Starts With Relationships

Session Four: An NG9-1-1 Future That Works
For NG9-1-1 to live up to its true promise, it needs to work for everyone – from those under the headsets to those who are making calls for help. Attendees will learn about how to measure – and improve – call taker performance, discuss what the next steps are now that minimum training guidelines have been established, and examine new technologies that can help ensure 9-1-1 is meeting the needs of all citizens. Presentations include:

  • Performance Metrics & Minimum Standards: Setting the Bar
  • Special Needs Populations in the NG9-1-1 Environment
  • Beyond Minimum Training Guidelines

Session Five: The Human Future of 9-1-1
It doesn’t matter if you have the latest and greatest technology if you don’t have the people to operate it! However, the employees you have now, as well as those you’ll be hiring in the future, need to be prepared for the evolving roles and responsibilities in the NG PSAP. This session highlights advances already underway to ensure improved human factors success in all types of public safety organizations, including hiring best practices and the cultivation of the next generation of 9-1-1 leaders. Presentations include:

  • Finding the Right People Through Data
  • Hiring, Promoting, and Retaining for an NG World
  • Essential Qualities: Leadership, Change Management, and More
  • Cultivating an NG-Focused Organizational Culture

Session Six: The Future Beyond 9-1-1
Apps and other non-traditional methods of connecting the public to 9-1-1 are only increasing in visibility and importance to the 9-1-1 system; they are certain to be a vital piece of the future of 9-1-1. This session provides critical insights into how to integrate these providers into the public safety network, identifies potential issues to be on the lookout for, and highlights successes that have been achieved through public-private partnership. Presentations include:

  • Apps and More: The Changing Way the Public Interacts With 9-1-1
  • The App Explosion: British Style

Session Seven: Connecting the Future
NG’s many technological advances provide new opportunities and make us rethink the way fundamental 9-1-1 components are services are implemented and operated. Learn how to shift your perceptions about what 9-1-1 is and can be by examining some of the sea-change impacts of NG9-1-1 on the PSAP’s daily operations. Presentations include:

  • Linking CAD Through Public Partnerships
  • The Future of Logging and Recording
  • The Bigger Picture: Integrated Systems for Public Safety

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