
October 10-12, 2016 | Hilton Columbus Downtown | Columbus, OH
Three days of industry-best training courses for 9-1-1 professionals
Register | Housing | Event Brochure | Schedule | Travel Discounts
Pricing | Standards & Best Practices Conference | Critical Issues Forum
NENA
Center Training Officer Program | Monday, October 10 –
Wednesday, October 12 | 8:30AM – 5:00PM each day
In the PSAP, people are your most important
resource. The NENA Center Training Officer (CTO) Program provides you with the
proper framework to train your new employees, which leads to better performance
and higher retention rates. The course covers proper documentation of
performance, evaluation of performance, setting milestones, and developing a
plan for trainee success. CTO software with the exclusive NENA Daily
Observation Report template is provided by Agency360 Public Safety Software.
9-1-1 Customer Service:
Takes Seconds, Saves Minutes | Monday, October 10 | 8:30AM – 5:00PM
In
the world of 9-1-1, the term customer service takes on a completely new
meaning. "Customers” range from those calling 9-1-1 to report an emergency, to
those that we send out in response to a request for help, and beyond. This
course discusses and demonstrates customer service methods that may take call
takers a few extra seconds, but in the end will save minutes by creating an
environment of efficiency between the caller, the call taker, and responders.
Attendees won’t just focus on being polite and compliant, but will learn how to
provide the appropriate level of customer service in the most professional
manner possible.
Liability Issues in the
9-1-1 Center | Tuesday,
October 11 | 8:30AM – 5:00PM
This
course provides practical suggestions on limiting PSAP personnel and 9-1-1
center liability. Lessons learned from court cases are used to provide examples
of procedural violations that formed the basis of lawsuits against PSAPs. The
hiring and management of personnel and dispatch center operations are examined
from the standpoint of compliance with federal and state laws that regulate
these areas. Finally, the concept of privacy in the dispatch center will be
evaluated from a constitutional perspective and in light of the many rules
governing the confidentiality of medical information.
Disability
Awareness Training for 9-1-1 Telecommunicators | Wednesday, October 12 | 8:30AM – 5:00PM
Presented
in partnership with Niagara University. This course brings
together education on disabilities while enhancing sensitivity. The class
includes definitions, etiquette and interaction skills, the disabled
perspective, information on impairments, and current trends and topics, all
relevant to 9-1-1 call takers and dispatchers. This unique training
provides attendees a greater understanding of the challenges faced by the disabled
community when using 9-1-1, techniques to process these calls, and insight into
potential impacts on dispatch and response.