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4/21/2014 » 4/25/2014
Indiana NENA/APCO Conference

4/30/2014
Webinar Wednesday - Customer Service: Takes Seconds, Saves Minutes

5/12/2014 » 5/16/2014
Center Manager Certification Program - Washington

5/18/2014
Change Management in 9-1-1

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Agenda

Sunday, February 5



8:00AM – 4:30PMRegistration
8:30AM – 4:30PMPre-Conference Course
Transition to Next Generation 9-1-1

5:00PM – 6:00PMWelcome Reception



Monday, February 6



7:30AM – 5:00PMRegistration
8:00AM – 10:00AMOpening Session

10:15AM – 12:00PM Working Sessions
  • The Basics of GIS & NG9-1-1
  • Social Media: An Introduction
  • PSAP Standard Priorities
  • Devices & Sensors Part I: PSAP Integration
  • PSAP Staffing & Scheduling
  • Text Messaging & Multimedia in the PSAP

12:00PM – 1:00PMLunch (provided by NENA)
1:15PM – 2:00PMWorking Sessions
  • The Hitchhiker’s Guide to NENA GIS
  • Social Networking by 9-1-1 Personnel
  • Responder Data Interface
  • Devices & Sensors Part I: PSAP Integration (cont'd)
  • PSAP Staffing & Scheduling (cont'd)
2:15PM – 3:00PMWorking Sessions
  • Preparing GIS Data for NG9-1-1
  • Social Networking by 9-1-1 Personnel (cont'd)
  • The Emergency Incident Data Document & NIEM
  • Devices & Sensors Part I: PSAP Integration (cont'd)
  • PSAP Staffing & Scheduling (cont'd)
  • Security Issues
3:15PM – 4:00PM Working Sessions
  • Preparing GIS Data for NG9-1-1 (cont'd)
  • Public Alerting via Social Networks
  • i3 101
  • Devices & Sensors Part I: PSAP Integration (cont'd)
  • PSAP Staffing & Scheduling (cont'd)
  • Location Information for Relay Services
4:15PM – 5:00PMWorking Sessions
  • Preparing GIS Data for NG9-1-1 (cont'd)
  • Public Alerting via Social Networks (cont'd)
  • NG9-1-1 Education
  • Devices & Sensors Part II: Operational Guidance
  • PSAP Staffing & Scheduling (cont'd)
  • 4G Wireless Call Routing

Tuesday, February 7



7:30AM – 12:00PMRegistration
8:00AM – 9:00AMWorking Sessions
  • Data Layers in Support of NG9-1-1 Dispatch
  • Public Alerting via Social Networks (cont'd)
  • NENA’s Go-to-Guide for Overall NG9-1-1 System Management
    for 9-1-1 Authorities & PSAP Managers
  • Devices & Sensors Part II: Operational Guidance (cont'd)
  • PSAP Staffing & Scheduling (cont'd)
  • Sharing Connectivity
9:15AM – 10:00AM
Working Sessions
  • Data Layers in Support of NG9-1-1 Dispatch (cont'd)
  • Social Networking Best Practices: Using Social Media to
    Reduce
    Call Volume
  • TDM & SS7 to SIP: Lessons Learned
  • Devices & Sensors Part II: Operational Guidance (cont'd)
  • Morale & Stress Management Best Practices
  • Overcoming the Challenge of NSI Phones
10:15AM – 11:00AM
Working Sessions
  • Data Layers in Support of NG9-1-1 Dispatch (cont'd)
  • Social Networking Best Practices: Using Social Media to
    Reduce
    Call Volume (cont'd)
  • TDM & SS7 to SIP: Lessons Learned (cont'd)
  • Devices & Sensors Part II: Operational Guidance (cont'd)
  • Morale & Stress Management Best Practices (cont'd)
11:15AM – 12:00PMWorking Sessions
  • ECRF/LVF Document Development
  • Social Networking Best Practices: Using Social Media to
    Reduce Call Volume (cont'd)
  • NENA’s NG9-1-1 Industry Collaboration Events
  • Devices & Sensors Part II: Operational Guidance (cont'd)
  • Morale & Stress Management Best Practices (cont'd)

12:00PM – 1:00PMLunch (on your own)
1:15PM – 2:00PMWorking Sessions
  • ECRF/LVF Document Development (cont'd)
  • NG9-1-1 Education (cont'd)
  • The i3 Standard v2
  • Device-Provided Data in the PSAP
  • Promoting Professionalism in the PSAP
  • Relay Center Training & Stress Management

2:15PM – 3:00PM
Working Sessions
  • ECRF/LVF Document Development (cont'd)
  • Using Social Media for General Public Messaging
  • Policy Routing Function Document Review
  • Device-Provided Data in the PSAP (cont'd)
  • Promoting Professionalism in the PSAP (cont'd)
  • NG9-1-1 Transition Clarification
3:15PM – 4:00PM
Working Sessions
  • Transitioning Data Processes from Legacy Systems
    to NG9-1-1
  • Using Social Media for General Public Messaging (cont'd)
  • Emergency Services IP Network Design Public Forum
  • Device-Provided Data in the PSAP (cont'd)
  • Promoting Professionalism in the PSAP (cont'd)
  • Site / Structure Location Placement (e.g. Address Points)
4:15PM – 5:00PM
Working Sessions
  • Transitioning Data Processes from Legacy Systems
    to NG9-1-1 (cont'd)
  • Using Social Media for General Public Messaging (cont'd)
  • Emergency Services IP Network Design Public Forum (cont'd)
  • Public & Private Call Center Interaction Part I: Overview 
  • Promoting Professionalism in the PSAP (cont'd)
  • Site / Structure Location Placement (e.g. Address Points)
    (cont'd)

Wednesday, February 8



8:30AM – 9:30AMWorking Sessions
  • Additional Data Document Action Plan
  • Using Social Media as a Resource in Missing Children
    Incidents
  • SOPs for NG9-1-1 
  • Public & Private Call Center Interaction Part II: Standards,
    Requirements & Recommendations
  • Promoting Professionalism in the PSAP (cont'd)
  • Educating the Special Needs Community

9:45AM – 10:30AM Working Sessions
  • Additional Data Document Action Plan (cont'd)
  • Using Social Media as a Resource in Missing Children
    Incidents (cont'd)
  • SOPs for NG9-1-1 (cont'd) 
  • Public & Private Call Center Interaction Part II: Standards,
    Requirements & Recommendations (cont'd)
  • Promoting Professionalism in the PSAP (cont'd)
  • Educating the Special Needs Community (cont'd)

10:45AM – 11:30AM
Working Sessions
  • Harmonizing Data
  • Using Social Media as a Resource in Missing Children
    Incidents (cont'd)
  • Care & Feeding of NG9-1-1
  • Public & Private Call Center Interaction Part III: SOPs 
  • NG9-1-1 Policy Checklist

11:45AM – 12:30PM
Working Sessions
  • Harmonizing Data (cont'd)
  • Using Social Media as a Resource in Missing Children
    Incidents (cont'd)
  • Location Determination Expectations
  • Standardizing Call Taker Interactions with Third-Party
    Call Centers
  • Introduction to IMS interconnection

12:45PM – 1:30PM
Working Sessions
  • NG9-1-1 Discrepancy Reporting
  • Location Determination Expectations (cont’d)
  • Standardizing Call Taker Interactions with Third-Party
    Call Centers (cont’d) 
  • Introduction to IMS interconnection (cont'd)

2:00PMDevelopment Conference adjourns

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