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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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NDC Working Session Topics
Select a topic to jump to those sessions:


Below are many topics that will be addressed during the NDC. Stay tuned for updates and additional details (including session times) in the coming weeks...


GIS & Data

The Basics of GIS & NG9-1-1 (Mon, 10:15AM - 12:00PM)

This session introduces attendees to the basics of NG9-1-1 and the role GIS data plays within NG9-1-1 for validating civic locations, call routing, call handling, and public safety dispatch. New attendees, or those unfamiliar with GIS and NG9-1-1, will come to understand basic concepts of both and how they work together.

Transitioning Data Processes from Legacy Systems to NG9-1-1 (Tue, 3:15PM - 4:00 PM & 4:15PM - 5:00PM)

How do existing operational processes that support today’s E9-1-1 systems compare to the relevant processes in NG9-1-1? This session seeks to compare the processes, provide examples, and request participant input for additional examples.

Preparing GIS Data for NG9-1-1 (Mon, 2:15PM - 3:00PM, 3:15PM - 4:00PM, & 4:15PM - 5:00PM)

What does one need to do to their GIS data in preparation of NG9-1-1 deployment? What steps can one take to ensure their data will meet today’s E9-1-1 needs and be ready for tomorrow’s systems? This session aims to put together a recommended checklist for answering these questions.

Harmonizing Data (Wed, 10:45AM - 11:30AM & 11:45AM - 12:30PM)

This session provides a high-level overview and comparison of the Civic Location Data eXchange Format (CLDXF), the Presence Information Data Document Location Object (PIDF-LO), and the NG9-1-1 GIS Data Model.

Data Layers in Support of NG9-1-1 Dispatch (Tue, 8:00AM - 9:00AM, 9:15AM - 10:00AM, & 10:15AM - 11:00AM)

9-1-1 call taking and dispatching often require atypical location information, such as trails, beaches, walking paths, marinas, and navigable waterways. This interactive session opens discussion of the "non-traditional” GIS data that is beneficial to 9-1-1 call taking and dispatching, with the goal of creating a working group to produce a new NENA document.

The Hitchhiker’s Guide to NENA GIS (Mon, 1:15PM - 2:00PM)

Working toward a comprehensive document highlighting all NG9-1-1 related NENA GIS work, attendees will be introduced to existing NENA standards and documents related to GIS, discuss existing gaps, and work to identify best practices.

ECRF/LVF Document Development (Tue, 11:15AM - 12:00PM & 1:15PM - 2:00PM)

This interactive working session features discussion to continue the development of open items within the Provisioning and Maintenance of GIS Data to ECRF/LVF draft document.

Care & Feeding of NG9-1-1 (Wed, 10:45AM - 11:30AM)

NG9-1-1 will change how mapping data is received and processed. This session will begin the work on an NENA Information Document to help PSAP administrators understand and plan for these changes. Questions to be addressed include: What operations issues will PSAPs face when location validation, call routing, and other aspects of 9-1-1 and public safety will depend on accurate and current map data within NG9-1-1? What are the daily operations issues that may be resolved or compounded by NG9-1-1?


HR, Training, & Education

PSAP Staffing & Scheduling (Mon, 10:15AM - 12:00PM, 1:15PM - 2:00PM, 2:15PM - 3:00PM, 3:15 - 4:00PM, & 4:15 - 5:00PM; Tue, 8:00AM - 9:00AM)

Attendees will discuss the merits of various scheduling methods/systems and continue work on the Staffing Information Document, designed to provide scheduling options for PSAPs of all sizes.

Morale & Stress Management Best Practices(Tue, 9:15AM - 10:00AM, 10:15AM - 11:00AM, & 11:15AM - 12:00PM)

Attendees will collaborate on a wide range of issues including: Managing morale in public safety, developing stress management programs, family issues, and the effect of on-the-job stress at home.

Promoting Professionalism in the PSAP (Tue, 1:15PM - 2:00PM, 2:15PM - 3:00PM, 3:15PM - 4:00PM, & 4:15PM - 5:00PM; Wed, 8:30AM - 9:30AM & 9:45AM - 10:30AM)

Why is it that the last people to see telecommunicators as professionals are the telecommunicators themselves? Attendees will begin to develop a strategy to promote public safety communications as a profession. This work will examine recruitment, retention, career ladders, and other methods of promoting career advancement and the cultivation of a professional attitude.

Text Messaging & Multimedia in the PSAP (Mon, 10:15AM - 12:00PM)

While technical work regarding text messaging for emergency reporting is ongoing, it has become increasingly important to tackle various operationally-focused aspects of the issue, such as implementing diverse text messaging solutions (prior to national reliable availability), training call takers to handle these requests for service, and educating the public about their availability and proper use. This working session focuses on further exploring these topics and developing new resources.

Overcoming the Challenge of NSI Phones (Tue, 9:15AM - 10:00AM)

Many advocacy and community groups sell or promote the use of inactive cellular phones. While the FCC requires that these devices are able to dial 9-1-1, PSAPs nationwide are finding them a challenge to deal with. This session examines existing NSI education programs and participants will work to develop additional resources for 9-1-1 entities experiencing problems with these devices.

Educating the Special Needs Community (Wed, 8:30AM - 9:30AM & 9:45AM - 10:30AM)

There are many unique differences to consider when educating children and adults with Down Syndrome, Autism, and other special needs. This session spotlights recently developed program case studies and features audience discussion and brain storming around modifying or enhancing current public education programs to include information for individuals with special needs.


Interoperability

Relay Center Training & Stress Management (Tue, 1:15PM - 2:00PM)

Sign language interpreters working for Video Relay Service (VRS) providers often must handle emergency calls. Since these calls include live video, it is important that the call centers have robust stress management resources for employees, including preparatory training; critical call debriefing; and a program to help prevent, identify, and treat various kinds of stress, including Post Traumatic Stress Disorder (PTSD). This session focuses on developing recommendations and requirements for such programs, using the existing 9-1-1 personnel stress management standard as a starting point.

Location Information for Relay Services (Mon, 3:15PM - 4:00PM)

For VRS and IP-Relay users (e.g. deaf, deaf-blind, hard-of-hearing, speech-impaired), reporting an emergency involves contacting a VRS or IP-Relay provider who then must verify the emergency and its location before connecting the call to a 9-1-1 center. If the caller's location has been registered with the provider in advance (and maintained), the process time is shortened considerably. This working session focuses on improving location information transfers for both video and text messaging using VRS and IP-Relay.

NENA’s NG9-1-1 Industry Collaboration Events (Tue, 11:15AM - 12:00PM)

This session features an in-depth review of NENA’s ICE program and discussion of lessons learned from the interoperability testing process and ICE’s benefit to 9-1-1 stakeholders.

Introduction to IMS interconnection (Wed, 11:45AM - 12:30PM & 12:45PM - 1:30PM)

Attendees will learn about IP Multimedia Subsystems (IMS) and discuss how they interact with NG9-1-1 elements.

NG9-1-1 Policy Checklist (Wed, 10:45AM - 11:30AM)

Participants will review and suggest updates for the policy checklist developed by NENA's Next Generation Partner Program, a vital tool that helps 9-1-1 professionals gauge their state’s regulatory and legislative readiness for NG9-1-1 and identify potential barriers to implementation.

NG9-1-1 Transition Clarification (Tue, 2:15PM - 3:00PM)

This session provides clarification on NG9-1-1 and i3-related transition issues, specifically those involving the Legacy Network Gateway (LNG), Legacy Selective Router Gateway (LSRG) and Legacy PSAP Gateway (LPG).

4G Wireless Routing (Mon, 4:15PM - 5:00PM)

This important breakout provides information and solicits feedback on acquiring caller related location and other data supporting the routing of 4G wireless calls in an i3 environment.

The Emergency Incident Data Document & the National Information Exchange Model (Mon, 2:15PM - 3:00PM)

This session focuses on the data elements included in the Emergency Incident Data Document (EIDD), which is advancing as the standard for exchanging incident related information in NG9-1-1. The presentation includes a description the EIDD’s relationship to the National Information Exchange Model (NIEM) and the work of NENA, APCO, and IJIS in creating the EIDD.


New Devices, Sensors, & Call Centers

Public & Private Call Center Interaction Part I: Overview (Tue, 4:15PM - 5:00PM)

This session provides an overview of what work is expected to be accomplished within several sessions throughout the NDC related to new devices, sensors, smart phone applications, and third-party call centers. Included will be a discussion of the NENA/APCO operations focus group program that assists companies in the development of new or updated devices, sensors, and applications.

Public & Private Call Center Interaction Part II: Standards, Requirements, & Recommendations (Wed, 8:30AM - 9:30AM & 9:45AM - 10:30AM)

Increasing numbers of third-party call centers are interacting PSAPs. This necessitates that these centers be well managed, have a more consistent level of training, and use protocols. This session focuses on determining what training requirements and recommendations should be established for call transfers, call handling, stress management, morale, and quality assurance.

Public & Private Call Center Interaction Part III: SOPs (Wed, 10:45AM - 11:30AM)

Considering the wide array of third-party call centers interacting with 9-1-1, it is important that Standard Operating Procedures (SOP) be developed. This session will continue the ongoing work of developing standardized recommendations and requirements, regardless of the diversity of products or services which may be involved.

Standardizing Call Taker Interactions with Third-Party Call Centers (Wed, 11:45AM - 12:30PM & 12:45PM - 1:30PM)

With the diverse nature of services offered by third-party call centers, particularly for vehicle telematics and for personal devices and sensors, it is becoming increasingly important to standardize communications so that telecommunicators know what data or information may be available and how to obtain it. This session concentrates on working to identify where operational standardization can be developed and implemented to simplify human information exchange processes across increasingly diverse services and platforms.

Device-Provided Data in the PSAP (Tue, 1:15PM - 2:00PM, 2:15PM - 3:00PM, & 3:15PM - 4:00PM)

Many devices, sensors, and smart phone applications are capable of connecting to 9-1-1 and providing data without the use of an intermediary (e.g. a third-party call center). For example, latitude and longitude may be provided by auto-voice after a call taker activates a query. Additional data such as this needs to have some degree of standardization across platforms to ensure ease of access by telecommunicators. Attendees will begin the process of developing requirements and recommendations leading to operational standardization in this area.

Devices & Sensors Part I: PSAP Integration (Mon, 10:15AM - 12:00PM, 1:15PM - 2:00PM, 2:15PM - 3:00PM, & 3:15PM - 4:00PM)

In this session, PSAP managers and supervisors will collaborate with device developers to determine the best ways to test and deploy new sensors and services. Attendees will begin developing a standard method of integrating devices and sensors into the PSAP.

Devices & Sensors Part II: Operational Guidance (Mon, 4:15PM - 5:00PM; Tue, 8:00AM - 9:00AM, 9:15AM - 10:00AM, 10:15AM - 11:00AM, & 11:15AM - 12:00PM)

A continuation from Part I, attendees will work to develop an informational document that provides guidance regarding operational impacts of devices and sensors in the PSAP.

Sharing Connectivity (Tue, 8:00AM - 9:00AM)

In developing 9-1-1 service that included connectivity between wireline central/end offices to selective routers, an accurate accounting of customers/connections served was key. With more companies and increasingly diverse services (e.g. VoIP, telematics, VRS), sharing connectivity between an emergency services gateway (ESGW) and selective routers, that same concept needs to be considered to ensure reliable access to 9-1-1. Attendees will help develop a plan of action to tackle this topic going forward and ensure that various services have the necessary grade of service provided for their customers.


NG9-1-1 Management

PSAP Standard Priorities (Mon, 10:15AM - 12:00PM)

This session begins with summary of the NG9-1-1 PSAP Technical Requirements Document. From there, discussion will focus on identifying and prioritizing follow-up standards development and other related future activities.

Responder Data Interface (Mon, 1:15PM - 2:00PM)

Panelists and audience members will discuss concepts and possible data interfaces for supporting inter-agency dispatch, focusing on the kinds of data that responders need, how to deliver it, and what information needs to be returned to PSAPs from responders.

NENA’s Go-to-Guide for Overall NG9-1-1 System Management for 9-1-1 Authorities & PSAP Managers (Tue, 8:00AM - 9:00AM)

Attendees of this session will review and provide input on the draft Go-to handbook, which is a compilation of materials and resources germane to the management aspects of NG9-1-1, including planning, procurement, deployment, testing, and operations issues.

Policy Routing Function Document Review (Tue, 2:15PM - 3:00PM)

This session features open discussion of the Policy Routing Rules (draft) document in order to capture attendees input on how to best utilize policy routing rules in NG9-1-1. The documented outcome of this session will serve as the basis for the development of best practices related to the development and management of policy rules.

NG9-1-1 Discrepancy Reporting (Wed, 12:45PM - 1:30PM)

The NENA Discrepancy Reporting and Auditing workgroup invites attendees to a review and discussion of discrepancy reporting, situational examples, report components, and discrepancy resolution in NG9-1-1.

Additional Data Document Action Plan (Wed, 8:30AM - 9:30AM & 9:45AM - 10:30AM)

This session examines the additional data that may be available with requests for service in NG9-1-1 relating to the call itself, the call location, the caller, and the PSAP. Discussion will focus on resolving or advancing outstanding issues related to the NENA NG9-1-1 Additional Data Standard.

NG9-1-1 Education (Mon, 4:15PM - 5:00PM; Tue, 1:15PM - 2:00PM)

This session focuses on NG9-1-1 stakeholder educational resources and associated communications plans, with facilitators seeking input from attendees who have local or regional education materials available or in development. An emphasis will be placed on identifying priorities for NG9-1-1 educational materials that can be developed by NENA and/or APCO.

SOPs for NG9-1-1 (Wed, 8:30AM - 9:30AM & 9:45AM - 10:30AM)

Participants will hear an overview of current PSAP and 9-1-1 Authority SOPs that have been reviewed for the applicability (or lack thereof) in NG9-1-1, as well as which SOP subject-areas have been identified for development work. Attendees will provide input on both categories and identify additional needs based on their expectations, concerns, and experiences.

Security Issues (Mon, 2:15PM - 3:00PM)

Participants will discuss NG-SEC-related topics, including how cyber-threats may impact ESInets and related systems and what preventative measures can be taken.

TDM & SS7 to SIP: Lessons Learned (Tue, 9:15AM - 10:00AM & 10:15AM - 11:00AM)

This session features discussion of production experience in integrating SS7 into a SIP ESInet environment.

The i3 Standard v2 (Tue, 1:15PM - 2:00PM)

This session provides attendees with an overview of the second version of the i3 document. What has changed? What has been added? Attend to find out!

Emergency Services IP Network Design Public Forum (Tue, 3:15PM - 4:00PM & 4:15PM - 5:00PM)

The Emergency Services IP Network Design (ESIND) document is the guiding reference for the design and engineering of an ESInet capable of supporting i3 functional elements. This session is loaded with information on ESInet design and engineering best practices specifically oriented for NG9-1-1.

Location Determination Expectations (Wed, 11:45AM - 12:30PM &12:45PM - 1:30PM)

Attendees will discuss location in NG9-1-1 and what elements of location are important to efficient call handling in an i3 environment. The output of this session will form a baseline of understanding and considerations required when describing location and location related services.

i3 101 (Mon, 3:15PM - 4:00PM)

Need an overview of i3? Attend this session for an interactive discussion around the logic of i3, how it works, and how it fits into NG9-1-1.


Social Media

Social Media: An Introduction (Mon, 10:15AM - 12:00PM)

This session features an update on the social media work already done and provided in a NENA Operations Issues Document, followed by a discussion of next steps and future work. Also, attendees will be provided with information on subsequent sessions and issues to be addressed in this critical subject area.

Social Networking by 9-1-1 Personnel (Mon, 1:15PM - 2:00PM & 2:15PM - 3:00PM)

Hundreds of millions of people connect to social networks each day, so chances are that your coworkers in the 9-1-1 center are using them on the job or are posting about work in their off-duty hours. How should employers handle this? Attend to help work on requirements and recommendations related to public safety personnel using social media and how any potential negative impact can be minimized.

Using Social Media for General Public Messaging (Tue, 2:15PM - 3:00PM, 3:15PM - 4:00PM, & 4:15PM - 5:00PM)

PSAPs can use social media in a wide range of non-emergency situations. Attendees of this interactive session will examine both what is already available and add to that list with input from attendees. Session work will also include developing resources for PSAPs to use in building their own social media plan.

Public Alerting via Social Networks (Mon, 3:15PM - 4:00PM & 4:15PM - 5:00PM; Tue, 8:00AM - 9:00AM)

Using social media to notify the public about community emergencies (similar to emergency phone notification systems) has significant value. This working session will begin development of recommendations for various categories of alerts that could be delivered via social media, along with the protocols necessary for activating such alerts.

Using Social Media as a Resource in Missing Children Incidents (Wed, 8:30AM - 9:30AM, 9:45AM - 10:30AM, 10:45AM - 11:30AM, & 11:45AM - 12:30PM)

How can social media be used by call takers and dispatchers to help find missing children? From the posting of pictures or biographical data to hundreds of ‘friends’ or followers by parents in the initial minutes following an incident, to the utilization by public safety agencies within a geographic area, social networks can be valuable assets in the search for a missing child. This session continues work on this important topic. Attendees will assist in developing a revision to the ANSI Standard (1.101.1-2010) for Public Safety Telecommunicators Responding to Calls of Missing, Abducted, and Sexually Abused Children that will define model policies for using information from social media to protect children. 

Social Networking Best Practices: Using Social Media to Reduce Call Volume (Tue, 9:15AM - 10:00AM, 10:15AM - 11:00AM, & 11:15AM - 12:00PM)

Attendees will work on several projects related to the use of social media to improve mass-communications and reduce calls during critical incidents. A best practices document will impart the experience of agencies that are currently utilizing social media, and attendees will begin development of a social media planning document to provide PSAPs with a template for the operational uses of social media.

 

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