NENA 2017 Pre-Conference Courses
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NENA 2017 features our three multi-day programs, as well a variety of one-day Pre-Conference Courses designed for 9-1-1 professionals looking to hone their skills in specific areas. These classes are a great way to kick off your conference experience, gain valuable insights into the latest trends and topics in emergency communications, and earn points towards ENP certification and re-certification. 

Texas attendees can receive TCOLE credit for all NENA 2017 pre-conference trainings listed on this page.

Center Manager Certification Program | Tuesday, May 30 - Saturday, June 3 | 8:30AM – 5:00PM each day

NENA’s Center Manager Certification Program (CMCP) equips current, new, and potential PSAP and 9-1-1 authority managers and supervisors with the tools needed to effectively manage their agency through a rigorous 40-hour course of lecture and lab-based education.

The CMCP, unlike many other upper-level emergency communications training programs, utilizes a real-world, hands-on approach that is focused on topics encountered daily by managerial and supervisory level personnel: Business Writing, Financial Management, Human Resources, Legal Issues, and Communications Skills.

With a curriculum built by current and former 9-1-1 center managers with decades of combined supervisory and training experience, the program will provide you with knowledge and skills that can immediately and dramatically improve your on-the-job effectiveness and enhance your agency’s everyday operations.

Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.

Center Supervisor Program | Thursday, June 1 - Saturday, June 3 | 8:30AM – 5:00PM each day
This three-day course gives new supervisors the skills they need to succeed in their positions. Experienced supervisors leave with updated, refreshed skills that further their careers. Using a combination of lecture and practical exercises, students learn the supervisor’s role in HR, tools to get organized, how to effectively make the transition from line-level to supervisor, how to build and lead a team, supervisor-specific communications, conflict resolution, performance evaluations, stress management techniques, and many other skills and tips for their toolbox.

Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.

Center Training Officer Program | Thursday, June 1 - Saturday, June 3 | 8:30AM – 5:00PM each day
In the PSAP, people are your most important resource. The three-day 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.

Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.

One-Day Courses | Saturday, June 3 | 8:30AM – 5:00PM

Communications Center Staffing Workshop
Determining appropriate staffing levels for a PSAP can be difficult. Even more challenging than that can be the task of justifying your findings before a personnel or budgeting authority. Without a detailed, formalized system in place that takes into account call volume and other PSAP-specific data, it is almost impossible to calculate your staffing needs. This hands-on workshop instructs you on the use of the NENA Communications Center Staffing Tool, first using sample data and then using your PSAP’s actual data. You will go home with a better understanding of your center’s staffing needs at a high-level and with the tools necessary to ensure your center is adequately staffed at all times.

Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.

Liability Issues in the 9-1-1 Center
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.

One-Day Courses | Sunday, June 4 | 9:30AM – 6:00PM

CMCP Alumni Seminar
All CMCP graduates are invited to start off the NENA 2017 Conference by attending the CMCP Alumni Seminar! Join CMCP instructors and other industry experts for this interactive, dynamic, and informative review of the latest trends impacting the 9-1-1 industry and its leaders. This pre-con course, exclusive to NENA’s annual conference, provides critical updates for those who have attended the CMCP over the last seven years and offers the opportunity for CMCP alumni to network with their fellow 9-1-1 professionals. Be sure to register early for this this exciting opportunity, as space is limited!

9-1-1 Customer Service: Takes Seconds, Saves Minutes
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.

Cybersecurity in the PSAP
PSAPs around the country are facing cyber-threats almost daily. With the move to NG9-1-1, planning for and implementing cybersecurity measures is critical. In this course, PSAP directors and managers will come to understand what cybersecurity means in the world of 9-1-1; discuss the most severe cyber-risks to public safety; and learn how to develop the policies, procedures, and protocols necessary to prevent and mitigate the damage caused by software viruses and network intrusion attacks.

Disability Awareness Training for 9-1-1 Telecommunicators
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.

Tactical Dispatch for the Telecommunicator
In today’s communication centers, the need for tactical dispatchers is increasing. Agencies are sending their 9-1-1 call takers into the field to a staff communications vehicles for a variety of incidents. In this course, telecommunicators are given the background and training to transition into this different role. Topics include: What is tactical dispatching, factors in deployment, on-scene roles and responsibilities, and proper use of common field communication technology.