NENA 2012 Pre-Conference Training Courses
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NENA 2012 features ten one-day and two-day Pre-Conference Training 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. Full course descriptions are available at

Two-Day Training Courses - Saturday, June 9 & Sunday, June 10 | 8:30AM – 4:30PM

One-Day Training Courses -  Saturday, June 9 | 8:30AM – 4:30PM

One-Day Training Courses -  Sunday, June 10 | 8:30AM – 4:30PM 

# Achieving Excellence in 9-1-1 Center Management
Saturday, June 9 & Sunday, June 10 | 8:30AM – 4:30PM

The goal of this class is to empower attendees to adopt a new view of their roles as managers, mentors, and team leaders. Students will explore topics including selection and hiring, adult learning, the importance of standard operating procedures, building motivation and morale, problem solving, core values, dealing with non-compliant personnel, corrective strategies, and remediation and re-education. Group activities will give those on hand the tools they need to improve their interviewing skills, create employee action plans, and engage in real-world problem solving.

#Preparing for Next Generation 9-1-1 Databases *NEW FOR 2012*
Saturday, June 9 & Sunday, June 10 | 8:30AM – 4:30PM

Next Generation 9-1-1 is coming, and you (and your database) need to be prepared! But don’t worry; this course will demonstrate how to proactively improve your existing databases, while simultaneously preparing for NG9-1-1. What steps can you take to improve overall database effectiveness in preparation for NG9-1-1? What effect will NG9-1-1’s use of geospatial data (GIS) rather than the MSAG have? How will business rules and policies in your PSAP be affected? These are just a few of the issues that will be discussed in this recently revamped two-day course.

#9-1-1 Center Consolidation
Saturday, June 9 | 8:30AM – 4:30PM

This course is designed to help attendees understand the often difficult and demanding process of consolidating multiple PSAPs into a single, unified communications center. Written based on the experiences of private sector professionals and 9-1-1 center managers who have overseen consolidation projects, the class emphasizes the steps necessary to overcoming the issues that are common to most consolidation efforts. Topics of discussion include the reasons for consolidation, assessing existing conditions, determining a consolidated center’s needs, the goals of consolidation, and project planning.

#Introduction to Next Generation 9-1-1
Saturday, June 9 | 8:30AM – 4:30PM

Next Generation 9-1-1 will revolutionize how the public accesses emergency services and alter the entire technological and operational landscapes under which existing public safety agencies operate. This course is designed to help attendees evaluate both the promise and potential pitfalls of this new system. In addition to addressing how NG9-1-1 will transform the traditional 9-1-1 model, participants will explore the evolution of IP-based communications, transition issues, and NENA’s Next Generation 9-1-1 activities.

#Quality Assurance Beyond Call Taking: Applying QA Principles to Dispatch *NEW FOR 2012*
Saturday, June 9 | 8:30AM – 4:30PM

To date, quality assurance has largely been considered part of the call taking process. So what about dispatch or any processes beyond call taking? This class closes the loop on PSAP best practices by applying QA strategies and principles to the dispatch parts of a call. NENA's hands-on approach gets attendees completely engaged in the methods and practices intended to create agency policies and a dispatch QA template. Utilizing sample recordings and CAD printouts, participants will examine the QA review process, measurement and evaluation tools, supervisor-to-telecommunicator feedback scenarios, and related legal issues.

#Bully Beware: Identifying & Combatting Bullying in the Workplace *NEW FOR 2012*
Sunday, June 10 | 8:30AM – 4:30PM

Bullyingdoesn't just affect those on the receiving end - it impacts the entire workplace. These behaviors that cause hurt and humiliation to others don’t develop overnight, instead they gradually take root and eventually create an unhealthy workplace culture. What can be done to ensure your 9-1-1 Center doesn't fall victim? This course will help you identify bullying behaviors, understand the causes of bullying and the roles people play in bullying situations, and Provide you with information to develop practical, effective strategies for preventing and responding to bullying incidents.

#Communications Center Staffing Workshop
Sunday, June 10 | 8:30AM – 4:30PM
Limited to 20 seats!

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 uses sample data to provide an overview of the NENA Communications Center Staffing Tool, which then enables you determine your center’s staffing needs at a high-level during the class and engage in a detailed staffing assessment when you return to your agency.

#Liability Issues in the 9-1-1 Center
Sunday, June 10 | 8:30AM – 4:30PM

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.

#Managing Your Project Manager *NEW FOR 2012*
Sunday, June 10 | 8:30AM – 4:30PM

With the migration to NG9-1-1 comes a greater need for hands-on, informed project management. Developed by Project Management Professionals (PMP) and 9-1-1 Authority personnel who have administered large-scale public safety projects, this course is designed to give you guidance on project oversight and illustrate the checks and balances necessary for a healthy relationship with your project manager. Come to this class to gain an understanding of your role is in the project management process, the issues you can anticipate throughout the life of the project, and what it takes to successfully manage your project manager.

#Transition to Next Generation 9-1-1
Sunday, June 10 | 8:30AM – 4:30PM

Between budget considerations, technical planning, operational planning, and governance issues, there is great deal to accomplish before an NG9-1-1 system can be fully implemented. But what is your transition plan? Is there an order to move in or a checklist to make sure you do everything that needs to be done? Come to this class and learn some transition strategies for planning your migration to Next Generation 9-1-1. Whether you are going the baby-steps route or looking to do it all at once, we will talk you through the creation of a master plan for this major change that is occurring in our industry.