NENA 2012 Thursday Seminars
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Train-the-Trainer: Call Center Best Practices in Handling Calls of Missing & Exploited Children
Thursday, June 14 | 9:00AM – 5:00PM
This workshop is for public safety professionals who are directly responsible for the training and ongoing operational competencies of 9-1-1 telecommunicators. Attendees will learn how their PSAP can adopt national standard ANS 1.101.1-207 that defines the role of telecommunicators in response to calls about missing, abducted, and/or sexually exploited children. The curriculum is delivered through a combination of lecture and group interaction regarding: history, scope and scale, model policy, best practices for effective response, availability and use of resources, call intake analysis applications, and action planning strategies.
At the end of the day, public safety telecommunications trainers will have a thorough understanding and functional working knowledge of the ANSI standard and the complementary Call Taker’s Guide. Participants will be provided assistance in developing an action plan for incorporating training material from this course into their organization’s telecommunicator training program.

 Time to Act: The 9-1-1 Center & Missing Kids
Thursday, June 14 | 9:00AM – 5:00PM
Is your 9-1-1 Center ready to handle the call for a missing or exploited child? There is now a national standard for 9-1-1 best practices for these calls, established in collaboration between NCMEC, NENA, NAED, APCO, and Amber Alert. Find out what it takes to bring your call center into compliance. Designed for PSAP directors, managers, and others in leadership roles, participation meets one of the key requirements towards a 9-1-1 Center to becoming a recognized NCMEC partner.
This comprehensive course provides a compelling overview of the issue, looking at the legal, social, and healthcare implications of kidnapped children and runaways, as well as the important role of 9-1-1 and the initial emergency response.
Those who have attended this course in the past have said it is not only informative, but highly motivational. Key faculty from the National Center for Missing & Exploited Children will take you through an inside look at the issues from the perspective of those who assist with thousands of cases each year.

Advanced Crisis Communications Strategies for Public Safety Communications Supervisors
Thursday, June 14 | 9:00AM – 5:00PM
This course provides Public Safety Communications Supervisors/managers with the crisis communications skills needed to effectively respond to media and public inquiries regarding 9-1-1 center operations, as well as to communicate effectively within their chain of command during emergency situations.
The goal of this course is to enhance the crisis communications skills of individuals in supervisory, management and administrative positions related to 9-1-1 operations by providing them with the data and tools needed to effectively respond to media and public inquiries regarding 9-1-1 operations.
Within the context of this course, "crisis communications” is defined as the delivery of timely and accurate information to the public during a public safety emergency to offset rumor, minimize confusion and protect life, property and the environment. In so doing, effective crisis communications maintain confidence in and protect and enhance the reputation of emergency services organizations and personnel.