NENA Education Summit Columbus
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October 10-12, 2016 | Hilton Columbus Downtown | Columbus, OH

Three days of industry-best training courses for 9-1-1 professionals

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PricingStandards & Best Practices ConferenceCritical Issues Forum

NENA Center Training Officer Program | Monday, October 10 – Wednesday, October 12 | 8:30AM – 5:00PM each day
In the PSAP, people are your most important resource. The 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.

9-1-1 Customer Service: Takes Seconds, Saves Minutes | Monday, October 10 | 8:30AM – 5:00PM
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.

Liability Issues in the 9-1-1 Center | Tuesday, October 11 | 8:30AM – 5:00PM
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.

Disability Awareness Training for 9-1-1 Telecommunicators | Wednesday, October 12 | 8:30AM – 5:00PM
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.