NENA 2014 Pre-Conference Courses
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NENA 2014 features our five-day Center Manager Certification Program, as well as nine one-day and two-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. 

Center Manager Certification Program
Wednesday, June 11 – Sunday, June 15 | Wed – Fri, Sun 8:30AM – 4:30PM | Sat 10:30AM – 6:30PM

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.

Two-Day Course | Saturday, June 14 (10:30 AM – 6:30 PM) and Sunday, June 15 (8:30 AM – 4:30 PM)

SOP Development: Refining & Enhancing Your 9-1-1 Center
During this two-day course, lecture will be combined with personal and small and large group work as we examine the difference between policies, procedures, and guidelines while reviewing accreditation, standards, and best practices that drive your particular agency’s needs. Students will learn the processes involved in developing and maintaining SOPs, and how to effectively organize them to assist staff. There will be opportunities to develop and critique SOPs. As a group, we’ll discuss what Next Generation 9-1-1 will mean to the communications center and begin to identify the SOPs that you may need as the amount of sensitive and often confidential information received in the center increases. Students are encouraged to bring policies that they’d like to review or ones that they’d like to develop.

One-Day Courses | Saturday, June 14 |10:30 AM – 6:30 PM

Interpersonal Skills
One of the most consistent issues experienced in 9-1-1 centers is our ability, or lack thereof, to communicate among ourselves. Join us as we explore key elements for enhancing your communication skills, both personally and professionally. This course provides you with tools for identifying how both verbal and nonverbal communication impact the overall wellbeing of your 9-1-1 center. Each participant will leave class with a strategic plan for improved communication that will ultimately increase the potential for a harmonious work environment.

Supervisory Development: A Guide to Moving Ahead in Your Career
It is a common misconception that in order to be a good manager you need only operational and supervisory experience. While these are assets, there is a great deal more involved in running a PSAP. Public safety communications is a career, and we need new leaders and supervisors in our field. This course helps motivated telecommunicators and first line supervisors understand what opportunities are available, and what they should do to prepare for promotions. Based on the experiences of those who have risen through the ranks, attendees will hear about such diverse and critical topics as management styles, elements necessary for successful PSAP management, and planning and goal setting.

Training the 9-1-1 Trainer
Are you looking for information on how to reach adult learners? Are you in need of fresh strategies to keep your classes interesting? Many who came before you have successfully overcome these issues. How did they do it? Come to this class and learn techniques proven successful in PSAPs around the country to revitalize your 9-1-1 training program. Don’t you think that an instructor should leave every class feeling energized, and every student should go home with a smile on their face? This highly interactive class will provide you with the tools to make this dream a reality and help you be the best trainer that you can be!

One-Day Courses | Sunday, June 15 |8:30 AM – 4:30 PM

Caught in the Middle: A Guide to Middle Management
The heart of management in public safety communications rests on the shoulders of the "middle managers.” This course provides strategies for success for supervisors and managers who are caught in the middle. Real world examples and techniques will be utilized to assist middle managers in understanding the best ways to communicate messages up and down, developing leadership qualities in themselves and mentoring subordinates, and avoiding the land mines that can impact both PSAP operations and career advancement.

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.

Developing a Quality Assurance Program from Call to End of Incident
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.

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.

Understanding Databases in NG9-1-1
NG9-1-1 software and databases are controlled in fundamentally new ways from E9-1-1 and present exciting new opportunities and challenges. This course is geared toward the operational perspective and is designed for managers, supervisors, and administrators. It introduces attendees to the world of NG9-1-1 systems, software, databases, and the data contained therein. Starting with the basics, participants will gain a foundational understanding of the roles each of the many databases play, how they work together, and their basic data requirements. Understanding the roles and capabilities of these different databases in NG9-1-1 will allow agencies to make informed decisions and develop the necessary policies and requirements as they move toward NG9-1-1.