NENA 2016 Education & Training Sessions
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Updated 06.07.16.


Monday, June 13

Buzz Sessions | Expo Hall Booth #140

10:15AM – 10:45AM | NG9-1-1 Network Resiliency
Tony Bardo - Hughes Network Systems
With NG9-1-1 adoption on the rise, many states, counties, and municipalities are not accounting for possible network vulnerabilities. Network resiliency needs to be a critical component to any NG9-1-1 system plan and implementation. This discussion will help attendees understand and implement proper network path diversity best practices using a mix of IP-based technologies to ensure maximized network availability to avoid outages, even in disasters.

11:00AM – 11:30AM | How 9-1-1 Language Interpretation Should Be
Michael Bernard - Voiance Language Services
Voiance is a division of CyraCom, and the company is the leading provider of language interpreting services to 9-1-1. Offering hundreds of languages and operating 24/7, the company’s 9-1-1 interpreters are accessible within seconds after selecting a language. Calls to Voiance are serviced in large-scale interpreter centers in the United States.

11:45AM – 12:15PM | How an SD-WAN Can Establish a Failsafe WAN for 9-1-1 Contact Centers
Presented by Talari Network
In this session, presenters will share how an SD-WAN solutions provides added network reliability and non-stop, unimpaired application uptime, even in the face of the network problems. Attendees will also learn how an SD-WAN can take cost-effective, Internet links and make them suitable for mission-critical 9-1-1 systems. A customer case study will provide the details of a SD-WAN deployment for a 9-1-1 provider.

12:30PM – 1:00PM | Global Standards for Next Generation Citizen to Authority Communications
Bill Mertka - Motorola Solutions
The standards and technology transition issues surrounding public requests for assistance are rapidly globalizing. This means that technology, policy, and operational breakthroughs in other areas of the world are now potentially accessible for use by PSAPs in North America. Come hear about standards and technology developments in global citizen to authority communications and how this might affect North American PSAPs in the near future.


Education & Training Sessions | 1:30PM – 2:30PM

Accessibility | Accessible Emergency Alerts for People With Disabilities | 130
Christina Touzet - Georgia Tech Center for Advanced Communications Policy
During an emergency, alerting and warning systems can provide the public with life-saving information quickly. However, research has shown that Wireless Emergency Alerts (WEAs) are not always effective for people with disabilities. Attend to learn about usefulness of WEAs, the current limitations, and potential solutions to improve the receipt of WEAs and increase the likelihood of protective action behavior for people with sensory disabilities.

Call Taking & Processing | Preparing Telecommunicators for Their Next CAD System | 131
Charles Berdan - Smokeater Consulting
No one uses a CAD system more than telecommunicators, yet they either don’t know what they want in a new system, or don’t know that they have a say in which system is chosen. This presentation gives telecommunicators a primer on how to prepare for a new CAD system, as well as reference tools, sources of information, and plain old good ideas.

Data Management & Utilization | Top Ten Reasons You're Not Ready for NG9-1-1 (& How to Fix Them) | 132
Jim Shepard, ENP - 911 Datamaster, Inc
There is a lot more to NG9-1-1 than acquiring infrastructure. The data needed to operate in an NG9-1-1 environment is vastly different than it is in E9-1-1. The simple truth is that most organizations are not ready with their data. We will look at some of the most common data-related pitfalls and explain what you can do, starting TODAY, to avoid them.

Interpersonal Skills | Dealing With Difficult People | 133
Whether they are strangers, co-workers, friends, or family, dealing with difficult people takes a toll on us mentally, emotionally, and physically. Attend this session to learn how we can better understand ourselves, reshape the way we view others, and develop the tools necessary to master this challenge and positively impact job performance and quality of life.

Know Your Association | Getting the Most Out of Your NENA Membership | 134
Bri Robinson - NENA
NENA membership gets you more than a membership card and a quarterly magazine. It offers you outstanding opportunities for training, networking, professional development, personal growth, and so much more. Attend this session and Q&A to learn how to take advantage of everything NENA membership has to offer!

NG9-1-1 Basics | Lights, Camera, NG9-1-1! | 135
Diana Gijselaers - Airbus DS Communications
NG9-1-1 and GIS can be quite the alphabet soup! Join us for a live enacting of the NG9-1-1 call flow, as we present a fun and easy way to understand GIS and i3 elements. Prepare to learn and laugh as we provision GIS data to the NG9-1-1 network, validate a location, and geospatially route a call. You will see NG9-1-1 and GIS in a whole new way!

NG9-1-1 Planning & Preparation | NG9-1-1 Security Playbook | 136
Brian Knueppel - Oracle
Who is involved in securing 9-1-1 services? We all are. Security has so many aspects, ranging from process, to physical, to network. Everyone involved with public safety should take responsibility for doing it right. This session covers, in non-technical terms, the top things everyone should know about securing NG9-1-1.

Preparedness & Contingency Planning | Severe Weather Resources for Your PSAP | 137
John Murphy - National Weather Service
This breakout helps you understand National Weather Service system messages and the information they provide, as well as other resources you can utilize during severe weather incidents or weather-related impairments of public safety services. Using pictures, videos, and real life experiences, attendees will learn how to prepare their centers, dispatchers, and field-responders for severe weather events.

PSAP Administration | The Perils of Shift Work | 138
James Kuthy - CritiCall Pre-Employment Testing Software
PSAPs frequently create work shifts based on convenience to the organization and/or employee preference. However, research suggests that some types of shifts result in potentially harmful outcomes for employees and the public alike. This session explores scientific research associated with a variety of work shifts, examining potential hazards that might be associated with rotating shifts and shifts lasting longer than ten hours.

Public Education & Outreach | Public Education Efforts & the Integration of GIS | 139
Sergio Castro - Lower Rio Grande Valley (TX) Development Council; Sonya Clauson, ENP - Greater Harris County (TX) 9-1-1 Emergency Network
One of the biggest challenges in public education is identifying where to start. Coordinating public education efforts with your agency’s GIS can assist tremendously, both in identifying where to start and in visualizing the impact of your programs. By incorporating your public education and various GIS layers, you can see which areas of your region and target audiences are being educated and which are not.

Stress, Health, & Wellness | Stress Intervention Development for 9-1-1 Telecommunicators | 140
Michelle Lilly - Northern Illinois University
Based upon ongoing NIOSH-funded university research, this session focuses on interventions designed to deter the onset and progression of prevalent stress-related physical and psychological health problems in 9-1-1 telecommunicators. The key audience takeaway is that attempts to reduce stress in 9-1-1 telecommunicators should occur at multiple levels, targeting the individual employee, call center organization, and local, state, and national policy.

Training | If You Teach It Right, They Will Learn | 141
Christine Massengale, ENP - Hamilton County (TN) 9-1-1 ECD
In this session, you’ll find new ways to connect with your employees by generating meaningful feedback, encouraging accountability, and motivating everyone to engage in the learning process. We’ll explore apps, online testing, and activities that make policies and procedures more relevant. Attendees will learn teaching methods that emphasize critical thinking and decision-making skills, engaging employees and making them more invested in their roles and responsibilities.


Education & Training Sessions | 2:45PM – 3:45PM

Accessibility | Dialogue with the FCC on Current Accessibility Issues | 130
Cheryl King - Federal Communications Commission
This session explores initiatives underway in Washington to improve access to 9-1-1 emergency services for callers with disabilities. In this session, participants will learn how the FCC and other Federal agencies are addressing topics including text-to-9-1-1, NG9-1-1, video relay, and more.

Call Taking & Processing | Requesting Medevac Services & the Telecommunicator’s Role | 131
Sam Mathis - St.Vincent StatFlight; Beth Ann Grass - St.Vincent StatFlight
Do you have a game plan for requesting service during emergencies necessitating medevac? Attend this session to learn your role in the process, how to prepare for medevac, how to request one, and what you need to do to facilitate a fast and safe evacuation.

Data Management & Utilization | A Closer Look at ECRF/LVF Implementations | 132
Brooks Shannon - GeoComm
Across the United States, i3-compliant networks and functional elements are being deployed. One of those functional elements is the ECRF/LVF. In this discussion, we’ll highlight early deployments that route calls live in an ESInet, share lessons learned from the installation and maintenance of these systems, and identify what a 9-1-1 professional can expect during implementation.

Interpersonal Skills | Making Your Words an Asset, Not a Liability | 133
Kimberly Miller - Kimberly A. Miller & Associates
Is communication in your PSAP less than ideal? Are your messages being received in ways you do not intend? This presentation explores a variety of tools and strategies that help you to assess your own communication needs and the barriers that keep you from being more effective. You’ll learn how to assess and effectively navigate communication with even the most challenging coworkers.

Know Your Association | NENA’s Education & Certification Programs | 134
Ty Wooten, ENP - NENA; Eric Parry, ENP - NENA Education Advisory Board; Sean Petty, ENP - NENA Institute Board
Through the Emergency Number Professional (ENP) Certification, in-person and online courses and webinars, and the Center Manager Certification Program (CMCP), NENA provides public safety practitioners with unparalleled opportunities for professional development and career advancement. Come to this session to hear from NENA staff and committee members about how you can get the most out of the educational opportunities offered by NENA.

NG9-1-1 Basics | Nine Steps to NG9-1-1: A Fresh Look | 135
Michael Mangini - Airbus DS Communications
Getting to fully-deployed NG9-1-1 can be confusing. This session offers PSAPs a brand new look at how to develop a manageable strategy to deploying Next Generation 9-1-1 by breaking down the process into nine logical steps. Attendees will learn how the steps deliver incremental value and build on the investment of the previous step, while providing a framework for parallel preparation and training.

NG9-1-1 Planning & Preparation | The Importance of a Complete Network Inventory: What We Learned | 136
Jack Kessler - 20/20 Technical Advisors, LLC
A comprehensive network inventory is integral to the daily operation of a 9-1-1 network. As public safety migrates to NG9-1-1, it becomes even more important. This presentation shares our experiences of life without that comprehensive inventory, the process undertaken to complete the inventory, the benefits after completion, and how it is maintained and kept up-to-date.

Preparedness & Contingency Planning | Disaster in the PSAP! Are You Ready? | 137
Lisa Fulton, ENP - Nashville (TN) ECC
Your 9-1-1 center is ready to help combat almost any emergency in the community, but what happens when disaster strikes the PSAP itself? This session outlines how you can develop effective contingency and continuity of operations plans for your agency by examining the essential elements of each to ensure that all your bases are covered. Topics include order of succession, essential functions, relocation, and more.

PSAP Administration | "One Minute to Dispatch” National Standards: Fact or Myth? | 138
Gary Galasso - Priority Dispatch Corp.
Across the country, many agencies are requiring their resources be dispatched in one minute or less from the time the call is received by the PSAP. What do the national standards for call processing actually say? This presentation addresses this question, identifies challenges agencies are facing in meeting these standards, and explores what actions can be taken in response.

Public Education & Outreach | Live, Local, & Late-Breaking: Working With the Media | 139
Not if, but when. You will have to deal with your local news media at some point in your career. Let us provide you with tips, tricks, and information on how to effectively deal with media, handle an interview, and understand how the news cycle works.

Stress, Health, & Wellness | Overcome Stress With Practical Techniques You Can Use Today! | 140
Kathy Gruver - The Alternative Medicine Cabinet
Stress is a killer in our society, accounting for a huge percentage of our doctor visits – not to mention sleeplessness, irritation, missed work days, and decreased productivity. Attend to learn easy solutions that you can incorporate into your life today and change how you deal with stress, including simple meditations, visualization, affirmations, and mindfulness practices.

Training | Next Gen Training for an Interactive 9-1-1 Workforce | 141
Lisa Dodson, ENP - TriTech Software Systems, Inc.
There are many buzz words for training a mobile and interactive workforce: Flipped classrooms, blended learning, and gamification to list just a few. PSAP training must adapt to how employees learn in today's society. How can we integrate today's technology into existing training programs and develop well-rounded training programs? Participants will leave with a list of ideas for implementing new training programs utilizing today's technology.


Education & Training Sessions | 4:00PM – 5:00PM

Accessibility | Bridging Relay & NG9-1-1 via Open Source & Standards | 130
Christian Vogler - Gallaudet University; Norman Williams - Gallaudet University; Peter Hayes - VTCSecure
Relay services that are compliant with NENA’s i3 standard and the FCC’s Emergency Access Advisory Committee recommendations remain elusive. Accessible Communication for Everyone (ACE), funded by the FCC, promises improvement: ACE is open-source, designed for accessing relay services, i3-compliant, and will facilitate end-to-end interoperability and NG9-1-1 access for people with disabilities. Attend to learn more about ACE and see a live demonstration of its capabilities.

Call Taking & Processing | Crisis Negotiations for Telecommunicators |131
Scott Fulton - Mt. Juliet (TN) Police Department
This session provides guidance to 9-1-1 call takers on effective ways to deal with a person in crisis. Attendees will be taught active listening skills, the importance of building rapport with the person in crisis, and the "don’ts” of crisis negotiations.

Data Management & Utilization | Exchanging Incident Information in NG9-1-1 | 132
Jerry Schlesinger - Intelligent Systems, Inc.; Henry Unger - Hitech Systems, Inc.
The Emergency Incident Data Document (EIDD) is an emerging American National Standard that facilitates the sharing of information in NG9-1-1 and generally within public safety. This presentation describes what the EIDD contains, how it evolved, how it is exchanged, what types of NG9-1-1 exchanges require it, and what types of information exchanges are supported by it.

Interpersonal Skills | Customer Service: The Best Impression | 133
Jennifer Kirkland, ENP - Vail (CO) Public Safety Communications Center; John Ferraro, ENP - Northwest Central Dispatch System (IL)
Customer service is the foundation of a positive emergency service interaction. This session focuses on what excellent customer service looks like and how providing it can reduce liability and increase personal satisfaction at work.

Know Your Association | Becoming Part of the NENA Development Process | 134
Marc Berryman, ENP - Mission Critical Partners, Inc; April Heinze, ENP - Eaton County (MI) Central Dispatch; Wendi Lively, ENP - Spartanburg County (SC) Communications; Rachel Kilby Bello - Wake County (NC)
NENA is where hands-on work yields truly meaningful results for public safety. If you want to get involved in NENA committees but don’t know where to start, this session is for you! Attend for a high-level overview of the committee structure, information on the process by which ideas evolve into documents and standards, and, most importantly, current priority areas requiring your expertise!

NG9-1-1 Basics | The NG9-1-1 PSAP: What's the Difference? | 135
Michael Smith - DSS Corp.
Standard interfaces between NG9-1-1 PSAP systems will provide features and functionality never seen before. Learn what these interfaces are, as well as the new and useful functions they support. Walk away with a level of NG9-1-1 expertise your colleagues will envy!

NG9-1-1 Planning & Preparation | The Interstate Playbook: Lessons Learned on Integrating Multiple ESInets | 136
Nancy Pollock, ENP - Mission Critical Partners, Inc; Dana Wahlberg - State of Minnesota Department of Public Safety; Jason Horning, ENP - North Dakota Association of Counties
Interoperability is a baseline tenant of NENA’s i3 standard. However, it is not as simple as establishing connectivity and flipping a switch. Operational, technical, and policy issues require collaboration from multiple parties across numerous jurisdictions. Facilitated by the National 911 Program, a group of Midwest states are working the issues to develop an "Interstate Playbook.” A panel of participants will discuss project successes and challenges.

Preparedness & Contingency Planning | OEC, 9-1-1, & the New Emergency Communications Landscape | 137
Ronald Hewitt - DHS Office of Emergency Communications
Attendees of this session will discuss the technological convergence of 9-1-1, Next Generation 9-1-1, and broadband. Audience takeaways will include information on preparing for the transition to NG9-1-1, an overview of the NG9-1-1 cybersecurity landscape, plus the benefits of Office of Emergency Communications (OEC) technical assistance programs and priority services to bolster communications during emergencies.

PSAP Administration | Small Project Management in 9-1-1: A Beginner’s Guide | 138
Crystal Ayco, ENP - Rave Mobile Safety
Ask anyone who has designed a new QA program or introduced a new technology solution to their dispatchers, and they will tell you that managing even small-scale projects in a 9-1-1 center is complex and dynamic. Receive a crash course on the basics of project management, with a roadmap to begin and a checklist of what you will need to get the job done.

Public Education & Outreach | Educating Elected Officials & Decision Makers About 9-1-1 | 139
Sonya Clauson, ENP - Greater Harris County (TX) 9-1-1 Emergency Network; Sandy Beitel - Ogle County (IL) ETSB; Glenna Johnson - DeKalb County (IL) ETSB; Andrea Wilson - Montgomery County (TX) Emergency Communication District; Jamison Peevyhouse, ENP - Weakley County (TN) 911 ECD
Text-to-9-1-1 and NG9-1-1 are being deployed, and it is vital that decision makers are educated and engaged. Panelists will share their experiences and provide valuable tips on how you can become an invaluable resource to government officials, advance the 9-1-1 agenda, and promote legislation and regulatory initiatives locally and nationally.

Stress, Health, & Wellness | Emotional Safety: The Essential Element of Workplace Wellness | 140
Kimberly Miller - Kimberly A. Miller & Associates
Dispatchers are tasked with keeping people safe. However, their work environment may be where they feel least safe. Bullying, ridicule, and gossip erode emotional safety at work. This session defines and explores the components of emotional safety, explains why PSAPs may not be safe zones, and provides participants with the tools and strategies needed to transform their workplaces.

Training | Pipeline Emergencies: Are You Prepared? | 141
Kesley Tweed - Enbridge
In the United States alone, more than two million miles of pipelines deliver petroleum and natural gas products. This session covers the information that 9-1-1 professionals need to recognize a report of a potential pipeline emergency and dispatch a safe and effective response. The session also provides an overview of Enbridge’s free online training program for 9-1-1 dispatchers developed in partnership with NENA.

Tuesday, June 14

Buzz Sessions | Expo Hall Booth #140

11:00AM – 11:30AM | Evolving Trends in Next Generation 9-1-1
Jon Wellinger - AT&T; Alan Benway - AT&T; Mark Titus - AT&T
Hear from a panel of AT&T subject matter experts on evolving trends and issues of Next Generation 9-1-1 and public safety services.

11:45AM – 12:15PM | Implementing NG9-1-1 & the Importance of Operationally Enabling New Technologies: The Case of Text
Dan Sawicki - Motorola Solutions
The defining characteristic of a successful new technology is widespread adoption. Widespread adoption of NG9-1-1 depends on addressing the operational details that enable it to be used in the real world. A case in point is interim text-to-9-1-1. This session presents information on the current level of text adoption, how new technologies need to address workflow considerations, and some of the big issues surrounding text.

12:30PM – 1:00PM | Smart Integration to Enhance Your Dispatch Workflow
Karen Carlson - Motorola Solutions
Integrating applications into CAD allows for better workflow interaction between callers, dispatchers, and responders. From when a call comes into 9-1-1, call takers and dispatchers capture data to stitch together information on an emergency and deliver better situational awareness to responders in the field. Learn more on how integrating features within CAD can help simply your agency’s workflow.


Education & Training Sessions | 1:30PM – 2:30PM

Analytics & "Big Data" | Need-to-Know Basics: Data Analytics for Your PSAP | 130
Paul McLaren - West Safety Services
Even as seemingly endless floods of information threaten to overwhelm your center, you can optimize operations in your PSAP. Learn how to detect, analyze, and transform multiple data inputs into actionable data to create situational awareness for better response. Join us for a robust discussion about data analytics to help you deliver the right information at the right time.

GIS | GIS & Next Generation 9-1-1 in Kansas | 131
Sherry Massey - Kansas 911 Coordinating Council
The Kansas NG911 GIS Program is part of the Kansas 911 Coordinating Council's efforts to move the state to a Next Generation 9-1-1 system. This presentation covers the program's efforts to develop a GIS data standard, plan and implement a data remediation and ongoing maintenance project for all counties, and cooperate with KDOT to aggregate the data.

Hot Topics | Keys to a Successful Public Safety Technology Procurement | 132
Ryan Wolcott - DELTAWRX; Michael Galvin - DELTAWRX
This breakout provides a detailed examination of best practices for successful planning, solicitation, evaluation, selection, acceptance, and implementation of public safety information systems. Topics covered include the importance of end-user engagement, budget and resource planning, requirements definition, and developing contract negotiation profiles.

International Perspectives | A Look at 9-1-1 Evolution in Developing Countries | 133
Gary Payne - Integrated Public Safety
Is immediate access to emergency services now a global human right? The answer might not be as easy as you think! Attendees will learn about recent public safety trends in developing countries, examine cultural differences that may make 9-1-1 difficult to implement, and discuss how we can promote the deployment of standards-based three-digit emergency communications systems globally.

Leadership & Management | The Social Media Revolution in the Dispatch Center | 134
John Kelly, ENP - Ottosen, Britz, Kelly, Cooper and Gilbert, Ltd.
This presentation focuses on the interplay between the social media explosion and the 9-1-1 dispatch center. The uses of social media, both positive and negative, will be explored. The session will suggest best practices for the management of social media and its impact on PSAP personnel.

NG9-1-1 Early Adopter Case Studies | IN911v2 | 135
Barry Ritter, ENP - Indiana Statewide 911 Board; Joel McCamley, ENP - 911 Authority, LLC
Presenters will share lessons learned and insights from the procurement, implementation, testing, deployment, and management of one of the first cross service provider NG9-1-1 core-to-core, ESInet-to-ESInet, PSAP-to-PSAP systems to be managed and funded at the state level. Attendees will also hear about how issues including governance, funding, policy, regulation, legislation, and operations have been addressed by the IN911 project.

Professional Development | Building Your Career Path: Moving Through the Ranks | 136
Nancy Banks, ENP – Peel (ON) Regional Police (Retired)
Working in public safety communications is more than a job, it's a proud and important profession. We often hear how there are limited promotional opportunities within communications centers. It may have been true in the past, or in some organizations, but times are changing. Have you planned for your future? Whether it's certifications, education, or mentoring, learn how you can take control of your career.

Securing 9-1-1 | Ensuring Network Security in Next Generation 9-1-1 | 137
John Cracolici – Cisco Systems
Recently, public safety organizations have been impelled to enhance systems through advanced technologies with NG9-1-1. System managers, application providers, emergency responders, and PSAP personnel are all instrumental in maintaining a secure network. Attendees will learn how to prepare their organizations for NG9-1-1, methods to ensure network security, and ways to mitigate potential cybersecurity risks throughout the process.

Technology Innovation | 9-1-1, WebRTC, & Multimedia | 138
Jay Malin - AGENT511
This presentation describes new standards-based technologies for sharing pictures and video between call takers, dispatchers, and first responders. WebRTC mitigates the infrastructure requirements by which multimedia (voice, video, text) can be shared. Attendees will learn about the technology, standards, and unique workflows by which multimedia data can be acquired by PSAPs.

Text Messaging | To Take Text or Not to Take Text, That Is the Question! | 139
Brian MacMurdo - Hamilton County (OH) Communications Center; Shawn Cruze, ENP - Hamilton County (OH) Communications Center
By examining the experiences of the first large 9-1-1 center in Ohio to deploy text-to-9-1-1, this presentation outlines what PSAPs need to know and expect throughout the process of planning, implementing, and operating text-to-9-1-1.

Training | First Impressions: Avoiding Common Mistakes in CTO Programs | 140
Matthew Molter - Agency360; Brian Tegtmeyer, ENP - DuPage (IL) Public Safety Communications; Ty Wooten, ENP - NENA
The first impressions a new trainee has in your center will set the tone for his or her career. These impressions occur most strongly during their CTO training, where they are introduced to the culture and expectations of the agency. This session focuses on best practices for effective and consistent CTO training that can reduce liabilities, increase efficiency, and improve trainee success and retention.


Buzz Session | Expo Hall Booth #140

2:30PM – 3:00PM | Offload LMR & Interoperability
Doug Clark - AT&T
AT&T has invested over $160B in their radio network over the past five years to increase coverage and capacity. Come learn about an IP-based radio solution for AT&T and how it can assist in offloading your LMR traffic for non-mission critical users utilizing standards-based interoperability solutions.


Education & Training Sessions | 4:00PM – 5:00PM

Analytics & "Big Data" | Data-Driven Decision Making | 130
James Lake, ENP - Charleston County (SC) Consolidated 9-1-1 Center
The PSAP is an incredible source of data. We track movements, times, and workloads. However, most managers do not take full advantage of this data when it comes to making decisions about staffing, schedules, and other workload-related tasks. This session explores what data is available, how to interpret it, and how it can help us make better decisions.

GIS | NG9-1-1, GIS, & You: Where Things Stand & Where They Are Going | 131
Richard Kelly - 911 Datamaster, Inc
This session explains the new GIS-oriented NENA standards, requirements, and information documents that have recently come out and are driving GIS data development for 9-1-1. Ongoing and future NENA efforts requiring even more detailed location information will also be reviewed and discussed, including data development and management (QA/QC) concerns, NG9-1-1 call routing, elevation or Z-value data, and 3D.

Hot Topics | Consolidation: Getting It Right the First Time | 132
Brian Tegtmeyer, ENP - DuPage (IL) Public Safety Communications
So your agency is consolidating.... Now what? This session outlines the keys to a successful consolidation. Attend to learn what needs to be done to make cutover day one to celebrate instead of one to dread. The presentation covers project management, staffing decisions, technology issues, training, transitioning an agency, and more.

International Perspectives | European Trends | 133
Johannes Vallesverd - Norwegian Communications Authority; Wolfgang Kampichler - Frequentis
This session provides an update on the latest European trends in 1-1-2, telecommunication, and regulation. Attendees will learn about public safety challenges and opportunities in Europe, and receive an update on a NENA i3-compliant NG1-1-2 pilot project in Austria.

Leadership & Management | Supervision 101: Avoiding the Pitfalls | 134
Lisa Fulton, ENP - Nashville (TN) ECC
What separates a good leader from a bad one? By examining real-life examples, you’ll learn how to avoid the most common supervisory landmines. Topics include how to properly counsel, preparing and delivering disciplinary actions, writing performance evaluations, and handling problem employees.

NG9-1-1 Early Adopter Case Studies | NG9-1-1 Early Adoption in Northern Illinois | 135
Glenna Johnson - DeKalb County (IL) ETSB; Sandy Beitel - Ogle County (IL) ETSB
The Northern Illinois Next Generation Alliance (NINGA) is a ten-county consortium that is working together on a shared resource project using a single integrator. As an early adopter of a NG9-1-1, we’ll share our lessons learned throughout the process, discuss how we got started, and overview the documents and RFPs that were created and approved by all ten entities.

Professional Development | Embracing & Leading Change Efforts Constructively | 136
Chris Hinrichs - Wisconsin School of Business
This session addresses the benefits of understanding the change process and how to be an effective and ethical change agent within one's organization. Participants will learn how to positively influence others to embrace rapidly changing technologies, protocols, and world views. Attendees will leave with tools and techniques to apply immediately regarding the topic, and with a refreshed view of what’s possible.

Securing 9-1-1 | An Introduction to SWATting & the Mechanics Behind It | 137
Mark Fletcher, ENP - Avaya; John Chiaramonte, ENP - Mission Critical Partners, Inc; Christopher Carver, ENP - NENA
SWATting plagues PSAPs nationwide. NSI cell phones, caller ID spoofing services, and plain social engineering all enable bad actors to prey on unsuspecting call takers and catch them off guard. A real recipe for a friendly-fire scenario, this session educates call takers on how they can identify and combat these types of calls, while continuing to provide emergency services to those in legitimate need.

Technology Innovation | Citizen Apps & 9-1-1: Hype or Path to Improved Response? | 138
Todd Piett, ENP - Rave Mobile Safety
This session explores the proliferation of citizen-facing apps claiming to improve public safety response. Smartphone apps provide an amazing platform to share information and improve communications. From misleading, to life-saving, and everything between, we’ll discuss how apps can enhance or impede emergency response. Real-world use cases and lessons learned – good and bad – from hundreds of different deployments will be discussed.

Text Messaging | A Day in the Life of Text-to-9-1-1 | 139
Rob McMullen, ENP - Vigo County (IN) E911; Ricardo Martinez - INdigital; Mark Grady, ENP - INdigital
Text is not something to fear! This presentation will guide you through a real-life implementation of text-to-9-1-1 and text-from-9-1-1 as experienced in Indiana. You’ll hear about serious, funny, and amazing examples of 9-1-1 text messages that have been received since the project launched in 2014.

Training | Minimum Training Guidelines for 9-1-1 Telecommunicators | 140
Laurie Flaherty - National 911 Program; Jamison Peevyhouse, ENP - Weakley County (TN) 911 ECD; Ty Wooten, ENP - NENA
An unprecedented coalition of 9-1-1 industry organizations and public safety professionals has developed a set of minimum training guidelines and key topics to be included in training programs for the nation’s 9-1-1 call takers and dispatchers. Participants will discuss the guidelines and subsequent model legislation, and conduct an audience discussion on this significant achievement.

Wednesday, June 15

Education & Training Sessions | 8:15AM – 9:15AM

Call Taking & Processing | 9-1-1 Dispatch Disability Awareness Training | 130
David Whalen - Niagara University
Attendees will receive a base knowledge on how to appropriately and effectively interact with people with disabilities and some of the challenges they may encounter. The ability to understand characteristics, with an emphasis on speech impairments, will be provided, with videos to further educate attendees. The Americans with Disabilities Act and relay services will also be explained.

Facility Planning | What You Need to Know About Selecting a Site for a New PSAP | 131
Sherri Bush - Kimball; Ernie Olds - Becker Morgan Group
Site evaluation is a critical planning element of a PSAP facility project. Selecting an appropriate site based on threats and vulnerabilities serves to secure the future PSAP from the impacts of manmade issues and natural disasters alike. Attendees will discuss infrastructure and utility considerations, as well as external and site-specific issues that can that assist planners in determining the viability of a site.

GIS | Practical Applications of GIS in the PSAP | 132
Keri Brennan - The Schneider Corporation
GIS is more than block ranges and address points. This session provides information from a non-technical perspective on how GIS can be used as a valuable tool to decrease response times, plan for and respond to incidents, and increase the efficiency of your PSAP. Further discussion focuses on the importance and impact of GIS in the NG9-1-1 environment.

Hot Topics | New, Now, Next | 133
Brian Fontes - NENA
Attend this session for a rapid-fire discussion of what the future holds for 9-1-1 and public safety communications! Led by NENA’s CEO and a team of industry experts and leaders, you’ll leave this session with a hit list of issues you need to start thinking about TODAY to stay ahead of what tomorrow has in store.

Leadership & Management | Putting Your People First | 134
Kevin Willett - PSTC
Be forward thinking and act dynamically to benefit your staff and improve their daily performance! You’ll learn innovative, simple, and cost-effective ideas to make your employees feel more valued, decrease team stress, improve productivity, and benefit both the center and your call takers.

NG9-1-1 Management & Operations | NG9-1-1 for 9-1-1 Authorities | 135
Sherri Griffith Powell, ENP - Mission Critical Partners, Inc; April Heinze, ENP - Eaton County (MI) Central Dispatch
As the 9-1-1 industry transitions to NG9-1-1, there are a lot of questions. Where do I begin planning? What are some of the key issues I should be aware of? What resources can I turn to for guidance and assistance? This session answers those questions, helps 9-1-1 authorities identify what information is available to them, and provides an overview NENA’s NG-related standards work.

NG9-1-1 Technology & Infrastructure | Implementing an NG9-1-1 Location Database to Bridge the Gap | 136
Stephen Ashurkoff, ENP - General Dynamics IT
In a perfect world, calls entering an NG9-1-1 system would have PIDF-LO using the CLDXF standard for civic location. During the transition, it is likely that both legacy (MSAG/ALI) and NG9-1-1 (NG9-1-1 GIS Data Model/CLDXF) data will be supported in tandem. Learn how the Commonwealth of Massachusetts implemented a location database to overcome these challenges.

PSAP Administration | Recruiting the Right Fit | 137
Monica Million, ENP - Grand Junction (CO) Regional Communication Center; Brett Loeb - Grand Junction (CO) Regional Communication Center
Learn new ways to find the right employee for your organization! GJRCC spent two years re-evaluating their process, analyzing everything from the application to the offer letter. Using recordings, test results, and employee input, this agency was able to find applicants who were not only the best fit but the right fit. You will take away tools you can implement in your agency tomorrow.

Regulation, Policy, & Governance | FCC 9-1-1 Update | 138
Tim May - Federal Communications Commission
The FCC is actively working to address a number of critical 9-1-1 issues, including Next Generation 9-1-1 deployment, text-to-9-1-1, location accuracy, network reliability, and more. Join Public Safety and Homeland Security Bureau staff for a discussion of current and future Commission actions and what they will mean for PSAPs nationwide.

Stress, Health, & Wellness | Acute Stress Plan Development | 139
James Lake, ENP - Charleston County (SC) Consolidated 9-1-1 Center
Experts tell us that it is usual and ordinary for 9-1-1 telecommunicators to suffer from acute stress. How PSAP leadership responds to the telecommunicator's stress reaction is what determines the impact on the telecommunicator and the PSAP. This session provides managers with information on how to develop an acute stress action plan, including resources available to the PSAP.

Wireless Challenges | Non-Mobile Wireless Issues: Coming Soon | 140
Marc Berryman, ENP - Mission Critical Partners, Inc; Richard Muscat - Bexar Metro (TX) 911 Network District
Wireless home phones, residential wireless cells, and new ways of contacting 9-1-1 alarm every PSAP. Acquiring a reliable dispatchable location is the holy grail of 9-1-1. This panel discusses the latest standards and evolving location technology that will allow telecommunicators to reliably validate the eternal question: "What is your location?”


Education & Training Sessions | 9:30AM – 10:45AM

Call Taking & Processing | DOD Active Shooter Workshop: Lessons Learned |130
Joe Wassel - Department of Defense
This session presents lessons learned from a DoD-led Joint Coordination to Active Shooter Incidents and Threat (JC-ASIT) workshop event held in November 2015. Interagency participants (e.g., FCC, DHS, NORTHCOM, FBI, PM-ISE, 9-1-1 coordinators, etc.) addressed policy and technical issues associated with improving information flow and situational awareness before, during, and after active shooter incidents, such as the shooting of US military personnel in Chattanooga, Tennessee.

Facility Planning | Design & Technology Integration Within Modern Command & Control Environments | 131
Timothy Lisle, AIA - Jacobs Wyper Architects; Robert Cameron - Critical Space Solutions
The planning, design, and construction of emergency communications and operations centers require a depth of operational understanding that fully integrates the supporting critical technologies. User, architect, facilities engineer, technology experts, and constructor are all vital team members in achieving a successful project. This presentation focuses on issues regarding planning and equipping command and control environments to optimally support current and future critical operations needs.

GIS | Key Steps to Maintaining Mission-Critical Data | 132
Patrick Melancon - GeoComm
In an NG9-1-1 system, it is important to determine how to maintain and manage the ongoing GIS data updates, as well as who will be responsible for those tasks. This session discusses the options for managing and monitoring GIS data and the importance of database synchronization, standard processes, and aggregating and coalescing GIS data from multiple authoritative sources.

Hot Topics | Quality Assurance: Improving Telecommunicator Performance | 133
Eric Parry, ENP - Utah Communications Authority; Sherrill Ornberg, ENP - Denise Amber Lee Foundation
Do you really know how calls are being handled in your PSAP? This session explains why a quality assurance program is necessary for every PSAP and provides attendees with a QA implementation roadmap. Discussion focuses on the basics of QA, forms and processes, call scoring, the new NENA/APCO standard and other best practices, setting and meeting realistic performance goals, and more.

Leadership & Management | Labor Law Basics for 9-1-1 Center Managers | 134
John Kelly, ENP - Ottosen, Britz, Kelly, Cooper and Gilbert, Ltd.
In today's world, it is not unusual to find communication center employees represented by labor unions. This session familiarizes PSAP managers with the basics of the give-and-take of collective bargaining for emergency dispatch personnel. Specific topics such as work schedules, overtime, sick leave use, and grievance processing will be presented. Attendees are encouraged to bring their questions about labor relations.

NG9-1-1 Management & Operations | NG9-1-1 Operational Impacts From the Trenches | 135
Maria Jacques, ENP - State of Maine
The State of Maine recently completed an end-to-end NG9-1-1 system deployment. Of course there have been many technical challenges along the way, but as the journey continues and the system matures, centers have also experienced (and overcome) operational hurdles. Attend to learn about the operational differences PSAPs encountered and discuss the proactive steps you can take to prepare your center’s staff for a smooth NG9-1-1 deployment.

NG9-1-1 Technology & Infrastructure | Do It Yourself: An IT Paradigm for Implementing NG9-1-1 | 136
Susan Seet - Commission on (TX) State Emergency Communications; Walt Magnussen - TAMU Telecommunications; Sherri Griffith Powell, ENP - Mission Critical Partners, Inc; Justin Jensen - Capgemini
This interactive panel discussion outlines the steps taken and lessons learned by the Texas Commission on State Emergency Communications in planning for the deployment of a state-level i3-compliant NG9-1-1 system, leveraging IT implementation best practices. Participants will talk about the reasons for this approach, discuss collaboration among stakeholders, and review the findings from the interoperability and traffic migration test lab.

PSAP Administration | Effective Performance Appraisals | 137
John Ferraro, ENP - Northwest Central Dispatch System (IL)
This session reviews techniques for making performance appraisals fair, consistent, and effective. Attendees will take away a research-tested step-by-step process to implement a new performance appraisal process that motivates and inspires employees to meet the agency's objectives.

Regulation, Policy, & Governance | Lessons Learned: State Legislative Issues | 138
Linda Draughn-Woloski, ENP - Akimeka, LLC; Johnny Hart - Marshall County (AL) 911; Paul Troxel, ENP - Placer County (CA) Sheriff's Office; David Mumford - Paulding County (GA) E9-1-1 Communications Center; Glenna Johnson - DeKalb County (IL) ETSB; Michael McGrady - MCM Consulting Group, Inc.
How can you ensure that 9-1-1 issues are a priority for your state legislature? This panel of experts will share with you what they did that worked – as well as what didn’t – when trying to gain traction and get 9-1-1 legislation passed in their states. Topics will including training, funding, MLTS, and more.

Stress, Health, & Wellness | Advance Your PSAP's Stress Resilience: Here's What You Need! | 139
James Marshall - 911 Wellness Foundation
Since NENA established the Standard on Acute/Traumatic and Chronic Stress Management in 2013, PSAPs around the country have taken great new steps to build their comprehensive stress management programs. In this session, you’ll learn how you can replicate these programs easily and at low cost to foster peak performance and higher retention in your center.

Wireless Challenges | Delving Into the FCC’s Wireless E9-1-1 Location Accuracy Order |140
Kim Scovill - Comtech TCS
The FCC’s wireless E9-1-1 location accuracy order in January 2015 triggered many questions and some confusion. One of the biggest conversations is centered on the inclusion of the X/Y coordinates with "dispatchable location.” This session delves into the FCC’s push for this information, including what defines a "dispatchable location,” why it is important, and the technological approaches for meeting this mandate.


Education & Training Sessions | 11:00AM – 12:15PM

Call Taking & Processing | "9-1-1. Please State Your Language:" Callers & Culture | 130
Brianne Nelson - Sonoma County (CA) Sheriff’s Office
A non-English speaking caller to 9-1-1 can be problematic – for call takers and callers alike! Are there solutions beyond asking each side to learn another language? Yes! Move beyond frustration and learn creative strategies to be more successful with callers – with or without an interpreter on the line. You’ll leave this interactive presentation with multiple new cultural and communication skills to employ.

Facility Planning | State-of-the-Art 9-1-1 Center Underway in Louisiana | 131
Jan Lorant - Gabor Lorant Architects Inc.; Sean Spansel - St. Tammany Parish (LA) Communications District
Facilities and technology are being consolidated for dispatch of eight fire and law enforcement entities within St. Tammany Parish (900 square miles). Programming and site selection began in summer of 2014, and now construction is well underway. Participants will examine planning and implementation considerations, as well as lessons learned on topics including budgeting, technology, growth needs, blast and hurricane resistive construction, and much more.

GIS | The Next Frontier for GIS: Indoors | 132
Brooks Shannon - GeoComm; Matthew Serra, ENP - Rave Mobile Safety
Enhanced location accuracy and increased public expectations are redefining what constitutes an acceptable "dispatchable” location. Yet, indoor spaces are largely unmapped, and indoor location is just becoming available in the PSAP environment. This session shares indoor location test results at St. Cloud State University and explores what indoor mapping may look like in the PSAP of the future.

Hot Topics | Large-Scale Event Planning for the PSAP | 133
Jennifer Kirkland, ENP - Vail (CO) Public Safety Communications Center
In 2015, Vail/Beaver Creek hosted the Alpine World Ski Championships, which brought over 250,000 people to the area for two weeks. This breakout covers tips and lessons learned in the planning process from the PSAP perspective, including staffing, finances, logistics, and other considerations affecting operations.

Leadership & Management | Masters of the Profession | 134
Christine Massengale, ENP - Hamilton County (TN) 9-1-1 ECD
Most PSAPs struggle with employee retention, performance issues, risk management, and low morale. Employees who participate in their own career growth and education are not only more invested in themselves, but also become your agency’s best investment! Attend this session to explore ways to empower and encourage your employees in career development and help them seek the benefits of becoming masters of their own profession.

NG9-1-1 Management & Operations | NG9-1-1 Logging & Recording in Depth | 135
Michael Smith - DSS Corp.
The NG9-1-1 logging service does a lot more than a traditional PSAP recorder, and therefore has a lot more uses, both for the PSAP and for those that manage and maintain NG9-1-1 services. Representatives of several public safety recording manufacturers will delve into the features, production, monitoring, and troubleshooting capabilities they'll support.

NG9-1-1 Technology & Infrastructure | Statewide System Considerations | 136
Clifton Brown - Federal Engineering, Inc.; Neil Horden - Federal Engineering, Inc.
Attendees will hear a statewide system case study, including the numerous areas to be considered in the planning, design, procurement, and implementation of an NG9-1-1 system. This includes discussion of ESInets, call hosting/CPE, network monitoring and help desk functions, GIS requirements, CAD and radio dispatch interoperability (including FirstNet integration), costs and funding/revenue sources, and more.

PSAP Administration | Traditional Hiring Practices in a Next Generation World | 137
Louisa Lake, ENP - Mission Critical Partners, Inc
How do we fit traditional hiring practices into our next generation world? Attend this session to understand why our current processes aren’t yielding the best fits for the PSAP and learn how to identify steps in your own procedures that could be improved. Discussion includes streamlining hiring practices, the ramifications of relaxed drug laws, and much more.

Regulation, Policy, & Governance | NG9-1-1 Cost Study: A Town Hall Session | 138
Laurie Flaherty - National 911 Program
As mandated by Congress, the National 911 Program is conducting a study to assess the costs, service requirements, and specifications of NG911. During this session, provide input on study focal areas, such as how costs could be broken out among PSAPs, broadband service and third-party providers of NG9-1-1 services, differences in PSAP access to broadband, different delivery platforms, and 9-1-1 access for people with disabilities.

Stress, Health, & Wellness | Communications with Purpose: Save Yourself While Saving Others | 139
Maureen Dieckmann - Moetivations Inc
Your communications career can inspire an amazing sense of wellbeing, joyfulness, and satisfaction. But it isn’t always easy. You may be experiencing stress, health issues, tension, insomnia, gossip, bullying, low morale, or burnout. Learn from real (and funny) examples about how to suffer less and THRIVE more and gain a real sense of purpose. Leave with easy-to-use goal setting tips, wellness activities, and more.

Wireless Challenges | Challenges in Locating Wireless 9-1-1 Callers | 140
Richard Schwenk - Akimeka, LLC
More than 70% of 9-1-1 calls come from wireless devices, which presents challenges that impact every PSAP. Many of these challenges stem from the availability and accuracy of location information. Is your PSAP aware of the processes required each time the WSPs make additions, deletions, or changes to their coverage areas? Attend for an interactive discussion of one of the hottest topics in 9-1-1 today!


Education & Training Sessions | 2:45PM – 4:00PM

Call Taking & Processing | Human Trafficking: Essential Knowledge for PSAP Personnel | 130
John Vanek - Human Trafficking Response Consultant
This session focuses on providing PSAP personnel with an overview of human trafficking and their role in identifying and assisting victims. At the end of the session, attendees will be able to define trafficking and describe its forms, describe victim types and potential signs to identification, and understand and implement response options in addition to traditional responses.

Facility Planning | Securing Your PSAP | 131
Nathan McClure, ENP - AECOM; Steve Loomis - AECOM
Public safety facilities and systems must function under all conditions. Security involves a combination of personnel, facilities, and policies and procedures. This session provides attendees with an understanding of potential vulnerabilities, best practice recommendations for enhancing overall security, and guidelines for developing an overall written security policy.

GIS | Consolidating Disparate GIS Data Into a Common Data Layer | 132
Chad Brothers - Comtech TCS; James Wood - TrueNorth
While successful NG9-1-1 solutions require accurate and comprehensive GIS data and tools, how do organizations ensure that they have consistent access to this disparate location information and data? This session addresses the growing need for consolidating data from multiple GIS points into a common data layer, the challenges associated with data consolidation, and real-world deployments.

Hot Topics | Five Alarm Leadership: Real Leadership With Real People | 133
Rick Lasky - Lewisville (TX) Fire Department (Retired)
Five Alarm Leadership is a dynamic program designed to energize and motivate you to perform and excel in everything you do. This session outlines many of the common situations that public safety officials find themselves in and presents suggestions and solutions. Issues such as integrity, inspiration, interest, innovation, insight, and initiative are all discussed and applied to the life of a public servant.

Leadership & Management | Creative Thinking Tools for 9-1-1 Management | 134
John Cummings, ENP - Time Warner Cable
As the first line in emergency response, "new” can be a four-letter word when trying to maintain both speed and accuracy when getting from call-answer to proper response. This session looks at tools used in the private sector in the areas of knowledge, process, and creativity to help spur impact, imagination, and acceptance of new ideas in your PSAP.

NG9-1-1 Management & Operations | i3 Interconnection: The Elephant in the Room | 135
Stephen O'Conor, ENP - Synergem Technologies, Inc.
Want to move to Next Generation 9-1-1 call routing? Looking to avoid monthly ANI-ALI and database charges? When you consider engaging a new 9-1-1 service provider, be sure to explore how interconnection with originating networks and communications service providers will be handled. This session describes the transition steps and challenges facing 9-1-1 authorities and originating network providers as they consider migration to NG9-1-1.

NG9-1-1 Technology & Infrastructure | Raising the Reliability Bar in NG9-1-1 | 136
Nathan Wilcox - Emergicom, LLC
The next evolutionary step for NG9-1-1 is creating robust and dependable systems. Expectations should focus on reliability, not support. Self-healing applications, less expert support, and more vendors creating resilient products is the logical next step. This session discusses how to make NG9-1-1 systems nearly bulletproof, allowing public safety professionals to concentrate on the needs of the public rather than the needs of their server room.

PSAP Administration | Your Economics of Ergonomics Playbook | 137
Jerome Congleton - Texas A&M University Health Science Center School of Public Health
Attend this session to discover the impact of ergonomics on all aspects of the work environment – from space utilization, to noise levels, and even to the electric bill! You’ll learn about ergonomic principals, cost-effective solutions like stand-biased workstations, and ways ergonomics can help you proactively address problems in your workplace, increase productivity and wellness, and reduce costs and turnover.

Regulation, Policy, & Governance | FirstNet & NG9-1-1: The Future of End-to-End Public Safety Communications | 138
Bill Hinkle - FirstNet
Technology is changing how information flows during emergencies, making it easier for field responders and call takers to accomplish their mission. This session highlights the coordination and outreach efforts that are occurring to help ensure that public safety communications personnel have the tools they need to receive and disseminate the large amounts of data through a fully integrated end-to-end FirstNet and NG9-1-1 system.

Stress, Health, & Wellness | Reporting for Duty | 139
Leslie Whitham - PSTC
Whether you are on midnights or are a long-time day-shifter, how you prepare yourself to report for duty can make or break your shift. Getting mentally and physically prepared for the demands of working in public safety can help guarantee success. Come learn how you can extend the life of your career by anticipating some of the stresses of shift work.

Wireless Challenges | Next-Generation Vehicle-Initiated Emergency Calls | 140
Randall Gellens - Core Technology Consulting
As cellular and emergency services transition from legacy to next-generation, the state of emergency calls initiated by vehicles is poised for significant advances. Attendees will learn about new standards and technologies that enable such calls to carry data describing the vehicle and the incident, and also allow PSAPs to access the data automatically rather than via voice communications.