NENA 2018 Breakouts
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With more than ninety hours of breakouts led by respected national leaders in the public safety, technology, and policy arenas, each session delivers critical education on the issues affecting you on a daily basis, as well as the tools for career advancement.

Monday, June 18

2:30PM – 3:30PM

Analytics & Big Data | Beyond Basic Spreadsheets: Leveraging Robust Crime Analytics Software
Law enforcement agencies understand the value of analyzing trends, but often don’t know the best way to leverage robust analytics tools beyond basic spreadsheets. This session highlights data analytics trends, featuring a panel discussion with members of the Kissimmee Florida Police and Putnam County Sheriff departments discussing how data analytics can improve workflows and identify crime trends before they escalate into problems.

Dispatcher Essentials | Effective Response to Individuals With Disabilities 
Handling calls from individuals with disabilities can be challenging. Attend this session to learn how to recognize speech disabilities, understand how other disabilities may present during a 9-1-1 call, and gain etiquette and interaction skills that enable effective communication. Further discussion focuses on train-the-trainer resources and other tools available to enhance service to special-needs populations.

Emergency Services Around the World | Eye on the Crime: How Video Is Changing Emergency Services
Video is coming to 9-1-1. The rise of smartphones and IP-communications means that it will be only a few short years until the incidents that dispatchers currently only hear about will be seen live as they happen. Attend this session to hear how dispatchers in other countries have dealt with the influx of video and what their experiences can teach us.

The Future of 9-1-1 | Text-From-9-1-1: Saving Lives & Streamlining Operations
While the overall volume of text-to-9-1-1 requests for service remains relatively low, a growing number of PSAPs are leveraging SMS-messaging applications to initiate communications with callers when voice communications are not possible or to provide operational efficiencies for emergency or non-emergency call processing. This session shares strategies that PSAPs can quickly implement to both resolve some of the most challenging calls and streamline workflows.

Hot Topics | Preparedness Is the Best Response: Hurricane Season 2017 
PSAPs in the paths of Hurricanes Harvey, Irma, and Maria experienced both expected and unexpected impacts during hurricane season 2017. Join this panel discussion to learn what went well and where improvements can be made for connectivity and routing backup. Experts from public-, private-, and federal-sectors will share their perspectives and listen to yours in this interactive session designed for reciprocal education.

Leadership & Effective Supervision | The “I’s” of Leadership
When a community selects us to serve in public safety, we accept the mantle of leadership. This breakout empowers attendees at all levels of an agency to realize their opportunities and responsibilities as leaders, and looks at defining and developing leadership traits regardless of job title – whether you’re in the call-taking chair, director’s office, or out in the field.

Management Essentials | Leading Change From the Console
Change can be painful and difficult to manage, achieve, and sustain. Learn to leverage the influential role the dispatcher plays in an organization to help you lead operational and technological changes by applying Dr. Kotter’s "Leading Change" strategy. Review real-world experiences of organizational change led through the communications center, hear application stories, learn from mistakes, and gain from experiences that have impacted entire organizations.

NG9-1-1 Early Adopters | We’re All Different, Yet the Same: NG9-1-1 Early Adopters
Join us for a panel discussion with a group of early adopters to learn about their paths to NG9-1-1, what went well, what didn’t, and what’s next. The group will examine issues including system planning, design, and deployment; funding models; what you can learn from others; and what decisions may depend on the specific needs of your agency and community.

The Next-Gen PSAP | NG9-1-1 Data Flow to PSAPs
In NG9-1-1, a request for service may include a variety of different information, and the data flow process will be far richer than the ALI data used in E9-1-1. This session explains data-flow capabilities and options in NG9-1-1, what decisions are required, and what you can expect when comparing today ALI to what NG9-1-1 offers.

NG9-1-1 Systems & Technology | The Power of NG9-1-1 Differentiators: Geospatial Routing
Geospatial routing — the ability to route 9-1-1 calls to the most appropriate PSAP based on a caller’s location, call characteristics, GIS data, and locally defined policies – is a key component of NG9-1-1. Attend to learn about the NG9-1-1 design elements that ensure routing accuracy, how to prepare your GIS data for NG9-1-1, and what decision points enable you to leverage the flexibility of geospatial routing.

Preparedness & Resiliency | TERT: Beyond Deployable
The National Joint TERT Initiative delivers mutual aid and support to PSAPs during large-scale emergencies or disasters. This presentation highlights the lessons learned from multiple TERT deployments in 2017, as well as the steps that your state can take to ensure your TERT team is ready to be utilized in the event of an activation.

Procurement Strategies | Keys to Effective Vendor Management
This presentation identifies the key criteria for a buyer-provider relationship and explores the challenges with structuring an effective service-provider contract. Several alternative approaches for improving the buyer-seller agreement will be presented for consideration, along with their advantages and feasibility. Case studies and sample contract language will be provided.

3:45PM – 4:45PM

Analytics & Big Data | Data-Driven: Nationally-Uniform Data for Optimal 9-1-1 Systems
Each year, state leaders collect and share data about their state’s 9-1-1 system and progress toward NG9-1-1. This session explains why data is so important for 9-1-1 improvements, both now and in the future. Learn about the national and state-level data available today and how 9-1-1 experts are spearheading an effort to develop a uniform 9-1-1 data system that will help move the industry forward.

Dispatcher Essentials | Shots Fired, Shots Fired
“Shots fired” are two of the most feared words for any dispatcher. This session focuses on what the telecommunicator can do during and after these incidents, based on the real-life experiences of someone who has both worked an officer-involved shooting and been involved in one.

Emergency Services Around the World | i3 Architecture: European Standardization & Initiatives 
The European emergency communications standards body recently started work on a technical specification covering i3 core services and interfaces, as well as a technical report considering NG emergency communication interoperability testing. The session first overviews those projects, then discusses and demonstrates an Austrian text-to-1-1-2 pilot that uses i3 core services and a compatible smartphone open-source chat app.

The Future of 9-1-1 | Enabling Non-Traditional Devices to “Call” 9-1-1
As IoT- and smart-devices proliferate, it is important to enable them for possible emergency calling, should the user expect it. Attend to learn about the types of devices being enabled for 9-1-1 dialing and discuss what the 9-1-1 community can do to prepare for this next evolution in technology and emergency calling.

Hot Topics | Real-Time Text: Coming Soon to 9-1-1! 
The FCC has taken action that may soon cause TTYs to make way for real-time text (RTT) technology. RTT will have a significant impact on the deaf and hard of hearing, as well as PSAPs nationwide. Attend this breakout to review the FCC ruling, learn about the benefits of RTT, and explore what steps are needed to make it a reality.

Leadership & Effective Supervision | Generations in the Workplace: How We Can All Work Together
Today’s workforce is comprised of five different generations! What does that mean for you as a supervisor or manager? Attend to learn how knowledge of your employees’ backgrounds can help you direct them to perform within the desired guidelines. You’ll leave with skills to bridge the generational gap and get the best out of your team through awareness of personality, generational, and cultural differences.

Management Essentials | Culture, Mentorship, & Creating the Best Place to Work
As public expectations for PSAPs continue to rise, the ability to find and retain the quality individuals necessary to execute on those expectations is becoming ever more challenging. Building the right culture is imperative for an organization to withstand today’s challenges. Attend to learn how to cultivate a positive workplace culture, examine the role mentorship plays, and talk about success stories from around the country.

NG9-1-1 Early Adopters | The NG9-1-1 Interstate Playbook Updates: New Challenges
Interoperability is fundamental to the NG9-1-1 vision, but it’s not as simple as just connecting some cables and flipping a switch. Facilitated by the National 911 Program, several states are trialing interoperability functions such as voice and text transfers between dissimilar service providers. This session provides case studies that help NG9-1-1 implementers navigate the interconnection waters through discussion of successes, challenges, and lessons learned.

The Next-Gen PSAP | Actionable Insight: Data, Visualization, & Reporting Solutions
Management Information Systems (MIS) solutions have been around for a long time. However, we now live in an era when the sheer volume, complexity, and distillation of data requires looking at MIS in a new way. Join us for a dive into some of these new MIS approaches that help you and your staff collect, analyze, visualize, and effectively use your organization’s data.

NG9-1-1 Systems & Technology | Strategies to Improve 9-1-1 Routing for Wireless Callers
In many areas, 80% of 9-1-1 calls originate from mobile devices. These calls are all routed using only cell-sector data, which can be imprecise. How can we do better? This session discusses how wireless 9-1-1 calls can be routed more accurately using modern smartphone location services on an NG9-1-1 network using data from the NG9-1-1 clearinghouse and the GIS-based Emergency Call Routing Function (ECRF).

Preparedness & Resiliency | Active Assailants: Shortening Response to Improve Outcomes
Deadly active-assailant incidents, while rare, are increasing in frequency. How can PSAPs be better prepared and achieve more positive outcomes during these immediate, destructive, and responder-threatening events? This session examines actual incidents and discusses emerging best practices and assistive technologies. You will also learn how these approaches can be applied to common, lower-severity emergencies so that your PSAP can be ready for any situation.

Procurement Strategies | Successful RFP Strategies in a NG9-1-1 World
As jurisdictions look to move the NG9-1-1, the RFP process can greatly improve or harm the end result. This session examines real-world successful procurements resulting from a strategic approach that begins with RFP development and continues through pre-bid, procurement, and installation. Attendees will learn about clearly defining issues, identifying needs and processes, thorough information gathering, needs assessments, due diligence, vendor capabilities, and more.

5:00PM – 6:00PM

Analytics & Big Data | Performance Management in Today's PSAP Environment
This presentation explains the benefits of implementing a performance management program at your PSAP, including the development a robust key performance indicators (KPI) program. In additional, you’ll learn how to create and use an analytics dashboard as a tool to explain historical performance, make real-time decisions to respond to current events, and forecast scheduling and budget decisions based on trend analysis.

Dispatcher Essentials | A New Approach to CTO 
The 9-1-1 profession has changed dramatically in the past decade, but many of our training programs have not. Come see how the new NENA model-training program – that includes an electronic platform to help organize and track progress to ensure all critical core tasks are being met – streamlines the evaluation and documentation processes for your new hires and training officers.

Emergency Services Around the World | Handset-Derived 9-1-1 Location: A Global Solution?
Current 9-1-1-location solutions for mobile devices rely on cell-tower location and assisted GPS, which can be inaccurate and even fail. Attend to learn the basics of the device-based emergency location technology for Android phones that is available today and can deliver more accurate location to emergency services when an emergency call is detected, as well as provide z-axis coordinates and support text-to-9-1-1.

Funding & Governance | FCC Update
The FCC is actively working to address a number of critical 9-1-1 issues, including Next Generation 9-1-1 deployment, real-time text, 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.

The Future of 9-1-1 | First Net & NG9-1-1: The Future Is Now
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FirstNet and NG9-1-1 are essential elements of the future emergency communications ecosystem. This presentation explains the relationship between NG9-1-1 and FirstNet today, as well as how they will evolve together as technology advances, more systems become operational, and connection points come online.

Hot Topics | Trial by Fire: The Role of an Incident Dispatcher
This session presents lessons learned from incident dispatchers who responded during the wildfires that devastated the Great Smokey Mountains in 2016. Attendees will learn about the roles and responsibilities of incident dispatchers, and how incident dispatchers differ from other personnel, such as TERT team members.

Leadership & Effective Supervision | Emotional Intelligence in the 9-1-1 Center
While many 9-1-1 professionals possess the technical skills to succeed, exceptional leaders have a secret ingredient that inspires teams to great performance and reduced conflict. Backed by solid research, leading individuals and organizations are developing emotional intelligence (or “EI”) to dramatically improve performance. This powerful breakout improves your awareness and abilities to manage the “human side” that generates superior performance.

Management Essentials | It Starts With People: Recruiting Amazing Performers for 9-1-1 
Could your dispatch center use a few more fantastic performers? Students attending this session gain valuable ideas and strategies for recruiting, hiring, training, and retaining new applicants. Students will leave with a better understanding of what today's applicants are looking for and how we can best attract them into our industry.

NG9-1-1 Early Adopters | NG9-1-1 Pathway to Progress: Pennsylvania
The PSAP community in Pennsylvania is on the road to a statewide NG9-1-1 migration. The past two-year period has included major activity in areas of policy, governance, funding, and technology. Attend to learn how stakeholders have overcome bumps in the road and how local, regional, and state 9-1-1 leaders have worked together to build a strategy and move forward in unity.

The Next-Gen PSAP | NG9-1-1 in Maine & the Value of Geo-Enabled Call Transfers
In this session, attendees will hear about Maine’s process of moving from a legacy E9-1-1 system to statewide NG9-1-1. Panelists will also discuss the real-world benefits and operational value of geo-enabled selective transfer in an NG9-1-1 system using the Emergency Call Routing Function (ECRF).

NG9-1-1 Systems & Technology | NG9-1-1 Platform Testing: Why Cutover Is Just the Beginning 
Your NG9-1-1 network is installed and online! But that’s not the end. NG9-1-1 platforms are complex groupings of software application stacks. This session explores the realities of maintaining stable, predictable, and high-uptime NG9-1-1 systems with the use of ongoing life-cycle update gates, testing, and change-control plans. Learn the realities of major and minor updates, patches, hotfixes, and how to manage each within live NG9-1-1 enterprises.

Preparedness & Resiliency | Don’t Plan for Today, Plan for Tomorrow
What are the lessons learned from a catastrophic event like Hurricane Irma? Naples, FL took a direct hit and the Collier County Sheriff’s Department Communications Division gained valuable insight into why you can never be too prepared. Attend and learn how their experience can help everyone be better prepared for any disaster.


Tuesday, June 19

1:30PM – 2:30PM

Dispatcher Essentials | Are We There Yet: What’s Next for the Telecommunicator?
Join us on a road trip where examining the unique challenges faced by the telecommunicators of today and tomorrow. During this excursion, we’ll explore the technical, operational, and policy evolution expected in a data-rich world. We will stop to talk about myths, fears, and benefits of the next-generation public safety communications ecosystem and answer the question, “What’s next for the telecommunicator?”

Hot Topics | Using Crowd-Sourced Traffic Data in the PSAP 
What if the location of major traffic accidents could be crowdsourced by drivers in real-time? What if PSAPs could receive these alerts on a map and redirect traffic away from a scene with the click of a button before the first call even came? Learn how Collier County, FL utilizes crowdsourced citizen data to improve situational awareness and response times.

Leadership & Effective Supervision | Creating Your Team for 9-1-1 Success
All good leaders surround themselves with great people. But where do you find them and how can you create them? This session gives you the tools you need to build your very own dream team by using proven methods like promotion, demotion, internal change, external hiring, and consulting services.

Management Essentials | Keeping Your Center Out of the Headlines: Liability Issues in the PSAP
9-1-1 centers make the news almost every day. Unfortunately, it is often for the wrong reasons. Using video and audio examples, this session provides guidance to 9-1-1 center personnel on the most common mistakes that expose PSAPs to liability and explains how you can minimize the chance of your center making an unfortunate mistake that brings the media to your doorstep.

The Next-Gen PSAP | The Real-World Benefits of NG9-1-1
In this session, representatives from agencies from across United States share examples of how successful NG9-1-1 implementations have led to myriad enhancements, such as improved call handling. Attend to learn the positive difference NG9-1-1 makes for PSAPs every day, uncover operational benefits you may not know about, and identify the top reasons for migrating ASAP.

NG9-1-1 Planning & Implementation | Why Do I Have to Do This? Basics for NG9-1-1 System Success
There is no replacement for a conceptual understanding of NG9-1-1. Learn the “why” behind the NG9-1-1 standards, explore answers to commonly asked questions, and improve your knowledge beyond “because the standard says so.” Topics include: Why spelling everything out is important, the significance of a 98% match rate, the MSAG in today’s 9-1-1 environment, and what in the world CLDXF means.

4:00PM – 5:00PM

Dispatcher Essentials | PTSD in the 9-1-1 Community
Join a 9-1-1 professional and a PTSD researcher on a personal and educational journey from the depths of darkness to a place of peace and understanding regarding the effects, warning signs, and realities of PTSD in 9-1-1. This essential session guides you to an increased awareness of this very important issue and, most importantly, highlights how to have PTSD but not let it have you!

Hot Topics | Improving Public Safety With Drones
Drones provide an aerial perspective of emergencies that was previously expensive, dangerous, or simply impossible to obtain. This is no longer the case, and public safety agencies need more guidance and training. Join us for this introduction to small unmanned aircraft systems (sUAS), their uses in emergency response, and how you can become a leader in this emerging area of interest.

Leadership & Effective Supervision | Best Practices for QA Implementation
Using the foundations of the NENA/APCO ANSI-approved quality assurance (QA) standard, this session teaches you the current best practices of implementing or refreshing your QA process. By discussing education, preparation, standardizing forms, and tracking usable data, you’ll leave better equipped to implement a successful QA/QI program in your center that yields truly positive changes.

Management Essentials | Cybersecurity Monitoring for the 9-1-1 Community: How & Why?
It takes 104 days for an organization that is not monitoring its network for cyberattacks to notice a breach. Attend this session to learn importance of monitoring, the benefits of a security operations center (SOC), how to monitor on your own, what to look for in a third- party partner, and how to integrate effective monitoring into your cybersecurity portfolio.

The Next-Gen PSAP | The Four Pillars of NG9-1-1 Success
It's easy to lose sight of what NG9-1-1 really is: transformational change. While technology is an extremely important building block of NG911, it's merely one component of a multi-faceted effort required for overall success. During this presentation, attendees explore the four key pillars that are essential to any successful NG9-1-1 implementation: governance, operations, technology, and funding.

NG9-1-1 Planning & Implementation | Caveat Emptor: Smart Vendor Selection & Management
It’s challenging to deal with vendors and sort through the fluff. Marketing techniques, unclear tech specs, and terms and conditions can leave an agency stranded with an underperforming or overpriced product. Join us to learn how to vet a vendor's qualifications and experience, what types of questions you need to ask, how to test solutions, and ways to manage the client-vendor relationship.


Wednesday, June 20th, 2018

8:45AM – 9:45AM

Cybersecurity | Cybersecurity Basics for Everyone
New to cybersecurity? Don’t be overwhelmed! This session breaks down this sometimes-difficult topic into easy-to-understand, actionable pieces. You will learn about the types of attacks most common to PSAPs and what can be done to mitigate them. You’ll leave with simple and fun ways to teach your team better cyber-hygiene, both in the workplace and at home.

Funding & Governance | Clearing NG9-1-1 Regulatory Hurdles: A How-to Guide
Shiny new technologies and services are often the focus of NG9-1-1 transitions without enough attention given to connecting the new systems with legacy networks. Every successful NG9-1-1 implementation involves preparing for, preventing, or hurdling regulatory roadblocks. Come to this session to learn how to minimize and overcome bumps in the road while planning and contracting for NG9-1-1 services.

GIS & Other Databases | GIS Basics for Everyone
Geographic information is instrumental to the success of 9-1-1. The importance of GIS only increases as the migration to NG9-1-1 continues and the next generation of 9-1-1 technologies are introduced. This informative and engaging session helps bridge the gap between our current understanding of what GIS is and does and where our awareness needs to be to ensure GIS success now and in the future.

Hot Topics | NextGen Training: A Fresh Approach to Meeting a Critical Need
Tennessee is taking a fresh approach to addressing the training needs for frontline telecommunicators. With the changing scope and environment of 9-1-1 centers, training is more critical than ever. During this session, attendees learn how Tennessee is reaching more people with a tighter budget, providing centralized training, and preparing 9-1-1 professionals for the future.

Management Essentials | Details Matter: The Importance of After-Action Reports
After a major incident, an agency should conduct a thorough after-action review documenting what went right, what went wrong, performances gaps, training or operational needs, liability issues, and recommendations for improvement. This session provides you with the skills needed to write comprehensive and effective after-action reports using a standard template.

NG9-1-1 Planning & Implementation | NG9-1-1 Planning at the National Level
As state, regional, and local leaders continue to plan for and implement NG9-1-1, many are left looking for guidance. This session provides an overview of two invaluable resources: the recently-updated Model State Plan and Legislative Guidelines used to create draft NG9-1-1 plans, and the new national NG911 Roadmap effort convening stakeholders to identify steps needed to realize the full benefit of NG9-1-1.

Personal & Professional Development | 9-1-1: Your Calling, Your Career!
This session is for those who want to make 9-1-1 a career, not just a job! Learn the essentials of building your career, finding and getting the training you need, tips on professionalism and networking, and how you can get the most out of this rewarding profession!

PSAP Design | Navigating Consolidation: Lessons Learned
The consolidated Lake County 911 in Indiana and Lyons Township Area Communications Center in Illinois successfully went live after years of planning, months of construction, and days of migration. This session shares lessons learned that can be applied to any community navigating this complex process. You will also gain insights into the major stages of consolidation: governance, technology integration, facility integration, training, and migration.

Public Education | Social Media & the PSAP: Strategies for Success
We use social media for almost everything, why should 9-1-1 be any different? In this session, we’ll discuss ways to identify the right platforms, how to get started and build your social presence, the do's and don'ts of social-media posts, and how to engage with your community.

Standards & Best Practices | Collaborative Models for 9-1-1 & Crisis Center Partnerships
Collaboration between crisis centers and PSAPs is vital to the well-being of individuals at risk of suicide and/or experiencing psychiatric emergencies. There are many models of partnership that meet the standards set forth in the National Lifeline’s Imminent Risk Policy and NENA’s Suicide Prevention Standard. This presentation discusses current models and the benefits of each for both at-risk individuals and 9-1-1 professionals.

Stress, Health, and Wellness | The Power of Resilience: 3 Keys to Beating Burnout
9-1-1 telecommunicators are resilient by nature—they’re caregivers to the world! Research has shown that dispatchers who prioritize their resilience are happier on the job, feel more confident about their day, and experience greater life satisfaction. This presentation underscores the importance of resilience at both the personal and organizational levels, and offers specific tools and strategies to help you become more resilient.

Text-to-9-1-1 | Text-to-9-1-1: An Essential PSAP Tool
By examining the experiences of those who have deployed text-to-9-1-1, this presentation outlines what PSAP personnel need to know about text-to-9-1-1. Additionally, you’ll learn which words are proven to empower users to share more information, discover how adherence to five stages of a conversation is linked to positive user outcomes, and obtain conversational techniques to compel texters to disclose current need.

10:00AM – 11:00AM

Cybersecurity | Cybersecurity for E9-1-1 & NG9-1-1: Vulnerabilities & Improvements
Thoughts of cybersecurity can have a chilling effect on agencies planning for NG9-1-1. Many assume there is an increased vulnerability to hackers, but existing networks on legacy systems are also vulnerable. Join us to learn why an NG9-1-1 system might actually be safer than you think, why legacy systems may be leaving you exposed, and how to handle untrusted data from 9-1-1 callers.

GIS & Other Databases | The NENA NG9-1-1 GIS Data Model: A Primer
What does NENA’s NG9-1-1 GIS Data Model Standard say and what impact does it have on NG9-1-1? Join us for an overview of the document, including the GIS data layers currently covered by it, the structure of the data layers within it, and important issues not specifically addressed by the standard that may be the focus of other documents or future revisions.

Hot Topics | The Future of Telecommunicator Minimum Training Guidelines
Following the collaboration of 9-1-1 industry organizations and public safety professionals that yielded minimum training guidelines for the nation’s 9-1-1 dispatchers, this presentation discusses the guidelines’ efficacy and the ongoing advocacy efforts to initiate training legislation in all fifty states by 2020.

Management Essentials | Ten Time-Saving Practices for PSAP Managers
As a 9-1-1 center manager, you’re stretched thin leading daily operations, Quality Assurance, evidence/audio requests, performance reporting, training, development, employee relations, and staff supervision. In this session, you’ll see how 9-1-1 centers are successfully leveraging technology and proven processes to double their productivity and eliminate duplicate work, all while improving customer service and ensuring compliance with industry standards.

NG9-1-1 Planning & implementation | The Path to NG9-1-1: Thinking Outside the Box
NG9-1-1 brings the opportunity to do things differently from the legacy network approach. For one, we can make choices that enable greater flexibility and control. But where to start? Attend and learn how you can achieve success in your NG9-1-1 planning and implementation by assembling the right team, creating a common understanding and direction, and leveraging existing assets in new ways.

Personal & Professional Development | Growing Up in 9-1-1: Parenting Advice from a Fourteen-Year-Old
Are you having a hard time managing work and family life? Do you struggle with not being able to see your kids because of your crazy work schedule? Come to this session for some insight straight from the kids! Chloe brings an encouraging perspective that demonstrates the ways your family can thrive because of your career as a 9-1-1 professional.

Procurement Strategies | Negotiation: The Art of Getting What You Want
The purchase of a major technology system can be arduous for those of us who have to endure it. This presentation addresses the negotiation phase of the procurement process, helping you understand the importance of negotiating, the value of assembling a proper negotiation team, and the importance of setting goals for your negotiation.

PSAP Design | Measure Twice, Cut Once: Building a Better PSAP
This session provides an overview of many of the critical elements that go into designing and building a better PSAP. From land selection and development principles, to continuity, survivability, and the importance of planning, learn how to ensure your future building meets your long-term needs.

Public Education | Educating Your Community About Text-to-9-1-1
Many states and U.S. territories endured an increased number of natural disasters in 2017. Although text-to-9-1-1 service was available in some regions, few people knew that sending a text to 9-1-1 was an option. This session reviews various ways states and local jurisdictions have marketed the availability of text-to-9-1-1 to ensure maximum community awareness.

Standards & Best Practices | NG9-1-1 Status Update
Version 3 of the i3 Standard was recently completed and is in the final stages of adoption. This session reveals what changes were made from v2 to v3, what we expect to see in v4, and what additional efforts are underway to round out NENA’s suite of NG9-1-1standards. Additional discussion provides readouts of NG9-1-1 early-adopter experiences and the benefits they’ve found thus far.

Stress, Health, & Wellness | The Importance of Sleep
On average, Americans sleep less than eight hours per night, with those who engage in shift work sleeping even less. Discover how the lack of sleep impacts your long-term health, while learning how to mitigate the effects through proven tips that can improve your sleep quality and overall wellbeing.

Text-to-9-1-1 | Can You Find Me Now? A Text-to-9-1-1 Location Discussion
It’s well known that text-to-9-1-1 plays a critical role in expanding access to timely emergency response. However, the critical challenge of obtaining usable location data is not as well known in the context of text-to-9-1-1 service. The presentation explores the source of the text location information, varying presentations of location, the rebid process, and how location will be impacted by the migration to real-time text.

11:15AM – 12:15PM

Dispatcher Essentials | Improving Field Responder Safety Through Information Sharing
This session discusses the use of alarm protocols, which enable communication between alarm monitoring companies and PSAP’s to be automated. You will also learn about nationwide driver’s license photo sharing, standardized rap sheets, and other accessible data sources for information sharing between PSAPs and other agencies. Finally, you’ll find out how your state compares to others when it comes to information sharing.

Future of 9-1-1 | Artificial Intelligence for Text-Call Routing & Triage
Artificial intelligence (AI) and automation can help PSAPs address major events and utilize data sources such as text and social communications. Automation is widely deployed and is ready to deliver simple triage, such as grouping messages by location and phrases and providing automated instructions and contact information. This presentation describes AI and how automation can be leveraged to meet the challenges faced by PSAPs.

Hot Topics | Social Media & PSAP Operations: Friend or Foe
This breakout examines the potential benefits of being publicly engaged in social media and the potential liability. We will discuss letting employees utilize social media during their shifts, as well as how to use it to seek support by crowdsourcing answers from agencies who have dealt with similar issues. Examples of successful – and not so successful – uses of social media will be highlighted throughout.

Leadership & Effective Supervision | Valuing Everyone: Servant Leadership in the PSAP
Servant leadership turns the power pyramid upside down; instead of the people working to serve their leader, the leader is there to serve their people. Attend this session and learn how you can use this philosophy of serving first to unlock and drive and motivation and create higher-performing teams and better-fulfilled employees.

Management Essentials | Overcoming Negativity
Remaining a positive person in a negative world can be exhausting. Learn how choosing your attitude, improving morale, and creating a healthy work environment can have a positive impact on your entire center. We'll examine the traits of the pessimist, the optimist, and the realist and focus on how changing our views can change our lives.

The Next-Gen PSAP | New Technology: Where Do We Start?
Doesn’t it sometimes feel like you are working for technology instead of vice versa? This session examines how the City of Alexandria, VA undertook the process of understanding and identifying their NG9-1-1 requirements. Attendees will learn how to map their PSAP’s needs, identify funding and interoperability options, and better understand NG9-1-1 components and how they relate to the PSAP.

NG9-1-1 Planning & Implementation | Understanding Key Components of NG9-1-1
Thanks to the adoption of NENA’s i3 Standard, public safety has taken a giant leap towards fully-realized NG9-1-1. However, successful implementation requires understanding key components. This session considers elements that lie just beneath the surface in a myriad of acronyms: LIS, LDB, LNG, LFV/ECRF, PIDF-LO. Attend to see what lies behind the alphabet soup and gain a better understanding of NG9-1-1 and related data.

Personal & Professional Development | Literate, Objective, & Legitimate: Communicating Like a Pro
Everyone must communicate effectively and professionally, whether you’re issuing policy and directives, documenting employee performance, or conveying instructions and information. This session focuses on the keys to effective written and verbal communication: sentence structure, flow, and phrasing, as well as clarity, action verbs, punctuation, and mechanics. In addition, attendees learn how to avoid opinions, feelings, and predictive phrases when documenting employee performance.

PSAP Design | Design & Implementation for PSAPs & ECCs
Whether building from the ground up or performing a major renovation, the design effort for a PSAP/ECC is an exciting opportunity that should position your enterprise to meet your community’s current and future 9-1-1 demands for decades to come. In this presentation we identify a systematic approach that delineates the programming, design, and implementation steps for your PSAP/ECC project.

Preparedness & Resiliency | Reporting Carrier Service Outages: A New Path & Process
Reliability of 9-1-1 service requires effective methods for carriers to recognize and report service-outage conditions to 9-1-1 authorities and PSAPs. This session covers methods developed over the last nine months to guide outage reporting, as well as what the effects and capabilities are for public-safety entities.

Standards & Best Practices | The NENA Call-Processing Standard: What It Means for Your PSAP
One of NENA's first ANSI-approved documents, the recently-revised 9-1-1 Call Processing standard provides updates to requirements for 9-1-1 call-processing procedures and metrics. The scope of the new ANSI standard will be discussed, with an emphasis on how PSAPs should adapt their local policies to meet the new benchmarks.

Stress, Health, & Wellness | Suicide & 9-1-1 Professionals: A National Concern
Death by suicide among our 9-1-1 ranks is a hard reality; the fallout in your center can be devastating, especially when we try to just push past it. In this session, a 9-1-1 leader who has survived employee suicide joins with a 9-1-1 mental health professional to equip you for “postvention:” the process of healing together as a 9-1-1 family after suicide.

3:00PM – 4:00PM

Cybersecurity | Know Your Enemies
Cybersecurity is crucial to the operation of 9-1-1. Most systems have developed effective policies around prevention and recovery. This presentation looks at the other end of the spectrum to demonstrate how, why, and to what extent hackers can navigate around and evade policies. Learn what hackers look for, how they find holes, and what they’re really intent on doing once they get inside.

Dispatcher Essentials | Problem-Based Learning Strategies in Dispatch
Telecommunicators are tasked with problem-solving on a daily – sometimes on a minute-by-minute basis! However, our training programs sometimes fail to produce employees who are equipped to find learning resources or think critically and analytically. The implementation of problem-based learning (PBL) concepts into your training program can accomplish that goal. This session introduces you to critical PBL tools, including ill-structured problems and the five-step problem-solving method.

The Future of 9-1-1 | Smart-City Initiatives & the PSAP
Cities are dealing with new and evolving challenges all the time. Population growth and urbanization in particular threaten to aggravate existing problems like congestion, crime, smog, and aging public infrastructure. In this session, attendees explore smart-city use cases and the opportunities smart cities provide for improving public safety and security.

Hot Topics | Social Media During Critical Events
During the summer of 2017, the United States experienced some of the worst natural disasters on record, with hurricanes and fires causing catastrophic damage. During this time, we all saw the possibilities and limitations of social media in the current public safety environment. Come discuss the plusses and minuses of emerging communications methods during disasters, as presenters share lessons learned and pre-planning strategies.

Leadership & Effective Supervision | Let’s Mentor! Shaping the Future of 9-1-1
Mentoring is something that we in public-safety communications need to know about. Effective mentoring can make all the difference with new employees; remember, we want them to learn to love their jobs! This session provides the building blocks to develop and implement an effective mentoring program in your agency.

Management Essentials | A Growing Partnership: The Department of Defense & 9-1-1
Advancing the 9-1-1 industry towards the next generation depends on collaboration. As DoD modernizes its 9-1-1 systems and PSAPs, they have initiated partnerships with non-military 9-1-1 organizations. Learn how this effort has helped both DoD and civilian PSAPs learn more about emergency communications resources, improve information, sharing and begin development of a common path to improved emergency communications.

NG9-1-1 Planning & Implementation | Key Components of a State NG9-1-1 GIS Data Provisioning Plan
In preparation for making the transition to an i3-compliant ESInet, the Commonwealth of Virginia has developed a state-specific model that contains best practices for GIS-data preparation, initial data provisioning guidelines, i3 GIS validation, and field mapping between legacy and i3 data. Attend to learn about recommended processes for achieving GIS data integrity standards, transition issues, and data-maintenance best practices.

Personal & Professional Development | Habit Loops in the Communications Center
Understanding habit loops and the very important role they play in the communications center can unlock personal and professional satisfaction and effectiveness. This breakout helps you prepare for inflection points that will arise in your career. You’ll leave better equipped to change negative habits and make a more positive impact at home and at work.

Preparedness & Resiliency | Las Vegas: Triumph Through Tragedy
On October 1, 2017, the deadliest mass shooting in US history occurred in Las Vegas. This event left fifty-eight people dead, hundreds injured, and millions affected. Hear how Las Vegas Fire & Rescue dispatchers managed this horror, as well as how dispatchers from Sacramento, CA helped LVFR telecommunicators cope with the after effects of this tragedy.

PSAP Design | Beyond a Building: Technology & System Design for Success
PSAPs have unique complexities that arise with each building project. The focus of every project is to optimize the functional use of the space for operational integrity. This presentation explores case studies in technology, AV, and building-systems survivability in response to natural and manmade threats.

Standards & Best Practices | Industry Standard Update: Automatic Crash Notification
The Internet Engineering Task Force (IETF) recently published two related requests for comment that describe a standards-based approach for supporting vehicle-originated emergency calls, including delivering supplemental vehicle crash data to PSAPs, also known as automatic crash notifications. This session explores the similarities and differences between the two standards and how they may impact your PSAP operations.

Stress, Health, & Wellness | Five Proven Techniques to Stop Stress Now!
Stress is a killer in our society and prevents us from optimum productivity. Stress affects memory, cognitive function, decision-making, and the ability to take responsibility for our actions. Stress management is especially important for dispatchers and field responders who must keep their cool during emergencies. Learn proven and practical tools to stop stress now and improve your personal health and job performance.