NENA 2019 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.

Sunday, June 16

Innovation Theatre | Expo Hall Booth 129

11:15AM – 11:45AM | Launching ALI for an ESInet: A Case Study
Steve Helme, ENP – Comtech Safety & Security Technologies
Attend this session to understand the need for an ALI database and DBMS that can transition to a Next Generation 9-1-1 Location Database (LDB) and Location Validation Function (LVF) that uses your GIS data. Also, learn valuable lessons on migrating from your existing E9-1-1 ALI provider to your new NG9-1-1 provider.

12:00PM – 12:30PM | The Future of NG9-1-1 & CAD Is in the Cloud
Steven Raucher – RapidDeploy
The cloud can improve location accuracy and decrease response times, making it instantly valuable to PSAPs. Additionally, the data it collects over time will inform data-driven decisions and can help predict future incidents. Come learn what the cloud is, why it’s beneficial to implement it into 91-1 and CAD systems, and how to do it.

12:45PM – 1:15PM | Emergency Communication Solutions That Work for You
Mike Guerra – AT&T | John Matuzek – AT&T | Mark Titus – AT&T
AT&T Emergency Communication Solutions is leading the way to public safety. Our data-driven, end-to-end solutions are powered by the Internet of Things, NG9-1-1 technology, and the power of FirstNet built with AT&T. Join us to see how the AT&T portfolio of Smarter & Safer integrated products and services unite and transform public safety – protecting the largest cities and smallest communities like never before.

1:30PM –2:00PM | The NGCS Best-Practices Workshop
Michael Mangini – Motorola Solutions
Whether you are just beginning to implement Next Generation Core Services (NGCS) or well on your way, attend this session to make sure you don’t miss the critical steps for a successful implementation. We’ll cover what you can and should be doing now and we’ll walk through best practices to help you succeed.

Breakouts | 2:30PM – 3:45PM

Cybersecurity | It Can Happen to You: The Story of a Cyberattack on a Small PSAP | Miami 1-3
Jack Kessler – 20/20 Technical Advisors, LLC | Stacey Bradford – Marion County (IL) 9-1-1
Think you are not a target for cyberattack? Think again! Attend to hear about how a small agency’s data ended up on the Dark Web, the problems it caused, how they responded and rebuilt their security infrastructure, and the steps you can take – with or without an IT staff – to make sure it doesn’t happen to your center.

Frontline Skills | 9-1-1 Customer Service: Takes Seconds, Saves Minutes | Sun Ballroom B
John Ferraro, ENP – Northwest Central Dispatch System (IL)
This session focuses on providing you with some rapid-fire tips and tricks to help call taking go more smoothly. You’ll discuss the concepts of empathy, ethical obligations, cooperation, and more that will help you create an environment of efficiency and cut minutes off response times.

GIS & Databases | Unpacking GIS for NG9-1-1 | Osceola 5-6
Diana Gijselaers – Motorola Solutions | David Cordray, ENP – Digital Data Technologies, Inc. | Richard Kelly – 911 Datamaster | Deb Rozeboom, ENP – GeoComm | Brooks Shannon – RapidDeploy
Got GIS questions? We have answers! Join us as we unpack the who, what, when, where, why, and how of GIS for NG9-1-1: Who uses the GIS data? What data is used? When and where is it used? Why is it important? And how does it work? Don’t forget to bring your questions, as we’ll be helping you unpack those, too!

Innovation | Beyond Location: Embracing the Internet of Things & Emerging Technologies | Osceola 1-3
Michelle Cahn – RapidSOS | Scott Luallin – Inteliquent | Tom Guthrie – RapidSOS | TJ Kennedy – The Public Safety Network | Karl Fasold – Orleans Parish (LA) Communications District
Millions of connected devices collect billions of data points; the challenge is making actionable information available to 9-1-1 and field responders. Attend to learn how advances like the Internet of Things, Smart Cities, and over-the-top services work and intersect with 9-1-1. You’ll leave with an understanding of operational considerations for your PSAP and tools to develop a proactive plan that embraces new life-saving technologies.

The NG Transition | Rome Wasn't Built in a Day & NG9-1-1 Won’t be Either | Sun Ballroom C
April Heinze, ENP - NENA
NG9-1-1 is a very complex topic. It takes a lot of blood, sweat, and tears leading up to cut-over day. But it doesn’t end there and it isn’t as easy as just flipping a switch, unfortunately. This session explores the nuts-and-bolts of the conversion and cut-over processes and helps you to understand what you can expect from start to finish – and beyond.

PSAP Tech | CAD Implementation Best Practices | Sun Ballroom D
Brian Bodor – Pillsbury Winthrop Shaw Pittman LLC | Rosa Akhtarkavari – City of Orlando (FL) | Budge Currier, ENP – State of California Governor’s Office of Emergency Services
Today, state and local governments face challenges when upgrading or updating Computer-Aided Dispatch (CAD) systems. Attend to learn procurement, contracting, and implementation best practices, as well as how to maintain accountability throughout the project lifecycle and ways to mitigate risk during implementation.

Wellness | Surviving PTSD: Saving Lives on Both Sides of the Headset | Sun Ballroom A
Tracy Eldridge – RapidSOS | Dr. Michelle Lilly – 9-1-1 Recovers
Post-Traumatic Stress Disorder is a serious issue in 9-1-1, but it isn’t a life sentence. Hear from a twenty-year PSAP vet about her personal experience and journey with overcoming trauma. This presentation provides a PTSD timeline that outlines the events leading up to PTSD, warning signs, diagnosis, ways to get help, and, most importantly, how to have it but not let it have you!

Breakouts | 4:00PM – 5:00PM

Frontline Skills | Hidden Bias: Cultural Diversity & the Telecommunicator | Miami 1-3
Tony Harrison, ENP – The Public Safety Group
This session examines how the issues of hidden bias, discrimination, and stereotypes affect our ability to take and dispatch calls. This session examines sensitive issues in our society and will provoke questions and discussion about complicated topics in a safe, professional, and respectful environment.

Innovation | Envisioning the Future of Your PSAP | Sun Ballroom B
James Lake, ENP – Charleston County (SC) Consolidated 911 Center
Rapid changes in 9-1-1 technology and operations can make it difficult for leaders to develop a vision of what their PSAP will look like – and do – in the future. This presentation provides the knowledge of technical and operational concepts that enable you to envision the future of your PSAP and map out a plan to get there.

Management | Strategies for Improving Employee Engagement | Sun Ballroom A
Doug Showalter – Showalter & Company
Many public-safety professionals report feeling frustrated with their jobs, which causes agencies to spend thousands trying to increase morale, engagement, and retention. This fast-moving and inspiring session provides many ways to renew your employees’ sense of pride in public service, including reminders of the impact they make each day.

The Next-Gen PSAP | Minimum Standards for PSAPs in an NG9-1-1 World | Osceola 1-3
Melanie Crittenden – Utah Communications Authority | John Ferraro, ENP – Northwest Central 9-1-1 System (IL)
The public expects PSAPs to provide a superior level of service. Following industry standards and best practices are essential to the success of any center striving to excel constantly and consistently, especially as we transition to NG9-1-1. This presentation examines the technical, administrative, fiscal, network, and operational standards and best practices that can improve your PSAP today and tomorrow.

The NG Transition | A Guide to NG9-1-1 Planning & Implementation | Sun Ballroom C
Budge Currier, ENP – State of California Governor’s Office of Emergency Services
This session is for 9-1-1 administrators, PSAP managers, and supervisors planning for or implementing NG9-1-1. We’ll cover important transition issues including legislation and regulation, ALI-database conversion, call aggregation, location accuracy, PSAP integration, future proofing, project planning, overcoming common barriers, and much more.

Partnership | Preventing Suicide by Working Together: A Practical Dialog | Sun Ballroom D
James Marshall, MA – 911 Training Institute | Shye Louis, M.Ed. – National Suicide Prevention Lifeline | James Lanier, MPA, ENP – Alachua County (FL) Sheriff’s Office | Bex Letourneau, MSW – Crisis Text Line
9-1-1 centers want to excel at managing suicide-risk calls, and so do teams at the National Suicide Prevention Lifeline, Crisis Text Line, and other crisis-support organizations. Our success depends on leveraging our shared commitment, new technologies, and well-designed collaboration. Join this 1st-of-a-kind panel of stakeholders to explore together this crucial challenge, and become part of the solution!

Standards & Best Practices | NFPA 3000: The Active-Shooter Standard | Osceola 5-6
Dr. Hezedean Smith, CFO, CEMSO, CPN, MIFireE, PMD – City of Orlando (FL) EMS Operations
Unfortunately, active shooter and hostile work events are an increasingly common occurrence. An extreme challenge for field responders and 9-1-1 alike, the NFPA recently released the first standard to help agencies plan for and mitigate these complex, demanding events. Come to this session to learn about 9-1-1's role in both active shooter and hostile event preparation and response.

Innovation Theatre | Expo Hall Booth 129

5:15PM – 5:45PM | Locating Emergency Callers in a Wireless World
Steve Malkos – Google | Boone Spooner – Google
More than 80% of emergency calls come from mobile phones, but locating them can still be an issue. When lives are on the line, caller location is critical for effective emergency response. This presentation covers how Android Emergency Location Service is delivering more accurate location to emergency services.

Monday, June 17

Innovation Theatre | Expo Hall Booth 129

11:00AM – 11:30AM | The Connected Command Center: Improving Situational Awareness With Data in the PSAP
Larry Helms – Motorola Solutions
More data means more information. Join this session to make sure your agency recognizes the critical benefits of context-enriched services that push the right content to the user at the moment of need. We’ll cover how your agency can leverage the overwhelming data it receives and how it can be used to improve situational awareness.

11:45AM – 12:15PM | Deploying NG9-1-1 in the Cloud: Truths, Myths, & Best Practices
Stephen Ashurkoff, ENP
The “cloud” has great potential to increase 9-1-1 system resiliency and reduce the costs associated with hardware purchase and replacement. Learn about the drivers that influence the design and implementation of cloud-based NG9-1-1 systems (including NENA’s i3 standard) and discover how public safety can get the most out of leading public cloud solutions.

12:30PM – 1:00PM | Boosting Situational Awareness & Decision Making With a Real-Time Response System & 9-1-1 Integration
Kevin Curtis – Verizon
Verizon’s Real Time Response System (RTRS) provides public safety with a decision support system (DSS) for better-informed decision making. Attend to hear about how this system provides you with the ability to unify operations into a single view where multiple sources like CAD, NG9-1-1-generated data, video, databases, and license plate recognition (LPR) systems operate in a single pane of glass to provide real-time actionable intelligence.

Breakouts | 1:30PM – 2:30PM

Community | Within the Trenches Presents: Imagine Listening & Open Mic | Sun Ballroom A
Ricardo Martinez – INdigital Telecom
Attend this live-audience episode of the Within the Trenches podcast! In this session, you have the chance to read your own story (or have it read for you) as we learn from each other, gain closure, and heal through storytelling.

Facility Planning | Consolidation: Not a Four-Letter Word | Sun 5-6
Sherri Bush, ENP - Federal Engineering
Consolidation: A word that strikes fear in the hearts of 9-1-1 professionals everywhere. But does it have to? Learn how to navigate these tricky waters through discussion of how to influence political will, manage organizational change, engage stakeholders, build budgets, and more.

Growth | Leading Up: How to Influence Your Boss | Sun Ballroom C
Jennifer Kirkland, ENP – Vail (CO) Public Safety Communications Center
It's not only the boss's job to lead... it's your job, too! Come and learn how to effectively tailor your interactions to your boss's communication style, how to “lead up,” and how to improve your overall communications skills. You’ll leave with new knowledge of emotional intelligence, conflict resolution, and other tools to help you succeed in your position.

Innovation | Leadership for 9-1-1: Navigating to the Future | Sun Ballroom D
Leslie Whitham, ENP – Chino (CA) Police Department | Christopher Carver, ENP – Hexagon
Innovation is occurring rapidly, but we still face the everyday challenges like staffing, operations, budgets, and more. Are you equipped with the abilities and techniques to help your team handle it all? Attend to learn how you – no matter what your role – can be a leader in your organization and cultivate essential skills that will benefit you both personally and professionally.

Management | Retaining Your PSAP’s Best Employees | Osceola 1-3
Megan Witherspoon, ENP – University of Nebraska Police Department
As an industry, we struggle to recruit qualified applicants; even fewer individuals successfully complete lengthy hiring processes and training programs. Attend this session to hear about a 2018 study on employee retention. You’ll gain data-driven insights about how you can increase retention of personnel through recruitment, hiring, training, promotion processes, succession planning, disaster recovery, and employee-wellness programs.

NG Tech | The Latest in ESInet Architecture, Technology, & Interoperability | Sun 3-4
Ray Paddock – Inteliquent, Inc.
The design, implementation, and interconnection of ESInets has a profound impact on NG9-1-1’s reliability, availability, and capability. Architectural designs and technologies are now available to improve the resiliency and diversity of ESInets and address a broad range of challenges. This session provides guidance on the architectural approaches to implementing ESInets; new technologies that can improve network availability and reduce costs; and guidelines for inter-ESInet communications.

Outreach | Revamping Community Outreach Using Today's Technology | Sun 1-2
Sasha Vargas – Rave Mobility Safety
Effective community outreach allows your organization to engage with your community, benefitting citizens and responders alike. If your current outreach efforts are not having the impact they used to, now is the time to adjust your strategy and take advantage of what technology makes possible. Attend this session to analyze your outreach pain points, learn to target your messages, and implement successful outreach programs.

Outreach | Steering Your Stakeholders: Building Consensus | Osceola 5-6
John Ferraro, ENP – Northwest Central Dispatch System (IL)
In this session, directors from two consolidated PSAPs share their experiences, stumbling blocks, and successes in implementing, managing, and delivering large-scale projects. Through discussion of the design, selection, and implementation of a multi-agency CAD/RMS system and the construction of a state-of-the-art communications center, you’ll learn how to develop plans, build consensus, engage your stakeholders, and achieve great things more quickly.

Policy | FCC Update | Sanibel 1-2
Dan Henry – NENA | Lisa Fowlkes – 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, real-time text, location accuracy, network reliability, and more. Join the head of the Public Safety and Homeland Security Bureau for a discussion of current and future Commission actions and what they will mean for PSAPs nationwide.

Preparedness | Prepare for Disasters Using Cloud Technology & Virtual TERT | Miami 1-3
Reinhard Ekl – RapidDeploy | James Lake, ENP – Charleston County (SC) Consolidated 911 Center | Bob Finney, ENP – Collier County Sheriff’s Office (FL)
During natural disasters and other large-scale emergencies, your designated backup center may also be compromised or overloaded. What if you utilized a backup center thousands of miles away? In this session, you learn how cloud technology and NG9-1-1 can create true geo-diversity and redundancy, as well as how agencies in Florida and South Carolina prepare for disasters by forming virtual Telecommunicator Emergency Response Taskforce teams.

Standards & Best Practices | NENA Standards: An Operations Primer | Osceola 4
Wendi Lively, ENP – Spartanburg County (SC) Communications | Lisa Dodson, ENP – CentralSquare Technologies | April Heinze, ENP - NENA
PSAP operations have changed dramatically over time, and with those changes have come significant standards development to ensure 9-1-1 centers are high-performing emergency-response hubs. This session provides an overview of the standards PSAPs should incorporate – from incident initiation to dispatch – into their agency SOPs to ensure efficient and effective operations, as well as what standards are available (or in development) for the NG9-1-1-operations world.

Train the Trainer | Creating Training Plans That Work | Sarasota 2-3
JC Ferguson – Austin-Travis County (TX) EMS
How do you ensure that training delivers not just knowledge, but actual skills that can be applied on the job? This session focuses on how you can use Bloom’s Taxonomy to assess for knowledge, comprehension, and application of any topic and how those areas of the cognitive domain can be used to create training plans that ensure your students receive the most beneficial education possible.

Wellness | Coping When 9-1-1 Needs Help | Sun Ballroom B
Rachel Kilby Bello – Wake County (NC) Information Services | Ryan Chambers – Denise Amber Lee Foundation
Each of us can deal with emergencies on the other end of the line; but what about when we ourselves need help? This session focuses on recognizing the impact personal loss has on us and co-workers and how it shapes our professional interactions. You will leave with a better understanding of the resources available in these situations and tools to maintain emotional balance and stability.

Innovation Theatre | Expo Hall Booth 129

2:30PM – 3:00PM | Location-Based Routing Is Here Now
Ed Vea – NGA 911
NGA 911 and its location partners have the ability today to route calls based on handset location. Come and learn why location data no longer needs to be “supplemental data,” and can be used to route the call and delivered in the i3 PIDF-LO format with the call.

Breakouts | 4:00PM – 5:00PM

Analytics & Data | Incorporating Big-Data Analytics Into 9-1-1 | Sun Ballroom B
Rob Grace – Pennsylvania State University
Big-data analytics can help detect emergencies and enhance situational awareness. This presentation demonstrates why and how PSAPs should incorporate this valuable tool into dispatch. Presenting findings from an ongoing study examining future 9-1-1 workflows, you’ll see how insights obtained from social-media data can enhance the timeliness and quality of information shared with field responders, and learn about how to incorporate data analysts into 9-1-1 operations.

Frontline Skills | Eliminating Complacency: There's No Such Thing as Routine | Sun Ballroom D
Tina Chaffin, ENP – University of Texas at Arlington Police Department
As telecommunicators, we sometimes forget that there is no such thing as a routine call. Complacency can lead to mistakes, mistakes can lead to fatalities, and fatalities can lead to liability. This session is a reminder that responder and citizen safety is paramount; we examine common “autopilot” types of calls and identify practices that enable you to break the complacency cycle for good.

Frontline Skills | Listening Skills: Hearing & Perceiving Beyond What's Spoken | Sun 5-6
JC Ferguson – Austin-Travis County (TX) EMS
Do you ever feel like you aren’t being heard? Maybe you aren’t listening! Attend to learn how to engage three types of listening, understand how eleven different barriers affect your ability to hear a message, and identify the three reasons callers don’t respond to questions or instructions. You’ll leave with the tools to overcome your listening barriers and become a better dispatcher, trainer, or supervisor.

Growth | Teamwork Makes the Dream Work | Sun 1-2
Mark Chase, ENP – Palo Alto (CA) Police Department
Being a 9-1-1 professional is tough. What keeps you going? What do you want your future to look like? Join us for an enthusiastic, fun, and truthful discussion about the challenges we face. You’ll hear about a team that formed a support group to fuel positivity, share honestly, and empower growth. Be prepared to come away with some a-ha moments about yourself and your future.

Growth | Overcoming Obstacles to Build a Better You | Sun Ballroom C
Brian MacMurdo, ENP – Hamilton County (OH) Communications Center
We’re all capable of so much more than we think. Attend to hear an amazing story of personal growth and transformation (going from 420 lbs, stressed, and depressed, to Spartan-Race runner and obstacle overcomer) and learn the steps you can take to deal with stress at home and at work, step outside your comfort zone, and achieve your goals.

Management | Vendor Management 101 | Sun 3-4
Thomas Stallone – Mission Critical Partners
The average PSAP director oversees more than thirty different vendors responsible for various networks, systems, and services. Agencies are more dependent on vendors than ever before and, as a result, their spend and risk continue to increase and their satisfaction continues to decrease. In this session, you learn negotiation best practices and must-haves, how to improve vendor performance, enhance value, and improve accountability.

NG Tech | NG9-1-1 & Drones | Sun Ballroom A
Buford Hurley, ENP – Greenup County (KY) E911 | Wolfgang Kamichler – Frequentis AG
Drones provide an aerial perspective of emergencies that was previously expensive, dangerous, or simply impossible to obtain. This is no longer the case, and agencies need more guidance and training – especially with NG9-1-1 greatly expanding multimedia and data-sharing capabilities. Join us for an overview of how drones are used in emergency response and how you can become a leader in this emerging area of interest.

The NG Transition | Are You NG-Ready? | Osceola 4
Stephen Verbil – State of Connecticut DESPP/DSET | Gerald Jaskulski – DHS Office of Cybersecurity & Communications
There’s a lot to consider when you’re transitioning to NG9-1-1. Attend to learn about two great resources from the DHS SAFECOM initiative that can help you on your journey. You’ll get an overview of the group’s NG9-1-1 cyber-risk assessment report and its findings, as well as a new NG9-1-1 self-assessment tool that you can use to evaluate your level of NG-readiness and transitional progress.

Outreach | Telling & Sharing 9-1-1’s Story Effectively | Miami 1-3
Michael Armitage, ENP – Eaton County (MI) Central Dispatch
It is up to us to spread the word about the important work telecommunicators do every day. This session teaches you how to write press releases and story pitches that will really get reporters’ attention, use social media to engage audiences, and develop reports for your governing board that go beyond just the numbers.

Preparedness | Regional 9-1-1 Outages: Lessons Learned | Sanibel 1-2
Steven Gorena – North Central Texas Council of Governments | Christy Williams, ENP – North Central Texas Council of Governments
We can't always prevent outages, but we can plan! After twenty-seven years in existence, the North Central Texas Council of Governments had its first regional-9-1-1 outage in 2018, affecting more than 1.7 million people. Come explore the technology, operations, and communications issues experienced during the outage; hear about the insights gleaned from the incident; and learn how to create your own critical incident/outage plan.

Standards & Best Practices | Using Workforce Management to Meet the Call-Answering Standard | Sarasota 2-3
Damon Farfan, ENP – Los Angeles (CA) Police Department
This presentation shows you a strategic approach to either improve or maintain your center’s call-answering service level. From a stakeholder equity perspective, you’ll learn why PSAPs need to meet the standard, tools you can use to troubleshoot issues preventing you from achieving your target service level, and changes you can make short-term and long-term to improve your call-answer times.

Train the Trainer | Mastery Not Minions: Successful Training Delivery | Osceola 5-6
Kimberly Clark, ENP – Salt River Pima Maricopa Indian Community (AZ)
Even the best curriculum can be undermined by a trainer with the wrong attitude, focus, or delivery style. This presentation focuses on the critical intersection of socialization and operation, helping you identify potholes that can undermine your mission and derail your training. You’ll learn how to recalibrate and refocus on helping your students build mastery that improves performance and reduces turnover.

Wellness | Saving Careers & Lives Through Peer Support | Osceola 1-3
Ryan Dedmon – 911 Training Institute | James Marshall, MA – 911 Training Institute
Discover the difference peer support can make in your PSAP! In this session, you’ll hear remarkable stories of resilience reclaimed in the aftermath of tragedy. Attend to identify the signs that a peer is struggling and needs support, see what 9-1-1 peer support looks like in action, and learn how peer support helps retention, performance, and morale.

Tuesday, June 18

Sunrise Session | Yoga for 9-1-1 Professionals | 7:00AM – 7:45AM | Coquina Lawn
Amber Diagostine – Denver (CO) 9-1-1
Start your day with this interactive session that teaches the basics of yoga techniques, why yoga can be hugely beneficial for 9-1-1 professionals (especially dispatchers), and the unique methodology of the Yoga for First Responders program. Before you leave, you’ll have a chance to experience for yourself some simple breathing techniques and yoga poses and see how yoga can benefit you and your organization.

Breakouts | 8:45AM – 9:45AM

Analytics & Data | Embracing What’s Possible: Training Your Telecommunicators for New Data Sources | Osceola 5-6
Dave Sehnert, ENP – Mission Critical Partners | Nathan Lee – Denise Amber Lee Foundation | Tracy Eldridge – RapidSOS
The future of 9-1-1 looks dramatically different from the linear model of traditional call delivery, processing, and dispatch. With NG9-1-1 making it possible to receive many kinds of data, how can you operationalize it all without overwhelming? Attend to find out! You’ll learn what new and emerging data sources are out there, as well as how you can incorporate them into existing workflows.

Frontline Skills | Improving Service to Callers With Disabilities | Sanibel 1-2
Michelle Kerr – Niagara University
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.

GIS & Databases | It's All in the Details: Developing & Maintaining GIS Data Long-Term | Sun 3-4
Brooks Shannon – RapidDeploy | Sherry Massey – Kansas 911 Coordinating Council | John Beasley – RapidDeploy | Eileen Battles – Kansas GIS Data Access & Support Center
This session details what GIS professionals need to do to put their data to work across the entire spectrum of locations encountered in emergency response. You will learn how greater granularity within GIS data allows 9-1-1 authorities to take greater advantage of what Next Generation 9-1-1 offers, as well as how both regional governance and local buy-in are essential to long-term GIS success.

Growth | Failing Center or Failing Boss? A Self-Assessment Checklist | Sun Ballroom B
Stephan Bunker – Maine Fire Service Institute
This presentation draws on observations made over decades in hundreds of North-American PSAPs, identifying the core management functions and skills that make some centers thrive and others fail. We’ll talk about the best and worst examples of recruitment, training, supervision, SOPs, protocols, performance evals, QA, planning, risk management, and liability avoidance and you’ll leave with a self-assessment checklist to score and gauge your own performance.

Leadership | Facilitating Change & Growth in the 9-1-1 Center | Osceola 3
Don Jones, ENP – Sonoma County (CA) Sheriff’s Office
Every day, we face challenges in our communications centers and we want to make changes to overcome them. However, when new systems and processes are put into place, many times they are met with resistance. Attend this presentation to learn how you can be a change leader, reduce opposition, and motivate your employees to embrace new ways of thinking and doing.

Management | The Seven Skills of a Successful Hire | Miami 1-3
Holly Barkwell, ENP – Barkwell Holland Group, Inc.
Traditional public-safety hiring requirements focus on proficiencies such as typing, multi-tasking, and language competency. However, as agencies transition to NG9-1-1 and the job of telecommunicator changes, are these skills sufficient? Attend to learn what abilities are essential for the dispatchers of tomorrow, how to cultivate them in your current team, and how to find them in potential new hires.

The Next-Gen PSAP | The Changing Role of the Telecommunicator in NG9-1-1 | Sarasota 2-3
Lisa Dodson, ENP - CentralSquare Technologies
The evolution of our profession requires us to reexamine just what a telecommunicator actually is, as well as how the job is perceived and portrayed. Join us for a discussion of all things TC-future, from duties and classification, to compensation and title. We’ll discuss ongoing research, NENA’s work on these topics, and how you can help move the industry forward.

The Next-Gen PSAP | Generation Z: You Ain’t Seen Nothing Yet! | Sun Ballroom D
Eric Parry, ENP – Criterion Consulting Services | Bonni Stockman, ENP – International Academies of Emergency Dispatch | Jaci Fox, ENP – Medicine Hat (AB) Fire Service
Just when you were starting to understand Millennials, here comes Generation Z into the workforce! Come and learn about what sets Gen Z apart from previous generations, as well as what surprising characteristics they may share. Are they really the Millennials’ worst nightmare? We’ll discuss all this and more and you’ll leave knowing how to manage and motivate these new hires of the not-too-distant future!

NG Tech | When FirstNet, Streaming Media, & Data Sharing Converge | Osceola 1-2
Michael Smith – Equature / DSS Corp. | Steven Voss – City of Trenton (MI) Police & Fire
A revolution in data-rich interactions between agencies and responders is underway. Live streaming video from body-worn cameras and real-time incident data exchange increase command and control capabilities, while greatly improving responder safety. Attend to understand the current state of interactive response technology; learn strategies for planning, deployment, and obtaining officer buy-in; and identify what the future holds for interactive-response capabilities.

Partnership | Moving Forward Together: DoD & NG9-1-1 | Sun 5-6
Joe Wassel – Department of Defense | Serena Chan – Institute for Defense Analyses | Ty Wooten, ENP – NENA
Efforts continue throughout the Department of Defense to enhance collaboration and connection between military and civilian entities to improve the operational and technical response capabilities on military bases and facilities at home and abroad. This session provides an update on current activities and overviews new programs to enable better emergency communications and collaboration utilizing NG9-1-1 systems and services.

Policy | NENA on Z-Axis Location for NG9-1-1 | Sun 1-2
Dan Henry – NENA | Brandon Abley, ENP – NENA
The FCC is expected to decide the best metric for z-axis location accuracy this year — a decision which will fundamentally change how we locate callers in three dimensions. This timely technical- and regulatory-focused session provides an overview of the different positions on z-axis location, including a summary of NENA’s latest comments to the FCC‘s z-axis proceeding.

Standards & Best Practices | CPR LifeLinks: Uniting EMS & 9-1-1 to Save Lives | Osceola 4
Laurie Flaherty – National 911 Program | Jamison Peevyhouse, ENP – State of TN Emergency Communications | James Lanier, MPA, ENP – Alachua County (FL) Sheriff’s Office
Cardiac-arrest emergencies make up only a small percentage of 9-1-1 calls, but telecommunicators know that every call may need hands-on-chest. In this session, learn about the CPR LifeLinks initiative, how it unites EMS and 9-1-1, and how your agency can deploy a program to improve cardiac-arrest survival rates.

Wellness | Defusing Comm-Center Conflict | Sun Ballroom C
Adam Timm – The Healthy Dispatcher
Difficult callers aren’t the only communication problem in 9-1-1. Negative interactions with coworkers, superiors, or subordinates can end up being the most stressful part of your job. This presentation teaches you the most common sources of conflict, how to stop conflict before it starts, and ways you can get your team to embrace a solutions-oriented approach to resolving issues.

Breakouts | 10:00AM – 11:00AM

Analytics & Data | Nationally-Uniform Data: Improving the 9-1-1 Data Set | Sun 1-2
Laurie Flaherty – National 911 Program | Brandon Abley, ENP – NENA | Gerald Jaskulski – DHS Office of Cybersecurity & Communications | Mary Boyd, ENP – West Safety Services | Roger Hixson, ENP – NENA | Todd Stout – FirstWatch
9-1-1 data is regularly collected at the state and sub-state levels, but challenges exist when trying to compare this non-standardized data across jurisdictions. In this session, learn about efforts to remedy this issue. You’ll hear how a central data-collection point improves PSAP operations and eases the process for collecting, analyzing, and sharing many kinds of information, including administrative, operational, financial, and CAD data.

Frontline Skills | Helping Veterans in Crisis | Osceola 1-2
Paul Logan – Dane County (WI) Public Safety Communications
The number of calls regarding the well-being of veterans is increasing. Given their high rate of attempted suicide, their firearm training, and the challenges associated with returning to civilian life, it is beneficial to obtain information regarding their service. This session provides recommendations for assisting veterans in crisis, information regarding the development of protocols for veteran-related calls, and ideas for collaboration at the local level.

Frontline Skills | It's About Time: Effective Fire & EMS Dispatch | Miami 1-3
Christopher Carver, ENP - Hexagon | Kristina Denison, ENP – South Sound (WA) 9-1-1
Fire dispatch is an important function in the 9-1-1 center, but one that is sometimes difficult to master. These incidents require skills, knowledge, and execution that impact not only the initial response, but also firefighter safety and operations at the scene. Join us for a review of key fire-dispatch concepts and techniques you can use to improve your fire-dispatch skills.

Frontline Skills | PSAP & Railroad Interactions: Understanding the Basics | Osceola 4
Brad Reinert, ENP – Amtrak Police Department
This presentation provides an overview of the NENA Public Safety Communications & Railroad Interaction standard, as well as best practices for handling incidents requiring PSAP and railroad interactions. We’ll cover the basics of railroad operations, overview rail-specific technology and terminology, and discuss the resources available to PSAPs that enable improved response to railroad incidents.

GIS & Databases | Keeping Address Points & Other GIS Data NG-Ready | Sun 3-4
Deb Rozeboom, ENP – GeoComm | Kathy Liljequist – GeoComm | Richard Kelly - 911 Datamaster
The boxes are checked: Your data meets the NG9-1-1 GIS Data Model standard and you’ve synchronized your MSAG and ALI to your GIS… So, you’re done, right? Not so fast! This session covers how to maintain your data, check for quality, and more. Further discussion focuses specifically on site structure and address point importance, use history, role in NG9-1-1, and relationship to other data.

Management | Having Difficult Conversations | Sun Ballroom D
Christine Massengale, ENP – TN Department of Safety
Do you dread “The Talk?” This session teaches you how to successfully navigate the three most difficult conversations you will have with an employee: performance issues, behavior issues, and personal issues. Explore ways to remain considerate, respond without judgment, show empathy while keeping a professional distance, and avoid liability issues through respectful workplace practices and clear documentation.

NG Tech | Lessons Learned From NG9-1-1 & FirstNet Integration Testing | Sun Ballroom B
Walt Magnussen – Texas A&M University Internet2 Technology Evaluation Center
In March, the Texas A&M Internet2 Technology Evaluation Center held a scenario-based public-safety exercise to test information conveyance from the emergency caller to the field responder through NG9-1-1, information sharing between agencies, and getting IoT-generated data through from NG9-1-1 to FirstNet. Attend to get a readout from the event and learn more about how NG9-1-1 and FirstNet will interoperate in the future.

The NG Transition | NG9-1-1: Is It Just Technology? | Sarasota 2-3
Lance Terry – Oklahoma Emergency Management
From the day you decide to transition through the day an NG9-1-1 system goes live, a lot has to happen – and technology is just part of it. This session presents a number of the non-technical issues that should be on your mind throughout this evolution, including maintaining service levels, identifying efficiencies, increasing 9-1-1’s profile and visibility with decision makers, and more.

Partnership | Serving Cybercrime Victims | Osceola 3
Robert Burda – Cybercrime Support Network
The impact of cybercrime and online fraud on the economy, critical infrastructure, and our personal lives is growing exponentially each year. What should 9-1-1 do when a cybercrime is reported? This session delivers a primer on the most common cybercrimes, explains your reporting and response options, and provides information on the Cybercrime Support Network and its program to improve victim services and response.

Policy | Achieving Meaningful Access to Emergency Communications | Sanibel 1-2
Richard Ray – City of Los Angeles (CA) | Debra Patkin – Federal Communications Commission
New technologies create more effective emergency-communications options for individuals who are deaf, hard of hearing, deafblind, speech disabled, or have cognitive impairments. The presentation covers the Federal Communications Commission’s regulations that facilitate accessible 9-1-1 calling and accessible emergency notifications. Emergency-communications options available today and in the future will also be discussed, including real-time text and media communication-line services.

Standards & Best Practices | Litigation & Defining the Standard of Care | Osceola 5-6
Isabel Gardett – International Academies of Emergency Dispatch | John Kelly, ENP - Ottosen, Britz, Kelly, Cooper and Gilbert, Ltd.
Emergency-communications professionals want to provide the highest level of care for their communities. However, a generally-accepted standard of care has been difficult to define. This session presents the findings of a new study that reviewed litigation against PSAPs over four decades, defines the expected standard of care and practice that emerged from those combined cases, and describes what you can do to meet that standard.

Wellness | Conquer Stress for Enhanced Productivity & Communication | Sun Ballroom C
Dr. Kathy Gruver — The Alternative Medicine Cabinet
Stress is a killer. It kills our physical and mental wellbeing, our relationships, and our careers. It limits our ability to respond rather than react, communicate effectively, or lead consciously. Attend to learn five practical techniques – meditation, mindfulness, affirmations, visualization, and breathwork – that help you overcome your stress response and allow for mindful communication, increased productivity, and empowered leadership.

Wellness | Don’t Let a Toxic Dispatch Environment Kill Your Motivation | Sun 5-6
Jenny Mason – Russ Bassett Care
Is your physical work environment affecting your ability to perform at your best? The space you and your team work in affects moods, health, productivity, and more, manifesting as high turnover, low retention, poor morale, and increased sick leave. This session helps you identify why your center may be toxic and what you can do about it.

Breakouts | 11:15AM – 12:15PM

Analytics & Data | How Supplemental Data Saves Lives | Sun 1-2
Keller Taylor, ENP – Princeton University Department of Public Safety | Darlene Pankonie, ENP – Washington County (MN) Sheriff’s Office | Karl Fasold – Orleans Parish (LA) Communications District | Jeff Robertson - RapidSOS
Every PSAP has experienced situations where limited information created challenges for emergency response. Supplemental data has emerged as a life-saving development for PSAPs to better locate and respond to emergencies. In this session, PSAP leaders explain how embracing supplemental data has helped improve emergency response and share anecdotes from real emergencies where supplemental data had a positive impact.

Community | Therapy Animals: Helping 9-1-1 One Paw at a Time | Osceola 3
Sofia Torres, ENP – City of Albuquerque (NM) 911 Communications
Dogs to the rescue! This session provides a replicable case study that shows how you can implement an employee-decompression plan, which includes therapy dog visits as a part of a healthy environment for the team in your PSAP. Learn about the positive impact the program had, issues encountered and lessons learned during implementation, and hear feedback from dispatchers, managers, and the handlers themselves.

Cybersecurity | Understanding End-to-End Cybersecurity in an i3 Environment | Sarasota 2-3
Timothy Lorello – SecuLore Solutions, LLC
NG9-1-1 is built on an all-IP foundation, making cybersecurity a critical concern since IP systems or networks can be attacked. This session explains the importance of cybersecurity in an all-IP environment, the cybersecurity challenges of NG9-1-1, and key findings from NENA’s recent NG-cybersecurity testing event.

Frontline Skills | Communicate Effectively During Crisis & Conflict | Osceola 1-2
Charlie Wharton, Church of Christ in St. Mary’s County (MD)
In most situations we communicate effectively with others. However, when conflict or crisis is introduced, our abilities tend to deteriorate. In this session, we’ll discuss the communication process, then consider how to ensure effectiveness during trying times and with difficult people through the use of proper attitudes, respect, and professionalism in our verbal and non-verbal communication.

GIS & Databases | Mind the Gap: The Basics of PSAP-Boundary Development | Sun 3-4
Diana Gijselaers – Motorola Solutions | Kathrine Cargo – Orleans Parish (LA) Communications District | David Cordray, ENP – Digital Data Technologies, Inc. | Sandy Dyre, CPM, ENP – Michael Baker International
Getting your GIS data ready for NG9-1-1 can be overwhelming. Join us as we focus on one layer: the PSAP boundary. This session, designed for both operations and GIS professionals, helps you better understand the function of the PSAP boundary in NG9-1-1 and provides strategies to develop a PSAP boundary free from gaps and overlaps that plays nicely with its neighbors.

Leadership | Value Everyone: Servant Leadership in the PSAP | Miami 1-3
Jared Pelham, ENP – Hamilton County (TN) 911 ECD | James Hillis – Hamilton County (TN) 911 ECD
Servant leadership turns the power pyramid upside down; instead of employees working to serve their leaders, leaders are there to serve their employees. This inversion unlocks potential, motivates, and creates higher-performing teams and happier employees. Attend to learn how you can start practicing servant leadership and create a culture that encourages everyone to be curious and courageous.

Management | The Care & Feeding of Your 9-1-1 Dispatcher | Sun Ballroom D
Raymond Schultz – St. Joseph County (IN) | Catherine Herzog, LCSW – New Avenue
You’ve given your new employees the training, certification and tools to become an effective 911 dispatcher. Have you given them the tools for self-care? This session will describe how to start building your new hires’ support network and how they start the conversation with their support systems at home.

NG Tech | Making the Transition to Real-Time Text | Sanibel 1-2
Toni Dunne, ENP – Hamilton Telecommunications | Richard Ray – City of Los Angeles (CA) | April Heinze, ENP – NENA | Drew Morin – T-Mobile | Jeff Knighton – Hamilton Innovations
Real-time text (RTT) technology is available today! Hear from consumer advocates, NG9-1-1 providers, and wireless-industry representatives about how this service works, how it differs from SMS text-to-9-1-1, the benefits of RTT for citizens and PSAPs alike, how to accept RTT requests for service, training resources, and more.

The NG Transition | NG9-1-1 Migration Resources: Are You Ready? | Sun Ballroom B
Laurie Flaherty – National 911 Program | Budge Currier, ENP – State of California Governor’s Office of Emergency Services | Gerald Jaskulski – DHS Office of Cybersecurity & Communications
Although there is a lot of info out there about NG9-1-1, few resources exist specifically for agency leaders. This session shares the lessons contained in publications about NG9-1-1 for EMS and fire officials. Further, you’ll learn about ongoing revisions to the Model State 911 Plan and Guidelines for State NG911 Legislative Language, two documents that provide agencies transitioning to NG9-1-1 with invaluable migration-planning best practices.

Partnership | Cloud Services, NENA’s EPRC, & Distributed NG9-1-1 | Osceola 4
Brandon Abley, ENP – NENA | John Brosowsky – GeoComm | Richard Kelly – 911 Datamaster| Camila Escallon – Uber
With the proliferation of cloud services, “interoperability” is only an API call away. And so, we have stumbled into a world where NG9-1-1 elements interconnect in surprising ways and have blurred the lines between 9-1-1 and commercial networks and services. This session will review some examples in the market today, such as the EPRC, 3rd-party LIS and ADR, and integration with consumer applications.

Policy | Legislative Strategies for Training & Protocol Laws | Sun 5-6
Stephan Bunker – Maine Fire Service Institute
This presentation offers you examples of successful approaches to creating and passing state legislation for training standards and the use of structured call-taking protocols. You’ll leave with a sample checklist, as well as knowledge about how to draft and propose legislation, testify on its behalf, recruit allies, develop funding models, and navigate the legislative process.

Train the Trainer | A New Approach to CTO | Osceola 5-6
Matthew Molter — Agency 360 | Michael Armitage, ENP – Eaton Co. (MI) Central Dispatch
| Ty Wooten, ENP – NENA
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.

Wellness | Protecting the 9-1-1 Professional's Family Life | Sun Ballroom C
James Marshall, MA – 911 Training Institute
Successful 9-1-1 leaders and frontline personnel also want success in their family lives. Yet, the mindset and communication styles responders build to cope and function on the job often create conflict in personal relationships. Join us to gain five powerful strategies you can use to manually override your “9-1-1 Brain,” leave work at work, and boost success on the home front.

Breakouts | 3:00PM – 4:00PM

Community | Empowering the Wonder Women of Public Safety | Miami 1-3
Sara Weston, ENP – 911 Authority LLC
The number of amazing women in public safety continues to grow as our industry evolves toward the next generation of 9-1-1 and the next generation of leaders. Join us to share stories and ideas about how we can build a community of women in public safety who support and empower one another, achieve work/life balance, and stay motivated to grow and succeed.

Frontline Skills | Creating Positive Outcomes: Gaining the Cooperation of Callers in Crisis | Sun 5-6
Heidi Kevoe Feldman – Northwestern University | Mathew Barstow, ENP – Massachusetts State Police
Getting emotional callers to cooperate during a high-stakes call is a common challenge for dispatchers. Using a conversation analytic training method, this session provides communication strategies for redirecting callers towards more productive outcomes, methods for getting callers to focus on patient care during EMD calls, and an introduction to using actual 9-1-1 calls to identify best practices in caller management.

Growth | Surviving Professional Growing Pains | Osceola 1-2
Christine Massengale, ENP – TN Department of Safety | Jennifer Kirkland, ENP – Vail (CO) Public Safety Communications Center
This session explores the cycle of professional growth, from the new hire to the veteran. It includes discussion about what employees need to succeed at the different stages of development, reasons they leave, and ways to retain them and keep them willingly engaged.

Innovation | Innovating for 9-1-1 & Public Safety | Sun Ballroom B
Reinhard Ekl – RapidDeploy | Christy Williams, ENP – North Central Texas Council of Governments
9-1-1 is undergoing a major paradigm shift from being voice-centric to data-centric. This session focuses on the culture shift that needs to happen in PSAPs to utilize the downpour of data, and provides an overview of technology trends from outside of 9-1-1 that are driving innovation and disruption like artificial intelligence, data analytics, and cloud computing.

Innovation | A Quantum Leap for 9-1-1: The Vertical Plane & Handset-Derived Location | Sun 1-2
Stephen O’Conor, ENP – Next Generation 9-1-1 Consulting Services, LLC | John Snapp – West Safety Services | Chuck Spalding – Palm Beach County (FL) Public Safety | Karl Kessenich – Polaris Wireless
The challenge of finding wireless 9-1-1 callers is now being met with new handset-based and vertical-location technologies. In this session, you receive an overview of the technologies that make it all work, examine how this information is incorporated into CAD systems, discuss the benefits (better routing, quicker fix on caller location, faster delivery of information to field responders), and identify potential roadblocks.

The Next-Gen PSAP | Understanding NG9-1-1 Basics: Systems & Databases | Sun 3-4
Lisa Dodson, ENP – CentralSquare Technologies | Wendi Lively, ENP – Spartanburg County (SC) Communications | Sandy Beitel, ENP – Ogle County (IL) ETSB | Marc Berryman, ENP – Mission Critical Partners
NG9-1-1 is a system of databases and networks that bears little resemblance to today’s E9-1-1. This fun and interactive session illustrates all the technical elements that together form NG9-1-1 in an easy to understand way. At the end, you’ll be better able to explain NG9-1-1 to your legislature, public utility commission, board, or other stakeholder groups.

Network Tech | Beyond Kari's Law: MLTS Location Delivery & PSAP Community Engagement | Osceola 4
Mark Fletcher, ENP - Avaya
MLTS systems are now legislatively required to implement an E9-1-1 response plan. PSAPs should be ready to engage so that viable options are implemented and the general public doesn't enact bad policies and practices. Come to this session for a detailed assessment of the options available. Further discussion tackles the emergence of alternative pathways of communication between MLTS networks and the PSAP.

Policy | Reclassification: Challenges, Opportunities, & Next Steps | Sun Ballroom C
Isabel Gardett – International Academies of Emergency Dispatch | Laurie Flaherty – National 911 Program | Ty Wooten, ENP – NENA | Dan Henry – NENA | Chris Nussman – NENA
Attend to discuss one of the hottest 9-1-1 topics in recent memory! Much has happened since OMB decided not to reclassify telecommunicators into the “protective service” category. Legislation has been introduced in both houses of Congress and NENA and partners continue to advocate for reclassification. Join us to hear about the latest developments, the many ways the process continues, and how you can get involved.

Preparedness | School-District Partnerships for Better Planning & Response | Osceola 3
Crystal Ayco, ENP – Rave Mobile Safety
Recent events in schools highlight the communication silos that exist between schools, 9-1-1, and field responders. This session helps agencies address communication gaps and delivers best practices, training resources, tactics, technological resources, and more. You'll learn strategies and methods for partnering with schools for better preparedness, as well as simple ways to facilitate better communication during school-related emergencies.

Preparedness | Surviving Hurricanes & Other Natural Disasters | Osceola 5-6
Tony Parrott – Solacom Technologies | Renee Hardwick, ENP – Horry County (SC) Communications | Robert Cassidy – Solacom Technologies | Steven Craig, ENP – Solacom Technologies | Ben Guthrie, ENP – Gulf County (FL) Emergency Management
Hurricanes, tornadoes, flooding, earthquakes – there is no shortage of disasters that threaten PSAPs! Planning and preparation are essential to meeting the challenges associated with large-scale weather events. By examining real-world examples, this session provides best practices for system survivability, operational continuity, logistical planning, and what to do if you need to evacuate your center.

Standards & Best Practices | i3 Version 3: The Standard for NG9-1-1 | Sanibel 1-2
Brandon Abley, ENP – NENA
Version 3 of the i3 standard – the standard for Next-Generation 9-1-1 – is open for public review comment right now! This session first provides a basic refresher on what i3 and NG9-1-1 are before diving into the critical updates and changes made in latest revision, as well as what you can expect to see in version 4.

Wellness | Positive Psychology: A Path to Progress | Sarasota 2-3
Doug Turner – Douglas B Turner, LLC
Positive psychology is not just a buzzword; it’s a foundational approach to achieving better results from your personal and professional life, building resiliency, and overcoming the challenges associated with a high-stress career. This session introduces you to the concept of positive psychology and explains how you can integrate it into your wellness toolkit.

Wellness | The Resilient Dispatcher: How to Thrive in Your 9-1-1 Center | Sun Ballroom D
Adam Timm – The Healthy Dispatcher
A 9-1-1 professional's career can take a toll, eroding your ability to remain alert and impartial while providing excellent customer service to callers in need. With the strategies and perspectives taught in this breakout, you will be able to combat feelings of job-related burnout, curb complacency, and continue making a difference in the lives of each caller.