NENA 2020 Pre-Conference Courses

NENA 2020 features a variety of one-day Pre-Conference Courses that help you hone your skills and advance your career. These classes are a great way to kick off your conference experience, gain valuable insights into the latest trends and topics in emergency communications, and earn points towards ENP certification and re-certification. 

One-Day Courses | Thursday, September 24 | 8:30AM – 5:00PM 

Enhanced Caller Management
This course helps you become a better call taker, enhances your professional skills, and improves outcomes for your agency and the community you serve. From active listening to decision making, local knowledge to performing efficiently in a crisis, the journey to becoming a star performer under the headset starts here. Attend to advance to the next level of 9-1-1 call-taking proficiency on your journey towards professional mastery by learning how to handle infrequent but highly critical events, improve listening skills, and develop a plan to keep growing to meet new challenges.

Improving 9-1-1 Center Culture for Personal & Organizational Success
For better or worse, every PSAP has a culture. By bringing your beliefs, attitudes, and actions to work every day, you are contributing to that culture. Attend this course to identify how workplace culture affects productivity, efficiency, and effectiveness, as well as what you can do to ensure your PSAP’s culture is one that empowers everyone to do their best. You’ll learn about the organizational structures and behaviors that define culture and gain the leadership, communications, and wellness strategies that can improve all aspects of employee satisfaction and performance. 

Preventing Telecommunicator Tunnel Vision
In this course, you identify and discuss the problems that telecommunicators frequently experience in the performance of their duties. Whether it's in-the-moment or systemic issues, you'll get the training and resources you need to overcome the most common pitfalls of the job and perform at your very best. You’ll return home better able to identify and correct problems in order to ensure success for both you and your team.


One-Day Courses | Friday, September 25 | 8:30AM – 5:00PM 

Advanced Fire & EMS Dispatching
Dispatching fire and EMS units sometimes seems like just one more part of working inside the 9-1-1 center. The truth, however, is much different. The complexity of fire and EMS responses, the time-critical nature of fire and EMS operations, and the staffing-intensive realities of these events demand a specific set of skills and knowledge if you are to rise to the challenge. During this course, you gain knowledge to become a better dispatcher, improve your understanding of fire and EMS operations, and learn why fire- and EMS-specific dispatch skills and awareness are critical to successful outcomes. 

Advanced Police Dispatching
To be an excellent police dispatcher, you must continually improve your skills and keep current with evolving trends. This course helps you take your abilities, knowledge, and performance to the next level. Attend to learn about your role in specific crucial situations such as handling increased radio traffic, ICS events, SWAT/Negotiator calls, civil disturbances, and active assailant events. Through this course, you not only learn vital information about the evolution of your profession, but also learn to think tactically, anticipate field unit requests, and prepare to successfully handle large- and small-scale events while maintaining public welfare and field-responder safety. 

Operationalizing NG9-1-1
This class provides an overview of NG9-1-1: What it means, what it does, how it’s different from E9-1-1, and how it will change not just the 9-1-1 center, but the entire public-safety ecosystem. You will learn about the building blocks that make up an NG9-1-1 system and how those elements impact 9-1-1 operations. You’ll leave with an understanding of the actions necessary for you to successfully plan for, implement, and operate in an NG9-1-1 world.

PSAP Design
Designing, constructing, or renovating a PSAP is a daunting effort with an outcome that directly affects those inside and outside your center. The success of any project is dependent upon following a step-by-step process involving not just your team, but myriad other stakeholders. This course defines the process of designing a new PSAP and identifies the steps involved - from determining the need through design, bidding, construction, and move in. You’ll learn about your role in every phase of creating or revitalizing your facilities, as well as how to lead your project to a successful outcome.