NENA 2020 Pre-Conference Courses
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NENA 2020 features our three multi-day programs, as well 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. 

Multi-Day Programs

Center Manager Certification Program | June 9 – 13 | 8:30AM – 5:00PM each day
NENA’s Center Manager Certification Program (CMCP) equips you with the tools you need to effectively manage your agency. This rigorous forty-hour course of instruction and interactives strengthens core competencies required for PSAP management and helps you build the knowledge, connections, and community essential to lasting success. 

With a focus on topics you encounter every day – like organizational culture, legal issues, staffing, training, procurement, project management, budgeting, documentation, discipline, business writing, and much more – the CMCP provides you with knowledge and skills that drastically improve your on-the-job effectiveness and immediately enhance your agency’s operations. Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate. 

Center Supervisor Program | June 11 – 13 | 8:30AM – 5:00PM each day
NENA’s 9-1-1 Center Supervisor Program gives you the skills you need to succeed as a supervisor. Using a combination of lecture and practical exercises, you learn the supervisor’s role in HR, tools to get organized, how to effectively make the transition from line-level to supervisor, how to build and lead a team, supervisor-specific communications, conflict resolution, performance evaluations, stress management techniques, and much more. Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate. 

Center Training Officer Program | June 11 – 13 | 8:30AM – 5:00PM each day
NENA’s Center Training Officer (CTO) Program provides you with the proper framework to train your new employees, which leads to better performance and higher retention rates. The course covers proper evaluation and documentation of performance, setting milestones, and developing a plan for trainee success. CTO software with the exclusive NENA Daily Observation Report template provided by Agency360 Public Safety Software. Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate. 


One-Day Courses | Friday, June 12 | 8:30AM – 5:00PM 

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 | Saturday, June 13 | 8:30AM – 5:00PM 

9-1-1 Customer Service: Takes Seconds, Saves Minutes
In the world of 9-1-1, the term customer service takes on a completely new meaning. "Customers” range from those calling 9-1-1 to report an emergency, to those that we send out in response to a request for help, and beyond. This course discusses and demonstrates customer service methods that may take you a few extra seconds, but in the end will save minutes by creating an environment of efficiency between caller, call taker, and field responders. You won’t just focus on being polite and compliant, but learn how to provide the appropriate level of customer service in the most professional manner possible. 

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. 

Recruit, Hire, Retain, & Promote for Success
This course empowers you to make successful long-term personnel decisions, from creating a strong hiring policy to building and promoting successful candidates. You learn best practices for each stage of the process, take home real-world examples, and benefit from class discussion as colleagues share their successes. You also leave armed with ideas on how to retain your employees and how to support them throughout their careers. 


One-Day Courses | Sunday, June 14 | 8:30AM – 5:00PM 

CMCP Alumni Seminar
All CMCP graduates are invited to start off #NENA2020 by attending the CMCP Alumni Seminar! Join CMCP instructors and other industry experts for this interactive, dynamic, and informative review of the latest trends impacting the 9-1-1 industry and its leaders. This pre-con course, exclusive to NENA's annual conference, provides critical updates for those who have attended the CMCP over the last ten years and offers the opportunity for CMCP alumni to network with their fellow 9-1-1 professionals. 

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. 

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.

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.