NENA 2018 Pre-Conference Courses
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NENA 2018 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. 

Center Manager Certification Program (CMCP) | Tuesday, June 12 - Saturday, June 16 | 8:30AM - 5:30 PM each day
NENA's Center Manager Certification Program (CMCP) equips current, new, and potential PSAP and 9-1-1 authority managers and supervisors with the tools needed to effectively manage their agency through a rigorous 40-hour course of lecture and lab-based education.

The CMCP, unlike many other upper-level emergency communications training programs, utilizes a real-world, hands-on approach that is focused on topics encountered daily by managerial and supervisory level personnel: Business writing, financial management, human resources, legal issues, and communications skills.

With a curriculum built by current and former 9-1-1 center managers with decades of combined supervisory and training experience, the program will provide you with knowledge and skills that can immediately and dramatically improve your on-the-job effectiveness and enhance your agency's everyday operations.

Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.

Center Supervisor Program
| Friday, June 15 - Sunday, June 17 | 8:30AM - 5:00PM Fri & Sat; 9:30AM - 6:00PM Sun
This three-day course gives new supervisors the skills they need to succeed in their positions. Experienced supervisors leave with updated, refreshed skills that further their careers. Using a combination of lecture and practical exercises, students 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 many other skills and tips for their toolbox.

Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.

Center Training Officer Program | Friday, June 15 - Sunday, June 17 | 8:30AM - 5:00PM Fri & Sat; 9:30AM - 6:00PM Sun
In the PSAP, people are your most important resource. The three-day NENA 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 documentation of performance, evaluation of performance, setting milestones, and developing a plan for trainee success. CTO software with the exclusive NENA Daily Observation Report template is 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 | Saturday, June 16 | 8:30AM - 5:00PM

Cybersecurity in the PSAP
PSAPs around the country are facing cyber-threats almost daily. With the move to NG9-1-1, planning for and implementing cybersecurity measures is critical. In this course, PSAP directors and managers will come to understand what cybersecurity means in the world of 9-1-1; discuss the most severe cyber-risks to public safety; and learn how to develop the policies, procedures, and protocols necessary to prevent and mitigate the damage caused by software viruses and network intrusion attacks.

Enhanced Caller Management
This exciting new 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. Join NENA for this exciting new course that builds upon basic standards, protocols, and policies to help you advance to the next level of 9-1-1 call-taking proficiency on your journey towards professional mastery. Topics include: handling infrequent but highly critical events, improving listening skills, and developing a plan to keep your skills growing to meet new challenges.

One-Day Courses | Sunday, June 17 | 9:30AM - 6:00PM

CMCP Alumni Seminar
All CMCP graduates are invited to start off #NENA2018 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 eight years and offers the opportunity for CMCP alumni to network with their fellow 9-1-1 professionals. Be sure to register early for this this exciting opportunity, as space is limited!

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, as many know, 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 dispatch personnel are to rise to the challenge. During this course, attendees gain knowledge to help make them better dispatchers, improve their 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
Excellent police dispatchers must continually improve their skills and keep current with evolving trends. This course helps experienced law enforcement dispatchers take their abilities, knowledge, and performance to the next level. Attend to learn about the dispatcher's 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.

Effective Call Handling Strategies for Individuals with Disabilities
Presented in partnership with Niagara University. This course brings together education on disabilities while enhancing sensitivity. The class covers definitions, etiquette and interaction skills, the disabled perspective, information on impairments, and current trends and topics, all relevant to 9-1-1 call takers and dispatchers. This unique training provides attendees a greater understanding of the challenges faced by the disabled community when using 9-1-1, techniques to process these calls, and insight into potential impacts on dispatch and response.

PSAP Design
Designing, constructing, or renovating a PSAP is a daunting effort with an outcome that directly affects those inside and outside the center. The success of any project is dependent upon following a step-by-step process involving 9-1-1 officials, local and/or regional government, design professionals, and consultants working together to create a long-term solution. 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. Attendees discuss how they, as PSAP managers, are critical to driving a project to a successful outcome and learn about their role in every phase of creating or revitalizing their facilities.

Quality Assurance: Achieving QA/QI in the PSAP
To date, quality assurance has largely been considered part of the call-taking process. So, what about dispatch or any processes beyond call taking? This class closes the loop on PSAP best practices by applying QA strategies and principles to the dispatch parts of a call. NENA's hands-on approach gets attendees completely engaged in the methods and practices intended to create agency policies and a dispatch QA template. Utilizing sample recordings and CAD printouts, participants examine the QA review process, measurement and evaluation tools, supervisor-to-telecommunicator feedback scenarios, and related legal issues.