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

2:30PM – 3:45PM

Cybersecurity | It Can Happen to You: The Story of a Cyberattack on a Small PSAP
Think you are not a target for cyberattack? Think again! Attend to hear about how a small agency’s date 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
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
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
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
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
Today, state and local governments face challenges when upgrading or updating 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
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 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! 

4:00PM – 5:00PM

Frontline Skills | Hidden Bias: Cultural Diversity & the Telecommunicator
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
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
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
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
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.

Standards & Best Practices | NFPA 3000: The Active-Shooter Standard
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. 


Monday, June 17

1:30PM – 2:30PM

Community | Within the Trenches Presents: Imagine Listening & Open Mic 
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
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
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
Despite innovation occurring at a rapid pace, 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
As an industry, we struggle to recruit qualified applicants and 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, promotional processes, succession planning, disaster recovery, and employee-wellness programs.

Outreach | Revamping Community Outreach Using Today's Technology
Effective community outreach allows your organization 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.

NG Tech | The Latest in ESInet Architecture, Technology, & Interoperability
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 | Steering Your Stakeholders: Building Consensus
In this session, directors from two consolidated 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
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.

Preparedness | Prepare for Disasters Using Cloud Technology & Virtual TERT
In 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
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 
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
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.

4:00PM – 5:00PM

Analytics & Data | Incorporating Big-Data Analytics Into 9-1-1
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
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
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
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 
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
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 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.

The NG Transition | Are You NG-Ready?
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
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
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
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
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 
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

8:45AM – 9:45AM

Analytics & Data | Embracing What’s Possible: Training Your Telecommunicators for New Data Sources
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
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
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
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
Every day, we face challenges in our communications centers and we want to make changes to overcome them. However, when new systems are 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 PSAPs Need to Hire for
Traditional public-safety hiring requirements focus on proficiencies such as typing, multi-tasking, and language proficiency. 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
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 ongoing 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!
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 manage and motivate these new hires of the not-too-distant future!

NG Tech | When FirstNet, Streaming Media, & Data Sharing Converge
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.

The NG Transition | Creating a Multi-County NG9-1-1 Network
Many counties are now looking at forming regional, hosted networks to transition to NG9-1-1 and reduce costs. This session, highlighting a tri-county solution underway in Florida, explains the operational and cost benefits of a shared, hosted system; the difference between consolidated and shared systems; and how to share resources without giving up independent PSAP operation.

Partnership | Moving Forward Together: DoD & NG9-1-1
Efforts continue throughout the Department of Defense to improve 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.

Standards & Bet Practices | CPR LifeLinks: Uniting EMS & 9-1-1 to Save Lives
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
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.

10:00AM – 11:00AM

Analytics & Data | Nationally-Uniform Data: Improving the 9-1-1 Data Set 
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 learn 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
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
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
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 
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
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
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 NG9-1-1 and FirstNet will interoperate in the future. 

The NG Transition | NG9-1-1: Is It Just Technology?
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
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
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
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
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
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.

11:15AM – 12:15PM

Analytics & Data | How Supplemental Data Saves Lives
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
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
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 
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
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. 

Growth | Partners in Your Profession: NENA & the Telecommunicator
Being a 9-1-1 professional starts with everyday actions "under the headset," but it does not end there. Maintaining and growing your knowledge and skills; keeping up with trends and technology; building your support network; and helping your coworkers are important elements in any long and successful career. This session highlights ways you can find your tribe, advance in your job, and find lasting satisfaction. 

Leadership | Value Everyone: Servant Leadership in the PSAP
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.

NG Tech | Making the Transition to Real-Time Text
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? 
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. 

Policy | Legislative Strategies for Training & Protocol Laws
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. 

Preparedness | Learning Forward: The Marshall County High-School Shooting
This session provides a first-hand account of an active-shooter event at a school and shows how even a small PSAP has the ability to persevere and overcome. Attend to learn about how you can train for active-shooter events and gain resources to help your team effectively cope with such events and heal in the aftermath.

Wellness | Protecting the 9-1-1 Professional's Family Life
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. 

3:00PM – 4:00PM

Community | Empowering the Wonder Women of Public Safety
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
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
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
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
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 incorporation 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
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 the 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 
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.

Partnership | Improving Security Through Collaboration: DHS & 9-1-1
9-1-1 is increasingly vulnerable to threats, both physical and cyber. Preventing or mitigating attacks is a shared responsibility of public safety, government, industry, and academia. As technology and threats evolve, DHS will continue to be a partner in securing our emergency-communications infrastructure. Attend to learn about the DHS Cybersecurity Strategy, the evolving risk landscape, and how you can make 9-1-1 more secure and resilient. 

Policy | Reclassification: Challenges, Opportunities, & Next Steps 
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
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
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.

Wellness | Positive Psychology: A Path to Progress 
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 personal and professional wellness toolkit. 

Wellness | The Resilient Dispatcher: How to Thrive in Your 9-1-1 Center
A 9-1-1 professional's career can take a toll, eroding your ability to remain alert and impartial, while also 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.