NENA 2019 Pre-Conference Courses
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NENA 2019 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 (5-day course) | 06.10-14
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.
 
 
9-1-1 Center Supervisor Program (3-day course)| 06.13-15
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 (3-day course) | 06.13-15
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 | 06.14
 
Comm Center Staffing Workshop
Determining appropriate PSAP-staffing levels can be difficult. Even more challenging can be the task of justifying your findings before personnel or budgeting authorities. Without a detailed, formalized system in place that considers call volume and other PSAP-specific data, it is almost impossible to calculate your staffing needs. This hands-on workshop instructs you on the use of the NENA Communications Center Staffing Tool, first using sample data and then using your PSAP’s actual data. You will go home with a better understanding of your center’s high-level staffing needs and with the tools necessary to conduct a thorough staffing assessment.
 
Please note, all registrants should bring a Wi-Fi-enabled laptop with a USB drive to fully participate.
 
Addressing for NG9-1-1
Address formatting may be one of the most important elements of NG9-1-1. Consistent addressing ensures that everyone working in the NG-environment is “seeing” addresses the same way. Proper GIS mapping of addresses, as well as the assignment of those addresses, can streamline the NG-transition process. This course, designed for non-GIS professionals, provides you with an understanding of addressing basics, how addressing in NG9-1-1 is different from E9-1-1, current (and future) addressing standards, data-maintenance best practices, and quality control methodologies.
 
 
One-Day Courses | 06.15
 
CMCP Alumni Seminar
All CMCP graduates are invited to start off #NENA2019 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 nine 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, 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 your skills 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. 
 
NG9-1-1: The Next Generation Is Now
This class provides an overview of NG9-1-1: What it means, what it does, and how it will change not just the 9-1-1 center, but the entire public-safety ecosystem. From a non-technical perspective, you will learn about the standards, systems, and components that comprise and enable NG9-1-1. From governance to operations and technology to funding, you’ll leave with an understanding of the short-, medium, and long-term actions necessary for you to successfully plan for, implement, and operate in an NG9-1-1 world.