EDUCATION & TRAINING MONDAY, 6.17 – TUESDAY, 6.18 we learn from those at the forefront of integrating additional data into the response process? This session explores how NG9-1-1 standards are evolving to incorporate new data in the PSAP and examines examples of how the data has impacted response. convey key NG9-1-1 messages that all agents of change need to hear. critically important, what NENA and APCO are doing to standardize information exchanges, the current state of the standard development process and when it will become available for system developers, and the utility of the standard for exchanging other information such as CAD-to-CAD, CAD-to-RMS, and emergency notifications. TELECOMMUNICATOR ISSUES Why Customer Service Matters in Public Safety This session reviews the direct relationship between effectively maintaining the confidence of callers and delivering high-quality service. It explores proven techniques that telecommunicators can employ to improve the process of assisting callers and ensuring the safety of responders. Attendees will acquire strategies to “sell” the importance of providing 9-1-1 callers with good customer service, and will learn how to integrate this topic into training to curricula. NEW FOR 2013! Full registrations include on-demand access to the NENA 2013 Live Learning Center conference session archive. PERSONAL & PROFESSIONAL DEVELOPMENT Empowering Development for Public Safety Professionals Many dispatchers and other 9-1-1 personnel are not aware of the immense opportunities for professional development. By highlighting the increasing trends of professionalism, specialization, change management, and organizational improvement that are a part of 9-1-1 today and tomorrow, this discussion will empower 9-1-1 personnel to see all that they can be and provide useful tips on how to make it happen. TUESDAY, 6.18 9:45am – 11:00am ACCESSIBILITY Bridging the Accessibility Gap in NG9-1-1: Media Communication Line Services In NG9-1-1, individuals with disabilities will have a variety of communication methods and media available to them, including video, text, and voice. Attend this session to learn about Media Communication Line Services, which provide translation for callers and telecommunicators in multi-party calls to ensure that the affected parties can communicate without barriers, irrespective of their disabilities. GIS Making GIS Useful to Call Takers & Dispatchers GIS data must provide information that improves how call takers and dispatchers do their jobs. This session focuses on how GIS data can be gathered, organized, and displayed the most efficiently. Attendees will learn what they should expect from their maps and how to ask the right questions if there are things they don’t understand or need changed. ... TEXT MESSAGING Text-to-9-1-1: PSAP Impacts Case Study This panel provides firsthand accounts and experiences with receiving textbased requests for service. Attendees will learn about real operational impacts from implementing text-to-9-1-1 service; outreach and public education recommendations; PSAP training recommendations; lessons learned; and preparing PSAP staff to accept text messages. HOT TOPICS Public Safety Procurement: Get it Right the First Time This session provides an overview of the procurement process from the initial idea creation through budgeting and contract negotiations. Attendees will gain insight into proper procurement strategies and techniques as outlined by successful public safety procurements across the country. PUBLIC EDUCATION & OUTREACH NG9-1-1 Education for Decision Makers We all know that NG9-1-1 is the future. Now how do you get the buy-in of local, county, state, and national decision makers? This session covers the NENA committee work being done to help you educate those that hold the purse strings and provides practical tips on how to DATA MANAGEMENT Emergency Incident Data Exchange in NG9-1-1 Exchanging information is a critical capability of NG9-1-1. Session attendees will learn why information exchange is so NENA 2013 Conference & Expo 13