Also on Wednesday, 6.19 Regional Breakfasts | 7:45am – 8:45am Chapter Leadership Forum* | 12:15Pm – 3:15Pm Installation Banquet & Gala | 6:00Pm – 9:00Pm EDUCATION & TRAINING WEDNESDAY, 6.19 NG9-1-1 MANAGEMENT Advanced Hosted PSAP Solutions Keeping pace with the ever-changing technology landscape is a challenge for even the most experienced manager. Learn how NG9-1-1 will overhaul the complete business model of the PSAP, driven by a new breed of interoperable applications and comprehensive incident management capabilities, including virtualization, mobility, advanced hosted data services, and an interconnected ecosystem of i3 entities, leading to new opportunities and challenges. al-life calls that tested the mettle of even experienced call takers. The latest caller management techniques are examined, and your take-aways from this session will be of significant value to you, especially when you get that “special” call! adopters are invaluable. This panel will share challenges to look out for and best practices, including testing options, deployment procedures, and more. nication, pitfalls to avoid, and ideas for protecting your center. INTERPERSONAL ISSUES Laws, Ethics, & Codes of Conduct While it is true that laws and ethics acts vary dramatically by state, overall the same rules and principles that provide the framework for employee behavior are fundamentally the same. Our panel of experts will discuss issues such as management/vendor relationships, nepotism, and abuse of office from a management/ legal perspective followed by an open discussion with attendees. 2:45Pm – 4:00Pm •••••• •••••• •••••• •••••• •••••• ANALYTICS & “BIG DATA” FOR 9-1-1 What Number Crunching Can Do for You! The time has come for data-driven decision making. It’s all there for you, you just need to know how to find it and how to use it for your advantage! Everything from staffing, to consoles, to trunk utilization – even call processing times – are discoverable if you know where to look. This session discusses how some 9-1-1 jurisdictions are using data, and how actual hard, reliable figures can be used to improve PSAP performance. ... TEXT MESSAGING Managing Text & Multimedia in the PSAP This presentation focuses on new workflows for accepting multichannel text messages and frameworks for managing pictures and video. This includes prioritizing and triaging information, routing policies, and data archival. Further, panelists will discuss integration with CPE platforms and where the industry standards are going for both interim and long-term solutions. LEADERSHIP & MANAGEMENT Hire for Behaviors, Train for Skills Hiring is perhaps the most important task that any manager faces. In this session, participants will see a unique new way to measure applicants and determine who has those innate or intangible elements that make a tremendous difference once new hires are on the job. Attendees will also receive a unique behavior based interview guide for dispatchers, as well as a performance evaluation based upon key on-the-job behaviors. PERSONAL & PROFESSIONAL DEVELOPMENT Challenge Yourself to Be a Real 9-1-1 Leader It’s Your Ship, Fish Philosophy, and Leadership for Dummies are all leadership books. Which ones have you read and what did you implement? How can your center benefit from a real leader? Join us for a session full of great take-home-andimplement leadership tips. HOT TOPICS Leveraging 21st Century Technology in the PSAP This session demonstrates ways you can take advantage of social media and put it to work in your center. It will also discuss some of the hazards common to introducing new technology into the PSAP. Attendees will learn how social media can provide efficiencies and improve commu- NEW FOR 2013! Full registrations include on-demand access to the NENA 2013 Live Learning Center conference session archive. See page 8 for details. TELECOMMUNICATOR ISSUES Caller Management: Tools for Success If a telecommunicator does not know how to deal with a vast array of callers and situations, then they are seriously disadvantaged. This session examines re- *Pre-registration required. NENA 2013 Conference & Expo 19