PRE-CONFERENCE COURSES All events take place at the Charlotte Convention Center unless otherwise noted. NENA 2013 features thirteen one-day and two-day Pre-Conference Courses designed for 9-1-1 professionals looking to hone their skills in specific areas. 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. Two-Day Courses Sat, 6.15 & Sun, 6.16 | 8:30am – 4:30pm Advanced Disaster Planning This two-day, highly-interactive class focuses on what emergency communications professionals and state and local government leaders can do to enhance their pre-disaster preparation and post-disaster mitigation policies and practices. Attendees will be provided with in-depth examples of events that can cause catastrophic disruptions to PSAP operations, and will work both individually and in teams to build solutions to these issues. Topics such as personnel safety, health and welfare, staffing, facility security, redundancy and diversity of critical operating systems, backup procedures, and post-event recovery are addressed. SOP SOS — Now Two Days During this two-day course, lecture will be combined with personal and small and large group work as we examine the difference between policies, procedures, and guidelines NEWfor2013 while reviewing accreditation, standards, and best practices that drive your particular agency’s needs. Students will learn the processes involved in developing and maintaining SOPs, and how to effectively organize them to assist staff. There will be opportunities to develop and critique SOPs. As a group, we’ll discuss what Next Generation 9-1-1 will mean to the communications center and begin to identify the SOPs that you may need as the amount of sensitive and often confidential information received in the center increases. Students are encouraged to bring policies that they’d like to review or ones that they’d like to develop. One-Day Courses Sat, 6.15 | 8:30am – 4:30pm Caught in the Middle: A Guide to Middle Management The heart of management in public safety communications rests on the shoulders of the “middle managers.” This course provides strategies for success for supervisors and managers who are caught NEWfor2013 in the middle. Real world examples and techniques will be utilized to assist middle managers in understanding the best ways to communicate messages up and down, developing leadership qualities in themselves and mentoring subordinates, and avoiding the land mines that can impact both PSAP operations and career advancement. Communications Center Staffing Workshop Determining appropriate staffing levels for a PSAP can be difficult. Even more challenging than that can be the task of justifying your findings before a personnel or budgeting authority. Without a detailed, formalized system in place that takes into account 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 staffing needs at a high-level and with the tools necessary to ensure your center is adequately staffed at all times. NG9-1-1 on the PSAP Floor NG9-1-1 brings with it a whole new set of technological, operational, and standard operating policy issues that our telecommunicators and their supervisors absolutely NEWfor2013 need to know. It changes how emergency service calls originate, as well as how they are routed and delivered to PSAPs. So, what is the bottom-line impact NG9-1-1 will have on training and everyday operations? In addition to addressing how NG9-1-1 will transform the traditional 9-1-1 model, participants will explore the evolution of IP-based communications, transition issues, and NENA’s Next Generation 9-1-1 activities. This brand new offering is for anyone looking to see what the future holds for emergency response. 6 www. nena.org/nena2013 Visit www.nena.org/nena2013/register to register online. Or download a faxable registration form at www.nena.org/nena2013/form.