Also on Sunday, 6.16 Membership Meeting | 4:30Pm – 5:30Pm Awards Ceremony | 5:30Pm – 6:30Pm Welcome Reception | 6:30Pm – 8:00Pm One-Day Courses Sun, 6.16 | 8:30am – 4:30pm 9-1-1 Center Consolidation This course helps attendees understand the often difficult and demanding process of consolidating multiple PSAPs into a single, unified communications center. Written based on the experiences of private sector professionals and 9-1-1 center managers who have overseen consolidation projects, the class emphasizes the steps necessary to overcoming the issues that are common to most consolidation efforts. Topics of discussion include the reasons for consolidation, assessing existing conditions, determining a consolidated center’s needs, the goals of consolidation, and project planning. Filling the Seats in Your PSAP Keeping console seats filled paired with the need to fill them with qualified and reliable employees is one of the more difficult tasks 9-1-1 centers can face. This course provides information on how to find, hire, and retain the best emergency communications personnel possible. Topics include how to clearly define minimum qualifications and how to determine proper staffing levels. Additionally, the course provides information on how to keep the seats filled once the hiring process is complete. This portion will include training, performance measurement, work environment, and recognition. Government Education You can make a difference in your community and beyond by learning how to deliver effective messages to agents of change. Come to this interactive course and learn proven techniques for reaching local, state, and national policymakers. You’ll receive examples of successful stakeholder education campaigns, and learn how to craft and communicate your message effectively with tools to develop strategic plans, create marketing materials, write persuasive speeches, and more. Supervisory Development: A Guide to Moving Ahead in Your Career It is a common misconception that in order to be a good manager you need only operational and supervisory experience. While these are assets, there is a great deal more involved in running a PSAP. Public safety communications is a career, and we need new leaders and superviNEWfor2013 sors in our field. This course helps motivated telecommunicators and first line supervisors understand what opportunities are available, and what they should do to prepare for promotions. Based on the experiences of those who have risen through the ranks, attendees will hear about such diverse and critical topics as management styles, elements necessary for successful PSAP management, and planning and goal setting. Quality Assurance Beyond Call Taking: Applying QA Principles to Dispatch To date, quality assurance has largely been considered part of the call taking process. So what about dispatch or any processes beyond call taking? This class closes the loop on PSAP best practices by applying QA strategies and principles to the dispatch parts of a call. NENA’s hands-on approach gets attendees completely engaged in the methods and practices intended to create agency policies and a dispatch QA template. Utilizing sample recordings and CAD printouts, participants will examine the QA review process, measurement and evaluation tools, supervisor-to-telecommunicator feedback scenarios, and related legal issues. Liability Issues in the 9-1-1 Center This course provides practical suggestions on limiting PSAP personnel and 9-1-1 center liability. Lessons learned from court cases are used to provide examples of procedural violations that formed the basis of lawsuits against PSAPs. The hiring and management of personnel and dispatch center operations are examined from the standpoint of compliance with federal and state laws that regulate these areas. Finally, the concept of privacy in the dispatch center will be evaluated from a constitutional perspective and in light of the many rules governing the confidentiality of medical information. Transition to Next Generation 9-1-1 Between budget considerations, technical planning, operational planning, and governance issues, there is a great deal to accomplish before an NG9-1-1 system NENA 2013 Conference & Expo 7