Education Session Descriptions

Sunday, September 11, 2016

Call Processing Incidents Involving Veterans with PTSD
Sheila Hanna, RPL
This course provides information regarding the challenges that returning military veterans are facing and prepares Telecommunicators for the possibility of interaction with veterans in crisis. The focus is on veterans suffering from Post-Traumatic Stress Disorder or traumatic brain injury.

Caught in the Middle: A Guide to Middle Management
Brian Tegtmeyer, ENP
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 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.

Public Safety Communications Centers’ Continuity of Operations Plan 
Alisha Kuleski & Lisa Fulton
The Public Safety Communications Centers’ (PSCC) Continuity of Operations Plan (COOP) workshop describes the actions needed to be taken and the procedures to be implemented by PSCCs to sustain operations during and after an event that disrupts operations; causes a failure of mission-critical systems; or requires evacuation of the PSAP.  The development of a COOP helps to ensure continuity of essential functions across a wide range of emergencies and events. The workshop addresses how PSCCs can achieve the following objectives when preparing for weather-related and natural disasters, and man-made incidents that could potentially threaten the well-being of PSCC personnel; or negatively impact the ability of the PSCC to provide public safety communications services: 
  • Ensuring continued performance of essential functions during a catastrophic event
  • Reducing or mitigating disruptions to operations
  • Maintaining an alternate PSCC facility
  • Protecting essential assets
  • Ensuring succession of key leaders
  • Achieving a timely recovery and reconstitution
  • Conducting testing, training and exercise programs
Monday, September 12, 2016

FirstNet and Next Generation 911
David Corn & Red Grasso
This presentation will address the status of FirstNet and NextGeneration 911 in North Carolina today and what can PSAPs expect to see in the coming year.

Critical Incident Stress Management:  How you can Help
Connie R. Gartin
Can't sleep? Having nightmares when you do? Keep reliving the "bad" call from last month? You or a coworker could be experiencing Critical Incident Stress, Post Traumatic Stress Disorder, or another type of physical or psychological upset. These are sometimes the consequences of the job. You are not alone. Learn how to help yourself and others deal with the aftermath of critical events. This will include a group discussion dealing with real-life situations.

Empowering Telecommunicators
Jeremy Smith, CTO
Ever worked with Debbie Downer? Wondered if going that extra mile really pays off? Will you ever “Be all you can be”? Tired of hearing the “Brown noser” comments? For every good thing you do there always seems like the negative is soon to follow. This session is about the reality of the good TC in a bad situation, how to face challenges of bad morale, poor support, and representation.

NFPA Standards and the 9-1-1 Center
Jay Dornseif
Explain how NFPA, ISO, NFORS and other national standards/guidelines can affect your 911 center. It is vital that communication centers be aware of what national standards are currently out, visions for change and what’s coming in the next few months.

Unlocking Hidden Insights into your Incident Data
Clyde Eller
How can your 911 center unlock insights to improve quality, compliance, and investigations? The answer might surprise you – it’s hidden in your incident data. Until now, these insights were difficult to get to. But by combining voice recordings, CAD, audio analytics, and geospatial search, they bubble to the surface. Attend this session to discover new ways to improve your 911 center’s interactions, investigations, and efficiency.

Outsmart the Enemy:  Proactive Fire Service Dispatching
Brandy Lankford, ENP & Greg Hauser, ENP
Understanding Fire Ground actions allows TC's to be experts at their profession. This session will focus on concepts, terminology, construction, and "gut feel." A proactive dispatcher always thinks one step ahead.

Triumph Over Tragedy:  When Bad Things Happen to Good People
Joni Grubb
This presentation centers around a personal tragedy the speaker experienced involving a shooting and death of her son while on duty in communications.  Professional tragedies, such as officer involved shootings, telecommunicator burnout and customer service will also be addressed.  

What You Need to Know About Selecting a Site for a New PSAP
Ernie Olds & Sherri Bush
Site evaluation is a critical planning element of a PSAP facility project. Selecting an appropriate site based on threats and vulnerabilities serves to secure the future PSAP from the impacts of man-made issues and natural disasters alike. Attendees will discuss infrastructure considerations as well as external and site specific issues that can assist planners in determining the viability of a site.

Being a Presenter is Cool!  But Where Do I Start?
Crystal McDuffie ENP, RPL, Jeryl Anderson ENP, RPL, Janet King, Connie R. Gartin
We’ve all been there, on the student side of the classroom, thinking about what we could offer as a presenter at a conference or training symposium.  But how do you start? What topic would I choose? How do I prepare a presentation proposal? A Biography?  So many questions!  Here’s your chance to ask!  Join several instructors, both new and old, who will share their experiences and help you to become the next superstar presenter!!

Tuesday, September 13, 2016

Active Shooter Terrorist
Tony Harrison
The active shooter is changing and evolving. Current updated training is vital to understand and respond to these incidents. This class will examine the role of the communications professional during an active shooter incident. The class will examine the history of the active shooter, the call takers role, the dispatchers’ role and what to expect in the future.

It's Not You, It's me. Breaking up with Negativity!
Elizabeth Poole
Do you find yourself getting frustrated with constant negativity? Feeling like co-workers are not pulling their weight? Or maybe you feel like you are always carrying the workload on your squad. What if your negativity could be changed to a positive? 
We will look at the power of owning negativity and overcoming it while finding a balance with getting the job done, and moving past uncomfortable situations or interactions.

Lead, Follow, or Get Out of the Way
Tony Harrison
Public Safety needs more great leaders, this is a leadership class like no others and will challenge and motivate attendees to be better leaders.

Be Rail Safe E-911 Response
Roger D. Smock
The BeRailSafe E-911 Rail Emergency Communications presentation is tailored directly to emergency communications operators responding to a rail incident or railway right-of-way incident. This training will provide an introduction to the railroad environment, railroad dispatchers, and important things to consider as a telecommunicator. Emphasis will be placed on grade crossing identification and train movement, the most critical knowledge needed during a rail incident. The presentation will cover pre-planning for a rail emergency, railroad nomenclature, examples of challenging rail related emergency calls, and knowledge of the railroad dispatching system.

Next Gen 911 Managed Services
Eddie Lau
Most PSAPs are constantly challenged with both budget constraints and new technology requirements. More and more, PSAPs are turning to Managed Services as the best alternative procurement approach. With no upfront capital required, agencies can pay a monthly Managed Service subscription to purchase NG911 capabilities and eliminate technology obsolescence. Explore the pros and cons of Managed Services and whether this approach provides your PSAP or agency with an affordable and flexible option for migrating to NG9-1-1 and beyond.

Voices in the Dark: Do I Matter
Janet King
This presentation will cover the understanding of how the Telecommunicator can become frustrated about not being recognized by the public, management, field units, etc... To help understand that the very profession that we work in each tour of duty is exactly our problem, COMMUNICATIONS. Telecommunicators will have the opportunity to give their input on how they feel working as a Telecommunicator, share information about successes and how their success was recognized. Telecommunicators can share frustrations and be given insight that just may be what they are frustrated about and could be easily understood just by communicating with others that make decisions at their agency. Participants will leave knowing that the Voices in the Dark, DO MATTER, WILL ALWAYS MATTER and to ALWAYS know the Voices in the Dark are the first First Responder. We Do Matter!!

Communications: The environment in Which we Live
Bill Kinch
This interactive class discusses everything from the design of our communications center, the demands of our job, and the stressors of those demands, how to design your system to mitigate those stressors quality assurance leading to quality improvement, call taking techniques and how to make our “house” a better place to live. This information packed system can be fun, funny but most importantly, thought provoking. We hope to see you there!

What You Need to Know About CAD to CAD Interoperability
Becky Ward
This presentation will provide attendees with information about CAD-to-CAD data exchange models and the pros and cons of each one which can assist in determining which model may be right for them. Information on how CAD-to-CAD benefits telecommunicators and first responders in high frequency/low impact events, like traffic accidents or hazmat spills, as well as low frequency/very high impact events, like natural disasters or terrorist attacks. Attendees will be able to assess their agency’s position on the SAFECOM Interoperability Continuum, and will also learn how software can help them comply with the NC law for back-up and failover.

i3 Interconnection:  The Elephant in the Room
Steve O’Conor
Want to move to Next Generation 9-1-1 call routing? Looking to avoid monthly ANI-ALI and database charges? When you consider engaging a new 9-1-1 Service Provider, be sure to explore how interconnection with originating networks and Communications Service Providers will be handled. This session will describe the transition steps and challenges facing 9-1-1 Authorities and originating network providers as they consider migration to the Next Generation.

It Takes a Village
James Wilson
Improvements to morale must be addressed as a team! This presentation looks at various levels of morale and discusses ways to address morale issues through employee recognition on shift.

Leadership: What exactly does that mean?
Bill Kinch
This course is designed for current, upcoming, and hope to be supervisors, managers and leaders of all types. This course helps individuals understand the difference between leaders and managers, how to provide accountability without using the big stick and overall understanding of the importance of our staff and how we treat them. Bring your open mind and willingness to have fun and candid discussion!

Stress Recognition, Retention and Prevention of Burnout
Stephanie Conner, ENP
We all know that stress is part of the daily life of a telecommunicator.  This presentation will address ways to recognize stress and handle the stress in order to prevent burnout and retain good employees. 

NG9-1-1 The Technology of Building an Efficient Network
Tony Bardo & Donna Armstrong
This session will examine the different technological considerations an agency should consider when deploying NG911, such as network configuration, technology mix, redundancy and ensuring continuity of operations during a disaster. Session Description: Many agencies believe they are achieving path diversity by deploying two terrestrial lines. But, these lines are vulnerable to the same challenges. What happens if there is an earthquake, wildfire, hurricane or other natural or man-made disaster and both lines are compromised? How would calls get in? How would dispatchers be deployed? This session will look at all the technological considerations an agency should consider before deploying NG911, focusing specifically on the importance of path diversity and redundancy. The session will also educate agencies on the importance of having the right mix for day-to-day and emergency communications.

Wednesday, September 14, 2016

Take Control of Your Career
Angie Schulz, ENP
Most 9-1-1 Centers do not have a lot of room for advancement.  Positions such as supervisor, quality assurance, training to name just a few are high sought out positions within an organization.  When that desired opportunity for advancement comes around, what are you doing to make yourself shine brighter than the rest of your coworkers?  Most supervisors in a 9-1-1 center are working supervisors and even though they should be providing career development due to many reasons, short staff, long hours, busy shifts, etc., career development is not their top priority.  If you want to get ahead, you need to "Take Control of YOUR Career."  This presentation will provide some motivational tools and good advice on how to advance to get the job you want to have the lasting career with a job you love.  

Rolling into NG9-1-1 with Creative Communications Technologies
Donna Platt
The nationwide goal is to have all PSAPs to be fully deployed with Internet Protocol capabilities by end of 2020. The concept of Next Generation 911 system is to receive direct calls via voice, text, video and data. What does that mean for individuals with disabilities? What possible communication options should you as telecommunicator accommodate? Information from nationwide 911 survey results responded by people with disabilities on what would help them to communicate effectively will be illustrated. What about TTY and relay services? Overview of telephone equipment distribution program and relay services in North Carolina will be described.

Mastering Your Memory
Tyler Enslin
As a professional, your career is demanding and requires you to have a great handle on a large volume of information on a regular basis. Learn how your memory affects your success in business and life. Train your memory to recall any information you want or need to remember. This program teaches how to have an instant recall of names, data, to-do lists & much more. Learn how to connect with your clients/customers and coworkers in meaningful ways. Acquire the techniques to lead meetings and conferences with confidence and competence. Learn how to present information without the use of notes.

ECaTS Demo – New Features and Basic Training
Dane DuPont
Join this session for an overview of new ECaTS features and a basic ECaTS demonstration. 

Generational Diversity in the Communications Work Place
Jeryl Anderson, RPL, ENP
Dealing with diversity in the workplace means understanding and relating effectively with people who are different than you. The ability for a diverse group of people to build strength and unity through their diversity is the power that propels organizations into new dimensions of performance. Discussions of workplace diversity in the United States tend to start with the topics of race, ethnicity, gender, sexual orientation, and disability. Indeed, organizations that want to thrive in the future will need to have employees and managers who are aware of and skilled in dealing with differences along these identity lines.

Another slice of diversity that is not always included in typical diversity discussions, however, is generational diversity. In any large organization, you are bound to find divisions, units, or work teams where at least four distinct generations are working side by side. Sociologists, psychologists, and everyday managers have identified important differences between these generations in the way they approach work, work/life balance, employee loyalty, authority, and other important issues.

Putting it all Together:  A Look at Leadership in the Communications Center
Nate McClure & Mark Hannah
Public safety communications managers are faced with a myriad of planning requirements and outright demands: Strategic Planning, Contingency Planning, COOP Planning, Long Range Plans, Short Range Plans, Staffing Plans & on and on. Planning is a critical part of a mangers job. Why is planning so important, and how does a manger successfully accomplish all of the required planning? Come to this session and find out.

Enhancing the Role of Dispatch in High Performance CPR
Brett A. Patterson
This interactive lecture is designed to provide EMDs, ED-Qs, supervisors, and engaged managers an appreciation for their critical role in SCA survival by relating the basic “why” (research and physiology) to the “how” (MPDS v.13) of High Performance CPR in dispatch. EMDs and ED-Qs will benefit from a strong focus on the physiology, practice, and quality assurance of High Performance CPR from a DLS perspective.