Tampa Education Sessions



2:00 – 3:00
3:15 – 4:15

1:00 – 2:00
2:15 – 3:15


8:00 – 9:00
9:15 – 10:15
10:30 – 11:30
3:00 – 4:00
4:15 – 5:15


9:00 4:00


Monday 2:00 – 3:00

Remote Sensing for E9-1-1 and Homeland Security                                              

Robert White, ENP, State of Maine

Using an enterprise database solution, web services and GIS today PSAPs can access various forms of remotely sensed data and display that information on a map in the PSAP. Automated Crash Notifications, HAZMAT incidents, road conditions, river monitors, and automated weather stations are just a few of the types of data that are currently being used in Maine. This presentation will be an overview of what data is available and how Maine implemented it into the PSAP. Live demo of the application will be a part of this presentation.


State Coordination: Models and Operations

Steve Marzolf, Virginia Public Safety Communications Division; John Benson, Iowa Emergency Management Division; and Barbara Jaeger, ENP, Arizona

Several states have implemented state coordination.  This session will examine several differing models for state coordination and allow attendees to ask questions of the diverse panel.  If you are preparing state legislation for the first time, planning to modify your legislation or simply want to learn more about state coordination, this is the session of you.


Number Portability and Other Telecom Stuff–PSAP/9-1-1 Impacts

Rick Jones, ENP, Operations Issues Director; National Emergency Number Association and Judy Graham, ENP, Time Warner Telecom

An update of what is going on in the telecommunications industry, wireless and wireline, regarding number portability, pooling, number assignment changes and other topics with the viewpoint of how they are impacting PSAPs and 9-1-1 systems. From what should a PSAP supervisor know to what should a call taker be provided will be covered. Even a little VoIP will be covered.


Operating System Migration — Being Prepared

Anthony Signorelli, Plant Equipment

The Operating System is the heart of any CTI based 9-1-1 solution. Look into the future with Anthony Signorelli and see how you can prepare for next generation applications that will improve efficiencies and save on maintenance.


TeleCommunication Systems’ Network Operations Center (NOC) Capabilities, Responsibilities, and Procedures

Jeri Ginnaty, TeleCommunications Systems

Jeri will introduce the TCS NOC and provide information about TCS’ NOC capabilities and responsibilities.  He will discuss the TCS notifications that are sent concerning Service Impairments and Maintenance.  Jeri will also discuss the TCS NOC training plans and introduce a PSAP Test Call program. 


The Reno Model for Dispatch

Cokie Lepinski, Assistant Communications Manager; Marin County Sheriff’s Office

Does your training program need a change? Looking for better decision makers and critical thinkers? Then it is time to try the “Reno Model”. This workshop will explain this problem-based learning approach to law enforcement training. Participants will learn about the application of this innovative training program to public safety communications.


A Disaster Recovery Plan, Why You Need One

John A. Cassin, Operations Manager; Monroe County Emergency Communications Department

The ECD has recently completed work on a disaster plan for its 911 Center.  The Plan is a document detailing the response by 911 and other public safety agencies in the event of a loss of 911 services ranging from a single channel failure to a catastrophic loss of the building.  The presentation would discuss the need for such a Plan, who needs to be invovled, and the steps involved in developing one with background showing our own experiences.  Modified copies of our material would be made available to participants in a CD.


9-1-1 Wireless Public Education

Cindy Bridges, 9-1-1 Public Education Coordinator & Addressing Specialist; Central Texas Council of Governments 

Detailed description of a working Public Education plan regarding wireless phone consumers and the 9-1-1 system. Key items stressed: “Know Your Location” theme, important questions asked by call centers, landmark identification (what is needed and what isn’t), children education of cell phones through new character and presentation format, un-intialized phone information, how and why cell phones work with 9-1-1, etc.  Listed in general terms as to be understood by the average local citizen. No technical information provided in this session.


Emergency Communications Lifecycle Management

John Jaderholm, Manager; Motorola Managed Services Operations

Budget restrictions, technology growth, and Homeland Security issues have changed the perspective and increased the requirements for PSAPS and reliable wireless radio/data networks.  Operational demands and associated costs can rapidly expand without careful planning and lifecycle management.  Focus on emergency dispatch center design and integration, as well as, the hardware and software components with applications, may present unique challenges with the every-day maintenance and management of an entire communications network.  This seminar outlines how to improve your organization’s communications lifecycle management.  Lifecycle management practices allow your department to increase productivity, utilization and value of your dispatch operations and wireless communications.


Training Standards for Communication Officers

Lisa Dodson

ADA training standards for communications personnel: The APCO ADA Task Force conducted a survey to determine membership needs regarding accessibility issues. In this session, you will learn the results, and be provided critical information on what is required for your PSAP to be in compliance with the ADA, including TTY Training Standards.


Monday 3:15 – 4:15


Going Digital–How AIN Will Change What We Do

Jeff Wittek, ENP, Plant Equipment, Inc.

The Advanced Intelligent Network is coming to Public Safety. This 50 minute presentation by one of the foremost authorities on 9-1-1 technical issues is designed to prepare PSAP administration for what will come.  Voice over IP, integrated voice/data communications, digital switching and more are aspects of the new 9-1-1.  All will be addressed and explored in this powerful presentation.


Wireless E9-1-1 Phase II: A Panel Discussion about Technology, Regulations, and Everything Else You Wanted to Know but Were Afraid to Ask

Moderator: Mary Boyd, ENP, Intrado

This panel will cover all aspects of Phase II E9-1-1 deployments.  Members of the panel will discuss specific aspects in their areas of expertise: technology overview, government regulations, testing and troubleshooting, etc.  In previous years, each of these aspects has been presented in isolation.  As Phase II now approaches maturity, it is our intention with this presentation to cover all aspects in one presentation so as to be able to relate them to each other and to allow the audience to follow up with related questions without having to choose between competing Phase II presentations.


9-1-1 Planning for a Major Event

Ronald Bonneau, ENP, Director; SouthCom Dispatch and Morrie Farbman

Will cover the areas that PSAP managers need to consider when a large sports event is coming to their jurisdiction. PS ALI as well as mapping and CAD requirements will be presented in context of the preparations for the US Open Golf Tournament in 2003.


VoIP/9-1-1 Current Solutions

Moderator: Nate Wilcox, Vermont Enhanced 9-1-1 Board

New communication methods such as Wireless, ACN. and VoIP have placed a burden on PSAP’s using existing technologies. VoIP promises to be the migration path for today’s PSAP’s. This presentation will cover some of the features that VoIP will bring to the PSAP environment to increase capabilities and provide a bevy of new possibilities.


Data Technical Committee Status Report

Delaine Arnold, Arnold 9-1-1 Consulting and Chair, Nena Data Technical Committee; and Barb Thornburg, ENP, Thornburg Consulting

A status report for telcos and PSAPs on the Data Technical Committee’s work over the last year. Topics to be covered are addressing guidelines, soft dialtone, structure-based MSAGs, data retention, error resolution, NENA company-id, wireless NRFs, UNE-P, NPDI standard, how to determine which telco owns a telephone number, and data exchange formats.


Building Confidence through a Quality Program

Catherine McCormick, Emergency Services Process Mgr., and Jodi Schlemmer, OnStar

OnStar recognizes the need to be quality focused at all times when handing calls from our customers.  This is particularly important as we interface with our emergency service partners.  We have developed an all encompassing quality program that examines processes and policy and procedure adherence from a 360 degree perspective.  We would like to share our methodologies in an effort to continue to build and maintain the growing confidence level with our key stakeholders in our US and Canadian PSAPs.


Champagne Training on a Beer Budget

Tony Harrison, ENP, President; The Public Safety Group

Training budgets are many times the first to be cut during budget difficulties. The challenge presented to communications trainers is to provide the highest quality training with little or no budget.  This class will present numerous ways of training communications professionals for little or no money.


Using Children’s Artwork to Market 9-1-1 Messages

Sonya Lopez-Clauson, ENP, Greater Harris County 9-1-1 District

This session highlights a successful wireless public education campaign implemented by a 9-1-1 Program.  They used calendars created by elementary students to inform citizens that telecommunicators cannot always automatically determine cell phone location and must rely on information from the 9-1-1 caller.  A successful billboard campaign used in Texas with children’s art to inform the public of a 9-1-1 message will be described.  There are many ways to use children’s artwork to market 9-1-1 messages.  Utilizing school children is a creative way to implement 9-1-1 education and involve the community.


PSAP Consolidation Issues

Brad Magill, ENP, and Naren Dwarka, L. Robert Kimball & Associates

Increasingly, consolidation of public safety communications organizations and activities is being viewed as a necessary public policy initiative to improve service, save costs, and to maximize critical public investments in facilities, technologies, and human resources.  Consolidation efforts typically raise a multitude of political, operational, and service concerns that must be addressed to proceed.  This presentation explores a variety of consolidation options, issues, and approaches that should be understood when considering a consolidation initiative.


TTY Testing for Wireless and Wireline Compliance

Toni D. Dunne, ENP, Positron Public Safety Systems 

PSAPs are required to provide direct access for TTY callers. The U.S. Dept. of Justice mandates PSAPS take certain actions to be in compliance with the ADA, including testing TTY equipment.  NENA recognizes the importance of this issue and is developing standards to assist PSAPS in meeting these requirements.  This session explores the differences between wireless and wireline TTY calls, and provides recommendations designed to assist PSAPs in meeting your obligation under the ADA.


Monday 4:30 – 5:30


Location Based Response System – An Ohio Asset

Stu Davis, Ohio Department of Administrative Services and Ron Cramer, DDTI

To prepare and respond effectively to natural and man-made emergencies, local and state officials must access accurate information about the locations of people, places, and things.  Local governments maintain the most current and detailed record about locations, but this is not routinely shared with state agencies in formats that can be accessed quickly and efficiently.

In support of emergency response, E9-1-1, public safety and economic development in Ohio, the tate is spearheading a partnership with local government to develop the Location Based Response System (LBRS).  The LBRS consists of a statewide high-resolution centerline with site addres and address ranges.  This presentation focuses on the LBRS pilot project completed in Fairfield County, Ohio.


Building the Public Safety Network of the Future….Today!

Doug Roberts, CML Emergency Services

Key issues facing 9-1-1 today include: increasing call volumes, wireless calls, telematics, implementing and integrating IP-based networks, broader and proactive response options/actions, inter-agency coordination at the regional and national level, and measuring and managing operations for improved effectiveness and efficiency. This session presents a four-step technology roadmap to a new public safety network, illustrated with case studies of how these challenges are being faced and overcome with a blend of technology, innovation and intelligence.  Come and hear what can happen when PSAPs are linked together using a common standards-based network to enable faster, proactive emergency response.


NENA’s USDOT Wireless Implementation Project: What Have We Learned and Future Challenges

Moderator: Bill Hinkle, Hamilton County, Ohio

Panelists: Representative from USDOT (invited); Jim Goerke, former NENA Wireless Implementation Director; and Dr. Robert Cobb, NENA

NENA has been engaged in a significant information and outreach project with the U.S. Department of Transportation designed to help accelerate the implementation of wireless E9-1-1.  Products of the project include videos targeted to various stakeholder groups, white papers, technical assistance, and involvement with various standards setting organizations.  Project staff are also providing input to an Expert Working Group and Steering council, as part of a USDOT Secretarial Initiative.  Learn more about this important project and how it is helping PSAPs today and in the future.


Large-Scale Systems Integration – Meeting the Challenges of Emergency Communications and Homeland Security

Joseph Cooney, Senior VP, Corporate Director, iXP Corp.

This presentation will examine the unique challenges associated with large-scale systems integration (SI) projects in the public safety environment. Imagine blending wireline and wireless 9-1-1, disparate Police, Fire and EMS dispatch operations, CAD, mapping, recording and administrative telephony needs into a single integrated facility, all against the backdrop of the world’s busiest 9-1-1 system. Then, imagine taking the integration of calltaking and dispatch operations to the next level. This presentation will provide insight into assessing, organizing and prosecuting projects of this magnitude.


What XML Means to You

Michael Thayer and Brian Hudson, Thayer Consulting

Historically the ability to share critical information has been limited by incompatible systems and lack of standards.  eXtensible Markup Language (XML) is changing the way systems communicate and promises to revolutionize information sharing.  If sharing information with other agencies is important to you, we’ll save you a seat!


Emergency Telephone Notification Systems Standards Update

Bill Weaver, NENA 9-1-1 Center Operations Committee Liaison

NENA’s Minimum Standards for Emergency Telephone Notification Systems standards document will provide much-needed guidance to the public safety and private sector communities on technical, operational, administrative and procedural issues germane to the proper implementation and management of an ETNS system.  The standards are intend

ed to provide a basis for self assessment and constructive regulation of ETNS system providers.  Further, the standards establish criteria for the responsible use of these systems as it relates to emergency management, emergency communications, and community awareness (in general terms).


This session addresses the work NENA is doing in this area as ETNS systems are fast becoming a necessary tool for public safety agencies nationwide. 


How Pre-Planning Can Minimize or Prevent Crises

Harry R. Walls, VP Sales Marketing; Forum Communications, Intl

Knowing and understanding what is required to effectively prevent or quickly recover from an ‘incident’. Plans in place determine how you respond-what you need to respond to-and what consequences you may suffer.  Focuses on Education-Existing resources-Risk Factors-Disaster Action Plans-Crisis Resolution-Closure-Evaluation-Updating Contingency Plans and Prevention of Future Occurrences.


Creative Ways to Recognize Your Telecommunicators

Alisa Simmons, Tarrant County 9-1-1 District and Christy Williams, North Central Texas Council of Governments

The efforts of the unseen, unsung 9-1-1 call taker and dispatcher oftentimes go unnoticed.  Twice a year, in April and September, the Tarrant County 9-1-1 District and the North Central Texas Council of Governments set aside time to “celebrate and thank” 9-1-1 telecommunicators.  In this session you will learn about ideas ranging from the simple and cost-effective to elaborate special events and gifts aimed at showing Telecommunicators they are valued.


NENA’s Educational Programs – What’sThere for Your PSAP?

Craig Whittington, ENP, Guilford County Emergency Communications Center

NENA’s Education and Training Program has greatly expanded this year.  This session will describe what that means for your PSAP and how you can benefit personally and professionally from increased training.  Craig will also describe the work of NENA’s Education Advisory Board, how to schedule courses in your area, and how to become a NENA course instructor.


Dispatching Blindly

Stephanie Hyatt, Director Business Development; TelControl, Inc.

The dispatch supervisor at Liberty County, FL is completely blind. This presentation will discuss the accommodations made at the 9-1-1 Center and within the technology chosen to enable him to dispatch.


Tuesday 1:00 – 2:00


Government Affairs Overview, Review and Take Action!

Steve Seitz, NENA Government Affairs Director, and James Hobson, Miller & Van Eaton

A review of NENA’s government affairs activities for the last year, including a successful campaign to make E9-1-1 our nation’s number one priority in emergency communications public policy discussions.   Hear from NENA’s Government Affairs professionals on how NENA is leading the 9-1-1 debate in Washington and throughout our nation.  Participants will have an opportunity to learn how they can help make 9-1-1 the number one priority with federal, state and local elected officials.  They will also learn about many regulatory and legislative issues, topics and discussions facing the 9-1-1 community.

This session is designed for the 9-1-1 professional who is new to NENA’s government affairs activities, or would like to learn how they can help NENA in leading 9-1-1 discussions throughout the nation.


Watching Wireless Calls Closely

Marc Bono, RCC Consultants, Inc. and Bob Gojanovich, ENP, iXP Corp.

The nationwide implementation of wireless E9-1-1 service has by now gathered a great deal of momentum.  While the this service has provided new capabilities to public safety communications, it has also introduced an unprecedented level of complexity into the overall 9-1-1 paradigm, which has rendered wireless 9-1-1 service more vulnerable to service problems. Moreover, the newness of the service and general unfamiliarity with its complexities has masked some of these problems.  The obscure nature of some of the problems can significantly compromise the level of quality we would otherwise expect from 9-1-1.

The remedy for this situation is close observation of what is happening in the PSAP, both during implementation and after a wireless provider has completed their rollout.

The authors share their experiences in managing large wireless 9-1-1 implementations, covering the discoveries that are made only upon close scrutiny and stress testing of system performance.  They next discuss how a program of certification testing differs from the kind of testing wireless providers conduct during rollout of wireless location service, and what could be discovered.


Phase II Accuracy

Dick Dickinson, Manager, Public Safety, TeleCommunication Systems, Inc.

When mandating that wireless carriers provide Phase II E9-1-1 wireless service, the FCC established specific accuracy requirements. Unfortunately, the FCC did not specify the manner in which these requirements were to be verified. For example, is indoor testing required? If so, how much? Is statistical verification required across a regional area which may leave some PSAPs with less than FCC mandated accuracy, or is every PSAP required to have the level of accuracy mandated by the FCC? As a result of these and other unresolved questions, significant debate exists within the industry. This presentation identifies the issues, the players, and the potential impacts.


The Role of the 9-1-1 Service Provider in the 21st Century

Stephen Meer, ENP, Co-founder and CTO; Intrado

The next generation emergency services network must encompass secure IP networking and allow the industry to move away from relying solely on outdated analog technologies. Intrado’s Next Generation architecture provides PSAPs and 9-1-1 service providers a non-disruptive migration path by leveraging and enhancing the current capabilities and services of the existing 9-1-1 infrastructure to accommodate calls from new sources, such as VoIP technology and Telematics devices, as well as support the delivery of new data types. At this presentation Stephen Meer, co-founder and chief technology officer will provide the vision and framework for the next generation of emergency communications.


Wireless NRFs Resolution Process

Erica Aubut, 9-1-1 Data Base Administrator; Vermont Enhanced 9-1-1 Board and Paul Binder, Manager 9-1-1 Administration; T-Mobile

Discussion of Wireless NRF draft of the Wireless NRF Reporting Process which is being included in the revision of the NENA 02-011 document.


Location. Location. Location.

Georgia Baggett, Okaloosa County Emergency Services

Getting the right responder to the right location as quickly as possible every time is the ultimate goal of every 9-1-1 center. How to achieve that goal is the question. In Okaloosa County, Florida, we found the best way was to purchase and manage our selective router and ALI database. This presentation will review why we took this route, the steps along the way, the benefits it has brought to our operation and, most importantly, the improved quality of service it enables us to provide to our community.


Financial Contingency Planning: A Strategy to Survive the funding Gauntlet for Public Safety IT Projects

Dorothy A. Spears-Dean, PSC Analyst; Virginia Public Safety Communications Division

Financial contingency planning is a tactic that allows a public safety agency to quickly refocus its efforts and take advantage of developing IT opportunities.  It begins with an IT strategic plan that enumerates the proposed strategic IT goals, includes potential funding sources beyond local operating monies, and establishes the mechanism for redeploying financial resources.  Public safety professionals are challenged by the political and financial gatekeepers to obtain funding for new technology and to upgrade existing infrastructure.  These gatekeepers must be convinced of the merit in IT proposals.  Demonstrated need exists, but the positive financial results, such as return on investment, must be identified.  Proving financial viability is the key to surviving the funding gauntlet. 


9-1-1 for Seniors

Ronald Bonneau, ENP, Director; SouthCom Dispatch

Program to help PSAP managers develop specialized 9-1-1 education for seniors. Presentation identifies physical, technological and location barriers that effect seniors in their ability to access 9-1-1.  Also covers the limitations of wireless devices and the message seniors need to know about these devices and 9-1-1.


Taming the Evaluation Monster

Leslie Whitham, PSTC

Come join Leslie for an hour of solutions to your evaluation frustrations. She will discuss annual employee evaluations and Daily Observation Narratives along with performance evaluations. Bring your questions, Leslie and PSTC has answers!  This session will be great for trainers, supervisors and managers or those working towards those positions.


ADA Update

Toni Dunne, ENP, Positron Public Safety Systems

This presentation will provide updates from the DOJ’s perspective of the necessary requirements for 9-1-1 center compliance with the ADA.  From this session, participants will receive expert analysis of what the DOJ considers appropriate compliance measures in terms of direct access and TTY operational requirements.


Tuesday 2:15 – 3:15


Pass the Prozac Please

Kevin Willett, PSTC

Is the 9-1-1 profession over-medicated? Are your call takers and dispatchers popping pills that may hinder their decision making process? Do Doctors really know what they are prescribing? Join Kevin and PSTC staff for an hour of understanding the various anti-depressants, recognizing side-effects and how you can work with your staff to help them without harming their work product.


E9-1-1 Post-Deployment Location Assurance

Mario Proietti, TechnoCom Corporation

What happens after an E9-1-1 location system is deployed at a PSAP? The unique challenges of maintaining ongoing E9-1-1 system performance necessitate continued  maintenance and validation.   These sensitive systems are impacted by routine cellular system events. Testing is complicated by the interdependency of E9-1-1 system elements that can lead to inaccurate performance results.  And testing varies greatly in its ability to accurately show the performance of the E9-1-1 information being sent to the PSAP.

This presentation will include the challenges of maintaining E9-1-1 performance, and evaluate methods being used to ensure consistent delivery of location information from the 9-1-1 caller.


Making the Transition to Phase II, What Can You Expect?

Bob Currier, ENP, Industry Relations Liaison; Intrado Inc.

As PSAPs move to Phase II deployments, there are specific requirements and differences from Phase I.  The speaker will provide a brief overview of Phase I requirements in order to prepare you for Phase II deployments.  This session will also provide network overviews to include CAS/NCAS, as well as other educational information on GSM networks and E2 requirements.  This is an excellent session for individuals needing a good understanding for Phase II wireless 9-1-1 requirements.


VoIP/9-1-1 Migratory Solution

Moderator: Nate Wilcox, Vermont Enhanced 9-1-1 Board

Due to the requirements placed on the VoIP community by the NENA/VON agreement, a deadline was established to create solutions for both residential and enterprise VoIP deployments. This provides a high level snap-shot of what some of those solutions look like for meeting those deadlines. This will also provide the attendee with information on how to determine whether or not a solution is one of the recommended solutions as dictated in the most recent migratory definition working group recommendations.


There’s Safety in Numbers

Jimmy Gianato, Vice Chairman; WV Statewide Addressing and Mapping Board, Joe Seppi, Michael Baker, Jr., and Tony Parrott, VP Sales, microDATA GIS, Inc.

Through a public-private partnership with Verizon, the State of WV is jumping ahead in its ability to provide enhanced 911 service to its citizens.  WV has undertaken an initiative to remap the entire state using aerial photography and then will use the data to assign city style address to every structure.  The project has an aggressive schedule and is due for completion in 2006.  The State of WV has no money invested in the project.  WV is currently working with additional partners such as FEMA, DHS, NRCS, USGS, and other agencies to enhance the program and develop partnerships to save money and use one data set for GIS for the state. The Board is also developing a plan for long term maintenance for the program. BAE Systems is the mapping contractor for the project and microDATA GIS is the addressing contractor. The project brings together all 55 counties in the state to accomplish its goals.  Baker Engineering is the Project Manager with DR. Terry Keating as the lead PM.  The project also brings together TELCO Database personnel and USPS for address conversion.


Are Firewalls and Concrete Blocks Enough to Protect  Your PSAP?

Mike Petricca, ENP, and Mike Kennedy, SBC

There are many threats to a PSAP – fire, flood, employee errors, power surges, and external forces.  Your PSAP shouldn’t come under attack from your own network.  How is your PSAP protected from bugs, viruses, and worms?  From screen savers?  Do you know what is required to securely connect to federal, municipal and county databases? 


Preparing the Communication Center for Terrorism

Jeffrey R. Roemer, President; RW Management Group, Inc.

This presentation will address the coordination, planning and operational needs relating to major incidents and their affect on the Communications Center. What needs to take place prior, during and after critical incidents? These incidents include terrorist events, major disasters, major fire or emergency medical incidents, Haz-mat incidents, and transportation and utility catastrophes. What interaction should the center have with incident command and the Emergency Operation Centers?


Stop Accidental 9-1-1 Calls with Button Guards

Dale R. Lissner, SACC  (stop accidental cell calls) and Charles Freeman, ENP, Emergency Communications/911 Pinellas County, Florida

History and development of cell phone 1-touch 9-1-1 (#9 button) protective button guards.  Education of the public and PSAPs in their distribution and use.  Statistical analysis of 30k button guard kits issued in Pinellas County Fla. Analysis includes accidental 9-1-1 call data before-during-after distribution.


Personnel Issues in the 9-1-1 Center

John H. Kelly, Esq.; Ottosen Trevarthen Britz Kelly & Cooper, Ltd.

This presentation will update 9-1-1 center personnel on the changes in the laws affecting personnel management.  Topics will include Fair Labor Standards Act, Family and Medical Leave Act, and the Americans with Disabilities Act.  New areas of the law, particularly the Health Insurance Portability Act, will be covered.


TTYs and Non-Traditional Communication Devices

Toni D. Dunne, ENP, Positron Public Safety Systems

The future is here but is 911 ready? Technology advances are requiring a paradigm shift from what we know as traditional emergency communications. This session will explore data-type devices and look at what is being done in our industry to prepare for contact from citizens using non-traditional methods.


Wednesday 8:00 – 9:00


Public Safety Communications in the Age of Homeland Security

Thomas Lambalot, Executive Vice President; SmartLink Radio Networks, Inc.

In the aftermath of the 9/11 attacks, the public awareness of the communications failures among first responders at the World Trade Center site thrust radio interoperability into the spotlight.  While it was previously necessary only for radio systems to work independently among various agencies, the potential for large-scale emergencies and events that cross jurisdictional boundaries has forced public safety organizations to reconsider their communications priorities to include interoperability.  Several misconceptions exist among the public safety community as to how to best solve the political, technological and financial challenges associated with implementing interoperable communications.  Despite the emergence of industry standards for interoperability, no one interoperability solution may be perfectly ideal for every user group.  Agencies need to carefully evaluate several factors, including existing equipment, available funds and operational needs.


Rural 9-1-1

Andrew Armstrong, CML Emergency Services

Wireless Phase II, telematics, IP-based networks… these are just some technology developments that promise real benefits, including cost savings, faster response, and better inter-agency communication. But, what about rural agencies? Is there a way for them to get plugged into this new technology in a cost effective and efficient manner? Do we need government intervention similar to the Rural Electrification Initiative of the 1930s to ensure fairness in implementing the necessary infrastructure, or is there a market-based mechanism that will do the job?  Stop here to learn how you can advance the case for infrastructure upgrades in your jurisdiction.


A Fast, Simple Way to E9-1-1 Deployment

Manlio Allegra, CEO, Polaris Wireless, and Michele Farquhar, Hogan & Hartson, L.L.P.

Triton PCS operates a wireless network covering about 13.6 million people in Virginia, North and South Carolina, northeastern Tennessee and northern Georgia.  Currently utilizing TDMA, Triton is overlaying GSM technology for most of its network.  To comply with the FCC’s Phase II E9-1-1 requirements, Triton has selected a reliable, accurate, network-based technology that requires no additional network hardware or handset changes.  Presenters will discuss their experience with this technology, which is simple and fast to deploy, reliably and accurately determines location for every digital call placed in the network (nearly 100% location yield) and is highly cost effective.


IP Network Based Interoperability

Jack Kelly, Executive Vice President; Catalyst Communications Technologies

Public Safety Dispatchers play a key role in creating radio Interoperability among First Responders. This presentation explores and explains new technologies and operations that incorporate existing computer networks to enjoin legacy radio systems and create radio Interoperability.


Weeding through ArcGIS

Kathy Liljequist, GeoComm, Inc.

ArcGIS is new and emerging line of GIS architecture and is being discussed by many to be the new industry standard for GIS.  How will the new technology affect my PSAP?  This presentation will focus on laying the foundation for understanding the ArcGIS architecture and the fundamental differences between it and current GIS systems.  ArcGIS introduces a new data format called a geodatabase that provides the framework for storage of map data and much more.  This presentation will also cover this new data format and its effect on new and current call location mapping systems.


Cool Stuff!

Dave Larton; PSTC

Welcome to the PSTC Wal-Mart of resources. How do you get OnStar to cooperate with police needs? Who do you call when a kid is suicidal in a yahoo chat room? What happens when a hunter can only give you coordinants rather than an address? You’ll walk away with a stack of great phone numbers, web sites, resources and cheap software that can make your work life much easier! Get ready to say WOW!


Stress Management in the Emergency Communications Environment: Keeping Workers Healthy

Sandra Cassin, C.S.W.

Emergency communication professionals encounter unique stressors.  The accumulation of unmitigated stress can lead to poor job performance, absenteeism and the loss of employees.  Implementing a stress management program can promote employee health and improve job satisfaction.  Three types of stress encountered by Emergency Communication Personnel will be described.  A variety of easily adaptable, cost effective methods and programs will be discussed.  Presentation will include a demonstration of several stress reduction techniques that have been successfully utilized to assist emergency communications personnel.


The Who, Why, What and How of PBX / Private Switch Public Education

Cindy Uchtman, ENP, Operations Manager; Webster County 9-1-1 Administrative Services

Who in the “public” needs to know about PBX / Private Switch issues? Why is it critical that they understand these issues and their implications? What kind of products are available to help resolve these issues? How can we present these complex issues so our “public” will understand them? This presentation will be formatted as a sample which can be tailored to your individual situations, and then used to help you build your own local presentations.


Top 10 Procurement Mistakes

Brian Hudson, Thayer Consulting

Finally, you have the resources and commitment to replace that obsolete CAD, RMS or communications system.  Now comes the challenging task of procuring that long-awaited system.  Join us as we examine the best strategies for procuring new systems and teach you how to avoid the mistakes others have made.  Case studies, key RFP components, vendor selection strategies, and tips for smooth and efficient contract negotiations will all be discussed.


It’s Not Fair! How Employees’ Perceptions of Unfairness Fuels the Staffing Crisis

James Kuthy, Senior Consultant; CritiCall Pre-Employment Testing Software

Employees’ perceptions of workplace fairness have been linked to turnover, work exhaustion, failure to help others, dishonesty, organizational commitment, and job performance, just to mention a few. During this session, job applicant and employee reactions to perceived unfairness will be examined in easy-to-understand terms, and suggestions will be made on how to create a workplace that fosters perceptions of fairness. Scientific studies indicate that this may lead to increased job performance and decreased turnover.


Wednesday 9:15 – 10:15


E9-1-1 Institute:  Facing Challenges in E9-1-1

Gregory Rohde, E9-1-1 Institute and Mario Proietti, TechnoCom Corporation

The E9-1-1 Institute will hold an open meeting of its ‘Wireless Issue Committee’ in (room/location) on (date and time).  The Committee will address issues such as: location technologies, deployment and network interface challenges, OET compliance and reporting, data uniformity, PSAP delivery, rural access, and post-deployment operational challenges.  E9-1-1 Institute Executive Director, Gregory Rohde, and the Wireless Issues Committee Chairman, Mario Proietti will be leading the discussion.  The meeting is open to anyone attending the conference”

The E91-1-1 Institute is a support organization for the Congressional E9-1-1 Caucus, which is c-chaired by Senator Conrad Burns (R-MT), Senator Hillary Clinton (D-NY), Representative John Shimkus (R-IL), and Representative Anna Eshoo (D-CA), assisting the Caucus co-chairs in advancing E9-1-1 and promoting public education on the importance of 9-1-1 services and emergency communications issues.


Phase II Technologies: GPS vs. Network

Dick Dickinson, Manager, Public Safety; TeleCommunication Systems, Inc.

The FCC has mandated specific accuracy requirements for the implementation of wireless Phase II technology. By creating differing requirements for different types of location technology the FCC encouraged the development of competing technologies, primarily GPS based (satellite) solutions and network based (triangulation) solutions.   This presentation will explain the differences between the two technologies and identify the advantages and disadvantages of each, as well as how each technology might impact the PSAP differently.


Making the Move to IP

John Thompson, CML Emergency Services

Business, government and the military are deploying reliable, secure IP networks with great benefit today. Meanwhile, public safety still largely relies on telephony and point-to-point data exchange circuits. While public safety organizations typically adopt technology after it has been proven elsewhere, the time for rapid adoption of IP technology has now arrived. The first step in moving into the IP era is to understand it. What makes IP so versatile? How is it deployed in local and global networks? Is it secure and reliable? What will it do for you? These are some questions this presentation will answer.


VoIP: Evolution of the PSAP Experience

Bob Currier, ENP, Intrado

VoIP poses new issues for PSAPs that NENA and the public safety community are working through.  This presentation will focus on the evolving PSAP experience as VoIP emergency calls transition from the interim solutions available today, to full E9-1-1 service delivery in development and the long-term vision of the IP-enabled PSAP of the future.  A number of service providers are starting to market their “native” or full E9-1-1 solutions to VoIP carriers.  How will PSAP displays differ for the various solutions?  How could current issues being addressed by NENA, by ILECs, and by regulatory bodies affect the PSAP?


Supporting Statewide Mapping for PSAPs

Robert White, ENP, and Maria Jacques, State of Maine, and Debra Wall and Marie Keeler, Verizon

Maine has deployed mapping to all 16 counties in the state. Instead of each county being responsible for maintaining the data it is handled by the State’s GIS office. This presentation will take a look at lessons learned on how to maintain and update multiple PSAPs with spatial data and to keep it in sync with the Telco MSAG.


9-1-1 Center Operations Committee Update

Moderator: Rick Jones, ENP, NENA Operations Issues Director

This session will involve NENA’s full 9-1-1 Center Operations Committee chairs and co-chairs reporting on the status of work efforts undertaken by the five committees and two subcommittees of the Operations Committee.  Collectively, the 9-1-1 Center Operations Committee:

  • Develops operational related standards that may impact YOUR public safety answering point and the professional 9-1-1 community

  • Conducts research on timely “What’s New” issues facing the public safety community through subject matter expertise, industry trends, federal legislation, etc.

Attendees will be provided a handout listing 2003 key accomplishments, work progress to date, along with information on becoming a working subcommittee volunteer.


Exercise DARK SCREEN – A Cyber-Terrorism Attack on San Antonio, Lessons Learned 

Chris Cook, Director Strategic Planning; Bexar Metro 9-1-1 Network District

Lessons learned from a cyber-terrorism attack on America’s eighth largest city.  In the Fall of 2003, federal, state, and local officials from government, industry, and academia came together to focus on preventing, detecting, and responding to a cyber-terrorism attack on San Antonio, Texas.  Initiated by US Congressman Ciro Rodriquez, prior to 9-11, the exercise was two years in the planning and took place over a period of two weeks. The participants included the Bexar Metro 9-1-1 Network, which executed more than three dozen exercise events, demonstrating the vulnerabilities and strengths of the 9-1-1 system, use of an emergency notification system and back-up emergency operations center.  This briefing provides an overview of exercise goals and objectives, highlights exercise participants and events, and provides 9-1-1 and community lessons learned.  It also provides insight into on-going community, state, and federal actions as a result of the exercise. 


Educating Your Community about your Early Warning System (EWS)

Sonya Lopez-Clauson, ENP, Greater Harris County 9-1-1 District

Homeland Security has  caused jurisdictions to look for ways to inform the public of an emergency in their area.  Many are implementing warning systems such as telephone-based warning systems in their community that would give instructions to citizens.  Before implementing the system in your area, it is important to educate the leaders of the jurisdictions involved to develop procedures for when an actual activation would take place, and especially citizens on what the warning system is and what to expect to avoid any further confusion after an actual activation takes place.   This session will discuss plans to create for implementing the system and suggestions for educating the community.


How to Successfully Manage a Public Safety Technology Project

Dorothy A. Spears-Dean, PSC Analyst; Virginia Public Safety Communications Division

Public safety technology projects should be approached with the same management skills as any other public safety endeavor.  Project management skills can be acquired to develop an understanding of the critical steps and factors that leads to the successful implementation of a technology project.  It is important to remember that technology is a vehicle, not a result; it is a means to achieve specific functional goals.  Project management occurs in a dynamic environment.  Communication, participation of technology stakeholders, and documentation are critical.  Micromanaging is counterproductive.  Never underestimate the value of common sense as a management tool.  Remember contingency planning and consider ongoing project support.


Domestic Violence and People with Disabilities

Cheryl Greathouse, Georgia Public Safety Training Center

Receiving calls of domestic violence is not unusual for 911 personnel. However, people with disabilities may experience domestic violence in ways that differ from people without disabilities. This presentation will explore the issues related to people with disabilities as victims of domestic violence, the barriers to reporting, and the dynamics of power and control.  We will also discuss the implications of this type of abuse on 911 calls from people with disabilities.


Wednesday 10:30 – 11:30


Current Trends and Activities with PBX and Centex End User Location Information Legislation

Ken Davis, Sr. Product Manager, Intrado, Inc.

The proposed talk will review the goals of PS/ALI products and how they generically work.  The talk will also look at the current and  pending status of legislation for PS/ALI type products at both the state and national level.  We will make suggestions about the best case practices or best model for drafting legislation in your state.  We will review what hasn’t worked and why.


Realizing the Potential of Emergency Communications Interoperability: How It Can Improve the Operation of Your PSAP and the Safety of Your Community

Robert Martin and David Aylward, ComCARE, Bob Oenning, ENP, Washington 9-1-1 Coordinator, and Craig Whittington, ENP, Guilford County, North Carolina

Interoperability is about a lot more than only talking on radios at an incident scene.  Sharing data is critical in today’s high-tech, modern world.  Data exists in a variety of “islands” or “silos,” but it is almost invariably not shared with the other response agencies which would benefit from having it.  Some key topics to e explored in this presentation include sharing emergency incident information between the public and private sectors, sharing solutions and data sets, and identifying the roles and responsibilities of various constituencies, including between PSAPs, federal, state, and local governments, public safety, transportation, emergency management, emergency medicine, and business.  Case studies and specific examples will be discussed from homeland security to hazmat spills to car crashes, citing costs, benefits, and tactics for deploying true interoperability solutions, and overcoming the political and operational challenges of legacy systems.


Pay It Forward – Customer Service Now!

Kevin Willett, PSTC

So, you don’t think customer service and 9-1-1 go hand in hand? Let Kevin show you why it does. It’s really a state of mind and great techniques that make it workable. Come gain tools and be entertained by Kevin. You’ll be glad you did. This is a great session for line level communicators, trainers or supervisors.


VoIP/9-1-1 Long Term Definitions

Moderator: Nate Wilcox, Vermont Enhanced 9-1-1 Board

What work is being done to create a PSAP capable of interacting in an end-to-end VoIP environment? What kinds of new technologies can we expect to see delivering calls to a 9-1-1 PSAP? Members from both the Long Term Definition and Migratory Definition working groups will present some of the issues they are working on and what they envision for the future.


MSAG’s, Databases, Wireless & Maps – more of what we learned about locating a 9-1-1 call

Marc Berryman, ENP, GIS Manager; Greater Harris County E911 Network; and Ron Cramer, Digital Data Technologies Inc.

A good database does not mean that caller locations will map correctly, and conversely, a great map does not guarantee success either.  Understanding the complexity and interplay of making sure everything is synchronized becomes a real eye opener once one attempts to implement digital mapping in the dispatch center.  This presentation, from the people who have done it, will enlighten the audience as to the “Big Picture” of what must be understood when undertaking such an endeavor.  A full-house session at last year’s conference, this presentation will include some new findings and solutions.


Understanding the ISO Fire Suppression Rating Schedule

Larry Maynard and Robert Glunt; Insurance Services Office, Inc.

Join representatives of Insurance Services Office (ISO) field staff as they provide the tools and resources needed to assess the impact of your communications center on the Public Protection Classification of your community.  In this seminar, you will learn about ISO and how the Fire Suppression Rating Schedule (FSRS) is used to classify communities.  Special emphasis will be given to the evaluation of fire alarm communications, so that you and your staff may provide the best possible Public Protection Classification for the communities you serve.  Some of the topics to be covered include:  telephone service, telecommunicators and dispatch circuits.  The relationship of ISO classifications to insurance premiums will also be discussed.


Preparing Your Dispatchers To Handle Disaster Calls

Tony Harrison, ENP, President; The Public Safety Group

Research has shown that during disasters your center may receive up to 100 times your normal call volume.  Calls will not only come from your jurisdiction but potential from all across the world.  How does your center handle such call volume?  This class will teach you how to handle such call volumes and how to teach your personnel how to handle such a situation.


Organizing a Statewide Public Education Program – from start to continuing growth…..

Moderator: Renée Wilson, 9-1-1 Public Educators of Texas                                          

Organizing a Statewide Public Education Program – from start to continuing growth….. The Public Educators of Texas (PETs) have been meeting quarterly for over ten years to discuss relevant public education issues in the 9-1-1 industry.  With a regular attendance of over 30 individuals around the state, this group has developed product ideas and campaigns.  They have organized special activities for telecommunicators on September 11th each year, as well as TC week in April.  This group distributed resource manuals to include public education items, presentation guidelines and ideas for special events.  They have also started a mentoring program and work closely with the state 9-1-1 agency to provide a catalogue of specialty items.  The PETs worked with the development and field-testing of Red E. Fox and have recently introduced Cell Phone Sally.  Come to this panel session and learn not only what Texas has done with public education, but also what you can do in your state!


Ending the Scheduling Nightmare

Phillip Bernowsky, Informer Systems

In this informative session, Phillip will discuss the resulting conclusions of an extensive study Informer conducted to understand the root causes and solutions around the “scheduling nightmare” that inflicts most PSAPs.  Informer interviewed and documented procedures at dozens of emergency services and dispatch facilities – east coast to west coast, Dispatchers, Supervisors, Operators, Directors, Sergeants and Captains.  What was found was both informative – and at times alarming.  The result can help PSAPs improve service, reduce paperwork, lower administrative costs, and improve employee morale.


Homeland Security: The Federal Perspective

Representatives from the Office for Domestic Preparedness, U.S. Department of Homeland Security

This informative presentation will update attendees on the latest developments in Homeland Security.  There will be a review of grant opportunities for state and local public safety organizations, followed by a discussion of regional information sharing as working test beds, interoperability programs, and other general programs within the Office for Domestic Preparedness.  Representatives of ODP will be able to answer any questions you may have with respect to homeland security programs and issues.  


Wednesday 3:00 – 4:00


A National 9-1-1 System? It’s Not As Far Away As You Think

Chris Salafia, PowerPhone, Inc.

In the United States, public safety agencies cooperate with each other, but are still essentially separated by state and local jurisdictions. But with threats to national security at an all-time high, information sharing between these agencies is critical.

With recent advances, it is now possible for call centers across the U.S. to be connected — which can allow mutual aid, cooperation, and information sharing to take quantum leaps. This presentation will look at how the latest 9-1-1 technology — Computer Aided Call Handling (CACH) — can help make this a reality. Centralized call handling systems in other countries will be examined.


Handling Wireless 9-1-1 and Mapping

Charles Ronshagen, Plant Equipment, Inc.

With the onset of Phase II we have witnessed the pain of success.  An automated process for locating a wireless caller is possible, but is still a hope at best for some PSAPs.  Somewhere between requesting Phase II and seeing an accurate location plot on a map, much work must still be done to ensure a smooth transition from handling land-line calls.  Pitfalls will be discussed from getting maps ready for the PSAP to testing and then handling of Phase II calls.


The 9-1-1 Paradigm Shift

Mark Martorano, Vice President; and Jake Parker, Advanced Concepts Inc.

This session describes the strategic and tactical changes to the 9-1-1 environment, including but not limited to its operation, staffing, resources, training, funding and mission, due to September 11.  Explains how PSAPs, Centers, and EOCs should be planning for this paradigm shift.  A very topical presentation for todays 911 and emergency communications Directors, Chiefs, and key administrators.


Chronological Approach to CAD RFP Development

Steve Marzolf, Virginia Public Safety Communications Division

This program is a how-to guide for developing requests for proposal for computer-aided dispatch systems using a chronological approach.  This approach provides an easy to follow template for RFP development and evaluation.  If you are considering or planning a CAD system procurement, this program is a must.


Don’t Get Zapped!… Lightning and 9-1-1 Centers

Ernie Blair, ENP, Director; Huntsville-Madison County 9-1-1 Center

Communications Centers are especially vulnerable to catastrophic lightning and electrical surge damage.  Elevated radio towers, power lines, and communications cables attract lightning.  Dangerous charges are potentially passed to static sensitive equipment and “plugged-in” communications personnel.  Effects from electrical storms are not only expensive, they also compromise critical communications capabilities and can even present life threatening voltages to telecommunicators.

This presentation provides a case study of lightning problems experienced at the Huntsville-Madison County (Alabama) 9-1-1 Center and the systems approach that addressed them.  Topics covered include bonding, single point grounding, surge suppression, lightning dissipation versus attraction, and conventional/chemical ground systems.


Communications Networks Through Mission Critical IP

Representative from Motorola

The volumes of data available to Mission Critical systems users is growing exponentially and traditional voice communications users are relying upon data more and more each day. Aside from traditional network hardening activities, how do you know that your communications networks are designed and built to meet the performance needs of your users? This session reviews Mission Critical communications networks needs from a security and reliability standpoint. 


9-1-1 and Multi-Line Phone Systems:  The Problems and Challenges of Location Information

Dana Potvien, Assistant Communications Center Supervisor; St. Louis County 9-1-1 Communications

This presentation is geared to informing the public about the problems and challenges 9-1-1 call takers face when answering calls from multi-line(MLTS/PBX)telephone systems.  Millions of Americans live, work, attend school, or visit at facilities operating MLTS, which typically do not provide 9-1-1 call takers with accurate location or call back information.  The presentation offers suggestions to MLTS owners for educating their end users to provide exact location and call back information to 9-1-1, on exploring upgrades to their phone systems, and in contacting policy makers about the issue.


Emergency Number Professional (ENP) Certification

Ron Bloom, ENP, GeoComm

This session will review the qualifications and benefits of becoming an Emergency Number Professional.  ENPs elicit a broad-based competence in the public safety professional field and raise industry standards.


Wednesday 4:15 – 5:15


Homeland Security

Brian Lehman, Sr. Director Global Government Solutions, and Jeff Shou; Symbol Technologies

Brian and Jeff will review how wifi technology is enabling police and emergency personnel to leverage handheld computers to enable police officers in vehicles or on foot to collect critical law enforcement data and communicate with police stations and centralized databases as they move throughout the department’s citywide network. He will review case studies on Los Angeles Police Dept successes and others.


Private Call Center Standards

Bill Weaver, NENA 9-1-1 Center Operations Committee Liaison

Private Call Centers serve the public interest by providing a wide range of services that include consumer-based services targeted at protection of life and real property, and monitoring and recovery of other assets.  Occasionally, private call center operators will become part of an emergency event where collection of essential event information is a precursor to initiating proper responses to those emergencies by appropriate public safety agencies.

With variations in the capabilities and operational standards in private call centers, NENA developed this standards document to ensure proper operations, management and technology controls are in place, and to regulate the interaction of private call center staff with their public safety counterparts. 


InCommPSIP – A Concept for a 3rd Generation IP Centric 9-1-1 Network

Guy Roe, Consultant to InCommPSIP

InCommPSIP is a concept/proposal for an IP-Centric 9-1-1 communication and response system that has recently been presented in New York and Indiana.  The project is composed of three major components.  A Communications Component provides a for a central statewide entry point for 9-1-1 services including Wireless E9-1-1, VoIP and future IP based services and includes coordinate routing of calls.  Calls are delivered using SIP and VoIP.  An Emergency Management Component allows information currently concentrated and displayed only at individual PSAPs to be shared between PSAPs and with strategic planners including state level agencies and Homeland Security.  The Infrastructure Component calls for an integrated, multi-use shared IP infrastructure to provide a basis for future innovation.  While InCommPSIP has been developed by a multi-vendor consortium, this presentation will focus on the concept and capabilities behind this open architecture proposal rather than a specific vendor solution.  The presentation will include a demonstration of a working InCommPSIP simulator that shows the interaction of Wireless E9-1-1 and integrated Emergency Management functions.


Stress and Dispatcher Retention

Terrence McAtamney, President; Headsets911

Stress and Telecommunicator Retention is a presentation covering the specific stressors that 9-1-1 telecommunicators face on the job, and how they can and do lead to job related burnout.  Also shows supervisors how to look for key specific stressors affecting their people.  Finally shows how stress can affect the retention of telecomunicators, and provide tips on how to improve work conditions and subsequently improve retention.


Thursday 9:00 – 4:00


Introduction to VoIP

Advanced Network Information

As VoIP becomes more widely accepted, there is a growing need for 9-1-1 professionals to understand the many emerging applications as well as the challenges of a VoIP network.  This course will answer such questions as: How does the Traditional Telephone Network operate? How is a VoIP network similar and different from that Traditional Telephone Network? How does a VoIP network differ from the Mobile (Cellular) Network? What are the forces driving the use of VoIP technology? 

Also covered in this course is an overview on how VoIP devices talk to each other.

NENA is offering this full-day course to help you understand the possibilities and issues with VoIP.  The course has been a very popular addition to our VoIP Critical Issues Forums recently held in Baltimore and Toronto, and we are pleased to share it with you at the Annual Conference.