Education Sessions – Monday 2:00 – 3:00

Government 101                                                                                                 101

Moderator:  Steve Seitz, NENA Government Affairs Director

An introduction and discussion to working with government and elected officials; the program will focus on creating change and organizing community coalitions to advance the 9-1-1 causes. 

Can you Teach Multi-Tasking and Common Sense                                             102

Robert Hodges, Seminole County Public Safety

Most people do not know how to teach multi-tasking, and yet we do it everyday without thinking!  We have to take what we do without thinking and teach a person that has may not have any concept of the job.  It is not easy to demonstrate or teach someone to have a directional ear to understand multiple conversations in a room and talk on the radio at the same time.  This is a demonstration of a person’s cognitive and comprehensive abilities.

A PSAP Manager’s Guide to Geographic Information Systems                           104

Marc Berryman, Greater Harris County 911 Network

An introduction on how to best deal with wireless information coming into a call center. This presentation will focus on how to best utilize geographic information systems (GIS) technology in dealing with wireless calls. How to develop, create, utilize, and maintain GIS will also be covered.

Top 10 Things to Make You a Better Supervisor                                                  105

Leslie Whitham; Kevin Willett, PSTC

Come learn and laugh with Leslie, a 9-1-1 supervisor who will share tips and tricks to help make any trainer or supervisor more effective! Staffing, morale, attitude, evaluations and teamwork will all be covered.

Tackling Mapping from a Statewide Perspective                                                106

Steve Marzolf, Virginia Public Safety Communications Division; Bill Shinar, Virginia GIS Coordinator

This presentation will focus on addressing public safety mapping needs at a statewide level.  Federal, state and local government agencies use geospacial data.  While their specific needs may differ, a statewide approach to mapping can leverage the investment made by each agency and improve the overall data available to public safety.  The presentation will address the advantages and challenges of approaching a statewide project and will provide practical tips on how to maximizing the usefulness of the product while minimizing the cost.  The Virginia Base Mapping Program will be used as a case study.

Strengthening the “Weak Link”                                                                             107

Jeff Clawson, MD; Robert Martin; and Keith Griffiths, National Academies of Emergency Dispatch

A synopsis and study of where 9-1-1 emergency response has come from over the past 15 years and how  9-1-1 dispatch has risen from the “Weak Link” in the chain of survival to a place of pivotal significance, particularly since 9/11.

Alternative Location Technologies                                                                         109

Larry B. Simmons, On-Board Communications, Inc.

There are location-enabled products available today which facilitate current and future wireless telephones in meeting the FCC Phase II E9-1-1 mandate.  Industry efforts have focused on carrier network, or phone based solutions.  Meanwhile, products have emerged which allow wireless telephones to provide FCC compliant location information to any PSAP.  One product enables a PSAP to receive location information without infrastructure costs or modifications.

This session will discuss this technology as a method to augment the ongoing E9-1-1 deployment efforts.  This technology has the potential to save many lives before wireless carriers complete deployment and interoperability of Phase II E9-1-1.

Integrated 9-1-1 and Radio: Randolph County, NC, Case Study                                111

Donovan Davis, Randolph County Emergency Services

Integrated 9-1-1 call-taking and radio dispatch can be an effective way to provide quality emergency response services, especially for small- to mid-size operations. In Randolph County, NC, all 9-1-1 calls are answered, logged and dispatched by Randolph County Emergency Services (RCES) telecommunicators in one seamless operation. This presentation will look at how this RCES functions, issues we addressed, and benefits that our agency and our community receive.

Your 9-1-1 Network IQ                                                                                                 207

Kevin Murray, ENP and Brian Bark, ENP, L. Robert Kimball & Associates

This session is designed to open discussion on the merits of adding intelligence to our 9-1-1 networks.  Intelligent networks can aid in the delivery of public safety services to the citizens that rely upon enhanced 9-1-1 service.  The $64 question may very well be, how enhanced do we want to 9-1-1 to be?

9-1-1 Calls from VoIP-based Sources                                                                           209
Moderator: Nate Wilcox, State of Vermont

Voice over Internet Protocol is a growing technology in telecommunications, and has significant 9-1-1 impacts.  This session will cover example VoIP applications for call origination, such as VoIP Centrex and PBXs, and VoIP via the Internet.  VoIP basics, 9-1-1 issues, current or in-development E9-1-1 solutions, and NENA Technical Committee actions will be described by panel members.

A Conversation with Dale Hatfield                                                                                207
Dave Hatfield, Brian Tramont, FCC

NENA SWAT Collaboratively Working with Native Americans                                      212
on Issues to Remove the Barriers and Move Toward Enhanced 9-1-1
on the Reservation
Ron Whinery, NENA SWAT; Ken Peterson and Ervin Keeswood, Navajo Nation

There are approximately 460 counties that do not have Enhanced 9-1-1.  A significant portion of them have Native American reservation land within the county.  NENA has been trying to determine how to effectively provide the guidance, support and encouragement to help counties without Enhanced 9-1-1 move forward.  This panel will present, discuss, and answer questions about the issues experienced and share lessons learned.

The NENA Strategic Wireless Action Team (SWAT) was invited by the Navajo Nation to help provide guidance completing rural addressing on the reservation and implementing Enhanced 9-1-1.  The NENA SWAT responded by assigning a resource to make an assessment of the current situation and determine what resources and help was needed for the Navajo Nation to realize the desired success they were seeking.  The NENA SWAT would like to leverage off the experiences gained thus far by sharing with the NENA membership that may be facing a similar situation.

Education Sessions – Monday 3:15 – 4:15

Phase I/Phase II Wireless 9-1-1 in the Nation’s Capitol                                              101

W. Brad Magill, ENP, L. Robert Kimball & Associates; Steve Seitz, NENA Government Affairs Director

The District of Columbia is planning to have Phase I & Phase II operational by summer 2003.  As the Nation’s Capitol and home of the Federal Communications Commission, NENA, DC, and the FCC have partnered to create a team that will provide the FCC staff to participate directly with the wireless 9-1-1 implementation process.  This presentation will outline the progress made during the implementation by this teaming arrangement.

One More Day                                                                                                            102

Dennis Wallace, Sumner County EMS

Juvenile Suicide Intervention; to help dispatchers and responders identify risk factors and methods of intervention. 

Expanding Your Creative Potential                                                                             104

Sue Pivetta, Professional Pride

“Creativity, which is defined as… your innate capacity for growth.”  Freeing the creative spirit is empowering.  Creative energy allows you to think a different thought, express yourself in new ways. Creative people view life as an opportunity for exploration.  Find out how to create an expanding sense of self.  Expand your creative self at work—no kidding.  Take this hour with Sue to find out how our communications centers can use more creativity and why it is important today.  Sue teaches Art, Image and Soul and Innate Creativity classes.  Come take a bit of creativity back to your workplace. Take this time to do something out of the ordinary—something creative!   

The Pros and Cons of Building a New Multi-jurisdictional Integrated 9-1-1                  105

Dispatch Center
Stan Holden, Santa Fe County Fire Department and Art James, Motorola 

The city and county of Santa Fe, NM recently opened a new Regional Emergency Communications Center (RECC). The $7.5 million facility features integrated dispatch and 9-1-1 communications equipment. The RECC provides integrated communications services for Santa Fe County Fire, County Sheriff and Santa Fe City Police, Fire & Government services. 

Chief Stan Holden of the Santa Fe County FD and president of the board overseeing the RECC will take you from inception to implementation and acceptance of this system from the inside looking out. You will hear the “pros and cons” of embarking on this journey including experiences working with multiple jurisdictions and multiple equipment providers. The presentation will conclude with a Q&A session, including the equipment providers.

The Neustar IVR, Homeland Security and 9-1-1, Present and Future                            106

Rick Jones, ENP, NENA; Judy Graham, ENP, Time Warner Telecom

An overview of the currently available Neustar interactive voice response system (IVR), free of charge to 9-1-1 and public safety.  Why is it needed, what does it provide, how is it used, and what’s in its future?  What are the 9-1-1 and public safety associations doing to preserve this service past 2003?  What steps are being taken for future funding and expansion so that it can better serve 9-1-1 and public safety/law enforcement at all levels—federal, state, and local.

Wireless 9-1-1 from A to Z                                                                                               107

Jeff Robertson, CML Emergency Services; Saralyn Doty, Mid-America Regional Council

The presentation will briefly describe from start to finish how a regional 9-1-1 system implemented phase I and II with six major wireless carriers.  The presenters will briefly discuss the minor and major tasks involved.  These tasks included: replacing 9-1-1 equipment in 45 PSAPs, submitting phase I and II requests, developing a regional digital map for plotting of enhanced wireless calls, purchase and installation of a CML selective router and database for wireless 9-1-1 calls, dedicated trunk installation to all 45 PSAPs, training of nearly 600 dispatchers and public education.  All these tasks were completed in 1-1/2 years.  The regional 9-1-1 system was able to take over nearly every aspect of wireless 9-1-1, which not only was a cost savings, but also allowed the local governments and PSAPs that make the region have total control over the project.

9-1-1 Post 9/11 NYPD Response, NYC 9-1-1/Communications                                             108

Lessons Learned
Charles Dowd, NYPD Communications Division

This presentation by the Commanding Officer of NYPD’s Communications Division will review the actions taken in the aftermath of September 11, 2001. The communications strategies developed as a result of the lessons learned from that day. In addition to operational concerns, the emotional impact on 9-1-1 personnel will be discussed, and what has been done to address those concerns. PSAP security, radio system survivability and radio interoperability will be discussed.

Beyond the PSAP                                                                                                              109
Stu Miller, Intrado Inc.

The introduction of non-traditional devices into the native 9-1-1 system has begun with the successful Ford telematics project in Greater Harris County.  Where is this project going next?  The project is expected to focus on adding new data content providers to deliver value-added services “Beyond the PSAP.”  What kind of services and what kind of data will be introduced by these new systems?  Who will benefit most from these new services and who will pay?  What are the hurdles and potential solutions to opening up the 9-1-1 system to non-traditional devices?

9-1-1 Network to PSAP Technology Migration                                                                  111
Nate Wilcox, State of Vermont, Leader of Migration Working Group

This presentation will cover the next generation tandem to PSAP interface as defined by the Network Technical Committee’s Migration Working Group. When this technology is fully invoked, it will allow for faster call set-up times, extended data delivery options (exceeding 20 digits), greater call center configuration flexibility, seamless integration with “non-traditional” data providers and dedicated communications networking between similarly configured PSAPs.

Understanding the Basics of Phase I Wireless Deployment                                               207

Moderator: Mary Boyd, ENP, Intrado Inc. Speakers: Shelly Guenther, ENP and Lamerle Lee, ENP, Intrado, Inc.

This session will provide an overview of wireless Phase I implementation procedures, which will include but not be limited to network overviews of CAS/H-CAS and NCAS. The speaker will provide training related to what is needed in order to complete wireless deployment in areas such as data collection, jurisdiction and call routing boundary verifications, MSAG and testing procedures. This is a comprehensive session for newcomers to Phase I wireless 9-1-1 deployments.

What Should the 9-1-1 System of the Future Be?                                                               209

Roger Hixson, ENP, NENA Technical Issues Director and NENA Technical Committee Chairs

The NENA Future Path Plan describes the path forward for E9-1-1 service system evolution.  This presentation will describe what 9-1-1 service and systems need to support in the future, and the potential transition steps needed to achieve future capabilities.  This presentation will identify the features that meet the needs of the public and PSAP alike in a simpler and more consistent manner. Technology approaches will be discussed, and the audience invited to provide feedback and commentary on the plans and options presented.

ADA Update                                                                                                                         212
Robert Mather, U.S. Department of Justice

This session will provide update on compliance issues related to 9-1-1 and what can be expected from the Department of Justice regarding enforcement. In addition, insights will be shared regarding priorities of the Department.

Education Sessions – Monday 4:30 – 5:30

Wireless E9-1-1 Implementation Case Studies                                                                      101

Andrew Armstrong, CML Emergency Services

Wireless E9-1-1 is a common goal for public safety communicators throughout the U.S. But there are many ways to achieve this goal, depending on PSAP size and resources, population served (rural or urban), existing infrastructure, and so on. This presentation will examine how three different agencies made the leap to wireless E9-1-1 using CML systems.

Stamp Collecting: Customer Service Skills for 9-1-1                                                            102

Tony Harrison, ENP, The Public Safety Group

A dynamic look at customer service skills needed by 9-1-1 professionals.  The class will address how to avoid hooks used by callers to provoke unproductive responses by dispatchers.  The class will give call takers words to use and avoid with difficult callers.

NFPA Standard 1221                                                                                                          104

Steven D. Rivas and Eric Parry, ENP, Priority Dispatch Corporation

An overview of the new 2002 edition of NFPA 1221 Standard for the Installation, Maintenance, and Use of Emergency Services Communications Systems.

Space Planning & Budgeting for a NEW PSAP                                                               105

S. Verdette Hall, RCC Consultants, Inc.

Provides guidelines for space planning and cost estimating for construction of a new facility.  Includes recommendations for design and sizing of call center, training facilities, equipment rooms, administrative spaces and parking.  Offers “rule-of-thumb” costs for facility construction and cost estimates for equipment such as console furniture, UPS and generators.

Maintaining an Enterprise Based GIS for E9-1-1                                                              106

Robert White, ENP, State of Maine, Office of GIS

The State of Maine has developed a statewide enterprise GIS solution for enhanced 9-1-1. Now that the data has been initially developed, maintaining the database as well as distributing the updates to over 40 PSAPs is a challenge. This session will cover the technical requirements of this enterprise based solution and will cover the logistical challenges of maintenance.

9-1-1 and E9-1-1 at the FCC and other National Forums                                                   107

Moderator: James Hobson, Miller & Van Eaton  

A detailed discussion from national (FCC: E9-1-1 Issues) and state regulatory leaders.

In the Spotlight                                                                                                               108
William L. Doolittle, ENP, Doolittle & Associates, Inc.

If you’re fortunate, the press is attentive to your efforts when you succeed. In other circumstances, your 9-1-1 system is in the news on a weekly basis. What happens if you need to complete a comprehensive 9-1-1 system upgrade and a regional wireless 9-1-1 initiative when your project is covered by weekly press coverage? This presentation will utilize a recent project with this situation as a case study, and describe the project management and public relations strategies employed. Topics covered will include information disclosure, and responding to task forces, observation teams and victim’s rights organizations.

In an Emergency, Can They FIND You?… Answering the Multi-line                     109
Jenny Hansen, Public Safety Services Office, State of Montana; John Dejung, ENP, Minneapolis Emergency Communications Center; Barry Luke

A fire rages… You call 9-1-1… But where are you?

Telephone systems in many schools, hotels, large businesses, hospitals, or some large multi-family housing units only provide the main phone number and billing location of the multi-line phone system—not the direct phone number or exact location. 9-1-1 calls from many of these systems suffer from inadequate and even incorrect location information.  This is a daily problem for the nation’s 9-1-1 professionals and leads to delays in police, fire, and medical emergency response. 

How can you help? What can you do? This program will give you tools to address these questions.

Phase II and the Tier III Rural Carriers                                                                111

Joe Gayer, Edge Wireless, LLC

This session will review the current position and performance of the tier III rural carriers in the implementation of Phase II from the perspective of a tier III provider.

Understanding the Basics of Phase II Wireless Deployment                               207

Moderator: Mary Boyd, ENP, Intrado Inc. Speaker: Bob Currier, ENP, Intrado, Inc.

This session is aimed at providing participants with a good overview of moving from Phase I wireless deployment to Phase II.  The session will include an overview of phase II networks and other educational information needed for a successful deployment.  This is an excellent session for individuals who need a good understanding of Phase II wireless 9-1-1 requirements.

NENA’s USDOT Project: Accomplishments and                                                   209
Future Challenges                                                                                               

Moderator: Jim Goerke, NENA Wireless Implementation Director

This past year, 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 three videos, each designed for different stakeholder groups (PSAPs, the public, and wireless carriers), 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.

Emergency Medical Dispatch (EMD) for TTY Users                                              212
Moderator: Toni Dunne, ENP, Positron Public Safety Systems

This roundtable session will be dedicated to exploring resources that are currently available and what PSAPs are doing today. Panelists will be members from the NENA ADA Committee, the Deaf community, representatives from states that mandate EMD, and vendors. Discuss your agency issues and learn how other agencies are managing EMD for TTY users.

Education Sessions – Tuesday 1:00 – 2:00

Critical Incident Communicators                                                                         101

Dave Larton and Kevin Willett, PSTC

Incident dispatchers handle fire events, tactical dispatchers handle SWAT related events. Who handles multi-agency or combined event communications? PSTC has the newest idea for the 9-1-1 professionals: critical Incident dispatchers! Whether it is a homeland event, workplace violence event, multiple alarm fire, child abduction search, civil unrest or any multi-phased event, a “CIC” will handle the event from a dispatch center, command van or command post. You won’t want to miss this new and exciting training!

Improve Your Online IQ: Finding What You’re Looking for                                 102
on the Internet
Robert Martin and Keith Griffiths, National Academies of Emergency Dispatch

This topic seems to be more relevant every year. The web keeps growing, and getting to the right info gets harder.  What’s the best type of search engine? How do you get the most out of advanced searches? What are the best resource sites? How can you better use the web for continuing education and training? Keith Griffiths is a writer, researcher and NAED Board of Trustees member. He helped found JEMS and is the publisher of the National Journal of Emergency Dispatch. He is a senior partner with KGB Media, LLC. Robert Martin is executive director of NAED, Editor of the National Journal of Emergency Dispatch, and holds a Master’s Degree in Business Communication.

Inspiring & Motivating Yourself & Others                                                             104

Sue Pivetta, Professional Pride

Somewhere between selfless and selfish, there is 9-1-1 SELF.  Emergency communications professionals are care givers, yet often don’t care for their own needs. Give something to yourself and learn to inspire others by attending this presentation.  You will learn how to improve the well being, morale and spirit of the people you work with (and possibly yourself).

Learn what needs to happen to heal our weary 9-1-1 spirit.  This session is for leaders who want to lead, trainers who want to inspire, telecommunicators that want a long and lasting rewarding career. Care for your own 9-1-1 spirit and take a moment with Sue to remember why this is the best job on the planet earth and how you can remind others. 

Information Assurance and Staff Level Planning in the PSAP                            105
Curt J. Andrich and Michael Fischel, ENP, L. Robert Kimball & Associates

A primer presentation on protecting electronic information and electronic security measures that can be easily and effectively implemented in the PSAP.  Also a look at determining proper staffing levels and strategies for the acquiring adequate staff for the PSAP.

GIS Mapping Solutions for Wireline and Wireless 9-1-1 Implementations          106

Tommy Takeshita, Maui Police Department

This session addresses the importance of accurate mapping data used for call location technology.  Parcel maps and street centerlines will be displayed as a foundation, and how pertinent attributes are utilized as search parameters.  Aerial photography, digital photography, scanned building plans, topography maps, and other fundamental components of GIS will also be displayed to enhance search criteria.  Presentation will also demonstrate identifying a coordinate (x/y) on a map using longitude and latitude GPS points for Phase II requirements.  CAD data stream analysis and its application to mapping software will be displayed for wireless implementation.  This is a complete mapping solution for all public safety agencies and a cost-effective means of maintaining certain PSAP systems.

NENA Quality Measurements and How They Assist in Determining                     107
the Quality of an ALI Database
Delaine Arnold, Verizon

Each NENA quality measurement will be discussed in detail by explaining how the measurement is captured and what the source is for the measurement.  Additionally, relevancy to every day work functions at the PSAP and at the service provider’s location will be addressed. 

Data Is Your Friend                                                                                             108
Gordon Kelly, CML Emergency Services

Bewildered by the volume and variety of data received and generated in your PSAP? Statistics, telematics, even .wav file call recordings are becoming more common place, and can help improve the delivery of      9-1-1 services.  But how do you access and manage it all? This presentation will detail how the right technology choice can help PSAPs, both large and small, securely and readily access public safety data to help improve their services.

Wireless Implementation in Nebraska                                                                 109

Kara Thielen, Nebraska Public Service Commission 

We’ll be presenting an overview of how the State of Nebraska set up the wireless 9-1-1 program and how we went about implementation of phase I and eventually phase II.  We’ll cover what worked and what did not work.

Telematics Update – 2003                                                                                     111

Robert W. Thompson, ATX Technologies, Inc.; Jasmin Jijina and Bruce Radloff, OnStar

The telematics industry is changing rapidly and some of those changes impact 9-1-1.  NENA is actively working to bring telematics calls and calls from other third-party call centers into the 9-1-1 system.  We will review current trials, plans and activities relating to telematics and 9-1-1.

NGN: Piece by Piece                                                                                           207

Tony Busam, RCC Consultants, NENA Non-Traditional Communications Committee Chair

A companion session to “Next Generation Networks,” this session will examine the different elements and devices that are used in today’s environment to accomplish complex communications such as a ubiquitous 9-1-1 system. Through understanding of the various technologies attendees may better understand how the next generation networks could be configured.

Wireless Phase II Panel (2 hours)                                                                        209

Moderator: Rick Jones, NENA Operations Issues Director

This panel is comprised of those who have implemented Phase II for multiple carriers, and will focus on operational and implementation issues.  Learn what issues were encountered and how they were addressed.  This could save you time and effort as you implement Phase II in your area.

New Technologies for Text Communications                                                       212
Jim Turner and Ed Hall, ATIS

Wireless TTY is HERE! Is your PSAP ready? Participants will be provided a brief overview of the process ATIS coordinated to help ensure TTY access over the wireless network. However, in the process, PSAP issues were discovered. Learn what those were and what needs to be done to resolve them.

Education Sessions – Tuesday 2:15 – 3:15

Why Can’t We All Just Get Along? Planning for Call-taking                               101

and Dispatch in a Consolidated Center

Eric Parry, ENP and Steven D. Rivas, Priority Dispatch Corporation

Consolidated and unified communication centers are a growing trend worldwide; however, the road to a consolidated operation is rocky to say the least. People issues are often overlooked or left to fester until it is too late. Amidst planning and turf-wars, Eric Parry and Steven D. Rivas will present some of the steps necessary to make call-taking and dispatching work successfully in these environments. Following the presentation, there will be a panel discussion with attendees. Plan to attend! After all… Why can’t we all just get along?

That is Not in Our Policy and Procedures                                                           102

Robert Hodges, Seminole County Public Safety

We hear that all the time, “It’s not in our policy and procedure manual;” or “It’s not covered in our policy.”  The big question is why? Historically speaking it in most agencies it has almost always been someone other than actual communications personnel writing and dictating how a communication center is operated and by what rules.  This stems from the thought processing of, “I’m in charge so there for I know better.”  In some cases that person is a law enforcement person that may be assigned to the communication center for 18 months or so.

Emergency Number Professional (ENP) Certification                                           104

Barbara Jaeger, ENP, State of Arizona, 2003-2004 NENA Institute President

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.   

PSAP Performance Measurement                                                                       105
Steve Marzolf, Virginia Public Safety Communications Division

PSAP managers are continually being asked to do more with less.  But what impact is there on the service being delivered to the citizens? Is the rapid influx of wireless calls causing performance to degrade to an unacceptable level?  Will more personnel help to improve our performance?  These are questions that a well-structured performance measurement program can help answer.  This presentation will provide a practical guide for the establishment of a PSAP performance measurement system.  From choosing the right measures (and understanding what they mean) to proper implementation of the program, this presentation will cover the complete process for implementing a comprehensive program.

Working Through the Maze of E9-1-1 for PBXs                                                    106

Bill Svien, 911 ETC, Inc. 

Whether you are the owner of a multi-line telephone system (MLTS or PBX), or the dial tone provider for the MLTS owner, getting location information to the national data centers is a challenge.  This presentation will discuss some of those challenges and their resolutions in a vendor-neutral fashion.

MSAGs, Databases, Wireless & Maps – What We Learned                                  107
about Locating a 9-1-1 Call
Ron Cramer, Digital Data Technologies, Inc. (DDTI); Marc Berryman, Greater Harris County 9-1-1 Network; Captain Kathryn Stevens, Allen County (IN) Sheriff Department

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. 

Automatic External Defibrillators                                                                        108

Kenny Shaw, Little Rock Fire Department

Automatic External Defibrillators (AEDs) are showing up everywhere, including airports, malls, public buildings, and arenas.  First responders nationwide are being trained in their use, and even private citizens with training can access them.  This presentation will discuss the advantages of this AED proliferation and include a demonstration of an AED.

Partnering with Your State and Local Governments for Recognition,                 109

Legislation and Standards

Carlynn Garcia and Robert Martin, NAED 

Learn how to use politics and legislation to advance the agenda for 9-1-1 and emergency communications efforts. You’ll get concrete examples and learn how the NAED’s model EMD legislation has been put to use in a variety of settings.

Evolution of End-to-End Emergency Response Systems                                      111

Rene Paquette, ENP, Positron Public Safety Systems

End-to-end systems, whereby all components are sourced from a single provider, have been available for some time. This session examines how these systems have evolved to provide richer interaction between call handling, dispatching, locating, reporting and record keeping, while also providing optimal value on investment. Other benefits of an end-to-end approach will be covered as well.

Next Generation Networks                                                                                  207

Tony Busam, RCC Consultants, NENA Non-Traditional Communications Committee Chair

Last year, attendees were presented with the concept of a ubiquitous 9-1-1 network spanning the United States and Canada. In this presentation, we’ll examine the overall concept of how the network architecture would change to allow international call transfer.

Wireless Phase II Panel (continued)                                                                   209

Moderator: Rick Jones, NENA Operations Issues Director

This is a continuation of the panel comprised of those who have implemented Phase II for multiple carriers, and will focus on operational and implementation issues.  Learn what issues were encountered and how they were addressed.  This could save you time and effort as you implement Phase II in your area.

ADA Mandates for TTY Training                                                                          212
Moderator: Toni Dunne, ENP, Positron Public Safety Systems

This session will define the criteria, mandated by the DOJ, to be included in your call taker training. Participants will also obtain information on how often training needs to be provided, what records need to be kept, maintaining proficiencies, and how to make your training more valuable.

Education Sessions – Wednesday 8:00 – 9:00 

Criteria for Choosing the Best E9-1-1 Phone System                                           101
Laura Myhre, Zetron, Inc

When making a decision about E9-1-1 equipment and vendors, it is imperative that every aspect of the decision be thoroughly analyzed.  Equipment, service, and support may be available through your local telephone company, systems integrators and qualified equipment vendors. We will explore criteria to consider when making the decision about what company is best qualified to provide the best possible 9-1-1 solution.

Putting Digital Voice Recorders to Work                                                             105

Jimmy Lutz, NICE Systems

Many PSAPs today are putting their digital voice recorders to work in ways far exceeding the reel-to-reel machines of old.  Recorders can be used to implement an effective QA program, now mandated in some states for 9-1-1 calls.  And gone are the days when spending hours compiling evidence was just part of the job.  Faster retrieval systems locate entire scenarios in minutes and even email files to investigators for review prior to dubbing.  By using the recorder to increase your center’s efficiency, not only can you improve public service, but you can also increase funding through grants and charitable contributions.

Which Address to Trust                                                                                        106
William L. Doolittle, ENP, Doolittle & Associates, Inc.

In the aftermath of a delayed public safety response, a significant assessment of a community’s geographic data sources was undertaken. In addition to the numerous revelations about the data sources, emphasis on database management and business processes highlighted the need for a comprehensive approach to data management for 9-1-1 purposes. This presentation will use a case study to reveal many of the findings and subsequent business process changes that were implemented to achieve a higher quality of address and location data. These data quality initiatives exceed the current national standards for data sharing between local jurisdictions and telecommunications providers. 

Effective Emergency Notification: Critical Requirements                                    107

Holly Stone, Intrado Inc.

This presentation is for anyone interested in learning how to implement an effective emergency notification system.  The first half will be a presentation to deliver factual information on emergency notification and present an even handed view of the existing alternatives (sirens, broadcast announcements, manual notifications, and telephone notification). It will lay out the minimum requirements such a system must achieve. The second half will be a User Group, open to any users of emergency telephone notification systems and services and anyone interested in exploring the concept for their jurisdiction, where we will facilitate a free exchange of ideas on likes, dislikes, successes and failures with the existing telephone notification offerings.

Can They Find You? What Can You Do in Your City or State to                          108
Help Correct the Problem?
George Supan, Teltronics  

Ask yourself the question: When I am at work will the emergency response people be able to find me in my office when I dial 9-1-1? This session will be an overview of the E9-1-1 call processing network, PBX or MLTS E9-1-1 issue along with some stories of events. Who has a PBX or MLTS? How to solve the PBX or MLTS problem which will include equipment in the PBX and or adjunct equipment. Security and front desk people need to know when someone dialed 9-1-1. What can be done to aid in a 9-1-1 call? What is available and how can it help them. PSAP database information to help them dispatch to the right building and for the responding people to be able to find the person in need of help.  What You Can Do in your State or City to help correct the problem. Examples of State Legislation and City ordinance which will start the process to alert people to the need for a solution and or the need for training.  Happy ending for all.

How to Avoid 9-1-1 Future Shock                                                                        109

Doug Roberts, CML Emergency Services

The impact of 9/11 and subsequent terrorist threats have focused community attention more than ever before on the need for effective public safety communications. Technologies are available to meet expectations, but with so many options and so many changes, it’s hard to know which way to go. The best way to avoid 9-1-1 future shock is to know what’s on the horizon, and what choices you need to make today so that you can respond effectively no matter how things develop tomorrow.

Know Before You Go – Use of Oblique Angle Aerial Imagery                              111

in Public Safety Applications

Scott D. Sherwood, Pictometry International Corp. and Louis J. Oshier, Erie County, New York

This session will discuss the tactical uses of high-resolution, digital, oblique aerial imagery in the call taking environment in particular and emergency preparedness in general.  E9-1-1 call locations can be displayed in full color images from various viewing angles and can greatly reduce confusion over the call location, especially with regard to cellular calls.  A software demonstration of an integrated ACD/Imagery installation will be presented along with implementation guidelines.

Enhanced Maintenance Monitoring Benefits: Empowerment                              207

through Information

Paul Guest, Positron Public Safety Systems

With today’s technology, you can know anytime and from anywhere how your CPE is working, how well it has worked in the past, and whether you are likely to get an unexpected 3:00 a.m. wakeup call.  See how enhancing your view into your CPE equipment can provide a greater level of service to your community and greater peace of mind.

NENA’s PSAP Wireless E9-1-1 Implementation Guidelines                                  209

Norm Forshee, St. Clair County ETSB; Roger Hixson, NENA Technical Issues Director; Terry Eby, InterAct Public Safety Systems; Marc Berryman, Greater Harris County 9-1-1 Network; and Steve Marzolf, Virginia Public Safety Communications Division

NENA has consolidated previous and new documentation, and added experience-based knowledge to develop a comprehensive PSAP Wireless E9-1-1 Implementation Guideline document.  Panel members will outline and overview the content of this new document, from NENA ‘s Phase I and II Requirements definition, through planning and communication with involved parties, database, pre-deployment testing, and ongoing maintenance and service quality control.

Education Sessions – Wednesday 9:15 – 10:15

Real World Project Management – Avoiding the Land Mines                            101

John Arnstein, Gartner Consulting

This presentation addresses key issues for those who have project management responsibilities, whether it be for technology, facilities or operations projects. Attendees will learn real world lessons that make the difference between success and failure. Topics include: Gaining Executive Support, Defining Roles and Responsibilities, Techniques for Effective Decision Making, Managing Risk, Avoiding and Solving Common Crises.

Telecommunicator Emergency Response Taskforce (TERT)                               102

R Craig Whittington, ENP, Guilford County Emergency Services; Philip Penny, Raleigh/Wake 9-1-1 Communications

The North Carolina Chapter of NENA has developed and implemented a statewide taskforce of public safety emergency services telecommunicators to assist other PSAPs (both in and out of North Carolina) in times of manmade or natural disaster. The NC Chapter of NENA is now recognized by the NC Office of Emergency Management as the primary point of contact for all disaster assistance request made to the NC OEM. This presentation follows the creation, design and development of the entire process of NC TERT.

Personnel Issues In the 9-1-1 Center                                                                   105

John Kelly, Ottosen, Trevarthen, Britz, Kelly & Cooper, Ltd.

This presentation will update center personnel on the changes in laws affecting personnel management.  Topics will include the Fair labor Standards Act, Family Medical Leave Act, and Americans with Disabilities Act.  New areas of the law, particularly the health insurance Portability Act, will be covered.

The Facilitator’s Guide to Meetings                                                                 106
William L. Doolittle, ENP, Doolittle & Associates, Inc.

Did your last meeting need some help?  If you only had the opportunity to be a facilitator, the outcome might have been different.  This presentation will provide numerous tips and techniques for facilitating small group meetings and ensuring that the group’s goals and objectives are met (as well as keeping your sanity). Topics covered will include the identification of obstacles to effective meetings, how to determine the need for a meeting, setting agendas, ground rules, leadership, delegation, and the diagnosis of typical problems. A recommended reading list will also be provided.

Service After the Sale: “We’ve Got Wireless, Now What?”                                107

Allen Muse, ENP, and John Garner, ENP, AT&T Wireless Services

What can PSAPs expect after they receive Wireless E9-1-1 service, whether Phase I or Phase II:  Most PSAP managers understand the effort required for deployment, but after it’s over they think they are through.  The working relationship with their wireless carriers, however, is just beginning.  How to “fine tune” the service, handle misrouted calls, jurisdictional boundary changes, re-homes and other issues will be covered.  How do you even find out which carrier serves a particular wireless number?  Also, how do you trace a wireless 9-1-1 call or get a subscriber name and billing address?  This session will outline how one wireless carrier provides these services through its national PSAP Care Center and how public safety personnel can make use of it.

Educating the Public About Donated Wireless Phones                                     108

Teri Bloyd and Bettie Wesson-Grimes, North Central Texas COG

If you have been asked to educate the general public about donated wireless phones, this session is for you. We will summarize what donated wireless phones are, how they are being used and the unique challenges they represent from a 9-1-1 public educator’s perspective.

Telecommunications Service Priority (TSP)                                                        109
Ken Moran, Office of Engineering & Technology, FCC

NENA is working with the FCC to promote the use of the federal Telecommunication Service Priority (TSP) program by public safety agencies.  TSP provides a higher priority for restoration after sudden service loss for those telecommunications circuits registered under TSP, as compared to the restoration priority PSAPs have always had through their local telephone companies.  As more corporations and other entities have signed up for TSP, those PSAP circuits not assigned TSP have fallen lower in the restoration priority hierarchy.  The TSP program will be described by the FCC, and the procedure for PSAP use will be covered.  In addition, attendees will receive guidelines for which circuits to consider for TSP.

Everyone is Talking About XML                                                                           111

Thomas Muehleisen, NewSouth Communications Inc.; Patty Bluhm, HBF Group

We would like to clear the air about XML and what it will do for 9-1-1. Our aim will be to address the following questions:

Wireless Technology’s Role in Public Safety                                                      207

Chris Hellewell, Spillman Technologies, Inc.

Advancements in voiceless (wireless) technology have forever changed public safety operations. New CAD technology has opened new possibilities for agencies seeking to maximize the performance of their officers, while minimizing the danger. Explore the advantages, risks, and future of wireless communication for CAD. 

Wireless E9-1-1: Phase I and II Data Base Structure and                                     209

Pre-Service Testing  

Roger Hixson, ENP, NENA Technical Issues Director; Barb Thornburg, ENP, Thornburg 9-1-1 Consulting; and Steve Marzolf, Virginia Public Safety Communications Division

This session expands on the preceding PSAP Wireless E9-1-1 Implementation Guideline session, with presentations on database structure and pre-deployment testing.  The presenters will detail NENA’s recommendations for consistency of wireless data base content, and on planning and executing wireless

E9-1-1 testing prior to live service activation. 

Avoiding Loopholes with ASL Users                                                                   212
Toni Dunne, ENP, Positron Public Safety Systems

While a public safety organization may have members who are fluent in ASL, including some children of Deaf adults (CODAs), criminal cases may hinge on whether law enforcement personnel are “qualified” to interpret. Participants will explore what PSAPs must be aware of, and learn procedures and criteria for obtaining certified interpreters for sworn and PSAP staff.

Education Sessions – Wednesday 10:30 – 11:30 

Project Management Simplified for 9-1-1                                                            101

Russ Russell, ENP, 9-1-1 SME Consulting

Implementing E9-1-1, Phase I, Phase II, even PSAP upgrades are complex tasks with many persons with many responsibilities.  Russ will go through a simplified method for you to use standard project management tools to gain better control over your projects, track variances and get back on track.  He will also highlight how reports should be written to have the impact necessary to get the required buy-in or change authorization.

Critical Elements of Supervisory Leadership                                                     102
Teri DePuy, ENP and Joe Schumacher, ENP, Intrado Inc.

Part I: Fostering a Culture of Partnership, Performance and Accountability through Winning Expectations: Written expectations eliminate guesswork about measuring performance and defining success. This class addresses definitions, the value of expectations, and using objective performance metrics.

Part II: The Motivating Power of a Winning Performance Review and Development (PRD) Plan: This class addresses the PRD process, using job descriptions and written expectations, common PDR assessment dimensions, the de-motivating impact of inaccurate PRDs, practical advice on delivering “winning” PRDs, the value of direct reports providing meaningful input into their review, and the effect of delaying, skipping or tendering marginal or inaccurate PRDs.

Killer Presentations                                                                                             104

Steve Marzolf, Virginia Public Safety Communications Division

PSAP managers and even dispatchers are often asked to make presentations.  Whether a budget presentation to their governing body, an educational presentation to a group of retirement home residents or an training presentation at the national NENA conference, the rules of creating a professional and engaging presentation are the same.  This session will focus on the do’s and don’ts of effective presentations.  Most people learn how to make presentations by watching others present.  So if you are just starting into making presentations or would like to brush up on your presenting skills, come learn from this fun and informative presentation.

Beyond Automatic Location Identification (ALI) Information                             105

Linda D’Evelyn, Intrado Inc.

Beyond the immense value of accurate ALI information for both wireline and wireless emergency calls, personal information—such as physical handicaps and key medical alerts—delivered to the PSAP or directly to an emergency responder adds tremendous life-saving value to both the victim and public safety personnel.  Up to now, most solutions have required additional cost and complexity to PSAP operations.  This presentation will focus on the advantages of added personal information during a 9-1-1 call, alternative solutions, and a solution that provides seamless delivery of relevant information.

Addressing the Gila River Indian Community for Enhanced 9-1-1                       106
Nadine Clah, Gila River Indian Community; Ron Cramer, Digital Data Technologies, Inc.

Addresses are not a requirement of the Gila River Indian Community, resulting in very few structures having an associated address.   In addition, the existing road centerline layer would provide limited functionality in a geographical information system (GIS) and E9-1-1 environment, potentially hindering efforts to properly route emergency response personnel to a distress call.  This presentation will highlight how the community was able to very accurately and quickly re-map its complete network of roads, and more importantly how an addressing scheme was derived which will allow the enhanced 9-1-1 system to work properly and provide immediate benefit.

Spatially Enabling Today’s PSAP                                                                       107

Kathy Liljequist and John Brosowski, GeoComm, Inc.

This presentation will discuss integration of spatial data and analysis to systems in today’s PSAP.  Geographic information systems help PSAPS improve efficiency, accuracy, connectivity, and decision making.  The session will discuss real world examples such as wire-line and wireless mapped ALI, AVL, CAD / map integration, spatial decision making, routing and network analysis, dynamic map presentation, techniques for ground visualization, and future trends in GIS that will impact public safety efforts in the near future.

Telecommunications Network Security: What SBC Is Doing                               108
Don Boland, SBC

For its entire 100 year plus history, SBC has been at the forefront of protecting its network and the communications that network carries. SBC’s National Security Emergency Preparedness team has developed contingencies for a variety of scenarios, including natural and human made disasters.

SBC has several Network Operating Centers, staffed by highly trained professionals, who have the responsibility to observe and control the SBC network 24-hours per day.  But in times of disaster, SBC also has Emergency Operating Centers spread throughout its 13-state region.  These EOCs are ready 24 hours per day to move into a control and command mode.  They are joined by a team representing all areas of the corporation, so they can quickly make decisions and put plans into action. 

SBC’s team of NSEP professionals are charged with:

Come learn more about disaster recovery and how SBC is preparing everyday to help you respond in times of disaster.

Handling Child Abduction Calls                                                                            109

Kevin Willett and Leslie Whitham, PSTC

“My child is lost…”  A call from a frantic parent comes to 9-1-1. What do you do—WHAT DO YOU DO? Let PSTC share lessons learned from a variety of national missing and child abduction cases. From protocols to progressive ideas, we will prepare you for an event. PSTC will share information that any agency can use and will also share vital resources from the Center for Missing and Exploited Children. A must for any 9-1-1 professional.

VoIP Emergency Calling Service                                                                        111
Deb Stone and Greg Welenson, Intrado Inc 

Come and learn about this highly reliable 9-1-1 calling solution for VoIP service subscribers that interfaces to the Public Switched Telephone Network.  Developed as the first-ever carrier based solution to handle VoIP emergency calls, it allows VoIP subscribers the comfort of knowing that when they dial 9-1-1, their calls will be delivered to their PSAP.

E9-1-1 for PBX: The Other Location Challenge                                                    207

Joseph Sallak, J & J Consulting Group

This presentation will delve into the location issues involved when the 9-1-1 caller is behind a PBX.  Delivering proper ALI information to the PSAP is critical in order to minimize the time for the first responders to arrive on scene.  Identifying and addressing phones, required accuracy of location, and an emergency response plan will be discussed.  The pros and cons of PS/ALI vs. on-site ALI will also be covered.  Finally, we will review how Denver International Airport analyzed and addressed these issues on their campus.

Keynote: Awaken the Olympian Within
Henry Marsh

Education Sessions – Wednesday 2:45 – 3:45

Developing Strategic IT Plans with a Minimum Budget                                      101

Terri Yates, Open Software Solutions, Inc.

Public safety software companies are constantly developing the latest and greatest tools to enable officers, dispatchers and agencies to more efficiently and effectively perform their jobs.  How does the IP department for an agency begin planning for emerging technologies to have wireless, handhelds and other tools available for the officers?  This session will address planning strategies to stay up to date with emerging technologies.

Enacting an Emergency Tip Line                                                                        102

Kevin Willett, PSTC

Could your communications center handle an event once it reaches the national media? Quick, you have a sniper loose in your region and you need a national 800 number for tips. You need an emergency call center, staffing and you need it now! Katie Couric is going live in “5-4-3-2-1” and your public information officer is about to give your tip line to the country’s television viewers! Maybe it’s a missing or abducted child event, a school violence event or a cop killer. Learn amazing tips on how you can be up and running in hours. Also learn the investigative benefits of using dispatchers and toll free numbers rather than your business number and volunteers. National events will be used for illustration.

Implementation of 9-1-1 Mapping & Routing: A Coordinated Effort                     105
Brett Runge, Kadrmas, Lee & Jackson, Inc.

Through multi-agency coordination, Brookings County, South Dakota, was able to implement a mapping and routing GIS application for its 9-1-1 dispatch center from start to finish in one year.  Organizations involved included the City of Brookings Police Department, County Emergency Manager, GIS Analyst from local planning district, and an engineering firm offering GIS services.  Data development was the most time consuming part of the process.  Necessary data sets were created and checked with paper maps showing street address ranges, ESN zone boundaries, geocoded addresses, and responder locations.  Data was designed according to predefined standards for use in a commercial 9-1-1 dispatch application based ESRI’s Map Objects.  GIS now provides valuable tools to assist the County 9-1-1 dispatchers in automatically generating the quickest paths from responder locations to 9-1-1 callers.  Route maps and detailed directions are generated in seconds and are able to be faxed to responder locations, shortening call response time.

3-1-1 in the Real World                                                                                     108

John Arnstein, Gartner Consulting

3-1-1 systems are now operational in many jurisdictions, and not just the biggest cities. Many more are planned. This presentation provides a real world perspective to those who must plan for and implement new systems and procedures. Attendees will receive specific information they can use on the job. Topics include Background – Why 3-1-1?, Key Issues to Consider, Real World Examples, Action Items.

Bilingual (English/Spanish) Telecommunicator Testing and Certification           109
James Kuthy, CritiCall Personnel Selection Software

Many of today’s Hispanic/Latino residents, who make up America’s largest minority group, do not speak English sufficiently well to accurately communicate their needs during a crisis to English-only telecommunicators. A bilingual telecommunicator must comprehend the call in Spanish while accurately entering the information in English into a computer-aided dispatch system for processing. A study of the competencies required of bilingual telecommunicators is being conducted to develop national certification testing standards. We invite you to find out more about how this project might help you better assist this often-underserved segment of our communities.

Call Logging and Instant Recall – What’s New?  Scenario                                  111
Reconstruction, Justifying Staff Requests and Unselect Audio – That’s What!
Guy W. Churchouse, Stancil Corporation

Would you like to reconstruct significant incidents so that valuable insights can be gained and lessons learned?  Are Requests for additional dispatch personnel difficult to justify?  Wouldn’t it be great of you could get management to visualize what happens when your communications center is stressed to the maximum?  If you are filling in for another dispatcher, wouldn’t it be great if you could listen again to what just happened on an unselected audio channel?  Find out how to use the latest call recording technology to help investigates, get the staff you need and be more efficient in your dispatch center.

The E-Safety Network: Interoperable Data Communications for                         207

21st Century Response

Art Botterell, ComCARE Alliance

“Interoperability” is about more than radios. Best practices borrowed from global corporations are being used to create a secure but “open” data network to help share information, coordinate response, improve outcomes and control costs and liabilities.  A team of companies have deployed a successful pilot project in Virginia and a national non-profit organization is spearheading the construction of a secure, shared national Emergency Provider Access Directory.  Day to day emergencies, traffic, hazardous materials events, public alerting and homeland security are getting the benefits of an integrated, open and standards-based approach to building an “E-Safety” network for the nation.  A diverse panel will present a live demonstration and discuss the technologies and their uses.

NENA’s 9-1-1 Center Operations Committee:  Accomplishments                         209

and Future Activities                                                               

Moderator: Bill Weaver, InterAct Public Safety Systems and Chair, NENA 9-1-1 Center

Operations Committee

NENA’s 9-1-1 Center Operations Committee is actively developing best practices for PSAP operations.  Subcommittees of the Committee include accessibility, contingency planning, human resources, public education, standard operating procedures, and wireless operations.  Hear what each Subcommittee has been working on this past year, new best practices developed, and how they will help you in your daily job.  A read-out of highlights from the November and March Operations Development Conferences will be provided.  You will also have an opportunity to provide input on key issues you would like the Committee to work on in the future.

Education Session – Thursday 9:00 – 11:00

Breakthrough Performance: In Times of Stress and Change                              201
Henry Marsh, Franklin Covey

“Personal and professional potential is achieved only by BREAKING THROUGH the limitations created by our past.”  Henry Marsh, author of “The Breakthrough Factor”

Henry Marsh is the most prolific distance runner in US history.  In 1988 he became the second male runner to make four US Olympic teams.  He culminated his career with 13 straight years as one of the top ten 3,000 meter steeplechase runners in the world, including 3 years as number one.  He has held the American record for an unprecedented 22 years and counting.  In November 2001 he was inducted into the US Track & Field Hall of Fame along with his teammate Carl Lewis. 

During his days as an Olympic athlete, Henry Marsh developed a plan for aerobic training and stress reduction, later teaching this regimen in his seminar, but perceived a need for a more comprehensive plan – one that revolved around cultivating principle-centered behavior; that is, it is necessary to determine, on the individual level, what principles or values to live by so that we find the fulfillment and reward we all desire. 

Marsh’s plan, which he has shared with audiences for the past decade, provides the foundation for clarifying dreams, rooting out negative influences, setting priorities, establishing plans of action, and meeting goals.  Once we define and make a commitment to our guiding values, we will make decisions based on them.