EDUCATIONline Courses






Registration Form (Adobe PDF; Instructions)

NENA’s latest educational offering combines the Internet with a conference call! Register for these interactive online sessions and be part of the most technologically advanced learning tool available. Attend a valuable NENA session on varying 9-1-1 topics–without even leaving your office or home!  Just choose which sessions you would like to attend, print the Registration Form above, and fax or mail your completed Registration Form to NENA.

NENA’s EDUCATIONline courses offer:

The ability to learn vital information & never leave the office

Interactive web-based PowerPoint presentations

Downloadable documents/notes

Voice conference call

Convenient one-hour sessions

Qualified NENA instructors

All at an affordable cost of just $75 per course

The Winter/Spring 2001 course schedule follows. Click on each title or scroll down the page for detailed course descriptions!

EDUCATIONline Schedule*

HR Evaluation and Feedback Strategies January 24
Wireless for Telcos and 9-1-1 Service Providers February 14
Privacy Issues in the 9-1-1 Center February 28
Back Ups and Contingency Planning March 28
Modern Communication Center Design April 11
Standard Operating Procedures in the 9-1-1 Center April 25
One-on-One Success–New Thought on Comm Center Console Training May 9
LNP Training on Data Correction Methods May 23
SS7 & Application to E9-1-1 Service June 6
 * All start times are 1:00 PM Eastern Standard Time

If we have missed a topic you would like to take, please contact Allison Kingsley at (800) 332-3911. We hope to see you online with NENA’s EDUCATIONline!

EDUCATIONline Course Descriptions:

HR Evaluation and Feedback Strategies

People. The human dynamic remains the single largest factor in the success of 9-1-1 today. Learn how to get the most out of your workforce by developing an effective HR plan. HR Evaluation and feedback loops are critical for developing an effective pubic safety team. Sharpen your focus on the subtle issues that matter most, the effectiveness of your staff.

The instructor, Sue Pivetta, President, Professional Pride Training Company. She is the author of NENA’s textbook The 9-1-1 Puzzle: Putting the Pieces Together. Sue has worked as a comm center supervisor, 9-1-1 college instructor, and comm center consultant both nationally and internationally. She is an author and contributor to many industry magazines on topics of leadership. Sue is qualified as an expert witness on issues related to comm center training, hiring and operations. She brings humor, passion and energy to her presentations.

Wireless for Telcos and 9-1-1 Service Providers

The course will familiarize managers of Telcos and 9-1-1 Service Providers with the operational needs and desires of the PSAP; provide a general overview of wireless 9-1-1 call and information routing from the early forms of integration through Phase II; and address the responsibilities of wireless carriers, 9-1-1 service providers and PSAPs with regard to applicable FCC regulations.

The course is designed and instructed by Bob Miller, ENP, RCC Consulting, Chair – NENA Technical Advisory Board; Bob Gojanovich, ENP, Verizon, Chair – NENA Network Technical Committee; and a representative from the FCC Wireless Bureau.

Privacy Issues in the 9-1-1 Center

Because of the nature of the 9-1-1 business, 9-1-1 centers are in almost constant receipt of information that is confidential in nature. What laws govern the receipt, use and storage of this information? When can medical information be made available to police and fire units? Can the public access confidential information through the Freedom of Information Act? How private are the email and other messages generated on center computers? This timely EDUCATIONline course from NENA will provide you with the answers to these and other questions, and offer you the opportunity to interact online with the attorney presenting the session.

Back Ups & Contingency Planning

This seminar is dedicated to the practical steps necessary for developing an effective contingency plan. From power redundancy to disaster planning, this module will review the elements of a plan that every system manager should have. Instructor Dr. Bill Munn, ENP, is the designer and instructor of this course. Dr. Munn is executive director of the Tarrant County, Texas 9-1-1 district. Dr. Munn has instructed thousands of 9-1-1 professionals on 9-1-1 operations issues throughout his career.

Modern Communication Center Design

In a day when communications centers are undergoing some of their biggest technological and staffing changes, the previously know center has been discarded and replaced with new and innovative facilities. One of the most challenging aspects for the management team is the actual planning process. This session is intended for supervisors and managers of all levels of communications centers to provide the following guidance:

How to select an architect or planner to best fulfill your expectations
What tools you will need to begin the process
Why you should play a major role in every level of planning
Where to begin the process; including site selection criteria
When to begin the process with a planner and when to expect to see your facility completed
A description of what to expect during the typical architectural planning and construction
The information that will be required by you to begin the planning process.

With the sometimes overwhelming tasks required of those who manage communications centers, the design and construction process may seem a daunting additional task to take on. This seminar will give a step-by-step introduction to the usual process of communications facility planning and construction, including some of the most typical pitfalls. It will describe how to work with your design professional to make the best use of your valuable time.

The user can expect to leave this seminar with a more succinct understanding of how to go about the design process with the design professional and what to expect in the design and construction of a new (or renovated) communications facility. Speaker: David Schrader, AIA, Vice President/Regional Operations Manager, West Chester, PA office of L. Robert Kimball & Associates, Architects and Engineers.

Standard Operating Procedures in the 9-1-1 Center

The complexities involved with managing a 9-1-1 center require a solid resource for issues such as training, employee evaluation, and expected behavior. Correctly written and implemented SOPs are this resource. As the foundation for all 9-1-1 center activities and employee functions, SOPs must be current and sound. Based on the informative PS Communications SOP Track, this course will present an overview of issues to consider when developing SOPs; from format to content. The exchange of ideas and experiences is encouraged so all participants can further their understanding of the need for SOPs in the 9-1-1 center.

The instructor is Dave Mazeau, Operations Supervisor, New Hampshire Bureau of Emergency Communications—the sole statewide enhanced 9-1-1 center. Since the Bureau’s origin over five and a half years ago, Dave has developed and enhanced its policies and procedures, telecommunicator hiring process, and performance evaluation programs. With this experience and over 15 years in public safety, Dave was selected as the SOP Track leader for the 9-1-1 Center Operations Committee.

One-on-One Success–New Thought on Comm Center Console Training

Have you wondered if your comm center training program could use a transformation? Come and explore some new thought, gain some realistic and easy ways to implement changes that will take your agency training to a higher level of learning and retention. Common adult learning theory can be used in our comm center training programs. In this presentation, Sue will explore critical thinking training techniques and offer tips on methods and processes that create a solid new training agenda.

Sue Pivetta has a BA in Adult Learning and Communication from Antioch University. She began as a console one-on-one trainer before she became a college instructor for Renton Technical College 9-1-1 program. Sue worked with many professional teachers as president of the Teacher’s Federation for two terms. She takes learning theory into the comm center by integrating new thought into console training.

LNP Training on Telco Data Correction Methods

Are you a facility-based wireline dial tone provider perplexed with LNP? This seminar will include an LNP overview, 9-1-1 record flow, discussion of current NENA Standards, LNP reports and both internal and external resources to be used in the error correction process. The presentation will also delve into learning emerging data correction methods used by telephone companies to correct data errors. This seminar will focus on individual error conditions and steps that should be taken to resolve these conditions.

SS7 & Application to E9-1-1 Service

Faster 9-1-1 call delivery. What’s involved in converting to SS7? What are the pluses, or the minuses? This seminar will describe how SS7 can apply to E9-1-1 service, how it works, and what is involved in converting to SS7. Key technical issues for successful implementation and service will be covered.

The course is designed and instructed by Roger Hixson, Director – 9-1-1Operations at Ameritech/SBC, who has been involved with NENA’s Technical Committee process since 1988 as a founding member of the Data Committee, as the Chair of the ALEC/Private Switch Committee, and now Vice Chair of the new NENA Wireless Committee.