EDUCATIONline Courses








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Downloadable Registration Form
(Adobe PDF; Instructions)

Watch a brief VIDEO of how EDUCATIONline works!
For 56k modem users.
For DSL, Cable, T1 users.

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 Summer/Autumn 2001 course schedule follows. Click on each title or scroll down the page for detailed course descriptions!

EDUCATIONline Schedule*

Standard Operating Procedures in the 9-1-1 Center July 18
SS7 and Application to E9-1-1 Service August 15
Wireless Call Handling for Call-takers August 29
Legislation Review September 12
Motivation & Morale October 3
Modern Communication Center Design October 17
PBX October 31
Anybody Want My Job? November 28
Privacy Issues in the 9-1-1 Center December 5
 * 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:

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.

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.

Wireless Call Handling for Call-takers

Have you been wondering about how wireless 9-1-1 calls are delivered to the PSAP, and what can happen if a failure occurs in the delivery process? This session covers NENA recommended call handling considerations for accidental calls, non-registered phones, pay as you go phones, international roamers, and other types of wireless calls. What you may get (and not get) at the PSAP when a call delivery or data delivery failure occurs, and how to best deal with this will also be described.

Legislation Review

Public Safety. It is an environment with many facets which include many employment laws and regulations. This course will review several acts that play a role in the 9-1-1 Center, including the Family Medical Leave Act, Americans with Disabilities Act, the Fair Labor Standards Act and more. In addition, this course is a perfect opportunity for perspective October ENP exam participants to gain valuable knowledge and ask questions to the attorney instructing the course.

Motivation & Morale

Having trouble getting the “umphhhh” back into your center? Learn what factors go into establishing a climate of morale for 9-1-1 professionals. Long-time NENA instructor, and author of a NENA’s textbook The 9-1-1 Puzzle: Putting All the Pieces Together, Sue Pivetta has fashioned this insightful and helpful course to help you increase your workplace morale, and to build an environment that encourages peak performance. In today’s marketplace, morale and other non-cash factors that are often the difference between failure and success.

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.


This course will cover E 9-1-1 service capability for PBXs, including network and data interfaces and needs. Discussion of outboard equipment to support 9-1-1, as well as methods for newer PBXs that have 9-1-1 capability built in. Information on options available for PRI and direct CAMA trunking, and coverage of the NENA recommendations for PBX E9-1-1 service standards.

Anybody Want My Job?

What are you as a director / manager / supervisor doing to train your replacement? If something were to happen to a key player in your management team, what would you do? Have you prepared others to be ready to move up and assume the responsibilities of leadership within your organization? Where are our next generations of leaders coming from and will they be ready? This 1 hour class asks those and other questions that we each, as public servants, should be asking ourselves.

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.


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Page last updated: 11/07/2001 11:20:07 AM -0500