Be the Difference - Day Two Schedule


 
 

All Times Eastern

Tuesday, February 1, 2022

8:00-8:30 am
 Great Resignation or Great Retention? Strategies for Reducing 911 Turnover
Joe Scaffidi 
The Great Resignation. The Big Quit. It’s a national phenomenon. 911 centers, already plagued with staffing problems long before the pandemic, and now besieged by double-digit turnover. As one headline aptly put it, “911 has its own emergency – not enough call takers and dispatchers.” Join this webinar to learn strategies that help your 911 center tame turnover and improve employee retention.   

 

Learn how to:
  • Help new employees build confidence and be more successful on the job, so they’re less likely to leave
  • Get more time back in your day to coach and support your staff by automating processes around reconstructing incidents, producing evidence tracking performance metrics, performing quality assurance reviews and reconstructing incidents.
  • Identify and help employees who are struggling, and at risk of leaving
  • Improve performance and satisfaction with targeted Quality Assurance, coaching and training
Create a culture that recognizes, rewards and motivates employees
       
 
8:30-8:45 am
 Be the Difference Award Presentation
Nathan Lee
  Nathan Lee will announce 1 of 3 Be the Difference Award Winners
       
8:45-9:15 am
 Answering The Call To Be Your Best Self Every Day Saves Lives
Ron & Jill Plush
  Jill and Ron Plush with The Kyle Plush Answer The Call Foundation are excited to share uplifting, real-life stories of telecommunicators who have gone above and beyond the normal call of duty to find their emergency.  These stories exemplify the importance of using “every tool in your toolbox” and how “being your best self” on each and every call you take can BE THE DIFFERENCE in saving lives. 
       
9:30-10:30 am
 Resiliency in 911 - Avoid burnout and enjoy a long career in the communication center
Tina DeCola
  This class will show you the signs of burnout and how to address them. Tips and tricks on how to heal yourself and your center. What we do is hard! We need to be supported by our administration and I will discuss their role and how they can help. We also need to welcome our new 911 operators! They are the future of our departments. How to treat and encourage new people and programs will also be discussed. 

     
10:45-11:45 am
 In a Different Direction
Rob McMullen
  In this session we will delve into the loss of my job as a 911 Director.  We will talk about my job search and the depression that I experienced. This class is designed to provide hope and strength during times of struggle while overcoming adversity and negativity in all aspects while making it to the light at the end of the tunnel.   
       
12:00-1:00 pm
 Improving Caller Outcomes and the Telecommunicator Experience with Cloud Based Mapping
Jeff Freeland, Dave Wilson
TBD
       
12:00-1:00 pm

 		Digitally Transforming 911: Creating Frictionless PSAP Operations
Patrick Botz
As a 911 center leader, you’re pulled in a lot of different directions. Your time is consumed managing daily operations, and handling performance reporting, hiring, staff supervision, and even navigating different systems to reconstruct incidents to fulfill evidence requests. All of this manual work and the friction it creates in day-to-day processes can slow you down, and distract you from important things that can keep your staff motivated and engaged – like Quality Assurance, coaching, training and mentoring. Join leading experts for this webinar and learn how you can free up time and resources to focus on the human side of 911, by digitally transforming manual, time-wasting tasks.

  

Learn how to:

 

  • Get more time back in your day by handling incident reconstruction requests 50% faster
  • Understand what’s happening in your center so you can reduce turnover
  • Use automated Quality Assurance to identify when telecommunicators are struggling, and provide fast, meaningful feedback to help them perform their best
  • Leverage real-time automated PSAP Performance metric dashboards to identify knowledge gaps and bottlenecks, and resolve issues right away
  • Increase the transparency of your PSAP operations and build trust with citizens, agencies, politicians, and other key stakeholders you serve
       

 
12:00-1:00 pm
 The Real Cost of Updating Your 911 Center
Gail Karas, Ken Stewart, Megan Lewis, Matko Papic
In this  session we will delve further into struggles that centers face while trying to remain functional, make budgetary decisions while updating and improving their center, and how a couple of heroes in the industry managed to successfully get what they wanted for their people all while staying within budget.  We will talk about what worked, what didn’t, and give you take-away tools that can help you now, or down the road when you are ready to make some upgrades in your center!  You will hear firsthand how Evans has helped and CAN help you!

 

  

 
       

 
12:00-1:00 pm
 NEXT GENERATION 9-1-1 101
Jeremy DeMar
We hear the term "Next Generation 9-1-1" thrown around quite a bit, but what does it really mean? Why is it so important for the nation's PSAPs/ECCs to make the jump to Next Generation 9-1-1 (NG9-1-1) or at the very least, begin investigating the benefits of implementation? In this session, participants will hear the latest information on efforts in the NG9-1-1 space, learn why adoption of this technology is so important, and better understand how easy it is for America's FIRST first responders to take advantage of the many technical advantages NG9-1-1 offers.
       

 
12:00-1:00 pm

 You Can't Out-Local a Local                                                                                                               Larry Stidham & Holly Peacock

INdigital provides NG 9-1-1 services nationally, with local data centers, networks, and people that uniquely understand what it means to operate a PSAP in your area. In a world that expects immediate results, INdigital delivers the most agile, reliable, and redundant next-generation core services available on the market today – doing all of that with individual PSAPs in mind. Local resources, an American-based National Service Operations Center, and core services tailored to a PSAP’s needs. National service with a local focus is the mission of INdigital.


 
   
 
12:00-1:00 pm
 Data-Drive Dispatch
Leslie Whitham

Technology is advancing at a rapid pace and consumer companies have realized the value of sending near real-time event and profile data directly to Emergency Communication Centers to empower better-informed response. Learn about the evolution and future of these data sources and how they will change the way your center operates.
 
 
12:00-1:00 pm
 Predicting the Future: Reducing liability with the power of QA and Training
Ben Laird, Ryan Chambers
 

Join Ryan Chambers and Ben Laird, Co-Founder of Frontline, as they open your eyes and minds to the importance of QA and Training and the effects it has on reducing liability and morale.  You no longer need a magic 8 ball; each agency has the data they need to predict the future right at their fingertips.  You just need the proper software and tools to gather and detect predicable negative events, while showcasing the positive with-in your agency.  Be your own eyes and ears, before someone with the lack of understanding decided to judge your actions for you!
       

 
12:00-1:00 pm
 How the Right Chair Can Lead to Better Performance
Joel Vento
The Pain and discomfort caused by long hours in an uncomfortable chair can cause distraction, inefficiencies, and can even lead to chronic health issues. Concept Seating understands the unique challenges of 24-hour multi-shift workplaces, and our chairs are engineered specifically for you! Check out our short presentation to learn how Concept Seating chairs can help improve workplace performance in your PSAP. 
       

 
12:00-1:00 pm
 Next Generation Recording with Eventide
Mark Traeger
Eventide’s NexLog DX-Series suite of products provide a complete set of recording and quality improvement tools, including incident reconstruction, performance evaluation, scoring and exception reporting.  The Most Reliable and Comprehensive Products for Public Safety Recording of P25 Radio, TETRA Radio, E911, NG911, Dispatch Consoles and Telephones, find out why thousands of NexLog recording and evaluation solutions have been installed worldwide.
       
12:00-1:00 pm
 Measure Your Training: It Matters!
Kelly Kelley

 

 Learn how ECC's Rob McMullen, Director, Knox County Emergency Communications Center, IN, and others have diversified their 9-1-1 training programs and saved time, money, and trouble with Virtual Academy's Total Training Solutions!
 
12:00-1:00 pm
 How can Smart911 help in an emergency?  
Sasha Vargas Gregory

 

 Find out how Smart911 can provide call-takers with important details about individuals, families, and any member of the community immediately at the time of a call. When a caller dials 9-1-1, their self-provided information, including home/work address, medical conditions, photos, household details about pets, children, and more immediately display on screen - allowing for faster, more accurate dispatch and drastically reduced response times.

 
 
12:00-1:00 pm
 Silver Sponsor Vendor Session - Weytec
Aaron Tesnow

 

WEYTEC makes the world a more resilient place, with control rooms that protect people, assets, and organizations. Our smart workplace solutions safeguard mission critical infrastructure and public services. Operators respond quickly and effectively to specific situations or incidents, control and visualize complex data and overcome operational challenges every day. We drive workflow efficiency, data security, risk management and employee empowerment to new levels. WEYTEC serves customers through an established network of global partners.
 
12:00-1:00 pm
 Don't Go It Alone: Foster Ownership & Buy-in to Get More Done
Adam Timm

 
Without enrolling as many people as possible in the effort, any change initiative you attempt is doomed to fail. Luckily, there are team members willing to help, willing to own aspects of the upcoming change, if or when they are asked. In this session, learn how to identify the change agents at your centers and approach them so they'll get involved--not because they're being "voluntold," but because they see value in doing so.
 
12:00-1:00 pm
 Have You Heard What 911der Women's Up To?
Sara Weston
Join our session to hear more about who 911der Women, Inc. is, what we've accomplished in our first year as a nonprofit organization, and what we have in store for 2022.  I'll tell our superhero origin story and answer any questions you may have.  Additionally, Nathan Lee will be joining me for an exciting partnership project announcement.  Don't miss it!
 
12:00-1:00 pm
 Do You Brush Your Teeth Daily?
Tanya Lee

 

 Come see what brushing your teeth has to do with the public safety industry!  You might be surprised!
 
1:15-2:15 pm
 The Care and Feeding of Your 911 Dispatchers
Susi Marsan & Nancy Lockhart
  You've trained them. You've taught them about beats, fire districts, EMS boundaries, call taking and stress! Ahhhh stress---you've taught them how to care for themselves and the effects of stress, but often that's where the training ends. This presentation will explain how to extend your training to the core of your trainees’ lives-their support system at home. In this session we will discuss effects of stress on dispatchers and how to start the conversation with their families and friends about supporting their dispatcher. Shhh, don't tell anyone but a special surprise will be handed out at the end of the presentation.
       
2:30-3:30 pm
 Is it Possible to Prepare Your Team for the "Un"expected
Maureen Dieckmann
  TITWWHADI Disease! This is the way we have always done it! Why change? Preparing your PSAP teams for the (un)expected in a world where technology, staffing and community are forcing us to do it differently is a MUST! Not only learning policy and tactical training, you must learn also, the human side of change: messaging, communicating, and retaliation! (To name just a few obstacles). Learning Objectives: Master the human side of PSAP changes: Inspire, improve and align your people for what is coming. Learn to assess Quality of Service impact, which helps you get prepared for long term adoption of any change. Find Your Change Agents: Encourage individual willingness and support adjustments.
       
3:45-4:45 pm
 Modern 911 Team Recruiting
Tracy Ertl
  911 centers need to successfully recruit in the current volatile job market. We have tools and people to work with & need a coordinated approach to fill positions with the right people. In this robust hour, attendees will be exposed to several recruitment tools and receive instruction on how to create their own. We will cover grassroots and modern electronic strategies. Get ready to fill those seats!
       
5:00-6:00 pm
 Is your Call Taking Creating Positive Ripples?
Gary A. Hill 
  During this session we will look at what the customer service industry and how the typical negativity in the eyes of 9-1-1 professionals can be turned around. Believe it or not there are benefits of dealing with difficult callers. How we can store the energy from prior negative calls to have a positive impact on not just future calls but how they can impact us and prepare for some of our own journeys in life. The instructor will talk about how his 20 plus years of call taking and dealing with certain frequent callers actually prepared him for the biggest challenge of his life. Be prepared to create positive ripples, be prepared to make a change in someone’s life.
       
6:15-7:15 pm
 Facebook LIVE Wrap-up
Ricardo Martinez,Nathan Lee
  Facebook LIVE Wrap-up Party with Nathan & Ricardo
       
       

Day 1 Schedule

Day 3 Schedule