Be the Difference - Day Two Schedule


 

 

 

All Times Eastern

Wednesday, February 10, 2021
       
8:00-8:30 am
 Is Your 9-1-1 Quality Assurance Making a Difference? 

Patrick Botz
 

Like most 9-1-1 centers, your PSAP has probably implemented a quality assurance/quality improvement (QA/QI) program. But is your QA/QI program as effective as it could be? And is it really making an impact on incident response? In the words of famed coach John Wooden, the key to success isn’t just what you do, but how you do it, and at the end of the day in the results you achieve. If you’re still doing QA manually and without an aim on risky incidents or performance patterns, or only focusing on randomly evaluating EMD calls, you could be missing out on bigger opportunities for improvement. In this session, we’ll share best practices to help you get the most from your QA/QI program.

Learn how to:

  • Leverage CAD-driven QA to focus Quality Assurance on calls that matter most, while making the most of limited resources 

  • Expand QA to provide coverage for all areas including police and fire calls, text-to-911 handling and radio dispatch

  • Review screen recording along with audio calls for deeper QA insights

 
       
 
8:30-8:45 am 
 Be the Difference Award Presentation  Nathan Lee, Patrick Botz, Matt Grogan
  Nathan Lee and NICE will announce 1 of 3 Be the Difference Award Winners
       
8:45-9:15 am
 Being the “Unspoken” Leader For Your Agency’s Leadership Melanie Neal
  Are you an unspoken leader in your agency? Do team members trust you when they have concerns? Every agency needs these type of leaders, because it builds trust among the ranks. Leadership is not about a title and someone doesn’t need to have a title to be a leader. Leadership teams should always allow “unspoken” leaders to help with morale and team building, while listening to what they have to offer to the leadership team. Learn how to find those employees that are interested in being unspoken leaders in the agency. You are fostering their progression to leadership team positions.
       
9:30-10:30 am
 Dispatching During Civil Unrest Doug Showalter 
  Over the years there’s been varying degrees of social unrest, some impacting our workplaces including police stations, and other public safety facilities, even our Communications Centers. If you’ve never prepared for an assault on your center, you should add it to your Emergency Operations Plan immediately. Considering the overall safety of your center is critical to providing continued communications throughout difficult or challenging times. However, security of a facility is no more important than providing a safe and secure environment for your employees. The increased stressors of those coming in or leaving work or those at work, is tremendous and the conversation should be started on how to prepare themselves for these difficult events. It’s about time we all prepared for the possibility of challenging social unrest.
       
10:45-11:45 am
 TERT - Preparing for Communication Center Deployments Natalia Duran
 

The importance of understanding the role of a TERT Member deploying to assist a Communication Center is the key factor in completing an authorized mission successfully. During disaster preparations, Communication Centers have a responsibility in disaster response and recovery in their agencies. Preparing your TERT Member to be familiar with what to expect and address deployment issues they may encounter as a telecommunicator or team leader, is paramount in assisting a 911 PSAP who may request a TERT TEAM. This class is designed to enhance what we have learned on line with the TERT Basic (IS 144) and Team Leader (IS 1200-optional)) courses that are required to be part of a Telecommunicator Emergency Response Team. In addition, this course will provide TERT members with information on overall emergency management and our role in completing the required deployment forms.

 
       
12:00-1:00 pm
 Technology Change Management: Real-Life Experiences, Challenges, and Opportunities - Diamond Sponsor Vendor Hall Session

Kim Green, Carla Even, Col. James M. Wolfinbarger
  You always have challenges to overcome in your dispatch center: perpetually-open staffing positions, new policies and procedures to adapt to on top of your everyday stresses. But to keep your staff happy and responders safe, it may be time to review how your CAD technologies to see if it is time to upgrade, or if there are any new tools that may benefit your center. 

Kim Green, Dispatch Administrator for Little Rock Arkansas and Carla Even, Police Dispatch Manager for Chula Vista Police Department have both spent the last year implementing new technologies. They’ll be talking to Col. James M. Wolfinbarger (ret.), from Motorola Solutions to describe their real-life experiences in implementing new CAD and related technologies.
       
12:00-1:00 pm

 Getting a Big Picture View of Your 9-1-1 Operations - Diamond Sponsor Vendor Hall Session

Patrick Botz
  To effectively run your emergency communication center, you need clear visibility into what’s happening and why things happened the way they did, to be able to make adjustments before problems get out of hand. Is your center so laser focused on the pure mechanics of handling 9-1-1 calls that you’re missing the big picture? 

In this informative session, you will learn how to look beyond call handling and get the big picture of what’s happening, how and why, so you can effect true transformation.

  • Unlock the holy grail to get near real-time access to all of your data, all in one place

  • Go beyond basic metrics and readily access other valuable metrics, including time to enter, time to dispatch, time to on scene, and time to clear (by priority, agency, or incident type)

  • Reconstruct the complete incident lifecycle to uncover what happened – not only what your telecommunicators said and heard, but what information they had access to and what they did

  • Get visibility into how well your agency is supporting partner law enforcement, fire and EMS agencies

  • Justify funding and troubleshoot turnover, training, onboarding and staffing issues
       

 
12:00-1:00 pm
 Stories from the FIRST First Responders - Diamond Sponsor Vendor Hall Session

 Matko Papic, Ricardo Martinez, Matt Grogan, Stephen Martini
 

In this session we will be using a panel discussion to bring you behind the scenes of some extraordinary events that have affected this industry.  Hear the stories and experiences that influence our readiness for the next time and what we can do to be ready.  This discussion with several individuals who worked these critical events is designed for us to learn from each other and become better for each and everycall; from both sides of the headset.  

  

Matko Papic, CTO, Evans Consoles joined by Ricardo Martinez of Within the Trenches Media, Matt Grogan of Las Vegas Fire and Rescue working the Mandalay Bay Shooting Event, and Stephen Martini, Director of Metro Nashville working the Christmas Day bombing 
       
1:15-2:15 pm
 Man in the Mirror
 Sheila Hanna
  Change is going to happen in your life. It probably has a few times already. Was it a good change or a bad change? Did your agency get a new CAD system, and you think the old one was just fine? Did your agency hire a new employee, and you feel she just doesn’t fit into the dispatch family? After ten years of dispatching calls, your agency mandates basic training. Change does not have to be bad. How you accept change is the difference. Come into this session and look at the man in the mirror. 
       
2:30-3:30 pm

Training & Quality Assurance; Happy Marriage? 

 Travis DeVore
 

When was the last time your training manual was reviewed or updated? Is your Policy & Procedure manual dusty? Do you have a Quality Assurance Program? These three components are vital to smooth operation of you communication center. In this session, Travis will lay out a game plan for your center to do a self evaluation/deep dive audit to determine if their are areas for improvement. Too often, training, QA/QI, and Policy/Procedure are not aligned and causing many challenges in your center and ultimately can lead to devastating outcomes. Travis will help you take a proactive approach to help minimize the risk for your center.
       
 3:45-4:45 pm

Creating a Culture of Independent, Accountable Professionals in the ECC

 Steve Martini
 

The most important resource in the Emergency Communications Center is the individual. Whether under the headset, supporting the shift, training tomorrow’s leaders, ensuring quality assurance, developing technology solutions or administering finances, the people at our respective places are the power behind our processes.  In this session, we will discuss leadership lessons specific to shaping a culture encouraging each team member to identify and get caught up in their talents.

 
       
5:00-6:00 pm
 YOU *Are* the Difference
 Tanya Lee
  This presentation is designed to inspire and renew your fire and passion for what you do.  We will focus on the impact you make every time you answer the call as I take you through the other side of life being married to the husband of Denise Amber Lee and the ripple effect after the night she was taken.  We will focus on what you can do to help take care of YOU while experiencing nightmare after nightmare every shift you work and also how ultimately YOU are the difference every time you answer the phone. 
       
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