LEARN CONNECT GROW DISCOVER
Register ONLINE @ nena.org/ nena2018-register THE EXPERIENCE
KEYNOTES THAT Workshops & courses MOTIVATE, EXCITE, & exploring 9-1-1’s EMPOWER hottest topics EXPO HALL SHOWCASING PUBLIC 90+ BREAKOUTS THAT EDUCATE & SAFETY INNOVATIONS TURBOCHARGE YOUR CAREER NIGHTLY CHANCES TO NETWORK & MAKE CONNECTIONS
ABOUT NENA NENA: The 9-1-1 Association improves 9-1-1 through research, standards development, training, education, outreach, and advocacy. Our vision is a public made safer and more secure through universally-available state-of-the-art 9-1-1 systems 911nena911 2 | nena.org/nena2018 and trained 9-1-1 professionals. All events take place or commence at Music City Center unless noted with a +. Visit nena.org/nena2018 for full conference details. BOOK YOUR LODGING • Online at nena.org/nena2018-housing • Email [email protected] with any questions • Reserve by 5.24 for discounted rates
NENASubject to change. Visit nena.org/nena2018 2018 for the latest updates. CALENDAR
KEYNOTES (See page 7 for details.) EXPO HALL (See page 9 for details.) The Water Coolers | Mon, 6.18 | 9:15am – 11:00am Mon, 6.18 | 11:00am – 2:30pm; 4:00pm – 6:00pm Bonnie St. John | Tue, 6.19 | 8:00am – 9:15am Tue, 6.19 | 9:15am – 4:00pm Jeff Henderson | Wed, 6.20 | 12:30pm – 2:45pm PSAP TOURS (See page 21 for details.) EDUCATION Sun, 6.17 | 1:30pm – 4:30pm Full- & Multi-Day Courses & Workshops* (See pages 11 for details.) Mon, 6.18 | 2:30pm – 5:30pm 9:00am – 12:00pm Center Manager Certification Program | Tue, 6.12 – Sat, 6.16 | 8:30am – 5:00pm Wed, 6.20 | Center Supervisor Program | Fri, 6.15 – Sun, 6.17 | 8:30am - 5:00pm Fri & Sat GUEST TOURS (See page 23 for details.) 9:30am - 6:00pm Sun Historic RCA Studio B Tour | Mon, 6.18 | 2:30pm – 4:30pm Center Training Officer Program | Fri, 6.15 – Sun, 6.17 | 8:30am - 5:00pm Fri & Sat Music Row Confidential Bus Tour | Tue, 6.19 | 11:00am – 1:00pm 9:30am - 6:00pm Sun CMCP Alumni Seminar 9:30am – 6:00pm | Sun, 6.17 | STAY & PLAY* (See page 23 for details.) Pre-Conference Courses | Sat, 6.16 | 8:30am – 5:00pm Discover Nashville Food Tour | Thu, 6.21 | 10:00am – 1:00pm Pre-Conference Courses | Sun, 6.17 | 9:30am – 6:00pm Tennessee Whiskey Tour | Thu, 6.21 | 11:00am – 5:00pm Free Workshops | Thu, 6.21 | 8:00am – 1:00pm Education & Training Sessions (See pages 12-17 for details.) WHO SHOULD ATTEND? Mon, 6.18 | 2:30pm – 6:00pm 9-1-1 authority personnel; PSAP managers and supervisors; telecommunicators Tue, 6.19 | 1:30pm – 2:30pm; 4:00pm – 5:00pm and dispatchers; 9-1-1 service providers; GIS and addressing professionals; Wed, 6.20 | 8:45am – 12:15pm; 3:00pm – 4:00pm telecommunications and network specialists; law enforcement, fire, and EMS personnel with 9-1-1 oversight responsibilities; public safety applications developers; managed Buzz Sessions (See page 9 for details.) services and cloud hosting providers; homeland security regulatory agency staff; Mon, 6.18 | 11:15am – 2:00pm state, regional, and local government officials Tue, 6.19 | 11:00am – 1:00pm; 2:30pm – 3:00pm REGISTRATION RATES (See page 23 for details and additional pricing options.) NETWORKING EVENTS (See page 5 for details.) Run for 9-1-1 Charity 5K Run/Walk+* | Sun, 6.17 | 7:00am – 8:30am By May 4 By June 15 On-Site Membership Meeting | Sun, 6.17 | 6:15pm – 7:00pm Member ...... $599 . . . . $699 . . . . $749 NENA 2018 Kick-Off Celebration | Sun, 6.17 | 7:15pm – 9:30pm Member ENP or TN Resident ...... $549 . . . . $649 . . . . $699 Regional Breakfasts | Mon, 6.18 | 8:00am – 9:00am Non-Member ...... $749 . . . . .$849 . . . . $899 K-9 Demonstration | Mon, 6.18 | 5:00pm – 5:30pm Excellence in 9-1-1 Reception+* | Mon, 6.18 | 6:15pm – 7:15pm THREE WAYS TO REGISTER Coffee & Doughnuts With the Exhibitors | Tue, 6.19 | 9:15am – 10:45am Blood Drive | Tue, 6.19 | 11:00am – 3:00pm Expo Hall Prize-a-Palooza | Tue, 6.19 | 2:30pm – 4:00pm International Reception+* | Tue, 6.19 | 5:30pm – 6:30pm Young Professionals Mixer+* | Tue, 6.19 | 6:30pm – 8:30pm Online at Download a printable form at Call 202.466.4911 Board Installation Lunch & nena.org/nena2018-register nena.org/nena2018-form to request a printable form Keynote Session | Wed, 6.20 | 12:30pm – 2:45pm *Additional registration, invitation, or advance notice of participation required. NENA 2018 Closing Celebration+ | Wed, 6.20 | 5:30pm – 8:30pm LEARN CONNECT GROW DISCOVER
nena.org/nena2018 | 3 “ There is always something new to learn, both from NENA and“ the people we meet.” NETWORKING NENA CONFERENCE ATTENDEE
4 | nena.org/nena2018 Sunday, June 17 Monday, June 18 Tuesday, June 19 Young Professionals Mixer+* 6:30pm – 8:30pm Run for 9-1-1 Charity 5K Run/Walk+* Regional Breakfasts Coffee & Doughnuts With the 7:00am – 8:30am 8:00am – 9:00am Exhibitors Join other new 9-1-1 professionals 9:15am – 10:45am and future leaders for a night of Lace up your running or walking Before the Opening Keynote Session, 80’s-inspired fun at one of Nashville’s shoes in support of 9-1-1 training and grab breakfast with your Region There aren’t too many better ways to newest hot spots, HQ Beercade! You’ll wellness programs and participate Director and other attendees from jumpstart the day than with a hot cup have the chance to show off your in the Friends of 9-1-1 fifth-annual your area as you map out your week o’ joe and a fresh doughnut! Browse gaming skills on forty vintage arcade “Run for 9-1-1” charity 5k! The run/ of sessions, events, and activities. the aisles, meet with exhibitors, and and pinball machines while enjoying walk promotes healthy living among You’ll also have the opportunity to discuss the morning’s keynote session! tasty food and craft beverages. This 9-1-1 professionals, gives the Nashville discuss issues affecting the association event is open to all attendees, but community and supporters from and the public safety community in Expo Hall recommended for those 40 and around the country a chance to say your region. 9:15am – 4:00pm younger or in their first five years in the “thank you” to 9-1-1, and generates profession. Pre-registration required. funds for scholarships and 9-1-1 Expo Hall Blood Drive training opportunities. 11:00am – 2:30pm; 4:00pm – 6:00pm 11:00am – 3:00pm Meet with exhibitors and see, hear, Each week, local blood centers need and touch the latest in public safety thousands of donors to meet the technology and services. needs of the community and to be prepared in case of an emergency. PSAP Tours Join NENA to help give back to our 2:30pm – 5:30pm host city; you’ll feel good knowing you’ve helped change a life. K-9 Demonstration 5:00pm – 5:30pm Expo Hall Prize-a-Palooza Wednesday, June 20 Join members of a local K-9 unit for 2:30pm – 4:00pm PSAP Tours PSAP Tours a look inside the jobs of these four- It’s about prizes, snacks, meeting with 9:00am – 12:00pm 1:30pm – 4:30pm legged officers and their partners as industry partners... and more prizes! Join your peers on a visit to a local they demonstrate obedience, narcotics You can’t win if you’re not there, so be Board Installation Lunch & 9-1-1 center where you’ll see the latest detection, and suspect apprehension. sure to fill out your booth bingo card, Keynote Session public safety equipment in action. drop it in the raffle drum in the NENA 12:30pm – 2:45pm Excellence in 9-1-1 Reception+* booth, and join us for this last chance Featuring seating organized by 6:15pm – 7:15pm to see the Expo Hall! Membership Meeting interest area, this special lunch 6:15pm – 7:00pm Closed event. Certified ENPs, CMCP provides the opportunity to make International Reception+* Hear reports on the state of the graduates, award winners, scholarship great connections, celebrate the 5:30pm – 6:30pm association and its activities during the recipients, and national and chapter swearing in of your 2018-19 NENA past year. Be among the first hundred leaders are invited to join us at the Closed event. Attendees from around Board of Directors, and hear from members through the door and get a Westin’s L27 Rooftop Bar for a the globe are invited to this reception highly sought-after motivational special gift from NENA! reception honoring those who are going at The Valentine showcasing NENA’s speaker, Chef Jeff Henderson. above and beyond for 9-1-1 and NENA. global impact and involvement. + Kick-Off Celebration Closing Celebration 7:15pm – 9:30pm 5:30pm – 8:30pm We’re taking over the block outside It’s going to be a night to remember as the convention center for an outdoor 3 WAYS TO REGISTER FOR NENA 2018: we bid farewell to NENA 2018! We’re party where you can meet new friends, • Online at nena.org/nena2018-register heading down to Lower Broadway’s latest and greatest saloon, Honky Tonk try some delicious local food and beer, • Download a printable form at nena.org/nena2018-form Central, where you’ll find three stories and hear great live music! • Call 202.466.4911 to request a printable form of live music, good food, and fun times!
*Additional registration, invitation, or advance notice of participation required. nena.org/nena2018 | 5 “ My total outlook on my position at work was challenged and changed“ through the speakers. “ KEYNOTES NENA CONFERENCE ATTENDEE
6 | nena.org/nena2018 THE WATER BONNIE JEFF COOLERS ST. JOHN HENDERSON Award-winning song and Paralympic ski medalist, Fortune Inspiring celebrity chef, star of sketch troupe delivering 500 business consultant, Rhodes Flip My Food With Chef Jeff, and tools to overcome the daily Scholar, former White House official, author of If You Can See It, challenges of modern life and best-selling author You Can Be It
Mon, 6.18 | 9:15am – 11:00am Tue, 6.19 | 8:00am – 9:15am Wed, 6.20 | 12:30pm – 2:45pm Getting to Great High-Performance If You Can See It, Performance Resilience You Can Be It
Do you ever feel like you’ve got all your eggs in Hailed as “One of the five most inspiring women From humble beginnings in South Central Los one basket, six balls in the air, two kids waiting in America” by NBC Nightly News, Bonnie Angeles, to life as an inmate, and then as an to be picked St. John challenges award-winning up from soccer audiences to question celebrity chef and practice, and their own limitations and best-selling author, 7,000 emails provides research-based Jeff is a role model to return? Well tools and techniques for anyone who needs gather ‘round. that re-energize their the encouragement The Water lives to achieve peak to reinvent their Coolers deliver performance. Her life. Since he a high powered, remarkable success discovered his laugh-out-loud in the face of physical passion for cooking combination adversity taught her in the unlikeliest of of sketch comedy and music about what we that the key to winning is not just bouncing back places—prison—Jeff has completely turned his go through just making each day happen—life, from obstacles, but doing so faster and more life around and is now a powerful voice for self- work, kids, husbands, wives, travel, technology— efficiently. Bonnie’s dynamic messages guide transformation. From overcoming hardship to and trying to balance it all. Think Seinfeld set audiences to find their individual paths to higher identifying one’s personal talents, Jeff reveals to music. Using their unique mix of music and performance, greater productivity, and overall his transformative life lessons and the secrets comedy combined with real-world practical success. Participants leave Bonnie’s spirited to rising above and realizing your potential. tips, their hilarious keynote, “Getting to Great presentations with techniques that enhance His dynamic and engaging presentation helps Performance” has been described as engaging, their capacity to offset the negative effects of audience members discover their hidden motivational, amazing, relevant, on point, stress, increase resilience, challenge their comfort aptitudes, make life-changing decisions, and gain unforgettable, and brilliant by audience members. zones… and win. a new foothold on the ladder to success.
nena.org/nena2018 | 7 NENA is a critical place to meet people, receive an update on the public safety“ industry, and see the latest innovations. It is that important! EXPO HALL NENA CONFERENCE ATTENDEE
8 | nena.org/nena2018 Expo Hall BUZZ Sessions
HOT TECHNOLOGY. COOL TOOLS. Mon, 6.18 | 11:15am – 2:00pm Tue, 6.19 | 11:00am – 1:00pm; 2:30pm – 3:00pm
It’s all in the NENA 2018 Expo Hall. Education and training opportunities extend into the Expo The Expo Hall is home to interactive exhibits and live demonstrations showcasing next-generation technologies Hall on Monday and Tuesday, where you can learn more and services. This is THE can’t miss experience to see, hear, and feel the latest in public safety products and ser- about the technologies, products, and services on display vices, and gain the knowledge necessary to make well-informed buying decisions. The Expo Hall provides criti- at the event. Presentations, demonstrations, and panel cal connections between buyers and sellers, allowing you to learn about new solutions and helping exhibitors to discussions provide an in-depth look at the changing face of better understand your needs. Also, the Expo Hall provides the perfect opportunity to network with your peers emergency communications. Don't miss this opportunity to see tomorrow's 9-1-1 today! to learn how they are addressing similar challenges. Check nena.org/nena2018 for additional information and a Mon, 6.18 Tue, 6.19 schedule of sessions. 11:00am – 2:30pm; 4:00pm – 6:00pm 9:15am – 4:00pm
K-9 Demonstration | 5:00pm – 5:30pm Coffee & Doughnuts With the Exhibitors | 9:15am – 10:45am Blood Drive | 11:00am – 3:00pm Expo Hall Prize-a-Palooza | 2:30pm – 4:00pm The NENA 2018 Expo Hall features exhibits from: • 911 Datamaster • Domore Seating • Logistic Systems, Inc. • Rave Mobile Safety (Smart911) • 911 Training Institute • E. M. Stimulation • Michael Baker International • Russ Bassett • AGENT511 • ECaTS • MicroAutomation Inc. • SAVE Corporation • APCO/NENA National Joint TERT Initiative • EagleView • Miller at Work • SBFI • AT&T • equature • Mission Critical Communications/ • SVRS Sorenson Communications • Academy of Model Aeronautics • Esri Radio Resource Media Group • Schedule Express by Informer Systems • Aculab • Evans Consoles, Inc. • Mission Critical Partners, Inc • Securus Technologies • Adder Technology • Eventide Inc. • Mission Critical Services, Inc. • Smart Horizons • Agency360 • Everbridge, Inc. • Motorola Solutions • Solacom • AlertSense, Inc. • Exacom, Inc. • NGA 911 • Southern Software, Inc. • Applied Geographics, Inc. • FATPOT Technologies • NICE Systems • Stancil Corporation • Architects Design Group • FEMA IPAWS • National Suicide Prevention Lifeline, Mental Health • Superion • Atos • Ford Motor Company Association of New York City • Synergem Technologies • Avaya • Frontier Communications • Network Innovation Solution • Synergon Solutions Inc • Black & Veatch • General Dynamics IT • Next Generation Spatial Solutions Inc. • Technologies Management, Inc • Caliber Public Safety • GeoComm • NextNav, LLC • TriTech Software Systems • Carbyne, Inc • GeoConex Corporation • Omnigo Software • Tyler Technologies • CenturyLink • Guardian Tracking • OnStar • Ultra Seat Corporation • Commercial Electronics Corp • Hamilton NG911, Inc. • PSTC • Unique Communications Solutions • Commission on Accreditation for Law Enforcement • HigherGround, Inc. • Pipeline Operators Safety Partnership • VESTA - Motorola Solutions Agencies, Inc. • HipLink Software • Plantronics • Vericom Global Solutions • Communication Center Specialists • Hughes • PowerPhone, Inc. • Virtual Academy • Computer Information Systems, Inc. • ID Networks Inc. • Priority Dispatch • Voiance Language Services, LLC • Comtech Telecommunications • INdigital telecom • Public Safety Group • Watson Dispatch • Concept Seating a Division of Laacke & Joys • IamResponding.com • Public Safety Systems Inc. (PSSI) • West Safety Services • Corti • Integrated Communications • Pulsiam • Wold Architects and Engineers • CritiCall Pre-Employment Testing Software • International Academies of Emergency Dispatch • REVCORD • Xybix Systems Inc. • DHS Office of Emergency Communications • Julie Industries Inc. • RapidDeploy • Zetron, Inc. • Denise Amber Lee Foundation • Komutel • RapidSOS List complete as of 04.25.2018
Contact Anna Marie Batt ([email protected]) to exhibit at NENA 2018. nena.org/nena2018 | 9 EDUCATION & I learn more at this event than any other“ that I attend. TRAINING NENA CONFERENCE ATTENDEE
1010 || nena.org/nena2018nena.org/nena2018 NENA 2018 features our three multi-day programs, as well as a variety of one-day Pre-Conference Courses that help you hone your skills and advance your career. These classes are a great way to kick off your conference experience, gain valuable insights into the latest trends and topics in emergency communications, and earn points towards ENP certification and re-certification. UNLOCK YOUR FUTURE. ONE-DAY Pre-Conference Courses* Center Manager Certification Program*
Saturday, June 16 | 8:30am – 5:00pm CMCP over the last eight years and offers ty. The class covers definitions, etiquette and Tuesday, 6.12 – Saturday, 6.16 | 8:30am – 5:00pm the opportunity for CMCP alumni to network interaction skills, the disabled perspective, NENA's Center Manager Certification Program (CMCP) equips Cybersecurity in the PSAP with their fellow 9-1-1 professionals. Be sure information on impairments, and current current, new, and potential PSAP and 9-1-1 authority managers PSAPs around the country are facing to register early for this exciting opportunity, trends and topics, all relevant to 9-1-1 call and supervisors with the tools needed to effectively manage their cyber-threats almost daily. With the move as space is limited! takers and dispatchers. This unique training agency through a rigorous 40-hour course of lecture and lab-based to NG9-1-1, planning for and implementing provides attendees a greater understand- education. cybersecurity measures is critical. In this Advanced Fire & EMS Dispatching ing of the challenges faced by the disabled The CMCP, unlike many other upper-level emergency communica- course, PSAP directors and managers will Dispatching fire and EMS units sometimes community when using 9-1-1, techniques to tions training programs, utilizes a real-world, hands-on approach come to understand what cybersecurity seems like just one more part of working process these calls, and insight into poten- that is focused on topics encountered daily by managerial and su- pervisory level personnel: Business writing, financial management, means in the world of 9-1-1; discuss the most inside the 9-1-1 center. The truth, as many tial impacts on dispatch and response. human resources, legal issues, and communications skills. severe cyber-risks to public safety; and learn know, is much different. The complexity of how to develop the policies, procedures, and fire and EMS responses, the time-critical PSAP Design With a curriculum built by current and former 9-1-1 center managers with decades of combined supervisory and training experience, the protocols necessary to prevent and mitigate nature of fire and EMS operations, and the Designing, constructing, or renovating a program will provide you with knowledge and skills that can imme- staffing-intensive realities of these events PSAP is a daunting effort with an outcome the damage caused by software viruses and diately and dramatically improve your on-the-job effectiveness and network intrusion attacks. demand a specific set of skills and knowl- that directly affects those inside and outside enhance your agency's everyday operations. edge if dispatch personnel are to rise to the the center. The success of any project is Enhanced Caller Management challenge. During this course, attendees gain dependent upon following a step-by-step Center Supervisor Program* This class helps you become a better dis- knowledge to help make them better dis- process involving 9-1-1 officials, local and/or patcher, enhances your professional skills, patchers, improve their understanding of fire regional government, design professionals, Friday, June 15 - Sunday, June 17 and improves outcomes for your agency and EMS operations, and learn why fire- and and consultants working together to create 8:30am - 5:00pm Fri & Sat | 9:30am - 6:00pm Sun and the community you serve. From active EMS-specific dispatch skills and awareness a long-term solution. This course defines the This three-day course gives new supervisors the skills they need listening to decision making, local knowl- are critical to successful outcomes. process of designing a new PSAP and iden- to succeed in their positions. Experienced supervisors leave edge to performing efficiently in a crisis, tifies the steps involved—from determining with updated, refreshed skills that further their careers. Using a the journey to becoming a star performer Advanced Police Dispatching the need through design, bidding, con- combination of lecture and practical exercises, students learn the under the headset starts here. Join NENA Excellent police dispatchers must continual- struction, and move in. Attendees discuss supervisor's role in HR, tools to get organized, how to effectively for this exciting new course that builds upon ly improve their skills and keep current with how they, as PSAP managers, are critical to make the transition from line-level to supervisor, how to build and lead a team, supervisor-specific communications, conflict basic standards, protocols, and policies to evolving trends. This course helps experi- driving a project to a successful outcome resolution, performance evaluations, stress management tech- help you advance to the next level of 9-1-1 enced law enforcement dispatchers take and learn about their role in every phase of niques, and many other skills and tips for their toolbox. call-taking proficiency on your journey to- their abilities, knowledge, and performance creating or revitalizing their facilities. to the next level. Attend to learn about the wards professional mastery. Topics include: * handling infrequent but highly critical dispatcher’s role in specific crucial situations Quality Assurance: Achieving QA/QI Center Training Officer Program events, improving listening skills, and devel- such as handling increased radio traffic, ICS in the PSAP Friday, June 15 - Sunday, June 17 oping a plan to keep your skills growing to events, SWAT/negotiator calls, civil distur- To date, quality assurance has largely been 8:30am - 5:00pm Fri & Sat | 9:30am - 6:00pm Sun meet new challenges. bances, and active assailant events. Through considered part of the call-taking process. this course, you not only learn vital informa- So, what about dispatch or any processes In the PSAP, people are your most important resource. The three- day NENA Center Training Officer (CTO) Program provides you Sunday, June 17 | 9:30am – 6:00pm tion about the evolution of your profession, beyond call taking? This class closes the but also learn to think tactically, anticipate loop on PSAP best practices by applying with the proper framework to train your new employees, which field unit requests, and prepare to success- QA strategies and principles to the dispatch leads to better performance and higher retention rates. The CMCP Alumni Seminar course covers proper documentation of performance, evaluation fully handle large- and small-scale events parts of a call. NENA’s hands-on approach All CMCP graduates are invited to start off of performance, setting milestones, and developing a plan for while maintaining public welfare and field #NENA2018 by attending the CMCP Alumni gets attendees completely engaged in the trainee success. CTO software with the exclusive NENA Daily Seminar! Join CMCP instructors and other responder safety. methods and practices needed to create Observation Report template is provided by Agency360 Public industry experts for this interactive, dy- agency policies and a dispatch QA template. Safety Software. namic, and informative review of the latest Effective Call Handling Strategies for Utilizing sample recordings and CAD print- trends impacting the 9-1-1 industry and its Individuals with Disabilities outs, participants examine the QA review Presented in partnership with Niagara Uni- process, measurement and evaluation tools, leaders. This pre-con course, exclusive to Please note, all multi-day program registrants should bring a versity. This course brings together educa- supervisor-to-telecommunicator feedback NENA’s annual conference, provides critical Wi-Fi-enabled laptop with a USB drive to fully participate. updates for those who have attended the tion on disabilities while enhancing sensitivi- scenarios, and related legal issues.
*Additional registration required. All events take place at Music City Center unless otherwise noted. nena.org/nena2018 | 11 MONDAY | 6.18
EVERY BREAKOUT. EDUCATION & TRAINING SESSIONS ON-DEMAND. Included with your registration!
2:30pm – 3:30pm THE FUTURE OF 9-1-1 realize their opportunities and responsi- Text-From-9-1-1: Saving Lives & bilities as leaders, and looks at defining • • • • • • • • • • • • • • • • • • ANALYTICS & BIG DATA Streamlining Operations and developing leadership traits regard- • • • • • • • • • • • • Beyond Basic Spreadsheets: Leveraging While the overall volume of text-to-9-1-1 less of job title – whether you’re in the Robust Crime Analytics Software requests for service remains relatively call-taking chair, director’s office, or out Law enforcement agencies understand low, a growing number of PSAPs are in the field. the value of analyzing trends, but often leveraging SMS-messaging applications don’t know the best way to leverage to initiate communications with callers MANAGEMENT ESSENTIALS robust analytics tools beyond basic when voice communications are not pos- Leading Change From the Console spreadsheets. This session highlights sible or to provide operational efficien- Change can be painful and difficult to data analytics trends, featuring a cies for emergency or non-emergency manage, achieve, and sustain. Learn to panel discussion with members of the call processing. This session shares strat- leverage the influential role the dis- Kissimmee Florida Police and Putnam egies that PSAPs can quickly implement patcher plays in an organization to help County Sheriff departments discussing to both resolve some of the most chal- you lead operational and technological how data analytics can improve lenging calls and streamline workflows. changes by applying Dr. Kotter’s “Lead- workflows and identify crime trends ing Change” strategy. Review real-world before they escalate into problems. HOT TOPICS experiences of organizational change led LIVE LEARNING CENTER Preparedness Is the Best Response: through the communications center, hear Wish you could make it to every DISPATCHER ESSENTIALS Hurricane Season 2017 application stories, learn from mistakes, breakout session? Now you can! The Effective Response to Individuals PSAPs in the paths of Hurricanes Harvey, and gain from experiences that have NENA 2018 Live Learning Center With Disabilities Irma, and Maria experienced both ex- impacted entire organizations. Handling calls from individuals with pected and unexpected impacts during provides you with online, on-demand disabilities can be challenging. Attend hurricane season 2017. Join this panel NG9-1-1 EARLY ADOPTERS access to audio and synchronized this session to learn how to recognize discussion to learn what went well and We’re All Different, Yet the Same: presentation materials* from every speech disabilities, understand how other where improvements can be made for NG9-1-1 Early Adopters session at NENA 2018. That's 90+ hours disabilities may present during a 9-1-1 call, connectivity and routing backup. Experts Join us for a panel discussion with a of expert presentations addressing best and gain etiquette and interaction skills from public-, private-, and federal-sectors group of early adopters to learn about practices, innovations, trends, and more that enable effective communication. will share their perspectives and listen to their paths to NG9-1-1, what went well, available at the click of a mouse! Further discussion focuses on train- yours in this interactive session designed what didn’t, and what’s next. The group the-trainer resources and other tools for reciprocal education. will examine issues including system Others charge $250 or more for session available to enhance service to special- planning, design, and deployment; records, but unlimited access to the Live needs populations. LEADERSHIP & EFFECTIVE SUPERVISION funding models; what you can learn from Learning Center is included with your The “I’s” of Leadership others; and what decisions may depend NENA 2018 full-conference registration! EMERGENCY SERVICES AROUND When a community selects us to serve on the specific needs of your agency and THE WORLD in public safety, we accept the mantle community. If you miss a session or want to share Eye on the Crime: How Video Is Changing of leadership. This breakout empowers something you saw with your team, the Emergency Services attendees at all levels of an agency to THE NEXT-GEN PSAP Live Learning Center is an invaluable Video is coming to 9-1-1. The rise of NG9-1-1 Data Flow to PSAPs educational resource all year round. Not smartphones and IP-communications In NG9-1-1, a request for service may at your desk? Don't worry! All sessions means that it will be only a few short include a variety of different information, can be viewed on iPads and other mobile years until the incidents that dispatchers and the data flow process will be far rich- devices to help you fit learning into your currently only hear about will be seen live DON'T MISS ON SUNDAY, 6.17 er than the ALI data used in E9-1-1. This schedule. as they happen. Attend this session to Run for 9-1-1 Charity 5K session explains data-flow capabilities hear how dispatchers in other countries 7:00am – 8:30am and options in NG9-1-1, what decisions have dealt with the influx of video and are required, and what you can expect *Presentation material(s) available as authorized Membership Meeting by presenter(s) what their experiences can teach us. 6:15pm – 7:00pm when comparing today’s ALI to what NG9-1-1 offers. NENA 2018 Kick-Off Celebration 7:15pm – 9:30pm
12 | nena.org/nena2018 MONDAY | 6.18
NG9-1-1 SYSTEMS & TECHNOLOGY explains why data is so important for HOT TOPICS just connecting some cables and flip- The Power of NG9-1-1 Differentiators: 9-1-1 improvements, both now and in Real-Time Text: Coming Soon to 9-1-1! ping a switch. Facilitated by the National Geospatial Routing the future. Learn about the national and The FCC has taken action that may soon 911 Program, several states are trialing Geospatial routing—the ability to route state-level data available today and how cause TTYs to make way for real-time interoperability functions such as voice 9-1-1 calls to the most appropriate PSAP 9-1-1 experts are spearheading an effort to text (RTT) technology. RTT will have a and text transfers between dissimilar based on a caller’s location, call charac- develop a uniform 9-1-1 data system that significant impact on the deaf and hard service providers. This session provides teristics, GIS data, and locally defined will help move the industry forward. of hearing, as well as PSAPs nationwide. case studies that help NG9-1-1 implement- policies—is a key component of NG9-1-1. Attend this breakout to review the FCC ers navigate the interconnection waters Attend to learn about the NG9-1-1 design DISPATCHER ESSENTIALS ruling, learn about the benefits of RTT, through discussion of successes, chal- elements that ensure routing accuracy, how Shots Fired, Shots Fired and explore what steps are needed to lenges, and lessons learned. to prepare your GIS data for NG9-1-1, and “Shots fired” are two of the most feared make it a reality. what decision points enable you to lever- words for any dispatcher. This session fo- THE NEXT-GEN PSAP age the flexibility of geospatial routing. cuses on what the telecommunicator can LEADERSHIP & EFFECTIVE SUPERVISION Actionable Insight: Data, Visualization, & do during and after these incidents, based Generations in the Workplace: Reporting Solutions PREPAREDNESS & RESILIENCY on the real-life experiences of someone How We Can All Work Together Management Information Systems (MIS) z TERT: Beyond Deployable who has both worked an officer-involved Today’s workforce is comprised of five solutions have been around for a long time. The National Joint TERT Initiative delivers shooting and been involved in one. different generations! What does that However, we now live in an era when the mutual aid and support to PSAPs during mean for you as a supervisor or manager? sheer volume, complexity, and distillation large-scale emergencies or disasters. This EMERGENCY SERVICES AROUND Attend to learn how knowledge of your of data requires looking at MIS in a new presentation highlights the lessons learned THE WORLD employees’ backgrounds can help you way. Join us for a dive into some of these from multiple TERT deployments in 2017, i3 Architecture: European Standardization direct them to perform within the desired new MIS approaches that help you and as well as the steps that your state can & Initiatives guidelines. You’ll leave with skills to bridge your staff collect, analyze, visualize, and take to ensure your TERT team is ready to The European emergency communica- the generational gap and get the best out effectively use your organization’s data. be utilized in the event of an activation. tions standards body recently started of your team through awareness of person- work on a technical specification covering ality, generational, and cultural differences. NG9-1-1 SYSTEMS & TECHNOLOGY PROCUREMENT STRATEGIES i3 core services and interfaces, as well as Strategies to Improve 9-1-1 Routing for Keys to Effective Vendor Management a technical report considering NG emer- MANAGEMENT ESSENTIALS Wireless Callers This presentation identifies the key gency communication interoperability Culture, Mentorship, & Creating the Best In many areas, 80% of 9-1-1 calls originate criteria for a buyer-provider relation- testing. The session first overviews those Place to Work from mobile devices. These calls are all ship and explores the challenges with projects, then discusses and demon- As public expectations for PSAPs contin- routed using only cell-sector data, which structuring an effective service-provider strates an Austrian text-to-1-1-2 pilot that ue to rise, the ability to find and retain the can be imprecise. How can we do better? contract. Several alternative approaches uses i3 core services and a compatible quality individuals necessary to execute This session discusses how wireless 9-1-1 for improving the buyer-seller agreement smartphone open-source chat app. on those expectations is becoming ever calls can be routed more accurately using will be presented for consideration, along more challenging. Building the right cul- modern smartphone location services on with their advantages and feasibility. Case THE FUTURE OF 9-1-1 ture is imperative for an organization to an NG9-1-1 network using data from the studies and sample contract language will Enabling Non-Traditional Devices to withstand today’s challenges. Attend to NG9-1-1 clearinghouse and the GIS-based be provided. “Call” 9-1-1 learn how to cultivate a positive work- Emergency Call Routing Function (ECRF). As IoT- and smart-devices proliferate, it place culture, examine the role mentor- is important to enable them for possible PREPAREDNESS & RESILIENCY 3:45pm – 4:45pm ship plays, and talk about success stories emergency calling, should the user expect from around the country. z Active Assailants: Shortening Response to • • • • • • • • • • • • it. Attend to learn about the types of Improve Outcomes • • • • • • ANALYTICS & BIG DATA • • • • • • devices being enabled for 9-1-1 dialing and Deadly active-assailant incidents, while • • • • • • Data-Driven: Nationally-Uniform Data for NG9-1-1 EARLY ADOPTERS discuss what the 9-1-1 community can do Optimal 9-1-1 Systems The NG9-1-1 Interstate Playbook Updates: rare, are increasing in frequency. How can Each year, state leaders collect and share to prepare for this next evolution in tech- New Challenges PSAPs be better prepared and achieve data about their state’s 9-1-1 system and nology and emergency calling. Interoperability is fundamental to the more positive outcomes during these progress toward NG9-1-1. This session NG9-1-1 vision, but it’s not as simple as immediate, destructive, and respond-
3 WAYS TO REGISTER FOR NENA 2018: Online at nena.org/nena2018-register Download a printable form at nena.org/nena2018-form Call 202.466.4911 to request a printable form
nena.org/nena2018 | 13 MONDAY | 6.18 DON’T MISS ON MONDAY, 6.18 Regional Breakfasts er-threatening events? This session being met—streamlines the evaluation the Great Smoky Mountains in 2016. 8:00am – 9:00am examines actual incidents and discusses and documentation processes for your Attendees will learn about the roles and emerging best practices and assistive new hires and training officers. responsibilities of incident dispatchers, K-9 Demonstration 5:00pm – 5:30pm technologies. You will also learn how and how incident dispatchers differ these approaches can be applied to com- EMERGENCY SERVICES AROUND from other personnel, such as TERT Excellence in 9-1-1 Reception* mon, lower-severity emergencies so that THE WORLD team members. 6:15pm – 7:15pm Handset-Derived 9-1-1 Location: *Additional registration, invitation, or your PSAP can be ready for any situation. advance notice of participation required. A Global Solution? LEADERSHIP & EFFECTIVE PROCUREMENT STRATEGIES Current 9-1-1-location solutions for mobile SUPERVISION Successful RFP Strategies in a devices rely on cell-tower location and Emotional Intelligence in the 9-1-1 Center NG9-1-1 World assisted GPS, which can be inaccurate While many 9-1-1 professionals possess As jurisdictions look to move to NG9-1-1, and even fail. Attend to learn the basics the technical skills to succeed, excep- THE NEXT-GEN PSAP the RFP process can greatly improve or of the device-based emergency location tional leaders have a secret ingredient NG9-1-1 in Maine & the Value of harm the end result. This session exam- technology for Android phones that is that inspires teams to great performance Geo-Enabled Call Transfers ines real-world successful procurements available today and can deliver more and reduced conflict. Backed by solid In this session, attendees will hear about resulting from a strategic approach that accurate location to emergency services research, leading individuals and organi- Maine’s process of moving from a legacy begins with RFP development and con- when an emergency call is detected, as zations are developing emotional intelli- E9-1-1 system to statewide NG9-1-1. tinues through pre-bid, procurement, and well as provide z-axis coordinates and gence (or “EI”) to dramatically improve Panelists will also discuss the real-world installation. Attendees will learn about support text-to-9-1-1. performance. This powerful breakout benefits and operational value of geo- clearly defining issues, identifying needs improves your awareness and abilities to enabled selective transfer in an NG9-1-1 and processes, thorough information FUNDING & GOVERNANCE manage the “human side” that generates system using the Emergency Call Routing gathering, needs assessments, due dili- FCC Update superior performance. Function (ECRF). gence, vendor capabilities, and more. The FCC is actively working to address a number of critical 9-1-1 issues, includ- MANAGEMENT ESSENTIALS NG9-1-1 SYSTEMS & TECHNOLOGY ing Next Generation 9-1-1 deployment, It Starts With People: Recruiting Amazing NG9-1-1 Platform Testing: Why Cutover Is 5:00pm – 6:00pm real-time text, location accuracy, network Performers for 9-1-1 Just the Beginning • • • • • • Your NG9-1-1 network is installed and • • • • • • reliability, and more. Join Public Safety Could your dispatch center use a few • • • • • • ANALYTICS & BIG DATA • • • • • • and Homeland Security Bureau staff for a more fantastic performers? Students online! But that’s not the end. NG9-1-1 plat- • • • • • • Performance Management in Today’s discussion of current and future Commis- forms are complex groupings of software PSAP Environment attending this session gain valuable application stacks. This session explores This presentation explains the benefits of sion actions and what they will mean for ideas and strategies for recruiting, hiring, the realities of maintaining stable, predict- implementing a performance manage- PSAPs nationwide. training, and retaining new applicants. able, and high-uptime NG9-1-1 systems ment program at your PSAP, including Students will leave with a better under- THE FUTURE OF 9-1-1 with the use of ongoing life-cycle update the development a robust key perfor- standing of what today’s applicants are First Net & NG9-1-1: The Future Is Now gates, testing, and change-control plans. mance indicators (KPI) program. In addi- looking for and how we can best attract FirstNet and NG9-1-1 are essential Learn the realities of major and minor up- tion, you’ll learn how to create and use an them into our industry. elements of the future emergency dates, patches, hotfixes, and how to man- analytics dashboard as a tool to explain communications ecosystem. This age each within live NG9-1-1 enterprises. historical performance, make real-time NG9-1-1 EARLY ADOPTERS presentation explains the relationship decisions to respond to current events, NG9-1-1 Pathway to Progress: Pennsylvania between NG9-1-1 and FirstNet today, as The PSAP community in Pennsylvania PREPAREDNESS & RESILIENCY and forecast scheduling and budget well as how they will evolve together is on the road to a statewide NG9-1-1 z Don’t Plan for Today, Plan for Tomorrow decisions based on trend analysis. as technology advances, more systems migration. The past two-year period has What are the lessons learned from a cata- become operational, and connection strophic event like Hurricane Irma? Naples, DISPATCHER ESSENTIALS included major activity in areas of policy, points come online. FL took a direct hit and the Collier County A New Approach to CTO governance, funding, and technology. Sheriff’s Department Communications Di- The 9-1-1 profession has changed dra- Attend to learn how stakeholders have HOT TOPICS vision gained valuable insight into why you matically in the past decade, but many overcome bumps in the road and how lo- Trial by Fire: The Role of an can never be too prepared. Attend and of our training programs have not. Come cal, regional, and state 9-1-1 leaders have Incident Dispatcher learn how their experience can help every- see how the new NENA model-training worked together to build a strategy and This session presents lessons learned one be better prepared for any disaster. program—that includes an electronic move forward in unity. from incident dispatchers who respond- platform to help organize and track prog- ed during the wildfires that devastated ress to ensure all critical core tasks are
14 | nena.org/nena2018 TUESDAY | 6.19
wrong reasons. Using video and audio realities of PTSD in 9-1-1. This essen- THE NEXT-GEN PSAP 1:30pm – 2:30pm examples, this session provides guidance tial session guides you to an increased The Four Pillars of NG9-1-1 Success DISPATCHER ESSENTIALS to 9-1-1 center personnel on the most awareness of this very important issue It’s easy to lose sight of what NG9-1-1 Are We There Yet: What’s Next for the common mistakes that expose PSAPs to and, most importantly, highlights how to really is: transformational change. While Telecommunicator? liability and explains how you can mini- have PTSD but not let it have you! technology is an extremely important Join us on a road trip where examining mize the chance of your center making building block of NG911, it’s merely one HOT TOPICS the unique challenges faced by the tele- an unfortunate mistake that brings the component of a multi-faceted effort re- communicators of today and tomorrow. media to your doorstep. Improving Public Safety With Drones quired for overall success. During this pre- Drones provide an aerial perspective During this excursion, we’ll explore the sentation, attendees explore the four key THE NEXT-GEN PSAP of emergencies that was previously technical, operational, and policy evolu- pillars that are essential to any successful expensive, dangerous, or simply impossi- tion expected in a data-rich world. We The Real-World Benefits of NG9-1-1 NG9-1-1 implementation: governance, In this session, representatives from ble to obtain. This is no longer the case, will stop to talk about myths, fears, and operations, technology, and funding. agencies from across United States share and public safety agencies need more benefits of the next-generation public examples of how successful NG9-1-1 imple- guidance and training. Join us for this NG9-1-1 PLANNING & IMPLEMENTATION safety communications ecosystem and mentations have led to myriad enhance- introduction to small unmanned aircraft answer the question, “What’s next for the Caveat Emptor: Smart Vendor Selection ments, such as improved call handling. systems (sUAS), their uses in emergency telecommunicator?” & Management Attend to learn the positive difference response, and how you can become a It’s challenging to deal with vendors and NG9-1-1 makes for PSAPs every day, leader in this emerging area of interest. sort through the fluff. Marketing tech- HOT TOPICS uncover operational benefits you may not niques, unclear tech specs, and terms Using Crowd-Sourced Traffic Data in know about, and identify the top reasons LEADERSHIP & EFFECTIVE SUPERVISION and conditions can leave an agency the PSAP for migrating ASAP. Best Practices for QA Implementation stranded with an underperforming or What if the location of major traffic acci- Using the foundations of the NENA/ overpriced product. Join us to learn how dents could be crowdsourced by drivers NG9-1-1 PLANNING & IMPLEMENTATION APCO ANSI-approved quality assurance to vet a vendor’s qualifications and expe- in real-time? What if PSAPs could receive Why Do I Have to Do This? Basics for (QA) standard, this session teaches you rience, what types of questions you need these alerts on a map and redirect traffic NG9-1-1 System Success the current best practices of implement- to ask, how to test solutions, and ways to away from a scene with the click of a There is no replacement for a concep- ing or refreshing your QA process. By dis- manage the client-vendor relationship. button before the first call even came? tual understanding of NG9-1-1. Learn cussing education, preparation, standard- Learn how Collier County, FL utilizes the “why” behind the NG9-1-1 standards, izing forms, and tracking usable data, crowdsourced citizen data to improve sit- explore answers to commonly asked you’ll leave better equipped to implement uational awareness and response times. questions, and improve your knowledge a successful QA/QI program in your cen- beyond “because the standard says so.” ter that yields truly positive changes. LEADERSHIP & EFFECTIVE SUPERVISION Topics include: Why spelling everything DON’T MISS ON TUESDAY, 6.19 Creating Your Team for 9-1-1 Success out is important, the significance of a MANAGEMENT ESSENTIALS Coffee & Doughnuts All good leaders surround themselves 98% match rate, the MSAG in today’s Cybersecurity Monitoring for the 9-1-1 With the Exhibitors with great people. But where do you find 9-1-1 environment, and what in the world Community: How & Why? 9:15am – 10:45am them and how can you create them? This CLDXF means. It takes 104 days for an organization Blood Drive session gives you the tools you need to that is not monitoring its network for 11:00am – 3:00pm build your very own dream team by using cyberattacks to notice a breach. Attend Expo Hall Prize-a-Palooza proven methods like promotion, demo- 4:00pm – 5:00pm this session to learn the importance of 2:30pm – 4:00pm tion, internal change, external hiring, and DISPATCHER ESSENTIALS monitoring, the benefits of a security consulting services. International Reception* PTSD in the 9-1-1 Community operations center (SOC), how to monitor 5:30pm – 6:30pm Join a 9-1-1 professional and a PTSD on your own, what to look for in a third- MANAGEMENT ESSENTIALS Young Professionals Mixer* researcher on a personal and education- party partner, and how to integrate effec- Keeping Your Center Out of the Headlines: 6:30pm – 8:30pm al journey from the depths of darkness tive monitoring into your cybersecurity Liability Issues in the PSAP *Additional registration, invitation, or to a place of peace and understanding portfolio. advance notice of participation required. 9-1-1 centers make the news almost every regarding the effects, warning signs, and day. Unfortunately, it is often for the
Visit nena.org/nena2018-register to register online. Or download a faxable registration form at nena.org/nena2018-form.
nena.org/nena2018 | 15 WEDNESDAY | 6.20
8:45am – 9:45am between our current understanding of PERSONAL & PROFESSIONAL presentation discusses current models what GIS is and does and where our DEVELOPMENT and the benefits of each for both at-risk CYBERSECURITY awareness needs to be to ensure GIS 9-1-1: Your Calling, Your Career! individuals and 9-1-1 professionals. Cybersecurity Basics for Everyone success now and in the future. This session is for those who want to New to cybersecurity? Don’t be make 9-1-1 a career, not just a job! Learn overwhelmed! This session breaks down HOT TOPICS the essentials of building your career, this sometimes-difficult topic into easy- NextGen Training: A Fresh Approach to finding and getting the training you need, to-understand, actionable pieces. You Meeting a Critical Need tips on professionalism and networking, will learn about the types of attacks Tennessee is taking a fresh approach and how you can get the most out of this most common to PSAPs and what can to addressing the training needs for rewarding profession! be done to mitigate them. You’ll leave frontline telecommunicators. With the with simple and fun ways to teach your changing scope and environment of 9-1-1 PSAP DESIGN team better cyber-hygiene, both in the centers, training is more critical than ever. Navigating Consolidation: workplace and at home. During this session, attendees learn how Lessons Learned Tennessee is reaching more people with The consolidated Lake County 911 in FUNDING & GOVERNANCE a tighter budget, providing centralized Indiana and Lyons Township Area Com- Clearing NG9-1-1 Regulatory Hurdles: training, and preparing 9-1-1 professionals munications Center in Illinois successfully went live after years of planning, months A How-to Guide for the future. STRESS, HEALTH, AND WELLNESS of construction, and days of migration. Shiny new technologies and services The Power of Resilience: 3 Keys to MANAGEMENT ESSENTIALS This session shares lessons learned are often the focus of NG9-1-1 transi- Beating Burnout tions without enough attention given to Details Matter: The Importance of that can be applied to any community 9-1-1 telecommunicators are resilient by connecting the new systems with legacy After-Action Reports navigating this complex process. You will nature—they’re caregivers to the world! networks. Every successful NG9-1-1 After a major incident, an agency should also gain insights into the major stages Research has shown that dispatchers implementation involves preparing for, conduct a thorough after-action review of consolidation: governance, technology who prioritize their resilience are happier preventing, or hurdling regulatory road- documenting what went right, what went integration, facility integration, training, on the job, feel more confident about blocks. Come to this session to learn how wrong, performance gaps, training or and migration. their day, and experience greater life sat- to minimize and overcome bumps in the operational needs, liability issues, and isfaction. This presentation underscores PUBLIC EDUCATION road while planning and contracting for recommendations for improvement. the importance of resilience at both the Social Media & the PSAP: NG9-1-1 services. This session provides you with the skills personal and organizational levels, and Strategies for Success needed to write comprehensive and offers specific tools and strategies to We use social media for almost every- effective after-action reports using a help you become more resilient. standard template. thing, why should 9-1-1 be any different? In this session, we’ll discuss ways to ... TEXT-TO-9-1-1 NG9-1-1 PLANNING & IMPLEMENTATION identify the right platforms, how to get Text-to-9-1-1: An Essential PSAP Tool NG9-1-1 Planning at the National Level started and build your social presence, By examining the experiences of those As state, regional, and local leaders the do’s and don’ts of social-media posts, who have deployed text-to-9-1-1, this continue to plan for and implement and how to engage with your community. presentation outlines what PSAP per- NG9-1-1, many are left looking for sonnel need to know about text-to-9-1-1. STANDARDS & BEST PRACTICES guidance. This session provides an Additionally, you’ll learn which words are Collaborative Models for 9-1-1 & Crisis overview of two invaluable resources: proven to empower users to share more GIS & OTHER DATABASES Center Partnerships the recently-updated Model State Plan information, discover how adherence to GIS Basics for Everyone and Legislative Guidelines used to create Collaboration between crisis centers Geographic information is instrumental five stages of a conversation is linked to draft NG9-1-1 plans, and the new national and PSAPs is vital to the well-being of to the success of 9-1-1. The importance positive user outcomes, and obtain con- NG911 Roadmap effort convening individuals at risk of suicide and/or expe- of GIS only increases as the migration versational techniques to compel texters stakeholders to identify steps needed to riencing psychiatric emergencies. There to NG9-1-1 continues and the next to disclose current need. realize the full benefit of NG9-1-1. are many models of partnership that generation of 9-1-1 technologies are meet the standards set forth in the Na- introduced. This informative and tional Lifeline’s Imminent Risk Policy and engaging session helps bridge the gap NENA’s Suicide Prevention Standard. This
16 | nena.org/nena2018 WEDNESDAY | 6.20
10:00am – 11:00am MANAGEMENT ESSENTIALS PROCUREMENT STRATEGIES what we expect to see in v4, and what Ten Time-Saving Practices for Negotiation: The Art of Getting What additional efforts are underway to round CYBERSECURITY PSAP Managers You Want out NENA’s suite of NG9-1-1 standards. Cybersecurity for E9-1-1 & NG9-1-1: As a 9-1-1 center manager, you’re The purchase of a major technology Additional discussion provides readouts Vulnerabilities & Improvements stretched thin leading daily operations, system can be arduous for those of us of NG9-1-1 early-adopter experiences and Thoughts of cybersecurity can have Quality Assurance, evidence/audio re- who have to endure it. This presentation the benefits they’ve found thus far. a chilling effect on agencies planning quests, performance reporting, training, addresses the negotiation phase of the for NG9-1-1. Many assume there is an development, employee relations, and procurement process, helping you under- increased vulnerability to hackers, but staff supervision. In this session, you’ll see stand the importance of negotiating, the existing networks on legacy systems are how 9-1-1 centers are successfully lever- value of assembling a proper negotiation also vulnerable. Join us to learn why an aging technology and proven processes team, and the importance of setting NG9-1-1 system might actually be safer to double their productivity and eliminate goals for your negotiation. than you think, why legacy systems may duplicate work, all while improving cus- be leaving you exposed, and how to han- tomer service and ensuring compliance PSAP DESIGN dle untrusted data from 9-1-1 callers. with industry standards. Measure Twice, Cut Once: Building a Better PSAP GIS & OTHER DATABASES NG9-1-1 PLANNING & IMPLEMENTATION This session provides an overview of The NENA NG9-1-1 GIS Data Model: The Path to NG9-1-1: Thinking Outside many of the critical elements that go into A Primer designing and building a better PSAP. the Box STRESS, HEALTH, & WELLNESS What does NENA’s NG9-1-1 GIS Data NG9-1-1 brings the opportunity to do From land selection and development The Importance of Sleep Model Standard say and what impact does things differently from the legacy net- principles, to continuity, survivability, and On average, Americans sleep less than it have on NG9-1-1? Join us for an overview work approach. For one, we can make the importance of planning, learn how to eight hours per night, with those who of the document, including the GIS data choices that enable greater flexibility ensure your future building meets your engage in shift work sleeping even less. layers currently covered by it, the structure and control. But where to start? Attend long-term needs. Discover how the lack of sleep impacts of the data layers within it, and important and learn how you can achieve success your long-term health, while learning how issues not specifically addressed by the PUBLIC EDUCATION in your NG9-1-1 planning and implemen- to mitigate the effects through proven standard that may be the focus of other Educating Your Community About tation by assembling the right team, tips that can improve your sleep quality documents or future revisions. Text-to-9-1-1 creating a common understanding and and overall wellbeing. direction, and leveraging existing assets Many states and U.S. territories endured an increased number of natural disasters in new ways. ... TEXT-TO-9-1-1 in 2017. Although text-to-9-1-1 service was Can You Find Me Now? A Text-to-9-1-1 PERSONAL & PROFESSIONAL available in some regions, few people Location Discussion DEVELOPMENT knew that sending a text to 9-1-1 was an It’s well known that text-to-9-1-1 plays a Growing Up in 9-1-1: Parenting Advice from option. This session reviews various ways critical role in expanding access to timely a Fourteen-Year-Old states and local jurisdictions have mar- emergency response. However, the criti- Are you having a hard time managing keted the availability of text-to-9-1-1 to cal challenge of obtaining usable location work and family life? Do you struggle ensure maximum community awareness. data is not as well known in the context with not being able to see your kids of text-to-9-1-1 service. The presentation because of your crazy work schedule? STANDARDS & BEST PRACTICES HOT TOPICS explores the source of the text location Come to this session for some insight NG9-1-1 Status Update The Future of Telecommunicator Minimum information, varying presentations of straight from the kids! Chloe brings Version 3 of the i3 Standard was recent- Training Guidelines location, the rebid process, and how lo- an encouraging perspective that ly completed and is in the final stages Following the collaboration of 9-1-1 cation will be impacted by the migration demonstrates the ways your family of adoption. This session reveals what industry organizations and public safety to real-time text. can thrive because of your career as a changes were made from v2 to v3, professionals that yielded minimum 9-1-1 professional. training guidelines for the nation’s 9-1-1 dispatchers, this presentation discusses the guidelines’ efficacy and the ongoing advocacy efforts to initiate training legis- Don't forget to register for a pre-conference course! lation in all fifty states by 2020.
nena.org/nena2018 | 17 WEDNESDAY | 6.20
11:15am – 12:15pm LEADERSHIP & EFFECTIVE SUPERVISION NG9-1-1 PLANNING & IMPLEMENTATION Valuing Everyone: Servant Leadership in Understanding Key Components DISPATCHER ESSENTIALS the PSAP of NG9-1-1 Improving Field Responder Safety Servant leadership turns the power Thanks to the adoption of NENA’s i3 Through Information Sharing pyramid upside down; instead of the Standard, public safety has taken a giant This session discusses the use of alarm people working to serve their leader, leap towards fully-realized NG9-1-1. How- protocols, which enable communication the leader is there to serve their people. ever, successful implementation requires between alarm monitoring companies Attend this session and learn how you understanding key components. This and PSAP’s to be automated. You will can use this philosophy of serving first session considers elements that lie just also learn about nationwide driver’s to unlock and drive and motivation and beneath the surface in a myriad of acro- license photo sharing, standardized rap create higher-performing teams and nyms: LIS, LDB, LNG, LFV/ECRF, PIDF-LO. sheets, and other accessible data sources better-fulfilled employees. Attend to see what lies behind the alpha- for information sharing between PSAPs bet soup and gain a better understanding PREPAREDNESS & RESILIENCY and other agencies. Finally, you’ll find out MANAGEMENT ESSENTIALS of NG9-1-1 and related data. z Reporting Carrier Service Outages: how your state compares to others when Overcoming Negativity A New Path & Process it comes to information sharing. Remaining a positive person in a neg- PERSONAL & PROFESSIONAL Reliability of 9-1-1 service requires effec- ative world can be exhausting. Learn DEVELOPMENT tive methods for carriers to recognize FUTURE OF 9-1-1 how choosing your attitude, improving Literate, Objective, & Legitimate: and report service-outage conditions to Artificial Intelligence for Text-Call Routing morale, and creating a healthy work Communicating Like a Pro 9-1-1 authorities and PSAPs. This session & Triage environment can have a positive impact Everyone must communicate effectively covers methods developed over the last Artificial intelligence (AI) and automation on your entire center. We’ll examine the and professionally, whether you’re issu- nine months to guide outage reporting, can help PSAPs address major events traits of the pessimist, the optimist, and ing policy and directives, documenting as well as what the effects and capabili- and utilize data sources such as text and the realist and focus on how changing employee performance, or conveying ties are for public-safety entities. social communications. Automation is our views can change our lives. instructions and information. This session widely deployed and is ready to deliver focuses on the keys to effective written STANDARDS & BEST PRACTICES simple triage, such as grouping messages THE NEXT-GEN PSAP and verbal communication: sentence The NENA Call-Processing Standard: by location and phrases and providing New Technology: Where Do We Start? structure, flow, and phrasing, as well as What It Means for Your PSAP automated instructions and contact in- Doesn’t it sometimes feel like you are clarity, action verbs, punctuation, and One of NENA’s first ANSI-approved formation. This presentation describes AI working for technology instead of vice mechanics. In addition, attendees learn documents, the recently-revised 9-1-1 and how automation can be leveraged to versa? This session examines how the City how to avoid opinions, feelings, and Call Processing standard provides meet the challenges faced by PSAPs. of Alexandria, VA undertook the process predictive phrases when documenting updates to requirements for 9-1-1 of understanding and identifying their employee performance. call-processing procedures and metrics. HOT TOPICS NG9-1-1 requirements. Attendees will learn The scope of the new ANSI standard will Social Media & PSAP Operations: how to map their PSAP’s needs, identify PSAP DESIGN be discussed, with an emphasis on how Friend or Foe funding and interoperability options, and Design & Implementation for PSAPs PSAPs should adapt their local policies to This breakout examines the potential better understand NG9-1-1 components & ECCs meet the new benchmarks. benefits of being publicly engaged in and how they relate to the PSAP. Whether building from the ground up or social media and the potential liability. We performing a major renovation, the de- STRESS, HEALTH, & WELLNESS will discuss letting employees utilize social sign effort for a PSAP/ECC is an exciting Suicide & 9-1-1 Professionals: media during their shifts, as well as how to opportunity that should position your A National Concern use it to seek support by crowdsourcing enterprise to meet your community’s cur- Death by suicide among our 9-1-1 ranks answers from agencies who have dealt rent and future 9-1-1 demands for decades is a hard reality; the fallout in your center with similar issues. Examples of success- DON’T MISS ON WEDNESDAY, 6.20 to come. In this presentation we identify can be devastating, especially when we ful—and not so successful—uses of social a systematic approach that delineates the try to just push past it. In this session, a media will be highlighted throughout. Board Installation Lunch & programming, design, and implementa- 9-1-1 leader who has survived employee Keynote Session tion steps for your PSAP/ECC project. suicide joins with a 9-1-1 mental health 12:30pm - 2:45pm professional to equip you for “postven- NENA 2018 Closing Celebration tion:” the process of healing together as 5:30pm – 8:30pm a 9-1-1 family after suicide.
18 | nena.org/nena2018 WEDNESDAY | 6.20
3:00pm – 4:00pm HOT TOPICS NG9-1-1 PLANNING & IMPLEMENTATION PSAP DESIGN Social Media During Critical Events Key Components of a State NG9-1-1 GIS Beyond a Building: Technology & System CYBERSECURITY During the summer of 2017, the United Data Provisioning Plan Design for Success Know Your Enemies States experienced some of the worst In preparation for making the transition PSAPs have unique complexities that Cybersecurity is crucial to the operation natural disasters on record, with hur- to an i3-compliant ESInet, the Com- arise with each building project. The of 9-1-1. Most systems have developed ricanes and fires causing catastrophic monwealth of Virginia has developed a focus of every project is to optimize the effective policies around prevention and damage. During this time, we all saw the state-specific model that contains best functional use of the space for operation- recovery. This presentation looks at the possibilities and limitations of social media practices for GIS-data preparation, initial al integrity. This presentation explores other end of the spectrum to demon- in the current public safety environment. data provisioning guidelines, i3 GIS vali- case studies in technology, AV, and build- strate how, why, and to what extent Come discuss the plusses and minuses dation, and field mapping between legacy ing-systems survivability in response to hackers can navigate around and evade of emerging communications methods and i3 data. Attend to learn about recom- natural and manmade threats. policies. Learn what hackers look for, how during disasters, as presenters share les- mended processes for achieving GIS data they find holes, and what they’re really sons learned and pre-planning strategies. integrity standards, transition issues, and STANDARDS & BEST PRACTICES intent on doing once they get inside. data-maintenance best practices. Industry Standard Update: LEADERSHIP & EFFECTIVE SUPERVISION Automatic Crash Notification DISPATCHER ESSENTIALS Let’s Mentor! Shaping the Future of 9-1-1 PERSONAL & PROFESSIONAL The Internet Engineering Task Force Problem-Based Learning Strategies Mentoring is something that we in pub- DEVELOPMENT (IETF) recently published two related in Dispatch lic-safety communications need to know Habit Loops in the Communications Center requests for comment that describe a Telecommunicators are tasked with about. Effective mentoring can make Understanding habit loops and the very standards-based approach for support- problem-solving on a daily – sometimes all the difference with new employees; important role they play in the commu- ing vehicle-originated emergency calls, on a minute-by-minute basis! However, remember, we want them to learn to nications center can unlock personal and including delivering supplemental vehicle our training programs sometimes fail to love their jobs! This session provides the professional satisfaction and effective- crash data to PSAPs, also known as au- produce employees who are equipped to building blocks to develop and imple- ness. This breakout helps you prepare tomatic crash notifications. This session find learning resources or think critically ment an effective mentoring program in for inflection points that will arise in your explores the similarities and differences and analytically. The implementation of your agency. career. You’ll leave better equipped to between the two standards and how they problem-based learning (PBL) concepts change negative habits and make a more may impact your PSAP operations. into your training program can accom- MANAGEMENT ESSENTIALS positive impact at home and at work. plish that goal. This session introduc- A Growing Partnership: The Department of STRESS, HEALTH, & WELLNESS es you to critical PBL tools, including Defense & 9-1-1 PREPAREDNESS & RESILIENCY Five Proven Techniques to Stop Stress Now! ill-structured problems and the five-step Advancing the 9-1-1 industry towards z Las Vegas: Triumph Through Tragedy Stress is a killer in our society and problem-solving method. the next generation depends on On October 1, 2017, the deadliest mass prevents us from optimum productivity. collaboration. As DoD modernizes its shooting in US history occurred in Las Stress affects memory, cognitive func- THE FUTURE OF 9-1-1 9-1-1 systems and PSAPs, they have Vegas. This event left fifty-eight people tion, decision-making, and the ability to Smart-City Initiatives & the PSAP initiated partnerships with non- dead, hundreds injured, and millions take responsibility for our actions. Stress Cities are dealing with new and evolv- military 9-1-1 organizations. Learn affected. Hear how Las Vegas Fire & Res- management is especially important for ing challenges all the time. Population how this effort has helped both DoD cue dispatchers managed this horror, as dispatchers and field responders who growth and urbanization in particular and civilian PSAPs learn more about well as how dispatchers from Sacramen- must keep their cool during emergencies. threaten to aggravate existing problems emergency communications resources, to, CA helped LVFR telecommunicators Learn proven and practical tools to stop like congestion, crime, smog, and aging improve information, sharing and begin cope with the after effects of this tragedy. stress now and improve your personal public infrastructure. In this session, at- development of a common path to health and job performance. tendees explore smart-city use cases and improved emergency communications. the opportunities smart cities provide for improving public safety and security.
3 WAYS TO REGISTER FOR NENA 2018: Online at nena.org/nena2018-register Download a printable form at nena.org/nena2018-form Call 202.466.4911 to request a printable form
nena.org/nena2018 | 19 FREE WORKSHOPS* 5TH Annual
THURSDAY, 6.21 8:00am – 1:00pm
Drones & Public Safety In the event of an emergency, drones are OF 9-1-1 an important tool for first responders. FRIENDS Drones provide an aerial perspective on emergencies that was previously expen- sive, dangerous, or simply impossible to obtain, and public safety agencies have expressed a clear need for more guidance and training to begin put- CHARITY 5K ting this new technology to work. The Academy of Model Aeronautics (AMA) and Fly-Robotics have partnered to provide UAS4PublicSafety, an introduc- tory small unmanned aircraft systems You will leave the workshop better SUNDAY, JUNE 17, 2018 (sUAS) course. This workshop includes prepared for the ENP exam and with an overview of the course, and covers: an increased general knowledge of the Race time: 7am — Officially timed event UAS Uses for Public Safety, UAS Systems main ENP exam topic areas, including Overview, and Federal Aviation Admin- telephone, radio, PSAP infrastructure, istration (FAA) Part 107 Certification NG9-1-1 human resource issues, and Location: Downtown Nashville, TN requirements. more. We’ll also keep it fun and lively by playing a few rounds of “ENP Jeopardy!” and provide you with learning techniques REGISTRATION FEES AWARDS you can use when you return home to maximize the effectiveness of your • $30 ($35 after May 4) • Special commemorative t-shirt and study time and improve your information • $100 Team of 5 medal for completion. retention levels. • $40 Virtual Runner • Grand prizes for top 3 finishers, High Performance CPR Can’t be there on race day? male and female. This workshop provides EMDs, ED-Qs, • Best Team T-shirt/ supervisors, and engaged managers Register as a Virtual Runner an appreciation for their critical role and show your support from Costume prize. in Sudden Cardiac Arrest survival by anywhere in the world! • Giveaways for all! ENP Exam Prep Boot Camp relating the basic “why” (research and Those who have been there will tell you: physiology) to the “how” (MPDS v13.1) of Preparing for the Emergency Number high performance CPR in dispatch. At- Professional Certification exam is no tendees learn about critical thinking and simple task. But they’ll also tell you that situational awareness and explore some taking part in a study group is one of the potential impact areas of the MPDS that best ways to ensure you’re ready! This many agencies are not taking advantage REGISTER, GET MORE INFORMATION, OR MAKE A DONATION AT workshop starts off with an overview of of. The concepts of quality improvement ENP application and exam scheduling versus basic auditing and EMD perfor- RUNFOR911.ORG processes before jumping into a cram mance versus EMD compliance are also session to begin getting you ready to explored. The Friends of 9-1-1 campaign encourages public support ace the test! and recognition of 9-1-1 professionals and provides scholarships, continuing education opportunities, and
*Pre-registration required. wellness programs for these unsung heroes of public safety who answer the more than 250 million 9-1-1 calls placed by Americans every year.
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8 PSAP TOURS Sun, 6.17 | 1:30pm – 4:30pm Mon, 6.18 | 2:30pm – 5:30pm Wed, 6.20 | 9:00am – 12:00pm Year after year, PSAP tours continue to be one of the most popular NENA conference activities! Join your peers on a visit to a local 9-1-1 center where you’ll see the latest public safety equipment in action.
Metro Nashville Sumner County Williamson County Department Emergency Department of Emergency Communications of Emergency Communications Center Communications
Year built and/or renovated: Year built and/or renovated: Year built and/or renovated: 1984 (built), 2007 (renovated) 2017 (built) 2016 (PSAP added to existing Agencies served: Law Agencies served: Law facility) enforcement (1), fire (1), EMS (1) enforcement (6), fire (11), EMS (1), Agencies served: Law Population served: 684,410 EMA (1) enforcement (4), fire (8), EMS (1) Annual 9-1-1 call volume: Population served: 180,000 Population served: 210,000 382,904 Annual 9-1-1 call volume: 46,636 Annual 9-1-1 call volume: 30,000 Annual incidents dispatched: 1,486,309 Phone equipment: Tritech Inform 911 Annual incidents dispatched: 106,000 Accreditations: IAED ACE EMD, CALEA, CAD equipment: Tritech Inform CAD Accreditations: NCMEC Missing Kids NCMEC Missing Kids Readiness Program Additional services: Administrative call Readiness Program Phone equipment: West Viper/Power 911 answering for all agencies—211,000 calls Phone equipment: Tritech Inform 911 CAD equipment: Motorola Solutions annually CAD equipment: Tritech Inform CAD PremierOne Total staff: 46 Protocols used: APCO EMD, EFD, & EPD Protocols used: IAED EMD & EFD Staff during a typical shift: 10 Additional services: Enhanced Abandoned Additional services: Smart911 Text-From-9-1-1 Total staff: 190 "Being fairly new to the 9-1-1 district, it was important Total staff: 44 Staff during a typical shift: 34 for me to see how other centers run and grow my Staff during a typical shift: 9 knowledge of current 9-1-1 issues." NENA CONFERENCE ATTENDEE
Visit nena.org/nena2018-register to register online. Or download a faxable registration form at nena.org/nena2018-form.
nena.org/nena2018 | 21
8 “This event is important to anyone“ in 9-1-1.” MEET NASHVILLE NENA CONFERENCE ATTENDEE
22 || nena.org/nena2018nena.org/nena2018 Reserve your hotel by 5.24 for discounted rates!
Music Row Confidential Bus Tour NASHVILLE: AN AUTHENTIC Tue, 6.19 | 11:00am – 1:00pm Early Bird Regular On-Site On this fun and lively bus tour led by a veteran DESTINATION Registration Fees (Thru May 4) (By Jun 15) (Jun 16–21) From the moment you touch down in Music City, it’s Nashville singer/songwriter, you’ll hear music and clear the Nashville experience is one that will be truly stories about Music Row, Nashville’s musical history, Full Conference Access (Member | Non-Member) $599 | $749 $699 | $849 $749 | $899 unique. Adopting a work hard, play hard attitude, and its country legends. You’ll spend time cruising Full Conference Access (Member ENP or TN Resident) $549 $649 $699 Nashville has perfected the art of mixing business along legendary Music Row and hear backstage tidbits with pleasure. about the legendary stars who were signed to many One-Day Admission $299 $299 $349 of the recording companies there. Next, you’ll take a Expo Only $75 $75 $75 Nashville’s diverse food scene has been touted by quick break at the Country Music Hall of Fame before epicureans, praised by critics, and most importantly, finishing the tour with a really quick spin downtown to Add One Pre-Con Course (Member | Non-Member) $169 | $245 $199 | $275 $199 | $275 appreciated by hungry diners from around the world. see famous spots like the Ryman and Tootsie’s. Known for Southern fare with global flare, the city’s Add Two Pre-Con Courses (Member | Non-Member) $270 | $395 $300 | $425 $300 | $425 menu options run the gamut from the supremely Add Center Manager Certification Program casual to elegantly appointed feasts. $1,000 | $1,200 $1,000 | $1,200 $1,000 | $1,200 Stay & Play (Member | Non-Member) One of the 25 largest cities in the United States, Make the most of your time in Tennessee! The Add CTO or Supervisor Program Nashville’s historical and cultural significance spans Nashville area has so much to offer, we’re offering $300 | $350 $350 | $400 $350 | $400 (Member | Non-Member) more than 230 years. From unique historic sites like two optional Stay & Play excursions for those Andrew Jackson’s Hermitage: Home of the People’s who want to incorporate some leisure time into all Add CMCP Alumni Seminar (Member | Non-Member) $99 | $129 $99 | $129 $99 | $129 President to attractions that celebrate the city’s musi- the education and networking NENA 2018 offers! Bring a Guest $100 $100 $100 cal heritage, including the renowned Ryman Auditori- Additional registration fees apply. um and Country Music Hall of Fame and Museum, the Closing Celebration Only $75 $75 $75 city’s past is skillfully brought to life. Discover Nashville Food Tour Stay & Play With Us (Food Tour | Whiskey Tour) $85 | $140 $85 | $140 $85 | $140 And don’t forget the music! Music City hosts live Thu, 6.21 | 10:00am – 1:00pm | $85/person music 24/7/365. The best part, you don’t have to pay On this tour, you’ll sample the best of Nashville’s a pretty penny to listen to Nashville’s live music scene. classic cuisine and see some amazing places. You’ll Full Mon Tue Wed Closing Expo Guest Take a stroll and open your ears to all the FREE music start with a visit to a bakery with a history, then What’s Included Conf Only Only Only Only Only playing around every nook and cranny in Music City. enjoy a light picnic at Centennial Park, where you’ll Kick-Off Celebration X X learn about the Parthenon, Vanderbilt, and more. Experience whole-hog barbecue at it’s very best Regional Breakfast X X Guest Tours and learn the secrets that make it so amazing. Opening Keynote X X X If you purchased a “Guest” registration for a spouse Feel the heat with authentic Nashville Hot Chicken or friend, he or she not only receives access to select in historic East Nashville, then finish up with an Tuesday Keynote X X NENA 2018 events (Opening Keynote, Expo Hall, amazing local dessert cocktail! Along the way, you’ll Board Installation Lunch & Keynote X X evening receptions, etc.), but also gets to go on see the Capitol, Bicentennial Mall, Sounds Stadium, one of the following tours for an opportunity to see Germantown, the Cumberland River, Marathon Breakouts X X X X some highlights of our host city! Because these tours Village, East Nashville’s Five Points, Nissan Stadium, Free Workshops X occur during conference hours, they are not open to and much more! conference attendees or exhibitors. Only those who Expo Hall & Buzz Sessions X X X X X have purchased a companion “Guest” registration Tennessee Whiskey Tour are eligible to participate. Full-conference attendees Coffee & Doughnuts w/ Exhibitors X X X Thu, 6.21 | 11:00am – 5:00pm | $140/person should check out our great Stay & Play options! Expo Hall Prize-a-Palooza X X X X As the first state to pass a Prohibition law, Tennessee’s Historic RCA Studio B Tour distilleries in the hills and hollers basically owned Guest Tour X the whiskey market from 1838 until 1933, when the Mon, 6.18 | 2:30pm – 4:30pm PSAP Tours X X X 21st Amendment to the US Constitution was finally What started in 1957 as a sketch on a dinner napkin passed and ratified. After more than eighty years of Closing Celebration X X X X quickly became the birthplace to more than 35,000 Post-Prohibition freedom, join us for a journey back legendary songs and more than 1,000 popular hits. in time—heck, some of these counties are still dry—as Historic RCA Studio B celebrates its 61st anniversary we visit three distillers, sample some of the finest old in 2018. Located on renowned Music Row, Studio and new batch whiskey recipes in the nation, and 3 Ways to Register B is one of the most famous studios in the world. enjoy some classic Nashville cuisine for lunch. Over 35,000 songs were recorded here by artists such as Dolly Parton, Elvis Presley, Roy Orbison, and even more recently, Martina McBride and Carrie Hotels Underwood. Hear the stories behind the legendary Visit nena.org/nena2018-housing for a variety of Online at Download a printable form at Call 202.466.4911 recordings and view some of the original instruments housing options. Housing closes May 24. nena.org/nena2018-register nena.org/nena2018-form to request a printable form used in producing over 1,000 hit records on this private guided tour. Tour guests also have access to the Country Music Hall of Fame. Deals & Discounts Visit nena.org/attendee-discounts for exclusive attendee savings on airfare, rental cars, and more! nena.org/nena2018 | 23 NENA National Emergency Number Association THE 1700 Diagonal Road, Suite 500
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