Aria Resort and Casino Las Vegas, Nevada April 24–26, 2018

THE PREMIER CONFERENCE FOR POLICE, FIRE, AND MEDICAL DISPATCH

Aria Resort and Casino Las Vegas, Nevada 18 April 24–26, 2018 //

PRE-CON QUICK GUIDE

SATURDAY, APRIL 21 8:30 AM–5:30 PM Pre-Conference Workshops

SUNDAY, APRIL 22 8:30 AM–5:30 PM WELCOME TO Pre-Conference Workshops MONDAY, APRIL 23 8:30 AM–5:30 PM NAVIGATOR18 Pre-Conference Workshops THE PREMIER CONFERENCE FOR POLICE, FIRE, AND MEDICAL DISPATCH 6:30 PM–9:00 PM Gala Reception in the Exhibit Hall

Being ALL IN is a choice we each make every day. It means betting on yourself CONFERENCE QUICK GUIDE and your agency while relying on your training as you strive for excellence when handling emergency calls and relaying scene information to field per- TUESDAY, APRIL 24 sonnel. Amp up that drive by making the choice to throw all of your chips 8:30–10:30 AM in and attend NAVIGATOR where you’ll gain enhanced skills and expertise, Opening Session: discover the latest tools and technology, and enjoy the opportunity to feel Keynote Speaker refreshed and inspired. Instructor of the Year Award ACE Presentation Dispatcher of the Year Award The staff at IAED is betting on the house when it comes to offering our mem- 10:30 AM–12:30 PM bers six days of education, inspiration, and community building at NAVIGA- Exclusive Exhibit Hall Hours TOR. You have our promise that you will receive some of the most fulfilling and 10:30 AM–4:15 PM rewarding experiences of your career as you mingle with like-minded emer- Exhibit Hall Hours gency responders while learning from seasoned professionals. 11:30 AM–12:30 PM FREE Box Lunch in Exhibit Hall We have carefully selected presenters and courses to address the challenges 12:30 PM–5:30 PM Fast and Flexible POLICE Dispatching you face each day. We encourage you to take full advantage of this opportuni- Conference Sessions ty and leave the conference with an even greater commitment of being ALL IN 6:30 PM–9:00 PM as you strive to make every day the best it can be while protecting and serving Attendee Party (21+) your community. WEDNESDAY, APRIL 25 Give your emergency dispatch center the 8:00–9:00 AM tools it needs to handle 911 calls efficiently Exclusive Exhibit Hall Hour and FREE Breakfast in Exhibit Hall and accurately. ProQA® with the Police CONTACTS Priority Dispatch System™—just updated 8:00 AM–3:30 PM Exhibit Hall Hours with major enhancements—is faster and SPONSORING/EXHIBIT INFORMATION REGISTRATION INFORMATION more flexible than ever, giving you the Nikele Schwendiman 888.725.5853 8:30 AM–5:15 PM Conference Sessions information you need, when you need it. 801.359.6916 ext. 234 ProQA helps you dispatch smarter, always PROGRAM INFORMATION GENERAL INFORMATION 12:30–1:30 PM FOR POLICE Exclusive Exhibit Hall Hour and prioritizing officer safety. Nikele Schwendiman 800.960.6236 FREE Box Lunch in Exhibit Hall 801.359.6916 ext. 234 7:00 PM–9:00 PM SEE IT IN ACTION. REQUEST A DEMO AT ACE Reception (By Invitation Only) prioritydispatch.net. SCAN IN! THURSDAY, APRIL 26 TO GET YOUR CDE CREDITS 8:00 AM–12:45 PM (Scan your badge in your classroom) Conference Sessions 1:00 PM–2:30 PM Closing Lunch: ©2017 IAED™ Salt Lake City, Utah, USA. All intellectual property rights reserved. Protections provided under U.S. and International Conventions on Intellectual Property Keynote Speaker Rights make it illegal to duplicate anything from this material, in whole or in part, and in any form, without the express, prior, written consent of the IAED. In addition to any corporate logos and caduceus, the following trademarks or service marks of the IAED may apply: International Academies of Emergency Dispatch®, IAED™, Medical Dr. Jeff J. Clawson Leadership Award Priority Dispatch System™, Fire Priority Dispatch System™, Police Priority Dispatch System™, MPDS®, FPDS®, PPDS®, Priority Dispatch®, Priority Dispatch Corp.™, PDC™, Priority Dispatch System™, PDS™, ProQA®, AQUA®, LowCode®, Emergency Communication Nurse System™, ECNS™, ED-Q™, EMD-Q®, EFD-Q™, EPD-Q™. ECN of the Year Award Research Poster Winner Presentation

prioritydispatch.net/proqa | 801.363.9127 navigatorconference.org ALL•IN 3 EVENTS & REGISTRATION HOTEL AND TRAVEL Fun, inspiration, and networking are all an important part of the NAVIGATOR experience Making it easy and comfortable for you is important to us

EVENTS

GALA RECEPTION MONDAY | APRIL 23 6:30–9:00 PM FREE EVENT Exhibit Hall Sponsored by: TriTech Systems

OPENING SESSION TUESDAY | APRIL 24 8:30–10:30 AM Opening Session: Keynote Speaker: Carey Lohrenz Instructor of the Year Award ACE Presentation Dispatcher of the Year Award

ATTENDEE PARTY TUESDAY | APRIL 24 6:30–9:00 PM TICKETS: $20 Jewel Nightclub (Must be 21+)

ACE RECEPTION WEDNESDAY | APRIL 25 7:00–9:00 PM BY INVITATION ONLY

Sponsored by: OnStar

CLOSING LUNCH CONFERENCE HOTEL THURSDAY | APRIL 26 ARIA RESORT & CASINO NAVIGATOR ONLINE: 1:00–2:30 PM 3730 South Las Vegas Boulevard Las Vegas, NV 89158 TICKETS: $15 Keep up to date by checking out our website Keynote Speaker: Mack Dryden General Inquiries: 702.590.7111 Dr. Jeff J. Clawson Leadership Award Reservations: 866.359.7757 navigatorconference.org ECN of the Year Award Online Reservations (Preferred) Research Poster Winner Presentation https://aws.passkey.com/go/NAEMD2018

SPECIAL NAVIGATOR ROOM RATE: REGISTRATION INFORMATION Stay at the Aria for an exceptional $189 per night (single or double). Rooms at this price are limited and will go fast. A discounted resort REGISTER ONLINE NOW! fee of $20 will be applied to each reservation. ONLINE ROOM RESERVATIONS:

FULL CONFERENCE PASSPORT: $570 3–DAY CONFERENCE PASSPORT: $540 Online reservations are quick and easy by following the link below: Full conference passport includes: 1–DAY CONFERENCE PASSPORT: $210 https://aws.passkey.com/go/NAEMD2018 · Opening and closing keynotes NAVIGATOR AIRFARE RATES · NAVIGATOR padfolio ATTENDEE PARTY: $20 · Exhibit hall access Southwest Airlines—book your flight through SWABIZ and use PREPAY · Attendee party at Jewel Nightclub CLOSING LUNCH: $15 Company ID 99797040 https://www.swabiz.com/flight/ · Breakfast in the exhibit hall BEFORE APRIL 1, 2018 · Two box lunches and the Closing Lunch EXHIBIT HALL GUEST PASS: $85 TO GET YOUR FREE · Opening Gala drink ticket GETTING TO THE HOTEL NAVIGATOR T-SHIRT! · Attendee Party drink ticket DISCOUNTS (ONE PER PERSON) McCARRAN INTERNATIONAL AIRPORT · Transportation for the communication center tours Distance from airport: 2.9 miles (approximately 11 minutes) · Access to more than 125 CDE sessions ACE Center Discount: $100 Estimated taxi/Uber fare: $12–30 USD (one way) · Earn up to 24 CDE hours Group Discount (3+ from a single agency) $70 IAED Member Discount $40 Estimated shuttle fare: $20 USD (one way); must reserve NENA Member Discount $30 https://www.supershuttle.com/locations/lasvegaslas

4 ALL•IN NAV2018 navigatorconference.org ALL•IN 5 FREE GALA RECEPTION THANK YOU! FOR OUR ATTENDEES TO OUR Sponsored by: PARTNERS AND SPONSORS EXHIBIT HALL HOURS

PARTNER MONDAY, APRIL 23 FREE GALA RECEPTION IN THE EXHIBIT HALL 6:30–9:00 PM

TUESDAY, APRIL 24 EXCLUSIVE EXHIBIT HALL HOURS 10:30 AM–12:30 PM

TUESDAY, APRIL 24 PLATINUM EXHIBIT HALL HOURS 10:30 AM–4:15 PM

TUESDAY, APRIL 24 FREE BOX LUNCH IN EXHIBIT HALL 11:30 AM–12:30 PM

WEDNESDAY, APRIL 25 GOLD EXCLUSIVE EXHIBIT HALL HOUR AND FREE BREAKFAST 8:00–9:00 AM

WEDNESDAY, APRIL 25 EXHIBIT HALL HOURS 8:00 AM–3:30 PM

WEDNESDAY, APRIL 25 BRONZE EXCLUSIVE EXHIBIT HALL HOUR AND FREE BOX LUNCH 12:30–1:30 PM

For information on becoming a partner or sponsor please contact Nikele at 801.359.6916 EXT. 234.

6 ALL•IN NAV2018 navigatorconference.org ALL•IN 7 CERTIFICATION | APRIL 21–23 WORKSHOPS | APRIL 21–23 NAVIGATOR offers an array of IAED certification courses in one location Amp up your learning with intensive sessions to increase your in-depth knowledge on key topics

EMD-Q CERTIFICATION COURSE EFD-Q CERTIFICATION COURSE CYBERSECURITY AWARENESS IN THE PSAP WORKING ON A FULL HOUSE—HOW TO 8:30 AM–5:30 PM 8:30 AM–5:30 PM 8:30 AM–5:30 PM INCREASE WELL-PERFORMING TEAMS 2–DAY | APRIL 21–22 2–DAY | APRIL 22–23 1–DAY | APRIL 22 | $198 FROM PRE-EMPLOYMENT TO $500 $500 Michael Ball OFF PROBATION Brian Dale Gary Galasso The program serves as an opportunity for anyone involved in 8:30 AM–5:30 PM This advanced course is for those involved with dispatch case This advanced course is for those involved with dispatch case public safety agency operations to gain basic working knowledge 1–DAY | APRIL 22 | $198 review, continuing education, or implementing and running a Quality review, continuing education, or implementing and running a Quality of cybersecurity and provides education on the activities that may Kevin Willett Improvement Unit (QIU) for Emergency Medical Dispatch at a Improvement Unit (QIU) for Emergency Fire Dispatch at a currently affect the 911 industry. This course’s focus is to assist 911 operational Do you feel like your agency never gets a fair deal? You hire, you train, currently licensed agency using an up-to-date version of the Medical licensed agency using an up-to-date version of the Fire Priority personnel in the understanding of the most common cyber threats and just as they look like they might stay ... they leave. The revolving Priority Dispatch System (MPDS). Dispatch System (FPDS). associated with PSAPs and to provide general direction that may help door of dispatch has created a worldwide shortage of qualified or avoid certain pitfalls in managing the technology of a 911 center. high-performing applicants. This full-day session is packed with ways to improve your applicant pool, reach out to better candidates, and ETC INSTRUCTOR EMD-Q CERTIFICATION COURSE fast track the hiring process so that you hire them before they give CERTIFICATION COURSE 8:30 AM–5:30 PM ADVANCED FIRE/EMS DISPATCH 8:30 AM–5:30 PM up on you. Then, once you have them in your training program, what 8:30 AM–5:30 PM 2–DAY | APRIL 22–23 are some proven ways to better educate, inform, and inspire them? 1–DAY | APRIL 23 | $198 3–DAY | APRIL 21–23 $500 New employee engagement is essential, and our profession is not yet Chris Lienhardt $450 Chris Bradford great at the hiring, educating, and retention process. Okay, raise your NENA Advanced Fire/EMS Dispatch is an eight-hour, in-person hand if your agency is two or more people short. Is your hand up? If This advanced course is for those involved with dispatch case Nancy Lockhart course designed to improve the skills, knowledge, and abilities it is, you need to join us for this information-packed workshop. What review, continuing education, or implementing and running a Quality Become certified as a basic emergency telecommunications of fire and EMS dispatchers. In many cases, fire/EMS dispatchers happens in Vegas may change your agency! instructor through this introductory training program from the IAED Improvement Unit (QIU) for Emergency Medical Dispatch at a are provided little training beyond that required to utilize protocol and the National Emergency Number Association (NENA). The currently licensed agency using an up-to-date version of the Medical cards—this creates an environment in which dispatchers are not able course fee includes the ETC instructor materials kit from Priority Priority Dispatch System (MPDS). to effectively anticipate operational conditions, use critical decision- "ALL IN" SUPERVISION Dispatch Corp. and ETC instructor certification. making skills in regards to these incidents, or provide important and 8:30 AM–5:30 PM EPD-Q CERTIFICATION COURSE timely information. This challenge is exacerbated by the fact that 1–DAY | APRIL 23 | $198 8:30 AM–5:30 PM serious fire and EMS incidents are rare, especially for dispatchers and John Korman, Kevin Willett telecommunicators who operate in a joint-environment. Through this 2–DAY | APRIL 22–23 How committed are you to being the best trainer, lead, supervisor, course, dispatchers will not only be able to learn vital information manager, or director? It’s time that you go “all in” and help ensure $500 about fire and EMS dispatching concepts, they will also learn valuable that your agency gets the big payoff when you do. This skill- and Angela Huddle tools and tricks to make essential decisions more quickly and to tool-filled class will show you how you can use no- or low-budget This advanced course is for those involved with dispatch case improve their awareness and judgment when operating as fire and supervision and leadership tools to build an improved, renewed, review, continuing education, or implementing and running a Quality EMS dispatchers. and refreshed workforce. We will show you proven morale and Improvement Unit (QIU) for Emergency Police Dispatch at a currently performance boosters, along with things that you can do in the licensed agency using an up-to-date version of the Police Priority workplace to build a more committed and energized team. Every Dispatch System (PPDS). student will gain exciting ways to build up any staff to a level that you will be proud to be a part of. This one-day course is perfect for any trainer, shift lead, supervisor, or communication center manager.

8 ALL•IN NAV2018 navigatorconference.org ALL•IN 9 WORKSHOPS | APRIL 22–23 WORKSHOPS | APRIL 22–23

IAED RESEARCH WORKSHOP ProQA TRAINING COURSE CSI ProQA AND AQUA REPORTS ACTIVE ASSAILANT (AFTERNOON) 8:30 AM–5:30 PM 1:30–5:30 PM 8:30 AM–12:30 PM 1:30–5:30 PM 2–DAY | APRIL 22–23 | $120 1–DAY | APRIL 22 | $99 1–DAY | APRIL 23 | $99 1–DAY | APRIL 23 | $99 Greg Scott, Chris Olola, Isabel Gardett Meridith Jensen Ross Rutschman, Ken Hotaling Chris Knight The IAED Research Workshop is for anyone who is interested in Technical training for Medical ProQA dispatch software provides This four hour workshop will focus on Universal and EMD-Q This four-hour class offers a more comprehensive look at the taking a deep dive into their center’s performance and outcomes or intensive hands-on experience for dispatchers, managers, and QI Performance Standards. Lecture, group discussion, and call review will telecommunicator’s role in active assailant incidents than traditional helping us learn more about the science of emergency dispatching. officers. be used to reinforce the standards. Questions regarding EFD and EPD courses offer. We’ll focus on the psychology of the active assailant, If you have burning questions you’d like to answer about outcomes, are also welcome. Earn four hours of continuing education toward lessons learned from past events, how lessons learned have affected effectiveness, protocol validity, personnel management, or any other ED-Q recertification. law enforcement response to these incidents, and how these changes topic related to emergency medical, fire, or police dispatching, this is ACTIVE ASSAILANT (MORNING) in response affect the telecommunicator. We will cover in detail the the place to be. Co-hosted by David Page from the UCLA Prehospital 8:30 AM–12:30 PM Active Assailant (Shooter) Protocol and provide the background Care Research Forum and the IAED Research Team, the workshop will 1–DAY | APRIL 23 | $99 EXECUTIVE WORKSHOP behind the specialized questions and instructions it uses. This course give you two days of learning and fun with a cohort of other dynamic Chris Knight 8:30 AM–12:30 PM will also discuss the telecommunicator’s ability to support the Incident dispatch leaders. We’ll provide everything you need, from the basics This four-hour class offers a more comprehensive look at the 1–DAY | APRIL 23 | $99 Command role more effectively and how to plan for possible future of research methods to the finer points of writing up a report. Plus, telecommunicator’s role in active assailant incidents than traditional Brian Dale, Jerry Overton incidents. (Warning: This class covers graphic and possibly disturbing this year we’ll be focusing on a SPECIAL TOPIC: public perceptions courses offer. We’ll focus on the psychology of the active assailant, This strategic orientation to the Priority Dispatch System is for images and content.) of emergency services and 911. You’ll have the chance to get involved lessons learned from past events, how lessons learned have affected managers, directors, chiefs, medical directors, and others involved in an ongoing nationwide study that will provide insights you can use law enforcement response to these incidents, and how these changes in 911 center leadership (NOT for line dispatchers). Attendees will be ADVANCED ProQA WITH HIGH PERFORMANCE EMD in your own agency. Be part of the solution: Help improve emergency in response affect the telecommunicator. We will cover in detail the introduced to fundamental Priority Dispatch System concepts and the dispatching and experience the excitement of discovery! Active Assailant (Shooter) Protocol and provide the background International Academies of Emergency Dispatch’s role in establishing 1:30–5:30 PM behind the specialized questions and instructions it uses. This course standards, certifying dispatchers, and updating the protocols. Come 1–DAY | APRIL 23 | $99 ACE WORKSHOP will also discuss the telecommunicator’s ability to support the explore the scientific evidence on which the system is based, see Luke Barritt, Ivan Whitaker Incident Command role more effectively and how to plan for possible how it’s best used, and find out the difference a quality improvement You know ProQA, but how well do you really know ProQA? Are 8:30 AM–12:30 PM future incidents. (Warning: This class covers graphic and possibly process will make. Participants will have a new appreciation for the you using ProQA to just check the boxes and fill the fields from one 1–DAY | APRIL 23 | $99 disturbing images and content.) critical relationship between the emergency communication center case to the next and looking for something more? Come hungry Kim Rigden, Ing. Christof Constantin Chwojka and the entire public safety system. We’ll begin with a discussion of to learn how to use ProQA as the dynamic tool that it is, and leave “We are what we repeatedly do. Excellence then is not an act time-proven EMD concepts for conserving resources and improving empowered to utilize advanced techniques and tricks for those cases but a habit.” –Aristotle. Why shoot for ACE status? This ACE ADVANCED ProQA WITH HIGH PERFORMANCE EMD patient care and then learn how these concepts work equally well for where you need to enhance the service you are providing from the communication center manager put it best: “The difference in our 8:30 AM–12:30 PM fire and police dispatching. hot seat rather than going through the motions. The course will center since becoming an ACE is like day and night. Morale is up. 1–DAY | APRIL 23 | $99 take in-depth discussions from the High Performance EMD course Recognition in the community is up. Productivity is up. Compliance Luke Barritt, Ivan Whitaker ProQA AND AQUA REPORTING MODULE TRAINING and combine them with carrying out the concepts using the ProQA is second nature. Turnover is down. It's one of the best investments You know ProQA, but how well do you really know ProQA? Are you Medical software. Topics covered will include reinforcement of Chief of time we ever made.” ACE status ingrains pursuit of excellence using ProQA to just check the boxes and fill the fields from one 8:30 AM–5:30 PM Complaint selection rules, multiple/unknown count patients with fast into your organization's culture and ensures that your center gets case to the next and looking for something more? Come hungry 1–DAY | APRIL 23 | $198 track codes, 1st party ineffective breathing, critical care instructions the most out of the Priority Dispatch System. ACE brings specific, to learn how to use ProQA as the dynamic tool that it is, and leave John Hancock and other diagnostic tool usage, and much more. tangible benefits to centers of all sizes. Come learn about these empowered to utilize advanced techniques and tricks for those cases Students will use a training database and learn through practical benefits and discover the steps (including initial self-assessments) where you need to enhance the service you are providing from the application by filtering and generating their own reports using AQUA THE NINE ECHO PROJECT: IMPLEMENTING A necessary to apply for or renew ACE accreditation and effective hot seat rather than going through the motions. The course will and ProQA Paramount clients. We'll provide training laptops and a ways to meet those requirements. Presenters Kim Rigden, Associate take in-depth discussions from the High Performance EMD course database to conduct practical guided exercises using a variety of COMPREHENSIVE TELEPHONE CPR PROGRAM FOR Director of Accreditation and Ing. Christof Constantin Chwojka will and combine them with carrying out the concepts using the ProQA filtering techniques. We'll then interpret and evaluate reports data DISPATCH review accreditation applications and offer advice on how to take Medical software. Topics covered will include reinforcement of Chief to aid in quality improvement and training decisions. This includes 1:30–5:30 PM your team to the ACE level. Complaint selection rules, multiple/unknown count patients with fast detailed discussion on AQUA ACE reports. 1–DAY | APRIL 23 | $99 track codes, 1st party ineffective breathing, critical care instructions Ross Rutschman, Megan Craig, Petar Hossick, Brett Patterson and other diagnostic tool usage, and much more. ADVANCED AQUA SOFTWARE TRAINING Improving cardiac arrest survival is a team approach. This workshop 1:30–5:30 PM will assist dispatch agencies in forming a relationship with field AQUA SOFTWARE TRAINING providers in an effort to increase sudden cardiac arrest survival in your SCAN IN! 1–DAY | APRIL 23 | $99 community. Topics will include: initial and continuing education for TO GET YOUR CDE CREDITS 8:30 AM–5:30 PM Jose Rodriguez, Ken Hotaling EMDs; establishing a partnership with EMS providers; implementing (Scan your badge in your classroom) 1–DAY | APRIL 23 | $198 Are you looking to enhance your quality assurance and quality a quality improvement cycle including data; and collection, Meridith Jensen improvement programs? Struggling to get the information that will measurement, and feedback. AQUA helps ED-Qs to apply the performance standards using simple help your agency advance the level of calltaker performance? Trying tools, making case review more consistent and succinct. This course to develop meaningful continuing dispatch education programs that will introduce users to all of the features and functionality of the address actual needs? Do you want to be the best you can be? Come AQUA software. Participants will get hands-on experience learning join this course suitable for all skill levels as we show how data can COMM. CENTER TOUR the steps to set up their AQUA databases from START (building be turned into meaningful action. This session will review many of MONDAY, APRIL 23 employee lists and case folders) to FINISH (moving, organizing, and the seldom used, high-value features of AQUA software. We will take REGISTER ONLINE reviewing cases). Practice importing cases from Paramount into an in-depth look at the reports and filtering capabilities within the LIMITED SEATING AQUA, reviewing cases (with recordings) in AQUA, accessing the program and discuss how to interpret and use that data to advance reports in AQUA, and so much more! your agency's QA/QI program and CDE activities.

10 ALL•IN NAV2018 navigatorconference.org ALL•IN 11 OPENING SESSION

KEYNOTE SPEAKER: CAREY LOHRENZ ATTENDEE PARTY Carey Lohrenz knows what it takes to win in one of the highest pressure, extreme environments imaginable: in the cockpit at Mach 2.

As the first female F-14 Tomcat Fighter Pilot in the U.S. Navy, having flown missions worldwide as a combat-mission-ready United States Navy pilot, Lohrenz is used to working in fast moving, dynamic environments, where inconsistent execution can generate catastrophic results.

The same challenges are found in business: markets change, customer needs evolve and if you do not adapt quickly your company is at risk.

In her motivating and engaging keynote presentations, Carey shares her fascinating experiences operating in one of the world's most challenging environments-an aircraft carrier. She is uniquely qualified in the fundamentals of winning under pressure, reducing errors and overcoming obstacles. Her mastery of these fundamentals can help your team triumph in this high-risk, time crunched world.

Carey Lohrenz's timely message about High Performing Teams and developing a Culture of Learning is based on the best-practices of high reliability organizations. The process Prepare, Perform, Prevail helps businesses manage risk while becoming a High Performing Organization. This message resonates with diverse audiences at every level of the company.

Carey has been requested by name from some of the top Fortune 100 businesses. Her ability to connect with both an audience and on a one-on-one level, coupled with her knowledge and experience in leading high-ˇperforming, diverse teams, has made her highly sought after as a business consultant and speaker. Carey is a powerhouse in the field of delivering engaging Leadership, High Performing Organizations and Diversity Training that directly impacts a company’s ROI and bottom line. Her experience in the all-male environment of fighter aviation and her ability to pass on the Lessons Learned in her career allow her to deliver insight and guidance from a credible platform on Women’s Leadership Issues. Carey has delivered her leadership and strategy experience to such companies as Cisco, Dell, TEVA, Deloitte, Underwriters Laboratories, Verizon, AT&T, Kimberly Clark, State Farm Insurance and Sea Ray Boats, to name a few. Carey graduated from the University of Wisconsin where she was a varsity rower, also training at the pre-Olympic level. After graduation, she attended the Navy’s Aviation Officer Candidate School before starting flight training and her naval career. She is currently working on her Master’s in Business Administration in Strategic Leadership.

• DISPATCHER OF THE YEAR AWARD PRESENTATION • INSTRUCTOR OF THE YEAR AWARD PRESENTATION • ACCREDITATION RECOGNITION

8:30-10:30 AM HUMAN RESOURCES learn the best practices for selection, hiring, STRESS MANAGEMENT about these generations while learning about simple and easy solutions she proposed. WHAT IS OUR PEOPLE'S PURPOSE? training, evaluating, and motivating your DISPATCHER STRESS: COMBATING their strengths, what motivates them, and SPECIAL INTEREST workers. Stamp out the "contagious" habits THE PHYSIOLOGICAL EFFECTS how to deal with each generation to help OPENING SESSION Eric Parry, Jaci Fox WORKPLACE RELATED HEALTH So what is our people's purpose? Do we of problem employees that can affect Dan Sacomano, Erin Eaton make your workplace a more enjoyable Keynote Speaker PROJECTS—SCIENCE FICTION OR expect our employees to show up on a daily others, new approaches to performance Are your current response assignments using environment. Think you know what makes Instructor of the Year Award basis and "function"? This session delves improvement plans, annual evaluations, your resources efficiently and effectively? millennials tick? You might be wrong. We will ACHIEVABLE GOAL? ACE Presentation into how we as managers and supervisors expanded use of EAP program and services. Are you using the MPDS software to its full also discuss what the iGen (or Gen Z) will Susanne Ottendorfer, Siegfried Weinert Dispatcher of the Year Award can motivate and reward our staff in Receive a Healthy Center Checklist for a self- capabilities? This session is going to give you bring to the table as they enter the workforce A questionnaire regarding eating habits, positive and meaningful ways. Strategies evaluation. Prevent your center from being ideas on ways to manage your resources and starting next year. weight gain/loss, physical workouts, that increase self-direction and engagement declared "DOA" in a case of negligence in how to use the software to achieve this. addictions like alcohol or nicotine, court proceedings! LEADERSHIP recreational behavior, sleep patterns, and with the job at hand will be the focus of this "ALL IN" LEADERSHIP FREE BOX LUNCH enlightening discussion. subjective stress has been created specially IN EXHIBIT HALL MEDICAL 12:30–2:30 PM Kevin Willett for our dispatchers. The results will help us LEADERSHIP CARDIAC ARRESTS AND THE EMD If you have the best hand or at least think develop specific, made-to-measure long-term 11:30 AM–12:30 PM QUALITY ASSURANCE & ACE ACTIVE SHOOTER— Barbara Ireland your hand can beat the rest of the table, workplace health promotion projects with THE FIRST 15 MINUTES Do you find yourself confident in handling ED-Q FORUM LIVE you go all in with your bet. Join Kevin for both medical and social aspects, in addition Tom Somers cardiac arrest calls as an EMD? In this Kim Rigden, Brian Dale, Michael Spath, this session filled with motivation and skill- to the health benefits that we are legally Active shooter in progress—the 911 call all session, we will review and do exercises of Deanna Mateo-Mih building. Be the change that your center required to offer our employees. communication center personnel dread. This the different situations that will arise. When Are you a police, medical, and/or fire needs to be the best. Walk away with a STRESS MANAGEMENT 12:30–1:30 PM presentation will refine the focus of an active do you use the v13 Suspected Medical Arrest ED-Q? Do you have questions about the renewed sense of what a true leader is and shooter event to just the 911 call. Primary and pathway from Case Entry? What about a performance standards or how to use AQUA how you can cultivate the best from your HOW TO COPE WHEN YOU ARE IN ALL IN! secondary Public Safety Answering Points traumatic situation? When do you use (and to measure performance? What about how team. Kevin will show that everyone takes THE HOT SEAT HIGH PERFORMANCE TELEPHONE (PSAPs) each have their unique attributes NOT use) the Agonal Breathing Counter in to score calls with ProQA Paramount? Come a role in leadership and how your energy, Veronica Ross CPR FOR DISPATCH to handle the active shooter event. These Case Entry? When do you go to Protocol 9: prepared with questions and situations. This passion, and knowledge can bring high Stress management is a huge topic in our Ross Rutschman, Brett Patterson attributes create silos of information and Cardiac or Respiratory Arrest/Death? How panel of experts brings extensive experience morale and infuse pride in your team. Don't 911 community. We consistently provide Improving cardiac arrest survival is a team instructions. But what happens when these does Protocol 31: Unconscious/Fainting in all three disciplines and will answer most of miss this career-changing session. our personnel with stress management (Near) figure into this? You should leave this your burning questions about Q. information for the aftermath, but how do approach. This session will focus on high silos of information collide with a caller on MANAGEMENT session with a stronger understanding of this you handle the stress during the critical performance telephone CPR in an effort the line? What does law enforcement PSAP THE AFTERMATH OF MERGING to increase sudden cardiac arrest survival tell the caller who is bleeding? What does the very important topic. incident? This training allows you to become 1:45–2:45 PM Ronald Shiner in your community. Topics will include ele- fire or EMS PSAP tell the caller who needs aware of your emotional and physical RESEARCH You have merged, now what? During this ments of high performance telephone CPR to know how to defend themselves? The VEGAS STRONG well-being during those stressful times and RESEARCH POSTER FORUM dynamic presentation, we will be discussing and implementing a quality improvement active shooter event starts with the call. How provides you with ways to manage the stress. Greg Scott, Chris Olola, Isabel Gardett FROM FESTIVAL GOERS TO the hurdles that management and training cycle including data collection, measure- you handle the call can make a difference Understanding the Wise Mind Theory allows Research is conducted, in various forms, UNDER ATTACK: EMDs’ ROUTE 91 will encounter along with ideas and ment, and feedback. in some cases between life and death. This you to adapt to a better emotional and by dispatchers and dispatch agency EXPERIENCES FROM INSIDE THE possible solutions to enable newly merged interactive presentation will engage the physical well-being. personnel all around the world every year. VENUE and merging centers deal with what’s to audience on how to handle the call, the need This session highlights some of that work, come. Some of the topics to be covered to expand their knowledge outside of their Charlotte Gentry, Melanie Straeter, focusing on innovative uses of data analysis are: combined policies and procedures, 3:15–4:15 PM discipline, and provide common sense tools Nina Neubert to improve emergency communication separate policies and procedures, multiple to implement during an active shooter. Hear firsthand what it was like to go from center performance. This session allows being a festival attendee to helping strangers communication centers in the same room, VEGAS STRONG MANAGEMENT each poster presenter to explain his or her survive. EMDs that were on scene that night separate disciplines per center, merging ON DUTY DISPATCHERS AND THE FAILING CENTERS— research, describe the methods and results, will offer perspective on what happened from training and CDEs or not, merging QIU or CALM DURING THE ROUTE 91 STORM A REALITY CHECK and discuss the ways in which the research when the shooting started until after it ended. not, and employee engagements. Attendees Letha Lofton has improved practice at his or her agency. will leave feeling better equipped to manage Find out the firsthand experiences of Stephan Bunker ALL IN! Find out what your peers are doing and be what is to come in their own centers. supervisors and dispatchers who were on Is your center suffering, ailing, or failing to SCREENING CALLS FOR HELP WITH meet its mission? Is it time for a checkup inspired to conduct research and drive data- duty during the tragedy. Hear about the calls informed practice in your own center. PSYCHOSOCIAL BACKGROUND MEDICAL from "Dr. Dispatch"? Allow the doctor WEIRD SCIENCE for help they answered that night. to examine just how fit your center SPECIAL INTEREST AND GUIDANCE TO ADEQUATE RESOURCES Jeff Clawson, M.D., Brett Patterson ALL IN! is operationally. Learn about those MAKING YOUR CITY HEARTSAFE If it could easily be described, it wouldn't Heinz Novosad CUSTOMER SERVICE FOR THE "chronic" and sometimes "fatal" Becky Kamoske, Mark Turner bethat weird now, would it? In Dr. Jeff A two-year long research project investigated TELECOMMUNICATOR conditions that affect the success In this session, the story of the Loveland/ Clawson's 38-plus years of experience in emergency calls with psychosocial Kevin Diluia, Ron TwoBulls, John Ferraro or failure of your center. Let's Berthoud Colorado Heartsafe community this field, he has pretty much heard it all. backgrounds addressed to emergency The presenters will explain why customer examine the fitness of your initiative will be presented as an example Some of his stories in this session will amaze communication centers. It designs potential service is so important. News stories, actual leadership, supervisors, and to participants. At the conclusion of the you—some will even shock you. Come one, solutions based on a referral to the profession audio of calls, and real-life examples will trainers and presentation, participants will have a template come all! of social work. Analyzing typical approaches be used to drive the point home. Tips and to modify and take to their communities and handling such calls for help discloses tricks will be provided to the attendees, and with the hope of making them Heartsafe. RESEARCH possible functions and roles in screening and the course will wrap up when the speakers Strategies to engage public safety "911, STATE YOUR EMERGENCIA"— guidance. The aim is to develop a concept relate how good customer service leads to partners and locate funding sources A DISPATCH PROJECT IN THE MAKING for interdisciplinary teamwork in emergency adherence to the protocols. will also be discussed. The benefits of Brianne Nelson communication centers and helplines. a Heartsafe community for citizens Do you ever wonder why calls from non- These efforts promote the integral aspect of and the public relationship building English speakers seem so challenging? primary care close to the community, which with them will also be addressed. When accuracy is so critical, how do we COMM. CENTER TOUR begins with the first call for help. really know our words are being translated TUESDAY, APRIL 24 HUMAN RESOURCES and understood correctly? This research REGISTER ONLINE TALKIN' 'BOUT MY GENERATION project was conducted by a dispatcher who LIMITED SEATING asked those same questions. She not only Tony Hilley, Lexi Pinkerton A brief history lesson tossed in with a little discovered why it happens but revealed how bit of comedy to learn the perspectives of the callers, the interpreters, and the calltakers each generation, from traditionalists through themselves all did something to affect the millennials. We will discard the useless myths success and efficiency of the call, and the

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HUMAN RESOURCES MANAGEMENT QUALITY ASSURANCE & ACE recognizing the signs and symptoms of an MEDICAL SPECIAL INTEREST A STAR DISPATCHER IS NOT ALWAYS YOU WANT TO CHANGE WHAT?! "IT'S ALL ABOUT YOU!" employee in distress; are you prepared to THE DEVIL MADE YOU DO IT? CRISIS TEXT LINE: A STAR TRAINER: THE MAGIC Richard Frayne, Wendy Rung Carrie Flynn, Heather Hedgcock take on your local government to get your PSYCHIATRIC EMERGENCIES FROM UPDATES AND OPPORTUNITIES JOHNSON THEORY Introducing significant change is one of the Protocols may provide an exact script for employees the help they need before it's too THE PATIENT PERSPECTIVE Michael Spath, Garrett Shotwell late?; and the necessity to improve climate Angela Huddle, Dean Rohan hardest things to do in an organization, and the emergency calltaker to follow, but it still Tami Wiggins, Madeline Marks It took Crisis Text Line 3 1/2 years to handle For 12 years, Earvin "Magic" Johnson it's one of the easiest things to fail at if you requires a living, breathing human being and culture in the dispatch environment. What is mental illness? We all experience the their first million text sessions. The second dominated courts as one of America's best don't do it right. Taking a strategic approach, to navigate through them successfully. calls for a psychiatric emergency, but what million took approximately 10 months. This basketball players. After being drafted to the engaging stakeholders to identify bench- Sometimes as Q's, we get all caught up in 4:30–5:30 PM does that look like? Step into the mind and texting resource has continued to experience marks of success, and utilizing a change man- what “we” think and forget that the calltaker exponential growth and has more need of LA Lakers, after only two years in college, ALL IN! life of a caller experiencing mental illness agement model provides your project with was making split-second decisions. How can help from PSAPs than ever. Their database is Magic Johnson won the NBA Finals MVP his Q'ING CALLS WITH PARAMOUNT and psychiatric emergencies. If we know the first year as a professional. Johnson and his the best chance of succeeding. Join Richard we avoid promoting our personal agenda and definition of mental illness and are able to a wealth of information about crisis issues in team continued to be one of the NBA's top as he discusses the change management instead look out for the best interest of the AND AQUA understand mental illness, we may be able to some of our most vulnerable communities. competitors throughout the rest of the '80s, process that led to the successful implemen- calltaker and callers? This session will provide Kim Rigden, Deanna Mateo-Mih better assist the caller. Join us to learn about Learn about what they are doing and how it being named one of the 50 greatest players tation of a quality assurance/quality improve- guidance designed to help your calltakers use Back by popular demand! ProQA Paramount mental illness and participate in a discussion might benefit your own community—maybe in NBA history in 1996 and inducted into the ment program in the Niagara Regional Police protocols with intention and for reminding is a game changer for ED-Qs. How can a about the different presentations of callers. even your own family. Basketball Hall of Fame in 2002. And then Communications Centre. The journey starts them “It’s all about you!” Q accurately assess calls with Paramount STRESS MANAGEMENT he became a coach. From 1976 until 2004 when the project is identified as a strategic (MPDS v13, FPDS v6.1, PPDS v6)? Is it QUALITY ASSURANCE & ACE priority during the business plan cycle and RESEARCH possible to get an accurate review using the THE STANDARDS ARE PERFECT— RUSSIAN ROULETTE OR STRESS the Lakers missed the playoffs just once. DATA ANALYSIS FOR QUALITY That was the same year Magic Johnson ends with an eight-step change management QA Guide (QAG) as your only tool? Come AGAIN! THE ALL-NEW v10 MANAGEMENT? coached the Lakers. He lost five of his first model that can be easily transferred to any IMPROVEMENT learn all the things you need to know to UNIVERSAL PERFORMANCE Kevin Willett six games and announced he would resign change management initiative. Along the Greg Scott, Meghan Broadbent, evaluate calls with PDC software. Deanna STANDARDS Is your agency or personal stress and Kim will show you when you can use the after that season. Being a star player is way you will learn how to develop a series of Chris Olola, Isabel Gardett Brian Dale management plan more like Russian roulette QAG and, more importantly, how you need to only one of the many facets of being a star the Critical Success Factors that will form the Most agencies use data in one form or Now that the IAED is rolling out the new (we hope nobody will stress out) or are you use ProQA to correctly assess AQUA reviews. coach. Learn what traits and skills it takes to basis for determining any project's guiding another to improve system performance, 10th Edition of the performance standards, recognizing, prioritizing, and truly managing See how to apply the ED-Q Performance be the best trainer. principles, when engaging stakeholders at whether that means reviewing case review what does it mean to you? How has AQUA stress? Maybe it's time to have an ongoing, Standards correctly, identify when Paramount all levels to ensure success. The skills learned trends or tracking the outcomes of cases changed to facilitate all the new software- robust, and custom Critical Incident Stress LEADERSHIP must be used for AQUA reviews, and increase during this presentation are easily transfer- handled by EMDs, EPDs, or EFDs. In this related standards, and what is new from Management program that includes a your understanding of ProQA and AQUA. LEAVE YOUR EGO AT THE DOOR able to any change management initiative session, we will provide an introduction to stem to stern in the new edition? How will variety of proven strategies for stress, the Bring your questions and scenarios! Ryan Chambers, Nathan Lee you may wish to implement and will assist the use of call processing data (especially this impact your ED-Q workflow? Well come introduction of positive psychology, and "talk Utilizing the events of the Denise Amber Lee you in making any project a success. ProQA data) and how to link databases (such therapy" to treat and cure stress. Don't lose HUMAN RESOURCES join us: sit down, strap in, and hold on for this story, this session will bring to light the im- MEDICAL as ProQA, CAD, and electronic patient care fast-and-furious overview of the new norm in great team members to stress when you can portance of teamwork inside of a 911 commu- records) to better evaluate the effectiveness WORKPLACE VIOLENCE? save them so they save others. "I'M ALL SHOOK UP": SEIZURES AND NOT IN MY BACKYARD case review, feedback, and report structures. nication center. It will also highlight how egos OTHER PESKY PROTOCOLS of your system. We will provide resources for can prevent the job from getting done, which further learning, as well as information about Veronica Ross RESEARCH Erin Eaton, Dan Sacomano This training allows attendees a better can, in turn, potentially cause devastating In this session we will address common mis- how to contact the research team at IAED IAED RESEARCH UPDATE circumstances. During the Denise Amber Lee for support. Anyone interested in system understanding of workplace violence as Greg Scott, Chris Olola, Isabel Gardett takes made when dealing with the seizure, it contains statistics, past incidents, and tragedy, the lack of teamwork was a defining choking, and CPR protocols. We will utilize evaluation, evidence-based practice, and Every year, the IAED conducts dozens of ATTENDEE PARTY factor in the failure in proper communication, improving (and demonstrating) outcomes employment with an increased risk. Being research studies and analyses to better JEWEL NIGHTCLUB (21+) the ProQA test site to give tips and remind- able to identify warning signs and the which led to missed opportunities to capture ers in regard to these protocols. There will be for your community can benefit from this understand the MPDS, PPDS, and FPDS TICKETS: $20* the suspect and prevent the murder of session. No knowledge of databases or FBI's Negative Vortex as well as educating protocols and to develop evidence-based an audio example of a high-compliance 911 our personnel about the correct steps in 6:30–9:00 PM Denise. Dispatchers from all ranks will leave call for each protocol. We will explain how statistics is required. best practices in emergency dispatching. with a sense of pride for the integral job they reporting situations allows us to prevent This session provides an overview of the our center implemented training classes and SPECIAL INTEREST workplace violence. perform every day. one-on-one training scenarios to improve research and studies conducted this year, *FREE ADMISSION WITH FULL CONFERENCE PASSPORT COMMUNICATION BREAKDOWN: with special emphasis on research that has overall compliance with EMD. The class will TESTED PROGRAM TO IMPROVE LEADERSHIP close with a game that will allow all attend- informed protocol evolution or may inform EMERGENCY COMMUNICATION AND “I'M AT THIS INTERSECTION!” ees to log on with their electronic devices “WHICH ONE?!” emergency dispatch practice in individual DISPATCHING PROCEDURES agencies. Some of the topics discussed may and participate in the fun. We hope anyone Matthew Huddle, Darius Osborne Mike Vasil, Erica Carpenter include the provision of telephone CPR and who attends this class will walk away with Duplicate intersections? Different jurisdictions WARNING: Real feelings and perceptions the instructions for providing it, the predictive tips and ideas on how their center can in your area? Route names vs. route will come out during this presentation. Using ability of the MPDS in correctly identifying reach higher compliance when it numbers? Do these things matter to the before and after surveys and implementing patient symptoms and conditions, the role of comes to seizures, choking, and telecommunicator that sits in a building a formalized sit-in program, the barriers that the FPDS and PPDS in better understanding CPR calls. and stays put? Would you like to be able to hindered performance were broken and national trends in fire service and law picture the hot spot that you send units to? emergency communication and lifesaving enforcement response and data collection, Let’s look at how to identify target issues, the services were enhanced. If you are a and much more. This is the session to hear importance of knowing your dispatch areas, responder or dispatching agency that wants what's happening on the leading and how to develop a curriculum and CDE. to learn how to improve communication and edge of dispatch science! dispatching procedures, come explore this MANAGEMENT unique program you can implement in DISASTER COMMUNICATIONS your own department. Richard Schreiber, Tom Somers STRESS MANAGEMENT Disasters may require resources beyond what PUSHING THE MOWER local and state authorities can manage. This session will provide real-life insight and edu- Robin Malatesta-Young, cation to the public safety telecommunicator Jeremy Hill on a wide range of man-made and natural This session will discuss: What disasters, their effects on the community and happens when telecommunicator its infrastructure and the response, and recov- stress turns into PTSD; ery needs of each. In addition, this course will provide guidance on continuity of operations for the communication center in the face of a multitude of disaster situations.

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9:00–10:00 AM MANAGEMENT much. It's no surprise to any dispatcher that MANAGEMENT appreciation and "wow" to show Mister or STRESS MANAGEMENT BUILDING A RESILIENT WORKFORCE the job can be stressful. Join us as we discuss RELOCATION OF OUR HEALTH Miss Grumpy Pants that all smiles matter and OPTIMAL 24-HOUR LIGHT SPECTRUM ALL IN! Shelley Rozek, Tara Bowness-Geiger ways to turn stress on its ear—how it can COMMUNICATION CENTER: work can be something we all look forward FOR PERFORMANCE AND HEALTH PREPARING YOUR PSAP FOR Communication centers all over the world make us stronger rather than disable us. HUMAN APPROACH TO CHANGE to. We promise you will walk out of this Garrie Wright, Andrew Moore-Ede SEVERE WEATHER struggle with stressful situations that take a MANAGEMENT session with a smile and a bucket of new This presentation will discuss the latest positive workplace tools. Matthew Grogan toll mentally and physically on the staff. This 10:15–11:15 AM Jean-François Poulin, Almendra Galland research and trends in using the optimal While some people have taken weather presentation will offer some ideas on how to We undertook our Health Communication QUALITY ASSURANCE & ACE spectrum of light to enhance productivity, spotting classes and some have taken build a more resilient workforce. ALL IN! Center relocation with major hurdles! BLACK, WHITE, AND 50 SHADES OF performance, and alertness in 24/7 operations. We will also discuss the medical meteorology courses, what do either of them MEDICAL FIRST DUE—YOU ARE THE This session will provide managers with GRAY IN ED-Q: FINDING THE MIDDLE breakthroughs in utilizing light spectrum to do for us inside the 911 center? This session AWAKE AND BREATHING— INCIDENT COMMANDER insight and tips for overcoming this major GROUND IN THE MADNESS will educate you on the information the Kevin Diluia, Ron TwoBulls challenge, how we prepared and mobilized reduce the risk of obesity, diabetes, heart WHEN THE ANSWER IS EVERYTHING Chris Bradford, Brian Dale National Weather Service offers and, using Ron and Kevin will provide an engaging our employees, and the lessons learned. disease, and cancer associated with exposure Now that the IAED has altered the pictures, videos, and real-life stories, prepare BUT "YES" OR "NO" and informative session that will leave Employees’ adjustment to new security to the wrong light at night. The widespread performance standards and is trying to you and your dispatchers for the types of Joe Tassitano participants with a strong working standards and new technologies including adoption of conventional energy efficient improve case reviews and feedback, what will calls they will receive on that one fateful day. Finding a patient's status of breathing and knowledge of fireground operations and their an IP phone system are one example. LED-based lights may be inadvertently this mean to the average ED-Q and calltaker? consciousness is critical to proper protocol role as EFDs during incidents. This session Seeking employee participation in change creating a health and productivity crisis. ECNS With the known changes to INSIGNIFICANT, selection and dispatch level. Unfortunately, will move you from the communication management was key to ensure smooth We will review solutions that leaders of and the addition of multiple new standards, WHO LIKES GOING TO THE ER? the callers’ responses are too often center to the front seat of the first due transition without losing sight of our mission. emergency services can use to mitigate the what will happen to the arguments between USING ECNS TO TREAT PATIENTS everything but "yes" or "no." The session companies at fire incidents. Ron and Kevin risks of light at night for their personnel. the stereotypical black-and-white versus the AT HOME will explore ways the calltaker can effectively will facilitate discussions regarding first in MEDICAL gray zone ED-Qs? Do the new standards help and efficiently find the status of a patient's actions of fire companies and the EFD's REPRIORITIZING EMD USING Debra Tomassetti, Jeffery Pick, or hinder these “conversations,” and what 11:30 AM–12:30 PM breathing and consciousness. The program role in fireground operations and as the first HISTORICAL CLINICAL DATA Karen Abrashkin do you need to know about the changes to will be complemented by video clips Incident Commander. Veer Vithalani, Neal Richmond VEGAS STRONG Raise your hand if you like going to the ER! workflow for both parties? Come see what is No takers? Our patients would prefer to from classic film comedy to reinforce The Medical Priority Dispatch System (MPDS) POST ROUTE 91: MASS CASUALTY teaching points. ECNS in store for you so you can better prepare for stay home as well! Come learn about a new categorizes 911 calls into Emergency Medical TRAINING FOR THE DISPATCH GETTING ECNS INTO YOUR the fights ... I mean discussions that will result and innovative approach to ECNS that is MOTIVATION Dispatch (EMD) codes based on problem CENTER COMMUNICATION CENTER and severity, with response priorities and from these changes. helping to treat patients safely at home. Our BEATING THE STRESS GAME Ashanti Gray Gigi Knight, Conrad Fivaz resources determined at the local level ECNS nurses are part of a multidisciplinary SPECIAL INTEREST We’ll discuss what changes have been Jennifer Kirkland An overview of the ECNS and its through a predetermined response matrix. In care team, working with doctors, nurse "GUESS WHAT I LEARNED TODAY?" implemented at our communication center We all know that stress is part of the 911 implementation in 911 centers. A how-to this session, we will demonstrate a proposed practitioners, and others. In this model, ECNS EDUCATING THE PUBLIC during the six months after the shooting. world. In order to beat the house and stay in guide to successful second tier triage. methodology for utilizing historical clinical is used as a frontline triage system, and Monica Dietz the game, we have to take care of ourselves, data to increase the accuracy of 911 call providers can be conferenced in to update This session will discuss the importance our peers, and our employees. This session prioritization of patients with time-sensitive care plans in real time: medications and of public education and how to get the will provide timely strategies for managing critical illness. The primary objective of this testing can be ordered, visits with providers information out there with a focus stress, improving your health, and helping is to increase the number of patients with can be scheduled, and advice can be given on developing 911 junior those you serve manage their stress as FREE BOX LUNCH time-sensitive critical illness who receive the over the phone. ECNS can be used as a dispatcher programs for well. By handling our stressful jobs and lives IN EXHIBIT HALL highest-priority ("Priority 1") response, while powerful tool to keep patients out of the successfully, we all win! your area. hospital and safely at home, where they 12:30–1:30 PM simultaneously decreasing the number of prefer to stay! QUALITY ASSURANCE & ACE Priority 1 responses to patients who do not Q 101: FROM CASE ENTRY TO have time-sensitive critical illness. FIRE WHICH PROTOCOL TO CHOOSE FOR CASE EXIT MOTIVATION A VEHICLE COLLISION? Tami Wiggins, Melissa Blessing FIRE SAY YES TO HAPPINESS Do your calltakers fully understand the Jay Dornseif RESPONSE TO VIOLENT INCIDENTS AND POSITIVITY performance standards and the expectations Matthew Huddle, Dennis Wood Kevin Willett Got a report of a motor vehicle accident? of your QIU? If not, join our session to help EMD has Protocol 29. EFD has Protocol The session will examine the National Think of the most negative, miserable, low- create a program to take back and teach Fallen Firefighters Foundation's Life Safety performing individual in your workplace. Do 77. EPD has Protocol 131. We will compare those in your center about the Q process and Protocol 29 versus Protocol 77. Then we will Initiative 12: Violent Incident Response. you enjoy working with them? Does anyone the performance standards. This is a great Through updated case study we will describe enjoy working with them? Do they sound add Protocol 131 in the mix for triple discipline tool for Q's to help bridge the gap from when user centers. Come hear the differences and historical incidents that have taken place. Our just like Roz from "Monsters, Inc."? Have certification classes end to understanding discussion will be centered around the vital they always been that miserable or have share your center's protocol use as part of incident performance reports. Help give your the presentation. role of dispatchers and calltakers. they been allowed to be that way? Stop the calltakers a firm foundation to build on. madness! Kevin has a train filled with LEADERSHIP LEADERSHIP ideas on how to turn the negative SPECIAL INTEREST INTRODUCTION TO COMPASSION HOW TO TRAIN YOUR DRAGONS! BAD MOON RISING IN DISPATCH attitude folks around. Pride, EDUCATION: MINDFUL TOOLS passion, kindness, service, and Rahul Maharaj, Monica Alcantar Kirk Michael Thompson, Gary Galasso TO ADDRESS BURNOUT AND staying "mission driven" will Dragons! Mythical beasts or people in your This is an examination of the ever-evolving all be discussed in this fast- communication center? In this animated and role of the dispatch center and the COMPASSION FATIGUE paced, information-filled fun session, we take the hit movie “How to telecommunicator in what can be truly “time Erica Snyder, Amanda Mahoney session. Demonstrating and Train Your Dragon” to the dispatch level and critical” incidents. We will look at what can We will explore the basics of Compassion expecting greatness is the relate it to your training programs. Do you happen if protocol and process are not Cultivation Training (CCT) and describe first step, and coaching have a Hiccup or Fishlegs? Have you tried followed in critical situations and offer a new how it is designed to develop the qualities and encouragement pave to match them with a Toothless or a Terrible view of what the “solution to the problem” of compassion, empathy, and kindness for Terror? Whether or not you watched the hit can be in those situations. We will answer the oneself and for others. As cited by CCARE, the road to success. Then we add movie (we won’t hold it against you if you question: Is the response and arrival of units CCT integrates traditional contemplative a dose of haven’t), this session will help you expand always the benchmark solution? practices with contemporary psychology your knowledge base of the essential roles and scientific research on compassion. The of the CTO/trainee. And it will assist in STRESS MANAGEMENT program was developed at Stanford identifying various methods to overcome DEFUSING THE STRESS BOMB University by a team of contemplative training obstacles. So grab your shields and Michael Spath, Garrett Shotwell scholars, clinical psychologists, join us in the Great Hall for an energetic Compassion fatigue and burnout are and researchers. training session that will add new tips and common terms in the PSAP these days but tricks to your own Book of Dragons! compassion satisfaction and self-care? Not so

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ALL IN! successfully embracing the change, creating SPECIAL INTEREST ECNS MOTIVATION laws and calltaking processes have also GRACE UNDER PRESSURE: PEAK opportunities from challenges, and leading THE GREAT CASINO HEIST CLINICAL SUPPORT AND ECNS— NEW EMPLOYEE TRAINING AND evolved because of some of the outcomes. PERFORMANCE WHEN IT MATTERS the way Into the Great Wide Open! Kelly Smith, Leslie Janzen AN INTEGRATED SYSTEM PROBATIONARY MONITORING I will then speak about the AMBER Alert MOST Upon arriving at the Opening Session of Peter Rose, Jennifer Rose Lena Grubb, Angela Adams system and move on to a review of a protocol MANAGEMENT and website review. I will end with an Mark Turner 10 TIPS TO BECOME A NAVIGATOR, there is a buzz about a casino Nova Scotia needed a prehospital solution This session will help you understand the heist that took place at the Aria overnight. emphasis on how all calls for missing children In this session participants will understand BETTER MENTOR for increased hospital delays, overcrowding, methodology behind the development of the physiological process of stress and Everyone is wondering who could pull and increased emergency call volume. The a multi-discipline training system based should undergo the QA process. Anthony Guido pressure’s negative impact on performance. off such a feat and if they will be caught. Clinical Support Desk was created as the on benchmarks measuring knowledge You have crested the almighty challenge of STRESS MANAGEMENT Stress mitigation and management Intrigued? If so, we are going to teach you first step to involve a clinician in operational and skills in new PSAP employees. It will career development: You are now a leader in JACKPOT FOR YOUR HEALTH techniques will be presented throughout how to incorporate elements of an escape decision-making. We are now in the midst also demonstrate the method to monitor your organization. You have employee buy-in, Amanda Dominguez, Claudia Martinez the presentation with one goal in mind: room into your training to engage staff, of the second phase, integrating ECNS. This probationary employees using supervisor compliance is in control, and your ship seems In our profession, sitting and answering the Achieving individual peak performance increase material retention, develop team presentation will share what we do, how we observation and employee feedback. to be sailing in the right direction. However, phone for extended periods of time is the when under the greatest pressure with the building, and ultimately have fun while developed the program, how it is integrated There will be a discussion of effective something is missing. Employees are looking norm. In this session, you will see suggestions highest stakes. Incorporating deliberate learning. Come to this session to see if you with communications and field operations, uses of mentoring plans and performance to you for advice, direction, and tips and on how to stay active and eat right all while stress into training, especially at a can master the clues to catch the thief. and finally, where we plan to go in the future. enhancement to guide trainees back on track. tricks, and you are struggling to keep up. at work. foundation level will also be discussed You will learn to understand your agency's Spend some time learning skills to keep you 1:45–2:45 PM FIRE standards and know when to recommend/ ECNS ahead of the mentee demand while moving EFD PROTOCOL VIDEOS— end a training session or probationary period. the mark with your employee engagement. 365 DAYS—ONE YEAR USING ECNS VEGAS STRONG THE WHOLE STORY IN AUSTRIA Ron Richard QUALITY ASSURANCE & ACE MEDICAL THE ROLE OF THE CRITICAL 10 DO'S AND DON'TS OF Q: Christian Fohringer, Christian Laucher ASK THE SCIENCE GUYS INCIDENT STRESS MANAGEMENT A review of the videos presented at your certification class. A review of PROGRAM MANAGEMENT EDITION In Austria we have now been using LowCode Brett Patterson, Jeff Clawson, M.D. TEAM FOLLOWING THE ROUTE 91 what had happened then compared to Michael Spath, Anthony Guido for one year. This presentation will show you Do you have a question about the science MASS CASUALTY what is happening now. In case it was a There are no shortcuts to protocol all the data for what we have done and found behind the MPDS Protocol? Now is your Charlotte Gentry, Angela Leath short presentation, now learn additional compliance or proper quality assurance. out since using ECNS. Also, we will look into chance to ask Dr. Jeff Clawson and Brett the future and decide what our strategies Hear how the Critical Incident Stress information that could help you understand Join us as we discuss the pitfalls and GOING GREEN Patterson your burning questions. Come Management team for the Las Vegas must be going forward. just what happened. obstacles that stand in our way and how to DOWNLOAD THE NEW prepared to get answers from the experts. Combined Communications Center reacted turn them into opportunities for excellence in to the crisis and the lessons learned from the MANAGEMENT NAVIGATOR APP FIRE MOTIVATION your Q program. event. They will also discuss how they are ZERO PERCENT TURNOVER: HOW AVAILABLE FEBRUARY 2018 NFPA STANDARDS UPDATE THERAPY DOGS MAKING A POSITIVE using therapy dogs to help their staff recover THE BEST 911 LEADERS KEEP THEIR SPECIAL INTEREST Jay Dornseif DIFFERENCE IN 911 NFPA 1221 and NFPA 1061 address from the tragedy. BEST EMPLOYEES MISSING CHILDREN— Mark Reavis operations and professional qualifications Adam Timm BEST PRACTICES This very interactive and engaging session ALL IN! for telecommunicators and their centers. The people in your PSAP are your most Kevin Diluia, Erin Eaton will focus on the different kinds of "working STRENGTH FINDING: HOW TO Come learn about the current edition of each valuable resource. Studies show that eight The session will begin with some dogs." So many people easily confuse service standard and upcoming changes that may PROVIDE STRENGTHS-BASED out of the Top 10 stressors at the PSAP have statistics in regard to missing dogs, emotional support dogs, therapy affect your center. LEADERSHIP IN THE COMM. CENTER nothing to do with the work itself, and most children in the United dogs, etc. I will discuss the significance of Kim Rigden of these stressors reflect poor leadership. If States. I will continue by deploying therapy dogs into centers to LEADERSHIP VIA Character Strengths can be used to much of the stress felt by the front line can highlighting some help bring joy and smiles to the faces of our INTO THE GREAT WIDE OPEN help you address a variety of challenges be lessened or eliminated, why aren’t leaders cases through unsung heroes. All it takes is a person willing Jim Lanier within your comm. center such as taking immediate action? Many managers the years of to devote time and energy—and a good dog! The modern PSAP is in a state of rapid strengthening employee-employer and co- would like to but aren’t sure what specific missing From mixed breed to pure bred, all it takes transition! Evolving technology platforms worker relationships, managing problems, actions will make a difference. Based on case- children is a dog with an excellent temperament. such as Next Generation 911 and the “Internet reducing stress, boosting confidence, and study interviews with inspiring center leaders and how I will discuss research/studies as to the of Things” bring amazing potential for accomplishing goals. Come learn how the across the country, this presentation outlines significance of having a "center dog," as it increased service capabilities. In addition, our science of Character Strength can improve the power of a people-oriented approach. has many benefits. The research is clear—it workforce is increasingly diverse, especially your workplace and make you happier at Learn how one center even met their goal of lessens depression, reduces anxiety, lowers as we bring greater numbers of the millennial work and at home. For the most meaningful zero turnover! generation on board. This session blood pressure, and improves circulation and learning experience complete the free VIA will explore respiratory function. Our 911 professionals survey at https://www.viacharacter.org/www/ MEDICAL function much better when they are happy! Character-Strengths-Survey and bring your SYSTEM ABUSE: A SYSTEM RESPONSE Therapy dogs are a win-win for all, increasing results to the session. Charles Stewart, Chris Holloway productivity and efficiency for these "first," We will identify different techniques to deal first responders. This session will make all in with the growing issue of system abuse. attendance feel happy as it is motivational! Ranging from field and patient educa- COMM. CENTER TOUR tion to alternative response modes and WEDNESDAY, APRIL 25 available resources, the goal of this REGISTER ONLINE session is to equip you to identify and LIMITED SEATING implement similar strategies to better serve your patient population.

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22 ALL•IN NAV2018 navigatorconference.org ALL•IN 23 WEDNESDAY | APRIL 25 WEDNESDAY | APRIL 25

3:15–4:15 PM PAR, PASS, what they mean when heard, and implementing protocols in your center and LEADERSHIP MEDICAL QUALITY ASSURANCE & ACE a discussion on reducing EVC going to/from moving to new disciplines of protocols, how THE SCIENCE OF PERSUASION ADVANCED SEND PROTOCOL 38 RADIO QUALITY ASSURANCE—THE ALL IN! calls. The presentation will conclude with to identify morale issues while establishing a Eric Parry, Jaci Fox Bonni Stockman, Darren Judd MISSING PIECE OF THE QA PUZZLE IMPROVING CARE FOR CALLERS review of actual FF fatalities, listen to call team atmosphere, and policy development/ The science of persuasion—what is it and how Introduction of Advanced SEND Curt Peddicord, Ariana Kitty EXPERIENCING MENTAL HEALTH audios, and critique the role communications administration regarding protocol use. Be does it work? This session delves into really Protocol 38 for both EMD and officers. Does your center already have an established CRISIS AND SUICIDE RISK played in outcome. Speaker will promote a part of this engaging session and gain what makes us tick—including our passion for The presentation will introduce and QA program? If so, your center may only use of ride-along programs for both new information that will assist in bringing your success, achieving our personal dreams, self- demonstrate both the implementation and focus on EMD, EFD, and/or phone call Charlotte Anderson dispatchers and firefighters. organization to the next level. Protocols for bleeding, fire, burglary, and actualization, and self-esteem. Come to this use of the Advanced SEND Protocol 38 that reviews. What about the missing piece even childbirth are clear. They provide MANAGEMENT SPECIAL INTEREST session and get the latest lowdown on how is incorporated in ProQA. of reviewing what is transmitted over the we think and look at ourselves. radio? Did you know there is a national situation assessment, attendance to the GENERATIONAL DIFFERENCES— THE LONG 8 SECONDS MOTIVATION standard that is “an attempt to establish injury, and guidance for safety while help is YOU'VE GOT TO BE KIDDING! Zerena Duhaney, James Gummett MANAGEMENT EVERYTHING I LEARNED IN a long overdue quality assurance and dispatched. What about callers experiencing Attend this session to gain a greater Eric Parry, Jaci Fox CTO BEST PRACTICES: HOW TO KINDERGARTEN APPLIES TO THE improvement process to all of America’s a mental health crisis and potential risk of understanding of the Breathing Verification Guess what, folks? We have a brand new TRAIN THE ADULT LEARNER CALL CENTER 911 telecommunicators to ensure calltaking suicide? Are we prepared to provide the Diagnostic. We'll talk about the signs and workforce that is unlike anything we have Ryan Chambers Kevin Pagenkop, Terri Pagenkop and radio dispatch actions are delivered best care for this kind of emergency and sounds of ineffective breathing and discuss seen so far. This panel-style session debates During a one-hour training session, we will Our employees are the engine that drives at the highest possible standard”? While hurt? Calls for help involving mental health why EMDs are reluctant to believe the patient generational differences with representatives revisit and refresh the minds of your CTOs. the machine. Without routine maintenance, consistency and standards are important for issues and suicide risk are increasing. Tragic is not breathing properly. Leave this session from three decades and is sure to generate a As the greatest initial influence of new the machine no longer functions at peak calltaking, the same consistency is crucial for outcomes coupled with growing awareness with increased confidence in using the tool. lively discussion on how things have changed telecommunicators and as a representative performance. Providing recognition, valuing our first responders. Join a 15-year veteran of mental health has intensified the spotlight over the years and what to expect from your STRESS MANAGEMENT of your agency, we will discuss the vital your staff, and investing in the culture of your and an in-house QA specialist as we explain and the call for greater care. That care starts future employees! with us as the "first, first responders.” SUPERHERO ACADEMY OF role of setting the standard and direction center is easy—we learned how to do this the steps our center took to create and MEDICAL EMERGENCY DISPATCH of your communication center. From as children. As the stressors of difficult calls, implement a successful RQA program. ECNS the first orientation, including phased poor leaders, or toxic personalities begin MPDS VERSION 13.1—AND BEYOND! Brianne Nelson, training, documentation, and grading, we to affect us, it’s common to just accept the ECNS ACE AND CONTINUOUS Dr. Jeff Clawson and Brett Patterson Michael Henderson will work through proven best practices negativity that is present. As everyone has QUALITY IMPROVEMENT: GROWTH, Every new version of the protocol represents In a world of good and evil ... a dispatcher from experienced CTOs and supervision. a role maintaining the atmosphere of the CHALLENGES, SUCCESSES hundreds of PFCs, thousands of hours ACE RECEPTION must choose. They must decide when Training adult learners is always a challenge, workplace, join us as we review what works, Elaine Messerli, Debra Aschenbrenner of work, and the input of dedicated INVITATION ONLY entering this demanding profession adding the factors of a high-stress work what to do, and how to do it—and with a I will be discussing ECNS ACE and re-ACE, professionals from around the world. Yet 7:00–9:00 PM whether they will be triumphant or they environment, the challenge reaches nearly minimal budget! growth of the program regarding volume and every time, there are still questions left to SPONSORED BY: will be vanquished. Do you feel like another impossible levels, all while meeting the needs quality, challenges using ECNS with quality answer and new directions to discover. Come personality emerges the minute you walk into for adult learners while also meeting the outside of AQUA, and successes. find out what went into the development of the comm. center? Instead of accepting that needs and demands of a successful CTO FIRE the MPDS v13.1—and where the protocols are personality as self-conscious, angry, or burnt Training Program. FIREFIGHTING 101 FOR DISPATCHERS heading in the future. out, why not intentionally create an alter ego who’s a version of you that is as powerful as Stephan Bunker MOTIVATION the superheroes we really are? We really are This session will emphasize the importance SHIFTWORK—HOW TO CREATE A of educating dispatchers on understanding like caped crusaders that fight crime, solve the fire service they dispatch for and how HEALTHIER, HAPPIER, AND MORE mysteries, and rescue people in distress! Yes, they can better support their needs on the EFFICIENT WORKPLACE heroes still have fear and self-doubt, but we’ll fire ground. It will teach how to enhance Garrie Wright, Bill Davis get you started on the ultimate hero’s journey firefighter safety, better understand tactics This presentation is designed to provide through your career. Our presentation will and strategies, and gather information the audience with a high-level overview show you how to identify your individual CELEBRATING needed in decision-making. It will also of current research and trends related to powers, defeat villains, and gather a team of include the basics of firefighting, tools/ shiftwork. We will also discuss how the sidekicks so that you burst back into your AROUND THE WORLD equipment/vehicles, and terminology used leaders of emergency services can mitigate career as the superhero self that may be lying on fire ground, which is heard on tactical these issues using Fatigue Risk Management dormant inside you. The choice is yours; the channels. There will be a discussion of Systems (FRMS) techniques and tools. destiny is yours ... choose wisely. Mayday calls, QUALITY ASSURANCE ACE & ACE 4:30–5:30 PM ZERO TO SIXTY: FROM ALL IN! SCAN IN! IMPLEMENTATION TO MEDICAL LEGAL CASES TO GET YOUR CDE CREDITS ACCREDITATION (Scan your badge in your classroom) Jeff Clawson, M.D. Ron TwoBulls, John Ferraro Interested in learning about legal cases Ron and John will guide participants on the relating to medical calls? Come hear path from implementing protocols what's gone wrong and what's happened in your organization to afterward. Using MPDS correctly protects becoming accredited. communication centers from becoming the In this session they next legitimate legal case. will facilitate discussions FIRE regarding FPDS VERSION 7—AND BEYOND! Gary Galasso and Mike Thompson Every new version of the protocol represents hundreds of PFCs, thousands of hours INVITATION ONLY of work, and the input of dedicated professionals from around the world. Yet 7:00–9:00 PM every time, there are still questions left to answer and new directions to discover. Come find out what went into the development of WEDNESDAY, APRIL 25 the FPDS v7 – and where the protocols are heading in the future. International Academies of Emergency Dispatch SPONSORED BY: 24 ALL•IN NAV2018 THURSDAY | APRIL 26 Two weeks that will change your life... SPECIAL INTEREST YOU'RE A SUPERVISOR ... NOW WHAT? grown up in 911 and has some insight and CROSS-BORDER EMERGENCY Jennifer Siracusa surprising suggestions to offer. DISPATCH—COOPERATION IN Interactive, fun, and light class teaching new QUALITY ASSURANCE & ACE DISPATCH TO INTERNATIONAL and present supervisors about the learning ACE FORUM: TIPS AND TRICKS PUBLIC HEALTH PROJECTS curve of becoming a new supervisor in the communications world. Learning how to FROM BOARD OF ACCREDITATION Susanne Ottendorfer, Siegfried Weinert REVIEWERS During the last two years, EMS dispatch handle the senior operator and brand new Kim Rigden across the international border between operator that were your friends yesterday, Do you want your agency to join the best of Austria and the Czech Republic has turned now that you're the boss. Teaching that the best and become ACE, but you're not from an exceptional event into regular training needs to be sought after. Learning sure how to do it? Are you feeling excited, business. But there still are some challenges your career is what you make it. Shows nervous, overwhelmed, or not sure if it is and a lot of potential to optimize the dispatch available training opportunities. possible for your agency to become re- process and the EMS operation itself. Also, our MANAGEMENT accredited? Of course you are! Come get all eastern neighbor Slovakia is showing interest "EMERGENCY RULE? WE DON'T the tips and tricks on how to become and in a similar cooperation—not only on the level NEED NO STINKING EMERGENCY maintain ACE from the experts (Board of of rescue services but also in a cooperation of Accreditation reviewers and the Associate hospitals on both sides of the border. RULE!" Gary Galasso Director of Accreditation). In this session STRESS MANAGEMENT Emergency Rule is a legally defendable they will give you secrets to becoming ACE FROM DISPATCH CHAIR TO 5K AND procedure allowing for altering the dispatch and creating an amazing ACE or re-ACE BEYOND (PART 2) routine and emergency activity when application. This is an interactive session so bring your questions! Rahul Maharaj circumstances dictate. It is surprising the In 2015 we talked about beginning number of 911 centers that do not have or are TECHNOLOGY & OPERATIONS techniques to help take a dispatcher from the even aware of the importance of this critical I DIDN'T KNOW ProQA COULD policy and procedure. The presentation will dispatch chair to a healthier lifestyle (running DO THAT! 5Ks, etc.). In this fun and engaging session, show how to establish this in your center. Art Braunschweiger we will build on the topic and talk about how MEDICAL ProQA Paramount medical has become to continue on the path. What other avenues SUPPORTING FIRST RESPONDER increasingly sophisticated, yet many of are there for a beginner? Have you thought its features, functions, and pathways are about starting a running club? Hosting a 5K AGENCIES WITH AMPDS forgotten over time. Do you know what the to benefit your local charity? Or even your Jonathan Humes Complete Obstruction button is? When you ...without having to learn dispatch center for dispatcher week? What With the evolving sophistication of should and shouldn't use the Maintain and keeps us engaged and avoids the dreaded Medical First Response agencies in Nova Monitor button? Or when you'll still ventilate burnout? Come learn about programs Scotia in response to such emerging even though your agency has opted for offered throughout the country to help you public health issues as opioid overdoses, a new language. Compressions-Only CPR? Join us as we take succeed in these ventures! EHS Medical Communications Centre has been tasked with providing clinical you through a tour of the not-so-well-known support to these agencies. A progressive areas of Paramount medical, plus how to 8:00–9:00 AM Medical Oversight system sees the MCC handle challenging scenarios when calls providing clinical support through built- take an unexpected turn. Trainers will also ALL IN! in Pre-Arrival Instructions in AMPDS for get strategies for teaching everything in this TACTICAL ON THE FLOOR naloxone administration, EpiPen use, and session at their home agencies. Rebekah Bidermann, Leslie Whitham AED troubleshooting, to name a few. Since dispatchers are the first, first The case is made for expanded training 9:15–10:15 AM responders, especially in a crisis situation, of communication officers rather than Register by December 18, 2017 and save $200 on the Spring Course! we, as line dispatchers, have the unique attempting to train extensively over 3,000 VEGAS STRONG opportunity to provide intelligence and people spread over a vast geographic area. ROUTE 91 INCIDENT COMMAND tactical support from the moment of Clark County Fire Battalion Chiefs The Communication Center Manager SPRING Course Location: Embassy Suites KCI Airport the first 911 or radio call. This class will MOTIVATION The Clark County Fire Department will introduce analytical tips specific to dispatch/ GROWING UP 911—PERSPECTIVE OF Online Begins: February 5 7640 NW Tiffany Springs Parkway | Kansas City, MO 64153 discuss the Incident Command of the Route communications/calls for service as well as A 14 YEAR OLD 91 shooting. Onsite Week 1: March 4–9 | Onsite week 2: May 6–11 816-891-7788 tactical dispatching techniques that can set Chloe Porter, Christine Bannister the tone for how a critical incident is handled. Are you having a hard time managing work and family life? Do you struggle with not HUMAN RESOURCES being able to see your kids because of your WORKING ON A FULL HOUSE crazy work schedule? Have you ever felt SPRING Course Costs: EARLY REGULAR Kevin Willett guilty after you missed a birthday party, CCM Course $2,310 $2,510 There is a worldwide need for emergency a soccer game, or even Christmas communications professionals. Almost morning? If you said yes to ACE Accredited Organization* $2,195 $2,385 every center is short staffed and the "baby any of these, then head boomers" are counting the days until * ACE registrants receive a 5% discount off of the cost of the course – Presented by: to this session to Fitch & Associates on behalf of IAED™ retirement. Learn 10 things that every hear Chloe, a subject to verification. Enter discount code ACE2018 on the payment page. dispatch center can do to increase the hiring 14 year old pool, expedite the hiring process, and find who has Must be paid in full by December 18, 2017 to receive early pricing. the best people. There are proven ways to find, recruit, hire, and train fantastic people. But you need to understand generations, motivations, and what applicants are looking for. This session will be packed with useful ideas and agency success stories! International Academies of Emergency Dispatch LEADERSHIP Online registration for the 2018 course is now open. Go to www.emergencydispatch.org/certccmcourse or call Sharon Conroy

26 ALL•IN NAV2018 at (816) 431-2600 for more course curriculum and registration information. THURSDAY | APRIL 26 THURSDAY | APRIL 26

ALL IN! for partner agencies. This class will MOTIVATION 10:30–11:30 AM MEDICAL Find those ACEs you need and double THE FORGOTTEN STANDARDS: describe how the PSAP can provide data IT'S NOT YOU, IT'S ME: BREAKING UP HEART ATTACKS AND down on confidence with this session for REVALUING CUSTOMER SERVICE and information that better informs their WITH NEGATIVITY ALL IN! ALL THAT JAZZ all things Q's need to stay engaged in daily AND WHY IT’S VITAL response partners. PSAPs and their partners Elizabeth Poole THE POWER OF WORDS—IT'S NOT Barbara Ireland, Merry McSwain QA/QI goals. It starts with you here at both win from having this communication NAVIGATOR 2018. Kevin Pagenkop, Teri Pagenkop Do you find yourself getting frustrated with WHAT YOU SAY IT'S HOW YOU SAY IT Heart attack, congestive heart failure, path open and productive. Mention "customer service" and you're often constant negativity in your communication Tami Wiggins, Melissa Blessing hardening of the arteries, cardiac arrest—are met by groans and heavy sighs. Why? Why MANAGEMENT center? Feeling like co-workers are not Do you understand the power of words and you familiar with these terms but don’t really is this component of providing emergency IMPLEMENTING STATEWIDE pulling their weight? Have you ever said, the importance of not only what we say but understand what they mean? Are a heart attack and a cardiac arrest the same? And GOING GREEN service so often neglected? This session will TRAINING AND PROTOCOL “Administration has no idea how hard how we say it? This session is designed to we work”? What if your negativity could just what are risk factors for developing DOWNLOAD THE NEW highlight why the application of effective LEGISLATION discuss the importance of quality feedback customer service and caller management be changed to positivity? This instructor to a successful QA/QI program. It will help problems with your heart and the signs and NAVIGATOR APP techniques is vital. The IAED Customer Stephan Bunker discusses the negative feelings felt from identify how to bridge the gap from QA to QI symptoms of a heart attack? What does AVAILABLE FEBRUARY 2018 Service Performance Standards will be This presentation will provide the audience those working the phones and radio as by providing the insight and skills necessary aspirin do, why is it important to take it early, reviewed with a focus on understanding how with successful experiences from Maine and well as from the administrative side. We for all ED-Qs. This session will review the and why is information from the 911 call best to QA these items, the most effective other states in the adoption and funding of will look at the power of owning negativity importance of giving good customer service important for the hospital to know? All of this TECHNOLOGY & OPERATIONS way of providing development feedback, and statewide protocols and training standards and overcoming it, while finding a balance to our own people through our choice of and more will be explained in layman’s terms CYBERSECURITY AND THE for public safety dispatchers. Learn the methods to get your dispatchers engaged with getting the job done and moving past words. We will review the basics of feedback so that you will have a better understanding COMMUNICATION CENTER critical steps and elements necessary to uncomfortable situations or interactions. of it all. and compliant. In today’s culture of social and go through exercises to learn how simple Tom Somers write, promote, and pass legislation at the After this class, you just might find there is no media and transparency, customer service word choices can make a difference. The 911 system and emergency call centers state level. Topics will include: understanding longer a need for pointing fingers at others MOTIVATION isn’t a catchphrase—it’s the expectation of around the country are considered high- the public. the legislative process, drafting legislation for for creating negativity in your workplace. HUMAN RESOURCES MAKE THE POSITIVE SHIFT: PROVEN consideration, recruiting stakeholders, tips COMM. CENTER FIRST AID: NATURAL TOOLS TO BOOST MORALE AND value infrastructure targets and are therefore HUMAN RESOURCES on offering testimony in front of legislative POLICE REMEDIES FOR A HEALTHY MOTIVATION vulnerable to cyber attacks. In an article in The Hill, NENA reported more than 200 LEADING BY EXAMPLE! committees, sources for model legislation, "WE JUST WENT LIVE WITH THE DISPATCHER Adam Timm funding options, lessons learned following 911 call centers have been hacked. This Tiffany Good, Nicole Kotak PPDS—NOW WHAT?" Brianne Nelson Low morale and lagging motivation can passage, and necessary care to ensure presentation will expose the vulnerabilities of How do you prepare and retain your Dave Warner, Bob Pastula, Dirty consoles, cold and flu germs, and strike even the telecommunicator most continued success via quality assurance NG911, types of attacks, and how to minimize employees? Are they committed to making Chris Knight no time to get up and stretch or go to the passionate about their job. Without self programs. A sample checklist will be offered. their impacts on the communication centers. Emergency Medical Dispatching their lifelong So you just implemented the PPDS and are bathroom! No one would argue that our work awareness and regular check-ins, the daily Follow Maine in their statewide EMD and EFD career? Are you committed to making getting a lot of feedback from calltakers environment couldn’t be improved. But in the challenges can begin to take their toll. In this protocol success story! Emergency Medical Dispatching their lifelong and dispatchers who “don’t like it!” You meantime, what are some of our best rescue high-energy, interactive breakout session, 11:45–12:45 PM career? The backbone of any organization is are also hearing from field supervisors and remedies we can use during those long shifts participants will learn proven tools for feeling MEDICAL ALL IN! the people on the front line. Success depends THE DUTCH WAY IN AMPDS: BACK TO responders asking, “What is this? Why are when we feel a bug coming on, are feeling good every day so they can get the most out on engaging and managing the talent and of the day. They’ll leave this presentation with WILD AND CRAZY POLICE CALLS THE BASICS we asking these questions?” This session exhausted, or just want an attitude pick-me- potential of the workforce. This session will will discuss how to address and overcome up? Natural remedies are very popular right 10 actionable techniques that you can use to Eric Parry, Jaci Fox Martien Boerwinkel showcase the vital role mentors play in an employee and field anxiety sometimes now, but some are particularly suited for our have their best week ever, every week. Laugh, Here we go again, folks: more wild and Using AMPDS is just like driving a car. In agency and outline why having a certified associated with becoming a PPDS user. environment and stressors. give high fives, set inspiring goals, and create crazy police calls! This session focuses on mentor program is so important. the beginning, you have to take driving healthy boundaries for inner and the challenges of caller management in lessons and learn by following the rules and TECHNOLOGY & OPERATIONS LEADERSHIP outer success. various police-centric predicaments. Learn an LEADERSHIP instructions exactly. It’s necessary to create EMERGENCY COMMUNICATION 4.0— CULTURE: THE HIGH-STAKES GAME assortment of leadership principles that will POLICE PSAP's ROLE IN PERFORMANCE a solid base. Later on you become more IS OUR BUSINESS READY FOR STATE- Jennifer Kirkland help you and your co-workers do a better job IMPROVEMENT FOR PARTNER familiar with the concept of driving. The OF-THE-ART TECHNOLOGY? Your organization’s culture will affect POLICE CDE CREATION AND of managing callers. If you want some serious principles of driving are second nature, and AGENCIES Markus Putzenlechner, everything: your people, your customer IMPLEMENTATION insight on how to deal with adrenaline Dennis Wood, Matthew Huddle you can drive the car more easily. Dutch service, your productivity, your retention, and Krista Neilson, Wendy Rung flowing and heart pumping action calls, this 911 callers want an empathetic dispatcher Ing. Christof Constantin Chwojka PSAPs are generally the first step in the Smart technology, acquired data, and digital your reputation. It’s the highest-stakes piece Upon completion of this session, attendees session is for you! and are used to telling much information to greater response process. The quality and information can influence the way we work of your success: Don’t gamble on it! Learn will be able to generate ideas and plans the dispatcher. It’s the Dutch way of calling reliability of data that comes from within as a communication center. Many centers are how to deliberately design your culture, tips to create their own police-specific CDEs. 911 (112). So we have to deal with that. those data systems should be applied to facing problems with the integration of new and tricks for promoting a positive culture, Attendees will be able to use the examples It is our challenge to create a smooth daily operations and strategic planning technology. An emergency call is still just an increase employee engagement, and beat the we provide as inspiration to make CDE conversation that includes the AMPDS audio phone call. Every smartphone—or any retention odds! lessons and training sessions that meet their Protocol standards. That seems to be other "smart" device in our daily life—keeps agencies' specific needs. difficult, but we discovered it isn’t. After MANAGEMENT important information in the context of a year of struggle, we found the answer QUALITY ASSURANCE & ACE emergency situations. Christof Chwojka and CONSOLIDATION OF A CERTIFIED by going back to the performance WHEN ODDS ARE AGAINST CHANGE Markus Putzenlechner, two leading experts DISPATCH CENTER WITH A NON- standards of AMPDS. This is a workshop in Emergency Communication and Medical CERTIFIED DISPATCH CENTER: Ronald Shiner, Anthony Guido about acceptable clarifications or Informatics, will assess some of the major OVERVIEW VIENNA When protocols, standards, and priorities enhancements, obvious answers, conditions for technical development as well change it's important to keep your staff calming statements, and Aleksandar Djurdjevic, Jürgen Emler as its status quo. An aim of their presentation This session is about the consolidation ready to embrace and shift with the common sense. is to point out how a contemporary approach of a certified dispatch center and a non- odds. Conquer resistance, communicate of integrating technology could be done. certified dispatch center and will discuss: the effectively, and celebrate your Furthermore, they want to show what can be beginning stages of planning and training success as you stack your done with all the acquired data. employees; purchasing a new emergency deck and beat the odds control system; EMD training for new against the house. employees; and implementing ProQA and COMM. CENTER TOUR AQUA. In the process of making two dispatch THURSDAY, APRIL 26 centers into one, we had some problems, like starting with one quality manager and REGISTER ONLINE trying to integrate two different workflows LIMITED SEATING while also implementing a new emergency control system.

28 ALL•IN NAV2018 navigatorconference.org ALL•IN 29 CLOSING LUNCH THURSDAY | APRIL 26

HUMAN RESOURCES MANAGEMENT QUALITY ASSURANCE & ACE BABY BOOMERS IN THE SHARING THE LOAD CATCH THEM DOING IT RIGHT: COMMUNICATION CENTER: Zerena Duhaney, James Gummett HOW TO REVOLUTIONIZE YOUR QA/ THE SILVER LINING How do you cope when the number of calls QI PROGRAM AND STOP HATING Robin Chamberlain, Leslie Janzen is greater than the number of resources? YOUR JOB Recognizing the challenges faced by the Can you send a resource to every call? Do Kim Rigden, Brian Dale "baby boomer" generation in a rapidly you sometimes have to deal differently? And Do you find it easy to pick out every error on changing and technologically advanced 911 does the time of day affect anything at all? a call review but struggle to find meaningful dispatch workplace and how management MEDICAL positive things to say? Do your emergency can help their employees meet those USING MPDS INTELLIGENCE TO dispatchers misunderstand what you are challenges. Discussing solutions to recognize MANAGE RESOURCES doing? Are they negative, stressed-out, the "silver lining" of their experience and frustrated, and underperforming? Do you knowledge and providing opportunities Ross Rutschman, Ken Hotaling feel beat up as the ED-Q? If so, you are not to help them continue to grow with the Are your current response assignments using alone. ED-Q has become something it was changing profession. your resources efficiently and effectively? never intended to be: deviation driven and Are you using the MPDS software to its full deficit focused. Come and learn from Brian LEADERSHIP capabilities? This session is going to give you and Kim what Q is meant to be and how to WHEN ELVIS HASN'T LEFT THE ideas on ways to manage your resources and create a QA/QI program that focuses on BUILDING: TRANSITIONING how to use the software to achieve this. what is working well and the great things FROM DISPATCH CHAIR TO THE MOTIVATION the emergency dispatchers are doing. It is SUPERVISOR'S OFFICE WELLNESS FOR THE FIRST, possible to improve performance, morale, Michael Henderson FIRST RESPONDER and learn to love your job again. Come and When you finally get promoted to supervisor, find out how it is done. Christine Bannister "Suspicious Minds" start treating you like Lethargic, sassy, and short-tempered "(You're the) Devil in Disguise." Using TECHNOLOGY & OPERATIONS dispatchers? Then this is the session for simple strategies to help gain and maintain COMMUNITY PARAMEDICINE: you. "I'm so tired of working back-to-back credibility, share your vision with the team, TRANSFORMING SILOS INTO 12-hour shifts!" "She just had 2 CPR calls and develop a long-term game plan within TEAMWORK and a suicidal all in one week." Any of this this new role, you and your team will be Debra Tomassetti, Jonathan Washko, sound familiar? Mandatory OT crashes onto able to move past obstacles to establish a a shift already drenched with stress. The Michael Guttenberg, Karen Abrashkin collaborative and fun working environment. expectations increase while staffing numbers In a health care environment that can seem Why check in at "Heartbreak Hotel" when decrease. And all on continued tensions increasingly fragmented, how can we design you can ease into the leadership role with surging through the country. The thin gold a system that delivers outcomes that matter less friction and more positivism? Soon, you line is stretched tight and taut but holds to our patients? Northwell has embarked will all be singing "Viva, Las Vegas"! strong ... for now. Proactive education is the on an innovative community paramedicine best way to equip and prepare emergency model to break down traditional silos dispatch staff to recognize and manage between EMDs, paramedics, nurses, and stress. Learn tips and tricks to combat physicians and has transformed care for multiple types of stress and how to see stress a vulnerable, chronically ill, homebound as a positive motivator in and out of the population. Come learn the principals of dispatch center. this team-based program that have led to overwhelming patient satisfaction and POLICE professional fulfillment for EMDs, paramedics, PPDS VERSION 6—AND BEYOND! nurses, and physicians! Dave Warner and Chris Knight Every new version of the protocol represents hundreds of PFCs, CLOSING LUNCH thousands of hours of work, TICKETS: $15 and the input of dedicated 1:00–2:30 PM professionals from around the world. Yet every time, there are still questions left to answer and new directions to discover. Come find out what went into • KEYNOTE SPEAKER: the development of the PPDS v6 —and MACK DRYDEN where the protocols are heading in the • DR. JEFF J. CLAWSON future. LEADERSHIP AWARD • ECN OF THE YEAR AWARD • RESEARCH POSTER WINNER PRESENTATION

*TICKETS $15 OR INCLUDED WITH FULL CONFERENCE PASSPORT navigatorconference.org ALL•IN 31