2018 Educational Sessions

2018 Gulf Coast 9-1-1 Conference

October 14-17

Education Sessions – Schedule


MONDAY, OCT. 15, 2018


8:00 – 9:30     Grand Ballroom

Opening Session

Everyday Superheroes

Presented by: Adam Timm

In this inspirational and uplifting session, Adam Timm features the stories of 9-1-1 superheroes from across the Gulf Coast area, and shares essential tools for how to thrive in this rewarding profession.


1:00 – 1:50 pm     Salon ABC

What is an Emergency Rule …and why does your agency need one?

Presented by:  Gary Galasso

Emergency Rule is a legally defendable procedure allowing for altering the dispatch routine and emergency activity when circumstances dictate. It is surprising the number of 911 centers that do not have or even aware of the importance of this critical policy and procedure. The presentation will show how to establish this in your center. 


1:00 – 1:50 pm     Salon D

Embracing Change: Realizing Operational Efficiencies of NG 9-1-1

Presented by:  Brian Fleugeman/Gary Loflin

What’s new, better, and different in an “NG” call center? The presenter guides you through a few scenarios, followed by a quick overview of what NG9-1-1 actually is and what it means to your PSAP operation. Participants will walk away with an understanding of specific operational efficiencies NG 9-1-1 enables, and how they’ll be able to implement future technology upgrades without expensive, major system upgrades. 


1:00 – 1:50 pm     Salon E

TTY is going away! RTT is here to stay!

Presented by:  April Heinze

The FCC has taken steps towards replacing analog TTYs with a mandate to implement real-time text (RTT) on cellular networks. RTT is a new communications technology that will have impact not only the Deaf and Hard of Hearing but all 911 consumers and providers. In this session, we will learn more about RTT and the benefits, FCC deadlines and explore what steps are needed to make it a reality. 


1:00 – 4:50 pm     Salon FGH    (4 hour session)

Front Line Leadership

Presented by:  Adam Timm

The people working in your PSAP are your center's most valuable resource. Studies show that eight out of the top ten stressors at the PSAP have nothing to do with the work itself, and most of these stressors reflect poor internal communication and faulty expectations. If much of the stress felt by the front line can be lessened or eliminated, why aren’t we taking immediate action? Many would like to, but aren’t sure what specific actions will make a difference. This presentation outlines the power of a people-oriented approach, the keys to successful implementation, and offers powerful stories of success from comm centers around the country.

Learning Objectives:
In this session, participants will learn proven ways to:
— Identify simple ways to make a positive impact
— Implement policies that create lasting change
— Motivate coworkers to act with the organization’s best interest in mind


2:00 – 2:50 pm     Salon ABC

Creating a Critical Incident Stress Management Program for your PSAP

Presented by:  Eva Pate

Creating and incorporating Critical Incident Stress Management Teams into PSAPs. Education can help supervisors and peers identify struggling employees, identifying signs and symptoms of stress, ways to reduce stress, providing dispatchers with the tools they need to overcome traumatic experiences, improve comm center morale and ultimately increase retention rates of employees. Will also provide an example of SOP/SOG for the Communications Center. 


2:00 – 2:50 pm     Salon D

Safe, Secure, Sophisticated: The DeKalb Co E-911 story

Presented by John Chambless / Jana Cordell

How to design your new Emergency Communications Center to provide a sense of refuge, allow a view of the natural world and access to sunlight to create a healthy foundation and working environment—while still meeting the rigorous building code and communications require.


2:00 – 2:50 pm     Salon E

How your PSAP can receive life-saving data from millions of iPhones & IoT devices 

Presented by:  Jeff Robertson

PSAPs have been promised major improvements associated with 9-1-1 calls: more accurate location information, location-based call routing, multimedia to the PSAP, and much more. Citizens, reliant on smartphones and other IoT devices, expect their data to be available to public safety in an emergency. This session looks at how PSAP managers, supervisors and telecommunicators can utilize life-saving data from the NG911 Clearinghouse (from sources like Apple, Uber, and Waze) in their PSAP workflow. By analyzing real-life case studies, 9-1-1 professionals will leave with a clear understanding of how NG911 Clearinghouse data can improve response times and provide first responders with unprecedented situational awareness. 


3:00 – 3:50 pm     Salon ABC

Public Education

Presented by:  Andrea Wilson

Public Education in 9-1-1 can be one of the most important services you can provide to the public and for your 9-1-1 centers.  How can you implement a program if you have limited funds and personnel?  How do you identify your public education needs? This session will assist in identifying needs in your community and provide you with ideas for funding, personnel and creative approaches to local or statewide campaigns and how to reach you community. 


3:00 – 3:50 pm     Salon D

Is Your Management Style DOA - then lets defib.....

Presented by:  Mark Grant

Is your management style not achieving the results for today's workforce? Do you sometimes feel you are on a different planet than those you Supervise? Let’s defib your style.


3:00 – 3:50 pm     Salon E

Next Generation 9-1-1. Is Your PSAP Ready? 

Presented by:  Von Beals

As NG9-1-1 continues to evolve, various solutions are being deployed and new advancements are occurring at rapid speeds. Many of those advancements will impact your agency's PSAP and other entities supported by 9-1-1. Learn how to leverage new NG9-1-1 capabilities, its impact to the public safety eco-system, and how to prepare your PSAP to be ready for what’s next. 


4:00 – 4:50 pm     Salon ABC

Texas Strong- Hurricane Harvey TERT Deployments and Relief Efforts 

Presented by:  Andrea Wilson

Texas 9-1-1 has been responding to disasters for over ten years. The devastation Hurricane Harvey brought to most of the coast and surrounding areas was catastrophic. TX APCO and TX NENA and TERT partnered on relief efforts working with agencies to compile a list of PSAP’s and individuals in need. This was the first recovery effort of this size ever organized. They had numerous inquiries for aid. With over 120 telecommunicators with personal loss, Texas NENA and APCO chapters organized a relief fund to distribute cash, created an adopt-a-PSAP program for over 70 PSAPs, and set up 3 Public Safety Assistance Centers. Supported by both chapters, Texas TERT faced its largest intrastate deployment in history sending nine teams containing 34 telecommunicators to areas across the Southeast, Gulf Coast and Costal Bend regions. 


4:00 -4:50 pm       Salon D

Recommended Minimum Training Guidelines for Telecommunicators-A Call to Action

Presented by:  Ryan Chamber/Ty Wooten

The skillset required of a 911 Telecommunicator is complex and minimum training is imperative to provide the tools needed to meet public expectations and improve the quality of emergency services in your agency, and state. This session examines the opportunity to enhance the 9-1-1 communications profession through minimum core curriculum elements to train current and aspiring telecommunicators and provide the foundation for ongoing professional development and a “toolkit” of supporting material to ensure success.


4:00 – 4:50 pm     Salon E

Not All SMS Messages Are Created Equal – Why Your SMS Messages Are Failing and How To Fix It, Now 

Presented by:  Pamela LaPine

Public Safety Professionals are sending SMS cell phone messages to their command staff, off duty personnel and volunteers for emergency situations more and more. There are changes taking place in wireless commercial carrier policy for the delivery of SMS text messages. Even for emergency responders, critical SMS messages are routinely delayed or blocked. 

This session will educate attendees about the differences in SMS text message delivery protocols and how to properly use technology to communicate in critical situations. We will also cover the value of why some people should still be using pagers especially if they are in important positions. We will incorporate the use of Smartphones and their advanced features into your operation, a communication system has to do more than simply send messages. Leveraging emerging Smartphone technology is both an opportunity and a risk. 

Attendee will learn: 
1. Why their SMS messages are not reaching receivers
2. The best way to send a message
3. Who should still be using a pager and why 




TUESDAY, OCT. 16, 2018


8:00 – 8:50 am     Salon FGH

AL-NENA Chapter Meeting


9:00 – 9:50 am     Salon ABC

There's No Such Thing as Routine 

Presented by:  Tina Chaffin

Line of Duty Deaths are all too common today. The news media reports "An Officer was killed during a routine traffic stop." The stop wasn't routine, or the officer would have made it home that day. Are you falling into a routine? Routine leads to complacency, complacency leads to mistakes, and mistakes lead to deaths. This course will discuss the Telecommunicator's responsibility in ensuring responder safety on every call.


9:00 – 11:50 am     Salon FGH  (3 hour session)

Within the Trenches Presents:  Keep Broadcasting Your Message & Imagine Listening

Presented by:  Richardo Martinez

Keep Broadcasting Your Message –

Your 911 story. It’s an important one. Have you shared it with the world? You may not think of it as important but think about what you do. You answer the call, the most important part of 911. It starts with you and every call you take is a new story in your career. This class will share stories from heroes like you. The stories were recorded for the Within the Trenches podcast, a podcast that highlights 911 dispatchers, their stories and promotes continuing education. In this class you will hear stories that are similar to your own. You will laugh at the funny calls and tear up at the hard calls. We will also visit the #IAM911 movement, how it started and the stories that make it up.

Imagine Listening –

On August 24, 2016 the #IAM911 movement was born. Thousands of dispatch stories have been shared. In this session, dispatchers will get the chance to read their own stories to the attendees or they may write them down and have them read for them. This will be a live audience podcast episode that will be shared to over a half million listeners. The first half known as Imagine Listening will be emotional but the second half of this session, “Open Mic”, will be full of laughter as we share outrageous bloopers from our individual 9-1-1 experience. Attend, join the movement and share a story…


10:00 – 10:50 am  Salon ABC

The Basic of Customer Service 

Presented by:  Becky Neugent

You can make a difference with every single call you take from major emergencies to dog calls. All you have to do is learn the basics of customer service and you will be well on your way to a long career and a better attitude! Please join us in learning what you can do to improve your customer service call-taking skills and walk away with a new and improved attitude toward your callers and co-workers! 


11:00 – 11:50 am    Salon ABC

Bad Moon Rising in Dispatch: Deadly Dispatch Omissions… And a new way of looking at things

Presented by:  Gary Galasso 

This is an examination of the ever-evolving role of the Dispatch Center and the tele-communicator in what can be truly “time critical” incidents. We will examine some cases and see what can happen if protocol and process are not followed in critical situations and as well, offer a new view of what the “solution to the problem” can be in those situations. We will answer the question; Is the response and arrival of units always the benchmark solution to some Fire and EMS problems? 


1:00 -1:50 pm         Salon ABC

ANGEN 2.0 101

Presented by:  Staff of INdigital and Alabama 9-1-1 Board

Accessing the AL911 Dashboard (i.e. PSAP Toolkit, Trouble Tickets, Public Network Map, 911 Logix, training videos), Instructional and Operational Guides for ANGEN 2.0


1:00 – 1:50 pm        Salon D

Why Don’t People Trust Government?

Presented by:  Sonny Brassfield

Criticism of government and its employees is constant and consistent – the negativity is everywhere, from social media to interpersonal contact with your neighbors.  Are government employees and officials contributing to the criticism?  And what can we do to turn down the noise?  Sonny Brasfield, Executive Director of the Association of County Commissions of Alabama, will focus discussion on what each of us can, and should, do to help rebuild the public’s confidence in government.


1:00 – 1:50 pm        Salon E

9-1-1 Quality Assurance and Performance Measurement Best Practices

Presented by:  Phil Jones

All the training in the world is useless without standards to train to and metrics to measure against to drive continuous improvement. These ideas are the driving force behind the APCO/NENA standard for Quality Assurance/Improvement (QA/QI) and new standards currently under development. Whether your 9-1-1 center is still trying to get a QA program off the ground, or you simply feel you can do better, you won’t want to miss this session. We’ll share ten 9-1-1 QA and performance measurement best practices that align with the new standard and incorporate lessons learned from some of the highest performing PSAPs and experts.


1:00 – 4:50 pm        Salon FGH   (4 hour session)

Building blocks to a successful QA/QI Program

Presented by:  Ryan Chambers

The Denise Amber Lee Foundation was a signature partner in the comprehensive workgroup that crafted the recently approved Quality Assurance/Quality Improvement ANSI Standard. Ryan Chambers will discuss key components of implementing or improving a QA/QI program. The session will reinforce the importance of QA and all of the benefits from boosting morale, to preventing tragedies by identifying and correcting risky habits.

2:00 – 2:50 pm        Salon ABC

Situational Awareness and Disaster Recovery Tools/Resources for ANGEN 2.0

Presented by:  Staff of INdigital

More tools and examples for PSAPs to use in almost any event to promote situational awareness and disaster recovery. 


2:00 -2:50 pm          Salon D

Natural Gas vs Diesel Generator Solutions

Presented by:  Jeff Webb / John Sharpe

This presentation highlights the pros and cons of using Natural Gas vs Diesel fuel for standby generator solutions to make sure each application utilizes the most effective solution. Some considerations are product range, fuel reliability, engine technology, application/site considerations, and total cost of ownership. 


2:00 – 2:50 pm        Salon E

Active Assailant Incidents: The Telecommunicators Role 

Presented by:  Robert Pastula

In this presentation I will discuss key components of Active Assailant (Shooter) incidents, going into some in-depth discovery of certain past events that shape and explain law enforcement and telecommunicator responses to Active Assailant situations. We will take a look into the mindset of the perpetrators of some of the higher profile events, what they were planning, the amount of planning and the ultimate execution of their criminal acts. I will also explore the Incident Command System and the telecommunicator’s role, in Active Assailant events. 

3:00 – 3:50 pm        Salon ABC

General Update and Current Alabama 9-1-1 Board Initiatives

Presented by:  Deputy Director Adam Brown, Executive Director Leah Missildine, 9-1-1 Authority Team

Topics include:  Statewide GIS Project, Training Opportunities, Federal Grant Program


3:00 – 3:50 pm        Salon D

Wireless E-9-1-1: 101

Presented by:  Jean Martin

Jean will share how FCC decisions relating to wireless E-9-1-1 services and other regulatory issues along with LTE build-outs throughout the wireless industry may impact PSAP and 911 personnel. This includes topics such as text-to-911 and various options available to PSAPs for implementation; location accuracy: where we've been, where we are and the direction we're going as an industry in providing more accurate location data to the PSAP; and the impact of non-service initialized cell phones on 911 call takers and emergency services personnel. Further discussion will include cell site maintenance which may impact the PSAP as well as ongoing 911 testing, new or re-homed sites or switches, temporary sites, etc.


3:00 - 3:50 pm         Salon E

Active Assailant Incidents: The Telecommunicators Role 

Presented by:  Robert Pastula

In this presentation I will discuss key components of Active Assailant (Shooter) incidents, going into some in-depth discovery of certain past events that shape and explain law enforcement and telecommunicator responses to Active Assailant situations. We will take a look into the mindset of the perpetrators of some of the higher profile events, what they were planning, the amount of planning and the ultimate execution of their criminal acts. I will also explore the Incident Command System and the telecommunicator’s role, in Active Assailant events. 

4:00 – 4:50 pm        Salon ABC

Continuation of Alabama 9-1-1 Board Programs and Initiatives

Presented by:  Program Coordinator Dana Grubbs, Financial Analyst Ron Cooley

Topics Include:  Alabama Emergency Medical Dispatch Program, the 9-1-1 Fund:  Past, Present and Future 


4:00 – 4:50 pm        Salon D

The Value of Oblique Imagery in Call Dispatch: Bringing A New Dimension to Your PSAP 

Presented by:  Nathan Roberson

In this session, we'll be discussing important ways to beef up your local PSAP by introducing the power of oblique imagery (North, South, East, West, Straight Down views) in your CAD environment. What if you could see 5 views of every square foot of an area before dispatching help? We'll discuss how to better equip your dispatcher and first responder with relevant geospatial information by coupling your address data with robust oblique imagery capabilities at the moment a call is placed. 


4:00 – 4:50 pm        Salon E

Active Assailant Incidents: The Telecommunicators Role 

Presented by:  Robert Pastula

In this presentation I will discuss key components of Active Assailant (Shooter) incidents, going into some in-depth discovery of certain past events that shape and explain law enforcement and telecommunicator responses to Active Assailant situations. We will take a look into the mindset of the perpetrators of some of the higher profile events, what they were planning, the amount of planning and the ultimate execution of their criminal acts. I will also explore the Incident Command System and the telecommunicator’s role, in Active Assailant events. 



Wednesday, October 17, 2018


8:00 – 10:00            Salon D

Closing Session

Nathan Lee
Denise Amber Lee Foundation