NENA Courses - National Emergency Number Association

NENA currently offers 22 courses for those with careers in the 9-1-1 industry. Courses are generally offered at the NENA Annual Conference in June each year, and at some other NENA meetings and NENA State Chapter Conferences. Courses may also be planned at other times for groups of eight or more.

The NENA courses are:

9-1-1 Center Consolidation
Achieving Excellence in 9-1-1 Center Management
Advanced 9-1-1 Database (formerly The Doctor is In: Quality Check-up for 9-1-1 Database)
Advanced GIS
Advanced VoIP
Disaster Mitigation for Emergency Communications Centers
Disaster Planning for the PSAP
Grant Management for PSAPs: From Acquisition to Maintenance
Government Education
“In the Trenches” Approach to 9-1-1 Public Education
Introduction to 9-1-1 Database (formerly E9-1-1 Database)
Introduction to 9-1-1 Technology
Introduction to Next Generation 9-1-1
Introduction to PSAP Technology
Introduction to VoIP for PSAPs
Introduction to Wireless for PSAPs
Leadership in the 9-1-1 Center
Liability Issues in the 9-1-1 Center
PSAP Design
The 9-1-1 Puzzle: Putting all the Pieces Together
Understanding GIS for the PSAP
Wireless/VoIP Public Education

Course Descriptions

9-1-1 Center Consolidation
This course is designed to assist the PSAP Manager in understanding the often difficult and demanding process of considering consolidating multiple PSAPs. Written from the perspective and experiences of former PSAP Managers, the course emphasizes those planning steps necessary to overcome doubt, opposition, and obstacles to successful consolidation. Topics of discussion include the reasons for consolidation, assessing existing conditions, determining a consolidated centers needs, the goals of consolidation, and project planning. Created for PSAP Managers who are leading or participating in a consolidation project, this course is also strongly recommended for public safety agency chiefs and administrators, elected officials, and board members whose agencies and communities may benefit from successful PSAP consolidation.

Achieving Excellence in 9-1-1 Center Management
This two-day course is designed for current or prospective 9-1-1 center managers. Topics include selection and hiring procedures, learning organizations and other new approaches to training, the importance of sound standard operating procedures, your role as a manager, building motivation and morale, secrets to effective 9-1-1 management, solving real-life issues, and more. The philosophy of this course is to provide an atmosphere that empowers the participants to adopt a new position in how they view their roles as managers and leaders. The outline of the course includes, but is not restricted to, the following topics: mission, vision statements, core values, famous leaders, best and worst manager experiences, dealing with non-compliant personnel, corrective strategies, remediation and re-education, employee action plans, generational differences in todays employees, problem solving, team building, practice remedial interviewing techniques, selection and hiring practices, adult learning and the PSAP environment, professional jealousy, and setting goals.

Advanced 9-1-1 Database (formerly The Doctor Is In: Quality Check-up for 9-1-1 Database)
Your enhanced 9-1-1 system has been up and running for a while now. It seems to be functioning okay, but then again, maybe it’s time for a check-up. How do you determine a diagnosis? What are the key factors challenging the health of your 9-1-1 database? Wireless? VoIP? PBXs? You’ll learn how to assess the quality of your 9-1-1 database, what symptoms to look for, and what proactive steps to take to improve its overall effectiveness. Engage in two-way dialogue with other professionals on what your organizations are doing to manage and improve 9-1-1 data quality. This course builds on the basic concepts covered in NENAs introductory 9-1-1 database course, and is meant for those already having a basic understanding of 9-1-1 data terms and processes. We recommend that those attending this course download and review the NENA Technical Standard 02-011 prior to arrival: http://nena.org/media/files/NENA02-011StandardApproved110904.pdf

Advanced GIS
Move beyond the basic theory of GIS with in-depth instruction in areas relevant to PSAP operations. These include using sample scripts and extensions to create an addressing project, producing a map-based MSAG, setting up Geocoding capabilities, and creating high-quality maps of cell sector coverage areas. This course prepares GIS users for the methods used to perform complex analysis using ESRI’s powerful geo-processing tools, while focusing on the tasks and data that is relevant to the PSAP. Students will follow along in class as the instructor discusses and then demonstrates GIS principles using ESRI’s Desktop GIS. Participants will receive a textbook and CD-ROM with sample data and scripts so they can apply their newly acquired skills back in the PSAP. Each student will also receive a 90-day evaluation copy of ESRI’s ArcView GIS.

Advanced VoIP
Examine IP technology, voice networking, migratory (i2) and long term (i3) solutions, NG E9-1-1 and more. The objective of this course is to help individuals evaluate the impact that VoIP will have on their 9-1-1 operations, and to help them plan a proactive approach to resolving these issues while preparing for inevitable changes.

Disaster Mitigation for Emergency Communications Centers
This new, two-day interactive class focuses on what emergency communications centers can do to prepare for significant disaster events that can potentially paralyze communications and endanger the lives of telecommunicators, and provides in-depth examples of events that could cause significant or even disastrous disruptions. Topics such as personnel issues, staffing, security, health and welfare (sleeping, feeding, medical attention, etc.) are addressed, as well as backup procedures for system failures (i.e. Computer Aided Dispatch, Radio systems, GIS, Power Systems, mobile data technologies, etc.). Post-event recovery is also addressed with an emphasis on PSAP and Emergency Communications Centers mutual aid assistance programs for both the PSAP and mobile communications. This course is presented in an easy-to-understand format and is appropriate for anyone involved in any aspect of 9-1-1 or Emergency Communications who is seeking more in-depth information concerning disaster planning and mitigating the impact of catastrophic events.

Disaster Planning for the PSAP
This course is designed to help the PSAP plan for and survive manmade and natural disasters that cause disruption to the overall operations of a PSAP. This six-hour course focuses on what all members of a 9-1-1 PSAP can do to get ready for, and to continue to provide emergency communications during, a disaster. This course gives an overview of possible related disruptions in the operations of the PSAP. Topics such as backup procedures for system failures with Computer Aided Dispatch, Radio systems, GIS, Power Systems, and mobile data technologies are presented in an easy to understand level targeted to the non-technical person. This course provides a straightforward approach to getting a PSAP prepared for disaster situations and is appropriate for anyone involved in a public safety communications center who is now, or will be, responsible for preparing a disaster recovery plan for their PSAP.

Grant Management for PSAPs: From Acquisition to Maintenance
PSAP budgets are strained to the breaking point. Now more than ever, grant funding has become a critical financial supplement for PSAP operations. Grant funding opportunities and awards for such programmatic areas as homeland security and emerging technology continue to increase, but how can 9-1-1 professionals locate grant opportunities and create successful grant applications? This course is designed to give participants an overview to the entire grant management process. It offers participants the tools and strategies to maximize grant-funding opportunities for 9-1-1 centers through best practices and sample sections of a successful grant application. Additonally, this course is continually updated with the latest information about trends in PSAP grant management and acquisition. You’ll learn tips on how to leverage the fact that public safety grants are increasingly obtained through an earmark rather than a competitive process, how to get a jump start on meeting the regional preparedness and cooperation prerequisites for grant funding, and how to meet requirements for information data-sharing standards, such as P25 and XML. Anyone interested in obtaining grant funding for a 9-1-1 center or a public safety agency should take this course. Step-by-step instructions are provided for 9-1-1 professionals who are new to grant management, detailing how grants operate and what the typical grant applications looks like. Participants who already have grant experience will learn techniques on how to find additional grant opportunities and collect tips on how to better manage existing grants.

Government Education
Times and technology are changing in the 9-1-1 industry. Wireless and VoIP have brought new technical challenges to the surface and many 9-1-1 entities are facing funding challenges as well. Its time to educate a new public. Come to this interactive course and learn education techniques to reach local, state and national elected officials. Brainstorm possible messages and hear some good opportunities for communication with stakeholders. Develop a stump speech. Get the tools to develop a plan for educating your government officials on 9-1-1 issues. Work together with other 9-1-1 professionals on this interesting topic to make a difference in the future of 9-1-1.

“In the Trenches” Approach to 9-1-1 Public Education
Whether you are new to 9-1-1 public education or a veteran who needs some fresh ideas, this is the course for you! Instructors will take you through starting a public education program from scratch and expanding your existing programs. Although public education needs vary, the instructors can provide some generic and specific approaches for a successful program. Points covered include basics; utilization of resources; volunteer coordination (creating a TAG Team and a Phone Pals program); use of products and materials, media, special events/campaigns, 3-1-1 and other N-1-1 non-emergency numbers; examples of public education programs, including wireless education, funding and resources, target audiences, special recognition, and research and evaluation. Join with us in this interactive course and see how “learning can be fun in 9-1-1!”

Introduction to 9-1-1 Database (formerly E9-1-1 Database)
Because the database is one of the major components of the 9-1-1 environment, its development and maintenance is essential for delivery of enhanced 9-1-1 service. This course has been developed to explain how E9-1-1 databases are built and maintained. It is targeted to those who are new to working on the E9-1-1 database process, either with a public service agency or at the telephone company, or those who are looking for an overview of E9-1-1 Data Base concepts. An imaginary county, Kneenah County, has been created to provide a backdrop for exercises in building the various data sets that are common to all 9-1-1 systems.

Introduction to 9-1-1 Technology
This course is targeted to those who have an expanded role in their 9-1-1 responsibilities or will need a broader understanding of the twists and turns that a 9-1-1 call takes from the moment 9-1-1 is dialed to the time it is answered at the PSAP. This course is presented at a basic and fundamental level, providing a straightforward approach to understanding emergency call routing, information databases, wireless 9-1-1 calls, system configurations and the problems and issues associated with 9-1-1 technology.

Introduction to Next Generation 9-1-1
This one-day course focuses on impact that Next Generation (NG) 9-1-1 will have on the 9-1-1 community. This new wave of technology is the next major shift toward a whole new level of communications systems and integration that is guaranteed to change conventional means of accessing emergency services. It will also change the entire technological landscape within which existing Public Safety agencies operate. All means of communications will be affected by NG9-1-1 and its technological spin offs. With it comes a whole new realm of issues (both pro and con) for 9-1-1 centers and emergency service providers. NG9-1-1 will add more change to how emergency service calls originate, and how they are routed and delivered to PSAPs. This course examines the history and evolution of data networks and I/P based communications, how NENA is involved, and what future Regulatory issues may be necessary to ensure a seamless transition. This course also addresses traditional 9-1-1 model caller issues such as caller location and caller identity, as well as networking infrastructure, threat-risk assessments, and a variety of other interrelated issues. This constantly updated, one of a kind course explains all the current issues and concerns in a non-technical uncomplicated manner, and is targeted to Supervisory and Administrative 9-1-1 Communications and PSAP personnel having little or no technical experience. This is a sister course to the NENA suite of Introductory Technology courses. The objective of this course is to help individuals objectively evaluate the impact that NG9-1-1 will have on their 9-1-1 operations, and provide proactive approaches to resolving issues, and planning for the future. Who should take this course? Anyone involved in any aspect of 9-1-1 or Public Safety Communications who is looking for answers concerning the impact that NG91-1 will have on their 9-1-1 operations. This course of study targets non-technical personnel who are in managerial, supervisory or operations within the 9-1-1 infrastructure. Like the other NENA introductory courses, this new offering is presented at a basic, non-technical level in easy to understand terms and concepts. Please note: All attendees are expected to bring a printed copy of the latest NENA Master Glossary of 9-1-1 Terminology (00-001) with them to class. This is an essential reference document that will be used extensively throughout the course. The 71 page document is available in a downloadable PDF format from Standards and Documents page of the NENA website.

Introduction to PSAP Technology
This new offering is the sister to NENAs Introduction to 9-1-1 Technology Course, and focuses on what happens to a 9-1-1 call after it arrives at the PSAP. Topics such as Computer Aided Dispatch, Radio systems, GIS, information archiving, Power Systems, and mobile data technologies are presented at an introductory and easy-to-understand level targeted to the non-technical person. This course provides a straightforward approach to understanding more of the intricacies of current and future 9-1-1 PSAP technologies and is appropriate for center managers, supervisors, or public safety communications specialists who have a desire to complete their scope of 9-1-1 technical knowledge.

Introduction to VoIP for PSAPs
This new course focuses on the impact that Voice Over Internet Protocol (VoIP) will have on the 9-1-1 community. This new wave of technology is sweeping the world, and with it comes a whole new realm of issues and problems for 9-1-1 centers and emergency service providers. VoIP is changing everything about how calls for emergency services are originated, routed, and delivered to PSAPs. Attendees will learn to objectively evaluate the impact that VoIP will have on their 9-1-1 operations, envision a proactive approach to resolving issues, and plan for the inevitable. This course will examine issues such as the traditional 9-1-1 model, caller location, caller identity, networking infrastructure, threat-risk assessments, and a variety of other interrelated issues. This one-of-a-kind course will explain all the current issues and concerns in a non-technical uncomplicated manner, and is targeted to personnel from a non-technical background. This is a sister course to the NENA suite of Introductory Technology courses.

Introduction to Wireless for PSAPs
A sister course to the popular Introduction to 9-1-1 Technology and Introduction to PSAP Technology courses, this class focuses on wireless 9-1-1-related issues that affect PSAPs. Beginning with Phase 0 and working through Phase II deployment, this fast-paced six-hour course is presented at an introductory and easy-to-understand level, targeted to the non-technical members of both PSAP’s and the 9-1-1 community at-large. This course is presented in a relaxed and informal setting and provides a straightforward approach to understanding more of the intricacies of wireless 9-1-1 technologies.

Leadership in the 9-1-1 Center
This course focuses on the “soft” issues found in the typical 9-1-1 center, and explores a new Transformational Leadership model that focuses on remediation, interest-based negotiations, and reframe tools. Areas such as knowledge of self and increasing understandings of the workplace and the world are covered. This course also uses self-awareness measurement tools that are designed to reshape the way our 9-1-1 leaders function. The objective of this course is to help individuals objectively evaluate their current personal state, envision a desirable future, and plan for significant personal improvement. Topics include:
what is management
what is leadership
world leaders
local leaders
leadership traits
knowledge of self, others, organization, community and world
professional jealousy
exploring core values
goal setting
seven tools for leadership challenges
PSAP wellness

Liability Issues in the 9-1-1 Center
9-1-1 center personnel face exposure to legal liability both inside and outside the workplace. While some of this exposure is unavoidable due to the nature of the job, training and illustration of potential pitfalls can serve to minimize this situation. This course will provide practical suggestions drawn from real life experiences on limiting the telecommunicator’s and the 9-1-1 center’s liability.

PSAP Design
*Exclusive NENA Annual Conference Course
This course defines the process of designing a new PSAP and/or EOC, identifying the steps and schedule from determining the need through design, bidding construction and move in. It will also accentuate the role played by the PSAP manager in driving the project to a successful outcome.

The 9-1-1 Puzzle: Putting All the Pieces Together
This course introduces the core elements of E9-1-1 and is taught by those who have answered 9-1-1 calls and sent the responders. Designed to bring different public safety topics into focus and connect them to the amazing work of 9-1-1, each segment uses an actual 9-1-1 call on video or an exercise that helps the participant understand the 9-1-1 environment and challenges. This training offers the basics to those unfamiliar with the “other” aspects of 9-1-1, a common sense approach that is important to anyone new to 9-1-1 or those struggles to understand the current factors facing Communications Centers today. Eight areas are covered using a dynamic, fast-paced, and straightforward approach:
why 9-1-1?
operations
implementation
human resources
funding and legislation
public marketing
database
current issues

Understanding GIS for the PSAP
Geographic Information Systems (GIS) technology is becoming increasingly prevalent in 9-1-1 centers around the nation. Wireless Phase I and Phase II implementations are pushing many call centers to become more aware of this technology. Being able to plot the location of a wireless or wireline caller on a map has tremendous benefits in emergency operations. This course will demonstrate what GIS is; why GIS is needed; how to acquire, correct, and maintain your GIS data; and how to develop, maintain, and fund a GIS. GIS data includes streets, emergency service zones, cellular tower locations and sector coverage, and a variety of other information deemed important for various public safety functions. No prequisite or prior GIS experience is required. Basic computer knowledge and basic knowledge of 9-1-1 operations is beneficial.

Wireless/VoIP Public Education
VoIP and Wireless have been the 9-1-1 industry buzz words for years. Sessions and conferences have addressed these issues in depth and have saturated the audience with technical information. However, aside from the technical issues and solutions, there is also another important aspect of these technologiespublic education. Come to this course and learn the simplified issues with wireless and VoIP that the public need to understand. We will review the messages that need to go out to the public, our legislators, and elected officials. Specific examples will be discussed describing successful public education campaigns and ideas for getting these messages to the public. Without public education, these technologies and solutions will never be completely successful!

For more information or course registration forms, please call NENA Headquarters at (800) 332-3911.