Dates and Locations Vary

Online Registration Form

NENA currently offers seventeen 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 8 or more. Textbooks for three of these courses are also available through The NENA Online Store. The NENA courses are (scroll down for detailed descriptions):

	Wireless/VoIP Public Education – NEW!
	Advanced E9-1-1 Database:  Quality Checkup – NEW!
	Introduction to VoIP for PSAPs – NEW!
	Advanced VoIP – NEW!
	Grant Management for PSAPs: From Acquisition to Maintenance – NEW!
	Government Education – NEW!
	Leadership in the 9-1-1 Center – NEW!
	9-1-1 Center Consolidation
	Introduction to Wireless for PSAPs
	Understanding GIS for the PSAP
	Advanced GIS
	Disaster Planning for the PSAP
	Liability Issues in the 9-1-1 Center
	PSAP Design
	Introduction to PSAP Technology
	Managing the 9-1-1 Center
	Introduction to E9-1-1 Database
	Introduction to 9-1-1 Technology
	The 9-1-1 Puzzle: Putting all the Pieces Together
	“In the Trenches” Approach to 9-1-1 Public Education

Register Online now by clicking on the link above!  For more information or course registration forms, please call NENA Headquarters at (800) 332-3911.

Course Descriptions
 

Wireless/VoIP Public Education – NEW!

Advanced E9-1-1 Database:  Quality Checkup – NEW!

Your enhanced 9-1-1 system has been up and running for awhile now.  It seems to be functioning O.K., but then again … maybe it is time for a checkup.  How do you determine a diagnosis?  What are the key factors challenging the health of your 9-1-1 database?  Wireless?  VoIP?  PBXs?  Gain knowledge on how to assess the quality of your 9-1-1 database, what symptoms to look for and what proactive steps to take to improve the overall effectiveness of your database.  Engage in two-way dialogue with other professionals on what your organizations are doing to manage and improve 911 data quality.  This course builds on the basic concepts covered in NENA’s introductory 9-1-1 database course, and is meant for those already having a basic understanding of 9-1-1 data terms and processes. 

Introduction to VoIP for PSAPs – NEW!

This new course focuses on 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.   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.   It has been said by some that the issues faced in the past will pale in comparison to the issues that VoIP presents. This latest, 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.   The objective of this course is to help individuals 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.

Examine IP technology, voice networking, migratory (i2) and long term (i3) solutions, NG E9-1-1 and more.This advanced course continues the discussion that was started in the introduction class and is much more technical in nature. 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 envision a proactive approach to resolving issues while planning for the inevitable. Attendees should already have some basic knowledge of VoIP.

Grant Management for PSAPs: From Acquisition to Maintenance – NEW! 

Course overview – PSAP budgets are strained to the breaking point.  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 one-day 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. 

In addition, this course is continually updated with the latest information about trends in PSAP grant management and acquisition.  9-1-1 professionals will learn tips on how to leverage the fact that Public Safety grants are increasing 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.

Who should take this course? – Anyone who is interested in obtaining grant funding for a 9-1-1 center or a Public Safety Agency.  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 – NEW!

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.  It’s 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.

Leadership in the 9-1-1 Center – NEW!

This new course focuses on the hard 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 as well as role-playing scenarios that are designed to reshape the way today’s leaders function. This is the sister course to NENA’s Managing the 9-1-1 Center. We recommend that this Leadership course be taken in advance of the Center Manager’s Course. 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.

9-1-1 Center Consolidation

This new 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 center’s 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.

Introduction to Wireless for PSAPs

This new offering is the 3rd in the series of introduction level courses by NENA’s Educational Advisory Board (EAB).  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 effect PSAPs.  Beginning with Phase 0 and working through Phase II deployment this fast paced 6 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. 

Understanding GIS for the PSAP

Geographic Information Systems (GIS) technology is becoming increasingly prevalent in 911 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 would be beneficial. Basic knowledge of 9-1-1 operations would be beneficial.

Advanced GIS

Move beyond the basic theory of GIS with in-depth instruction in areas relevant to PSAP operations.

This includes using sample scripts and extensions to create an addressing project, produce a map-based MSAG, setup Geocoding capabilities, and create high quality maps of cell sector coverage areas. This course prepares GIS users on 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 as well as a 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.

Disaster Planning for the PSAP

Liability Issues in the 9-1-1 Center

9-1-1 Center personnel face exposure to legal liability both inside and outside the 9-1-1 center. While some of this exposure is unavoidable due to the very nature of the job, training and illustration of potential pitfalls can serve to minimize this exposure. 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. The instructors will identify 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.

Introduction to PSAP Technology

This new offering is the sister to NENA’s 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 is presented in a relaxed and informal setting and provides a straightforward approach to understanding more of the intricacies of current and future 9-1-1 PSAP technologies. Who should take this course? Center managers, supervisors or public safety communications specialists who have a desire to complete their scope of 9-1-1 technical knowledge.

Managing the 9-1-1 Center

This 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 effective9-1-1 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. This is a 6-hour course.

Introduction to 9-1-1 Technology

This course is targeted to those who have an expanded role in their 9-1-1 responsibilities or those who 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 in a relaxed and informal setting. It provides 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.

The 9-1-1 Puzzle: Putting All the Pieces Together

Fundamental training introducing the core elements of E9-1-1. This course is taught by those who answered the 9-1-1 calls and sent the responders. The Puzzle course was designed to bring all the different 9-1-1 topics into focus and connect them to the amazing work of 9-1-1.

Each segment is connected to an actual 9-1-1 call on video, or an exercise that helps the learner understand the 9-1-1 environment and challenges. This training offers the basics to those unfamiliar with the ‘other’ aspects of 9-1-1. Eight areas are covered in this overview:

	Why 9-1-1?
	Operations
	Implementation
	Human Resources
	Funding & Legislation
	Public Marketing
	Data Base
	Current Issues

Covering these eight issues in 6 hours requires a dynamic, fast-paced and straightforward approach. Students will learn common acronyms and explore 9-1-1 jargon. Actual 9-1-1 calls are presented to connect the units of study to the reason for 9-1-1: getting help to those who need it. This common sense learning is important to anyone new to 9-1-1 or anyone who struggles to understand the current factors facing Comm Centers today.

Who should attend: Vendors, Public Officials, Board Members, Telecommunicators, Supervisors, Responders, Any person wishing an 9-1-1 overview, refresher or a realistic introduction to 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 as well as expanding your existing programs.

Little funding or lots, we can give you the tools to make it work. Although public education needs will vary the instructors can provide some generic and specific approaches for a successful program. Points covered include: basics, utilization of resources, volunteer co-ordination (creating a TAG Team and a Phone Pals program), use of products & 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 & resources, target audiences, special recognition, and research & evaluation. Join with us in this interactive course and see how “learning can be fun in 9-1-1!”