2001 Conference Session Summary (with times)

Moderator: Ron Whinery, Chair NENA Wireless Committee
Roger Hixson, NENA Technical Issues Director
Laverne Hogan, Chair Wireless Operations Committee
Speakers: Kris Monteith, Wireless Bureau–FCC

This session will center on the progress towards implementing Wireless 9-1-1 Phase I and Phase II:

9-1-1 governmental entities, wireless carriers, location determination companies, the Federal Communications Commission, the Cellular Telecommunications and Internet Association, and representatives from NENA’s 2000 PS Comm Conference now Best Practices Conference will participate in this wireless implementation session.

Moderator: William Baker, ITS Public Safety Coordinator, FHWA ITS JPO

The ITS Public Safety program was launched this past year with the goal to integrate ITS technologies into Public Safety applications. This panel will present a detailed analysis of the ITS Public Safety program, goals and objectives, its various components, and the status of its activities by discussing the four key components of the Public Safety Program: The Public Safety Advisory Group, Field Operational Tests, Outreach Efforts and Implementation of E-911. An excellent session for those who want to learn about “what is the ITS Public Safety Program.”

Speaker: Chuck Ronshagen, Plant Equipment, Inc.

The time is coming when every PSAP in the United States will be required to have mapping. Are you ready? Does your center have mapping? Is your equipment able to display a 9-1-1 caller’s latitude and longitude? Will you be able to reconcile your Master Street Address Guide against the digital map database? Do you know the difference between GPS and TDOA location technology? The time to begin thinking about these questions is now. How about an overview to get you started? Mapping 101 is just that. A short program that will outline the essentials in the mapping technology. Join us and learn:

Speaker: Stephen Meer, ENP, SCC Communications Corp.

As today’s public safety systems become more interconnected and sophisticated, the threat of intentional and unintentional disruption continues to grow. Infrastructure and systems that support public safety require special attention in the areas of design, interconnectivity, and security to assure that they remain as reliable as possible. This session will discuss several aspects of systems and computer vulnerability, security, mitigation strategies, and disaster recovery planning essential for the PSAP world.

Speakers: Carla Swander and Oscar Spurlin, Ph.D., Ergometrics & Applied Personnel Research, Inc.

Emergency communication organizations experience difficulty hiring and retaining qualified employees particularly in a tight labor market. With the goal of improving communication center hiring processes, these presenters conducted numerous focus groups with emergency communication and law enforcement professionals and directly listened to hundreds of hours of calls in wide range of communication centers. This presentation provides research highlights including analysis of the unusual job demands and how those demands create unique hiring and training challenges. Multitasking and other areas are explored in depth with discussion and demonstrations of how advances in testing technology have been applied to communication center hiring.

Speaker: Sue Pivetta, Professional Pride Training Company

Performance appraisals are often considered a waste of time but did you know they can actually be damaging to your agency and personnel? Come learn the 7 damaging factors, 10 things you can do to make evaluation processes better. In addition, create an easy to use evaluation form with 3 design tips. This session will assist managers, supervisors or trainers to re-design a performance appraisal system that is of great benefit to the Comm Center.

Speakers: William L. Doolittle, William L. Doolittle & Associates, Inc. and Gary E. Boyd, Gary E. Boyd & Associates, Inc.

Recently, the State of Oregon completed a legislatively mandated evaluation of written reports from primary PSAPs in those counties having multiple PSAPs. The criterion for this evaluation was proof of “better service or cost savings” by having multiple primary PSAPs. This presentation will review the evaluation criteria and discuss the assessment of the numerous issues related to communication center consolidation, including: backup capabilities, new facility requirements, ancillary duties, local knowledge, community expectations, prior capital investments, call transfers, technology sharing, service level disparities, and local control. The overall findings from this study are presented in the context of PSAP consolidation.

Speaker: Len Bytheway and Dianne Frey, Australian Communication Exchange

This session examines the services provided to emergency callers in Australia, discussing issues and challenges, the legislative and regulatory environment, and possible future issues and directions for Australia’s emergency call services. Australia has a single national emergency call taking facility for voice callers using the number 000. To complement the 000 service a new Emergency Call Service commenced in December 2000 using the secondary number 106. The 106 service dedicated for use by people who are Deaf or who have a hearing or speech impairment. Callers use a TTY or modem to communicate. Both 000 and 106 are Enhanced services, linking into a national ANI/ALI database.

Speaker: Craig Dollar, TCI (Tel Control, Inc.)

TCI is the first public safety developer to offer a centralized approach to E9-1-1 Com

Speaker: Jim Kuthy, Criticall Personnel Selection Software

We will be highlighting the state-of-the-art Criticall Computerized pre-employment selection test for dispatchers and call-takers. Featuring our automated validation Wizard to assure that the test is job-related for your agency and our Test Writer software that allows agencies to add their own job-related questions that will be automatically scored by the computer.

Speaker: Michael Berta, Motorola

General overview of the Packet Switched Voice technology that is moving into the market today. How it works, the reasons why it is moving so quickly and how it is being used today. Will also discuss the effects on the E9-1-1 services and some directions that will allow Packet Voice to have better and more efficient service to the consumer.

Speaker: Marc Berryman, Greater Harris County 9-1-1 Emergency Network

The advent of affordable, high-performance personal computers has allowed Geographic Information Systems to come to the desktop. By implementing a GIS into an Emergency 9-1-1 Center new levels of accuracy and efficiency are possible in meeting the needs of public safety. We will focus on how GIS can be used to improve MSAG accuracy, locate wireless calls, provide mapped ALI, define ESN’s and routing of non-MSAG based calls, improve response times, and be fully integrated to meet E9-1-1 needs. Lessons learned from past experience, processes involved, and standards followed will also be covered.

Speaker: Mary Hester, ENP, SCC Communications Corp.

The integrity of your 9-1-1 database is dependent on a partnership between the MSAG coordinator, the telephone company, and your database vendor. Gather tips on developing and maintaining productive relationships and how to minimize service order errors within your 9-1-1 database during this fast-paced session. The merits of maintaining accurate MSAG data and the potential life-saving implications will be discussed.

Speaker: Tony Harrison, The Public Safety Group

A review of what is critical incident stress and how it affects communications personnel. This presentation will look at the long-term effects of critical incident stress and how the Oklahoma City bombing affected communications personnel.

Speakers: Elise Kim, 911 for Kids and Nancy Swanson, Plant Equipment, Inc.

911 for Kids new products and educational materials. Statewide educational outreach strategy and implementation. Public and private sector collaboration and high impact marketing and public relations outreach with 9-1-1 and the community.

Speaker: Ed Hall, ATIS

PSAP managers have been engrossed in a variety of aspects concerning the delivery of services to wireless users, but have you considered whether you will be getting calls from speech and hearing-impaired individuals using this network? The FCC has mandated TTY access and the industry has been working diligently to resolve a multitude of technical issues surrounding this challenge . This session will provide an update on the status for compliance and what you need to be ready to accept Wireless TTY calls.

Speaker: Tertius Eksteen, Booz Allen & Hamilton

South Africa went through a detailed strategy exercise for the establishment of a national emergency call center infrastructure. This strategy included issues like national technical standards, training standards, funding, PPP, establishment of a national emergency number corporation. One of the major challenges of the project was the establishment of public communication infrastructure in the rural areas, with no existing communication infrastructure.

Speaker: Mark Ferguson, Padcom, Inc.

With the advent of the types of information NCIC provides, the transmission of large files over a wireless medium is a serious concern. Learn how private RF networks, such as Motorola’s RD-LAP, combine with CDPD and Spread Spectrum, can provide the means to effectively transmit and provide high-speed wireless access to large data files like mug shots and detailed crime reports.

Speaker: Mike Owens, Visual Risk Technologies, Inc.

Visual 9-1-1 is a powerful, GIS software system developed specifically for emergency response dispatch centers. See how Visual 9-1-1 can help you achieve 9-1-1 Phase II compliance.

Improve your life at work and at home with What Matters Most. Franklin Covey introduces What Matters Most, the new time management workshop for the entire business of living, not just the demands of eight to five. What Matters Most helps you focus your time, energy, and resources on the things that are most important to you. It’s an ideal first time workshop or an excellent renewal course for those who have experienced TimeQuest or First Things First.

Expert presenters, thought-provoking videos, group discussions and plenty of hands-on exercises to teach you to:

Invest one-half day in What Matters Most and you’ll discover principles that lead to increased productivity, improved relationships, and peace of mind.

By experiencing What Matters Most, you’ll be able to:

Franklin Covey will present a unique blend of leadership curriculum to help increase personal and professional leadership skills. This customized overview will cover paradigm (our belief windows), how to respond proactively rather than reactively, building trust and other selections on individual, team and management effectiveness. These topics selected from Seven Habits of Highly Effective People will help create an atmosphere of an empowered work place.

Panel: Accessibility Issues Committee Members

Have you had ADA related concerns over the past year? Members of the Accessibility Issues Committee have addressed a multitude of issues. This session is an opportunity to hear a brief overview of committee activities before opening the floor to discuss YOUR thoughts and questions. Everyone will have a chance to participate. Don’t miss this chance to be involved.

Speakers: Brian Davenport, Mary Hester, ENP, and Nancy Brinks, SCC Communications Corp.

With the FCC mandate for deployment of wireless Phase II service looming over wireless carriers and public safety agencies, all involved prepare for the task ahead. What are the issues and how will they impact deployment? Are there proven methods for smooth Phase II deployment? What are the keys to success? During this session, we will review the status of Phase I and Phase II deployments, examine the issues facing carriers and PSAPs and explore the various elements of successful phase II deployment.

Speaker: Johnnie Woods, TSI Telecommunication Services Inc.

This is an introduction on FCC Requirements and technical aspects of providing Enhanced 9-1-1 Service for Wireless Subscribers. The session will define the types of wireless carriers that exist in the marketplace and the impacts they are exerting upon PSAP operations. The different types of call signaling options to handle the W9-1-1 calls will be explained, along with distinctions between Phase 1 and Phase 2 processes. Lastly, the implementation steps will be highlighted.

ALISA – Understanding the Telephone Company 9-1-1 Database System

Speaker: Tammy Eickel, Lucent Public Safety Systems

This session will provide an overview of changes to public safety databases and interactions for PSAPs and the telecommunication industry. Discuss the need for a reengineered ALI bi-directional network, and the impact to data collection and distribution as a result. This includes the information needs by the PSAP and the consumer. This session is focused at individuals interested in 9-1-1 database system features and functionality. The speaker will focus on recent changes and updates to the DBMS/ALISA system.

Phil Sorentino, CSP, Humor Consultants, Inc.

Phil will focus on a proven process that will help you operate at your best. We all know to be our best, we must have alignment in our lives. But when we are out of alignment, how do we know where to start to bring ourselves back into balance?

Phil will present a practical and easy to implement tool that will allow you to diagnose where you need to focus for “Total Life Enjoyment.™”

Change in ourselves, our families, our co-workers, our services, our industry will constantly challenge our sense of humor. We must first understand where imbalance occurs, and then we must do something to change our behavior? We must ask ourselves, is the needed change in the area of attitude, skills, or knowledge? These are the drivers that create all behavior.

Phil will also conduct an interactive Humor Inventory. This will allow everyone to be the “star” and to leave with many action steps in the process of achieving Total Life Enjoyment.™

Speaker: Russ Russell, ENP, TSI Telecommunication Services Inc.

A NENA project team selected 13 PSAPs nationally to be interviewed as benchmarks in a number of areas related to PSAP operations and management. This session will highlight several of the practices and procedures that represent the best. Come and learn from top-performing PSAPs on how you can run your PSAP better. The presentation will highlight how to attract qualified candidates, what to look for in new hires, techniques to increase staffing levels and methods to improve morale for retention and performance.

Speaker: Robert White, Plant Equipment, Inc.

The rules are changing when it comes to dispatching emergency personnel. The Federal Communications Commission’s mandate that wireless service providers provide the originating location of a call placed from a wireless device is upon us. Automated Collision Notification technology is beginning to become available and the U.S. government is funding research initiatives to make better use of our highways. These and other advances in technology are and will have an impact on life in the PSAP. As more and more jurisdictions implement Enhanced 9-1-1, the need for reliable map products is being realized.

Speaker: Paulette McDermott, Lucent Public Safety Systems

This presentation describes how products currently under development by Lucent Public Safety Systems fit into the evolving technological landscape of public safety.

Speaker: Amy Saks, New World Systems

This presentation will demonstrate how a truly integrated CAD and Mobile system can increase the effectiveness and efficiency of your agency.

Moderator: Bob Miller, ENP, Chair NENA Technical Advisory Board
Speakers: Dr. Angelo Salvucci, Jr., MD, FACEP, Public Safety Network; Ricardo Martinez, MD, NHTSA; Robert Thompson, ATX Technologies

There are approximately one million vehicles on the road today with ACN. This is expected to increase to about four million vehicles within the next year. What does this mean to PSAPs? What type of information will be available to the PSAP operators today and in the near future?

The session will cover where ACN is today and where it is expected to go in the next several years. Representatives from the auto industry and the commercial call centers will give a comprehensive view of all the issues as we look forward.

Speaker: Eric Sorensen, ENP, SCC Communications Corp.

Have you thought about the types of data that can be made available to the PSAP in addition to ALI? Databases such as Real-Time Traffic and Weather can aid in the rapid response of emergency authorities. This session also investigates the use of location databases containing information about the structure, location of children, hazardous materials, and mobility-challenged individuals to better prepare emergency respondents. The session concludes with a discussion around funding additional data streams and suggestions on moving from concept to implementation.

Speaker: Rick Jones, Loves Park (IL) 9-1-1

A current look at wireless number portability, its impacts on 9-1-1, and NENA involvement. Mandated to begin by late November 2002, WNP will allow wireless to wireless, wireline to wireless and wireless to wireline LNP. In addition to existing LNP impacts on 9-1-1, it will have more. The industry WNP solution requires changes and involvement by almost every wireless carrier in the U.S. 9-1-1 impacts include mixed service display/callback, ALI data changes, and others. The session will highlight what industry and NENA groups have been doing in the past six months and what they will be doing in the next year.

Speaker: W. Brant Howard, CompassCom, Inc.

The need for accurate digital maps and GIS in Public Safety applications is paramount as E9-1-1 moves toward Phase II for wireless communications. The need to locate and respond to wireless calls within 125 meters will require accurate base maps in dispatch. Public safety organizations need to assemble pieces of the puzzle that include existing GIS data, GPS road centerline data, imagery, addressing and service boundaries for their PSAPs. The CAD vendors utilize this GIS as their base map to locate incidents and perform automatic unit recommendation for police, fire and EMS. Geo-referenced base maps are required as many organizations are looking to add AVL (Automatic Vehicle Location) to their CAD to improve response times. This presentation will discuss how the pieces of the puzzle come together and provide examples of areas that are implementing this process to be ready for Phase II wireless requirements.

Speaker: Guy Lassonde, Positron Public Safety Systems

What are the main decision making steps faced by the 9-1-1 Center Manager when looking to install/upgrade a CAD/RMS system? What issues should she/he consider when selecting a system? What challenges will present themselves along the way?

These and other questions are to be answered in this informative and interactive session. In addition to providing highlights of important features to look for in a CAD/RMS, a demo of a system will be provided.

Speaker: Robert Mather, U.S. Department of Justice

Mr. Mather will give an update on Title II of the Americans with Disabilities Act as it applies to 9-1-1 centers.

Speakers: Chris Tucker, Huntsville-Madison County 9-1-1 Center and Joseph Popinski III, Information Engineering

U.S. Government and local agencies are so concerned about economic and national security of this nation as a result of hacking activities, that they have begun a major effort to hire security experts and purchase systems to make telephone system backbones and internet communications as safe as possible. Additionally, the Federal Government has added “Infocon” to the “Defcon” threat rating to measure cyber threat levels.

9-1-1 centers could be one of those agencies that may be at risk through the Internet from those who wish to cause harm to individuals or our government.

These risks are not just limited to those centers that have direct connections to the Internet. Find out why.

Speakers: Steve Lowe and Brian Lehmann, Motorola

Find out how Motorola has enhanced our solutions offerings to respond to the ever-changing needs of the public safety community with our strategic investments in Software Corporation of America (SCA), Suncoast Scientific, and Printrak International. Learn how it all comes together to meet your needs.

Software Only Solution to TTY Access and Training

Speaker: Corinne K. Vinopol Ph. D., Institute for Disabilities Research and Training, Inc. (IDRT)

IDRT is proud to introduce computer software that allows a personal computer to communicate with a TTY using almost any voice modem. Our internationally renowned training package will be highlighted.

Speaker: Ray Paddock, SCC Communications Corp.

For every telephone number registered in an ALI database, there are many more masked by PBX stations that are not registered. Today, most users of these systems do not have full E9-1-1 services available. This session will cover the regulations and risk management considerations driving the implementation of Private Switch/ALI services, the technologies being used to implement the services, and considerations relevant to the PSAPs.

Wireless 9-1-1 Implementation in Illinois

Speaker: Jim Neuses, Illinois State Police

A panel will look at the good, the bad and the ugly of Wireless 9-1-1 implementation in Illinois. Panel members include representatives from the Illinois State Police, the Illinois Commerce Commission, Central Management Services, the Cook County Sheriff’s Department, and local PSAPs. A question and answer period will follow.

Speaker: Xavier Lopez, Oracle Corp.

Public agencies are turning to powerful spatial databases and development tools for the deployment of new generation public safety applications. The management of spatial data within a common data model brings forth a reliable, secure, and extensive foundation for wireless E-911 solutions. This paper describes how spatial database technology delivers the high-end performance and reliability necessary to support these large, mission critical applications.

Speaker: Art Michaud, Aether Systems

The FCC is introducing laws that require PSAPs in the United States to be able to determine the location of a wireless 9-1-1 caller. Emerging mapping applications enable PSAPs to graphically track a fire, chase an incident’s progress and sort through numerous 9-1-1 calls reporting a single incident. The ability for mobile emergency personnel to quickly view best routing directions to the incident location along with real-time status indication of other responding units plus critical location of interest information such as pre-fire plans, hydrants, and inspection history, can dramatically improve incident response.

Speaker: James E. Kuthy, Biddle & Associates

Few things are as frustrating as hiring and training a highly qualified new employee only to have that person quit a short time later. It doesn’t have to be this way. There are many things you can do before, during, and after the hiring process that may affect an employee’s decision to stay or leave, often at little or no cost. This session is designed to help agencies retain their employees while addressing fairness issues to minimize legal exposure. You will learn proven, effective methods for reducing turnover.

Speakers: Joel McCamley and Terry Johnston, L. Robert Kimball & Associates

This presentation will showcase and demonstrate our easy to use, easy to manage, Private ALI system using common off the shelf software and common off the shelf hardware.

Speaker: Bill Kinch, MPC Priority Dispatch

Over the past 20 years the concept of using EMD protocols to prioritize field responses has revolutionized the way emergency medical calls are processed. Since its inception, the Medical Priority Dispatch System (MPDS) has been credited with helping save thousands of lives. Can this same dramatic, positive impact be carried through to law enforcement? Unequivocally, “Yes!” Still, several questions remain. Is it even feasible, desirable, or necessary to have priority dispatching span the entire gamut of public safety telecommunications? What are the possible danger zones to avoid? What do we gain? Bill Kinch has been a pioneer and avid proponent in extending the benefits of priority dispatching to the entire industry. Come get the latest thinking into this exciting new development. Bill Kinch, EMT-P, EMDI. As an EMS and EMD consultant, Bill has traveled extensively to assist communication centers implement quality telecommunications programs. He has over 15 years’ EMS field experience and is a member of the Academy’s Curriculum Board and Fire and Police Protocol development groups.

Moderator: David Jones, ENP, Chair NENA Public Education Subcommittee

Are you media savvy? Do you cringe with fear that your local TV station will only contact you when things go wrong with 9-1-1? Are you concerned that the media will twist your words and make you or your agency look bad? Do you know how to get the media to cover your 9-1-1-success story or special event? If you answered yes to any of these questions, you need to attend this special Public Education Panel on Media Relations.

Miami-Dade Police Department representatives will share their experiences about the nationally covered drowning story involving a 9-1-1 wireless call that occurred there. In addition, media personalities will serve on the panel and discuss what makes a good story, the best way to get media attention and how and why they do what they do. A representative from the Public Information Officers Association in Florida will present media tips and advice for getting your message disseminated to the media. There will be plenty of time for discussion with panel members so attendees can have their media questions addressed.

If you even have the potential to deal with the media, you won’t want to miss this panel discussion!

Speaker: Rich McDonald, SCC Communications Corp.

When disaster strikes, and the sirens begin to sound, residents begin to wonder: “what’s the emergency, how will it affect me, and what should I do?” Providing this level of information is now possible with advanced, telephone-based warning systems. Notification systems allow the delivery of detailed voice messages describing the emergency and the action to be taken. Clearly, the single largest advantage is the ability to target only the affected area. This session explores the ins-and-outs of providing this rapidly growing emergency service and how to make this type of system available in your community.

Speaker: John Benson, Iowa Emergency Management

The tale of how Iowa went from the FCC Report and Order to statewide Phase I wireless E9-1-1 service.

Speaker: Robert White, Plant Equipment, Inc.

Good addressing is essential prior to implementing Enhanced 9-1-1. Bob White is the former addressing manager for the State of Maine and has over 9 years of experience addressing. Attendees will learn what works, tricks to use, and pitfalls to avoid while undertaking an addressing project. This session will cover everything from how to begin a project, what technology is available, and how to maintain your data over the long haul. Anyone who is addressing, or needs to address should attend this informative session.

Geographic Information Systems (GIS) has been the latest buzz in the public safety community, join us to find out why and what your PSAP needs to do.

Speakers: David Schrader, AIA and Brian Bark, ENP, L. Robert Kimball & Associates, Inc.

This is the first of two presentations designated for the progressive PSAP manager that wants to design the optimal PSAP. It will cover the planning phase used to determine your agency operational, technological, and spatial requirements, followed by a discussion of the design phase where space is programmed, your automated systems are integrated and documentation is completed. The discussion will also define the parameters of a good construction document set. A typical design project will be presented and discussed.

Speakers: Eileen Boroski, Lucent Public Safety Systems & Eric Sorensen, ENP, SCC Communications Corp.

This session will define how the Internet type technology is changing the delivery and processing of E9-1-1 calls including impact on public safety community. It will also attempt to dispel some of the misconceptions around this technology:

Speaker: Russ Russell, ENP, TSI Telecommunication Services Inc.

As Chair of NENA’s Future Models Study Group, Russ is aware of the changes to 9-1-1 that will be affecting the jobs in PSAPs, LECs, wireless carriers and third party providers. Are you aware of how ACN, VoIP, XML and Wireless Phases I and II and III are likely to bring in terms of transmission and CPE requirements? Come see what the future is likely to bring. Your job is likely to depend on it!

Speakers: Richard Behr and Kevin B. Willett, Public Safety Training Consultants

This session is in the classic “Lessons Learned” style. We have taken the time to investigate various 9-1-1 lawsuits and the situations behind them. We then contacted EVERY State Attorney General and asked about specific 9-1-1 issues and liability pitfalls. Take an hour to save yourself and your agency a future lawsuit. Through understanding and education, we can avoid the civil liability courtroom!

Speaker: Florence Kapor, Air Technology

Healthy and clean air in the 911 rooms through the use of the ceiling hung, whisper quiet, Microcon CD. The Microcon CD air cleaner removes the stale, stagnant air and contaminants in the room including gold germs, dust, dust mites, etc. It returns to the room pure, clean air.

Speaker: Valerie K. Zecher, CompassCom, Inc.

Integration of ANI/ALI data into AVL and Mobile data using CompassFDE, CompassTrac, and CompassTrac Mobile from CompassCom, Inc.

Speakers: Tim Jenkins and Beth Ozanich, ENP, SCC Communications Corp.

A world of information at your fingertips, or so the expression goes. Join us for a discussion on 9-1-1 data and system measurements, what they mean, how to use them, and how they can be used to enhance the work of 9-1-1 professionals, whether in the PSAP, at the regional agency level, or at the telephone company. Learn how metrics can work for you. Recognize the appropriate use of 9-1-1 metrics and the problems that may arise if data is interpreted incorrectly or extrapolated in such a way that it no longer accurately represents the original data.

Speaker: Gary Pulford, Lucent Public Safety Systems

This session will provide attendees with insight regarding the question of whether a PSAP needs mapping and graphics for wireless 9-1-1. The speaker will provide information on various approaches and implementation considerations that PSAPs should include during the planning stages of wireless 9-1-1.

Complete 9-1-1 Mapping Solutions for Wireline & Wireless Implementation

Speaker: Tommy Takeshita, Maui Police Department

This session introduces the importance of accurate mapping projections for Police, Fire/Rescue, and Medical response. Mapping database includes county parcel maps which includes street names and numbers, tmk, and owner names. Also included within the database are street centerlines, digital photography, ariel photography, building plans, and topography maps. Presentation will also demonstrate how to drop an x & y coordinate onto a map using longitude and latitude GPS points. This is an Arcview platform that can also project crime analysis and plotting, jurisdictional boundaries, and line of site visibility. This is a complete mapping package for all public safety agencies.

Design and Construction of a New PSAP Facility

Speakers: David Schrader, AIA and Brian Bark, ENP, L. Robert Kimball & Associates, Inc.

This session will briefly summarize design considerations, then in more detail address the construction phase responsibilities of the owner, contractor, and design professionals. It will also deal with move planning. This session will be worth attending for any PSAP manager faced with the challenge of renovating or constructing a new PSAP facility. The facilitator will lead attendees through the design and construction process.

Moderator: Roger Hixson, NENA Technical Issues Director

Speakers: Mary Boyd, ENP, Bob Krystowski, Lucent Public Safety Systems;Tom Sikorski, Ameritech; Ric Atkins, Tarrant Cty. 9-1-1 (TX)

Speakers will provide an overview of the technical issues and information on public education, legislation and regulatory efforts that are currently underway to solve the 9-1-1 PBX issues.

Speakers: John Arnstein, GartnerConsulting

3-1-1 Systems are now operational in a number of major jurisdictions nationwide, and more are being planned. This presentation will provide a real world perspective to those who must plan for and implement such systems in conjunction with traditional 9-1-1 call centers. The presentation will give attendees specific information they can use when they return home. It will cover key issues to consider, real world examples, and action items for the audience.

Speakers: Dave Larton, Associate Editor, 9-1-1 Magazine and Dennis Keener, FBI

With technology driving today’s modern 9-1-1 Dispatch Center more than ever, it becomes more possible for hackers, crackers and cyberterrorists to infiltrate our 9-1-1 infrastructure and disrupt or even terminate a Center’s emergency telephone calls. Recently two Florida teenagers were convicted of rerouting a 9-1-1 Center’s emergency calls to a 900 chat line in Sweden. What are the implications for Center management and dispatchers? How can we protect our Centers against cyberhackers? Dave Larton, Associate Editor of 9-1-1 Magazine, and FBI Special Agent Dennis Keener are members of the FBI’s National Infrastructure Protection Center, given a mission under Presidential authority to protect our nation’s infrastructure against all forms of domestic and international terrorism. Join us in this review of how our infrastructure is open to attack, and what we can do to protect ourselves from intrusion.

Speaker: Tim Wargo, Nu-Metrics

Value and use of a vehicle installed electronic distance measuring instrument for efficient 9-1-1 addressing.

Speakers: Sue Pivetta, Professional Pride & Robert Hodges, Seminole County 9-1-1

Either they can – or they can’t? Before wasting thousands of dollars and hours into a new new hire who cannot multi-task come and see this presentation. Sue Pivetta, President of Professional Pride Training Company has a different slant on Multi -Tasking gained after 11 years teaching vocational college. She shares new thoughts on teaching the elusive skill of MultiTasking by using simulation. Come and see 911 StarZ II, a multi tasking training simulator – the turning point for your agency training. Listen to the experience of Robert Hodges, Seminole County 911 – who has been using 911 StarZ successfully for years.

Speakers: Kevin B. Willett and Richard Behr, Public Safety Training Consultants

The nation continues to be plagued by School Violence. This session highlights the most recent events in Santee and San Diego along with other school emergencies nationwide. Actual 9-1-1 tapes and lessons learned from the agencies involved will be shared. Don’t miss this most current version of the well-known PSTC School Violence class. A valuable checklist developed this year will be provided to each attendee.

Speaker: Alicea Nixon, RedSky Technologies

Last summer, Illinois became one of the first states in the nation to adopt an Enhanced-9-1-1 law. Find out what obstacles and issues companies have encountered on the road to compliance, the mistakes that were made, and helpful hints for companies heading down the E9-1-1 path. This session also will provide thoughtful suggestions on the steps that should be taken before nationwide E9-1-1 expansion takes place.

Panel: Chair, Barbara Thornburg, ENP, Chair NENA Data Technical Committee

Information from members of NENA’s Data Technical Committee pertaining to the status of current committee and study group initiatives. Highlights from the Technical Development Conference will also be presented.

Speaker: Steven D. Rivas, Medical Priority Dispatch

Interest generated by Steven’s presentation at the NENA 2000 conference in Salt Lake City included: fire communications procedures, incident command system issues for dispatchers and protocols for call takers receiving fire-related calls for service. Steven will provide new insights in each of these topic areas.

Speaker: Bruce Heinrich, microDATA GIS, Inc.

Considerations for implementing a map display for wireless Phase I/II including GIS support. This presentation will detail the reasons for implementing a map display for wireless Phase I and Phase II. Bruce will review desirable map display features and the required GIS source data. In addition, the seminar will examine the requirements for properly building and maintaining the supporting GIS system including data collection, synchronization with ALI and data verification. Special attention will focus on the development and maintenance of the wireless tower and sector GIS coverages for both CAS and NCAS systems.

Speaker: Bill Weaver, Nortel Networks

After attending this workshop, the 9-1-1 communications manager will be able to provide answers to three key questions they often ask themselves or their management team:

Speaker: Greg Sheehan, PowerPhone, Inc.

As the Latino population in the United States rises, telecommunicators must be equipped with the tools and knowledge to handle an increasing number of Spanish-speaking callers. This presentation gives an overview of Latino culture and how it impacts a call for help. Attendees will also explore topics related to police, fire and EMS dispatch in these situations.

Speakers: Chris Herrmann, Mike Moody, Cameron Dew, Southern Software, Inc.

This session will discuss the benefits of integrating CAD, GIS, and address/MSAG development. The advantages of sharing information without redundant data entry will be examined. Attendees will see how innovative, yet user friendly, solutions can provide access to multiple information systems.

	Speaker: Glenn A. Roach, ENP, Xypoint Location Platform
	Reintroduction of the TCS Xypoint E9-1-1 Platform
	Phase I Service – Where we have been
	Phase II Service – Where we are going
	Location Based Services – A look into the future

Speaker: Phil Sorentino, CSP, Humor Consultants, Inc.

The person who wants to communicate effectively must first learn to listen effectively. Phil Sorentino will explain Active Listening.

Understanding and learning how to listen could solve many of our challenges. Think about how much time, effort and resources are wasted because we were too busy to listen and understand, as Paul Harvey would say, “The rest of the story.”

Phil will give us 4 ways to encourage talking, 6 ways in which we benefit from listening, 3 great barriers to listening and 10 tips on active listening. First, everyone will take a self-scoring quiz to see how good of a listener you are.

Speaker: Donald Solberg, Printrak

The number of Wireless 9-1-1 calls has increased dramatically in the last several years, and will continue to increase. Wireless 9-1-1 will force a design change in both the 9-1-1 system and the Computer Aided Dispatch systems, which are used to handle the calls for service. PSAPs will no longer only be dealing with address based call for service locations, instead they will have to deal with call locations that are coordinate based. In addition the coordinate based locations may be moving. The public perception that the PSAP can determine where a Wireless call is coming from will also force public safety agencies to be able to locate their resources, making AVL mandatory.

The CAD systems that are in use today have evolved over the last three decades and most of them will be ill equipped to handle the Wireless E-9-1-1 systems that will be implemented in the next couple of years. The next generation CAD system has to utilize a map based, coordinate geo-file, integrated with map displays for both call takers and dispatchers, integrated with an AVL system and in-vehicle map displays.

Speakers: Rob Martin, National Academy of EMD and Richard Bilger, MERGInet.com

There’s a wealth of information on the net, if you know where to find it—and distinguish the good from the bad. Continuing education, training, information resources, news, vendor specifications, traffic conditions are all out there and waiting for you! Learn the best sites, how to search effectively for information, pitfalls to avoid and hear examples of how different 9-1-1 communication centers have incorporated web resources into their training and information base.

Speaker: Beth Ozanich, ENP, SCC Communications Corp.

Five years ago, SCC did a “proof of concept” for Phase II Wireless technology in Houston. One of the concerns then was knowing how well the coordinates collected by the location determination equipment would relate to the base map being displayed. This session will include a discussion on the idea of spatial synchronization between coordinates collected in the field, base maps that serve as the basis for routing calls using field generated coordinates, and the maps they will be displayed upon at the PSAP. Discover what needs to be done to bring these into concert with one another in anticipation of location-based call routing for wireless, telematics, and other non-traditional 9-1-1 addressing.

Speaker: Verdette Hall, RCC Consultants, Inc.

Space planning for a new or upgraded PSAP facility. New equipment for wireless has created needs to expand or build new PSAPs. This session will cover design of console furniture, space planning for dispatch center, equipment rooms and ancillary spaces (offices, bread room, etc.). Ergonomic considerations will include lighting, sound absorption and ADA requirements, plus “rule of thumb” cost estimating procedures.

Speaker: D.C. Greer, Government Capital Corporation

The availability of lease purchase financing is the key to making acquisitions affordable. This presentation will address the “ever present” budget crisis facing the emergency service industry. Topics to be covered include: 1) what is lease purchase financing, 2) the value of financing, 3) overcoming fear of financing 4) who qualifies for tax exempt financing, 5) what can be financed, 6) financing options that overcome specific budget problems, 7) laws governing financing, 8) bond vs lease purchase financing, 9) sources of financing.

Speaker: CML Representative

A PSAP needs statistics to ensure that sufficient equipment and circuits are available and that call-takers are available to answer both 9-1-1 calls and administration calls. Statistics can be obtained from the central office or the PSAP. But what is the best way? and is there a best way?

Speaker: William L. Doolittle, William L. Doolittle & Associates, Inc.

What do you think when you hear the term “Strategic Planning?” Are all strategic planning processes alike? This presentation will provide a working definition of strategic planning and introduce the various approaches to completing strategic plans. We’ll also walk through the various stages of strategic planning to understand how the methodologies build on previous steps to develop conclusions. The session will provide you with the ability to recognize and distinguish between the various assessment and planning methodologies for strategic planning, such as Benchmarking, Balanced Scorecard, Total Quality Management, Business Process Re-engineering, and others.

Speaker: Toni Dunne, Positron Public Safety Systems

Equal access to telephone emergency communications can mean the difference between life and death for citizens who use TDD/TTYs. But is equal access really possible? This is an informative session to help you gain an understanding of what must be done to evaluate accessibility in your agency and find solutions for what may seem to be impossible. Remember, the key to success is having the proper tools and techniques. Don’t self destruct… Accept this as your mission today.

Speaker: Robert W. Thompson, ATX Technologies, Inc.

Telematics, the new location-based services, have had both positive and negative impacts on 9-1-1. Bob will provide a general background on the industry and an update on its status in 2001. The presentation will provide a broad overview of telematics activities throughout the U.S. and the world.

Speaker: Dave Orechwa, Baker Integrated Technologies

Join us to see and learn how radio, telephone and E9-1-1, when integrated into a single system platform, results in a more efficient call-taker/dispatch communications console. These applications combined with ANI/ALI, TDD, Instant Recall Recorder and Call Queing features are operated from one flat LCD monitor using a mouse, key-board or keypad. DISPATCHWorks is manufactured with industry-standard hardware and software and is distributed direct to end users by Baker Integrated technologies. Each system is built and tested before shipping for reliable 24/7 operation in your communication center. PSAP’s benefit from the user friendly software, direct-purchase cost savings and personalized care given by our company when service is necessary.

Speaker: Don Bell, Marconi

An application service provider (ASP) offers public safety agencies access to applications or other content (multimedia for example) on a predictable monthly fee basis. The applications are loaded on servers housed in a central data center and then delivered over the Internet or a private connection. This method provides multiple advantages for public safety agencies–for example, small departments with low IT budgets can have access to applications that normally carry very high price tags; large departments can distribute and upgrade applications to users in many locations quickly. Additionally, because ASP services are considered an operational cost rather than a capital expenditure, a department can access the latest technology without the traditional procurement cycles associated with new application integration.

Moderator: John Kelly, Chair, NENA 9-1-1 Center Operations Committee

This blue ribbon panel will focus on operations-related issues in 9-1-1. The panel will draw upon work underway or completed by selected Subcommittees of the 9-1-1 Center Operations Committee, in the areas of staffing and scheduling, human resources, accessibility, contingency planning, and standard operating procedures. This extended session is a must-attend for PSAP managers.

Speakers: Jerry Merlick, The 9-1-1 Group Inc., and Arthur Kraus

Using experience gained from working with 9-1-1 agencies located across the country, the presenters will provide insight into the best methods to use when approaching and implementing a PSAP wireless solution. Topics that will be discussed include data, software, hardware, people, costs, timeline, companies, and methods. After the presentation, a Q&A session will allow attendees to walk away with a better understanding and confidence of how they can proceed with their own wireless solution plan.

Speaker: George Supan, Teltronics, Inc.

Ask yourself this question: When I am at work will the Emergency Response people be able to find me in my office?

Our session will be an overview of the E9-1-1 call processing network, PBX E9-1-1 issues and true stories of emergency events that required the enhanced 9-1-1 service.

How do we solve the PBX problem of notifying security and front desk that a 9-1-1 call has been placed in the facility.

What can be done to aid the caller? PSAP database information to help them dispatch to the right building and for the responding people to be able to find the person in need of help.

Speaker: Craig Donaldson, SCC Communications Corp.

Over the last 30 years, America’s 9-1-1 infrastructure has not enjoyed the same benefits experienced by others from advancements in telecommunications technology. Wireless and similar new technological challenges and their associated regulatory requirements are threatening to overwhelm the current infrastructure. The topic for this discussion will be how to bring public safety into the 21^st century and the requirements for innovations that make use of an open architecture that can accommodate multiple systems and interfaces.

Speakers: Eileen Boroski and Mary Boyd, ENP, Lucent Public Safety Systems

This session will provide an overview of technological changes that will affect the look and feel of 9-1-1 calls within the PSAP. Panelists will provide an insight into network, database and non-traditional services such as Telematics that will have an impact on PSAPs.

Speaker: Ronald Cramer, Digital Data Technologies, Inc.

This presentation will focus on select counties at various stages of their GIS implementation. More specifically, how centerline data collection technology was utilized to obtain the most accurate, useful centerline networks in the shortest amount of time and at the lowest cost. Intelligent, three-dimensional road centerlines with accurate, geo-located and field-verified addresses provided an excellent means by which to integrate data from legacy systems. The result was the establishment of the fundamental foundation upon which to build a GIS, while validating addresses and road names in the process.

Speakers: Stan Heffernan and Dan Darnell, Greater Harris County 9-1-1Emergency Network

This session will cover how to build an intelligent/redundant data network to handle current and future PSAP needs and how to build and maintain facilities to support these systems. Topics discussed will include: proactive preparations, frame relay, maintaining a PSAP Helpdesk/Command Center with available networking tools and applications, the importance of redundant power and cabling at facilities, plus lightning research and weather monitoring.

Speakers: John Arnstein and Mike Sadlowski, GartnerConsulting

Strategic planning remains an ever-present need as technology and the regulatory environment evolves. Without a good planning process and an effective plan, managers risk finding themselves in a reactive, defensive position. This presentation gives managers practical insights and tips into how to initiate and conduct strategic planning efforts in their organization. As a result, managers will be better able to initiate proactive efforts that will allow them to guide their organizations through the inevitable change and uncertainties they will face.

Speakers: Mark Adams, NENA Executive Director; Roger Hixson, NENA Technical Issues Director; Mike Hunter, RCC Consultants Inc.; Bob Miller, ENP, Chair, NENA Technical Advisory Board, RCC Consultants Inc.

This session will inform attendees on NENA’s effort to certify wireless carriers in regards to the FCC mandated wireless location accuracy requirements. It will review the process of these unbiased studies and how NENA, in conjunction with RCC Consultants, will implement the Certification Program. The benefits received by wireless carriers, PSAPs and the public will also be discussed.

Speaker: Elise Kim, 9-1-1 for Kids

Outline steps to host a “9-1-1 Local Heroes” recognition ceremony and other community outreach programs to promote the 9-1-1 emergency network system.

Speaker: Jeff Wittek, Plant Equipment, Inc.

Communications between public safety platforms such as CAD, radio, mapping and telephone is essential. Now, with challenges such as wireless location, Telematics and unsolicited ALI messaging, it is more important than ever to have all your mission critical applications working together. Join Jeff Wittek for an enlightening hour on integration, the key to seamless communications.

Speaker: Steve Miller, Illinois State Police

This presentation will focus on the ways in which a variety of innovative and emerging technologies are being implemented in wireless mobile data Public Safety applications. Secure Intranet/Internet and Imaging applications will be discussed, as will a wide range of technologies being employed that positively impact Public Safety. The Illinois Wireless Information Network (IWIN) will be highlighted as the example of these applications.

Speaker: LeAnn E. Krieg, University of Wisconsin – Madison Police Department

How to create a training session/in-service that meets your specific needs and stays within your budget. Includes information on gaining internal and external support for the program, working with a local technical school versus setting it up on your own, developing a schedule/topics, finding low cost speakers, “advertising”, evaluations, etc. Information based on three years of experience setting up an in-service that has trained 80 – 90 dispatchers each year at a cost of less than $35 per student.

Speaker: Lisa Dator, SCC Communications Corp.

State legislatures are evaluating ways to address changes in 9-1-1 technology to bring emergency services to more of their citizens. However, as expected, every state is different in their approach. This session will review the pending and enacted state legislation affecting emergency services in 2001. Explore today’s hottest legislative issues: emergency system funding, wireless E9-1-1 implementation, PBX legislation, emergency notification systems, 3-1-1 non-emergency number systems, cellular phone use in vehicles, and similar state issues.

Speaker: Peter R. Nelson, GartonWorks, Inc.

We present a model for using 9-1-1 data to dynamically search external databases and assemble more complete information. Current dispatch systems can display 9-1-1 call information. But for many calls this is limited information indeed. Imagine a system that could dynamically use 9-1-1 call data to determine a context, or situation, for a call. Using the context/call data the system could then dynamically search external databases, assemble results and provide relevant information to responding officers – automatically. This model connects the starting point – a 9-1-1 call – to the world of information that could make the difference in responding to the call.

Speaker: Phyllis Foxworth, Navigation Technologies

A street network database is more than just digitized roads. Responding to an emergency requires data that is precise and represents a high level of ground truth. But how do you evaluate a street network database? What are the components that make up a complete street network database? What is the criterion for judging quality?

This presentation will examine the components of street network databases and provide the audience with the tools necessary to evaluate the myriad of databases that are available. Furthermore, we will examine how to analyze the needs of your emergency services project and assign the appropriate level of data accuracy required for the success of the GIS undertaking.

Speaker: Paul Guest, Positron Public Safety Systems

Many vendors in the Public Safety arena provide a myriad of application choices. Are they all native-developed applications, or does a vendor partner and integrate pieces of the 9-1-1 puzzle using multiple sources? What happens when things go wrong and applications fail? Is there a time/cost saving involved for the PSAP when sourcing from one provider?

This session goes over the main benefits of having one vendor provide a complete 9-1-1 solution including: Call taking, CAD, records management, mapping, information management, and radio.

Speaker: Arthur Kraus; AK Associates

This presentation would be intended for directors of smaller PSAPs who have neither the resources nor the expertise to implement a high-end communications center, yet still have the same public safety needs as large cities. How has technology advanced to provide them with comparable abilities?

Speaker: Brian Duesing, SBC Communications

3-1-1 has been developed to reduce congestion of a municipalities 9-1-1 system, which improves responsiveness to true emergency calls, and, provides citizens easy access and quicker response for non-emergency information requests.

Speaker: Phil Sorentino, CSP, Humor Consultants, Inc.

Tiger Woods has a golf coach. Enough said. Here is the best carbon-based life form at golf on the planet. He has someone to coach him to be better, to see things he can’t, to share a perspective that will take him from “here” to “there.” For those of us who don’t have Tiger’s resources, we’ll show you how to be your own coach.

To quote Pat Donadio, a veteran coach, “All we do is take individuals from here to there.” You determine the “here,” where you are now and the “there,” where you want to be. Phil Sorentino not only believes it is possible to have joy at whatever you do, he knows that being joyful is how to get whatever you want. Coaches help identify the why’s and the how’s of achievement. Then, they become encouragers that discipline, yes discipline, you to do what needs to be done to get to “there.”