ENGAGE SHARE DRIVE TRANSFORM

Transcription

1 ENGAGE SHARE DRIVE TRANSFORM NENA Development Conference Where Collaboration Becomes Innovation October 4-7, 2015 See pages 1 3 for details Critical Issues Forum Location: It All Starts With Where? October 7-8, 2015 See pages 3 for details NENA Education Summit Three Days of Industry-Best Training Courses October 5-7, 2015 See pages 4 for details 3 Events, 1 Location! DOUBLETREE AUSTIN AUSTIN, TX

2 WHERE COLLABORAT Be part of the discussion! During the focused, interactive working sessions of the NENA Development Conference (NDC), you will explore how to address the current and future needs of public safety professionals and drive the development of standards and best practices. This is your opportunity to make your voice heard and contribute ideas on how challenges should be addressed or solutions implemented. Taking part in the process and lending your first-hand knowledge of PSAPs, communications networks, and technologies ensures that the needs of public safety are met today, tomorrow, and for years to come. This conference is unlike any other; the NDC s unique, output-oriented program offers you the flexibility to focus on the issues that are important to you in a dynamic, cooperative atmosphere. The important, hands-on work done during the event not only yields immediate rewards for the public safety community, but also bolsters NENA s current standards development and helps define the Association s path forward for the next year. This isn t your typical conference where you just sit back and listen it s a venue for you to get personally involved and channel your energy and expertise to make a difference in the future of It s a hotbed for new ideas and a place where you can meet with your peers and experts from other fields to build partnerships and initiate forward-thinking projects that will move emergency communications into the 21st Century. Your unique viewpoints drive the discussion and your contributions result in real, tangible gains for You will leave energized, motivated, and brimming with new ideas. Fueled by what you have accomplished, you will return home eager to continue the important work begun at the event. Hundreds of your peers from across the emergency communications world will be at the NENA Development Conference working towards the next great idea and it may be yours. We look forward to working alongside you in Austin, TX from October 4-7 at what is sure to be the most exciting and productive Development Conference yet! NDC Schedule-at-a-Glance Sunday, October 4 8:00am 5:00pm 8:30am 5:00pm 8:30am 5:00pm 5:15pm 6:15pm 6:30pm 7:30pm Registration Pre-Conference Course: Quality Assurance: A Roadmap to Achieving QA/QI in the PSAP Pre-Conference Course: Understanding Databases in NG91-1 NENA Committee Open House & First Timer Orientation Welcome Reception Tuesday, October 6 8:00am 12:00pm Registration 8:30am 12:00pm Working Sessions 12:00pm 1:30pm Lunch on Your Own 1:30pm 5:00pm Working Sessions Wednesday, October 7 8:30am 11:15pm Working Sessions 11:30am 12:30pm Wrap-Up Session 12:30pm Conference Adjourns Monday, October 5 7:30am 5:00pm 8:30am 9:45am 10:00am 12:00pm 12:00pm 1:15pm 1:30pm 5:00pm Registration Opening Session Working Sessions Networking Lunch Working Sessions 1

3 Learn more at ww ION BECOMES INNOVAT Pre-Conference Courses Sunday, October 4 8:30am 5:00pm Quality Assurance: A Roadmap to Achieving QA/QI in the PSAP To date, quality assurance has largely been considered part of the call taking process. So what about dispatch or any processes beyond call taking? This class closes the loop on PSAP best practices by applying QA strategies and principles to the dispatch parts of a call. NENA s hands-on approach gets attendees completely engaged in the methods and practices intended to create agency policies and a dispatch QA template. Utilizing sample recordings and CAD printouts, participants will examine the QA review process, measurement and evaluation tools, supervisor-to-telecommunicator feedback scenarios, and related legal issues. Understanding Databases in NG91-1 NG9-1-1 software and databases are controlled in fundamentally new ways from E9-1-1 and present exciting new opportunities and challenges. This course is geared toward the operational perspective and is designed for managers, supervisors, and administrators. It introduces attendees to the world of NG9-1-1 systems, software, databases, and the data contained therein. Starting with the basics, participants will gain a foundational understanding of the roles each of the many databases play, how they work together, and their basic data requirements. Understanding the roles and capabilities of these different databases in NG9-1-1 will allow agencies to make informed decisions and develop the necessary policies and requirements as they move toward NG Working Sessions Monday, October 5 10:00am 12:00pm What Do You Really Need to Know? The Role of Authorities in GIS Data Management Spatial data is used in NG9-1-1 for civic location validation, call routing, and other related functions. Additionally, PSAPs and emergency responders utilize it for call handling, dispatch, situational awareness, and response routing. This session outlines best practices and the latest NENA documents pertaining to the role of authorities in the management of GIS data. What to Expect With Text This session allows attendees to share their experiences, questions, and concerns related to the operational impacts of SMS text-to and MMS text-to Participants will discuss SOPs and performance measure considerations and forecast what s coming next, such as OTT, transfers, and more. 1:30pm 3:45pm How to Cover Your Attributes This session provides attendees with insight into how GIS data should be created, provisioned, utilized, and maintained in NG9-1-1 systems. Special emphasis will be placed on understanding attribute and spatial functionality, as well as NENA s short- and long-term goals in developing and providing GIS data maintenance best practices Call Processing Attendees will participate in the continuing work on a NENA standard related to call processing. Discussion will highlight the existing documents that form the basis of this effort, provide an update on progress, and solicit input on related issues, such as the minimum set of metrics required for reporting purposes. 4:00pm 5:00pm Correcting the Gap: The Discrepancies of GIS Data Management This session focuses on the reporting of spatial data quality and integrity, provides a walkthrough of spatial data discrepancy issues, and overviews the provisioning data to the NG9-1-1 functional elements. Attendees will gain a knowledge of the roles, responsibilities, and impacts this data will have on authorities. NG9-1-1 Communication Tools for Individuals With Disabilities This session provides attendees an overview of the communication tools within the NG9-1-1 system that can be used by callers with disabilities. This includes video, text, and voice in traditional and multimedia methodologies and conferencing features that facilitate third-party calling. Tuesday, October 6 8:30am 10:30am Building Blocks for the NG9-1-1 PSAP Participants will review and discuss the current status of NG9-1-1 technical and operations standards. They will also examine how authorities and PSAPs can implement these standards while engaged in the transition to NG91-1. Participants will also be encouraged to identify potential and emerging standards and requirements related to this topic. Developing Request for Proposal Resources This interactive discussion focuses on the continuing effort to create a NENA information document that assists PSAPs and authorities in RFP development. The document content will focus on the central NG9-1-1 core services system and PSAP equipment and software, whether localized or hosted. The goal is to create a document that meets the long-term service and equipment needs of PSAPs and authorities by providing guidance on crucial RFP elements such as planning, research, issuance, evaluation, and vendor services. 10:45am 12:00pm Upcoming Enhancements in Wireless Location Accuracy This session covers the problems with existing wireless location technologies while being used indoors, and gives an overview of some of the approaches being considered for providing good indoor location for wireless calling, how to deliver it to the PSAP, and how public safety can report on its effectiveness. NENA work on location issues for non-mobile services using wireless connectivity will also be reviewed. Fundamentals of Network Design A critical part of any Next Generation implementation is designing the transport network infrastructure. This overview session will highlight what steps can be taken today to ensure that your ESInet will be able to meet the requirements to support the i3 core services. Through a discussion focused on the newly revised ESInet design document, attendees will gain critical insight into this essential component of NG :30pm 3:00pm Sharing Incident Information Using the Emergency Incident Data Document This session discusses potential operational impacts of using EIDDs, as well as the status of EIDD development and a basic overview of how the EIDD serves as a container for standardized sharing of Incident information. A Manager s Guide to ADA Title II The Americans with Disabilities Act (ADA) requires public entities to provide communication services for callers using telecommunications system other than telephone based TTY. Attendees will review, discuss, and assist with updating the current document in accordance with a federal mandate to ensure the document reflects technological changes. 3:15pm 5:00pm Monitoring & Managing NG9-1-1 Systems and Services Agency and authority personnel will provide input and insight into the development of a NENA document that provides guidance on monitoring and managing NG9-1-1 infrastructure, applications, and vendors. 2

4 .nena.org/ndc ION! Building a Authority Guide to NG9-1-1 This session focuses on creating a guide to NG9-1-1 that can be utilized by authorities and PSAP managers. This document will assist in making the related NENA documents, such as the i3 standard, more understandable and user-friendly for operationsfocused personnel. Wednesday, October 7 8:30am 11:15am Performance Measures & Metrics in a NG9-1-1 World With the ever-evolving use of metrics monitoring capabilities in NG9-1-1, the increasing need for data reporting and performance measurement in the PSAP, and continuing concerns about topics such as call processing and response times, there is a significant need to review how these factors can be managed and supported by NENA documents and standards. Join in this special double-session as attendees begin the development of a roadmap for how metrics and performance measurements can best be supported in the NG9-1-1 environment. Critical Issues Forum Location: It All Starts With Where? Ask any dispatcher in any PSAP what is the first question they ask to a caller and it will most likely be: What is the location of your emergency? Ask anyone working on any NG related project about his or her biggest challenge and their answer will likely involve location. Ask the FCC about the most important efforts they have undertaken in recent years and the rule regarding cell phone location accuracy will be high on their list. Finally, if you have any doubt regarding the importance of location in 9-1-1, review the media reports from the string of recent tragedies where responders were delayed because of location-related issues. lecture, conversation, and problem solving. Sessions will include: How location works today from a technical and operations prospective. The ongoing location evolution including the wireless roadmap; test beds; proposed Z axis solutions; and discussion of the FCC s recent cell phone location accuracy order. Potential location solutions which may leverage existing and future technologies; systems; hardware and networks to obtain location information in ways that would have been considered science fiction only two decades ago. 8:30am 9:45am NG9-1-1 Operational Impacts for Authorities NG9-1-1 brings new IT challenges to authorities. What do you need to know, understand, and plan for in NG9-1-1 that isn t necessarily a concern in an E9-1-1 world? Those looking to make the transition will have an opportunity to ask questions and share their concerns with early adopters who can share their experiences. 10:00am 11:15am NG9-1-1 Core Architecture: i3 v3 There is a light at the end of the tunnel, and it s not a freight train coming your way! The next phase of work on the end-state architecture for NG9-1-1 has been identified and is actively being addressed by several working groups. Attendees at this session will hear about this important work and be able to ask questions and offer insights that will help shape the next version of this critical document. It is apparent that location is the common recurring theme in both the operational and technical issues that face our community today. With the recent FCC action, NG9-1-1 implementations, and the ever-increasing percentage of calls made form cell phones and other non-landline devices, location will only grow in significance in the coming years. Join professionals and industry leaders at this Critical Issues Forum in Austin, TX on October 7-8, where this complex and dynamic issue will be the focus of nearly two days of discussion, Schedule-at-a-Glance Wednesday, October 7 10:00am 4:00pm Registration 1:00pm 5:00pm Sessions How the challenges and improvements in this vital area will impact centers and the processing of calls from a dispatcher prospective and a technical prospective. How GIS is the foundation of location accuracy and how agencies can ensure they are setting themselves up to succeed. The importance of accurate location information in the call-routing process and why this first time is a critical element to improving the effectiveness of Thursday, October 8 8:30am 10:00am Registration 9:00am 12:00pm Sessions 12:00pm 1:00pm Lunch & Learn 1:00pm 4:00pm Sessions 4:00pm CIF Adjourns Learn more at 3

5 Registration NDC Pre-Conference Course Member $150 Non-Member $225 Attend one, two, or all three days of training! These courses are perfect for anyone looking to gain knowledge, develop careerenhancing skills, and earn points towards ENP certification and re-certification. Liability Issues in the Center Monday, October 5 8:30am 5:00pm This course provides practical suggestions on limiting PSAP personnel and center liability. Lessons learned from court cases are used to provide examples of procedural violations that formed the basis of lawsuits against PSAPs. The hiring and management of personnel and dispatch center operations are examined from the standpoint of compliance with federal and state laws that regulate these areas. Finally, the concept of privacy in the dispatch center will be evaluated from a constitutional perspective and in light of the many rules governing the confidentiality of medical information Customer Service: Takes Seconds, Saves Minutes Tuesday, October 6 8:30am 5:00pm In the world of 9-1-1, the term customer service takes on a completely new meaning. Customers range from those calling to report an emergency, to those that we send out in response to a request for help, and beyond. This course discusses and demonstrates customer service methods that may take call takers a few extra seconds, but in the end will save minutes by creating an environment of efficiency between the caller, the call taker, and responders. Attendees won t just focus on being polite and compliant, but will learn how to provide the appropriate level of customer service in the most professional manner possible. Overcoming Negativity in the Communications Center Wednesday, October 7 8:30am 5:00pm Are negative attitudes poisoning your center and affecting performance? You can help turn things around, improve morale, and create a healthy and happy work environment! Attendees will learn to define negativity, identify the characteristics of optimists, pessimists, and realists, and understand the differences between perceptions and expectations. Through interactive group exercises, participants will see how negativity presents itself through internal, external, and verbal pathways, and learn to deal with negative behavior and cancerous attitudes. NDC + CIF Combo Early (by ) Regular Member $620 $650 Member ENP $575 $605 Non-Member $665 $695 NDC-Only Early (by ) Regular Member $395 $425 Member ENP $375 $405 Non-Member $415 $445 CIF-Only Regular Member $275 Member ENP $250 Non-Member $300 Education Summit Member One course $150 Two courses $250 Three courses $300 Register online for all three events: Event Location & Housing Doubletree by Hilton Hotel Austin 6505 N Interstate 35, Austin, TX Special Attendee Rate: $139/night Housing Deadline: Non-Member One course $225 Two courses $325 Three courses $375 Book your room online at About NENA: The Association NENA: The Association serves its members and the greater public safety community as the only non-profit professional organization solely focused on policy, technology, operations, and education issues. NENA members are part of a grassroots network of public safety professionals dedicated to improving across North America and beyond. NENA is where hands-on work to improve emergency communications yields truly meaningful results; our members are directly involved in shaping the future of and in keeping our communities strong, safe, and vibrant. NENA exists to ensure that is prepared to meet the needs of all citizens making requests for assistance by developing standards and resources for systems and operations; providing education, training, and certifications for professionals; informing policymakers about issues facing 9-1-1; and educating the public about systems, their importance, and their proper uses. 4

6 National Emergency Number Association 1700 Diagonal Road, Suite 500 Alexandria, VA ENGAGE SHARE DRIVE TRANSFORM NENA Development Conference Where Collaboration Becomes Innovation October 4-7, 2015 See pages 1 3 for details Critical Issues Forum Location: It All Starts With Where? October 7-8, 2015 See pages 3 for details 3 Events, 1 Location! DOUBLETREE AUSTIN AUSTIN, TX Register by & save! NENA Education Summit Three Days of Industry-Best Training Courses October 5-7, 2015 See pages 4 for details THANKS TO OUR NDC SPONSORS! THANKS TO OUR CIF GOLD-LEVEL SPONSORS!