2008 DAKOTA 9-1-1 CONFERENCE COURSE DESCRIPTIONS

 

 

"WIRELESS ISSUES AT THE PSAP"

 

Funny Phone Numbers and Other Stuff

Funny phone numbers you can’t call back, calls from people who aren’t even phone customers, prank calls other issues.  These have become a part of public safety’s experience as the FCC’s wireless E9-1-1 order is followed.

This program will emphasize what issues come up during daily operations at a Phase I or Phase II PSAP and how to best deal with them.  This fast-paced presentation will be in a straightforward “news you can use” format.  The presentation provides an overview of general wireless issues, and is not specific to Cingular.

There is plenty of time for questions during this presentation, and -- time permitting -- the presenters will also offer a “Phase II Quiz” at the conclusion, which reviews some key facts about wireless location technologies.

The program is presented by Allen Muse, ENP.  He is  “PSAP advocate” for public safety at AT&T Mobility.

 

“A PSAP GUIDE TO PHASE II”

 

It’s different, but how?

 What can PSAPs expect after they receive Phase II Wireless E9-1-1 service?  How does it affect operations and what procedures have to change?

While a lot goes on behind the scenes to make Phase II work, the only difference visible to the telecommunicator is on the screen at the PSAP. How does Phase II work, what training is needed at the PSAP and how do you interpret the information?

The emphasis will be on what is different and what remains the same.  The presentation will be in a straightforward “news you can use” format.  The presentation provides an overview of both handset and network based Phase II solutions, and is not carrier specific.

The session will be hosted by Allen Muse, ENP.  He works for AT&T Mobility as "PSAP advocate.”

 

“GETS”

(GOVERNMENT EMERGENCY TELECOMMUNICATIONS SERVICE)

 

Priority Telecommunications Services for Public Safety Managers

 This session provides a discussion of Priority Telecommunications Services provided by the National Communications System (NCS) and the Department of Homeland Security for use by emergency management and public safety personnel in both the public and private sectors.  The specific services are Government Emergency Telecommunications Service (GETS) for landline network priority calling; Wireless Priority Service (WPS) for Wireless Network priority calling; and Telecommunications Service Priority (TSP) for priority restoration and provisioning of critical telecommunications circuits serving emergency management operations. The discussion will include service descriptions and the process for acquiring these services.  Interaction for conferee questions is built into the discussion time. 

“9-1-1 CITIZEN’S ACADEMY”

 

A 9-1-1 Citizen’s Academy gives the public a rare opportunity to learn about their local 9-1-1 system and understand why it’s important for us to ask all those questions.  It can also be used as a recruitment tool to help improve your dispatcher candidate pool.  This session will explain the benefits of a 9-1-1 Citizen’s Academy and offer ideas on how you can implement an academy in your community.

 

“PROJECT RETAINS”

 

Responsive Efforts To Address Integral Needs in Staffing

APCO International’s Project RETAINS (Responsive Efforts To Address Integral Needs in Staffing) is the product of the most extensive in depth research ever conducted of the issues impacting the recruitment, hiring, processing, training and retention of public safety communications center personnel.

APCO Project RETAINS was initiated in response to a widespread perception that the public safety communications industry had unusually high employee turnover rates. While members were telling APCO International they were struggling to find and keep qualified employees, managers had no national data they could use to compare their center with others to determine whether they were dealing with an extreme situation. There was anecdotal evidence of a problem, but no hard data that could help determine if high turnover was a widespread problem or a localized phenomenon.

A first ever definitive national study of public safety staffing issues was conducted over the course of four years using vigorous research methods. Derived from this expansive research is the APCO Project RETAINS Effective Practices Guide and online Toolkit. The Effective Practices Guide lists strategies and discusses the factors related to employee retention and satisfaction. The Guide also evaluates pay, benefits, overtime, recruiting/screening/selecting qualified staff, shift management, turnover rates, job complexity, working conditions, and factors related to employee satisfaction.

The APCO Project RETAINS Toolkit and Effective Practices Guide are designed to assist communications center managers, human resource and budget personnel, police chiefs, sheriffs, fire chiefs and elected officials, in addressing the challenges associated with hiring and retaining qualified personnel for this vitally important position that is the person behind the number 9-1-1. These tools contain formulas and provide processes that communications center managers can use to estimate their staffing needs and compare them with current staffing levels by looking at the available hours employees can work, turnover rates, hours that need to be covered and call volume among other factors.

 

“COMPASSION FATIGUE”

 

Stressors That Impact The Job

 

Public Service can provide a sense of satisfaction to life; there are also stressors that impact the job.  One of the most common types of stress, "Compassion Fatigue" comes from a blend of intense crisis, repeated exposure and repressed attempts to deal with its symptoms.  In this session we will take a look at some common causes of this type of stress along with some commonsense suggestions for dealing with it in our lives.

 

“TELECOMMUNICATOR LIABILITY”

 

Liability Issues In The Communications Center

Liability issues in the communications center have become a major issue across the United States. Communications centers across the United States are now facing lawsuits. It is important for all members of the communications center to learn skills to reduce liability.

 

“APCO STANDARDS DEVELOPMENT COMMITTEE”

 

What Are These Things Called Standards?

 What are these things called standards, and what is APCO doing in this area?  This presentation will discuss the world of standards and the APCO ANSI Approved standards processes.

 

“CUSTOMER SERVICE FROM THE CUSTOMER’S VIEW”

 

What Is This Thing Called Customer Service?

 What is this thing called customer service?  To better understand how we can provide better customer service we will look at the perspective of the audiences that we provide services to as a Telecommunicator.  How do these perceptions and expectations affect these audiences when they interact with us?

 

“WIRELESS TOWER VERIFICATION AND ACCURACY TESTING”

 

What Benefits Can Be Gained From Verification Of The Information?

 This session will discuss the wireless routing sheets used to gather needed information on the wireless sectors.   What benefits can be gained from verification of this information, and some methods to do this.  We will look at some procedures that can be used to perform this important function.  We will also briefly discuss the accuracy of these calls.

 

“WHAT IS NG9-1-1?”

 

What Is Happening With This New Buzz Word “NG9-1-1”?

 This presentation will help the audience understand what is happening in the industry with this new buzz word of “NG9-1-1”.  NG9-1-1 will be defined for the users as it relates to them.  We will discuss the real world applications, impacts, and challenges of NG9-1-1.

 

“WARNING INSIDE THE BOX”

 

The New Look of National Weather Service Warnings

 Susan Sanders from the National Weather Service in Rapid City will demonstrate the agency’s new procedures to identify areas in the path of tornadoes, severe thunderstorms, and flash floods and provide resources for dispatchers to communicate that information to responders and the general public.

  

“CLASS B RETIREMENT INITIATIVE”

 This will include information about the SD APCO/Dakota NENA sponsored initiative to make dispatchers and telecommunicators eligible for Class B retirement benefits in SD.  Currently all communications is under Class A retirement and this does not allow for the early retirement afforded to law enforcement officers, corrections officers, etc.  This presentation will include information about the progress of the current initiative and what local departments can do to try to get this initiative passed by the SD retirement board.

  

“NLETS”

 

National Law Enforcement Teletype System

As the NLETS Education Specialist much of Bob Morris’s efforts are directed toward the development and standardization of training and education for the more than one-million system users in North America.   Through broad-based outreach efforts, Bob delivers mission critical information on investigative resources, data sharing, and new technology at the forefront of public safety efforts.

  

“ICE”

 

Immigration and Customs Enforcement

This class will be an overview of the services provided by ICE and the best ways to deal with illegal immigrants on the local level.  In 2003, the Homeland Security Act dismantled the INS and divided it into three separate agencies all under the newly created U.S. Department of Homeland Security (DHS).  Citizenship and Immigration Services (CIS), Customs and Border Protection (CBP) and Immigration and Customs Enforcement (ICE) were all created under the new DHS.  Most law enforcement officers in INS were transferred to ICE under DHS. 

Detention and Removal Operations (DRO) is an entity of ICE responsible of the detention of aliens in removal (deportation) proceedings.  They are responsible for overseeing the cases of all aliens in removal proceedings and enforcing the immigration judges’ decisions and court orders including their departure from the US.  DRO is also responsible for the Criminal Alien Program (CAP) which task is to locate, identify, and process for removal any aliens incarcerated in local detention facilities, state and federal institutions.

  

“SENATE BILL 143 INFORMATION AND UPDATE”

 

Information about the Senate Bill 143 that has just gone through the SD state legislature and deals with 9-1-1 fees and establishing a state 9-1-1 committee to determine how 9-1-1 funds are distributed.

 

“CART”

 

Child Abduction Response Team

 General information about the Child Abduction Response Team and what they can do for your department.

  

“OFFICER SURVIVAL STORY”

What began as an everyday Zero-Tolerance DUI turned into a life and death struggle and you get to relive it as it happens.  Pierre Police LT Dave Panzer and Telecommunicator Jim Geuther tell their story of how an arrest turned into a car-jacking and ended in a use of force decision.  This story is punctuated by the in-car-camera that puts viewers in the driver's seat as they discuss lessons-learned and interact with the men who not only survived the incident; but, the aftermath as well. 

 

“NCIC AUDITS”

 

How to Survive and NCIC Audit

 This class will include discussions of items that are included in an NCIC Audit, the NCIC entries reviewed during an NCIC audit, including the Adam Walsh Act with Missing Persons entries, the most common problems found during an NCIC Audit, restricted NCIC files, the $K and $M messages agencies can receive from NCIC and then a question and answer period.

 

 

“EMD”

 

Emergency Medical Dispatch

 This class will cover the following topics:

[1] Caller Management-Technique to get the most from every caller                      

[2]CPR/AED-Making sense of Pump-in and Shock-in
[3] Pregnancy / Delivery-Trouble shooting the Pre Hospital delivery.

 

 

“CAPTEL/CSD”

 

Communication With The Deaf and The Hearing Impaired

The Class will cover information about a new phone being used by hearing impaired individuals that is a combination of TTY and regular audio phone.  Information about how the phones operate and what to expect when a 9-1-1 calls is received will be covered.