OCT9-12

An interactive, informative, attendee-driven event focused on improving PSAP performance and shaping the future of 9-1-1 systems

OCT12-13

An in-depth examination and discussion of two of the hottest topics in 9-1-1 focused on charting 9-1-1’s path forward

OCT10-12

Three days of industry-best training courses for 9-1-1 professionals

c r i t i ca l i ssues fo rum

ONE LOCATIONHILTON COLUMBUS DOWNTOWN

THREE EVENTS COLUMBUS OH

Presented by

DON’T WONDER WHAT’S NEXT.

BE PART OF IT.

Schedule at a Glance7:30am – 6:00pm SBP Registration

7:30am – 6:00pm Education Summit Registration

8:00am – 4:30pm SBP Pre-Conference Course: Cybersecurity in the PSAP

8:00am – 4:30pm SBP Pre-Conference Course: Recruit, Hire, Retain, & Promote for Success

4:30pm – 5:30pm First Timer Orientation

6:00pm – 7:30pm Welcome Reception

7:00am – 5:00pm SBP Registration

7:00am – 5:00pm Education Summit Registration

8:00am – 9:20am SBP Opening Session

8:30am – 5:00pm Education Summit Course: Center Training Officer Program (Day 1)

8:30am – 5:00pm Education Summit Course: 9-1-1 Customer Service: Takes Seconds, Saves Minutes

10:00am – 12:00pm SBP Breakouts

12:00pm – 1:20pm Networking Lunch

1:30pm – 5:15pm SBP Breakouts

7:30am – 12:00pm SBP Registration

7:30am – 12:00pm Education Summit Registration

8:00am – 12:00pm SBP Breakouts

8:30am – 5:00pm Education Summit Course: Center Training Officer Program (Day 2)

8:30am – 5:00pm Education Summit Course: Liability Issues in the 9-1-1 Center

12:00pm – 1:20pm Lunch on Your Own

1:30pm – 5:15pm SBP Breakouts

8:00am – 4:00pm CIF Registration

8:00am – 4:00pm Education Summit Registration

8:30am – 11:15pm SBP Breakouts

8:30am – 5:00pm Education Summit Course: Center Training Officer Program (Day 3)

8:30am – 5:00pm Education Summit Course: Disability Awareness for 9-1-1 Telecommunicators

11:30am – 12:30pm SBP Wrap-Up Session

12:30pm SBP Adjourns

1:00pm – 2:00pm CIF Opening Session

2:10pm – 5:15pm CIF Breakouts

8:30am – 10:00am CIF Registration

9:00am – 12:00pm CIF Breakouts

12:00pm – 1:00pm Lunch & Learn

1:10pm – 4:00pm CIF Breakouts

4:00pm CIF Adjourns

SUNOCT9

MONOCT10

TUESOCT11

WEDOCT12

THUOCT13

2 | NENA.ORG/SBP

SBP

Education Summit

CIF

October 9 – 12, 2016Hilton Columbus Downtown

Columbus, OH

An interactive, informative, attendee-driven event focused on improving PSAP performance and

shaping the future of 9-1-1 systems

Join NENA for the inaugural 9-1-1 Standards and

Best Practices Conference, a dynamic, interactive,

and informative event where attendees learn,

imagine, create, and collaborate to improve the 9-1-1

systems of today and tomorrow.

Featuring a combination of educational, working, and

envisioning sessions, attendees will spend three days learning

about how agencies and service providers can use standards to

create high-performing 9-1-1 environments; engaging with peers

to initiate new projects and continue ongoing work; and identifying

areas where NENA should focus future efforts.

NENA.ORG/SBP | 3

During these sessions, attendees learn how all sides of the 9-1-1 community put

NENA standards to work every day. You’ll hear from 9-1-1 leaders sharing how

they have implemented standards to create and maintain successful PSAPs and

companies. The takeaway: Lessons and strategies you can use in your own agency

or company to get better results, right away.

STANDARDS & BEST PRACTICES 101 SESSIONS INCLUDE:

Where We Stand With Standards

How did we get where we are today and

why is the NENA’s standards work so

critical to the success of 9-1-1? This session

provides an overview of the latest NENA

standards, as well as a brief history of

NENA’s development efforts.

Operations Standards: A Formula

for Success

Do standards really make that much of a

difference? Yes! This session highlights some

of the most significant operations-related

standards, including the QA/QI standard.

Attend to learn what these standards really

mean and how they apply to the work that

your company or 9-1-1 center does.

Technical Standards: Paving the Way

to NG9-1-1

In this session, attendees will learn about

the latest NENA technical standards and

how those they help the 9-1-1 system meet

existing challenges, as well as the way

they are setting the stage for the advances

of tomorrow.

The Standards-Based PSAP: A Report

From the Trenches

Hear from directors and managers of some

of the best PSAPs in the nation! They’ll

share their secrets for organizational

success and discuss what documents and

other resources they count on to keep their

centers running like well-oiled machines.

What’s Next & What’s My Role?

Looking to make a difference but just don’t

quite know where your skills and interests

best fit? This session is for you! Attendees

will be briefed on ongoing and upcoming

standards development work. You’ll also get

an update on committees in need of your

expertise and involvement.

4 | NENA.ORG/SBP

Standards & Best Practices 101

nena.org/columbus/register

Register by8/26/2016 and save!

These sessions are where the rubber meets the road! Attendees collaborate to develop

the standards and documents that guide and inform the way 9-1-1 works. These

sessions feature many knowledgeable and passionate professionals sharing their

experiences, insights, and opinions to help make a better 9-1-1 system for everyone.

HANDS-ON SESSIONS INCLUDE:

Developing NG9-1-1 PSAP System

Standards

This session focuses on the NG9-1-1 PSAP

standard, which defines many new functions

and interfaces designed to take advantage

of NENA’s i3 architecture.

Telecommunicator Schedules &

Work-Hours

New information on stress, wellness, and

the impact of technology are changing the

way we think about shift work. Attendees

will discuss efforts to revise and update the

existing NENA standard to include baseline

recommendations on scheduling - number of

hours, hours off between shifts, and more.

EIDD Management

This session provides an update on draft

work in progress and facilitates discussions

around what 9-1-1 authorities and PSAP

managers need to know to make successful

EIDD decisions and choices.

Developing the Conveyance of EIDD:

Through NG9-1-1 & Beyond

This session facilitates discussion to develop

a standardized method to assure that

critical information within the EIDD is able

to be conveyed to multiple points within

and outside the ESInet in a manner that is

predictable, functional, and efficient.

Defining & Updating Classes of Service

in NG9-1-1

Attendees will discuss new or revised

class of service values being proposed for

inclusion into a NENA document and how to

incorporate the class of service concept into

an NG9-1-1 environment.

9-1-1 Public Education Efforts

This session examines current NENA public

education tools and attendees will provide

guidance on improvements and additions

necessary to address new technologies,

such as NG9-1-1, text-to-9-1-1, and non-

traditional 9-1-1 interfaces.

Cultivating New 9-1-1 Professionals

This session discusses the ongoing

effort to develop a standard to address

education needs for aspiring public safety

communications professionals at the high

school and college level. The intent is for

NENA to develop a standard that provides

guidance to institutions and agencies

implementing 9-1-1 job training programs.

NENA.ORG/SBP | 5

Hands-On

Improving Accuracy & Consistency in

Location Validation

This session facilitates discussion about

technical and operations issues regarding

Location Validation Function (LVF) validation

consistency, as well as recommendations

being developed to ensure that LVFs from

all vendors provide the same validation

results when presented with the same GIS

data and the same locations to validate.

Understanding & Defining Additional

Data Interfaces in NG9-1-1

This session introduces the audience to

the additional data interface standards,

describes how additional data is exchanged

between NG9-1-1 components, and

provides examples of how this information

might be used in the future.

Defining Map Services in NG9-1-1

PSAPs need access to reliable map views

fed by a common authoritative source. This

session explores how these needs can be

supported by the i3 architecture.

Cybersecurity & Resiliency Throughout

the NG9-1-1 Ecosystem

This session facilitates discussion and

conversation to develop strict guidelines

and processes to ensure resilient and

secure emergency services within the

entire NG9-1-1 system – core services,

networks, and PSAPs.

Developing i3 v3

i3 is the main building-block standard

for NG9-1-1. With version 2 almost ready,

it’s time to start work on version 3. This

session provides attendees with the

opportunity to share opinions on how to

form or restructure working groups to

develop the next iteration of the document

in accordance with the ANSI process

development environment.

Developing the MSAG

Conversion Service

Participants will assist in developing

detailed specifications to provide

standardization in the development of a

functional MSAG Conversion Service (MSC).

Managing & Monitoring NG9-1-1

This session provides an overview of what

can and should be monitored in NG9-1-1, as

well as how you can build effective processes

and procedures to reduce the risk of service

loss or degradation.

Defining & Planning for Spatial Interface

Layer Replication

This session explores the need for more

material relating to the definition of the

GIS data spatial interface layer replication

mechanism as presented within the

NENA standard.

NG9-1-1: A System of Critical Data

Supporting a Critical System of Systems

This fascinating, interactive session

discusses new data elements, functions,

and needs in an understandable way by

explaining the standards that guide the

development and usage of these new data

elements and databases for NG9-1-1.

FirstNet & NG9-1-1

This session addresses the linkages

between existing standards and FirstNet,

the wireless public safety broadband

network currently under development,

including identifying areas that are possible

sources of cooperation and coordination to

improve outcomes and reduce costs and

project timelines.

Hands-On

6 | NENA.ORG/SBP

nena.org/columbus/housing

Housing Deadline:9/15/2016

In these sessions attendees discuss, debate, and dream about the future of 9-1-1... and then

take action! Where are we going in the next years, decades, and beyond? Learn what steps

you can take to support where we are going and help ensure that we are able to meet the

challenges of tomorrow.

THOUGHT LAB SESSIONS INCLUDE:

Continuing the Quest for Wireless

Location Accuracy

This is arguably the hottest topic in 9-1-1 today!

Share your ideas about what improvements

can be made and how location information

can be presented to telecommunicators

in a meaningful and actionable manner.

This session covers new and emerging

technologies, updated FCC requirements,

the move towards “dispatchable location,”

the National Emergency Address Database

(NEAD), and more.

Apps & 9-1-1

This facilitated discussion examines

standardizing the delivery of calls and

information from external applications

through E9-1-1 and NG9-1-1 using the

appropriate mechanisms for routing and

dissemination to PSAPs and throughout the

emergency response chain.

Funding & Governance

In this session, attendees will discuss how

NENA can provide guidance to PSAPs and

9-1-1 authorities on funding sources and

mechanisms as consumer trends evolve

and traditional models become obsolete.

Participants will also examine and propose

governance models to support NG9-1-1 and

other future 9-1-1 efforts.

Mapping the Way Forward: GIS in the

NG9-1-1 World

One of the most essential elements of

the new NG9-1-1 environment is mapping.

Whether you

are working on

the PSAP floor,

designing a new

CAD system,

developing an

app, or work for a

system provider,

location and

mapping are

critical elements

of making 9-1-1

function effectively today and tomorrow.

Join industry experts for an overview of new

mapping technologies, a review of essential

GIS concepts, and provide feedback on how

GIS should evolve.

The NG9-1-1 System of Systems: People,

Technology, Operations, & the Public

In this session, attendees will step back and

look at the big picture of 9-1-1, both today

and tomorrow. Attend this lively session

for a review, discussion, and feedback

opportunity to identify the work needed to

ensure we don’t miss out on the big picture.

Are there areas that you feel are not being

addressed? Is NENA concerned too much

with the technical or not enough? These

questions and more will form the basis of

what is sure to be an exciting conclusion

to the inaugural 9-1-1 Standards and Best

Practices Conference!

Thought Labs

NENA.ORG/SBP | 7

An in-depth examination and discussion of two of the hottest topics in 9-1-1 focused on charting 9-1-1’s path forward

Join NENA and thought leaders and visionaries from across the

9-1-1 industry as we focus on two of the most fundamental issues

facing 9-1-1 today: Cybersecurity and PSAP leadership in the

NG9-1-1 environment.

Over two days and in multiple sessions, panel discussions, and Q&A

opportunities, attendees will identify best practices, share important

insights, engage with industry leaders, and define the future course

of 9-1-1 and the actions that NENA, 9-1-1 agencies, and vendors must

take to meet the ever-evolving needs of the 9-1-1 system and public

safety professionals.

CIF Focus Area: Cybersecurity &

Resiliency

Few subjects raise as many questions or

fears as the security challenges inherent

in our connected world and how they can

impact 9-1-1 systems and PSAPs. Today’s

9-1-1 professionals must be aware of—

and have strategies to manage—threats

that were unimaginable just a few short

years ago.

From SWATting to Denial of Service

Attacks, from foreign surveillance of

critical systems to the real possibility of

a sustained impact to our nation’s power

grid, the importance of addressing these

issues and maintaining uninterrupted PSAP

operations is undeniable. Attend the CIF to

learn about and address these topics that

should be on the minds of everyone

in 9-1-1.

CIF Focus Area: Leading & Managing the

NG9-1-1 PSAP

Implementing new technologies, managing

increasingly strained budgets, and

addressing the staffing needs that impact

many of the nation’s PSAPs are just a few

of the significant challenges faced by those

who manage 9-1-1 centers. Tack on things

like video-to-9-1-1, new data sources, and

consolidation, and it’s starting to seem like

a whole new world for PSAP personnel.

The second track of NENA’s CIF focuses

on how to address these issues and

provides attendees with the techniques

and strategies they need to manage

the challenges to come. The future of

9-1-1 will not be simple; but it can and

will be successful! In these interactive

and informative sessions, attendees will

collaborate on the way forward for 9-1-1 in

the face of the new technologies, systems,

and operational realities that we must turn

from challenges into opportunities.

c r i t i ca l i ssues fo rum

NENA Critical Issues Forum

October 12 – 13, 2016Hilton Columbus DowntownColumbus, OH

8 | NENA.ORG/CIF

Register for the SBP & CIF and save with combo registration!

Attend one, two, or all three days of training! These courses are perfect for anyone looking to gain knowledge, develop career-enhancing skills, and earn points towards ENP certification and re-certification.

NENA Center Training Officer Program

Mon, Oct 10 – Wed, Oct 12

8:30am – 5:00pm each day

In the PSAP, people are your most important

resource. The NENA Center Training Officer

(CTO) Program provides you with the proper

framework to train your new employees,

which leads to better performance and higher

retention rates. The course covers proper

documentation of performance, evaluation

of performance, setting milestones, and

developing a plan for trainee success. CTO

software with the exclusive NENA Daily

Observation Report template is provided by

Agency360 Public Safety Software.

9-1-1 Customer Service: Takes Seconds,

Saves Minutes

Mon, Oct 10 | 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 9-1-1 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.

Liability Issues in the 9-1-1 Center

Tue, Oct 11 | 8:30am – 5:00pm

This course provides practical suggestions on

limiting PSAP personnel and 9-1-1 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.

Disability Awareness Training for 9-1-1

Telecommunicators

Wed, Oct 12 | 8:30am – 5:00pm

Presented in partnership with Niagara

University. This course brings together

education on disabilities while enhancing

sensitivity. The class includes definitions,

etiquette and interaction skills, the disabled

perspective, information on impairments, and

current trends and topics, all relevant to 9-1-1

call takers and dispatchers. This unique training

provides attendees a greater understanding

of the challenges faced by the disabled

community when using 9-1-1, techniques to

process these calls, and insight into potential

impacts on dispatch and response.

REACH THE TOP

October 10 – 12, 2016Hilton Columbus DowntownColumbus, OH

NENA.ORG/NES-COLUMBUS | 9

NENA Education Summit

Cybersecurity in the PSAP

Sun, Oct 9 | 8:00am – 4:30pm

PSAPs around the country are facing cyber-threats

almost daily. With the move to NG9-1-1, planning for

and implementing cybersecurity measures is critical.

In this course, PSAP directors and managers will

come to understand what cybersecurity means in the

world of 9-1-1; discuss the most severe cyber-risks to

public safety; and learn how to develop the policies,

procedures, and protocols necessary to prevent and

mitigate the damage caused by software viruses and

network intrusion attacks.

Recruit, Hire, Retain & Promote

for Success

Sun, Oct 9 | 8:00am – 4:30pm

Staffing your center with employees you can be proud

of is not a guessing game; with a plan in place for

recruiting, hiring, retaining, and promoting employees,

you can ensure that your center always has the right

people in the right seats. This course provides you with

a comprehensive roadmap to writing job descriptions

and associated policies, expanding and enhancing your

candidate pool, putting processes in place that help

you make the right hiring decisions, overcoming the

challenges that lead to employee burnout and turnover,

and developing your highest achievers into the next

generation of center leaders.

Columbus is cool, creative, and fun! Columbus is Ohio's largest and fastest-growing city,

offering a vibrant blend of arts and culture; creative

culinary, fashion and music scenes; exciting col-

legiate and professional sports; and a welcoming

spirit. With a burgeoning downtown, lively urban en-

tertainment districts, and variety of renowned visitor

attractions, it's a city that invites exploration.

Vibrant and alive, Ohio's capital is known for its open

attitude, smart style and entrepreneurial spirit. Co-

lumbus' blend of distinctive neighborhoods, dynamic

nightlife and music, creative arts scene, original

culinary experiences, and wide array of festivals and

attractions is made unforgettable by its outgoing

locals who warmly welcome visitors.

Did you know...

• Columbus is located within 550 miles of more than

half of the U.S. population

• Columbus is the 15th largest city in the nation

(right behind San Francisco)

• National Geographic ranked Columbus a global

Top 10 Best Fall Trip

• Forbes rated Columbus #4 best city for shopping

in America

• Harvest Pizzeria has been named among the best

pizza in the world by Huffington Post

• The Washington Post calls Columbus the “new

destination for food lovers”

SBPPre-Conference Courses

Experience Columbus

10 | NENA.ORG/SBP

Save on your NENA conference travel &

get exclusive members-only deals!

Visit nena.org/columbus/discounts

for special pricing on airfare and car rentals with Delta, United, and Avis.

HousingHilton Columbus Downtown | 401 North High St, Columbus, OH 43215

Special Attendee Rate: $155/night

Special Government Rate: $106/night

Housing Deadline: Thursday, September 15

Book your room online at nena.org/columbus/housing.

Registration & Housing

Pre-Conference CourseMember $169 $199 $199Non-Member $245 $275 $275

SBP + CIF ComboMember $620 $650 $700Member ENP $575 $605 $655Non-Member $665 $695 $745

SBP-OnlyMember $395 $425 $450Member ENP $375 $405 $430Non-Member $415 $445 $470

CIF-OnlyMember $275 $275 $300Member ENP $250 $250 $275Non-Member $300 $300 $325

Education Summit

Member

1/2/3 Courses $169/$250/$300 $199/$285/$350 $199/$285/$350

Non-Member

1/2/3 Courses $245/$300/$350 $275/$335/$400 $275/$350/$400

Member

CTO Program $300 $350 $350

Non-Member

CTO Program $350 $400 $400

NENA.ORG/COLUMBUS/REGISTER | 11

Category Early Bird Regular On-Site Thru Aug 26 Aug 27-Oct 8 Oct 9-12

Register online for all 3 events at nena.org/columbus/register

National Emergency Number Association1700 Diagonal Road, Suite 500Alexandria, VA 22314

OCT9-12

OCT12-13

c r i t i ca l i ssues fo rum

OCT10-12

ONE LOCATIONHILTON COLUMBUS DOWNTOWN

Housing Deadline: 9/15/2016

nena.org/columbus/housing

THREE EVENTS COLUMBUS OH

Register by 8/26/2016 and save!

nena.org/columbus/register

THANKS TO OUR SPONSORS!

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