Conference Schedule - IAED NAVIGATOR Conference

Conference Schedule

Agenda

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  • April 21, 2019
  • PRE-CON

    8:30 AM  -  5:30 PM
    (April 23, 2019)
    ETC Instructor Certification Course
    Become certified as a basic emergency telecommunications instructor through this introductory training program from the IAED and the National Emergency Number Association (NENA). The course fee includes the ETC instructor materials kit from Priority Dispatch Corp. and ETC instructor certification. *Please note that day one of this course is on Easter Sunday*
    Fee Optional
  • April 22, 2019
  • PRE-CON

    8:30 AM  -  5:30 PM
    (April 23, 2019)
    EFD-Q Certification Course
    This advanced course is for those involved with dispatch case review, continuing education, or implementing and running a Quality Improvement Unit (QIU) for Emergency Fire Dispatch at a currently licensed agency using an up-to-date version of the Fire Priority Dispatch System (FPDS).
    Speakers:
    Fee Optional
    8:30 AM  -  5:30 PM
    (April 23, 2019)
    EMD-Q Certification Course
    This advanced course is for those involved with dispatch case review, continuing education, or implementing and running a Quality Improvement Unit (QIU) for Emergency Medical Dispatch at a currently licensed agency using an up-to-date version of the Medical Priority Dispatch System (MPDS).
    Fee Optional
    8:30 AM  -  5:30 PM
    (April 23, 2019)
    EMD-Q Certification Course
    This advanced course is for those involved with dispatch case review, continuing education, or implementing and running a Quality Improvement Unit (QIU) for Emergency Medical Dispatch at a currently licensed agency using an up-to-date version of the Medical Priority Dispatch System (MPDS).
    Speakers:
    Fee Optional
    8:30 AM  -  5:30 PM
    (April 23, 2019)
    EPD-Q Certification Course
    This advanced course is for those involved with dispatch case review, continuing education, or implementing and running a Quality Improvement Unit (QIU) for Emergency Police Dispatch at a currently licensed agency using an up-to-date version of the Police Priority Dispatch System (PPDS).
    Fee Optional
    8:30 AM  -  5:30 PM
    (April 23, 2019)
    IAED Research Workshop
    The IAED Research Workshop is for anyone who is interested in taking a deep dive into their center’s performance and outcomes or helping us learn more about the science of emergency dispatching. If you have burning questions you’d like to answer about outcomes, effectiveness, protocol validity, personnel management, or any other topic related to emergency medical, fire, or police dispatching, this is the place to be. Co-hosted by David Page from the UCLA Prehospital Care Research Forum and the IAED Research Team, the workshop will give you two days of learning and fun with a cohort of other dynamic dispatch leaders. We’ll provide everything you need, from the basics of research methods to the finer points of writing up a report. Be part of the solution: Help improve emergency dispatching and experience the excitement of discovery!
    Fee Optional
    8:30 AM  -  5:30 PM
    Performance Standards 10th Edition Update
    Come kick off our pre-conference workshops with a detailed look at the changes in ED-Q Performance Standards 10th Edition. We will review the new standards, QA/QI methodologies, and best practices for implementing them in Medical, Fire, and Police Protocol. Bring your Q questions and be ready to have some fun with these great changes!
    Fee Optional
    8:30 AM  -  5:30 PM
    Power to Your People: Decentralized Decision-Making to Encourage and Empower Your Team!
    Do you want your team members to be responsible, reliable, and efficient? We will discuss strategies to encourage your teams to think critically and creatively outside of the box and to make sound decisions during critical situations. It is time to pave the path for tomorrow and start preparing our future leaders today! We will discuss ways you can empower your team members to make the best decisions. The concept of decentralized decision-making is designed to empower people to step into a higher decision-making role and act in the moment, which is completely doable when prepared with the right tools and managerial support! Join us for a great day of process-building for a better way to empower great decision-making. Any public safety professional will gain usable information when attending this course.
    Fee Optional
    8:30 AM  -  5:30 PM
    Preventing Telecommunicator Tunnel Vision
    Telecommunicators sometimes get stuck on specific questions, repeatedly asking the same thing searching for a different answer or freezing up when systems do not provide the expected outcomes. Students will learn tips and tools that help identify and correct problems to ensure you and your team members are successful every day. Whether it's in the moment issues like freezing up when CAD doesn’t work or when addresses do not validate, or systemic issues such as failure to follow protocols or errors resulting from inflexible QA questions, you will receive the training resources you need to get (and keep) your calltakers performing at their very best.
    Fee Optional
    1:30 PM  -  5:30 PM
    Advanced ProQA with High Performance EMD (afternoon)
    You know ProQA, but how well do you really know ProQA? Are you using ProQA to just check the boxes and fill the fields from one case to the next and looking for something more? Come hungry to learn how to use ProQA as the dynamic tool that it is and leave empowered to utilize advanced techniques and tricks for those cases where you need to enhance the service you are providing from the hot seat rather than going through the motions. The course will take in-depth discussions from the High Performance EMD course and combine them with carrying out the concepts using the ProQA Medical software. Topics covered will include reinforcement of Chief Complaint Selection Rules, multiple/unknown count patients with Fast Track codes, first party ineffective breathing, critical care instructions and other diagnostic tool usage, and much more.
    Fee Optional
    1:30 PM  -  5:30 PM
    CSI ProQA and AQUA Reports
    This four-hour workshop will focus on Universal and EMD-Q performance standards. Lecture, group discussion, and call review will be used to reinforce the standards. Questions regarding EFD and EPD are also welcome. Earn four hours of continuing education credit toward ED-Q recertification.
    Fee Optional
  • April 23, 2019
  • PRE-CON

    8:30 AM  -  12:30 PM
    ACE Workshop
    “We are what we repeatedly do. Excellence then is not an act but a habit.” —Aristotle. Why shoot for ACE status? This ACE communication center manager put it best: “The difference in our center since becoming an ACE is like day and night. Morale is up. Recognition in the community is up. Productivity is up. Compliance is second nature. Turnover is down. It's one of the best investments of time we ever made.” ACE status ingrains pursuit of excellence into your organization's culture and ensures that your center gets the most out of the Priority Dispatch System. ACE brings specific, tangible benefits to centers of all sizes. Come learn about these benefits and discover the steps (including initial self-assessments) necessary to apply for or renew ACE accreditation and effective ways to meet those requirements. Presenters will review accreditation applications and offer advice on how to take your team to the ACE level.
    Fee Optional
    8:30 AM  -  12:30 PM
    Active Assailant (morning)
    This four-hour class offers a more comprehensive look at the telecommunicator’s role in active assailant incidents than traditional courses offer. We’ll focus on the psychology of the active assailant, lessons learned from past events, how lessons learned have affected law enforcement response to these incidents, and how these changes in response affect the telecommunicator. We will cover in detail the Active Assailant (Shooter) Protocol and provide the background behind the specialized questions and instructions it uses. This course will also discuss the telecommunicator’s ability to support the Incident Command role more effectively and how to plan for possible future incidents. (Warning: This class covers graphic and possibly disturbing images and content.)
    Speakers:
    Fee Optional
    8:30 AM  -  12:30 PM
    Advanced ProQA with High Performance EMD (morning)
    You know ProQA, but how well do you really know ProQA? Are you using ProQA to just check the boxes and fill the fields from one case to the next and looking for something more? Come hungry to learn how to use ProQA as the dynamic tool that it is and leave empowered to utilize advanced techniques and tricks for those cases where you need to enhance the service you are providing from the hot seat rather than going through the motions. The course will take in-depth discussions from the High Performance EMD course and combine them with carrying out the concepts using the ProQA Medical software. Topics covered will include reinforcement of Chief Complaint Selection Rules, multiple/unknown count patients with Fast Track codes, first party ineffective breathing, critical care instructions and other diagnostic tool usage, and much more.
    Fee Optional
    8:30 AM  -  5:30 PM
    AQUA Software Training
    AQUA helps ED-Qs to apply the performance standards using simple tools, making case review more consistent and succinct. This course will introduce users to all of the features and functionality of the AQUA software. Participants will get hands-on experience learning the steps to set up their AQUA databases from START (building employee lists and case folders) to FINISH (moving, organizing, and reviewing cases). Practice importing cases from Paramount into AQUA, reviewing cases (with recordings) in AQUA, accessing the reports in AQUA, and so much more!
    Fee Optional
    8:30 AM  -  12:30 PM
    Executive Workshop
    This strategic orientation to the Priority Dispatch System is for managers, directors, chiefs, medical directors, and others involved in 911 center leadership (NOT for line dispatchers). Attendees will be introduced to fundamental Priority Dispatch System concepts and the International Academies of Emergency Dispatch’s role in establishing standards, certifying dispatchers, and updating the protocols. Come explore the scientific evidence on which the system is based, see how it’s best used, and find out the difference a quality improvement process will make. Participants will have a new appreciation for the critical relationship between the emergency communication center and the entire public safety system. We’ll begin with a discussion of time-proven EMD concepts for conserving resources and improving patient care and then learn how these concepts work equally well for fire and police dispatching.
    Fee Optional
    8:30 AM  -  5:30 PM
    Overcoming Negativity in the Communication Center
    Does the sign on your communication center door read, "Enter at your own risk”? Are negative attitudes poisoning the relationships in your center and affecting overall performance? You have the power to help turn things around, improve morale, and create a healthy and happy work environment! The Happiness Advantage will give you the tools to fight negativity in your PSAP and in your personal life. By participating in the ALIVE exercise, you will discover how working together as a team will increase your success and help change the culture of your organization. By the end of the day, you will be able to define negativity, identify the characteristics of optimists, pessimists, and realists, and understand the differences between perceptions and expectations. Come to this course and learn to keep a positive attitude alive.
    Fee Optional
    8:30 AM  -  5:30 PM
    Star Spangled Leadership: Innovative Leadership for Your Workplace
    Oh say, can you see a dispatch center with high morale, peak performance, and an amazing pride for the mission? Not yet? That’s okay. This all new, idea-packed class will provide you with a pile of new ideas that may form your new Communications Constitution. We will give you proven programs being used today that have increased employee performance and longevity. We will show you how employee comforts, perks, wellness, recognition, and engagement can bring your center to a new level. We will show you how each item we discuss was implemented and what the budgetary impact was if any. This promises to be an outstanding day of exciting education. Star Spangled Leadership may lead to the dispatch center of the motivated and the home of the inspired team! Any lead, trainer, Q, supervisor, manager, director, or future leader will benefit from this course.
    Fee Optional
    1:30 PM  -  5:30 PM
    Active Assailant (afternoon)
    This four-hour class offers a more comprehensive look at the telecommunicator’s role in active assailant incidents than traditional courses offer. We’ll focus on the psychology of the active assailant, lessons learned from past events, how lessons learned have affected law enforcement response to these incidents, and how these changes in response affect the telecommunicator. We will cover in detail the Active Assailant (Shooter) Protocol and provide the background behind the specialized questions and instructions it uses. This course will also discuss the telecommunicator’s ability to support the Incident Command role more effectively and how to plan for possible future incidents. (Warning: This class covers graphic and possibly disturbing images and content.)
    Speakers:
    Fee Optional
    1:30 PM  -  5:30 PM
    Making Things Better: Improvement Science in Dispatch
    How can you turn raw data into actionable information that you can use to manage your communication center and system in real time? How can you use data to drive meaningful performance improvement? In this interactive session you’ll learn performance improvement strategies and how to use Academy Analytics to make things better for your dispatch team, the system you support, and the community you serve.
    Fee Optional
    1:30 PM  -  5:30 PM
    The NINE ECHO Project: Comprehensive Telephone CPR
    Improving cardiac arrest survival is a team approach. This workshop will assist dispatch agencies in forming a relationship with field providers in an effort to increase sudden cardiac arrest survival in your community. Topics will include: initial and continuing education for EMDs; establishing a partnership with EMS providers; implementing a quality improvement cycle including data; and collection, measurement, and feedback.
    Fee Optional

    General Session

    NAVIGATOR 2019 Exhibit Hall Gala

    Sponsored by:

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    Optional
  • April 24, 2019
  • General Session

    8:30 AM  -  10:30 AM
    NAVIGATOR 2019 Opening Session
    Awards and Keynote by Gordon Graham
    Optional
    10:30 AM  -  12:30 PM
    Exclusive Exhibit Hall Time
    Exclusive Exhibit Hall Time and Box Lunch
    Optional

    NAVIGATOR+

    12:30 PM  -  1:15 PM
    NFPA Standards, ISO, and the 911 Center
    This session will discuss the current NFPA standards and the role they play with the operations of your local 911 center. The relationship between ISO and these NFPA standards. How to get the maximum points from the communication center using EFD to help lower your fire department's public protection rating. Passing the savings to your local businesses and homeowner's insurance.
    Optional

    Operations

    12:30 PM  -  1:15 PM
    Delivery of Humanity, Customer Service, and Life Safety Simultaneously
    The age-old struggle of "Robotic Questioning" versus "Customer Service" is solved. It IS possible to deliver "humanity-based life safety"! This session will give specific examples on how you can train or retrain your team to answer and respond to callers with a pleasant yet professional tone. How to effectively cut through their hysteria or panic and how to reassure them while still being protocol compliant and being mindful of the ticking clock. This reality-based session will demonstrate techniques and terminology that can be used during both emergent and non-emergent calls. It's not easy to deliver humanity-based service until it becomes a habit, so Kevin will show great tools for making this new voice YOUR voice when life is on the line. Don't let the words "customer service" deter you from this session. You will walk away with a new spirit to serve and the tools to make it part of your daily routine.
    Optional

    Technology

    12:30 PM  -  1:15 PM
    CAD in a Box
    After two 911 service impact events occurred in a short period of time, a reasonably priced solution was sought to aid the rapid deployment of communication personnel to a variety of remote locations. Having an easily deployable solution configured to function independently emerged as a viable solution. Our solution, which we have dubbed “CAD in a Box,” was created.
    Optional

    ECNS

    12:30 PM  -  1:15 PM
    ECNS Program Implementation: Lessons Learned
    Las Vegas Fire and Rescue implemented the ECNS program for a two-year pilot in July of 2017. Come learn about the steps they took to get the program started, lessons learned along the way, and where they are now in terms of program sustainability. Topics will include: community engagement, nurse job description and selection process, training for nurses and EMDs, CAD interface challenges, and solutions, policies, and practices.
    Optional

    Human Resources

    12:30 PM  -  1:15 PM
    After #MeToo: Why Public Safety Leaders Must Have Zero Tolerance for Sexual Misconduct
    Individuals in politics, the media, and other industries have shined a light on a dark place in many professions—and anyone who follows industry news knows that police, fire, and EMS are not immune. In fact, the lines in public safety are perhaps more blurred than in any other industry. Public safety leaders must be willing to stand up for social change and make it clear that this type of behavior won’t be tolerated. Jacqueline Jefferies-Fuentes, in her 24 years of service, has held a multitude of positions with the police department; among other positions, she has been a Detective Sergeant in Criminal Investigations, Child Abuse Unit, and a Media Officer. Jacqueline has spent many of her years investigating and specializing in child abuse, sexual assault, and domestic violence. In this session, she will outline specific leadership actions that you should take to ensure your organization is in front of this important issue.
    Optional

    Leadership

    12:30 PM  -  1:15 PM
    Expecting the Norm is Abnormal in 911
    Can managers govern the ED-Q process and all the variables the dispatchers and ED-Q personnel deal with on a daily basis? Can management step in and “set the norm” for case review for those incidents where the normal rules fall short? Does it seem that the ED-Q process can be overbearing at times, or that the process of case review under the rules can create robotic behavior among 911 dispatchers? If the answer to any of these questions is "yes," then come join us for a much-needed conversation relating to how the ED-Q process can work better and how dispatchers, ED-Qs, and management personnel can actually discuss the issues and find a reasonable solution with minimal bloodshed.
    Speakers:
    Optional

    Medical

    12:30 PM  -  1:15 PM
    Keeping AMPDS DELTA- and CHARLIE-Level Patients Safely at Home
    As the U.S. population ages and health care reimbursement shifts from volume- to value-based care, identifying new patient-centered and cost-effective care models to address acute medical needs will become increasingly important. This session, based on the latest research from Northwell Health, examines the ability of a partnership between EMS and an Advanced Illness Management program, which leverages community paramedic-based physician extenders working under the direction of an online medical control physician, to evaluate, treat, and safely keep home high-acuity medical conditions as determined by the AMPDS system.
    Optional

    Police

    12:30 PM  -  1:15 PM
    Wild and Crazy Police Calls
    Hey, we are not done: more wild and crazy police calls! This session focuses on the challenges of caller management in those challenging, out of the ordinary police-centric events that are continually sent to test our mettle! The theme this year is, "It's not what you say, but rather how you say it." Get some great suggestions as to how to keep your cool and manage that cranky caller better than ever, without losing your cool! If you are a law enforcement calltaker, this session is for you!
    Optional

    Quality Assurance & ACE

    12:30 PM  -  1:15 PM
    A Presidential Approach to Customer Service Standards
    Why do we let customer service standards take a backseat when we can't control our body's physiological reactions to stress? By using the customer service standards correctly, we can stay out of the headlines and provide our callers with exemplary service. During this session, you will hear audio examples of misuse and proper use of the Performance Standards 10th Edition. While utilizing interactive methods, you will learn how customer service is a crucial piece of the protocol puzzle.
    Optional

    Special Interest

    12:30 PM  -  1:15 PM
    Overuse or Abuse of 911/112 Systems
    Telecommunication professionals' decision-making faces further challenges due to increased overuse or abuse of 911/112 systems worldwide. It is the mission of the International Academies of Emergency Dispatch "to advance and support the public safety emergency telecommunication professional and ensure that citizens in need of emergency, health, and social services are matched safely, quickly, and effectively with the most appropriate resource." Emergency dispatchers experience difficulties identifying the sole need of social service or support system assistance. Understanding social problem situations differ from explaining medical symptoms, and oftentimes calls for help hide psychosocial backgrounds. Heinz Novosad investigates social phenomenon from various perspectives, which affects the telecommunication professional's daily work. The aim was to design and develop more sustainable solutions and concepts in emergency communication centers based on an interdisciplinary approach that means "Emergency Communication supported by Social Work“ and/or a referral to the profession of social work.
    Optional

    Stress Management

    12:30 PM  -  1:15 PM
    Be the Duck
    The duck appears calm on the surface when moving, even though below the surface they are paddling away. "Be the Duck" is a presentation about being prepared for and communicating during stressful incidents so that we can portray calm that we may or may not feel. The objectives are to discuss types of stressful events, preparedness, and being ready for "that call" through good policy and procedures, QA, education, and self-study. There will be many interactive discussion topics: expectations the public and responders have for dispatchers; training challenges of new calltakers and responders (stressful event communications); and post incident care for dispatchers. Today’s dispatching is a stressful environment; "the big call" is becoming evermore a possibility on a daily basis. Hopefully, this presentation will give attendees ideas to take back with them and develop or update incident communication, training, and incident follow-up plans.
    Optional

    NAVIGATOR+

    1:30 PM  -  2:15 PM
    Using MPDS Intelligence to Manage Resources
    Are your current response assignments using your resources efficiently and effectively? Are you using the MPDS software to its full capabilities? This session is going to give you ideas on ways to manage your resources and how to use the software to achieve this.
    Optional

    Technology

    1:30 PM  -  2:15 PM
    Disruptive Technologies
    Disruptive strategies are emerging in multiple areas in emergency services from technology to system design and training. Technology—from wearables, home monitors, and telemedicine to artificial intelligence and drones—is disrupting industries globally. Dispatch centers are no exception. But while leaders are often told that they must “innovate or die,” they are given little useful guidance on how to go about it. Participants will examine how technology is changing the ways emergency dispatchers interact with providers and communities, the impact of these disruptions on the dispatch profession, and the downstream effects on operations, communication centers design, quality efforts, and training.
    Optional

    ECNS

    1:30 PM  -  2:15 PM
    Customizing the ECNS for Your Mobile Integrated Healthcare Initiatives
    Mobile Integrated Healthcare initiatives are enhanced by using the Emergency Communication Nurse System. Dr. Conrad Fivaz (Medical Director for ECNS) and Gigi Marshall, RN (ECNS Program Administrator) discuss the design and flexibility of the ECNS in determining community-driven Points of Care. Matt Zavadsky (Chief Strategic Integration Officer) joins the discussion on how MedStar Mobile Health Care in Fort Worth, Texas, uses the ECNS to launch Community Paramedics for 911 calls meeting agency-determined criteria. Mr. Zavadsky shall present data on MedStar's results for patient satisfaction, safety, and resource management.
    Speakers:
    Optional

    Human Resources

    1:30 PM  -  2:15 PM
    Wanna Play? A Fun Way to get New Hires Interested in Protocols
    Having trouble with employees remembering which protocol to use? What about what Chief Complaints are available? As part of the training department we have created games that help with the memorization of Chief Complaints, protocol numbers, and what protocols to use and when to use them.
    Optional

    Leadership

    1:30 PM  -  2:15 PM
    How to Build a Resilient Workforce
    Calgary 9-1-1 has been working hard to build a resilient workforce. We will provide some ideas on how to hire for resiliency and how to keep staff healthy and working. We will cover the following: 1. Hiring for resiliency. (Targeted selection interview and looking toward adding psychological testing.) 2. R2MR. (An outline of what it is, who gets it, and all staff/family sessions) 3. EFAP. (How each work and statistics on Dr. Elliot.) 4. PEER Support/CISM. (How each work and stats behind them.) 5. Employee Satisfaction working group. (How they contribute to the overall wellness of the group.) 6. WOW Health and Wellness/Wellness Ambassadors. (Programs offered within the corporation as well as Calgary 9-1-1.) 7. Most importantly, how management and corporate buy-in helps with the overall resiliency of the team as a whole. (Yearly check-in/reassessment and updating goals.)
    Optional

    Medical

    1:30 PM  -  2:15 PM
    EMS Agenda 2050: Creating Dispatch of the Future
    The new 30-year vision for EMS sets bold objectives for integration, social equity, safety, and people-centered care. In this interactive session we will explore how cutting-edge communication center leaders can act now to start making this vision a reality.
    Optional

    Police

    1:30 PM  -  2:15 PM
    Why You've Never Heard of the Aztec High School Shooting
    On December 7, 2017, there was a fatal school shooting at the Aztec High School in Aztec, New Mexico. The shooter had made plans for this particular incident to be the largest mass shooting in American history. That didn't happen, and you've probably never even heard of this incident. Why not? In May of 2015 a radio specialist in San Juan County, NM, completed work on a repeater tower so that all of the schools in the Aztec area could have handheld radios. Every principal, teacher, safety specialist, secretary, and janitor carried a radio. This enabled them to communicate across the city about situations affecting their schools. This made it possible for the schools to tie in with the dispatch agency, SJCCA, in case of an emergency in the school. It was a powerful tool that increased communications and safety for all faculty and students.
    Optional

    Quality Assurance & ACE

    1:30 PM  -  2:15 PM
    It’s Time to Get it Right: Case Review and Feedback
    For years, in relation to case review and feedback, we have felt we need to “print off” and deliver a large percentage of the Incident Performance Reports (formally CER) to the individual emergency dispatcher. How many do we share with the emergency dispatchers, how quickly should they be delivered to be effective, and what do we do with them when we are done reviewing these incidents with the emergency dispatchers? Come join the discussion about how we can improve the success and reduce the stress and discontent associated with the important process for feedback and conversations relating to performance.
    Speakers:
    Optional

    Special Interest

    1:30 PM  -  2:15 PM
    Commander Dispatcher
    As an Emergency Telecommunicator (ETC) Instructor, Ruel teaches his students the value of the Incident Command System or ICS. In this session, he will provide useful tips on its application to high-threat environments such as active shooter and targeted violence incidents. These will cover good "size-up" that: 1. allows for the immediate dispatch of the needed resources; 2. prepares responders for what they will find; 3. gets an estimate on the number of casualties and their location; and 4. a process that allows for the provision of lifesaving bleeding control interventions. Given that these scenes are "hot" and physical help may be delayed, it is the emergency dispatcher, acting as the "first incident commander," that gives the on-scene Incident Commander a better view of things that will result in a quicker resolution of the incident.
    Optional

    NAVIGATOR+

    2:30 PM  -  3:15 PM
    The Future of AI in Emergency Control
    Artificial Intelligence (AI) is influencing every facet of our lives—whether we know it or not—but does it have a role in emergency communications? During this session we will discuss what AI is, what it is doing, and what it can do. Then we look at what role it could have in emergency services and if it should have a role in the control room.
    Speakers:
    Optional

    Operations

    2:30 PM  -�� 3:15 PM
    The X-Factor in 911 Suicide and Mental Crisis Call Management
    Telecommunicators can become exasperated by at-risk callers in mental health and suicide crisis situations. These citizens may call for help yet become uncooperative, oppositional, can be manipulative, and even threaten suicide by cop. This can predictably lead to a mentality of: “Do these callers want my help or not? If they really wanted to kill themselves they would, and we can’t stop them.” When 911 pros lack knowledge about these circumstances, they are less able to help prevent suicide and are left feeling helpless. Yet, there’s an X-factor driving much of this difficult behavior that can actually point 911 pros toward the solution! What appears to be evasive, non-committal, or even manipulative communication might be directly related to a desperate cry for help. Join this session to discover the all-important “X-factor” that every 911 pro can understand and manage to boost cooperation and positive outcomes with at-risk callers.
    Optional

    Technology

    2:30 PM  -  3:15 PM
    Recommended Minimum Training Guidelines for 911 Telecommunicators
    The Recommended Minimum Training Guidelines for 911 Telecommunicator Project, which is an unprecedented collaboration of 911 industry organizations, public safety practitioners, industry training professionals, and appointed representatives of 911 professional organizations and other public safety professionals. Their mission was to develop a set of minimum training guidelines and key topics to be included in training programs for the nation’s 911 calltakers and emergency dispatchers. This presentation will include: an overview of the Recommended Minimum Training Guidelines and how they were developed and vetted by the 911 community; insights on status of current training regulation across the U.S.; lessons learned from those who have pursued training requirements and what you can learn from their achievements; and advocacy tools for legislative initiatives to help your state move this issue forward.
    Optional

    ECNS

    2:30 PM  -  3:15 PM
    Education for the ECN
    So, you have gotten your ECNs started through EMD and ECNS certification and they are doing a great job! You may have earned your ACE Accreditation, or are working toward ACE Accreditation. What do we do now? Finding continuing education pertinent specifically to the Emergency Communication Nurse role can be challenging. Continuing education must be meaningful and ultimately add to the knowledge base of the ECN to meet standards and provide safe care to patients. We will discuss how the CQI process and the ECN team can identify educational needs and opportunities through timely auditing, requests from the team, and data collection of common reasons for calls. Key to success is education through different methods of communication. We will also discuss the development of continuing education modules for recertification.
    Optional

    Human Resources

    2:30 PM  -  3:15 PM
    From High School to High Stress: How One High School is Training the First Responders of the Future
    See how one Las Vegas, Nevada, high school is training their students in the fields of Dispatching, Forensic Science, Law Enforcement, EMS, and beyond. Take a deeper look into the dispatching program, where the students all graduate with their ETC, EMD, EPD, and EFD certification. Hear firsthand from a former student who graduated from the program and is now a full-time emergency dispatcher at a busy department.
    Optional

    Leadership

    2:30 PM  -  3:15 PM
    The Other Side of Science: Translating Evidence into Practice
    Every year, dozens of new studies, guidelines, and papers are published in our field. You want to keep up with the best, most recent information and evidence, but it's hard to do that when the information seems to be constantly changing or updating. How can you find the time to stay up-to-date with all the new research and information, much less implement all these new "best practices" in your agency? To truly "translate" science into effective practice requires informing and training your emergency dispatchers—but also communicating new practices "up" to your management and other leadership, monitoring progress, communicating new practices to those in your community, and making the new way of working systemic and repeatable. In this session, we will present concrete, actionable advice for keeping abreast of new evidence and integrating new practices into your agency—and your community—without letting it eat all your time.
    Optional

    Medical

    2:30 PM  -  3:15 PM
    Deep Dive: Academy Analytics
    Academy Analytics powered by FirstWatch offers secure, powerful, real-time insight into your ProQA data from the internet. Dive into this powerful add-on to ProQA, and learn how to use it to monitor your center’s performance in real time, instantly identify outlier cases for review, provide teammates with a dashboard that shows how they are doing on the things that matter, and balance the workload to manage employee stress, and more, all while helping the IAED improve the protocols!
    Optional

    Police

    2:30 PM  -  3:15 PM
    Officer Involved Shootings
    “We are it, we have the county, we have to hold it together for everyone” is not the statement any manager wants to tell her 911 dispatchers after hearing an officer is down over the radio. But it was necessary for the Hays County Sheriff’s Office on December 4, 2017. After all, we had just been through our first officer down incident on Thanksgiving night. And now we would like to share our experiences, what we learned, and how we handled our own officer involved shooting and how we responded as the support 911 dispatch center for our neighboring agency. You will leave this session with an outline of ideas and suggestions to bring back to your agency to prepare for what we hope never happens. Warning: Explicit and difficult audio and language may be heard.
    Optional

    Quality Assurance & ACE

    2:30 PM  -  3:15 PM
    This is How we do it!
    In this presentation we will explain how the Dutch Q’s are organized in the Netherlands, explain how many call centers of medical dispatch there are and how they work together, and explain what the qualifications of an EMD and the qualifications of an EMS paramedic are. By using Kahoot, we will discuss a few topics that have been discussed in the National Q meetings, such as what changes/improvements have been made in the last years within the National Q and which matters need to be improved.
    Optional

    Special Interest

    2:30 PM  -  3:15 PM
    Step Back and Lead
    Chaos, turmoil, low morale, exhaustion, burnout, 51% attrition … the things nightmares are made of in a 911 center. Yep, that was us 3 years post-consolidation! We were integrating new protocols and comprehensive QI and nothing was working until we decided to step back and lead. Learn how to REALLY “empower” your staff to step up, stand in, and contribute to a high-performing 911 center and the leadership theories that support the mission.
    Optional

    Stress Management

    2:30 PM  -  3:15 PM
    Turbocharging Your Time in a World of Distractions
    Telecommunicators have to make the most of their days off. Between shift work, mandatory overtime, and being on call, emergency dispatchers need to have an effective system in order to get done everything they need to get done on their days off. Unfortunately, most people don't know how to create a system, don't know how to say no, and don't know how to categorize their life. This session presents effective tools for organizing one's life and managing time in a way that will free up blocks of time, reduce stress, and help emergency dispatchers reduce the possibility of burnout. The presenter is author of "Time Management: 50 Lessons on Finding Time for What's Important" and co-author of "Dispatcher Stress: 50 Lessons on Beating the Burnout."
    Optional

    NAVIGATOR+

    3:45 PM  -  4:30 PM
    Are You Asking Me or Telling Me?
    You agree that closed and leading questions are bad, don't you? Are you asking me or telling me? Reduce risk by increasing questioning skills! We all do it. We ask leading questions or alter one or two words that inadvertently alters the original intent of a question or instruction. Innocent word substitutes can greatly affect end results! In everyday life this is somewhat normal. Sometimes we know the answer we want, and we lead our listeners to reach the same conclusion. On rare occasions leading questions are desirable and actually scripted into protocol, but other times they are downright dangerous!
    Optional

    ECNS

    3:45 PM  -  4:30 PM
    Down the Rabbit Hole: The Importance of Triangulation
    Of the many reasons that require the Emergency Communication Nurse System (ECNS) to be used exclusively by Registered Nurses, triangulation can be considered one of the most important. Triangulation is the method by which the experienced professional forms the foundation for sound decision-making. It encompasses the reported symptoms of a patient or caregiver, the history and nature of the present illness, and the patient’s previous medical history, to include medications, medical conditions, and allergies. At the center of the triangle is the Registered Nurse: the decision-maker who must combine astute clinical judgment while reviewing, processing, and assimilating this information in real time, considering patient safety, goals of care, and resource utilization to make appropriate recommendations—all remotely, without having ever seen the patient. Even a small breakdown in this process can lead a nurse “down the rabbit hole” toward potentially sub-optimal patient outcomes.
    Optional

    Human Resources

    3:45 PM  -  4:30 PM
    Effective Fatigue Risk Management
    This presentation is designed to provide the audience with a high-level overview of current Fatigue Risk Management research and trends related to emergency service shift work. We will discuss how the leaders of emergency services can mitigate fatigue issues using Fatigue Risk Management Systems (FRMS) techniques and tools. Shift workers exhibit higher rates of certain health issues and are more than twice as likely to be absent from work than daytime only employees. Managing a shift work lifestyle can be challenging and lead to health issues as well as family and social stresses. The presenters will discuss the physiological stress of working 24/7 shifts and how that can affect the shift worker and emergency service organizations. The presenters will provide a high-level overview of FRMS techniques and tools, which will improve conditions for round the clock service providers while maximizing their performance and work/life balance.
    Optional

    Leadership

    3:45 PM  -  4:30 PM
    (Even More) Problem Employees: The Boss!
    Following the popular 2018 presentation on problem employees and failing centers, this session will change the focus to that of problem bosses. The speaker will share lessons learned in 50 years in public safety, both as a leader and being led. The presentation will start with a review of leading versus managing. Discussion will cover the most common mistakes made by managers and directors. Emphasized will be the frequently seen mistakes made by new bosses and how to avoid them. Discussion will continue on why good employees quit their jobs, or quit their boss, and will offer tips on reducing the departure of good employees. Highlighted will be key approaches to showing true, meaningful appreciation. Attendees will go away with a detailed checklist of manager do's and don'ts for improving employee-employer relations.
    Optional

    Medical

    3:45 PM  -  4:30 PM
    MPDS v13.2 and Beyond
    Every new version of the protocol represents hundreds of PFCs, thousands of hours of work, and the input of dedicated professionals from around the world. Yet every time, there are still questions left to answer and new directions to discover. Come find out what went into the development of MPDS v13.2—and where the protocols are heading in the future.
    Optional

    Police

    3:45 PM  -  4:30 PM
    Hostage Situation: Now What?
    Hostage situations are a common occurrence in today's world. In this session, two experienced hostage negotiators take you through a real hostage situation. They explain the evolving call from the perspective of the hostage taker, the hostages, and the calltaker. This real-life event is dissected chronologically so that the participants can feel the evolution of the call. Participants will be taught the techniques that make these situations successful.
    Optional

    Quality Assurance & ACE

    3:45 PM  -  5:30 PM
    True 2 Q Live
    Whether you have been using the new Performance Standards 10th Edition and AQUA 7 Ascent for almost a year or are just making the switch now, come and ask the panel all your burning questions. This double session is designed to demystify the new Q and provide you with clear, consistent information on how to apply the new standards and use AQUA 7.
    Speakers:
    Optional

    Special Interest

    3:45 PM  -  4:30 PM
    Communication Center Manager Program: Two Weeks that Will Change Your Life
    The Communication Center Manager program provides a comprehensive foundation of management and leadership practices tailored to today’s communication center leaders. Experienced faculty and motivated participants come together for two dynamic weeks of education and training, with additional online coursework. Participants come away with skills they can put to use immediately in the communication center. They also create a lifelong network of peers from organizations representing a diverse range of communication center models, including both small and large, urban and rural, and law enforcement, fire and EMS.
    Optional

    Stress Management

    3:45 PM  -  4:30 PM
    What is Your Body Telling You About Stress?
    You know when you are under stress, right? Maybe you don't; your body has physiological reactions to stress you may not recognize. In this session we will talk about how your body's reaction to stress evolved and how, by identifying these signs, we may develop better coping strategies.
    Optional

    NAVIGATOR+

    4:45 PM  -  5:30 PM
    Before the Call: Domestic Violence
    "Before the Call" educates telecommunicators about the dynamics of family violence through the diary entry of a domestic violence victim. The training culminates with listening to a call that came into a communication center prior to a fatal domestic violence incident. By combining an introduction to family violence with a case study, attendees are given an up-close look at the many factors influencing victims, offenders, third parties, and family members of victims. By the end of the session, attendees will have a greater understanding of what goes on before the call they receive in a communication center. In spite of the tough, heavy topic attendees will leave encouraged and inspired. As the first, first responders, telecommunicators who do their job with excellence can empower the victims they interact with.
    Optional

    Operations

    4:45 PM  -  5:30 PM
    Active Shooter: Get It Right the First Time
    It seems all too frequently active shooter incidents are plaguing our nation. How do I train, what do I need to know, and who can I reach out to if I do not know something? Who are my stakeholders? What is at risk if I get it wrong? Big and small communication centers have to be ready. NFPA 3000 Standard directly addresses best practices for communication centers. This presentation will discuss types of active shooter scenarios, provide tools to the attendees, and actively engage the audience in the topic discussion.
    Optional

    Technology

    4:45 PM  -  5:30 PM
    The Notruf App
    In April 2018 Notruf Niederösterreich launched the first real emergency app for iOS and Android. "Real" because this is the first app with a direct connection to a dispatch EMD/calltaker. The app is the result of a successful cross-border cooperation between Lower Austria and the neighboring federal states of the Czech Republic. Even after a short time in use, we can say it is a success! But even if you are successful, there is still opportunity for improvement and ways to make it better, faster, and even easier. In this presentation you will learn about the key functions of the app, the technical environment, how the process was implemented in the daily dispatch business, and of course about new ideas using additional technical development.
    Optional

    ECNS

    4:45 PM  -  5:30 PM
    From Grant Funding to Sustainability: The REMSA Nurse Health Line Journey
    The REMSA Nurse Health Line was introduced to our community in October 2013. We provide recommendations to callers for the most appropriate care level in an effort to decrease inappropriate calls to 911 and decrease non-emergent visits to the emergency room. Our program results show improved access to quality care and improved patient satisfaction with significant cost savings. Grant funding concluded June 2016, and we are working toward sustainability. Who utilizes our Nurse Health Line? What are our challenges in becoming sustainable? What do our successes look like as we get closer to sustainability?
    Optional

    Human Resources

    4:45 PM  -  5:30 PM
    The Bullying Epidemic: Providing a Cure for Your Center
    This informative and interactive session will help you to recognize bullies within your center and avoid hostile work environments. If your bullying epidemic is not cured, then you will quickly find yourself with a bullying pandemic! Join us in our search for the cure to eradicate this disease.
    Optional

    Leadership

    4:45 PM  -  5:30 PM
    Team Member to Manager
    In this session, hear how I personally went from being a team member in training to managing the training and quality team nationwide in a day with no handover and no training. Learn from the mistakes made, lessons learned, and the constant battle that occurs in training in our environment across New Zealand.
    Optional

    Medical

    4:45 PM  -  5:30 PM
    Emergency Dispatch Protocol to Prevent Drowning in Sinking Vehicles
    Up to 10 percent of all drownings in western industrialized nations occur in submerged vehicles. A survey on vehicle submersion indicates that many people are not yet aware of the SWOC protocol. Traditionally, emergency dispatch protocols for calls to 911 have focused on determining the location of the sinking vehicle and instructing the occupants to wait in the vehicle for rescue; this is inadequate because response times are longer than the one minute in which occupants can get out of the vehicle. Therefore, two new protocols were developed for vehicles “sinking in water” and “stranded in floodwater.”
    Optional

    Special Interest

    4:45 PM  -  5:30 PM
    Tales of a Secondary PSAP with a Focus on EMS
    Allina Health EMS Communication Center is a secondary PSAP located in the St. Paul/Minneapolis Metro area. Why are we unique? We provide services for our EMS agency and other EMS agencies. Thirty percent of all 911 medical calls for the state of Minnesota come through our center, and one-third of the state's population resides in our area. We work with over 40 primary PSAPs scattered throughout Minnesota and Wisconsin. In this presentation we will discuss the benefits and challenges of being a secondary PSAP and the benefits and challenges of having a focus on EMS and providing contracted EMS services. We want to hear other people’s questions, opinions, problems, experiences, and solutions so there will be an open discussion segment. We want to open a dialogue and network with other communication centers who share our uniqueness, those who work with a secondary PSAP, or those who are just curious.
    Optional

    Stress Management

    4:45 PM  -  5:30 PM
    Deployment of our Peer Support Network in a Time of Tragedy
    As emergency responders, we are trained to help people, mostly strangers, in multiple types of situations. We are trained professionals that know what to do, how to do it, and what to say to help people in need. As an EMD, have you ever wondered how you would react and what you would do if confronted with the loss of one of your peers in a tragic event? As a supervisor, have you ever asked yourself what tools and plans are in place to help you help your EMDs during a tragic situation? In this conference, we will share the specifics of our peer support network project, the peer supporter selection process, the role of a peer supporter, their training, how and when they intervene, and the tragic loss of an EMD that precipitated the deployment of the project.
    Optional

    PARTY

    7:00 PM  -  9:00 PM
    Attendee Party at Riverview Ballroom

    Un Underwater FANTA SEA world unlike any you've experienced before!

    (Tickets will be $25.00 if purchased on-site)

    Sponsored by:

    Infor Logo

    Fee Optional
  • April 25, 2019
  • General Session

    8:00 AM  -  9:15 AM
    Breakfast with Exhibitors
    Exclusive Exhibit Hall Hour & FREE Breakfast in Prince George Exhibit Hall.
    Optional Closed

    NAVIGATOR+

    9:15 AM  -  10:00 AM
    Caller Management in Crisis Calls
    This hands-on workshop draws from academic research that examined how 911 dispatchers gain the cooperation of emotional or nearly hysterical callers in emergency medical calls. Using actual cases from 911 call centers, the goal is for dispatchers and supervisors to recognize communication practices that work to gain callers' attention and have them focus on patient care during Pre-Arrival Instructions. Attendees will learn: 1. When repetitive persistence is the most effective method for getting callers’ attention; 2. what to say when callers re-freak after effective control was reached; 3. which communication strategies work best to redirect callers’ focus for a more productive call; 4. how to get callers focused on patient care; and 5. why thinking about word choice and turn design is a great tool for dispatch training.
    Optional

    Operations

    9:15 AM  -  10:00 AM
    Consistent Performance Assessment
    Paramount performance when handling emergency calls is not enough. Other tasks in the control center are standardized too and need well-structured quality assessment. The "CaseTracker" as an integrated tool that combines different types of performance review to an interactive overall system and provides the basis for Notruf Niederösterreich‘s quality management.
    Optional

    Technology

    9:15 AM  -  10:00 AM
    Unleashing the Power of Technology: The Future is Now
    With the rollout of FirstNet and the move to NG911 across the country, new opportunities are available to improve the service your emergency communication system provides to your community. Is your 911 agency ready? Hear from a panel of dispatch leaders who are taking advantage of new solutions to succeed in the 21st century. Moderated by Steve Raucher, CEO of RapidDeploy, these experts will share best practices for evaluating and implementing technologies that solve the key challenges facing emergency services providers. Topics will include: how emergency dispatchers can use FirstNet to put lifesaving situational awareness in the hands of first responders; the benefit of open interfaces and connected systems to agencies of any size; evaluation of cloud-based technology versus legacy systems; and case studies on how progressive PSAPs are revolutionizing their technology systems and processes.
    Optional

    ECNS

    9:15 AM  -  10:00 AM
    Quality Improvement in ECNS: The Lower Austrian Way
    With the case review in AQUA, the quality management in the Emergency Communication Nurse System is not completed: it is just the beginning or a part of an extensive quality improvement process. This presentation shows the implementation of a comprehensive quality assurance system in the ECNS, which NOTRUF NÖ developed around applications such as AQUA.
    Optional

    Fire

    9:15 AM  -  10:00 AM
    Why People Die in Fires Part 3: Wildland Fires
    Massive wildland fires have headlined national news in recent years. These tragedies have been accentuated not only by firefighter deaths but also by the loss of civilian life. This presentation will uncover the elements that contribute to the loss of life in wildland fires to include the psychology of the fire caller and the misinformed public. Most of all, we will discuss what the Emergency Fire Dispatcher can do to help address these life-threatening conditions.
    Speakers:
    Optional

    Leadership

    9:15 AM  -  10:00 AM
    The Care and Feeding of Your 911 Dispatcher
    You've given your new hires the training, the certification, and the tools to be an effective 911 dispatcher. Have you given them the tools for self care? This session will describe how to start building your new hires' support network and how they start the discussion with their support systems at home.
    Optional

    Medical

    9:15 AM  -  10:00 AM
    SEND Protocol: Medical Miranda
    Discuss the benefits and need for the SEND protocol and discuss training of the protocol to get local agencies on board.
    Optional

    Quality Assurance & ACE

    9:15 AM  -  10:00 AM
    Race to ACE
    Accreditation is a marathon not a sprint; as such, it requires a detailed training plan to be successful. Whether you are a seasoned marathoner or just starting to train for your first race, this session will provide you with all the information you need to win your Race to ACE. Come and learn the tips and tricks for creating a training plan to run your best race! Bring your specific questions and receive personalized coaching. This session is led by the Associate Director of Accreditation, Kim Rigden. Board of Accreditation Reviewers and current ACEs are also invited to attend to share their winning strategies.
    Optional

    Research

    9:15 AM  -  10:00 AM
    Research Poster Lightning Round
    This session will present rapid-fire introductions to the studies conducted by those whose research posters are on display in the Exhibit Hall. Around the U.S.—and around the world—emergency dispatch professionals are constantly discovering new ways to do emergency dispatching better, to allocate resources more effectively and efficiently, and to improve the working lives of emergency dispatchers themselves. These dedicated professionals get a chance to show off their work, and you get to see the cutting edge of emergency dispatch science in this fast-paced session.
    Optional

    Special Interest

    9:15 AM  -  10:00 AM
    The Impact of Light on Dispatcher Performance and Well-Being
    This presentation reviews the latest research on how light impacts the performance, alertness, and well-being of people working in 24/7 operations. Additionally, we will share a case study where employee health and performance assessments were conducted before the installation of a human-centric, circadian lighting system, and then one year after the installation. Overall, the presentation will educate managers on key elements to consider when lighting a dispatch center as well as review the benefits of taking a human-centric approach when implementing a new lighting system.
    Optional

    Stress Management

    9:15 AM  -  10:00 AM
    911 Therapy Dogs: Another Unsung Hero!
    Having been involved in the 911 industry for nearly 25 years, I have discovered many benefits of deploying therapy dogs/comfort dogs into 911 centers! These specially trained dogs bring joy to our unsung heroes hidden behind the scenes. When employees are happy in the workplace, they are much more productive and efficient! Come learn more about the many benefits these dogs bring to the table!
    Optional
    10:15 AM  -  11:00 AM
    How to Create Greater Efficiencies in the PSAP
    Locating mobile callers and handling an increasing number of abandoned calls are just two of the big challenges PSAPs face in responding to a mobile society. These are on top of long-standing obstacles such as staffing shortages, meaning calltakers must do more with less. Add these to the growing risk of cyberthreats, and all while implementing NG911—the work can seem impossible. Yet, solutions exist using technology and services available today. Bring your top challenges to this session and learn how the “low-hanging fruit” can help you not only resolve issues but better serve citizens.
    Optional

    NAVIGATOR+

    10:15 AM  -  11:00 AM
    Strengths-Based Feedback: A Formula for Success
    The new ED-Q course teaches ED-Qs a new formula for writing case review feedback. It is called Strengths-Based Feedback (SBF). Never heard of it? Not sure how to write it? Want to know why it matters? Have questions or specific scenarios that you need help with? Interested in the science behind the Strengths-Based Feedback formulas? This session is a deep dive into SBF and will provide the answers to all these questions and more.
    Optional

    Operations

    10:15 AM  -  11:00 AM
    Medical Transfer Protocol Suite
    Introduction to the Medical Transfer Protocols, how they can potentially increase reimbursement, reduce over sending, provide responders with accurate information, and potentially reduce the number of lights-and-siren responses, which increases safety.
    Optional

    ECNS

    10:15 AM  -  11:00 AM
    Demonstrating Value: Making the Case for a 911 Nurse Triage Program
    The future belongs to agencies that are able to demonstrate value. Patients are making value determinations and often choosing alternatives other than 911 for medical needs. This session will explain why EMS agencies change their traditional service delivery model to bring more value to their health care stakeholders and their community.
    Optional

    Fire

    10:15 AM  -  11:00 AM
    Which Protocol to Choose for an MVA?
    Many centers using EMD that add EFD, EPD, or both struggle over which protocols to use for a Motor Vehicle Accident. This session will discuss which options some centers use to process an MVA as well as a few other crossover protocols and Pre-Arrival Instructions.
    Optional

    Leadership

    10:15 AM  -  11:00 AM
    10 More Tips to be a Better Mentor
    Building on the essentials of last year's 10 Tips, this year's session aims to break down those hard-to-engage staff members by finding common ground and picking out a mission to tackle together. Show you've got what it takes to change even the saltiest telecommunicator without giving up the ship.
    Optional

    Medical

    10:15 AM  -  11:00 AM
    EMS Started When?
    When was the first emergency call? What prompted the emergency telephone number? What happened prior to telephone communication? How did we cope before there were ambulances, and what did that first-ever ambulance look like? Where is EMS going in the future? Come along on this lighthearted look at the past, present, and future of the emergency medical services and get the answers to these, and many more, questions!
    Optional

    Quality Assurance & ACE

    10:15 AM  -  11:00 AM
    What Makes a Great Review?
    Have you ever wondered what happens once you have submitted your ACE application? During this session, you will hear a brief overview about what the IAED Board of Accreditation reviewers are looking for while they are reviewing your ACE or Re-ACE application. Learn what to do to make sure you impress your reviewers and show that your agency is "the best of the best."
    Optional

    Research

    10:15 AM  -  11:00 AM
    Active Shooters, Hurricanes, and Tornadoes: Where Does a PSAP Go from Here?
    After Action Reports (AAR) can seem daunting following a major event. After the October 1, 2017, shooting, the Combined Communications Center (CCC) in Las Vegas knew we need to create a path to review what happened and where we would go in the future. This session will detail the pitfalls and setbacks in a lessons learned seminar on how we documented what went right and how we could improve.
    Optional

    Special Interest

    10:15 AM  -  11:00 AM
    When to Stay on the Line—or Not!
    Across all three disciplines there exists one question that dominates and confuses the landscape of dispatch more than anything: "Should we stay on the line?" Each agency has to make a decision based on their unique needs, but not every agency has the information they need to make the best and most informed decision to aid their staff and keep their citizens safe. In this presentation I will speak about some of the concerns facing PSAPs that have to take on this decision in the face of increasing call volume and diminishing staff, and offer guidance as to what those decisions might look like. I will also explore some protocol-driven solutions for this and discuss how regularly researching call volume and CAD data can create accurate solutions for Case Exit that are dynamic enough to change when needed.
    Optional

    Stress Management

    10:15 AM  -  11:00 AM
    Within the Trenches Presents: Imagine Listening and Open Mic
    On August 24, 2016, the #IAM911 movement was born. Thousands of dispatch stories have been shared. In this session, dispatchers will get the chance to read their own stories to the attendees, or they may write them down and have them read for them. This will be a live audience podcast episode that will be shared to over half a million listeners. The first half known as "Imagine Listening" will be emotional, but the second half of this session, “Open Mic,” will be full of laughter as we share outrageous bloopers from our individual 91 1 experience. Attend, join the movement, and share a story.
    Optional

    NAVIGATOR+

    11:15 AM  -  12:00 PM
    Review and Steering Committees for the Modern Dispatch Center
    Are you tired of having a meeting to have a meeting? Are you struggling to get projects completed or even off the ground? Dock up with us as we go over the necessary steps to engage your membership, set expectations, create agendas, and wrap up meeting notes with ease. Learn to crawl, walk, then run, ready to implement a new mantra for making meetings count!
    Optional

    Operations

    11:15 AM  -  12:00 PM
    Bridging the Gap: The First Three Minutes
    The goal for this session is to let our supervisors and our line telecommunicators know the incredible impact they have on the EMS system. In our hands on a daily basis are the lives of our responders and the public. We bridge the gap during every emergency response. We create that bridge for our responders to travel on for a safer outcome. We update, encourage, care for, treat, enable, and advise—all of the thousands of bits of information needed for a successful incident. In this session we will cover personal responsibility and adherence to protocol and procedure, as well as customer service. In the very complicated world of EMS, simple works.
    Optional

    Fire

    11:15 AM  -  12:00 PM
    Well That Doesn't Match Up
    How many times have you dispatched units to check the welfare of someone lying on the ground? How many times has that person ended up as a working trauma code after being shot? Or the caller reporting a fire on the stove left out the part about the roof being on fire? Let’s take a look at how a protocol, combined with policies and procedures, can help your agency prepare for these extreme types of cases.
    Optional

    Human Resources

    11:15 AM  -  12:00 PM
    Strategies for Managing and Motivating Difficult Trainees
    Conducting training is a fascinating and energizing activity for the trainer and should be for the trainee as well. This session is for any CTO, trainer, or front-line supervisor tasked with evaluating behaviors and performance or providing classroom or one-on-one training. Katrina Rahier, an instructor with the Denise Amber Lee Foundation and the Washington State Criminal Justice Training Commission and 21-year veteran telecommunicator, introduces some of the best strategies to manage some of the most challenging behaviors and difficult trainees the CTO will encounter, whether it’s the know-it-all, the trainee who shuts down, or the perpetually substandard performer. Participants will walk away with delivery methods that are targeted to address the challenging behaviors and substandard performances. They will identify the power of motivation and feedback, and they will understand the necessary elements of legally defensible documentation.
    Optional

    Leadership

    11:15 AM  -  12:00 PM
    Leadership Isn't Reserved for the Boss
    Leadership is not something reserved for only those with boss in their job description. In this session we will examine how even the newest person can and will serve in some sort of leadership role. From the two-week probationary T/C to the leader of the organization, we all play a role in leadership, and this session will focus on the impacts we all have on the organization when we step up and lead.
    Optional

    Medical

    11:15 AM  -  12:00 PM
    Ask The Science Guys
    Do you have a question about the science behind the MPDS Protocol? Now is your chance to ask Dr. Jeff Clawson and Brett Patterson your burning questions. Come prepared to get answers from the experts.
    Optional

    Quality Assurance & ACE

    11:15 AM  -  12:00 PM
    Who Wants to be a Q Millionaire?
    Join us for a fun game to test your Q knowledge! This version puts a new twist on our previous session "Who Wants to be an EMD Millionaire?" Members of the audience will answer quiz-like questions referencing AQUA 7 and the ED-Q Performance Standards 10th Edition. Participants will walk away with a thorough understanding of the new standards and how to apply them.
    Optional

    Research

    11:15 AM  -  12:00 PM
    Stop, Collaborate, and Listen
    In this course we will provide you with effective tools to reach out to your diverse communities and develop more positive relationships with the public you serve. As part of our mission, the IAED seeks to find better ways to provide emergency services to the public at large, particularly in the role 911 plays in public safety. In 2018, we conducted a 911 Attitudes Study in six diverse communities to discover their knowledge, barriers, expectations, and suggestions to improve their experience calling 911. Join us to discuss how to break down assumptions (STOP), connect all stakeholders (COLLABORATE), and implement findings into your everyday work (LISTEN).
    Optional

    Special Interest

    11:15 AM  -  12:00 PM
    The Land Down Under and Across the Ditch
    A preview of all of the agencies in Australia and New Zealand. It includes a profile on each agency: staff numbers, call volume, and a particular unique quirk—crocodile attacks in the NT, shark attacks in WA, and a story of interest about an EMD from each agency. There is a quality improvement aspect: what the agencies do to keep their staff engaged and how they train and support them. The floor will then be opened to questioning and then our ANZ comrades that normally attend will participate in a Q&A session. We also plan on having some spectacular visual aids. Not death by PowerPoint, but a showcase of the beautiful and unique locations that we cover and some of the creatures that reside here other than EMDs!
    Optional

    Stress Management

    11:15 AM  -  12:00 PM
    "911—Whaddyah Want?"
    When you take an honest look at the actual career of someone who works in public safety, the majority of assistance we provide is completely based off of someone else's nightmare. What if our nightmare is actually going to work? How are we going to be able to face someone else's emergency when work is becoming our own emergency? Compassion fatigue is becoming an epidemic in the public service sector, and as leaders of our departments, we must become more aware of how to recognize compassion fatigue and correct it before we become targets for the media. This class will expose compassion fatigue and demonstrate ways for leaders to identify and confront the issues causing compassion fatigue. Then together we will make plans to continue to change culture and create a positive work environment in order to offer the best customer service experience in our field.
    Optional

    NAVIGATOR+

    1:00 PM  -  1:45 PM
    Blind Spotting, Bias, and Decision Anchors
    Remember the caller that: called in about the family barbecuing in a local park, called in about a kid selling water without a permit, called about someone sitting at Starbucks without buying anything, called about a young woman sleeping in the common area at Yale, or called about four women who were golfing too slow? Wow, how do we best screen, handle, intake, and dispatch calls that may be influenced by bias? In this very special session, we will discuss implicit bias calls and how we can best handle them. The science of implicit bias is fascinating. This session will be enlightening both personally and professionally. Don't miss it. You will see the world and our profession through a new lens.
    Optional

    Operations

    1:00 PM  -  1:45 PM
    Are “HOT” Responses Worth the Risk?
    The National Highway Traffic Safety Administration commissioned a comprehensive report on the benefits, risks, and public perceptions of red light and siren responses. This groundbreaking report challenges many of the perceptions of the benefits of HOT responses with empirical evidence and public perception. The presenters will provide a summary of the report and provide attendees with specific recommendations to enhance provider and patient safety, while maintaining public trust.
    Optional

    Fire

    1:00 PM  -  1:45 PM
    Light My Fire: Dispatch Essentials
    The speaker will impart his 40 years as a firefighter and career in 911 communications to define what makes the best fire dispatcher. Covered will be approaches to improving emergency dispatcher training and education and opportunities for CEUs. An emphasis will be placed on the role dispatchers can play in firefighter safety on the fire ground, highlighting the most common causes of fire ground communications breakdowns. Attendees will hear challenging audio clips of calls in action and examples of high quality fire dispatching under stress. Included will be a review of NIOSH reports of firefighter fatalities and the role communications played. Key issues will include Mayday calls, PASS devices, RIT teams, time checks, and tactical dispatching.
    Optional

    Leadership

    1:00 PM  -  1:45 PM
    Peer Support in the Netherlands
    Some calls that are dealt with have an emotional impact on the calltakers. In every region in the Netherlands there is a special team available that provides support to calltakers, dispatchers, and field responders. The team consists of colleagues who have had special training and are available 24/7. In this session we’ll talk about our experiences in the region Noord-Holland Noord.
    Optional

    Medical

    1:00 PM  -  1:45 PM
    High Performance Telephone CPR for Dispatch
    Improving cardiac arrest survival is a team approach. This session will focus on high performance telephone CPR in an effort to increase sudden cardiac arrest survival in your community. Topics will include elements of high performance telephone CPR and implementing a quality improvement cycle including data collection, measurement, and feedback.
    Optional

    Quality Assurance & ACE

    1:00 PM  -  2:45 PM
    AQUA v7+ User Forum
    This session will allow ED-Qs to co-mingle and share best practices while meeting face-to-face. During this extended session we (PDC QA and Software Trainers) will also be discussing thoughts and ideas to advance AQUA for future versions. Some items that are currently being considered for the next major AQUA release are: supervisory dashboard, enabling calltakers to log in and view reports and reviewed calls, and a web interface. Come prepared with ideas!
    Optional

    Research

    1:00 PM  -  1:45 PM
    IAED Research Update
    Every year, the International Academies of Emergency Dispatch conducts original research in medical, fire, and police dispatching, emergency communication nursing, emergency dispatcher workplace conditions, and best practices for emergency communication management. In this session, we will present a fast, "round-robin" look at the most exciting studies to come out of the IAED this year, along with ideas for implementing new research findings in your own agencies.
    Optional

    Special Interest

    1:00 PM  -  1:45 PM
    Sticks and Stones may Never Hurt Me, but How You Talk to Me Can!
    The way we communicate with each other has changed. In today's professional and social climate the words we choose can have a major impact on your center. In this session we will dramatize observed communication scenarios between calltakers, radio operators, and supervisors and provide expert opinions on how to take a bad situation and make it better. We will discuss strategies for effective communications in our evolving centers keeping personnel engaged and reducing the stress experienced on a daily basis. This session will discuss everyday interaction, QA/QI feedback examples, performance evaluation delivery techniques, and other situations helpful to leadership. Be ready to learn, laugh, and collaborate with a 20-year veteran of the center and an internationally recognized linguistic expert.
    Optional

    Stress Management

    1:00 PM  -  1:45 PM
    Behind the "Hangry" Headset
    In our session we plan to discuss the science behind nutrition and behavior. We will explore the connection between diet and mood and the effect they both have on performance, concentration, and overall wellness. Using evidence from scientific studies, we will explain how many of the "hangry" feelings that surface during a typical shift surface from underlying deficiencies that oftentimes go undetected. The presentation will highlight specific vitamins, warning signs of deficiencies, and how to easily correct imbalances. Our lighthearted approach will use real examples of the impact this can have on individual employees and the entire communication center. We will provide easy to implement, cost-effective ideas on how to make changes in your center to combat these "hangry" symptoms. The goal of this session is to educate people about simple changes that can have a dramatic impact on stress, mood/behavior, work performance, and overall health.
    Optional

    NAVIGATOR+

    2:00 PM  -  2:45 PM
    How Does a Proposal for Change Become Protocol?
    How often have you attended NAVIGATOR and heard "Submit a PFC" or been using protocols and thought "I know a way we could do this better"? This is a chance to find out exactly what happens within the IAED that makes an idea become a reality. This presentation was delivered at Australasia NAVIGATOR in 2016, and IAED President Jerry Overton commented afterward, "I didn't know how you were going to talk about PFCs for an hour and make it interesting, but you sure as heck did that!" Come armed with questions in this interactive discussion.
    Optional

    Operations

    2:00 PM  -  2:45 PM
    Ask What Your Dispatch Center Can Do for Your Community
    Ever tried to "sell" the knowledge and experience of your dispatch center to the community or local government? Is every year the same fight for money to run your dispatch center? Threatened by artificial intelligence, which takes over the duties and decisions of your calltakers/dispatchers and reduces your staff? We believe in the fact that a dispatch center can be more than just an office with phone lines for information input and radio for dispatching output. A dispatch center and its employees can be the heart of a service center providing help and data for decision-makers not only in the operational part of EMS. You could be a lot more to the community: gatekeeper to crowded ERs, first level support to people in need, and turntable in your health community, thus also increasing the value of your company and your employees.
    Optional

    Fire

    2:00 PM  -  2:45 PM
    EFD Protocols and the Data
    This session will look at the EFD Protocols and the data behind the scenes. Version 5.0, 6.0, and 6.1 data will be compared. Come look at how your center can track EFD data using the NFPA 1221 report for your center in EFD, EMD, and EPD.
    Optional

    Human Resources

    2:00 PM  -  2:45 PM
    Training Transfer in Dispatch: What Is It, Why Is It Important, and What Can We Do?
    Training transfer is a subject that many training advisors lose sleep over. Although it is not a new phenomenon in workplace education, it is one that is somewhat misunderstood or unknown to some, not just in public safety. As training professionals, administrators, and ED trainers, we consistently try to optimize the impact of our training sessions on the individuals that received said training. Optimizing training transfer is a good place to start. Although achieving 100 percent training transfer is almost impossible, there are actions organizations can put in place to facilitate training transfer in their communication center.
    Optional

    Leadership

    2:00 PM  -  2:45 PM
    New Employee Training and Probationary Monitoring
    This session will help you understand the methodology behind the development of multidiscipline training system based on benchmarks measuring knowledge and skills of new PSAP employees. It will also demonstrate the method to monitor employees using supervisor observation and employee feedback. There will be a discussion on the effective uses of mentoring plans and performance enhancement plans to guide trainees back on track. You will learn to understand your agency's standards and know when to recommend/end a training session or probationary period.
    Optional

    Medical

    2:00 PM  -  2:45 PM
    Let It Bleed? Not Anymore: Tourniquets in EMD
    Tourniquets have been widely applied in the military environment with great success. Is it time to apply tourniquets in the pre-hospital civilian environment?
    Speakers:
    Optional

    Research

    2:00 PM  -  2:45 PM
    The Future of Emergency Dispatch
    The future is not ours to see, but it sure is something fascinating to contemplate. In this presentation, IAED staff will leap ahead to discuss the dominoes of current emergency dispatch and how the profession will fall in place as the first, first link in emergency response. Our talk complements the vision set forth in the EMS Agenda 2050, but with an emphasis on emergency dispatch and a vision procured through experts from the Academy and those in the field.
    Optional

    Special Interest

    2:00 PM  -  2:45 PM
    Gamification for Adult Learning
    John and Ron will provide the newest science and research in adding competition and game qualities into adult learning and training. They will provide examples and applications of "game-style" products. Learn how you can design your own motivating and entertaining sessions that will assist your personnel.
    Optional

    Stress Management

    2:00 PM  -  2:45 PM
    Culture Shock
    How Jasper County Emergency Services used the tragedy of the 2011 Joplin tornado as a vehicle for cultural change. Though PTSD and burnout remain a prevalent part of our daily life, our agency has learned the value of peer support, CISM, and self-help as coping mechanisms.
    Optional

    NAVIGATOR+

    3:15 PM  -  4:00 PM
    Strategies to Implementing Training and Protocol Legislation
    This session will give attendees the steps to approaching state legislatures to implement and fund state programs for mandatory uniform dispatcher training standards and the use of structured protocols for call answering. Learn from the successes in the state of Maine as it passed legislation to implement and fund, via 911 surcharge, a basic dispatcher curriculum and the statewide implementation of medical and fire protocols at all PSAPS. Covered will be model legislation, bill drafting, building stakeholder groups, learning the legislative process, tips on testimony, governance once approved, adoption of curriculums, monitoring of dispatcher certification and recertification, and hurdles and challenges in affecting changes.
    Optional

    ECNS

    3:15 PM  -  4:00 PM
    The Five Most Commonly Accessed MPDS Protocols
    Did you know that the most commonly accessed MPDS Protocols have shifted over time? Counting down to the current most commonly accessed Medical Protocol, Greg Scott, Research Analyst with the International Academies of Emergency Dispatch, teams with former Nursing Professor, Gigi Marshall (ECNS Program Administrator), to discuss the underlying pathologies and health care implications associated with each of the "Top Five" protocols and their Key Questions. We will also delve into specific Determinant Codes and priority levels, as well as the use of nurse triage for some low-acuity codes. This session will provide EMDs with a more comprehensive understanding of the information gathering process during interrogation of these protocols as well as insights into developing best practice.
    Optional

    Fire

    3:15 PM  -  4:00 PM
    Incident Command System and Comm. Center Operations
    Kevin and Ron will delve into the Incident Command System, fire ground operations, and communication center personnel's role. They will provide scenarios that will highlight actions to take during operations. Kevin and Ron will cover fire ground terminology and operations to assist your personnel during events. This session will provide attendees with information to bring back to their centers to employ best practices in fire operations.
    Optional

    Human Resources

    3:15 PM  -  4:00 PM
    Taking Your Fitness to the Next Level
    In 2015 Notruf Niederoesterreich started looking for possibilities not only to maintain a safe infrastructure, but also to create a healthy and dynamically growing one. So the first step was to ask the employees about their personal health, eating, and sportive habits and how work in a dispatch center changed their lives. Results of this survey were presented last year at the NAVIGATOR in Las Vegas. In the meantime, Notruf Niederoesterreich has joined a workplace health-related project certified by the Lower Austrian government. This project is a challenge for management and employees because only together is it possible to fulfill the requirements for the certificate. In this presentation we will talk about results of the next survey and ideas from employees and management about how to keep and improve your personal health on your job. We will also discuss if there is a gap between work-life balance and the idea of work-life blending.
    Optional

    Leadership

    3:15 PM  -  4:00 PM
    Recruit, Train, Retain
    This course will examine the unquestionable connection between recruiting the right people, a successful training program, and retention. Recruitment involves everyone in your agency looking for the right person; they may be waiting on us, bagging groceries, or even making coffee. Successful training programs must be fair, unbiased, and focused on success. We may be looking outwardly for the reason of continual staffing shortages, lack of qualified candidates, or unsuccessful training programs. But this course will focus on your agency as a whole, asking if you actually invest and recruit the best people then successfully train them to work in the high-stress environment. Successfully recruiting, training, and retaining doesn’t need to be a difficult process if you follow these proven and successful tips and techniques.
    Optional

    Medical

    3:15 PM  -  4:00 PM
    Psych, Integrated Health, and Mobile Stroke Units to the Rescue!
    Thanks to our Medical Director, Dr. Yancey, and EMS Administration, Grady EMS in Atlanta, Georgia, is a very progressive and innovative system. We have implemented both a Mobile Integrated Health (MIH) Unit and Community Paramedicine program as well as a Mobile Stroke Unit (MSU). We would like to present information regarding our programs and explain how the communication center and the MPDS play an integral role throughout the process.
    Optional

    Quality Assurance & ACE

    3:15 PM  -  4:00 PM
    The Tao of Q
    It’s easy to get off track with quality management. We often get buried under the volume of case review, sidetracked with the other responsibilities of our positions, or become burned out and overly punitive. This session reviews the philosophy of QA, QI, and QM and highlights how the IAED Performance Standards 10th Edition provides the framework for a positive approach to performance review and employee development. Whether you are a veteran ED-Q or you just certified in the protocols, this session will help you find your way.
    Optional

    Research

    3:15 PM  -  4:00 PM
    Medical Pre-Alerts: A Risky Business?
    Have you ever been alerted to a call and known nothing about the call except a possible nature code? Does your agency send units to calls with no priority or dispatch coding? If so, it's probably pre-alerts or fast forwarding of calls. This session will go over the research that we did on medical pre-alerts between two similar-sized agencies. It will also go over what changes we made at our agencies from this research and how you can take some of our research to change the way your agency dispatches medical calls. Go away from this session with an informed decision about whether medical pre-alerts are something your agency wants or needs and see the benefits and risks associated with it.
    Optional

    Special Interest

    3:15 PM  -  4:00 PM
    The Power of Heartache and Hilarity
    Laughing and crying are good. Laughing until you cry is spectacular. When dealing with stressed, injured, or deceased people in our jobs, we sometimes can't help but do both. When that patient is your son, the emotions are beyond comprehension. Grief defines and shapes the role of every public service worker. Humor saves our sanity. Finding ways to help us cope effectively is critical to maintaining positive mental health and wellness. "Brock's Law" was added to the 911 dispatch cardset following the tragic death of 16-year-old Brock Ruether from sudden cardiac arrest. In this session, Brock’s mom, Kim Ruether, will introduce you to Brock's story and share some of the hilarious and valuable insights she gained through her roles in health care, farming, surviving PTSD, grieving, and parenting. There are wonderful ways to do better and cope better; we just need to talk about them.
    Optional

    Stress Management

    3:15 PM  -  4:00 PM
    When 911 Re-enters the Twilight Zone: Dispatch Stress, Fatigue, and Sleep Deprivation
    This session will present information on stress, fatigue, and sleep deprivation. Recent research findings will be added to currently accepted data as related to public safety workers in general, and, specifically to communication officers. The session will explore causes, signs, and techniques for avoiding these problems that all communication officers should be aware of. Teaching points will be emphasized and supported with clips from the 1950s TV series. Students should "look out for the sign post ahead. They are about to enter ... The Twilight Zone!"
    Optional

    NAVIGATOR+

    4:15 PM  -  5:00 PM
    Telecommunications in the "Visually-Impaired Environment"
    "It's like being on scene blindfolded, with your hands tied behind your back ..." Training new hires how to understand communicating in a "visually-impaired environment" can be very challenging. Learn some fun and creative ways to get this point across to trainees, management staff, responders, or even community members! These interactive exercises make fantastic team-building CDEs for veteran communication center staff as well. Come prepared to have a great time and (probably) laugh a lot!
    Optional

    Operations

    4:15 PM  -  5:00 PM
    Inter-Facility Protocols 45 and 46 from the End User Point of View
    This presentation will cover: 1) The lessons learned, the struggles of implementation, and the long-term challenges which exist using the new inter-facility Protocols 45 and 46. 2) Training calltakers on how the new protocols work and what the expectations of their role is. 3) What your Q team will need to know on how to Q these calls compared to the 911 protocols. Included in the discussion will be the administrative point of view on how to connect standard operating procedures, medical directives, and outside stakeholder requirements, as well as setting up reasonable timelines, standards, and goals for everyone involved. Lastly discussed will be how Sunstar Paramedics Communication Center uses ProQA in conjunction with CAD. This presentation will not cover the physical implementation of the protocols.
    Optional

    Fire

    4:15 PM  -  5:00 PM
    What to Send on Fire Alarms: Reality Check!
    According to a May 2018 National Fire Protection Association (NFPA) report, the percentage of false fire alarm calls in 2016 was second only to calls for emergency medical incidents. Traditionally, many fire agencies respond to these calls with a significant number of resources only to be cancelled. This presentation will discuss what statistics show about the validity of the different types of fire alarms and how your agency can utilize the Fire Priority Dispatch System (FPDS) to effectively preplan your deployment accordingly so that the appropriate amount of resources are initially assigned to these events.
    Speakers:
    Optional

    Human Resources

    4:15 PM  -  5:00 PM
    Recruitment, Retention, and Reinvention at Ventura County Fire
    As public safety professionals, we recognize the consistent challenges in not only recruiting but retaining high quality dispatchers. The challenges of recruitment strategies and attrition rates often get overlooked and unaddressed. In this session, we offer a new framework: a holistic reinvention to narrow recruitment efforts, training and testing, and dispatch culture. Ventura County Fire Department's Fire Communications Center (FCC) trainee attrition has decreased to 30 percent from a historical average of 80 percent. We are proud to say the FCC is fully staffed for the first time in years. Discussion topics include: 1) Outreach, recruitment, and hiring 2) Testing processes 3) Training structure 4) Philosophy and culture 5) Management support and executive buy-in 6) How we keep them!
    Optional

    Leadership

    4:15 PM  -  5:00 PM
    Deployment Dilemma: Is It Time to Ditch Single Tier, All-ALS EMS Deployment?
    Many EMS systems send ALS ambulances to every 911 emergency. The basis for this system design has been both clinical and financial. But are all-ALS systems actually harming patients, while making it more difficult to meet rising call volume demands with a shrinking workforce? This dynamic, and at times controversial, session will explore the pros and cons of ditching an all-ALS single tier EMS system response model.
    Optional

    Medical

    4:15 PM  -  5:00 PM
    Medical Legal Cases
    Interested in learning about legal cases relating to medical calls? Come hear what's gone wrong and what's happened afterward. Using MPDS correctly protects communication centers from becoming the next legitimate legal case.
    Optional

    Police

    4:15 PM  -  5:00 PM
    EPD—Yes It Can Work For You!
    As I go to different agencies I hear all the reasons why it will not work for “their agency.” They are all obstacles that we have overcome ourselves here at St. Cloud, and I really believe with the proper guidance any agency can also be just as successful as we have been and triple accredited.
    Optional

    Special Interest

    4:15 PM  -  5:00 PM
    "Why Are You Asking Me All These Questions?"
    How many times a day do you get asked, "Why are you asking me all these questions?" Wouldn't it be great if every caller understood why we the calltakers do what we do? Join in and discuss the public's perception of 911. How we as dispatchers paint the picture through tone and can assist in public education. We will cover ways to educate the public from time of call, attend health fairs, visit nursing facilities, and even set up junior dispatch programs. Let us help you with the answer to, "Why are you asking me all these questions?"
    Optional

    Stress Management

    4:15 PM  -  5:00 PM
    Grace Under Pressure: Peak Performance When It Matters Most
    Compressed time frame decision-making with imperfect information. If that isn’t stress inducing enough, add high stakes consequences, like life or death, to the equation. Does that stress you? How does one ensure peak performance when it matters most? First one must understand the decreased performance when a stressed body and mind are dominant. In this session, recognition of stress and pressure’s effects will be presented along with specific techniques to mitigate the mind and body’s stress response. These techniques will help anyone perform at their maximum potential when the stakes matter the most.
    Optional

    PARTY

    6:30 PM  -  8:00 PM
    ACE Reception

    By Invite Only - Reserved for current ACE Centers

    Sponsored by:

    OnStar_BSOT_Logo

    Optional
  • April 26, 2019
  • NAVIGATOR+

    9:00 AM  -  9:45 AM
    The Telecommunicator's Role in Officer Safety
    Officers and dispatchers aren’t really that far apart in their goals, their mission, or their mindset; they just need a little help in breaking down those organizational roadblocks that always seem to get in the way. If every day, regardless of assignment, we teach our personnel to say, “Not today, not on my shift, not on my watch, not on this call. I will not allow routine to derail my performance, and I will not be caught off guard or let my officers get hurt." We all need to be part of a culture of safety, not just survival, and that includes those in the communication center who we put our trust in to survive any encounter.
    Optional

    Technology

    9:00 AM  -  9:45 AM
    Unleashing the Power of Technology: The Future Is Now
    With the rollout of FirstNet and the move to NG911 across the country, new opportunities are available to improve the service your emergency communication system provides to your community. Is your 911 agency ready? Hear from a panel of dispatch leaders who are taking advantage of new solutions to succeed in the 21st century. Moderated by Steve Raucher, CEO of RapidDeploy, these experts will share best practices for evaluating and implementing technologies that solve the key challenges facing emergency services providers. Topics will include: how dispatchers can use FirstNet to put lifesaving situational awareness in the hands of first responders; the benefit of open interfaces and connected systems to agencies of any size; evaluation of cloud-based technology vs. legacy systems; and case studies on how progressive PSAPs are revolutionizing their technology systems and processes.
    Optional

    Medical

    9:00 AM  -  9:45 AM
    "Okay, Tell Me Exactly What Happened": Name the Chief Complaint
    An interactive game show-style presentation. Many of us have had calls which made us think, not necessarily because of what’s happening but because of the rules an EMD needs to know to select the best Chief Complaint. This presentation will involve not only the presenters but everyone in attendance. We will play a clip from real 911 calls taken in our center: The audience will then be asked which Chief Complaint to go down. Right or wrong we will then discuss the call and why one Chief Complaint is the most appropriate.The answers will be researched by our QA and training officers who are also Q’s. The goal of this presentation is to educate those who attend on Chief Complaint selection while interacting with them. We also want to answer any questions they may have regarding QA.
    Optional

    Quality Assurance & ACE

    9:00 AM  -  9:45 AM
    Crossing the Line
    This session will discuss how PSAPs can create partnerships with surrounding agencies to foster teamwork and strengthen their EMD program. LETA and El Paso-Teller 911 Authority will explain how they crossed jurisdictional boundaries to become partners in creating collaborative training opportunities and CDEs between their 911 Authorities (on opposite ends of the state!). The session will touch on learning management systems, adult learning techniques, and mentor relationships used to encourage ACE accreditation.
    Optional

    Special Interest

    9:00 AM  -  9:45 AM
    Dispatching 16,000 Ambulances
    Can you imagine dispatching more than 16,000 ambulances? Knowing their location, their brand, and organization? Relocating them nearly every time a new ambulance is joining the fleet? No? Then you have to join us for this presentation and maybe become an "EMD"—an Emergency Model Dispatcher—yourself. To say it clearly: This is not a presentation about processes in a dispatch center, emergency calls, dispatch life support, or the management of a dispatch center. It is also not about dispatch education programs, but there is definitely a strong connection to work-life blending. It is something different "on the edge of the whole EMS and dispatch system." Susanne and Siegfried are the world record holders for the largest ambulance model and toy collection in the world. They are listed in The Guinness Book of Records and EMS1 ranked them among the top 10 world records in EMS.
    Optional

    NAVIGATOR+

    10:00 AM  -  10:45 AM
    Emergency Dispatch Protocol to Prevent Drowning in Sinking Vehicles
    Up to 10 percent of all drownings in western industrialized nations occur in submerged vehicles. A survey on vehicle submersion indicates that many people are not yet aware of the SWOC protocol. Traditionally, emergency dispatch protocols for calls to 911 have focused on determining the location of the sinking vehicle and instructing the occupants to wait in the vehicle for rescue; this is inadequate because response times are longer than the one minute in which occupants can get out of the vehicle. Therefore, two new protocols were developed for vehicles “sinking in water” and “stranded in floodwater.”
    Optional

    Technology

    10:00 AM  -  10:45 AM
    The Future of AI in Emergency Control
    Artificial Intelligence (AI) is influencing every facet of our lives—whether we know it or not—but does it have a role in emergency communications? During this session we will discuss what AI is, what it is doing, and what it can do. Then we look at what role it could have in emergency services and if it should have a role in the control room.
    Speakers:
    Optional

    Leadership

    10:00 AM  -  10:45 AM
    EMD Mentor: What They Can Do for Your Agency
    This session will go into detail about what the EMD Mentor program is and what it can do for your agency. Implementing the EMD Mentor certification in our agency was a huge step forward for many reasons. The mentor program bridges the gap between EMD and EMD-Q, providing a greater understanding of the performance standards while giving the participants an understanding of adult learning principles and tools for providing effective feedback.
    Optional

    Medical

    10:00 AM  -  10:45 AM
    Stroke: Unrecognized Cases
    Analysis of the registers of the 114 Ticino Soccorso (Switzerland) and of the 118 Genova Soccorso (Italy) on patients with unidentified stoke during the emergency call.
    Optional

    Police

    10:00 AM  -  10:45 AM
    Avoiding an Alarming Police Response
    Intrusion alarms are frequently in the top 5 calls for service for police agencies. Police often treat these calls as an urgent priority/multiple officer response situation, yet the evidence shows that the vast majority of intrusion alarms are false alarms. The result is an inefficient use of police resources in a high-risk practice that places both officer and public safety at unnecessary risk. This session will focus on the evolution of police response to intrusion alarms and examine the critical role that the proper use of PPDS Protocol 104 and effective internal policies play in delivering public safety. Warning: Explicit and difficult audio and language may be heard.
    Optional

    Quality Assurance & ACE

    10:00 AM  -  10:45 AM
    The Tao of Q
    It’s easy to get off track with quality management. We often get buried under the volume of case review, sidetracked with the other responsibilities of our positions, or become burned out and overly punitive. This session reviews the philosophy of QA, QI, and QM and highlights how the IAED Performance Standards 10th Edition provides the framework for a positive approach to performance review and employee development. Whether you are a veteran ED-Q or you just certified in the protocols, this session will help you find your way.
    Optional

    Special Interest

    10:00 AM  -  10:45 AM
    The Power of Heartache and Hilarity
    Laughing and crying are good. Laughing until you cry is spectacular. When dealing with stressed, injured, or deceased people in our jobs, we sometimes can't help but do both. When that patient is your son, the emotions are beyond comprehension. Grief defines and shapes the role of every public service worker. Humor saves our sanity. Finding ways to help us cope effectively is critical to maintaining positive mental health and wellness. "Brock's Law" was added to the 911 dispatch cardset following the tragic death of 16-year-old Brock Ruether from sudden cardiac arrest. In this session, Brock’s mom, Kim Ruether, will introduce you to Brock's story and share some of the hilarious and valuable insights she gained through her roles in healthcare, farming, surviving PTSD, grieving, and parenting. There are wonderful ways to do better and cope better; we just need to talk about them.
    Optional

    NAVIGATOR+

    11:00 AM  -  11:45 AM
    The Long 8 seconds
    How easy is it to recognize agonal breathing through a telephone? Can you do it? Can the EMDs in your agency do it? How simple is the tool? Why not exchange ideas on how to help EMDs recognize agonal or ineffective breathing? Come along and maybe leave with some new ideas.
    Optional

    Technology

    11:00 AM  -  11:45 AM
    Using MPDS Intelligence to Manage Resources
    Are your current response assignments using your resources efficiently and effectively? Are you using the MPDS software to its full capabilities? This session is going to give you ideas on ways to manage your resources and how to use the software to achieve this.
    Optional

    Leadership

    11:00 AM  -  11:45 AM
    The Future of Your Agency Is in Your Hands
    The future of your agency began yesterday: New employees will be the future leaders of your agency. What kind of environment are they walking into? Are they learning to lead by example? The future of your agency depends on those who will assume leadership positions. Who will be influencing the direction of your department? Is your agency preparing the future leaders or do they just assume someone will eventually become qualified to lead their organization? The qualifications of a great leader are difficult to quantify. Many who may have great qualifications may be overlooked or just won’t even try because of complacency. If the future of your agency is now, then ask yourself, what are you doing to coach, empower, and inspire those future leaders?
    Optional

    Medical

    11:00 AM  -  11:45 AM
    Pesky Protocols Part 2: Let's Push Through This
    This class is a continuation of Pesky Protocols: I'm All Shook Up—Seizures and Other Pesky Protocols from NAVIGATOR 2018 in Las Vegas. We will briefly hit on some of the issues we spoke of in our last class in regard to seizures, CPR, and choking. We will discuss the new changes to MPDS version 13.1 that relate to the overdose and pregnancy protocols. We will show examples of common mistakes that we have noticed since the latest changes have been made to these protocols. We will also offer suggestions on how to improve compliance on these protocols and training we have used in our center to achieve that. We will close with a game that will review all the ideas and topics discussed in our class.
    Optional

    Police

    11:00 AM  -  11:45 AM
    Problem-Oriented Dispatching
    Law enforcement agencies have been long-standing leaders for developing innovative ways to partner with other agencies to address recurring problems in their communities. In the past, these efforts have solely been left to the responsibility of sworn personnel in the field. Ironically, dispatchers are usually the first point of contact with law enforcement agencies, but yet they rarely ever see solutions to the complaints they receive. Dispatchers are often the first to notice recurring problems with specific locations and/or individuals. Problem-oriented dispatching challenges the traditional, reactive approach to dispatching by empowering dispatchers to be proactive participants in the problem-oriented policing philosophy to provide best service and reduce recurring calls for service.
    Optional

    Quality Assurance & ACE

    11:00 AM  -  11:45 AM
    The Right Recipe to Make the Perfect Cake
    This is a presentation on where to draw the line on how to use good customer service without altering the protocol and how to use good communication skills. With my experience, I know that a lot of Q's struggle with this. When I teach a class, I always use the image that the protocol is the core of the cake and you can't change the recipe because the cake will not rise. What you put on the cake to make it taste better is yours to decide. Do you put chocolate icing or whipped cream? It all depends. Using good customer service and communication skills will help you make the cake (protocol) taste better. So this way the dispatchers don't sound like robots who read a script. I will help the attendees determine what can be said or not in regard to that by listening to audios and initiating discussions.
    Optional

    Special Interest

    11:00 AM  -  11:45 AM
    Overuse or Abuse of 911/112 Systems
    Telecommunication professionals' decision-making faces further challenges due to increased overuse or abuse of 911/112 systems worldwide. It is the mission of the International Academies of Emergency Dispatch "to advance and support the public safety emergency telecommunication professional and ensure that citizens in need of emergency, health, and social services are matched safely, quickly, and effectively with the most appropriate resource." Emergency dispatchers experiencing difficulties identifying the sole need of social service or support system assistance. Understanding social problem situations differ from explaining medical symptoms, and oftentimes calls for help hide psychosocial backgrounds. Heinz Novosad investigates social phenomenon from various perspectives, which affects the telecommunication professional's daily work. The aim was to design and develop more sustainable solutions and concepts in emergency communication centers based on an interdisciplinary approach that means "Emergency Communication supported by Social Work“ and/or a referral to the profession of social work.
    Optional

    NAVIGATOR+

    12:00 PM  -  12:45 PM
    Why People Die in Fires, Part 3: Wildland Fires
    Massive wildland fires have headlined national news in recent years. These tragedies have been accentuated not only by firefighter deaths but also by the loss of civilian life. This presentation will uncover the elements that contribute to the loss of life in wildland fires to include the psychology of the fire caller and the misinformed public. Most of all, we will discuss what the Emergency Fire Dispatcher can do to help address these life-threatening conditions.
    Speakers:
    Optional

    Technology

    12:00 PM  -  12:45 PM
    Disruptive Technologies
    Disruptive strategies are emerging in multiple areas in emergency services from technology to system design and training. Technology—from wearables, home monitors, and telemedicine to artificial intelligence and drones—is disrupting industries globally. Dispatch centers are no exception. But while leaders are often told that they must “innovate or die,” they are given little useful guidance on how to go about it. Participants will examine how technology is changing the ways dispatchers interact with providers and communities, the impact of these disruptions on the dispatch profession and the downstream effects on operations, communication center design, quality efforts, and training.
    Optional

    Leadership

    12:00 PM  -  12:45 PM
    It’s Time to Get it Right: Case Review and Feedback
    For years, in relation to case review and feedback, we have felt we need to “print off” and deliver a large percentage of the Incident Performance Reports (formally CER) to the individual dispatcher. How many do we share with the dispatchers, how quickly should they be delivered to be effective, and what do we do with them when we are done reviewing these incidents with the dispatchers? Come join the discussion about how we can improve the success and reduce the stress and discontent associated with the important process for feedback and conversations relating to performance.
    Speakers:
    Optional

    Medical

    12:00 PM  -  12:45 PM
    The Dutch Way in AMPDS: Back to the Basics
    Do you know The Netherlands, the Dutch? It’s a small country in Europe, and of course they are using AMPDS/ProQA! But the Dutch are the Dutch and always will do it and find it their own way—the Dutch way. Using AMPDS is just like driving a car. In the beginning you have to take driving lessons and learn driving by following exactly the rules and instructions. It’s necessary to create a solid base. Later on you become more familiar with the concept of driving. You use the principles of driving as second nature and drive the car more easily. Dutch 911 callers want an empathetic dispatcher and are used to telling lots of information to the dispatcher. It’s the Dutch way of calling 911 (112). It is our challenge to create that smooth conversation and include the AMPDS Protocol standards. That seems to be difficult, but we discovered it isn’t.
    Optional

    Police

    12:00 PM  -  12:45 PM
    The Power of Positive Attitudes in Police Call Centers
    Understanding the consequences of a negative attitude in the workplace as well as the benefits of promoting a positive, healthy attitude. We'll look at how a poor attitude can quickly spread through the workplace and recognize the different types of negative attitudes. We will discuss the need to take responsibility for a negative attitude and its consequences and learn how to replace old, ineffective reactions with adaptable, productive responses.
    Optional

    Quality Assurance & ACE

    12:00 PM  -  12:45 PM
    Consistent Performance Assessment
    Paramount performance when handling emergency calls is not enough. Other tasks in the control center are standardized too and need well-structured quality assessment. The "CaseTracker“ as an integrated tool combines different types of performance review to an interactive overall system and provides the basis for Notruf Niederösterreich‘s quality management.
    Optional

    Special Interest

    12:00 PM  -  12:45 PM
    Fitness for the First, First Responder
    It’s no secret dispatchers take care of other people. But how can we take better care of ourselves? Can we practice functional fitness when tied to a desk for 8, 10, 12 hours or more a day? We’re here to tell and SHOW you that you can! Come ready to move and learn how to be healthy while at your desk. Practice the form and execution of various exercises and stretches to improve flexibility and strength. Hear tips and tricks on simple ways to inspire a healthy lifestyle as a dispatcher. We’ll also discuss ways of obtaining accessible exercise equipment like a stability ball and an elliptical for your control room. Join us (a dispatcher/group fitness instructor and a dispatcher/triathlete) in this hands-on class, and let’s get moving!
    Optional

    General Session

    1:00 PM  -  2:30 PM
    Closing Luncheon
    Awards and closing keynote by Linda Larsen. Linda Larsen, BSW, MFA, CPAE, is one of only 232 people worldwide to be inducted into the Speaker Hall of Fame, joining such notables as General Colin Powell, President Ronald Reagan, and Brian Tracy. She has been a featured presenter for over 1,000 conferences and meetings worldwide for groups such as Jaguar Cars, the Kuwait Women’s Leadership Summit, and McDonalds. Linda combines her 20-year experience as a professional actress with her education and training in communications and behavioral sciences to deliver entertaining, memorable, power-packed presentations that help people bring the very best versions of themselves to life and work. Author of the best-selling audio program, 12 Steps to High Self-Esteem, and featured in such publications as Investor’s Business Daily, The Chicago Tribune, and Opportunity World, Linda is also a popular guest co-host on the ABC-7 Florida television show, "The Suncoast View."
    Fee Optional

INTERNATIONAL ACADEMIES OF EMERGENCY DISPATCH®

110 South Regent Street, 8th Floor
Salt Lake City, UT 84111 USA
(800) 960-6236 Toll free (USA)
(801) 359-6916 Phone
(801) 359-0996 Fax
+1 801 359 6916 (International)
Our office hours are 8:00 AM to 5:00 PM (MST) Monday-Friday.