Agenda and Sessions

Session Descriptions

Sunday, March 10, 2019

Active Listening
Roger Martin, Missouri State Highway Patrol

While listening is an integral part of effective public safety communication, many of us do not listen effectively. Hearing what is said is very different from listening to what is said. Listening is a passive process rather than a the energized and active process that effective listening truly is. Active listening focuses attention on the speaker and involves the listener subjugating their own needs, for a while, in deference to those of the speaker. Effective listening requires concentration and a genuine willingness to understand what is being said. During this session, we will discuss considerations and techniques to improve our skills and the pitfalls to active listening.
Communications Center Leadership
Angie Stiefermann, Jefferson City Police Department

Who are the leaders in your organization? Do you immediately think of your supervisors and managers? How about those front like folks who are knowledgeable, even-tempered and set a good example? Those front line leaders are just as important as the supervisory kind. Do you exhibit leadership qualities? You could. Leaders are made, not born, and just because you’re a supervisor, doesn’t make you a leaders. In this two hour session, we’ll discuss how leadership qualities can be developed in everyone, from a junior operator to the seasoned one. From operators with no desire to supervise to those who aspire to supervise, along with current supervisors.
Cyber Security Challenges and Opportunites for NG911
Robert Leonard, Hamilton Telecommunications

Today, there are more threats than ever to networks affecting PSAPs and emergency service providers. The concern of network threats goes beyond a financial concern, and becomes a concern for public safety.
Hear from an industry expert on what you need to be aware of and steps you can take towards cyber security. You will walk away with knowledge to identify common security challenges, risks, and threats impacting 9-1-1 and learn how to develop necessary policies and procedures to mitigate the most severe cyber risks faced by public safety.
Dealing with Difficult Callers
Sarah Newell, Polk County Central Dispatch

This session will talk about all of the different types of callers that we deal with on a daily basis. We will listen to some calls and discuss tips for dealing with these types of callers. This session is for rookies all the way to seasoned dispatchers. Come get on the crazy train with us and explore and learn techniques to take back to your center.
Disability Awareness Training
Kima Burnett, Jasper County Emergency Services (JASCO)

Disability Awareness training helps to both sensitize and educate telecommunicators on how to effectively identify, address, and respond to various disabilities they may encounter in the line of duty. The Missouri Professional Training Partnership is pleased to partner with Niagara University and the Missouri Developmental Disabilities Council to provide this critical training certified for 8-hours of continuing education credit.
Don’t Be a Dinosaur: LMR to LTE Transitions
Terry Burnworth, Pyramid Consulting

With the FirtsNet contract executed and vendors vying for position for LTE subscribers, what’s next? This session will explore the next steps, at a high level, for possible transitional issues of LMR to LTE. Voice will always be the priority, but LTE offers so much to the first responder. The session will be a panel discussion including a consultant, the director of NPSTC LMR-LTE committee, and an engineer. Each of the panel members will provide expertise in future LTE deployment.
Everything You Need to Know About Presenting at the MPSCC
Zachary Dykes, Missouri State Highway Patrol – Troop D

Have you ever been sitting at a conference and thought, “I’d really like to be up there sharing my knowledge, but I just don’t know where to start!” Well, we are here to help you! During this one hour session, members of the MPSCC Education Subcommittee will help prepare you for everything from the application process to what to expect on your big day, and any questions you may have. So if you’ve ever wanted to present at the MPSCC, this session is for you!
How to Modernize and Renovate Your Emergency Communications Center
Jerrod Joggerst, FGM Architects, Inc.
Joshua Mandell, FGM Architects, Inc.
Alan Wells, St. Francois County Joint Communications Center

Ever wonder how to gain more space in your communications center? Ponder the best ways to modernize and replace aging technology in your dispatch? Do you have questions about funding and carrying out a project to renovate and expand your facility? This class will examine the cost-effective, organized and regimented process through which the St. Francois County Joint Communication and EOC Center successfully renovated and expanded its facilities This class is to help inform and educate peer agencies who are considering modernizing and upgrading their buildings.
Inviting Meaningful Feedback
Roger Martin, Missouri State Highway Patrol

Supervisors often lose sight of what’s important for the people they are responsible to. During this session, we will discuss how to engage more effectively to invite feedback about our own performance to help those we supervise be less stressed about feedback. Discuss how to find out what is really wanted or needed from us and how we can help people become better at self-assessment to rate their own performance or attitude honestly. Finally, we will determine the types of opportunities we can facilitate which will help our people to become healthier, happier, and greater in their career and life.
Preparing Your PSAP for Severe Weather
Matthew Grogan, Denise Amber Lee Foundation

Some people have taken meteorology classes, and some people have taken weather spotting classes, but what do either of them do for us INSIDE the 9-1-1 center. 9-1-1 centers have to find and use tools available to them in order to prepare for the worst.
Information provided by the National Weather Service and Storm Prediction Center and how it can prepare you for what is to come.

Public Relations in the 9-1-1 Communications Center
Trista McGrath, Jefferson County 9-1-1 Dispatch

Do you want to get a PR program started at your agency but have no idea where to start? Do you want to implement new ideas into your exiting PR program? Do you want to share your ideas with others? Come hear what Jefferson County 9-1-1 does and brainstorm with other 9-1-1 communication centers!

Monday, March 11, 2019

Keynote Address: Resiliency Through Crisis
Captain Jeremy Lynn, Greene County Sheriff’s Office

This session will go over the psychological and physiological responses to stress. Proper planning and de-escalation practices will be discussed to
aid the student in preparation, success during crisis, and dealing with the effects of a critical incident.
Active Threat
Seargent Aaron Griffin, Missouri State Highway Patrol

The course defines active threat, discusses historical trends in active threats, current and historical responses, and off-duty response
Customer Service in Dispatch
Emily Garcia, Sullivan Police Department

No one calls 9-1-1 when they are having the best day of their life.
As a dispatcher, it can be easy to get lost in the “normalcy” of our chaotic industry. This course provides a back-to-basics approach of providing exceptional customer service in the emergency call processing setting.
Impact of Advanced Communications for Consumers with Disabilities
Stacy Brady, Missouri Assistive Technology

In November 2017, the FCC permitted telephone carriers the opportunity to “fast track” copper line retirement for the purpose of integration of, and use of, advanced communications. While this impact seems relatively small given the types of access to phone service, it has a huge impact for those who rely on text-based telephone service. Missouri’s topography also plays a part in this impact. How do you call 9-1-1 in an emergency but cannot communicate due to the changes in technology? Are smartphones the solution? What are some ways to stay connected in this day and age?
Just A Dispatcher
Jessica Mayfield, Polk County Central Dispatch

In this session, you will learn that you are in fact more than “Just a Dispatcher.”
Severe Weather Communications 200: Collaborating Intelligence to Save Lives
Steve Runnels, National Weather Service – Springfield

As a critical link between the National Weather Service (NWS) and storm spotters, this 200-level course dives into the needs of dispatchers during severe weather by going beyond the traditional NWS products to form effective two-way situational awareness. Discussions will center on communication challenges magnified during severe weather operations in order to promote efficient protocols that maximize understanding while minimizing precious time. Last, as a reality check, an abbreviated look at storm spotting will be presented so that dispatchers may better understand the challenges that storm spotters face to provide lifesaving information to our citizens caught in the path of the unthinkable.
Social Media Deployments in the PSAP: Real World Examples
Terry Burnworth & Amanda Matlock, Pyramid Consulting

This session will focus, at a high level, on the outgoing use of social media channels by the PSAP. The PSAP is going through changes at a rate that has never been seen before in modern times. The concept of a PSAP utilizing social media channels to support the ongoing operations of the organization is a subject that has had very little published materials. Outgoing subject matter deployed through the various social media channels can be a tool for the PSAP to communicate to the public. Amended SOP’s to include the deployment of social media as a communication tool.
Tail Wagging the Dog: Public Safety Communications System Procurement Methods
Terry Burnworth, Pyramid Consulting

In the past, an agency typically chooses a vendor to provide a product or service related to public safety. With the advent of P25, PSBN’s, and NG9-1-1 systems, the market has opened up to multiple vendors with similar and differing equipment and services. This has allowed for more competition and better pricing for the public safety agencies. It is also important to know the differences between various vendors and products. This session will provide three approaches to public safety equipment procurement and the pros and cons of each approach.
The Importance of Consistent HR Policies, Procedures and Practices
Heather Lynch, Connell Insurance

Is your current employee manual from 10 years ago and something your employees shove in the back of their desk drawer? In this session, you will learn why it is important for your employee manual to be current and reflective of your actual business practices. We will also discuss the most important policies to include in your handbook and resources to assist with developing them.

Tuesday, March 12, 2019

Call-Taking to Intelligence Gathering
Angie Stiefermann, Jefferson City Police Department

Do you recognize what information you could be gathering to assist your responders and the benefits of timely relaying this information could be? A seemingly small piece of information could save a life or lead to the arrest of a dangerous suspect. We’ll explore simple ways an operator can play a bigger role in intelligence gathering and relaying. 
Critical Incident Stress: Coping with Stress as a Telecommunicator
Keith Bachman, Springfield-Greene County 9-1-1

Telecommunicators experience heightened levels of stress on a daily basis and suffer from post-traumatic stress disorder at rates similar to law enforcement, fire, and EMS agencies. Critical incidents increase stress exponentially and could lead to prolonged bouts of stress (PTSD). The sustained stress has both a physiological and psychological effect on the mind and body. This session is designed to explore how stress affects the mind and body of telecommunicators and ways can mitigate its effects.
Domestic Violence: Why Doesn’t She Just Leave?
Anjanette George, Missouri State Highway Patrol – Troop G

This course will provide an overview of reasons why domestic violence abuse victims remain in volatile relationships.
Faceless First Responders: The Marshall County School Shooting
Ladonna Coriell, Marshall County, Kentucky E9-1-1

On January 23, 2018 at 0757, shots rang out at Marshall County High School in Benton, Ky. At Marshall County E911, these words were heard, “Central, we have a shooter”. The two dispatchers and their director looked at each other praying that it was a drill, but knowing that it wasn’t. This is the story of those events from the perspective of the E911 Director about what went right, what went wrong and what has changed since that time. This community will be forever changed, but will always be #MarshallStrong.
Hope in the Midst of Chaos
Matthew Grogan, Denise Amber Lee Foundation

The great unknown in every 9-1-1 center are the actual calls themselves. We cannot predict or control what or who needs help. What we can control is what we do before, and what we do after we receive that call. Using direct experience from the October 1, 2017 Route 91 Festival shooting in Las Vegas, we discuss how focusing on the little things before the call, address verification, calming techniques, and teamwork can help us be better prepared. Then we will focus on what to do with the emotional aftermath and how to recover.
Incident Call Routing, Now with NextGen911
Michael Salonish, DataTech911

A review of current available methods for incident call routing followed by an overview of NextGen9-1-1 call routing options, requirements and capabilities. A synopsis of how current available IP-based services for incident call routing will support migration to NextGen9-1-1.
Leadership: Taking It to the Next Level
Cheryl Konarski, Dade County Emergency Services
Mike Phillips, Barry County Emergency Services E9-1-1
Sonny Saxton, Mercy
Stacey Smith, Rolla Police Department

So you want to be a leader? APCO, NENA and IAED have some excellent leadership courses designed to help you build your skill set as you take on the next chapter of your career. This round table course will discuss these programs in depth and will answer your questions. All of the instructors have graduated from leadership programs and will share their experiences and help guide you as you move forward.
Missouri Interoperability Center Update
Bryan Courtney
, Missouri Department of Public Safety

Presentation will be delivered by the Missouri Interoperability Center Director and will provide an update on MIC support of the MO 9-1-1 Service Board, NHTSA 9-1-1 Grant activities and 2019 interoperable communications training and technical assistance including Incident Tactical Dispatcher Training, COML/T and COMMEX. Additionally, the presentation will provide a MOSWIN infrastructure update.
Peer Support Program for Telecommunicators
Pam Opoka, Mid-America Regional Council
Jamie Taylor, Lee’s Summit Police Department

Learn how the Mid-America Regional Council’s (MARC) roving 9-1-1 Telecommunicator Peer Support Team model, for their 44 PSAPs and 703 telecommunicators, has been successful and received national-level attention, to include their feature in NENA’s The Call magazine in January 2019.
PSAP Performance Metrics: How Does Your PSAP Measure Up?
Bob Ferrell
, NICE Public Safety

We’ve all heard the saying “You can’t manage what you can’t measure.” This especially rings true in 9-1-1, where seconds can mean the difference between life and death. All 9-1-1 centers have performance targets – but how do you know if you’re measuring the right things? And is there an easier way to track metrics than spending countless hours manually compiling spreadsheets and data? In this session, we’ll share best practices on the ‘what, why and how’ of creating and measuring PSAP KPI’s and reveal results from the recent PSAP Performance Metrics bench-marking survey.
The Emergency Checklist
Emily Garcia
, Sullivan Police Department

The Emergency Checklist is a simple checklist of questions that can be asked during call processing to determine the call type and dispatch priority of every call. The checklist helps call-takers take control of the call with confidence, organize call notes effectively, and help paint a picture of what the caller is reporting.
Thousands of PSAPs are Receiving Lifesaving Location and Data: Is Yours?
Nate Vogel
, RapidSOS

PSAPs have been promised major improvements with 9-1-1 calls. This session looks at how a PSAP can utilize supplemental device location and additional data from a LIS/ADR. We will discuss Android Emergency Location Services and Apple Hybridized Emergency Location as well as analyze real life case studies when locations and additional data have been used to locate callers when traditional means were not successful.

Wednesday, March 13, 2019

Chemical Suicide: Information for Emergency Responders
Mark Jenkins, Missouri Emergency Response Commission

Missouri Emergency Response Commission (MERC) developed this Chemical Suicide: Information for Emergency Responders class. Chemical Suicides have taken place in Missouri and continue to grow in numbers across the United States. This method of suicide has grown rapidly in Japan since 2007 and experts agree that it will continue to grow here in the U.S. over the next several years. This form of suicide creates some very dangerous hazards for the emergency responder due to the highly toxic gasses that are created. This 3.5 hour classroom course will provide background on the history of Chemical Suicide in Japan and the US. It will provide a detailed look at the chemicals most commonly used during Chemical Suicide, their effect on the victim, and precautions the responder should take to protect themselves during the response. This course will also provide several case studies of Chemical Suicides within the United States. And finally, we will discuss basic emergency response practices that you as a responder should take into consideration when faced with a Chemical Suicide. This course is POST approved with 3.5 hours of Technical Studies CEUs and BEMS elective CEUs. This course also provides CEUs for recertification in Division of Fire Safety Instructor, Inspector, and Investigator certifications. Due to the subject matter of this course, we suggest that participants are 18 years or older. This course does not meet Division of Fire Safety certification requirements.
CTO Refresher
Angie Stiefermann
, Jefferson City Police Department

CTOs spend so much time delivering information to the trainee they may not recognize that they doo need to have their own education tanks refilled. Even if you’re only contemplating becoming a CTO, come join other CTO’s in this refresher trainer and open discussion to get a fresh perspective to take back to your agency and next trainee.
Dispatch Survival: We Didn’t Choose Shift Work, Shift Work Chose U
Rachel Irey
, Jefferson City Police Department

We didn’t choose the shift work, the shift work chose us! Stress is inevitable in the world of dispatch, and can be the root of many health problems. This course will highlight the correlation between shift work and sleep disorders, poor eating habits, stress and weight gain. It’s not all negative though! I will help identify problem areas, but will also lend ideas on how to deal with them in order to have a healthier career in public safety communications.
Force De-Escalation: It Starts with Call-Taking
Roger Martin
, Missouri State Highway Patrol

Many high-profile use of force incidents have started a national conversation about the need for greater force de-escalation training. Preemptive Force De-Escalation is a process that combines effective communication with the use of physical tactics to resolve a variety of situations to slow a situation, bring calm, contain subjects, and to neutralize aggressive actions. Telecommunicators play a key role during the call-taking phase to gather and then dispatch essential elements of information so responders can prepare and attain the right mindset for the situation they are walking into.
Help! My Workplace is Toxic
Roger Martin
, Missouri State Highway Patrol

What can I do if I am working in a toxic environment? We’re not talking asbestos! We’re talking bullies, toxic bosses, or gossipers on the grapevine talking trash. Do you feel like you have to keep your head down or someone will chop it off? Does your center suffer from a clique mentality that makes you feel like you’re on the outside or keeps you constantly pulling the knife out of your back? During this workshop, we will define and identify bully behavior. We will discuss coping within the toxic atmosphere from an individual, supervisor, and management perspective.
Locating Callers Using Mobile Applications
Zachary Dykes
, Missouri State Highway Patrol – Troop D

Have you ever had the need to use something other than the ALI provided by 9-1-1 to locate the caller? Maybe they called in on the non-emergency/administrative line. Maybe you were unable to get phase two location before they disconnected or the call dropped and you had to call them back. If so, this class is for you! During this one hour block, we will learn how to talk the caller through locating their GPS coordinates using native Android and iOS mobile applications. Bring your phones and be prepared to apply the skills your learn in this session!
PTSD, Burnout & Telecommunicators
Andrea Khan
, Kansas City Police Department

This course presents information on Post Traumatic Stress Disorder (PTSD) and Burnout in the Emergency Communications Center. Telecommunicators and supervisors will learn to identify the unique signs, symptoms, and stressors of PTSD and burnout in the workplace. We will also discuss the various resources available to Telecommunicators, the public’s perception, and the stigma associated with PTSD and burnout.
Suicide Calls
Kima Burnett
, Jasper County Emergency Services (JASCO)

This course is an overview of suicide statistics, review of calls often encountered by telecommunicators, methods of handling such calls, and an opportunity to reflect on how suicide calls affect our mental stability.