2020 Conference Speakers

We are excited to announce our
Fall 2020 Speaker Lineup!





Keynote Speaker

Tim Eggebraten

Keynote Speaker

Tim Eggebraaten has been a police officer since 1992 and had many different roles during his career with the Detroit Lakes, MN Police Department – DARE Instructor, Patrol Sergeant, Investigative Sergeant, K-9 Handler, and Chief of Police from 2011 – 2016. Tim retired from the DLPD in November 2016 after 24 ½ years in law enforcement and 3 years as a correctional officer in Clay County, MN. Tim and his wife, Denise, have three sons and make their home in Detroit Lakes.

Like everybody else, Tim faces the challenges of balancing family life with the rigors of the career and trying to keep himself physically, mentally, and spiritually healthy. The emotional roller coaster of police work started to catch up with Tim during his tenure as Chief of Police and it reached a critical point when one of his best friends and partners took his own life on May 13th, 2012.

Tim began talking about his own career path and leadership journey in 2016 and found that talking with others about personal and emotional topics really helped in his own healing process and learned that others can benefit from knowing that they are not alone in their own journey.


Tim will talk (and sing) with you about keeping the harmony in our lives and finding that balance so that we can truly be successful in all aspects of our lives. Tim has spent many years performing as a one-man-band and will use the power of music during his presentation to inspire and move your audience.

Session Speakers

James Almond

Nebraska Public Safety Commission

A telecommunicator for six years in Western Colorado before moving to Lincoln to take a position with the State helping implement Next Generation 9-1-1 and the standards for which it will be delivered.


Adapted from Dr. Carl Rogers work in psychotherapy, this session will discuss five key conditions which when present can improve the training experience for new hires and training officers.

This session will discuss the approach taken to implementing Next Generation 9-1-1 in Nebraska. Namely through forming regions who share the cost of certain equipment and connections. We will discuss challenges, and lessons learned.

Christopher Boyer

Polk County 9-1-1

I have been a Telecommunicator for 7 years. Been employed with Polk Co 911 for the last 2 years and Dallas Co 911 for 5 years prior. I have trained others with both agencies. I recently obtained my Public Safety Communications Instructor Certification from the Missouri Professional Training Partnership. I am also the Asst. Chief of the Pittsburg Vol Fire Department in Hickory Co with who I have served with since 2012. I have coordinated trainings that often involved multiple agency participation. I am also certified as an EMD, EFD, and EPD.


To help dispatchers gain a better understanding of what is going on on the other side of the radio at a fire scene. Dispatchers will hopefully gain an understanding and reasoning with requests that are being made.

Terry Burnworth

Pyramid Consulting

Terry is an architect and owner of Pyramid Consulting. Terry has been involved in hundreds of control center-PSAP consolidations and procurements. He has presented at APCO international, APCO Canada, various State APCO’s, and IWCE on public safety communication (PSC) procurement methodologies. Before starting his own AE + Consulting firm, Terry was an instructor and professor at two universities. Terry has a BS in psychology, BArch, and MS. In his limited spare time, Terry owns a farm that has become a zoo with over sixty assorted and unique animals.


Public safety dispatching is in the midst of a paradigm shift on a national level – from blind telecommunicators listening to voice-only, to importing text, data-centric systems, and 5G technology live-streaming information into the center from various nodes. Additionally, social media platforms will require training, including active-scene information. Dispatchers know it’s no longer about just answering a phone – new technology, training, and information systems are forcing a paradigm shift in the profession. Centers will need to prepare for this continuing fundamental change in the basic and exploratory practices of the dispatching discipline.

This session is about the design and engineering required for a sustainable PSAP. Most published materials concerned with sustainable PSAP’s are focused around the technology, routing, call-taking, and deployment of resources. This session will cover the “bricks-and-mortar” issues for a sustainable facility; location, survivability, hardened concepts, electrical, HVAC, lighting, layouts, workflows, sustainability, adaptability, cost issues, procurements, and project scheduling. There will be a checklist for review of existing facilities as well as criteria for new facility development. The session will review real-world PSAP designs. This is a 2-hour session due to the complexity of the materials involved.

Tina L. Chaffin

Training 9-1-1 Heroes

Tina has been a 9-1-1 Telecommunicator for over 23 years. She is a full-time contract trainer, and part-time Police/Fire Telecommunicator. Tina creates and teaches course curriculum specifically for 9-1-1 Telecommunicators using her many years of frontline experience. Tina is passionate about 9-1-1 training and public education.


In 2018 Austin, Texas was rocked by a series of exploding bombs. Not knowing when or where the next bomb would explode, residents were on edge. This session will show a timeline of events, the types of calls received in the 9-1-1 center, the response, and how to process these types of calls.

In the last few years, there have been at least three terrorist active assailant incidents in the US. Terrorist active shooter incidents are likely to have more fatalities, the potential for large explosives, and suspects willing to engage with responders. This session will help the Telecommunicator recognize a potential terrorist active assailant.

Dru Clarke

Fairfax County Department of Public Safety

Dru Clarke started as a telecommunicator with Fairfax County in 2013. Today, he is a certified calltaker, police and fire dispatcher, CTO, DCJS instructor, EMDi, quality assurance specialist, and currently a communications Supervisor. Dru has a passion for the people, and through his instructorships he creates impactful continuous educational seminars that inspire lasting change. He is proactive and personable, with an expertise in public speaking and workplace motivation. He creates, coordinates, and implements new ideas and trainings seamlessly into the workplace. With his keen eye for detail, he transforms missions and goals into action.


Whether you are a frontline communicator, CTO, supervisor, command staff or beyond, your ability to provide effective feedback is crucial to organizational development, but who teaches you how to provide effective feedback?

This workshop dives deep into what is feedback, when to provide it, and how to provide it effectively. You will be introduced to 4 different feedback tools for your toolkit and an opportunity to use each during interactive exercises.

Leadership is less about position and more about relations.  This seminar explores the leadership potential and action that each individual can bring to their workplace.  The Spirit of Leadership entails the characteristics and mindset of a true leader as well as resolves some common leadership myths. Unlocking the Leader Within, is a call to action, to move from motivation to momentum.   

Coty Cooper

Mission Critical Partners, LLC

Coty has extensive 9-1-1 and land mobile radio telecommunication industry expertise and is an expert in 9-1-1 and NextGen Standards for PSAPs. He has a strong understanding of industry of processes.


With a case study presentation of the renovation of St. Francois / Ste. Genevieve Counties Consolidated Dispatch as a backdrop, the presenters will conduct a panel discussion of tips and tricks to start and run a dispatch renovation or replacement project in a successful manner.

Bryan Courtney

Missouri Department of Public Safety, Missouri Interoperability Center

Bryan Courtney, Director of the Missouri Department of Public Safety, MO Interoperability Center. MIC is home to the Missouri Statewide Interoperability Network and also provides support for the NHSTA Next Generation 9-1-1 Grant and the 9-1-1 Service Board. Director Courtney also serves and the State Point of Contact (SPOC) to FirstNet Authority and as the Statewide Interoperability Coordinator (SWIC). Director Courtney joined MO DPS in May 2012. Education: Master of Criminal Justice, Washburn University, Topeka, KS. B.S. Criminal Justice Missouri Western State University, St. Joseph, MO


The Missouri Statewide Interoperability Network Update will cover a MOSWIN Infastructure update of new sites projected for FY20/21, Statewide Interoperability Coordinator (SWIC) activities, information on training and technical assistance, information on Incident Tactical Dispatcher courses, Missouri SCIP and Regional TICP development planning, DPS sponsored communications vehicle rodeo/functional exercise planning, encryption SOP development, radio interoperability guidelines and more.

Susan Cunningham

Spatial Data Research, Inc.

Susan holds a BA, a BJ and an MA from the University of Missouri, Columbia. She is an owner and the president of Spatial Data Research, Inc., of Lawrence, KS and is based in the St Louis area. Susan has been a key leader at SDR since 1993 and has helped move her company and her clients through E9-1-1, Wireless 9-1-1 and now NG9-1-1 advancements and implementations.


An introduction to the hows and whys behind the Missouri-adopted NENA NG9-1-1 data model. What are unique IDs and why are they needed? How are user and change dates used and why are they needed? How do you deal with 9-1-1 applications that use GIS data that won’t yet accept the new data model? What parts of the data model influence geospatial routing?

Randall Duncan

Pipeline Association of Missouri

Duncan was a Local Government Emergency Manager for nearly 30 years. He was involved with more than a dozen Presidential declarations at the local and national levels, including 9/11/2001. He joined Paradigm as an instructor in 2009. He provides administrative and logistic support to the Director of Training and oversees the development of Continuing Education Unit opportunities for Paradigm’s programs across the country. Randy has completed the Train-the-Trainer certification for Pipeline Emergencies through the National Association of State Fire Marshall’s (NASFM), and holds a Master’s Degree in Public Affairs and a Bachelor’s Degree in Political Science.


On behalf of the Pipeline Association of Missouri (PAM), this session will provide all PSAPs in the State of Missouri the knowledge needed to effectively dispatch field personnel to a hazardous liquid or natural gas pipeline emergency by providing resources to identify what products exist in each county/jurisdiction. Further, this program will provide recommended practices for PSAPs using the NENA Operation Standard/Model.

Zachary Dykes

Missouri State Highway Patrol - Troop D

Zachary Dykes is a Communications Operator with the Missouri State Highway Patrol and is currently assigned to Troop D in Springfield. Zach served has also served the Patrol for just under five years in Northwest Missouri. Prior to working for the Patrol, Zach was a 9-1-1 Dispatcher for a small county in Southwest Missouri for approximately four years. In addition to his daily duties, Zach is a training instructor with the Missouri Professional Training Partnership, the Secretary of the Missouri Chapter of APCO, and serves on several APCO committees, both on the State and National level.


“Dispatch, can you find me the phone number for Jason Doe?”… “Dispatch, I.D. this pill for me”… Dispatch, what is this VIN on?” These are things that we commonly hear while working the console, but sometimes, we don’t have the database our officers think we do… or do we? During this one hour session, we will explore the magical universe known as the internet and find that some of the information we are searching for is available to us for free!

Coffee talk/round table discussion of current topics of concern for telecommunicators.

Tracy Eldridge


Tracy serves as the Community Engagement Manager at RapidSOS. She has worked in Public Safety for 23 years, beginning in 1997 as a 9-1-1 dispatcher. She became the Chief Dispatcher in Rochester, MA in 2003. Tracy also serves as a Rochester firefighter/EMT. Since 2006, she has been educating telecommunicators, EMTs and firefighters around the country. In 2013, Tracy joined The Public Safety Group to teach telecommunicators skills that assist them in their duties and how to take better care of themselves. Tracy has also been recognized nationally for bringing awareness to PTSD through conference training sessions, webinars and keynotes.


Over the past year, thousands of ECCs nationwide have begun taking advantage of more accurate caller location and additional data during 9-1-1 calls. By receiving real-time information from connected devices and medical databases, ECCs have the opportunity to provide data-driven, personalized emergency response. This session will share how public safety leaders across the country are approaching life-saving data sources beyond caller location and how ECC managers, supervisors and telecommunicators can utilize data from Apple, Google, Uber, and MedicAlert to enhance emergency response. 9-1-1 professionals will leave with a clearer understanding of how to receive, train and utilize this life-saving data.

Post-traumatic stress affects everyone in the public safety circle, including telecommunicators, in some form or another. By looking at where post-traumatic stress starts and where it has the potential to end. After having to leave the job she loved; the 9-1-1 Communication Center after 20 years, your instructor will take you on her personal journey from the depths of darkness to a place of peace. In addition, this presentation will look at a PTSD timeline that includes the events leading up to PTSD, warning signs, diagnosis, ways to get help and, most importantly, how to have it but not let it have you!

Bob Farrell

NICE Public Safety

Bob is entering his ninth year with Voice Products, which has benefited greatly from Bob’s abundant experience in management, customer service and 911/public safety. Bob has consulted with 911 centers in Missouri, Iowa, and Nebraska to implement solutions to satisfy their communications recording and quality assurance requirements. He has a wealth of experience and knowledge related to 911 center technologies and public safety trends. Bob has a Bachelor of Science degree from the School of Technology at Purdue University.


As a 9-1-1 center leader, you have one of the toughest jobs on the planet. Problems can come at you from every direction: funding, staffing, inconsistent performance, technology, community pressures. Furthermore, running a fine-tuned 9-1-1 center can be really hard when you don’t even have timely metrics to tell you where you stand today. In this educational session, we’ll provide advice and insights to help you get ahead of these challenges before they get ahead of you.

Halcyon Frank

The Dispatch Lab

Halcyon is the co-founder of Impact Dispatch and founder of The Dispatch Lab. She is a full-time dispatcher for a county agency and has experience with training and the development of training curricula at her previous agency and in the private sector. Halcyon leads the development of the online training programs and the presentation of on-site trainings. She enjoys being able to combine her loves of dispatching and teaching, while being fueled by coffee.


How do we encourage someone?  Often we think of positive words or messages of support.  However, there are many more ways we can encourage those we work with. This session explores traditional and non-traditional support methods that can help you encourage your coworkers in the center.

Although our side of the radio is often made up of mostly women, the other side of the radio is often a man’s world. This session will explore how we can navigate the dynamic this creates, help build confidence for ourselves, and approaching the struggles we face as women in the workforce. 

Kris Inman

Springfield-Greene County 9-1-1

Kris is entering his 26th year with Springfield-Greene County 9-1-1 where he serves as the Director. He is also an adjunct professor of Communication & First Year Foundations at Missouri State University. Kris holds an MA in Communication and a BS in Electronic Media from MSU. Certifications include: ENP, Classroom Instructor, Master Advisor, CALEA Accreditation Manager and City Ambassador. In 2014, Kris was awarded the "George Major Trainer of the Year" at the MOAPCO Fall Conference. Before 9-1-1, Kris spent 4 years in commercial radio; His wife Mariah is an RN for the Springfield-Greene County Health Department.


Being sensitive to the needs of trainees is vital – but it seems to get progressively more difficult the longer you serve as a trainer. A mix of cynicism, frustration and impatience can act a lethal mix, transforming the most empathetic among us into unrecognizable beasts which roam the center, feeding on newbies. Sound familiar? In this class, we’ll cage the monster and slip into our sneakers for a trip back to the neighborhood from whence we came to discover the caring and effective trainer inside each of us.

When a supervisor has to pull a subordinate aside to discuss matters of discipline, anger and dissatisfaction are often the result. But there ARE those for whom this process is a smooth and uneventful one. Why? What do some do well that others do not? Is there something anyone can do that can lessen the damage this important discussion often inflicts? Can the supervisor or trainer better quip themselves for success before the discussion ever begins? In this class, we’ll tackle those questions head-on to discover what makes for a successful discussion of discipline for supervisor and subordinate alike. 

Jerrod Joggerst

FGM Architects

With a case study presentation of the renovation of St. Francois / Ste. Genevieve Counties Consolidated Dispatch as a backdrop, the presenters will conduct a panel discussion of tips and tricks to start and run a dispatch renovation or replacement project in a successful manner.

Stephen Johnson

Stratford Public Safety Communications

Stephen James Johnson is a professional in public safety communications, emergency medical services, community corrections and private security. Stephen is a certified Communications Center Manager and serves as the Public Safety Dispatch Supervisor for the Town of Stratford, Connecticut. Stephen is a Lieutenant EMT, an EMS-Instructor, and is appointed to the Connecticut EMS Advisory Board. An ordained pastor, he serves several agencies as chaplain, and is trained in critical incident stress. A pioneer in his region for embedded chaplaincy, he is Vice-Chair of the Connecticut Corps. of Fire Chaplains. Stephen holds two Bachelor degrees and one Master's degree.


One of the most challenging aspects for dispatch leaders, including supervisors and quality assurance personnel, is an employee’s resistance to change.  How do we help the employee who says, “That’s the way we’ve always done it,” understand the urgency of professional growth and protocol compliance?  Motivational Interviewing is a therapeutic method that helps individuals move away from uncertainty and find internal motivation to make positive changes and accomplish agreed-upon goals. Motivational Interviewing
translates well to the communications center; come learn how to collaboratively coach employees to embrace change and accomplish agency goals, all while maintaining their autonomy.

Conversations about multi-generational workplaces often highlight the negative stereotypes of each generation.  Millennials are accused of eating too many avocados and expecting participation trophies while emerging Gen Z throws stones at Baby Boomers with phrases like, “Ok, Boomer.” The generational divide is only growing, leaving most generations feeling misunderstood and judged. Light-hearted yet educational, this session will highlight the strengths of each generation, grants insights as to where we come apart so we can better come together, and how we can effectively master teamwork across multiple generations to achieve organizational success and increase customer service.

Our industry recognizes the profound impact of work related stress on our lives, but if we are going to thrive in our careers, we need to move beyond awareness and take active steps to prepare our emotional backpack for the journey ahead. This course reveals the factors that make us vulnerable to cumulative and critical incident stress, provides us with tools and practical steps to survive the demands of our profession, and empowers us to experience more joy both on and off the clock. 

Matt Knight

Spatial Data Research, Inc.

Matthew is the Vice President of SDR, Inc. and focuses on assisting PSAP agencies with preparing their GIS/Mapping data for necessary improvements for NG9-1-1 and other facets of 9-1-1. Matt previously worked at a large national Telecommunications carrier where he provided technology strategy for Public Safety agencies across the country. He serves as the Commercial Advisor for both MoNENA and MoAPCO Board, and is the Commercial Advisor for the MPSCC Conference Committee, and serves on the Technical 9-1-1 Committee for both Missouri and Oklahoma.


Our industry recognizes the profound impact of work related stress on our lives, but if we are going to thrive in our careers, we need to move beyond awareness and take active steps to prepare our emotional backpack for the journey ahead. This course reveals the factors that make us vulnerable to cumulative and critical incident stress, provides us with tools and practical steps to survive the demands of our profession, and empowers us to experience more joy both on and off the clock. 

Cheryl Konarski

Joplin Police Department Emergency Communications Center

Cheryl Konarski is a 30+ year veteran of public safety, currently serving as the communications manager for the Joplin Police Department Emergency Communications Center. Cheryl is the chair of the APCO Editorial Committee and has served on APCO PDEC and Historical Committees, and is the treasurer of the Missouri Chapter of APCO. She is a graduate of APCO CPE Class 3, and a recent graduate of the APCO RPL program, and NENA CMCP course. She presents throughout the State of Missouri, and has also presented at APCO WRC and APCO 2017, 2018 and 2019. She and her husband Ski live in Southwest Missouri. They have one son, Alexander, who served his country in the United States Marine Corps (oorah!) and currently works and lives in Southwest Missouri.


Coffee talk/round table discussion of current topics of concern for managers and directors.

Rich Kwiatkowski

SSC Engineering, Inc.

Rich has worked on PSAPs and EOCs for over 20 years on more than 30 ICC-500 and FEMA 361 hardened structures. He is an expert in design for Essential Facilities Criteria and is the Structural Designer and Engineer of Record - St. Francois County, St. Charles County


With a case study presentation of the renovation of St. Francois / Ste. Genevieve Counties Consolidated Dispatch as a backdrop, the presenters will conduct a panel discussion of tips and tricks to start and run a dispatch renovation or replacement project in a successful manner.

Casey Lawrence

Missouri Attorney General's Office

In 2017 Casey Lawrence was made the Director of Sunshine Law Compliance and Records Management for the Missouri Attorney General’s Office. Ms. Lawrence also served as the office’s Sunshine Law Coordinator from 2013-2017. She also worked for the Missouri Secretary of State’s Office as a State Records Analyst from 2009-2013, where she received Intergovernmental Preparedness for Essential Records (IPER) training in 2012. She graduated from UCM in 2007 with a bachelor’s degree in history and political science, and from MU in 2016 with a MPA. Recently she was elected to her local ARMA board as a board member at large.


The Missouri Attorney General’s Office reviews complaints submitted by members of the public regarding the Missouri Sunshine Law. This presentation will address the most common issues that our office receives. We will provide statutory information and best practices for increasing transparency and helping to agencies avoid these types of issues.   

Tim Lorello

SecuLore Solutions

Tim Lorello is President & CEO of SecuLore Solutions, a cybersecurity firm focused on public safety. He spent 21 years at TeleCommunication Systems and 11 years at AT&T Bell Labs. As CMO at TCS, he pioneered 911 initiatives for wireless, VoIP and NG911. He frequently speaks at APCO, NENA, IWCE & FCC. He holds 20 patents, a MSEE and a BA in physics.


News reports are full of stories in which hackers have attacked public safety agencies – such as 9-1-1 Centers, Police Departments, Sheriff Offices, Fire Departments and others. They have caused serious disruption to our ability to respond to a 9-1-1 caller’s plea for help. Based upon the cybersecurity monitoring of hundreds of public safety networks, these two cybersecurity experts have amassed many examples of how hackers can and are attacking 9-1-1. Attend this session to discover the top 5 public safety cyber vulnerabilities and how to protect yourselves from the mischief they bring.

When a crisis occurs, people look to leadership to know what to do. A cybersecurity breach is no different. Having the proper foundation of cybersecurity training, policies, and plans can make all the difference when a hacker strikes. If an Emergency Communications Center is properly prepared, an attack which may have escalated to crippling ransomware, could be a minor cyber-incident with no down time. Attend this session to learn which cyber defense and incident response strategies two 9-1-1 cybersecurity experts recommend for public safety. Dive into the latest cyberattacks statistics and discover the impact leadership can have on ECC cybersecurity.

Joshua N. Mandell

FGM Architects

Principal and Architect with FGM Architects St. Louis office, responsible for municipal projects in Missouri and Southern Illinois. 20+ years of public safety design, assessment, and master planning experience.


With a case study presentation of the renovation of St. Francois / Ste. Genevieve Counties Consolidated Dispatch as a backdrop, the presenters will conduct a panel discussion of tips and tricks to start and run a dispatch renovation or replacement project in a successful manner.

A review of the ways in which design, details, material selection and palette, furnishings, accessories, lighting, acoustics and the built environment can contribute to stress reduction and resiliency in the staff of your agency.

Roger Martin

Missouri State Highway Patrol - General Headquarters

Roger was appointed to the Highway Patrol on February 1, 2001 following a 20-year career in the United States Air Force. He first worked at Troop E Poplar Bluff and in 2008 was promoted to Communications Training Coordinator at General Headquarters. Roger is active in local community theatre and is the Missouri APCO Executive Council Representative. He is also a Group Leader for APCO International Committees. He and his wife, DeAnn, share four sons, one dauther-in-law, and two gorgeous granddaughters. You can find the Martins singing karaoke almost any night.


In today’s public safety recruiting environment, the agency that trains in the most efficient manner possible will normally be the most effective at retaining quality employees. With emphasis on process, performance, and employee motivation as the keys to success for a telecommunicator, there is no denying that learning has become of the utmost importance in our centers. The passive classroom and training approaches employed for the past generation of telecommunicators are obsolete. A preferred approach for all generations of employees should now be based on active training or active learning methods.

Employee development is a joint, on-going effort on the part of an employee and their employer to upgrade the employee’s knowledge, skills, and abilities for improved performance and for career success. Successful employee development requires a balance between an individual’s career goals and the agency or organization’s need to get work done. During this session we will discuss how leaders can create a development program and why it is so important for performance improvement and retaining a highly skilled workforce.

Coffee talk/round table discussion of current topics of concern for trainers. This will also serve as a Missouri Partnership Meeting.

Stephen McLane

Missouri Department of Natural Resources

Stephen McLane is an Environmental Scientist with the Missouri Department of Natural Resources. He currently is a member of the Environmental Emergency response section in this position he responds to hazardous materials releases and other environmental disasters. Stephen has also served with the Boone County Fire Protection District since 1990. He is currently serving as a Captain/Emergency Medical Technician. He is also an Adjunct Faculty member with the University of Missouri Fire Rescue Training Institute and a contract instructor for the National Fire Academy. He completed his Associate in Science, Fire Service Administration degree from Columbia College.


In this session, we will review the (hopefully 2020) edition of the DOT ERG using real hazardous materials releases from around the State of Missouri. We will identify safe evacuation distances, PPE recommendation and basic hazard recognition.  

In this session, you will learn what is hazardous material under Missouri Law. What are the reporting requirements under the law and what resources the Missouri Department of Natural Resources can bring to help the emergency response community.  

Deborah McMahon

Crisis Hostage Negotiation and Peer Support Programs for CSM LLC.

Ms. McMahon serves as a senior instructor and curriculum developer for Crisis Hostage Negotiation and Peer Support Programs for CSM LLC. Ms. McMahon retired as a Special Agent of the U.S. Army Criminal Investigation Division. In a variety of environments, Ms. McMahon has served as a member of a crisis response team, and has negotiated numerous hostage, barricaded subjects and potential suicide incidents. Ms. McMahon has authored Crisis Response Plans, has planned, executed and supervised major crisis response training events, and has published numerous professional articles on a variety of law enforcement topics, including crisis negotiation and crisis negotiation training.


This enlightening presentation helps those involved in crisis intervention understand the components of emotional intelligence and how each impacts the ability to connect with those in crisis. Attendees will learn specific techniques for sharpening their emotional skills as it relates to crisis intervention. Techniques will address how to manage your own emotions and recognize and understand other people’s emotions. As an essential component of emotional fitness, we will also address the importance of the positive ‘collective mood’ of a team and its impact on the person in crisis, colleagues and the overall mitigation effort.

Persons involved in an emotional or psychological crisis often present emergency dispatchers with some of the most complex incidents to resolve. Attendees will gain a fundamental understanding of emotional or psychological issues of those in crisis as well as specific communication techniques.

Monica Million

President, National Emergency Number Association

Monica Million has been in the 9-1-1 industry for 18 years. She began her career as a 9-1-1 Telecommunicator, worked her way into the CTO, Supervisor and ultimately the Operations Manager of the Grand Junction Regional Communication Center. She holds the Emergency Number Professional Certification and has a BA from California State University, Long Beach. She currently is serving as President of the National Emergency Number Association. She has made many regional, state and national presentations.


During this session the group will discuss the 5 traits of good leaders.

Dawn Moore

Missouri State Highway Patrol - Troop E

Dawn has been a Communications Operator for 22 years. She is currently the Chief Operator of Communications at the Missouri State Highway Patrol - Troop E in Poplar Bluff. She routinely provides training to Patrol personnel and other agencies in the Southeast region of our state. She has also taught at the state and national level. Dawn is POST-certified and has taught a variety of courses including Missouri CJIS Databases/NLETS/NCIC, Public Safety Telecommunicator I, and numerous continuing education courses. In her off-time Dawn can be found relaxing on the beautiful Current River with her family.


In today’s public safety recruiting environment, the agency that trains in the most efficient manner possible will normally be the most effective at retaining quality employees. With emphasis on process, performance, and employee motivation as the keys to success for a telecommunicator, there is no denying that learning has become of the utmost importance in our centers. The passive classroom and training approaches employed for the past generation of telecommunicators are obsolete. A preferred approach for all generations of employees should now be based on active training or active learning methods.

Mike Phillips

Barry County E9-1-1 & Missouri 9-1-1 Director's Association

Mike Phillips began his career in 9-1-1 as maintenance/sign installer in 2004 and was promoted to Emergency Dispatcher/GIS in 2005 for Benton County E9-1-1 in Warsaw, Missouri.

In 2007, Phillips accepted the GIS Coordinator position in Cassville, Missouri for the newly established Barry County E9-1-1 Center. His primary duty was initiating, assigning, managing/maintaining the new addressing standards and systems for the Center. During Phillips’ three years in this position, he also played an integral role in operations that were outside of the GIS scope; including assisting the director with procedural amendments, personnel issues and policies. In 2010, Phillips was appointed to Interim Director after the resignation of the previous Director and then was hired as the Director of Barry County E9-1-1.

In 2015, Phillips became a certified ENP. He continued to improve upon the operations of the Center by passing a sales tax increase and requiring dispatch staff to be EMD, EPD and EFD certified. By 2016, his Center earned ACE Accreditation for Emergency Medical Dispatch. Phillips was elected President of the Missouri 911 Directors Association in 2018 and was awarded “2019 Director of the Year”

Mike resides in Cassville with his wife and two children. In his down time, can be found coaching youth sports, fishing on Table Rock Lake and attending KC Chiefs games. He has served on different local boards and is a member of Rotary.


Coffee talk/round table discussion of current topics of concern for managers and directors.

Raegan Porter

FGM Architects

Raegan is a world-class interior designer and planner, with nearly a decade of public safety specialization and dozens of 9-1-1, law enforcement and emergency operations facilities to her credit. She leads teams to discover and document the Owner's vision, and then faithfully implement the expectations of the agencies and clients with whom she collaborates.


A review of the ways in which design, details, material selection and palette, furnishings, accessories, lighting, acoustics and the built environment can contribute to stress reduction and resiliency in the staff of your agency.

Chris Ramsey

Missouri State Highway Patrol - Troop F

Chris Ramsey is a Communications Operator III for the Missouri State Highway Patrol. He began his career in law enforcement in 1992 as a reserve police officer with the Hermann Police Department. He has over 19 years experience as a communications operator with the Missouri State Water Patrol and the Missouri State Highway Patrol. He is currently assigned to Troop F in Jefferson City. Chris lives in Jefferson City with his wife, Tina, son Ian, and their two dogs.


You have a missing and/or endangered person and need to get the information out as quickly as possible? We will discuss all of the statewide alerts that are available to law enforcement agencies in Missouri, as well as some resources that are available, review the criteria for each alert, how to initiate, update, and cancel the alert.

Krystal Ray

City of Springfield

I fell into the HR rabbit hole over 15 years ago and haven't made my way out. I've had the opportunity and pleasure to work in a variety of businesses, including public and private. Understanding rules that govern employment and how to realistically apply them is like a complicated, but interesting, 10,000-piece puzzle to me.


Most all employment decisions carry an inherent risk. Are you of aware of the risks to determine the best course of action for your entity?

Chip Root

Joplin Police Department

Detective Chip Root is a detective with the Joplin Police Department and has been a sworn law enforcement officer, since 1994. He has been assigned to the SMCCTF since 2008 and is serving as the Task Force Commander. The Task Force is responsible for investigating internet crimes against children cases, for 22 counties in southwest Missouri. He is commissioned as a task force officer with the FBI and investigates State and Federal offenses of child sexual exploitation, child sex trafficking and human trafficking cases.


This course will present several case studies, of multiple child sex trafficking/human trafficking investigations in Missouri. This will provide attendees with the necessary tools to assist in these investigations, as well as the resources that are available to them. Additionally, attendees will be provided with both suspect and victim interviewing techniques and how they relate to what dispatchers gather on calls.

Steve Runnels

National Weather Service - Springfield

Steve Runnels is the Warning Coordination Meteorologist with the National Weather Service in Springfield, MO. In addition to being a forecaster and overseeing hazardous weather operations, Steve is the primary liaison between the National Weather Service and state and local government, the media, and emergency management communities. He actively promotes weather preparedness across a 37 county area in southeast Kansas and southwest Missouri.


Dispatchers are at the center of communicating emergency information between the NWS and emergency response officials.  This advanced course goes quickly beyond NWS products to form effective two-way situational awareness.  Discussion will center on communication challenges magnified during severe weather operations in order to promote efficient protocols that maximize understanding while minimizing precious time. Further, types of severe storms that impact Missouri will be reviewed in an abbreviated storm spotter class that highlights radar and cloud features along with critical storm reports. More importantly, these activities provide critical intelligence to the public that allows them to make life-saving decisions. 

Zim Schwartze

Missouri Capitol Police

Zim started her career in law enforcement nearly 30 years ago! She worked her way up through the ranks of a mid-size municipal agency as a Commander and thought she had the whole leadership thing figured out! She ‘accidentally’ fell into the 9-1-1 world for the past 10 years and has just recently returned to law enforcement as the Chief of the Missouri Capitol Police Department!

Zim loves to motivate folks (she really just drinks too much coffee) and understands the complex and unique differences between police, fire, and the 9-1-1 world! 😊 She holds a Bachelor's of Science Degree in Industrial Engineering and Master's Degree in Public Administration. She is a graduate of the 204th class of the School of Police Staff and Command (SPSC) through Northwestern University Center for Public Safety in Evanston, IL and is an Adjunct Instructor for them (since 2006). She is also a graduate of the FBI National Academy Session #231. Zim teaches for the Law Enforcement Training Institute at the University of Missouri (since 1995) and the Missouri Police Chiefs Association Command College.


So you decided to become a supervisor/manager/boss? & all you have heard is that morale is the lowest ever? YOU have a direct impact! Focus on the things you CAN control rather than the things you can’t! Learn the few simple lessons Zim has learned over the years to get your folks motivated! Wahoo!!! The objectives are to simply get those attending to think about how much of an impact they have on morale & the environment we live in!

Angie Stiefermann

Jefferson City Police Department

Angie Stiefermann has been employed with the Jefferson City Police Department for 27 years, has been a CTO, and for the last 11 years a Telecommunications Supervisor and Instructor. As a member of a department that encourages continuing education, Angie feels a responsibility to do her part in educating others through affordable or free training through the APCO training partnership. Angie is married to a lieutenant and has 2 teenage daughters.


Coffee talk/round table discussion of current topics of concern for supervisors.

Mark Warren

Strategos International

Mr. Warren is the Executive Vice President and Director of Training for Strategos International and began his 27-year law enforcement career in the U.S. Army Military Police Corps. He has experience as an undercover operative, a tactical team member, and an instructor. He has been involved in the planning, implementation, and execution of hundreds of high-risk arrests, and spent five years with a large multi-agency task force working as an undercover operative and team leader. Mr. Warren was the Firearms/Use-of-Force Program Manager for his department prior to retiring. Mr. Warren is currently a Retired Sergeant for a local agency and was the 2000 Missouri P.O.S.T. Part-time Instructor of the Year. Mr. Warren volunteers as a security member for his church and also provides security for several mission groups in countries such as Haiti, Lebanon, Costa Rica, Honduras, and other areas several times a year. Since starting Strategos International in 2002 they have trained over 160,000 people in 15 countries.


The mission of emergency dispatchers and 911 operators is to provide timely, professional, quality service to a diverse public through empathy, compassion and respect, ensuring that public safety is the highest priority. For today’s dispatchers to fulfill this mission, they must be effectively trained to provide timely, clear and effective instruction to those calling under extreme duress.

This course provides dispatchers with effective instructions, strategies and principles that will allow them to provide timely instruction and direction to people involved in an active shooter, violent intruder, home invasion or burglary in progress. Dispatchers will listen to, analyze and learn from actual 911 calls from high profile armed intruder events.

Doug Westhoff

Boone County Fire Protection District & Missouri Task Force 1

Doug Westhoff has been a Task Force Leader for Missouri Task Force 1 since it began in 1998. Chief Westhoff was the Task Force Leader for the very first response to the 9-11 World Trade Center Attack. Chief Westhoff also lead the team to Hurricane Katrina twice in addition to many other natural disasters throughout the country. Most recently Chief Westhoff was the Operations Section Chief assigned to Puerto Rico for thirty days during Hurricane Maria.


Missouri Task Force 1 will give an overview of MO-TF1, the FEMA Urban Search and Rescue system and disaster responses.