WALT DISNEY WORLD ® Resort | FLORIDA APRIL 30–MAY 2 FRIDAY, MAY 2 ND TUESDAY, APRIL 29 TH THURSDAY, MAY 1 ST CONTINENTAL BREAKFAST & REGISTRATION OPEN FREE BOX LUNCH IN THE EXHIBIT HALL EXCLUSIVE EXHIBIT HALL HOURS CONTINENTAL BREAKFAST & REGISTRATION OPEN EXCLUSIVE EXHIBIT HALL BREAKFAST & REGISTRATION OPEN 6:00–8:00 PM 7:30–8:30 AM 8:30–10:30 AM 10:30 AM–12:30 PM 11:30 AM–12:30 PM 12:30–1:30 PM 1:45–2:45 PM 3:00–4:00 PM 4:15–5:15 PM 6:30–9:30 PM 8:00–9:00 AM 9:00–10:00 AM 10:15–11:15 AM 11:15 AM–12:30 PM 12:30–1:30 PM 1:45–2:45 PM 3:00–4:00 PM 4:15–5:15 PM 5:30–7:00 PM 7:00–8:00 AM 8:00–9:00 AM 9:15–10:15 AM 10:30–11:30 AM 11:45 AM–12:45 PM 1:00–2:30 PM EXHIBITOR GALA RECEPTION OPENING SESSION Dispatcher of the Year Award ACE Awards KEYNOTE Disney Institute Disney’s Approach to Quality Service What Type of Leader Can You be? Erica Carpenter Group Think—The Down and Dirty of Oversight Committees Brian Dale The Many Characters of Dispatch Jennifer Kirkland Managing Excessive Turnover in 9-1-1 Communications Ivan Whitaker After the Consolidation Hindsight is 20/20 Thomas Cavanaugh, Anthony Favreau Stop Workplace Drama Marlene Chism, Heather Joyner Supervising Supervisors in a 24x7 Operation Jaime D. Young, Natasha Claire-Espino Your PSAP is a 747 Thomas Margetta Through the Eyes of a Child Caller Briana Kelley 9-1-1 Challenges for Island Communities Carolyn Wattley, Ninafe Awong ADA Compliance in the Comm. Center Stephan M. Bunker Neighbors Saving Neighbors Lew Simon, Kimberly Stephens EMD Millionaire Game Show Jeff Craig, Ben Bills Rare EMD Encounters Brett Patterson, Dr. Jeff Clawson IAED ™ Research Tracey Barron, Greg Scott, Chris Olola, M. Isabel Gardett, Brett Patterson, Dr. Jeff Clawson Bees! Squeeze & Wheeze: Anaphylaxis Adam Johnson Fire CDEs on a Budget Matthew Huddle, Darius Osborne FPDS ® and the Numbers Jay Dornseif FPDS Version 6.0 Update Gary Galasso, Mike Thompson “I’m at This Intersection!!” “Which One?!?” Matthew Huddle, Darius Osborne Wild and Crazy Police Calls Chapter 6: Just When You Thought You’d Heard it All Eric Parry, Jaci Fox Interoperability—It’s NOT Just About Radios! Nancy Lockhart, Charlene Monges Why Can’t we All Just Get Along? Carrie Flynn, Heather Hedgcock Police Dispatchers; Their Stress, Their Coping, and Their Officers Erica Carpenter Managing the Change—Skill Set Staffing for NG9-1-1 Ronald Williscroft Next Gen 9-1-1: The Look of Success Michael Lee The Millennials Louise Ganley Digital P25 Radios Cory Lyman Make Every Second Count Melissa Blessing, Tami Wiggins Let’s Put the Learning Back in Teaching—How to be an Effective Preceptor Tammy Jewell When They Just Don’t Get it Ronald R Shiner, Eric Fayad What Can we Learn From Disney University? Kevin Willett, Tracy Deitschman How do I Know if it’s Working? M. Isabel Gardett, Kevin Pagenkop, ENP, Chris Olola 9-1-1 101: The College Classroom Experience Thomas Margetta Recruiting + Interviewing + Training = Retention Doug Showalter Mouse Ears and Mentors: Lessons Learned From the Mickey Mouse Club Tonya Warr First Aid for Perplexing Personnel Problems Robert R. Greenlaw ADA, FMLA, EEOC and Generations X, Y, and Z Tonya Warr Are Dispatchers Assertive Communicators? Really? Jaime D. Young, Dr. Bill Mathis How and Why to Build Strategic Alliances With Higher Ed Institutions Dr. Lora Reed, Dana Reed Building a Zip-A-Dee-Doo-Dah Environment in Dispatch Kevin Willett Why Dispatchers Should Dress for Success Frances Jimenez Keeping Afloat in a Sea of Negativity Nancy Banks “A” is for Attitude: Team Building and Motivating Dispatchers Melissa A. Alterio, Jennifer Robles Marketing Morale April A. Tarrant, Kima Montgomery Being Your Greatness: Then What Happens? Dr. Darcy Lord Best in Class SEGs John Korman That Rare Breed: The 3- to 8-Year Dispatcher Jennifer Kirkland The Good, the Bad, and the Ugly: Case Studies Ron Two Bulls, Ross Rutschman, Kim Rigden-Briscall, John Ferraro Disaster Communications Ricky D. Crawford, Thomas Somers Egos and Attitudes—A Mindset for Survival Charlene Monges, Amalio Jusino How You Say it Matters! The Art of Verbal Feedback Ross Rutschman, Louise Ganley Research Forum Moderator: Chris Olola ACE Forum Moderators: Carlynn Page, Brian Dale National 9-1-1 Issues Forum Moderator: Keith Griffiths 9-1-1 Data and Analytics Forum Moderator: Keith Griffiths ED-Q ™ Forum Live! Kim Rigden-Briscall, Brian Dale, Deanna Mateo-Mih, Michael Spath, Jaci Fox National Q Panel Discussion Christopher Bradford, Beverley Logan QI in the Cloud Adam Johnson, Richard Morse The Art and Science of Protocol Compliance Michael Spath, Tammy Spath Channel Scripting QA/QI Robert Smith, Robert Lanoue The Art and Science of Case Review—Fact and Fiction Brian Dale The “Sponge Effect”—QA Stress Teri Griffin-Pagenkop, Kevin Pagenkop, ENP New 9-1-1 Stress Standard? Huh? Why? When? How? Jim Lanier, Jim Marshall Stress—Your Personal Disaster Tammy Spath Bend but Don’t Break: Training Dispatchers to Deal With Extreme Stress Tami Wiggins, Dr. Clint Bowers 9-1-1 Twilight Zone Joe Tassitano Remember the Outside Life You Used to Have? Doug Showalter ACE RECEPTION For all Accredited Center of Excellence attendees Topics and speakers are subject to change. Visit www.emergencydispatch.org for the latest updates. Sponsored by: Sponsored by: LEADERSHIP MANAGEMENT SPECIAL INTEREST MEDICAL FIRE POLICE NEXT GEN 9-1-1 EXHIBIT HALL CDE & TRAINING HUMAN RESOURCES MOTIVATION OPERATIONS POWER SESSIONS QUALITY ASSURANCE STRESS MANAGEMENT EXHIBIT HALL LEADERSHIP MANAGEMENT SPECIAL INTEREST MEDICAL FIRE POLICE TECHNOLOGY 10:30 AM–3:00 PM 8:00 AM–12:30 PM Legal Eagle Dr. Neal Richmond, Steve Shahan Implementing Statewide Training & Protocol Legislation Stephan M. Bunker Good Cop, Bad Cop: Management Strategies and Leadership Styles Christof Constantin Chwojka, Heinz Novosad CRM Comms: Improving Communications in the 9-1-1 Environment Jim Lanier, Andre Lanier Top 10 List for Communication Center Management Survival Ron Two Bulls, John Ferraro How to Impress Your ACE Reviewer Kim Rigden-Briscall, Don Perry Communication Center Consolidation: An Inside Look Into a Very Public Process James Lake, Allyson Burrell Taking the Fear Out of Crucial Conversations Leslie Whitham, John Korman Hearing vs. Listening: Is There Even a Difference?!?! Eric Fayad, Nancy Lockhart Bringing the Disney Level of Service Into Your Comm. Center Kevin Willett Beautiful Minds of Special Needs Callers Tracye Gilbert, Penny VanDyke, Nicole Winters Rules Are Meant to be Broken? Implementing the Emergency Rule Kima Montgomery, April A. Tarrant Agonal Breathing Diagnostic Tool: Purpose and Limitations Brett Patterson, Dr. Jeff Clawson Nurse Navigator: Implementing Innovation Matt Zavadsky, Kristen Miller, Brenda Staffan When Time is the Enemy: Perfecting Dispatch-Assisted CPR Douglas F. Kupas, M.D., Brett Patterson Dispatch Mismatch Dr. Neal Richmond, Mike Tully NFPA and ISO Updates Jay Dornseif BEACH PARTY AT DISNEY’S TYPHOON LAGOON WATER PARK Response to Violent Incidents Donald I Aker, Jr., Matthew Huddle Sinking Vehicle and Vehicle in Floodwaters Gordon Giesbrecht Igniting Your Fire Service Training Program Andrew Trygg, Tracy Deitschman What’s New in ProQA ® Brett Williams Advantages and Disadvantages of Social Media in the Communication Center Kevin Diluia AQUA ® 6 Tips, Tricks, and New Features Tammy Haislip Using ProQA to Improve Billing Reimbursement! Really? Ronald R Shiner, Eric Fayad That Was Then, This Is Now… Andrew Trygg, Leslie Whitham Successfully Implementing EPD & ProQA Charlie McClintock, Greg Graham Active Shooter Incidents for Telecommunicators Melissa A. Alterio, Anthony J. Weed EPD Past, Present, and Future Dave Warner, Tami Wiggins FREE BOX LUNCH IN THE EXHIBIT HALL CLOSING LUNCHEON Dr. Jeff Clawson Leadership Award CCM Graduation KEYNOTE Pat Williams WEDNESDAY, APRIL 30 TH Sponsored by: Sponsored by: