WALT DISNEY WORLD® Resort | FLORIDA APRIL 30–MAY 2

FRIDAY, MAY 2ND

TUESDAY, APRIL 29TH

THURSDAY, MAY 1ST

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

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10:30–11:30 AM

11:45 AM–12:45 PM

1:00–2:30 PM

EXHIBITOR GALA RECEPTION

OPENING SESSIONDispatcher of the Year Award ACE Awards

KEYNOTEDisney InstituteDisney’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 DispatchJennifer Kirkland

Managing Excessive Turnover in 9-1-1 Communications

Ivan Whitaker

After the Consolidation Hindsight is 20/20

Thomas Cavanaugh, Anthony Favreau

Stop Workplace DramaMarlene Chism, Heather Joyner

Supervising Supervisors in a 24x7 Operation

Jaime D. Young, Natasha Claire-Espino

Your PSAP is a 747Thomas Margetta

Through the Eyes of a Child CallerBriana Kelley

9-1-1 Challenges for Island Communities

Carolyn Wattley, Ninafe Awong

ADA Compliance in the Comm. CenterStephan M. Bunker

Neighbors Saving NeighborsLew Simon, Kimberly Stephens

EMD Millionaire Game ShowJeff Craig, Ben Bills

Rare EMD EncountersBrett Patterson, Dr. Jeff Clawson

IAED™ ResearchTracey Barron, Greg Scott, Chris Olola, M. Isabel Gardett, Brett Patterson, Dr.

Jeff Clawson

Bees! Squeeze & Wheeze: Anaphylaxis

Adam Johnson

Fire CDEs on a BudgetMatthew Huddle, Darius Osborne

FPDS® and the NumbersJay Dornseif

FPDS Version 6.0 UpdateGary 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 MillennialsLouise Ganley

Digital P25 RadiosCory Lyman

Make Every Second CountMelissa Blessing, Tami Wiggins

Let’s Put the Learning Back in Teaching—How to be

an Effective PreceptorTammy Jewell

When They Just Don’t Get itRonald 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 ClubTonya 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 InstitutionsDr. 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 MoraleApril A. Tarrant, Kima Montgomery

Being Your Greatness: Then What Happens?

Dr. Darcy Lord

Best in Class SEGsJohn 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 CommunicationsRicky 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 ForumModerator: Chris Olola

ACE ForumModerators:

Carlynn Page, Brian Dale

National 9-1-1 Issues ForumModerator: Keith Griffiths

9-1-1 Data and Analytics ForumModerator: Keith Griffiths

ED-Q™ Forum Live!Kim Rigden-Briscall, Brian Dale, Deanna

Mateo-Mih, Michael Spath, Jaci Fox

National Q Panel DiscussionChristopher Bradford, Beverley Logan

QI in the CloudAdam Johnson, Richard Morse

The Art and Science of Protocol Compliance

Michael Spath, Tammy Spath

Channel Scripting QA/QIRobert Smith, Robert Lanoue

The Art and Science of Case Review—Fact and Fiction

Brian Dale

The “Sponge Effect”—QA StressTeri Griffin-Pagenkop, Kevin Pagenkop, ENP

New 9-1-1 Stress Standard? Huh? Why? When? How?

Jim Lanier, Jim Marshall

Stress—Your Personal DisasterTammy Spath

Bend but Don’t Break: Training Dispatchers to Deal

With Extreme StressTami Wiggins, Dr. Clint Bowers

9-1-1 Twilight ZoneJoe Tassitano

Remember the Outside Life You Used to Have?

Doug Showalter

ACE RECEPTIONFor all Accredited Center of Excellence attendees

Topics and speakers are subject to change. Visit www.emergencydispatch.org for the latest updates.

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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 TECHNOLOGY10:30 AM–3:00 PM

8:00 AM–12:30 PM

Legal EagleDr. 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 EnvironmentJim Lanier, Andre Lanier

Top 10 List for Communication Center Management Survival

Ron Two Bulls, John Ferraro

How to Impress Your ACE ReviewerKim Rigden-Briscall, Don Perry

Communication Center Consolidation: An Inside Look

Into a Very Public ProcessJames 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 RuleKima Montgomery, April A. Tarrant

Agonal Breathing Diagnostic Tool: Purpose and LimitationsBrett 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 MismatchDr. Neal Richmond, Mike Tully

NFPA and ISO UpdatesJay Dornseif

BEACH PARTY AT DISNEY’S TYPHOON LAGOON WATER PARK

Response to Violent IncidentsDonald 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 FutureDave Warner, Tami Wiggins

FREE BOX LUNCH IN THE EXHIBIT HALL

CLOSING LUNCHEONDr. Jeff Clawson Leadership Award CCM Graduation

KEYNOTEPat Williams

WEDNESDAY, APRIL 30TH

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