Detailed Agenda

Select a session for more information.

Wednesday 5/11

8:00-5:00 pm - Pre-Conference Course - Preventing Telecommunicator Tunnel Vision

Presenter: Lisa Fulton, ENP

Session Description: In this workshop, participants identify and discuss common problem areas that our telecommunicators experience in the performance of their duties. You'll learn tips and tools that help you identify and correct problems to ensure your team members succeed. 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'll get the training resources you need to get (and keep) your call takers performing at their very best.

Room: Canyon Maple C

1:00-5:00 pm - Pre-Conference Course - Regionalized PSAPs: Working MCIs and Other Large-Scale Multi-Jurisdictional Events

Presenter: Jeffcom 911 Team (Branson Ruble, Carol Burciaga, John Woodhams, Kellie Vaughan, Kevin Garcia, Rebecca Fuller, Ryan Beger, Sam Young)

Session Description: As a newly-consolidated, regionalized PSAP, Jeffcom 911 has been presented with an array of unique and formidable challenges in its first few years. Representatives from Jeffcom 911 will discuss the intricacies of successfully handling MCIs such as the I70 crash in 2019, fast spreading wildland fires such as the Elephant Butte fire in 2020, the Arvada and Lakewood shootings in 2021 as well as numerous other complex multijurisdictional events as a consolidated regional center.

Room: Canyon Maple A/B

3:00-5:00 pm - 9-1-1 Advisory Task Force Meeting

Presenter: Scott Newman, Chair

Session Description: Regular meeting of the 9-1-1 Advisory Task Force. Ever wonder what this meeting is about? Now is your chance to find out! Come join the most active forum for discussion of all things related to 9-1-1 in the state!

Room: Big Thompson A

7:00-7:50 pm - Evening Yoga

Presenter: Eric Brenneman, Yoga for First Responders

Session Description: Come check out the yoga sessions where you will be actively involved in yoga for all skill levels. First time? Come join. Super seasoned? Come join. Mat or chair? Come join! Strangely interested? Definitely come join!!!

Bio: Eric Brenneman, Yoga for First Responders CFO and a Lt. (Ret.) from the fire service is passionate about holistic wellbeing of ALL first responders. Seeing the FIRST first responders equipped to fully care for themselves is a high priority for Eric and the YFFR team!

Room: Big Thompson B

Thursday 5/12

7:00 am - First Timer's Meeting

Presenter: CO NENA/APCO Membership Committee and Executive Board Members

Session Description: Come and learn all about the State Conference, the CO NENA/APCO Chapter, and ways to get involved!

Room: Big Thompson A

7:00 am - Morning Yoga

Presenter: Eric Brenneman, Yoga for First Responders

Session Description: Come check out the yoga sessions where you will be actively involved in yoga for all skill levels. First time? Come join. Super seasoned? Come join. Mat or chair? Come join! Strangely interested? Definitely come join!!!

Bio: Eric Brenneman, Yoga for First Responders CFO and a Lt. (Ret.) from the fire service is passionate about holistic wellbeing of ALL first responders. Seeing the FIRST first responders equipped to fully care for themselves is a high priority for Eric and the YFFR team!

Room: Carter Lake B

8:00-9:30 am - Opening Session and Keynote: Everyday Superheroes - Stories from the Front Line

Presenter: Adam Timm, The Healthy Dispatcher

Session Description: Somewhere in Colorado today, the actions of a firefighter, police officer or an EMT saved lives. Behind each one of these heroic saves was a 9-1-1 professional who took quick action, speeding life-saving resources to the scene. Nearly every request for public safety response is met first by the superhero sitting at the console. We are the first first responder. In this fast-paced and interactive keynote, hear inspiring true stories from 9-1-1 centers across the state, and learn powerful tools to help you bring your best to your 9-1-1 job, every day.

Bio: Adam Timm began his 18-year career in 9-1-1 as a dispatcher for Los Angeles Police Department Communications Division, where he spent over a decade under the headset. He left the LAPD after founding his company, The Healthy Dispatcher, to provide classes, conference sessions and culture change consulting services to dispatchers across the country. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in 9-1-1. He’s the author of three books, including the popular, "Dispatcher Stress: 50 Lessons on Beating the Burnout" and his most recent, “People Driven Leadership: How the Best 9-1-1 Centers Inspire Positive Change.”

Room: Canyon Maple A/B

9:30-10:00 am - Coffee Break

Sponsored by Xybix

Room: Hallway

10:00-10:50 am - Emotional Intelligence

Presenter: Adam Timm, The Healthy Dispatcher

Session Description: Working in a 9-1-1 center is an emotional experience. Callers are angry, coworkers are annoyed, and supervisors are frustrated. Some centers stick to the “check your emotions at the door” approach to these ever-present feelings. How’s that working? Not well, in most cases. Without the ability to recognize and manage emotions in ourselves and others, this job can easily run us into the ground. This fast-paced, interactive session will give you a glimpse into the power of emotional intelligence and how it can make your life easier, today, both at work and at home.

Bio: Adam Timm is a culture change consultant and training instructor for 9-1-1. Adam spent over a decade as a 9-1-1 operator for the Los Angeles Police Department, where he pioneered a stress resilience program that contributed to a 45% decrease in sick time usage. After leaving the LAPD, Adam started his training company, “The Healthy Dispatcher,” to bring tools for resilience to this challenging profession. Participants in Adam’s training classes and conference sessions praise his energetic and interactive presentation style, calling his sessions “an awesome learning experience,” “captivating, thought-provoking,” “amazing,” and “incredibly engaging.” Adam travels nearly 300 days a year presenting training classes, conference sessions and consulting across the country.

Room: Canyon Maple A/B

10:00-11:50 am - Manager/Director Roundtable (double session)

Presenter: Connie Johnson, Colorado 9-1-1 Resource Center

Session Description: An open and welcoming forum for managers and directors to discuss all topics. This session is relaxed but also focused on best equipping those leaders who are leading during some rather unique and challenging times.

Bio:

Room: Big Thompson A

11:00-11:50 am - Rescuing 911: How to Care for Yourself

Presenter: Edie DeVilbiss, Shape Good Habits

Session Description: Your work makes it feel nearly impossible to care well for yourself. In this session you gain a deeper understanding of the signs and symptoms of Compassion Fatigue, PTSD, excessive stress and burnout. You'll gain clarity on the ways that these challenges are dragging your team down. Plus, You will receive the tools you need to adopt powerful habits. Implementation of the strategies you pick up is your work, mine is to make sure you have them.

Bio: Edie DeVilbiss served in 9-1-1 in the 80’s and 90’s. The negative drain due to the work led to physical, mental, and spiritual health issues. In the years since she left the industry, she earned three advanced degrees, including a doctorate. Over the years she served as a counselor and then a chaplain. Her doctoral work centered on addressing compassion fatigue. Between academic learning and experience, she developed the tools and practices to help stressed out people and their work groups establish strong self-care habits. Her creative and holistic approach engages and energizes all ages toward greater whole life wellness.

Room: Big Thompson B

11:00-11:50 am - Bennett Fracking Fire: Lessons Learned

Presenter: Katey Pratt and Matthew Lewis, South Metro Fire

Session Description: In June 2021 South Metro Fire Dispatch, who also dispatches for Bennett fire, received a report of a fracking site that was on fire. Our dispatch center had never encountered an incident like this before and we learned a lot that day. This class will hopefully help to educate attendees on how dangerous and how quickly a fracking incident can change and expand.

Bio: Katey Pratt has been a dispatcher for eleven years and has been with South Metro for almost four years. Katey is a CTO and an acting lead. Matthew Lewis has sixteen years of EMS experience, fourteen of which are in dispatch. Matthew has been with South Metro for two years and he is a Q for EMD ProQA.

Room: Carter Lake A

11:00-11:50 am - Yoga for the FIRST First Responder

Presenter: Eric Brenneman, Yoga for First Responders

Session Description: If the FIRST first responders aren’t healthy and well, are we doing our best to serve our communities and field responders? Come hear how yoga can be a part of your holistic wellness and staying engaged for service as the FIRST first responder!

Bio: Eric Brenneman, Yoga for First Responders CFO and a Lt. (Ret.) from the fire service is passionate about holistic wellbeing of ALL first responders. Seeing the FIRST first responders equipped to fully care for themselves is a high priority for Eric and the YFFR team!

Room: Carter Lake B

12:00-1:00 pm - Lunch

Sponsored by TheGOVApp

Room: Mountain Holly and Pinyon Pine

1:00-5:00 pm - Vendor Show

FRTC & LCC Dog Visits
K9 Demonstrations
First Responder Vehicles

AND MORE!

Room: Mountain Holly and Pinyon Pine

5:30-7:30 pm - Social Hour, Prize Giveaway, and Dinner

Room: Mountain Holly and Pinyon Pine

Drink Sponsor: TheGOVApp

8:00-8:50 pm - Evening Yoga

Presenter: Eric Brenneman, Yoga for First Responders

Session Description: Come check out the yoga sessions where you will be actively involved in yoga for all skill levels. First time? Come join. Super seasoned? Come join. Mat or chair? Come join! Strangely interested? Definitely come join!!!

Bio: Eric Brenneman, Yoga for First Responders CFO and a Lt. (Ret.) from the fire service is passionate about holistic wellbeing of ALL first responders. Seeing the FIRST first responders equipped to fully care for themselves is a high priority for Eric and the YFFR team!

Room: Carter Lake B

Friday 5/13

7:00 am - Morning Yoga

Presenter: Eric Brenneman, Yoga for First Responders

Session Description: Come check out the yoga sessions where you will be actively involved in yoga for all skill levels. First time? Come join. Super seasoned? Come join. Mat or chair? Come join! Strangely interested? Definitely come join!!!

Bio: Eric Brenneman, Yoga for First Responders CFO and a Lt. (Ret.) from the fire service is passionate about holistic wellbeing of ALL first responders. Seeing the FIRST first responders equipped to fully care for themselves is a high priority for Eric and the YFFR team!

Room: Carter Lake B

8:00-8:50 am - Colorado 9-1-1 Program Update

Presenter: Daryl Branson, Colorado PUC

Session Description: Learn what the Colorado 9-1-1 Program is working on now, including 9-1-1 reliability rules, Next Generation 9-1-1 strategic planning, best practices development for emergency call centers, and more!

Bio: Daryl Branson is the State 911 Program Manager for the Colorado Public Utilities Commission. He holds a Master of Public Administration degree from Missouri State University and is certified both as an Emergency Number Professional (ENP) by the National Emergency Number Association (NENA) and a Registered Public Safety Communications Leader (RPL) by the Association of Public Safety Communications Officials, Intl. (APCO). Daryl has over 23 years of experience in 9-1-1, having previously served as a 9-1-1 telecommunicator in Missouri, a 9-1-1 call center shift supervisor in Wisconsin, a 9-1-1 call center director in New Mexico, and Executive Director of the Colorado 9-1-1 Resource Center. He currently serves as an officer for the National Association of State 9-1-1 Administrators (NASNA), and has served on a number of national committees and working groups, most recently the FCC's 9-1-1 Fee Diversion Strike Force.

Room: Big Thompson A

8:00-8:50 am - Building Your Career to Advance

Presenter: Brad Flanagan, Pitkin County

Session Description: This course will provide you with Professional Development strategies and assistance to help you start the journey to career advancement in an Emergency Communications Center.

Bio: Brad Flanagan has been involved in public safety on the Western Slope for 13 years as a Member of the Colorado NENA/APCO Chapter, a Dispatcher, CTO, Supervisor, Training Coordinator, Administrator, and Ops Manager. Brad is currently the Western Region representative for the NENA Institute Board and a member of several committees at a nation level.

Room: Big Thompson B

8:00-8:50 am - Quality Assurance - And the Important Role of Your Feedback Loop

Presenter: Maureen Dieckmann, Moetivations, Inc.

Session Description: Whether inhouse program or outsourced support services, QA professionals need ‘evaluation relief’ and constant calibration. This course hits on all major points in QA best practices, standards, and even highlights a few pitfalls. Learn about QA QI program designs, How-To implement, QA QI best practices. Learn how to harness the power of unbiased feedback and get ahead of liability & risk.

Bio: Bringing over 27 years of public safety industry experience, Maureen “Moe” Dieckmann arrives with energy, conviction, and straight forward coaching… applying real world examples and humor in facilitation, speaking, and professional services that Public Safety personnel can appreciate. Maureen and her team of subject matter experts deliver Leadership Development, QA/QI services, Supervisor Workshops & Training, strategic planning, SOP & policy editing, and technology super sessions meant to improve your processes, boost morale, and support team coping behaviors. You can rest assured, any program delivered by Moetivations will leave you armed with operations best practices and feeling ready to give it your best! Her mission is to save the world, one dispatcher at a time.

Moetivations, Inc provides Public Safety dedicated programs & operations services designed to restore stressed environments and create strategies where overworked teams can thrive again! Maureen is an advocate of giving back to the community of women and children transitioning from domestic violence & incarceration; she collaborates with several related non-profits through volunteer work and board advisement.

Room: Carter Lake A

8:00-8:50 am - Using Z-Axis to Locate 9-1-1 Callers Faster

Presenter: Tyler Thompson, GeoComm

Session Description: What does the FCC z-axis announcement mean to an ECC? Are there implications with the technology being utilized? Do you have a vision for making z-axis information usable? Will your indoor maps show the z-axis data? Attend this session to learn more about all of these questions. With 80% of 9-1-1 calls coming from wireless devices and humans spending 80% of their time indoors, the need for indoor maps that is based on actionable GIS data has never been more critical.

Bio: Ty Thompson has spent the last 30 years providing innovative products and services that address the many needs of the defense industry and began focusing on the needs of public safety agencies 17 years ago following 9/11 in 2001. At GeoComm, Ty consults with and advises our customers on identifying the best solutions to plan, prepare, and migrate to Next Generation 9-1-1 (NG9-1-1).  In addition, Ty represents GeoComm and serves as an NG9-1-1 industry subject matter expert in several industry organizations.

Room: Carter Lake B

9:00-9:50 am - The Power of Peer Support for Leaders

Presenter: Ryan Dedmon and Nicole Janey, 911 Training Institute

Session Description: This interactive session will provide leaders a brief overview of the power of peer support and how it can organically optimize working conditions for everyone in the communications center. Attendees will participate in a simple team-building exercise that will challenge them to think differently about peer support. This session will give leaders a new tool to check-in on their employees and change the culture in their centers.

Bio: Ryan Dedmon is the Outreach Director for the 911 Training Institute, a private company that provides training and consulting services. Ryan is a retired police dispatcher from Southern California. In 2012, the Southern California Chapter of APCO International named him “Telecommunicator of the Year”. After retiring in 2013, Ryan served as a Subject Matter Expert and the Communications Specialist for the 911 Wellness Foundation before joining the 911 Training Institute. Ryan is a certified CIT Coordinator and holds a Master of Arts degree in Forensic Psychology. He is also a California POST-certified Academy Instructor and serves at the Regional Criminal Justice Training Center at Golden West College and at the Orange County Sheriff’s Department Regional Training Center. Ryan blends his education and experience behind the console to help dispatchers and police officers recover and grow from post-traumatic stress.

Room: Big Thompson A

9:00-9:50 am - The Integrated Dispatcher: Effective Incorporation of Mission Critical Services in Daily Operations

Presenter: Tracey Murdock and Kim Coleman, FirstNet

Session Description: Broadband communications have opened an avenue of great expansion in the field. This session provides an opportunity to see how agencies are enhancing the flow of data from the communications center to the field and back.

Bio: Tracey Murdock is a senior public safety advisor for the First Responder Network Authority (FirstNet Authority), serving local public safety stakeholders. Her mission is to listen, inform, and advocate for first responder communication requirements on the only nationwide broadband network designed for public safety. Prior to joining the FirstNet Authority, Tracey served as the emergency management program director for Navy shore commands in an 11-state region. Her expertise encompassed emergency dispatch, emergency operation centers, consequence planning, defense support to civil authorities, and coordinating a national-level, multi-agency response task force for nuclear weapon incidents. Tracey’s experience includes disaster response as well as planning and directing large-scale exercises in Europe and Southwest Asia. Tracey also served 24 years in the U.S. Navy.

The FirstNet Authority welcomed Kim Coleman Madsen to the team in early 2019 to coordinate and design public safety engagement opportunities at the FirstNet Lab and Future Experience Center. Coleman Madsen most recently worked for the Colorado Broadband Office and has more than 20 years of experience working for public safety entities and in the public safety communications industry.

Room: Big Thompson B

9:00-9:50 am - Looking into the Future: The Internet of Life-Saving Things

Session Description: Over the past year, an increasing number of connected device companies have collaborated with emergency response data platforms to connect consumers directly to public safety during emergencies while delivering actionable, incident-specific data to first responders. The Internet of Life-Saving Things continues to expand today. In this session, attendees will hear about the growth of the Internet of Life-Saving Things, lessons learned from leveraging new types of data available to public safety to improve response processes, and discuss why it is crucial to harness these technological advancements to support emergency response.

Panel Moderator: Karin Marquez, Chief PS Brand Officer - RapidSOS

Panel Bios: Karin Marquez, ENP, CMCP is the Chief Public Safety Brand Officer with RapidSOS. With a rich history in public safety communications, Karin has worked both in the communications center and now in the commercial industry with RapidSOS. Karin brings knowledge, passion, experience and excitement to her work and presentations. Her understanding of the ever-changing sphere of devices that capture and send data that can assist public safety during emergencies will be evident!

Karin will moderate a panel discussion including: Stan Alleyne, Chief of Communications for Vitals (Previously the chief of communications for Minneapolis Public Schools, Stan Alleyne offers over 20 years of experience in communications and public relations. At Vitals™, Stan oversees communications and partnerships. With heavy involvement in Vitals™ Network for Schools and Advocacy Groups. He also serves as the Co-Chari for The Arc Minnesota.); Joe Meyers, CMO for Vitals (Joe brings a wealth of marketing experience. He leads the marketing, social, customer success, and partnership initiatives at Vitals to ensure that we have a strong community that trusts and uses Vitals daily.); Stephanie Booco, MA, LPC, LAC, ACS (UCHealth Co-responder Program Supervisor); and Sgt Andy Leslie (Fort Collins Police Services).

Room: Carter Lake A

9:00-9:50 am - Tail Wagging the Dog: The Hidden Approach to Public Safety Communications Procurement

Presenter: Terry Lee Burnworth, Pyramid Consulting

Session Description: In the past, an agency typically chooses a vendor to provide a product or service related to public safety communications. With the advent of more open architectures, public safety broadband systems, IP based PSAP’s, 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, but it is important to know the differences between them. This session will provide three approaches to public safety equipment procurement and the pros and cons of each approach. Real-world examples are provided of the various approaches.

Bio: Terry Burnworth 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.

Room: Carter Lake B

9:50-10:05 am - Coffee Break

Sponsored by Synergem Technologies

Room: Hallway

10:05-10:55 am - Problem-Oriented Dispatching

Presenter: Ryan Dedmon and Nicole Janey, 911 Training Institute

Session Description: 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. . 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.

Bio: Ryan Dedmon is the Outreach Director for the 911 Training Institute, a private company that provides training and consulting services. Ryan is a retired police dispatcher from Southern California. In 2012, the Southern California Chapter of APCO International named him “Telecommunicator of the Year”. After retiring in 2013, Ryan served as a Subject Matter Expert and the Communications Specialist for the 911 Wellness Foundation before joining the 911 Training Institute. Ryan is a certified CIT Coordinator and holds a Master of Arts degree in Forensic Psychology. He is also a California POST-certified Academy Instructor and serves at the Regional Criminal Justice Training Center at Golden West College and at the Orange County Sheriff’s Department Regional Training Center. Ryan blends his education and experience behind the console to help dispatchers and police officers recover and grow from post-traumatic stress.

Room: Big Thompson A

10:05-10:55 am - Taming 911 Turnover: Strategies for Success

Presenter: Jenny Martin, NICE Public Safety

Session Description: Overstressed, overworked and underappreciated: 911 telecommunicators are reaching a breaking point. It’s no wonder average annual turnover is nearing 30%. With a shrinking applicant pool, it’s important to keep your current telecommunicators happy and engaged. Supportive supervision is essential, but as a 911 leader, you can’t be spending time coaching and training when you’re too busy doing other things. It’s also difficult to provide effective support when you don’t know where or how telecommunicators are struggling in the first place. Attend this session to learn about innovative solutions and practices that 911 centers are implementing to tame rising turnover.

Bio: Jenny Martin is a Public Safety Manager for NICE Public Safety serving the Midwest region. With Over 20+ years of experience in the government/public safety sector, Jenny has a thorough knowledge of the processes and challenges associated with providing customized technology solutions to government. She has dedicated her career to public safety and the technology that helps the people who serve the public do their jobs safely and more efficiently.

Room: Big Thompson B

10:05-10:55 am - Traffic Incident Management Safety Rules

Presenter: Sgt. Jerry Sharp and Sgt. Bart Trippel, CSP

Session Description: Roadway incidents are particularly hazardous to responders. Like many incidents, effective communication can make a substantial impact on the amount of time and resources utilized to manage a scene. The TIM Safety Rules were developed by law, fire, EMS, communications officers, engineers and towing professionals to provide a short, simple method of effectively communicating critical information to another.

Bio: After an enlistment in the United States Marine Corps and prior to moving to Colorado, Sergeant Jerry Sharp served five years with the Idaho State Police. Sergeant Sharp has been with the Colorado State Patrol for 10 years. He currently serves as the Traffic Incident Management Training Coordinator and Impaired Driving Programs Manager out of the State Patrol Academy in Golden.

Room: Carter Lake A

10:05-10:55 am - Split the Difference: Emotional Intelligence Factors for Emergency Communications

Presenter: Terry Lee Burnworth, Pyramid Consulting

Session Description: Google Emotional Intelligence (EI) and thousands of articles, videos, and self-help superlatives will come up. But what does EI really mean and why is it important for emergency communicators? This session will review the concept of Emotional intelligence and the ability to identify and manage one’s own emotions as well as the emotions of others. After understanding EI and integration into the ECC, employees can strengthen the passion in their profession and prepare themselves for the Next-Generation of the ECC.

Bio: Terry Burnworth 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.

Room: Carter Lake B

11:05-11:55 am - Mastering Difficult Conversations

Presenter: Nathan Melendez, Cornerstone Training

Session Description: The session is motivated by growth-oriented practices that are designed to study difficult conversations in the workplace. From the domains of initiating a difficult conversation to understanding the relationship between communication and conflict in the 9-1-1 center. The session is set apart by bringing to light root causes of conflict, such as pride, insecurities and cognitive maturity. In addition to, providing a roadmap for difficult conversations.

Bio: Nathan Melendez has garnered over six years in public safety experience as a 9-1-1 Telecommunicator/Trainer. He has served on the front lines of dispatching to communications supervisor for the El Paso Police Department at the primary PSAP (public-safety answering point) in El Paso, Texas, which services approximately 720,400 people and receives around 514,000 total calls annually. Born from his passion for training, he served as a Communications Training Officer (CTO) for the El Paso Fire Department, and later accepted a position as Public Safety Coordinator for the El Paso County 911 District, where he oversaw a training program that serviced approximately 250 telecommunicators throughout the region. Nathan’s certifications include Texas Commission on Law Enforcement Basic Instructor, Basic Telecommunicator, and from the University of Maryland, Baltimore County Training Centers, Assisting Individuals in Crisis and Group Crisis Intervention.

Room: Big Thompson A

11:05-11:55 am - LGBTQIA Awareness for First Responders

Presenter: Ocean Desjardins, Douglas County

Session Description: LGBTQIA Awareness for First Responders provides emergency service professionals with the knowledge necessary to interact with members of the lesbian, gay, bisexual, transgender, and queer communities; both within the communities we serve and in our work environment. Content areas include the differences between sexual orientation and gender identity. Current terminology used to describe sexual orientation and gender identity. An overview of LGBTQIA history and law enforcement interactions. Best practices for handling calls for service involving members of the LGBTQIA community. Finally, we will discuss creating an inclusive and supportive work environment for LGBTQIA employees.

Bio: Ocean Desjardins has 17 years of experience in emergency dispatch communications. Ocean has served the Douglas County Sheriff's Office in the roles of dispatcher, communications training officer, lead dispatcher and dispatch supervisor. Ocean is certified as an instructor for LGBTQ Awareness training through the Napa Valley College Criminal Justice Training Center. Ocean also holds an Associates of Applied Science in Emergency Management.

Room: Big Thompson B

11:05-11:55 am - 988: A New Number for Crisis

Presenter: Dru Clarke, Carbyne

Session Description: This session will explore how 988 will work in conjunction with 911. We will take a look at the disparity in treatment of those in mental health crisis vs. regular crisis calls to 911. This session does not absolve 911 of its role in mental health crisis, but is a call to action for our 911 agencies to prepare for a new system of emergencies. It will require training our dispatchers in mental health first aid, training our partners in the police departments in CIT, and producing a coordinated mobile crisis response to those with mental health needs.

Bio: Dru Clarke started as a telecommunicator with Fairfax County in 2013 where he became a calltaker, police and fire dispatcher, CTO, DCJS instructor, EMDi, quality assurance specialist, Training Instructor, and Operations 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 momentum. He creates, coordinates, and implements new ideas and training seamlessly into the workplace. With his keen eye for detail, he transforms missions and goals into action. He puts people before policy, culture before strategy, and receives a "Return on Influence" with each employee he engages. Leading with love, courage, and vulnerability, Dru carves out brave new spaces within the workplace where all can be seen and feel included. He is a catalyst for change, compass for truth, and curator of innovation. In 2020, he launched his training firm CATALYST where he teaches a variety of leadership topics to industry professionals. Today, Dru is a Customer Success Manager with Carbyne, the world’s largest provider of advanced mobile location services. With Carbyne, Dru hopes to provide front line call takers and dispatchers with the NextGen911 solutions that will enable and empower them to get the right help to the right people every single time.

Room: Carter Lake A

11:05-11:55 am - NENA Information Session

Presenter: Bruce Romero, RapidSOS

Session Description: Why is membership in NENA so beneficial for you? Come learn more!

Bio: Bruce Romero, who recently joined the RapidSOS team, brings his experience from the PSAPs, telephone authority management and, now, the private sector to explain just how beneficial and rewarding NENA membership can be for a public safety telecommunications staff and those in the private sector. Bruce also serves as the Western Director for NENA, representing membership from the Western portion of the country.

Room: Carter Lake B

12:00-1:30 pm - Board Meeting, Swearing In New Board, Lunch

Room: Mountain Holly

1:45-2:35 pm - Buddy to Boss: Transitional Leadership

Presenter: Chris Carnahan, South Metro Fire

Session Description: Congratulations on your promotion to a leadership role! In this session we will review basic tactics and strategy on supervising the employees that prior you were in the trenches with. Transitioning from buddy to boss is hard, but basics in coaching, difficult conversations, consistency, and trust can make your new career path an enjoyable one.

Bio: Chris Carnahan is currently the Emergency Communications Manager and Incident Dispatch Team Coordinator for South Metro Fire Rescue, located just south of Denver, Colorado. Along with fire dispatch experience, Chris has worked in private EMS both on an ambulance and in dispatch. Chris moved through the ranks at South Metro from Dispatcher, Lead Dispatcher, Supervisor, Training Supervisor and now his current role as Manager. Chris is passionate about dispatch technology and taking the tech to the field with Incident Dispatch. Born and raised in the Lone Star state, He has resided in Colorado since 2004. Whether he is herding chickens, dogs or horses he enjoys living on his ranchette on the eastern plains of Colorado with his wife and 25ish animals.

Room: Big Thompson A

1:45-2:35 pm - Effective and Efficient Safe2Tell Operations in P3

Presenter: Amanda Straley, DHSEM and Stacey Jenkins, Colorado Attorney General's Office

Session Description: What features in P3 allow us to manage our time effectively? What aspects of P3 can help enhance officer safety? Safe2Tell will cover our tip management software P3, tips and tricks, and provide general updates on the program.

Bios: Stacey Jenkins, is the Director of Safe2Tell Colorado. Stacey has been with Safe2Tell for three and a half years. She started with the program as the operations manager and was promoted to the Director position in early 2021. Stacey is a member of the Colorado School Safety Resource Advisory Board and represents Safe2Tell on a national monthly meeting of tip lines. As the Director, Stacey is responsible for oversight of the program in addition to developing and implementing program objectives. Her role is very dynamic and allows Stacey the opportunity, with the expertise of the Safe2Tell team, to be involved in every aspect of the program, from developing materials and determining training priorities, to participating in conversations about legislation and regular collaboration with schools and law enforcement. Prior to her work with Safe2Tell, Stacey was a school administrator for 13 years at a private K-8 school.

Amanda Straley is the Safe2Tell Supervisor for the Division of Homeland Security and Emergency Management (DHSEM) within the Colorado Department of Public Safety (CDPS). Amanda supervises the analysts that receive and send the Safe2Tell tips that come in. Amanda is also the liaison between DHSEM and the Colorado Attorney General’s Office where the Administrative side of Safe2Tell resides. Prior to moving to DHSEM, Amanda dispatched for the Colorado State Patrol just over 18 years and was a Communication Training Officer both in the classroom and on the job training. Amanda has worked for the state for almost 23 years.

Room: Big Thompson B

1:45-2:35 pm - Continuing the Staffing Conversation

Presenter: Jennifer Kirkland, Grand Junction

Session Description: Join us to continue the conversation regarding staffing and retention started at NENA's Critical Issues Forum. This will be an open discussion between the panel and attendees.

Bio: Jennifer Kirkland, ENP, CPE, RPL is the 9-1-1 Center Manager at Grand Junction Regional Communication Center. She is a NENA Education Advisory Board member, the APCO Executive Council representative for the CO NENA/APCO chapter, and a senior consultant with Fitch & Associates.

Room: Carter Lake A

1:45-2:35 pm - Beyond 98

Presenter: Sandy Dyre, Michael Baker International - DATAMARK

Session Description: Attendees will learn how to start the migration of GIS data to NG9-1-1 data readiness.

Bio: Sandy Dyre has over thirty years of experience in the 9-1-1 and public safety industry with proven ability to design, develop and implement solutions in both an Enhanced 9-1-1 (E9-1-1) and Next Generation 9-1-1 (NG9-1-1) environments. Areas of expertise include strategic planning, project management, 9-1-1 systems and networks, master street address guide (MSAG), GIS for E9-1-1/NG9-1-1; and training workshops.

Room: Carter Lake B

2:45-3:35 pm - Tactical Dispatching for Fire and EMS

Presenter: Dustin Kern and Chris Carnahan, South Metro Fire

Session Description: Tactical Dispatching will teach many things to Dispatchers. Some of the main points include forward thinking during an incident, being more involved in the incident, assisting in providing the best outcome for the incident based on dispatch involvement, Fire/EMS/Police tactics and how Dispatch can help stay one step ahead of the incident, and much more!

Bio: Dustin Kern has worked for South Metro Fire Emergency Communications for 9 years, and has been in the First Responder world for 12 years. This includes roles as a Volunteer Firefighter, Dispatcher, Call Taker, Lead Dispatcher, and Supervisor. He is very passionate about the service we provide as Dispatchers to the Customers we serve in Colorado. His hobbies include hiking, hockey, camping, and most important he loves spending time with his wife and three girls.

Room: Big Thompson A

2:45-3:35 pm - Mitigating Emergency Communications Outages

Presenter: Pierce Power and Bruce Romero, Teleira/RapidSOS

Session Description: "MAJOR OUTAGE PUTS WEBSITES, AIRLINES AND 911 SERVICES OFF LINE". You’ve seen headlines and internet notifications. Despite the best efforts of preparedness vulnerabilities continue to plague all types of in public, private and most critical, 9-1-1 network failures. Even with the advent of Next Generation 9-1-1 necessity demands constant awareness and discussion of advances of diversity, redundancy and reliability improvements. True resilience is only attainable by building a social culture of adaptive capacity to coexist with otherwise Disruptive Hazards. Pierce and Bruce Romero will lead a discussion of known Colorado hazards and adaptive redundant, diverse resilient strategies in both rural and metropolitan environments.

Bio: Pierce Power is the Sales Account Manager and Senior Public Safety Solutions Consultant at Teleira focused on 911/communications Continuity and Survivability. Pierce has over 20 years’ experience focused on Public Safety technology. Prior to that he received degrees, a BA Economics, Associate Electronic Engineering, apprentice Communications circuit design and testing and freelance documentation programming. Just prior to the turn of the century Pierce accepted a pilot project to build, test and deliver a law enforcement field reporting application, after which he joined the first of several public safety applications systems companies developing and consulting of solutions for Records Management, Dispatch, Field Reporting, data access and exchange. Eleven years later Pierce joined Teleira. Having joined NENA and APCO during this stretch, Pierce earned Emergency Number Professional in 2011 and became active in FEMA Region 10 Emergency Communication Coordination Working Group, and documentation workgroups for both informational and standards:

  • NENA Communications Center/PSAP Disaster and Contingency Plans Model Recommendation

  • NENA Resource, Hazzard and add Vulnerability Analysis Information Document

  • NENA PSAP Survivability Information Document, NENA Drills and Exercises Document

  • NENA Virtual PSAP Management Information Document, NENA NG9-1-1 Operational Impacts on the PSAP, Emergency Services IP Network Design Informational Document

  • NENA NG9-1-1 Policy Routing Rules Operations Guide, NENA Standard for Interconnecting Emergency Services IP Networks and Public Safety Broadband Networks

  • APCO/NENA ANS PSAP Capability Rating Scale

Previous presentations have been delivered at numerous NENA, APCO national and regional events.

Room: Big Thompson B

2:45-3:35 pm - 9-1-1 Career Progression: Strategies for Creating Career Paths

Presenter: Panel Discussion. Moderator: Daryl Branson, PUC

Session Description: In this panel discussion, attendees will hear from successful PSAP managers about how they have created career paths for emergency communications specialists, and how establishing an environment for career progression can help retain your best employees.

Panel members:

  • Jennifer Kirkland, Grand Junction Regional Communications Center

  • Andrew Dameron, Denver 911

  • Kati Harr, Archuleta County 911

  • Tina Powell, Weld County Regional Communications Center

Room: Carter Lake A

2:45-3:35 pm - Committed, Compliant, and Resistant Employees: Who Are They and How to Deal with Them

Presenter: Brad Flanagan, Pitkin County

Bio: Brad Flanagan has been involved in public safety on the Western Slope for 13 years as a Member of the Colorado NENA/APCO Chapter, a Dispatcher, CTO, Supervisor, Training Coordinator, Administrator, and Ops Manager. Brad is currently the Western Region representative for the NENA Institute Board and a member of several committees at a nation level.

Room: Carter Lake B

3:45-4:35 pm - School Shootings and the Impact on the Communications Center

Presenter: Tyler March & Chris Carnahan, SouthMetro

Session Description: On May 7, 2019, two students walked into the Stem School in Highlands Ranch and started shooting fellow classmates. As the shooting started a few classmates confronted the shooters ultimately stopping one and helping hold another down until law enforcement could arrive. This presentation talks about how our Communications Center handled the following…

  • 911 calls from both Students and Teachers

  • The size of the scene and the multiple locations of patients

  • Having sufficient resources for the size of the incident

  • Staffing in the communications center

  • Having employees that have children in the school

  • Tracking of patients once transported

  • Incident Dispatch team response to the scene

Bio: Tyler March is the Emergency Communications Director for South Metro Fire Rescue in Centennial CO. He has served as a line dispatcher, field EMT, Communications Supervisor, Operations Manager and now as Director. He has been in the industry since September of 2001 and has grown tremendously as he worked through the ranks in different 911 centers.

Room: Big Thompson A

3:45-4:35 pm - Be a Champion of Change!

Presenter: Andrea King, Carbyne

Session Description: Very few things are certain in a 9-1-1 center: a full moon is a recipe for disaster, use of the "Q" word will derail the entire night, and there will certainly always be change. We all know the feeling of uncertainty and stress that comes with impending change, and the debilitating affects it can have on personnel. Change champions are needed to turn the dread of change around. This session will teach you to embrace and lead change from the front, becoming the change champion your center needs.

Bio: An experienced public safety leader, Andrea King has been at the forefront of change in the 9-1-1 industry for the past 15 years. As a member of the Las Vegas Metropolitan Police Department, Andrea served in the Communication Bureau as a 9-1-1 Call Taker and Dispatch Specialist, a Communications Training officer, responsible for developing and training newly hired communications employees, and a Communications Supervisor. Currently, Andrea is a Customer Success Manager with Carbyne, where she is part of a team that is redefining emergency collaboration. Since the beginning of her career, Andrea has made leadership the focus of her development. She is a graduate of the Sheriff's Leadership Series through the Institute of Executive Development and Dale Carnegie's Effective Communications and Human Relations. Andrea has been a member of APCO's Young Professionals committed and has held executive positions with the Nevada chapter of APCO as secretary and 2nd Vice President.

Room: Big Thompson B

3:45-4:35 pm - What is a 911 Relay Center? A Look Behind the Scenes at the Intrado Emergency Call Relay Center (ECRC)

Presenter: Rachel Hein, Intrado ECRC

Session Description: The Intrado Emergency Call Relay Center (ECRC) exists to handle emergency calls that cannot be routed to the local 911, instead of a busy signal, the caller is routed to a 911 call-taker in the ECRC. There are many reasons why a call is routed to the ECRC including technical issues, an address has not been provisioned, or the technology, like satellite phones, are designed to route to the ECRC first. High demand on local 911 networks can also cause calls to be routed to Intrado. This can be caused by major events like fires, weather, and mass casualty incidents. Short-term assistance during these events from a nationwide service like the ECRC helps insure calls for help do not go unanswered. The ECRC team has been involved in several critical incidents including Hurricane Harvey, Superstorm Sandy, Boston marathon bombing, Nashville bombing, Hawaii nuclear scare, and most recently Hurricane Ida.

Bio: Rachel Hein is a second-generation dispatcher. She started her career with a large sheriff’s department in Southern California in 1999. After a year of law enforcement dispatching, she moved to Colorado and dispatched Police, Fire, and EMS for the Loveland Emergency Communications Center for 10 years. 5 years ago, she started as a telecommunicator with the Intrado Emergency Call Relay Center in Longmont, CO, where she is currently a supervisor. Over the course of her career, she has worked large incidents like the Alaska Airlines Flight 261 crash in 2000, the Balloon Boy hoax in 2009, and Hurricane Harvey in 2017.

Room: Carter Lake A

3:45-4:35 pm - WHY: It Matters!

Presenter: Matthew Harwell, Larimer County

Session Description: In the context and framing of Simon Sinek, participants will gain a better understanding of how important their “WHY” is when it comes to success and satisfaction. The challenge to hone in on each participants’ individual “WHY” as he or she is challenging many traditional thought processes. Come explore alongside your peers! It might just lead to the big breakthrough you’ve been working toward or wondering about. Are you up to the challenge of understanding WHY: It Matters? Session participants are encouraged to view Simon’s TED Talk prior if they’d like! Or, check out his literature!

Bio: Matthew has been working in public safety telecommunications since 2016. Since getting his start, he’s taken nearly every opportunity to get involved with public safety. As a dispatcher, call taker, wildland firefighter and reserve deputy, Matthew is passionate about service. However, he has a new daughter and she occupies much of his time. His reason for waking each day is: to reach, teach and love all people so that, collectively, those he works with are empowered to make an impact daily. Matthew continues to understand his articulated “WHY” and is excited that 9-1-1 is part of his “HOWs” and “WHATs” in supporting of his “WHY.” Come find out all about WHY: It Matters!

Room: Carter Lake B