2023 Program

See what was included in the first Staffing Summit held in May 2023. 
Wednesday, May 17, 2023
8:00 – 8:30 a.m..

Breakfast & Registration

8:30 – 9:00 a.m..

Welcome and Introduction

Attendees will hear about the origin of the staffing crisis summit, what they can expect over the two days, and how to get the most out of every session.

9:00 – 10:00 a.m.

The Great Staffing Challenge: The Status of Employment Throughout the U.S.
Presenter: Amber Clayton, SHRM

The Society for Human Resource Management (SHRM) is the foremost expert, convener and thought leader on issues impacting today’s evolving workplaces. During this session Amber Clayton, Senior Director of SHRM’s Knowledge Center Operations will discuss the factors contributing to the nationwide staffing shortage affecting nearly every industry, and some reasons why public safety communications has been hit particularly hard.

Topics include: The State of the U.S. Labor Market, How Agency Culture Influences Retention and Why Traditional Recruiting and Hiring Practices No Longer Work.

10:00 – 10:15 a.m. Break
10:15 a.m.- 12:00 noon

Hiring Out of the Box
This facilitated panel discussion will help attendees identify new ideas for recruiting, hiring, and overcoming traditional speed bumps in the road to securing a talented workforce. Experienced ECC leaders will discuss solutions they have found to overcome outdated thinking and adopt innovative practices to attract high – quality applicants. Building on the ideas shared by the panel, attendees will have an opportunity to discuss their own out – of – the box ideas and develop a plan to identify potential recruits, shorten the time between application and offer, and leverage partnerships with other agencies to solve staffing shortages.

Scheduled Panelists: Kelle Hall, CPE – Highland Park (TX) Department of Public Safety; Tina Buneta, CPE – Aurora (CO) 911, Tim Martindale, CPE – Gallatin County (MT) 911; Amy Patin, Sugarland (TX) Public Safety Dispatch.

12:00 noon – 1:00 p.m.


1:00 – 4:00 p.m.

A Culture of Excellence: Building Success from Within
Presenter: Neha Rajebhosale, Practice Director for the Ritz-Carlton Leadership Center

Emergency communications centers have a broad customer base. While we do not always think of our customers in the traditional sense, field responders and the public all expect and deserve the highest level of customer service possible. In this session, award – winning employment brand The Ritz-Carlton shares best practices on how to activate and sustain a culture where valued and empowered employees own the customer experience. Leaders ready to transform their organization will walk away with actionable ideas to elevate experiences and engage employees.

Topics include: The Ritz-Carlton Culture, Simple & Sustainable Processes, Employee and Customer Engagement, and the Importance of Empowerment.

4:00 – 4:15 p.m.

Wrap Up and Preview Next Day

6:00 p.m.

Leadership in Policy Awards Dinner
Requires separate registration.
Learn more and register

Thursday, May 18, 2023
8:00 – 8:30 a.m..

Breakfast & Registration

8:30 a.m.


8:45 – 9:45 a.m.

Seriously, Stop It!

Presenter: Dr. Steven M. Edwards 

The indicators threatening the ECC industry today cluster with staffing. Even before COVID the recruitment of staff was challenging. Today’s recruitment is nothing short of the “hunger games”. Such practices are NOT improving the ECC community. It’s time to genuinely address the work cultures of ECC’s with the intent of creating a center that emphasizes the physical and mental wellbeing of current staff and those to be recruited.

9:45 – 10:00 a.m.


10:00 a.m. – 12:00 noon

Retaining Rock Stars
Facilitated panel discussing ideas proven to improve employee engagement and increase retention. Hear from experienced public safety communications leaders who have successfully created workplaces that attract top talent. Attendees will have an opportunity to explore innovative ideas and develop strategies to implement at their own center to reduce turnover and improve employee satisfaction.

Scheduled Panelists: Kimberly Turner, County of San Bernardino; Brett Loeb – Pitkin Co. CO 911; Gina Cortez – Orland (IL) Fire Protection District; Shannon Price – Sugarland TX Public Safety Dispatch; Gena Baker, Dispatch Supervisor of the Garfield County (CO) Emergency Communications Authority

12:00 noon – 1:00 p.m.


1:00. – 2:30 p.m.

The Crisis is Real!

Presenter: Sharon M. Weinstein, MS, CRNI-R, FACW, FAAN, CVP, CSP

In times of crisis, call 9-1-1. But what do you do if the emergency call centers are understaffed?

It’s time to Take your Temp – start with your thoughts, energy, mood and perspective with each response.

Is your performance impaired because you are overworked and out of balance? Are you unable to do it all and manage those life-saving calls? You are only as good as you are balanced! If you do not take the time for yourself – yes, even with the array of responsibilities pressuring you now – you will not be the best that you can be. That personal best is what will enable you to reach new heights in your career, to achieve your goals and to maintain your health. That is what will allow you to overcome the overwork that leads to overwhelm!

In this interactive session, our speaker will take you through five important steps that will get you to balance, reduce your stress, and allow you to survive and thrive!

2:45 – 3:30 p.m.

APCO’s Commitment to Serve

APCO International is a committed to serving our members and helping to find solutions to the current staffing crisis and to prepare for challenges likely to emerge from the transition to a fully realized Next Generation 9 – 1 – 1 ecosystem. Hear about the next steps APCO will take to continue our efforts at helping ECC leaders recruit and retain the most valuable of resources — the heroes under the headset.