Program

Welcome & Introductory Remarks

APCO President Stephen Martini, RPL, CPE
Director, Metro Nashville Department of Emergency Communications

Setting the Stage 

Presenter: Tina Buneta, CPE, ENP, RPL,
Director of Aurora911, City of Aurora

This introductory session will address the progression of dialogue regarding 9-1-1 professional retention and the role of organizational culture and retention

High Fives: Successes and Lessons Learned by ECC leaders

Panelists: Brad Flanagan, Director of PSAP Ambassadors, Prepared; Sarah Franz, Deputy Director of Operations, Aurora911; Paul McCallister, Deputy Director, Nashville DEC; Becky Neugent, CPE, APCO Immediate Past President and 911 Director, Autauga 911, Prattville, AL; Bob Cozzie, Director, Portland Bureau of Emergency Communications; Kristin Mullen, Training & Quality Assurance Manager, Metro Nashville Department of Emergency Communications Center

Learn from ECC leaders who have achieved success in healing culture and restoring staffing levels through retention-focused strategies. This panel will be followed by audience Q & A.

Break

Creating a Culture of  Accountability within the ECC

Presenter:  JaCorey R. Glaude, ENP RPL, Training and Technology Consultant, Omni Public Safety Group

In this session, we’ll explore how accountability is the cornerstone of a high-performing ECC team, empowering every member to succeed while leaders model accountability at all levels. We’ll address how effective advocacy involves identifying root causes, removing barriers, and fostering transparency to enhance communication. Attendees will leave equipped to cultivate a culture of accountability that engages and supports everyone in the organization.

Lunch

Innovative Recruiting and Staffing: Building a Resilient Workforce through Emotional Dynamics

Presenter: Jennifer Schwartz, MLS, CPM

This presentation will focus on understanding the dynamics in 9-1-1 centers which are the real cause of employee disengagement, burnout and attrition.

Recruitment by Design

Panelists: Melissa Alterio, CPE, Director, Cobb 9-1-1, GA; Betty Wafer, retired Dallas PD 911 Manager; Desiree Y. Arnold, Executive Director, Atlanta Police Department, E911 Communications; Tipi Brookins, Chief of Staff, Office of Unified Communications

Hear from leaders who have entered into partnerships with high school, post-secondary and other recruitment pathways into the 9-1-1 industry.

APCO Career Instructor Program Overview

Presenter: John Brady, Ed.D., Director of APCO Institute

APCO’s Career Instructor Program (CIP) is a new APCO International initiative designed to help address the nationwide staffing shortages facing emergency communication centers. A key element of CIP is the creation of a pathway to allow state or locally-certified instructors to teach secondary and post-secondary students the APCO Public Safety Telecommunicator 1, 7th Ed, course. The program’s overarching goal is to provide prospective public safety telecommunicators with an industry-recognized credential to support their transition from the educational pipeline to the workforce. Session participants will be provided with CIP details and will learn how they can help to get the program started in their areas.

Break

Culture of Belonging

Panelists: Lynette Dawkins, HR Administrator, Nashville DEC; Tamara Bell RPL CPE, Managing Director, Southwest Regional Communications Center; Dru Clarke, Deputy Director, Fairfax County, VA Dept of Public Safety Communications; Tipi Brookins, Chief of Staff, Office of Unified Communications; JaCorey R. Glaude, ENP RPL, Training and Technology Consultant, Omni Public Safety Group

Hear from 9-1-1 leaders who are cultivating an inclusive work experience and expanding a historically homogenous culture into a culture with room for all

Lunch

Let the Journey Begin —
Face Your Fears, Identify the Opportunities and Transform Your Team.

Presenter: Dr. Kimberly Miller, Licensed Police & Public Safety Psychologist, Kimberly A. Miller & Associates, LLC

Dr. Miller will provide insight into the real reasons 9-1-1 centers have been struggling for years and provide a road map to help leaders take their teams from “surviving” to “thriving”.

Rebel Yell!

Panelists: Brad Flanagan, Director of PSAP Ambassadors, Prepared; Melissa Alterio, CPE, Director, Cobb 9-1-1, GA; Sarah Franz, Deputy Director of Operations, Aurora911; Dr. Kimberly Miller, Licensed Police & Public Safety Psychologist, Kimberly A. Miller & Associates, LLC; Dru Clarke, Deputy Director, Fairfax County, VA Dept of Public Safety Communications

Hear from leaders about the challenges of leading successful culture change, the tactics they used to prevent and navigate resistance, and how to prepare to successfully lead your center into a new age without fear.

APCO Strategies and Resources to Address ECC Staffing Shortages

Presenter: Megan Bixler, RPL, CPE, Senior Technology Strategist, APCO International

This presentation will explore resources and strategies to address the critical staffing shortages in emergency communications. It will cover available tools, resources, and best practices from APCO that can help to mitigate the consequences of personnel shortages.

Break

The 9-1-1 Professional of the Future

Panelists: Brad Flanagan, Director of PSAP Ambassadors, Prepared; Tina Buneta, CPE, ENP, RPL, Director of Aurora911, City of Aurora; Stephen Martini, RPL, CPE, APCO President and Director Metro Nashville Department of Emergency Communications; Dru Clarke, Deputy Director, Fairfax County, VA Dept of Public Safety Communications

Learn about the changing skillsets and requirements of the Next Generation 9-1-1 professional and how to prepare your ECC for success

Concluding Remarks

APCO President Stephen Martini, RPL, CPE
Director, Metro Nashville Department of Emergency Communications

Adjourn