Be the Difference - Day Three Schedule


More information, including speaker bios, downloadable schedule, will be available shortly.  

All Times Eastern

Thursday, February 11, 2021

8:00-8:30 am
Vendor Session TBD
  More information coming soon.

8:45-9:15 am
YOU are the Difference…A Walk with Steve Steve Souder

Steve Souder, Vice Chair, Maryland 9-1-1 Commission, Member of the Maryland 9-1-1 Board, and Vice Chair, Denise Amber Lee Foundation, will take you on a walk through his 66 years in Public Safety. Steve will reinforce how much EVERY 9-1-1 Professional, is a true “First-First Responder” making a HUGE difference in people’s lives every single day.



9:30-10:30 am
Don’t settle! The importance of happiness in the workplace
Jeremy DeMar

You’ve likely heard the phrase “Life is too short”. While the message is absolutely applicable in our personal lives, with the amount of time we spend at the office, its equally important to find a comfortable and professionally run organization to work for. This session speaks to the importance of a happy and healthy work environment and explains why settling for anything less could be detrimental on a personal and professional level. 



10:45-11:45 am
Respecting Those You Protect Chris Thompson

Every 9-1-1 Professional has experienced the moment when they say, “Did I just say that to a caller?”. Burnout, compassion fatigue, staffing levels/mandatory overtime, are just some of the factors that begin to play into poor attitudes. The collateral damage of poor attitudes is poor customer service.  In this session, Chris Thompson will discuss pathways to help your center start to weed out the negative culture and move into a new normal.


12:00-1:00 pm
Understanding the 9-1-1 Saves Act Leslie Whitham
  The 911 Saves Act is a huge leap up the public safety professional ladder, but what does it really mean?  As Emergency Communications Specialists and public safety professionals, we are often the unsung heroes behind many life-saving or crime-fighting events.  While none of us are in this job for the accolades or adoration, it's still important for us to be recognized when great things happen as a result of our hard work.  We'll spend some time talking about recent success stories, as well as how we can all recognize each other.   We'll also talk about how important it is to recognize the enormous responsibility each of us has to each other and to the people we serve, both inside and outside our Communications Centers. 

1:15-2:15 pm
Your Name is ROOKIE Until I Say Otherwise  Josh Fonseca

Imagine it's your first day at your new job, you get out of your car and you’re cautiously walking up to the front entrance, you ring the bell and state who you are and why you’re there. They buzz you in and you walk down to the training room and sit in anticipation of what the future holds for you.  Then the new trainer walks in and says let's go take a tour and introduce you. You’re eager to see the new people and new faces and can’t wait to work alongside of them. Thinking this you muster up the courage to go introduce yourself to someone and the first reaction you get is, I don’t talk to rookies....This session will focus on getting rid of the negativity and highlight some positives “rookies” can have on you and your center.  With the right attitude you can encourage these individuals and learn from them while teaching them at the same time.


2:30-3:30 pm

9-1-1: What’s Our Emergency? Diagnosing A Struggling Occupation Serving A Neglected System
Capt. Kevin Haight
  This presentation is an overview of Capt. Haight's Master's degree thesis completed through Naval Postgraduate School's Center for Homeland Defense and Security. The thesis seeks to answer this research question: How could the nation's 9-1-1 system—specifically its Emergency Communications Officer (ECO) occupation—evolve to address problems and maximize advantages to public safety and homeland security? It reviews OMB's refusal to reclassify the occupation and dismantles their argument, and highlights other areas and reasons for further professionalization and standardization policy. 

 3:45-4:45 pm
Within the Trenches Presents - Imagine Listening & Open Mic Ricardo Martinez
  On August 24, 2016 the #IAM911 movement was born. Thousands of dispatch stories have been shared. In this session, dispatchers will get the chance to read their own stories to the attendees or they may write them down and have them read for them. This will be a live audience podcast episode that will be shared to listeners around the world. The first half known as Imagine Listening will be emotional but the second half of this session, “Open Mic”, will be full of laughter as we share outrageous bloopers from our individual 9-1-1 experience. Attend, join the movement and share a story… 

5:00-6:00 pm
Bad Apple Syndrome: Harnessing the power of Infectious Behavior in your ECC Matt Grogan
  Inside our centers we are acutely aware, now more than ever, how our personal choices can infect the workplace. While we hyper-focus on our physical well being, there is another infection that can be just as deadly to a center's behavior. During this session we discuss the role of infectious behavior inside the 9-1-1 center and how we can harness its power to effect positive change, one person at a time. 

6:15-7:15 pm
 Facebook LIVE Wrap-up  Ricardo Martinez
Nathan Lee
 Facebook LIVE Wrap-up Party with Nathan & Ricardo

Day 1 Schedule

Day 2 Schedule


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