Be the Difference - Day Two Schedule


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


All Times Eastern

Wednesday, February 10, 2021

8:00-8:30 am
Vendor Session TBD
  More Information Coming Soon

8:45-9:15 am
Being the “Unspoken” Leader For Your Agency’s Leadership Melanie Neal
  Are you an unspoken leader in your agency? Do team members trust you when they have concerns? Every agency needs these type of leaders, because it builds trust among the ranks. Leadership is not about a title and someone doesn’t need to have a title to be a leader. Leadership teams should always allow “unspoken” leaders to help with morale and team building, while listening to what they have to offer to the leadership team. Learn how to find those employees that are interested in being unspoken leaders in the agency. You are fostering their progression to leadership team positions.

9:30-10:30 am
Dispatching During Civil Unrest Doug Showalter 
  Over the years there’s been varying degrees of social unrest, some impacting our workplaces including police stations, and other public safety facilities, even our Communications Centers. If you’ve never prepared for an assault on your center, you should add it to your Emergency Operations Plan immediately. Considering the overall safety of your center is critical to providing continued communications throughout difficult or challenging times. However, security of a facility is no more important than providing a safe and secure environment for your employees. The increased stressors of those coming in or leaving work or those at work, is tremendous and the conversation should be started on how to prepare themselves for these difficult events. It’s about time we all prepared for the possibility of challenging social unrest.

10:45-11:45 am
TERT - Preparing for Communication Center Deployments Natalia Duran

The importance of understanding the role of a TERT Member deploying to assist a Communication Center is the key factor in completing an authorized mission successfully. During disaster preparations, Communication Centers have a responsibility in disaster response and recovery in their agencies. Preparing your TERT Member to be familiar with what to expect and address deployment issues they may encounter as a telecommunicator or team leader, is paramount in assisting a 911 PSAP who may request a TERT TEAM. This class is designed to enhance what we have learned on line with the TERT Basic (IS 144) and Team Leader (IS 1200-optional)) courses that are required to be part of a Telecommunicator Emergency Response Team. In addition, this course will provide TERT members with information on overall emergency management and our role in completing the required deployment forms.


12:00-1:00 pm
Vendor Sessions TBD
More information coming soon.

1:15-2:15 pm
Man in the Mirror
Sheila Hanna
  Change is going to happen in your life. It probably has a few times already. Was it a good change or a bad change? Did your agency get a new CAD system, and you think the old one was just fine? Did your agency hire a new employee, and you feel she just doesn’t fit into the dispatch family? After ten years of dispatching calls, your agency mandates basic training. Change does not have to be bad. How you accept change is the difference. Come into this session and look at the man in the mirror. 

2:30-3:30 pm

Training & Quality Assurance; Happy Marriage? 

Travis DeVore

When was the last time your training manual was reviewed or updated? Is your Policy & Procedure manual dusty? Do you have a Quality Assurance Program? These three components are vital to smooth operation of you communication center. In this session, Travis will lay out a game plan for your center to do a self evaluation/deep dive audit to determine if their are areas for improvement. Too often, training, QA/QI, and Policy/Procedure are not aligned and causing many challenges in your center and ultimately can lead to devastating outcomes. Travis will help you take a proactive approach to help minimize the risk for your center.


 3:45-4:45 pm

Creating a Culture of Independent, Accountable Professionals in the ECC

Steve Martini

The most important resource in the Emergency Communications Center is the individual. Whether under the headset, supporting the shift, training tomorrow’s leaders, ensuring quality assurance, developing technology solutions or administering finances, the people at our respective places are the power behind our processes.  In this session, we will discuss leadership lessons specific to shaping a culture encouraging each team member to identify and get caught up in their talents.


5:00-6:00 pm
YOU *Are* the Difference
Tanya Lee
  This presentation is designed to inspire and renew your fire and passion for what you do.  We will focus on the impact you make every time you answer the call as I take you through the other side of life being married to the husband of Denise Amber Lee and the ripple effect after the night she was taken.  We will focus on what you can do to help take care of YOU while experiencing nightmare after nightmare every shift you work and also how ultimately YOU are the difference every time you answer the phone. 

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 3 Schedule


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