2017 TELECOMMUNICATOR TRAINING SYMPOSIUM

Welcome to the 5th Annual Telecommunicator Training Symposium! SYMPOSIUM VOLUNTEERS Jeryl Anderson, RPL Orange County Emergency Services

Grayson Gusa, RPL Davie County 911 Communications

Janet King

Randolph County Emergency Service

Lori Laughlin

City of High Point Communications

Farrah McKoy UNC Public Safety

Beth Smith

City of High Point Communications

Randy Surratt

City of High Point Communications (Retired)

Tammy Watson, RPL Pineville Police Department

James Wilson

Gaston County Police Department

When you register you will receive an Attendance Check In Sheet. Be sure to take this with you and get stamped in all education sessions you attend, then turn in your sheet along with your Symposium Survey at the Registration Desk and you will receive your Certificate by email.

We are glad that you have chosen to come and participate in this training event! Thank you for supporting North Carolina APCO and its effort to provide you with cost effective, high quality training and networking opportunities. Over the next two and a half days, please take advantage of the training that is being provided. We also encourage you to participate in our night time networking activities. This is YOUR training event, so please do not hesitate to give us feedback and if we can be of service to you, let us know! If you need assistant or need to reach the Symposium Staff at any time, please call or text 336-405-8158 or email [email protected].

In an effort to be environmentally conscious and reduce paper, most presentations that are not copyright or considered sensitive will be posted to the Symposium website at www.tcsymposium.org. Thank you for your continued support and for the job that you do daily to help protect the lives and property across North Carolina. This week we salute you and wish you all a Happy National PublicSafety Telecommunicator Week!

Your 2017 Symposium Coordinators

Jeryl Anderson, RPL

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Tammy Watson, RPL

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Grayson Gusa, RPL

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James Wilson

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About us... Founded in 1962, and celebrating our 55th Anniversary in 2017, the North Carolina Chapter of APCO is affiliated with the Association of Public-Safety Communications Officials International. APCO is the world’s largest organization of public safety communications professionals. The mission of our Chapter is to enhance the overall image of public safety communications. Our mission will be accomplished by actively recruiting new members, and retaining current members, furthermore encompassing the most current training and technologies available. The Chapter will encourage member participation by seeking qualified persons to hold positions of leadership, and urging active involvement in Chapter activities by all members. If you’d like to learn more, visit our website at www.ncapco.org! Also follow us on Facebook and Twitter for the latest updates.

2016-2017 North Carolina APCO Chapter Officers IMMEDIATE PAST PRESIDENT

Rick Thomas, RPL, ENP Apex Police Department PRESIDENT

SECRETARY

REGIONAL AMBASSADORS

Raleigh-Wake 911

Gates County 911

Judy Capparelli

Herman Weiss

Tammy Watson, RPL, ENP

FIRST VICE PRESIDENT

COMMERCIAL ADVISOR MEMBER

Guilford Metro 911

Carolina Recording Systems

Orange County Emergency Services

Melanie Neal

Richard Batchelor

TREASURER

Jeryl Anderson, RPL, ENP

Raleigh-Wake 911

Pineville Police Department

Tracy Trogdon

Fayetteville Police Department

Derrick Duggins

Janet King

SECOND VICE PRESIDENT

PUBLIC INFORMATION OFFICER

Person County Emergency Services

Davie County 911 Communications

Brett Wrenn

EXECUTIVE COUNCIL

Randolph County Emergency Services

Grayson Gusa, RPL HISTORIAN

Frank Thomason

Rowan County Emergency Services

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Tammy Aldridge

Randy Surratt

(Retired) High Point Communications

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Ray Gilleland

Cabarrus County Sheriff’s Office

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Rutherford County Sheriff’s Office

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VENUE MAP

DoubleTree by Hilton Greensboro 3030 Gate City Blvd | Greensboro, NC 27403

Symposium T-Shirts For Sale We are pleased to offer 2017 Telecommunicator Training Symposium T-Shirts for sale at the Registration Desk. Shirts are $20 each.

Limited colors and sizes are available on a first come, first serve basis. R I S E .

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SYMPOSIUM SCHEDULE Sunday, April 9, 2017 7:30am-11:30am

Attendee Registration Desk Open

8:00am-12:00pm

"Am I Just A Dispatcher?"

Salon E

Tony Harrison, Public Safety Group

8:00am-12:00pm

Sheriff Standards In-Service: "Improving Decision Making Skills"

Salon G

James Wilson, Gaston County Police Dept

12:00pm-1:00pm

Lunch (On Your Own)

1:00pm-5:00pm

Attendee Registration Desk Open

1:00pm-5:00pm

"Human Trafficking Awareness for Telecommunicators"

Salon E

Crystal McDuffie, APCO International

1:00pm-5:00pm

Sheriff Standards In-Service: "Post Critical Incident Stress Management"

Salon G

James Wilson, Gaston County Police Dept

6:00pm-9:00pm

Sunday Night Networking and Welcome Reception

Salon C

Monday, April 10, 2017 7:00am-9:00am

Attendee Registration Desk Open

8:00am-9:00am

"What Happens In Comm Stays in Comm"

Salon E

Matthew Wall, Guilford-Metro 911

8:00am-9:00am

"LoJack and the Telecommunicator"

Salon F

Henry Beck, LoJack

8:00am-9:00am

"Being an Efficient CTO"

Salon G

Austin Allgood, New Hanover County Emergency Services

WELCOME RECEPTION All Symposium attendees are invited to network, exchange ideas and socialize with fellow public-safety communications professionals from throughout the state during the Welcome Reception in Salon C.

SUNDAY, APRIL 9 | 6PM-9PM R I S E .

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SYMPOSIUM SCHEDULE Monday, April 10, 2017 (Continued) 9:15am-10:15am Salon E 9:15am-10:15am

"Dead Tired" Connie Gartin, NC Highway Patrol (Raleigh)

"What Will Be Your Legacy?"

Salon F

Karen Smith, Cary Police Dept

9:15am-10:15am

"Being an Efficient CTO"

Salon G

Austin Allgood, New Hanover County Emergency Services

10:15am-10:30am

Morning Break

10:30am-11:30am

"Voices In The Dark…. Do I Matter?"

Salon E 10:30am-11:30am Salon F 10:30am-11:30am Salon G

Janet King, Randolph County Emergency Services

"Ten Principles of Leadership" David Dodd, North Carolina 911 Board

"NC Highway Patrol - We Are In This Together!" Cedric Thomas, NC Highway Patrol (Salisbury)

11:30am-1:00pm

Lunch (On Your Own)

1:00pm-5:00pm

Attendee Registration Desk Open

1:00pm-2:00pm

"Telecommunicator Stress: Recognition, Reaction and Retention"

Salon E

Stephanie Connor, Surry County 911

1:00pm-2:00pm

"From Dispatcher to Director"

Salon F 1:00pm-2:00pm Salon G

David Dodd, North Carolina 911 Board

"Dead Tired" Connie Gartin, NC Highway Patrol (Raleigh)

2:00pm-2:30pm

Afternoon Break

2:30pm-5:00pm

"Stess Encounters in the Life of a Telecommunicator"

Salon E/F 2:30pm-5:00pm Salon D 7:00pm-12:00pm Salon C

Rachel Oberhauser, Homeland Security Solutions

"911 Social Media" Crystal McDuffie, APCO International

Monday Night Networking Event

Tuesday, April 11, 2017 7:30am-11:30am

Attendee Registration Desk Open

9:00am-11:30am

"Mentoring… It's Not for Everyone"

Salon E

Donna Estes, UNC-Greensboro Police Dept

9:00am-11:30am

"You Can't Say That! Liability Issues for Telecommunicators"

Salon F/G

Connie Gartin, NC Highway Patrol (Raleigh)

12:00pm-1:30pm Salon D

Closing Lunch Banquet R I S E .

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COURSE DESCRIPTIONS “911 Social Media” Crystal McDuffie This presentation will explore the various types of social media and how social networking can lead to exciting people, places and things, but it can also lead to the unemployment line. We will discuss the pros and cons of social networking, and the impact it can have on the emergency communications center. “Am I Just A Dispatcher?” Tony Harrison This motivational session will take an in-depth look at the job you do every day. The class is designed to motivate the new and the veteran telecommunicator and discusses such topics as professionalism, respect, teamwork, the future of 9-1-1, dealing with negative attitudes, and being the best. This is one class that every telecommunicator should attend. “Being an Efficient CTO” Austin Allgood This lecture will be about how to become a more effective Communications Training Officer for your agency. Topics to be covered will include: Performance based training, Preparing Motivating and Communicating with your trainee, Training the Adult Learner, Evaluating Performance and Documentation. The material covered is current training material that is implemented and approved by APCO. “Dead Tired” Connie Gartin Don't remember driving home this morning? Have to roll down your windows hoping the cold air will keep you awake while you drive home? And how about when the mailboxes are jumping out in front of you? Fatigue not only makes driving treacherous, but can have a negative impact on your job performance - and the safety of those you're there to protect. “From Dispatcher to Director” David Dodd The goal of today's session is to assist line telecommunicators and first line supervisors in preparing for career advancement. Topics include planning and goal setting, resumes and interviews, and day one "must knows" for a new position. “Human Trafficking Awareness for Telecommunicators” Crystal McDuffie This course will help bring awareness of Human Trafficking in North Carolina and will provide techniques to assist Telecommunicators in recognizing Human Trafficking situations. “Improving Decision Making Skills” (Sheriff Standards In-Service) James Wilson To provide an understanding of the importance of experience, training, and knowledge in making critical R I S E .

decisions. Along the way, the impact stress has on the body and techniques to de-escalate will be discussed. Methods of improving decision-making skills at the individual, group, and collective community level will be explored. Those of us who think of decisions as events rather than processes have historically failed to effectively manage critical incidents. Whether a rapid or more deliberate decision needs to be made, we must prepare for the worst and hope for the best. Applicable experience, effective training, and relevant knowledge are the essential building blocks of good decision-making. Mental preparation and situational awareness are essential qualities officers must possess in order to respond effectively to situations that are both dangerous and rapidly evolving. “LoJack and the Telecommunicator” Henry Beck This course will explain what the LoJack system is and how it works. Additionally we will explain the roles that the Telecommunicators play in utilizing the LoJack System, with information on how to properly enter stolen vehicle files to activate the LoJack system and how to run the LoJack Reply Code in NCIC. Finally, this session will explain what the Telecommunicator should expect from the LoJack Law Enforcement liaison. “Mentoring… It’s Not for Everyone” Donna Estes What does it mean to be a mentor? A mentor is an individual who is able to help and/or provide guidance to another person. This guidance is done without the expectation of personal or monetary gain. Mentoring is one of the oldest forms of influence and knowledge sharing. It began with the Ancient Greeks. In Greek mythology, Mentor was a loyal friend and adviser to Ulysses, king of Ithaca. Mentor served as teacher and overseer for Ulysses’ son while Ulysses was away fighting the Trojan War. “NC Highway Patrol – We Are In This Together” Cedric Thomas In my presentation I will provide attending agencies a basic overview of our organization and the types of calls and the types we do not handle. I will also provide an overview for agencies requesting our helicopter and also the other divisions within the Highway Patrol such as Interdiction, Motor Carrier Enforcement, Accident Reconstruction and the Caisson Unit. The presentation will also include an overview of the 5 Communication Centers that dispatch all 100 counties in NC. Also information regarding request for our Members Assistance Team (MAT) for Critical Incidents such as officer involved shootings and multiple fatalities. “Post Critical Incident Stress Management” James Wilson To provide post critical incident stress management information to criminal justice professionals. This training details the potential psychological distress emergency responders can experience after a trauma or critical

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COURSE DESCRIPTIONS incident. The session will address the physical, cognitive, emotional, behavioral, and spiritual reactions that could surface after a trauma or critical incident. The session will identify crisis intervention as a helping process which targets the responder’s reaction to the incident. “Stress Encounters in the Life of a Telecommunicator” Rachel Oberhauser The objectives of this course are to help Telecommunicators define traumatic events, respond to abnormal situations, learn certain stress indicators, and the importance of how to handle traumatic events properly. “Telecommunicator Stress: Recognition, Reaction, and Retention” Stephanie Conner Telecommunicator Stress is a very serious concern. This session will focus on recognizing stressors on the job, stressors in the Telecommunicator and how the Telecommunicator and Manager should react to and prevent stress. The presentation will also focus on how to have a healthier career while retaining Telecommunicators. “Ten Principles of Leadership” David Dodd Assigning attributes and/or characteristics to each letter of the word leadership form a lesson on what constitutes leadership. This presentation provides easy to digest lessons on the true face of leadership in our profession, and they are applicable to all facets of pubic safety. “Voices In The Dark… Do I Matter?” Janet King This presentation will cover the understanding of how the Telecommunicator can become frustrated about not being recognized by the public, management, field personnel, etc... To help understand that the very profession that we

work in each tour of duty is exactly our problem, Communications. Telecommunicators will have the opportunity to give their input on how they feel working as a Telecommunicator, share information about successes and how their success was recognized. Telecommunicators can share frustrations and be given insight that just may be what they are frustrated about and could be easily understood just by communicating with others that make decisions at their agency. Participants will leave knowing that their Voices in the Dark,, DO MATTER, WILL ALWAYS MATTER and to ALWAYS know the Voices in the Dark are the first FIRST RESPONDERS. We Do Matter!! “What Happens in Comm, Stays in Comm” Matthew Wall An open panel discussion of the day-to-day things we face as telecommunicators and how to rise above them. A look at stress management and the importance of separating work from family. “What Will Be Your Legacy?” Karen Smith How will your people see you? What are your values? How do you lead (not necessarily as a supervisor)? What do you represent? Will they remember you when you are retired? This session will help the Telecommunicator to better cultivate and determine the legacy that they will leave behind. “You Can’t Say That! Liability Issues for Telecommunicators” Connie Gartin Most of us try to do the right thing. We try to say the right thing. But one mistake can cost you everything - your job, your house, your car, your money. We'll discuss real-life examples of legal issues and how you can protect yourself from a Civil Liability Lawsuit.

MONDAY NIGHT NETWORKING EVENT BINGO

Networking

Popcorn

Live DJ

Door Prizes

Karaoke

MONDAY, APRIL 10 | 7PM-12AM R I S E .

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ABOUT THE SPEAKERS AND STAFF Austin Allgood

Supervisor, Assistant Director and was

New Hanover County 911

Mr. Allgood currently serves as a supervisor with New Hanover County 911/ Emergency Management. Joining his five years of service with New Hanover County, he has experience serving as a law enforcement officer with the North Topsail Beach Police Department, and also has history of four years of service in the United States Army. He is a certified Communications Training Officer instructor through APCO and has recently began work on obtaining his Registered Public-Safety Leader Certification.

Jeryl Anderson

Orange County Emergency Services

Mrs. Anderson has served as a Telecommunicator for over 25 years and currently works for Orange County Emergency Services, and owns her own training company (JBEST Training and Consultants, LLC) and is an active Adjunct Instructor for the APCO Institute. She has been a certified instructor since the 1990’s and has vast experience in classroom presentation to include, but not limited to, curriculum and testing development. Jeryl is an experienced online instructor, conference speaker and event coordinator. She has her ENP Certification through NENA and her RPL Certification through APCO. Jeryl also serves as the President of the North Carolina Chapter of APCO.

David Dodd

North Carolina 911 Board

Mr. Dodd is currently the PSAP Liaison with the NC 911 Board. Prior to this position he spent 35 years at the Cleveland County 911 Center, serving as Director for 7 years. David is a Past President of the NC APCO Chapter, and holds both ENP and RPL certifications. David is a national Adjunct Instructor with the APCO Institute.

Donna Estes

UNC-Greensboro Police Department

Mrs. Estes currently serves as the Communications Supervisor for the University of North Carolina – Greensboro Police Department. She has served in her current role since 2011, before that she served as a Telecommunicator, CTO, Supervisor and Operations Manager with Guilford Metro 911 for 31 years. Mrs. Estes has served as past Chapter President of North Carolina APCO and has her BA in Biology and minor in Psychology.

Connie Gartin

NC Highway Patrol Communications (Raleigh)

Henry Beck

LoJack Corporation

Mr. Beck retired as a sergeant of the Auto Crimes Unit of the Spartanburg County Sheriff’s Office in South Carolina. He has over 22 years of law enforcement experience and became the Law Enforcement Liaison for North Carolina and South Carolina with LoJack in September 2016. In his role, Mr. Beck’s mission is to provide assistance to law enforcement agencies to ensure that the LoJack Stolen Vehicle Recovery Network is activated to facilitate the recovery of stolen LoJack equipped vehicles.

Stephanie Conner

Surry County Emergency Services

named the Director in 2014. Mrs. Connor earned her Emergency Number Professional Certification in 2014 and her Registered Public-Safety Leader Certification in 2016. Her goal is to enrich her staff and prolong their careers by promoting good Telecommunicator health. She is married with two children who constantly keep her moving with sports and gymnastics.

Mrs. Connor began her career in 911 Communications in 1999 with the Twin County 911 Communications Center in Galax, Virginia. After working there for a year, she began her service with the Surry County 911 Communications Center in 2000. In her time with Surry County she has served as a Telecommunicator, Shift

Ms. Gartin is from Sanford, in Lee County, North Carolina. She has served with the North Carolina Highway Patrol since February 1992. Currently she is a Communications Shift Supervisor, the Highway Patrol’s Communications Training Officer Coordinator and Lead Instructor, and a part of the Member Assistance Team for peer counseling.

Grayson Gusa

Davie County 911 Communications

Mr. Gusa is from Salisbury and has been involved in publicsafety communications since 2002, currently he serves as the Training Supervisor for Davie County 911 Communications. Grayson also serves on the North Carolina 911 Board Education Committee and Training Standards Subcommittee. The 2010 North Carolina APCO President’s Award recipient and 2014 North Carolina APCO Craig Moser Award recipient, Grayson currently serves as the Public Information Officer for the

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Chapter. He became a Registered PublicSafety Leader (RPL) in 2012 and is also a certified BLS Instructor through the American Heart Association. This year he also serves as one of the co-coordinators for the Telecommunicator Training Symposium.

Tony Harrison

The Public Safety Group

Mr. Harrison has spent more than twentyfive years in communications, working in small centers to major metropolitan communications centers. He is a Certified Emergency Number Professional, has a BA in Criminal Justice and a MA in Political Science and Urban Affairs. During his time in the communications center he has served as a Call Taker, Dispatcher, Communications Training Officer and Communications Training Coordinator. He was also a Communications Supervisor for 6 years. Tony has been awarded numerous letters of commendations during his service for his professionalism and attention to duty during an officer involved shooting, the federal building bombing and service on numerous department boards. Tony was the on-duty shift supervisor during the bombing of the Alfred P. Murrah federal building in Oklahoma City in April 1995 when 168 people were killed during the largest domestic terrorist event in US history. Tony served as a reserve Deputy Sheriff for the Canadian County Sheriff's Office in Oklahoma for more than 20 years and retired at the rank of Captain. This gives him a very unique insight into BOTH sides of the radio - the needs of the officer on the ground and the demands on communication personnel. During his service he was awarded the Medal of Valor for his involvement during a fatal officer involved shooting of a homicide, kidnapping and rape suspect. Tony has been active in both APCO and NENA serving as a state chapter president and numerous committees at a national level including the Professional Development Committee, Project 35, project 37, Homeland Security Task Force, policies, procedures & training committee and currently serve on the Commercial Advisor Council.

Janet King

Randolph County Emergency Services

Mrs. King has over twenty years of experience in public-safety and currently serves as a Shift Lieutenant with Randolph

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ABOUT THE SPEAKERS AND STAFF County Emergency Services. There she serves as a Certified Communications Training Officer and is an active member of the Randolph County Emergency Services training team. Janet volunteered with Seagrove Fire Department and retired from the fire service after 21 years of volunteer service. Janet also currently serves on the North Carolina APCO Executive Board as a Regional Ambassador, NC APCO ProCHRT Chairperson, NC APCO Compassionate Care Chairperson and has previously served on the North Carolina NENA Executive Board. Janet worked several years in the Randolph County School System before making a lateral move into the 9-1-1 Telecommunicator position with Randolph County Emergency Service. Janet will tell you, "My calling and purpose in life is to serve as a 9-1-1 Telecommunicator, this is truly my niche in life, my path that God has blessed me with, I am grateful to be one of the chosen ones that can help others during their crisis."

Crystal McDuffie APCO International

Mrs McDuffie is the Communications Center and 9-1-1 Services Manager for APCO International. Her responsibilities include support of APCO Standards Development. Crystal has served as an EMT-Paramedic and is an emergency services instructor at Wake Technical Community College. She is a graduate of North Carolina Wesleyan College with a Bachelor’s Degree in Justice Studies. She has been active in the North Carolina Chapter of APCO and has coordinated the educational programs for state and regional conferences.

Rachel Oberhauser

Homeland Security Solutions, Inc.

Mrs. Oberhauser has been a Telecommunicator for 10 years and currently works for Homeland Security

Solutions, Inc. as the Project Manager for Training and Certification of Emergency Dispatchers. Rachel has been a certified APCO instructor for the past four and a half years and has trained Military Police Emergency Dispatchers at Marine Corps installations all over the U.S. and Japan, including Army, Navy, and Air Force. She continues to provide support and training to the military installations in an effort to implement a standard of training that meets the requirements of civilian agencies. Rachel enjoys spending time with her husband, who recently retired from the Marine Corps as a Military Police officer, and their two sons that always keep her motivated to do her best.

Karen Smith

Cary Police Department

Mrs. Smith has been employed with the Cary Police Department for 22.5 years prior to that she worked for Lee County Sheriff's Office for 3 1/2 years. She is a Communications Training Officer for her agency and has been instructor certified for over 18 years. Karen is also an instructor for Sheriffs Training and Standards Basic Telecommunicator Course.

Cedric Thomas

NC Highway Patrol Communications (Salisbury)

Mr. Thomas has been employed by the North Carolina Highway Patrol for 16 years and currently serves as a Shift Supervisor in the Troop E Communications Center in Salisbury. He has a Master’s Degree in Criminal Justice and is also a certified General Instructor and has been awarded his Advanced Telecommunicator Certificate. Mr. Thomas serves on the Critical Incident Stress Management Team and on the Highway Patrol Colonel’s Advisory Board.

Matthew Wall

Guilford Metro 911

Mr. Wall has served as a Telecommunicator with Guilford Metro 911 since April 2012, where he currently serves as a Master Telecommunicator and Communications Training Officer. Prior to his service in communications, he has served in the field with fire and EMS and is also working on a new community outreach program involving all publicsafety agencies within Guilford County.

Tammy Watson

Pineville Police Department

Mrs. Watson holds a Bachelor of Science degree in Computer Science with a minor in Business and Marketing. She is currently the Communications Director for the Pineville Police Department, where she has been employed for over 20 years. Tammy is a certified instructor through the NC Criminal Justice and Training Standards Commission and a Local Agency Instructor for the SBI. She is a current member of both APCO and NENA and has earned the certifications of Emergency Number Professional and Registered Public-Safety Leader. In her free time, she is a volunteer Girl Scout Troop Leader.

James Wilson

Gaston County Police Department

Mr. Wilson is a Communications Supervisor with Gaston County Police Department, where he has been employed for 10 years. He has been part of the Symposium Team since 2011.

Indicates Symposium Coordinator

September 10-13, 2017 | Cherokee, NC Mark your calendars now for the North Carolina Chapters of APCO and NENA 2017 NC Public-Safety Communications Conference, September 10-13 at the Harrah’s Cherokee Resort. Registration will open by June.

Visit www.nc911conference.com for the latest information! R I S E .

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