New Jersey NENA 2014 Conference

Education / Training Agenda


Pre Conference Workshops



Tuesday, April 22, 2014



Quality Assurance – “Plan – Do – Check – Act!”



This workshop will provide attendees with an overview of the Quality Assurance / Quality Management of an Emergency Communications Center.  It will cover researching key elements in the operation and how to identify trends.  Attendees will research and create metrics and resources to establish benchmarks.  During the session, attendees will create tools to collect data, measure and report performance.  In addition, attendees will be provided with concepts and research to provide initial, remedial and ongoing education.  All of these elements are needed for a Total Quality Management System.



This will be a hands-on workshop and attendees must be willing to participate.



Speakers: Albert J. McNally Jr., Communications Manager






Achieving Accreditation for the Communications Center



Speakers: The Rodgers Group LLC – PO Box 831 Island, Heights, New Jersey 08732  (732) 279-6657



New Jersey NENA 2014 Conference

Education / Training Agenda



Keynote: Give In…Give Up...or Give It Your All!

From the days of the police academy, law enforcement officers are taught to be “at the ready” at any given place and time – complacency is the enemy.


This seminar will explore the story of one man whose attempt at rest and relaxation nearly cost him his life.  Drive, determination, and the will to live propelled him through this traumatic event.  An in-depth discussion of this incident, coupled with the lessons learned there from, is certain to bring even the most seasoned cop to the edge of his seat.


John Casper


After attending the New Jersey State Police Academy in 1985, John Casper was assigned to the NJSP Marine Bureau.  John later transferred to the Palisades Interstate Parkway Police.  In 1989, he was hired by the Bergenfield Police Department, where he worked in the Uniform Patrol Division, Detective Bureau, and was a Patrol Supervisor.


During his career, John attended over 15 classes and seminars related to officer survival, traveling as far north as Springfield, MA for Smith & Wesson's Training Academy and as far south as Chantilly, VA for Heckler & Koch's Training Academy.  Such training would prove to be invaluable on the evening of May 14, 2008.


Sgt. John Casper retired in July of 2011 from the Bergenfield, NJ Police Department after completing 26 years in law enforcement.




Two Major NJ Fires (Operations & Communications)



Two major fires struck New Jersey and pose challenges to the agencies battling the blaze.  Fire agencies used new state of the art communications equipment to coordinate resources and operations.  This presentation will cover how this equipment was used to assist the County of Burlington with the Dietz & Watson Warehouse Fire and Ocean County with the major fire on the Boardwalk.


Speaker: William Kramer Jr.


Bill joined the State Fire Marshal’s Office of the New Jersey State Police in 1983 which eventually became the Division of Fire Safety in 1993.  Bill is also a 40 year member of a combination Fire Department in Burlington County where he currently serves as the Chief of Department.  Bill has numerous State and National certifications and earned a Certified Public Manager designation from Fairleigh Dickinson University in 1999.  Bill was appointed Acting Director/State Fire Marshal of the New Jersey Division of Fire Safety on March 1, 2011.  Prior to that Bill served as the Deputy Director, and Bureau Chief of both the Bureau of Fire Department Services and the Bureau of Fire Code Enforcement and has an authorized staff of approximately 100 uniformed and civilian employees and is charged with the administration and enforcement of the New Jersey’s Uniform Fire Safety Act.


New Jersey NENA 2014 Conference

Education / Training Agenda


Training Workshops



Next Generation QA: How to get ready now


There are few places where quality service matters more than emergency communications. PSAPs routinely review calls to ensure they’re meeting high service standards (a process known as Quality Assurance or QA). Today this involves voice calls. But as NG9-1-1 and public safety broadband come online, PSAPs will become the touch point for handling text-to-9-1-1, video and a whole lot of sensors and data. In this complex environment, QA will be even more essential for identifying and closing knowledge gaps. Compliance will be another growing challenge as standards such as CALEA, APCO P33, and future NENA standards on the horizon gain momentum. How will your PSAP meet the public’s high service expectations and in the midst of such wide-ranging changes? The answer is Next Generation QA. This presentation will explore what Next Gen QA is, how it works and what you need to do to get ready.


Speaker: Chris Gallahan


Chris Gallahan is Public Safety Manager for the Mid-Atlantic Region of NICE Systems. Having spent more than a decade in the voice recording industry, first with Dictaphone, now with NICE Systems, Chris has been involved in hundreds of successful recording solution implementations for 9-1-1 centers throughout the Eastern U.S. Chris has a wealth of experience and knowledge related to 9-1-1 center technologies and NG9-1-1 and is a frequent speaker at public safety conferences. He has presented at the combined New York State 911 Coordinators/Atlantic APCO conference, the New Jersey NENA Spring and Fall conferences, the APCO/NENA-SIEC Fall conference, and others.





Call Taker’s Roll – Active Shooter


On October 14, 2001, police officers from more than 5 Morris County municipalities responded to a report of a person shot and an active shooter.  After committing a murder, the shooter had contacted 9-1-1 via cell phone and was connected to the NJSP.  The NJSP then contacted the Morris County Communications Center, who was responsible for dispatching in the municipality where the incident was occurring.  The Call Takers did an excellent job obtaining information for the responding police officers, especially in light of the fact the information was being passed on second-hand.  After shooting at the police on scene, the suspect was ultimately shot and killed by police officers.  


Attendees will hear radio communications and some crime scene photos will be displayed from the event.


Speaker: Chief Christopher Wagner


Chief Christopher Wagner is the Chief of the Denville Township Police Department.  During his 23 years in the department he has served in all three divisions of the department.  In the patrol division he served as both a patrolman and a Shift Sergeant.  During his assignment in the detective division he was responsible for the investigation of juvenile offenses, evidence and criminal investigations.  In 1992, he was assigned as the first D.A.R.E. instructor in Denville and taught the entire K-5 curriculum for 5 years.  In 2003, he was promoted to the rank of Lieutenant and assigned to the administrative division, then the detective division where he was responsible for Internal Affairs Investigations.  


Chief Wagner is currently the 4th Vice President of the New Jersey State Association of Chiefs of Police and is the past president of the Morris County D.A.R.E. Officers, Juvenile Officers and Detective Associations and the Morris County Chiefs of Police Association.  He is also the Traffic Safety Chairman for the New Jersey State Association of Chiefs of Police.  He is a certified Police Academy Instructor, lecturing on various topics including Patrol Concepts, Courtroom Testimony and Morals and Ethics.

Only Public Safety Personnel will be admitted.




Next Generation 9-1-1: the Migration Process.


Moving from a legacy 9-1-1 system to a Next Generation 9-1-1 system – what steps are required, and which are optional? Do I replace my CPE first, or should I wait for the i3 network to be put in place?  What does “NextGen ready” really mean? These are a few of the questions troubling PSAP Directors, Administrators, and Managers today. This session will provide several options to consider when thinking about moving forward.



Speaker: Steven O’Connor ENP


Steve is a Past President of NENA - the 9-1-1 Association and is the Director of Government and Industry Relations for Synergem Technologies. He previously served as the Assistant Emergency Communications Manager for the West Palm Beach Police Department and as the Brevard County 9-1-1 System Manager. He retired as a Police Lieutenant after a 25-year career with the Vernon Township, New Jersey Police Department. A Summa Cum Laude graduate of Upsala College, he holds a Master’s Degree in Criminal Justice from Rutgers University and is a graduate of the 81st School of Police Staff and Command, Northwestern University.





“An update on SMS to 9-1-1 and how it is a stepping stone to NG9-1-1.”


This presentation includes information about E-Media, a new service offered by TeleCommunication Systems, Inc. (TCS), which adds important functionality (aggregation from any carrier to a single interface, enhanced transfer capabilities, enhanced reporting and more) to SMS 9-1-1 and forms a bridge to NG9-1-1.  TCS is the only company offering this service to carriers.  


See how texting to 9-1-1 is going to evolve in our daily operations.  How it will affect our ability to serve the citizens that use the service to summon aid in the time of an emergency.


Just remember when cell phones became popular.



Speaker: Robert K. Gojanovich, ENP


Bob (“Gojo”) Gojanovich has over 40 years of experience in telecommunications, including 25 years specializing in Public Safety Communications. As part of his 31-year career with Verizon, Bob successfully managed the New Jersey Enhanced 9-1-1 Network, a statewide system serving over 300 Public Safety Answering Points and nine million citizens, from its inception in 1989 through 2003.


After retiring from Verizon, Bob held consulting and sales positions. In June of 2010, Bob joined TCS and is responsible for developing NG9-1-1 sales opportunities for the northeastern US.


Mr. Gojanovich has been actively involved in the development of 9-1-1 technical standards at the national level since 1993. He chaired the Network Technical Committee for the National Emergency Number Association (NENA) for 10 years and remains a Strategic Advisor to NENA’s Development Steering Council. Bob also helped develop and deliver NENA’s NG9-1-1 tutorial. Among the NENA and Public Safety community at large, he is a frequent and respected presenter and subject matter expert.


Bob is one of the founding members of the New Jersey NENA Chapter. He was also the recipient of NENA’s William E. Stanton Lifetime Service Award in 2003 and is a member of the NENA Hall of Fame.



Telecommunications Best Practices for Missing and Abducted Children (TELMAC):

Online Training for Public Safety First Responders


This presentation is an overview of an online course that is designed to provide Public Safety Telecommunicators, Call-Takers and Dispatchers with the tools and training which promote swift and decisive response in the critical, early stages of incidents involving missing and abducted children. This online course may also be taken by sworn officers who work closely with telecommunications in the areas of NCIC and data management when such incidents occur.


The program will also present how Fox Valley Technical College can provide distance learning to attendees along with information to take back to their agency.



Speaker: Bonnie Davis


Bonnie Davis is a consultant with the AMBER Alert Training and Technical Assistance Program.  In that capacity, she coordinates distance learning, collaboration technologies and other web-based program initiatives.


Representing the AMBER Alert Training and Technical Assistance Program with Program Director Phil Keith, Ms. Davis serves on the Public Safety Telecommunications Best Practices Project which authored ANSI 1.101 Standard for Public Safety Telecommunicators When Responding to Calls of Missing, Abducted and Sexually Exploited Children.  Ms. Davis serves on the Executive Committee and as Chair of the Training Subcommittee for that project.  She is a lead trainer for the onsite delivery of the Project’s ‘Train the Trainer’ curriculum, and as such facilitates training of law enforcement and PSAP personnel in the area of call handling, intake and data management in cases of missing, abducted and sexually exploited children.


Ms. Davis was as a member of the Illinois State Police for over a decade and served as the Assistant Bureau Chief within the Division of Administration, Communications Services Bureau. In that role, she was responsible for administration, oversight and coordination of dispatch, data management, and emergency call-taking operations in central and downstate Illinois. She oversaw telecommunicator new hire training and certification; telecommunications critical incident planning and response; and radio telecommunications infrastructure and operational assessments. While with the ISP, Ms. Davis also served as a member of their training academy, working in adult education, training and professional development initiatives in law enforcement including competency-based programs, curriculum development, instructional design, authentic assessment methodologies, and team/group facilitation.






Out of Sight. Out of Mind. Out of Danger


Learn how Hosted SaaS can securely remove most of the backroom hassles from your agency, so you can focus on your tasks. Agencies from all sizes and budgets can immediately benefit from using hosted, cloud computing capabilities to maximize system availability and lower cost of ownership while maintaining the required security and integrity of your mission critical data.


This Next Generation platform offers unprecedented flexibility while leveraging secure, hardened hosting facilities to provide high-availability, fault tolerant infrastructure, and geo-diversity. As a cloud-based solution, Hosted SaaS eliminates the resource-intensive need for PSAPs to monitor, maintain and upgrade expensive hardware or software including Operating System, database or application updates and backups. The service manages this for you, so you can focus on your critical activities. Additionally, PSAPs benefit from the inherent geo-diversity of scalable peak computing, more cost-effective operation and a remote backup center solution. Your Call-Taking, Mapping and Dispatching software should work the way you do. SaaS makes these much more affordable while increasing your reliability through redundant, hardened facilities, infrastructure and communications.



Speaker:Craig Dollar


With over 30 years of combined experience in the telecommunications and public safety industries, Mr. Dollar possesses in-depth experience in all facets of public safety telecommunications including: Legacy and Next Generation 9-1-1 systems, dispatch systems, system integration, system operations, training, and customer support. Mr. Dollar founded Emergency CallWorks in 2006 and has been a regular supporter and frequent speaker for the NENA and APCO associations, serving on several advisory committees.





Demystifying NG911 “It’s as easy as 1, 2, 3”


Doctors, lawyers and engineers all have their own unique vocabulary that makes their work seem especially difficult to the average person. Those who write and speak about NG9-1-1 are no different. They talk in “code” about ECRF, ESInet, Location by Reference, PIF and so much more. And, those crazy diagrams – what does it all mean?


In this presentation you won’t become an expert in NG9-1-1, but the mystery will be stripped away and you will clearly see where we are going.


You won’t be afraid of Next Generation any more.



Speaker: Guy Churchouse


Guy Churchouse, Executive Vice President of Revcord, ENP (Emergency Number Professional), SSCA (SIP Certified) CCNA Voice (Cisco Certified Network Associate, Voice Specialization) and NCTE (Nortel Certified Technology Expert) has been deeply involved in the design, development and sales of digital voice loggers for some thirty years. Mr. Churchouse was a software architect and project manager for the first .NET voice logger. He is currently active in APCO and NENA and coordinates Revcord’s continued acceptance testing and software development for Next Generation 9-1-1. He is an active member of the NENA NG9-1-1 committees for voice/multimedia recording (ICE 8), PSAP Working Group, EIDD (Emergency Incident Data Document, Security (NGSec), Accessibility, and the Long Term Definition i3 Architecture Working Group. He has presented SIP and NG9-1-1 training classes and is the owner of the Linkedin NG9-1-1 Group of over 3,200 members. Mr. Churchouse holds Bachelor of Science and Juris Doctor Degrees.



Promoting Resilience: Surviving & Thriving through First Responder Stress


Stress in Emergency Services is well known to the personnel that we sent to these numerous emergines each and every day.  Critical Incident Stress among 9-1-1 Operators and Dispatchers sometime goes unnoticed far too easily.  Emergency responders don’t release that with the advent of 9-1-1, the front line of the emergency has moved right into the Communications Center.


This presentation will cover Ordinary and Extraordinary Stress, Menu of Coping Strategies, Building Resilience Skills, Supporting Those around Us, Reaching Out to Resources, Secrets from a Therapist's Couch, Preventing Negative Impacts of Stress and Critical Incident Stress Management.



Speaker: Francine M. Roberts, RN, Psy.D.


Dr. Francine M. Roberts has eighteen years of experience as a licensed psychologist, practice concentration in Law Enforcement, Firefighter, and EMS Stress, active duty and veteran military issues. She has extensive behavioral health experience including private practice, inpatient, partial hospital and crisis intervention settings.  She has twenty nine years nursing experience in emergency room, neurology, neurosurgical, net, and mental health units and twenty years teaching experience with law enforcement, firefighters, psychology, nursing and general studies graduate and undergraduate students in university and department settings. Her expertise is in the following areas: Health Psychology, Trauma, Critical Incident Stress Management and Substance Abuse.


She serves as specialist for First Responders and Emergency Service Providers by International Critical Incident Stress Foundation.  She is the Clinical Coordinator for the Mercury Critical Incident Response Team that serves the Southern New Jersey Region.  Her practice is an approved provider for Cop2Cop Rutgers/UMDMJ, immediate response available in addition to a private practice specializing in first responders, 





New Jersey Office of Emergency Telecommunications Update


This presentation will provide a “State of New Jersey 9-1-1 System” for participants.  It will cover updates with the system, 9-1-1 regulations, training and new enhancements to the network.  The presentation will allow participants to ask questions and obtain information to bring back to their agency.



Speaker: Craig Reiner, Director, New Jersey Office of Emergency Telecommunications





GIS for PSAP’s


The New Jersey Office of GIS (OGIS), working in conjunction with NJDOT, has enhanced New Jersey's statewide road centerline GIS data to include the information necessary to support geolocation of street addresses. OGIS is also in the process of developing a statewide data layer of point locations for individual addresses. These data sets are freely available for use by PSAPs and dispatch centers, and are published in several formats to ensure compatibility with a wide variety of software. OGIS is establishing a web-based editing environment and is working to build partnerships with contributors at the local level to take in corrections and keep the data accurate and up to date.



Speakers: Andrew Rowan, PhD, Director, NJOIT Office of GIS

   Douglas Schleifer, GIS Specialist, NJOIT Office of GIS