2024 APCO Atlantic Schedule

2:00 PM – 6:00 PM

Registration 

5:00 PM – 6:00 PM

First-Time Attendee Gathering

5:00 PM – 8:00 PM

Welcome Reception

6:30 AM – 8:00 AM

Breakfast

7:00 AM

Conference Office Open

7:00 AM – 4:00 PM

Registration

8:00 AM – 8:15 AM

Opening Ceremony

8:15 AM – 10:15 AM

Keynote Speaker: Ricardo Martinez

Our keynote speaker for the 2024 Atlantic APCO Conference is Ricardo Martinez. Ricardo is a storyteller, author, and the host and creator of Within the Trenches- True Stories from the 9-1-1 Dispatchers Who Live Them, a podcast based on the experience of being a 9-1-1 dispatcher. He is a former 9-1-1 dispatcher and supervisor of 13 years, and is now the head of Within the Trenches Media, with 22 years of public safety experience.

9:00 AM – 9:30 AM

Exhibitor Inspections 

10:30 AM – 5:00 PM

Exhibitor Tradeshow Open

10:30 AM – 11:30 PM

Exclusive Exhibit Time

11:30 AM – 12:30 PM

Communicating Discipline: The Critical Exchange

Leadership

For some trainers and supervisors, communicating messages of disciplinary action or correction to trainees and subordinates is a smooth, hassle-free experience from which all parties emerge unscathed. For others, any attempt at this discourse (regardless of methodology) is the stuff of nightmares. Why? What makes this critical form of communication in a 911 center so easy for some, and so brutal for others? In this session, attendees will get to take a look at qualitative research involving real telecommunicators in 911 centers, to get to the heart of what matters in these critical conversations.

Extended Reality in the ECC

Technology

In this session, attendees will explore the groundbreaking integration of Extended Reality (XR) in Emergency Communications Centers (ECCs). Explore how XR technologies like VR, AR, and MR are revolutionizing ECC operations, enhancing training, situational awareness, and collaborative communication. Learn more about unlocking the potential of XR in optimizing emergency response for your center and public safety partners.

Out of the Darkness. Back into the Light

Wellness

Statistic have shown that 18-24% of Telecommunicators suffer from PTSD. With now the ability of being able to see Video and pictures with Next Gen 911 it those numbers will be sure to go higher. I am a Telecommunicator that falls into the statistic. After a long career, several back to back traumatic calls as well as a critical incident in my personal life in 2018, I went to a dark side and found myself in a downward spiral. This is my story to help those that are either in the dark or find themselves going down that road that they can get back out in to the sunlight again and find that they love the career of being a 9-1-1 Telecommunicator again and be the person that they once were. As well as help them to find the resources they need to get the help.

Response to Domestic Violence

Front-Line

In this course, attendees will delve into the hazards that come with responding to and handling domestic-related incidents. Attendees will explore the reasons why victims choose to remain in such situations, as well as other relevant domestic-related statistics. Additionally, they will evaluate methods through which Telecommunicators can contribute to preventing responder injuries and fatalities during these routine calls for service.

12:30 pm – 1:30 pm

Lunch

1:30 PM – 2:30 PM

Congratulations, You’ve Been Promoted! Now What?

Leadership

In this session tailored for dispatch supervisors, especially those still working the floor, we focus on navigating the transition from being a coworker to becoming a boss. The session begins by acknowledging the unique challenges and opportunities that come with this transition, emphasizing the importance of establishing clear boundaries while maintaining positive relationships with former coworkers. Attendees will delve into essential leadership principles, including effective communication, decision-making, and conflict resolution strategies. Through interactive exercises and real-world scenarios, supervisors learn how to foster a culture of accountability, motivate their team, and provide constructive feedback for performance improvement.

Reignite that Smoldering Flame!

Frontline

Ask yourself, “Would I want me answering my own 911 call?” If the answer is not an astounding, “Yes,” you may want to join us. This session underscores the significance of keeping complacency, negative attitudes, mental health challenges, and a lackadaisical mindset out of the Emergency Communications Center. Participants will grasp the repercussions of giving only some calls for service 100% effort. By the end, students will depart with renewed determination to excel, improve, and foster a more positive environment.

The Evolution of Technology in 9-1-1

Technology

This presentation is freelance in that it talks about the evolution of technology in the 911 environment. We will address and discuss changes in CAD, 911, METRO, transcriptions, and more. For some, it’s a blast from the past. For others, it’s like looking into a museum.

Who Helps you when you Help Others? Addressing the Stigmas

Wellness

This interactive session will provide insight into how stereotypes and stigmas create boundaries for telecommunicators and others to access mental health treatment. This presentation also provides a brief overview of what mental health treatment looks like, how to access mental health services, and recognizing signs and symptoms of when it is needed to receive mental health treatment for yourself and others. Many of us wear a mask both personally and professionally, but how and when do we take it off and allow ourselves a breath?

2:30 PM – 3:30 PM

Business Meeting #1

2:30 PM – 3:30 PM

Exhibit Time

3:30 PM – 4:30 PM

Exclusive Exhibit Time

3:30 PM – 4:00 PM

Break Station

4:00 PM – 5:00 PM

Candidate Interviews

6:00 PM – 9:00 PM

Dinner & Evening Entertainment

6:30 AM – 8:00 AM

Breakfast

7:00 AM – 4:00 PM

Registration

8:15 AM – 9:15 AM

¡AY CARAMBA! Understanding Language and Cultural Barriers on 911 Calls

Front-Line

This highly interactive presentation provides insights from a survey of 9-1-1 interpreters representing 46 languages. The discussion highlights the most common language and cultural issues that complicate 9-1-1 calls:

1. Getting to the point
2. Fear of authorities
3. Determining addresses
4. Cultural issues of callers
The presentation also discusses interpreters’ suggested strategies for PSAP personnel to work through issues that arise, and provides essential tips to team more effectively with interpreters during emergency calls.

Conversation Training for Speaking with Behavioral and Mental Health Callers

Front-Line

With increased attention on behavioral health callers, emergency call takers need better preparation for interacting with callers exhibiting mental or behavioral health breakdowns. In this session, we first identify unique challenges when interacting with a caller in mental distress. Then, participants will take part in an interactive training session on speaking with callers exhibiting behavioral and mental health episodes, such as experiencing PTSD, a caller preparing to jump, and a third-party caller phoning about a loved one. By the end of the session, participants will learn the importance of self-regulation, how to identify language practices that shape outcomes and ways of using your calls to find best practices for future in-house training.

Beyond the Headset: Dispatchers and the Pursuit of Personal Identity

Wellness

In the midst of juggling the various roles and responsibilities that come with being a dispatcher, a significant other, a parent, or a caretaker, we often find ourselves so immersed in our daily obligations that we unintentionally lose touch with our own identity. This comprehensive course seeks to shed light on the subtle and profound events that can trigger an identity crisis, guiding participants in understanding the multifaceted factors contributing to this phenomenon. By delving into the intricacies of identity crisis, the class aims to equip individuals with effective strategies to navigate through these challenges and embark on a journey of self-discovery. Through thoughtful exploration and introspection, the course provides a roadmap for reconnecting with one’s authentic self.

The Team Leadership Approach: Igniting a Morale-Driven Mindset

Leadership

No matter what position you hold in your organization, each team member plays an integral role in the trajectory of morale. This comprehensive class is designed to provide a well-rounded understanding of an effective team-driven morale mindset. This integrated learning experience helps to understand how leadership responsibilities and team buy-in are intertwined and necessary. We will share the most popular thoughts of hundreds of ECC teams nationwide on what we need to keep doing, start doing, and stop doing to improve morale.

8:30 AM – 12:00 PM

Exhibitor Hall Open

9:30 AM – 10:30 PM

4 Rules of Dispatch: How Dark Humor Became a Teaching Tool

Wellness

This presentation explores the roots of dark humor, how it bonds us with coworkers but separates us from others including friends and family, while providing essential stress relief. Then moves on to tell the story about how an irreverent joke became a teaching tool.

Back to Basics: How we Treat Each other at Work

Front-Line

Over the course of time, treating each other terribly in communication centers across the country has somehow become normalized. Being a jerk at work impacts retention, creates toxicity and, at its worst, impacts the effectiveness of the delivery of 9-1-1 services to our customers and user agencies. In this session, we’ll get back to the importance of reexamining the way we work with each other while redefining expectations for all that make one thing abundantly clear: Being awful to your coworkers in 9-1-1 centers can no longer be tolerated.

Leveraging AI to Achieve Effective Alternate Call Processing

Technology

Given the enormous volume of calls that they receive — an estimated 240 million annually — and the acute staffing shortages that many are experiencing, it is imperative that 911 centers find alternate ways to process non-emergency calls. In this regard, artificial intelligence (AI), though relatively new to public safety, is fast becoming a vital tool. This session will present several emerging use cases concerning how AI can be used to triage calls made to nonemergency lines, automatically transcribe and translate such calls, and provide preprogrammed information and instructions via chatbots — all to make 911 telecommunicators more effective and less stressed, save precious time, and reduce costly errors.

The Extra Mile: Lead with Kindness

Leadership

As the world around us changes, our leadership styles need to as well. We can no longer walk into a room, bark out orders, and expect them to be filled with no questions asked. Employees need to know why. They need to understand the back story and feel supported in the process. But we are in emergency communications; we don’t always have time to explain why! This is why building relationships and showing our employees grace is so crucial. In this seminar, we talk about how leading with softness in our hearts and compassion towards our employees allows for smoothness in our communications during high acuity, low frequency events.

10:30 AM – 12:00 PM

Exclusive Exhibit Time & Exhibitor Drawings

Exhibitor drawings will start at 11:30AM.

12:00 PM – 1:00 PM

Lunch

1:15 PM – 2:15 PM

FCC Part 90 Licensing

Leadership

Join us for an insightful session focused on the critical aspects of public safety frequency coordination and FCC licensing. During this session, we will provide a comprehensive overview of the frequency coordination process, highlighting its importance in ensuring interference-free communication for public safety agencies. We’ll walk you through the steps required to secure FCC licenses, discussing common challenges and providing tips for a smooth application process.

Breaking the Silence: Addiction in Public Safety

Wellness

It’s a stark reality that no one aspires to become an addict, yet it’s crucial to acknowledge that addiction can insidiously creep into the lives of anyone. Often, individuals grappling with mental health challenges like PTSD or depression may inadvertently resort to self-treatment, unknowingly setting the stage for a perilous combination of alcohol and pills that can have severe and even fatal consequences. This unspoken reality underscores the emergence of Public Safety Addiction, a hidden issue that demands acknowledgment and conversation. Now, more than ever, it’s imperative to shed light on this pervasive concern and initiate a dialogue on how we, as a community, can collectively offer support. In this candid discussion, we will explore effective strategies and innovative ideas to confront and address this syndrome, ultimately fostering an environment that encourages healthier coping mechanisms within the public safety community. Together, let’s dismantle the stigma surrounding addiction and work towards creating a culture of understanding, empathy, and proactive support.

Lewiston Mass Violence Incident

Front-Line

On October 25, 2023 the City of Lewiston experienced the worst mass shooting in Maine’s history. What began as a “routine” Wednesday night in the 9-1-1 Center quickly turned into what can only be described as chaos. Our Center not only handled one active shooter, but two separate locations, followed by a massive manhunt and a community desperate for answers. Our goal is to share lessons learned from that night and the days and weeks that followed.

Situational Awareness: Technology, Training & Teamwork

Technology

In the realm of public safety, robust radio communications systems are indispensable for ensuring situational awareness. These systems enable first responders to maintain constant contact, exchange critical information, and make informed decisions in real-time, thereby enhancing overall safety. Options for comprehensive training and standardized protocols are essential. First responders must be proficient in using these advanced tools and following established procedures to maximize situational awareness. Success stories from cities and towns. By embracing modern technologies, fostering interoperability, and prioritizing training, agencies can ensure that their first responders have the tools they need to protect and serve their communities effectively.

2:30 PM – 3:30 PM

Business Meeting #2

3:15 PM – 3:45 PM

Break Station

4:00 PM – 5:00 PM

9-1-1 Public Education: Sharing with the Citizens and Agencies we Serve

Front-Line

We would like to share our 911 Public Education Program with other 911 or Dispatch Centers. Our program has grown ten fold in the last 10 years and now includes “911 Trainer for Kids”, Staff Tours to our Agencies, Festivals, Fire Prevention Week, Police National Night Out & Job/Career Fairs. We teach this as a Workshop Type class to show how we do it, then open up the floor to share new or old ideas that have worked for others.

PSAPs and Railroad Interactions & Tools

Front-Line

The U.S. Department of Transportation (USDOT) and the Federal Railroad Administration (FRA) share a common interest in the safe, reliable and efficient movement of people and goods. Daily in the United States, eight people are struck by a train, whether at a highway-rail grade crossing or trespassing along railroad rights of way. These incidents are a reminder to our transportation stakeholders of the dangers associated with trespassing along railroad rights of way or driving around lowered gates at highway-rail grade crossings. Between 2019 and 2023, trespassing-related pedestrian fatalities and highway-grade crossing fatalities have increased 15 percent. Nearly 95 percent of all railroad fatalities result from either trespassing or highway-grade crossing incidents. These tragedies are preventable.

Our main goal during the APCO Atlantic Conference is to demonstrate how trespassing and grade crossing incidents can impact everyone in a community. FRA will showcase response and prevention resources available to the 911 community. These resources will increase their knowledge, skills and abilities regarding incident management, prevention methods and technology tools available to the emergency communications specialist. The presentation will also share guidelines for local and state emergency communications specialists to assure their safety at or near active rail lines or railroad facilities. Specifically, FRA will discuss strategies and tools for dealing with blocked grade crossings, how to find what is being transported by rail, especially hazard materials, geographic information services, and the Emergency Notification System (ENS).

Both Sides of the Rainbow; From Closet to Corner Office

Leadership

Diversity, Equity and, Inclusion… our society and workforce demand a more inclusive culture which some people thrive in and some people are uncomfortable in. During this session we Will hear from both sides of the spectrum and understand how those who are comfortable with DEI can help those who aren’t, and those who aren’t can be more comfortable when trying to lead and be more inclusive.

We will hear experiences from both sides of the spectrum to better understand how we can all be comfortable and be better leaders, leading the charge to make our teams inclusive. What’s acceptable? What’s not? Through real life example of mistakes, and missteps learn how to navigate and foster a DEI culture in your center.

Dispatch Strong: Resilience and Recovery in the Comm Center

Wellness

“Dispatch Strong: Resilience and Recovery in the Comm Center” is a breakout session designed to help dispatchers develop the mental and emotional toughness needed to thrive in high-pressure environments. Emergency dispatch is a demanding role that requires quick decision-making and constant focus, often leaving little time for self-care and recovery. This session will explore practical strategies for building resilience, managing stress, and promoting recovery in the face of ongoing challenges. Attendees will learn techniques to prevent burnout, recover from high-stress situations, and maintain their well-being while continuing to perform at their best. Whether you’re new to dispatch or a seasoned professional, this session offers valuable insights and tools to help you stay strong, balanced, and ready to handle whatever comes next.

6:00 PM – 7:00 PM

Dinner

7:00 PM – 8:00 PM

Awards

8:00 PM – 11:55 PM

Old Port Night Out 8PM-1AM

Get ready for a night out on the town! Transportation will be provided from the hotel to Ri Ra’s in the Old Port. Transportation will continue throughout the night between both locations. There are a lot of places within walking distance to check out.

7:00 AM – 9:00 AM

Breakfast

8:00 AM – 9:00 AM

Registration

9:00 AM – 10:00 AM

A Call for Help Goes Unanswered

Front-Line

A paramedic assaults a dispatcher, prompting her to dial 911 for help, but help never arrives. This session will delve into the often overlooked issue of domestic violence within public safety households, examining the shortcomings of both 911 centers and the legal system. Moreover, we’ll explore strategies for supporting individuals impacted by domestic violence within the public safety community.

Grace Under Fire: Being Kind in an Unkind Environment

Front-Line

In the high-stakes world of 911 dispatch, maintaining professionalism and kindness can be a daunting task. Dispatchers often find themselves in the midst of chaotic situations, where every second counts and emotions run high. “Grace under pressure” is not just a cliché; it’s a fundamental quality that distinguishes exceptional dispatchers.

Life in the Dark: How Peer Support and Trauma Informed Coaching Saves Lives

Wellness

Talks on my story struggling with PTSD, how Peer support and trauma- informed coaching saved my life and career, How to implement peer support in your agency and tips to recognize coworkers in crisis, resources for others and self help before its too late.

The Road to Recovery

Leadership

After a critical incident, what happens to the personnel working in a 9-1-1 center after the media departs and the lights are turned off? How do we put the Center back together again? What do our Staff need from Management and the public at-large? What help is available? Of the three phases of a critical incident (planning, response and recovery), Recovery is frequently the longest in length (and often the least addressed). Staff feel isolated and alone. They may second-guess their actions and feel that no one truly understand how THEY feel. Volunteer organizations like The Phoenix Project bring 9-1-1 Professionals into the mix to offer solace and support to 9-1-1 Centers nationwide. They can lead a center back to the Road of Recovery. In this presentation, we’ll examine lessons learned in Recovery efforts at Sandy Hook, the World Trade Center, the wildfires in Lahaina, Hawaii, and Lewiston, from the people who were there and led their staff through the event. We’ll give you information you’ll be able to use to help get the Center back on track, and answer questions from the audience so they can prepare for the event that we all hope never happens.

10:00 Am – 11:00 Am

Break/Hotel Check-Out

11:00 AM – 12:00 AM

An Exercise in Empathy

Front-Line

Empathy is a necessity for Emergency Communication Professionals. In training we focus mostly on the questions to ask and the instructions to give. In this interactive session we will focus on the mindset of the caller and ways to be empathetic to their situation.

Bridging the Generational Gap- Adapting Old School Mindset to Today’s Perspective

Front-Line

Jeffrey T Hastings Jr. while only 30 years old, has dedicated himself to the past 16 years in Public Safety.

While balancing both the Career of Emergency Communication as well as the part time service to his Call/Volunteer Fire Department, Jeffrey was able to excel quickly in his fields, which he refers to as “The Family Business”, by taking his training and applying it to both sides of the radio. After 16 years in the Fire Service, obtaining his EMT-B and taking another job as a Part Time Firefighter/EMT at a Career Fire Department, he was Promoted to the Rank of Lieutenant within his Call Fire Department and quickly hit the ground running as the new Training coordinator. Continuing to develop, improve and advance the skills of others, he decided it was time to take the next step in his Career of Emergency communications and applied for the Position of Emergency Communication Specialist Supervisor (ECSS) for Westcomm Regional Dispatch.

Do it with Kindness

Wellness

I’ve been asked how I still love my job, with everything we deal with on a daily basis. We all have negativity in centers, but how do we ensure that we continue on the path to success and don’t get swallowed by the negativity? The answer is kindness. Kindness to our callers, to our coworkers, and to ourselves. We will talk about how to find the silver lining in every call that we take, and every interaction that we have, in order to not fall into the negativity trap that sometimes seems inevitable.

Improving 911 Staff Performance, Retention and Mental Health

Leadership

People rely on your 911 telecommunicators in emergencies, but who can your staff turn to when they burn out? Telecommunicators are leaving their jobs in record numbers. The long shifts and inherently stressful work can be emotionally taxing, and negatively impact mental health. In fact, it’s estimated that 18-24% of telecommunicators even experience PTSD. Attend this session and learn how to recognize and address the symptoms of burnout, while cultivating a culture that values and rewards telecommunicators for the work they do and supports their mental health.

12:00 pm – 1:00 pm

Lunch

1:00 PM – 2:00 PM

Business Meeting #3