911 Operations

Supported and trained by The Verbal Judo Institute, Inc. Kim Turner, LLC instructors will demonstrate how verbal de-escalation methods espoused by George ‘Doc’ Thompson, can help dispatchers gain voluntary compliance over the phone. Students will understand how this methodology and associated skills increase professional safety, gain enhanced professionalism, decrease complaints and vicarious liability, while lessening stress on the job and at home.

Every 9-1-1 center has employees who struggle—some teeter on the edge of mediocrity, while others simply need the right support to unlock their full potential. This session follows the real-world transformation of a dispatcher who went from barely meeting expectations to becoming a standout leader, taking on new responsibilities, and ultimately promoting to Shift Supervisor. Through the dual perspectives of the Dispatcher and the Director, we’ll explore the pivotal moments that led to growth, the role of leadership in fostering ambition, and actionable strategies to inspire employees to push beyond their limits. Attendees will walk away with insights on how to identify untapped potential, develop mentorship-driven career pathways, and build a culture that encourages excellence at every level. Join us to discover how the right combination of personal drive and organizational investment can create the next generation of 9-1-1 leaders!

In today’s law enforcement landscape, agencies are under increasing pressure to meet public expectations for consistent, transparent communication. Communities demand more engagement and accountability from their local police and emergency call handlers, and agencies are tasked with delivering timely updates, clear information and responsive services. Innovative community engagement tools are helping law enforcement agencies meet these expectations, enhancing the quality of service while strengthening public trust. Agencies can offer better communication channels, foster more transparent relationships and engage in proactive problem-solving with the communities they serve.
These tools not only enhance external communication but also streamline internal workflows, alleviating stress and reducing staff burnout. By automating routine tasks, such as victim notification, and optimizing administrative processes, law enforcement personnel can improve efficiencies and allow for more meaningful interactions with the public. Reducing the workload on emergency communications staff while meeting community expectations fosters a more balanced and sustainable work environment, which is essential for long-term operational success. Community members can also make their voices heard through mobile surveys, which, in most cases, help boost morale within agencies.
Rochelle Danielson, Product Manager at Versaterm, will explore how agencies can integrate these modern tools to adapt to the public’s demands and the challenges of daily law enforcement operations. Stephen Moore, Police Captain, will share firsthand experience with the successful implementation of community engagement solutions at the Sacramento Police Department. The session will provide actionable insights into fostering stronger connections between agencies and their communities while preparing law enforcement for the future. Attendees will leave with practical strategies to improve engagement, enhance operational efficiency and build lasting trust between agencies and the public.

Take a journey into the underworld of commercial sex trafficking in the United States in a manner experienced by few: through the voices of an exploiter and survivor. This interactive presentation will weave together an overview of human trafficking, trends, themes, and tangible takeaways, all centered around lessons taught through debriefs between a pimp who sold women around the country and a survivor who was trafficked throughout Southern California. Attendees will hear audio clips, participate in learning activities, and walk away with tools to detect trafficking in 911 calls as well as everyday life!

1) Both future and current CTOs will learn why continued development of their leadership and mentoring skills is so vital to the training relationship and the agency. 2) Some reminders, refreshers, or new takeaways on how to use effective communication to the CTOs advantage and leveraging communication in the training relationship and it’s impact to the ECC. 3) There is always room for reminders of capturing good and specific evaluation comments, and refresher of why continued review of the training program is vital to an organization’s success.

Incident-related imagery is transforming the way 9-1-1 and public safety professionals respond to emergencies. This session provides an update on the latest technology, adoption trends, and challenges in integrating visual data into emergency response workflows. Explore how advancements like direct video calling, artificial intelligence, and enhanced data-sharing capabilities are reshaping situational awareness and decision-making. Gain insights into the policy, training, and operational considerations necessary to prepare for a future where images and videos are a standard part of the 9-1-1 landscape.