Thursday, April 9

Thursday, April 9^th, 2015
07:00 – 08:30	Registration Continental Breakfast Serving assorted bagels, muffins, spreads, assorted juices, coffee, tea, sodas, water (coffee, tea, water and sodas served throughout the day) Vendor Exhibits
08:30 – 08:45	Welcome, Introductions and Logistics Presenter: Sharon Lechowicz
08:45 – 10:15	General Session Columbia Mall Shooting (Howard County, MD) This presentation will provide an inside look at the Active Shooter Incident that occurred at the Columbia Mall, Columbia, Maryland in January, 2014. Activities within the 9-1-1 Center in Call Taking, Police and Fire Dispatch will be discussed. The important after-event Critical Incident Stress Debriefing will also be examined. Presenters: Howard County Police Department Chris McNamara (Training, QA, Accreditation and Special Projects) Kim Sikalis (Emergency Communications Supervisor, Squad C) Ryan Niessner (Senior Dispatcher, Squad C) Charles (Chip) Cox (Master Dispatcher, Squad C)
11:15 – 10:30	Break
10:30 – 12:00	General session Mass Casualty Incident – Tour Bus Crash on Delaware State Route 1 This presentation will focus on how Mass Casualty Incidents impact all aspects of Emergency Communications; focus on the findings of an independent review of Public Safety Emergency response; highlight the findings by the NTSB; and identify areas where corrective measures will help alleviate pressure points on the entire system including enabling other Communications Centers the benefit from sharing information that can lead to better performances in the future. Presenter: Jeffry P. Miller (Chief of Emergency Communications, New Castle County, DE)
12:00 – 13:15	Luncheon Buffet Serving tossed salad with assorted dressings, hamburgers, hotdogs, maple baked beans, macaroni and cheese, assorted cookies, beverages Vendor Exhibits

13:15 – 16:30	Break Out Sessions Room 1 (Front Line Operations / Telecommunication Staff) 13:15 – 14:30 How to Train Your Dragon Have you or your co-workers ever mishandled a 9-1-1 call from an individual that acted, spoke, or reacted differently than how you believe John or Jane Q public 9-1-1 caller would or should have? Have you or your co-workers ever uttered the infamous phrase “All 9-1-1 callers are (crazy, idiots / insert other derogatory adjective here.)”? If so, this “How to Train Your Dragon” class is exactly what you and/or your co-workers need. This course offers suggestion’s and best practices on how to manage an extremely diverse group of callers in a standard manner, without bringing personal opinions, cultural influences, or perceived biases into the call. Presenter: Bardonna Woods (Washington County, MD) 14:30 – 14:45 Workstation Workout It’s time to take control of our health and wellness in the dispatch center. Learn how to get moving at your console, build teamwork by planning healthy shift meals and how to motivate and inspire those around you. Presenter: Karlea Brown (Frederick County, MD E 9-1-1 Center) Room 2 (Supervisor Courses) 13:15 – 14:30 K.I.S.S – Keep It Simple Supervisors New and seasoned supervisors – Prepare to take action and help change the culture of your Communications Center. Learn to identify behaviors that are toxic to morale and tools to address these behaviors. Presenters: Melissa Blessing Tami Wiggins (Department of Emergency Services, Harford County) 14:30 – 14:45 Break 14:45 – 16:30 3 Strikes and You Are Not Out When the everyday becomes that day. Crisis Leadership skills in the Communications Center. Presenters: Don Aker (Prince George’s County Police – Department of Emergency Services)
Friday, April 10^th, 2015
08:00 – 09:00	Registration Continental Breakfast Serving assorted Danish, bagels, spreads, assorted juices, coffee, tea, water, soda’s (beverages served throughout the day) Vendor Exhibits
09:00 – 11:00	General Session The Denise Amber Lee Tragedy Denise’s worst and last day on Earth began as most days, loving and providing for her two little boys. Denise was a 21-year-old loving mother, whose husband worked three jobs so Denise could stay home and raise their children. Denise was abducted from the Lee’s rented home in North Port, Florida, in the middle of the day, by a predator named Michael King. Denise’s father, Detective Rick Goff, was able to call on all area state, county and municipal law enforcement agencies to search for Denise and her captor immediately following her abduction. In the hours that ensued, Denise fought mightily for her life. In her battle, she was able to use her captor’s cell phone to call 9-1-1; an act she thought would save her life, just like we are taught as children. She was not the only one to call 9-1-1 that day regarding this crime. At least four other calls were made, one from her distraught husband and three from eyewitnesses. One witness gave the local sheriff’s department an exact location of the crime happening right before her eyes. She stayed on the phone for more than nine minutes, identifying cross streets while driving. Despite the fact that as many as four patrol cars were within a mile of the car in which Denise was fighting for her life, due to inefficiencies in the call center, none were dispatched. On the morning of January 19, 2008, a few heart wrenching days after she went missing, her body was found. This seminar will review details of the search, activities and inefficiencies in the call center and how the system failed Denise over those three terrifying days. Presenter: Nathan Lee Nathan Lee is the widowed husband of Denise Amber Lee. Inspired by the outpouring of community support in the aftermath of his wife’s preventable murder in 2008, Nathan launched the Denise Amber Lee Foundation in June, 2008. He has made it his life’s work to honor his courageous wife by promoting better training, standardized protocols, and technological advances for 9-1-1 so that its meet’s the expectations of all citizens. Determined not have Denise die in vain, Nathan is partnering with the 9-1-1 industry and using the powerful ammunition of these tragic events to drive change in public policy. It is hoped that the public awareness and disgust of these tragedies, if channeled and focused in a responsible way, will lead to legislative changes in funding, training, certification, and technology so that no other family endures this type of pain and suffering again. Nathan and the work of the foundation were recently honored by five national public safety organizations and the Congressional E9-1-1 Caucus as a testament to his determination to be a positive force for change.
11:00 – 11:30	Break Late Arrival Registration
11:30 – 13:00	Mid-Eastern Chapter Association of Public Safety Communications Official’s 2014 Telecommunicator of the Year Award
13:00 – 14:15	Buffet Banquet Serving summer salad with assorted dressings, stuffed chicken breast, sliced beef au jus, shrimp creole, potatoes au gratin, green beans, rolls and butter, assorted cakes and beverages
14:15 – 14:30	Break
14:30 – 16:00	Mid-Eastern Chapter of APCO Spring Meeting

Recommended Lodging All less than 2 miles from Conference Site
	Holiday Inn Express – Kent Island 1020 Kent Narrows Road Grasonville, MD 21638 Tel. [phone] Fax: [phone]
	Hilton Garden Inn – Kent Island 3206 Main Street Grasonville, MD 21658 Tel. [phone] Fax: [phone]
	Best Western – Kent Narrows Inn 3101 Main Street Grasonville, MD 21638 Tel. [phone] Fax: [phone]

Registration Fee’s
Training	Thursday, April 9^th , 2015	No Charge
	Friday, April 10^th, 2015	No Charge
	(Continental Breakfasts on April 9 and April 10, Luncheon Buffet on April 9 and Beverages throughout both days are included)
Telecommunicator Of The Year Banquet Luncheon
	APCO Members	$15 per person
	Non-Members	$25 per person
Note: Award Recipients are guests of the Mid-Eastern Chapter and shall receive Complimentary Banquet Registration. Unit Award Winners are permitted to designate two (2) recipients to receive complimentary Banquet registrations. Other Unit Members wishing to attend are welcome and will be given the APCO Member rate. Nominee’s receiving Honorable Mention will be given the APCO Member rate. Award Recipients may bring two (2) guests, each who will be given the APCO Member rate. Award Recipient’s nominator is welcome and will be given the APCO Member rate.