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The Life of a 9-1-1 Center Manager
Western Regional APCO 2014R.D. Porter, ENP
The Life of a 9-1-1 Center Manager
The Life of a 9-1-1 Center Manager, I Didn’t Volunteer for This!
A look at the before, now and future life of a 9-1-1 Center Manager.What does the job description of the future 9-1-1 Center Manager look like?Did I volunteer for this?Can I use it for a pay raise?
The Life of a 9-1-1 Center Manager
We yearn for the good ole days when computers don’t run our life.
The Life of a 9-1-1 Center Manager
A journey from the Stone Age to the Information Space Age!
The Ole Days! The New Information Space Age!
In One Generation!!
The Life of a 9-1-1 Center Manager
We knew everyone in the area and the Andy Griffith Show was our guidebook.
The Life of a 9-1-1 Center Manager
Remember the “good Ole days”!!
You knew John and Jane Doe along with all their kids!
Heck, you were probably related to them!
The Life of a 9-1-1 Center Manager
Remember the “good Ole days”!!
Our job consisted primarily of:
Answering a Telephone Talking on a radio
The Life of a 9-1-1 Center Manager
Remember the “good Ole days”!!
Our job consisted primarily of:
Working the Jail Being the greeter, clerk, janitor
The Life of a 9-1-1 Center ManagerThere was a reason that Haleyville, AL was picked for the first 9-1-1 call………
They knew the landmarks! Still had working party lines!
The Life of a 9-1-1 Center ManagerPRESENT LIFEA Short Survey
How many Managers/Directors are here today?
How many have just been Managers/Directors?
How many have come up through the ranks?
How many are looking at this as a career path?
How many still dispatch to keep up the “skills”?
The Life of a 9-1-1 Center ManagerPRESENT LIFEA Short Survey
How many have college degrees in--
Finance or Accounting
Human Resources
Psychology
Computer Information Systems CIS
Business
Sociology
Public Administration
The Life of a 9-1-1 Center ManagerPRESENT LIFE
What does all this mean to me?Look at your “normal” day.
Finance or Accounting• you buy things, budgets• Inventory
Human Resources• Hire, Fire, Discipline
Psychology• Staff problems/issues
Business• 9-1-1 Service or Business
Sociology• Dealing with the public
The Life of a 9-1-1 Center ManagerPRESENT LIFE
What does all this mean to me?Look at your “normal” day.
Public Administration• city/county rules-regs• Public policies
Computer Information Systems
• A data computer world
Every day you perform these functions usually without a thought.
The Life of a 9-1-1 Center Manager9-1-1 of Old!
The Life of a 9-1-1 Center Manager9-1-1 of the Future!
The Life of a 9-1-1 Center Manager
NENA ENP ProgramDemonstrate a mastery of the comprehensive
knowledge base required for emergency number program management.
APCO Institute Leadership Certificate ProgramThere are certain things you need to know and skills
you need to develop to be successful. This program will prepare you for the challenges and opportunities of leadership.
Training
The Life of a 9-1-1 Center ManagerWhat is the future for a 9-1-1 Manager?
Analog to Digital world
EMERGENCY HELP. Anytime, anywhere, any device.
Cross jurisdiction boundaries
Technology smart
Regional scope and partners i.e.: shared systems
The Life of a 9-1-1 Center ManagerWhat is the future for a 9-1-1 Manager?
Recent FCC Notice of Inquiry FCC 10-200A1
Potential Media Types in an NG911 Environment• Message-Based Text i.e.: e-mail• Real-Time Text i.e.: SMS or texting• Still Images (Photos)• Real-Time Video• Telemetry Data• Auxiliary Medical and other Personal Data
The Life of a 9-1-1 Center ManagerWhat is the future for a 9-1-1 Manager?
Recent FCC Notice of Inquiry FCC 10-200A1
Transport Mechanisms in an NG911 Environment• “pure” IP-based solutions• existing legacy infrastructure• gateway packet-based• Reliability• Scalability• standardized technology• Security
The Life of a 9-1-1 Center ManagerWhat is the future for a 9-1-1 Manager?
Virtual PSAP• “A PSAP no longer has to be in a single building at a fixed
location. Call takers that are organizationally part of a single PSAP can be located virtually anywhere an Internet connection can be found, and a single call taker could be supporting multiple PSAPs.”
Recent FCC Notice of Inquiry FCC 10-200A1
The Life of a 9-1-1 Center Manager
What does all this mean for you as a Manager?
You’re not going to have time to DISPATCH!
You’re going to have more training!
You are a Communications Executive!
The Life of a 9-1-1 Center ManagerNew Job Description
Executive level position managing all aspects of the emergency communications (9-1-1) center.
Responsible for the administration of the programs and operations.
Thorough knowledge of budget preparation, personnel policy development, staff supervision and development, considerable knowledge of CAD systems, radio systems and E-911 systems and issues.
Outstanding customer service skills are essential.
The Life of a 9-1-1 Center ManagerNew Job Description
Entitled to a substantial pay raise?
YOU BET YOU ARE!Now you can prove it.
NEWS FLASH……..
The Life of a 9-1-1 Center Manager
QUESTIONS….COMMENTS
I’m Bald and All Ears
Thank You!!
R.D. Porter, ENPL.R. Kimball
The Life of a 9-1-1 Center Manager
