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Western Regional APCO 2014 R.D. Porter, ENP. The Life of a 9-1-1 Center Manager, I Didn’t Volunteer for This!  A look at the before, now and future life.

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Presentation on theme: "Western Regional APCO 2014 R.D. Porter, ENP. The Life of a 9-1-1 Center Manager, I Didn’t Volunteer for This!  A look at the before, now and future life."— Presentation transcript:

1 Western Regional APCO 2014 R.D. Porter, ENP

2 The Life of a Center Manager, I Didn’t Volunteer for This!  A look at the before, now and future life of a Center Manager.  What does the job description of the future Center Manager look like?  Did I volunteer for this?  Can I use it for a pay raise?

3  We yearn for the good ole days when computers don’t run our life.

4 A journey from the Stone Age to the Information Space Age! The Ole Days! The Ole Days! The New Information Space Age! The New Information Space Age! In One Generation!!

5  We knew everyone in the area and the Andy Griffith Show was our guidebook.

6 Remember the “good Ole days”!!  You knew John and Jane Doe along with all their kids!  Heck, you were probably related to them!

7 Remember the “good Ole days”!!  Our job consisted primarily of: Answering a Telephone Answering a Telephone Talking on a radio Talking on a radio

8 Remember the “good Ole days”!!  Our job consisted primarily of: Working the Jail Working the Jail Being the greeter, clerk, janitor Being the greeter, clerk, janitor

9 There was a reason that Haleyville, AL was picked for the first call………  They knew the landmarks!  Still had working party lines!

10 PRESENT LIFE A 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”?  How many still dispatch to keep up the “skills”?

11 PRESENT LIFE A Short Survey  How many have college degrees in-- Finance or Accounting Finance or Accounting Human Resources Human Resources Psychology Psychology Computer Information Systems CIS Computer Information Systems CIS Business Business Sociology Sociology Public Administration Public Administration

12 PRESENT LIFE What does all this mean to me? Look at your “normal” day. Finance or Accounting Finance or Accounting you buy things, budgets you buy things, budgets Inventory Inventory Human Resources Human Resources Hire, Fire, Discipline Hire, Fire, Discipline Psychology Psychology Staff problems/issues Staff problems/issues Business Business Service or Business Service or Business Sociology Sociology Dealing with the public Dealing with the public

13 PRESENT LIFE What does all this mean to me? Look at your “normal” day. Public Administration Public Administration city/county rules-regs city/county rules-regs Public policies Public policies Computer Information Systems Computer Information Systems A data computer world A data computer world Every day you perform these functions usually without a thought.

14 9-1-1 of Old!

15 9-1-1 of the Future!

16 NENA ENP Program  Demonstrate a mastery of the comprehensive knowledge base required for emergency number program management. APCO Institute Leadership Certificate Program  There 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

17 What is the future for a Manager? Analog to Digital world  EMERGENCY HELP. Anytime, anywhere, any device. Cross jurisdiction boundaries Technology smart Regional scope and partners i.e.: shared systems

18 What is the future for a Manager? Recent FCC Notice of Inquiry FCC A1  Recent FCC Notice of Inquiry FCC A1 Potential Media Types in an NG911 Environment Message-Based Text i.e.: Real-Time Text i.e.: SMS or texting Still Images (Photos) Real-Time Video Telemetry Data Auxiliary Medical and other Personal Data

19 What is the future for a Manager?  Recent FCC Notice of Inquiry FCC A1 Transport Mechanisms in an NG911 Environment “pure” IP-based solutions existing legacy infrastructure gateway packet-based Reliability Scalability standardized technology Security

20 What is the future for a 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 A1

21 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!

22 New 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.

23 New Job Description Entitled to a substantial pay raise? YOU BET YOU ARE! Now you can prove it. NEWS FLASH……..

24 I’m Bald and All Ears

25 Thank You!! R.D. Porter, ENP L.R. Kimball


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