Many of the most prominent modern emergency response challenges stem from a lack of complete situational visibility … and the guesswork that follows.
But imagine a future where automatic surveillance helps officers eliminate surprises when responding to a break-in and understand everything from the entry point to the number of armed individuals inside. Or one where EMS teams can immediately access OnStar data to deploy an adequate number of responders to an accident site and ensure full and proper treatment.
Thanks to elevated CAD systems with Automated Secure Alarm Protocol (ASAP) technology, this future already is a reality. More emergency response teams are turning to these tools to raise their intelligence while minimizing their reliance on manual dispatching and routing processes.
 Better yet, many adopters are quickly realizing the unlimited potential of next-level CAD technology to deliver benefits beyond fundamental response.
Guilford Metro 9-1-1 (NC), for example, expanded its CAD response platform to improve overall department efficiency. Thus far, the integration has proven fruitful, as the center has reduced its dispatch time from several minutes to a few seconds, while enabling employees to respond to more calls and eliminate operational bottlenecks.
However, while Guilford Metro 9-1-1 public safety IT manager Glenn Lamb notes excitement around these improvements, he sees even greater opportunity for the next generation of CAD to improve public safety.
“Next-generation CAD paves the way for the future,” said Lamb.  “I can have a video link from security cameras or even use Ring, for instance, and see a doorbell. I can also pull information from a fire alarm panel, and even access crash impact ratings from OnStar.”
In particular, Lamb believes these analytics will significantly alter future response patterns. By understanding the nature of the emergency and integrating historical data, responders can take appropriate action. For example, dispatchers can allocate resources in alignment with an accident’s OnStar impact rating, preventing excess deployment while freeing up responders for newer or more pressing emergencies.
 Given the advantages, why aren’t more agencies rushing to adopt more powerful and intelligent CAD systems? According to Lamb, it all comes down to having the right technology available to organize and process incoming data.
“The biggest hurdle right now is working on a reliable and user-friendly interface to help connect all of these various data points into one streamlined system,” explained Lamb. “The ideas are there, the collaboration is there, and the interface design and programming are on their way.”
 As the future of CAD focuses on extending data integration and refining predicative analytics, agencies can improve dispatch procedural preparedness, streamline call processes and increase safety and efficiency.
With the progression of CAD technology, we will no longer have to imagine a future where officers and EMS teams are better prepared. We can live it, and benefit from it.

The Automated Secure Alarm Protocol Goes Live at its 40th Location
Alpharetta, Ga. has become the 40th public-safety answering point (PSAP) in the United States to implement the Automated Secure Alarm Protocol (ASAP) program and the first agency in the state of Georgia to use it. Georgia is the 13th state, in addition to the District of Columbia, to participate in the ASAP program.
The Alpharetta PSAP, which also dispatches for Milton, Ga., is currently operational with ADS Security in Nashville, Tyco, Rapid Response Monitoring, Vector Security, Protection One, Central Security, Guardian Protection Services, Affiliated Monitoring, Brinks, ESC Central and Vivint.
Security Central and ADT will be live with Alpharetta within the next few weeks.
“The City of Alpharetta is excited and honored to be the first agency in the state of Georgia to implement the ASAP program,” said Ben Bolin, Alpharetta Police Department’s 9-1-1 operations manager.
“In addition to the alarm companies currently participating with Alpharetta, ASAP is expected to be the catalyst to encourage participation by local alarm companies in the ASAP program. The ASAP program is state-of-the art technology by fully automating the delivery of alarm notifications to Alpharetta’s emergency communications center within seconds from alarm monitoring companies without having to make a telephone call.”

NICE announces the recipients of its 2018 PSAPs’ Finest Awards, a recognition program for emergency communications professionals, now in its 13th year
HOBOKEN, N.J., August 6, 2018 — (BUSINESS WIRE)–NICE (Nasdaq: NICE) will recognize the recipients of its 2018 PSAPs’ Finest Awards today in a special ceremony in Booth #529 at the APCO 2018 Annual Conference & Expo in Las Vegas, Nevada. The PSAPs’ Finest awards is a long-standing Public Safety recognition program sponsored by NICE. Awards are presented annually to winners in seven categories: Director, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator and PSAP of the Year.
Over the last thirteen years that the program has been in existence, it has continued to expand and grow, with dozens of individuals receiving awards. Winners are selected by an independent panel of volunteer judges from the 9-1-1 community, who evaluate nominees based on their accomplishments, skills and service to community.
“With this year being the 50th anniversary of 9-1-1, I’m especially honored and humbled to recognize eight outstanding individuals and PSAPs who model the mission of 9-1-1 every day,” said John Rennie, General Manager of the NICE Public Safety group. “Much has changed in emergency communications over the last five decades, but it’s abundantly clear from this group that the commitment and dedication of those who work in 9-1-1 is as steadfast as ever.”
This year’s PSAPs’ Finest award recipients are:
* PSAP of the Year – Las Vegas Metropolitan Police Department Communication Bureau;
* Director of the Year – Liane Scharnott, Communications Center Director, Bayside Communications Center, Bayside, Wisconsin;
* Line Supervisor of the Year – Elli D. Childs, 911 Public Safety Supervisor 2, Pinellas County Regional 911, Largo, Florida;
* Technician of the Year – Brad Coffey. Section Chief – Infrastructure Support. Missouri State Highway Patrol, Jefferson City, Missouri;
* Telecommunicator of the Year – Ryan Culver, Telecommunicator, Ottawa County Central Dispatch Authority, West Olive, MI;
* Innovator of the Year – Shawn Shear, ENP, Communications Center Manager, Thornton 9-1-1 Emergency Communications Center, Thornton, Colorado;
* Trainer of the Year (two-way tie) – John Halaychik III, Professional Development Coordinator, Tompkins County Department of Emergency Response, Ithaca, NY (and) Sandy Swartz, Emergency Complaint Writer, St. Petersburg Police Department, St. Petersburg, Florida.
The PSAPs’ Finest Awards Program is made possible by 9-1-1 professionals who volunteer their time to serve as judges.
Anthony Castillo, ENP, Manager, Emergency Communications, Norfolk, Virginia, said the selections were not easy.
“It has truly been my honor sitting on the panel for NICE’s 2018 PSAP’s Finest Awards. The ‘hero’s work’ these dedicated men and women do every day is nothing short of outstanding,” Castillo said. “The award submissions we review make it difficult to select only one person or agency. Congratulation to those selected and nominated! Truly hero’s all!”
Panel member Shinar Haynes, Executive Director, Tarrant County 9-1-1 District (Fort Worth, Texas), said the 9-1-1 professionals are often overlooked.
“Although they’re a vital link in the public safety cycle, 9-1-1 professionals are not often recognized for their hard work, dedication, and selflessness. Still, these ‘heroes under the headset’ deal with everyone’s worst day, hour, or moment, while helping keep first responders safe,” Haynes said. “The PSAPs’ Finest nominations reflected this self-sacrificing spirit while also highlighting the importance of leadership, technology and training.”
Alphonso Dale, IT Project Manager, Information Technology Division, of Newport News, Virginia, said he was honored to be part of the selection panel. He noted that the awards honor behind-the-scenes work in public safety.
“This year’s selection process was very difficult as each nominee brought unique qualities to the profession,” Dale said.
Daniel R. Koenig, ENP, 9-1-1 Planning Coordinator, Palm Beach County (Florida) Public Safety Department 9-1-1 Technical Services, was also a member of the selection committee.
“9-1-1 professionals are the first access point for the public into the emergency services system. The initial contact often sets the tone for incidents and communications personnel often go unnoticed for the vital role they play,” Koenig said.
Nominations for the 2019 PSAPs’ Finest Awards will open in January 2019. More information can be obtained on the PSAPs’ Finest website or by emailing [email protected].
About NICE
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

By Claire Foster
Originally published in the July/August 2018 issue of APCO’s PSC magazine.For access to PSC magazine and more articles like this one, please log in or become an APCO member.
APCO International’s Annual Conference and Expo will arrive faster than you think. This year, the conference takes place in Las Vegas from August 5 to 8 at the Venetian-Palazzo Hotel’s Sands Expo Convention Center.
Whether it’s your first year attending the APCO conference or your first time on any exhibit floor, you need to be prepared for the event. EagleView has exhibited at the APCO annual conference several times, showcasing the many uses of our Pictometry® imagery for public safety agencies. Here are a few of the lessons we’ve learned over the years from our experience on the exhibit floor:
1. Know your way around the exhibit floor. Most, if not all, conferences will publish a map of the expo hall before the event begins. Pay attention to your location on the map to see how attendees may approach your booth. Take advantage of nearby displays. So much is happening on the exhibit floor that can drive traffic your way. Some exhibitors will bring K-9 units and vehicles to the show. If you happen to be near those booths, these can be great conversation starters with attendees.
2. Pay attention to the agenda. The agenda for APCO’s annual conference is set up to optimize vendors’ time on the exhibit floor. It includes plenty of opportunities for attendees to check out the exhibits and meet with new and current vendors. Whether exhibiting by yourself or in a group, the agenda can help you predict when attendees might visit your booth. Ensure your booth is properly staffed during these times.
3. Show up to attendee events. EagleView uses attendee events to interact with customers and prospects in a more casual environment. The event’s organizers always pick great locations for the event. Last year’s event was in Denver, and this year’s event takes place in Las Vegas. This location is sure to draw plenty of customers and prospects for you to meet with.
4. Consider becoming a sponsor. As a sponsor in 2017, EagleView attended the award ceremony and sponsors’ reception the show’sorganizers put on. You might think that just because the event is only for sponsors it won’t bring you any connections. However, this portion of the conference offers ample networking opportunities with APCO leadership and other industry partners. This is just one of the many added benefits of becoming a sponsor.
5. Develop a goal for the event. Sure, you probably already know how important this is, but it bears repeating. Make sure you are clear on why you are exhibiting at the conference and what you plan to get out of it. Some questions you might ask yourself and your team include:
How many leads do we want to collect?
What products or services do we want to feature at our booth?
Will we interview any existing customers to create case studies orother content?
How will we communicate with leads during and after the show?
You’ll also want to consider which segments of the public safety industry you want to reach. The good news is that the conferenceattracts a wide variety of attendees, including personnel from 9-1-1 communications centers, and sheriff and fire departments,among others.
No matter what goals you set, make sure your booth has all the resources you need. Be sure to schedule staff, bring any necessarycollateral, and demo your most in-demand solutions in order to meet—and exceed—your goals.
By being prepared ahead of time, you can ensure APCO International’s Annual Conference and Expo is a success for yoursales team.
Claire Foster is Senior Marketing Manager, EagleView.

By Jonathan Jones
Originally published in the July/August 2018 issue of APCO’s PSC magazine.For access to PSC magazine and more articles like this one, please log in or become an APCO member.
APCO International’s Annual Conference and Expo is almost here! People attend to hone their craft, build quality networks, and find products and services. Savvy conference goers prepare to do six things that build confidence, relax others, assure they benefit professionally, and have a great personal experience. So, what are the six keys to APCO conference savvy?
INTRODUCE YOURSELF EFFORTLESSLYPractice out loud: “Hi, I’m NAME from CITY. I’ve been a TITLE for HOW LONG and this is my first APCO conference. Tell me about yourself.” Don’t memorize; just get comfortable speaking it. Who cares if you scramble the order? The only mess up is failure to practice, leaving you sounding uncomfortable, fake or scripted. Don’t miss the “New Attendee Webinar” or this year’s insider tips.
Once you know what to do and how to introduce yourself with ease, you’ll be comfortable joining the New Attendee Reception or the General Session and pre-conference activities to make sure you have your bearings. The more confidence you build, the more comfortable you make others at later conference activities. If you happen to be one of the attendees under the age of 40, try the Young Professionals Mixer that APCO offers specifically to help you settle in with your “tribe.”
EXCHANGE BUSINESS CARDSEven if you must print your own, this professional tool is essential. Give cards to network with new contacts, make notes about those you meet, and enter contests and get prizes. Use them in the Exhibit Hall as you check out new safety vehicles, have a professional resume review (you must pre-register by July 20 at apco2018.org/resume), go on a quest for prizes, visit vendors for product and service innovations, collect freebies, have lunch and take your phone to the Recharge Lounge. Drop your cards in all the containers for chances to win, and use cards you collect to follow up with contacts on social media after the conference.
INITIATE CONVERSATIONSThe best networkers make others feel welcome. Learn to ask open-ended questions that cannot be answered with one word. Practice aloud until you have three to five you can use as needed. For example, “How did you get started in this industry?” “What did you think was the most important point of the presentation?” “What’s your favorite part of your job?” These questions are always welcome at APCO networking events, like the eight networking receptions, parties, lunches or dinners, as well as informal opportunities in break rooms and hallways, while registering to vote, or while attending the blood drive or a committee event. Don’t know who to approach? Look for others with a New Attendee ribbon. And perhaps you’ll wear your conference T-shirt to help identify yourself with others around the venue!
FOLLOW A SCHEDULEAPCO offers something for everyone! That doesn’t mean you should try to do everything. Visit apco2018.org to view the schedule at a glance and identify don’t miss activities. Download the app when you register with our Attendee Service Center to set your itinerary. Review our nine tracks for continuing education credits, as well as the Career Advancement Center and Presentation Theater sessions. Also, schedule sleeping and breaks. Crowds energize extroverts and drain introverts, so manage your wellbeing. To maximize learning and networking, APCO also offers health and wellness sessions. You can carry around our mega notebook of materials or use the app to lighten your load, track your schedule, complete evaluations, access handouts, sign up for CEUs and more!
TAKE NOTESYou think you’ll remember because it’s all so exciting or motivating— but you won’t. Research shows taking notes is the best way to retain information. So, use a notebook or mobile device. For best retention, take notes as if must present the information to someone else later. Your notes can also help you add to your repertoire of open-ended questions.
FOLLOW UPReinforce your contacts and what you learned. Networks are made of relationships, not one-time meetings. Tell conference organizers of good experiences. Lots of people complain; few appreciate. Email a summary of your notes and key conference take-aways to colleagues who couldn’t attend. Add your business card collection to your contact manager. Connect regularly by email, phone and social media. Volunteer to help with next year’s APCO Conference New Attendee and Young Professional events. These conference keys build the professional relationships that enhance your career.
Jonathan Jones is a 9-1-1 Communications Supervisor with the Athens-Clarke County Police Department in Athens, Georgia. He is also Chair of the APCO Young Professionals Task Force and Vice-President of the Georgia Chapter of APCO. He can be contacted at [email protected]

By Robert Bloom
Originally published in the July/August 2018 issue of APCO’s PSC magazine.For access to PSC magazine and more articles like this one, please log in or become an APCO member.
What is more fun than attending an APCO Conference? Presenting at an APCO Conference! Not only is it a rewarding experience, but it’s a chance to share your knowledge. It is also a chance to make new friends and learn from one another.
Every fall APCO opens their Call for Speakers, and this is the chance for you to submit your idea for a presentation. APCO accepts both solo presentations as well as panel discussions. After you hit the submit button, your idea is headed down the road with hundreds of others just like it.
The Professional Development Events Committee (PDEC) receives your submission. The PDEC is divided into teams for each track, and here is where the real work begins.
One of the first things PDEC members look for when grading a submission is if it’s filled out correctly. That is probably the biggest section where people lose points. You want to be concise but accurate when you fill out the description for grading. Does it match the objectives you stated? Does it make sense in the track it is submitted to? Make sure to check your spelling, too! Lastly, write up a draft of the presentation and upload it with your submission. This gives the committee a better idea of what your session will look like.
Once presenters have been selected, APCO has a lot of resources to share with them. Between the time a presentation is selected and the conference, presenters receive several emails. One of the first emails introduces speakers to the speaker website, which is filled with lots of information on presenting. It also has an area to post questions, suggestions and ideas. Both returning and new speakers all have access to this website and APCO staff is always available to offer assistance. They can answer most questions and are in contact with the PDEC Committee.
Once speakers arrive at the conference, there are even more resources available. The Speaker Ready Room is staffed by conference volunteers who have phone contact with staff and PDEC members. The room is equipped with tables and chairs as well as a projector,allowing speakers to check their laptops and test their PowerPoint presentations. Speakers should check in with the Speaker Ready Room as soon as possible so the Committee knows they made it to the conference. One question that is always asked is about handouts. It is tough to say how many attendees will be at each presentation, so it’s usually easier to include handouts as part of the PowerPoint since they will be included with the recordings. One tip is to ask for cards and list your contact information on the last slide, so attendees can contact speakers directly afterward.
On the day of the presentation, the convention center audio-visual (AV) staff will stop in to help with any connections and set them up with wireless lapel microphones as well as handheld microphones. AV staff will be in and out during each presentation to monitor sound levels since all sessions are recorded. Each presentation has a dedicated room proctor who introduces the speakers and their topics, and also holds up a sign when speakers are getting close to the end of their session. PDEC staff are also moving about and usually check in on first-time presenters. So if you have some first timer jitters, just let someone know.
Once you get started, it is really easy. Besides, you are among friends that do the same kind of job that you do, so share your knowledge and experiences with them.
Now it is time for you to have fun and enjoy all of the new friends you’re about to meet!
Robert Bloom is Public Safety Systems Administrator, Department of Emergency Communications in Alexandria, Virginia. Bob has been working in public safety for almost 30 years. He serves as APCO’s Chair for Professional Development Events Committee, Vice Chair of Cyber Security Training Writing Group and a member of the Cyber Security Committee. He will also be Chair of APCO’s 2019 Baltimore Conference Committee.

Before, after or in between APCO International’s Annual Conference & Expo, Las Vegas has plenty to offer visitors
By Alex Snyder
Originally published in the July/August 2018 issue of APCO’s PSC magazine.For access to PSC magazine and more articles like this one, please log in or become an APCO member.
Welcome to fabulous Las Vegas! This is the sign that conference attendees will read as they are welcomed into the city. While in Las Vegas, you will find yourself busy with conference meetings, vendor booths and professional development and continuing education classes. A few may have the time to explore the city. Some may combine business with pleasure and come earlier or stay later after the conference. Here’s your introduction to fabulous Las Vegas.
HISTORYLas Vegas, which means the meadows in Spanish, was aptly named because of its lush valley filled with fields of wild grasses nourished by an underground aquifer in the middle of the Mojave Desert. The city was founded in 1906 and incorporated in 1911. In 1931, the first gaming license was issued. The year 1931 also saw the beginning of construction on the Hoover Dam. This brought in a population boom with construction workers and a boost to the economy. The Las Vegas Army Air Field, now known as Nellis Air Force Base, found its home in Las Vegas in 1941. The city has enjoyed many nicknames throughout years. Some are better known than others. While you have probably heard of “Sin City,” other nicknames include “Gambling Capital of the World,” “Entertainment Capital of the World,” and “Capital of Second Chances.” “City of Lights” is particularly apt, The Las Vegas Strip is the brightest place on Earth when looked at from outer space.
WHAT TO DOThe “Entertainment Capital of the World” boasts plenty of attractions. Shopping, spas, lavish stage shows and casinos immediately come to mind. But the city has so much more to offer. The Hoover Dam is a National Historic Landmark and has been rated by the American Society of Civil Engineers as one of America’s seven modern civil engineering wonders. If you are a nature lover, visit Red Rock Canyon or Mount Charleston.
Nature Lovers can explore Red Rock Canyon, which was Nevada’s first national conservation area and is located 17 miles west of downtown. The area is visited by more than 2 million people annually. It offers a 13-mile scenic drive, miles of hiking trails, rock climbing, horseback riding, mountain and road biking, picnic areas and nature observing. It has a visitor center with indoor and outdoor exhibits. Another outdoor adventure is Mount Charleston in the Springs Mountains National Recreation Area. It encompasses more than 316,000 acres with snow-capped mountain peaks surrounded by desert and features hiking trails, campgrounds and snow play.
Maybe you want to explore an urban landscape instead. Check out the Fremont Street Experience. It is a five-block entertainment district in historic downtown. The Viva Vision Screen located within the district is 1,500 feet long, 90 feet wide and is suspended 90 feet above the pedestrian mall. The screen has 12.5 million LED lights and a 550,000 watt sound system. The APCO Block Party will make Fremont Street shine even brighter Tuesday, Aug. 7 from 7 to 10 p.m. The outside event will include music, food and adventure, backed by the David De’ Costa Band performing the classic tunes of Frank Sinatra, Tony Bennett, Dean Martin and more. For details go to apco2018.org/blockparty.
Ready to take it back inside? The Mob Museum or rather the National Museum of Organized Crime and Law Enforcement explores organized crime’s impact on the city, America and the world. Learn about real stories and actual events via interactive and engaging exhibits. Maybe you decided to take a step away from crime and law enforcement while away from the conference. The Neon Museum is dedicated to collecting, preserving, studying and exhibiting iconic Las Vegas signs. The Neon Boneyard houses rescued neon signs from the city.
After all of the information to be learned from the conference, sometimes it is best to just find a spot to observe the hustle and bustle. There are incredible places throughout the city to take it all in: The Foundation Room at Mandalay Bay; Hyde Bellagio; The Eiffel Tower Experience at Paris Las Vegas; Maverick Helicopter Tours; Top of the World at the Stratosphere; Mandarin Bar at Mandarin Oriental; Boulevard Pool at The Cosmopolitan of Las Vegas; and High Roller Observation Wheel at The Linq are all highly recommended for viewing the city. After a quick breather, check out some local sports. Las Vegas is home to the Vegas Golden Knights of the NHL, Las Vegas Aces of the WNBA and the Las Vegas 51s, a minor league team and Triple-A affiliate of the New York Mets.
Finding a good place to eat is always welcome, and in Las Vegas you’ll have lots of company if shrimp is on the menu. The shrimp consumption in Las Vegas is over 60,000 pounds per day! This is more than the rest of the entire nation combined.
TIME TO SAY GOOD-BYEAt the close of the conference, you will be part of an impressively large group of people who have visited Las Vegas. In 2016, the city hosted over 6.3 million convention attendees with a total of 21,864 conventions. Among those, 27 percent were first time visitors. While driving out of the city, that famous diamond-shaped welcome sign reads “Drive carefully. Come back soon.” If you find yourself at McCarran International Airport, you most definitely will not find yourself alone. It welcomed 48.5 million arriving and departing passengers in 2017, marking it as the busiest year in the airport’s nearly 70-year history. The well-known saying is “what happens in Vegas, stays in Vegas”. During this conference, take the time to network and learn from the experience and bring those memories back to your communications center.
Alex Snyder is a Communications Floor Supervisor with Biloxi Police Department. She began her career in dispatching with the thought that it was a temporary job. Her 12-year anniversary was December 28. She has lived in Biloxi all of her life. She was one of the citizens who questioned where she would find herself at the end of Hurricane Katrina. She’s grateful that life led her to a career in telecommunications. She’s married with one daughter.