MONDAY, NOVEMBER 4

Priority Dispatch - Active Assailant Incidents: The Telecommunicator’s Role

HALF DAY COURSE:         8:00AM - 12:00PM   or   1:00PM - 5:00PM

Halifax Marriott Harbourfront Hotel 


This 4-hour course gives 9-1-1 dispatchers/calltakers an in-depth understanding of how to use the International Academies of Emergency Dispatch Active Assailant (Shooter) Protocol to gather crucial information and rapidly deploy responders. This protocol is available to all law enforcement, medical, and fire communication centers regardless of Academy membership or use of the Priority Dispatch System. Course includes a manual and scenario drills.


Course Cost: $150.00


Please register online or contact conference@apco.ca.

NG911: Beyond Technology - Issues that Matter to the Frontline

HALF DAY WORKSHOP:       1:00PM - 4:00PM

 Halifax Marriott Harbourfront Hotel 

  

"The  promise of Next Generation 9-1-1 (NG9-1-1) is not just about updating  current 9-1-1 call centres.  It's about disrupting the current paradigm,  and rethinking the way emergency communication centres connect citizens  with responders, with the best available information and tools." - Canadian NG9-1-1 Coalition


This workshop will be an Open Space facilitated workshop encouraging participation and input.  The focus will be on operational impacts of NG911 and thew burning questions and concerns related to this topic


No Cost for Registered Delegates

Streams Sponsored by:

Tuesday, November 5: 1:00pm - 2:00pm

AI: 101 (Public Safety use of AI - an overview)

Speaker: Jason Hutchens  

What exactly is artificial intelligence (AI) and how does it apply to the public safety sector? Today, more and more agencies are adopting emerging technologies to deliver new levels of public safety by extracting greater insights from newly collected data while improving process efficiencies. Interwoven in discussions of these emerging technologies is the concept of artificial intelligence, where there often lies many questions or misconceptions - from legal and policy concerns, to the use of AI and big data. This presentation will address these questions and common customer concerns head-on in a detailed overview of artificial intelligence as it relates to the public sector and the influx of new data from various emerging technologies. The session will uncover key benefits of AI, both now and in the future, public safety use cases, applications, and how AI differentiates from similar concepts (such as analytics or machine learning) - giving listeners an educational and immersive overview of AI and how it applies to them.

7 Skills of a Successful Hire or Life After the Comm Centre

Speaker: Holly Barkwell  

The traditional skillset for telecommunicators is based on hard skills such as typing speed, multi-tasking, customer service skills, language, etc. As agencies transition to Next Generation environments I think we can all agree these traditional skill sets are not sufficient to meet demands of an ECC in the future.

The new telecommunicator must bring rationality and reason into situations escalating out of control and evaluate information quickly and continuously. Most centres are running understaffed so there is less time for formal training. What are we missing? Come and join the dialogue.

Disposing of the Information Clutter and Dispatching in a World of Information

Speaker:  Larry Hicks  

  

Dispatch today is reactive, and with greater situational data being made available, it is becoming overwhelming. Dispatch should be about more than taking calls and dispatching units -- it needs to be about having the right information, at the right time in the right format. Dispatchers need tools that empower them to address the complex environments they face.

As a result of the amount of information available to dispatchers growing exponentially, emergency response times in some areas have increased, rather than decreased.

Dispatchers now have multiple systems to operate, along with a growing list of available information sources to use to coordinate and support field units. How can social media, recorders, dynamic mapping, video feeds, weather, CAD and other inputs make them more aware without being a distraction? What tools do they need to coordinate and support field units, increasing their situational awareness and usage efficiency?

In a world of information, where every second counts, how do we empower dispatchers save as many lives as possible?

In this session, Chris will elaborate on how these next generation data sources and tools can help dispatchers conduct operations effectively, whether they are dispatching from a traditional control room or in a dynamic, mobile environment. 

Don’t be a Dinosaur; LMR to LTE Transitions

  Speaker: Terry Burnworth

With public safety broadband systems being developed, vendors are vying for position for public safety LTE. This session will explore the next steps for possible transitional issues of LMR-to-LTE, including hybrid solutions. Voice will always be priority for first responders, but what does LTE bring to enhance the current LMR systems? This session will provide attendees examples of transitional deployments for first responders and control centers. The unique aspect of this session is that it is not vendor specific and will provide information of LMR-to-LTE vendor devices and deployments as case studies for end users to evaluate.

Mobile Communications Support as an Intergovernmental Shared Service

  Speaker: Matthew Boyle

The Province of Nova Scotia operates a province wide trunked radio system, which supports all public safety and public works users across the municipal, provincial, and federal governments. While this shared system covers most of Nova Scotia, sometimes large incidents happen in poor coverage areas. Additionally, since all levels of public safety are sharing a single radio system, large incidents can overwhelm capacity. To address these concerns, PNS provides a unique mobile communications support service, providing deployable, on-site telecommunications support services to first responders across Nova Scotia. While this is a provincial service, it is also offered to municipalities and federal government users, at no charge. This shared services initiative provides both communications planning services, as well as deployable technology, to meet the needs of emergencies of almost any scale. The MCS service can provide a fully-equipped communications unit with personnel to operate within an ICS environment. This presentation would outline the training, technology, and personnel providing these services, and describe the benefits of such a provincial service for first responders and provinces alike, and will also delve into a how a communications unit such as this can be critical to the success of incidents run under the Incident Command System (ICS) where a communications unit plays an integral role in operations.

Tuesday, November 5: 2:15pm - 3:15pm

Lessons Learned in deploying Real Time Operation Centres

Speaker: Jason Hutchens  

In this session, Lessons Learned in Deploying Real-Time Operations Centers (RTOC), learn best practices as to how law enforcement agencies now have the ability to capitalize on a wide and expanding range of technologies for efficient and effective policing. During this session, key concepts will discuss going from procurement to operationalizing an RTOC, policy considerations and staffing models.

Front-line and Forgotten: The Impact of Stress, Burnout, and Social Support on 911/Dispatch Employ

Speaker: Emily Kearns  

Mental health research, in the field of 9-1-1 call taking and dispatching, in Canada, is limited compared to other first responder communities (fire, EMS, and police). The purpose of this presentation is to share the preliminary findings and subsequent recommendations of a provincial study, conducted in Alberta, amongst 9-1-1 and dispatch centre employees. The presentation highlights the relationship between stress, burnout, and social support for these industry workers. The initial findings have uncovered some barriers to accessing mental health resources. The discussion will include an overview of the mental health programs currently being utilized, and their success rate. The unmet mental health needs of 9-1-1 and dispatch centre employees will also be covered in the session. This presentation will help managers, supervisors, and communications specialists understand the psychological needs of the industry and how to support 9-1-1 call-takers and dispatchers.

Dispatcher Role in Firefighter Safety & Survival

  Speaker: Stephan Bunker

This presentation will emphasize the positive impact of dispatchers in improved safety & survival of firefighters. Hear the views of firefighters in what makes a great dispatcher. Learn how dispatch info translates into improved fire-ground tactics & strategies. Consider the most dangerous calls & what to look/listen for, size-ups, exposures, rail incidents, unknown odor calls, Haz-Mat, time checks. Prepare for May-Day calls. Tips on dispatcher "ride-along" visits & continuing education. Lessons learned from NIOSH ff fatality reports. 

Digital Transformation in UK Policing

  Speaker: Paul Kennedy

The presentation will cover the progress made to date by police forces in the UK, particularly related to the exponential rise in the volume and variety of digital evidence.

The presentation will discuss the challenges and opportunities from the availability of digital evidence.

An overview will be given on current national police tech programs, and an independent view of what has worked and what has not worked.

The main body of the presentation will discuss how UK policing is now embracing technologies such as digital evidence management solutions, cloud computing, artificial intelligence, data analytics and robotics process automation.

Finally, the presentation will explain how the digital transformation of UK policing can be 'exported' for the benefit of other countries and also how technology suppliers from overseas can engage with the UK law enforcement community.

Engaging Public Communications Officials in Research: Development of a National Registry

Speaker: Stephen Czarnuch   

The term “first responders” typically refers to paramedics, firefighters, and police officers; however, rarely are public safety communications officials (PSCO) (e.g., 911 call takers, emergency telecommunications officials) included in that description. More recently, the term Public Safety Personnel (PSP) has emerged to encompass all persons serving the Canadian public, including PSCO. In a recent prevalence study (Carleton et al. 2018), 33.2% of PSCO screened positive for major depressive disorders (general population: 7%), and 48.4% screened positive for any mental disorder (general population: 10.1%). Unfortunately, apart from this recent study, research of Canadian PSCO remains sparse. One significant challenge in reaching out to this PSP sector is the lack of a comprehensive registry detailing the locations of public-safety answering points (PSAPs) (i.e., call centres), and the absence of a roster and workplace profile detailing the individuals employed or volunteering as PSCO. The current study presents our work toward developing a national registry of PSAPs, which will provide the foundation for conducting research that addresses the mental health, physical health, and technological needs within this sector.

Tuesday, November 5: 3:30pm - 4:30pm

Changes Ahead – NG911, the CAD perspective

 Speakers: Rod Martinsen & Shane McMaster

Join Hexagon Safety and Infrastructure to discuss the changing environment that NG911 will present to Communication Centers. Hexagon will share how customers can prepare for NG911 and how it will enhance the call taking and dispatch process.  We will also lead a discussion on how the dispatch function will change given the new data sharing paradigm and things that should be considered as it relates to NG911 

Tail Wagging the Dog: The Hidden Approach to Public Safety Communication Procurement

Speaker: Terry Burnworth   

In the past, an agency typically chooses a vendor to provide a product or service related to public safety communications. With the advent of more open architectures, public safety broadband systems, IP based PSAP’s, the market has opened up to multiple vendors with similar and differing equipment and services. This has allowed for more competition and better pricing for the public safety agencies, but it is important to know the differences between them. This session will provide three approaches to public safety equipment procurement and the pros and cons of each approach. Real-world examples are provided of the various approaches.

Resiliency and Security For Radio Systems and IT Networks

Speaker: Cheryl Giggetts & Jeremiah Knowles

With the recent increase in cyberattacks, the need for resilient IT security has become a major factor in all public safety technology departments. Can you recover from a cyberattack, or other unexpected security breach? All security threats must be considered when planning IT systems to ensure continuity of service and reliable communications for public safety radio systems. This presentation will provide key information on designing, planning, and implementing security and resiliency throughout your technology infrastructure.

You can spell GIS, but what is it and why should you care?

Speaker: Diane Pelletier & David Hamilton

   You can spell GIS, but what is it and why should you care?  The CRTC has mandated a modernization of 911 networks to be completed over the next few years. Tabular-based 911 location databases will transition to using geographic information systems (GIS)services.


This presentation will provide you with a basic understanding of GIS, and how it will play a significant role in NG9-1-1. We will discuss the work that is currently underway on several related fronts, such as the creation of a Canadian NG9-1-1 GIS data standard including the identification of mandatory, strongly recommended and recommended data layers, along with the identification of regional (Provincial) aggregators to ensure those standards are adhered to. 

Impact: A Life Journey

   Speaker: Mike Reschny
The speaker will share a personal look into a life of unique challenges and how decisions impact us. We to shed the decisions of others in order to move on and live the lives are destine to live.
We are not designed or expected to live a life of FEAR.
We are designed for more than we know, maybe it’s time to realize it, and act on it.
Mike has survived and flourished even given the obstacles he’s faced. He has come out the other side with a smile and a genuine gratitude for life and the people around him…. Good or not so good!
This powerful session will remind us that we have a life to live on our own terms and to make the moments count.
We will take a peek at unique challenges:
• Who are we?
• How did we get here?
• How other people decisions impact us?
• Why we allow others to treat us in unacceptable ways?
• Surviving medical challenges (physical & mental)Customers have questions, you have answers. Display the most frequently asked questions, so everybody benefits.

WEDNESDAY November 6: 1:00pm - 2:00pm

Industry's role in smoothing the migration to NG9-1-1

 Speaker: Ken Ray 

PSAPs are facing the chronic challenge of maintaining staffing levels. In the not too distant future, Call Takers and Dispatchers will be expected to managed additional data and multi-media associated with NG9-1-1. In this session, we will cover the CRTC NG9-1-1 guidelines along with a view to emerging technology and solutions to help manage the transition to NG9-1-1.  

Supporting Emergency Telecommunicators through Next Generation 911 Using Artificial Intelligence

  Speakers: Stephen Czarnuch, Renee MacPhee, 

Robert Stewart

In 2017 the Canadian Radio-television and Telecommunications Commission directed all Canadian telephone companies upgrade their infrastructure and networks to support next-generation 911 (NG-911). Specifically, the upgrades must support NG-911 voice communication and text messaging by June and December, 2020 respectively, with provision for video streaming and images. Canadian telecommunications operators (e.g., 911, dispatch) are already exposed to high levels of occupational trauma, with recent data showing that 48.4% screen positive for a mental disorder compared to diagnostic rates of 10.1% (general population). The effects NG-911 will have on mental health in telecommunications are not known; however, the new modalities of information (i.e., text, images and video) offer a unique opportunity to use artificial intelligence (AI) within call centres. We present our preliminary work toward using AI to reduce the effects of traumatic exposures within Canadian call centres.

How Mobile Technology is Shaping the Future of Public Safety

  

Speaker: Chris Macpherson

In this session led by Chris Macpherson, National Director for Public Safety and Government, you will learn about the now, the coming soon, and the future of wireless technology in the public safety sector. As Canada’s leading carrier for first responder networks, Bell is focused on bringing to market new technologies like Mobile Broadband for First Responders to put data-rich applications in the hands of those on the front lines, keeping them and citizens safer. We will also touch on our vision of the future with emerging technologies like NG911, Mission Critical Push-to-Talk, and 5G. 

Are you STRESSing

Speaker: Pam Steciuk  

Some days, working in the telecommunications field can feel like you're walking into a hurricane and by the time the end of shift arrives, you feel lucky to have survived. This interactive presentation will have participants talk about what type of calls/events cause them stress and how this manifests differently in each of them. Recognizing these triggers is the first step to their mental wellbeing. It will also help to bring awareness of these stressors for their co-workers. Several tips and strategies on how to alleviate this stress (while at work or at home) will be presented - bringing the calm after the storm. Having an open discussion with peers is a way to show support for other telecommunicators and to say You Are Not Alone in this journey.

Development of the Most Interoperable Voice Radio System in Canada- A Case Study

Speakers: Todd Brown & Bruce Grandy 

Bruce and Todd will present and take questions on their ten-year effort to establish the first shared, interoperable, multi-jurisdictional, regional, public safety grade voice radio system in North America.

The Maritime Public Safety Network (MPSN), which came into service between 2015 and 2018, provides a single, P-25 compliant, highly interoperable voice radio network to over 80 provincial, municipal, federal, and non-profit public safety agencies with over 30,000 users.

WEDNESDAY November 6: 2:15pm - 3:15pm

Connected Command Center: Improving Situational Awareness with Data in The PSAP

  Speakers: Steve Alvey

More data means more information. Join our session to make sure your agency recognizes the critical benefits of context-enriched services that push the right content to the user at the moment of need. We will cover how your agency can leverage the overwhelming data it receives and how to use it to improve situational awareness.

Inferno @ Lac Megantic

Speaker: Stephan Bunker
This presentation will detail the tragic rail derailment and fire storm that devastated the town of Lac Megantic, Quebec, Canada on July 6, 2013. The story will highlight what has been called the perfect storm of issues that led to the death of 47 citizens, destruction of the historic community downtown and long-term environmental impact. the study will highlight issues of faulty engine repairs, lack of sufficient brakes, poor track maintenance, staffing levels, weak safety precautions, poor government oversight, Also discussed will be the response by fire departments and public safety personnel, the role of emergency response assistance planning. Other lessons learned will include the communications systems used by rail services, their response methods. Final notes will be the resulting civil and criminal investigations, and changes to rail practices.

Kenwood Indoor/Outdoor Positioning and Tracking

 

Speaker: Josh Harvey 

  

In our fast-moving world, knowing the locations of the people you rely on is critical. GPS can pinpoint them outdoors, but satellite signals are often unreliable indoors, blocked by walls or other structures. Something else is needed: the Kenwood Indoor/Outdoor Positioning and Tracking solution.

A positioning and tracking system helps you to get the right resource to the right place at the right time – all fully visible from your office. Indoor Bluetooth beacons combined with GPS enable the real-time tracking, reporting and recording of each person’s location and status.

  When an emergency call is received from a radio, an alert is automatically triggered. Positional information can then be used to provide rapid assistance. 

JVCKENWOOD Canada's Public Service and Government Sevices sales rep, Josh Harvey, dives deeper into this new Kenwood initiative and explains why it could be beneficial for your professional application. 

The Importance of Controlling your own QoS

  Speaker: Robert Kwapisz 

  The Importance of Controlling your own QoS

When fighting fires or attending to an emergency, the last thing you want to worry about is whether your backhaul provider to going to throttle your networks or control your connections. Furthermore, you need to make sure that the voice and data you are sending via your backhaul gets through without error or delay.

This session will discuss the importance of setting the correct Quality of Service (QoS) and defining who makes the decisions for your network's control from end to end. Real-life examples will be referenced.The protocols used in this program have managed tens of millions of calls on multiple continents for nearly 20 years.

Sustainable Dispatch; PSAP Facility Design & Engineering - Part 1 of 2

 Speaker: Terry Burnworth

This session is about the design and engineering required for a sustainable PSAP. Most published materials concerned with sustainable PSAP’s are focused around the technology, routing, call-taking, and deployment of resources. This session will cover the “bricks-and-mortar” issues for a sustainable facility; location, survivability, hardened concepts, electrical, HVAC, lighting, layouts, workflows, sustainability, adaptability, cost issues, procurements, and project scheduling. There will be a checklist for review of existing facilities as well as criteria for new facility development. The session will review real-world PSAP designs including remodeling existing facilities and “ground-up” new structures. This is a 2-hour session due to the complexity of the materials involved.

WEDNESDAY November 6: 3:30pm - 4:30pm

OnStar Emergency Services

 Speaker: Charlene Poranganel

  

OnStar’s Emergency Services are best known for their role as a vital link between motorists and 9-1-1 centers during emergencies such as Automatic Crash Response and vehicle location assistance technologies.   But are you up to date on their latest technologies and innovations to help public safety? 

Did you know: 

• OnStar Emergency Advisors are EMD trained? 

• Advanced Crash Data technologies may be able to predict the probability of severe injuries in a crash which may impact dispatch and transport decisions? 

• Many stolen newer model GM vehicles can have the engine remotely disabled and/or slowed down to help reduce pursuits, increase safety and apprehend suspects? 

This presentation will provide an overview and update of OnStar’s Emergency Services including: how OnStar works, Automatic Crash Response data and Injury Severity Prediction technology, OnStar’s EMD protocol, Stolen Vehicle Assistance Services and emerging OnStar technologies. 

The Tragic Loss Of One Of Our EMDs: Deployment Of Our Peer Support Network In A Time Of Tragedy

Speakers: Jean-François Poulin & Vincent Brouillard
As emergency responders, we are trained to help people, mostly strangers, in multiple types of situations. We are trained professionals that know what to do, how to do it and what to say to help people in need. As an EMD, have you ever wondered how you would react and what you would do if confronted with the loss of one of your peers in a tragic event? As a supervisor, have you ever asked yourself what tools and plans are in place to help you help your EMD’s during a tragic situation? The loss of one of your employees? One of your own?

In this conference, we will share the specifics of our project, the peer supporter selection process, the role of a peer supporter, their training, how and when they intervene, and the tragic loss of an EMD that precipitated the deployment of the project. 

The UK's Emergency Services Network/Emergency Services Mobile Communications Programme (ESN/ESMCP)

  Speaker:  Chris Lucas

  The UK Home Office is leading a pan departmental, cross government programme to deliver the new Emergency Services Network (ESN) critical communications system. This will replace the current Airwave Tetra service used by the emergency services in Great Britain. 

Users for the ESN include the police, fire and rescue, and ambulance services as well as a range of other public safety users There are 300,000 frontline emergency service users who will depend on ESN, using handheld devices or operating equipment across 50,000 vehicles, 115 aircraft and 200 control rooms.

The strategic aim of the emergency services mobile communications programme (ESMCP) is to deliver a much better voice and data service to the emergency services. It will replace the reliable but limited and ageing Airwave Tetra system.

ESN will transform emergency services’ mobile working, especially in remote areas and at times of network congestion. It will create a single platform for sharing data and imagery and enable faster adoption of successful mobile applications. 

ESN represents cutting edge technology and will be the future platform for communications in the emergency services. Delivering this world leading network has presented some challenges as the UK will be the first country to deliver LTE Mission Critical functionality on a national scale.

PSAP Performance Metrics: How Does Your PSAP Measure up?

 Speaker: John Wynia

  We’ve all heard the saying “You can’t manage what you can’t measure.” This especially rings true in 911, where seconds can mean the difference between life and death. All 911 centers have performance targets – but how do you know if you’re measuring the right things? And is there an easier way to track metrics than spending countless hours manually compiling spreadsheets and data? In this session, we’ll share best practices on the ‘what, why and how’ of creating and measuring PSAP KPIs and reveal results from the recent PSAP Performance Metrics benchmarking survey.

Sustainable Dispatch; PSAP Facility Design & Engineering - Part 2 of 2

 Speaker: Terry Burnworth

This session is about the design and engineering required for a sustainable PSAP. Most published materials concerned with sustainable PSAP’s are focused around the technology, routing, call-taking, and deployment of resources. This session will cover the “bricks-and-mortar” issues for a sustainable facility; location, survivability, hardened concepts, electrical, HVAC, lighting, layouts, workflows, sustainability, adaptability, cost issues, procurements, and project scheduling. There will be a checklist for review of existing facilities as well as criteria for new facility development. The session will review real-world PSAP designs including remodeling existing facilities and “ground-up” new structures. This is a 2-hour session due to the complexity of the materials involved.

Thursday November 7: 10:00Am - 11:00am

Beyond Location: Trends in Additional Emergency Data

Speaker: Jeff Robertson    

Over the past year, thousands of ECCs have begun taking advantage of more accurate caller location and additional data during 9-1-1 calls. By receiving real-time information from connected devices and medical databases, public safety agencies have the opportunity to provide data-driven, personalized emergency response. This session will share how public safety leaders across the country are approaching life-saving data sources beyond caller location. This session looks at how ECC managers, supervisors and telecommunicators can utilize data from sources such as Apple, Google, Uber, and MedicAlert to enhance emergency response. 9-1-1 professionals will leave with a clearer understanding of how to receive, train and utilize this life-saving data.

Assuring Public Safety Communications: Supporting the Effort to Verify Indoor Network Performance

Speakers: David Adams
 Demands for assuring Public Safety “in building” network coverage is growing rapidly. 

The leading PS agencies have strict requirements for testing and demonstrating satisfactory performance. New cost-effective tools are required to enable organizations to meet these requirements.

How the emergency services in the UK are using what3words to get accurate locations for incidents

 Speaker: Geordie Palmer

what3words has assigned every 3m square on the planet a unique 3 word address to give members of the public a very simple way to communicate a precise location. So rather than having to read out a long string of GPS coordinates, you can simply say ///fixated.spring.vouch and that will uniquely describe a 3m square in the middle of Long Lake Park in Nova Scotia. In the UK, over 70 Fire, Police, Ambulance and Coastguard services are using and promoting the free what3words app to be able to share and receive the exact location of incidents as quickly as possible. The session will present a variety of case studies in the UK, on everything from how what3words has been used to coordinate police search operations to find missing or vulnerable people, to get the precise location off a family trapped in a shipping container, and share locations between multiple different emergency services all responding to the same incident.

State of Interoperability in Canada & Changes to ICS Communications Structure

Speakers: Craig Marek & Ronald E. Williscroft, ENP

  This session will provide the attendees with an oversight on both Inter-provincial and Cross Border Interoperability in Canada, review available frequency and interoperability allocations and current Industry Science and Economic Development Canada enabling regulations (handouts will be provided). References to current ongoing Interoperability working groups will also be highlighted and provided. 

We will also review current Incident Command System structure as it applies to the Communications Unit and review proposed changes, discuss potential impacts and outline issues affecting Communications Unit training in Canada.

We hope to start an ongoing dialogue on ICS Communications and Interoperability in general, how it applies to the Emergency Telecommunicator and support staff and look at future opportunities for education and growth across Canada.

Revolutionizing Public Safety Recruitment and Training by Leveraging our People

 Speakers: Colin Brittain & Carly Taylor

  E-Comm Call Takers are the immediate front line of the 911 system. The job is extremely fast paced, technically complex and at times, intensely emotionally demanding. Training for the position takes a minimum of five months and once candidates pass the nine month probation it takes another 12-18 months before they become experienced operators.

We found that over the past few years, a higher proportion of candidates failed probation or resigned because they did not meet expectations of the role or found that the role wasn’t a fit for them. HR and training collaborated to conduct a review of our recruitment and training processes for new candidates. We redesigned our call taker training program with a focus on foundational skills and principles of adult learning. We are excited to share our challenges along the way and how we leveraged our people to create solutions. After all, our people are our best asset!