5:00 PM - 7:00 PM
Opening Night Party
Kick off Be The Difference 2026 with an evening of networking, connection, and fun! Join us in the Vendor Hall to meet our incredible vendors, explore innovative solutions, and catch engaging sessions at the 9-1-1 Solution Stage. Mingle with fellow attendees, enjoy delicious small bites, and set the tone for an unforgettable conference experience.
8:30 AM - 9:45 AM
Welcome to Be The Difference
Kick off Be The Difference 2026 with a powerful and inspiring start! Adam Timm will ignite the energy in the room, setting the tone for days filled with connection, learning, and motivation. Then, Nathan Lee will take the stage to share Part 1 of Denise’s Story, a moving reminder of why excellence in 9-1-1 is not just important, but essential every single day.
10:00 AM - 12:00 PM
Exclusive Vendor Hall Hours
Explore the latest innovations, connect with top vendors, and catch more fast-paced sessions on our expanded 9-1-1 Solutions Stage. It’s your chance to see new technologies in action, gather fresh ideas, and network with industry experts, all in one place!
12:00 PM - 12:50 PM
Lunch in Vendor Hall
Take a break and recharge with a convenient boxed lunch, served right in the Vendor Hall.
1:00 PM - 2:50 PM
Silent Struggles: Supporting 9-1-1 Professionals Through Personal Trauma and Wellness
Every day, 9-1-1 operators bear witness to crisis, but what happens when they are carrying their own? “Silent Struggles” is a compassionate and candid session to shed light on the hidden emotional toll of working behind the headset. Drawing from real stories and lived experience, this presentation explores the intersection of personal trauma and professional duty. Participants will gain insight into how unresolved trauma can affect communication, performance, and team dynamics, and what leaders and peers can do to support wellness. This session equips attendees with tools for navigating personal healing while helping others, creating space for open dialogue, and building a culture where wellness is not optional. It is essential.
1:00 PM - 2:50 PM
Tone, Timing, and Trust: Coaching that Builds Confidence
Live training is unpredictable. CTOs must balance support with autonomy, guiding trainees without grabbing the headset or undermining their confidence. This session will equip trainers with practical, real time coaching strategies that build independence, reduce anxiety, and support meaningful growth, even in high stakes situations. Part of training is teaching your trainee that even if they don’t know the answer, they need to know how to use their resources to find it. They also need to be confident enough to make decisions when the moment calls for it, and to stand by those decisions.
1:00 PM - 2:50 PM
Shots Fired, Shots Fired!
Your role in responder safety (will include Fire & EMS). Along with a specific discussion of officer involved shootings and what dispatchers can and cant do to enhance the safety of responders. Having dispatched during an officer involved shooting, being a supervisor in the center during numerous shootings and being a Deputy who was involved in fatal shooting this class will examine specific incidents and what dispatchers can do.
1:00 PM - 2:50 PM
Rise and Thrive: Leveling UP for Career Advancement
In Rise and Thrive: Leveling UP for Career Advancement, discover how to define and refine your leadership vision, articulate your purpose, and assess whether it's time to "level up" in your current organization or consider a new path. This session covers essential strategies for advancing your career, including crafting a compelling resume, mastering interview techniques, and embracing the concept of "failing forward" to build resilience and growth. Whether you’re actively seeking promotion or exploring new opportunities, this session will equip you with practical tools to make your next move confidently.
3:00 PM - 4:50 PM
Stronger Together: A Hands-On Workshop for Building and Leading a Peer Support Team in Dispatch
Peer support in the 9-1-1 center isn't a luxury, it's a lifeline. In a profession where stress is constant and critical incidents are routine, having a trusted support system can be the difference between burnout and resilience, isolation and connection.This interactive two-hour workshop will walk attendees through every stage of building and sustaining a peer support team tailored specifically for emergency communications. The first portion focuses on the foundation: gaining leadership buy-in, selecting the right team members, and establishing a structure that fits your center’s culture. The second dives into the heart of peer support, how to have meaningful, difficult conversations, protect confidentiality, and uphold best practices that foster trust and safety.The final portion brings it all together with live demonstrations of debriefings and one-on-one peer conversations. Attendees will leave not only with practical tools and tangible resources, but with the inspiration and confidence to lead the way in creating a culture of care in their own centers.
3:00 PM - 4:50 PM
Every Shift Matters: Leveraging 9-1-1 Tools to Prevent the Next Tragedy
High-profile tragedies like the Denise Amber Lee case, the recent flooding in TX and NOC, Kyle Plush’s death, and sadly, numerous school shootings serve as painful reminders of what can happen when communication breakdowns, missed opportunities, or underutilized resources occur in the public safety response chain. This session is not about blame, it’s about empowerment.Today's 9-1-1 professionals have access to more technology, tools, and data than ever before. With those advancements comes a profound responsibility: to understand, use, and trust the systems designed to support rapid, informed, and life-saving decisions.Attendees will leave with a renewed sense of purpose, practical strategies for maximizing their agency’s tools, and a shared commitment to preventing the next headline-making tragedy, not through fear, but through preparation, knowledge, and accountability.
3:00 PM - 4:50 PM
When it Happens Here: Lessons Learned from 9-1-1 Professionals on Responding to Unthinkable Events
When it Happens Here: Lessons from 9-1-1 Professionals on Responding to Unthinkable Events brings together public safety professionals who have lived through some of the most critical and chaotic incidents in recent history. From the Oklahoma City bombing to the Las Vegas shooting, the Nashville Christmas Day bombing to the Francis Scott Key Bridge collapse, and the devastating Oregon wildfires, these seasoned professionals will share their firsthand experiences, hard-earned lessons, and practical insights. Topics include managing communication breakdowns, system overloads, large-scale transportation disruptions, and even sustaining operations during a two-week center evacuation. This powerful session offers a rare opportunity to learn how to prepare for, and lead through, the unimaginable.
3:00 PM - 4:50 PM
Thrive in Action: The Career Readiness Lab
Thrive in Action: The Career Readiness Lab is the hands-on continuation of Rise and Thrive: Leveling Up for Career Advancement, where attendees move from learning to doing. This interactive session is designed to help you apply the strategies from Part 1 through real-world practice. You'll engage in live resume reviews, mock interviews, and skill-building exercises that sharpen your ability to present yourself confidently and strategically for your next promotion or opportunity. Whether you're fine-tuning your current path or preparing for a bold leap forward, this session will equip you with actionable tools to thrive in your career journey.
5:00 PM - 5:50 PM
Closing Supersession
As we wrap up the day, Adam Timm will lead an energizing recap of today’s sessions and the insights we’ve gained together, leaving you inspired and ready for what’s ahead tomorrow. Then, Nathan Lee returns to share Part 2 of Denise’s Story, an emotional reminder of why our work in 9-1-1 demands excellence, every single day.
8:00 AM - 9:15 AM
Opening Session
Start the day with a burst of inspiration! Adam Timm will share how each of us can make our mark in 9-1-1, reminding us that every action matters and every shift is an opportunity to make a difference. His energy and passion will fuel us for another full day of learning, connection, and growth.
9:30 AM - 11:30 AM
Guided, Not Ghosted: The Power and Privilege of Mentorship in Dispatch
Mentorship isn’t a feel-good bonus—it’s a survival tool. In the world of 911, where burnout is high and turnover is higher, effective mentorship can be the thing that keeps people grounded, growing, and still showing up with purpose. This breakout session dives into the real power of mentorship—not as a checkbox program, but as a living, breathing relationship that builds confidence, sharpens instincts, and passes along wisdom the CAD system will never capture.Whether you’re a seasoned pro or someone still figuring out how to lead without losing your mind, this session will give you the tools (and maybe a nudge) to build stronger people, better culture, and a more sustainable future inside your center. Expect practical tools, real stories, and a reminder that mentorship isn’t about perfection—it’s about presence
9:30 AM - 11:30 AM
When Trauma Met Trauma: Navigating Relationships in Public Safety
Public safety relationships often form fast, burn bright, and sometimes fall apart, especially when trauma meets trauma. In this deeply personal and reflective session, the presenters explore how shared high-stress experiences can create trauma bonds that feel like deep connection but may mask unresolved pain, codependency, or emotional avoidance.Through honest storytelling and real lessons learned, this session shines a light on the unique relational challenges faced by dispatchers, first responders, and their partners. Participants will leave with insight into healthy connection, emotional boundaries, and how to break the cycle of bonding through shared pain alone.
9:30 AM - 11:30 AM
The Adaptive CTO: Coaching for Growth, Independence, and Motivation
No two trainees are the same and your approach shouldn’t be either. This section focuses on how to flex your training style without losing structure or standards. You’ll explore ways to adjust tone, tactics, and pacing based on trainee personalities, learning preferences, and day-to-day challenges while still staying true to your values and expectations.
9:30 AM - 11:30 AM
Peak Resilience and Anti-Fragility
Our bodies and minds are designed for high performance, but when confronted with cumulative and acute stress, how we respond can define our effectiveness as leaders. Do you emerge feeling drained and overwhelmed, or empowered and energized? In this leadership-focused session, you will explore how to navigate difficult periods and high acuity incidents without sacrificing your well-being or leadership capacity. Learn how to become antifragile, embrace Post-Traumatic Growth, and apply strategies that not only build personal resilience but also inspire and support those you lead. You will leave equipped with tools to reach and sustain peak performance, fueling your growth as a leader both on and off the job.
1:00 PM - 2:50 PM
Unmasking: Overcoming Imposter Syndrome in 9-1-1
This session is designed for those who quietly question their value, skills, or right to “be in the room.” Who carry the heavy feeling that they’re simply not enough. So many of us wear masks, projecting confidence while wrestling with that weight. This workshop is about breaking that false narrative. Through honest conversation, peer interaction, mindfulness, and reflection, participants will unmask the imposter within, recognize the skill and heart that brought them here, and leave with tools to remind themselves: you are qualified, you are capable, and you absolutely belong in every room you’re in.
1:00 PM - 2:50 PM
From Console to Coordinator: Elevating Training, Empowering People, Strengthening Culture
Designed for those making the pivotal shift from frontline telecommunicator to training coordinator, this session explores the evolving responsibilities of training leadership and how they directly impact agency culture and operational success. Attendees will examine the essential components of an effective training program, with a focus on developing not just skills, but the whole person. Through real-world examples and discussion, participants will learn how trainers serve as culture carriers, shaping values, expectations, and team dynamics. Whether you’re new to training leadership or looking to enhance your program, this session will provide practical tools and insights to elevate your impact, empower your people, and strengthen your organization from the inside out.
1:00 PM - 2:50 PM
Unspoken Direction: Bosses Aren't the Only Leaders
In many PSAPs, leadership is often mistaken for something tied strictly to rank or title. But the truth is, everyone in the room has influence and while some lead quietly by example, others more vocally, and still some may unknowingly set the wrong tone despite good intentions.Trainees, especially, are always watching. Whether the behavior they observe is productive or problematic, they begin to absorb and mirror it, often before they fully understand the context. If not addressed early, these subtle influences can shape performance, morale, and ultimately, your agency’s retention.This class will explore how to identify informal leaders, recognize the impact of their behavior, and address issues as they arise. More importantly, we’ll discuss how to harness that influence to build a healthier, more transparent culture that supports learning, encourages accountability, and sets clear expectations from day one.
1:00 PM - 2:50 PM
Tell Stories: Make Recognition Meaningful
In this session, you will hear from a medium-sized 911 center who has been working with intention to acknowledge the unique work of 911, build resources to support employees and their families and build a sustainable internal recognition program. Clackamas 911 has embarked on a series of agency-wide initiatives to help employees recognize each other, include our supporters, share the individual stories from our careers and honor the collective wins & struggles as a team. Come & learn how one center has used technology and creativity to make visual a profession that too often stays hidden behind the curtain of emergency services.
3:00 PM - 4:50 PM
Empathy in Action: Be Your Best Version
In 911 dispatch, every call carries weight, sometimes trauma, sometimes hope, and often the invisible toll it takes on the people who answer the call. Empathy in Action: Be Your Best Version will spark meaningful conversation about the power of empathy for callers, yourself, and your team.Led by a fellow emergency service professional with over two and a half decades of emergency and crisis response. This session combines personal journeys with professional insight. You'll hear how experiencing personal tragedy, secondary trauma, burnout, and compassion fatigue became the catalyst for building a more resilient, grounded version of self. Being your best version is rooted in empathy, self-awareness, and practical resilience strategies.Whether you're new to dispatch or a seasoned veteran, this session is a reminder that your best version isn’t perfect, it’s present, aware, and empowered. Come ready to reconnect with why you do this work and how to do it without losing yourself along the way.
3:00 PM - 4:50 PM
The QA Blueprint: Best Practices for Creating and Sustaining a 9-1-1 QA/QI Program
This session offers a comprehensive look at the essential role quality assurance and quality improvement play in the success of any emergency communications center. In the first half, attendees will explore foundational best practices for building and maintaining an effective QA program, from establishing clear objectives and scoring guidelines to fostering a culture of accountability and support. The second half will focus on the critical connection between QA, QI, and training, highlighting how these elements must work together to drive meaningful growth and performance improvement. Whether you are starting from scratch or looking to strengthen your existing program, this session will provide actionable strategies to build a resilient and sustainable QA and QI framework that supports excellence at every level.
3:00 PM - 4:50 PM
Promoted but Not Prepared: A Survival Guide for New Supervisors
Congratulations… you’re in charge now. Now what? Stepping into a supervisory role can be both exciting and overwhelming, especially if you have been promoted without formal training, guidance, or a clear roadmap. This honest and practical session is designed for new or aspiring supervisors who are navigating the realities of leadership for the first time. We will focus on what truly matters in your first year, including developing strong communication habits, adopting the right mindset, setting realistic expectations, and learning how to recover and grow from inevitable missteps. Because yes, you will make mistakes, and that is part of the process. You will leave this session with insights, encouragement, and real-world tools to help you build confidence, earn respect, and lead with purpose from day one.
3:00 PM - 4:50 PM
Command from Within: Strengthening ECC Teams Through Incident Leadership
This dynamic session equips public safety telecommunicators with the leadership skills and operational strategies needed to build high-performing teams within Emergency Communications Centers (ECCs). With a focus on internal Incident Command, participants will explore creating a scalable command structure, assigning clear roles, and activating effective team systems during high-stress events such as active assailants, mass casualty incidents, or large-scale emergencies. Grounded in systems thinking and real-world experience, this course offers practical tools for strengthening communication, coordination, and confidence when it matters most. Attendees will leave with actionable resources to immediately implement internal incident command strategies in their centers.
8:00 AM - 9:50 AM
Mind and Body Ready: Wellness Planning for Public Safety
This focused, two-hour wellness session is designed for public safety professionals who want to take meaningful steps toward improving their physical, mental, and emotional well-being. Participants will explore key pillars of personal wellness, including nutrition, movement, sleep hygiene, stress management, and emotional resilience. Through guided reflection and practical discussion, you will gain real-world tools to manage job-related stress, boost your energy, and create better balance between work and life. Whether you are looking to improve your overall health or simply need a reset, this session offers a realistic, actionable approach to wellness in a profession where readiness starts with taking care of yourself.
8:00 AM - 9:50 AM
Productive Feedback and Meaningful Conversations
All supervisors and trainers will experience, at one point, a variety of personalities. Low Confidence, Over Confidence, Flippant, Over Agreeable, Dense, are all descriptors used to label personalities found in the feedback environment. Learn how to identify these traits but more importantly where they come from and how to overcome them. This session will also have you reflect on your journey of receiving feedback to help identify memorable traits of your trainers/supervisors - both positive and negative. Learn techniques to help develop trust and open communication in the pursuit of creating productive team members and life-long learners!
8:00 AM - 9:50 AM
Telecommunicators Response to Disturbance Calls
This session is designed to equip 911 telecommunicators with the skills and confidence needed to handle a wide range of disturbance calls effectively, including disorderly conduct, trespassing, welfare checks, alcohol-related incidents, overdoses, loud music, loitering, and indecent exposure. Participants will learn how to maintain calm and professionalism under pressure while applying proper protocols for dispatching law enforcement, medical, or other emergency responders. Through discussion and practical examples, the session emphasizes gathering critical information, assessing risk, using de-escalation techniques, and ensuring the well-being of all individuals involved. Attendees will leave with a stronger understanding of how to manage these calls with clarity, empathy, and sound judgment.
8:00 AM - 9:50 AM
Unmuted: Introducing the Community to Us
Everyone thinks they know what we do, thanks to Hollywood’s dramatized portrayals—but what if we took control of the narrative? This session empowers emergency communications professionals to tell their own story through impactful community outreach that builds connection and strengthens public trust. You'll learn how one team turned a simple Citizens Police Academy presentation into a growing series of events that engage the public, including programs designed specifically for kids with police and fire joining in. We'll walk through practical steps, lessons learned, and strategies for building outreach efforts that are effective and achievable, even with limited time and resources. In the second half, we’ll shift into a collaborative brainstorming session where you can share your ideas and work with others to shape them into actionable, customized outreach plans. Whether you're just starting or looking to grow your current initiatives, you'll leave with a clear roadmap to connect with your community and share your agency’s story with authenticity, heart, and purpose.
10:00 AM - 11:50 AM
Dispatch, Trauma, and Tails: Healing with K9 Support
In the intense and emotionally demanding world of emergency communications, support can come in many forms—sometimes with a wagging tail and a gentle nudge. In this inspiring and practical session, Amay Padilla-Cortes and her K9 partner Sophie, along with Ryan Chambers and his K9 partner Chase, share their personal journeys of healing and resilience, and how their support animals became a vital part of that process. Attendees will learn what it takes to introduce animals into the dispatch environment, including gaining leadership support, navigating policies and liability, and managing logistics like care, insurance, and accommodations for staff. The session also addresses common concerns such as allergies, fear of animals, and maintaining professional boundaries. More than a how-to, this session is a heartfelt exploration of the powerful bond between humans and animals, and how that connection can bring comfort, balance, and renewed strength to those who serve under pressure every day.
10:00 AM - 11:50 AM
Through Gabby's Eyes: A Call to Rethink Domestic Violence Training
In this powerful and deeply personal session, Jim and Nicole Schmidt, the mother and stepfather of Gabby Petito, lead a conversation that challenges and inspires how we train for and respond to domestic violence calls. Using real 9-1-1 audio and body-worn camera footage, participants will examine the complexities of domestic violence response through both a human and professional lens. The session emphasizes the importance of empathy and trauma-awareness in training while maintaining a strong focus on responder and officer safety. Attendees will explore how to realistically simulate these calls in training, what critical information dispatchers need to gather, and how communication choices can either escalate or de-escalate a volatile situation. Most importantly, this session reinforces the shared responsibility we have in protecting and empowering victims. Blending lived experience with practical insight, this unforgettable conversation reminds us that how we train directly impacts how we respond.
10:00 AM - 11:50 AM
Hidden in Plain Sight: Human Trafficking Awareness for 9-1-1 Professionals
This session is designed to equip emergency telecommunicators with the knowledge and tools to recognize and respond to signs of human trafficking. Despite growing media attention, trafficking often goes unnoticed, making 911 professionals a critical lifeline for victims hidden in plain sight. Participants will learn to identify key indicators, such as scripted responses, branding tattoos, malnourishment, and extreme fear, while understanding how trafficking intersects with other crimes. The session will also cover how to gather and document vital information, communicate effectively with field responders, prioritize victim safety, and develop clear internal policies to guide consistent and informed responses. Through real-world examples and practical guidance, attendees will leave better prepared to detect red flags during calls, support responders in the field, and contribute meaningfully to life-saving interventions in their communities.
10:00 AM - 11:50 AM
Grace Under Fire
In the high-stakes world of 911 dispatch, maintaining professionalism, composure, and kindness can be a daunting challenge. Dispatchers are often thrust into the heart of chaos, navigating emergencies where every second matters and emotions run high on all sides. “Grace under fire” is not just a cliché—it is a vital quality that sets exceptional dispatchers apart and helps build trust, reduce tension, and guide callers and responders through critical moments. This session will explore what it truly means to embody grace under pressure, including how to regulate your own emotions, respond with empathy, maintain control in high-acuity situations, and represent your agency with integrity. Through real-world examples and practical strategies, attendees will gain insight into how calm professionalism can not only impact outcomes but also preserve their own well-being in the face of relentless stress.
12:15 PM - 2:00 PM
Closing Keynote
Details coming soon!