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5:00 AM - 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 - Dominique Mathis
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.
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.
8:00 AM - 9:50 AM
Mind and Body Ready: Wellness Planning for Public Safety Professionals
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 Conversation
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.
Things to Do in Knoxville
Knoxville in January offers a cozy Southern welcome with a touch of winter charm. Between conference sessions, warm up with a cup of locally roasted coffee as you explore the shops and boutiques in Market Square. Take in the crisp mountain air and stunning views from the Sunsphere, or enjoy a peaceful winter stroll along the Tennessee River waterfront. The city’s inviting restaurants serve up hearty Southern comfort food, perfect for a chilly day, and its vibrant music scene keeps things lively no matter the temperature. Knoxville is the ideal place to mix business with a little winter wonder.