NAVIGATOR 2024 attendees had their choice of “the best” sessions and events to attend—all while celebrating monumental milestones to kick off the conference and close it out.
International Academies of Emergency Dispatch® (IAED™) President Jerry Overton walked on stage on Tuesday, April 16, to the chorus of Tina Turner’s “The Best.” This set the tone for his opening remarks as he shared IAED milestones.
“When we talk about milestones, we also know we’re on a journey,” Overton said. “When we look at where we’ve been and where we’re going, I want to thank you for caring.”
More than 1,650 people from 13 countries were in attendance at this year’s conference at the Gaylord National Resort & Convention Center in Washington, D.C. (USA), April 16-18. Overton took attendees through highlights from the NAVIGATOR timeline, including the first conference in 1996 at Snowbird (Utah, USA), the first bilingual Euro NAVIGATOR in 2008, the first Asia NAVIGATOR in 2012, and China NAVIGATOR’s 400 attendees in 2014.
He also talked about the huge increase in IAED certification numbers, which rose from nearly 45,000 in 2005 to more than 125,000 in 2024. “Those certification numbers mean something,” Overton said. “You all are frankly getting it right because you are professionals. I do know one thing is that you’re going to be there, and you are simply the best.”
Awards
Speaking of the best, three awards were presented this year: the Dispatcher of the Year, Instructor of the Year, and research poster winner.
During Tuesday’s Opening Session, Miranda Rosso, emergency communications specialist for Jeffcom 911 in Lakewood, Colorado (USA), was recognized in front of a crowd of her peers as the 2024 Dispatcher of the Year.
The nomination from Michael Brewer, Deputy Director with Jeffcom 911, talks about the breadth of Rosso’s experience in the profession after being hired by Jeffcom in January 2023, including a call she handled in April 2023 that involved three people: a woman calling for help on behalf of a man driving a skid steer on her property as he and his father were working. The son became trapped by a tree that came through the skid steer he was operating and pinned his chest.
According to the nomination: “Miranda went above and beyond to do everything she could to assist while maintaining a level of professionalism and compassion that was remarkable.”
Before presenting the award, the Academy played a portion of the nearly 16-minute call that required calming the caller, providing instructions, and offering reassurance as Rosso stayed on the phone until help arrived. At the end of the clip, Rosso was given a standing ovation as she walked on stage to accept the award.
“Thank you so much,” she said. “It’s emotional listening back to this call. I want to thank every one of my trainers and instructors at Jeffcom. It’s a pleasure to work there, and I’m honored.”
The Dave Massengale Memorial Instructor of the Year Award was also presented in the Opening Session. Almost 20 years after he became an instructor—and with years of experience as a paramedic and a New York (USA) State Police trooper—Michael Dolan was announced as this year’s award recipient.
Eric Fayad, IAED Associate Director of Instructor Services, shared a few highlights about Dolan’s catalog of experience and his contributions to the Academy. “He has instructed more than 500 courses,” he said. “He has done a lot.”
Dolan has taught both in-person and online courses. He started teaching online in 2020 to the tune of 47 remote courses in the past four years.
Whether in person or online, Dolan enjoys what he’s doing. On stage, he had this message for the room full of his emergency dispatch colleagues.
“You never really understand how much ripple effect there is,” Dolan said. “We all have the same impact every day. It’s important to keep in mind that we always do. And that’s an accomplishment we can all share.”
Speaking of accomplishments, Brent Myers, M.D., MPH, FACEP, FAEMS, ESO Chief Medical Officer, answered the annual AEDR Call for Posters by submitting the poster “Comparing Breathing Problems and Sick Person Protocols and Determinants: EMS Findings and Hospital Outcomes.” The poster he presented was chosen out of 10 submissions to receive the Best Poster Award during the Closing Session on Thursday, April 18.
The poster encapsulates a study Myers worked on with colleagues from the Johns Hopkins Department of Emergency Medicine, eight EMS agencies with IAED accredited centers, and the ESO research team.
While standing in front of a room full of emergency dispatch personnel, an honored and humbled Myers briefly spoke about the poster. “The purpose of our research was to tie not only what EMS encountered on the scene but also to what was found at the hospital,” he said. “We are pleased to have this linkage going forward, and thanks for the award.”
Myers is on a mission to inspire up-and-coming researchers to dive into research. Dipping your toes into research doesn’t mean you need to have all the credentials or take on the bulk of the project yourself. Instead look for different avenues to get started.
“If you are appropriately open to others’ ideas then you can have a research community,” Myers said. “There are willing mentors everywhere. Don’t be afraid of it. Find a mentor.”
The 2023 Communication Center Manager (CCM) graduates took the stage during the Closing Session to highlight the CCM program’s 20 years of graduates as well as recognize this year’s recipient of the CCM Leadership Award. Keenan Leonard-Solis, Dispatch Supervisor at Georgetown Police Department (Massachusetts, USA), shared his thoughts about the program after receiving the award.
Leonard-Solis said CCM affords its students a safe place to learn and grow while improving themselves professionally in a nurturing environment.
“I am filled with optimism and excitement,” Leonard-Solis said. “These are the people [CCM graduates] who will always have my six.”
ACE recognition
And the recognition train didn’t stop there. During the Opening Session, Accreditation Board Chair Christof Chwojka talked about several accreditation milestones. More than 30 years ago, Albuquerque Fire Department became the first medical ACE in 1993. Eleven years later, in 2004, Dauphin County was recognized as the first dual ACE (fire and medical). Three years later, Medicine Hat achieved triple accreditation status in 2007. Then nine years ago, REMSA became the first ECNS ACE in 2015.
It was an ACE fest as those celebrating accreditation and re-accreditation crossed stage to be recognized by their peers. In total, 31 newly accredited centers and 73 re-accredited centers were recognized. Three triple ACEs were in the spotlight: Montgomery County Police, Bloomington Communications Center, and General Motors (GM)-OnStar.
ECNS ACEs receiving recognition included Groupe Alerte Santé, Niagara Emergency Medical Services, Northwell Health Clinical Call Center, and the Welsh Ambulance Service NHS Trust.
Parties
It wouldn’t be NAVIGATOR without the full range of experiences from attending sessions (155 offered in 13 tracks), visiting exhibitors (45), and partying with fellow attendees.
This year’s conference began with the Opening Gala in the exhibit hall on Monday, April 15. Attendees dined on hors d’oeuvres and drinks while chatting with exhibitors and fellow attendees, looking at the array of research posters, and working on refining their golf skills on the putting greens set up by the IAED booth.
The following night’s attendee party was themed Dancing Through the District and attendees were encouraged to wear their best pink attire. A live band played a wide range of songs made for dancing, and attendees enjoyed getting down on the dance floor. Impressive monument replicas and cherry blossomed trees flanked the ballroom for photo ops while setting the scene of the National Mall. Chess, air hockey, cornhole, Jenga, and a photo booth gave attendees plenty to do while jamming the night away.
The ACE Reception took place on Wednesday night for accredited agencies. It was a night to eat, drink, and network with those who’ve been on the same accreditation journey while letting loose and bowling, playing pool, and throwing darts.
Keynotes
Attendees listened to opening keynote speaker retired Air Force Lt. Col. Rob “Waldo” Waldman as he enthusiastically shared a message of committing to the cause and that “Winners never fly solo.” Waldman talked about his passion for flying, his experiences in the Air Force including in combat, and the lessons he learned while serving his country. When he shared about going full throttle instead of hanging back to fly, fight, and win the battle against staffing shortages, budget cuts, mandatory overtime, and stress and burnout, Waldman encouraged attendees to stand and “Push it [throttle] up” as he chanted, “Wingman, commit, commit!”
Commit to Excellence was one of Waldman’s wingman tips. “Every one of you in this room are Top Guns,” Waldman said. Get to know your teammates and value them. Complacency kills: Admit your mistakes, show up prepared, and maintain your standards.
Commit to Courage was the next wingman tip. He explained that he developed PTSD from a bad scuba diving incident. “Why am I putting myself through this?” Waldman said. “My passion was greater than my fear.” His fear didn’t go away but it was subject to his discipline, and he asked for help to overcome his fear.
In his final wingman tip, Waldman talked about working to have a collaborative team that can identify blind spots and build loyalty through connecting and being empathetic and compassionate. After all, we win together. Appreciation goes a long way when you notice the good your teammates are doing, and leaders make sure to lift others.
There were some similar themes of teamwork, getting out of your comfort zone, overcoming, and follow through in former NBA basketball player Thurl Bailey’s closing keynote message. Bailey, also a broadcaster and singer-songwriter, took the stage on Thursday, April 18, singing “Ain’t No Sunshine.”
Bailey spoke about two important things in his life: music and basketball. Everyone can tell a story about their journey. His journey started when his dad taught him about basketball and teamwork, encouraging him as he learned the game. In seventh grade at 6’5” he went out for basketball tryout, but he didn’t make the team. He worked on his moves during the next year and went out for tryouts in eighth grade at 6’7,” but again he wasn’t chosen for the team. The coach told Bailey that he wasn’t made for the game and not to try out next year. A new coach was hired the following year. In ninth grade at 6’9” Bailey decided not to let the previous coach’s words stop him. “I decided I wasn’t going to cut myself.”
The tryout felt different, and Bailey made the team. Fast forward a few years and Bailey went to college and played for a coach who focused on helping his team imagine what it would be like to win a national championship. “This guy was a visionary,” he said. North Carolina State University won the 1983 NCAA Championship.
Bailey shared three questions he used to hear as he drove across the border between Italy and Switzerland while playing basketball in Italy. Where are you coming from? What is the purpose of your trip? Where are you headed (what is your destination)? Bailey suggests using these three questions as a navigator for your life. Remember the past because it’s important, identify your purpose (saving lives), and envision where your team can be down the road. “We can always be better individually and collectively,” he said.
Conclusion
As Overton said in the Closing Session, “Truly, this has been the best conference. What we’ve accomplished this week has been nothing short of incredible.”
Make sure you mark next year’s dates on your calendar for nothing less than the best, including the opportunity to celebrate National Public Safety Telecommunicators Week with us. See you in Orlando, Florida (USA), April 14-17, 2025!
