Pre-Conference Sunday Education

Sunday, October 24th, 2021 

NENA Education Course - Preventing Telecommunicator Tunnel Vision

Instructor Mark Swiderski

Session Fee: $100   - Register Here 

Course Description

In this workshop, participants identify and discuss common problem areas that our telecommunicators experience in the
performance of their duties. You'll learn tips and tools that help you identify and correct problems to ensure your team
members succeed.

Whether it's in-the-moment issues like freezing up when CAD doesn’t work or when addresses do not validate, or
systemic issues such as failure to follow protocols or errors resulting from inflexible QA questions, you'll get the training
resources you need to get (and keep) your call takers performing at their very best.

Excellence in Dispatch Certificate            
This course is a part of NENA’s Excellence in Dispatch (EID) Certificate. 9-1-1 professionals that complete this and
at least two other EID courses within two years. Click here to learn more.

Continuing Education Credits 1 point toward ENP recertification

IAED accepts NENA courses as continuing education. Get details at

Who should attend?


Mark Swiderski

Mark Swiderski, ENP, CPE is the Executive Director at Lake County 911 and has worked in public safety communications for over 15 years. In his current position, Mark runs a consolidated 9-1-1 center in the second-largest county in Indiana, which serves more than 45 police, fire, and EMS agencies, and over 460,000 citizens.
 Mark started his career as a 9-1-1 Telecommunicator in Illinois’ Hazel Crest Police Department before moving to the E-COM Dispatch Center in Homewood, IL. Mark's time in Illinois saw him achieve several milestones, including a promotion to supervisor and then to Deputy Director, where he managed a Tactical Dispatch Unit that assisted a multi-jurisdiction SWAT Team. His experience, coupled with CAD/RMS management and project leadership skills, brought him to Lake County 9-1-1 in 2016. He is responsible for overseeing the administration, programs, vision, and strategic plan of Lake County 9-1-1, as well as leading a staff of approximately 140 personnel.
 Mark holds a bachelor’s degree in Public Safety Administration, is a NENA Emergency Number Professional (ENP), has completed the NENA Certified Manager Certification Program (CMCP), and holds a number of additional public safety certifications. His ability to combine a true aptitude for public safety with a passion for empowering dispatch professionals through training and personal development has helped drive his leadership at Lake County 9-1-1.