Raising The Stakes

Emergency dispatch personnel gathered at the MGM Grand in Las Vegas, Nevada, April 21-24 for three packed days of learning, networking, recognition, and fun.

With plenty of options for attendees to choose from with 12 tracks offering a grand line-up of 135 thought-provoking sessions given by 153 speakers, the toughest part might have been making a decision about which sessions to attend.

“Under pressure”—IAED^™ President Jerry Overton’s walkup song—set the right tone for the Opening Session on Wednesday, April 22. He called attention to an impressive milestone: ETC’s 25^th anniversary. Read more about ETC’s origins and evolution in a Journal article talking about the feat.

The tone switched from something that’s been well established for a quarter of a century to something that’s on the cutting edge of a new technological frontier. Matthew Miko, IAED Executive Director of Academics, Research, and Communications, took to the stage to answer a pressing question in the minds of emergency communication agencies: Where is the Academy within the rapidly expanding landscape of artificial intelligence? His answer was clear: “Right in the thick of it.”

Acknowledging the flood of AI products entering the market, Miko challenged attendees to look beyond demonstrations and marketing claims.

“The real question isn't, ‘Can AI roleplay as a caller?’ or ‘Can AI review a call?’ or even ‘Can AI assist on live 911 calls?’” he said. “The real question is, ‘Can AI consistently do the right next thing, every time, according to a structured, evidence-based framework?’”

He emphasized that AI's value in emergency dispatch depends not on its ability to generate answers, but on its ability to apply protocol knowledge safely, accurately, and consistently.

Miko explained that this philosophy is shaping the Academy's work through Dispatch Labs. Rather than pursuing what he described as the “next AI product to do the same AI thing the same AI way,” the Academy is focused on building “AI that knows what it's doing, and why it's doing it.”

He outlined a vision for AI that is “focused and intentional, not free form,” and “guided by a structured framework, not fuzzy generalizations.” By combining the problem-solving capabilities of AI with the complete knowledge base of the Unified Protocol System, the Academy is creating tools that support protocol-driven training and quality assurance, setting the stage for a new generation of intelligent solutions built on the science of emergency dispatch.

Looking ahead, Miko positioned AI not as a replacement for human expertise, but as a force multiplier for the profession.

“This is the Academy's line in the sand,” he said. “We're not trying to be first; we're not out to win the next demo.”

Instead, the Academy's goal is to establish a trusted foundation for future innovation, ensuring that AI remains grounded in protocols, accountable to standards, and aligned with the realities of emergency dispatch.

"The future isn’t about whether AI will be part of emergency dispatch … it already is," Miko explained. "The future is about who you trust to build it, how it’s grounded, and what it’s accountable to." 

Just like Dispatch Labs is raising the game, NAVIGATOR kicked off three days of intense focus on Raising the Stakes: Excellence for Every Emergency.

“You are people taking care of people,” Overton said as the tone shifted to the awards segment of the session.

Awards

Between the Opening and Closing Sessions of the conference, four awards were presented: the Instructor of the Year, Dispatcher of the Year, Best Research Poster, and the Dr. Jeff J. Clawson Leadership Award. The CCM graduating class of 2025 was also recognized for their incredible accomplishment.

Dave Massengale Instructor of the Year

Before calling up this year’s recipient, Eric Fayad, IAED Associate Director of Instructor Services, shared with the audience that this award is given to an instructor who goes above and beyond in areas such as curriculum development, leadership, service to others, and mentorship.

With a pool of nearly 1,500 Academy instructors, choosing one person to recognize can be a tough decision.

“It is a tremendous accomplishment,” Fayad said.

This year’s honoree, Chris Clark, was chosen for his decade of service, professionalism, passion, and the amount of care he puts into what he does. So far, Clark has taught an extraordinary 325 courses, actively volunteers on the Fire Curriculum Board, mentored several instructors that he continues to support, and identified issues to make programs better.

“He has reached thousands of students,” Fayad said. “His impact reaches far beyond the classroom. It’s never been simply about fulfilling a role.”

Some of Clark’s first words to the crowd were about those who have helped him on his journey, including his wife, Jessica.

“It is very humbling and honoring for what this award means,” Clark said. “Thank you, Eric, for your leadership and what you do for us instructors. I especially want to thank Dave Massengale and his wife, Carole. Dave was a great mentor, and I learned a lot from him.”

With an awareness that not everyone is cut out to work in the emergency dispatch profession, he showed his appreciation for his fellow Academy instructors and the first, first responders.

“I want to thank each and every one of you today,” he said.

Later, Clark shared pieces of his journey to becoming an Academy instructor. He began serving in public safety as a volunteer firefighter in 1998 and then began working at Guilford Metro 911 in North Carolina (USA) in 2005. While working full time at Guilford Metro, Clark continued to volunteer and work part time as a firefighter at various fire departments and at the rescue squad in his area.

Clark transitioned to become an in-house EFD instructor at Guilford Metro just over 10 years after starting as an Emergency Dispatcher. That eventually turned into Clark teaching EFD certification courses at other agencies, enjoying in-person courses.

“You are able to see students’ expressions to see what they are understanding,” he said.

When courses began to be offered virtually as well, Clark was there to teach those too, seeing the benefits they offered students and agencies. Whether the course is in person or offered remotely, Clark focuses on protocol—it evens the playing field—and training—so the protocol is used correctly—reminding students that each call they take is from someone’s sibling, parent, child, neighbor, or friend.

Clark enjoys helping students learn key takeaways to do their jobs better.

“My favorite thing is when somebody takes something from the class that they remember,” Clark said.

And he enjoys the memories he’s made, including the unexpected surprise of being introduced to the best barbecue place in Little Rock, Arkansas (USA), on a student’s recommendation.

“I love meeting the different people out there and seeing how different communication centers function,” Clark said.

On stage, he shared a quote from John F. Kennedy, “One person can make a difference, and everyone should try.” Clark followed with his own words of appreciation.

“Not everyone can work in 911 or be an instructor or work for a company that can make products to support 911. So, to everyone here, thank you for what you do every day to make that difference.”

Dispatcher of the Year

As the slideshow presented this year’s Dispatcher of the Year nominees, Greg Scott, IAED Associate Director of Protocol Evolution, talked about how much these nominees love helping people. DOY nominees are judged on annual protocol compliance, recommendations from peers and managers, years of service, and a track record of exceptional customer service and caller management.

Scott then shared a portion of what Lisa Cahill with Marion County 911 (Florida, USA) said in her nomination form for this year’s DOY award recipient. Cahill talked about this individual’s professionalism, composure under pressure, protocol mastery, compassion, and an unwavering commitment to others.

“Every call for service presents an opportunity to make a difference, but some moments demand extraordinary strength,” Cahill said. “Nathan Estes has built his career on meeting those moments.”

Scott shared two particularly notable instances when Estes’ customer service and extraordinary strength shone. The audience heard a few portions from a call that lasted more than 25 minutes, which showcased the rapport Estes built with a 13-year-old girl who was lost. Using PPDS Protocol 123: Missing/Found/Runaway to process the call, Estes helped officers locate the girl. The other call was very close to home.

“He received the call that we all dread—a baby not breathing,” Scott said. “But on this day, the call Nathan received was not for just any baby—it was his only nephew—and the caller was his sister, frantically trying to save her son.”

The call didn’t have the outcome Estes wanted, and he took needed time off to start the healing process.

“The good news is now he’s back on the job and once again helping those 911 callers who are lucky enough to get him when they call for help,” Scott said.

As Estes walked on stage to accept the award from Scott, he received a standing ovation from the crowd. As part of the award, he also received a three-night stay at an MGM hotel.

“It’s an incredible honor,” Estes said. “It’s something I never expected. We don’t do it for recognition, so this award feels especially meaningful.”

He emphasized that handling a tough call like the one he took from his sister is the right time to lean on each other.

“I’m only one voice in a room of dedicated professionals,” Estes said.

Estes took the opportunity to thank family and friends for offering encouragement and understanding. He truly embodies a love for helping people.

“To our callers, thank you for trusting me,” Estes said. “It’s an honor to be the voice that guides you through. Thank you from the bottom of my heart.”

After the Opening Session, Estes spoke more in depth about the two calls he handled and being back on the job so he can continue to help people.

Estes treats callers like this is the first time they’ve found themselves in an emergency like this, leaving any bias out of the picture. Remember the call made by the scared teenager who was lost? Marion County covers about 1,600 square miles, and in this instance, it took some time for deputies to arrive at her location once Estes helped determine where she was. During that time, Estes worked to help the caller get her mind off waiting, talking about favorite colors, his time playing chess in high school, etc. What had been a stressful day ended on a good note.

“It was a really feel-good call,” Estes said. “I made a difference.”

Making a difference is what keeps him going in the profession. Estes started working for Marion County in late 2018, bringing his Flight Operations Sergeant background of dealing with needed evacuations, coordinating medical flights, and tracking their progress in the Army National Guard. In late 2020, after 12 years of serving in the Army National Guard, he left to fully dedicate himself to his work in emergency dispatch.

The day he took the frantic call from his sister about his three-month-old nephew not breathing was a day he won’t forget.

“You never think you will get a phone call like that,” Estes said. “I was doing everything I possibly could to keep that composure. It was God and the training that got me through.”

He considers his work team a family, and Estes found help through the Marion County peer support team. They told him to view this as an injury that’s preventing him from jumping right back in.

Two weeks after he took the call he came back to the center and started handling non-emergency calls and admin duties. Estes has been working with a therapist, and by the time of the conference, he had returned to his regularly assigned duties.

“It was nice to see the amount of support I had in that center,” Estes said. “It is very easy to stay home and stay away from the situation. [He said to himself,] ‘I’m going to work through this. Someone is going to need me. I can’t be there for others if I’m not there.’”

Best Research Poster

Sometimes research doesn’t get the treatment it deserves.

“Research is incredibly important,” Overton said during the Closing Session. “A very important part of our conference is the research posters.”

Mike Taigman, Improvement Guide with FirstWatch, and Scott agree. Scott shared a bit about choosing to include research posters as part of the conference offerings 11 years ago.

“It was kind of experimental at the time with four posters to display,” Scott said.

It certainly wasn’t four posters this year. 2026’s conference had the largest number of posters on display—16—in the exhibit hall since the IAED’s yearly Call for Posters began.

While the turnout for research posters has increased, there can never be too many posters or too much research being done.

“I encourage all of you to consider submitting a research poster next year,” Scott said.

When this year’s Best Research Poster was announced, Jacob Bevans was startled to find himself unexpectedly called to the stage. He had been on stage only minutes before as part of the 2025 Communication Center Manager (CCM) Course graduating class.

Bevans and his six teammates—Royanne Hammond, Kate Wolf, Ray Bryant, Mary Bowman, Mark Buck, and Jason Roeller—were recognized for their poster “Behind the Frontlines: Addressing Mental Health and Staff Retention in the 911 Workforce."

Bevans accepted the award on behalf of the team and thanked the CCM program, which he and his teammates were enrolled in when they were put together as a team to complete a research project as part of the program.

“I’m appreciative of the hard work and effort they put into it,” Bevans said on stage.

All of that hard work was brought to light in a later conversation with the team about how they selected their idea. With a good mix of strengths and the ability to give a little to get a little, this CCM research team chose to combine a few ideas to focus on retention and mental health resources offered in communication centers.

Buck emphasized that all of the team members were on board.

“This is something we all had seen and all valued,” he said. “Employee retention. We all became really close with this topic.”

Buck has been in public safety for 40 years, starting as an EMT in 1986 before stepping into the world of emergency dispatch. He emphasized that the “Suck it up, there isn’t time” mentality hasn’t helped in dealing with tough situations.

“We’re all one call away from saying we’re done,” Buck said. “We need the resources to help get you through the call.”

Wolf shared an instance that had her thinking twice about staying in the profession not long after starting in 2003 and handling a call about a five-year-old hit by a car.

“That was my first 911 call, and mental health was not a major concern in the industry at the time,” she said. “I want to make sure I am taking care of my staff and their mental health, so they want to remain in the profession.”

With most staff being affected by a tough call at some point in their career, Bevans talked about the revolving door at some comm. centers that leaves those who remain without enough staff. “Are you taking care of your staff?”

With the idea locked in, a survey was created and distributed to each of the team members’ centers. Several in the group used their local connections to share the survey with other centers in their area, APCO included it on their forum, and CCM sent their survey out to a list of graduates. Word of mouth and social media promotion helped, and a total of 307 survey responses representing 101 agencies were collected in a two-week period.

“We wanted a good data pile,” Buck said. “It was amazing the response we got.”

The results supported the group’s hypothesis that retention rates are positively affected by the availability of mental health resources. Their actionable data showed tangible answers from their people.

“Now we have data to match how we feel and think,” Wolf said.

Thirty-plus resources were included in the survey to gauge how many resources survey respondents had access to in their center. The lowest 25% of centers offered an average of 2-3 mental health resources while the top 25% of centers offered 8-9 resources.

The group found that 81% of respondents selected an 8 or higher out of 10 on how important it is for their employer to offer mental health resources. They identified the top three most used resources and the top three most wanted resources from the survey’s results, which cuts down on the guesswork for those looking to implement more resources in their center.

Buck hopes someone will choose to build on the group’s study. After all, there isn’t a “great, big book on how to run a comm. center” out there.

“I think there’s a lot of potential with it,” Bevans said.

Hammond, the group’s project manager, talked about the support offered by those on the team and the lesson she learned from this experience.

“I’m thankful for this journey to show me what a good leader is,” Hammond said. “You need a good leader to support everyone.”

Dr. Jeff J. Clawson Leadership Award

The last award of the conference was saved for someone who has dedicated most of her working life to the emergency dispatch profession. Her involvement with the Academy began 35 years ago when she became certified as an EMD in 1991.

“This individual has done an amazing job in living up to the standards of the Academy,” Dr. Clawson said in a recorded video that played as he introduced the recipient of the award named after him. “Jan has been raising the stakes.”

Jan Althoff, the recipient of the Dr. Jeff J. Clawson Leadership Award, didn’t plan to work in emergency dispatch. She graduated from college in Minnesota (USA) and moved to Colorado (USA) to work as an outdoor education teacher intern. She took a job working at a Holiday Inn sports desk and accepted promotions in hotel management until her husband, Tom, wanted to move to Florida. She landed in Florida with her goal of being a physical education teacher in mind and began hunting for the perfect position. You could say that she fell into dispatch after seeing a newspaper ad for it.

“It wasn’t an industry that was on my radar,” Althoff said. “I’m up for a challenge. Safe to say I had a calling for this.”

She stayed in the profession. Making a difference in the lives of callers is something that hits close to home for Althoff. A life-changing moment happened to her at 14 when she called 911 for her father who experienced sudden cardiac arrest one night after going to bed. Her father didn’t survive the incident, and Althoff was left wondering if more could have been done if the emergency dispatcher had provided pre-arrival instructions.

“That experience helped shaped my passion,” she said.

That passion turned into 10 years (1989-1999) working for the Collier County Sheriff's Office as a line dispatcher, supervisor, and in a QA role before Althoff and her husband moved to Minnesota. Not long after moving there, Althoff landed a job with North Memorial Health where she recently celebrated 27 years, and she is thankful for their support.

Her interest in contributing to the body of the emergency dispatch profession has shone not only through the long years of service she’s offered to her community, but also through her work with the Academy. Althoff was part of an AED workgroup in the mid-1990s that focused on providing instructions to callers on how to use an AED.

In the video Dr. Clawson recorded, he highlighted her work on Protocol 33, Protocol 37, and the MTPS.

“This is a real big deal for the Academy,” Dr. Clawson said. “She gave many contributions through this group to that process.”

Her interest and involvement with Protocols 33 and 37 stemmed from the fact that North Memorial Health is a hospital-based secondary PSAP and uses the Medical Priority Dispatch System^™.

“They [the Academy] reached out to me to see if I’d be interested in working on a workgroup for interfacility call processing,” Althoff said. “I was honored to be part of the evolution and making things better for others.”

In 2012, the workgroup received input from seven or eight people representing different agencies with the intent of making a usable protocol for everyone.

Being part of two working groups in addition to all the different hats she’s worn at North Memorial Health—line dispatcher, QA, supervisory team, and helping them achieve ACE—showcases the body of work she’s given to the profession.

“I’ve worked to do what I can to make that difference,” Althoff said. “You all do make a difference.”

When asked about the award, Althoff said receiving something like this was off her radar and completely unexpected. She offered her thanks to Dr. Clawson, the Academy, and her husband for all of their support.

“I felt super humble and undeserving,” she said. “It’s surreal, and I’m honored that he thought of me.”

Accredited Centers of Excellence recognition

The Opening Session ended on a recognition high note. New and re-Accredited Centers of Excellence (ACEs) crossed stage as IAED Accreditation Board Chair Christof Chwojka and IAED ED-Q, Academics, and Standards Expert John Lofgren took turns reading their names.

“Being an ACE means belonging,” Chwojka said. “It means that every single call is handled with the highest possible quality. We thank you for your hard work in being among the best.”

Big news from Vegas kicked off the ACE portion: Las Vegas Fire & Rescue – Combined Communication Center became a new Medical ACE, and the news surely wasn’t going to stay in Vegas. As they crossed stage, they conveyed what an honor it was to be the host city for this year’s NAVIGATOR.

Sharing big news in the state of Nevada, REMSA, based in Reno, was recognized as a dual ACE in fire and medical. Recent tri-ACE additions included Calvert Emergency Communications in Maryland and Williamson County Emergency Communications—the first tri-ACE in Texas. The City of Cincinnati Emergency Communications Center (CECC) in Ohio (USA) brought an impressive showing from their center to speak at the conference and watch as center personnel were recognized for their new dual ACE.

Outstanding re-accreditation numbers included Colorado Springs (Colorado) Public Safety Communications Center’s 10^th consecutive medical re-ACE and Medavie Health Services West Medical Communications & Coordination Centre in Saskatoon, Saskatchewan, Canada, achieving a 9^th medical re-ACE.

Chwojka and Lofgren read the names of many international ACEs, emphasizing the fact that becoming an ACE is reached by many centers outside of the United States. In fact, a new ACE from Germany—Rettungsdienst Bodensee-Oberschwaben GmbH—was announced. “Worldwide excellence,” Chwojka said.

ACEs were later treated to a special invitation-only event: the ACE Reception on Thursday, April 23. They rubbed shoulders with those from other Accredited Centers of Excellence as they enjoyed food and drink while surrounded by palm trees, an ocean-blue pool, and at some point, the lights of Las Vegas turning on as the sun set.

A dose of fun

The conference kicked off on Tuesday night, April 21 with the Opening Gala in the Exhibit Hall. 

Attendees had a chance to learn about Dispatch Labs in the IAED booth, check out a mix of vendors, and visit with service dogs and their handlers—all while reuniting with those they haven’t seen in person since NAVIGATOR 2025.

And what would the NAVIGATOR experience be without attending a party pulling out all the stops? Attendees arrived on Wednesday night to find a ballroom transformed from the Opening Session that morning into a lively discotheque. People were sporting their best disco duds—one dancer roller skated through the dance floor—to join in the NAVIGATOR night fever. “Aliens” graced the stage and mingled in the crowd to add an extraterrestrial vibe to the night.

At the Dispatch Disco party—a silent disco experience—attendees lost themselves in their own music choices playing through a pair of headphones provided to them. Without the music being too loud to talk, it was a night of mingling with others and playing games including cornhole, life-size Jenga, air hockey, and taking a ride on the seesaw (teeter-totter).

Key takeaways

Noelle Pikus Pace, 2014 Olympic silver medalist in the women’s skeleton, welcomed the crowd in the Opening Session by talking about her intimate appreciation for public safety professionals as she grew up.

“My mom was an emergency dispatcher for over 20 years,” she said. “I know what it takes. She was living high-stakes moments.”

Pikus Pace remembers being picked up from school around five years old and visiting the dispatch center, hearing the calls for help coming into the center.

“The thing that stuck with me was the calm in her voice that carried to the other side,” she said. “What you do makes a difference every single day, so thank you.”

While Pikus Pace hasn’t answered emergency calls, she did choose to do something that required bravery. While in high school, she was asked by her track and field coach if she was willing to try something new and scary. She got on a bobsled and thought she was going to die. But it turned out that she loved the exhilaration she felt when going 90 mph down the ice and crossing the finish line on the mile-long course.

Her choice that day shaped her life. She chose to train in the skeleton and after years of training and a comeback story, Pikus Pace became an Olympic medalist.

It takes 60 seconds of action to start and finish a skeleton run. That’s why Pikus Pace focused her message on the power of the next 60 seconds.

“What can 60 seconds do in your life?” she asked.

She shared three takeaways and reminded the audience that 60 seconds can reset a day:

1. 1. Where you look is where you’ll go. Be intentional about your time and set goals for yourself in different areas of your life. Ask yourself how you’re showing up.
2. 2. Relax. Keep your form and don’t panic. Trust the protocols and your training to get you through. Focus on the process.
3. 3. You always have a choice to move forward or look back.

NAVIGATOR kicked off with an Olympic medalist and ended with a former Las Vegas headliner. It might have been easy to feel a bit worn out and overloaded the last day of the conference, but entertainer Jeff Civillico reset attendees’ attitudes by bringing a mix of teaching and fun to the stage to captivate the crowd as this year’s closing speaker. He encouraged attendees to stop feeling powerless, disengaged, and going through the motions of performing rather than living.

“How do you want to show up in the world?” he asked. “When people don’t believe they matter, they stop acting like they matter. I believe influence isn’t reserved for the loudest voice.”

Civillico believes in the power of Everyday Influence. He shared how impactful a street performer was in his life as a child. Peter Panic chose Civillico to assist in a show that Civillico was watching with his family while they were on vacation. Years later, Civillico found Peter Panic and told him how that meeting changed his life. True influence belongs to those who show up and care deeply.

“You are influencing people whether you know it or not,” he said. “What are you doing with all the influence you have?”

Civillico turned on his entertainer side to warm up the crowd by recruiting a volunteer to help him with a juggling trick. Cory Stinson, Emergency Services Dispatch Supervisor with the City of Cincinnati Emergency Communications Center (CECC) (Ohio, USA), had some juggling experience, making him the perfect recruit. The crowd loved the teamwork required to perform the juggling act that was a mix of juggling balls and bowling pins.

“Give it up for Cory,” Civillico said. “That was incredible.”

He didn’t stop there and recruited two more volunteers to assist with juggling that involved a tall unicycle, marshmallows, and a machete. The idea of learning a little and laughing a lot played out during this juggling act.

“Influence travels a very long way,” Civillico said. “Every one of you can change lives. Everyday influence is quiet but powerful.”

Conclusion

As three packed days of learning, networking, and fun wound down in Las Vegas, Overton had a few key points to share with the crowd during the Closing Session. He thanked Las Vegas Fire & Rescue for being the host agency and welcoming attendees into their center during the comm. center tours that took place two days of the conference. Overton also made sure to thank the IAED and PDC staff members who made the conference the impactful experience that it was.

“It’s been a remarkable week in Las Vegas,” he said. “They [the staff] make me look good, and that’s a full-time job.”

Overton shared that feedback from both exhibitors and attendees included a lot of good things about the exhibit hall.

“We saw the highest quality exhibitors we’ve ever had,” he said.

Speaking of high quality, he called up the 2025 CCM graduating class near the beginning of the Closing Session on Friday, April 24. This year’s recipient of the CCM Leadership Award, Jeremy Serio, reminded attendees of the importance of working together.

“Nobody that is successful does it alone,” Serio said. “It is a group effort to be successful.”

Consider bringing a group from your agency to get the most out of our conference offerings next year. Join us for a rip-roaring time April 19-22 at the Dallas Hilton Anatole. Be sure to check out the 2026 photo gallery to see what you may have missed or simply enjoy reliving the moments that made NAVIGATOR 2026 a conference to remember.