may 18 - 20, 2020 | hilton fort worth hotel | second level | fort worth, texas

2020 ENGAGE311 Conference Agenda

Please note that the dates, times and topics on this agenda may change leading up to the ENGAGE311 Conference

 Sunday, May 17  
     
 1:00 PM - 5:30 PM
   Registration and Check-In | Hilton Fort Worth | West Promenade
     
 5:00 PM
   It's 5 O'Clock Somewhere Meet and Greet | Hilton Fort Worth Hotel Bar
     *Please note, this event is on your own and not included in the ENGAGE311 registration fee
     

 Monday, May 18

 

 Hilton Fort Worth Hotel |Second Level

     
 7:30 AM - 1:00 PM    Registration and Check-In | West Promenade
     
 7:45 AM - 8:30 AM    Breakfast
     
 8:30 AM - 8:40 AM    What's the 311?
     Raquishela Stewart, 2020 ENGAGE311 Conference Chair, City of Charlotte
     
    Welcome, Overview of Agenda and Session Objectives
     
 8:40 AM - 9:40 AM    "Leadership Without a Title"
     Keynote Speaker, Dr. Stevie Dawn
      www.orangecompass.com
     
 9:40 AM - 10:00 AM    Virtual Call Center Tour
     911 Orleans Parish Communications District
     
 10:00 AM - 10:30 AM    Take 30! | EXPO311 Hall
     
    Let's take a break! Take this opportunity to visit and network with our sponsors and exhibitors in the EXPO311 hall.
     
 10:30 AM - 11:10 AM    Elite Sponsor Presentation
     Catalyst Consulting, Inc.
     
 11:10 AM - 11:30 AM    Getting to Know You
     Kathy Cassidy, Division Manager, 311 Customer Service Call Center, City of Berkeley
     
 11:30 AM - 12:00 PM    Managing in Stressful Circumstances
     Raquishela Stewart, Division Mgr, CharMeck 311
     
 12:00 PM - 1:00 PM    Let's Do Lunch!
     
    Continue the conversation and networking throughout the meal over table topics as you sit grouped by skillsets. Share your expertise and learn from others!
     
 1:00 PM - 1:40 PM

 2020 CS Week 311 Comparative Survey Presentation
   
 1:40 PM - 2:10 PM    Deskercise
     Ellen Pearce, Health Education Coordinator, City of Fort Worth
     
 2:10 PM - 2:30 PM    Sapphire Sponsor Presentation
     DATAMARK, Inc.
     
 2:30 PM - 3:00 PM    Take 30! | EXPO311 Hall
     
    Let's take a break! Take this opportunity to visit and network with our sponsors and exhibitors in the EXPO311 hall.
     
 3:00 PM - 3:40 PM    Cyber Security Panel
     Lisa Allen, Call Ctr Dir, City of Baltimore
     Russ Jensen, Dir, 311, City of Knoxville
     Amy Roath, IT Applications Analyst, City of Austin
     LaToya Howell, ATL 311 Quality Assurance & Training Specialist, City of Atlanta
     
 3:40 PM - 4:10 PM    Rapid Fire Solutions: How Do You Staff Your Customer Service Center?
     
    Break out in to small working groups to address major strategic issues and challenges facing the 311 industry and find solutions that all attendees can take home.
     
 4:10 PM - 4:30 PM    How to Successfully Train the Under Employed for Public Service
     Abigail Forrester, 311 Ops Mgr, Office of Unified Communications
     
 4:30 PM    Closing Remarks
     Diane Cooper, 2020 Planning Committee Chair, City of  Raleigh
     
 4:30 PM - 5:30 PM    Welcome Reception | EXPO311 Hall


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