As cities across Canada and the United States prepare for the FIFA World Cup 2026, the scale and complexity of planning are exposing gaps that often remain hidden in day-to-day operations. One of the most persistent is this: while 911 professionals are widely recognized as the “first first responder,” they are not consistently embedded as core partners in large-scale, multi-agency planning and coordination. The result is the unique operational, technical, and cross-agency insight they bring is often missing from the decision-making table.

Addressing this gap is a change management challenge—requiring a shift in how expertise is valued, how disciplines are represented, and how influence is established early in planning processes.

This session combines real-world experience from E-Comm 911 in Vancouver with facilitated peer exchange to explore how PSAPs can move from downstream participation to active leadership in planning, exercises, and Emergency Operations Centre (EOC) environments. A focused case study on mass casualty call surge planning demonstrates how deeper integration reveals critical gaps in triage assumptions, coordination, and information flow.

Participants will leave with practical strategies—and co-developed tools—to identify entry points, strengthen influence, and advance PSAP integration within their own agencies.

Attendee Profile:
Designed for PSAP and public safety communications leaders seeking to strengthen their influence in multi-agency planning, exercises, and EOC operations by identifying practical entry points, building stronger cross-agency partnerships, and advancing 911 from a response function to a strategic planning partner.