1. Emergency Communications As A Profession
Unit 1 Wild Calling!
Emergency Communications As A Profession
Introduction of you and your credentials, welcome and thank you for coming
Quick identification of who they are.
Tell me everything you know about 911.
Objectives of this presentation

2. Wild Calling!

3. History The first Communications people?
The first call – February 10, Halleyville, Alabama
The first center here in this state – April 1, 1970
Odessa, Texas
Our Legislation
Here is where you can explore the history of your agency, your area or include the facts from the 911 manual about the first 911 call. This is depending upon your audience and where you want to go with this. the picture insert may be a historical one from your agency or state.

4. Emergency Number Systems
England and 112 – world’s oldest emergency call service
June 30, 1937
Europe - EU - 112
Mexico - 066
Canada – 98%
United States – 95% of E911 agencies must be in Phase II, III in the US by 2005
The numbers for England and Europe are noted in the 911 manual as 999 and 112, the others can be found at Dispatch Monthly website - and at times are changing. For example Mexico is working to get 911 but that is a political decision, Canada is also 911 bound, South Africa has 107 and many other ideas - some research here may be needed at the time you are doing the course.

5. Professionalism
Why is the work of Emergency Communications called the VITAL LINK?
What is the link – the citizen to the responders, the responders to one another and the source of assistance. For example in EMS possibly the medic to the hospital. Often to furnish the right number. How has the work progressed and how is the work viewed by the responders, the public?

6. The Broken Link? Why would or could it be called the BROKEN LINK?
Caller to Call Taker to Dispatcher to responders to scene. Where can the link be weak or broken?
Communication Activity
This phrase was coined when there was inadequate training or compensation at an agency and the responders felt the communications division was lacking. It also is used when communications breaks down for whatever reason and there are losses. What type of losses could be acknowledged?

7. What is the Product? Every work has a ‘product’ or ‘service’
What is the product of a Firefighter?
Medic?
Crisis Clinic? Dentist?
What is the ‘product’ of Emergency communications
The product is a call that goes into CAD or cards and sends the unit to the proper location in the right amount of time. To view the product you would need to view a tape of the call. The work is done on the phones and radio.

8. Types of Agencies? Who is the work of 9-1-1 serving?
What type of citizens call 911?
Public Safety and others in emergency services – how do they view 9-1-1?
The public in need, the responders, the administration. PUBLIC safety and responder safety, at times there are user agencies that pay the bill and they are the customer. Who are the responders generally and in your area?

9. What Are The Tools?
What is needed and used to perform the daily tasks and do the work of answering emergency calls for police, fire and EMS?
Daily Activity:
List 10 tools used in a Comm
Center environment.
Of course they will recognize the phone, radio, computer, pen, chair, maps – but what about the soft tools such as voice, judgment, empathy, control, professionalism, crisis intervention techniques.

10. Positions and Duties?
Daily Activity: Choose a state and research the following for a dispatcher in that state.
Pay
Hours
Benefits
Min Qualifications
Testing Required
College job announcements from your area, other areas, the chart or graph inserted in your reading material is at if you wish to cut and paste it into this slide.

11. Places You Could Work? Global States County Agencies
City Agencies in the area
Pictures of Comm Centers in Africa can be found at consulting international if you wish to show them a Comm Center in South Africa. It is important to note that there are difference and there are very much the same in the work needs and abilities.

12. Types of Comm Centers? City, County, State, private Consolidated
Combined
Direct Dispatch
Relay Service
Support Agency
The helicopter is to let them know that medical transport emergency helicopters also have dispatchers (one of our students was hired there). So the wide range of types of work for emergency telecommunicators is there.

13. Once You Are Hired? Orientation Training Probation Observation
Certification
EMD
Ongoing Training
Drills
It is important to discuss the training programs that might be met or at your agency.

14. Current Technology? Enhanced 911 Wireless Phones Global Positioning
GIS / Location Technology
Computer Aided Dispatch
Next Generation 9-1-1
NG911- text, video, photos
It’s important to recognize the latest technology advancement – to working telecommunicators this would be of interest.

15. Work Realities? Types of calls Hours of work Work atmosphere Overtime
Holidays
Benefits
Stress
Negativity
It’s important to ask them - what they feel the stressors of the work may be – are to them if they are already on the job.

16. Work Rewards? Types of calls Hours of work Work atmosphere
Overtime Pay
Longevity
Security
Emotional Rewards
Notice that the rewards are the same as the realities – it’s all in the perception. All these things can be GOOD things if perceived correctly.

17. Physical Requirements?
What physical demands are in this type of work?
…sitting?
…lifting?
…keyboarding?
Sitting for long periods of time, twisting, not lifting over 20 pounds, staring at a screen, carpal tunnel, indoors, possibly poor eating, water drinking habits. Typical injuries or illnesses. Might have a discussion about the chairs!

18. Survive and Thrive?
What does it take to do this work and thrive in it?
Emotional maturity
Ability to think quickly
Customer service
Sense of balance
Personal qualities to recognize such as team player, empathy, understanding of their own struggles with prejudices, personal history with alcoholics or other type of people. Getting their life arranged for shift work.

19. The Future? Technology Certification College Training Funding
Talk about the future technology, stress the profession is changing and growing and that there are many opportunities for anyone wanting to enter or change their position, to grow and advance in the work.

20. Emergency Communications
APCO – Association of Public Safety Communications Officials
NENA – National Emergency Number Association
State Organizations
Local Organizations
Unions
Jobs
Types of Agencies
Area specific information, insert state logo or picture of an area center.

21. How To Have Success Training is an ongoing process
Self directed learning is a must
Communicate well to everyone
Pay attention to your needs
Area specific information, insert state logo or picture of an area center.

22. A Rewarding Career in 9-1-1
Career advancement
Career ladder
Visionary leaders
Opportunities
Here you can have a roundtable or better yet a panel of experts to come in and discuss the different types of agencies that employ. Hand out job applications. If you are teaching at a college, this may be a good time to do the exercise. If you are teaching new hires, this is a great time to expand their understanding of the work.

23. 911 Calls: Average Day Destructive Son Joke Leave Me Alone
Little Old Lady