Presentation on theme: "Emergency Communications As A Profession"— Presentation transcript:
1 Emergency Communications As A Profession Unit 1 Wild Calling!Emergency Communications As A ProfessionIntroduction of you and your credentials, welcome and thank you for comingQuick identification of who they are.Tell me everything you know about 911.Objectives of this presentation
3 History The first Communications people? The first call – February 10, Halleyville, AlabamaThe first center here in this state – April 1, 1970Odessa, TexasOur LegislationHere 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 serviceJune 30, 1937Europe - EU - 112Mexico - 066Canada – 98%United States – 95% of E911 agencies must be in Phase II, III in the US by 2005The 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 ProfessionalismWhy 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 ActivityThis 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 communicationsThe 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 CommCenter 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.PayHoursBenefitsMin QualificationsTesting RequiredCollege 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 areaPictures 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 CombinedDirect DispatchRelay ServiceSupport AgencyThe 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 CertificationEMDOngoing TrainingDrillsIt 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 TechnologyComputer Aided DispatchNext Generation 9-1-1NG911- text, video, photosIt’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 HolidaysBenefitsStressNegativityIt’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 PayLongevitySecurityEmotional RewardsNotice 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 maturityAbility to think quicklyCustomer serviceSense of balancePersonal 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 OfficialsNENA – National Emergency Number AssociationState OrganizationsLocal OrganizationsUnionsJobsTypes of AgenciesArea 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 mustCommunicate well to everyonePay attention to your needsArea specific information, insert state logo or picture of an area center.
22 A Rewarding Career in 9-1-1 Career advancementCareer ladderVisionary leadersOpportunitiesHere 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