M.A.B.A.S. Dispatchers Conference Session 2

Your Instructors Chris Lienhardt- R.E.D. Center M.A.B.A.S Div 3 “other duties as assigned” The guy who let the bomber in Senior Alarm Operator Training Coordinator All around great guy

Your Instructors Tammy Kleveno- Tri-Com Central Dispatch Telecommunicator MABAS Division 13 Coordinator ILEAS Coordinator

Goals and Objectives Present Tips, Tools and Tricks of the trade to allow attendee to implement topics covered at their own Dispatch Center Identify the steps in creating a productive training program Identify Training opportunities Inside the box Outside the box Provide a clear understanding how topics covered are mutually beneficial to both Dispatchers and external Stakeholders Law Enforcement Fire Department EMS Service Other agencies

Who is responsible for training? Training Officer Communications Center Director Communications Center Shift Supervisor

The Correct Answer You Are!

Be a positive Change Agent How to make that Happen Be a positive Change Agent Don’t just come with the problem… Deliver a solution

What they say about us (troops on the street) They never answer us on the first try They don’t understand what it’s like It’s not that easy to drive and type What’s with the attitude? Dispatching isn't that difficult… They don’t realize how busy we are on the street

What we say about them (troops on the street) They never answer us on the first try They don’t understand what it’s like It’s not that easy answer 911, run plate, and handle the lobby traffic What’s with the attitude? Dispatching isn't that easy They don’t realize how busy we are in here

There is no such thing!!! US – vs. –THEM?? How would the house fire department get notified of in the picture below; and who would we send?

Bridging the gap between Perception and Reality Ride Along program Dispatchers with Fire / Police Police/Fire in Dispatch office Participation in department events Official Unofficial

Ride Along Program Specific Tours Riding with Shifts Specialized Divisions / Companies S.W.A.T FD Special Teams Tech Rescue Dive Haz-Mat

Additional Benefits of a Ride Along Program Area Familiarization Provides Continuing Educational Opportunities Develops better understanding on both ends Bridges the gap / fosters better overall morale

Who says training cant be fun? EMD Jeopardy PowerPoint based program Easy to create Counts towards continuing Ed Can be altered to include non-EMD slides as well

Thinking outside the Box… Other training opportunities Fire Department Training Officer F.E.M.A. Untied States Fire Academy Community College APCO International Illinois APCO Other training

Surfing the Web www.fema.gov www.nena9-1-1.org www.apcointl.org www.ilapco.org www.firehouse.com www.mabasradio.org Yahoo Dispatchers Group www.mabas.org www.ileas.org

Emergency Numbers Professional Created by NENA in 1992 Validation of 911 as a profession through testing and continuing education Standardized level of competency Mastery of knowledge in 911 management Establishes a formal recognition of our profession Provides a vehicle for career development

Developing forms & programs that are agency specific Modified Box Cards Weekly Email Quizzes Browser based Box Card “Website”

Modify the Box Card to work for you Standard or Modified? Which will work for your center? Equipment from towns vs. Town and equipment they bring. Highlight towns you dispatch for as a reminder.

Quizzes How about an easy way to jog people’s mind each week – Email of the week Set them up a few week in advance. Deliver new news, policy changes, information, reminders. Some can be a true/false, multiple choice or “find the answer” quiz. Could even count toward EMD if medical related

Browser Demo Browser based “Website” look that lets you put your cards a “click” away. Add maps, directions, logs, mad-lib forms, etc. Handouts available after with more details for those interested.

Now it’s time for….. Questions?

Contact Information for your Instructors Chris Lienhardt Email: afd2181@comcast.net Work: 847-724-5700 Cell: 847-343-8989 Tammy Kleveno Email: tkleveno@tri-com911.org Work: 630-232-4739