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

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

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

4. 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

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

6. The Correct Answer
You Are!

7. 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

8. 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

9. 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

10. 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?

11. 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

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

13. 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

14. 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

15. 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

16. Surfing the Web
Yahoo Dispatchers Group

17. 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

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

19. 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.

20. Quizzes
How about an easy way to jog people’s mind each week – 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

21. 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.

22. Now it’s time for…..
Questions?

23. Contact Information for your Instructors
Chris Lienhardt
Work:
Cell:
Tammy Kleveno
Work: