9-1-1 Weight in Gold

What are the most effective and efficient ways to communicate with those undergoing moments of extreme stress and trauma? Ask these four guests from 9-1-1 Communication Centers (PSAPs) in the El Paso-Teller County region:Jesus Suarez is a Public Safety Communications Supervisor at Colorado Springs Police and Fire Communication Center and has been a telecommunicator for over eighteen years. He discussed the importance of active listening to discover what callers may be unable to articulate. He also gave tips on how to gain a caller’s attention and rapport during difficult calls.Alicia Seymour is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center. She shared how she adapts her communication technique based on the individual.  She has incorporated these quick communication maneuvers to both her trainees and callers to ensure messages are better received.Mike O’Malley is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center and has worked for multiple agencies.  He explained ways he has handled difficult callers by providing sympathy and compassion through tone and listening. He recommends that call takers “focus on the result that you need” when working with difficult callers.Tim McMillin is a 9-1-1 Emergency Dispatcher with the Teller County Sheriff’s Office and has worked several jobs in communications from broadcast communications to telecommunications. He discussed the importance of active listening and knowing your audience in terms of effective communication. He emphasized ways to “hear what they are not saying” when processing calls.

Learning a new job can be challenging but when the stress of that job includes real emergencies, it adds an entirely new element to the feat. We spoke with five guests from Public Safety Answering Points (PSAPs) to hear their best training stories and how they overcame hurdles both as trainees and trainers.Below is this episode’s guest lineup:Nicole Revels is an Emergency Response Technician and is training to be a Public Safety Dispatcher with Colorado Springs Police and Fire Communication Center. She shared one of her first intense calls and how she has grown since then.  She also gave some pointers on how she has continued to improve and set new goals.Alicia Seymour is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center. She is also an experienced trainer. She shared some fantastic training stories and how she has been able to make training and learning fun with new telecommunicators.Mike O’Malley is an Emergency Response Technician with Colorado Springs Police and Fire Communication Center and has worked for multiple agencies.  He discussed some of his training experiences and ways he continues to strive for excellence in the profession.Sona Babani is an Emergency Services Dispatcher with Thornton Dispatch. She began dispatching after getting out of the military over eleven years ago. Not only did she share some humbling moments when she was in training, but she also provided some ways she has improved how she teaches new call takers and dispatchers. Her approach to learning the psychology behind training has made a major difference in training effectiveness.Tim McMillin is a 9-1-1 Emergency Dispatcher with Teller County Sheriff’s Office and has worked several jobs in communications from broadcast communications to telecommunications. He gave tips on how to overcome training obstacles and other challenges in this career.“If we can understand the humans that we are training, then giving them that information becomes easier.” – Sona Babani

The best stories are never ordinary and often unexpected.  In 9-1-1 we often say, "Expect the unexpected." We spoke with six guests from Public Safety Answering Points (PSAPs) in the El Paso-Teller County region, to share their most unusual and challenging calls in this “Round Robin” style podcast episode. Below is this episode’s guest lineup:Eric Johnson is a Shift Supervisor at Colorado Springs Police and Fire Communication Center. He shared some of his interesting calls over his 26 years of experience at multiple agencies.  You can listen to the podcast he referenced, called the Retro Video Store. Derek Mitzner is an Emergency Response Technician with Colorado Springs Police and Fire Communication Center and recent award winner of the Telecommunicator of the Quarter for an entrapment call.  While his background is in event broadcasting, he admits that this is the most challenging yet rewarding job he has worked. He retold the story of his award-winning call as well as several other unique calls. Jesus Suarez is a Public Safety Communications Supervisor at Colorado Springs Police and Fire Communication Center. According to Jesus, the most challenging calls are the ones that share commonalities in our own lives. He gave some insightful tips on how to process these emotionally and mentally taxing calls. He also touched on resiliency and discussed the importance of active listening to provide callers and responders with better service.Alicia Seymour is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center. She shared some unexpected calls and how they have impacted her.  Her perspective on the job and strategies are both uplifting and refreshing. Alicia had tons of tips on how to provide superior customer service and keep a positive outlook.Mike O’Malley is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center and has worked for multiple agencies.  He revealed some of his most unusual calls as well as shared some ways he has improved call-processing quality and communication with callers. He provided ways to constructively cope with stress.Tim McMillin is a 9-1-1 Emergency Dispatcher with Teller County Sheriff’s Office. Prior to dispatch, he worked in broadcast communications to include working for ESPN.  He gave some excellent advice on call documentation, active listening, ways to gain caller cooperation, and how to preserve our mental integrity post-call.

Mauricio Orozco is the Public Information Officer, IT Director, and Data Privacy Liaison for South Carolina Commission for Minority Affairs.  He has created several social media campaigns from various National Heritage Months to a Hurricane Guide. He has also led information security and emergency management training and was a keynote speaker at a Hispanic Heritage Month event.In this episode, Mauricio shares:His involvement with Hurricane Andrew and Tropical Storm Allison and how those experiences made him realize a need for improved emergency messaging across different communitiesHow he began the process of improving communication with different ethnic populationsThe need to inform and encourage people to get involved in the communityEmergency messaging and communication with various national and indigenous languages and how to bridge them togetherCurrent campaigns such as hurricane, tornado, and earthquake preparedness His involvement with Hispanic Heritage MonthHis background in information technology and cyber security and tipsHow his organization handles Freedom of Information Act (FOIA) requests and the overall processMauricio references:The PIO PodcastDaughters of Smoke and FirePow Wow Life PodcastFalling Water as his next destination of choice​​​​​​​Also, did you know the taco can be traced back to Turkey? It’s fascinating to learn the origins of many cultures to include food, traditions, and rituals!

Jennica Elwell never expected she would pursue a career in 9-1-1 when she was transitioning from the field of cosmetology. And her initial impression of dispatch was just as unanticipated.  After falling in love with dispatch for the Woodland Park Police Department, Jennica has become passionate about protocols and training for a multitude of reasons.  Now a quality assurance analyst and trainer, Jennica continues to strive for innovation and excellence. In this episode, Jennica: Provides her storyShares why training and protocol usage is so impactful and gives some great tips along the wayDiscusses the Emergency Telecommunicator Course (ETC) from the International Academy of Emergency Dispatch (IAED) and how she and her team have added their spin to the courseContinuing Dispatch EducationShe references:Bob Pike Training, which was helpful in teaching all age groups, specifically adult learnersOne of her top book series that can be found on her Kindle is, A Court of Thorns and Roses

Caryn DeMarco started in public service as a program supervisor with the park district and worked her way into the police department’s communication center. She broadened her knowledge of 9-1-1 when she became the Office Administrator at Will County 9-1-1 Emergency Telephone System in Illinois.  Caryn’s strong work ethic landed her an additional job title when she was given the task of public education.  She sought out resources and networked to ensure her programs would succeed.  And it’s no surprise that Caryn is one of the founders of the National Public Safety Educators Forum (NPEF) as she continues to strive for excellence in the industry. In this episode, you’ll learn more about Caryn DeMarco and:Consolidation within Will County due to technology changes over her career (from 9 PSAPs to 3)Emergency Telephone Board (ETSB) structures911 funding and distributionPublic education and outreach tips Caryn references:Council of Government (COG)National Emergency Number Association (NENA)’s page regarding the 9-1-1 surchargeChristy Williams with NENAAssociation of Public-Safety Communications Officials (APCO)National Public Safety Educators Forum (NPEF) Public Educators of Texas (PETS)Within the Trenches Podcast hosted by Ricardo Martinez II

Diann Pritchard has quite the story in emergency services.  She began her journey in emergency services working for a volunteer ambulance with a “hotline” that would continuously ring until it was answered. After obtaining the address and nature of the call, the ambulance service would call volunteers to respond.  The discussion of providing volunteer drivers with some medical training was just being discussed.  When Diann moved to Colorado (on the Fourth of July), she worked numerous jobs and became the second woman to join the Green Mountain Falls Fire Department serving as a Firefighter/EMT.  She was always curious to know what happened on the other side of the radio.  And so, when she read an ad for a dispatch position at the Cripple Creek Police Department, she seized the opportunity. Since then, Diann has moved up the ranks to become a Communication Center Manager and 9-1-1 Authority Board Member.In this episode Diann brings an insight on:Changes in emergency servicesDriving forces for protocols and standardizationManagerial techniquesTraining programs and leveraging individual learning stylesBenefits of mentor programsQuality assurance processes for smaller centersFirst responder classification for telecommunicatorsLeadership and lessons learnedDiann references:Answering 911: Life in the Hot Seat Caroline Burau NENA’s Center Training (CTO) Program911 SAVES Act

Meet your host, Amanda Lindgren! Amanda has been in 9-1-1 for eight years and has worked as a call taker, dispatcher, and public educator. She’s been able to apply her marketing background to her current role to bring public education programs to a new level. In this podcast episode, Amanda discusses:Her experiences in a variety of rolesGrowth in communication and learning how to overcome weaknesses in our individual communication styleAdaptability to education programs during the pandemic and recent achievementsHow perspectives influence othersPerfectionism and productivity. Her favorite line: "Not good enough but good for now."Amanda references:The Bob Pike GroupParty in My Plants PodcastPlant Yourself Podcast

You may be surprised by the target of a recent data breach. Hint: The platform has approximately 2.6 billion users (and you may be one of them). Benjamin Gairrett, IT Support Manager at the Authority, shares this recent cyber-attack, ways you can find out if you were affected, and more in part three of this three-part podcast episode!In this episode, Benjamin discussesMore cyber-attacks!The handling of a recent network outage due to fiber connection damage Ways to start a career in information technology within 9-1-1Ben refers to:Have I Been Pwned to check if you have been affected by any kind of data breachArs Technica is a great technology websiteAnother great information technology and security website by Brian Krebs aka the “James Bond of tech stuff” Krebs on Security

Did you know that the first few rings when you place a call are fake?! While your call is being routed and connected, that ring-back tone is to let you know that something is happening behind the scenes.  Dive deeper into how 9-1-1 works and more in part two of this three-part podcast!In this episode Benjamin discusses:The biggest points of cyber vulnerability for an organization and what users can do to increase online securityThe difference between Hypertext transfer protocol (HTTP) vs. Hypertext Transfer Protocol Secure (HTTPS) and the truth behind themHow to implement good Internet browsing habitsThe pros and cons of password keepersUpdates to our newly implemented 9-1-1 systemHow 9-1-1 works and how 9-1-1 is working towards obtaining z-axis coordinate informationCell phone tower design/technology9-1-1 texting capabilitiesBenjamin refers to:ANI/ALI (Automatic Number Identification/Automatic Location Identification)Voice over Internet Protocol (VOIP) systemsWireless Phase I and Wireless Phase II information and data sourcesDemarcation points of call deliveryTTY (text telephone), video relay, and language line use and services

You’ve been hacked! Cyber-attacks seem to be a constant concern for many organizations and 9-1-1 is not excluded.  Benjamin Gairrett, ENP, Information Technology Support Manager at the El Paso-Teller County 9-1-1 Authority shares some recently discovered vulnerabilities and how the Authority was impacted. He also gives updates in 9-1-1 technology in part one of this three-part episode!In this episode Ben discusses:Changes in work environments within the 9-1-1 industry and movements to remote and hybrid workBenefits and capabilities of remote dispatching and call-handling Technical requirements and specs for remote work environmentsSatellite network that provides high-speed internet to remote locationsMigration and redundancy in data centers and technologyVirtualization and disaster recovery​​​​​​​Recent cyber-attacks and organization vulnerabilitiesSocial engineeringWhat users can do to prevent being hackedBen references:Uninterruptible power supply (UPS)Elon Musk’s company, StarlinkVirtual Private Networks (VPNs)White hat, black hat, and gray hat hackersUnified access gateway (UAG)Public Safety Communications article How One ECC Installed Remote 9-1-1 OperationsArlington County VA ECC Takes on the Pandemic with Remote CapabilitiesEpisode 49: FirstNet Helps Emergency Communications Center Adapt during Pandemic

Joscelyn Niski has been in 9-1-1 for ten years.  She worked as an emergency response technician, public safety dispatcher, and is now an IAED certified quality assurance analyst. Prior to her emergency communications career, Joscelyn worked a variety of jobs to include providing customer service at a call center.  Her initial assumptions of what it would be like working at a 9-1-1 center were very different than what she or her first responder family expected. In this episode, hear about:How perceptions of 9-1-1 can be reshaped.The importance of demonstrating confidence in our decisions and learning from mistakes as a team.The significance of evaluating and changing our communication styles.Ways she uses energizers during training.Joscelyn references:Communication Feedback:  Know Thyself through Employer’s Council. Helps understand other people’s learning and communication styles. Her hobby of photography.  You can see some of her photos on her Facebook page, Joscelyn Brice Photography. Modern Cross Stitching, as an alternative hobby and way to reduce stress. The Man Called Ove by Fredrick Backman.

Robin Lindberg has been in 9-1-1 for eighteen years and has worked for three separate agencies as a dispatcher and trainer.  At one point she worked at Woodland Park Police Department, Teller County Sheriff’s Office, and Cripple Creek Police Department at one time!  She’s taken APCO’s Certified Training Officer and NENA’s Supervisor classes.  Prior to 9-1-1 Robin worked as a lead at Sea World San Diego and has been the star in several theatrical performances to include playing a deceased male.  This former theatre buff shares her experiences and gives tips on transitioning between agencies. Robin discusses how she:Leverages technology to her advantage and improve efficiencyWays she practices patience and understandingFinds similarities in processes and protocols between agenciesHas handled challenging calls and incidents as a dispatcherHad an ambulance crew taken into law enforcement custodyProcesses difficult callsRobin recommends and referencesThe benefits of debriefingTips for being a good caller and witness Cross stitching for stress reductionThe Outlander SeriesThe play, Arsenic and Old Lace which was also made into a movie

If anyone can train 18,000 people in 18 months, it’s Ty Wooten, ENP and Director of Education at the National Emergency Number Association (NENA).  While he wasn’t working at NENA at the time, he was training public safety officials. Ty’s 27 years in 9-1-1 have varied from working as a Communications Officer at Hancock County Sheriff’s Department to Emergency Communications Manager at Indianapolis International Airport, and everything in between.  He founded a tactical dispatch team and many other industry standards that are in place today.In this episode you’ll hear about:The benefits of tactical dispatch teams.Indiana Box Company’s seven-alarm fire in Indianapolis.The importance of involvement in 9-1-1.The value of industry standards and best practices. Numbers other countries use for emergencies.How Europe handles incoming 9-1-1 calls. Ty’s vision for 9-1-1. Ty references:National Emergency Number Association (NENA)NENA’s Tactical Dispatch Course which is one of 26 different training programsI3 Standard in Next Generation 9-1-1Urban and Regional Information Systems Association (URISA)Association of Public-Safety Communications Officials (APCO)National Fire Protection Association (NFPA)European Emergency Number Association (EENA)Dare to Lead by Brené Brown

Have you ever come across an error in a project and felt overwhelmed? Now imagine finding 60,000 errors in that project!  Where would you begin? Justin Annan is the GIS Analyst and MSAG and Street Naming Coordinator at the Authority.  Justin served in the Marine Corps in field artillery and deployed to Iraq.  He also studied Journalism at UCCS before switching to Geographic Information Systems. Hear how this former marine conquered a very large project and more in this episode! This episode breaks down and defines:GIS.  What is it?  According to Justin, Geographic Information Systems (or GIS) is the process of gathering, managing, and analyzing spatial data to tie it to locations and symbolize it in different ways.Site points.  Our two-county region has over 300,000 of them along with 50,000 road segments. But what is a site point? What’s a building footprint? How does GIS pull all of this information together?Road centerline data. The road centerline data includes attributes like the speed limit, traffic direction, address ranges, the community, county, and more.Plat maps.  You can also learn more about plat maps and other GIS legal descriptions on the Assessor's webpage.The street naming process. Discover that MSAG stands for Master Street Address Guide which includes all of the different road segments and address points for our region.  While it's not a spatial data set or connected to our 9-1-1 data, it must synchronize with both types of data.​​​​​​You will also hear about the updating process and how it's changed to a more simplified, streamlined process. As well as his upcoming project road naming convention project. Creating alias names for roads to make them easier to find for call takers/dispatchers and other responders.​​​​​​​​​​​​​​Justin recommends:Reading Dark Matter by Blake Crouch, especially if you are interested in Science-Fiction.Going on walks to reduce stress.Listening to heavy metal.  Some of his favorites include The Browning, Viral Millennium, and Arch Enemy.

Curious to know who was the first person to get the Emergency Number Professional certification in Colorado Springs? Well, look no further than our own quality assurance analyst, Jenna Kester! Prior to joining the El Paso-Teller County 9-1-1 Authority team, Jenna was an emergency response technician and dispatcher at Colorado Springs Police Department for 13 years. She also holds her CMCP.  In this episode, you will hear about:Changes in dispatch protocols over the years.The reasoning behind the protocols we use.The accreditation process​​​​​​​.Her tips for new call takers and dispatchers.Jenna recommends:Making lists.  She is a professional list-maker and uses them to help reduce stress and stay organized.Everything by Brené Brown along with many other self-help and self-love books.

Dan Ausec had no idea that wildland firefighting would lift him from a career in health and exercise science, to working with numerous agencies to centralize a computer-aided dispatch system (CAD).  If you don't know who Dan Ausec is, this episode will introduce you to the CAD and GIS manager at the El Paso-Teller County 9-1-1 Authority.  Dan has worked as a wildland firefighter, emergency services dispatcher, trainer, supervisor, tactical dispatcher, and CAD administrator.  Dan constantly focuses on the next phase of development and improvement. In this episode Dan shares:The centralization of CAD.The importance of project management.Recent advancements in CAD.Recent changes in mapping systems.Some links and references:Dan shares a new way of providing location by using the app, What Three Words.He encourages listeners to read, It's Your Ship.Dan also recommends the book, The Giver.Dan has recently taken up golf as a way to reduce stress.  He recommends listeners check out World Golf's three-wheel golf carts.

Want to know what it takes to become a quality assurance analyst? Meet Ardelle Grima!  She has years of experience as an emergency medical technician (EMT), emergency services dispatcher, and quality assurance analyst.  Ardelle shares what led her to quality assurance and what it takes to be a quality assurance analyst. Be prepared to hear some laughs and learn about:How the call scoring process worksSome tips to improve compliance scoresThe heaviest weighted questions and things to avoid when using emergency dispatch protocolsWays to redirect difficult callersTips for using ProQAIn this episode Ardelle referencesAdvanced Quality Assurance (AQA) AQUA?​​​​​​​Pre-Dispatch Instructions (PDIs)Pre-Arrival Instructions (PAIs)For a mobile field responder guides for determinant codes click hereLearn more about determinant codesThe Scarpeta Series by Patricia Cornwell

Do you stress over certain calls?  Are you worried about compliance scores? John Lofgren may have a few solutions for you. John has incorporated his experience as a firefighter, police officer, dispatcher, and supervisor to enhance how he coaches both his team and other agencies.  As a certified instructor with the International Academy of Emergency Dispatch and Training Manager at the Authority, John shares some of his knowledge and tips in quality assurance and training.In this episode, John discusses:The shift from quality improvement to training.Ways to prepare for certain calls.How calls are reviewed during the quality assurance process.How to build team cohesion and consistency.John references:The International Academy of Emergency DispatchTraining through the National Emergency Number Association (NENA) such as the Center Manager Certification Program (CMCP) and the Certified Training Officer (CTO) program.  You can learn more about all of NENA’s programs at nena.org.How to Win Friends and Influence People by Dale Carnegie5 Levels of Leadership by John MaxwellDare to Lead by Brené​​​​​​​ Brown

Jessica Flohrs is the Communications Center Manager at Teller County Sheriff's Office and has years of experience as a dispatcher, trainer, supervisor, and quality assurance analyst. Jessica holds a Communications Center Manager Certification through the National Emergency Number Association along with many other certifications.If you have ever experienced overload, this is a great episode for you. Jessica reminds us that our brains are always capable of learning and re-learning if we allow ourselves time to train and grow.  She's had to re-train herself through working at different agencies and training others.  She also reminds us that, "They're just people" and we are all human.During this episode of the podcast, you will hear about:Some of Jessica's defining moments and why she has stayed in this career.Her approach to leadership and training.Tips on how to transition into a new role and different agency.Recent technology changes in her center.A surprising fact about 9-1-1 service.Jessica references:Dare to Lead by Brené BrownNENA's Center Manager Certification ProgramNENA's Center Supervisor ProgramVery high frequency (VHF) vs. 800 MHz radio frequencies.  You can learn more about radio frequencies on the FCC's website.