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Radio Dispatch Consoles

By Marty Mesa posted 06-29-2021
3 people recommend this.
Looking to see if there is any agency using the Motorola Avtec Radio Dispatch Console and their review of the product. Thank you in advance for any information!
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Training Manual

By Raymond Harding posted 03-02-2021
1 person recommends this.
Hi everyone I am working on my agencies Training Manual in order to get us APCO Agency Training Program Certified. I have taken the Project 33 class, but am looking for any advice or input for anyone who has gone through the process or knows about the process. I want to work on my layout and just any advice or examples would be greatly appreciated. Thank you all in advance. Raymond Harding Metacomet Emergency Communications Center CTO/PST
1 comment

Language translation

By Tina Mathieu posted 11-16-2020
1 person recommends this.
All, When we receive calls from citizens that do not speak English, we use a company that we connect via the telephone and are then connected to an appropriate translator. I am assuming that the majority of you do as well. I am interested in hearing if there are any agencies that are using an electronic translation product or an AI product to help with your language translations. Please contact me direct at tmathieu@weber911.org if you do something different than telephone translation. Thank you so much! Tina Mathieu Executive Director Weber Area Dispatch 911 Ogden, Utah
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TDD - TTY

By Barry Laise posted 08-08-2020
1 person recommends this.
Wondering how often others have utilized the TDD/TTY systems. In 20 years I haven't taken any TDD/TTY calls. I have taken plenty of Video Relay Service (VRS) calls, 5 in one day. How often do you practice the TDD/TYY in accordance with the ADA mandate. We test the capability weekly.
2 comments

12 hour shifts

By Roberta McMinn posted 07-29-2020
2 people recommend this.
Anyone have staffing of 9 full time 9 part time employees, minimum manpower is 2 per shift and work 12 hr shifts? If so could you send me a copy of your schedules and how you fill vacation and overtime shifts? Thanks
2 comments

Billing for contract agencies

By Scott Haberkorn posted 07-20-2020
1 person recommends this.
​ We are considering taking on dispatching responsibilities for a new agency on a contract basis. Until recently, all of our users paid in on a cost share basis, however at the beginning of this month, all that went away when we implemented a 9-1-1 Service District based on property tax rolls. I am looking for a method or formula or something to use to build a contract for services for this new agency that is not part of the 9-1-1 Service District. Do I bill by transmission, by call for service, a buy in and one of the above etc.? Does anyone have something I could look at? Thank you! Scott Haberkorn, 9-1-1 Manager Corvallis Regional 9-1-1 Communications ...
1 comment

EMD SOP

By Casey Hughes posted 06-28-2020
1 person recommends this.
Good morning- I will be implementing EMD at our department, but it is still in the infancy stage (creating guide cards now). I am curious if any departments currently utilizing EMD, have an standard operating policy outlining the process I could take a look at? If you are willing to share my email is cahughes@pvamu.edu Appreciate the assistance!
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3SI tracking software...SC PSAP

By Heather Collins posted 02-04-2020
1 person recommends this.
Good afternoon. I am interested to know if any PSAP in SC is currently monitoring 3SI tracking from their Communications Center? The Director and myself are interested in touring an in-state agency to see this software. Look forward to the responses. Thanks, Heather
3 comments

CMCP Center Manager Certification Program Aug 2020 hosted by Cowlitz 911 Kelso-Longview Washington

By Deanna Wells posted 10-16-2019
1 person recommends this.
Cowlitz 911 will be hosting a (40) hour Center Manager Certification Program delivered by NENA August 10th - 14th, 2020, please see link below. https://cowlitz911.org/cmcp-2020
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Schedule Sharing??

By Annette Walston posted 08-23-2019
3 people recommend this.
Looking for some new schedule options, We are adding 4 new positions this next year and working on some new schedules. We will currently have 28 dispatchers and 5 Supervisors. We currently work 8 hour shifts with a dayshift, evening shift, and midnight shift. We do have a few 10 hr shifts that work as a relief on days and evenings. We are looking for any options, input or schedule sharing that anyone could provide. Thanks for any assistance. Annette Walston, Dispatch Supervisor/Training Coordinator for Overland Park KS Police Dept.
1 comment

Handling Instigators in Your PSAP

By Heather Joyner posted 07-30-2019
4 people recommend this.
When working in or managing a PSAP one of the biggest challenges is always seeking the truth when someone wants to instigate an issue. While most individuals in the workplace are eager to form comfortable, and mutually respectful relationships, others seem more eager to stir up trouble and create conflict. If your PSAP is home to an instigator, the way in which you handle this individual could prove very important to ensure you are not falling victim to their antics. If you mishandle your interactions with this person, you will likely find that he/she is successful in their attempts to create conflict. If, on the other hand, you tackle their attempts at ...
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How Complaining Positions Your Leadership

By Heather Joyner posted 04-01-2019
10 people recommend this.
In 911 PSAPs around the world, there are conversations taking place regarding poor performance issues. The reality of this statement is that many of the conversations taking place are unproductive, creating a drama-filled work environment where employees continue to gossip, bully, or use passive-aggressive behavior to manipulate others. If you are a supervisor, manager or director complaining to a colleague or group of people regarding a "bad apple" or "poor performer", think about how your statements are positioning you as a leader. The other day, I was shadowing a shift and overheard the shift supervisor talking with her coworkers, making negative statements ...
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Stop Taking the Bait

By Heather Joyner posted 02-20-2019
5 people recommend this.
When you have a member of your team approach you to share a little gossip regarding a co-worker, how do you handle it? Do you have them pull up a chair and engage in unproductive conversation? Do you get upset and make inappropriate comments? Do you react by showing your authority? Or, do you become frustrated and take your anger out on the whole shift or department? You know, it's easy to take the bait of buying into the stories and assumptions of others and allow negativity and destruction to take its course. It's especially easy when caught off guard to react without thinking. When in a position of supervising, managing or leading, you have to create ...
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When Job Applications Leave You Speechless

By Heather Joyner posted 02-16-2019
2 people recommend this.
As a PSAP manager one of the BIGGEST responsibilities is hiring and onboarding new employees. Let's face it, this profession is one where the doors are constantly swinging open with . It's easy to blame the management team, but the issues with retention in PSAPs are much more rooted than what's on the surface of workplace relationships. Often, PSAP managers find themselves filling vacant positions due to the stressors of the job, the demands of the work schedule, less than appealing salaries/benefits, or lack of training or advancement opportunities due to not having an adequate budget. When PSAP managers are faced with filling these positions ...
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When Leadership Requires Tough Love

By Heather Joyner posted 02-14-2019
5 people recommend this.
If you are leading in any capacity, whether it be mentoring a new hire, supervising a shift, or running a department, you will find yourself in a position of tough love when it comes to redirecting behaviors or disciplining of personnel. Emotions play a BIG part in how we lead and how we communicate with our team(s). Some days we may experience joy, happiness, pride, or achievement, while other days our emotions are on a rollercoaster of frustration, sadness or disappointment. So, how do you handle your emotions? Do they get the best of you by triggering an outburst? Do you gossip with those who you will find agreement? Are you passive aggressive and create ...
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When HR Calls

By Heather Joyner posted 02-12-2019
2 people recommend this.
Managing a PSAP is not an easy undertaking. There are many challenges that you will face and overcome when leading in an environment that is already set up to be toxic. Your personnel not only dealing with their own personal issues but also taking on the mental stressors of their co-workers, serviced personnel, and even complete strangers with every 911 call they process. If you think that your work environment will be rid of drama , my friend, you are sadly mistaken. As much as you may put forth your best efforts in leading your team(s), life happens. People will disappoint you, not understand you and even gossip about what they think your intentions ...
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Frustration in Dispatch: What Conversation Are You Avoiding?

By Heather Joyner posted 02-11-2019
3 people recommend this.
There are many challenges working in a 911 PSAP , call center environment. The challenges are not only in the skills of performing the job but also in the managing of energy around other co-workers. Some co-workers will bring out the best in you while others will test you to the nth degree. In my experience of managing, there have been multiple times where I have played a role in working with personnel to address an issue that otherwise would not have been resolved without mediation. From these encounters, there is one emotion that continues to raise its head that tells me when someone has allowed a situation to go on for way too long. That emotion is frustration. ...
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One, two, three!

By Kimberly Burdick posted 02-04-2019
2 people recommend this.
ONE, TWO, THREE!! GUESS WHAT WEEK IS COMING UP!!! It is just under three months before the celebration begins! This year National Public Safety Telecommunicator’s Week is April 14-22 nd ! It is a week-long celebration of recognition for those public safety professionals, the first, first responders, under the headsets working to keep America’s first responders and citizens safe. Have you checked out the buttons the Southern California Chapter of APCO, or CPRA has for sale? CPRA began selling the buttons 29 years ago. They still only cost $1 each. Check out the button at www.cpra.org You’ll love it! We already ordered ours! Some other ...
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