ECB Quarterly: Memphis 9-1-1 Magazine

All About Training

APRIL 2022

I S H 9 P 1-1 M E M Official Publication of the MPD Emergency Communications Bureau

issue nineteen

MEMPHIS POLICE DEPARTMENT

EMERGENCY COMMUNICATIONS BUREAU

ABOUT US We are one of the busiest 9-1-1 centers in the country.

We receive over 630,000 91-1 calls and more than 500,000 non-emergency calls each year.

ECB Monthly Mission This front-line led publication seeks to inspire and motivate ECB

The MPD Emergency

telecommunicators by highlighting

Communications Bureau

employee accomplishments.

(ECB) is the primary Public

The selected stories and content are

Safety Answering Point

shared with the intent to disseminate

(PSAP) for the City of

useful information about the Bureau,

Memphis; and the only

Memphis Police Department and the 9-1-1 industry as a whole.

provider of Law Enforcement dispatch services for the Memphis Police Department.

In 2021 we answered 90 % of 9-1-1 calls in 20 seconds or less. michael spencer emergency communications administrator cerelyn davis chief of police, memphis police department

Furthermore, we aspire to increase transparency and communication between management and the floor; and improve overall employee morale.

04

From the Administrator's Desk Michael Spencer

08

Employee of the Month Francisco Lozada

10

In the Community Shayla Holmes

PROFESSIONAL DEVELOPMENT

20

Training Refreshers Lorna Griggs

This issue is filled with training and professional development experiences. Don't let the year pass without investing in yourself and your career growth.

14 28

Supervisor of the Year Katrina Towles

TABLE OF CONTENTS MEMPHIS 9-1-1 APRIL 2022 ISSUE NINETEEN

Dispatcher of the Year Tondra Taylor-Hailey

SPECIAL FEATURE

Beyond the Bureau

CREDITS

This unit utilizes highly trained dogs who, along with their handlers, make up a unique team responsible for building searches and suspect searches, as well as narcotic and explosive detection. In 2019, the Canine Unit answered 3,561 calls, initiated 13,797 specials, and made 302 arrests.

Source: MPD 2019 Annual Report

PAGE 24

ECB Monthly Team: Chief Administrator Mike Spencer Editor-in-Chief Deranecque Rogers / Editor Erica May Contributor Linda Hollingsworth/ Contributor Sam Stamper

FROM THE ADMINISTRATOR'S DESK

Michael Spencer, ENP Emergency Communications Administrator Memphis Police Department

A QUALITY SHIFT Hello ECB Team,

"Answering the call quickly is only one of our goals. Processing the call in a professional and empathetic manner is just as important. That is why we are shifting our focus to quality." -Mike Spencer

During the month of the March, the City of Memphis and the CWA negotiations team have been working on your next contract and wage increase. Negotiations went well and both sides worked to provide the best outcome for ECB staff. I want to thank the City’s Chief Negotiator Melundee Scott, ECB Managers Lovejoy, Stiger, Rogers and Deputy Chief Michael Hardy for working with the City to offer or approve the best article changes for the CWA MOU. The CWA Negotiations Team passionately suggested and presented multiple changes to benefit employees and improve processes. Although we couldn’t agree to all requests, I walked away from the table feeling like we were able to put forth a balanced and fair list of changes and improvements. By the time you read this you should have been made aware of all the approved changes and wage increases.

Furniture was finally delivered at 201 Poplar, everything except for the conference room chairs. Those are still on back order, and we expect them soon. We are almost there and so far, the feedback has been great. Although everyone isn’t in the training program, all of you will get a chance to work out of that site at some point. It will be nostalgic for some of you but familiar to all. We plan to work one day out of the month completely at 201 Poplar so everyone can get used to the facility in case of an emergency.

TRAINING & HIRING UPDATE Several of you stepped up to help train and it is paying off. We are inching closer to our goals and although we still have a way to go, I hope some days you can see the light at the end of the tunnel. The January class is on the dispatch floor, and we are about to begin interviews for the May class. As soon as that class starts, we will begin the process for the August class.

Continuous hiring is the solution to our staffing problems. As a Bureau we are getting closer to meeting our monthly goals. This is a direct result of the efforts that each of you are putting in to provide the best 9-1-1 service for the citizens and visitors of Memphis.

MIKE'S MESSAGE QUALITY ASSURANCE We know that answering the call quickly is only one of our goals. Processing the call in a professional and empathetic manner is just as important. That is why we are shifting our focus to quality. Everyone wants to do a good job, and everyone wants someone to acknowledge when they do. By now most of you have visited Quality Assurance Supervisor Lorna Griggs. She spends her days reviewing and QA’ing your phone calls. This is another way to recognize the great job that you do and provide you with feedback on a regular basis. We have been working to get a Quality Assurance program off the ground for some time and we are finally making progress. Our goal is to QA 2% of all 9-1-1 calls received as recommended by NENA. Another effort we are making involves a new software platform named Power Engage we are about to launch. Power Engage will connect directly to CAD and provide a couple of automated services. They have taken the online ordering approach and applied it to Public Safety. We are going to configure it so that once you receive a call from a citizen, certain event types can send a confirmation (CAD reference #) to the citizen along with pre-arrival discussions as an SMS message. We know citizens are panicked and don’t always hear what you tell them, and this gives them an opportunity to receive a text message that tells them not to touch anything an intruder may have touched and encourages them to make a list of all known missing items on a burglary call. Or instructs them to gather paperwork for a stolen/missing firearm. The system can also send out surveys on non-life threatening or property crime calls asking how we did. This feedback will come back to the center on a “shout out” wall monitor. We talk to more citizens than anyone other City Division. We know you guys are doing a great job because we receive very few complaints. This gives the caller an opportunity to report and praise your professionalism. This is only the beginning of the things we can do with the software, and I will share more when we get embark on Phase II. If you are interested in reading more about the platform before we receive it, go to www.cuehit.com. Cuehit was recently bought by PowerDMS and they will be rebranding the product as Power Engage.

I wanted to let everyone know how we will be replacing our recently retired CAD Tech’s David Cupples and Mendi Shull. We partnered with City IS to hire two IT professionals to add to the team. Dewanda and I will be interviewing the final three candidates this month and we hope to have them onboard soon. As technology and cyber security becomes more and more complex, we made the decision to bring in staff with the expertise and background suited for our expanding and critical IT environment.

Thank you for your hard work and dedication. All of you continue to make me proud. I will continue to work on increasing staffing, updating tools and technology, and providing the best environment for you to perform your duties.

God Bless each of you and your families.

Mike

2021 Call Stats In 2021 Memphis 9-1-1 answered more than ONE MILLION calls.

AVERAGE CALL ANSWER TIME = 10.6 SECONDS

During a pandemic and with unprecedented staffing challenges, we still managed to answer 90% of our emergency calls within 20 seconds.

9-1-1 Calls Answered

Non-Emergency Calls Answered

684,548

399,415

NEED Calls Answered

13,014

TEXT to 9-1-1

44,273

National Public Safety Telecommunicators Week April 10th - 16th, 2022

Memphis ECB, this week is for US! Every year during the second week of April, the telecommunications personnel in the public safety community are honored.

We will celebrate 9-1-1 and the work we do all week long. Stay engaged and participate in the Spirt Week activities.

901 DAY

JERSEY DAY

WESTERN DAY

EMPLOYEE OF THE MONTH

FRANCISCO LOZADA

What is your most memorable call?

The hottest Event I've ever worked was a barricade in Airways where a suspect started firing shots into a residence and then proceeded to barricade himself inside and continued to fire shots through a window at officers for the next 2 hours. I could hear the shots being fired when officers were keying up and backup had to be called from every precinct.

What advice would you give to a newer employee that seeks to be successful in this role?

WE ALL KNOW A LITTLE SOMETHING ABOUT PRD EXTRAORDINAIRE FRANCISCO LOZADA. THERE IS MORE! PRD Francisco Lozada started his journey with the Emergency Communications Bureau July of 2013. He has proven to be a true asset to the Bureau each day since. He is truly deserving of the honor of Employee of the Month. Read his interview and maybe find out something you didn't know about him.

How was training for you?

Training for me was good. Mainly because I made sure to study and memorize my policy. I had many trainers who are still here James, Milton, Claudia, Jameta, Pat Wright , Jennifer Mutee, Markisha Thomas, Tracy Williams and I learned something different from each one.

I did have some growing pains. For example, my CTO did not like that I used the phrase

Remove the chip on you shoulder. Be accepting of criticism. Come into this job with an open mind and with willingness to learn. Study hard and memorize your policy and maps so that your CTO's do not have to focus on teaching you that which you are able to learn yourself. . Make sure you know what you NEED to know so they can teach you what you don't know.

What are some stress relievers you recommend that help you cope with the demands of the job?

Massages, Spa treatments, Pedicures, Exercise, food.

"Okidokey" among other things, but we all know I was a prodigy.

What is your favorite part of your job?

My favorite part of the job is being able to help people. I am touched when I am able to help an elderly or confused caller by going above and beyond to help them get the information that they need or to get them to the right place because I know that many others would ignore them and push them off.

What are you looking forward to most in the future?

I am looking forward to the radio upgrades that will allow us to track officers locations as an added tool for officer safety. It will also help us with being able to keep up with chases.

What is the most challenging part of the job?

The toughest part of this job sometimes is dealing with the work hours and balancing your personal life.

Why did you win EOM? Perfect attendance , Volunteering to work over to train, and helping everyone get acclimated to training.

If you could change one thing about our job what would it be?

I want to get paid weekly. I want my overtime on this check this Friday. I bet a lot more people would be willing to work overtime.

NO UNIFORMS! SHORTS FOR THE MEN!!!! it's not fair that girls get to wear skirts but we cant wear shorts.

TRAINING CHRONICLES with CTO Linda Hollingsworth

Career Day WITH PRD SHAYLA HOLMES

The candy was a big hit!

Where's Shayla?

They were really paying attention.

Call Ms. Sue Robinson @ the 911 District office for comic & coloring books.

On March 9th, PRD Shayla Holmes attended Career Day festivities at Power Center Academy Elementary (Southeast Campus). She shared what we do and gave helpful tips to the children on when, why, and how to use 9-1-1. In addition to this important information, she provided coloring books, comic books, and candy.

SideNote: Mrs. Holmes had her sons assist her in creating the nicely crafted presentation board. The family that works together grows together!

What was 1 of the questions the children asked?

Child 1: What if someone puts me in the trunk of a car?

Child 2: It's a thing in the trunk you pull and get out and then you run!

#weanswerthecall serving the city of memphis since 2007

In 2021, I answered 1,321 emergency calls.

I AM 9-1-1

Police Radio Dispatcher

Shayla Holmes

#iam911project

PRDT Jessyca Baker

I was able to catch a few of the virtual seminars with the Denise Amber Lee Foundation, all of which I thoroughly enjoyed. Here are a few of the notes I jotted down.

Give yourself a reason to be at work.

If you can give yourself one good reason, you will feel your purpose. While the money is appealing to most looking for "just a job", that is not always a convincing reason to show up to work and strive to be better every day.

Some of the reasons they explained in the video were: talk to one person during your shift and make a difference in their day, there you have found your purpose.

Is your calltaking creating ripples?

A ripple being cause and effect on the caller and calltaker. Behaviors and emotions that you express from the very beginning of the call can depict how easy or difficult the remainder will go. I've noticed when I am having a bad day, my calls tend to get more "hype" than they should and I believe that is initiated from my tone or emotions expressed in my greeting. It is crucial to maintain professionalism and self control during calltaking and dispatching. If officers/citizens are being rude/disrespectful, there is no benefit to give rebuttal - maintain control of the call or radio respectfully.

Feedback is your friend.

Being able to accept it exhibits a level in maturity and willingness to learn/improve as an employee.

Quality assurance creates accountability.

This was probably my favorite seminar of all. Knowing that someone else could always be listening, should make calltakers more conscious of their demeanor while on the phones as well as the need to adhere to policy.

PLAIN & SIMPLE CTO Tiffany Grandberry has a creative approach to teaching call-taking. Check out the printed reminders she has for her trainee.

SERVING THE CITY OF MEMPHIS FOR 32 YEARS

1990 Began career with the City of Memphis as a general clerk in the Public Works division.

1994 Transferred to Central Records

1997 Started in MPD Communications as a dispatch trainee.

2005

2000 Joined the training program as a Communications Training Officer.

Became a peer counselor

2014 Promoted to Communications Supervisor

KATRINA TOWLES 2022

RETIREMENT

SPRD Katrina Towles is Communications' 2021 Supervisor of the Year Awardee.

Katrina Towles states her favorite aspect of working in 9-1-1 is "helping other people." " It could be the citizens, officers, or my co-workers. I believe in helping others. I take pride in being a team player. I'm willing to play whatever role needed to get the job done."

Reflecting on her career, she is most proud of the growth and development she experienced due to the job and how it shaped her as a leader.

In 2021, Supervisor Towles played an instrumental role in the training program. As the first supervisor detailed to the new back up 9-1-1 center, she was committed to assisting the training leaders in establishing the off site training component. In addition to her supervisor duties, she also was willing to jump in and train new hires on call-taking when the shift was short of trainers. Towles also trained the newly promoted supervisors.

FAVORITE MEMORY OPEN MIC When I was a dispatcher I was working Central Precinct ( now Tillman Station). I dispatched a call to a new officer who was not very familiar with the ward and he asked for a location. Well one of the veteran officers had been on the air all day giving locations. Before I gave the location, I said my thoughts aloud. I called the officer by name and said " Well why don't you go ahead and give him the location since you've been dispatching all day."

Unbeknownst to me, I had an open mic.

The officer keyed up and said, " Dispatch what was "I enjoy training and getting the opportunity to

that?" I replied, " Show you on the scene of your

have a positive impact on someone's career

call."

journey. I tell the new supervisors to always treat people with respect and remain professional.

Suddenly the phone rang and the service desk

Though change is uncomfortable at times, it is

operator yelled " Central, you have an open mic!".

inevitable. An elder once shared with me, " It's a

She transferred the lieutenant to me and I

poor wind that never changes."

immediately apologized and pleaded, " Please don't write it up."

As retirement quickly approaches in December of this year, Towles is looking forward to spending

The lieutenant was laughing and told me that

more time with family, volunteering and

everyone else was laughing too because " You got

traveling.

him."

The then lieutenant was now Lieutenant Colonel Charles Morris.

BRASS VISITS

1097/Lt. Colonel Charles Morris stops by Communications to see a few familiar faces and a number of new ones.

NEW CTO CHRONICLES: ROYEESHA BALLENTINE

What's the 4-1-1 at 201?

I feel like I've grown and gotten better as an overall dispatcher. I catch myself relearning things that I had previously forgotten over the years. I've also learned that I have a great amount of patience.

- Royeesha I decided to train because I know we need the help. I also believe that I am good at my job. Hopefully, with my training, a few people will want to actually stay long term. All of the new trainers like myself have been pitching in trying to help each other, but overall, Jeremiah and Francisco have been really helpful on making this journey smoother for me.

My most interesting moment so far is when my trainee took her first shooting call. The look on her face was priceless. She looked at me like "please help!" and all I could think about was "Wow, this was once me in this same exact chair. Now I am helping someone else through their journey". That stuck with me and makes me want to train more.

We weren't given the formal training as the "old trainers", but we help each other and try to keep each other motivated by reminding ourselves that the more we train, the more people hopefully get released, and the closer we get to being fully staffed. Training has been great so far. I can see myself training long term.

I have been telling her to just stick with it. I know the job is hard and it is a lot to learn, but I constantly remind her that everybody she sees up here, was once in her seat, and we all overcame the same obstacles she's facing now. Everything will get better in the end.

Coming from Flicker, everything at 201 Poplar (the training site) is really outdated. We have plenty of more amenities at Flicker. I miss being able to go outside, sit on the patio and catch a breath of fresh air. Hopefully we will all be able to go back soon.

Josh and Jesse have started APCO's Registered Public Safety Leader Program. We are rooting for them and can't wait to see their service projects come to fruition.

JOSH EDWARDS I decided to take on the RPL(Registered Public Safety Leader) certifications to gain the necessary skills and tools to advance my career within Memphis Police Emergency Communications Bureau. Jesse and I are in the same class and just entered Week 2 of the year long classwork.

Along with the class work you are required to complete a service project that impacts Public Safety at a regional level or higher. I have decided to tackle getting legislation passed at the state level to recognize all 911 Dispatchers in Tennessee as Public Safety. While it might seem like a small thing, we are fortunate to already have this at a city level and just recently Davidson County passed it at a county level. Being recognized as public safety opens us up to additional perks such as blanket raises and bonuses.

JESSE MCCORD I always want to further my education in our industry and to obtain the supervisory skills necessary for successful ECC operations. It is a year long online program meant to educate employees interested in publicsafety communications. It also requires the attendee to submit and execute an approved service project at the regional or state level. I am currently developing a Diversity in 9-1-1 course to be taught both virtually and in-person later this year. I have always enjoyed learning and being in class and this feels like a college course.

PRD Josh Edwards and I are currently in Week 2 of the course with so many more to go, but it is never uninteresting. I hope that we will be able to have additional attendees from our bureau in the future.

CALLTAKING BASICS The basics (6Ws and H) still work and are the cornerstone for all call-taking practices. Utilize this guide to help you conduct complete interviews.

WHO is involved? gave you this information? are you calling for?

WHEN did this happen? are you going to be there? did you get the text?

WHAT

WHERE

is going on? are you/they wearing? did they say?

is the suspect/subject? is your child? did they go?

WHY

HOW

did you call? did you let them inside? didn't she call us?

did he get in? do you know this happened? did this happen?

Weapons Is it a gun/pistol/rifle?

Is the person armed now?

Caller says, " Breaking the windows", Do you see the weapon?

Caller says, "They shot at me yesterday?" Does he have a gun now?

This resource was created by Lorna Griggs. With more than 30 years of experience in 9-1-1, Lorna is the Quality Assurance Coordinator for Memphis Police Emergency Communications Bureau. In 2021 Memphis answered more than one million emergency and non emergency calls.

from the QA Coordinator SPRD Lorna Griggs

9-1-1 INTERVIEW TIPS

Quality Assurance These employees received passing QA scores for the first quarter.

ALPHA Tammie Burns Andrea Heaston Jacob Maness Michael Mann LaToya Mims Karen Ollie Tiffany Grandberry Takelia Robinson Monique SimmonsMoore Tarrashea Simpson Guriece Williams Patricia Wright Melanie Jefferson Tiffany Perry Sonja Ross

ERCO Michelle Collins Cori Ringwald Felecia Shipp Shannon Kelley Kimnetta Wheeler

BRAVO

CHARLIE

Kendra Curry Claudia Dorsey Heather Glissen Charlotte Hardy Cyia Hill Shayla Holmes Chariesse Parker Ina Phelps Shonna Plant Jenny Rice Lawana Stamps Gloria Steward Markisha Thomas Regina Winfrey Melissa Ivey Dana Massey Shalisa Mathena

Micheale Currin Shamanda Davis Omari Edwards Shaneqwa Green Linda Hollingsworth Ebony Jasper Melinda Johnson Francisco Lozada Xan Minor Ashley Reeves Julia Robinson Tedra Sweeten Bradley Stevens Khari Tukfu

PRDT

NEMARC

Jessyca Baker Dana Davis Christina Johnson Sherriane Jones Kacey Lloyd Shakeishalin Monroe Kimberly Neely Madeline Prater Dao Tran

Teresa Henderson Mashonitrius Lindsey Anita Merriweather Pam Pope

#weanswerthecall serving the city of memphis since 2013

In 2021, I answered 1,600 emergency calls.

I AM 9-1-1 Police Radio Dispatcher Shaneqwa Green

#iam911project

This is a full-time job. What I mean by this is that you will be with your dog sometimes more that you are with your family. The dogs go home with us and we must care for them there just as we do when we are at work. For the most part, when you are in uniform patrol, you get off work, take your equipment off and you are done for that day. Not in our world. You still have a living animal to look after.

Sometimes it can be like having another child at home. This is not a bad thing. It is a great and gratifying job, but you should not do this unless you are prepared for the responsibility that goes along with the job. - Sgt. Bowen

Beyond The Bureau with Sergeant Shannon Bowen

Interview with Sgt. Bowen

How long have you been a K-9 handler?

Why did you choose to be a part of the K-9 unit?

What training is required?

What criteria must a pup meet to qualify as a Police K-9?

What is the most challenging part of your job?

Tell about your most memorable call.

April 2022

MEMPHIS 9-1-1

2021

ISSUE NINETEEN

PRD Tondra Taylor-Haile is Communications' 2021 Dispatcher of the Year Awardee.

Dispatcher

TONDRA TAYLOR-HAILEY

of the Year I was grateful and humbled when I learned I was chosen for this honor. This 25 years with Communications has been hard at times, but rewarding.

I enjoy seeing people happy, so if a kind word or a celebration can lift their spirits, I'm all for it. As a Birthday Club leader, it's worth it. I love birthdays the most. It represents our own personal holiday. - PRD Taylor -Hailey

PRD Taylor-Hailey is a consistent professional. She sets an example by always being punctual for work. She is always willing to fulfill whatever tasks asked of her with an agreeable attitude. As one of the Alpha Shift Birthday Club leaders, she is adamant about celebrating her co-workers birthdays. She will come in to work 90 minutes early to set up and organize for the lavish affairs. A leader in Station B, PRD Taylor Hailey is well respected by her peers and superiors alike.

#weanswerthecall serving the city of memphis

since 1987

In 2021, I answered 4,264 emergency calls.

I AM 9-1-1 Emergency Response Call Operator Milton Williamson

#iam911project

#weanswerthecall serving the

city of memphis since 2001

Midnight Shift Supervisor "Excellence in All We Do"

I AM 9-1-1 Senior Police Radio Dispatcher Marvin Pender

#iam911project

APRIL 2022

EDITOR'S NOTE

ISSUE NINETEEN

A BUREAU DIVIDED ... INTENTIONALLY On a fundamental level, citizens call us when they have a problem and our job is to initiate a solution to their problem. Need a police report for your insurance company after an auto accident? We will send officers to you. The neighbor's dog won't stop barking and you think it may be being neglected? We will notify Memphis Animal Services. You've been shot? You better believe we are sending an ambulance and all the help we can.

But the bureau has problems, too, and if you ask 100 different dispatchers what the biggest one is, you are likely to get

SAM STAMPER

the same answer: Staffing. Thankfully, we

Of course, any launch of a site that

have initiated a major step towards the

size is not without it's hiccups.

solution of this issue with an increase in

Technical issues with computers and

hiring and the recent addition of a class of

terminals that have not been used in

25 brand new PRDTs to the floor.

years, equipment issues, and just

However, that raised another problem:

trying to figure out which site a co-

Where are they all going to sit?

worker is going to be working at on any given day are among some of the

The solution to that was put in motion

problems we are facing on a day to

many months ago, with the renovation and

day basis as we continue to work out

refurbishment of the secondary PSAP at

all the kinks. There is not a day at 201

201 Poplar. Now, for the first time, we

that some dispatcher (and their

have another fully functional site

trainee) are not sitting at an alternate

dedicated to training in an environment a

console for some reason. Luckily, the

bit less hectic than it can get at Flicker.

more we know and learn about these

New trainees are able to learn the job

problems, the better we are able to

from the ground up alongside their

initiate solutions.

classmates in the same position and CTO's and CTS's that are all there to help with the process.

After all, that is what we do best!

Sam Stamper PAGE 35

#weanswerthecall serving the city of memphis

since 2020

In 2021, I answered 18,122 emergency calls.

I AM 9-1-1 Emergency Response Call Operator

Cori Ringwald

#iam911project

#weanswerthecall serving the city of memphis since 1994

In 2021, I answered 3,187 emergency calls.

I AM 9-1-1 Police Radio Dispatcher Kandace Booker

#iam911project

We were all smiles when we received our gifts from Chief Davis. Thank you for thinking of us and for being the trailblazer you are. We will continue to answer the calls of "Greatness" !

- The Women of Memphis PD 9-1-1 P.S. The fellas were a little jealous.

Chief CJ Davis celebrated Women's History Month by gifting all MPD female employees appreciation gifts.