ECB MONTHLY AUGUST 2021: MAGAZINE FEATURING MEMPHIS 9-1-1- PROFESSIONALS

ECB MONTHLY

Official publication of the MPD Emergency Communications Bureau

Look inside for all the action at the 2021 NENA conference!

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 9-1-1 calls and more than 500,000 non-emergency calls each year.

The MPD Emergency Communications Bureau (ECB) is the primary Public

ECB Monthly Mission This front-line led publication seeks to inspire and motivate ECB telecommunicators by highlighting employee accomplishments.

Safety Answering Point (PSAP) for the City of

The selected stories and content are

Memphis; and the only

shared with the intent to disseminate

provider of Law Enforcement

useful information about the Bureau,

dispatch services for the Memphis Police Department.

We consistently meet the national standard by answering 95.4% of our 9-1-1 calls in less than 20 seconds.

michael spencer emergency communications administrator cerelyn davis chief of police, memphis police department

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

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

4 FROM THE ADMINISTRATOR'S DESK - MIKE SPENCER 6 MPD HISTORY MOMENT - ASSISTANT CHIEF DON CROWE 8 DISPATCHER OF THE MONTH - EBONY JASPER 9 BOOK CLUB BEGINNINGS - ERICA MAY

TABLE OF CONTENTS AUGUST 2021

10 RETIREMENT ACKNOWLEDGEMENT - CHYNIKA WORTHAM 12 READER QUIZ - GO FOR THE PRIZE !

15 AMPED UP SPOTLIGHT - JAZMIN ELEY-MOORE

We Love our Readers

18 FOURTH OF JULY MVPS 39 PERSONAL DEVELOPMENT - CAREER TRANSITIONS 42 EDITOR'S NOTES- DERANECQUE ROGERS

FEATURE: The 2021 NENA Conference was held in Columbus, OH July 24-29.

Attendees representing the Memphis ECB were Mike Spencer, Deranecque Rogers, Jameta Young, Jesse McCord, Erica May, Mendi Shull, Cyia Hill and Ashley Reeves. 911 professionals all over the country attend the annual conference which is filled with inspiration, motivation and education for our industry.

CREDITS: NEWSLETTER TEAM CHIEF ADMINISTRATOR MIKE SPENCER/ EDITOR IN CHIEF DERANECQUE ROGERS/ EDITOR ERICA MAY/ CONTRIBUTORS: SAM STAMPER, LINDA HOLLINGSWORTH

STAFFING, TECHNOLOGY & COVID

ECB Family,

City Hall, MPD Leadership, HR and the Learning Academy are all working with us to show

I must begin by saying thank you again. Thank

appreciation for the job you are doing. We are also

you for answering the call and providing the

exploring incentives for training and alternative

most important service to the City of Memphis.

compensation for mandatory overtime and any

I want to take a moment to discuss where we

opportunities to fast track hiring for previous

are, how we got here and how we are going to

employees interested in returning. You are

improve.

professionals. You are essential. You are 911.

COVID forced us to hire smaller classes last year. New employees were trying to learn a very

I wanted to circle back and discuss projects in

challenging and stressful job in the middle of a

progress, so you guys have plenty of notice about

pandemic. All of us had stresses and challenges

changes on the horizon. CAD upgrade: We are

outside of work ranging from fears of getting

working to migrate to Hexagons latest version of

sick, family members laid off and children

CAD named OnCall. We reviewed your responses

transitioning to at home schooling. Those and

from the CAD survey, and I am happy to report that

other factors contributed to a much lower

almost every issue/concern will be addressed in

success rate from the classes. In short, we

this upgrade. Dewanda has started working with

added zero (0) new Dispatchers to our ranks in

City IS and Hexagon on the upgrade and we hope

2020.

to have a test and training environment within 6 Months if not sooner. The new system will be more

We pivoted and hired fourteen (14) in December

streamlined and intuitive. It is a hybrid hosted

2020 and twelve (12) in March 2021. We plan to

solution that will allow us to move the backend to

hire 25+ this Month. We know that training

the cloud when the infrastructure is ready.

cycle is long and challenging so I encourage all

Our goal is to make the upgrade as seamless as

of you to help our current and future trainees

possible for all of you.

to feel welcomed and appreciated.

We are all in this together and it will take all of us to get back to manageable staffing levels. I can not thank you enough for the sacrifices many of you are forced to make to keep the operation going. We will continue to move as quickly as possible to continue hiring. The more CTO’s we have the more we can hire. Every Dispatcher released eliminates 2 mandatory overtime slots each day.

PAGE 4

FROM THE ADMINISTRATOR'S DESK

Mike's Message TECHNOLOGY UPDATES CONTINUED The pandemic has taught us a lot about the need to

Motorola P25 Radio project update. This project

be flexible and agile. It is a long-term goal but

has been in progress for years but today we are

implementing CAD and Call Handling in the cloud

working towards a January 2022 go live. As a

sets us up for an opportunity to work from home in

refresher, not much will change for us as we have

certain situations. There are a lot of logistics that

already migrated to the new consoles connected

would go into that, but it is important that we

to the legacy microwave and antenna systems.

choose solutions that allow us to have those

However, once we are fully migrated over the

conversations down the road. We have seen smaller

Radio locations will be sent with every

agencies around the country have success with this

transmission made by a mobile (car) or portable

and I am excited about the possibilities. Imagine

radio. Any time an officer talks to you, you will

being able to work overtime from your home during

know where they are. Dewanda is working to

a large storm to help with alarm and vehicle crash

integrate this into CAD so that we always know

calls. That is what we are working towards. The

where the officer and the car are. Our CAD system

ability to dynamically adjust staffing as needed and

allows us to track officers separate from the

on demand is critical to maintaining service levels

vehicle so you will see that personnel level

during unexpected or forecasted call volume

tracking symbolized differently as shown in the

spikes.

image. We believe this will increase officer safety and take more stress off of the Dispatcher trying

Supporting this same initiative, the City is working

to keep up with 50-60 officers at a time.

towards a digital time and attendance (Kronos/Telestaff) solution that should go live

Lastly, COVID -19. By the time this newsletter is

early into 2022. This will allow you to request days

released you should have seen multiple updates to

off, manage your benefit time, see your overtime,

the City of Memphis COVID policy. The Delta

request swaps, and track your hours from an app or

Variant of the virus is spreading faster and forcing

webpage.

our City leaders and health care systems to reevaluate strategies. We are still in a pandemic and

We are working with City IS and the vendor to

it is important for all of us to do or best to stay

discuss all work rules and procedures to configure

vigilant and aware of our habits and routines.

and calibrate the system. We will not be in the first

Continue to wear your mask, wash your hands and

group to go live so I am hopeful that our roll out

social distance. Get tested immediately if you have

will be smooth once a date is selected. You will see

any COVID related symptoms. The City is

more from City IS, payroll and HR as we get closer

incentivizing employees to get the vaccine so talk

to go-live but I wanted to give you a heads up. We

to your doctor and family about what is best for

have a complicated service center when it comes to

you to remain safe and healthy during this

staffing but most large agencies across the Country

pandemic. Thank you for your service and

have this solution or similar solutions in place. I am

dedication to public safety.

most excited about you guys being able to see in near realtime your work hours/overtime, benefit time totals and request time off. Time off that I

- Mike

hope we can approve more frequently into next year as staffing increases.

More from Administrator Spencer on pages 21 and 37

MPD HISTORY MOMENT

BY ASSISTANT CHIEF DONALD CROWE

Don Crowe is the Assistant Chief of the Memphis Police Department. He has worked for MPD for more than 30 years.

BOLO: Next month's issue will feature more from Assistant Chief Crowe!

HEAVENLY HELP It was Christmas season 1993. Shoppers were out coming and going from the Mall of Memphis. I was assigned to the Delta shift at East precinct. Michelle Locastro and I were CIT (Crisis Intervention Trained) Officers and got a call about a male threatening to jump off the Lamar Ave Bridge over Interstate 240.

Sure enough, our mental consumer had climbed over the guard rail and was hanging onto a lamp post just out of reach. He was leaning over and threatening to jump into the interstate traffic. We scrambled to get the interstate shut down by other cars. The consumer was irrational and psychotic. We talked to him for about 10-15 minutes while trying to calm him and get traffic stopped.

All of a sudden, a brown car stopped. A woman stepped out and walked towards us and the consumer. I remember officers telling her to get back. She said calmly, "I want to talk to him." We all said no. She walked right past us all. She walked to the edge of the bridge and in a calm voice said one sentence,

"Get down off that bridge."

The consumer immediately complied. We helped him back onto the bridge. He was handcuffed, searched and we secured him in our squad car. The mystery lady was gone.

She got into her car without speaking to anyone. No one obtained her name. During the transport we asked the consumer several times who the mystery woman was. He did not know. We asked him why he obeyed her after ignoring us. He did not know. It was discussed in roll call the next day in what would have been an early version of an AfterAction Review (AAR). As we rode our ward that next shift, Michelle and I both started talking about the call. We had both reached the same conclusion while we were at home.

Dare we say it? We saw an angel sent by God. To this day I believe I have seen an angel on Earth.

CONFERENCE REFLECTION

by Jameta Young

I attended a pre-conference course entitled, “ 9-11Center Supervisor Program”. During those three days, I learned quite a bit. Some topics include: staffing, morale, and recruitment techniques. It was good to know that we aren’t the only bureau who has some opportunities in these areas to improve.

There were many things that I took away from the course; Included among them are: 1. Employees are PRIORITY! We must learn to engage our employees and build them up.

Embrace the concept of taking care of your employees.

2. Attempt to resolve their concerns but not with unrealistic ideas or needs.

My most challenging part was one of our homework assignments in which I was determined to get an “A” on (if you know me then you know). I solicited assistance from Manager Stiger and Supervisor Kirkwood. To no surprise, they came through with ideas for me to complete my assignment. Overall, the feedback was good and I appreciated the help!

My favorite part of the conference came from each opportunity that I was able to learn something new. I love learning and I look forward to attending courses that will enable me to become a better leader and perhaps even motivate others to do so.

The week was not just a classroom setting but there were activities that allowed me time to network and meet others. I really enjoyed being a part of the 5k walk/run.

3. Model the behavior you want to see in employees; be the change.

4. Buy into the Bureau's mission (side note...how many of you know ours?)

5. Compensation does not always have to be monetary; from this I got a lot of ideas with hopes to implement some.

6. Making the transition; establishing boundaries.

I could go on and on about the courses as there was so much information shared amongst the other supervisors from the other agencies. I met supervisors from Ohio, and as far away as Nevada and California.

I left the conference fully motivated and full of hope for our Bureau. I choose to focus on being positive, and promoting the possibilities of creating a work environment we can all be proud of. It will take ALL of us to do it for no one person can do it alone.

Finally, I would like to say thanks to Mr. Raymond Chiozza and the Shelby County 9-1-1- Board for investing in the newly promoted supervisors. In addition, Michael Spencer for allowing us to attend, and the supervisors that stood in the gap while we were away.

DISPATCHER OF THE MONTH

Ebony Jasper " I love what I do and what we accomplish each day. This is not an easy job, but it is a rewarding one. We get to come to work with people we call family and help our community. We have rough days, work plenty of overtime, laugh a lot, cry, get upset, and laugh some more. I appreciate the opportunity to make a difference in Memphis, TN. Thank you so much to my coworkers and work family that thought so highly of me. I am honored". - PRD E. Jasper Ebony Jasper has worked for Memphis Emergency Communications for two years. She is quickly establishing herself as a professional and an asset to the Bureau. Prior to Communications, she worked in corporate sales and management for over twenty years.

What is your favorite part of the job?

What is the most challenging part of this job?

Knowing I am doing my part to help our community.

Being away from my family.

What is your most memorable call?

I remember coming to work getting a call from a familiar address and realized it was a very close friend of mine that had expired. This was a true testament that it could be your family needing help.

What advice would you give new hires in this role?

Stay true to yourself. Be open to criticism take nothing personal but do take everything seriously. Be patient with yourself and others. Remember it could be your loved one on the other end. Trust Yourself. You can do this.

ECB MONTHLY AUGUST 2021

How About a Book Club?

BY ERICA MAY Earlier this year, I read a very insightful book about teamwork. I think we would benefit as a group reading it together. So… I’ve decided to start a book club and I hope you decide to participate.

What is SOUL? S- Selflessness O- Ownership U- Unity L- Larger Purpose

These are the principles he used to build successful teams. Although the backdrop he uses to deliver the message is a fictional football team- the theme and principles can be applied to any setting where teamwork is necessary.

You don’t have to like football to understand the message or find it valuable, but if you do like football this will be a much easier read.

The book is called The Soul of a Team written by former NFL coach Tony Dungy.

This is just the first book and I hope we can build and cover at least four books each year.

1.THE PROBLEM 2. THE PLAN 3. THE PROGRESS. 4 THE PAYOFF 5. PUTTING THE PRINCIPLES INTO PRACTICE

SEPTEMBER We will meet twice in September ( 9/10 & 9/24) in the conference room from 14:30 -15:30 to discuss the book. Light refreshments will be available.

LET'S KEEP IT GOING

September 10 we will discuss parts 1-3. The next meeting we will discuss 4-5.

If all goes well we can start a new book in October and meet to discuss in November. In order to attend the book club meetings, you MUST have the book. Although it will definitely be fun, the primary purpose is for us to have constructive dialogue for the betterment of our work environment.

I will also create a GROUP ME chat so we can cover the discussion questions in the back of the book and encourage each other to live out the principles in our workplace.

This club will be for employees that have an interest in personal and professional development. People who want to learn to be better leaders, followers and team players.

If that sounds like you, get the book and let me know!

hugs + kisses I'M OUTTA HERE!

SPRD Chynika Wortham packs it up!

Here's to 25 years!

"Jeremiah, this the last thing I need you to do..... take this to my car."

Congratulations on 25 years of service! SPRD Wortham with Chief Davis at MPD's retirement ceremony.

ECB MONTHLY

Here's a treat for all of our readers. The questions were taken from previous ECB Monthly issues. Go back and catch up if you will. The first person to email the correct answers to deraneque.rogers@memphistn.gov will receive a prize and will be featured in a future issue of the magazine. Good luck!

1.Where was the first 9-1-1 call placed? a. Memphis, Tennessee b. Columbus, Ohio c. Haleyville, Alabama d. Alvin, Texas 2. What kind of vehicle was Kyle Plush driving when he made his 9-1-1 call? a. Honda Odyssey b. Chrysler Town and Country c. Toyota Corolla d. Ford Freestar 3. What did Manager Sean Lovejoy tell readers we need to " bring back" to calltaking? a. listening b. empathy c. compassion d. thoroughness

4. Which Communications supervisor subscribes to a plant-based diet? a. Jesse McCord b. Regina Webster c. Rosalyn Phillips d. Marvin Pender 5. Who won the 2020 Christmas Story Contest? a. Omari Edwards b. Mark Drifill c. David Cupples d. James Coughlin 6. Who has won the award "Dispatcher of the Year" three times? a. Charlotte Hardy b. Markisha Thomas c. Linda Hollingsworth d. Karen Ollie

7. What was the first concert Communications supervisor Marvin Pender attended? a. The Jackson Five b. The Isley Brothers c. The Backstreet Boys d. Lionel Richie 8. When PRD Shayla Holmes went through the Police Academy, which portion of the training requirements did she not pass? a. fitness b. policies and procedures c. firearms d. driving

9. Who was the Communications shuttle coordinator during the February 2021 snow storm? a. Mike Spencer b. Deranecque Rogers c. Katrina Towles d. Lorna Griggs

10. What is former police director Michael Ralling's favorite restaurant? a. Fleming's b. Capital Grille c. Bonefish Grill d. Ruth Chris

Do you have a story you would like to share?

Are you interested in becoming a writer and/or contributor for ECB Monthly?

If you answered yes to either of the above questions, we would love to hear from you.

We are looking for an editor and new writers with fresh ideas and input.

Join the ECB Monthly team.

You will be glad you did!

MEMPHIS AWARD WINNERS: Ashley Reeves and Cyia Hill Memphis and were recognized at the conference. They were selected as recipients of NENA's Gold Line Scholarship. The Gold Line Scholarship award comes with free conference registration and travel reimbursement. Ask them about the process if you are interested in the future.

PRD JAZMIN ELEY-MOORE There are a number of different variables that go into getting valid information. We do a job that requires communication and dedication. Last month, PRD Jazmine Eley-Moore delivered and gave us a great example of being AMPED UP! Jazmine was working the Service desk on Bravo shift when there was an issue for a GIB Sergeant obtaining a condition for a juvenile at LeBonheur. He was told a dispatcher needed to call. He called the 2700 and Jazmine answered the call. She dialed LeBonheur from the pre-programmed number in Vesta. Her call was answered by a nurse who was not so cheerful stated that she could not give the condition because PRD Eley-Moore did not call from the "red phone". "I recalled that our ring down lines on the desk phones sometimes have different numbers programmed." Because this situation was was taking more time for something that shouldn't and because officers really needed this update, a Supervisor was notified. While additional phone calls were made, PRD Eley-Moore made a decision and performed a test of her own. She went over to a radio position, called LeBonheur via the ring down, and Voila! Condition received. By this time a Lieutenant had made the scene at the hospital in an effort to get things resolved. Well, Jazmine wasn't done just yet. She went understood the priority of obtaining those conditions and made the decision to notify the CAD team. She informed CAD tech James Coughlin, who programmed the correct number on the service desk ring down "so that my coworkers would not have to go through so many steps to get information if they ever need to in the future". Background: Once upon a time and another place (201 Poplar), we utilized a "red-line" to get condition updates. This was a quick dial feature that allowed easy verification for dispatchers. Those calls from 201 Poplar would connect directly to the nurse's station at each of the city's hospitals and a few other local entities.

Thanks to PRD Jazmine Eley-Moore being AMPED UP, the challenge of getting an updated condition for LeBonheur patients is no longer an issue.

Here are some simple ideas for adding movement to your workday: Park a few blocks from your office so that you get a short walk in before and after work.

Stand up and pace while talking on the phone.

Sit on a stability ball rather than an office chair. This will keep your core engaged and improve your posture.

Work at a standing desk. Simply standing rather than sitting may lower your risk of weight gain and other inactivity-related conditions.

Be mindful of your posture, whether sitting or standing.

Finally, once every hour or so, stand up and move or stretch for a few minutes.

Consider the exercises listed below.

Article by By Cedric X. Bryant, PhD, FACSM | July 12, 2021, at 7:00 a.m.

Tips for Being Active During Work | U.S. News (usnews.com)

In addition to your physical health, mental health is also important. Try to incorporate mental dexterity exercises into your day as well. Challenge your brain by learning new skills and engaging in new activities. Be sure to sleep well. Take time to meditate.

Practice deep breathing exercises. Do a few brain teaser puzzles or word finds. Go for a nature walk.

Seek the advice of a medical professional for all healthcare needs.

Did you receive your wellness exam?

Friendly staff members from Lifesigns Healthy Here were mobile and happy to assist.

All Health Matters

PRDT Brianna Thomas was our Fourth of July MVP. She took 175 9-1-1 calls on Charlie shift.

Look at who came to work on the Fourth of July!

ECB Administrator, Mike Spencer, on board taking calls on Charlie Shift after being notified that we were short-staffed.

Not because it was mandatory, but because a great leader creates an environment based on integrity, trust, and respect. They encourage feedback, innovation, and creativity. Great bosses, such as yourself, take it further by demonstrating their passion for their work. Their professions are not just a job to them, it's a passion. You deserve an extra note of thanks for all of your ongoing leadership and support.- Linda Hollingsworth

Of the Memphis ECB employees, PRD Ashley Reeves and Supervisor Jesse McCord finished first. They actually ran the race. Everybody else--walked.

SOMETHING TO THINK ABOUT

by Michael Spencer, ENP

LOCATION, LOCATION, LOCATION ?

DEPENDS ON THE SOURCE

Industry leaders are starting to question how important it is to continue to ask callers to provide their location.

That has always been the most important piece of information we obtain from the caller. We have stressed to new hires for decades that no matter what information the caller is providing, stay on location until you get it. We know that if we have a location, we can start first responders. We know that seconds count and the sooner we get officers to the scene, the sooner they can prevent further harm. The sooner we get fire equipment on the scene, the more lives and property can be saved. The sooner an ambulance makes the scene, chances of survival go up. None of these are guarantees but we can all agree, field responders on scene faster leads to better outcomes.

I attended the NENA Conference last Month in Columbus, Ohio. I am on the RapidSOS User Committee, Hexagon Customer Advisory Committee, a couple of Motorola Customer working group committees and I attended the *CMCP Alumni 8 hours seminar. I noticed an interesting trend after listening to the vendors and accrediting authorities. All of them are starting to question how important it is to continue to ask the caller to provide their location. Asking the caller for cross streets and landmarks takes time. We know we have shifted to a mobile society and 90% of all 9-1-1 calls received are from cellphones. How challenging is it to coach a tourist through finding a street sign or determining where they were coming from or heading to? We have good Phase II data and most of the time we have RapidSOS data that is providing LAT/LONG directly from the mobile phones’ location services. Although I was initially apprehensive at this concept, it began to make more sense. Anytime someone asks us why we do something the way we do, the answer shouldn’t only be, “because we have always done it like that”. Times change and technology changes daily.

We aren’t making any changes yet, but I found this topic interesting. We will continue to work with our vendors to make sure location data is quick and accurate. Ask yourself, when you are in an unfamiliar place how do you do to find your way. You pull out your cellphone and use Google or Apple maps to see where you are and help you get to your destination. We are at a point in time where that exact information is being delivered on the majority of 9-1-1 calls. I hope you find this information as interesting as I do and wanted each of you to begin thinking about the impact consumer technology plays on how we provide public safety services. *Center Manager Certification Program

Mike may or may not have side swiped a pedestrian......

Everyone returned safely.

GETTING AROUND DOWNTOWN COLUMBUS

Attending the NENA conference was an experience I will never forget! This was my first 911 conference and I learned a lot from the classes that I took and also being able to network with other agencies across the nation. I was shocked speaking with other supervisors/directors and learning the operations of their PSAP and all I can say is that they deal with A LOT compared to what we do [for one person]. If I had the opportunity to do it again, I would with no hesitation.

- Ashley Reeves

GETTING AROUND DOWNTOWN COLUMBUS

TUNED IN: Ashley and Jesse pay close attention during a break out session.

CONFERENCE REFLECTIONS

by Marlo Edwards & Tiffany Whitaker Memphis Fire Department

It was such a privilege to be asked to attend the NENA conference. I initially accepted the offer to get out of the alarm office and have a short vacation from work. The conference turned out to be so much more with all of the knowledge and technology provided. All of the keynote speakers were phenomenal. We started Day 1 with Ben Nemtin asking “What do you want to do before you die? That set the tone for the entire week.

Day 2 was “Behind the Scenes of ABCs Emergency Call , I enjoyed meeting the cast and hearing how they started on the show. It’s nice to know it’s a real show that depicts the real lives of 911 emergency operators.

Lastly, Day 3 was Duncan Wardle, he reminded us that it is ok to "Think Different" and not just be programmed to do what is expected or the normal. He also encouraged us to be positive to other people if they ask for advice or just want to share their ideas. All of the speakers gave me tools I need to be a better employee.

The Breakout Session that resonated the most for me was 'Answer the Call & Be Your Best Self Every Day'. I was already familiar with the story about Kyle Plush, but after meeting his parents and listening to them tell the story about their son’s calls to 911, I completely changed my outlook and approach on how I would answer every call and strive to be my best self. Several things went wrong with his calls to 911, instead of pointing the finger his parents turned their tragic experience into a journey of educating all 911 professionals to go that extra mile.

- Marlo, Operator III

I would first like to say that I am grateful and appreciative for the opportunity to attend the NENA conference. Each day offered a new and refreshing experience. From the first night when representatives from Tennessee gathered for the Tri-star picture to the closing night celebration, I enjoyed everyday.

Each keynote speaker offered different approaches and encouraging ways to work together to achieve the common goal, saving lives. The breakout sessions that I attended were all very informative and interesting. Whether is was a course in technology, leadership, growth, or wellness they all provided something valuable.

I was especially pleased to attend and be a part of the Stepping into Leadership, WIN (Women in 9-11) session and social. It was very inspiring to see one of our own partners in emergency communications, Deranecque Rogers, as a guest speaker. Overall I had a positive and productive experience and hope to be a part of more conferences in the future.

-Tiffany, Operator III

CONFERENCE REFLECTIONS

by Jesse McCord

SUPERVISOR TRAINING The NENA Center Supervisor Program, preconference course, was a valuable resource in not only learning so much about the job, but also hearing from my classmates how they interpreted the information to better understand it. My class was made up of frontline supervisors, administrative supervisors, managers, and Police Captains over their centers wanting to learn alongside their subordinates. These people came from centers as large as 180 employees to 4 employees. I would suggest this course for any future supervisors looking to expand their knowledge.

EXPO HALL The exhibit hall was a great resource in seeing how many different facets there are in our industry. Everything from full CAD systems to furniture companies, massage device sales to multinational telecommunications companies like Motorola. There are so many different sides to our industry and the floor was filled with them all, ready to show off their products. The conference also went to great lengths to make the Expo Hall interactive and fun. There were many demonstrations and shows, food, giveaways, games, and so many friendly people showcasing their products.

BREAKOUT SESSIONS

NETWORKING

While the well of knowledge is deep for all the classes offered at this conference, I have two favorites. First, Dr. Joe Serio’s “Making a Real Connection: Critical Elements in Training” class was fantastic. This Instructor was able to really talk to his class attendees and drive home the importance of making connections with our trainees. His primary focus was making sure that trainers know not only the importance of training, but also the overall purpose of the trainer in the program. That is to acclimate the trainee to the job and make them feel comfortable in it.

I was able to meet so many people from around the country to discuss our similarities, differences, problems, and successes. I made connections with so many people ranging from frontline dispatchers to Agency Administrators who I know I will see again in the future as friends. These connections are the most important, I believe. Breaking bread with these professionals was not only a great time, but also a deep look into our industry. Many of these people became friends that I know I could call on in the future. Cards, phone numbers, social media exchanges are all valuable resources.

Second, Executive Director Tyrell Morris of Orleans Parish Communications District’s “#SHOWUP” class. It is a great way to discuss the service expectations of staff members in the bureau in all capacities. It also talked about how to recover, or Show Up, after “Showing Out”. Very informative, fun, and taught by a rising “star” in our industry.

I grew as a supervisor and a person during this amazing conference. I already knew how big our industry was, but to see it physically represented really drove the idea home. I have a renewed appreciation for how massive and important our jobs are. I also feel comforted to know that our problems are not just our own.

Everyone in the industry struggles with their own problems. We will all make it through. Not only because we must, but because we can with our strong employees able to brave anything and truly Show Up when they hear the call to action and when lives are on the line.

DERANECQUE SPEAKS! Manager Rogers participated in a panel discussion of Women In 9-1-1 encouraging those who are "Stepping into Leadership"

"Find that person who motivates you.

Someone who will give you the hard feedback and critique."

Smiling.

Networking.

Eating.

Photo courtesy of NENA

Gwen & Rhonda of Shelby County Fire smile pretty for the camera Carmen & Rebecca from SC911 District serves conference cuteness MFD Watch Commander Gordon smiles for her win

MFD Operators sitting pretty during a break between sessions

Memphis Fire came Ready!

Check out their customized t-shirts.

Erikka, Tiffany, Treneka, Stacey, Watch Commander Gordon, & Marlo

WHAT ARE THEY TALKING ABOUT?

EDITOR'S NOTE: Director Raymond Chiozza is such a blessing to all the PSAPS in Shelby County and to the ECB Monthly. His photos are commonly used for our stories. We appreciate his support for this publication.

Visit his Facebook page for more conference photos.

6 TIPS FOR MAKING THE MOST OF A 9-1-1 CONFERENCE

By Deranecque Rogers I've been fortunate to attend several 9-1-1 conferences during my career. I attended this year’s NENA Conference with excitement and expectation. I was excited to be amongst colleagues. I was expecting to learn, network, and enjoy the atmosphere. Well, I received so much more! I was asked to speak as a panelist for the Women In 9-1-1 (WIN). I was not expecting it at all. It was a last-minute ask.

Honestly, I didn’t and still don’t think I did as well as I could have. If you know me, you know I have a lot to say. After the panel, I asked myself the questions and found that I had loads of answers. Anyway, that experience is in the books for me. I am happy that I was able to attend the conference. I am excited that I was able to do something new and outside of my comfort zone. I left the conference energized and with a new sense of purpose.

BE PREPARED TO SPEAK When you attend a breakout session/class, you may be asked to introduce yourself and share something unique about you. This is your icebreaker. Network – Talk to others. Ask questions. Listen to their responses. Give and accept feedback. You never know how the perspectives of others will trigger and change your thoughts and actions.

EXPECT TO LEARN Listening to others share their experiences, expertise, and ideas are primary components of a conference. There is always something new to learn. Explore classes and topics that are not familiar to you. Stretch yourself.

WEAR COMFORTABLE SHOES Be ready to walk. Depending on the location of your hotel in conjunction with the location of the conference, you will be walking. You will walk from session to session. You will walk the Exhibit hall and collect numerous things. You might even walk during the evening for entertainment and dining.

PACK SMART Don’t overpack your luggage.

Depending on how much ‘conference loot’ you collect or prizes you win, you will need the extra space in your suitcase. Or, if there is a nice shopping mall or outlet, you might over do it there as well. Sidenote: you can ship your things back home via UPS or FedEx.

HAVE FUN Enjoy the atmosphere – take it all in.

Don’t overthink the conference. You are among peers and colleagues.

Use this time to learn and develop yourself professionally, but also use it to unwind. You will be renewed and inspired when you return to work.

SHARE WHAT YOU'VE LEARNED Bring something back to your center. Share the knowledge.

Implement something new that you learned. Encourage others to get involved and be a part of the solution.

CONFERENCE REFLECTIONS My favorite part of the NENA conference was the supervisor's class. I am so thankful the administration and Shelby County 911 sent me and my newly promoted colleagues to the class so we can learn skills as we grow into our new roles. There were thirty people in the class from all over the United States. One thing that was made clear is that several 911 centers are having issues with staffing. It's not just us. I believe we will weather this storm and come out on the other side stronger.

We did a lot of walking, eating, and laughing. I attended some interesting classes and met some cool people. I encourage everyone that wants to learn more about the 911 industry to experience a conference. It's invigorating. 911 is so much bigger than our center.

It's not just enough to want to attend a conference either. Do the work. See what's available on the organization's website. Express your interest to management.

Don't stop with attendance.

Training and development is an investment in you and in our workplace. When you get back to work, practice what you learned.

Make sure the return on investment is good and can be seen. - Erica May

TECHNOLOGY: SOFTWARE REFERENCED IN MIKE'S MESSAGE

To learn more about the new CAD system, watch this video on YOUTUBE. https://www.youtube.com/watch?v=pBTlvL1rzA4

To learn more about the new time management software visit https://www.kronos.com/products/workforce-telestaff-public-safety

WHEN YOU ARE PROUD OF WHERE YOU WORK, you bring your family PRD Francisco Lozada gives his family a tour of Communications on his day off.

ISSUE THIRTEEN | AUGUST 2021 WHAT TO DO IF YOU HATE YOUR JOB

by Ken Coleman (ramsey.com)

1. CHANGE YOUR FOCUS 2. GET YOUR FINANCES IN ORDER 3. BRAINSTORM YOUR DREAM JOB 4. START MAKING CONNECTIONS

Ken Coleman is America's Career Coach, the nationally syndicated radio host of The Ken Coleman Show and #1 national bestselling author. He has been featured in Forbes and appeared on Fox News, Fox Business Network, and the Rachael Ray Show. Since 2014, he has served at Ramsey Solutions, where he offers expert advice every day to help thousands of people discover what they were meant to do and how to land their dream job.

I can’t tell you how many times I’ve spoken with a caller on my show who uttered the words, “I hate my job.”

It doesn’t matter how many people I hear that from—it’s heartbreaking every single time.

The unfortunate reality is that 70% of Americans aren’t satisfied with their current work situation. It’s no wonder people are desperately searching for answers.

The good news is: There is a way out.

You don’t have to stay where you are forever. You don’t have to spend the rest of your life feeling miserable at work, because there is a path to work that matters—to work that is fulfilling and created just for you.

You were created for more than just a mediocre career. So, if this is you today—if you hate your job—I want to walk you through the right way to find a new career that you actually love.

1. CHANGE YOUR FOCUS Before anything else, you have to change your mindset. If you want more for your life and career, you first have to believe that more is out there for you.

Did you know that your brain will actually search for images that support the things you focus on? In his book Getting Things Done, David Allen writes about the power of focus and the science behind it.

In the book, David introduces us to the reticular activating system in our brain. He writes, “[The reticular activating system] seems to be programmed by what we focus on and, more primarily, what we identify with . . . We notice only what matches our internal belief systems and identified contexts.”

More simply put, this part of your brain determines what you notice and what you ignore. So, if you’re constantly focusing on the negative aspects of your current job, your brain is going to continually show you images that support those negative beliefs.

On the flip side, if you start to focus on the positive aspects of your job, you’ll notice more of the good in your workplace. When we change what we focus on, we change how we act and feel. It’s not the other way around.

So, if the truth is that what you focus on intensifies, what good can you start focusing on in the job you hate? Start with these three areas: EXPERIENCE, STABILITY & YOUR FUTURE

FOCUS ON THE EXPERIENCE If you have the mindset of a lifelong learner, then you’ll look for ways to learn and grow everywhere you go.

That means, no matter how related or unrelated your current job is to your dream job, you’ll find something in your current job to take with you to the next one.

You may hate your job today, but let me ask you: What are you learning there? What experience are you gaining that you can add to your resume? What connections and friendships are you making that can lead to an open door somewhere else?

At the end of the day, no matter where you’re working, you only get out what you put in.

2. GET YOUR FINANCES IN ORDER Remember, your current job is providing stability and funding your future. Use that financial security to stack up some savings. Having this safety net in place will help you make career decisions that are based on what you truly want, not what you need financially.

I recommend having three to six months of living expenses in the bank before you quit your job— especially if you’re quitting before you have another job lined up. But even if you do have another job lined up, it’s still a good idea to have an emergency savings in place in case things at the new job don’t turn out as expected.

FOCUS ON YOUR STABILITY 3. BRAINSTORM YOUR DREAM JOB The last thing you need when you’re trying to step into your dream job is to lie awake at night worried about how you’re going to eat or pay rent. When you’re worried about finances, you’ll settle for a mediocre job instead of taking your time to land the dream job.

That’s why I want to encourage you to focus on the stability your current job provides for you. You have a stable paycheck coming in, and that stability allows you to take your time on this search process and wait for the best opportunity.

FOCUS ON YOUR FUTURE Along with stability, your current job is funding your future. Because you have a job, you can focus on learning and practicing what you actually want to do to get the experience you need for your dream job.

Use this time to start a side hustle, take a class in the evenings, shadow someone on the weekends, or take industry connections out to coffee. Landing your dream job takes time, perseverance and patience. And when you have a job and a regular income keeping you afloat, you can allow for that.

When you change your mindset to a positive outlook, you’ll be better equipped to start building an exit plan that doesn’t burn any bridges.

While you’re stacking up those savings, start clarifying and verifying your sweet spot. Your sweet spot is what I call the place where what you do best, what you love to do most and the results that matter most to you intersect.

You can clarify and verify your sweet spot by creating a list of your: Talents: Skills and strengths that you actually enjoy doing.

Passions: Activities that make you feel alive and give you energy.

Mission: What people you most want to help and what problem you most what to solve.

For example, one of your talents might be writing or coding. But your passion might be working with children or raising awareness for nonprofit organizations.

Look over the list and see if any themes pop up. How can you combine your talents, passions and mission in a professional setting? Do some research to find potential jobs that have a healthy mix.

Take your time with this and include people you love and trust into the conversation so they can provide feedback. These people can not only help point out talents and passions that you may not even realize you have, but they can also help you brainstorm industries and jobs that fit within your sweet spot.

4. START MAKING CONNECTIONS Once you’ve clarified what industry and position you want to go after, you can start practicing the tried and true Proximity Principle. I break this principle down in my bestselling book The Proximity Principle: The Proven Strategy That Will Lead to the Career You Love.

The Proximity Principle says that in order to do what you want to do, you have to be around people who are doing it and be in the places it’s happening. Get around the right people, in the right places, and it will change your life for the better.

There are five people who will be pivotal to your success. Don’t wait for them to show up at your doorstep— seek them out! Those five people are: Professors: Teachers with the skills and experience in the field you want to work in.

Professionals: People who are excelling at the highest level in work you’d love to do.

Mentors: Those who can guide you and hold you accountable along your career journey.

Peers: Your equals (pretty close in economic status and age) who will challenge, inspire and encourage you.

Producers: Men and women building businesses, running teams, and making decisions in your industry or field.

Where will you find these five types of people? I’m so glad you asked!

On the journey to landing your dream job, you’ll encounter five places that will be overflowing with those folks.

Don’t try to take a shortcut—each place will prepare you for long-term success. Get ready to embrace each of these five places: The place where you are: You don’t need to up and move to another city to get closer to your dream job.

Everything you need to get started is right in your very own zip code. No matter where you live, turn over every rock and look for opportunities in unlikely places.

A place to learn: If you need to learn a new skill for your dream job, this is the time to make a list of places where you can learn that skill (don’t forget about online courses). Choose the option you can afford and that fits within your desired timeline.

A place to practice: Once you’ve learned your new skill in the classroom, it’s time to start executing and getting some experience under your belt. Start volunteering, interning or offering your services as a freelancer. Keep knocking until someone says yes!

A place to perform: Once you’ve got some practice under your belt, you can start “performing” and charging for your craft. Look for entry-level positions that will give you real and relevant experience and that will put you in proximity to producers in your field.

A place to grow: When you finally make it to this stage, you’re on the hunt for jobs that will push you and challenge you. It’s the kind of place where growth is inevitable because the company has a clear path forward for hungry people like you.

Folks, I know this sounds like a lot. There’s a reason I say landing your dream job takes time, perseverance and patience. But every step of the journey is crucial—don’t try to rush the process.

Create your web of connections in every place you encounter, be intentional about actually building relationships with the people you meet along the way, and seize every opportunity to get one step closer to your dream job.

It’s time to stop wasting your time dwelling on how much you hate your job. Instead, transfer that time and energy into doing whatever it takes to move into a career you love. There is a way out for you.

Editor's Note Deranecque Rogers, Editor-In Chief

just for you Recently, I have felt compelled to ask myself ‘what more do I

I encourage you to do your best to find balance. There are a

want’. As I pondered this question, I thought even more and in

number of individual things going on with each of us personally,

depth about what it is exactly that I want. In addition to the cliché

professionally, socially, and economically. It is imperative that we

responses, I found myself thinking of others – my coworkers and

take care of ourselves first. We must do what is necessary to find

my peers.

the calm during the storm. We are in this together. It takes each

I cannot stress enough how much you are appreciated. Most of you are mandatorily working 12-hour days a minimum of 5 days per week. That takes a toll on your mind, body, and spirit. What I want for you is balance. What I want for you is relaxation. What I want for you is peace. What I pray for you is increased and improved well-being. Yes, these ideals are hard to bring to fruition given our current working environment. Yes, they may seem hard to do considering how short-staffed we are. I hear you. I see you. I

of us collectively doing our part to get to better. In doing so, consider your work environment and culture. Ask yourself these questions: 1. What is it that I can do to make things better? 2.

How can I change my work environment and make it more conducive to my health and those around me? 3. What do I bring to the table that will benefit future employees? 4. What can I do to encourage and motivate others? Now, write down your answers, keep them and refer to them from time to time.

empathize with your frustrations. Emergency Call Centers across

My hope for you in this season is that you are spiritually and

the globe are short staffed. Everyone is struggling to hire and

physically healthy. My hope is that our bureau gets better. My

retain employees. At the minimum, I can only ask that you show

want is that we become champions of ourselves. Be the change

up for work. At the most, I can ask that you be kind to yourself,

that you want to see. Be the best version of you that you can

the callers, our officers, and one another. It is important that we

possibly be!

do all that we can to cover ourselves. It is important that we are selective in our battles because our peace is more important than being angry or proving a point.

My words may not resonate with a lot of you; however, that

With Love and Respect,

~ Deranecque Rogers

doesn’t make the sentiment behind them any less true. I am appreciative of the work each of you do. I am grateful for you showing up and taking the calls. I am thankful for you because you make a difference each day you are here. You help people. You save lives. I haven’t forgotten how valuable you are, and I never will.

Consider becoming a mentor. Newer employees could benefit from your years of experience. Everyone has something to offer. Come and see me for more information.

MILESTONES: Administrator Spencer and Training Manager Sean Lovejoy visit Manager Rogers on Charlie Shift to present certificates and badges to employees who reached their one year anniversary in June.

Janee Lewis Omari Edwards Samuel Stamper