Memphis 9-1-1 Magazine July 2023

MEMPHIS9-1-1

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 Safety Answering Point (PSAP) for the City of Memphis; and the only provider of Law Enforcement dispatch services for the Memphis Police Department.

ECB Monthly Mission

This publication seeks to inspire and motivate ECB telecommunicators by highlighting employee accomplishments.

The selected stories and content are shared with the intent to disseminate useful information about the Bureau, Memphis Police Department and the 9-1-1 industry as a whole.

We consistently strive to meet the call answer time standard of answering 90 percent of 91-1 calls within 15 seconds.

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

major james kellum interim emergency communications administrator

cerelyn davis chief of police, memphis police department

RECRUIT PARKER

Antonae traded in her headset for handcuffs.

Look at her. Learning how to catch us speeding.

How's it going at the Training Academy?

The academy has been a mind blowing experience. I’m wishing after learning all the things we ’ ve covered so far in the academy I could get a do-over in dispatch. There are so many intricate, yet dangerous parts of being an officer and it has given me more understanding in all they have to deal with. I could’ve been a more proficient dispatcher. It has been rough at times, but I’m having a blast!

Gotta stay in shape. Ab exercises after a run.

MANAGER MIKE

He is still dedicated to the City of Memphis and 9-1-1---just on the fire side now. He is still on the public safety team.

MEMPHIS FIRE COMMUNICATIONS

Rosalind Phillips

A Huge Responsibility

Upon her appointment as the TAC Coordinator, Rosalind Phillips directed an overhaul and complete transformation of the agency's NCIC operations. Her leadership resulted in the agency successfully passing an audit by the Tennessee Department of Investigation (TBI). During the audit, inspectors praised her on the turnaround and with the agencies' organization, neatness, and accuracy in NCIC entries. For her efforts and excellence in outcomes, she was awarded 2022 Supervisor of the Year.

As the Terminal Agency Coordinator (TAC) Supervisor Phillips is the agency's "contact person" required by the Federal Bureau of Investigation (FBI) and TBI. She also serves as the on-the-scene policy and procedure expert, ensuring compliance with FBI, NCIC, and NLETS policies and regulations and ensuring that more than 3000 TIES users are certified with a valid expiration. She is responsible for training new query or basic certified operators and ensuring every HIT in NCIC is validated.

2022 COMMUNICATIONS SUPERVISOR OF THE YEAR ROSALIND PHILLIPS Chief Davis, Major Kellum, and Mgr. Lovejoy

STEPS TO SUCCESS

My first step was organizing this office. My second task was identifying where we were out of compliance and fixing those problems, which was hard work and long hours. But during our 2022 TBI Audit, I received several compliments regarding my organizational skills and our NCIC entries ---for correctness and accuracy. So even though I worked hard, I also have a TAC team and Station B members that work hard too. So, let's give them a shout-out!

Station B is the information hub for this department; the operators in Station B are inputting data into the NCIC files. There are three (3) purposes of NCIC: to Protect the Public; to Protect Law Enforcement; and to Provide information for apprehending fugitives, locating missing people, locating and returning stolen property, and identifying terrorists, violent offenders, etc. The advice I give anyone interested in Station B: It's a lot of work. You can not have the attitude, "This entry will do" . No, that entry must be accurate and correct. I need detail-oriented people who understand they are governed by compliance, so dotting their I's and crossing their T's is a MUST.

Rosalind is a Godsend. She helps our division on a daily basis with the Sex Offender Registry. TBI requires us to perform third party checks on all interactions with people on the SOR. Rosalind and Katie perform the third-party checks. I feel bad because we take up so much of their time. I wish we had our own dispatcher in Sex Crimes because we have so much NCIC work Rosalind is "hands on" and a great teacher. She makes sure you know what you are doing. She is always available to answer our questions. She doesn't jump on us when we make mistakes. She just helps us fix it.

-Lt. Milton Bonds, Sex Crimes

with Roz

What advice would you give someone interested in being the TAC coordinator in the future?

First, be ready to work hard. (Laughing) It is tedious and very time-consuming, you must be very detailed. You must be principled with a good work ethic and be willing to follow procedures and policies.

What is your leadership style?

I believe I have the democratic or coaching style. I work hard at being Proactive – last year, I saw a need for our agency to upgrade to e-Agent 2.0. When the staffing level improves, I aim to have several NCIC operators, allowing them to input data simultaneously. I work hard at motivating and developing others, I love what I do, but I also know I don't have 10 or 15 more years left in Communications, so I am trying to inspire others that will be just as passionate as I am.

Two words that come to mind when I think about Supervisor Phillips are available and efficient. Sometimes we have questions and we don't have to ask her because she has already sent out a training refresher via email. Still, she is always available and willing to help us be effective in Station B. - PRD Shamanda Davis, Station B Operator

What are you looking forward to in the future?

Although I don't know when I will throw in my hat and say, "Goodbye to Communications," as long as I am happy and healthy, I ask God to guide me in his footsteps. Therefore, my goal is to continue to have successful audits and ensure that this department complies with the regulations we are governed by. In addition, I hope our Bureau (and the Department) staffing levels will grow, and we get more people passionate about helping others.

PSAP PSAP PSAP PICS PICS PICS

ECB In the Community

April 2023, The Alpha Shift donated to tornado victims in Wynne and Little Rock, Arkansas. Donations included water, hygiene products and cash.

Dispatcher Treccia Burton delivered the items and the recipients were very grateful.

Her smile makes you smile!

IFYOUKNOW,YOUKNOW

DURINGNATIONALWOMEN'S HISTORYMONTH, CHIEFDAVIS HOSTEDAWELLNESSRETREATIN MARCHFORALLWOMENOFMPD.

ITWASAGREATEVENT.

Knee up, toe down, and smile!

SEXCRIMES

LieutenantMiltonBondshasbeenwiththe MemphisPoliceDepartmentfor26years. Heisa supervisorintheICACunit. (InternetCrimes AgainstChildren).Heisacertifieddigitalforensic examinerandacertifiedmobiledevice examiner.Lt.Bondsismarriedtohishighschool sweetheart,andtheyhavetwoadultdaughtersandonegranddaughter.

Sex Crimes is responsible for handling investigations involving any sexual or physically abusive crime. It is broken down into five units.

Adult Sex Crimes- investigates cases with victims ages 13 and above

Juvenile Abuse- investigates cases with victims ages 12 and under and crimes committed by authority figures

Sex Offender Registry- monitors persons convicted of a crime sexual in nature that have been ordered to register on the sex offender list There are approximately 1900 in the City of Memphis, 2300 in all of Shelby County

DNA (Cold Case Unit) - investigators handle the back log of rape kits that have not been tested, and investigate cases related to those kits

ICAC - Internet Crimes Against Children/Human Trafficking - investigates all adult and juvenile sex trafficking cases and cases involving adults solicting minors online

LT. MILTON BONDS JR.

What does a typical work day look like for you?

I work in ICAC (Internet Crimes against Children). The National Center for Missing and Exploited Children (NCMEC) receives complaints from social media companies about adults soliciting or having inappropriate conversations with minors online. NCMEC researches the IP address from the complaint and then assigns jurisdiction. We receive about 5 to 10 complaints from them per day. We investigate the complaints and, if founded, bring charges.

I talk to Rosalind (Phillips) and Katie ( Lipsey) a lot. They help us with Sex Offender Registry.

What should dispatchers do when we receive calls from people who say they have seen a child being abused online?

Dispatchers should direct the caller to contact NCMEC. They have an 800 number as well as a form on their website to receive tips. They investigate the video and are able to see which jurisdiction the video originated in. Then they assign it to that law enforcement agency. What currently happens is people call 9-1-1 about those viral videos----dispatchers refer callers to us and we refer them to the website.

There are approximately 2300 registered sex offenders in Shelby County and about 1900 in the city of Memphis. Registered sex offenders have to check in with the Sex Crimes unit at certain intervals to remain in compliance. There are three categories of reporting:

Homeless: persons who do not have an address are required to check in with our office monthly.

Violent : persons convicted of a violent sexual offense are required to report in quarterly.

Sexual: persons convicted of non-violent sexual offenses are required to check in annually.

Kids, Cell Phones & Social Media

We get called out to the schools a lot over kids "exposing" each other. Uniform patrol receives the call, detains all the students involved. They call us out and we confiscate all the cell phones. We investigate to determine where the photo/video originated from. It is illegal to send and receive child pornography, even when all involved parties are minors. They can and are sometimes charged with sexual exploitation of a minor and/or illegal use of a telecommunication device. Law requires us to confiscate, and we do not have to return any device that is found to have child pornography on it.

Our investigators often speak to schools, churches and community groups about monitoring kids activities on social media. We encourage parents to stay engaged with their children. Monitor their cell phones and social media. Be nosy.

Therearealotofadults ontheinternet solicitingchildrenfor relations.

-Lt.Bonds

Tell us about an interesting case you've investigated.

Sextortion is a form of child sexual exploitation where children are threatened or blackmailed, most often with the possibility of sharing with the public a nude or sexual images of them, by a person who demands additional sexual content, sexual activity or money from the child.

-National Center for Missing and Exploited Children

There was a male teacher at an elementary school that was arrested for sexual exploitation of a minor. He pretended to be a student on the school's virtual platform and was able to get students to send him explicit photos, which he would threaten to share with other students. He also set up a camera and would record the students getting undressed.

What do you like most about working for MPD?

There is something new every day. No day is the same. I have been with MPD since I graduated high school. I started working at the City Lot, then I became a PST and finally an officer. I was one of the first officers assigned to the original COPS Unit.

What are you most proud of in your career?

I have NEVER been charged.

In your opinion, what is the biggest challenge facing police officers today?

We talk about this ALL the time in the office. The officers today are dealing with crime that is much worse than when I was on the streets. They are not being forced to learn their jobs. Sometimes it seems like anyone can "be the police". But it takes much more to be effective. I know we need officers, but even more we need people that want to learn the job. We need to learn policy and procedure and be knowledgeable in administration and law to be competent in this field of work.

Who has been a mentor to you at MPD?

My biggest mentor and inspiration on the department has been Major Kevin Williams. He works in Investigative Services now, but even when we were on the streets, I admired how he conducted himself, his passion for the job and how he polices. He always encouraged me to stay out of trouble.

Training Spotlight

ERCOShippissupportive,notafraidtoaskquestions, anddedicatedtotheservicesheprovidesthecitizens.

~SupervisorKirkwood-Umoh

What do you like best about working in 9-1-1?

Theabilitytoassistthecitizenswiththehelp theyarerequestinginatimelymanner.

How long have you been a trainer? Ihavebeentrainingfor2years.

What is some of the advice you give your trainees?

Stayfocused,staycalm,remainprofessional,accuracyover speed,avoidtakingthejobhome(asitmaybedifficultat times)andreceivethecallersasifitwasyouorsomeone youloveneedingthehelp.

What attributes/characteristics do you think are important for someone to be successful in this role?

Tonameafew;loyalty,goodcommunication skills/interpersonalskills,musthavepatience,pure empathy

What ideas do you have for improving the training program?

ThatallCTO'saretrainingaccordingtoP&P,notto speakillofthebureauinfrontnewhires/traineesand rememberingwealloncewasatrainee.

What are you looking forward to most in the future?

Retirement(LOL)

MPD Dispatchers “PAWS” for a Moment

Researchshowsthatlittlethingslike pettingadogcanlowerthestress hormoneCortisol. Theinteraction betweenpeopleanddogscanactually increaselevelsofthefeel-goodhormone Oxytocin.

Thishandsomecanine,“Gadget”,stopped byforhisfirstEmergency CommunicationsBureauvisit. Five minuteswithhimwastheabsolute highlightoftheevening.ThankyouK-17 (C.VanArsdale)forsharingsweetGadget withus.Thiswasamuchneededand appreciatedopportunityto“PAWSFORA MOMENT”.

Gadget'sofficialnameis"Inspector Gadget"buttosimplifyit,referringtohim asGadgetisfineperK-17.

LindaHollingsworth

Meetinggadgetwasmorethanpettherapyit wasasweethonor,itallowedmetomeethim asapuppy,workingdogintraining.Withall thetraininghehashadandwillhavehewillbe awesome,agreatadditiontoourAgency.In thefuturewhenheisoutandaboutserving thecitizensofMemphisinsomeoftheir scariestandmostvulnerabletimes,IcansayI petahero.Heloveswaterbottles,hiscoatis soft,heissmartandkind! Go,GoGadget!

Letmegetalil'sip!?!??

Supervisor Charlotte Hardy

LETMEGETTHE5 PIECEHOT

IDON'TSEEWHAT YOUARE SAYIN'!

Rosalind Phillips

Conference Reflections

Grapevine, Texas

y first time attending, and it was experience. The event was well nd volunteers were professional t that a lot of hard work and to make it a success.

d I took advantage of attending learning information; I had the minded people and engage with ompassion for public safety and problems our agency is tackling anager, McCord, and Supervisor, his year's conference and did an and knowledge. I was happy to om Memphis

ItrulyenjoyedseeingmyCPEclassmates Wemet forlunchtoenjoyeachotherandalsodiscussa majorissueatouragencies(STAFFING) Imet severalpeoplewhowereveryniceandhadgreat ideasthatIplanonsharingwithourbureau I attendedasessiononWellnessthatmademe thinkmoreaboutmestayinghealthyandtaking careofmyself.ThisjobwillbehereevenwhenI’m not.Thiswellnessclassalsostatedthatourvital functionsareinterconnected.Whenourbodyis workingoptimallythesefunctionsalsolivein harmony:

H-Hormones

I-ImmuneSystem

D-Digestion

D-DetoxPathways

E-EnergyProduction

N-NeurologicalandBrainFunction

IalsoattendedManagerMcCord'sandSUPVErica May’spresentationsthatwereveryinformative Bothpresentershadtheiraudienceengagedand excitedontheirtopics GREATJOBECBSTAFF!!!

Finally,Ienjoyedwakingupat05:30every morningtoworkoutwithDewanda,PatandJulia.

~Margaret

CHICKEN OR STEAK?

Who's that?

I totally enjoyed the NENA conference. It was very interesting and informative to hear from others in the industry. I visited numerous classes and, of course, the expo center. I was able to see firsthand our new CAD system that's coming in the near future. My takeaways were basically that there's a nationwide shortage in the industry. I went on a tour of one of the PSAP and there was a board that showed how much overtime each dispatcher worked during the pay period. One lady had over 100 hours of overtime. WOW!!.. I also visited one session in which the instructor advised that, although their dispatchers make over $90,000, they still have to live in government subsidized housing. I also learned that some com centers allow their dispatchers to work from home. One of the speakers left a phrase with us saying be better and not bitter. Yes, we have some issues at our center, but I heard stories from other dispatchers that made us look like the top echelon in the business. Although we were there to learn, we also had fun. I had a chance to hang out with my manager Stiger, supervisor Garrett, and Dewanda who took me to a nice steak restaurant for my birthday. During the expo visits, each visitor was given scratch off tickets that allowed you to win a prize. Margaret and I won!! The prize included a NENA bag filled with a several items such as pins, mugs, books, license plate covers...etc. Overall, the conference was interesting, informative and inspiring.

-Pat Wright

Theoverallorganizationoftheconferencewasoutstanding.

Theconferenceorganizer,NENA,hadanappwitheventsandsessions,allowingyou tomakethemostoftheconference.

Thehotelwestayedat,GaylordTexan,wasbeautiful.

ItrulyenjoyedtheNENAawardrecipientscelebration,alongwiththespeakerwho oozedthe"CHANGEENTHUSIAM"thatshespokeabout.Theentireconferencewas aboutthechangesthataregoingonnowandsomethataresoontohitourPSAP.

WehadanimpressivetimewithNGA(NextGenerationAdvance).Welistenedtothe speakerthroughasmallspeakerwithheadsetsthatdrownedoutthebackgroundnoise. WewereabletoheareverythingthatwassaidaboutAIsoonmovingintothePSAPS countrywideifthey'rereadyforthesetupanditiscompatibletooursystemthatis alreadyinplace.Thisisincludingadvancedtranscriptionthatwealreadyhaveinplace!!!

IevenvisitedavendorcalledROADSIDESOSWRECKERSthatintroducedustoasystem wherethewholewreckersystemthatweusewouldberemodeledbyautomaticcalling ofwreckersfromourrotationlist,directlydealingwiththewreckercompaniesweuse. Whenwreckersaredisregarded,they'llhavetocheckinw/thesystem,bypassingus havingtodotediousjobofcalling,disregardingandstartingover........Nowthatexcites meandIknowitwouldbewelcomeforECB!!!HINT/HINT

ThehighlightofourtriptoNENAformewaswitnessingourhometownofMemphisbe representedwell.OurCharlieshiftECBManagerJesseMcCordandourCharlieShift SupervisorEricaMaytaughtsegmentsintheconference.McCordspokeonDiversityin theWorkplaceandMaytookour3P:Present,ProfessionalandProductiveallthewayto theGrapevine.#PROUDMEMPHIAN

JuliaRobinson,CTS

"McCordspokeonDiversityintheWorkplaceandMaytookour3P: Present,ProfessionalandProductiveallthewaytotheGrapevine."

#PROUDMEMPHIAN

Have you met Zach?

Zachary Davis aka "Zach" is our Resident Systems Administrator from Hexagon. He is here to work with Manager Dewanda Montague with the pending Hexagon OnCall CAD upgrade.

When you see Zach, say "hello" and introduce yourself. He's a really nice guy.

Radiological Security Awareness and Response Training

The training was Radiological Security Awareness and Response. Over the course of a three-day period, we discussed the proper protocol and policies related to RSAR. The training was very interesting and informative; as a team, we shared many thought-provoking conversations. ~ ECS J. Young

“IattendedtheSpecialOps/RSAR Training,whichfocusedmainlyon properimplementationofpoliciesand notificationofproperagenciesshould aWeaponofMassDestructionbe stolenfromamedicalorresearch facility.Moreimportantly,welearned howtohandlethissituationshouldwe asdispatcherscomeacrossthis scenario.

Thefirstpieceofequipmentisthe BloodIrradiator;thesecondisa ResearchIrradiator;thenextaPRD whichstandsforPersonalRadiography Detector;andthelastbeingaGammaraysourceprojectororRadiography Camera.Allthesepiecesofequipment containhighlyradioactivesubstances andcanbefoundinmanyareas throughoutthecity. Thiswasanawesomeandinformative trainingtoparticipatein.Thisisoneof thosepiecesoftrainingthatforcesthe individualtogobeyondanddeeperin theirtrainingandunderstandingof theirjob.Itreaffirmsjusthow importantitisthatweasdispatchers takeourjobsseriously.Iamsograteful tohaveattendedandamlooking forwardtomoretrainingthatallows metodivedeeperanduseproblemsolvingskillstomakeourcityabetter place.”

-PRDTeddrickBoyd

IthoroughlyenjoyedtheSpecialOPS/RSAR(RadiologicalSecurityAwarenessandResponse Communications)training.Ialwaysenjoylearningnewthings,particularlythingsthatareof awareness.Welearnedaboutallthedifferenttypesofradioactivesourceshereinourcity.Ihadno ideathatwe,thecityofMemphis,hadsomuchradiologicalequipmentthatrequires24-hoursecurity. AndtoknowthatMPDhastheTACTUnitavailabletorespondtothistypeofthreatoralarmis reassuringtosaytheleast.IwouldlovetolearnmoreabouthowweasPoliceDispatcherscanensure thesafetyofallourcitizens,commissionedandnonecommissioned.

TheRSARteamwasamazing.Theyhadsomuchinformationaboutwhatexactlyispossiblewiththe alarmsystemthatissetupateachsiteforequipmentsuchasbloodirradiators.MFDisalsotrainedto assistwithanycontaminationorexposureincidentsthatmaypossiblyoccur.Toknowthatonlyavery smallamountofradioactivematerial,Cesium137,orCobalt,cancausesomuchdamageisvery alarming.

Fortrainingpurposes,weparticipatedintwodifferentscenarios.Iftherewasonlyanintrusionalarm, wewoulddispatchuniformpatrolonly.Iftherewasatamperalarm,(someoneisattemptingtogain entrytoabloodirradiatormachine),wewoulddispatchoutforSWAT.Therewereevenscenariosthat depictedahostage,possiblyastaffmemberwhohasaccesstothebloodirradiatorroom.Inthat scenario,welearnedthattherearethreepointsofverificationtoenteralocation.Ifthereisany discrepancyofverification,analarmissenttonotifythe"dispatcher"thatismonitoringtheroom.

Overall,Ilearnedalotandamveryintriguedbythesystemusedtomonitorsites.Iamverypleasedto havebeenselectedbymymanagementteamtoreceivethistrainingandcertification.”

-PRDShamandaDavis

l-r: PRD Teddrick Boyd, Manager Deranecque Sims, ECS Jameta Young, ECS Karonda Umoh, PRD Shamanda Davis, Program Mgr. Ron Crane, Manager Margaret Stiger, US Army SSGT Dobbins, MPD Colonel Keith Watson

OnbehalfoftheparticipantsfromtheEmergencyCommunicationsBureau,wewouldliketothankColonelKeithWatsonand histeamfortheopportunitytoshareinsuchaninterestingtrainingexperience.

JametaL.Young

OFFICER JUDD

Memphis 9-1-1 Magazine congratulates and celebrates with former dispatcher Tracey Judd. Tracey was among 26 new recruits to graduate from MPD's 139 Basic Recruit class. A standout during her brief stint in dispatch, it came as no surprise that she took home a leadership award during the graduation ceremony.

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