ECB Monthly : September 2020

SEPTEMBER Â 2020

ISSUE TWO

ECB MONTHLY

Official publication of the MPD Emergency Communications Bureau

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

The selected stories and content are shared with the intent to disseminate

Cover Story

in pursuit of a useful information about the Bureau, FIRST CLASS TRAINING PROGRAM Memphis Police Department and the 9-1-1 featuring Margaret Stiger industry as a whole.

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

ECB MONTHLY SEPTEMBER 2020

EMPLOYEE OF THE MONTH Alpha Shifter Tiffany

TABLE OF CONTENTS 3

MIKE'S MINUTE

6

ECB HISTORY MOMENT

7

LEADERSHIP TIDBITS

8

PROFESSIONAL DEVELOPMENT

14

TRAINING PROGRAM PICTURES

15

TRAINEE TIPS

19

QUESTIONS FROM THE FLOOR

20

CAD CONNECTIONS

22

LIFE AFTER 9-1-1

28

UNION UPDATES

29

EDITOR'S NOTES

Grandberry takes home the

4

honor for June.

COVER STORY Supervisor Margaret Stiger shares her successes,

10

challenges and vision for the training program.

16

9-1-1 IN THE NEWS Memphis Communications Employees weigh in on the Kyle Plush tragedy.

26 ECB MONTHLY TEAM PRD ERICA MAY, EDITOR MGR DERANECQUE ROGERS, EDITOR-IN-CHIEF ECA MIKE SPENCER , CHIEF ADMINISTRATOR

BEYOND THE BUREAU Sergeant Hal Morris of the Economic Crimes Bureau gives us insight on the cases they cover.

MIKE'S MINUTE

by Michael Spencer , ECB Administrator

Is it a Backup PSAP? No. It is a full functioning alternate live PSAP. For the first time ever, the Memphis Police Department Emergency Communications Bureau has two fully functioning Dispatch/9-1-1 Centers. Renovations at 201 Poplar were completed in May. We had several walls removed to open the space and give us the greatest number of consoles. New paint, new carpet, new network connections, new UPS power to every position, new furniture, new chairs, new monitors. We went with the same furniture, chairs, carpet and monitors so that everything is familiar when you walk in. If we had to evacuate 79 Flicker St, it is important for the alternate site to feel and function the same. Your cards used to get into Flicker will work on the doors at 201 Poplar. You will walk in and use your same cad and vesta credentials to log in. The phones numbers to the radio positions are the same.

This project really started 15 years ago when I was a Dispatcher trying to figure out how to have more people at work at one time. We will continue hiring and working to staff both centers simultaneously. I think it would be beneficial to have a District 1 and District 2 Emergency Communications Operation. It will still take more staff and planning but it is a long-term goal.

At 201 Poplar the new radio consoles have already been installed.

We are hoping to cut over to the new Radio Consoles (consoles are the computers, not furniture) in September. This will eliminate the officer safety concerns with the current radio solution. Officers will once again be able to key up while the dispatcher is transmitting. And dispatchers will not get a busy (bonk) when trying to transmit while an officer is transmitting.

FROM THE ADMINISTRATOR'S DESK

Once the new consoles are online and live, we will move over to 201 Poplar for a day or two so that the consoles at 79 Flicker can be replaced. It should make the transition very smooth for us. We will not get all the new features with the new consoles. GPS in the radios will not be active until all the radio tower sites are upgraded and completed. The cutover to the new consoles/radio core should eliminate the radio bleed over/cross talk.

Speaking of GPS in the radios. In a year when the project is complete, you will get location information from handheld and car radios every 30 seconds. You will also get updated location information every time they key up or if they push their emergency identifier. On your CAD map you will see the car icon for the vehicle and a person icon for the officer. GPS information coming from the radio system will be more reliable than the GPS coming from the laptops.

ECA Mike Spencer, CMCP " If we had to evacuate 79 Flicker St, it is important for the alternative site to feel and function the same." - Mike Spencer

I know that keeping up with officers is one of the more challenging parts of being a Memphis Police radio Dispatcher. Our goal is to make that a thing of the past. It will keep our officers safer and take that stress and responsibility off of you.

SEPTEMBER 2020 |

TIFFANY GRANDBERRY JUNE 2020 EMPLOYEE OF THE MONTH

4. 5 Years of Service "NEVER A DULL MOMENT" PRD Tiffany Grandberry has been with MPD since February 2016 and is assigned to Alpha shift. To manage stress at work you can find her walking around the building, mediating in the quiet room or just sitting on the patio enjoying the fresh air. When she is not working , she spends time with her son Mason and works on her entrepreneurial ventures.

words of SPRD Marvin Pender PRD Tiffany Grandberry was chosen as

What is your favorite part of the job?

June Employee of the Month for

The excitement of being in the know!

several reasons. She always displays a

It’s almost like playing a video game:

positive attitude even during these

placing officers on a mission, relaying the

challenging times with COVID-19 running rapid among us. She answered

information needed to complete the

97 % of 545 calls within 15 seconds

mission, providing additional resources to

along with working 88 hours of

assist with unforeseen obstacles, and

overtime. Whew! With numbers like that it earned her nickname......Tiffany

ultimately completing the mission of

"Put's in Work" Grandberry! Alpha Shift

providing service to our citizens. It’s never a

is honored to have an employee like

dull moment!

her working daily on our shift.

1. How was training for you?

Training was an experience in itself that better prepared me for being ready to adapt to the frequent changes that occur in Communications.

I had a permanent CTO, but extenuating circumstances caused me to be placed with quite a few different trainers. I never allowed it to effect my performance, Instead, I used it as a learning mechanism, taking something vital from each CTO I sat with. All of my trainers are still employed in dispatch, many of which I have developed a great personal relationship with and hold dear to my heart.

2. What is the most challenging part of the job?

It's difficult to be away from my family as much as the job requires.

What is your most memorable call ?

I have two actually.

It was Thanksgiving, so you have to find a little humor in something to cope with working holidays. This lady calls in very irate ! Why? Because the entire family was very upset with another relative who spilled the complete pot of chitterlings on her car. If you eat chitterlings then you know the work involved in preparing them and that just wasn’t a good idea.

The situation was escalating and she was calling for help. It tickled me quite a bit.

On a more serious note, my second memorable call was just a typical call for service. The caller was from out of town

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

but in Memphis on business. It was her

Take it one day and one call at time. Try to learn something new each day , even after you get the job. Be empathetic but be efficient. BREATHE. This job is rewarding but will take a chunk out of you most days. Leave it at the door when you go home.

incarcerated. She was trying to locate

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

We would have longer lunches and mandatory naps !

last day in town and she was trying to find out how to work the Jail East website (which was malfunctioning ) to locate her niece whom she learned was recently her so that she could see her before she left. To make a long story short - I was able to find what she needed and she was able to see her niece. She mailed me the sweetest card and she wrote a letter to Director Rallings.

ECB HISTORY MOMENT

"HOT CALLS"

by ERCO Pam Pope Pam Pope started working for MPD Communications in 1979. She retired in 2016 after 35 years of service. Pam now works part time as a calltaker.

Before communications started using CAD, we recorded the call information on paper tickets that we time stamped and sent to the appropriate dispatcher.

At that time we had 5 radios (north, south, east, west, and traffic) in a straight line; and a conveyor belt running from one end of the room to the other with a slot for each radio to deliver the tickets.

If someone received an important call (SHOT, AROB, WUND, etc) whoever took the call would shout "Hot Call" so everyone was paying attention. After working for awhile, you learned the sound the ticket made when it stopped at your station and most dispatchers would reach over and grab it without ever looking.

Sometimes when it was slow and kind of boring, (especially on midnights) someone in the back of the room would set fire to a ticket, flip it in the conveyor belt and yell "Hot Call". The dispatcher on the receiving end would reach over without looking and grab a burning ticket, which of course was immediately dropped. Afterwards there was usually a little swearing and some threats from the pranked dispatcher but the rest of us had a great laugh!

OLD PHOTOS : BLAST FROM THE PAST Thanks to Dewanda M., Mendi S. & Raymond C. for retrieving these photos. photo credit : Vince Hughes

MPD Communications in the 1960's

Calltakers working with a switchboard

ISSUE TWO

SEPTEMBER 2020

WHAT CAN COVID TEACH US ?

BY SPRD LATAUSHA BLAIR

March 11, 2020 the Novel Coronavirus Disease, more commonly known as COVID-19, was declared a pandemic in the United States.

CORONAVIRUS This virus that is said to have originated in a Chinese lab, brought the world to a sudden stop.

COVID-19 brought with it a series of uncomfortable, somewhat scary and non-optional requirements. We were required to cover our mouths and noses, wash our hands longer than normal and we learned a new term : " social distancing."

Large crowds such as concerts and sporting events were canceled. Restaurants closed and children were dismissed from schools. Many employees were forced to work from home. Life as we knew it changed suddenly and there wasn't anything we could do about it. We had to conform in order to survive and not become infected with the virus.

Hopefully, someday in the near future, medical professionals/scientists will find a vaccination, but until then we should remain vigilant and continue to cover, wash and social distance. This time, it should be for our own personal growth.

The pandemic of 2020 will never be forgotten.

However, we must not focus on the negative.

WASH We should wash away the negative thoughts and words that are thrown at us daily in our personal and professional lives.

We should make sure we keep our minds and hearts clean so that we don't spread fear, doubt, or negativity into the world.

COVER Let us continue to shield ourselves from low-self esteem, rejection, anger and anxiety.

SOCIAL DISTANCE Continue to practice social distancing. We must distance ourselves from bad behaviors, bad habits, unproductive people and all those things that keep us stuck in unhealthy relationships.

Instead we must find the positive and emphasize the good in all of it. Furthermore, let's remember to take care of ourselves so that we are prepared to take care of others. - LB

LEADERSHIP TIDBITS / OPINION

We have to distance ourselves from the negative voices inside our heads that tell us " you are not enough" or " not now" or " they don't want you" .

PAGE 7

PROFESSIONAL DEVELOPMENT with Manager Sean Lovejoy, ENP, RPL

Sean Lovejoy is the Training Manager for the Memphis Police Emergency Communications Bureau.

WHAT IS NENA? NENA: The 9-1-1 Association improves 9-1-1 through research, standards development, training, education, outreach, and advocacy. Our vision is a public made safer and more secure through universally-available state-ofthe-art 9-1-1 systems and trained 9-1-1 professionals.

Aside from in-person training courses, one substantial way that ECB employees benefit from this Association’s work is by participating in the Emergency Number Professional (ENP) certification process.

The ENP program consists of a comprehensive body of knowledge that enhances a Tele-Communicator’s understanding of how 9-1-1 works from both technical and operational points of view. If you have ever wondered justhow a 9-1-1 call can get from a cellular phone to a Tele-Communicators console, this is the process for you.The ENP exam is offered 4 times per year and costs $450-$500 to register and ECB personnel can register for this exam at no cost! All costs are covered 100% by the ECB through training funds provided by the Shelby County 9-1-1 Emergency Communications District. This exam exposes Tele-Communicators to a side of the 9-1-1 industry not typically seen by front-line employees. 9-1-1 is a professional industry and the ENP program gives participants the base knowledge needed to advance in their careers.

The ENP exam is offered 4 times per year and costs $450-$500 to register. ECB personnel can register for this exam at no cost! All costs are covered 100% by the ECB through training funds provided by the Shelby County 9-1-1 Emergency Communications District.

I completed the ENP certification originally in 2016 and it was well worth the effort. The ECB currently has 5 certified ENPs; Manager Eddie Heaston, Manager Deranecque Rogers, Supervisor Metrica Spears, PRD Heather Glissen, and me. Please reach out to any of us and we would be happy to discuss the process further.

INCENTIVE PAY C.W.A. members are eligible to receive a $150 incentive for obtaining the certification as well as each year they keep their certification current! The certification is valid for 4 years from completion so that’s $600 in your pocket over 4 years just for furthering your knowledge of the job you do every day!

To learn more about NENA, the professional development courses they offer, and the ENP exam visit their website nena.org

IN PURSUIT OF A

FIRST CLASS TRAINING PROGRAM

SPRD Margaret Stiger, RPL SPRD Margaret Stiger is the Training Coordinator and Lead Instructor for the Memphis Police 9-1-1 new hire program. She handles the bulk of the responsibility that comes with onboarding new employees.

ACCOMPLISHED EDUCATOR & TRAINING PROFESSIONAL 16 years of service with MPD Promoted to Supervisor, 2013 Training Coordinator since 2015

Supervisor of the Year 2016 Communications Management Certificate Program (CMCP) Registered Public Safety Leader (RPL) Certified Public Safety Executive (CPE) Communications Training Officer Instructor's Certificate Public Safety Telecommunicator Instructor Certificate BS , Education - University of Tennessee at Martin MS, Education - Cumberland University

A CONCERTED EFFORT TO BECOME A FULLY STAFFED PSAP Memphis Mayor Jim Strickland often highlights how when he took office in 2016, it took an average of 59 seconds for a 9-1-1 call to be answered. Now that is average is less than 10 seconds.

Today the Memphis Emergency Communications Bureau consistently meets the NENA standard of 90 percent of 9-1-1 calls being answered in 20 seconds or less. This is because of the concerted and consistent hiring effort to fully staff the Memphis PSAP. Since 2015 there have been ten new hire classes that have resulted in 67 new employees to increase the complement thus reducing call answer times.

MEMPHIS 9-1-1 TRAINING PROGRAM Dispatch trainees are hired under a one year probation period. The training process includes eight weeks of classroom training, a ridealong experience with a police officer, and on the job (floor) training with dispatchers who are Communications Training Officers (CTO). When a new class of dispatch trainees is hired, SPRD Margaret Stiger has to manage the trainees (which could be as many as 20) along with seven Communications Training Seniors (CTSs) and 20 CTOs. THE EVOLUTION HAS BEEN A GROUP EFFORT

The success of the training program has been a group effort. “When I started working here, trainees were separated if they could not grasp the dispatching portion of the job.

Now, trainees that are able to pass call -taking, but not dispatch have the option to remain employed as call takers. “When Sean Lovejoy was promoted to Training Manager, he headed up the initiative to add part-time call takers to our complement. It went so well, that now we have call takers as full time employees. This has made a considerable difference in staffing and reducing call answer times.”

MANAGER SEAN LOVEJOY ON THE TRAINING PROGRAM & MARGARET

The ECB training program is a constant work in progress. Our main goal is to hire, train, and retain the best candidates possible to improve the quality of service the ECB provides to the citizens and visitors of the City of Memphis.

Many Agencies force veteran employees to train their new-hires, but the ECB has always taken the approach that a 100% volunteer group of CTOs is the best approach. The dedication and commitment of the ECB employees that volunteer their time and energy to coach and train our new-hires cannot be paralleled and we are so appreciative of their contributions.

SPRD Margaret Stiger has been passionately guiding PRDTs to success since 2015 when she was named to one of the Co-Training Coordinator positions. In January 2020, then SPRD Beverly WolfeDavis moved to another position leaving SPRD Stiger to manage the ECB Training Program on her own. Since that time, she has put 2 PRDT classes under her belt and is really finding her stride. As Training CoOrdinator, SPRD Stiger’s primary responsibility is to manage the learning experience for all PRDTs. Through constant observation, and consistent communication, she stays involved with the PRDTs progress and provides feedback and guidance where needed. As stated by a recent PRDT, SPRD Stiger has “mastered the fine balance between professionalism and structure with a pinch of humor needed to work in such a demanding and strenuous position.”

AN EDUCATOR AT HEART Perhaps, it was only natural that Margaret came to play an integral role in the restructuring and evolution of the Communications training program. Her academic and career roots are in education.

Prior to becoming a dispatcher, Margaret was an elementary school teacher for (then) Memphis City Schools for six years.

Communications has provided an opportunity to further develop her love for teaching. She started in the training program as a CTO. Next she was promoted to a Communications Training Senior and later became the Program Coordinator.

Even though it’s been sixteen years since she’s been through training herself, she can still recall her experience. “Overall, I would rate my training experience positively. There were some days that were scary, though. I remember CTOs yelling across the room or hitting the desk with a ruler or whatever they had in their hands at the time. This is how they motivated us trainees to correct our mistakes.”

She has used those memories to help create a new culture with the training program and how new employees are treated. She keeps the line of communication open with all stakeholders in the training program to keep it running smoothly. “ During my classroom training I am more “ hands on” and interactive , rather than just teaching from a Power Point. Before COVID, I started meeting with CTOs every three months and CTSs every month.

When trainees are released as call takers, Manager Beverly Wolfe-Davis and I decided to have them return to the classroom for one day to reflect on their experiences and how we can improve the program. We also use that time for education and have training refreshers – now that they have experience.”

TAKEAWAYS AND GOALS I have learned that this job is not for everyone. Nevertheless, I still am committed to decreasing the turnover rate with regards to probationary dispatchers. I want our PSAP to build a model training program where other PSAPs implement our best practices.” Margaret feels proud when new employees succeed and excel in their roles. With employees ranging from age twenty to the sixties, she is also meeting the challenge of leading in a multi-generational work environment. She makes it work by not stereotyping people due to their age as well as being flexible and accommodating. Margaret states it’s important for us to learn from one another.

“No matter our generation, we must focus on things that unite us, rather than dwelling on the differences.”

Margaret is married to Will. They have one son, affectionately known as Lil’ Will. She is an active member of Delta Sigma Theta, Inc. sorority. When she is not working she enjoys spending time with friends and family, exercising and traveling.

fun facts about Margaret during training her favorite CTO was Lorna Griggs.

She has worked for the top three employers in Memphis : Fed Ex , Shelby County Schools & Government She works part-time as an instructor for VIP Kids; where she teaches English as a Second Language to students in China.

q & a with SPRD Margaret Stiger 1.What do you look for in dispatchers that want to become CTOs? I look for people who are positive and excited about this job. Trainers must have patience and be able to motivate new hires. We also look for people who have ideas and suggestions on how the training program can become better.

2. What is your favorite all time ECB memory ?

Like Jenny Rice , my favorite memories are of our social outings. We used to go out the first Friday of every month for fun and fellowship. I enjoyed celebrating everyone's birthday at Classic Hitz and Classic Souls. I remember ordering t-shirts for breast cancer awareness month. A group of us participated in the walk and then went out to Red Lobster afterwards. I also enjoyed being apart of the Diamonds and I remember Karen Armstrong making fun of us by calling us squares.

3. What do you think we could implement to improve morale?

We must communicate better and be more responsive to employees. There needs to be trust between management and the floor. We must support each other when someone has an idea on what we should do to boost morale. We need to continue to show we care about employees by recognizing them and showing gratitude. below : Margaret at an APCO conference celebrating the achievement of her Registered Public Safety Leader Certification (RPL)

above : Margaret with Police Director Michael Rallings during a new hire graduation ceremony.

Memphis ECB 9-1-1 Training Program left : Training Manager Sean Lovejoy & Margaret Stiger

below : Dispatch trainee class graduation ceremony 2018

TRAINERS IN ACTION right : Communiations Training Senior Francisco Lozado looks on as PRDT Omari Edwards works the radio. below : Communications Training Senior Julia Robinson gives PRDT Sam Stamper tips after a call.

" The dedication and commitment of the ECB employees that volunteer their time and energy to coach and train our new-hires cannot be paralleled and we are so appreciative of their contributions."

- Manager Sean Lovejoy

EIGHT TIPS FOR SURVIVING YOUR FIRST YEAR IN 9-1-1 by the ECB Training Team

1

DON'T QUIT

2

Minimize distractions. Remember what you are here

You've made it through the testing and interviews.

to do. You are here to make it past your probationary

Great ! Now the real work begins. Training will be

year. Yes, some of your new co-workers will become

challenging. There is a lot of information to

your friends- especially your classmates. But

consume each day. However, continue to arrive at

remember first and foremost, you are still vying for a

work ready to learn, show and prove. Keep

3

permanent position. You may see other dispatchers

coming. We want you to do well and are rooting

laughing and joking on the floor. Don't join in. Learn

for your success.

your job first.

KNOW YOUR POLICY AND PROCEDURE

4

P & P is the basis for dispatching and the

with your CTO. If this is not possible, then escalate

our jobs. Becoming well versed with and adhering

your concerns to a CTS; then to the Training

to P & P will aid you as you transition through

Supervisor. Don't try to jump levels. There is a

training as well as when you become a full-fledged

system in place to help you succeed and a system

dispatcher. It's a wise choice to study your manual

in place to resolve issues. Respect the system.

any time you have down time.

ASK QUESTIONS

6

ACCEPT CONSTRUCTIVE CRITICISM

Trainers provide feedback to help you grow. Any It is okay to ask questions. You are learning many

criticism provided is only so you can become

new concepts so you should have questions. Your

better at dispatching. Don't take it personal. We

CTO and other veteran dispatchers will be happy

are precise in our methods. This is so we can keep

to help you. Each CTO may have different training

officers and citizens safe and keep the City and

methods and personalities and you can learn

ourselves away from litigation.

something from each one.

7

FOLLOW THE CHAIN OF COMMAND If you have any issues first attempt to resolve them

foundation of our decision making as we perform

5

FOCUS

THINK POSITIVE

8

REMAIN PROFESSIONAL Professionalism can be defined as the conduct,

There really is power in positive thinking. Our job

behavior and attitude someone displays in a work

can be inherently negative in nature. After all most

environment. Show up to work in uniform or

people aren't having a great day if they are dialing

approved office attire. Make sure you have your

9-1-1. It will be important to learn how to manage

headset, P & P manual and workbook. Display an

your thoughts and stress levels. You must believe

attitude that shows that you want to learn and do

you will do well. On a positive note, once you are

well. Respect all people you come into contact

properly trained you will also make a difference.

with inside the building. Remember 9-1-1 is for when life is on the line and respect the seriousness and importance of this line of work.

TIPS SUBMITTED BY :

CTS JULIA ROBINSON, RPL

SPRD MARGARET STIGER, RPL : TRAINING

CTS CLAUDIA DORSEY

SUPERVISOR & LEAD INSTRUCTOR

CTS ASHLEY BOSWELL

September 2020

9-1-1 IN THE NEWS

ISSUE TWO

KYLE PLUSH ECB Personnel Chime in on Headlines

PSAP : CINCINATTI EMERGENCY COMMUNICATIONS SECTION

THE EVENT APRIL 10, 2018 While on the parking lot of his high school, 16 year -old Kyle Plush became trapped in his Honda Odyssey minivan. He called 9-1-1 twice stating he was " stuck inside a minivan."

THE RESPONSE The police checked the parking lot but did not locate the van. His parents found him on the parking lot five hours later. They called 9-1-1.

First responders were not able to revive him. He died of asphyxiation. (suffocation)

THOUGHTS FROM THE FLOOR From the unfortunate tragedy that happened to Kyle Plush we

THE AFTERMATH Immediately following the event, the dispatcher was placed on administrative leave.

The city upgraded its 911 technology and implemented additional training.

In 2019, Kyle's family filed a wrongful death suit against the City of Cincinatti, the city manager, the two police officers that responded to the scene and two calltakers.

can take several lessons, but one of the most significant lessons is the indisputable importance of "follow through." Updating officers and keeping them abreast of incoming information being received by call takers is essential in both officer and citizen safety. Had the officers responding to Kyle's calls and searching for his vehicle been provided the vehicle description that was received on his second call, it is likely that Mr. Plush's life could have been saved. This is not the job for doing the bare minimum and skating by. Human lives depend on us following tasks through until their completion, and at times even going the extra mile and beyond the call of duty. It calls for us to treat our callers how we would want our mothers and fathers to be treated if they had to call in the midst of an emergency and to do all we can to help others in their time of need.- Nikkita Pittman

PRD Nikkita Pittman Charlie Shift CTO 4 years of service

LET'S TALK ABOUT IT

SPRD Lorna Griggs Bravo Shift Supervisor 33 years of service I would first like to express how tragic this is and extend hope and healing to the Plush family.

This situation began by the dispatcher misclassifying this call for HELP.We are trained that when a caller is in dire need or screaming for help,to upgrade the call type to the highest priority.

When this happens, an update light appears for the dispatcher to read additional information and a supervisor is notified. This way we are all vested in the situation and working towards a positive response.

When the location is unknown, we utilize our mapping system along with coordinates and Rapid SOS. In most cases we must utilize our Wireless Network Subscriber Information to receive intermittent ping information on the callers’ cell phone for a more accurate location. This may entail having to make 2 or more separate calls, as this has been done in the past.

It is because we do have the resources to handle this type of situation as dispatchers that “we will exhaust all resources in an attempt to locate the caller”.

MGR Sean Lovejoy Training Manager 13 years of service On April 10, 2018, 16-year old Kyle Plush was killed in a tragic accident in Cincinnati, Ohio. Shortly after school, he entered his Honda Odyssey van, and as he reached over the rear seat, the seat collapsed and entrapped him beneath it. Unable to escape or move, Mr. Plush was able to activate the Siri feature on the iPhone in his pants pocket and made two phone calls to 9-1-1.

Unfortunately, Kyle died from asphyxiation caused by the weight of the seat collapsing on his chest. His father located him hours later when he did not come home from school.

National media picked up the story and the finger pointing began almost immediately. 9-1-1 received a Phase 2 location within 10 feet of where Kyle was discovered. When dispatched, Officers were told it was a “Phase 2” but later stated they did not know what that meant. Responding officers checked the area but did not locate Kyle or his van. ** both commentaries continued on the next page

In Memory of Kyle Plush

GRIGGS continued

As dispatchers we rely on that "human factor/instinct" and empathy for others.This could have been your family member. Would you not want to do everything to help them?This is where constant training classes and policy updates/refreshers, in-service training is most important. We even utilize After Action Reviews to examine the facts of what has occurred and discuss what went well, what needs improvement, recommendations and what should we do differently next time. As in this tragic situation, this victim was unable to get a next time.

As a communications bureau, this will not work if your employees are not invested in the job. If there is no integrity in their work ethic the police and citizens will suffer.Dispatchers are haunted because we don't get closure for critical incidents that tug at our hearts and emotions.

THIS WOULD HAVE BEEN ONE OF THOSE TIMES. Most employees are detached and not fully invested due to fatigue and stress. This kind of mentality is like a virus and destroys the work environment.

We must remember that we all have a responsibility to citizens, officers and ourselves.

LOVEJOY continued

Whether or not we feel there is fault to be assigned is irrelevant. A mother and father lost their child, and they feel like 9-1-1 and Emergency Services failed them. The key is that we review these incidents from an un-biased perspective and figure out ways to learn from them to improve our own operation.

Since 2018, the ECB has implemented technology (RapidSOS) to improve location accuracy and enhance the delivery of emergency services. Would this have helped Kyle Plush’s situation? It’s impossible to know. What we do know, is that the tools available to ECB employees are only beneficial if they are utilized. Often, when a new piece of technology is implemented, employees view it as a hinderance or just one more thing to do. We should be viewing these improvements as one more tool to help us do our job.

When we receive a 9-1-1 call, every effort should me made to locate that caller if they cannot provide an address. Utilize RapidSOS, CAD history, ANI/ALI, property assessor records, search engines, VESTA Map Local aerial imagery, and any other resource available to ensure that we have done absolutely everything in our power to provide emergency assistance when it is needed most.

That is why we are here, and that is what the public expects of us as their 9-1-1 lifeline.

In Memory of Kyle Plush

QUESTIONS FROM THE FLOOR You've Got Questions, We've Got Answers - ECB Management

What is the criteria/process for selecting employee of the month and dispatcher of the year? - PRD Karen Ollie The selection is more inclusive now and allows for calltakers and ERCOs to be selected as well. Supervisors from each shift nominate a candidate based on overall employee performance, attitude, and work ethic. In addition, your peers are involved in the judging process. Thus, the final vote comes from the floor. This process is more fair than choosing someone solely on one event. - MGR D. Rogers

What is the process for drafting? What are all the reasons employees can refuse a draft and be not subjected to corrective action? - PRD Lawana Stamps The drafting process is based on seniority and availability. We can not draft for more than 12 hours. Employees can refuse a draft and use FMLA hours or if there is valid and documented proof of something such as a doctor's appointment or other verifiable emergency. If a draft is refused and documentation is not provided, disciplinary actions are taken. MGR D. Rogers.

How does management select who will attend professional development conferences? ( NENA, TENA, APCO)?

- PRD Karen Ollie Great question! We do not have a documented process but that needs to change.

APCO and NENA were cancelled this year so we have some time to prepare for next year. I will get someone from Management to form a committee with Supervisors, Dispatchers and Call-takers to come up with a transparent program to allow employees to work towards these additional opportunities. The TENA conference has gone virtual and free this year so I encourage everyone to register and participate when able. https://www.tena911.com/ -ECA Mike Spencer

Will we ever have an official "in service" to cover new concepts and for training refreshers?

- PRD Kenneth Owens Management is currently working on an "in-service" training program and hopes to begin it soon. They acknowledge that in service training is a priority. Notes from August Labor Management Meeting

CAD CONNECTIONS

by Dewanda Montague, CMCP -Technology Manager

Manager Dewanda Montague

BING MAPS Some have expressed that you miss the BING MAP feature. Here is a process to launch it within the CAD.

1. Run launchweb -p bing-maps.html on the command line.

2. Bing Maps is launched in a separate window in the following state:

3. Check the sync maps in the upper-left hand corner.

4. Click on ROAD in the upper right hand corner and select STREETSIDE.

The next address you enter in the event form will display on the map in Streetview.

LIFE AFTER 9-1-1

| ADVICE

| PROFESSIONAL DEVELOPMENT

HOW TO PLAN FOR YOUR FUTURE WHEN IT'S TIME TO MOVE ON

by Stacey McShane

Stacey McShane began her career in 911 in 1994 and retired in 2017. She holds a Master of Public Administration degree from Seattle University. She currently works for the Snohomish County Sheriffs Office in Washington state as a traffic safety grant manager and at RQI Partners as a Telephone CPR coach.

** this article originally appeared on the 911 Wonder Woman website and was reprinted with the author's permission.

When I began my career in 911, I was 19 years old. I went through many ups and downs in my 23 years as a police, fire, and medical dispatcher. I served as a CTO, Supervisor and Administrator. I LOVED dispatching and I was good at it. About 5 years in, I started doing the math on the retirement system and realized that at some point, I would need a second career.

Retirement wouldn’t let me draw fully until age 63. I could certainly stay that long, but I realized I would make more money in retirement if I retired out of 911 after 20 or 25 years and started a second career in another system doing something else.

Doing so would give me a second full retirement. It was time to come up with a plan.

Folks leave dispatch for a myriad of reasons. Sometimes it doesn’t mesh with a season in your life. Perhaps you have a child and the schedule doesn’t work anymore. Or maybe you just burn out. It is always good to have something in your back pocket to make the transition as seamless as possible. While I was looking at what I could be doing, I realized that I pretty much “grew up” in 911. I wasn’t sure how those skills would translate. I decided to return to college and learn some things outside of dispatching. At the time, online school wasn’t a thing and I had to attend classes around my crazy schedule. The good news is, there are now many excellent and fully online programs available to working professionals.

OH THE POSSIBILITIES So, what possibilities exist or translate well outside of dispatch? More than you would think! As a dispatcher, you have a myriad of sought-after skills. You are an excellent multitasker. You are well spoken. Even if you don’t realize it, you have project management experience. You also are passionate, caring and well organized. These are desirable qualities in every field.

My advice for anyone in the 911 field is to always have a plan B in case things get bad, you burn out, or you are ready to retire. Some practical advice: Sit down and look at your retirement. Talk to the retirement system and do the math. Decide when the best time to exit is.

Make a 3, 5 and 10 year plan. Those plans can be within 911 (training to become a trainer or supervisor) or can be outside of dispatch.

Enrich your resume. This doesn’t necessarily mean going back to school. It could mean volunteering somewhere you are passionate about. It could mean taking on extra projects at work to learn new things.

Find professional development

opportunities. Take some leadership seminars. Go online and take all of the free FEMA classes. Go for your ENP or RPL certification. The sky is the limit. But don’t ever let yourself sit stagnant. Make the time and create momentum Connect with people in professional organizations inside and outside of 911. You would be amazed at what connections will do for you.

Be a go-getter and volunteer for tasks.

An interview with Jonathan Hames, the world's most innovative person.

ALWAYS maintain an excellent reputation within your organization and outside of it. Opportunities will come your way based on your reputation.

You are allowed to have a bad day every once in a while, but if you are known as the workplace victim or bully or someone who gets lazy or throws temper tantrums on the dispatch floor or on social media, it will come back to haunt you. Turn the other cheek, don’t get involved in workplace gossip and always be professional. If you have found yourself doing any of these things, stop immediately and turn over a new leaf. People will notice.

My most important advice is to NEVER, EVER burn bridges. Maintain cordial and professional relationships with all of your colleagues. I don’t care how angry you are. Don’t take others down with you, no matter how much you don’t like “that” supervisor. You never know who is watching and who may approach you 5 or even 10 years from now with an interesting opportunity.

It may be that supervisor you didn’t like who has moved on who remembers how professional you are and will offer you a job. Or that same supervisor who no longer works there and isn’t bound by confidentiality could give you a terrible reference when contacted. Your professionalism will dictate which way that goes. Always remain professional.

WHERE TO LOOK I get asked where good places are to look for employment outside of 911. It really depends on what your interests are. A good place to start is vendors.

Many 911 vendors look for former dispatchers to round out their staff. Look to your user agencies. A natural transition may be to a police or fire department as an administrator, records clerk or grant writer. If you still want your hand in 911 in some form or other, there are a lot of options. Have a knack for I.T. and computers? Talk to your I.T. staff and find out which certifications are needed for entry level I.T. jobs and look to learn from them. Have a knack for accreditation, training or grant writing? Consider starting a consulting firm. Many departments nationwide don’t have time to do these things and contract out those services. Look at the vendor lists for APCO and NENA conferences and check out their websites to see what jobs are available. That will tell you what you need to learn to get there.

After over 20 years of dispatching, I had a child late in life and needed to work part-time and stay home. I switched to part-time in dispatch and was lucky enough to be able to negotiate working fill-in hours that worked for me. A police colleague contacted me about a part time position as a traffic safety manager for the local Sheriff’s office. They thought I would be a good fit, as I had been volunteering for MADD after a family member was killed by a DUI driver. I got the job and it was the perfect fit that worked for my family along with supplementing my income filling in at dispatch a few hours a. week. I learned a lot at the new job and became an excellent grant writer, funding dozens of traffic safety programs in my county.

With a consolidation looming, I decided it was a good time to permanently exit dispatch. After 23 years, I hung up my headset and retired. It was one of the most difficult things I had to do, but the time was right. Once my daughter started school full time, I needed something to supplement my part time income from the Sheriff’s office. Another former colleague just happened to contact me about a program she was heading up at RQI Partners, an amazing company doing amazing things in the dispatch and EMS realm. I was hired part time as a TCPR Coach working from home coaching dispatchers around the country on high-quality T-CPR. This opportunity quickly evolved into me using my grant writing skills to help them start a grants program.

Neither of these opportunities would have come my way if I had burned bridges or maintained a less than stellar professional reputation. The beauty of both jobs is that I got to keep my hand in 911 (even if from the outside) and I was able maintain relationships with the officers, deputies and troopers I worked with when I dispatched. There is life after 911. Your skills are marketable and when you are ready to make the transition, there is a wonderful and fulfilling world awaiting you. There is nothing wrong with having an exit plan or developing yourself professionally should you decide to move on. Work on your plan and you will be ready when the time comes.

SEPTEMBER 2020 | ISSUE TWO

BEYOND THE BUREAU

ECONOMIC CRIMES SERGEANT HAL MORRIS 23 YEARS WITH MPD Started as a PST in 1997 3 Years in Economic Crimes Hometown : Arlington, TN Father of Two Memphis Grizzlies Fan Sergeant Morris states that working in Economic Crimes is a lot of " PAPERWORK". "I make numerous phone calls and ask many questions to verify and confirm information. Whether it is a victim, suspect or witness, I usually have a pretty good assessment of a person by the time the conversation is over." The bulk of the workload now involves unemployment fraud and

ECONOMIC CRIMES

the abuse of elderly and vulnerable adults. He attends weekly meetings with banking representatives where they share information and compare evidence of

The mission of the Economic Crimes Division is to professionally and effectively investigate and prosecute those persons engaged in crimes of an economic nature and to earnestly assist the citizens who are victims of such crimes.

people they are investigating for fraud.

Before working in Economic Crimes, Sgt. Morris spent time in STIS, in the Vice/Narcotics, and COACT divisions and worked as a court officer.

When asked what he is looking forward to, he states that he hopes to be promoted soon. He completed a brief stint as Acting Lieutenant for North Main station and enjoyed being back out on the streets.

Outside of work Sergeant Morris enjoys spending time with his children, singing and acting. He is the lead singer of the local band Backyard Groove. You can find him performing classic R & B and neo-soul music around town.

SEPTEMBER

2020 | ISSUE TWO

MEMORABLE CASE Marvin and Martha : Elder Abuse There was this 80 year old disabled female in a wheelchair.

We will call her " Martha". She had a 50 year old male caretaker. We will call him " Marvin."

Marvin called the police stating that the manager of the apartment complex where Martha lived was stealing her money. I made the scene the same day to investigate. When I entered the apartment, it smelled horrible. Martha stated she had not eaten in about two days. There was no food in the refrigerator and she was very frail.

After investigating, we found out the apartment manager did indeed take some of Martha's money; however it was to purchase her food because Marvin had not been feeding her. Marvin had manipulated Martha into believing he was her boyfriend. He would only come around between the first and the fifth when she received her money. Then would disappear for the rest of the month. Martha ended up becoming very sick and being transported to the hospital.

The doctors said she was dehydrated and suffering from hunger.

When he identified himself as her caretaker, he admitted he was managing her money but was not taking care of her ADLs ( Activities of Daily Living ) we were able to charge him with elder abuse which receives similar sentencing to child abuse. He had also written his name into the beneficiary space of her life insurance and manipulated her into signing it.

This was a worthwhile case because the doctors were able to treat her and bring her health back to a decent state.

Marvin went to jail.

The doctors told me something that I will always remember.

When Martha was in the hospital and the doctors thought she wasn't going to make it , they asked her if she would like to donate her body to science. The doctors said her reply was , " No. This body belongs to Marvin."

Sergeant Morris' Opinion We should not take reports involving identity theft over the phone. We have to ask so much identifying information. We need to take those reports in person to verify and confirm information and verify a person's identify.

Even in traffic accidents, there is so much fraud with reports being taken over the phone. We have had so many people to give accident reports with fraudulent information. They will use their relative's drivers license for the report. If we are taking the report in person, we have the body camera footage to provide evidence of who was on the scene during the report.

Body camera footage is great evidence in these crimes because we have identity and statement footage.

Unemployment Fraud

The majority of phone calls we receive right now are regarding unemployment fraud. People are filing and collecting unemployment benefits in someone else's name. When the victim finds out it's normally because they've received a notice from their job asking why they are receiving benefits. There are also cases of people who have filed and are awaiting benefits. They think their claim hasn't been processed; when all along someone else has been receiving their benefits.

ISSUE TWO

SEPTEMBER 2020

union updates with CTS Patricia Wright, RPL 21 Years of Service

union stewards ALPHA Patricia Wright Toya Dodson Treccia Burton

WHY SHOULD I JOIN THE UNION ?

A labor union, by definition, is an organized group of workers who unite to make decisions about their work conditions.

The purpose of the union is to give its employees the power to negotiate items such as wages, benefits, and

BRAVO

working conditions with management.

Melanie Stephens Stacey Redeemar Nikki Payne Charlotte Hardy Ebony Atkins Mark Driffill Mendi Shull

Why wouldn't you want to be involved in something that directly affects you? My mother always taught me that it is important to defend yourself. So, if you are not satisfied with something that goes on in the workplace and you want to see changes, get involved!

The union has assisted employees who were terminated without just cause, not only receive reinstatement but also obtain backpay. The union has also successfully :

CHARLIE

negotiated wage increases

Victoria Billingsley Julia Robinson LaQuange Watkins

Alpha shifts

September Meetings Tues. Sept 15 6PM CWA Bartlett Office

advocated for shift differential pay for Charlie and advocated for employee choice in receiving time or pay for any overtime worked These are benefits that newer employees are accustomed to and may take for granted. It hasn't always been this way. Anything " good" the union is able to negotiate and achieve benefits all full-time Communications front line employees; not just the ones who help or support us. The

Charlie Shift Meeting Fri. Sept 18 2:45PM ECB conference room

most you can do to support the union is attend the meetings and voice your concerns. Encourage us union stewards and offer kind words. The least you could do is pay dues.

28

LABOR MANAGEMENT | ISSUE TWO

EDITOR'S NOTES

September 2020

ISSUE TWO

Manager Deranecque Rogers, Editor-in-Chief

What is one word you would want your friends, family and peers to use to describe you ?

I have been thinking about a word for myself lately. As hard as it is to pick a single word, one that I believe encompasses me and my response to the obstacles I've faced this year is RESILIENT. Resilient means able to withstand or recover quickly from difficult conditions. Resilience exists when we use our mental processes and behaviors to protect ourselves from the potential negative effects of certain stressors. I try to be positive and block out negativity as often as I can.

2020 has been a very daunting year and it is not over. From a global pandemic, to protests, self-quarantines , businesses and schools being shut down to the loss of people we hold dear; we have been hit with a lot. We have displayed our resilience by continuing to show up to work and still getting the job done.

If you are struggling to hold it all together, I encourage you to not give up. Find a positive outlet or start a healthy habit. We have the Concern Employee Assistance Program (EAP). They provide unlimited, confidential counseling sessions for employees and any one living with an employee. Another coping mechanism is exercise. Explore nature by taking a walk or riding a bicycle. Be proactive in finding healthy and productive ways to manage challenges.

Let's aim to be more resilient in this " new normal"; remembering that In order to be resilient, we must prioritize our health and wellness. We are in this together.

TO BE NOTED:

LOOKING FORWARD

CORRECTION

BEST WISHES

In the August issue we incorrectly

October is Domestic Violence and

Congratulations are in order for

reported that Karen Ollie was

Breast Cancer Awareness month.

Alpha Shifter PRD Jillian Graham

Next month we will have content

who has accepted a position with

dedicated to those issues. If you

the Fire Department as a

would like to share your story or

dispatcher. Once she gets settled,

celebrating her 60th birthday.

That was an error. She turned 56.

If you have any corrections or would like to comment on any articles please email me.

honor a former ECB employee, please let us know.

SHARE MY JOY My family is growing!

Last month I had the pleasure of traveling to Orlando, Florida to witness my son DeAndrew propose to his girlfriend. I am delighted to report that she said yes. I am looking forward to all the excitement that comes with wedding planning and being a mother-in-law. I'll be sure to keep you posted on the details. :-) PAGE 29

we are hoping she will be our correspondent for all things Fire.

What topics will be covered during NENA Ignite sessions?

Topics to be covered at NENA Ignite include: Next Generation 9-1-1; call-taking and dispatch best practices; PSAP management; leadership; wellness and resiliency; public policy; cybersecurity; preparedness; human-resource issues; and more.