MAJOR NEWS
Welcome Major Kellum
july 2022 issue twenty
I S H 9 P 1 M E 1 M Official Publication of the MPD Emergency Communications Bureau
SPRD Regina Webster & Major Kellum
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.
ECB Monthly Mission This front-line led publication seeks to
The MPD Emergency Communications Bureau (ECB) is the primary Public
inspire and motivate ECB telecommunicators by highlighting employee accomplishments.
Safety Answering Point
The selected stories and content are
(PSAP) for the City of
shared with the intent to disseminate
Memphis; and the only
useful information about the Bureau,
provider of Law Enforcement
Memphis Police Department and the 9-1-1 industry as a whole.
dispatch services for the Memphis Police Department.
Furthermore, we aspire to increase transparency and communication
We consistently meet the national standard by answering 95.4% of our 9-1-1 calls in less than 20 seconds.
between management and the floor; and improve overall employee morale.
ECB QUARTERLY SUMMER 2022
CONTENTS ECB Monthly Team Chief Administrator Mike Spencer Editor-in-Chief Deranecque Rogers / Editor Erica May Contributor Sam Stamper , Contributor Linda Hollingsworth 4 From the Administrator's Desk Michael Spencer 7 COVER STORY Major Kellum Comes to Dispatch
EDITOR'S NOTE Stop by the QA/Training office and welcome Major Kellum. If you both have time, sit and chat with him. He welcomes the conversation. Also remember the content from the magazine comes from you. If there is something you want to see, someone you think needs to be celebrated or recognized, it's up to you to submit it. Thank you for all your contributions. And thank you for reading. - Deranecque
13 QUALITY ASSURANCE Lorna Griggs 15 NAVIGATOR2022 CONFERENCE Jesse McCord 18 NENA2022 CONFERENCE Francisco Lozada 19 NENA2022 CONFERENCE Sam Stamper 22 MEMPHIS GRIZZLIES FANS
26 FIRST FRIDAY Charlie Shift 28 IN THE COMMUNITY Francisco Lozada
FROM THE ADMINISTRATOR'S DESK
Michael Spencer, ENP Emergency Communications Administrator Memphis Police Department
SEEING THE LIGHT Hello Headset Heroes,
The smallest gesture can have a positive ripple effect across so many lives. Never miss an opportunity to show someone you care. You never know how it can course correct someone’s worst day. Mike Spencer
I want to start by thanking you for your hard work and dedication. I want to give additional thanks to those of you that are trainers. We couldn’t do any of this without you tirelessly working to replenish our ranks. If you are not involved in training I will once again ask you to try it out. Remember you get 10% out of rank pay for training and the opportunity to train your co-worker who will ultimately allow you to get more time off work. It is a win-win situation and it allows you to leave a legacy. There are plenty of people still here that I trained it is awesome to see them carry on the tradition. In my last article I mentioned that CUEHIT was coming. I am excited to say the launch went well and I am excited to see the feedback from the citizens. I hope you find it as fulfilling and can look at the comments during your tour of duty. We are working on a way to forward those comments to your email so you can see them on your schedule. I think it is really special that someone would take the time to leave positive feedback after an accident, burglary, vandalism or theft. That really says something and it should make you feel special about the job that you do. They say a butterfly can flap it’s wings and that air may eventually become a hurricane. That is how I feel about kind gestures. The smallest gesture can have a positive ripple effect across so many lives. Never miss an opportunity to show someone you care. You never know how it can course correct someone’s worst day.
Speaking of worst days. I have sat in your seat and heard a fraction of what most of you have heard. We know that people don’t call 9-1-1 on their best days. Most call at the worst moment of their lives. All of you hear heart wrenching calls every day. As an Administrator I never know which ones of you are having trouble dealing with the content or which ones of you really could use someone to talk to. Some of you may not know how the job is affecting you without talking to professionals.
MIKE'S MESSAGE It affects all of us. We all start rushing friends and family through telephone conversations are our first 1000 9-1-1 calls. Or we begin using our dispatcher ear to listen to every conversation around us in a restaurant. We see through lies a little faster than the average person because we have heard so many twisted stories or justifications. We believe we can multitask and find ourselves not giving our full attention outside of work. These ‘skills’ we learn can cause challenges outside of the job. However, you need to have a healthy foundation outside of work to mentally prepare you for the job at hand. Over the next couple of months, we will be working to identify a partner that can make counselors available in the work place. This suggestion came from an employee during roll call and we are actively pursuing this program. Our telecommunicators are the most important asset in the Bureau and I want to make sure you guys have all the mental support you need to be your best and provide the best service to our Officers and Citizens. It is like the oxygen mask instructions on flights, you must get you mask on (help yourself first) before you are able to help those around you. We continue to hire. We are getting closer and closer and this will allow our class sizes to get smaller. Our next two classes are in July and September. July will likely be a class of six trainees and the September class will not be much bigger. Our August 2021 and January 2022 classes are progressing well. Please continue to provide encouragement and assistance to those in the final stages of their training. We were all there once and I know all of us had someone that kept us grounded and focused. Although we are projected to fill all vacancies this year, the continuous job posting will remain open. We will project a class every 2-3 Months even if it is only one or two people. I am committed to making sure our staffing levels never fall that low again. Continuous hiring is the key to that success. All the furniture finally arrived for 201 Poplar and the conference/roll call/training room technology is complete. I believe training will start back after the holidays and look forward to getting everyone through that center over the next couple of months. We are extremely lucky to have two fully functioning PSAPs. Most of us worked most of our career without a true backup. You may not realize how scary that is, but there are still a lot of major cities years behind us. Special thanks to the Shelby County 9-1-1 Emergency Communications District and their Board for funding most of that renovation at 201 Poplar. It allows us to maintain service levels to our citizens and officers from either location 24/7/365. Our CAD team and vendor partners helped make that a reality. Once training slows down every employee will get the opportunity to work a shift at both locations so all of us are familiar with it. I hope those that have worked over there continue to share their experience. Some of you never saw what it used to look like so the change isn’t as shocking. But those of us that started out there can appreciate the transformation. It has been a hot summer so far and I hope everyone is staying healthy and hydrated. God Bless each of you and your families and thank you for the service you provide to our officers and citizens.
Mike
WELCOME
to Emergency Communications An interview with Major James Kellum by Manager Deranecque Rogers, ENP
The Emergency Communications Bureau has a new resident. He is Major James Kellum. We welcome him to our center and look forward to learning, connecting, and growing with him. Major Kellum has been with the Memphis Police Department for 24.5 years. He has been assigned to the Robbery Bureau, General Assignment Bureau, and the Quality Assurance Unit. In addition to his MPD experience, he is also a United States Army veteran. That is a lot of knowledge and experience to take in and utilize to our advantage here in Communications. I am optimistic and excited about having Major Kellum as a partner, teacher, and liaison.
I asked Major Kellum a few questions about his career, expectations, and what he hopes to gain while in our center. He was very transparent and optimistic about his assignment to ECB. One of the major things he hopes to accomplish is strengthening the working relationship between the officers in the field and dispatchers. It was assured that we all would like that. And that we will do our part to make certain it happens. When asked if there were any misconceptions he had about Communications, his response was that he didn't know dispatchers also worked as calltakers. Continue reading for his answers to my other questions.
More than once in my career my dispatcher’s effort was the only thing that allowed me to go home at the end of the day. So, let me say, “Thank you. Keep up the good work!” ~ Major Kellum
What is one of the most important things Dispatchers can do to help our Officers? Recognize the moments when unasked assistance can be provided such as starting additional resources or setting perimeters during high intensity incidents.
Have you learned something new since being in Communications? Deranecque Rogers is very smart. I was unaware of the stresses the dispatchers are currently experiencing due to staffing issues.
What expectations do you now have for ECB? I expect all of us to work together to get through this time of hardship which has been brought on by the current staffing shortage. I won’t say that I understand the stresses and hardships under which you are working, but I see them and understand the causes. We must reset, regroup, and strive to win this fight. I would like to remind each of you; your reputation precedes you. You are known to others by the professionalism and quality of your work. Don’t let a single moment or a bad day be the factor by which other define you. We are hiring trainees as fast as we can. I can’t tell you when the pressure will ease but it will. I believe in taking care of my troops. We are engaging in conversations and studies trying to find alternative solutions to our staffing related issues. If you have suggestions or ideas, please push them up your chain of command. Is there anything you want us to know about our officers and law enforcement? Our field officers and many of our field supervisors are young and new their roles. They are also working under many different stresses. If you find yourselves in positions where the officers are not meeting your expectations, then contact your supervisors and we will do our best to fix these issues a quickly as they arise. Tell us one interesting or little-known fact about yourself. I served in the United States Army as a member of the 82nd Airborne Division. I found myself in a place where the person beside me relied on me to do my job and to fulfill my role and I relied on them to do the same. When you are standing in a dark aircraft, illuminated by a red light, wearing a parachute, a reserve parachute, a rifle and an 80-pound rucksack, it doesn’t matter how bad your day has been. It doesn’t matter that your significant other was mad at you when you left home. It doesn’t matter that you are going to miss another Christmas with your child. It doesn’t matter that you don’t like your co-worker. As you stand there in the dark, feeling the rigging on the parachute of the person in front of you, checking for errors or flaws and trusting that the person behind you is checking your parachute for the same, you quickly realize that you need to live in the moment, you learn to put the other things aside and to be the very best that you can be. And when the light by door turns green you step out the door of a perfectly good aircraft, check for a good chute, and then you do your job. Dispatchers, you are all superheroes. Each of you fills a vital role each day. Each of you comes to work with different stresses and concerns each day and yet each of you has, or will, change the life of a stranger for the better. Most times you will never know that your efforts made a difference. Rarely will someone tell you thank you. But you matter. This department would not function without you. ~Major James Kellum
Team Bravo
Smiling! Even though We gotta get this Draft sheet ready!
Where have I seen this officer before...?
(iykyk)
SUPER visors!!
Candied apples from Auntie Here comes the bride. Calltype: Arm'd Party
Things that make you go "hmmm"
B-Rich is ready for Bey-chella!
by SPRD Lorna Griggs Quality Assurance Coordinator I have enjoyed meeting with many of you so far and receiving your feedback while discussing Dos and Dont's of call taking. We see your efforts and hear your patience and professionalism while performing your call taking duties. Keys to a good call taking interview: Greeting the caller with pleasant tone Verifying the caller's information address, location, phone number (even though the CAD interface populates a lot of it) Compliance asking 6W’s & H, and entering ALL pertinent information by using APPROVED abbreviations Call handling – meeting the caller’s needs, answering questions correctly, ensuring calls are transferred or conferenced in a timely manner, not offering your opinions or assumption on actions of police officers may or may not be able to take related to the caller’s situation Courtesy, maintaining calm pitch/demeanor, active listening, not cutting off the caller Positive & professional closing of the call Problem solving pertaining to repeat callers or wait times, reassurance for the inconvenience of an issue, offer an apology when needed These are elements that promote complete and effective call taking. You have all the tools necessary for SUCCESS! In that we are still preparing for in-service training, I challenge you all to refresh yourselves by reading a few sections (daily) of your ECB Policy & Procedures manual and your MOU to help improve your skills and correct some habits that are being used as shortcuts. This information is available through PowerDMS. Please watch the NEW Quality Assurance video and send any questions you have to Q/A Manager Sean Lovejoy. Our GOAL is to correct habits and behaviors and enhance the quality of service for our citizens, reduce risks and become more operationally efficient. ~ LG
Second Quarter Quality Assurance Spotlights Second Quarter MVP LaKayla Matthews
ALPHA 1. 2. 3. 4. 5.
1. Eboni Atkins 2. Yolanda Avery 3. Kandace Booker 4. Lisa Booker-Allen 5. Kendra Curry 6. Claudia Dorsey 7. Stacy Goods 8. Charlotte Hardy 9. Cyia Hill 10. Shayla Holmes 11. April Hunt 12. Melissa Ivey 13. Dana Massey 14. Shalisa Mathena
6. 7. 8. 9. 10. 11. 12. 13.
PRDT 1. 2. 3. 4. 5. 6.
7. 8. 9. 10. 11. 12. 13. 14.
BRAVO
15. Erica Morris *** 16. Antonae Parker 17. Chariesse Parker 18. Ina Phelps 19. Jenny Rice 20. Lawana Stamps 21. Melanie Stephens 22. Markisha Thomas 23. Nzinga Withers
ERCO 1. 2. 3.
4.
***denotes highest score among group
CHARLIE 1. Emily Beilstein 2. Teddrick Boyd 3. Shamanda Davis 4. Omari Edwards 5. Joshua Edwards 6. Shaneqwa Green 7. Ebony Jasper 8. Melinda Johnson 9. Linda Hollingsworth 10. Francisco Lozada 11. Xan Minor 12. Kenneth Owens 13. Ashley Reeves 14. Brittany Richardson 15. Julia Robinson 16. Bradley Stevens
17. Tedra Sweeten**** 18. Khari Tukufu 19. LaQuange Watkins 20. Ebone Yates-Hemingway
NEMARC 1. 2.
3. 4.
5. 6. ***The MVP has the highest call quality score in the entire Bureau.
Conference Season is Here!
To learn more about these 911 organizations and their conferences visit their websites.
Invest in Yourself: IAED Navigator Conference Jesse McCord, ENP IAED is a standard setting organization for emergency dispatch and response services. They are an organization, like APCO or NENA, that provide certifications, accreditation, and standards in our industry. Their Navigator Conferences provide an opportunity for emergency dispatch agencies and call takers to network, collaborate, get inspired, and participate in workshops and classes. This year it was held in Nashville, TN at the Gaylord Opryland Resort April 27-29, 2022. While we did not send anyone as a representative from our bureau, I attended on my off days and paid my own way to the conference. I was very excited to be able to attend multiple classes so close to home. While I was there I attended “How Technology Could Positively Impact Mental Health and Performance”, “Leveling Up or Leveling Out”, “How High Schools Can Help with Recruiting and Retention”, “Followership: The Missing Link of Leadership”, “Video to 9-1-1: On the Horizon, On Our Minds, in Our Software”, “NG9-1-1 Cybersecurity Threats: What You Can Do to Defend Yourself and Mitigate Risk”, and “Working 9 to 5, NOT Our Way to Make a Living”. Many of the classes offered are surrounding their proprietary certifications, but most are general about the industry. I really enjoyed the class, “How Technology Could Positively Impact Mental Health and Performance”. It was instructed by clinical Psychologists. It was very open and multiple discussions were had. The primary concern was video to 9-1-1 and the fear that regular Dispatchers would have to see everything sent to the ECC. I have heard these fears from some employees in our own bureau, so I was able to relate. It was an all-around good experience. Breakfast and lunch were provided with admission. The venue was great and the people were friendly. I made several connections with people from around the country and hope to attend again in the future
written June 2021
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.
#NENA2022 Conference Reflection by Francisco Lozada I attended all the sessions related to training. I learned several things that we could apply. I am looking forward to passing on what I've learned. Tondra Hailey, Sam Stamper and I were able to test the new Hexagon CAD and Vesta phone system that will be implemented in the following years. We are exited at the possibility of being able to work remotely one day. Tondra and myself attended a counter- terrorism class. We were able to get materials created by the FBI and other security agencies to determine factors that citizens might see and report before a terrorist attack or mass casualty incident. We found it interesting that if a suspect posts on social media their memoirs or something of the sort this is usually an indicator that they have a plan that they are going to set into motion within the next 30 minutes. This is relevant because we have had several calls that involve social media postings. Tondra and myself will work on getting more copies of the booklet for everyone.
#NENA2022 Conference Reflection by Sam Stamper Recently, I had the opportunity to attend the 2022 NENA Conference in Louisville, KY as a recipient of a scholarship from the Kyle Plush Answer the Call Foundation. This was a tremendous opportunity to learn more about our profession, see exciting new technological developments that are (hopefully!) coming soon, and to meet other dispatchers and 911 emergency personnel from around the country. The conference was essentially split into two parts, with a large, open exhibition floor featuring numerous companies displaying and demonstrating their new products and technologies, and then smaller break out classes focusing on specific topics related to different aspects of our industry. I was able to see and learn about many advancements that are being made to make our jobs easier, such as increasingly accurate location mapping for incoming calls, real-time text translations in over 150 languages (no Language Line interpreters needed!), and even got a preview of our next generation CAD system Hexagon that we are hoping to implement within the next year. After what I'm sure will be a brief adjustment period, the new system should make our lives as dispatchers easier and more efficient!
Editor's Note: A copy of the "Say This, Not That" handout has been placed at each Flicker call-taker terminal.
All of the exhibitors provided much to look forward to in the near future, however, for me, the biggest benefit of the Conference came from the classroom. Classes were broken down by category across a broad spectrum such as PSAP Tech, Public Education & Outreach, Management, Wellness, and Leadership. I chose to focus my time on the two categories that had the most immediate impact on my day-to-day job performance: Training and Frontline Skills. As a still extremely new CTO, it was incredibly helpful to learn from other dispatchers that have been training for years on some tips and tricks regarding being an effective trainer. Hopefully, that translates to my new trainee!
My favorite class of the week, and one that I believe could be helpful to all of us in the bureau, was a Frontline Skills class called Say This, Not That. The general premise of the class was to help us in dealing with difficult or hysterical callers, ones who may not be able to provide us even basic information for why they are calling 911. I learned that in highstress situations, parts of the brain that handle critical thinking actually shut down and instinct takes over. To demonstrate this, the instructor showed a video clip (google Billy on the Street - Name a Woman) of people being unable to answer even the most basic questions when asked in a high-pressure way. She then went on to connect this principle to calls that we deal with every day and had a list of suggested verbiage to help us get better results from these kinds of callers.
Examples include saying things like "These questions will help me help you" rather than "I have to ask these questions", "Let me connect us" rather than "I'm going to transfer you" and "It's ok to be frustrated/angry/etc." rather than "Don't get upset with me" help us to forge connections with these callers for the brief time we have them on the line and improve our chances of getting them the help they need as effectively as possible. The instructor also emphasized to never, Never, NEVER tell someone to "Calm down", although anyone who has ever argued with their significant other could probably tell you the same thing!
All in all, the NENA Conference was a wonderful learning experience for me and I know that what I was able to take away from it will help me to continue to grow in my career as an Emergency Communicator. While the bureau, unfortunately, cannot send everyone to these events (somebody has to be here to answer these phones!), I would encourage anyone who is interested to seek out a scholarship like mine to facilitate your attendance. It has helped me gain a greater understanding and appreciation of just how much goes into the things we do everyday. And if they happen to put you up in a hotel with a rooftop pool, well, that's just icing on the cake!
Sam with the other Kyle Plush Scholarship winners
HOMETEAM PRIDE
Let's Go Grizzlies!!
Smiles and Sparkles!
Twinning
Proudly Repping the home team
We represent our City. We represent our Shift. We represent ECB.
#Memphis #Choose901
Photo Shoot. Pose.
EMPLOYEE RECOGNITION
CHARLIE SHIFT'S "FIRST FRIDAY" On the first Friday of every month Charlie Shift recognizes our employees that have been Present, Professional and Productive. We have a great time. The day is filled with food, fun and prizes.
PRIME TIME TRAINING Have you seen the training refresher VIDEOS featuring Managers Stiger and Lovejoy?
IN THE COMMUNITY CTS Francisco Lozada puts his skills on display for our Hispanic Community. I was very excited to be able to meet the Hispanic community face to face. We did not have a table to present at but the COPS officers saved the day and made room for Communications. Manager Stiger and I were able to speak to several members of the Hispanic community and show them how to sign up for the RapidSOS emergency health profile portal. They gave me a table cloth and everything. The emergency health profile is important especially for callers who cannot communicate also because the call takers are able to log into the RapidSOS portal and view the callers information. Our new vesta systems will integrate the RapidSOS portal; however, until then we will need to log in.
During the course of this, I met a lady who signed up for the profile with her daughter who spoke for her. The lady had a broken arm. I found out she was a domestic violence victim and her arm had been broken by her boyfriend earlier that day. The female called back two days later and we were able to pull up her profile. She got the courage to call in and report him and got him arrested. I was also able to speak to some prospective employees. I will be translating more RapidSOS information and disseminating it to the public so that they are aware and able to take advantage of it if needed.
Smile break!
Not sure what's happening in this pic!
EMERGENCY FUND 101
Suze Orman
It makes me so sad to read reports that many households don’t have even $1,000 set aside to cover an unexpected expense. What’s so sad is that I know that must cause such stress. If you don’t have an emergency cushion, on some level you’re always worried about what you’ll do if one of life’s “what ifs” strikes. I know many of you want to have an emergency fund, but then you talk yourself out of it before you ever begin saving. Because you know you can’t just snap your fingers and have plenty saved up, or you think you can’t afford to start saving now. No more excuses. You can do it. You must do it. Here’s how to start TODAY.
1. OPEN A SAVINGS ACCOUNT It can be at The bank or credit union where you currently have a checking account, or shop online for a high-yield offer. 2. NAME IT If you have online access to your account, chances are you can name your different accounts. Be sure to give your savings account a very specific name: My Emergency Fund. Or: My Safety Net. Trust me, every time you log on and see the account name it will serve two purposes: it should make you feel so great to know you are building security, and by reminding yourself of your goal you will be less likely to raid the account for a non-essential expense. 3. AUTOMATIC TRANSFER This is the crucial step. You must remove yourself from the equation. We all have good intentions, but often can’t follow through on our intentions. By setting up automated deposits into your savings account you are setting yourself up for success.
4. PUSH YOURSELF TO SAVE MORE How much to save each month is up to you. Think through what you want to start with. Got a number in mind? Okay, now I challenge you to increase that amount by 10%. (20% is even better!). Please don’t dismiss this challenge before you try it. What I have seen work over many years is that if you go ahead and set up the bigger transfer and stick with it for a few months-even if it seems like way too demanding a sum-what you will find is that you adjust to having less money in your checking. Just give it a try. If after three months it’s just too hard to do, then you can ratchet it down a bit. 5. AIM FOR AN 8 MONTH EMERGENCY FUND Your long-term goal is to have eight months of living expenses set aside in your emergency fund. I know that’s a lot, but I want you and your loved ones to be okay if you were ever laid off, or sick for an extended period of time. Sure, it could take years to reach your eight-month goal. That’s totally okay. The important issue is that you are starting to save today and so every month you will be moving closer to your goal.
MPD AWARDS CEREMONY April 2022: SPRD Katrina Towles and PRD Tondra Taylor-Hailey represent Communications at the annual MPD Commendation ceremony. SPRD Lorna Griggs is all smiles as she supports and cheers them on.
It's the Smiles for me!!
April 27th was Administrative Professional's Day. ECB Managers and Supervisors could not let the day pass without celebrating Leiser. Surprised she was!