ECB MONTHLY - FEBRUARY 2021/ Memphis Police Department's 911 Magazine

FEBRUARY 2021

ECB MONTHLY

Official publication of the MPD Emergency Communications Bureau

FEATURING FEATURING MEMPHIS MEMPHIS 9-1-1 9-1-1 PROFESSIONALS PROFESSIONALS

MPD Family Tadario and Shayla Holmes

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

inspire and motivate ECB telecommunicators by highlighting employee accomplishments.

(ECB) is the primary Public Safety Answering Point

The selected stories and content are

(PSAP) for the City of

shared with the intent to disseminate

Memphis; and the only provider of Law Enforcement

useful information about the Bureau, 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

In 2018, the ECB met the national standard by answering 95.4% of our 9-1-1 calls in less than 20 seconds.

michael spencer emergency communications administrator michael w. rallings director of police services

between management and the floor; and improve overall employee morale.

FEBRUARY 2021 : THE MAGAZINE OF MEMPHIS 9-1-1 PROFESSIONALS

TABLE OF CONTENTS Valentine's Feature Page 11 46

ECB Monthly Team

Public Education Page 24

Mike Spencer, Chief Administrator Deranecque Rogers, Editor-in- Chief Erica May, Editor

25

4

from the administrator's desk

6

ecb history moment

8

11

14

16

17

Manager Rogers takes it back to those Foote Homes foot chases.

employee of the month

Melanie Jefferson brings the honors back to Alpha Shift.

workplace romance success

Get the scoop on Jesse and Miesha McCord.

beyond the bureau

Teleserve Lt. Jackie Williams shows us the crew.

professional development

Take a shot at practice questions from the ENP exam. Join a study group with Heather Glissen.

mpd families An Officer and A Dispatcher: A glimpse into the life of Tadario and Shayla Holmes.

Mike Spencer

20 professional development

A list of training classes compiled

by Sue Robinson.

22 getting to know our co-workers

Brad Stevens tells about his move from Chicago to Memphis.

26

from the floor

27

training updates

Antonae Parker makes a case for in service training.

Sean Lovejoy

29 union updates Mendi Shull

FEBRUARY 2021 | FROM THE ADMINISTRATOR'S DESK

MIKE'S MINUTE MICHAEL SPENCER

EMERGENCY COMMUNICATIONS ADMINISTRATOR

HIRING, PROMOTIONS & 201 RENOVATIONS In 2021, we will maintain our momentum. Steadily and surely, we're getting there! I'm glad you decided to stick it out.

Greetings Memphis ECB !

I will do my best to keep it short this month, but I want to cover and reiterate some of our Bureau goals for this year. Hiring, hiring, hiring. We should have 15+ new hires coming on board in March.

Without any changes, that will bring us to 146 Police Radio Dispatchers. That is more than we have

MICHAEL SPENCER, CMCP "Be proud that you are providing

ever had and I want to thank Manager Lovejoy,

one of the most important

Supervisor Stiger and the entire training teams for

services to the citizens of

meeting that challenge head on. That will leave us

Memphis. It all starts with a

nine dispatchers short. We have already started

phone call." Mike Spencer

discussions and planning on the next new hire process. Those additional vacancies will be filled this year.

Promotions We had two retirements in December and January, which opened up career advancement opportunities for ECB employees. We will initially interview and hire two supervisors from the current process and then interview and fill the vacant manager spot. After the manager is promoted, we will hire the third supervisor. I hope you see this as an exciting time the way I do. New supervisors and managers come in with energy and new ideas. It is always refreshing to get a new opinion on work rules and work flows. There is a saying that someone cannot see the forest for the trees. An expression used of someone who is too involved in the details of a problem to look at the situation as a whole. I will be the first to tell you that this can be very true for management. Every level of the operation has unique challenges and problems that consume our time. It is always refreshing to have promotions because that individual is coming from a step below and hopefully has an agenda in mind of what could positively affect the rank they are coming from. I had a list of things I wanted to change when I was dispatcher. Some of them I have accomplished but some of them probably still exist today. Remember this as you move through the ranks. Our mission is both simple and extremely complex at the same time.

There may be even more opportunities for promotions later this year. Our alternate PSAP at 201 Poplar is completed. We are exploring the best way to staff that location on a regular basis. We will not need more dispatchers or calltakers, but it looks like we will need a few more supervisors. I am working on a that proposal and justification as we speak. We know 2020 was a challenging year so there is some uncertainty surrounding what the City will be able to do as it relates to funding. Speaking of 201 Poplar, there is a second phase of that renovation in progress. We are working to renovate the rest of the office space and combine it into one large training/roll call room. This will include renovations to the break room as well. Our goal is to make sure that our core operation can run out of that facility for 6-18 Months if needed. Converting those offices into a shared multi-purpose space is the right call. It will also be a boost to the training team to have classrooms at both locations. I will keep all of you updated on that project as it progresses. Our 9-1-1 District is graciously funding that project so remember to thank the Director and the 9-1-1 Board if you get the opportunity.

I want to close by saying thank you again. The MPD ECB is nothing without each of you. You are saving lives every day. You are meeting and exceeding expectations every month. Every American expects to be able to call 9-1-1 and have their call answered quickly and professionally. However, a quick Google search will tell you that is not what happens for everyone. Be proud that you are providing one of the most important services to the citizens of Memphis. It all starts with a phone call. You play such an important role by setting the tone and expectations for the caller. You are representing the City and the Police Department every time you answer that phone. Hold your head up high and be proud of what you accomplish each day.

Take care of yourselves. Stay healthy and stay well. Hang in there with me and this Bureau and we will reach full staffing. I will say again, overtime will likely always be a part of public safety, but we are working to eliminate mandatory overtime so that you have more control of your work/personal life balance. Thank you for the sacrifices you make for the citizens and officers every day.

Meet Lindsay Spencer: This picture is from my honeymoon in 2001. I had been a dispatcher for two years. Time flies when you are having fun ! - Mike

History Moment Not too long ago, if you worked what was known as the West radio ( Today, it's called Crump), you had a few extra cars on your screen. The extra officers were called Housing and MHA units. These officers were specifically assigned to the Memphis Housing Authority (MHA) complexes located in West precinct. One of those housing complexes was Foote Homes.

Demolished in 2017, Foote Homes was the last public housing complex in Memphis.

The Housing Units were MPD officers. The MHA units were public housing officers licensed and hired by the city/state and trained by MPD. They worked off of our radio channel and we would log them on just as we did our officers. MPD officers' call numbers began with H ( For example H1 or Housing 1). The Public Housing officers were MHA115 (Memphis Housing). It was good to have them working because they knew exactly where everything was in the complexes where they were assigned. I mean, they knew everybody in the complex. They were familiar with the residents and their actions. Our frequent callers did not even stand a chance. There were times when all you had to do was broadcast a call in their vicinity and they would jump it. The MPD officers would venture outside their wards sometimes, but the MHA officers had no real arresting authority outside of the public housing complex. There was no need to call anyone for after-hours information. These units had it all under control. I promise, if you didn’t know there was a difference, you would think they were all Memphis Police Department officers. They worked well together from the dispatcher’s perspective. I never bothered to question the situation until I knew of a friend’s husband who began working for MHA. That’s when I found out that those officers were trained at the MPD Police Academy. Which for me meant, they knew how to conduct themselves and act accordingly.

What used to be Foote Homes is now South City and zoned to North Main Station. According to Apartments.Com, rent ranges from $850-$1100

BEFORE BODY CAMERAS

One of the most memorable things about the Housing Units (both sets) were the foot chases!

It seemed as if each and every time I worked West, they chased somebody.

Many times it was more like two or three somebodies.

And I don’t recall them not catching a suspect.

Deranecque Rogers, ENP Editor-in-Chief HISTORY MOMENT , FEB 2021

February is not only the month of love, it's the month of learning.

A few Memphis Police Black History Facts 1948: First Black-American officers hired - Andrew "Rome" Withers, son of famed Civil Rights-era photographer Earnest Withers, was one of the first nine black officers hired. Andrew Withers is the grandfather of our very own Nzinga Withers.

1963: Claudine Penn, became the first female African-American police officer in Memphis. She was hired as a meter maid and then commissioned as an officer in 1968.

1973: The Afro-American Police Association was formed (along with the MPA) 1988: James Ivy became the city's first Black-American Police Director 1992: Eddie B. Adair named 1st Black-American Chief of Police (now titled Deputy Director) 1997: Sharon Smith (Major) became the first — and, to this day, only — Black woman to pilot helicopters for the Memphis police.

2008: Janice C. Pilot, a Black-American, is the 1st female appointed to Deputy Director.

FEBRUARY 2021

ISSUE SEVEN

MELANIE JEFFERSON DISPATCHER OF THE MONTH SPOTLIGHT P R D Melanie Je f f e r s o n i s o n h e r s e c o nd tour of d u t y w i t h M P D C o m municatio n s . S h e h a s a to t a l o f fo u r teen years e x p e r i e n c e i n d i s p atch. This i s h e r f i r s t t i me w i n n ing Dispat c h e r o f t h e M o n t h .

INTERVIEW

1. What is your favorite part of the job?

My favorite part of this job is knowing that at the end of our shifts, my co-workers and I have done all we can to help others and save lives.

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

The most difficult calls for me involve

FROM LEADERSHIP

elderly citizens who are suffering from dementia and Alzheimer's.

We on Alpha Shift are proud to celebrate PRD Melanie Jefferson as Dispatcher of the Month. She answered 410 calls in December, 407 of which were answered within ten seconds. That exceeds the standard by five seconds. Melanie works well with others and ALWAYS has a positive attitude.

She is never involved in any negativity that goes around. She did not miss any days due to illness and was never late for work. Dependability means a lot during these COVID times! She worked fiftytwo (52) hours of mandatory overtime for the month and never complained. On top of that, she led holiday activities; providing food, games and presents for the entire month. She made coming to work more enjoyable, while some were experiencing an increased workload. Melanie Jefferson is an asset to the Memphis Police Department and the Emergency Communications Bureau. - SPRD Marvin Pender, Supervisor

3. What is your all time favorite ECB memory?

I really enjoyed National Telecommunicators Week (NTCW) my first year here. It felt very special to be a part of an organization that was celebrated for the hard work we do.

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

Be empathetic. Be patient when working with multiple trainers. We all do things differently. There are multiple ways to do this job, but we all follow policy and procedure.

PAGE 7

ISSUE SEVEN

What are you looking forward to in the future?

I'm looking forward to seeing my sons graduate. Both are currently attending colleges in North Carolina.

One is a junior at Campbell University the other is a sophomore at UNC Pembroke.

Talking to my father is a

ALL IN THE FAMILY Fun Fact: Melanie's father is a retired MPD officer. PRD Ashley Boswell is her sister.

PRDs Latamara Jones and Tomeca Doty are her cousins.

stress reliever for me.

Since he is a retired officer, he understands the other side of the job. He will always help me to see things in a different way or try to help find the upside in a situation.

YOUR BELIEFS DEFINE YOUR PERSPECTIVE

by The Healthy Dispatcher The following is an excerpt from the book, Dispatcher Stress: 50 Lessons on Beating the Burnout

In order to shift your paradigm and put new habits in place, you need to increase your awareness of your current thoughts and practices. If you aren't aware of the thoughts and practices that got you to where you are right now, the chances of making necessary changes are slim.

A critical part of your journey is to prepare yourself to be able to make the changes.

You may have tried to change your situation without changing the underlying beliefs you're hanging on to. Isn't it funny that sometimes you change your circumstances but the stress seems to follow you?

Stress frequently arises from the tension between what you believe and what you actually do. Stress comes from the tension between what your parents, friends, and community influenced you to believe you to believe and what you actually believe for yourself as an adult. Stress frequently arises when you want a different life but don't believe its possible.

In order to have a paradigm shift-- to do things differently-- you have to change what you believe about the things you see.

In turn, this will allow you to change your thoughts and behaviors that aren't serving you well.

How many times have you given up on something when it got difficult? How many times have you given up on something because you just didn't believe you could do it?

"All that we are is the result of what we have thought." -Buddha

Lacking the belief that something is possible means it's not possible. If you don't believe you can dramatically reduce your stress, you won't.

Takeaway: The beliefs you hold dictate the stress you experience.

FEBRUARY 2021 FEATURE STORY

Workplace Romance Success

The McCord's

They Fell in Love on the 12th Floor I wouldn't really call it a workplace romance. We would hang out on break

Jesse and Miesha Devres-McCord started

if they lined up and occasionally see

dating while working together as

each other out after work. Miesha says

dispatchers on the overnight shift. The

that I am too professional and would not

couple tied the knot in 2019. Miesha now

even hug her at work most of the time.

works as a Lead Environmentalist in the

There were not any benefits other than matching off days and working the same shift. The benefit of working

COVID response unit at the Shelby County Health Department. Jesse has

together is that we understood what we

moved to the day shift at Memphis ECB.

did professionally and could

But it all started on Alpha shift back

understand if one of us had a hard day

when Communications was housed at

at work. - Jesse

201 Poplar.

Memphis 9-1-1 ECB Monthly

1 | Page

If You are Considering Striking Up an ECB Romance .........

"Separate your work and personal life like we did. You can date someone up here, but date them outside of the workplace. Be their coworker while you are here. That is both a personal and professional tip." - Jesse

How it All Started .........

Miesha and I began to get to know each other after she completed probation. We discovered we had a common interest in anime and she suggested I watch a specific anime called "Your Lie in April".

I binged it. We had our first date a week after and saw each other almost every day after that.

Memories

By Miesha Devres-McCord

"One of our favorite work memories occurred at 201 Poplar while working the floor. Jesse was working Old Allen and I was working Appling Farms. It was a very slow Alpha shift night in the winter and Jesse turned around and addressed me, telling me that I looked very pretty, but I didn't hear him. He apparently said it twice without me hearing him or responding. Cherim "Buffy" Williams was working a nearby radio and got my attention, telling me that he was complimenting me. That was at the very beginning of our relationship. It was a funny moment."

 2 | Page

e h t n O

e r u Fut

The McCords have a lot ahead. Jesse stays committed to Communications making it better through hard work and constantly looking for areas of improvement.

I am always looking forward past this pandemic and hopefully to a more fulfilling job in Public Health. I also frequently think of returning to school for another Masters degree. We shall see what post the PostPandemic world looks like. Additionally we are raising a new puppy, Freya, since kids are NOT on the immediate horizon. - Miesha

City of Memphis Policy regarding Personal Relationships PM-30-05 The City of Memphis Personal Relationships policy only discourages romantic relationships between managers/supervisors and employees that directly or indirectly report to them.

On the Decision to Elope

By Jesse McCord

Our decision to elope was made quickly.

We had already decided to vacation in Miami in June and were going to be married in November. About two weeks before the vacation and a month into wedding planning, we decided weddings are overrated and eloping in Miami would be far more fun. Our anniversary is June 5, 2019. We were married at the Miami courthouse 2 hours after we landed in Miami. We actually forgot our rings in the hotel room and were only going to see where the courthouse was and get food originally. It was fast. We were in and out in about twenty minutes.

FEBRUARY 2021

TELESERVE BEYOND

THE

ISSUE SEVEN

BUREAU

The Teleserve Unit is located inside the Real Time Crime Center (RTCC). It was established in March 2020 in response to the COVID-19 pandemic.

The division is comprised of police officers that are injured or on light duty for reasons like maternity leave; and police service technicians. (PSTs).

Teleserve gives officers the ability to take crime reports from citizens over the phone. This frees up officers from making the scene regarding minor incidents in an effort to promote social distancing.

Another Day in the Office The complement is between two to three officers and one PST per shift.

The call volume varies.

Initially the call volume was approximately 50 to 70 calls per day. Now it's in the area of fifteen.

From Teleserve to Dispatch I would encourage call takers to conduct

We do take identify theft reports, theft

more in depth interviews and understand

reports , shoplifting, and vandalism

the

reports without suspect information.

situation

before

connecting

to

or

giving out the number to Teleserve. We get

Theft from vehicles can be tricky. A car

calls to take accident reports every day

must be dispatched in instances where

and we do not handle vehicle accident

fingerprints are needed or if a gun was

reports

theft

stolen. We started off taking the theft

reports where the amount stolen exceeds

from vehicle reports, then there was a

five thousand dollars.

rash of theft from vehicles in Mt. Moriah

at

all.

We

do

not

take

station and their Colonel wanted cars to be dispatched.

- Lt. J. Williams

FEBRUARY 2021

BEYOND THE BUREAU : TELESERVE

Lieutenant Jackie Williams 25 years of service to Memphis Police Department

Building Self-Reliance

by Richard Carpenter

Previously assigned to Crump GIB, Burglary Unit, Economic Crimes and uniform patrol at Airways and Raines Stations Master's in Education Cheers for the Dallas Cowboys

"My favorite part about working for MPD is being a part of a team that is focused on reducing crime and solving cases. " -- Lieutenant J. Williams

Teleserve will take reports on the following incidents when there is no suspect information available:

Looking forward to " retirement and passing the torch to younger motivated lieutenants."

thefts vandalisms threatening or obscene phone calls identity theft ** If the dollar amount of a theft or vandalism exceeds five thousand dollars($5,000), a car must be dispatched. The report can not be taken over the phone.

FEBRUARY 2021

ISSUE SEVEN

PROFESSIONAL DEVELOPMENT

ENP EXAM PRACTICE Are you thinking about taking the Emergency Number Professional (ENP) exam? Test your knowledge below. Also consider joining a study group. For more information on the exam and joining a study group, visit nena.org

We Can Do it Together

by Heather Glissen, ENP

After spending weeks in classroom training, and several more weeks with your CTO, you may feel all TRAINED out. There are still so many more things to learn about 911 operations. Technology is ever evolving, and new policies and procedures are frequently implemented. Different agencies that are smaller, or larger (gasp !), or those that include EMS and Fire Dispatch, present so many challenges to telecommunicators. So four years ago, when the Shelby County 911 District offered to pay for professional certification training, I jumped at the chance.

Working at MPD will teach you some things you need to know for the test, but there's a great deal of technical details that I had to study to comprehend. I enjoyed learning about how calls get routed to the proper agency along with location information. Have aspirations to be 2640 in the future ? You may notice many of our supervisors are ENP certified (Eddie, Sean, Metricia, Deranecque). You don't have to be a supervisor to test however, and as an extra bonus, the city offers a $100 yearly bonus to those who pass the test.

Come join me ! There is an online study group that began Monday January 25, offered by Mission Critical Partners. No worries if you start late, because the sessions are recorded, and notes are emailed afterwards. If you are interested, check with Sean, and the 911 Board will pay for your testing fees.

1. A transmission network encompassing a limited area, such as a single building or several buildings in close proximity. a. b. c. d.

internet intranet local area network (LAN) wide area network (WAN)

3. Provides a commonly understood way to connect data that improves government decision making for the greater good.

Foundation for information exchange and offers a common vocabulary so that when two or more people talk to each other they can exchange information based on common words they both understand.

2. What was created as a result of the FCC's request for a report on the status of 9-1-1 in the country? a. b. c. d.

Richardson Order King County Hatfield Report Wagner Act

4. A secondary PSAP is defined as: a. A PSAP that answers 9-1-1 calls for a single governmental jurisdiction b. A PSAP that answers the initial 9-1-1 call c.a local government entity d. Where the 9-1-1 center transfers the initial call to

a. National Information Exhange Model (NIEM) b. Service Order Input (SOI) c. MSAG d. FEMA PAGE 16

. d . 4 a . 3 c . 2 c. 1 : sr e w s n A

SPECIAL FEATURE : MPD FAMILIES

TADARIO & SHAYLA HOLMES

Tadario and Shayla Holmes have been married for sixteen years. Tadario is an MPD officer assigned to the COPS unit and Shayla is a police radio dispatcher. They have five children.

MET IN THE PST PROGRAM

MARRIED YOUNG After one year of dating, they

FO C USED ON FAITH & FAMILY

In 2003, they were both

married in 2005 , while still in

Shayla states that the couple

police service technicians

the PST program. Tadario

is inspired by God. Their

(PSTs) with the Memphis

returned to the academy to

family worships at True

Police Department. PSTs

become a police officer,

Prophetic Ministries Holiness

work accidents and conduct

while Shayla transitioned to

Church. When asked how

traffic control.

dispatch.

her faith plays out at work, Shayla responded, " My faith increases my awareness and respect of the core values of the job."

ANSWERED PRAYERS We were first introduced to each other over the phone by a friend of his, who happened to be my cousin. Tadario was a young preacher and prayed to GOD for a wife shortly after starting his career with MPD as a PST. His prayer was, ‘GOD send my wife, and if the time isn't now, then just let me hear her voice…’ My female cousin, his friend knew that he wanted to be married at an early age, so she suggested to both of us that we meet because we both reminded her of each other. Well, my cousin once introduced us on the phone with one another, and we both were extremely busy at the time of the phone calls, and we both agreed to reach out to my cousin later for each other's number. Well, days turned into weeks, and neither of us got back in touch with the other. Weeks later, we both contacted my cousin at different times, and were informed that the other had begun a relationship with other people.

About a year later, I joined MPD and became a PST. I never knew that Tadario was a PST, nor did I know he worked for MPD – we never held a conversation. Not knowing who he was, Tadario was assigned to train me as a PST in the field. While at work one day, I received a call from family members who informed me that my grandmother had just passed away, and that the doctors were having no success in their attempts to resuscitate her. I immediately began crying in the PST car while Tadario was driving. He asked me what was wrong and I told him what was going on.

Then he asked me if I believed in miracles. I looked strange for a minute, and then I said yes.

Tadario immediately pulled the PST car over, and began to pray to GOD to allow my grandmother to live and to guide the doctors in their efforts to resuscitate her. About ten minutes later, I received a second call from my family member. She said that my grandmother has been revived by the doctors. I was amazed that it happened so quickly after prayer. Tadario drove me to the hospital to see my family. Later that night, I told my female cousin that my partner at work prayed for a miracle right before this happened. She asked, what's his name? I told her, Holmes. She asked, what's his first name? I told her that I didn't know because we only addressed each other by our last names. She then began to tell me: ‘That sounds like Tadario. If his first name is Tadario, that's the person I attempted to introduce you to a year ago. So, I was excited and nervous to go to work the next day and ask Holmes his first name. I saw him in the PST hallway of the old Traffic office on Union, and asked: “Holmes, what is your first name?” He answered, “Tadario. Why?” I stood there in a daze and in awe. I asked: “You don't know who I am, do you?” He then looked at me in with his mouth wide open and said, “I think I do.” Then I asked, who? He replied: ‘my wife.’

IT ALL WORKS OUT I didn't really want to be a police officer and my husband didn't want me to become one either.

Tadario spoke with Major Sullivan, who at the time had a wife that was a dispatcher, Amy Sullivan.

She gave me a referral. I applied and it was two years before I heard from Communications. In the meantime I started the process of going back through the Training Academy to become a police officer. I did not pass the shooting and was separated on a Thursday, two weeks before graduation.

The next day I found out that I was pregnant and the following Monday I was called to interview for the dispatch position. It was all GOD! My husband always wanted to be an officer, so once it was time for him to go back through the Academy he was excited. He easily passed everything.

Oh, What a Day !

Tadario and I get up and get ready for work. When we're almost done we make sure that the four older boys are prepared for virtual learning. By then, my mother in law is home with breakfast for the children. We wake up the baby and get everyone fed. Tadario leaves first and I'm

What advice would you give other couples?

Pray together and do NOT put people in your business. - S. Holmes

right behind him headed to Flicker. On the way to work we pray and talk on the phone. Once I get to work, I prepare myself for the work day. Throughout the day, I keep in contact with my sons about their school work to

What do you like best about being an MPD family ?

ensure they are staying on task. Once we get off of work, if I'm not drafted, I will sometimes stop and grab food but most of the time Tadario will prepare our meals.

We understand one another. When

After dinner, we spend a little family time together, then

either of us are stressed about the job,

it's time to prepare the boys for bed.- Shayla

we are able to relate. We are also able to teach our children based off of things that we see and hear and have them to be more aware of their surroundings.

- S. Holmes

 Preventing Telecommunicator Tunnel Vision When: February 25, 2021 110:00AM - 4:00PM EST In this workshop, participants identify and discuss common problem areas that our telecommunicators experience in the performance of their duties. You'll learn tips and tools that help you identify and correct problems to ensure your team members succeed. Whether it's in-the-moment issues like freezing up when CAD doesn’t work or when addresses do not validate, or systemic issues such as failure to follow protocols or errors resulting from inflexible QA questions, you'll get the training resources you need to get (and keep) your call takers performing at their very best.

Human Trafficking Preparedness for the 9-1-1 Professional When: February 22, 2021 Time: 9:00AM - 5:00PM (CT) Human trafficking is perhaps the fastest growing crime in our nation. Despite media awareness in recent times, human trafficking is almost hidden in many circumstances. It manifests itself in unimaginable ways and is growing at an incredible pace. According to Polaris, the global leader in the fight against human trafficking, more than 49,000 cases of human trafficking have been reported to the Human Trafficking Hotline in the last ten years. It is estimated that the total number of victims nationally reaches hundreds of thousands. In this full day course, Tina DeCola, from Las Vegas Fire and Rescue, will teach 9-1-1 Professionals and Field Personnel critical factors about human trafficking, its link to other heinous crimes, and resources to aid them in these calls. Awareness and preparedness for this evergrowing threat is key to identifying victims and traffickers.

TRAINING CLASSES

A Victim’s Plea; Meeting Expectations When: February 23, 2021 Time: 9:00AM - 5:00PM (CT) In this full-day course, students are exposed to a riveting, emotional roller coaster of critical 911 failures that occurred the night Denise was kidnapped, raped, and murdered. Nathan Lee, founder and President of the Denise Amber Lee Foundation, and a 911 professional tie together the elements of the Denise Amber Lee tragedy. A positive and uplifting presentation, students will learn of the obvious failures that day to the more in-depth concepts such as leadership, hiring, training and encouraging employees in a communications center.

Hope in the Midst of Chaos: The Las Vegas Shooting When: February 26, 2021 Time: 9:00AM - 5:00PM (CT) Quiet turned to terror the evening of Sunday October 1, 2017 at the Combined Communications Center of Las Vegas. A lone gunman had opened fire on the Route 91 Harvest Music Festival, on the famous Las Vegas Strip, where 22,000 concert-goers were in attendance. Calls poured into the center as people were running for their lives. From gunshot wounds to trample victims, misinformation to scene safety issues, Matt Grogan from Las Vegas Fire and Rescue discusses his experience that evening the lessons they learned from this event, and how you can prepare and adapt for a new normal.

Note: All classes are virtual and must be attended on your own time. To sign up for a class, contact Manager Heaston, Rogers or Lovejoy.

ECB managers, will pass your information on to Ms. Sue Robinson, Shelby County 911's Public Education Coordinator who will enroll you in the course.

FEBRUARY 2021 | ISSUE SEVEN

Brad Stevens PRD Brad Stevens started working at the ECB in 2018. He moved to Memphis just for this job. In two years, Brad has grown fond of his new city and his new career in 9-1-1.

FROM CHI-TOWN TO M-TOWN

by Nikkita Pittman Many of us remember the struggles we endured during the application and training processes: the repeated trips to the academy for testing, the months of being taught and re-taught, the worries and the doubts. But for Brad Stevens, beginning his career in dispatch posed completely different challenges.

Brad is well-liked and loved among his peers and colleagues and many agree that he has developed into an excellent dispatcher. Brad’s father was a dispatcher at a military base north of Chicago, but Brad found himself unable to join the military because he’s diabetic. A Chicago native, Brad learned of the job opening in dispatch in Memphis from his brother-in-law, Alexander Fleites, who now works at Appling Farms Station. The suggestion came during a period in Brad’s life in which he was searching for direction.

Brad cites that the biggest challenge he faced when applying was the repeated trips to Memphis from Chicago for the various steps in the hiring process. “At the time I was working two full-time jobs and had to make five separate trips down here for everything from the initial interview to fingerprinting to testing to medical clearing. Getting the time off of work from both jobs and then driving- or sometimes taking the Greyhound busdown here over night was exhausting.”

PUTTING DOWN ROOTS In 2019, Brad and his fiance Samantha purchased a home in Cordova.

The couple planned to marry last year, but postponed their wedding due to COVID. The new date is August 2021.

Despite the frequent trips, Brad had no difficulty

His biggest adjustment has been the slower pace

during the testing process. However, he found the

in Memphis compared to Chicago. He also finds

training process to be more challenging. “Unlike

Southerners to be much friendlier. “In the two

the majority of my classmates, I did not grow up

and a half years I’ve been down here, I’ve had

down here, so I really struggled with learning the

more random conversations with strangers at the

street names and the areas. I did not have the

store than my entire life living in the Chicago

advantage of knowing where Midtown was or

area.”

where businesses were located. I also couldn’t pronounce the streets, so when taking calls, I

Overall, Brad has found working in the 9-1-1

would misspell them regularly. The southern

industry to be “interesting.” Because he struggled

drawl also made it hard to understand callers at

with the monotony of previous jobs, he finds the

times.”

life of a dispatcher to be exciting because “there is never a boring day.” On the down side, Brad

As a new employee, Brad found the culture in the

says the number of child abuse calls he’s taken

Bureau to be very intimidating. However, when

has been disheartening and he strongly suggests

he came onto the floor, he found the

parents never leave their children with someone

preconceived notion that most of the dispatchers

who isn’t family. So what’s next for B-Rad? He

do not get along and that arguments were

says he’s unsure. “My fiancé is getting home-sick

frequent to simply be untrue. “Of course, there are

and she wants to move back to Chicago, so that

coworkers who do not get along and people

very well could be in the cards. I imagine in the

argue,” he stated, “but that is standard for any

next five years, we could be back closer to home."

profession. In training, the floor was made out to be an everyday battle, but in my experience, it is very relaxed the majority of the time.”

"9-1-1 is very interesting. I enjoy it because there is never a boring day. In previous jobs I struggled with the monotony of doing the same thing over and over. As a dispatcher, there is something new and exciting every day. In this job you cannot afford to not be paying attention." - Brad Stevens

WOMEN IN 9-1-1 BLOG

SAMI POHL: HOW TO 9-1-1 Sami Pohl is a telecommunictor in Loveland, Colorado and the co-host of the public education podcast How to 9-1-1.

Sami saw an issue, she then presented a solution.

When I began my 9-1-1 career in 2018, I felt like I didn’t fit in with my PSAP’s culture. There was a lot of negativity, complaining, and it seemed like people were resistant to change. I understand that as a dispatcher, there are many things that are not in my span of control. However, I believe that there are

Mindful Reflections

How can I become a better dispatcher and serve my community, if I get frustrated with callers over things they don't understand?" - Sami P.

many more things we can change, to make this job easier not only for us, but for our callers.

During training I discovered that the public didn’t have a clear understanding of the reasons to call 9-1-1 nor did they know what to expect when dialing 9-1-1.

There have been countless times that we’ve all thought, “ Did you really just call 9-1-1 for that?"

I began to realize that we shouldn't blame the public for what they do not know. As children we are only taught to call 9-1-1 in an emergency and that is important to know your address. We are not taught that the operator can coach you through CPR if needed or that we will be asked questions about the details of the incident. There is not an Emergency Call 101 class to teach these concepts; at least, not that I’m aware of, because that would be cool.

Two years into my career, I still love being a dispatcher. I am amazed by all of the things we are able to do in an emergency situation. How can I expect the citizens we serve to understand if I'm still learning things myself? How can I become a better dispatcher and serve my community, if I get frustrated with callers over things they do not understand? Sure we can educate people while on the phone, but in the time of an emergency, how much of that information will be retained?

I began to ponder how I could help educate the public, more specifically my local community about 9-1-1 operations.

Takeaway: Just because you're new, doesn't mean you can not make an impact.

Sami Pohl : How to 9-1-1 Podcast WOMEN IN 9-1-1 During training at my current agency, I began regularly listening to podcasts. I would listen during my commute to and from work. I found excuses to almost always be listening to some podcast and I was intrigued by how many topics were covered in the podcast world. A spark was lit and I thought about starting my own podcast.

I just didn't know what I would talk about.

What am I so invested in and so interested in that I could consistently create compelling content?

I went into work the next day still thinking about a podcast venture. My trainer, at the time, was an amazing dispatcher who had been on the job for over a decade. Erica is someone who I truly admire because she was full of so much knowledge and didn’t hold a bitter attitude towards the job. She also put up with the questions I had every five minutes. She is a huge fan of public education. She is a frequent speaker at our Citizen’s Police Academy and manages booths at other events geared towards public education and 911. I figured, if anyone knew how to engage the community, it was her.

So, I asked her, “Erica, what if I did a public education podcast, about 911?”

To my delight, Erica was super excited about the idea! Next, I made a proposal to make it a work related project. Included with my proposal was a list of everything I would need and episode ideas. I submitted it to my supervisor. My proposal was vetted through the proper channels and ultimately approved. I didn’t want to host a podcast on my own, and I knew exactly who I wanted to co-host it with me. Erica was just as excited to join this endeavor.

How To: 911 was born and premiered on April 1st, 2020. We have episodes every 1st and 15th of the month. I didn't anticipate that people would listen to it, let alone people outside of our community----but they have!

"I didn't anticipate that people would listen to it, let alone people outside of our community, but they have!"

We currently have over twenty episodes available on all major platforms. My favorite part of having the podcast, besides recording, is managing our Instagram. Through social media, it is so easy and fun to find and connect with other members of the 911 community, as well as just the community in general.

This does not close the gap of public education, but it is a start. As much as I would like to tell everyone who calls 911 for something that isn’t truly an emergency---to listen to my podcast, I don't. That probably wouldn't go over well with my supervisors, anyway. I just hope that slowly the community will be able to see better as to what it is we do, rather than rely on movies and TV shows. My desire is that as I learn and grow more into my job, that the community grows with me.

That’s all I can do, for now... and that's okay.

FROM THE FLOOR

WE NEED IN-SERVICE PRD Antonae Parker

"It's 2021 and the chorus right now in

So what do we do? I have talked to

the Bureau is, "We need in-service!" I

other dispatchers who agree that the

thought I would never see the day

reason for some of the friction on the

where my coworkers would be asking

floor is due to bare minimum

to go to class to learn more about policy

interviewing, poorly written calls

and procedure updates, but there is so

lacking vital information, and

much miscommunication in

mismanaged dispatching. On a positive

Communications. It's a fact: we aren't

note , I think that our Training

having roll calls right now and policy

Supervisor Margaret Stiger is doing a

updates are being rolled out almost

wonderful job with making sure the

weekly. Some supervisors have

trainees are coming out of the

discouraged group messaging about

classroom with the required basic and

policy, even in a professional manner.

fundamental knowledge.

ERCO's and call takers are more left out of the loop because they were not

All in all, the continuing education of

required to attend roll calls even when

ALL employees in our bureau is of the

they were being held. Its important for

utmost importance. Policy is in place to

us to have in-service regularly so we can

help each employee minimize liability.

have an avenue to ask questions,

We all depend on one another

discuss caveats, and generate a

professionally to do our best; as the call

common understanding. There are new

taker forms the call, the dispatcher

call types and subtypes that have not

relays the information, and the officers

been taught and are not in policy.

respond. In-service is a necessity to

Policy interpretations differ from

provide quality service to the citizens of

supervisor to supervisor when

Memphis and should be treated as

asked.The issue of us not having in-

such." - A. Parker

service has always came down to the most basic issue common amongst communiction centers: staffing.

FEBRUARY 2021

WWW.FRAMEMAG.COM |Â 20

TRAINING UPDATES

HIRING, IN-SERVICE & PROFESSIONAL DEVELOPMENT Sean Lovejoy

By Sean Loveyjoy, ENP, RPL Manager - Training & Quality Assurance Welcome to 2021 from the ECB Training Team! I can’t wait to see what lies ahead this year, but first, I’d like to start with a brief recap of 2020. In the height of the COVID pandemic, we were still able to hire 3 PRDT classes and 27 total employees. As of the end of January, we still have 19 of these PRDTs in some phase of training. In the next couple months, many of them will be approaching their rotation and release phase. If that is you, good luck and know that we are all rooting for your success!

Keeping our foot on the gas, we will be starting another hiring process again in early spring.

We remain committed to fully staffing the ECB, but we are doing so with a targeted approach to find the most qualified candidates for the job.

If you are a newly hired employee, I hope you know that we hired you because you fit that description. If you just recently made probation, I hope you know that we retained you because you were the best. If you are a tenured employee, I hope you know how much your continued service is appreciated and valued.

As always, I encourage everyone to explore the additional certification opportunities that are available to you. The RPL and ENP programs are great ways to build a foundation for the future and will provide value added benefits throughout your career. Just a reminder, not only are the cost of the programs covered at 100%, eligible employees can receive a yearly financial incentive up to $500!

On a separate note, annual inservice training WILL be coming. I know many of you have asked for it for a long time, and I assure you it is close! It is currently in the development stage, and will be implemented soon. It will cover customer service, call-taking and formulation, radio etiquette, liability, and so much more. The course will be informative AND interactive! We will start off with an 8-hour course, and then use your feedback to modify and expand it for subsequent years.

You are the real heroes of Public Safety, and no one can ever replace you. It is my sincerest hope that each of you remain safe, healthy, and happy in 2021.

TRAINING UPDATES

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psap pics 1. T r a i n e r A s h l e y R e e v e s gives her new trainee a tour his first day on the floor.

2. T a r r a s h e a S i m p s o n brings joy to Alpha Shift with freshly popped popcorn.

3. J a m e t a Y o u n g w o n t h e Corks of Christmas Past. Her winning guess was 98!

February 2021

Union Updates with Mendi Shull

Last month, thirty-nine ECB employees who were hired between January 1, 2009 and June 30, 2016 were offered the incredible opportunity to opt back in to the city’s defined pension benefit. Although we would have loved to have seen our newer employees receive the same option, we are pleased that at the very least, the benefit was returned to those who were initially hired under the plan. As a pension is truly rare to have in this current economic climate, we are hopeful that the majority of you will stay and take full advantage of its lifetime benefit.

On another note, I would like to remind everyone that we will soon begin negotiating with the city on the content of our entire MOU. This is a lengthy process that only occurs every four years and allows us to make needed modifications to the entire MOU rather than just wages. We encourage you to be involved in these matters as they directly impact you as employees, so if you would like to see any changes and/or additions to existing language, now is the time to send in your ideas!

Our preliminary discussions with management have been promising and we are hopeful for changes that will benefit all ECB employees.

Lastly, due to COVID restrictions, we have temporarily suspended our monthly membership meetings at the union hall. If there is enough interest in doing so however, we will continue to schedule meetings for our ECB employees only. Please let me know if that is something that you are interested in so that we can plan accordingly. Thank you!

Mendi

Mendi Shull, Union Leader

FEBRUARY 2021

EDITOR'S NOTES

ISSUE SEVEN

We hope you enjoyed our " LOVE" issue. It was filled with our co-workers who love their partners, love their families, love their jobs, love training and yes, love each other.

CALL FOR SUBMISSIONS

If you have comments, questions or want to clarify something you read here, please do so. We not only

We need more regular contributors. If you have

welcome supportive comments, we are open to

been here at least fifteen years, please become a

corrections and critical feedback as well. We've

historian. Share an interesting history moment. The

made changes and run stories based on the

history moment should be something that will make

suggestions we've received from our readers. If

newer employees say " WOW" and older

there is something you want to add or you think we

employees reminisce. If you take part in any professional development opportunity- a class, course, conference-- tell us about it. What did you learn that you can bring back and share with us all?

Do you have a co-worker that has accomplished something amazing, has a special talent or that you believe needs to be recognized? Speak up and tell us what they've done. Supervisors and managers, we need your Leadership Lessons. Trainers, we need your training tips. This publication provides an opportunity for us to share the good news. Even if you've made a submission in the past, you can contribute again. If you have quality content---we want it. Don't be afraid to share your ideas and thoughts.

WE WELCOME FEEDBACK We received several positive reactions from SPRD Wortham's History Moment from the Jan 2021 issue. Here is one of them: "This has been one of the most delightful issues thus far. The articles were very well written and interesting. I especially enjoyed the article from SPRD Wortham. Keep up the good work, I look forward to reading the next issue. "- Kandace Booker

may be missing the mark on, let us know. It's just that simple.

SPECIAL PROJECTS : IN IT TO WIN IT APCO called for nominations for their annual PSAP awards. They have several categories. A few of us have been working together on a submission for the categories of Trainer of the Year ( Charlotte Hardy) and Supervisor of the Year ( Deranecque Rogers). Manager Rogers has really supported me throughout this newsletter project. She listens to my ideas and keeps me grounded, when I may try to turn the publication into TMZ instead of ECB. " Keep it professional" is what she tells me. She reviews the content and makes sure we produce the most professional product possible. She encourages me when I'm not having the best day. She will give me a minute or two to vent before she kicks me out of her office because the calls are in queue. And I've seen her do the same with others. After you review the nominations, if you have anything you want to add, any story to share that will improve our entries, please share it. If either of them win, it will be a win for our PSAP, a win for us all. I want them to win.

Erica May

They so deserve it.

FEBRUARY 2021

PROFESSIONAL DEVELOPMENT

Be The Difference Virtual Conference /Feb 9-11 / FREE hosted by the Denise Amber Lee Foundation

This conference will help you realize how you can Be the Difference every single day/night, every single shift, every single call. The choice is YOURS to Be the Difference.

The conference will feature 23 speakers over 3 days, with over 19 hours of potential continuing education training hours. It is totally FREE! For more information and to register go to deniseamberlee.org/en/BTD

Take advantage of opportunities to connect with the Greater 9-1-1 community. Get involved beyond our PSAP. Learn more. Do More. Be MORE! NENA's Women in 9-1-1 (WIN) Alliance empowers women in 9-1-1 through leadership development, education, networking, and mentoring opportunities.

WIN's Objectives

Promote diversity in NENA and the 9-1-1 profession Provide mentoring and training opportunities Promote achievements of women in 9-1-1 Serve as a venue to share experiences and insight Develop a network of women and allies that harnesses the power of community to achieve shared goals.

To join WIN and become a mentor or connect with a mentor go to nena.org