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

September 2021

ECB MONTHLY Official Publication of the MPD Emergency Communications Bureau

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

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

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

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

TRAINING PROGRAM NEWS

ECB MONTHLY SEPTEMBER 2021

6 BEHIND THE BADGE Learn more about Assistant Chief AC Crowe and MPD history.

10 DISPATCHER OF THE MONTH Alpha Shift's Tondra Taylor-Hailey takes home the honor.

12 APCO CONFERENCE RECAP See all the action from ECB team members that attended APCO 2021 in San Antonio.

20 FIRE MUSEUM EXHIBIT The Memphis Fire Museum is unveiling a brand new exhibit honoring the history of Memphis Fire Communications.

24 ECB MONTHLY TEAM Mike Spencer, Chief Administrator Deranecque Rogers, Editor-in- Chief Erica May, Editor Sam Stamper, Contributor Linda Hollingsworth, Contributor Tiffany Whitaker, Contributor

GRANDPARENTS DAY

Check out the precious grandbabies of 9-1-1

34 HEALTH & WELLNESS Mendi Shull shares how to recognize and combat Compassion Fatigue

Hello ECB Family,

I know staffing is challenging right

My sincerest thank you and

now as we continue to look for ways

appreciation for the job you are doing.

to improve hiring, training, retention,

We have 25 new co-workers that

and bonuses. Thanks again for all the

started Monday August 30, 2021. I

time and sacrifices you are making to

would like to welcome all of them to

keep our Officers and citizens safe. It

one of the most rewarding careers in

does not go unnoticed and it will

the world. Please take a moment to

never be taken for granted. Being

make them feel welcome as you see

short staffed is not isolated to this

the new faces in the building. This is

industry but we know it affects this

our largest class to date and as many

industry different. Being shorts

of you know, we are actively

staffed doesn’t mean sales will go

recruiting trainers. We are asking for

down, it means public safety services

everyone to play a role in helping our

are impacted. We are doing

new employee’s feel welcomed,

everything we can to minimize the

supported and comfortable. We all

negative impact. We are about to post

know how we felt walking in on the

the Dispatcher job again for the next

first day, answering the first call,

class in January 2022. Hiring is only

working our first radio. Even if you

limited by the number of applicants

are not training (you should be) make

and the number of trainers. We are

sure you are helping and offering

hiring our largest class yet because

encouragement at every opportunity.

many of you stepped up to train and I thank you for that effort. The 25 we

I know staffing is challenging right

hired August 30th were the only 25

now as we continue to look for ways

that made it through testing and

to improve hiring, training, retention,

backgrounds out of 500+ applicants.

and bonuses. Thanks again for all the

We plan to hire another 15+ in January

time and sacrifices you are making to

2022. We will not let up on posting,

keep our Officers and citizens safe.

testing, hiring and training until we are full staffed.

PAGE 4

FROM THE ADMINISTRATOR'S DESK

Mike's Message

The knowledge is great, but the

APCO 2021 CONFERENCE I attended the APCO Conference last month and it was exciting to see our very own Manager Deranecque Rogers recognized at the National level for Supervisor of the Year. Manager Stiger received her CPE certification on stage and several other MPD ECB employees’ names were seen on the screen/stage for RPL completion including: Linda Hollingsworth, Julia Robinson, Patricia Wright, Beverly Wolfe-Davis (retired), Karen

networking opportunities are even better. While preparing or attending these certification courses you will meet people from across the Country that have the same challenges. And through those conversations you may find some solutions that may work well for our agency or citizens. We are going to purchase plaques to display employees’ names who successfully achieve these certifications. You are joining a select group across the Country and it should be highlighted.

Armstrong, Karonda Kirkwood.

There are several things on the

I can’t stress enough how big this

focus for now is hiring, training,

industry is and how exciting it can be to pursue the different professional certifications offered in our industry.

ENP, RPL, CMC, CMCP and CPE are just some. And remember that you get a bonus each year you carry the ENP ($150) and RPL ($350) certifications.

What am I talking about?

I never hesitate to tell the people I come into contact with about the great things going on in Memphis. Yes, we have our challenges like every place else, but we are still getting the work done.

horizon for the MPD ECB but the staffing and our employees!

- Mike

Behind the Badge with Assistant Chief Don Crowe

I have been a Memphis Police Officer 33 years.

To put it in perspective, when I joined MPD, the training academy was located at 79 South Flicker.

That's right, today's ECB was the Training Academy. I sat right about where the Appling Farms Station Dispatcher is stationed. Our gym was located where OEM is now. We used the Sheriff's Department gun range and driving track at Shelby Farms. We were issued six shot .38 special caliber revolvers. Our radios stayed at the precinct at the end of the shift. The squad cars did not have AM or FM radios and a wire fence like cage separated the officers from the prisoner compartment. Our offense reports and crash reports were one-page documents. The city was divided into 4 precincts. North, South, East, and West. Those were huge precincts and huge wards.

We learned early to trust and work with dispatchers. We were taught to accept an assignment from a dispatcher like it was coming from the Director. Back in those days, the dispatchers were busy. We did not have computers or handheld devices. We ran every tag on our primary radio. You would wait in line on Station B for thirty minutes or more to get a warrant check or a driver's license check. Dispatchers like Joy Still, Wanda Dodd, Anita Bennett, Molly Tracy, Wally Bratcher, Greg McGaughy and Greg Hudgens kept us alive and we would do anything for them. We knew them by name, and they knew us by name. It was a mutual respect, a connection that cannot be described. If they asked, "Can you clear?" we knew they needed us.

They knew we would not hang out on calls and would get in service as soon as possible. We took pride in handling our ward and keeping other officers out of our wards. I listen to my radio all day and most evenings. I still hear dispatchers doing amazing work. Let's put it this way: I appreciate and admire the dispatchers so much; Incredible people doing a never ending and thankless job.

The Assistant Chief runs the day to day operations of the Memphis Police Department. When Chief CJ Davis asked me to be Assistant Chief, I was nervous. It does not matter your age or your rank, you become anxious when you step in a new role. Following Director Mike Ryall is like following Bear Bryant at Alabama. It is big shoes to fill. (Can anyone name the coach that replaced Bear Bryant?)

Thankfully, Chief Davis, Deputy Chief Hampton, Deputy Chief Hardy, Deputy Chief Shearin, Deputy Chief Hines, and Deputy Chief Wright all work together so well and have helped so much. It is really like MPD has six Assistant Chiefs.

Working with Chief CJ Davis has been invigorating. I hope everyone finds the opportunity to meet her and talk with her. Chief Davis is a very dynamic leader. She has a great understanding of the profession.

She understands the balance of the needs of the public and needs of the officers. She understands that crime reduction is more than the police's responsibility. While working with Chief Davis, I have learned the phrase crime reduction is like a stool. A one-legged stool cannot hold the weight and balance on its own. It takes a four-legged stool to hold the weight and maintain balance; Police, other government agencies, community, and businesses all working together.

Working with Chief CJ Davis has been invigorating. I hope everyone finds the opportunity to meet her and talk with her. She is a very dynamic leader.

- Assistant Chief Crowe

Out and About with Chief Crowe

DISPATCHER OF THE MONTH

TONDRA HAILEY In addition to working for Communications, PRD Hailey also runs a successful event/wedding planning business, Beautiful Expressions Event Planners.

October will make 24 years of service for PRD Hailey and she is looking forward to retirement. " I have worked since I was 16 years old and am looking forward to not having to do anything --unless of course I want to."

What is your most memorable call?

My most memorable call was my second year (1998) with the department. A father called because his apartment was on fire and he could not get to his newborn twins. It was like I was experiencing his heartbreak with him (my twins where at home with my parents) and had to hold my emotions inside. That call has stayed with me all these years. It taught me to value my family and to take care of everyone else’s while I’m at work.

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

Embrace the positive aspects of the job, look at what you can bring to the bureau.

Take every Opportunity to learn from everyone you encounter, even if they are not trainers (everyone has something to offer to make this journey easier) and lastly be open to receive and kind you never know who you will need. Some callers (and Officers) will just be difficult, but overall take yourself out of the equation and give them the compassion you would want for yourself and your family

Who are your friends at work?

I have developed several friendships in the department which I would consider true lasting friendships. However my dearest friend is Karen Ollie. We started this job 6 months apart and have been the best of friends and neighbors for over 20 years

The Dispatcher of the Month recognition program is coordinated by SPRD Lorna Griggs.

BEHIND THE SCENES EMPLOYEE OF THE MONTH Have you ever wondered how the ECB's Dispatcher of the Month is selected or how the program started? Well, in this issue we catch up with Bravo shift Supervisor, Lorna Griggs, who coordinates and runs the recognition program.

The “Employee of the Month” Program is designed to recognize those employees who are exceedingly doing a great job and going beyond the scope of their regular duties for the benefit of the Emergency Communications Bureau. They are seen as the leaders of the bureau that result in efforts that support the organization’s goals and values. In recognizing these worthy employees, it reinforces positive behaviors, positive attitudes, efficient practices, high morale and actions that result in better performance and improves productivity.

This promotes positive growth in the integrity and responsibilities of the Bureau.

I was given this challenge in January 2017, and was a little hesitant as to how to grow the program. So I went to employees and asked them, ”What do you want to be recognized for?” After receiving positive feedback, I pursued this challenge and have come to love the process and recognizing employees. This also helped me in “showcasing” employees by writing more positive OBR’s for employees of all shifts.

The awards are directly tied to common values, to include integrity, accountability and character. The employees will feel pride and acceptance when they are recognized for their achievements, no matter how small. This opportunity is for “all” employees.

I have heard some employees say, “I will never be nominated. They reward the people they like....” We encourage them to strive for greatness. In my opinion, every employee deserves to be recognized.

SELECTION- Shift supervisors are responsible for nominating a member of their shift. When all the nominations are received, the EMPLOYEES cast their choice by voting on anonymous nomination letters. The vote is rotated each month by a different shift.

I have seen our employees appreciation when they receive their plaque, recognition certificate, gift card, and the month of special parking privileges.

There is pride in being honored in roll call and even brought up front to give a speech or just a smile.

This reinforces our appreciation for them and by just saying “Thank You” which we sometimes forget, is powerful and gratifying.

We also celebrate the other employees who were nominated, they are given an “Honorable Mention” certificate that displays our bureaus core values.

We display our yearly plaques in our 2nd floor lobby and at the end of the year, we showcase our “Dispatcher of the Year” as the centerpiece.

I am very enthusiastic and very excited each month to recognize our awesome employees and with the help all of the shift supervisors who have submitted amazing nomination letters (smiling), this program has been a great success!

- SPRD LORNA GRIGGS

The APCO Executive Committee presented awards to top performers in their jobs for 2020 and 2021.

ECB's very own, Manager Deranecque Rogers, was chosen as the APCO Line Supervisor of the Year for 2021.

ECB Manager Margaret Stiger walked across the stage to receive recognition for her successful completion of the Certified Public Safety Executive (CPE) program.

Her Mom was there to witness the moment.

"I am most thankful to my peers who provided their input in the submission."

ECB Managers in the Spotlight!

It was a privilege, as always, to attend the APCO 2021 conference. Not only did I gain additional knowledge and insight, meet and connect with great people, and enjoy the atmosphere; I also had the honor of representing the MPD Emergency Communications Bureau as APCO's Line Supervisor of the Year. Walking onto the stage to receive the award was the highlight of the conference for me. Out of multiple nominees, I was selected.

However, it was more than the act of being chosen, it was the submission written by my peers that made the award more surprising and more gratifying. I am most thankful to my peers who provided their input in the nomination submission. You made this happen. I can honestly say that reading the responses was truly heart warming. After attending 2 conferences this year, I can truly say I am renewed. I am encouraged. I am elated and ready for change.

- Deranecque

Attending APCO 2021 in San Antonio, TX, was a chance to meet likeminded people and industry peers. I had a chance to meet people from all different geographical areas who share a common field and it's a great way to meet extraordinary people. Some of the highlights with attending this conference is getting to see new types of equipment, brainstorming, informal networking, and making vital connections that can lead to new ideas and trends in our profession.

I attended 13 sessions with phenomenal speakers who shared their challenges and the different strategies used to to achieve organizational success. They shared masses of information on topics that included Skills on Building & Strengthening Morale, Interview Skills, Preparing for a Crisis in the Communications Center, Professional Development, Bad Apple Syndrome, Managing A Multigenerational Team, Bringing Your Whole Self to Work, and one speaker who shared her personal story as a dispatcher with a PTSD Injury. Interaction from other participants and discussing these topics with great, quality recommendations, was reinvigorating and rewarding! ~PRD Linda Hollingsworth, RPL

CONFERENCE REFLECTION

by Charlotte Hardy This year I was a new attendee for the APCO Conference held in San Antonio, Texas. I was invited to the conference after being nominated for the 2021 APCO Trainer of the Year. I did not receive that award; however, to be nominated by my own supervisors, peers and past trainees was nothing short of an award itself! I was humbled, pleasantly surprised and still am. Thank you.

The conference was well thought-out, organized and successful. The APCO Executive Committee and the Conference Committee ensured the entire event went smoothly and was beneficial for us all. The events were massive due to the number of participants and visitors of the Henry B. Gonzalez Convention Center. In addition to the APCO App and the Program Guide (book), APCO offered online streaming so that others could enjoy the sessions at a later time and date. The Exhibit Hall was open for two days and there were a total of 241 exhibitors. It was easy to get completely off task with all the exhibitors but prior to their arrival we were taking classes hourly, breaking for lunch only while the Exhibit Hall continued bustling.

Most companies were able to present live demonstrations. Hexagon was very impressive and as a team we viewed what their CAD system had to offer. Our Administrator and Technology Manager Dewanda Montague had a few questions for the rep conducting the live demo and he was eager to answer them.

Classes were broken down into tracks: Management, Frontline Communicator, Cybersecurity, NG911, and more, a total of ten. This enabled us to stay on a particular track that would be most beneficial to what knowledge we were seeking. I took too many classes to name but classes such as: Tools for Mindfulness for the Busy Telecommunicator, Conquering Stress from Worrier to Warrior, Basic NG911 for a Not So Basic Job and Active Learning were among my arsenal of informative classes attended. My favorite class the class taught by Kyle Plush's parents.

Some transportation was provided, everywhere you looked masks were on faces securely, and some part of the space was being cleaned and disinfected. Health & Safety plans were in place and eased your mind during this time of concern. There was a "Walk it out", challenge, (most of us walked between 10,000 & 15,000 steps daily), and we ended the conference with a trip to Sea World for all attendees, we had the park all to ourselves and enjoyed the fun outing.

All this and I haven't even shared with you the best part. Our newly promoted Manager, Margaret Stiger RPL, received her CPE (Certified Public-Safety Executive) credentials in the form of a pin. The CPE program is designed to focus on the skills needed to lead organizations. To put it in perspective, it is the equivalent of a Public Safety doctoral degree. Go Manager Margaret! Also ECB Manager Deranecque Rogers was nominated and received the 2021 APCO Front-Line Supervisor of the Year Award. Both Managers were awarded on the grand stage during receptions, and both have and will continue to represent our bureau well.

In my years of working as a Memphis Police Dispatcher, I have never attended a conference. APCO was my first and it was one for the record. To be in the midst of colleagues from all over America (and Mexico!) was an instant morale boost. The networking and classes of information that I was given was well worth the wait.

I look forward to more of us attending conferences in the near future, so that we will feel renewed, valued and empowered to bring our best to this job daily.

Answer the call to: be your best selves each and every day. continuously improve things to keep up with the latest technology. be the most positive-thinking 9-1-1 dispatcher or call taker you can be. be the most thorough and reliable first responder you can be. volunteer selflessly. be the most inclusive and helpful friend you can be. live each and every day to the fullest— carpe diem!

Charlotte and Linda with Ron Plush of the Kyle Plush Foundation.

The last class I took was emotional and was the most impactful. The title was "Answer the Call to be Your Best Self Each and Every Day." This class was taught by Jill and Ron Plush. Their family lost their young son due to an accident. However, the way the 9-1-1 call was handled was not the best.

They took this tragedy and have traveled to 9-1-1 Centers all across America to explain the importance of telecommunicators and first responders. They now advocate for us and inspire us to bring our best to this job daily. The Plush's award a Klye Plush Answer The Call memorial coin when a telecommunicator has taken an outstanding call. Our very own Charlie Shift CTS, Julia Robinson was awarded this coin in 2020 for her efforts during a 91-1 call. She brings her best self daily and on that day she brought 110%. It was a pleasure to meet the Plush's, a family who turned a terrible accident into an entire foundation and a knowledge base for all telecommunicators and first responders. Their selfless commitment to emergency workers is to be commended. I will never forget meeting them and hearing their son's story authentically from them. - Charlotte Hardy

She 's wea ring som e hi gh hee ls!

Does she look like anyone you know?

Her name is Halcyon Frank, the sister of former PRD Geneveve Frank.

He told her he wanted to take a picture with her.

Awesome Smiles!

Smile!?! Don't smile.

She has many carrying items.

Sea World was great!

He's providing valuable information. (it's the background for me)

We met this guy at the airport.

He hung around all week.

He did keep us laughing.

TRAINING UPDATES with

Manager Sean Lovejoy

NEW HIRES, NEW CTOS, NEW DISPATCHERS Hello ECB Family!

I bring good news!

" We went from 711 applications submitted to just 25 hired."

Mgr. Lovejoy

I know we have been saying it for weeks, but HELP IS FINALLY HERE. We have twenty-five new police radio dispatch trainees beginning their journey with the ECB. I hope all of you will take a moment to stop by the conference room at some point to introduce yourself, welcome them, and make them feel like they are truly a part of our team. We worked extremely hard to get them here, and they have excelled in every step of the process. I am excited for them to join us, and hope you all are as well. To show how competitive the pre-hire process was and how selective we are in who we hire, below are some numbers showing how they got here.

Applications Received: 711 Applications Completed: 490 Candidates Scheduled to Test: 311 Candidates Showed up for Testing: 273 Total passed typing: 87 Total Passed Critical: 55 Sean Lovejoy ENP, RPL ECB Training Manager

Interviewed: 53 Hired: 25

As you can see, we went from 711 total

In other news, work continues towards

applications submitted, to just 25 hired.

finalizing the curriculum for in-service.

We posted the job on April 27th and

Once that is complete, we will begin

started the class almost exactly 4 months later, August 30th. 4 months is lightning fast compared to some of the processes we had to endure in the past! We know that this group will not provide relief to our

scheduling everyone. Right now, the best option appears to be weekly sessions, most likely on non-changeover Fridays, with a few employees from each shift in each session. It’s been a long time coming, but it will be here soon!

staffing situation for a few months until they learn the job, but remember that

In addition to my excitement about the

every trainee that gets released, 2 existing

new trainee class, I am also excited about

dispatchers do not get drafted, EVERY

Supervisor Jeremiah King's stepping into

DAY. An incredible amount of time,

the role of the new Coordinator of the

energy, and money goes into training every person we hire. Just to give you an idea of the financial impact, in the first 6 months, we will invest well over $550,000 in this class of 25. That’s over half a million

Training Program. I'm looking forward to seeing what impact his ideas and experience bring to our training process.

Our seasoned trainers are still putting in work. That is why we have newly released dispatchers on the floor.

dollars! Although everyone isn’t a trainer, we can all be motivators. We owe it to the

In closing, we have faced incredible

Bureau, the trainees, and to the public to

challenges over the last 12-18 months,

put our best foot forward and strive for

both within the ECB, and in the world in

excellence.

general. I cannot thank you enough for the dedication you have displayed and

Speaking of trainers, I would be amiss if I didn’t recognize 6 of our newest CTOs for recently completing their 3-day certification course! Congratulations to PRD’s Amanda Davis, Jillian Graham,

the commitment you have given, day in and day out. Public Safety starts with us, and it couldn’t be done without you! Thank you for the sacrifices you have made, for sticking with us, and for continuing to be a part of the solution.

Ebony Jasper, Linda Hollingsworth, Jacob Maness, and Josh Edwards! I would also like to take an opportunity to congratulate

-Sean

PRDs Doris Carter, Shontav Walker, Andrea Neil, and Emily Beilstein for also being selected as CTOs! They will complete their certification course in the very near future.

They are joining the ranks of our other amazing CTOs who volunteer their time, experience, and mental fortitude to mold the incoming trainees into well-rounded and capable dispatchers.

page 13

by Tiffany Whitaker MFD Fire Alarm Operator III

There are a lot of new and exciting things happening in the Fire Bureau.

Memphis Fire Museum curator Bill Adelman, planners, and other members have been working tirelessly to identify and recognize several of the Memphis Fire Department employees for their great achievements and history making firsts.

This month, Memphis Fire is unveiling a new exhibit at the Fire Museum of Memphis. The exhibit will honor approximately 40 current and past members of the Memphis Fire Department. The following will be recognized from the Fire Communications Bureau: 1. The First Fire Alarm Office 2. CAD System, first for Fire/EMS in the USA 3. Virgie Watson will be honored as the first African American dispatcher and the first African American female to retire from the Fire Department with 25 years of service.

4. Sharlene Warren will be honored as the first African American female Senior Operator and the first African American female Watch Commander.

5. Laura Joy will be honored as the very first female dispatcher for Memphis Fire and the first female Senior Operator.

6. Carol Walker will be honored as the first African American female Manager of the Fire communications Bureau.

7. Gerald Wilks will be honored as the first African American male Senior Operator and Watch Commander.

The Fire Museum of Memphis is the Mid-South's hottest attraction.

It is America's Premiere Interactive Fire Museum. The Museum is located in the legendary Fire Engine House No.1 on Adams Ave in Downtown Memphis, part of the National Register of Historic Places.

MEMPHIS FIRE DEPARTMENT WATCH COMMANDER

GERALD WILKS

Gerald Wilks is the only honoree who is still a member of the Memphis Fire Department, Fire Communications Bureau.

We are excited about this new exhibit which will open on September 9th at 10:00 am.

We would love to have you stop by, walk around and read about the history of all of our honorees.

photo courtesy of Memphis Fire Museum Curator BIll Adelman

ECB PICS

Treats from the Streets.

Thank you Officer Boice! (Ridgeway Station)

He's saying something important

PRD Kalesha Nelson receives her Certificate of Completion after her 1 year probation and becoming a full-time PRD. Josh Edwards is on his way to becoming a certified Station B extraordinaire

PROFESSIONAL DEVELOPMENT NENA Emergency Number Professional (ENP) Study Group Have you wanted to take the NENA Emergency Number Professional (ENP) Exam? If yes, Here is your opportunity to prepare!

On Scene First is pleased to facilitate a bi-annual study group.

Fall Study Group Session: July 30, 2021 - October 1, 2021 Day / Time: Fridays from 2 pm - 3:00 pm eastern Sessions will be recorded and shared via the “On Scene First” YouTube Channel Fall 2021 Testing period: 10/2/21-10/16/21 Registration Deadline: 9/3/21 To sign up or to learn more visit www.onscenefirst.com

All sessions available for playback on YOUTUBE. Listen anytime! Even if you don't plan on taking the test in the near future, check out some of the sessions to see what it's all about.

SPRD Regina Webster with her grandchildren Noah & Yeshua.

PRD Tondra Haily aka MiMi

MiMi's Lambs Kerelle and Kristopher (I believe they are spoiled by their MiMi)!

Being a Grandparent is the best job in the world! You get all of the benefits with hardly any work involved. You love them, spoil them, and send them on their way. ~ Regina Webster The best thing about being a grandparent, in addition to the hugs and unconditional love, is seeing them grow. It’s also the hilarious moments of sharing stories with them about their parents growing up. My grandchildren are special because they energize me and I sometimes forget about my age. Our family vacations bring us together from different states each year to enjoy quality time together. Their attempts to help me understand “Tik Tok” and “SnapChat” is still a work in progress. It’s most heartwarming when they call to share their accomplishments or text to ask when I’ll be back to visit.

- Linda Hollingsworth #GrandsAreTheGreatest

When your Gdaddy thinks he is cool.

Marvin Pender snaps a selfie with his grandson, Darryl

Grandbabies of Katrina Towles: Ingred, 1 & Ishmiael, 3

Jameta Young with her new three month old granddaughter, Christina Grace.

Pam Pope with her granddaughter Tristen, 18.

SON OF TIFFANY GRANDBERRY

Mason, 7th Grade

Maxine Smith STEAM Academy 'S T LE !

GO

DAUGHTER OF EMILY BEILSTEIN

Kylee, 10th Grade Millington Central High School

SON OF ERICA MAY

Ian, Kindergarten Freedom Prep Elementary

NEW TRAINERS FOR THE NEW CLASS Jessica Lentil, ENP of Germantown Police Department led a three day CTO certification course. ECB team members Josh Edwards, Ebony Jasper, Amanda Davis, Jillian Graham, Jacob Maness and Linda Hollingsworth are our newest Communications Training Officers. They are ready to join the training team and welcome the new class!

I truly enjoyed the CTO training class! It was an ideal situation to have a classroom setting outside of our normal surroundings. It was easier to concentrate and stay on task. Our class was full of energy, eager to learn and ready to do our part in creating an inviting workplace. Jessica, our trainer, was THE BOMB! She was the perfect balance for our class. Jessica was able to pull together all of her experiences, relate it to ours and make us look at training from all aspects. I look forward to doing my part in creating a workplace environment where people enjoy being the calm voice in darkness. - Ebony Jasper I extend a warm thank you to those responsible for organizing this amazing training.

The CTO (Certified Training Officer) course was extremely informative and the material provided was very interesting. I enjoyed it and appreciate our facilitator, Lt. Jessica Lenti, ENP, of the Germantown Police Department for making it fun! Understanding the importance of being flexible and adjusting your training style, as needed, was very valuable information. Listening to her share her wisdom, experiences, and knowledge was motivating. I’m also grateful for the input of my classmates who contributed helpful information to this great learning experience. It was encouraging to hear the different reasons for joining our Emergency Communication Bureau (ECB) training team. Thanks to Captain Sciara Childress, also of Germantown PD, for stopping by to say hello and to welcome us to the training side of our profession. This was great interactive training and I am confident that we will be a strong asset to our existing team of great ECB trainers. #TraineeSuccessIsOurGoal - Linda Hollingsworth

The class was very enjoyable. There was a lot of information to absorb and Jessica was a great instructor.

The ability to learn off campus was a great advantage. Seeing how other centers operate to get ideas is very valuable. Learning from someone outside of our agency assisted with the learning process.

- Josh Edwards

OUR NEW TRAINERS CONTINUED

When arriving at Germantown for the class l was not sure what to expect since we weren’t being instructed by someone from our PSAP. However, the instructor, Communications Lt. Jessica (Germantown's equivalent to our supervisor), was very knowledgeable and provided us with the information and basics needed for becoming a quality CTO. After the three day course, I can truly say that I am excited to begin the journey as a CTO and am ready to implement the basic APCO standards we learned plus our own Memphis ways to help bring in quality PRDs into our ranks! - Jacob Maness I enjoyed the class and my class mates. I learned more about my co-workers and enjoyed every minute of it. It wasn’t all about the learning. Class provided some great bonding time! It was such a refresher getting outside of the workplace and seeing another dispatch center. The Trainer Jessica was AWESOME. She was informative, funny, and was able to put up with us. I would love to be able to attend more classes in an outside setting and learn new things. - Jillian Graham

I am elated to be one of the new CTOs. As with the start of any new journey, there is uncertainty and nervousness involved. Taking the Communications Training Officer course with Jessica was amazing. This course made me feel confident in my decision to become a CTO. The class was very informative, and Jessica made it interesting. Even more, I enjoyed my classmates. There was plenty of laughter, learning, and fun over the course of three days.

Usually, classroom settings bore me, but taking this course made me want to take more classes. I am looking forward to being a part of the training team.

- Amanda Davis

DAUGHTER OF KALESHA NELSON

Marley, 1st Grade

Memphis STEM Academy NIECE & DAUGHTER OF MELANIE JEFFERSON

Anyala & Taylor, Kindergarten & 4th Grade Brownsville Elementary

KIDS

SON OF SEAN LOVEJOY

Sean Patrick, 10th Grade Millington Central Middle High School

ThrowBack Conference Reflection

TENA 2010

by James Coughlin

As I read the August 2021 issue of ECB Monthly focused on conference memories I was transported back to 2010 when I won Charlie Dispatcher of the Year and was selected to attend TENA (Tennessee Emergency Number Association) . Of the many experiences the writers shared I related to, I can empathize the most with “soak it all in and take back what you’ve learned”. I attended as many classes and courses as I could – eager as I was to make the most of my time and not dishonor the privilege of my selection. One course resonated with me and I took copious notes, determined to share this with my managers and try to sell it for our Bureau.

On the drive back I shared the vehicle with (at the time) Manager Berryman and Supervisor Lamondue and I explained to them all I had learned about Tactical Dispatching and the ways in which it was being employed by both large and small bureaus across the nation.

The information and vision I shared was ultimately picked up and though it took (a lot) of time, growth and buy-in across many different levels of our combined department and several supervisors helping to push it forward, it has ultimately led to a variety of uses over the last decade and our Tactical Dispatch team continues to grow and find new uses as time goes on. To date we have equipment in both Command Posts and numerous amazing dispatchers have worked a variety of details and special events both in the field and in the center.

Though we may not utilize the program in the same ways as other agencies, the beauty of it is that we don’t have to. Every agency with a Tactical Dispatch team has molded it to fit their needs and so have we, to the buy-in and benefit of both our TACT Team and our own Bureau. We’ve been able to cultivate unique relationships in this way, so that the TACT Team knows it’s getting someone they are familiar with to work an incident, and who can understand them and their specific needs.

If you get the opportunity to attend a conference, my most fervent suggestion is to look at the course schedule. Seek out both the familiar and the unknown. Absorb anything and everything and don’t hesitate to bring it back and share, because you never know what kind of fire a little spark will ignite in your center.

SEPTEMBER 2021

Union Updates with Mendi Shull

A couple of months ago, I sent a group email detailing some exciting changes to our MOU that would be taking effect on July 1, 2021.

Although it has been somewhat of an arduous process, with the continued assistance of Manager Lovejoy, we appear to be finally making some headway with regard to the new performance and college incentive programs. We are confident that the final details will soon be confirmed. Additionally, all employees eligible to receive longevity pay should soon be noticing the impact of change from a fixed amount to a percentage. Once implemented by payroll, the additional amounts will be retroactive for all pay periods subsequent to the July 1 effective date.

We are pleased to have achieved these, as well as many other, well-deserved benefits on behalf of our members.

For a complete list of changes, please feel free to contact me at mendishull.mpd@gmail.com. Lastly, I am happy to announce that our updated MOU has finally been signed off on and should soon be available for viewing on the City of Memphis website. I will email you the link when it is available. Thanks so much to our members for your continued support.

Mendi

Mendi Shull, Union Leader

9-1-1 Health & Wellness Compassion Fatigue

by Mendi Shull

I attended the 2021 APCO conference in San Antonio, Texas. I was pleased to find that the various public-safety organizations, such as APCO and NENA, are finally beginning to place a stronger focus on the integral areas of mental and physical wellness for the public safety telecommunicator. Those who have spent any significant time “on the floor”, especially those who have served as front-line employees for the majority of their career, have intimate knowledge of the multitude of stressors that go hand and hand with this job.

Year after year, employees are forced to deal with the toxic effects of this accumulated stress, and for some, the ability to cope in a healthy manner has been all but lost. While there are several well-known conditions that commonly impact the health of public safety telecommunicators, one of the more troubling of these is known as Compassion Fatigue. The term was unfamiliar to me, just as it may be to you.

Nonetheless, I firmly believe that the majority of public safety telecommunicators have experienced this condition at some point in their careers, or are perhaps dealing with it now. Also known as “vicarious trauma”, Compassion Fatigue is a secondary traumatic disorder that refers to the negative emotions felt by people who are tasked with constantly helping others. It is often hallmarked by feelings of anxiety, helplessness and/or irritability and may be manifest within the workplace as loss of interest or apathy in the job, feeling undervalued and unappreciated, being disconnected, detached or withdrawn and by increased conflict and/or lack of patience with both citizens as well as coworkers.

Compassion Fatigue is a secondary traumatic disorder that refers to the negative emotions felt by people who are tasked with constantly helping others. It is often hallmarked by feelings of anxiety, helplessness and/or irritability and may be manifest within the workplace as loss of interest or apathy in the job, feeling undervalued and unappreciated, being disconnected, detached or withdrawn and by increased conflict and/or lack of patience with both citizens as well as coworkers.

This year PRD Mendi Shull celebrated 25 years of service to the Emergency Communications Bureau. Mendi is a CAD-Tech, a Union Leader and was appointed by Mayor Lee Harris to the Shelby County 9-1-1 Board of Directors.

Physically, one may experience headaches (migraines), fatigue, a weakened immune system or digestive disorders. Have you ever felt that you might be “burnt out”?

Do you find yourself having to self-medicate, i.e. with prescription drugs or alcohol, just to feel better, or to get some sleep?

Do you start dreading your Monday on your Saturday, or inadvertently ruin the last few days of your vacation by obsessing over having to go back to work?

If so, you may be experiencing more than common “burnout”. Don’t fault yourself if you find that you don’t have the capacity to care as much as you used to. Fight the harmful effects of Compassion Fatigue by making time for yourself a priority.

Be thankful.

Build a support network of friends, family and coworkers.

Make an effort to practice daily mindfulness. Recognize negative thoughts and feelings and replace them with positivity.

If you find that you can’t do it alone, please make the effort to speak to a professional. You are worth it!

While much more needs to be done within the public safety profession to encourage and prioritize the act of employee self-care, it’s encouraging to see that the industry is finally taking this issue seriously. I wish I had known fifteen years ago what I know now – that it’s not selfish to care for yourself. Being a public safety telecommunicator does not mean that you have to sacrifice your health or your happiness. Remember, YOU make the job what it is, the JOB does not make you who you are. Love Yourself.

I attended several classes that focused on the mental and emotional wellbeing of public safety employees. I have seen many of my co-workers suffer from medical conditions, such as PTSD, obesity, anxiety disorders, eating disorders that we now understand are directly associated with our levels of stress. Until recently, not much attention was given to the health of telecommunicators.

We need to focus on this area within the bureau – empathy burn-out compassion fatigue. The symptoms are similar to burn-out. Have you ever felt like you just didn’t care any longer?

I recognized these symptoms in myself many years ago. At the time I didn’t realize the condition had a name. I assumed that I was simply suffering from “burn-out”, but in actuality, even though they overlap one-another, the two are quite different.

After being asked to share my reflections about the conference, I realized what an asset these classes would have been to me fifteen years ago. I desperately wish that each and every employee, regardless of rank, would be afforded the opportunity to attend these conferences.

ECB MONTHLY SEPTEMBER 2021

NOTES FROM THE EDITOR

Does your professional profile need a new look?

DERANECQUE ROGERS, ENP, EDITOR IN CHIEF

Reflection I was fortunate enough to attend both NENA and APCO this year. I was excited to once again be among peers and colleagues outside of work. New connections were made and many things were shared. The most common denominator amongst us all was (is) staffing. Morale was number two. In hearing these stories and confessions, I was able to reflect on what's happening in the ECB. I didn't dwell on the negative, I spoke on the positive. I was able to bring a different perspective to the table.

Although we are all facing challenges, we have to consider one thing - we are here!

We are fortunate. Each day that we are present we are presented with a new opportunity. We have the opportunity to set new goals, to set new standards and to reflect on how we can do things differently, both personally and professionally.

Although fun and a bit of a break, conferences are more than being away from work. They are opportunities for renewed thoughts, new beginnings and new concepts. I left both conferences with some beneficial ideas and topics for reflection. I left both conferences with the hope that I am able to contribute something meaningful to the conversations taking place to enhance our bureau. Let's work together to produce something greater!

Do need a professional head shot on your personal or work accounts?

Do you need a professional photo for your ECB Monthly debut?

If you answered yes to either question, there is an inexpensive opportunity for you to do so.

For only $20, you can have 5 photos taken and edited for personal use. (see photo in upper corner)

Speak with or email SPRD Erica May or Manager Deranecque Rogers for additional information.

APCO2021: Charlotte hangs out with Cell Phone Sally.

Cell Phone Sally is a popular character in Texas 9-1-1 public education campaigns.