Dispatch in Depth

Latest Episodes:

Police Dispatch Hurdles with Angela Huddle Oct 25, 2022

Show notes

Angela Huddle, a member of the IAED’s Police Council of Standards with over 27 years in the 911 industry, discusses some common mistakes she’s seen emergency dispatchers make when handling police calls. For Your Information: Got a Proposal For Change (PFC) idea? Let us know: https://www.emergencydispatch.org/what-we-do/proposal-for-change

This Is Halloween Dispatching with Kevin Pagenkop Oct 11, 2022

Show notes

Super-nerd Kevin Pagenkop talks about the very necessary, very fun Halloween protocols that he created—Protocol 28: Zombies, Protocol 47: Monsters, and Protocol 666: Vampires. For Your Information: Triage a call from your favorite Halloween movie! Download the Protocols here and send us a recording of your call at dispatchindepth (at) emergencydispatch (dot) org.

Smooth as a Baby's Bottom with Bonnie Guzman and Richard VanOsdol Sep 27, 2022

Show notes

Bonnie Guzman, 911 dispatcher for Hancock County 911 in Hancock, Indiana, and Richard VanOsdol, Sergeant with Hancock County Police Department, recount their successful baby delivery from both sides of the call. For Your Information: Read more about the call: https://www.greenfieldreporter.com/2022/08/05/special-delivery-911-dispatcher-commended-for-her-role-in-coaching-local-deputy-through-delivering-a-baby/ Visit Hancock County 911’s site: https://sheriffweb.hancockcoingov.org/

What's Really Going On? with Melissa Colon and Heather Hedgcock Aug 02, 2022

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Melissa Colon, CTO, Lieutenant, ETC instructor, and Q with Manatee County Emergency Communications Center, and Heather Hedgcock, QA Coordinator, Captain/Supervisor, ETC Instructor, and Q, discuss customer service skills. They outline how to professionally interrupt the caller, give examples of phrases you can use to sound polite and firm, and approach calltakers who lose their patience. For Your Information: Check out Manatee County Emergency Communication Center’s website: https://www.mymanatee.org/departments/public_safety

Taking Care of the Caretakers with Dr. Paul Bourgeois Jul 19, 2022

Show notes

Dr. Paul Bourgeois, PhD, CRC, NCC, and Director of the Clinical Mental Health Counseling Programs at the University of New Haven, discusses his research into emergency dispatcher mental health. He talks about parallels between emergency dispatchers and counselors as well as first steps in improving the mental health climate in your agency. For Your Information: Dr. Bourgeois’s paper “Stress & Wellbeing in Emergency Dispatchers”: https://www.aedrjournal.org/stress-wellbeing-in-emergency-dispatchers-1

Facing in the Same Direction with Jonny McMullan Jul 06, 2022

Show notes

Jonny McMullan, Performance Improvement Manager with the South Eastern Health and Social Care Trust, discusses the benefits of mentoring in emergency dispatch, including what makes a good mentor and how to best support trainees. For your information: If you have any questions for Jonny, you can reach him at jonny (dot) mcmullan (at) setrust (dot) hscni (dot) net Read more about the EMD Mentor program here: https://www.iaedjournal.org/helping-everyone-excel https://www.iaedjournal.org/an-emds-best-friend

On FirstWatch with Carlynn Crampton Jun 21, 2022

Show notes

Carlynn Page Crampton, FirstWatch Engagement Strategist, discusses how FirstWatch can help your agency make data-driven decisions. For Your Information: FirstWatch: https://firstwatch.net/ Academy Analytics: https://prioritydispatch.net/academyanalytics/

Advocate for Your Mental Health with Danissa Alston Jun 07, 2022

Show notes

Danissa Alston, Montgomery County Maryland 9-1-1 Communication Center’s staff social worker, discusses how mental health and body health are connected and what you can do today to reduce your stress levels. For Your Information: Find a therapist in your area (you can narrow your search by criteria like gender, race, or specialty): https://www.psychologytoday.com/us/therapists Find a therapist who uses EMDR: https://www.emdria.org/

Active Listening with Ariana Kitty and Robin Chamberlain May 24, 2022

Show notes

Ariana Kitty, Operations Manager for Northwest Central Dispatch System (NWCDS), and Robin Chamberlain, QA independent contractor with PDC, discuss the skill of active listening, including what you can do to improve it and why it’s so crucial. For Your Information: Effects of NG911 on dispatcher health: https://www.aedrjournal.org/next-generation-9-1-1-media-your-telecommunicators-mental-health NWCDS website: https://www.nwcds.org/ Mehrabian’s Communication Model: https://worldofwork.io/2019/07/mehrabians-7-38-55-communication-model/

911 Tree of Life with Ty Wooten Apr 12, 2022

Show notes

For the podcast's 100th episode, Ty Wooten, the IAED’s Director of Governmental Affairs, discusses the 911 Tree of Life, a project developed to recognize remarkable 911 telecommunicators and the difference they make every day in their communities. He talks about why it was a priority to the organizations who created it and what events warrant adding a leaf (spoiler alert, it’s not just the big calls). For Your Information: Add a leaf to the 911 Tree of Life (it doesn’t have to be a save): https://911treeoflife.org/

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