Jaci Fox, quality assurance specialist and the Police Lead with QPR, discusses the best way to handle calls about impaired driving, including why it occurs, whether it includes driving while high, and the importance of updating the location in cases of moving violations.
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.
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.
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.
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.
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.
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.