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.
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.
Stephan Bunker, an expert witness with over 50 years of public safety experience, discusses the key ways to avoid litigation and liability in emergency dispatch, including tips for individual dispatchers as well as center managers.
Erin Eaton, Operations Manager, and Jeb Lyons, Operations Manager, at Northwest Central Dispatch System (NWCDS) discuss their center’s fire specialist team, including how it started, what it’s accomplished, and how to put your own together.
Rabbi Cary Friedman, Associate Director of the Law Enforcement Survival Institute and consultant to the FBI’s Behavioral Science Unit, discusses the role of spirituality in first response, including how to refill your depleted reservoirs.
Tim Russow, Quality Assurance Specialist with Ada County Sheriff’s Office, discusses quality assurance and feedback in emergency dispatch, including why it’s important and how to improve it.
Andrew Palmer, manager of instructional design at IAED, discusses emergency dispatch training, including where to start improving your own programs and what kind of training works best for this field.
Julie Buckingham, Telecommunicator Program Director at RQI Partners, discusses telecommunicator CPR, including new research about learning and comprehension, the importance of contextual training in the dispatch center, and how call simulations can improve skills.
Mike Thompson, a Fire Protocol, Academics and Standards Expert with the IAED’s Academics, Research, and Standards Division, discusses protocol accommodations for callers with disabilities, specifically for fire calls. He explains what accommodations exist and the events that prompted them.
Mads Matthews-Williams (they/them), former emergency dispatcher, mentor, and quality auditor for the Welsh Ambulance Service, discusses how to handle LGBTQ issues in emergency dispatch, especially for transgender and nonbinary callers.
