Attending NAVIGATOR, participating with Emergency Dispatch research, appearing as a guest on the Dispatch in Depth podcast, and writing Journal columns vividly show your interest in both the profession and the IAED. So, two questions here:
What brought you to the profession?
A combination of elements sparked my interest in emergency communications and management. It all began with a sincere desire to make a significant contribution to public safety and community well-being. I reached a turning point when I realized the vital role that effective emergency dispatch plays in saving lives and ensuring prompt responses during crises. My career path has been guided by a strong commitment to continuous development over the years. I was interested in positions that allowed me to nurture team development, optimize resource allocation, and implement data-driven emergency response efficiency strategies. Seeing the tangible impact of these efforts on the safety and well-being of communities fueled my enthusiasm for this profession even further. My decision to pursue a career in emergency communications and management was primarily motivated by a desire to serve, a dedication to continuous development, and an appreciation for the vital role that effective emergency dispatch plays in protecting lives and communities.
When and how did your IAED relationship begin?
Active participation in their events, research collaboration, podcast appearances, and contributions to the IAED Journal of Emergency Dispatch marked the beginning of my relationship with the IAED. It is a partnership based on a shared dedication to advancing the field of emergency dispatch, and I am proud to be a member of this thriving and influential community.
You’ve been attending NAVIGATOR for as long as I can remember. What keeps drawing you back to the conference? With so many presentations and speakers at NAVIGATOR, what is your criteria for putting together your personal conference schedule (the presentations you’re likely to attend/the topics you look for)?
Primarily, NAVIGATOR functions as a hub for innovation and the exchange of knowledge in the field of emergency communication and dispatch. It is immensely enriching to have the opportunity to immerse myself in an environment where professionals from diverse backgrounds share their insights, experiences, and the most recent developments. This exposure to cutting-edge innovations is a driving force behind my continued participation. Additionally, the networking opportunities at NAVIGATOR are priceless. It's a platform where I can connect with other professionals, establish new partnerships, and participate in meaningful conversations. These relationships frequently result in collaborative initiatives, research opportunities, and the exchange of best practices, which are incredibly beneficial to both personal and professional development. With so many presentations and speakers to choose from, I look for presentations that cover emerging trends, technologies, and best practices in the field. I prefer presentations that offer practical takeaways and actionable strategies, but I aim for a balanced schedule that covers a wide range of topics, from training and technology to leadership and mental health support.
From reviewing the list of contributions you’ve made to the IAED/PDC, it seems you like to focus on leadership, organizational strength, and moderating the stress factor. What major lessons did you learn personally from your research and writing?
Through my research and writing on stress management, I've come to appreciate the extraordinary resilience of emergency personnel and dispatchers. They confront high-pressure situations on a daily basis, and their resilience, adaptability, and resilience are truly remarkable. This has motivated me to become more resilient in my own life and career. Leadership is not just about managing people; it is also about inspiring, empowering, and supporting them. Through my study of leadership principles, I've learned that excellent leaders are those who recognize the needs and strengths of their team members and provide them with the resources and guidance necessary to excel. I have learned that empathy is more than just a buzzword; it is a potent tool for fostering relationships and offering support. Understanding the experiences and emotions of others is essential to effective leadership and nurturing a positive organization culture.
Do you set a deadline to complete a research project or is your approach more fluid due to your professional commitments? In other words, how do manage to juggle so much?
My strategy for managing multiple research endeavors in addition to professional obligations entails a combination of structured planning, time management, flexibility, and effective communication. While I do set deadlines and prioritize tasks, I also recognize the need for flexibility and the ability to adjust schedules as required. This method enables me to effectively manage multiple responsibilities and maintain a balanced workload.
Your research published in Volume 10, Issue 2 (AEDR 2022) was highlighted in the Editor-in-Chief Welcome Message as a guidance tool on how to improve retention and job performance. For those who missed your manuscript, please summarize your findings. Can you let your audience in on the context of your current and/or next research project?
This qualitative study's primary objective was to gain insight into the job demands and resources that have a significant impact on the organizational commitment of public safety telecommunicators. Individual interviews were conducted with New Orleans, Louisiana, participants for this investigation. Thirteen participants were interviewed, and a diverse group was selected by sampling with intent. The study shed light on the distinctive difficulties and demands encountered by public safety telecommunicators, highlighting the emotionally and mentally taxing nature of their work. These results have implications for enhancing employee retention and job efficacy in this profession. Understanding the factors that contribute to employee turnover can lead to retention and operational efficiency strategies. In addition, the study suggests that reclassification and innovation within the profession are necessary to better support the well-being and dedication of public safety telecommunicators. These insights have the potential to effect positive social change in this crucial area of public safety. I am considering developing a tool called 911LEADOR (Leadership Effectiveness Assessment for Dispatch Organizational Resilience) to evaluate a 9-1-1 leader's ability to inspire and motivate dispatch team members, cultivate a supportive and inclusive work environment, facilitate effective communication and collaboration, adapt to changing situations, and promote the organization's overall resilience. This study seeks to investigate the connection between leadership skills and styles and their influence on the organizational culture of Emergency Communications Centers (ECCs).
What are your observations about the profession from your experience at the Communications and Control Centers for Hamad Medical Corporation and emergency communications in general?
Emergency communications play a crucial role in healthcare systems, ensuring that those in need receive prompt medical assistance. In medical emergencies, dispatchers serve as the initial point of contact and provide essential direction until assistance arrives. The environment of emergency communication centers can be extremely stressful. Dispatchers frequently deal with life-or-death situations, so the ability to maintain composure and make fast decisions is crucial. Dispatchers require considerable emotional fortitude. While coping with distressed callers and traumatic events, they must control their emotions. Empathy and reassurance are indispensable. Training and certification are emphasized to ensure that dispatchers are adequately prepared for their duties. Programs for quality assurance and continuous enhancement are indispensable. Technology advancements have transformed emergency communications. The significance of supporting the mental health and well-being of emergency communication personnel is becoming increasingly apparent. Providing resources for stress and trauma management is becoming increasingly essential.
You set quite an enviable academic and professional pace. What are the factors contributing to your success in relation to advice you would give to others wanting to follow a similar course?
Genuine interest in one's field of study can be a potent motivator. It provides motivation and makes the trip delightful. So, adopt a growth mentality. Seek out learning opportunities, such as courses, literature, mentors, and on-the-job experiences. MUST develop effective time management abilities. Utilize tools such as calendars and to-do lists, prioritize tasks, and establish attainable objectives. Also, specify your short- and long-term objectives. Create a plan to achieve your objectives and adjust them as necessary. Last but not least, prioritize self-care and make time for relaxation, pastimes, and spending time with family and friends. Burnout can hinder success.
Who are your mentors? Who are the people who have influenced and continue to influence your work and your research?
Mostly just personal/professional connections.
Finally, where do you go from here?
Emergency dispatch research and development should be continued.