Was there a particular incident or person encouraging you to go into emergency dispatch?
Michelle: Yes. A security guard at a department store where I was working told me about emergency dispatch openings at Weld County Regional Communications Center (WCRCC) (Greeley, Colorado, USA). He noted how calm she remained when dealing with a difficult situation involving customers (such as shoplifting) and my ability to interact well with customers and co-workers. I applied and during my 19 years so far with WCRCC, I have accepted and enjoyed several changes in positions. I am now Quality Performance Improvement Coordinator and Certified EMD-Q and Mentor.
You seem very enthusiastic about QA. Explain why this is such fulfilling work.
I am passionate about QA/QI. I dive deep into Protocol to support QA feedback and monitor Protocol in relation to technology, trends, training, and application, providing recommendations to IAED on ways to change the protocol to improve performance. If we didn’t have Protocol, what could we tell our callers to do during an emergency? It has been eye opening to see how much Protocol can do and how much it helps our callers and responders.
Your project received the Poster Research Award at NAVIGATOR 2023. Tell us about your starting point.
My intense interest in Protocol and the QA research that comes with my position led me to ask, “What protocols are contributing to the most deviations in dispatcher performance?” The question led to checking WRCC center data, reviewing the IAED Data Center, establishing parameters, and exporting information from AQUA to pinpoint specific errors in EMD performance.
Briefly describe your project.
My project, “An overall QA approach of performance within the MPDS,” identified Chief Complaint Protocols causing EMDs the most difficulty and suggesting reasons why they occur. It doesn’t end here. The research represents step one. The next step involves further study of contributing factors (cause and effect) and contacting other Accredited Centers of Excellence (ACE) to inquire about their top protocol struggles. (WCRCC is a medical ACE)
Any advice for others in the profession contemplating research into Protocol?
Ask a question from your experience, and something that you find needs to be answered. Look for support. The IAED research team (Greg Scott, Chris Olola, and Anna Shmynets) was a great help. They took my question seriously, guided me along the research path, and coordinated entry into the Poster Research Award competition. It’s also a matter of passion and focus and you go, go, go. You reach that point and are determined to get it done, and you do.