JANUARY 2021
ECB MONTHLY Official publication of the MPD Emergency Communications Bureau
FEATURING MEMPHIS 9-1-1 PROFESSIONALS
INSIDE THIS ISSUE Memphis Communications Anniversary How to Set Goals for 2021 Dispatcher of the Year Series COVID Vaccine Thoughts and MORE!
2019 Dispatcher of the Year Linda Hollingsworth, RPL
MEMPHIS POLICE DEPARTMENT
EMERGENCY COMMUNICATIONS BUREAU
ABOUT US We are one of the busiest 9-1-1 centers in the country. We receive over 630,000 9-1-1 calls and more than 500,000 non-emergency calls each year.
ECB Monthly Mission This front-line led publication seeks to
The MPD Emergency Communications Bureau
inspire and motivate ECB telecommunicators by highlighting employee accomplishments.
(ECB) is the primary Public Safety Answering Point
The selected stories and content are
(PSAP) for the City of
shared with the intent to disseminate
Memphis; and the only provider of Law Enforcement
useful information about the Bureau, Memphis Police Department and the 9-1-1 industry as a whole.
dispatch services for the Memphis Police Department.
Furthermore , we aspire to increase transparency and communication
In 2018, the ECB met the national standard by answering 95.4% of our 9-1-1 calls in less than 20 seconds.
michael spencer emergency communications administrator michael w. rallings director of police services
between management and the floor; and improve overall employee morale.
Table of Contents
ECB MONTHLY JANUARY 2021
ECB Monthly Team Mike Spencer, Chief Administrator Deranecque Rogers, Editor-in- Chief Erica May, Editor Nikkita Pittman, Contributor
4 /From the Administrator's Desk : Mike Spencer 8 /ECB History Moment: Chynika Wortham 12 /Fun Questions with Leadership 15 /Leadership Lessons: Katrina Towles 16 /Covid Chronicles: Vaccination Thoughts 20 /2019 Dispatcher of the Year: Linda Hollingsworth 24 /Professional Development : Linda Hollingsworth 26 /Shift by Shift 30 /How to Set Goals for the New Year: Dave Ramsey 33 /Training Program : Margaret Stiger 34 /2019 Supervisor of the Year: Metrica Spears 37 /Editor's Notes : Deranecque Rogers
JANUARY 2021 | FROM THE ADMINISTRATOR'S DESK
MIKE'S MESSAGE MICHAEL SPENCER
EMERGENCY COMMUNICATIONS ADMINISTRATOR
The Future of 9-1-1 The Possibilities with Next Generation 9-1-1 Happy New Year! Thank you for your hard work and dedication. Words can not express how proud I am to work with you. I know the challenges outside of work made coming in and working one of the most challenging jobs even tougher. I know there has been a lot of overtime. We will continue our hiring in an effort to eliminate mandatory overtime this year. We will continue to hire, train and do our best to retain this year. Please hang in there with us a little longer. I look forward to the first newsletter when we get to announce we are fully staffed. Let’s encourage our new co-workers and help our training officers. We are all a team.
MICHAEL SPENCER, CMCP "These endeavors are not the only projects, but they are
I want to share with you some upcoming projects
some of the most ambitious."
we have planned for the Bureau this year.
- Mike Spencer
Motorola Transcription Service We have worked with Motorola on the Transcription Service and it has moved out of Beta. I encourage each of you to make sure it is logged in when you sit down. We continue to work on the audio playback portion of the application because I believe that will be most useful to call-takers. Clicking on the sentence where we asked for a description will be easier than scrolling through the IRR. The history tab is also great. Every time someone calls it checks to see if a previous call was received from that phone number. If it was the transcript is available instantly. You may see information from a previous call that you were not able to get on the current call. Our goal is providing you with tools. It is just like a toolbox at home. You don’t need every tool every day, but it is great to have the tool you need when you need it. There are additional uses for the application and eventually we will extend it to investigators. It is cloud based and Memphis was the first PSAP in the world to have it installed. The order has already been placed for all Shelby County PSAPs to get Motorola Smart Transcription and it is expanding across the country. We will continue to work with their team to make it more useful to telecommunicators.
Computer Aided Dispatch (CAD) COVID opened our eyes to a lot of possibilities. Planning for future uncertainties, includes answering the question, "Can we operate without a PSAP?" How can we continue to process calls, enter calls and dispatch when we need to split our operation up? What if we need multiple remote locations? I won’t bore you with network, fiber backbones, load balancing and VPN discussions. I will say that we must move Public Safety Systems to the CLOUD. We need to be able to access CAD and Telephony when and where we need it. We have started those discussions and have looked at multiple solutions. We will be looking for a hybrid CAD solution that places hardware here and in the cloud. We already have a couple of Mobile Vesta positions that allow for offsite 9-1-1 call-taking and processing. Our radio system is obviously wireless. Once CAD is accessible and reliable from a remote location, we can discuss working from a command post, alternate city facility and yes, from home in an extreme emergency. We all know people that can work remotely. Many of you have children that attend school virtually. We have some work to do to make this a reality, but the technology is available. We can do some of this today, but we must identify a solution that is easy to implement and support. I hope to take a 9-1-1 call from home this year, even if it is just testing.
Next Generation 9-1-1 We have been hearing that phrase for years. We got closer to a full NEXT GEN solution when we brought text to 9-1-1 online and connected to the States IP 9-1-1 network. By the way, MPD processed 30,000+ text messages in 2020. The next step involves the ability to receive pictures and video from citizens in the field. MPD is looking at an integrated Motorola Vesta Solution. I want to be clear about the direction we are going. The solution we are looking at doesn’t allow for citizens to send unsolicited pictures or video to 9-1-1. Instead, the Motorola Citizen Input solution allows you to request a picture or video from the citizen. So if you are speaking to a caller who is unable to find their child, you could ask the caller if they had a recent picture of the child on their cellphone. If the answer is yes, you can send them a link that allows them to upload the picture. You can then attach that picture to the CAD event and every officer assigned to the call would see it on their MDT. Additionally, if a caller has a video of an incident, we could ingest that video without watching it. The caller could sendit to us, and we save/attach it to the event. It becomes evidence that is reviewed by an investigator or officer, not a calltaker or dispatcher. I believe I share your concerns about being required to see some of the things we hear. That is not the intent of the program. We will have a lot of control over how the content is received and who needs to review it. This could require a new position or analyst position. These endeavors are not the only projects, but they are some of the most ambitious. Remember, these are all tools. You will not need them on every call or dispatch, but we want to make sure you have them when you need them. Voice is the most important thing. Hearing the caller and hearing the officer is the most important tool we have. We will always keep mission critical voice as the priority. You are an incredible group. Dispatchers/Calltakers can adapt faster than most people because of the nature of your job. You are required to constantly listen, evaluate, plan and adapt and I believe that is why we handled 2020 so well. Thank you again for what you do. Stay healthy and take care of yourselves. ~ Mike Spencer
TO BE NOTED
How Will We Celebrate?
2021 marks 90 years of Communications serving Memphis.
Our Birthday is Coming Up & We're Old ! Source: Sean Lovejoy, Behind the Headset Newsletter, Sept 2013
On July 13, 1931, the very first radio transmissions were sent out over the Memphis airwaves to a patrol car. Those communications were only one-way, meaning officers could hear dispatch, but they were not able to talk back to us. The first radio antenna was actually installed in the top of a tree! When the tree blew down in 1937, it was replaced by a 238-foot radio tower, which still stands today in Midtown. Technology has advanced a great deal in the lifetime of our Bureau, but our main objective of officer and citizen safety has been our foundation since the beginning. The original call sign letters were WPEC, which was cleverly converted into the acronym, “We Protect Every Citizen�.
JANUARY 2021
ISSUE SIX
ECB HISTORY MOMENT
Memphis Police Communications vs
Emergency Communications Bureau by SPRD CHYNIKA WORTHAM I have worked in Communications for more than 24 years. I have seen the changes in our Bureau. Let me say this to the newer dispatchers. You just don’t know how good you have it! Whew! We have come a very long way and more positive changes are coming. Just stand by. Precincts vs. Stations Once upon a time before the Wolfchase area was annexed we had “precincts”: North, South, East, West, and Downtown. Then Wolfchase was acquired and we added the Northeast. South and West were rezoned and the Southeast precinct was added. Precincts only went by their precinct name and officers did not wear cute little numbers on their shirts. Now we have “stations” that are named by the street where they are located. Austin Peay (the station formerly known as Old Allen), Raines, Mt Moriah, Ridgeway (which used to be part of the East Precinct), Crump (formerly Union Station), Airways Station, Appling Farms Station and North Main Station. Or is it South Main Station? I can never keep that one straight. Anyway, our Traffic officers worked out of the Union Station precinct for many years. But for some reason Traffic stayed in the building on Union Ave when the Union Station uniform patrol officers moved and went to Crump Station. Now the Traffic officers work out of Austin Peay Station. Confused yet? I’m saying this to say that as our city grows, so does the need for more officers and more stations. Unfortunately for a while, everything in the city grew; but dispatch did not.
Old Parking
vs. Current Parking
Breaks : Get In Where you Fit In vs. The Sign In/Out Sheet Can you imagine, coming to work and not having an assigned break time? Just count how many people are sitting down then get up and go! Now, don’t try to picture this in our current facility. No way. You can’t see over the partitions at each call takers desk. But at 201 Poplar… No problem. We named the area in the rear “The Den” and the front area was “The Living Room.” You could simply stand up and count how many people were seated and taking calls. Most of the time we only had 6 or 7 call takers on the phones. Read that again… 6 or 7 people answering all of the incoming 911 calls for the entire city of Memphis. Sometimes less than that. This worked in 1996 when I was hired. Then the changes came. Annexation. More crime. More officers. More calls for help. For a while, we were slammed every day and night. We would often look at our“Heads Up Display” and see over 50, 60, or 70 calls in queue. A few times there were over 100 calls waiting to be answered. Back, to back, to back calls. Fast forward to today. Technology is awesome!!! We now have an upgraded phone system that doesn’t allow our phone lines to be tied up when someone keeps calling 911 and hanging up instead of staying on the line. We have alarm companies entering their own calls into our CAD instead of us having to take each one of their calls. But the greatest change is that we have more dispatchers and more call takers!
Holdovers You were not allowed to have a co-worker “holdover” for you because you were running a few minutes late. Nope, you were simply late. I will never forget being told in roll call that unless I was giving chest compressions to someone involved in an accident on the expressway, an accident causing a traffic back up was not an excuse to be late. “Late is late!” Courtesy Being polite and politically correct was not a big deal when I started. It was nothing for your Communications Training Officer to tell you that “you are in pencil” and call you a “rookie” as a reminder that you are in training and could easily be fired. Parking Finding a parking space in the parking garage at 245 Washington was impossible after 8:00 am. If you didn’t pack your lunch, then you would have needed to order something from the restaurant Chef’s across the street or The Greasy Spoon downstairs in the lobby. If you decided to drive to get lunch, when you got back to the garage you would have to park on the roof with the dusty unmarked units that the bureaus didn’t drive. Outside the building, we had regular mental consumers that would be outside of the garage and office building daily to greet us; sometimes with a smile; other times with curse words, or spit, or a lewd act. There was Laverne, Nubbs, Chris, and the Male White with the long and matted hair… just to name a few. Most days they were harmless, but we could tell when they had not had their medication. I have never understood why they wanted to hang out so close to the jail though. Were they not afraid of having to go back inside? I could go on and on but I will stop here for now. I have enjoyed reminiscing. Maybe I will have a Part II later. Anyway, Rookies, keep your heads up! We have come a long way and the best is yet to come.
The ECB Monthly Editorial Team would like to extend a heartfelt thank you to all 2020 historians.
SPRD Chynika Wortham, Supervisor
Beverly Wolfe-Davis Lorna Griggs Pam Pope Felicia Durdin Karen Ollie
JANUARY 2021
PROFESSIONAL DEVELOPMENT
Be The Difference Virtual Conference /Feb 9-11 / FREE hosted by the Denise Amber Lee Foundation
This conference will help you realize how you can Be the Difference every single day/night, every single shift, every single call. The choice is YOURS to Be the Difference. The conference will feature 23 speakers over 3 days, with over 19 hours of potential continuing education training hours. It is totally FREE! For more information and to register go to deniseamberlee.org/en/BTD
Take advantage of opportunities to connect with the Greater 9-1-1 community. Get involved beyond our PSAP. Learn more. Do More. Be MORE! NENA's Women in 9-1-1 (WIN) Alliance empowers women in 9-1-1 through leadership development, education, networking, and mentoring opportunities.
WIN's Objectives
Promote diversity in NENA and the 9-1-1 profession Provide mentoring and training opportunities Promote achievements of women in 9-1-1 Serve as a venue to share experiences and insight Develop a network of women and allies that harnesses the power of community to achieve shared goals.
To join WIN and become a mentor or connect with a mentor go to nena.org
JANUARY 2021
ISSUE SIX
FUN QUESTIONS GETTING TO KNOW OUR LEADERS
What's the First Concert You Attended? PRINCE Feb. 1982 Mid South Coliseum
My junior year of high school, I skipped school for the first time in my life with three of my friends. We stood in in line for 6 hours to purchase tickets. Our parents beat our butts and took the tickets we purchased. I think, I washed more dishes, made all the beds and vacuumed the carpet off the floor.I ran it so much, just to prove I deserved to go to the concert. I learned my lesson. After a month long punishment we were able to go to the concert. I have no photos. We did not have cell phones back in the day,but my outfit was cute: white mid-calf boots, fishnet stockings and a blue jean tight mini skirt with a white ruffle collar blouse. It was freezing cold but I was too cute...and I think I sprayed the entire bottle of hair spray in my hair that night. Rosalind Phillips
Who else went to see Prince?
Mike Spencer at the Pyramid Margaret Stiger at the Coliseum Deranecque Rogers at the Pyramid
FUN QUESTIONS/ FIRST CONCERT
ISSUE SIX
NEW EDITION October 1988 / Mid South Coliseum
I was fifteen years old. That's me with the huge smile in the middle. I kind of had a crush on Ralph Trezevant back in the Candy Girl days, but by then, I just enjoyed the music. My favorite New Edition song is " Can You Stand the Rain." - Chynika Wortham I have never been to a concert. I'm not really into music. Even in my car, I drive in silence. Metrica Spears
THE JACKSON FIVE SUMMER 1978/ MID SOUTH COLISEUM
THE BAR-KAYS 1982/Clarksdale, MS/County Music Fest
My first concert was The Jackson Five. I was about eight years old. Don't laugh because I know I'm showing my age! But I still remember
My favorite Bar-Kays song is " Freakshow on
that concert even today. I wasn't feeling well
the Dance Floor." - Regina Webster
and had been dealing with asthma all day due to it being a very hot summer day. I begged and pleaded with my mother to let me go. She
STONE SOUL PICNIC 1986/Memphis,TN/Various Acts
finally gave in and let me go with my cousins. We danced in the aisles the entire concert. I was a huge Michael Jackson fan! - Marvin Pender
I was about five or six years old when my mom took me to the Stone Soul Picnic with her. I can remember it being extremely hot and having to walk a long way to get to picnic area. There were plenty of acts, but one particular group stood out because of the reaction they received when they sang a particular song. The group was The Commodores and the song was "Brick House". That was my first time seeing my mother dance. I'll never forget that. - Jeremiah King
THE ISLEY BROTHERS 1990's/MID SOUTH COLISEUM
I was good and grown when I went to my first concert. The Coliseum was so raggedy the ceiling tiles were falling on our heads. My favorite Isley Brothers song is Between the Sheets. - Darron Garrett
FUN QUESTIONS/ FIRST CONCERT
ISSUE SIX
What was to be my first concert was the one I missed going to. It was 1996 and I was supposed to attend the LL Cool J concert here in Memphis. However, I was delayed in my travels from Atlanta's Freak-Nik Festival that year. (a story for another time) Sadly, I didn’t make it back in time for the concert, but later I did meet with friends at IHOP off of Union @ I240. It was late, I was upset, and I was hungry. My feelings were genuinely hurt. I loved LL Cool J. I really wanted to see him. Anyway, as we sat and talked and waited for our food, a large, physically fit male walked into the restaurant looking around. I took notice of his physique. The few peopel there were scattered about, so it appeared as a safe and quiet place to eat and hang out. Apparently that’s what the large guy observed. He walked outside and returned with 2 more men. Subject number 2 was almost as large as the first guy. Guy #3 was muscular, average height, wearing a black baseball cap, white Adidas jacket and looked quite familiar. I stared. I continued to stare and finally recognized who it was I was seeing. I let out a small scream. I couldn’t say much because I was in shock. Complete and utter shock. I jumped from the booth and rushed towards the 3 men. I was casually stopped from getting too close. My small entourage was puzzled by my actions. The men headed outside, I quickly followed. Then the words jumped from my throat and out of my mouth. I can’t remember if I screamed loudly or with very little breath, but I managed to say “LL Cool J”! I ran to the white mini van they were getting into. I was grabbed by my wrist by Mr. Large. I started rambling about missing the concert and how I love him and how I wanted to be there and a lot of other stuff I can’t remember. I begged for an autograph or something. I just wanted to touch this man. I was star struck! I remember almost crying as I franticly begged for LL’s attention. He gave in. I was allowed to get into the van and sit right next to the man himself! He was really nice. I went in for a hug or lunged at his face and was grabbed a second time by my wrist. Didn’t matter. I was in that van and was going to have to be pulled out. One of my friends rolled the disposable camera for the picture. I turned and posed to say cheese. But that wasn't it. Guess what LL Cool J did? He put his arm around me. I screamed. As I screamed, LL tried to calm me down by putting both his hands on both my shoulders. At this point I was so elated at his touch, I lost my senses for a brief moment. What do you do when you are that close to one of the most handsome men in the world? You scream and giggle and go in for the hug. When I went in to hug him, in some way, I was able to kiss the corner of his lips. Yes, I did that! That’s when I was grabbed by my arm again. I don’t recall any marks, but I do recall my emotions. It was like an outer body experience. I saw myself in the arms of LL Cool J! My goodness. I don’t remember much more of that moment. I don’t remember turning and posing. But I do remember being grabbed by the waist and pulled from my seat in the van. Lol! My friends told me that I was screaming in excitement all night. I was told that my wrist should have been hurting. It was 4 of us that were to attend the concert. I missed it. But I had the most memorable, most intoxicating night of us all.
~Deranecque
LL COOL J & Me
ISSUE SIX
JANUARY 2021
Leadership Lessons Motivational and inspirational messages from our Bureau's Leaders
The servant-leader shares power, puts the needs of others first, and helps people develop and perform as highly as possible. source: greenleaf.org
Leadership Style
If you are interested in growing
BY SPRD KATRINA TOWLES
discovering your leadership style,
In my role as a supervisor, I strive to
help you:
your leadership skills, and here are some actions that may
display servant leadership. It's important to me for those in my
Get a mentor
care to believe that I am available and
Read books
willing to help them be successful. My
Listen more
primary leadership styles are coaching and transformational. I enjoy motivating others and helping them
Listening is an important attribute
discover their full potential. I feel that I
of leadership. Learn to listen to
am called to promote and support
understand instead of listening to
others, more than myself.
respond. Don't be so quick to
SPRD Katrina Towles
reply and/or judge someone.
My leadership style was developed by
Everyone's journey is different
observing my mentors. I always try to
and you don't know why that
treat people how I would like to be
person has the perspective that
treated. When I have to make decisions
they do. In 2021, seek to better
that others may not agree with, I ask
understand your co-workers. I
myself, "Am I being fair and consistent?
want to see us respect each other
Am I setting a proper example?" If the
more. Don't be courteous because
answer is yes, it's easier to be confident
it's policy; practice courtesy and
when making the hard decisions.
I
respect one anotherbecause it's
prioritize trust and integrity in all of my
the right thing to do. ~ K.Towles
affairs.
ECB MONTHLY : KATRINA TOWLES
I am inspired by many women but my Mother is my greatest inspiration of all. Ruth Ginsburg Maxine Waters Hillary Clinton Beatrice Fitzgerald Michelle Obama
LEADERSHIP LESSONS
ISSUE SIX | JANUARY 2021
COVID CHRONICLES Do you plan on taking the COVID vaccine ?
YES: JESSE MCCORD
NO: XAN MINOR
My family and I will be taking the vaccine when it
I have been tested for Covid-19 more than a
becomes available to us. Through much research
handful of times. I thank God I have been
we have decided the vaccine to be safe and a
negative each time and I will not be partaking in
necessary step for ourselves and society, as a
the vaccine. I don’t trust the vaccine and am
whole. The efficacy of both the Moderna and
skeptical that it may cause harm to my body or
Phizer/BioNTech vaccines give hope that one day
cause me to contract Covid-19. I commend
we will be through this pandemic and living a new
anyone that is getting the vaccine for their own
normal life. I do not believe that we will "return"
reasons and pray that there are no negative side
to normal, as the world has changed far too much
effects. I know vaccines are supposed to help
in the past year, but a new normal can be good.
prevent viruses or certain illnesses but I will just
We look forward to the future in optimism and
continue to wear my mask and social distance. I
hope others will come to the same decision.
have never taken a flu shot and try to keep myself healthy the best way I can by taking vitamins and by drinking a glass of orange juice daily.
OR
NOT AT THIS TIME: REGINA WEBSTER While I am hopeful for a vaccine that will combat this vicious virus, I am undecided at this moment. I know that someone has to be first and we take risks just leaving our homes, but I would like to see what the side effects are and what percentage still get the virus even after taking the vaccine.
YES: NIKKITA PITTMAN YES: LINDA HOLLINGSWORTH
I plan to take the Covid-19 vaccine when it becomes available. I think it's a great
I plan to take the COVID-19 vaccine with the use
preventative measure for those of us who have
of the V-Safe tool developed by the CDC. It
not had the virus yet. I've been extremely
rapidly detects any issues with the vaccine and I
cautious in an effort to protect my children from
can quickly report any personal side effects I may
possible exposure, and so far, I've been
experience. Wearing masks and social distancing helps reduce our chance of being exposed to the virus or spreading it to others. The vaccine works with the immune system so it will be ready to fight the virus if exposed and stopping the pandemic requires using all the tools we have available.
successful. This would be just another step in minimizing their exposure and ensuring I don't bring the virus home to them while I'm conducting my daily back-and-forth to and from work.
NO: DAMIKA MCGOWAN NO: SONJA ROSS I have decided not to participate at this time. I
I will not be getting the vaccination. I have
am unsure about the short term and long term
gone this entire time without contracting the
effects this could have on my health. I'm
disease;and I believe it is because I follow safe
skeptical because I had a horrible experience with
protocols. I wash my hands often, limit
the flu shot. Since I am a cancer patient, I was
interaction with others, disinfect my common
advised to get the flu shot. I immediately became
areas, at home and work and keep my hands
sick with flu like symptoms and struggled to
out of my face. At this time, the vaccine is just
overcome constant sickness and aches for several
too new for my comfort and I will let the CDC
months. It seems like there is a different strain of
work out all of the kinks and complications for
the flu every year. In my opinion, there is not
several years before I expose myself and
enough information to say whether this vaccine
family to the drug. We will continue to
will prevent COVID or reverse the damage if you
practice safe measures during these times.
have previously contracted COVID. I need to be more informed before taking this vaccine.
NENA URGES GOVERNORS TO PRIORIZE 9-1-1 FOR VACCINE DISTRIBUTION Dear Governors, Throughout the COVID crisis, our nation’s 9-1-1 professionals have been there for America, 24/7. They have selflessly prioritized our health and safety over their own by continuing to work in close quarters, many times lacking access to vital PPE. They have dealt with constantly changing emergency-response protocols and surges in calls about domestic violence, mental-health crises, and serious, at-home illnesses. They have navigated quarantine-induced staffing shortages and, in most communities, no ability to work from home. Like other first responders, they have sacrificed and persevered so that when anyone dials 9-1-1, someone is there to help them. Sadly, while the federal government and statehouses across the country have designated 9-1-1 professionals as essential workers throughout the pandemic, many states are not recognizing these public servants as essential when it comes to the distribution of coronavirus vaccines. On behalf America’s 9-1-1 heroes, we respectfully call upon leaders in every state and territory to prioritize the vaccination of these essential frontline workers and include them in the “public safety” category alongside their law-enforcement, fire-service, and EMS peers. As we have seen in many cases already, COVID-19 outbreaks in any of our nation’s 6,000 9-1-1 centers have deeply concerning consequences, both for those citizens who dial 9-1-1 in moments of crisis and those field responders who rely on 9-1-1 professionals to coordinate emergencyresponse efforts. Leaders at all levels of government must take immediate action to vaccinate and protect those who protect us to ensure that no call for help ever goes unanswered. Please let us know if we can be of any assistance. Sincerely, Brian Fontes NENA CEO
PSAP PICS 1. Supervisor Regina Webster working at the platform. 2. Administrator Mike Spencer in his office. 3. PRD Damika McGowan is all smiles after receiving her CTO gift. 4. PRD Timesha French poses for the camera in between dispatching.
DISPATCHER OF THE YEAR SERIES
Linda Hollingsworth, RPL TRIPLE CROWN: PRD Linda Hollingsworth has been awarded Dispatcher of the Year three times in fourteen years. Linda Values Teamwork
There is no situation that Linda isn't willing to help with. You never know when she's having a bad day. She's always positive, always willing. Linda always has kind and encouraging words. She is a true example of a Team Player. She represents herself and the bureau well. With this being her second go round, Linda brings an old school vibe to a new school department, which is needed, appreciated, and respected. Words by SPRD Jeremiah King
FUN FACT The Dispatcher of the Year award was previously called the " Customer Service Rep of the Year". Linda won the CSR award in 2003, then claimed the rebranded honor of DOY in 2016 and 2019.
" I love handling high priority calls, or as we refer to them " HOT CALLS".
I
especially enjoy working events that require kilo units and aviation. These type of events trigger teamwork and we support each other by making updates and providing notifications to parties that need to be aware of the incident. When it's over and a suspect is caught, we all cheer and take pride in that we were able to work together for the resolution. "
- Linda
ALWAYS POSITIVE ALWAYS WILLING Linda is a leader and valuable member on the evening shift. She is quick to help her co-workers, no matter if it is relieving dispatchers for break or spearheading shift celebrations. She is most passionate about encouraging others. Linda says, " recognizing opportunities to make my co-workers smile or laugh is my passion. Uplifting
" Everyone in the Bureau may not be able to hold a leadership position, but we can all be leaders." - LH In addition to winning Dispatcher of the Year multiple times, Linda has been awarded Dispatcher of the Month six times. She has attained her Registered Public Safety Leader (RPL)certification, is a Peer Counselor and a Crisis Intervention (CIT) dispatcher.
one another promotes positive energy
Linda considers family one of her
and helps build strong and trusting
" greatest joys" and she enjoys
relationships."
spending time with her grandchildren. She loves to go on road trips and
She names retired Manager Beverly
spend time outside when the weather
Wolfe-Davis, Training Manager Sean
is nice.
Lovejoy and Training Supervisor Margaret Stiger as her mentors. " They are intentionally supportive and hold me accountable for my goal of being
Memorable Call I once spoke to a woman who called the police requesting officers speak to her neighbor about his disturbing Halloween
the person I want to be as a team
decorations. She stated her neighbor had
player and as a leader. I subscribe to
inside his front door. Her children were afraid
the thought pattern that although everyone in the Bureau may not be able to hold a leadership position, we can all be leaders."
what looked like a distressed body hanging when they walked past the house, ran home and told her about it. When the police arrived, they discovered that what the caller thought was a Halloween decoration ( it was October) was in fact a human body. The man had hung himself.
CAREER DAY 2019 POWER CENTER ELEMENTARY PRD Linda Hollingsworth representing Memphis 9-1-1. They had questions. She had answers.
When you call us, we first need to know your address. I love being a 9-1-1 operator . What do I say when I dial 9-1-1? Do you like being a 9-1-1 operator? Are those coloring books for us?
Yes! The coloring books are for you.
JAN. 2021 • PROFESSIONAL DEVELOPMENT • ISSUE SIX
LINDA HOLLINGSWORTH, RPL The Registered Public Safety Leader (RPL) certification is a professional development course by APCO International. It is a year long program designed for those interested in developing PSAP management and leadership skills. In 2020, Linda obtained her RPL certification and shares her thoughts on the experience below.
What motivated you to seek certification? I was in search of a course that focused on improving leadership and team-building skills. One day I arrived for my tour of duty and Manager Beverly Wolfe-Davis said “check your email”. I was expecting a policy update or a memo on a mandatory training class but it was an email regarding the Registered Public Safety Leader (RPL) course. I discussed the process with Beverly and she encouraged me to sign up for the course.
How was the course?
How much commitment does the program require?
The entire course was online. The
Completing the program required
curriculum required that we
consistency, cooperation and a lot
complete assignments weekly.
of participation. I had to reduce my
There was a lot of interactive
social activities to avoid falling
training involved and it provided an
behind in weekly assignments.
engaging learning experience. Some
There were times my study group
of the assignments include,
and I sacrificed sleep because we
researching the history of APCO and
lived in different states and had
creating action plans. We had
different work hours but our
several group assignments where we
assignments still had a deadline.
had to complete projects and act out scenarios.
How was the application process?
What was your favorite part of the program?
What are some concepts you learned?
Applying for the course required
My favorite part of the program was
Some of the topics covered were,
being a member of APCO
creating a PowerPoint presentation
communication barriers, public
International in good standing. My
with two other classmates. We had
speaking, characteristics of leaders,
application was reviewed and
to remotely present as a team to
developing your inner innovator and
scored by my record of service to the
APCO facilitators. We all lived in
the list goes on. It was a year-long
association and/or our industry.
three different cities and were in
course and each day was full of
Once the process was complete, I
constant communication with each
leadership lessons and group
received an email from APCO
other and had fun with it.
scenarios that helped me apply what
stating that I was accepted into the program.
we learned.
Do you feel management was supportive in this endeavor?
How has achieving your RPL helped you as a dispatcher?
Absolutely. I do believe that my
increasing my value personally and professionally. I
development is valued by management
want to be prepared for more tasks and
and they support my growth. They were
responsibilities as they arise. I’ve learned ways to
closely involved in my training and gave
better perform as a leader and a team player in my
valuable assistance and information
position. I have new insights on the most current
whenever needed. They were available for
trends and skills in my industry and additional skills
my questions and concerns during the
to apply at work to help someone else pursue their
entire process and helped with gathering
goals.
This training is part of my personal goal to continue
statistical data required during the course.
What advice would you give another employee who is considering obtaining their RPL? I encourage any employee considering the RPL course to learn to organize and manage your time. Don’t underestimate the commitment needed to successfully complete the program. The weekly assignments are
Tell us about the culmination of the program. The final step of the program is to submit a service project. The project had to be beneficial to APCO and/or the 9-1-1 industry. I created a grade-specific 9-1-1 Education program to be accepted as part of the curriculum for our school system. The project was accepted and approved by APCO in January 2020. After successful completion of the program with all assignments and the service project approved, the next step was recognition and the receiving of my certification at the APCO International National Conference in August of 2020. The conference was
important and they have deadlines.
scheduled to be held in Orlando, FL but due to the
Most of all, use your resources. Don’t
pandemic, it was canceled. It all worked out because I
hesitate to seek others who have been
received my certification on an even more special and
through the program with your
personal level from Emergency Communications
questions or concerns.
Management staff.
Kudos for MGMT I was relieved and especially thankful when I completed the program. The encouragement and constant motivation from training coordinators, management staff, and CAD team for statistical information, pushed me to heights I never thought possible. Thank you all for inspiring me to be excellent in everything I do. Your leadership is top-notch! - Linda H.
Memphis ECB Registered Public Safety Leaders Linda Hollingsworth Karonda Kirkwood Sean Lovejoy Julia Robinson Margaret Stiger Patricia Wright Beverly Wolfe-Davis
JANUARY 2021 | SHIFT BY SHIFT
PRAISE FOR " CIRCLE P" ALPHA SHIFT 23:45-0745
CIRCLE P EMPLOYEES SPEAK OUT I really appreciate your kindness towards me. I do not help with the store for praise or gifts. I do it because it helps keeps the spirits up in this place. It is the small things that matter. Having the convenience of snacks readily available can make a world of difference when getting drafted and working twelve hours; or if you are
Secondary Employment ? Cirlce P is the makeshift convenience store managed
running behind and could not stop for food. Maybe
by Pat Wright and operated
you don't feel well and you need a ginger-ale. I am
by dispatchers. Co-workers
proud to work in our store. I appreciate Pat Wright
decided to show their
because she works diligently to keep it going, but always with a smile. - Cassandra Berry It's my pleasure to run our " corner store". I do it for yall. I may fuss sometimes, but it's all in fun. I really appreciate your thoughtfulness. - Patricia Wright, Store Manager
Pat Wright is the best boss ever! Circle P is the only establishment where I would work for free with no vacation time, PTO, health insurance or employee discounts. LOL. I love it at Circle P - Alexandria Butler
appreciation for the store workers by coming together and getting them Christmas gifts. Andrea Neil, Guriece Williams, Jazmin Eley-Moore and Julia Robinson are also proud store employees.
NEW YEAR'S DAY BRUNCH BRAVO SHIFT 07:45-15:45
Monetta Hampton and Tomeca Doty put together a New Year's Day brunch that was nothing short of amazing. The menu included chicken and waffles, shrimp and grits and (non-alcoholic) mimosas.
PICTURE DAY CHARLIE SHIFT 15:45-23:45
Christmas Day 2020 ECB Personnel working during Charlie shift were treated to a professional photo compliments of PRD Bre'ana Walker. Bre'ana and her husband Will, also an MPD officer, are owners of the photography company Aerial Perspectives. To learn more about her company and to see the entire album visit http://www.aerialperspectivestn.com.
PRD Bre'ana Walker
People love the whole “fresh start” that a new year brings. That’s no secret. But this year —more than ever—we’re all ready to embrace the fresh, new year with hope of what could be. And a huge part of that is goal setting. We know you’re probably thinking: Goal setting? Ha! My goals went out the window in 2020. I was just trying to survive, and now you want me to think about goals? Yeah, right. Whoa there, Negative Nancy. We get it. We really do. But having goals in life is essential— especially when things look chaotic. So this year, take some time to really think about those goals. And remember, just having good intentions alone changes nothing. Nada. Zilch. You can make resolutions all you want—but a resolution without a plan is just plain old wishful thinking. It’s time to rethink how you see goal setting.
5 Essential Guidelines for your Goals 1.Be Specific What do you want to achieve? Get down to the nitty-gritty. Just saying you want to lose weight won’t cut it. Instead try, “I’d like to drop 20 pounds and be able to do at least 20 situps in a row without passing out.” Watch for any roadblocks that could keep you from reaching your goal, and make a plan to get around them. Questions to ask yourself: Who does my goal involve? What am I trying to accomplish here? When and why do I want to make this goal happen? 2. Make Goals Measurable If you know your ultimate goal is to pay off $24,000 of debt in the next year, that means you have to pay $2,000 a month to reach that goal (or about $460 a week). Break your goal into bite-sized chunks. Give yourself daily, weekly and monthly steps. Focus on those. When you accomplish one, tackle the next one. Questions to ask yourself: How long will it take to reach my goal? How do I know when I’ve reached my goal?
3. Give Goals a Time Limit Set a time limit—because you need a finish line. Take that goal of yours, create a plan, and break it all the way down to daily activities. Then, give yourself a deadline. Physical planners are a great tool to write down your goals. Planners can help you manage your schedule, grow as a person, and crush your goals—no matter what they are. For example, you might say, “I want to lose 20 pounds by December 31.” To lose 20 pounds, calculate things like how many times you need to work out each week and how many calories you need to eat in a day. Then do what you can to hit that goal by your target date. Questions to ask yourself: Do I have a deadline for reaching my goal? When will I hit this goal? How many times will I achieve this goal? 4. Goals Need to Be Yours Let’s be honest—trying to accomplish someone else’s goals for your life never works out. Sure, your mom may want you to take classes and switch careers. But it won’t happen unless it’s your desire too. Why? Because striving to win isn’t for the faint of heart. It’s tough. And you won’t have the drive to stick with it if you’re working toward a goal you’re not even passionate about. Just because your spouse wants you to get out of debt doesn’t mean you will either. You have to want it too. The goals you set have to be your goals. When push comes to shove, you’re the one who has to fight to make them a reality. So, get in there and start swinging! Questions to ask yourself: Is this my goal? Or is it someone else’s desire for me? 5. Put It in Writing Something special happens when you write down specific goals. Get them down on paper along with all the steps it’ll take for you to get there. Seeing your goals in black and white will help you hold yourself accountable and track your progress along the way. Questions to ask yourself: Do I know the steps to reach my goal? Have I laid out a blueprint for how to get there?
Seven Areas of Life for Smart Goals We recommend you set goals for these seven meaningful areas of life: Spiritual Goals: Pick up a new devotional, start a daily journal, or plug in to a group at your church. Fitness Goals: Hit the gym more often, take the stairs, and remember to eat your veggies. Educational Goals: Go back to finish your degree, get your MBA, or read a good book every month. Family Goals: Plan one-on-one dates with your kids, have a standing date night with your spouse, or make it a point to call your mom and dad on Sunday nights. Career Goals: Work toward a promotion or raise, learn something new about your line of work, or polish up and send out resumés if you’re looking for a new career path. Social Goals: Look for new ways to connect with others. Say yes when someone invites you out to lunch—or, for some of us, say no more often. Financial Goals: Start saving for retirement, get out of debt, or use a monthly zero-based budget.
Don’t get discouraged if you get off track. Life happens. Remember 2020 and all the “surprises” it had? We all hit speed bumps and roadblocks along the way— pandemic or not. And honestly, that’s okay! That’s real life. As long as you stay focused on the end goal and keep taking small steps toward getting there, you’ll be on your way to big life-change.Now go take 2021 by storm!
Source: How to Set Goals for 2021 can be found at DaveRamsey.com/blog
TRAINING PROGRAM UPDATES "I am so proud of the work our Communications Training Officers are doing. I am fortunate to work with trainers that are dedicated to our Bureau. I hope each of you enjoy your Christmas gifts. You deserve it and so much more. We appreciate your service and applaud you for commitment to the training program. New hires could not be converted into competent dispatchers without you. 2021 is here and we will continue hiring, which means more work for us. Let's get it done." -SPRD Margaret Stiger, RPL, CPE, Training Coordinator
2019 SUPERVISOR OF THE YEAR JANUARY 2021 FEATURE STORY BY MANAGER D. ROGERS
SPRD Metrica Spears is a certified E m e r g e n c y N u m b e r P r o f e s s i o n a l. An 18 year veteran of Memphis 911 Communications, Spears is a supervisor currently assigned to the overnight shift. In addition to being awarded 2019 Supervisor of the Year, in the past she has won the Dispatcher of the Year award multiple times, as well as Trainer of the Year.
SPRD METRICA SPEARS ,ENP Supervisor Spears began working in Police We are not thanked often for the job we do. We are not
Communications June 2002. For her, training was a
given accolades and kudos each time we take a call or
mixture scary and overwhelming to it being thorough
send an officer. We, ourselves, may never think to take
and extremely beneficial. She questioned her training
the time to really think about the work we do on a
then but is grateful for it now. Her trainers instilled the
regular daily basis. We consider the stress and the
importance of knowing and following policy and
frustrations as normal, everyday routine. And it shows
procedure, as well as the importance of officer and
for most of us. Well, that’s not the case for SPRD
citizen safety. Her training only added to her caring
Metrica Spears.
and compassion.
Have you ever heard her yell out in anger? Have you
As a call-taker, SPRD Spears liked being able to make a
ever seen her in a state of panic? In the 18 ½ years she
difference by helping those in crisis. She had
has worked in Police Communications, Mrs. Spears, I
confidence in her ability to make someone’s day better
don't recall her breaking a sweat in any role. And yes,
by offering a calm and reassuring voice during one of
she has done it all. In each role - Dispatcher, CTO, CTS,
their most stressful and darkest times. Comparing her
or Supervisor - Metrica has always maintained her cool.
experiences then with her years of on the job learning,
As Supervisor, she has remained just as structured and
Metrica has advice for newly hired dispatchers/PRDTs:
committed as the day she started those 18+ years ago. And it has been a joy working with her.
“During your training, and even after you are released, take advantage of your “down time” by continuing to review your
Despite a year full of work pressures, aggravations, and
training materials and policies. Increase your job knowledge
disappointments, she managed to simply be herself and
so that you are better equipped to handle critical situations in
continue to get things done. This interview provides
the future. Talk to someone and ask for help if things get too
some insight into how her career started, who she is,
tough mentally and/or emotionally.” ~ SPRD Spears
how things are going, and a few of her expectations.
2019 SUPERVISOR OF THE YEAR: METRICA SPEARS
She Leads by Example
To add to who she is, I see SPRD Metrica Spears as one
SPRD Spears doesn’t just talk the talk. She speaks from
who exemplifies the mission of the Emergency
personal practice. When asked how she deals with stress,
Communications Bureau. She takes it upon herself to
her answer was nothing exceptional. Talking to family and
provide exceptional support and service to everyone. Her
close friends is her go-to. Her family plays a huge role in
resolve, focused efforts, and outstanding leadership have
her support system. She spends a lot of time going back
made a significant impact on me personally and in the
and forth to Mississippi to check on and connect with her
Communications Bureau. SPRD Spears coaches and
family. She and her husband both have large extended
challenges employees to perform their best. She reacts
families, so there is enough love to go around. Metrica is
with discernment and provides efficient information,
also learning how to slow down and take time for herself.
recommendation, or direction. Her skills, knowledge,
In addition to family connecting, to relieve the stress and
willingness to help others, and dedication to the bureau
relax the senses, SPRD Spears enjoys fishing; a calm and
and the community made her an excellent choice as
quiet exercise. Right now, she is depending on the
Supervisor of the Year. - Manager D. Rogers
attention and affections from close friends and family because of this pandemic. Working through COVID19 and the emergent day to day tasks has added another layer of difficulty to her life both at work and outside of work. Yes, we’ve all experienced this. Nonetheless, I say we are blessed and available and able to help others. SPRD Spears is no stranger to supervising. She attributes her previous career in retail management to the ease of
MEMORABLE CALL
her moving from the dispatch floor to the Supervisor podium. However, the shift took some getting used to. Transitioning from being responsible for only yourself to
While working on the overnight shift years ago, I
being responsible for everyone on your shift; looking at
received a call from a male who was whispering that
things from a different point of view; familiarizing yourself
someone was breaking into his house. He sounded
with vast amounts of information and processes you have
to be very afraid, hysterical, and not able to focus
to learn was, and still is at times, more than a notion. As
enough to give me his correct address. After several
part of her success story, SPRD Spears says she is consistently striving to better herself and increase her knowledge as a Supervisor. She often reaches out to the senior supervisors and managers for assistance and advice.
non-successful attempts to get his location, I then heard the caller say "he's in my closet wearing my robe".
She considers them each to be mentors. (I smiled at this.) She views their years of experience as a wealth of
Wait....what?...who?...the prowler?
knowledge. She is also inspired by people who make their
my interview then shifted. "Sir do you take
passion their profession. When asked what she is most
medication for any mental or medical conditions??"
passionate about her response was genuine. Mrs. Spears is most passionate about helping others in an effort to make their lives better. I've experienced this firsthand. She does a number of things in the community and is there to be the
The direction of
Officers were eventually able to locate the caller and determined that he had taken sleep aids that caused him to hallucinate.
best, most trusting and supportive friend to those in her inner circle.
ECB MONTHLY FEATURE STORY: JANUARY 2021
Editor's Notes Manager Deranecque Rogers, ENP, Editor-In-Chief
Happy New Year! 2021 is here! Did you set any goals? Do you have any changes or improvements you're going to make? I will be spearheading a Mentor Program where newly released employees will have the opportunity to be paired with a more seasoned employee in an effort to help them acclimate to the Bureau. This will not duplicate with the training program. The purpose of the training program is to ensure new employees are competent telecommunicators and dispatchers. The purpose of the mentor program is to assist new dispatchers with workplace wellness. We want to help them adapt healthy attitudes, positive perspectives, and strong work ethic as they embark on their new career. Here are a few questions to ask yourself: Do you know what it means to mentor someone? Do you have a mentor that has made a positive difference in your life? What expectations do you have for ECB? What type of workplace environment do you want? What kind of people do you want to have as your co-workers? Mentoring is another opportunity for us to shape our work environment. We need people to step up to be mentors. It's okay if you choose not to or don't think you are a good candidate. We aren't going to simply pair a mentor with a mentee. We will have mentor training. There will be seminars and workshops to prepare those selected to be the best mentor possible. There will be expectations and evaluations. What we need from you is for you to have a positive attitude and the desire to make a positive contribution to our workplace. We want those with a true desire to see the ECB function in its highest capacity. Let me be upfront and be clear. This is not a come one, come all program. If you've ever said out loud " I hate my job�, please do not apply or show interest. Those are the sentiments and attitudes we are working to combat. Each day we come into the workplace, we bring with us our attitudes, beliefs, skills, and habits. They shape us and contribute to our perspective. The mentor program is for those employees who feel a sense of pride and commitment to the job, those who want to come to work, appreciate working here and feel a sense of camaraderie and respect in this profession. While the complete list of ECB Mentor requirements is being finalized, I will share two of the most important ones: 1. Must have a Positive attitude 2. Must be Respectful to superiors and all co-workers I'll have the complete list and all details in the March issue of ECB Monthly. I am very excited about this program, especially since many supervisors have agreed to serve as mentors. Even Mike stated he is willing to have a mentee. If you have any suggestions as to how we can make this initiative strong or already know you are interested in being a mentor, drop me a line. Let's keep moving towards the light and we will shine brighter ------ together!
~Deranecque