OCTOBERÂ 2020
ISSUE THREE
ECB MONTHLY
Official publication of the MPD Emergency Communications Bureau
missionfeaturing
Memphis
9-1-1 Professionals
INSIDE THIS ISSUE Domestic Violence Interview Breast Cancer Month Observation Details on our upcoming Radio Upgrade TENA Virtual Conference Review and MORE!
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.
OCTOBER 2020 DOUBLE FEATURE
CHARLOTTE B. HARDY
PAGES 6-7 & 18-20
4 From the Administrator's Desk : Mike Spencer
MEMPHIS ECB MONTHLY TEAM MIKE SPENCER, CHIEF ADMINISTRATOR DERANECQUE ROGERS, EDITOR-IN-CHIEF
Table of Contents
5 History Moment : Karen Ollie 8 Breast Cancer Warrior : Damika McGowan 9 Bright Light : Linda Hollingsworth 10 Professional Development : Antonae Parker 12 Friends of our PSAP : Courtney Jackson 14 Beyond the Bureau : Lieutenant Stephon Roach 17 Breast Cancer Survivor : Patricia Wright 21 Answer the Call : Julia Robinson 22 Leadership Lesson : Sean Lovejoy 25 My Covid Story : Stacy Redeemar ERICA MAY, EDITOR
26 Union Updates : Mendi Shull 31 Editor's Notes : Deranecque Rogers
This issue is dedicated to former PRD Vivian Williams. 1956-2018
OCTOBER 2020 | FROM THE ADMINISTRATOR'S DESK
MIKE'S MINUTE MICHAEL SPENCER
EMERGENCY COMMUNICATIONS ADMINISTRATOR
What's Next ? It may seem like Groundhog's Day; but it Hiring, Retention & Staffing Staffing will be top priority over the next 12-18 months. I hear each of you loud and clear when you say that we must bolster our numbers. Mandatory overtime is by far the worst part of this job. And that is saying lot in a profession that deals with some of the worst situations day in and day out. We are not unique and if you Google 9-1-1 staffing shortages you will get pages of results. But it does not have to stay this way. I have heard people tell newer employees that it has always been this way. That is not entirely true. Early in my career we were adequately staffed. I remember roll calls where the supervisor would announce that we did not have space for everyone and proceed to ask if anyone wanted to use benefit time to go home. I want us to make that announcement in roll call. I want each of you to give us 40 hours a week and enjoy the rest of your time off. I know how important it is to have a balance and I am committed to getting us there. We are on the right track. The Police Department increased our overall staffing complement by 10 to 155
MICHAEL SPENCER, CMCP "I know how important it is to have a (work-life) balance and I am committed to getting us there." - Mike Spencer
dispatchers. We currently have 124. We hope to hold two classes out of the current hiring roster to get to our goal, but I need your help.
SET A PROFESSIONAL EXAMPLE
To the training staff, I can understand how you may feel exhausted because we have been training for years. Please hang on and continue to give 100%. Together we will get there. The more people that successfully complete the training program, the more days off can be approved. We will see fewer mandatory overtime slots and we can grow this
I have said it before, and I will say it again. Even if you
Bureau in a healthy direction. Help mold new hires into the
are not a trainer, you are training new hires. They learn
co-workers you want to have. We need dependable,
from listening to you. They learn from watching you.
motivated and competent employees. You are shaping the
They learn from reading your CAD events and
future of this Bureau. We have a lot of process improvements
messages. Sometimes they ask for help and learn from your guidance. Set a professional example. I know many of you are still early in your career and you may still think of this as “just a job�. I want you to know that you have embarked on a professional public safety career. Be proud. Learn and grow and before you know it, you will have years of earned knowledge that will carry you far in this profession or into your next endeavor.
we need to focus on, but we must reach full staffing first. Even in these conditions, you still continue to perform well. We are answering the calls quickly and dispatching officers in a timely manner. At a high level these seem like simple priorities, but I understand everything in between. I know how much goes into this job and I appreciate all that you do. Never hesitate to let me know what I can do to improve the quality of your work life. I truly appreciate your hard work and dedication to our officers and citizens we serve.
October 2020 Issue Three
ECB History Moment Become a Historian Have you been working in Communications for at least fifteen years? Then, we want to hear from you. We want to know what it was like back in the day. Submit your history moment and give us the scoop.
When Co-workers Become Family by PRD Karen Ollie Karen Ollie started working for Communications in 1997. During my sixth year working as a dispatcher, I experienced a life changing event. My mother was a dialysis patient and suffered a stroke. I filed for FLMA so that I could be present to aid in her rehabilitation. This was a very unique situation for me because I don’t have any children and I didn’t realize all the responsibilities involved with becoming a caregiver. At that time, Willaine Hampton was the Communications Manager.
PRD Karen Ollie
I will never forget how supportive she was during my ordeal and I will always be grateful for her compassion. She gave me guidance with filling out the paperwork, constantly checked on me and gave me words of encouragement. Eventually my mother passed and Communications was there for me. My co-workers visited,brought food, and gave monetary donations. Several of my co-workers even attended my mother’s home going celebration. I was overwhelmed by their kindness and the show of support given to me in my time of need. That’s when it really set in for me that the Communications Bureau is truly a family. I promise, I felt the love.
DID YOU KNOW ? Williane Hampton, the manager mentioned in Karen's story is the mother of SPRD Katrina Towles.
CHARLOTTE HARDY AUGUST 2020 EMPLOYEE OF THE MONTH
About Charlotte 21 Years of Service • Communications Training Senior Station B Certified
What is Your Favorite Part of this Job?
............................................
What is the most challenging part of the job?
My favorite part of the job is being a The most challenging part of the job for me is
trainer. I started training late in my the variation of schedules. It works sometimes
career,
but had I known it would be
this rewarding I would have started
but at my age a normal schedule is more
shortly after I met the requirements
beneficial. There are times when I volunteer for
and qualifications.
overtime but those drafts, they seem to only occur when you have something to do!
How was training for you ? Training was intense and confusing. I literally sat with twenty different
What changes have you seen since you started? I appreciate that we now have part time positions and call taker positions
dispatchers for those ten months.
exclusively. In the past if you were not
Many were not formally trained in how to train new employees and did not have the heart to do it properly.
able to excel as a dispatcher you were separated from the department. Now
SAY HELLO TO THE NEWEST ADDITION TO THE FAMILY!
those individuals have an opportunity to
I have a vivid memory of my first time working midnights. My trainer connected her headset, put her feet on top of the console, opened her favorite novel and turned her back to me. She left a lasting impression on me. I knew that was not the type of trainer I would be.
be call takers and maintain their jobs which is important to both our bureau and them, naturally. There have been times when full time vested dispatchers needed their schedules adjusted for medical or personal reasons and under the leadership that our bureau had at that particular time, they were not able
I have positive memories too. The late Great Richard Zini was about to
to appease or meet their needs. We lost valuable employees for this reason and I
release me but I hadn’t been to Charlie yet. I asked him not to. My
am happy that change has been made.
words were “those people on that shift move faster than me. I was sent
The technology in the industry has
to Charlie and talk about a game
evolved to meet the needs of its users.
changer. Charlie shift builds and
We have and are adjusting to those
cultivates the best dispatchers, end of discussion. I trained with the late great Vivian Williams and our current TAC Coordinator Karen Armstrong. I was shipped to my last trainer Eddie Heaston who stated “Wow you're not that bad”. He kept me on Raines
&
Crump (then called South& West) a lot and a dispatcher was born!
What are you looking forward to most in the future? I'm preparing for a segue into healthcare. In 2018 I had an extended leave from work in the form of a suspension. During that time I completed studies and gained my Tennessee Nurse Assistant Board certification. I look forward to retiring at a fairly younger age than most and starting a new career.
changes. The leadership that we currently have ensures that Memphis Police Communications stays at the forefront of telecommunications technology.
What would you tell a newer employee that seeks to be successful in this role? I tell new employees to focus on settling into and getting to know and understand all things related to their jobs. Ask questions and learn as much as you can. Don’t be overly concerned with the messenger, just absorb the message. I would encourage newer employees to get active with our union. Most importantly, obtain certifications. Study for the ENP or RPL which will put you ahead of the masses when you are seeking more responsibility through promotion.
CELEBRATE HER
Damika McGowan ECB BREAST CANCER WARRIOR Damika has undergone eight surgeries since being diagnosed with breast cancer in March of 2017.
YET THANKFUL I've been blessed with a supportive group of friends and co-workers who I consider my extended family.
SHE'S HOPEFUL I am grateful that I am continuing my journey of defeating breast cancer
PERSPECTIVE Being a dispatcher allows me the opportunity to listen, encourage, and help others when they may want to give up. My journey aids me as well as motivates me to do my job better with the mind that I am able to save lives.
during this pandemic and I still have a job that allows me to serve my community.
OCTOBER 2020
BRIGHT LIGHT IN THE BUREAU POSITIVE AND UPLIFTING MESSAGES FOR OUR CO-WORKERS BY OUR CO-WORKERS
THE POWER OF POSITIVE THINKING & DOING One of the missions of this
SWITCH TO THE VICTORY CHANNEL by PRD Linda Hollingsworth, RPL
publication is to promote positivity in our PSAP. There are many things
I recently read a study that suggested that the human mind is
we have no control over; however
more programmed to gravitate towards negative memories.
we do have control over ourselves, our minds and our behavior. When you choose a positive and
This is because positive and negative interactions are handled by different parts of the brain. A negative memory takes up
optimistic outlook, you are not
more space because there’s more to process. As a result, we
conceding that nothing is wrong or
are more likely to remember negative occurrences, rather than
everything is perfect. What you are affirming is that you will not be consumed and controlled by your
positive ones . For example, a person may remember losing fifty dollars more than they will remember gaining fifty dollars.
emotions. We are all responsible
When we realize this, we have to be proactive with our
for the morale in OUR workplace.
thoughts. When negative memories come back to the movie
What are YOU doing to make a positive difference?
screen of the mind, you can pull up a chair, get some popcorn and watch them all over again. Or you can remember that’s not
If you have anything positive you would
the only channel. There’s another movie playing on a channel
like to contribute to the newsletter
that’s filled with your accomplishments and victories. You have
please send it over to the editorial team. It will be our pleasure to publish it. - PRD Erica May , ECB Monthly Editor
a choice. Instead of staying on that unpleasant channel, switch over to your victory channel. You’re not going to move forward into new things if you’re always replaying the negative things that have happened to you. Learn to change the channel. Focus on the positive, move forward in victory and claim the blessings in store for your life.
OCTOBER 2020 ISSUE THREE
2020 TENA VIRTUAL CONFERENCE WRAP UP PROFESSIONAL DEVELOPMENT I was elated to hear the TENA conference was to be held virtually this year & free of charge. Since working for the Bureau, I have always wanted to attend one of these conferences and it landed right at my doorstep... well, computer screen. TENA is the Tennessee Emergency Number Association that aims to promote education of the latest technological advancements and best practices among 911 departments across the state. It also participates in Tennessee legislation as it relates to emergency communications.
PRD Antonae Parker, CTO PRD Antone Parker has worked in Communications since 2013. She is a Communications Training Officer and a mandatory draft veteran.
The conference was extremely informative and inspirational with sessions led by subject-matter experts. It was reflective and helped me to remember the importance of our role as a telecommunicator, both as a call taker and dispatcher. The keynote speaker was Jill Plush, mother of 16 year old Kyle Plush who tragically died of asphyxiation after being trapped in his van’s folded seat for 6 hours. She played the two desperate 911 calls made by Kyle, who gave his exact location and vehicle description using his iPhone’s voice recognition software - Siri. However, dispatchers failed to obtain this information and it was not properly relayed to responding officers. While showing us the actual CAD entry, his mother explained that the call taker not only ignored the information given by Kyle, but also misclassified the call type and held the event for 7 minutes before it was sent over for dispatch. It definitely can be argued that Kyle’s death was preventable... his life was literally held in the hands of those telecommunicators.
KEY TAKEAWAYS
THE SESSIONS During a session titled “If they are the
• Self-care is a daily task and we must
problem, why do I have to change?” led by
remember to take care of ourselves mentally
Tracy Eldridge with On Scene
and physically.
First,participants were challenged to take an inward look at themselves and realize
• Millennials favor flexibility, in contrast to their
how we each can better manage our
more senior coworkers who are more loyal to
emotions/ reactions both inside and
work.
outside of the workplace. This, in turn, will minimize stress and frustration interacting with coworkers, citizens, and officers as we become more sensitive to the emotional needs of others. In other words, learn how to handle people to make it easier for yourself.There were a multitude of other classes. Motorola talked about their new radio that works over a cellular network anywhere in the country. Maureen Diekmann with Moetivations taught about Leadership & Management and how the
• Be proactive, rather than reactive. • Employees better educated in policy show better performance. Take the time to read it and ask questions if necessary. • Communicate to others they are needed. As a communications bureau, we should practice better communication among ourselves. • Try to be the best version of yourself when talking to the citizens and officers, even when
responsibility is much greater than
they try you. Faking a better mood tricks the
paperwork in a comm center. People do
brain into thinking more positively.
enjoy positive feedback occasionally because you really never know what
Ultimately, we must remember the reason
people are dealing with. We also heard
behind WHAT we do. Furthering our training
from the Tennessee Office of Open
helps us to remember WHO we do this for. Our
Records. Lee Pope led this session and
work environment includes different age
reminded us that anything done at work
groups, ethnicities , and religions that mesh
can be subject to open records...and
together for a common goal. We persevere
anything work related pulled up outside of
despite constant staffing shortages and
work can subject you to this as well. So, be
consistent emergency challenges. And every
careful on social media.
time you answer a call, remember Kyle,
"Tennessee Office of Open Records ... reminded us that anything done at work can be subject to open records."
remember his desperate pleas for help, remember you are the Thin Gold Line.
COURTNEY JACKSON, FIELD ENGINEER INTEGRATED COMMUNICATIONS
Surely you've seen Courtney around working on our consoles. Now we are able to put a name with a face and say hello.
Tell us about yourself ? I am originally from Rockford, IL which is roughly an hour outside of Chicago. I attended Rock Valley College where I earned an associates degree in Electronics/Computer Technology. I completed my bachelors degree in Technology Management at Devry University.
I’ve been in the 2-way Emergency Communication industry for 24 years. I started my career at Motorola repairing 2-Way equipment such as hand held walkie-talkies and mobile car radios. Later, I moved on to field operations servicing Radio Tower Core Network equipment and dispatch consoles.
At that point I realized that working with the end-users was more rewarding for me so I’ve stayed working in PSAP’s and have moved around to the state , county and federal levels.
What does your workday look like ? My primary responsibility is to support and maintain all Shelby County PSAP’s Vesta 911 phone system and Motorola radio dispatch equipment. I ensure the equipment stays working as designed by performing routine maintenance on the consoles and back-end network servers. Dispatch, phone and radio equipment run 24/7/365 so the maintenance is a critical piece to making sure our 911 operators have reliable working equipment. I also support equipment for PSAP’s outside of Shelby County. I support hospitals, prisons, fire houses, military and government agencies in the same manner.
What other PSAPs have you worked in? City of Atlanta
Immigration and Customs Enforcement (ICE)
Clayton County
Washington, DC
Gwinnett County
Denver, Colorado
Dekalb County City of Jacksonville, Florida New Orleans Parish Chicago FRIENDS OF OUR PSAP : COURTNEY JACKSON, INTEGRATED COMMUNICATIONS
FRIENDS OF OUR PSAP : COURTNEY JACKSON, INTEGRATED COMMUNICATIONS
How does Memphis differ from other PSAPs? What stands out to me is that the Memphis PSAP does more with less. Memphis has the same or more call volume as many major cities around the country and MPD manages to keep answering times at a high level with less dispatch resources.
What do you like about the Memphis PSAP? The Memphis PSAP is always looking for ways to improve. The Memphis PSAP is always on the front line to introduce new innovative technologies to call handing. This speaks volumes to how the Memphis PSAP upper management and the 911 District work together and spare no expense supporting the dispatchers by giving them the tools they need to make their jobs more efficient. This is hands down is the best I’ve seen in my career.
Tell us about our new radio system and what it means for us? The City is getting a Project 25(P25) Radio system which essentially means it is Public Safety Grade with the highest level of reliability and performance. The P25 Standard is the preferred radio technology nationwide. Right off the top I can definitely say dispatchers will experience superior audio volume and clarity from field units in comparison to the current system. The new field radios come with noise canceling features that totally minimizes background noise.In-Building radio coverage in critical buildings such as schools and hospitals will increase to 97%. Dead spots around the city will be very minimal if there are any at all. This new system features seamless interconnect and patch capabilities between outside agencies. Dispatchers will have the ability link multiple users and agencies together. This feature will come in extremely handy in any major event.
In your opinion, what does the future of 9-1-1 look like ? The future of 911 is changing for the better and it’s all to make the job of the dispatcher easier using technology. Currently ( Next Generation)NG-911 technology is being implemented in Shelby County and it will open the door for videos and pictures to be passed over the network directly to the dispatcher. Prepare to embrace change as new technologies come in.
OCTOBER 2020
PAGE | 02
OCTOBER 2020 * ISSUE THREE
BEYOND THE BUREAU
DOMESTIC VIOLENCE UNIT LIEUTENANT STEPHEN ROACH 23 years with Memphis Police Department 4 years in the Domestic Violence Unit Promoted to Sergeant in 2010 Promoted to Lieutenant in 2016 Previously assigned to Internal Affairs & Security Squad Bravo Award recipient IACP Leadership in Police Organization training Married with two daughters ; ages 17 and 20
A HEAVY CASE LOAD Located the on 6th Floor of the Family Safety Center,the Domestic Violence (DV) Unit investigates approximately 15,000 cases each year-- more than any other bureau in the Memphis Police Department. When uniform patrol officers take reports that involve domestic violence, those reports are forwarded to the DV unit for follow up. The patrol officers also provide the victims with a packet that includes information about their rights as a victim as well as resources to assist them with leaving an abusive relationship. Lieutenant Stephen Roach supervises the detectives that investigate domestic violence complaints. Every day MPD’s Domestic Violence (DV) Unit receives approximately 50 new cases. Those 50 cases that come in are divided up and each DV investigator is assigned 8 to 10 cases for the day. The investigator then reads through the cases , makes phone calls and sets up appointments for the victims to come in and provide a statement. ” He says that many times victims change their minds when they realize their significant other will be arrested. They will call the investigators the next day saying they don't want to go through with the process. However, Tennessee does not have a “refusal to prosecute" option for domestic violence cases. If a victim makes a complaint and officers are able to corroborate the victim's statement ( with bruises , bodily harm or witnesses), the police move forward with arrest and attempt to prosecute the abuser. The process can be disheartening; because even though the investigators have to see the case through on their end, many times victims don't show up to court. “Only 40 percent of DV victims show up to court. We can't prosecute without a victim so we encourage victims to show up and see the process through."
"I talk to my daughters a lot. They already know what I expect of them and any young man that attempts to date them. I explained to them if they ever get into an altercation and find things escalating to walk away, then call your Daddy." - Lt. Roach
TEACHING IS HIS PASSION Lieutenant Roach’s favorite aspect of the job
He self identifies as the “grammar police” and is
is being able to teach. He takes pride in
concerned with the decline in the quality of
training officers when they are newly
writing within the department and within society in
assigned to his unit. “I give them the run
general. “A paragraph is supposed to be at least
down on investigative and interrogation
three to four sentences in narrative form. I read a
techniques as well as go more in depth into
lot of reports with one line here and another line
Tennessee’s DV laws.
there. Some narratives don’t even make sense and this is what we will have to use in court. It's
Lt. Roach enjoys when he gets the chance
understandable that the Training Academy
to teach at the Training Academy. He
spends a considerable amount of time of firearms
covers DV procedures and laws with new
training; but Lt. Roach would be encouraged to
recruits. He also is also a lead DV instructor
see additional focus placed on basic
during " in-service". Outside of the
communication skills during the training phase.
department, he teaches domestic violence classes to the Memphis Fire Department
When asked about the state of policing he
and to Shelby County Schools’ security
acknowledges there have been a lot of changes
officers.
nationally and within the department. There appears to be a breakdown in communication
Lt. Roach enjoys speaking to civic groups,
between the community and police officers .
churches and other organizations; and
“There is a lack of respect for law enforcement,
welcomes opportunities to educate citizens
but more than that; today there is a loss of
about the cause. One of his favorite
respect for authority period." There have been a
programs is when he gets to speak to the
lot of changes in the department this year and Lt.
participants going through the Citizen’s
Roach thinks, " that's okay."
Police Academy. Lieutenant Roach is undergoing the promotional process and hopes to be promoted to major soon. Aside from the police department, he and his wife own a travel agency. He enjoys taking self-defense class with his oldest daughter. He and his family are members at 901 Church in Millington where he is a Sunday School teacher.
Victims Rights : A Three Pronged Approach We work with the Family Safety Center to break the cycle of violence by assisting and encouraging the victim, educating and counseling the children, and offering counseling/help to the offenders. - Lieutenant Roach
OCTOBER 2020- ISSUE THREE
CELEBRATE HER
Patricia Wright ECB BREAST CANCER SURVIVOR Pat Wright was diagnosed with breast cancer in 2016. That same year she had to cope with the passing of friends and family members- including her mother.
THROUGH IT ALL The entire year was horrible for me. My niece was killed on Beale Street in May. Then two of my friends/co-workers died unexpectedly, Karen Dickey and Katie Montgomery. Finally, my mother passed in September. I didn’t get a chance to tell her I was fighting cancer. My first visit to the doctor after the phone diagnosis, she told me I would have to have surgery to remove the tumor then chemo/radiation. I went through 4 rounds of chemo and 20 radiation treatments. My chemo doctor told me that I would gain weight and lose my hair. The hair returned and the weight remained. With my faith in God and a great support system from my sister and co-workers, I beat it!
PAGE 17
I appreciate my MPD Communications family--especially Karen Ollie who was at every chemo treatment. She made sure I ate and was very comfortable. I advise all women to make sure you do your self examinations and get your mammograms.
OCTOBER 2020 | ISSUE THREE
an interview with
CTS Charlotte Hardy TRAINING SPOTLIGHT
What is your favorite part of being a trainer? My favorite part of being a trainer is seeing the trainee’s gradual metamorphosis. I love to see someone walk in with no law enforcement or public safety experience and develop into a: question asking- quick typing- subject & verb agreeing- mouse clicking- clear responding- update givingofficer and citizen protecting- full- fledged Memphis police dispatcher. I enjoy seeing trainees have their light bulb moments as they connect the dots. I tell them all the same thing, “Just show back up tomorrow and it will all make sense real soon!” They say the funniest things, when they finally make the connection and understand why we do what we do. Sometimes my eyes literally fill with tears (of joy) and I say “Yes, you finally understand what I’ve been talking about. Okay you’ve got it ---------now keep working!”
"Gamified" Exams
Charlotte looks on as while a trainee answers a call.
True Professional
Homework Central "I have worked with Charlotte for twenty years and can vouch she is quite the professional. There
have been many days we had to encourage each other with reminders of why we signed on to train, and believe me it was not for the money. When it was announced that Charlotte was our newest CTS, I remember jokingly saying to Manager Lovejoy, “Well it’s about time”! What an asset and example of excellence for the ECB’s training team. As a CTS, Charlotte has displayed the skills and attitude that are required for this challenging job. She is serious in this role, meticulous in her work and reliable in all assigned duties." - SPRD Regina Webster
HOW WE TRAIN: CHARLOTTE HARDY
Making Learning Fun Again !
What motivated you to become a Communications Training Officer (CTO)?
What do you look for in a trainee? I look for a willingness to learn, an open mind and someone who wants to be coached. It is
What motivated me to become a CTO was the unfair
impossible for any member of the training team
treatment I received during my training. There were
to teach someone anything if they are not willing
no APCO guidelines or standards to which trainers
to learn. I look for someone who can
or our bureau were held---and it showed. I wanted to be a part of the solution. At the time I joined the training program Communications did need new trainers due to a few trainers retiring. With a little nudge from our current manager Beverly Wolfe-Davis I competed my application and started classroom training- to become a CTO.
think. Literally think through actions-cause and effect, also think under pressure. I appreciate when trainees are able to take criticism and do not take correction as a personal attack. Instruction is never personal; but necessary for the detailed nature of law enforcement. I look for someone who is not too
How would you describe your training philosophy or style ?
quick to judge a caller who is not as educated as them or others. The basics are important to me when it comes to grammar as well as active listening. I look for the trainee to be able to
My style varies depending on the person. I usually ask my trainee the first few moments of getting to know them how they learn and I teach from that response. I must admit the information I relay at first glance can appear rather unorganized, but it is all needed. I just cannot sit for an hour and tell a trainee everything about motor vehicle accidents or other call types. Some information we will receive as training goes along and if not then there are those coveted scenarios. The trainee has to keep up with the information given. Taking notes is a must. I let them know we are a team, and I like winning, I’ve got their back until they are able to do this all on their own.
clearly relay the narrative and paint the picture for the field units and leave nothing out that is relevant. We have to do this all while keeping in mind the call we create or our radio chronology may end up in the hands of a prosecutor or judge. In many instances, 911 calls are the beginning of the criminal justice process. The calls we create affect peoples’ lives. There is a lot of responsibility in what we do.
My philosophy is….Take every call- relay every transmission- send every message and email as though you will be aired on the 10 o’clock news, because you just may be! -CH
HOW WE TRAIN If you could make any changes to the training program, what would you change ? If I could make a change to the program it would be to score trainers. I know I’ll get side –eyed about this! We have in the past asked newly released trainees to complete an anonymous survey about the pros and cons of their training. I think an actual grade or score is needed to let us know how we are doing; the good , bad and indifferent. I welcome feedback. It improves my organized yet random methods for the next group of trainees. As a CTS, I can appreciate trainers that actively teach. There shouldn’t be a lot of time when teaching call taking that the CTO is not presenting some type of
What are you most proud of ?
I am proud that many of my former trainees have been awarded Dispatcher of the Month and are just effective overall in public safety. I see the growth and professionalism of many but the outstanding work ethic and sheer execution of tasks from a few of my former trainees makes me so proud. I am proud of Nikitta Pittman, who is a now CTO. I am proud of Brittney Richardson, whom I affectionately called BR. I recall how shy she was, and didn’t want to talk over the air. Well those days are certainly over! Towards the end of our training she worked a vehicle pursuit that aided Airways Station to apprehend a
information to the trainee. I'd also like to see a
homicide suspect. I was literally gloating as I exited the
program in conjunction with officers that allows
building that day. I nicknamed Brad Stevens Chicago,
trainees who are not knowledgeable of the city's
after his hometown. Brad talked so much when I'd go
layout and interstate system to have an opportunity
home , I'd go straight to bed-exhausted. One day he
to be drive around and see locations. There is the
asked me "What is your biggest fear in life?" I didn't tell
ride-a-long that most of us have participated in
him but I was thinking, "That you will not know the
during our classroom training prior to arriving to the
difference between 40 and 240 and I'll have to send
actual dispatch floor and that is good.
you on 40 back home to Chicago". (I'm laughing)
I'd like to see a small group of officers that know the
Then there is Victoria Billingsley, (Vickie B) who is
city quite well literally drive the trainee to various
Charlie shift's official detail dispatcher. She is
legs of the interstate and through what we call main
awesome and so easy to get along with. Lastly, I am
arteries and cross streets so they can picture the
full of joy when I look at my very first official trainee
location when they get these calls. I think this
Latamara Jones, who has been awarded Dispatcher of
would help our younger trainees who are used to
the Year. She can outwork me any day and I have no
using GPS when driving ; are may not be as
problem saying that. I will continue to pour myself into
attentive to street signs as older drivers like myself.
those I am responsible for instructing. I teach and
Liability wise it may not be such a great idea, but I
expect my trainees to be as thorough or better than
think it would enhance their geographic skills as a
me. I teach them what I was not taught. I learned
call taker and dispatcher.
some valuable lessons the hard way. I share my mistakes with them with the hopes they won't make the same ones.
vision statement Answer the call to: Be your best selves each and every day. Continuously improve things to keep up with the latest technology. Be the most positive thinking 9-1-1 dispatcher or call taker you can be. Be the most thorough and reliable first responder you can be. Volunteer selflessly. Be the most inclusive and helpful friend you can be. Live each and every day to the fullest—carpe diem! Answer the call to live your life as Kyle lived his life each and every day.
Memphis Answers The Call with CTS Julia Robinson, RPL
Saturday July 18, 2020, I took a call where a male who was breathing very heavily and told me that he had been shot. I immediately transferred him to the Fire Department so that an ambulance could be started. During the interview with the fire dispatcher, he was still breathing heavily. First, he stated he was near a cemetery at Horn Lake and Cypresswood. Then he said that he was IN the cemetery. After the fire dispatcher finished her interview; (and she did a great job of being able to hear him and understand what he was saying) I attempted to gather a description of the person responsible for the shooting. I asked him if he knew who shot him. He didn’t respond to that question and instead he told me he was naked. I then thought to myself, this is probably a mental consumer and this is a prank call . However, my gut would not allow me to hang up as his ANI/ALI was spot on to the location that he was giving us. Officers made the scene in the area of the cemetery but did not locate a shooting victim. Meanwhile, I was still on the line with the caller who was still heavily breathing. The Major in the Raines Station would not allow the officers to clear the area. After searching for an hour, they did locate the caller IN the cemetery at 4536 New Horn Lake, nude, and
shot in the leg. Be careful not to down play what you are hearing. You are not on the scene and just don’t know. Send the call and send someone. This incident made the news. I am so glad I stayed on the line with this victim.
CTS Julia Robinson
LEADERSHIP LESSONS
Empathy Bringing It Back to Call-Taking INSPIRATIONAL MESSAGES FROM ECB LEADERS Will your impact be positive or negative ? BE MINDFUL OF HOW YOU TREAT CALLERS
"We work in an extremely stressful and demanding environment, but that doesn’t define who we are, or how we treat people." - Mgr. Lovejoy
by Manager Sean Lovejoy
According to some estimates, the “average” person will meet about 10,000 people over the course of their lifetime. That’s 10,000 opportunities for the “average” person to make an impact, either good or bad. We all know that Dispatchers are anything but average. Each full-time Memphis Police Telecommunicator processes, on average, between 5,000 and 8,000 phone calls every year, with some taking over 10,000 calls per year, depending on shift, overtime, etc. Read that previous sentence again. I mean really read it and let it sink in for a minute. What do those numbers mean to you? Are they just statistics for a power point slide show, or talking points for a newsletter? No. They are people. They are lives. They are individuals who, for one reason or another, reach out to 91-1 for help. While you won’t “meet” them in the textbook sense, you will still become a part of their story they will never forget. When that phone rings, you, as the First, First Responder, are uniquely situated as the ONLY person on the planet who can provide the appropriate assistance to that caller. The fact is, each time the phone rings, you WILL make an impact in someone’s life. That adds up to 200,000 or
Sean Lovejoy ENP, RPL ECB Training Manager
more times over a 25-year career. It’s up to you if those impacts are going to be positive, or negative.
The citizens of Memphis are our customers.
When we listen to respond, we withdraw from what the caller is actually saying and tend to only focus on what we want to hear. We interrupt more frequently and convey our questions with a sharp and demanding tone.
Customer Service is an extremely critical
When we listen to understand, we remove
element in our profession. While our
judgement, indifference, and apathy from
“customers” aren’t the typical definition of
our tone. It is at that moment that we can
the word, they do expect and deserve service to be rendered in an efficient and effective manner. Unfortunately, some employees in our industry take on the mindset that “they (citizens) need us, more than we need them.” Especially in busier centers, we get so focused on obtaining the information and
truly empathize with the caller. Once that connection is made, callers tend to become more focused on answering questions and should be able to provide better information to help you process the call for service. We work in an extremely stressful and demanding environment, but that doesn’t define who we are, or how we treat people.
getting the caller off the phone as quickly as possible, we get tunnel vision and turn into robots. This practice presents a lack of
A challenge to everyone is to do an honest
empathy for our customers and often leads
self-evaluation of how you interact with
to increased citizen complaints related to courtesy, professionalism, or Dispatchers that seem to “just not care”. Most of the time, these specific complaints do not reveal a policy violation, but they do provide us with an example of how to improve our service delivery.
citizens on the phone. Don’t just dismiss the challenge by saying, “I’ve never been written up, or gotten in trouble.” While that may be true, we can always improve. Have you ever called a customer service line and gotten an agent who you could tell was smiling through the entire conversation? If you have, I bet you remember that experience. Simply stated, treat every caller like they are your
While it is important to gather information
favorite relative instead of the one that no
quickly, we also must remember that we are
one wants to claim. Yes, we all have them.
talking to human beings in a time of crisis. When was the last time you told a 9-1-1 caller that you were sorry for what they were going through? Even though it’s not our fault their house was burglarized, or they were the victim of Domestic Violence, or had their life
Even better, treat every call like it is going to be played tonight on the local or national news, and your entire family is going to be sitting there listening with you. In our profession, that is always a possibility. As a part of Memphis 9-1-1, you are doing amazing things each day. Whether you
savings wiped out through a phone scam, the
realize it or not, we stand out as a national
connection you make with a citizen by
example on how to do things the right way. It
offering condolences for their situation builds
is an exciting time to be a part of this team.
a rapport they are unlikely to forget. It also
Be better today than you were yesterday and
helps to calm them down because they have
strive to be even better tomorrow. You truly
heard the empathy in your voice and feel like
are, Memphis FINEST!
their situation truly matters to someone outside their circle. It’s the difference between listening to understand and listening to respond.
page 23
DISPATCHER DEBRIEFS How has working in 9-1-1 affected your view of domestic violence ? Before starting this position, I had the misperception that domestic violence was an altercation/disagreement between two adults that are involved with each other in an intimate nature. I have learned that domestic violence can happen between any “related” individuals regardless of age, gender or number of people involved. Every day, we receive hundreds of calls from men and women involved in domestic disturbances, fights, custody disputes, etc. Some callers are sad or angry but most are afraid. One of the most difficult calls to receive is from a child who is being abused or witnessing a parent or sibling being abused. - ERCO Miesha Turner
Domestic Violence is violence that takes place within a household and can be between any two people within that household. Domestic Violence can occur between a parent and child, siblings, or even roommates. source: YMCA
Intimate Partner Violence can only occur between romantic partners who may or may not be living together in the same household. source: YMCA
When you work in this type of environment, where you don’t really receive happy calls, you learn to become numb. I hope that doesn’t sound as if I don’t have any empathy for the victim because I do, but I can’t allow the violence and crime to come home with me. If I had a daughter or son, I would give them the advice, “Stay away from toxic and unequally yoked relationships. They normally always lead to a great deal of disappointment and discouragement”. - SPRD Rosalind Phillips
OCTOBER 2020| ISSUE THREE
Messages from our co-workers who have
When I was cleared to return to
been directly impacted by the pandemic.
work, I experienced anxiety. I was
MY COVID STORY
afraid of the possibility of contracting COVID again,
by PRD Stacy Redeemar
especially since there were still so
I was diagnosed with COVID- 19 at
many unknowns about the virus.
the beginning of April. I did have
This was in the early stages of the
several symptoms after I took my
pandemic.
test, but before I received my results. I informed the Emergency
My takeaway from this is that we as
Communications Bureau managers
employees must prioritize our
via email that I tested positive. I
health and well-being. This PSAP
received two responses telling me
will continue to operate with or
to take care of myself. I was off of
without us. I think management
work for a month. Several co-
could do a better job at reaching
workers reached out to check on
out to employees to check on them
me and offer help. Police Director
while they are out. Simple
Michael Rallings even reached out
gestures show the employees that
to me and asked me if I needed
you are thinking of them and
anything. It wasn’t until about the
concerned about their overall
third week that someone from
wellbeing.
management called and asked how I was doing. Being quarantined at
"When I was cleared to
home was only nerve wrecking
return to work, I
when I was sick during the night
experienced anxiety."
and didn’t have any energy. Once I started to feel better I was just
Stacy Redeemar
tired of being in the house because I had cleaned everything that there was to clean and watched every show that I wanted to watch.
ECB MONTHLY | PAGE 25
Fellow CWA Members, On behalf of the CWA and the Local 3806, I would
Union Updates with Mendi Shull
like to issue a warm welcome to our newest CWA members: Latoya Clark, Micheale Currin, Jessie McCord, Benita Early, Francisco Lozada, Brad Stevens and Aria Williams! We are also excited to announce the two newest members of the CWA ECB support team: Nikkita Pittman, who will be sharing her writing skills for the upcoming contract negotiations, and Andrea Neil who has graciously volunteered to serve as a shift steward on Alpha shift. We are sincerely grateful to both for their willingness to serve in these important roles, and we look forward to their contributions as valued members of the group. Please remember that we continue to solicit your suggestions, ideas and solutions for both the final
Upcoming Meetings To Be Announced The dates for the October meetings will be announced via email.
quarter’s labor management meeting as well as the 2021 contract negotiations. We are grateful to all of our members for the patience, support and encouragement that you have shown. If you are interested in becoming a member, or are already a member and would like to volunteer, please reach out to me or to any one of the shift stewards. We will be happy to assist you. Thank you, Mendi
We welcome your ideas! I am working on a pdf form that should make the process easier, but until then please send your suggestions via email to mendishull.mpd@gmail.com or to any one of your CWA shift stewards.
PROFESSIONAL DEVELOPMENT
#NENAIGNITE Virtual Conference Wrap-Up
Due to overtime, I was at work for all of the breakout sessions.
by PRD Erica May
& Retention , It’s Not You, It’s Me: Breaking up With Negativity,
However, I would listen to the replay on my way home from work and while I was driving to work. There were about 30 presentations to choose from. So far, I have listened to: Closing the Revolving Door: Turnover, Staffing Mindfulness, and Beyond the White Board: Smart Cities.
I am glad I registered and participated in the NENAINGNITE virtual conference. It was clear a lot of thought and planning went into this event because it was extremely well organized, ran very smoothly and the content was easy to access. The speakers were motivational, informative and inspiring. Each morning, the conference started with various 9-1-1 industry leaders giving short keynote speeches. This segment was called Spark speeches. These are some of the statements that stood out to me in the Spark speeches: A Virginia PSAP has some of their dispatchers working (taking calls and dispatching) from home. They implemented this technology during COVID, although they’ve had the capabilities for a decade. Technology is on the horizon that will be able to recognize the sound of gun shots and enter a call into the CAD, before anyone calls in shots fired. During the speeches focused on PSAP culture, one speech was about “Workplace Bullies.” The speaker stated that workplace bullying is an urgent issue and must be treated as an emergency. He talked about how we are really good at handling the callers’ emergencies but “we must deal with the emergency in our center first.” We must be able to “police ourselves” and make sure that we are not contributing to negative culture in the PSAP.
In the Breaking up with Negativity session, the presenter asked the question; “What behavior is the norm in your PSAP?” She encouraged us to think about our PSAP culture and identify if there are negative aspects that have become normalized and accepted. She also challenged us to evaluate ourselves and identify if we possess any attitudes or engage in any conduct that is contributing to that negative culture. She provided interesting examples of behaviors and case studies that I found useful. My favorite presentation was a keynote by Tyrell Morris, who is the Executive Director of the New Orleans PSAP. He gave a very powerful and motivating speech about our industry and the times we find ourselves in today. Some of the highlights of his speech: 9-1-1 centers are long past the days of just being administrative or clerical occupations. Instead we are operating as mini intelligence agencies. If we want to be taken seriously and have our jobs reclassified, it’s not enough to come to work. We have to SHOW UP; be brave, bold and professional. He even integrated a Black Lives Matter theme, which was not at all divisive, but instead rather reflective. All in all, it was worth the effort. At both the TENA and NENA conferences, I saw fellow ECB members and leaders logged on and engaged in the sessions. If anyone else has any thoughts or takeaways they would like to share about conference or any professional development activity you participate in, please submit an article to the magazine. We would love to publish your thoughts so we can continue to learn from and motivate each other.
EMPLOYEE ENGAGEMENT INITATIVES #crea
tinga
newc
ultur
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CONTESTS
Will you be a Winner?
#m
be he t g n aki
What is our Mantra ?
We know that we are responsive to all we serve, but it's time for us to rebrand our unit and refresh our mission. #SHOWUP is the slogan for the New Orleans 9-1-1 PSAP. What does the Memphis 9-1-1 Center represent? Who will design our new slogan? This contest is open to ALL ECB employees; yes that includes management, supervisors and calltakersEVERYBODY RULES Come up with a slogan and design a flyer. Be sure to include our ECB logo in your design. All submissions are due by November 13. Submit a hard copy and color print of your design. There will be a designated space to display the flyers. The first votes will come from the floor. Each ECB employee will vote on which slogan/flyer they believe best represents our Bureau. The top three finalists will be voted on by outside judges to be named at a later date.
What is your favorite " at work" Christmas memory?
We have all worked on Christmas. In seven sentences or less tell us about your favorite "at work" Christmas memory. Share pictures if you have them. We will feature the stories in the December issue. There will be prizes for the best submissions within the categories : Most Humorous , Most Touching, and Best Party Memory Open to ALL ECB employees Submissions due by November 20
ngs
s
thi tof
OCTOBER | ISSUE THREE
FROM THE FIELD "Dispatch show me with additional. I'm filling out this hold harmless."
Memorable Case THE ABUSER WAS HER FATHER Lieutenant Stephen Roach The Elder Abuse/Vulnerable adult abuse received a case where the victim was very tiny. She was in her late 20's with the mental capacity of a 10 year old. Her father abused her and would sit her outside on the porch when she cried. On this occasion, a neighbor called the police stating they hear a loud commotion and crying. The neighbor looked out to see the young female on the porch beaten so she called police. The suspect fled when police arrived and the victim was transported to the hospital in critical condition. Another party who resided with the father and daughter was brought in for questioning. The young victim was able to speak a few days later and the suspect was later taken into custody. He was charged with several abuse charges and the victim's aunt took custody of the victim after being released from the hospital. The photos of her injuries would have made anyone cry, even without the understanding of the severity of this case. It was one of those cases you go home and hug your own children over.
MPD DV Lethality Screen 1. Do you think he/she will seriously injure you or your children? 2. How frequently and seriously does he/she intimidate, threaten or assault you ? 3. Describe the time you were most frightened by him/her? 4. Has he/she ever used a weapon against you or threatened you with a weapon? 5. Has he/she threatened to kill you or your children? 6. Do you think he/she might try to kill you ?
"While the number of cases we receive has remained steady the last three years, the cases are becoming more violent in nature. We are see more domestics resulting in shootings and aggravated assaults." - Lt. Roach
Questions from the Lethality Form officers complete on the scene.
How has working as a 9-1-1 operator affected your view of domestic violence? I have always taken domestic violence as a serious matter before I started working this job, but now being a dispatcher I see more of how often it occurs every day of the week. We are guaranteed daily to receive domestic calls from citizens and to know that people are going through this same problem each and every day kind of makes you wonder what can be done to help decrease domestic violence cases. Also, while working this job I have noticed how males are just as much a victim as females to domestic violence. When most people think of domestic violence they tend to assume it is physical but it affects people in other ways such as emotionally, sexually and economically. -PRD Xan Minor
Domestic violence is a severe problem. I have been a dispatcher for 23 years, 21 years with Memphis, and have received a domestic violence call every day at work for those 23 years. I can say that this job has affected "My" perception of domestic violence as a weakness, someone that is self-disgusted with themselves, and their inability to function as a human being without some control. When I tell a person that I am a 911 police dispatcher, the first thing they say is, "I bet you hear a lot of stuff." My answer is always yes, I have. The ones that stick with me the most are kids, the elderly, and domestic violence calls, especially when I hear the person being shot with kids screaming in the background. Domestic violence is still prevalent in society today. Research has shown domestic violence is a national public health problem and often creates a cycle of abuse and sometimes carried through exposed children into their adult relationships. I've learned that for the abuser, they have a choice, the power to control their behavior and learn ways to manage their emotions. -PRD Yalanda Matthews
OCTOBER 2020
EDITOR'S NOTES
ISSUE THREE
Manager Deranecque Rogers, Editor-in -Chief
LOOKING AHEAD TELL US WHY YOU'RE THANKFUL TO WORK FOR THE MEMPHIS EMERGENCY COMMUNICATIONS BUREAU. YOUR COMMENTS MAY BE
THANK YOU FOR READING We hear you and appreciate all the positive feedback, encouragement and support we've received thus far. Please continue to share your ideas and send in your submissions.
FEATURED IN THE NOVEMBER ISSUE.
" Very professional ... incredible job !" - Mendi Shull "The articles and illustrations were informative, captivating and impressive; worthy to be distributed to all Emergency Communications Centers." - Regina Webster " I enjoyed reading the articles." - Sgt. Lee Potts (STIS) "You all did a wonderful job. It was really nice." - Dewanda Montague " I can tell you all put a lot of hard work into the magazine. Great job!" Tedra Sweeten "Wow! You have a really fantastic publication! Nice work!" - Stacey McShane
DRAFTED Cassandra Berry is finishing up her overtime on Bravo.
PSAP PICS POSTED UP Jessie McCord, Francisco Lozado and Nikki Payne catching up at the wrecker/service desk terminals.