NOVEMBER 2020
ECB MONTHLY
Official publication of the MPD Emergency Communications Bureau
FEATURING MEMPHIS 9-1-1 PROFESSIONALS
INSIDE THIS ISSUE Lung Cancer Survivor Rosalind Phillips Healthy Eating Ideas An Interview with an Austin, TX dispatcher How are ECB employees handling virtual learning ? 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.
ECB MONTHLY NOVEMBER 2020
CONTENTS 16 HEALTH AND WELLNESS REGINA WEBSTER
18 ECB SOUNDS OFF ON VIRTUAL LEARNING
20 9-1-1 IN THE MEDIA: ABC'S EMERGENCY CALL
4 From the Administrator's Desk Michael Spencer 5 Represent Your Class Jameta Young 8 History Moment Felicia Durdin 14 People to Know in 9-1-1 Congresswoman Norma Torres 15 TV Show Review/ Emergency Call Nikkita Pittman 23 New Co-Worker Alert Sam Stamper 25 Calltaker Pride Sean Lovejoy 28 Leadership Tidbits Marvin Pender
10 SPRD Rosalind Phillips Charlie shift Supervisor and 9-1-1 veteran, Rosalind, shares why she is always smiling.
30 Positive Promotion Charlie Shift 33 Union Updates by Mendi Shull
NOVEMBER 2020 | FROM THE ADMINISTRATOR'S DESK
MIKE'S MINUTE MICHAEL SPENCER
EMERGENCY COMMUNICATIONS ADMINISTRATOR
I'm Thankful for You The end of the year is near, and COVID is still here. Take care of yourself. The end of the year is steadily approaching. For me it feels like it has flown by and been the longest year ever at the same time. I know that doesn’t make much sense, but that is the kind of year 2020 has been. I want to say thank you again to each of you for coming to work during these trying times. We've have to deal with a pandemic, virtual learning, toilet paper shortages, new policies and procedures, new systems, overtime and a vacation moratorium. Any one of those is too much and you are dealing with all of them. Your job is stressful enough without external challenges so please accept my sincerest gratitude for pushing through. Your career has conditioned you to
MICHAEL SPENCER, CMCP
expect the unexpected, recognize the challenges, adapt and continue moving forward. You are displaying
"We have been blessed with a
these attributes each day. Continue to focus on the
steady job during the pandemic."
light at the end of this tunnel and we will reach it together. Unfortunately, the COVID numbers are rising throughout the county and our Bureau is not immune to these percentages. I cannot stress enough how
- Mike Spencer Remember to submit something for the Core Values/Mission refresh contest. The gift package will include an Amazon gift card and if you win you can brag about it 10 years from now.
important it is to follow the guidelines put in place to
When you are thinking about our mission, consider everything
help us maintain a healthy work environment. Wear
you are tasked with. This job is ever changing and evolving.
your mask, maintain social distancing, wash your hands
This job is challenging. When you hear about the fight to
and do not come to work if you have COVID symptoms.
reclassify 9-1-1 Telecommunicators across the country, you
We all have family and friends outside of work and we
realize that most people don’t understand what all it takes to
all know someone in a high-risk category. It may not
perform your duties. A core value statement allows you to
always seem like a blessing, but we have been blessed
stop what you are doing at any given time and ask yourself,
with a steady job during the pandemic. I couldn’t
“Does this task support the core value statement?”
imagine facing these last six months without an income on top of the other challenges. Please continue to take care of yourself. This is not going away anytime soon but we will get through it. You are the lifeline for those in need. It reminds me of the safety instructions given by flight attendants. Put your oxygen mask on first, before helping those around you. We have to take care of ourselves so that we can be here to help the public.
Keep it simple and direct. I want to thank Erica May for organizing this newsletter and I want to thank everyone that has submitted content. Keep it up!
HAPPY ANNIVERSARY CLASS OF 1999 by PRD Jameta Young Being a Police Radio Dispatcher is a challenge and only the strong can survive! We started this journey with twenty people in our class. For two decades, we have stood together during life's unforeseen ups and downs. We are now down to the "Noble Nine." Thanks for being some of the BEST Dispatchers in Memphis. Your In memory of our classmate
KAREN DICKEY
dedication and sacrifices to the city that I love so much is appreciated. I pray that we continue to hold our strong professional and personal bond for years to come.
NOVEMBER 2020
MAGAZINE FEATURING MEMPHIS' 9-1-1 PROFESSIONALS
ECB MONTHLY PUBLICATION TEAM Michael Spencer, Chief Administrator Deranecque Rogers, Editor-in-Chief Erica May, Editor Nikkita Pittman, Contributor
EDITOR'S NOTES
PRD ERICA MAY ECB MONTHLY EDITOR
WE ARE A LITTLE LATE, BUT BETTER LATE THAN NEXT YEAR National Hispanic Heritage Month is a period from September 15 to October 15 in the United States for recognizing the contributions and influence of Hispanic Americans to the history, culture, and achievements of the United States. Of course, we have to recognize our own Francisco Lozada for his contributions to our Bureau. Next year, we will be on time. WE ARE ON TIME FOR FOR THIS November is lung cancer awareness month. Rosalind Phillips shares her story as a lung cancer survivor and tells us how she was able to remain thankful during her journey. CHARLIE SHIFT PRIDE October 16 was Boss' Day and Charlie Shift celebrated it! You may have or have not heard the rumblings about our shift. "Charlie shift is young. We don't want to act right. We're difficult. Blah Blah Blah" I don't think that's true- except for the young part. I'll take that. But as far as us being difficult to manage and "unruly", I don't buy that. I am a proud Charlie shift team member. We had fun coming together to show our shift leaders that we appreciate them. Be advised ECB, Charlie is on the come up. :-) HEALTH AND WELLNESS I enjoy reading content that inspires me to take action. Regina Webster's article about her diet did just that. I've been taking the stairs and lessening my meat intake. I'm trying to make healthier choices with my diet. I know exactly what she means she says she was eating and thinking about the next meal. That's me now! I plan my meals. Only I'm not thinking about spinach and legumes ( whatever that is)---I'm thinking about hot wings. Crab legs, if it's payday. When Michelle Gaylor was assigned to Charlie shift, she used to monitor my food choices. If I had some sweets, I would hide them when I went her way. She always wanted to know what I was eating and encouraged me to improve my diet. Speaking of Supervisor Gaylor, she is retiring. The December issue will have content celebrating her 25 years of service. Please send any photos, memorable stories or kind sentiments regarding your time with her. We would love to print it. E.MAY #13546
MEMPHIS ECB CELEBRATES HISPANIC HERITAGE MONTH
PRD FRANCISCO LOZADA Francisco has worked in Memphis Police Communications for 7 years. His favorite part of working in 9-1-1 is helping citizens and officers in their times of crisis. Francisco states that he likes helping to catch the " bad guys" too.
the benefits of bilingual telecommunicators I have been able to translate for victims of violent crimes such as armed robberies and shootings. I 'm also able to field general questions about police services. These citizens would have normally had to wait for the Language Line. There have been numerous times the translators obtained the INCORRECT numbers on addresses. I have had to correct the address after performing a call back. The Language Line does not take the lead on calls where they probably should. With Hispanic callers you have to confirm information before
"One thing I have learned and I love about the United States is that no matter who you are or what your ethnicity is, we are all Americans. I have had the good fortune of never feeling unwelcome here or anywhere else." - FL
moving on because there may be times where the caller misspoke and only an experienced translator would catch the mistake; and an even more experienced 911 operator would know to restate what was given to make sure it is correct. In order to recruit more Spanish speaking individuals, I would suggest going to local churches. The Hispanic community is very religious and typically attends church on Sundays. There are also local newspapers that cater to Spanish speakers.
OUR RESIDENT TRANSLATOR Francisco is a certified Spanish translator for the Memphis Police Department. His translation services have been utilized not only in the 9-1-1 Bureau, but by the entire police department. His department experience includes:
Translating for a DUI officer while she conducted a field sobriety test. Reading Miranda rights to a suspect in Felony Response after he was caught beating his wife nearly to death. Taking a witness statement for homicide detectives. The witness' relative had been shot and killed hours earlier. Francisco also told the witness who to call to have the body transported to Mexico.
NOVEMBER 2020
ISSUE FOUR
ECB HISTORY MOMENT Felicia Durdin began working in Communications in 2001. She retired in 2019 with 28 years of service to the City of Memphis. She now works part time as a call- taker.
BACK DOWN MEMORY LANE by FELICIA DURDIN I worked for the Memphis Animal Shelter ten years before I started in Communications. So when I transferred to Communications, my time transferred too. Back then, if you already had time with the City of Memphis, it counted towards your seniority in Communications. That put me higher on the seniority list than people who were already working here. I remember several people being upset about that. I was third in my class out of nineteen trainees. I was allowed to choose a shift after probation. When I say choose, I mean between Alpha and Charlie, because Bravo was out of the question. I preferred the dispatch side of the job.
Since I had been an Animal Control Officer, I
had already met and gotten to know several officers prior to coming to Communications. It made the job easier to me. I remember being told to work the busier radios once we were on Alpha shift, so we could develop our skills. That meant working the East precinct. East is now known as Mt. Moriah. That was when Mt Moriah and Ridgeway were consolidated. The hot spot in Mt. Moriah precinct was the night club called Denim and Diamonds located at Winchester and Mendenhall. Some nights it took the entire precinct to get people to leave the area.
I spent five years on Alpha shift, and then I went to Bravo. Crump, Tillman and Appling Farms became my favorite radios. I still didn’t like answering the phones. It was nothing to log over 100 calls in a four hour period- more if you worked a three-way radio. There was no break in between the ring of the phone. If you weren't finished putting information on the call you had, you had better be quick to busy out the line to prevent another call from coming in. Sometimes you weren't fast enough. At times, there were only five people sitting down answering calls. That was a rough period. When you left for the day you felt like you had literally been run over. Now with the part-time call takers, things are a lot better. You have some time in between the next call, so you are able to actually talk with the person next to you. I think we get so many calls because the public seems to think the police department is the answer to everything. Mandatory overtime or as we like to call it – drafting – has always been a feature of 9-1-1. While having a full complement of dispatchers is an admirable goal, I am not certain it can ever be achieved. It just seems like when you have trainees released, you have another dispatcher leaving due to retirement or resignation. Sometimes people reference our pay and to me that’s beside the point. I want to enjoy a day off without feeling as if I'm recovering from running a marathon. I’d rather be able to spend time with my friends and family. Money is not everything. After all those years at 201 Poplar, Flicker Street is a breath of fresh air. Flicker is a much cleaner and calmer environment. It’s nice to be able to go outside on breaks and not be concerned with the possibility of becoming a victim. Aside from the stressful situations, it’s been a great ride. I can honestly say I did my best. I helped my officers go home. I’ve assisted people in their worst moments and I’ve made great friends while doing it. Would I do it all over again? Yes, in a heartbeat. Would I work for another agency now?
No, I’ve done my time.
NOVEMBER 2020
SPECIAL FEATURE
THANKFUL FOR MY WORST DAYS SPRD Rosalind Phillips Rosalind Phillips is a lung cancer survivor. She has worked for Memphis Police Communications 23 years and is currently an evening shift supervisor.
on Staying Positive
A Routine Visit story by Erica May
When Rosalind Phillips was diagnosed with lung cancer in 2009 she
After 23 years, I am still smiling when I walk into the ECB building. I have made it a practice to adapt to my environment and to not let situations change me. I have kept a positive attitude for years and I
was “scared to death.” During a routine doctor’s visit, her doctor advised her that she had an abnormal chest X-ray. He also told her not to be too concerned about it because she was not a smoker. Well Rosalind was concerned and insisted that a biopsy and be performed. Following the biopsy, the doctor confirmed that she did indeed have lung cancer.
think that's one reason why I enjoy
“My first thought was that lung cancer was only for smokers or
working in Communications.
people exposed to second hand smoke. I had never smoked a cigarette in my life. I have always been so careful about my health. I never wanted to abuse my body with harmful things from preservatives in my food to drugs and alcohol. I was in disbelief, because I thought I was doing everything right.” – Rosalind Phillips
I S S U E
F O U R
/
N O V E M B E R
2 0 2 0
Rosalind had a Lobectomy A lobectomy is a surgical procedure in which an entire lobe of your lung is removed for a variety of reasons that may include a lung cancer diagnosis, infection, COPD or benign tumors. There are three lobes of your right lung and two lobes of your left lung. The procedure includes either a few small incisions (minimally invasive) or one longer incision on the side of your chest based on your particular diagnosis. With either approach, along with a lobe, nearby lymph nodes are also removed because of the possible spread of disease or cancer. source: American Lung Association
Her surgeon had a positive attitude and outlook because her lungs were healthy. His main concern was removing the cancer from her lungs, which would require surgery. She admits she did her own online research and after talking to her doctor about information she read online, he told her not to worry and to “ STAY OFF THE INTERNET.” After surgery, Rosalind spent seven days in the intensive care unit, much of which she does not remember. She does remember being optimistic and hopeful once she woke up. “At first I asked why me? But that changed to why not me? What made me any better than the children at St. Jude or the mother fighting stage four breast cancer?
Four days later she received the news she was cancer free and she has remained cancer free eleven years.
She was on leave from work for nine months. “ A month after surgery, my vocal cords became paralyzed, so I could not return to work because no one would be able to hear me.” Rosalind’s spirits were lifted by her coworkers who were very supportive during this time. She recalls receiving several phone calls and cards from her Communications family. She specifically remembers crying on the shoulder of Jenny Lee Rice who always encouraged her by telling her “it was going to be alright.” Former dispatcher Richard Zini is another kind soul she remembers being at the hospital during her surgery and even afterwards. “Richard is no longer with us, but he was a true friend.” Her advice to others that may be facing a health challenge is to “be your own advocate.” She says, “If I had not insisted on the lung biopsy, the cancer would have progressed and I would have been diagnosed at a later stage. Thus, my outcome may have not been as favorable.” Secondly, she encourages others to stay prayerful, have hope and be positive while on the journey.” “My doctors noted that I was always smiling. It’s true; I thank God even for my worst days.”
A True Heart of Thanksgiving What are some things you think could be implemented to raise morale in the bureau? In my opinion, the good morale must start with SELF first. My mother taught me as a child, “A good rule of thumb is to look in the mirror at yourself first, before you criticize and insult others.” Of course, in Communications we have our share of morale problems. Nevertheless, since becoming a supervisor, I have come to recognize some problems stem from the internal being of a person. For years, I watched co-workers arrive at work with an angry and annoyed attitude, as if someone made them come to work. You could hear, “This place makes my head ache” when you exit the elevator. In 2018, we moved from the pits of CJC. I don’t have to describe that outdated, filthy building. Just walking from the garage to the building was a task. It was horrible and some of us did it for over 20 years. Now we are in a new building where we are not harassed in the parking lot. It’s clean, with new furniture, a quiet room to relax in with massage chairs, and a true lactation space for nursing mothers. We even have an around the clock clean up crew. At CJC, there were times the restrooms did not get cleaned until the following Monday if it was a weekend. And we are still complaining. So, I suggest let’s start with selffirst and being selflessness because when it is over one hundred employees it is not always about me.
"In everything give thanks; for this is the will of God in Christ Jesus for you." 1 Thessalonians 5:18
Rosalind Phillips
GRATITUDE IS AN EXERCISE by PRD Erica May As a child, I can remember being taught the importance of saying " thank you." Whenever someone would give me something, whether it was a piece of candy or a Christmas gift, my grandparents would always ask me, " Erica, Did you say thank you?" This stayed with me over the years, because it was instilled in me in childhood. However, it wasn't until I became a young adult that I truly understood the value and the importance of not just saying " thank you" , but also being thankful and cultivating a mindset of gratitude. Saying thank you verbally is an action but being thankful is a state of being. It is internal and I have concluded that gratitude is an exercise. The more you practice being grateful, I mean actively work at it, the more grateful you will become. As with physical activity, exercise may be uncomfortable at first. Nevertheless, the more you exercise, it becomes easier and you become stronger. There are so many emotions and feelings competing for our attention today. We have to deal with human interactions, mass media and social media. These platforms offer countless opportunities for us to be inundated with negative news, to fall prey to comparisons and adapt an ungrateful disposition. They also provide opportunities for inspiration and motivation. What you take from it depends on your perception, your network and your level of optimism. Charlotte Hardy recently shared something with me that made me smile. Like most of us, I had some really rough days during my first year. I had a very difficult time adjusting to rotating shifts-especially working overnights. Training was challenging and there were some days I didn't think I was going to cut it. Charlotte was one of my favorite trainers.I learned a lot during my time sitting with her. She was patient, knowledgeable and she was also affirming. She would tell me that I was doing fine, I was smart, she KNEW I was going to be a great dispatcher. Well I did (eventually) get released.
When you are thankful for what you have, you'll end up having more. If you concentrate on what you don't have, you will never have enough. - Oprah
I wrote her a thank you note telling her how helpful she was as a trainer and how I appreciated the attitude she displayed towards me. I already know I work with a lot of brilliant people. I learn new things from my co-workers all of the time. Working on this newsletter has been rewarding. If I have learned anything in the first three issues; it is that people will remember the things you say and the way you treat them. It doesn't matter if it was twenty years ago. I love seeing the positive ways my co-workers are showing up in each other's stories. Take time to tell people thank you. Don't hold the attitude, they're just doing what they are supposed to do. If someone does something nice for you-- let them know. You may have noticed the blank "thank you" notes placed around the PSAP. They are for us to use. Let's work on our gratitude towards ourselves, our situations and each other. So now in addition to a "MEMO" form and a "time off" slip, you can fill out and give your co-workers a handwritten " thank you" card from time to time. Working in 9-1-1 has positively affected my disposition towards life and my circumstances. We call the medical examiner everyday. I have paged the medical examiner for the elderly, for infants and for people my age. My co-workers have never had to call the medical examiner to pick me up and for that I am (very) thankful. Accidents happen every hour. So every day I leave the house and return without incident and my family does the same, I am thankful. Last year I was the victim of a burglary. Burglaries happen all the time. Why would I be exempt? They didn't take anything that could not and that has not been replaced. Here are some gratitude exercises to practice: #1 Write a " What you are Thankful for " list. This nostalgic elementary assignment is still worthwhile in adulthood. #2 Write someone a thank you note. Put pen to paper and provide a hard copy of your sentiments. #3 Do something kind for someone else. Consider what you can do to make someone else smile. November may be the month that holds the official holiday of Thanksgiving. However, it's been good for my mental health and inner spirit to practice this attitude year-round.
NOVEMBER 2020 | PEOPLE TO KNOW IN 9-1-1
“After more than 17 years as a 9-1-1 dispatcher, I know firsthand the challenges our public safety dispatchers face, the stress they are put under, and the critical importance of their work. Without dispatchers, law enforcement, firefighters, and EMTs wouldn’t be able to do their jobs,” . “The 911 SAVES Act recognizes the significance of these roles and ensures all classification standards put public safety first. I’m proud to work with Congressman Fitzpatrick to finally give 9-1-1 dispatchers their due—making us all safer in the long run.”
Congresswoman Norma Torres Congresswoman Norma J. Torres represents California's 35th Congressional District. She is a former 9-1-1 operator and co-sponsor of the 9-1-1 Saves Act.
OMB (Office of Management and Budget) currently classifies 9-1-1 dispatchers as clerical workers— the same category as secretaries, office clerks, and taxicab dispatchers
What is the 9-1-1 Saves Act ? Supporting Accurate Views of Emergency Services Act of 2019 also known as 9-1-1 Saves Act This bill requires the Office of Management and Budget, by 30 days after the bill's enactment, to categorize public safety telecommunicators as a protective service occupation under the Standard Occupational Classification System.
The 911 SAVES Act would update this classification to appropriately reflect the important role of 9-1-1 dispatchers in directing emergency response and providing lifesaving emergency medical instruction
Have you watched "Emergency Call"? by PRD Nikkita Pittman We’ve all seen the numerous shows claiming to shed light into the world of call-taking and dispatching. Shows such as FOX’s “9-1-1” and “9-1-1: Lonestar” with star cast members including Angela Bassett, Jennifer Love Hewitt, Rob Lowe, and Liv Tyler feature fictitious emergency calls handled by characters whose personal lives and relationships are also explored. Movies like “The Call” depict dispatchers going to extreme, dangerous, and policybreaking lengths to handle calls. We know, we know. We all wish we could repeat some of the snappy one-liners to our own callers without being called into the manager’s office. None of us would dare to drive out to a wooded area with no cell phone reception to look for a kidnapped child and her armed captor who is also a murder suspect. It has become redundant. Our callers take what they see on TV and believe that’s how it really works. How many times have we asked for an address and received the response, “I don’t know. Just ping my phone”? ABC has developed a new docu-series entitled “Emergency Call” featuring real calls taken by real dispatchers from Austin, TX; New Orleans, LA; Ogden, UT; Waukesha, WI; and Wasilla, AK. This docudrama is completely unscripted. The call-takers are real dispatchers- not actors- taking real emergency calls from citizens in some of their most dire and terrifying moments. Though the show itself is narrated by actor Luke Wilson, the stories are told by the dispatchers taking the calls. The audience watches and listens as multiple calls come in about the same situations and
Viewers get to see what things look like and how they operate inside of a real Communications Center. This isn’t ‘The Hive’ from “The Call.” You’re not looking over Jennifer LoveHewitt’s shoulder as she plays Maddie on the set of “9-1-1”. These are real 6computer-screened consoles, real headsets, and yes, even those cute gaming keyboards with the pretty colors are a reality for them. Many of us have been searching for a show that accurately portrays the job duties and stresses that come with the life of a dispatcher. Well, search no further! It has finally arrived. There are no sensationalized, unrealistic calls with one officer seemingly handling every call in the city by herself. Maps are shown of officers en route to locations of emergencies. Even those desperate measures we speak of during desperate times are exhibited.If you’re looking for a series depicting what taking calls and saving lives is all about, I invite you to check out “Emergency Call” on ABC, Mondays at 9:00 pm.
witness the follow-through and dedication the dispatchers devote to getting help to where it is needed most. Bits of insight into the personal and family lives of some of the dispatchers are also presented.
" Movies like The Call depict dispatchers going to extreme, dangerous, and policy-breaking lengths to handle calls." - NP
EMERGENCY CALL Host: Luke Wilson Running Time: 1 hour Network : ABC First Aired : Sept 28
NOVEMBER 2020 | HEALTH AND WELLNESS
HEALTHY EATING: PLANT BASED DIETING
SPRD Regina Webster A whole-food, plant-based diet lets you meet your nutritional needs by focusing on natural, minimally processed plant foods. Regina Webster subscribes to a mostly plant based diet. She is passionate about healthy living and encourages 9-1-1 professionals to take care of their bodies.
Motivation to Change I was tired and frustrated with the symptoms of my autoimmune disease hypothyroidism. I was taking the medication prescribed by my doctor. I was mindful of my diet and I made sure I got enough sleep. Still, I suffered
What is a plant based diet? *SOURCE FORKS OVER KNIVES.COM
Whole food describes natural foods that are not heavily processed. That means whole, unrefined, or minimally refined ingredients. Plant-based means foods that come from plants and do not include animal ingredients such as meat, milk, eggs, or honey.
from brain fog, fatigue, inflammation, and weight gain. My endocrinologist suggested I try a plant-based diet, but I could not wrap my mind around it. I was thinking, wait a minute - I am already eating healthy and now you want me to give up all dairy and no meat at least 3-4 days a week ? My co-workers can attest that I have been on some kind of diet for 21 years. However, for the last ten years, I have truly been focused on healthy eating. A plant-based diet was just a little too drastic for me. I suffered another six months until my follow up visit. My lab numbers were not great and I felt worse. I had to do something because I did not feel well. I saw the nutritionist, went to the grocery store, and put my head in the game.
better choices, better results The daily routine and the benefits it brings. I have been 90% plant-based since mid-June. I say 90 % because I only eat meat on my days off from work. Even then it's only once a day at dinner. I do not eat soy i.e.tofu, edamame or meat substitutes. I still shop for my groceries at Kroger. I shop at an online market called Thrive for the specialty and hard to find items I enjoy. Breakfast is normally between 9-10 am, and it consists of coffee with unsweetened almond milk with either 100% whole wheat cereal, fruit with nut butter and unsweetened almond milk, or whole wheat pancakes with fruit and a little maple syrup drizzled on top. I don't eat again until dinner between 5:30 pm – 7 pm. Dinner consists of steamed vegetables; legumes or beans, and fruit for dessert. I also have an evening snack of fruit and nuts. My days off are normally the same. The exception is the evening meal that I prepare for my family and it does include a serving a meat. I do not have sugar cravings anymore. I am satisfied when I eat. Before this diet I couldn't finish one meal without thinking about the next. My inflammation has reduced significantly and I have lost eight pounds. That may not seem like a lot of weight. However since I have an under active thyroid, my metabolism moves at a snail's pace. My biggest benefits have been that my brain fog is gone and I have much more energy! An unexpected plus was my gut health. Because your body is not working overtime digesting meat and highly processed food, your gut has no problem with the "end" result, if you get what I mean.
This is the only body that I have. Certain things may happen to it or in it that are out of my control. I do have control of the foods I consume. I have decided to make better choices and I am reaping the benefits of it every day. I meditate on the Bible verse Provers 23: 1-3. "When you sit down to eat with a ruler, consider carefully what is before you And put a knife to your throat if you are a man given to appetite. Do not desire his delicacies, for they are deceptive food." I apply this verse to what I put in my body. I still have my struggles and I may get off track from time to time but I keep moving forward. I am speaking to myself and my co-workers when I say that we owe it to ourselves and our families who count on us to take care of the only body that we have. As a 9-1-1 professional, it's important to eat healthy because we have high stress, sedentary jobs. The cortisol (fight or flight hormone) gets to pumping, and when it's in excess the body does not know what to do with it. It turns into fat and makes its home around our middle section. This job does not allow us to walk around at will. We are attached to phones and headsets. We have to take advantage of every little opportunity to exercise. Consider taking the stairs. Stand at your consoles for 10-15 minutes to stretch. These small actions improve blood flow. Eat nutritious food that fuels the body. I know it is not easyespecially for those that work midnights. I can remember when I worked overnight. I would eat just to stay awake and it was not an apple. We have a job where thousands of people count on us to be at our best.
BE WELL If you are interested in exploring the benefits of a plant based diet, I would suggest that you research, consult your physician and don't overthink the process. Check out the website Forks Over Knives. It's a great resource for
This is the only body that I have. Certain things may happen to it or in it that
beginners and they have tons of easy
are out of my control. I do
recipes. Start with the vegetables and
have control of the foods I
fruits that you already enjoy. Most
consume. I have decided to
importantly know that you are worth it. A doctor once told me years ago, "Ms. Regina, you will either spend your money in the pharmacy or at the grocery store. You choose."
make better choices and I am reaping the benefits of it every day. - RW
NOVEMBER 2020 | ISSUE FOUR
CHECKING IN HOW IS VIRTUAL LEARNING GOING ? OUR NEW NORMAL: COVID CHRONICLES
PRD TIMESHA FRENCH Virtual learning has been a difficult task so far. I have two sons, ages 9 and 11. My 11 year old began middle school this year. Transitioning to virtual has impacted him the most. My son has a learning and mental disability, which requires him to work some assignments one on one with his teacher. Since going from in school to virtual, he has gotten distracted and fallen off task numerous times. I work evening shift, so before my children complete the school day, I am leaving out for work. I have phone conversations with them while doing homework and I help them as much as I can. I understand the need to keep my children safe and healthy. But there has to be another option regarding the learning system.
Timesha French's sons Deangelo and Daijon receiving instruction via electronic devices.
Nikkita Pittman’s son, Master, 9, and daughter, Aniya, 12, enjoying virtual learning in the comfort of their home.
PRD NIKKITA PITTMAN Like all parents who work evening and night shifts, in the beginning I was concerned about my children being up during the day with no assistance while I slept. The first day of school, I had to call the SCS Help Desk because my son’s tablet wouldn’t complete the set up. Halfway through the first quarter, I experienced difficulty with my daughter’s math grades after she had an excused absence for a doctor’s appointment for her immunizations. The appointment was on a Monday and the teacher started a new lesson that day. Because she already struggles with math, missing the lesson caused my daughter to fall behind in her work because she didn’t understand the lessons the rest of the week and the teacher did not go back to explain it to her. I emailed the teacher and we spoke by phone, at which time she agreed to review the missed lesson and allow her to make-up the missed assignment for the day. Outside of those incidents, everything has been smooth sailing. My kids are already very independent and responsible. I only have to wake them up every morning and they handle everything else for themselves the rest of the school day.
PRD SONJA ROSS I have four children participating in virtual learning- three high schoolers and one in middle school. It has been a challenge ensuring that each child is in their proper place at the specified time. I am not at home when school begins so it is difficult making sure they are up, ready and on time for class. My sixth grader wants to take naps in between classes and most times I'm asleep myself. I get messages from the teacher saying he was absent or tardy for class due to his nap. My eleventh grader has all honors classes and he and my ninth grader complain about the amount of work that has to be completed. They are old enough to be self starters, but I still have to nudge them from time to time. The most difficult part is the managing of tasks they are required to do and staying on top of it. I feel that those of us who work overnights are definitely losing sleep to ensure the success of our children during this time.
DEBRAH PARK
Nikkita conducted an interview with Debrah Park, one of the dispatchers featured on ABC's new show, Emergency Call.
The Faces and Voices of 9-1-1 by PRD Nikkita PIttman What was filming like? It was really fun. The crew filmed every call from 5:00 in the afternoon until about 3:00 in the morning. For the personal segment, they followed me home from work and filmed the city. They returned the next morning and filmed me putting my son on the bus and then driving back to work. They interviewed me at home to show my life outside of work and how calls could possibly follow me home from work. What do you like about the show? The rest of the world that doesn’t know how 9-1-1 operates gets a little glimpse of what actually happens when they call. It’s actually a person that they’re talking to, not a robot, and the person they’re talking to is not
AUSTIN PD EMERGENCY COMMUNICATIONS
SHIFT COMPLEMENT 13 DISPATCHERS 6-20 CALLTAKERS
actually driving to them. It’s also a call center, not a police substation where officers are answering the phone. People can now actually see that 9-1-1 operators are the first first responders. At the same time, we are human and we do have feelings.
CALL VOLUME APPROX 1 MILLION CALLS ANNUALLY
How does it feel to be one of the faces representing the 9-1-1 industry as a whole? It is a pleasure. Right now with everything being so hostile towards police, we get to show everybody that
PAY RATE $17-22/ PER HOUR
police are not bad. We respond to crime. Whenever you have an emergency, you should be able to call and we’re going to send you the police. Our main concern is sending the help you need.
Austin's telecommunicators also respond to non-emergency customer service requests. They call citizens back and can write police reports.
NOVEMBER 2020
ECB MONTHLY/MEMPHIS
FROM TENNESSEE TO TEXAS OUR PSAPS FACE THE SAME ISSUES What is morale like in your bureau? The morale is starting to pick up. It wasn’t great because there is an attrition factor. There are usually more people leaving than there are people coming and
Austin PD dispatchers have the option to bring their own keyboards.
that puts a huge damper on morale. We offer incentives for people to stay here. The more people there are in
The cute keyboards you all are allowed to use
the seats, the more people there are to handle the call
are all the talk right now. How did the use of
volume, and the better the morale is for everyone.
the gaming keyboards come about and is there
PHOTO BY MARTIN R. SMITH
Are there tools in place to help prevent burn out or to
a benefit to using your own personal preferred keyboard?
help distress or cope with the emotional and physical tolls that the job can have?
I found my pink keyboard on Amazon and I am in love with it. Everybody here essentially buys
We have counselors and our peer support. Those
their own keyboard because the keyboards here
resources are definitely utilized. We have call takers and
are not the greatest. The technology here is
dispatchers who make up our peer support. They’re
improving, but not fast enough for our
personal friends who are on the floor and if we have any
preference, so we can bring our own if we choose
kind of issue that is taking a toll mentally, our lead
to do so. They’re just USB, so we bring them and
supervisors are very quick to offer support and remind
plug them in. My pink keyboard doesn’t work at
us that we don’t have to go through it alone.
certain consoles, so whenever that’s the case, I just get a couple of sanitizing wipes and wipe
The 9-1-1 industry as a whole is constantly changing.
down the keyboard at the console really good.
What are some of the newer technologies you have
The benefit is in the comfort of typing with a
found to be the most useful?
keyboard you’re used to using and one that is comfortable for you, which results in the ability
We’ve adopted a new software within the last year called Rapid SOS. It allows us to get a much more specific location for someone calling into 9-1-1. It’s a lot more accurate and now we have far less trace calls (calls that have to be turned over to the supervisor to ping the phone for a location). So now we can create a call for dispatch without an actual address being given to us by the caller and usually the officers do find them. It’s been a life saver for us. It also allows us to trace the caller’s location for up to an hour, which really helps when the caller doesn’t know where they are or are in a moving car.
to work and type faster.
THOUGHTS OF THANKSGIVING What are you thankful for ? I am thankful for my job because I am able to provide for my three daughters. . I am thankful to be in a position that allows me to help another person. Although I am in a job that is sometimes a thankless job, I am thankful for it. So I am pouring into this position and I believe it is helping someone in some way. I am thankful for my families' health and well being. My family means everything to me and they are the reason I am who I am today. Be thankful for the things that you have, things you don't have and things that you will have, because it could have been a little worse.- SPRD Hazel Merriweather
I am thankful that my raise just kicked in. PRD Josh Edwards I am thankful that I was released as a dispatcher (most definitely a feat in itself), and I absolutely love what I do. My family and I have remained healthy and happy throughout this whole pandemic. I got to walk my son out onto the football field for Senior night at his high school. My days off when I get to ride around with my daughter, windows down, music up, singing, laughing, and just living. I'm thankful that God continues to bless me each and every day. PRD Emily Beilstein
new co-worker alert
welcome to Communications
PRDT SAM STAMPER Start Date : June 22, 2020 Hometown : Louisville, Kentucky MESSAGE TO NEW HIRES Although this job is demanding, it is also rewarding. You are an asset to the Emergency Communications Bureau and to the City of Memphis. We are here for you during the overwhelming times that you are most likely to experience as a trainee. YOU ARE NOT IN THIS ALONE. The Training Coordinator, CTSs, CTOs, Supervisors, and Managers will answer any questions you may have before, during and after your training. We welcome you and thank you in advance for your hard work and dedication. -SPRD M. Stiger FROM ECA MIKE SPENCER "Even if you are not a trainer, each new employee we hire is your co-worker. If they succeed and make it through probation, that puts you one person closer to that shift bid you want or that Christmas vacation you hope to bid for. You can help by being encouraging or just sharing a story of challenges you had when you were training. Being supportive and helpful is simple."
What inspired you to apply for the dispatch position ? I was not satisfied in my previous job and desired something more fulfilling. I wanted to be in a role where I felt like I was contributing to the well-being of the community.
What do you think of the training program so far? I have enjoyed the training process. This job is unique, in that nothing can really prepare you for it except actually jumping in and doing it. The classroom gave me a good idea of what to expect, but once you hit the floor, everything comes at you full speed. Luckily, I have had great CTOs to help me get my bearings.
What is the most challenging part of training ? The thing I have struggled with the most is the inconsistency between trainers. There are so many ways to do many of the things we need to do on the floor. Having one trainer teach you their way, getting used to it, and then having your next trainer insist you use a completely different method can be frustrating. However, I know in the long run it will make me a better dispatcher.
What have you learned that has been an eye opener for you? I am consistently amazed by the amount of people who call 911 by accident on a daily basis. I guess with cell phones, it is easier to do inadvertently, but come on, people, pay attention!
What do you enjoy doing when you are not at work? My wife and I just welcomed our second baby boy Wyatt on October 10. I enjoy spending as much time as possible with him and his 3 year old brother Owen. I also like to play golf, basketball, cards and board games and go hiking/camping whenever I get the chance.
PRIORITIES: DOING WHAT'S IMPORTANT by The Healthy Dispatcher The following is an excerpt from the book, Dispatcher Stress: 50 Lessons on Beating the Burnout What do you believe, and what values are important to you?
You say financial security is important, but you don't save any money.
If you don't know, it will be pretty difficult, if not impossible, to decide what your priorities should be.
By the way, there's really no need to declare your priorities to anyone else; you will show others your priorities by what you do.
One of the tricks to reducing stress is understanding clearly what's important to you and then making those things your priorities. As Stephen Covey, author of The 7 Habits of Highly Effective People, put it, " Put first things first." You can't do that if you don't know what's supposed to be first. When you figure out your priorities based on your beliefs and values, you also determine what's not worth pursuing. If you don't know your priorities, you end up chasing the wrong things or too many things. This creates stress. One thing should be clear: you will always have priorities.
For example, if you say you're going to exercise and lose weight, but instead you spend hours in front of the television and you eat three pizzas a week, watching television and eating pizza are, in reality, your priorities. And guess what ? This creates stress. Establishing your priorities is a necessary part of moving forward to reduce stress, avoid burnout, and get what you want.
When you know what your priorities are, it's easier to manage your time and say "No" to people. It's easier to resist the gossiping, blaming, and criticizing that contribute to your stress. It's easier to focus on what needs to get done. It reduces stress.
The question is will they be priorities that you consciously choose or will they just be things that happen to you while you're locked down in your stress? So often you declare your priorities and yet your actions don't reflect your words. You say your health is important, but your diet consists of fast food. You say family is important, but you don't spend any time with them.
Takeaway: Priorities based on beliefs and values will guide your actions.
CALLTAKER PRIDE Manager Sean Lovejoy , ENP, RPL
ERCO IMPACT Even though our 7 full-time ERCOs only account for 5% of the staff, they answered over 15% of all inbound calls in the month of September.
Emergency Response Call Operators (ERCOs) are extremely vital to the overall success of the Emergency Communications Bureau. These staff member’s primary focus is to provide quality, responsive service to our 9-1-1 and non-emergency callers every day. Having both full-time and part-time ERCOs provides valuable benefits to ECB operations by allowing us to increase our staffing during peak hours. This assists the Bureau in our mission to meet answer standards, as well as reduces the workload on everyone by spreading the calls out over a greater number of employees. Putting this into perspective, even though our 7 fulltime ERCOs only account for 5% of the staff, they answered over 15% of all inbound calls in the month of September. These dedicated employees come to work every day with positive attitudes and a spirit to serve. They are an integral part of our ECB family and our mission, and we are so appreciative for their hard work and contribution.
EMPLOYEE ENGAGEMENT INITATIVES #crea
tinga
newc
ultur
e
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
NOVEMBER
2020
BRIGHT LIGHT IN THE BUREAU POSITIVE AND UPLIFTING MESSAGES FOR OUR CO-WORKERS BY OUR CO-WORKERS PRD McCord is also a Bravo shift union steward.
A TRUE " CONGRATULATORY" MESSAGE by PRD Jesse McCord
THE POWER OF POSITIVE THINKING & DOING
Everyone remembers those encouraging remarks from their trainer and other helpful employees leading up to their release on call taking
One of the missions of this
or dispatch: “Get ready, you are about to be first up to draft”,
publication is to promote positivity
“Congratulations, you are draftable!” or “Be ready to work the next
in our PSAP. There are many things we have no control over; however
couple days overtime on the draft.”
we do have control over ourselves, our minds and our behavior. When you choose a positive and
Those are really encouraging words.
optimistic outlook, you are not conceding that nothing is wrong or everything is perfect. What you are affirming is that you will not be
I propose a shift in mindset while preparing the trainees for release. Rather than celebrating their initiation into the realm of draftable
consumed and controlled by your
employees, let's celebrate their initiation into the family that we call
emotions. We are all responsible
Communications. Maybe our new messages can read, “Get ready,
for the morale in OUR workplace. What are YOU doing to make a positive difference? If you have anything positive you would
because there is still a long road ahead” or “Congratulations, you are now one step closer to being a full fledged member of the family” or “Be ready to work just as hard toward your next milestone.”
like to contribute to the newsletter please send it over to the editorial team. It will be our pleasure to publish it. - PRD Erica May , ECB Monthly Editor
Now, this does not mean not mentioning that they will be draftable or failing to prepare them for their first mandatory overtime shift; but let's try not to make it centric to the discussion. Most of them already know what is coming. Changing our mindset regarding newly released employees may not make a huge dent in employee retention and morale, but it just might put a ding in them.
LEADERSHIP TIDBITS Quick thoughtful reflectons from our Bureau's leaders.
SPRD Marvin Pender Jr.
LEAD BY LISTENING BY SPRD MARVIN PENDER JR.
I have found that one of the most important communication skills needed as a leader is to listen. Carefully listen to what your people
“To effectively
have to say. Ask questions. Inquire
communicate, we
Do you really know how to
about their goals. Encourage them to
must realize that
communicate?
share their thoughts and ideas.
Just because you are speaking does
Value their input. Ask how they are
not mean you are communicating
doing and be genuinely interested in
effectively.
their answers.
we are all different in the way we perceive the world and use this understanding as a
Exceptional leaders keep their people
These actions show that you care
informed on the goals and vision of
about the employee and value their
the organization. These leaders use
contributions.
communication to inform, motivate and inspire.
guide to our communication with others.� - Anthony Robbins
1
PSAP PICS 1. Motorola technicians during the radio upgrade. 2. Markisha Thomas works the relief position. 3. Julia Robinson shows off her Kyle Plush Answer the Call challenge coin. 4. Ron and Jill Plush address Charlie shift via Zoom meeting.
2 4
3
NOVEMBER 2020 | POSITIVE PROMOTION
2640/NOTIFIED
CHARLIE SHIFT CELEBRATES BOSS' DAY
CHARLIE SHIFT SUPERVISORS ROCK! From left to right: Regina Webster, Rosalind Phillips, Karonda Kirkwood ( not pictured LaTausha Blair)
FUN FACTS ABOUT BOSS' DAY Yes that’s right, Boss’s Day is an actual thing! Recognized annually on October 16th this campaign focuses on strengthening the bond between employers and their employees. Hallmark has been selling Boss’s Day cards since 1979.
PSAP Administrator Mike Spencer poses with his balloon.
Charlie Shift made it happen! Initially the shift members planned to purchase one fruit arrangement for all the supervisors to share. Due to high participation and generous contributions Manager Rogers and all supervisors were each able to receive a fruit arrangement, a card and a balloon. Contribution leaders were Jacob Maness and Tedra Sweeten. Ebony Jasper gifted each supervisor with a motivational book. Manager Rogers and the supervisors were surprised and moved. A high spirited day it was! It's believed that no negative observation reports were issued Oct. 16. LOL
" IT WAS A NICE SURPRISE. I SHOWED OFF MY GIFTS TO ALL MY FAMILY. YOU ALL MADE MY DAY. THANK YOU SO MUCH FOR THINKING ABOUT ME." D. ROGERS
Closing Remarks : Oh Give Thanks BY MANGER DERANECQUE ROGERS, ENP & EDITOR IN CHIEF It’ s November, the month of gratitude. It’ s also the month of recognizing and acknowledging the things we are grateful for, good food, and the love of family and friends. Although this hasn’ t been the easiest year for most of us, there is still a lot to be grateful for. I consider myself blessed in the mist of it all. I am faithful and not fearful. In expressing my gratitude, I want to share a few things from my list. There is a multitude of things I am grateful for. This is my short list. 1. I am grateful for my family. They keep me grounded. They are my comfort and provide solace in times of stress and disappointment. My family consoles me, motivate me, and love me regardless of my flaws. I truly love my family. 2. I am grateful for my work family. Yes, you are my extended family. We laugh and we cry together. We fuss and disagree often, but those are things a family does. Despite our differences in thinking, when it’ s time, we come together. We support one another. We lift one another up. I am grateful for each of you. 3. I am truly grateful for my health: mind and body. In this time of a global pandemic, maintaining our health is a top priority for us all. It’ s important that I follow local and federal guidelines to not only ensure my health and safety, but the health and safety of those I love, and that does include each of you. a. I am grateful for my mental health. I practice gratitude. In expressing gratitude and receiving the same, our brain releases dopamine and serotonin, our natural feel good chemicals. This helps me to lower my anxiety and decrease my stress. I still get stressed out; however, I tend to try to be more optimistic, grateful, and calm in order to maintain my mental health. 4. I am grateful for my job. We knew we were essential from the very beginning, but now the world has recognized just how important and necessary we are. We have not skipped a beat. We’ ve been here to Answer the Call and save lives. I am grateful for that. **continued on the next page
EDITOR'S NOTES | PAGE 32
I know you have things you are grateful for. Write them down and maybe share them with someone close to you.As we embark upon this holiday season, practice gratitude and continue to be safe. Appreciate everything, not just the big, but the small things as well. Love on your family and cherish each moment with them. When you are away from work, be a part of as many safe and healthy activities as you can. Find pleasure in every moment. Continue to be happy and healthy; mind, body, and spirit. We must be our best in order to give our best.
“Give thanks in all circumstances”.
PRD D. Rogers
THANKFUL THROWBACK I am thankful for how far I've come in my career. It has been worth the work and I'm proud of the work we do here at Memphis 9-1-1. Look at my orange. I was eating healthy. LOL By the way, aren't you thankful for your current CAD? -Manager D. Rogers EDITOR'S NOTES | PAGE 33
On behalf of the CWA Local 3806, I would like to issue the warmest of welcomes to our newest union members: Omari Edwards, Janee Lewis, Kalesha Nelson and Sam Stamper.
Union Updates with Mendi Shull
We are also excited to announce the addition of two new shift stewards: Nikkita Pittman for the Charlie shift and Jesse McCord for the Bravo shift. Both are awaiting their training; however, I know they are looking forward to providing quality representation to our members very soon. If you would like to volunteer to be active in the union, please let me know. We would be happy to welcome you into our group! I am also excited to announce a new, more convenient way for CWA members to interact with their union representatives and obtain the assistance that they need. Located on the desktop of each city computer, the shortcut link “CWA Forms� will enable you to access forms for reporting violations/grievances, requesting information or submitting your suggestions. We are happy to offer these tools and encourage our members to utilize them, especially when a timely response is needed. Finally, please note that the off-site membership meetings for our group will be postponed until after the holidays. We will continue to have on-site meetings as allowed for. Please monitor your personal email for updates. Thank you! Mendi
Upcoming Meetings To Be Announced The dates for the November on site meetings will be announced via email.
Regina's home made meals
Right: vegan vegetable pizza Bottom Left: sauteed vegetables over a baked potato Bottom right: Buddha bowl