Brainstorm 911 - The Podcast: Recent Episodes
Dan L. Lewis, Ed.D, ENP
Approximately 100,000 public safety communicators go to work each day. They answer millions of 9-1-1 calls, dispatch first responders, handle administrative calls, and document information in the background, often going unnoticed and underappreciated. This podcast explores the work of these frontline heroes and offers insights into the industry. Part training, part venting, and always from the heart, episodes will dive into topics of interest to those working in the industry, review research on various related topics, and present observations of the host, guests, and listeners.
This episode helps identify some of the customers that we come into contact with every day in the 9-1-1 Center. Moral of the story: Everyone is your customer, service depends on how you react and interact with them.
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Customer Service is important in every part of answering, process, and responding to emergency calls. This three part podcast series will touch on several aspects of customer service, including first impressions, identifying our customers, and setting a high bar for our own level of service and responsibility. In this episode, I ask for your ideas, you can send me an email at info@brainstorm911.com or go to my main podcast page, https://anchor.fm/dan-l-lewis and leave me a voice message if you register for an account. Thanks for taking the time to listen and have a great day
References:
Evenson, R. (2011). Customer service management training 101: quick and easy techniques that get great results. Amazon.
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June is Over, but your LGBT Co-Workers are still sitting beside you. Make sure they feel like part of the team.
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Policy, Procedure, and Protocol. The Three P's of 9-1-1. This episode is me rambling on about policy, procedure, and protocol in the 9-1-1 center. Don't worry, I enjoy rambling, hopefully you do as well.
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This week I will be talking about my initial training in the 911 communications center and discuss an educational concept called the Zone of Proximal Development. I will also talk about the question that comes up frequently. How Can training for public safety communications personnel be modernized for the next generation? If you have something you would like to share, send me an email at info@brainstorm911.com and let me know if I can use your comments in the next episode. Disclosure: I am not associated with, supported by, or a customer of any of the companies that I have talked about or listed. I am simply a fan. I incorrectly identified Mark Fletcher as being employed by Inform 911, he is with NG911. I apologize for the mistake. 1. Zone of Proximal Development – An Affirmative Perspective. 2. ThoughtCO. What is the Zone of Proximal Development? 3. On Scene First – Tracy Eldridge 4. NGA 911 Solution – D. Jeremy DeMar. 5. Calhoun County 9-1-1 6. Kari Hunt Foundation
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This is the first episode of Brainstorm 911 - The Podcast. Join me as I stumble through explaining why I am starting this podcast, what I hope to talk about, and my thoughts on National Public Safety Telecommuniator Week, which starts on Sunday. As always, you can visit www.brainstorm911.com for more information about me and my company, Brainstorm 9-1-1 Training and Consulting. Also, find me on Facebook, Twitter, and Instagram, there may be a video of me recording this episode, and let me tell you, it was a bit of a challenge remembering what I wanted to talk about, LOL. Thank you for all that you do each day and keep up the incredible work!!!
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Coming Soon--Brainstorm 9-1-1 - The Podcast.
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