Dispatch in Depth: Recent Episodes
Dispatch in Depth
"Dispatch in Depth" is the only podcast that delves into the why and how of emergency dispatch. Each episode we will talk with a different researcher about the work they’re doing to make emergency dispatch as safe and effective as possible worldwide. “Dispatch in Depth” is the official research podcast of the International Academies of Emergency Dispatch.
Chris Carver, Octave’s Director of Market Development, talks about his experience as an emergency dispatcher with the New York Fire Department (FDNY) during the September 11th attacks. He also discusses his role at Octave as well as the book he wrote about his illustrious career in public safety. This is the first installment in a three-part series in honor of the 25th anniversary of 9/11 and the role that dispatchers played on the day itself and the years that followed. For Your Information:Buy a copy of Miracles and Milestones—The Incredible Odyssey of a Fire Dispatcher from Ohio, to 9/11, and Beyond: https://cbcarver.com/order-today/ Check out Chris’s website: https://cbcarver.com/ Learn more about Octave: https://octavepublicsafety.com/
Bill Vedra, Director of the Emergency Communications Center (ECC) for the city of Cincinnati, discusses his agency’s re-implementation of the Police Priority Dispatch System (PPDS). He discusses the circumstances surrounding the process, some obstacles in implementation and how they were overcome, and why the agency then aimed for accreditation status. For Your Information:ECC homepage: https://www.cincinnati-oh.gov/ecc/ECC page on accreditation: https://www.cincinnati-oh.gov/ecc/about-ecc/accreditation/ECC alternative response: https://www.cincinnati-oh.gov/ecc/arc/ECC Facebook: @Cincy911ECC 311 social media on FB, IG, and X: @311Cincy IAED study about Cincinnati 911’s implementation: https://www.aedrjournal.org/improving-911-police-call-taking-in-cincinnati-implementing-a-structured-protocol-based-systema-before-and-after-comparative-study
Jessica Hutchens and Jeri Phillips, training specialists with Guilford Metro 911, talk about the foundational training that all Emergency Dispatchers should receive. They discuss what skills are necessary for an Emergency Dispatcher to have, how those skills can be improved, and ways to make it easy and fun in your comm. center. For Your Information: Use GeoGuessr to help your Emergency Dispatchers learn local geography: https://www.geoguessr.com/ Use Neuro Runners to help them improve their multitasking skills: https://play.google.com/store/apps/details?id=com.magicoft.NeuroRacer https://apps.apple.com/us/app/neuro-runners/id1435628595
Jody Mader, Master ETC-I Instructor and 2025 Instructor of the Year, shares some insights she’s gained in her 18 years of experience in emergency telecommunications. She discusses how she became interested in adult education, how to customize the ETC curriculum while still meeting the training standards, and how you can start improving your program one change at a time. For Your Information: Check out our series about becoming an Instructor for the Academy: https://www.aedrjournal.org/tag/instructor-academy
Combined Regional Communications Authority (CRCA) 911’s Deputy Director Lindsay Hubbard talks all about their dispatch internship program—how it came to be, how it’s evolved over the past few years, and advice for people looking to start similar programs in their own agencies. For Your InformationLearn more about CRCA 911! Facebook: https://www.facebook.com/CRCA911CO Instagram: https://www.instagram.com/crca_911/ Tiktok: https://www.tiktok.com/@crca911 Website: https://www.crca911.colorado.gov
Bekah Haywood, Business Analyst for the Solutions Support Team, talks about all things FirstWatch. She discusses the upcoming high-acuity dashboard for Academy Analytics, the importance of peer support in the dispatch center, and how stories and data can work hand in hand.For Your Information: FirstWatch is booth #300 in the Exhibit HallLearn more about Academy Analytics: https://firstwatch.net/what-we-do/academy-analytics/ Check out the FirstWatch website: https://firstwatch.net/ Don’t miss these sessions at NAVIGATOR: “Seeing the Forest AND the Trees with Academy Analytics and the IAED Data Center” presented by Carlynn Page Crampton (Wednesday, April 22, 3:00 p.m.) “Leading Through Conflict” presented by Mike Taigman (Thursday, April 23, 10:20 a.m.)
Kathy Sukus, GM/OnStar Public Safety Engagement Leader, and Mitch Petterson, a member of the Outreach Team, discuss OnStar’s role as a Partner Sponsor of NAVIGATOR 2026. They highlight OnStar’s ACE status, their free public safety training, and the new Super Cruise feature.For Your Information Check out some of OnStar’s great resources: https://www.onstar.com/public-safetyhttps://www.gmstc.com/index.php/first-responderswww.onstarvirtualtraining.com
Scott MacDonald, CEO of GovWorx, discusses the company’s sponsorship of NAVIGATOR 2026. He discusses where the company finds inspiration for supporting emergency dispatchers and talks about the CommsCoach Hiring and Retention platform, which will be demonstrated at the GovWorx booth.For Your Information:Check out the GovWorx website: https://govworx.ai
Jeff Freeland, Product Manager for Motorola Solutions' AI Agents and Assistants, and Wendy Lotman, Statewide Account Executive, give an update on what Motorola Solutions is working on, particularly their new Assist Suites. They discuss how their solutions assist emergency dispatchers, why sponsoring NAVIGATOR is a priority, and what you can look out for at their booth in the Exhibit Hall.For Your Information:Check out the Motorola Solutions website: www.motorolasolutions.com Learn more about the Assist Suites: https://www.motorolasolutions.com/en_us/ai/assist-suites.html Don’t miss Wendy’s session on Thursday morning, April 23, entitled “Unified Strategies for Emergency Response: Harnessing NG911 for Major Events.”
Acting Sergeant Tim Clover with St. Louis University talks about two experiences where he saved someone’s life in an emergency situation—one a choking infant and one a man in a vehicle fire. He discusses how his career as an Emergency Dispatcher and BLS instructor prepared him to spring into action.
Jordan Kolarik, a Communications Team Leader with New South Wales Ambulance in Australia, talks about the neuroscience behind effective mentorship. He discusses adult learning, best practices, and some case studies from his own agency.For Your Information:Read Jordan’s post on LinkedIn: https://www.linkedin.com/posts/jordankolarikjp_whats-really-happening-inside-the-brain-activity-7393804186527698944-iNbc Curious about box breathing? https://www.youtube.com/watch?v=G25IR0c-Hj8
Dr. Sung Poblete, the CEO of Food Allergy Research and Education (FARE), talks about the time-critical nature of emergency allergy 911 calls. She discusses the role of FARE, what emergency dispatchers should know about anaphylaxis, and a new way to distribute epinephrine. For Your Information:Check out FARE’s website: https://foodallergy.org Dr. Tim Dribin’s paper on the anaphylaxis clinical support tool: https://www.jacionline.org/article/S0091-6749(25)00072-7/fulltext
Taylor Davis, Director of Communications for Greenville County EMS (MedCom), talks about her recent Letter to the Editor for the Journal of Emergency Dispatch about her agency’s 84 CPR saves in 2024. She also covers what it’s like to work there, the goals they’re currently working toward, and how to improve center culture overall.For Your Information: Read Taylor’s Letter to the Editor here: https://www.iaedjournal.org/letter-to-the-editor Greenville County’s official government website: https://www.greenvillecounty.org/
Jonny McMullan, EMD Mentor Instructor and Curriculum Board Member, gives an update on what has changed in the EMD Mentor course since 2022. He discusses how an EMD Mentor offers different support than a CTO, supervisor, or ED-Q and how it can help overall with staff turnover and burnout.For Your Information: Jonny’s previous podcast episode: https://www.aedrjournal.org/facing-in-the-same-direction-with-jonny-mcmullan Read more about the EMD Mentor program here: https://www.iaedjournal.org/helping-everyone-excel https://www.iaedjournal.org/an-emds-best-friend https://www.iaedjournal.org/encourage-understanding
Edel Burton, Clinical Hospital Pharmacist and Lecturer in Clinical Pharmacy in University of College Cork, discusses her recent study on prehospital care for suspected stroke during the COVID-19 pandemic. She discusses methods, findings, and what she’s going to research next.For Your Information:Edel’s episode about her benchmarking study: https://www.aedrjournal.org/speaking-the-same-language-with-edel-burton Edel's ORCID site: https://orcid.org/0000-0002-5847-0174
Grace Frances, Director of Community Partnerships, talks about the organization End Violence Against Women International (EVAWI) and how it relates to emergency dispatch. She discusses the array of resources that EVAWI provides, including an annual conference and monthly webinars, and how emergency dispatchers often set the tone for a survivor of gender-based violence on their journey to justice. For Your Information:Check out EVAWI’s website: https://evawintl.org/ Watch past webinars: https://evawintl.org/webinars/ Access the Sexual Assault Medical Forensic Exam (SAMFE) Virtual Practicum that Grace mentioned: https://evawintl.org/vp/
Nicole Snell, CEO of Girls Fight Back, discusses the importance of boundaries and empowerment in your role as an emergency dispatcher. She outlines some steps for healthy communication and how one person adopting these strategies can influence the whole center.For Your Information: Check out Nicole’s website: https://www.nicolesnell.com/ Connect with Nicole on LinkedIn: https://www.linkedin.com/in/nicolesnell/ Watch Nicole’s Tedx Talk: https://www.youtube.com/watch?v=_UETjFX0ErU&ab_channel=TEDxTalks
Rayna Willis and Tyler Kennington with Parker County Hospital District in Texas discuss their center’s race to ACE. They talk about their motivations, their barriers, and advice for other centers ready to take the plunge.For Your Information:Start your Race to ACE today: https://www.emergencydispatch.org/what-we-do/accreditation
This combined episode with the hosts of Dispatch in Depth, Tell Me Exactly, and Within the Trenches took place at NAVIGATOR 2025. Attendees were invited to share their answers to the following questions: What facts would you tell someone who doesn’t think emergency dispatchers are first responders? What stories would you tell them? What would you say to other first responders who don’t think emergency dispatchers are first responders?For Your Information:Listen to Tell Me Exactly here: https://open.spotify.com/show/6rpohCpEPDGFjma6HQYPlaListen to Within the Trenches here: https://www.withinthetrenches.net/podcast
Dominique Mathis, public safety manager for Carbyne, discusses some aspects of the company you might not be familiar with. She talks about why Carbyne prioritizes sponsoring NAVIGATOR and what you can expect from their AI solutions.For Your Information:Check out Carbyne’s website: https://carbyne.com/
Bonnie Maney, Operations Manager with Mission Critical Partners, discusses response alternatives in 911 beyond supplying mental health support teams. She talks about finding ways to reduce mission creep, the impact of making small but significant changes in your center, and the importance of maintaining stamina for positive change. For Your Information: Got a question for Bonnie? Email her at bonniemaney (at) missioncriticalpartners (dot) com. Learn more about Mission Critical Partners: https://www.missioncriticalpartners.com/ Check out their FREE resources, including trainings and white papers: https://www.missioncriticalpartners.com/resources/
Amanda Beal, the IAED’s AI SkillLab Simulation Administrator, discusses what exactly the AI SkillLab is, where you can access it, and how it helps you in your role as an emergency dispatcher. For Your Information: Learn more about AI SkillLab here: https://www.prioritydispatch.net/en/ai-skill-lab
Sergeant Ashlee Gautreaux, creator and facilitator of a high school Emergency Telecommunicator Certification (ETC) program in Ascension Parish, Louisiana, talks about how the program came about and how it’s structured. She also discusses some unanticipated benefits to the community that have come from it. For Your Information:Learn more about the program here: https://www.ascensionschools.org/schools/high/career-technical-education Do you live in Ascension Parish? Apply to become a dispatcher here: https://ascensionsheriff.com/join-our-team
Dr. Russell MacDonald, the Medical Director for Toronto Paramedic Services and Toronto’s Central Ambulance Communications Centre, discusses what a communication center medical director is and how their role impacts your work. For Your Information: Toronto Paramedic Services – social media sites: https://www.youtube.com/@TorontoMedics https://www.facebook.com/TorontoMedics/ https://x.com/torontomedics https://www.instagram.com/torontomedicsofficial/ Emergency Care in the Streets (Canadian edition): https://www.psglearning.com/catalog/productdetails/9781284196641 A link to some of Dr. MacDonald’s publications and related activities: https://www.researchgate.net/profile/Russell-MacDonald
John Chiaramonte, President of Mission Critical Partners’ consulting business, talks about the company's upcoming 8-hour course on swatting incidents. He discusses the recent uptick in these types of responses as well as things communication centers can do to prepare for the eventuality of these calls. For Your Information: Sign up for the class here: https://info.missioncriticalpartners.com/mitigating-swatting-incidents-masterclass Check out Mission Critical Partners’ other webinars and trainings: https://www.missioncriticalpartners.com/resources/webinars-training/
Tyler Pelke, Deputy Chief with the City of Red Deer Emergency Services, shares his perspective on resilience in the emergency response profession. He talks about doing the hard things, like building habits and practicing forgiveness, and fostering trust in the workplace. For Your Information: Tyler’s website: https://tylerpelke.com Dr. M. Scott Peck’s book on resilience: https://www.simonandschuster.com/books/The-Road-Less-Traveled-Timeless-Edition/M-Scott-Peck/9780743243155 Dr. Karestan Koenen: https://www.hsph.harvard.edu/profile/karestan-koenen/ Dr. Steven Southwick: https://aeon.co/users/steven-southwick
Educator, clinician, and scholar Dr. Michelle Lilly gives highlights of her past emergency dispatch research papers and projects, then presents the preliminary findings of her groundbreaking video to 911 study. For Your Information: Lilly Consulting: www.lilly-consulting.com
The champion and creator of the 911 SAVES Act, California Congresswoman Norma J. Torres gives some insight into this bill she and her colleagues are trying to pass to get emergency dispatchers reclassified as first responders. She tells some stories from her time as a dispatcher in Los Angeles, explains what the act does and does not do, and gives advice on how you can get involved in this important movement. For Your Information: Read this press release on the bill: https://torres.house.gov/media-center/press-releases/representatives-torres-fitzpatrick-reintroduce-bipartisan-9-1-1-saves To find out if Congresswoman Torres is your representative or to find out who your rep is and reach out, go here: https://www.congress.gov/members/find-your-member Read Congresswoman Torres’s policy essay on the 911 SAVES Act: https://journals.law.harvard.edu/jol/volume-61-number-1/?fbclid=IwAR2eg3d_CkD_Sq8_mM2Df1l8GpmzrsPtQCpX7FLbq3gBoF5JlAp18v-MGrg Find out more about how you can help get emergency dispatchers reclassified: https://www.911.gov/projects/telecommunicator-job-reclassification/
Brian Dale, President of Priority Dispatch, gives his thoughts on the enduring value of the NAVIGATOR educational conference, what technology improvements the company is working on, and how you can be part of the changes coming to emergency response. This is the final installment in our series highlighting the Partner and Platinum Sponsors of NAVIGATOR 2024 in Washington, D.C.For Your Information: Check out Priority Dispatch’s new and improved website: https://www.prioritydispatch.net/
Jim Lanier, OnStar’s Global Manager for Public Safety Engagement Team, talks about OnStar’s continued role as a sponsor of NAVIGATOR. He also discusses what it looks like when OnStar takes an emergency (or nonemergency) call, recent advances in technology, and what conference attendees can look forward to trying out at the booth. This is the fourth in our series highlighting the Partner and Platinum Sponsors of NAVIGATOR 2024 in Washington, D.C. For Your Information: OnStar’s primary public safety page: https://www.onstar.com/public-safety The basics of OnStar: https://www.onstar.com/public-safety/onstar-101 Got a question? Send an email to EmergencyServices (at) onstar (dot) com 24/7 public safety dedicated number: 866-866-5006 (Option 2) GM/OnStar Battery Electric Vehicle Training: https://gmevfirstrespondertraining.com/onlinetraining/ (*No charge for this training)
You might hear "Motorola" and think of either phones or radios. While Motorola Solutions is the market leader in radios for public safety, they are so much more than that: a technology company that is solving for safer communities through an ecosystem of safety and security products, from critical communications to command center software to video security and all of the services in between.With a 95-year history, Motorola Solutions has learned a thing or two about human-centered design and how its unique process can make or break a product. Scott Arnold and Becca Zapata from Motorola Solutions' UX Design & Research teams join us to discuss how they go about designing solutions that are intuitive and specific to their users, including their newest call-handling solution, VESTA NXT.Check out the episode for a fascinating dive into human-centered design, what it means, and why it's critical when creating public safety solutions. And to see it for yourself, visit Motorola Solutions at booth # 401.This is the third in our series highlighting the Partner and Platinum Sponsors of NAVIGATOR 2024 in Washington, D.C. For Your Information: More about Motorola Solutions: https://www.motorolasolutions.com/en_us/about.html Human-Centered Design: https://www.motorolasolutions.com/en_us/solutions/human-centered-design.html
Jeremy Banks, Senior Product Manager with Carbyne, talks about Carbyne’s role in developing and implementing NG911 in centers across the world. He also teases what conference attendees might find at the booth. This is the second in our series highlighting the Partner and Platinum Sponsors of NAVIGATOR 2024 in Washington, D.C. For Your Information: Learn more about Carbyne on their website: https://carbyne.com/company/about-us/
Carlynn Page Crampton, Engagement Strategist with FirstWatch, discusses how FirstWatch assists Emergency Dispatchers in their everyday practices. She also talks about what attendees of NAVIGATOR 2024 can look forward to at the FirstWatch booth.This is the first in our series highlighting the Partner and Platinum Sponsors of NAVIGATOR 2024 in Washington, D.C.For Your Information: Listen to Carlynn’s previous episode: https://www.aedrjournal.org/on-firstwatch Check out the FirstWatch website: https://firstwatch.net
Dr. Brooke Bartlett, a licensed clinical psychologist and owner of the Center for Trauma, Anxiety, and Stress (CTAS), talks about moral injury: what it is, what causes it, and what it looks like in emergency dispatchers. For Your Information: The Center for Trauma, Anxiety, and Stress: https://www.centertas.com/ Check out Dr. Bartlett’s Instagram page: https://www.instagram.com/doctorbrookephd
A group of new IAED Instructors discuss their experiences taking the EMD and EFD Instructor courses. The guests are Miguel Garcia and Nicole Smith with the Sarasota County Fire Department in Florida, Bernhard Eisenbock with Notruf Niederösterreich in Lower Austria, Brooke Dittfurth with Acadian Ambulance Service in Texas, Joanna Overton with El Paso Regional Communications Center in Texas, and Diane Verrault with Groupe Alerte Santé in Quebec. They talk about their street experience in emergency response, things that surprised them as they’ve begun to teach, and advice for other people thinking about applying.For Your Information: Miguel’s segment—1:33 Nicole’s segment—11:35 Bernhard’s (Bobby’s) segment—21:48 Brooke’s segment—32:20 Joanna’s segment—44:47 Diane’s segment—55:52 Listen to Eric Fayad talk about the Academy side of things: https://www.aedrjournal.org/the-instructor-academy-with-eric-fayad Listen to recent graduates of the Instructor Academy talk about their experiences: https://www.aedrjournal.org/future-instructors-with-michelle-vetter-deborah-mccombs-matthew-foletti-and-david-emerson Email Eric with your questions: eric (dot) fayad (at) emergencydispatch (dot) org
Michelle Vetter, Senior Public Safety Telecommunicator with Morris County Communications in New Jersey, Deborah McCombs, Emergency Calltaker III with Prince George’s County in Maryland, Matthew Foletti, an officer with the Met Police in London, and David Emerson, a senior clinician in Australia, discuss their experiences taking the EMD and EPD Instructor courses. They talk about their street experience in emergency response, things that surprised them as they’ve begun to teach, and advice for other people thinking about applying. For Your Information: Michelle’s segment—01:25 Deborah’s segment—13:36 Matthew’s segment—20:13 David’s segment—29:14 Listen to Eric Fayad talk about the Academy side of things: https://www.aedrjournal.org/the-instructor-academy-with-eric-fayad
Eric Fayad, the Associate Director of Instructor Services, discusses the Academy side of the IAED’s Instructor Academy—how it works, who’s eligible, and the kind of effort required to become a full-fledged instructor.This is the first in a two-part series about the Instructor Academy. For Your Information: Email Eric with your questions: eric (dot) fayad (at) emergencydispatch (dot) org
Jim Marshall and Jason Scott with the 911 Training Institute return to talk about Emergency Mental Health Dispatching (EMHD) and Medical Priority Dispatch System Protocol 41: Caller in Crisis. They discuss the vast, untapped humanity that Emergency Dispatchers have to offer and the importance of adequately supporting those taking calls. For Your Information: Listen to the first part here: https://www.aedrjournal.org/principles-of-emergency-mental-health-dispatching-with-jim-marshall-and-jay-scott Statistics about suicide in the United States: https://www.cdc.gov/suicide/suicide-data-statistics.html Check out the 911 Training Institute’s website: https://www.911training.net/ Take the College of Emergency Dispatch course on the Protocol 41: Caller in Crisis: https://academy.emergencydispatch.org/
Cait Welch, a Quality Assurance Officer and Coordinator at Manatee County Sheriff’s Office, discusses the flexibility of the Police Priority Dispatch System (PPDS). After all, your center’s needs are as unique as the area and people you serve. She talks about Jurisdictionally Approved Questions and Instructions, the Admin Utility, local definitions, how to interrupt professionally, and obvious questions. For Your Information: Cait’s previous episode: https://www.aedrjournal.org/in-short-supply-with-cait-welch Manatee County Sheriff’s Office: https://www.manateesheriff.com/ Fitch and Associates Communication Center Manager Course: https://fitchassoc.com/communication-center-manager-program/
Lori Henricksen, BX3 Public Safety owner and training consultant and creator of the Emergency Telecommunications Program at VTCTA, and Lily Petersen, former student of the program and current communications specialist supervisor at the Las Vegas Combined Communications Center, discuss the benefits of providing high school students with career technical education (CTE) in emergency dispatching. For Your Information: Listen to Lori’s previous episode: https://www.aedrjournal.org/the-next-generation-of-dispatchers-with-lori-henricksen Check out the Veterans Tribute Career and Technical Academy: https://www.vtcta.org/ Contact Lori: lori (at) bx3publicsafety (dot) comLori's LinkedIn: linkedin.com/in/lori-henricksen-4b134335BX3 Public Safety, LLC: https://www.linkedin.com/company/bx3-public-safety-llc/Comms Coach podcast: https://www.linkedin.com/company/comms-coach-podcastLily's LinkedIn: linkedin.com/in/lily-petersen-91146869
Matthew Huddle, an emergency dispatcher with over 15 years of experience in Fire and EMS dispatch and over 20 years of firefighting experience with the Berwyn Heights Volunteer Fire Department, discusses the role of the Emergency Fire Dispatcher (EFD) in violent incidents. He covers the varying definitions of “violence,” the role of premise history, and the EFD’s need to cultivate active listening skills.
For Your Information: Life Safety Initiative 12: https://www.everyonegoeshome.com/16-initiatives/12-violent-incident-response/
Initiative 12 resources: https://www.everyonegoeshome.com/resource-area/nfff-developed-resources-initiative-12-violent-incidents/
Tracy Eldridge discusses the history and mission of her company, “On Scene First,” and promotes using DISC model for more effective communication inside and outside the center.
For Your Information: On Scene First: https://www.onscenefirst.com/
Jason and Kathy Lott, founders of the Thin Gold Line Foundation, talk about Jason’s experience as an emergency dispatcher with PTSD and the resources their organization provides for other dispatchers.
For Your Information: The Thin Gold Line Foundation website: https://www.thethingoldlinefoundation.com/
WarFighter Advance website: https://www.warfighteradvance.org/
Supplementary reading: The Healthy Dispatcher by Adam Timm and The Resilient 911 Professional by Jim Marshall
The Raspy Dispatcher herself, Ashley Valenzuela, discusses the resources her company offers, as well as some tips preparing for life both before and after dispatch.
For Your Information: The Raspy Dispatcher website: https://www.theraspydispatcher.com/
Dispatch in Depth listeners get 15% off The Raspy Dispatchers merch store: the discount code is "IAEDPOD" (Good through January 31st, 2024)
Secure the Bag with Amanda Kotroski: https://www.buzzsprout.com/2041682/12370157-secure-the-bag-amanda-kostroksi
The Three Week Dispatcher with Hannah Flores: https://www.buzzsprout.com/2041682/11354604-the-three-week-dispatcher-hannah-flores
Life After the Headset with Casey Rives: https://www.buzzsprout.com/2041682/11744832-life-after-the-headset-casey-rives
Erika Lakey, ENP and CMCP, and Yasmen Barnett, ENP and CMCP, talk about emergency response career paths inside and outside of the comm. center, including how to branch out of or enhance your current role.
For Your Information:
Find resources at https://those911girls.com/
Erika’s research poster about drowning deaths: https://www.aedrjournal.org/a-drowning-epidemic-during-a-global-pandemic
Journal article about Erika’s research poster: https://www.iaedjournal.org/an-ounce-of-prevention-to-subvert-drowning-deaths
Journal article about preparing for conferences: https://www.iaedjournal.org/heading-off-to-conference
Jim Marshall, CEO and co-founder of the 911 Training Institute, and Jason (Jay) Scott, partner engagement director at 911 Training Institute, discuss the underlying principles of Emergency Mental Health Dispatching (EMHD). They cover the development of MPDS Protocol 41: Caller in Crisis (to be released in Fall 2023 to accompany MPDS v14) and provide examples and resources for those interested in learning more. This is the first of a two-part series on handling callers in crisis. Stay tuned for part two! For Your Information: Statistics about Suicide in the United States: https://www.cdc.gov/suicide/suicide-data-statistics.html Check out the 911 Training Institute’s website: https://www.911training.net/ Take the College of Emergency Dispatch course on the Protocol 41: Caller in Crisis in Fall 2023: https://academy.emergencydispatch.org/
The hosts of the H.A.L.T. and Call for Backup podcast series, Jim McLintock and Mike Koch, and Cassie Sexton, series regular, get into the nitty gritty of addiction, trauma, and the day of small beginnings in emergency response. For Your Information: Cassie’s episode of H.A.L.T.: https://www.spreaker.com/user/mhnrnetwork/calling-out-the-dispatchers-h-a-l-t-and- Positive Connections Radio: https://www.spreaker.com/show/positive-connections-radio First Responder Wellness: https://www.firstresponder-wellness.com/ 911 Video/Media and Trauma poster: https://www.aedrjournal.org/next-generation-9-1-1-media-your-telecommunicators-mental-health Suicide Hotline number: 988 or 800-273-TALK (8255)
Dr. Renee Thornton, the founder of Pathfinder Resilience, discusses public safety wellness and enhancing workforce performance. She gives a practical definition of “resilience,” outlines the eight dimensions of wellbeing, and talks about actions you can take to make your center’s culture more positive.IAED/NASNA staffing survey results: https://www.emergencydispatch.org/in-the-news/press-releases/64632133-7f9f-4d77-8013-d59c445fdb88 2023 Qualtrics employee survey results: https://www.qualtrics.com/ebooks-guides/2023-ex-trends-report/ Pathfinder Resilience site: https://www.pathfinderresilience.com/
Dr. Conrad Fivaz, President of Priority Solutions Inc and chair of the ECNS council of standards, Ellen Edwards, Senior Professional Practice Educator for Clinical Support Desk at Welsh Ambulance Service, and Dr. Mike Brady, Consultant Clinician NHS 111, discuss the implementation of video technology at the Welsh Ambulance Service NHS Trust (WAST). They go over best practices, the types of calls best handled with video technology, and clinician feedback. For Your Information: Keep up with WAST here: https://www.ambulance.wales.nhs.uk/ https://www.facebook.com/welshambulanceservice https://twitter.com/WelshAmbulance https://www.instagram.com/welshambulanceservice/ Read Dr. Brady’s paper about implementing ECNS at WAST: https://www.aedrjournal.org/proposed-use-of-the-emergency-communication-nurse-system-in-welsh-ambulance-service-999-secondary-triage-with-paramedic-and-nurse-users
Dr. Violet Rymshaw, CEO of Innovative Writing and former emergency dispatcher for police, fire, and EMS, discusses her research on the distinct needs of emergency dispatcher wellness. She talks about stressful calls and center culture as well as small steps to take toward improving the profession overall. For Your Information: Find Violet on any of these platforms: https://www.tiktok.com/@violetinla https://www.facebook.com/911GrantWriting https://www.instagram.com/911_grant_writing/ https://twitter.com/911_grant https://911grantwriting.com/ https://www.linkedin.com/in/violet-rymshaw-psyd-130218174/
Dr. Violet Rymshaw, CEO of Innovative Writing and former emergency dispatcher for police, fire, and EMS, discusses her research on the distinct needs of emergency dispatcher wellness. She talks about stressful calls and center culture as well as small steps to take toward improving the profession overall.
For Your Information:
Find Violet on any of these platforms:
https://www.tiktok.com/@violetinla
https://www.facebook.com/911GrantWriting
https://www.instagram.com/911_grant_writing/
https://twitter.com/911_grant
https://911grantwriting.com/
https://www.linkedin.com/in/violet-rymshaw-psyd-130218174/
Edel Burton, clinical hospital pharmacist and PhD scholar in the School of Public Health at University College Cork, discusses her research about pre-hospital care terminology and measurements. Your agency’s definition of “on scene” may be different from other agencies’ definitions, and Burton’s research will make it easier for agencies to compare their data. For Your Information: Edel’s PhD program: https://www.universityofgalway.ie/cdp-cdp/ The systematic review on the effects of COVID-19 on prehospital stroke response (full paper to be published in coming months): https://hrbopenresearch.org/articles/5-24 The abstract from WADEM on this research will be published here after May 2023: https://www.cambridge.org/core/journals/prehospital-and-disaster-medicine
Edel Burton, clinical hospital pharmacist and PhD scholar in the School of Public Health at University College Cork, discusses her research about pre-hospital care terminology and measurements. Your agency’s definition of “on scene” may be different from other agencies’ definitions, and Burton’s research will make it easier for agencies to compare their data.
For Your Information:
Edel’s PhD program: https://www.universityofgalway.ie/cdp-cdp/
The systematic review on the effects of COVID-19 on prehospital stroke response (full paper to be published in coming months): https://hrbopenresearch.org/articles/5-24
The abstract from WADEM on this research will be published here after May 2023:
https://www.cambridge.org/core/journals/prehospital-and-disaster-medicine
Alexia Jobson, REMSA Health’s Director of Public Relations, is here to help you prepare for National Public Safety Telecommunicators Week (April 9–15). Her ideas go beyond food-based appreciation and will open your eyes to other methods to try with your emergency dispatchers, as well as provide ideas to help you fund them. For Your Information:Read Alexia’s article in the Journal of Emergency Dispatch here: https://www.iaedjournal.org/a-quick-start-guide-to-celebrating-our-first-first-responders REMSA Health’s website: https://www.remsahealth.com/ Check REMSA Health out on social media: https://www.facebook.com/remsanv/; https://www.linkedin.com/company/remsa/; https://twitter.com/REMSAHealth; https://www.instagram.com/remsahealth/
Alexia Jobson, REMSA Health’s Director of Public Relations, is here to help you prepare for National Public Safety Telecommunicators Week (April 9–15). Her ideas go beyond food-based appreciation and will open your eyes to other methods to try with your emergency dispatchers, as well as provide ideas to help you fund them.
For Your Information:
Read Alexia’s article in the Journal of Emergency Dispatch here: https://www.iaedjournal.org/a-quick-start-guide-to-celebrating-our-first-first-responders
REMSA Health’s website: https://www.remsahealth.com/
Check REMSA Health out on social media: https://www.facebook.com/remsanv/; https://www.linkedin.com/company/remsa/; https://twitter.com/REMSAHealth; https://www.instagram.com/remsahealth/
Angela Huddle, a member of the IAED’s Police Council of Standards with over 27 years in the 911 industry, discusses some common mistakes she’s seen emergency dispatchers make when handling police calls.
For Your Information:
Got a Proposal For Change (PFC) idea? Let us know: https://www.emergencydispatch.org/what-we-do/proposal-for-change
Super-nerd Kevin Pagenkop talks about the very necessary, very fun Halloween protocols that he created—Protocol 28: Zombies, Protocol 47: Monsters, and Protocol 666: Vampires.
For Your Information:
Triage a call from your favorite Halloween movie! Download the Protocols here and send us a recording of your call at dispatchindepth (at) emergencydispatch (dot) org.
Bonnie Guzman, 911 dispatcher for Hancock County 911 in Hancock, Indiana, and Richard VanOsdol, Sergeant with Hancock County Police Department, recount their successful baby delivery from both sides of the call.
For Your Information:
Read more about the call: https://www.greenfieldreporter.com/2022/08/05/special-delivery-911-dispatcher-commended-for-her-role-in-coaching-local-deputy-through-delivering-a-baby/
Visit Hancock County 911’s site: https://sheriffweb.hancockcoingov.org/
Ricardo Martinez II, host and creator of the Within The Trenches podcast, discusses how Within the Trenches got started, how it’s grown since then, and what it means to emergency dispatchers to have a platform where they can share their stories and connect with their colleagues across continents.
For Your Information:
Listen to Within the Trenches here (or wherever you get your podcasts): https://www.withinthetrenches.net/podcast
Alexia Jobson and Adam Heinz from the Regional Emergency Medical Services Authority (REMSA Health) in Reno, Nevada, discuss some PR basics for your dispatch agency, including social media tips and ways to improve your relationship with the media.
For Your Information:
Find out more about REMSA Health here: https://www.remsahealth.com/
Amanda Lindgren and Ben Bills with the El Paso-Teller 9-1-1 Authority discuss their agency’s outreach program, including opt-in phone alerts for residents, a 28-foot mobile classroom, and a podcast of their own.
For Your Information:
El Paso-Teller 9-1-1 Authority’s official website: http://elpasoteller911.org/
Listen to El Paso-Teller's podcast 9-1-1 Weight in Gold: https://elpasoteller911.org/321/Podcast
National Public Safety Educator Forum’s website: https://www.911npef.org/
Watch some of NPEF’s PSAs: https://www.youtube.com/user/911NPEF
Jennifer Chap, co-founder of BuddyCPR and StrataVerve, discusses sudden cardiac arrest (SCA) from a caller’s perspective. She talks about the experience she had when her husband went into SCA and shares the findings of her research and work to improve public awareness and understanding of this topic.
For Your Information:
Sudden Cardiac Arrest (SCA) is a life-threatening emergency that occurs when the heart suddenly stops beating. It strikes people of all ages who may seem to be healthy, even children and teens.
Link to Chap story that went viral: https://www.clickorlando.com/news/2015/12/09/cat-saves-owners-life/
Link to SCAF and 2015 Baseline Study with video clips: https://www.sca-aware.org/2015-study
Link to SCAF and 2017 Messaging Study with video clips: https://www.sca-aware.org/2017-study
Link to CARES: https://mycares.net/
Link to Call-Push-Shock and tested definition of SCA: https://callpushshock.org/
Link to PSA Survivor Video: https://www.youtube.com/watch?v=niDap1xpf2o&feature=youtu.be
Link to OFD: https://www.orlando.gov/Our-Government/Departments-Offices/Orlando-Fire-Department
Link to BuddyCPR: https://www.facebook.com/BuddyCPR/
Dr. Dan Cox, Board President of the Utah Chapter of the American Heart Association (AHA), discusses the AHA's objectives, how community outreach can still function during the COVID-19 pandemic, and whether compressions-only CPR is effective.
For Your Information:
Check out the AHA’s website: https://www.heart.org/
Brett Patterson, Chair of the Medical Council of Standards for the IAED, discusses Proposals for Change (PFCs), a key part of the process of protocol evolution that keeps it as up-to-date as possible. He explains how PFCs came about, what makes a compelling proposal, and some common mistakes made when submitting one.
For Your Information:
Read Brett’s FAQ articles: https://iaedjournal.org/category/best-practices/faq/
Submit a PFC: https://www.emergencydispatch.org/what-we-do/proposal-for-change
Ask Brett a question directly: brett (at) emergencydispatch (dot) org
Adrianne Miller, QA/QI and ETC instructor for Ford County 911 Communications, discusses dealing with suicide calls in rural areas, whether from the callers themselves or from people reporting the aftermath. She talks about her own personal experiences with these calls and the resources emergency dispatchers can use to recover from them.
For Your Information:
National Suicide Prevention Lifeline: 800-273-8255
Samantha Hawkins, communications officer with Cobb County 911 in Marietta, Georgia, discusses the role of customer service in emergency dispatch, bias in the dispatch center, and what it’s like to be a woman of color working in 911.
For Your Information:
Read Samantha’s essays:
https://www.humanize911.com/post/being-the-coworker-you-d-want-to-work-with
https://www.911derwomen.com/blog/bigger-than-the-bias-being-a-person-of-color-in-911
Learn more about the care gap: https://aedrjournal.org/filling-the-care-gap-with-kate-jennings/
Learn more about 911der Women: https://aedrjournal.org/911der-women-with-sara-weston/
Janell Farr, president, and Jenean Hansen, head of programs and operations, discuss their nonprofit the All Clear Foundation, whose aim is to improve the health and wellbeing of first responders through resources like a peer-to-peer app, a mobile wellness tool, and a robust resource database.
For Your Information: ResponderRel8 (https://responderrel8.com/)—peer-to-peer chat app which, in the absence of widespread peer support programs for all, enables first responders across the country to connect, commiserate and celebrate—anonymously if preferred—without stigma or fear getting in the way. As of October 2020, the app is currently subscription-free to past/present first responders.
You | ResponderStrong (https://you.responderstrong.org/)—free and confidential wellness tool for Responders to recover, recharge and stay strong between shifts. Increase your personal wellbeing through confidential quizzes and content to tap into your own power and potential to succeed, thrive and matter—enhancing your health, wellbeing, and everything in between.
First Responder Resource Database (https://allclearfoundation.org/resources/) with more than 700 resources to assist first responders and their families.
COVID-19 Resources for Responders (https://allclearfoundation.org/covid-19-resource-links/) for the unique challenges being faced as a result of the pandemic.
Hundreds of Resources for Families (https://allclearfoundation.org/family-resource-links/) adjusting to new school procedures due to the pandemic.
Kate Jennings, executive director of Wellington Free Ambulance Clinical Communication Center in New Zealand, discusses her center’s programs to text PDIs and PAIs to patients and do welfare checks.
For Your Information: Check out the Wellington Free site: https://www.wfa.org.nz/
Kerri Hatt, editor-in-chief of EMS1 magazine, and Anthony Minge, senior partner with Fitch & Associates, discuss the 2020 EMS Trend Report, which continues a five-year effort to identify how EMS providers, managers, and leaders perceive the challenges impacting the sustainability and future of the industry.
For Your Information:
Read the 2020 EMS Trend Report: https://www.ems1.com/ems-trend-report/articles/2020-ems-trend-report-heed-industry-warning-signs-commit-to-change-rwCWJuICXiSTQ54L/
EMS1: https://www.ems1.com/
Fitch & Associates: https://www.fitchassoc.com/
The 911 Training Institute: https://www.911training.net/
Reverend France A. Davis, civil rights activist and advisory member of the IAED's new Diversity and Inclusion Board, discusses his background as an activist, the steps we need to take to achieve equality in America, and how emergency dispatch specifically can help effect change.
Dr. Chris Olola, Director of Research for the IAED, Greg Scott, Associate Director of Protocol Evolution, and Matt Hirschi, Data Analyst, discuss the IAED’s data center: what it is, how it came to be, and how it can benefit your agency.
For Your Information:
Check out the data center dashboards: https://www.emergencydispatch.org/data-center-dashboards
Have a question for the research team? Email them at ARCresearchteam @ emergencydispatch (dot) org.
Chandy Ghosh and Monica Million, co-founders of NENA’s WIN initiative, discuss the need for spaces dedicated to women in 911 as well as WIN’s objectives.
Learn more about WIN:
https://www.nena.org/page/win
Kari Dickerson, firefighter, paramedic, and Director of Diversity and Membership for the National EMS Museum, discusses Freedom House Ambulance Service, one of the first ever EMS programs, and its influence on modern emergency medicine.
Want to learn more about Freedom House? These links are a good place to start:
https://www.facebook.com/istandwithfreedomhouse/
http://traumedypodcast.com/episode-5-freedom-house-director-gene-starzenski/
https://www.emsworld.com/article/1222574/forgotten-legacy-freedom-house
Sara Weston, senior project consultant for 911 Authority, discusses 911der Women, a group she created for women in careers touching 911 to connect with and support one another.
For Your Information:
https://www.911derwomen.com/
https://www.911training.net/post/911derwomen
https://www.instagram.com/911derwomen/
Sarah Smith, Public Information Officer for Pennington County Emergency Services Communication Center, discusses her center’s 911 Citizens’ Academy—what it is, who it’s for, and how to institute one in your own center.
For Your Information:
https://www.pennco.org/citizens911
https://rapidcityjournal.com/news/local/dispatchers-offer-a-look-inside-the-nerve-center-of-emergency/article_c62b4418-7813-5739-9236-b7dfd86e7f98.html