EXCELLENCE IS KEY - 10 | - The Journal of Emergency Dispatch
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INTERNATIONAL ACADEMIES OF EMERGENCY DISPATCH MAY | JUNE 2017
10 | FIRST ACE STILL
GOING STRONG 32 | PROPER SUICIDE
INTERVENTION 44 | SAVING A LIFE
AFTER HOURS
PAGE | 17
EXCELLENCE
IS KEY
iaedjournal.org
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prioritydispatch.net | 800.363.9127
••• COLUMNS MAY • JUNE 2017 | VOL. 21 NO. 3
4 | contributors
5 | the skinny
6 | dear reader
7 | from the emd side
8 | ask doc
9 | research
••• SECTIONS
BEST PRACTICES
10 | ace achievers
13 | center piece
15 | faq
ON TRACK
32 | police cde
36 | medical cde
40 | blast from the past
YOUR SPACE
43 | dispatch in action ••• FEATURES
CASE EXIT 17 | fast facts—NAVIGATOR
46 | after the accident 18 | NAVIGATOR 2017
Another amazing NAVIGATOR event inspired
and educated. See what happened at this year’s
conference in New Orleans.
26 | APPS FOR DISPATCH
A handful of smartphone apps are now available
to help comm. centers provide enhanced service
to their callers.
COVER PHOTO BY JOSHUA BRASTED Follow IAED on social media.
The following U.S. patents may apply to portions of the MPDS or software depicted in this periodical: 5,857,966; 5,989,187; 6,004,266; 6,010,451; 6,053,864; 6,076,065; 6,078,894; 6,106,459; 6,607,481; 7,106,835; 7,428,301; 7,645,234. The PPDS is protected
by U.S. patent 7,436,937. FPDS patents are pending. Other U.S. and foreign patents pending. Protocol-related terminology in this text is additionally copyrighted within each of the NAED’s discipline-specific protocols. Original MPDS, FPDS, and PPDS copyrights
established in September 1979, August 2000, and August 2001, respectively. Subsequent editions and supporting material copyrighted as issued. Portions of this periodical come from material previously copyrighted beginning in 1979 through the present.
may / june 2017 | THE JOURNAL 3
••• CONTRIBUTORS
Art is a software instructor Sherri is the training and
and IAED™-certified ED-Q™ operations manager for Waukesha
instructor for Priority Dispatch County Communications,
Corp.™ He has been a fire and Wisconsin, USA, a combined
EMS dispatcher for 18 years and dispatch center in southeastern
works at Union County Regional Wisconsin, just west of Milwaukee,
Communications in Westfield, a land where the beer runs freely
New Jersey, USA. Art has been and locals proudly stack cheese
involved in 911 telecommunicator on just about everything and call
training and medical quality it great. You can contact Sherri
assurance since 1999. at 262-446-5085 or by email at
sstigler@waukeshacounty.gov.
ART BRAUNSCHWEIGER SHERRI STIGLER
7 | FROM THE EMD SIDE 20 | NAVIGATOR
Bonnie has been a dispatcher Ryan is the Communications
with Waukesha County Specialist for the 911 Wellness
Communications, Waukesha, Foundation, a nonprofit working
Wisconsin, USA, since 2010. to optimize the overall health
She is an APCO-certified and well-being of emergency
Communications Training dispatchers. Ryan is a former
Officer, a member of the center’s Police Communications Operator
quality assurance team, and and currently serves as an Adjunct
an IAED™ ETC instructor. She Instructor at the Golden West
enjoys working with and sharing College Criminal Justice Training
her knowledge and expertise Center in Southern California.
with people interested in the
emergency services career.
BONNIE DOUGLAS RYAN DEDMON
13 | CENTER PIECE 20 | NAVIGATOR
WE WANT TO KNOW WHAT YOU THINK.
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4 THE JOURNAL | iaedjournal.org
THE SKINNY •••
INTERNATIONAL INTERNATIONAL OFFICES
ACADEMIES OF AUSTRALASIAN OFFICE
EMERGENCY DISPATCH 011-61-3-9806-1772
110 South Regent Street, 8th Floor CANADIAN OFFICE
Salt Lake City, UT 84111 USA 1-514-910-1301
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Intl/Local: 801-359-6916 EUROPEAN OFFICE
Fax: 801-359-0996 011-43-5337-66248
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MALAYSIAN OFFICE
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U.K. OFFICE
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IAED JOURNAL STAFF
THE WHOLE ENCHILADA
CREATIVE DIRECTOR DIRECTOR OF ACADEMICS Lots of substance served up in this issue
Kris Christensen Berg Isabel Gardett
MANAGING EDITOR PRINT AND LICENSING ADMINISTRATOR
Audrey Fraizer Jess Cook
TECHNICAL EDITOR WEB DESIGNER
Heather Darata
Brett A. Patterson Dave Tyler
I
SENIOR EDITOR INTERNATIONAL TRANSLATORS
Josh McFadden Hien Cam
Giuditta Easthope t’s hard to believe it’s already summer. We have a lot in store
COPY EDITOR Veronika Fagerer
Heather Darata Abbas Hamed
Lu Huan
for you this time around. In addition to our NAVIGATOR
ASSISTANT EDITORS
Audrey Gonzalez
Rebecca Tuft
Michel Looyé
Marco Mora coverage, we have a feature that touches on four specific
Sara Scott
SENIOR DESIGNER
Serina Nielson
Zhang Shengdong
Carolyn Turcotte
smartphone apps. Bystander CPR offers step-by-step CPR
instructions and alerts users to the closest AED. GoodSAM alerts
ACADEMY STAFF the closest volunteer responders registered with the app when
PRESIDENT DIRECTOR OF INTERNATIONAL RELATIONS
Jerry Overton Amelia Clawson there is a cardiac arrest. The volunteer responder accepting the
ASSOCIATE DIRECTOR | U.K. ASSOCIATE DIRECTOR, MEMBER SERVICES
Beverley Logan Arabella VanBeuge alert gets a map with the patient’s location and the location of
ASSOCIATE DIRECTOR | AUSTRALASIA ASSOCIATE DIRECTOR,
Peter Hamilton INSTRUCTOR SERVICES the closest AED and has access to the app’s tools, including a
Bonni Stockman
ACADEMICS & STANDARDS ASSOCIATE
Brett A. Patterson ASSOCIATE DIRECTOR OF MEDICAL metronome and on-scene video streaming. Check out our feature
CONTROL AND QUALITY PROCESSES
ASSOCIATE DIRECTOR OF ACCREDITATION
Kim Rigden
Brian A. Dale to learn about the PulsePoint and FirstNet apps.
People might think summer sunshine puts suicidal thoughts
BOARDS & COUNCILS at bay, but it’s just not true. Suicide is the eighth-leading cause
ACCREDITATION BOARD CHAIR COUNCIL OF STANDARDS CHAIRS
Jerry Overton Brett A. Patterson (Medical/EMD)
Gary Galasso (Fire/EFD) of death in the U.S., with 30,000 people dying each year. To
ALLIANCE BOARD CHAIR Tamra Wiggins (Police/EPD)
Keith Griffiths Michael Spath (ED-Q)
Conrad Fivaz, MD (ECNS)
learn about Crisis Intervention Training in addition to how the
CERTIFICATION BOARD CHAIR
Pamela Stewart CURRICULUM COUNCIL CHAIRS medical and police protocols are each used to handle suicide, read
RESEARCH COUNCIL CHAIR Victoria Maguire (Medical/EMD Board)
Marc Gay Mike Thompson (Fire/EFD Board)
Jaci Fox (Police/EPD Board)
the CDE articles in our OnTrack section and take the quizzes to
Susi Marsan (ETC Board)
Deanna Mateo-Mih (ED-Q Board)
Gigi Marshall (ECNS Board)
receive credit.
If you’re in the mood for a cross-country trip, check
COLLEGE OF FELLOWS out our Best Practices section to learn about Waukesha
CHAIR UNITED STATES
Marie Leroux Bill Auchterlonie (Kansas)
Robert Bass, MD (Maryland)
County Communications (WCC), Wisconsin, USA, and the
AUSTRALASIA | SOUTH AMERICA
Frank Archer, MD (Australia)
Catherine L. Bishop (Michigan)
Christopher W. Bradford (Florida) Albuquerque Fire Department (AFD) in New Mexico, USA.
Andrew K. Bacon, MD (Australia) (Emeritus) Geoff Cady (California)
Peter Lockie (New Zealand)
Peter Pilon (Australia)
Steven M. Carlo (New York)
Jeff Clawson, MD (Utah)
WCC provides emergency communication services for 21 fire/
CANADA
Drew Burgwin (Br. Columbia)
Phil Coco (Connecticut)
Chip Darius, MA (Connecticut) EMS agencies and 19 law enforcement agencies in the county.
Kate Dernocoeur (Michigan)
Claude Desrosiers (Québec)
Douglas Eyolfson, MD (Manitoba)
Norm Dinerman, MD (Maine)
Patricia J. Dukes, MICT (Hawaii)
AFD made history by becoming the first-ever IAED™ Accredited
Martin Friedberg, MD (Ontario)
Marc Gay (Québec) (Emeritus)
Marie Leroux, RN (Québec) (Emeritus)
James V. Dunford, MD (California)
Conrad Fivaz, MD (Utah) Center of Excellence (ACE).
Gary Galasso (Utah)
Paul Morck (Alberta)
Wayne Smith, MD (Québec)
Keith Griffiths (California)
Jeffrey R. Grunow, MSN (Utah)
Your favorites are in here too—Ask Doc and FAQ.
Darren Judd (Utah)
EUROPE
André Baumann (Germany)
Alexander Kuehl, MD, MPH (New York)
(Emeritus)
Make sure you don’t miss out on an amazing survival story
Jan de Nooij, MD (Netherlands)
Gianluca Ghiselli, MD (Italy)
Jean-marc Labourey, MD (France)
James Lake (South Carolina)
James Lanier (Florida) in our Your Space section. Miraculously, Jonathan Arteaga
Stephen L’Heureux (New Hampshire)
Harm van de Pas, MD (Netherlands)
Bernhard Segall, MD (Austria)
Victoria A. Maguire (Michigan) (Emeritus)
Sheila Malone (Indiana)
lived to tell the tale after a 37,000-pound mobile home fell
Gernot Vergeiner (Austria) (Emeritus)
Christine Wägli (Switzerland)
Susi Marsan (Georgia) (Emeritus)
Robert L. Martin (California) on him. Montgomery County Hospital District (Texas, USA)
Dave Massengale (California)
UNITED KINGDOM | IRELAND
Trevor Baldwin (England) Jerry L. Overton (Utah)
Eric Parry, ENP (Utah)
communication center EMD Danielle Williams answered the
Tracey Barron (England)
Michael Delaney (Ireland)
Louise Ganley (England)
Rick W. Patrick (Pennsylvania)
Brett A. Patterson (Florida) call. The two later had the chance to meet. Also inspiring is the
Paul E. Pepe, MD, MPH (Texas)
James Gummett (England) (Emeritus)
Chris Hartley-Sharpe (England) Ross Rutschman (Oregon) (Emeritus)
Joe Ryan, MD (Nevada)
story of Anthony Bruno from Las Vegas Fire & Rescue, Nevada,
Andy Heward (England)
Stuart Ide (England)
Peter Keating (Ireland)
Doug Smith-Lee (Washington)
Tom Somers (California) USA. On his way home after his shift had ended at 2 a.m., he
Ray Lunt (England) Paul Stiegler, MD (Wisconsin)
Andy Newton (England) (Emeritus) Michael Thompson (Utah)
Carl C. Van Cott (North Carolina)
came across an emergency scene. After stopping at the scene, he
Janette K. Turner (England)
Arthur H. Yancey, II, MD, MPH (Georgia)
Tina Young (Colorado) heard a noise. His investigation led to a person in need of help,
about 100 yards away from the initial accident. Bruno has been
The Journal of Emergency Dispatch is the official bimonthly publication of the International Academies of Emergency
Dispatch® (IAED™), a nonprofit, standard-setting organization promoting safe and effective emergency dispatch services
worldwide. Comprised of three allied academies for medical, fire, and police dispatching, the IAED supports first-responder-
related research, unified protocol application, legislation for emergency call-center regulation, and strengthening the
emergency dispatch community through education, certification, and accreditation. recognized with several awards for his role in helping save the
General IAED membership, which includes a Journal subscription, is available for $19 annually, $35 for two years, or
$49 for three years. Non-member subscriptions are available for $25 annually. By meeting certain requirements, certified
membership is provided for qualified individual applicants. Accredited Center of Excellence status is also available to
man’s life. J
dispatch agencies that comply with Academy standards. ©2017 IAED. All rights reserved.
may / june 2017 | THE JOURNAL 5
••• dear reader
DOUBLE THE FUN
NAVIGATOR, NTW highlight eventful week
Josh McFadden
H
ere at the Academy, we spend had provided during the week. It was emergency or to send a battalion emergency.
months preparing to put on obvious that you take NTW seriously and That is a huge responsibility. Not everyone
a memorable, educational, that you’re all part of a large group of like- can handle that responsibility. This is a
enjoyable NAVIGATOR conference minded, hard-working professionals. special skill not everyone is built to do, but
each year. We expend a great deal of My favorite part of promoting NTW if you are you must find it in yourself to
time, energy, and resources to ensure it’s a on social media was when I posed this pick up the line and answer that call.”
worthwhile week for you. open-ended question: “How do you — Patty Fernandez-Andres
In years past, National Public Safety encourage someone to overcome the stress “Don't give up. The task of learning
Telecommunicators Week (NTW) of the job and find success?” I asked our this job seems insurmountable, but it
preceded NAVIGATOR. NTW gives followers to tell everyone what advice isn't. Take full advantage of the time you
special acknowledgement and appreciation they would give a struggling dispatcher/ have with your trainer and learn as much
to dispatchers and calltakers everywhere calltaker. The response was fantastic, and as you can from them; take the best of
for their dedicated efforts as the first, first everyone who participated gave excellent each dispatcher you train with and put
responders. It has been the perfect way to get advice. Here are some of the most those pieces together to be the best you
ready for our annual conference. This year, insightful words of wisdom: can be. Most importantly, remember that
however, NAVIGATOR we are all here for you!”
was held a couple of weeks — Dawn Michele
earlier than usual, placing “You will have good
it at the same time as days and bad days—days
NTW. This created some that you feel on top of the
challenges on our end, as world because you know
we tried to give appropriate you saved a life, and days
recognition to each. It was when you just wish you
also a unique experience to could go through the phone
celebrate both important and do something to make a
occasions simultaneously. difference. We all have the
While a portion of days when the only thing
our staff headed to New that helps is just being there,
Orleans, Louisiana, USA, for and sometimes it is just to
NAVIGATOR, April 12–14, listen and offer words of
others remained behind to encouragement. But never
take care of other duties. I had doubt for one second you
the pleasure of promoting are not doing enough or you
NTW on social media, and are not making a difference,
it was enjoyable to see how because you are.”
centers in the U.S. recognized This was one of the many thoughtful responses we got for our NTW Facebook campaign. — Lisa Howard
the week. That was just a small
Followers of our Facebook page sent “Each call that we take changes a life. sample of the wonderful responses
us photos of themselves and their co- When a caller dials 911 it begins a chain of we received during NTW. It is a
workers dressing up as superheroes or in events that in large part is controlled by pleasure to be involved in a small way
crazy outfits. Others provided pictures you. That call creates a ripple effect. The in this profession and to hear so many
of comm. center employees eating meals size of that effect is determined by you. inspiring stories and examples of
together that local restaurants or stores You determine when to send a unit non- devotion and heroism. J
6 THE JOURNAL | iaedjournal.org
from the emd side •••
MEET BROCK
One victim’s legacy to the Medical Protocol
Art Braunschweiger
T
his column is dedicated to the that. I always give callers the instruction ProQA: one to access the Go To Specific
young man in the photo. His name to get an AED if there’s one available.” PAIs button (“Target Tool”), one to
is Brock Ruether. In May of 2012 Unfortunately, there usually isn’t; at highlight Protocol Z (AED Support), and
he was a talented, athletic 16-year-old least, that’s what most of our callers a double-click on Panel Z4 – Place AED.
living in Alberta, Canada, when he went say. Granted, not many people have And please, don’t just read this. Run a test
to volleyball practice at his high school defibrillators in their homes. But think call and try it.
one evening. During play, Brock collapsed about the places where
from sudden cardiac arrest (SCA). CPR there are defibrillators.
was started within a few minutes, but Large stores, office
it didn’t save him. Sadly, the AED that complexes, movie
could have saved his life was brought to theaters, and other high-
his side and never used. occupancy buildings are
Brock’s mom, Kim, now spends almost certain to have
her time educating the public on SCA an AED mounted on the
and the need for better AED access wall somewhere. Next
and awareness in schools. (75 percent time you receive a call
of SCA deaths in children occur on for a cardiac arrest from
school grounds.) The statistics on SCA one of those places, and
are sobering: nine out of 10 victims die, the caller says there’s
including 7,000 to 10,000 children every no AED available,
year in North America. Yet the chances remember Brock. Step
of survival are nearly 100 percent if the out of the Protocol
shock from an AED is administered for a moment and say
within one minute of collapse. That “Sir, there should be a
shock is arguably even more important defibrillator somewhere
than CPR because SCA usually results in the building. Send
from ventricular fibrillation, an erratic someone to go look for
and ineffective beating of the heart that it.” That’s not freelancing;
can only be corrected with an electrical it’s lifesaving. The
shock from an AED—a defibrillator. caller may be in such Brock Ruether
Brock’s death was the catalyst for tunnel vision because
several changes in the Medical Priority of the patient’s collapse that they’re not Lastly, when you receive a call for
Dispatch System™ Protocol. The AED thinking beyond the immediate area a patient in their early 20s or younger
instructions have since been revised, and they’re calling from. Your prompt could who collapses with no outward cause,
an AED dashboard has been added to literally mean the difference between a sudden cardiac arrest should be the first
ProQA® medical. And in Version 13.0 positive outcome and a pronouncement thing you consider. Remember, too, that
of the Protocol, to increase calltaker of death. breathing descriptions of “gasping,” “a little,”
awareness of the vital need for the caller But what happens if you tell ProQA “barely,” and similar terms describe agonal
to get and use an AED, Brock’s Law was there isn’t a defibrillator available, and respirations—not effective breathing. And
added. It simply and directly states that as you’re doing compressions the caller remember Brock. Defibrillation is critical to
“The presence of an AED does not ensure volunteers that someone showed up with survival. Get that AED to the patient’s side
its use—the EMD does.” one? Would you know how to get to the and make sure it’s used without delay. J
You might be thinking, “I know AED pathway? It only takes four clicks in
may / june 2017 | THE JOURNAL 7
••• ask doc
‘CAN’T BREATHE’ OR
‘CAN’T BREATHE AT ALL’
Substance or Semantics?
Dr. Jeff Clawson, Brett Patterson
P
erhaps the most influential agents Additionally, there is field data to suggest Likewise, a same or similar
of change for the MPDS® are the that most of these patients are not as sick INEFFECTIVE BREATHING term may
actual users. From Proposals for as the “Can’t breathe at all” group. In fact, be used when it is obvious the patient is
Change (PFC) to rapid input regarding many of them are reported to be 1st party not in severe distress, most commonly
the newest beta version, users provide the callers speaking in full sentences, while when 1st party callers are involved. This
real-life feedback so necessary for quality stating, “I can’t breathe.” is most likely when the 1st party patient
protocol evolution. In response to this excellent feedback, states “I can’t breathe” but is otherwise
Case in point: MPDS v13.0 the Academy’s Rules Group, a working speaking in complete sentences without
contained changes to the ECHO-related, sub-group of the Council of Standards, obvious distress. Again, the goal here is
INEFFECTIVE BREATHING section of is in the process of addressing this issue appropriate triage in the best interest of
Case Entry. These changes were inspired by removing the parentheses from this the patient, not simple word matching by
by PFCs that detailed actual cases where phrase and addressing the issue here, the EMD.
EMDs did not select an ECHO code in print. The Academy owes a great deal
because the caller’s description did not The intent of the INEFFECTIVE of gratitude to the EMDs and their
EXACTLY match the quoted phrases in BREATHING section, and its link to the agencies who take the time and effort to
this section of the Protocol. In other words, ECHO code, is to capture the most acutely provide the feedback so important to the
the patient was actually in dire straits but, ill patients that can benefit from the evolution of the MPDS. In this case, the
because the description did not match the immediate response of the closest available feedback is being used to “fast-track” this
Protocol phrase exactly, the EMD did not trained responder who, in many cases, is change into ProQA® and make it available
code the call as ECHO. not part of the standard EMS response to users as soon as possible, perhaps
In reality, these phrases were taken team (e.g., HAZMAT units, ladder trucks, even by the time of this printing. In the
from actual calls, which is why they are police, etc.). Patients with INEFFECTIVE meantime, EMDs and ED-Qs should
placed as quotations. However, they were BREATHING, as the term strongly consider the phrase “Can’t breathe” with
never meant to be exact or absolutes. So, suggests, are not breathing adequately discretion when it is offered alone or
after considering the related PFCs, the to sustain life. And it is expected that without further clarification, meaning
Council of Standards voted to make a while emergency callers have predictable it is no longer a mandatory, ECHO-level
couple of changes to clear things up. First, tendencies in their descriptions of these phrase in and of itself.
the phase “… or reasonable equivalents …” patients, there is bound to be some Brett A. Patterson
was added to the directive at the beginning variation. Therefore, EMDs should be Academics & Standards Associate
of the section, and this has worked out encouraged to consider not only the Chair, Medical Council of Standards
very well. Additionally, to more directly caller’s vernacular, but also the scenario International Academies of
address one of the PFCs, the phrase “Can’t and any additional clues it may provide. Emergency Dispatch®
breathe at all” was changed to read “Can’t Certainly, if the caller describes a patient Special thanks to the Central
breathe (at all).” using one of the listed terms, and there Communications Center for Alberta Health
But while the intent of the later are no obvious circumstances to the Services in Edmonton, Alberta, Canada; the
change was actually to allow more contrary, INEFFECTIVE BREATHING Toronto Paramedic Services Communications
discrepancy on the part of the EMD, it must be assumed and the appropriate in Canada; the Alameda County EMS
has apparently opened the gates a little code assigned. But if the exact term or Authority in San Leandro, California, USA;
too wide. Several high-volume agencies phrase is not used, and the EMD strongly the Oakland Fire Department in California,
have reported spikes in the number of suspects INEFFECTIVE BREATHING, USA; and the various IAED™ National Q
ECHO-level calls and have provided caution must always err in the patient’s clients who submitted their concerns and
data that links the complaint of “Can’t favor; 1st party callers offer direct, audible supportive data to facilitate this important
breathe” alone to the volume increase. assessment of their breathing status. change in the MPDS. J
8 THE JOURNAL | iaedjournal.org
research •••
CELEBRATION OF INNOVATION
Conference explores advances in EMS and dispatch
Christopher Olola, Ph.D.
T
he halls were lined with row The results support related (non- with NAEMSP allowing researchers
after row of intriguing research IAED) studies: A metronome for five minutes to explain their research,
summations presented on posters dispatchers to direct bystanders in leaving two minutes to field comments or
and submitted from the finest researchers giving CPR is effective in helping questions from the people assembled at
in prehospital care. This was a celebration bystanders achieve the correct your display.
of innovation and genius in a health compression rate. As it turned out, our concerns went
profession considered a significant link in The popular research poster exhibit unwarranted. Our research was well-
the history of health care. serves several purposes, not the least of received, and we will carefully consider
The event was part of the annual which is the venue to share innovation, the recommendations to improve
National Association of EMS Physicians spark discussion, and encourage (metronome) protocol. We are confident
(NAEMSP) conference, which was held networking among the many disciplines moving forward to the next step: writing
in New Orleans, Louisiana, USA (Jan. under the EMS umbrella. The contest a paper for publication in a peer-
21–26). Educational sessions and research has also grown beyond
posters highlighted response safety, expectation, resulting
challenges unique to demographics in daily rounds to
and geography, and contemporary assemble, view, and
issues involving social media and take down posters in
credentialing. There were several papers preparation for the
on emergency dispatch. next scheduled group.
The International Academies of Each day, conference
Emergency Dispatch® (IAED™) research goers paraded along the
team presented a summary explanation poster route, stopping
signifying the first release of data from to hear a synopsis of the
the Academy’s metronome study. A information organized
metronome audio built into the Medical according to a standard
Priority Dispatch System™ (MPDS®) research paper but
ProQA® software signals the rescuer to do condensed to fit in a smaller space reviewed journal. We are also planning
a chest compression at each click of the (a board). future research posters for conferences
metered sound when providing CPR to a Standing in front of a research addressing public safety issues that
victim of sudden cardiac arrest. poster to explain the research and benefit from the use of sound, time-
The IAED research group conducted answer questions is little different tested, and internationally recognized
the study in 2016 at four sites in Salt from standing in front of a classroom protocol systems.
Lake City, Utah, USA, with each site audience, at least in terms of potential The research poster competition
characterizing a different demographic unease. Both can be daunting. You complements the Academy’s goal to
population (junior high, assisted living might ask yourself: Is data presented evaluate dispatch protocols through
residential setting, community college, logically? What about visual appeal? an evidence-based process. It’s a stage
and university). Participants were Did we catch spelling and grammatical allowing the Academy to showcase the
randomly allocated to either of two errors and graphic blemishes? Did we importance of emergency dispatch to
groups: standard instructions given by prepare an adequate summary? Will public safety and the power of protocol.
EMDs over the phone (control group), our research generate discussion and We returned to our offices knowing
and instructions complemented by questions? Will we leave our audience a our research lends to the vital link of
the metronome audio over the phone take home message, perhaps stimulating understanding where we came from and
(experimental group). further research? Time is a huge concern, where we go from here. J
may / june 2017 | THE JOURNAL 9
••• BEST PRACTICES | ace achievers
Albuquerque Fire Department
RIGHT THING TO DO
First ACE was accomplished for the people
Audrey Fraizer
T
om Montoya helped write one and the ACE award in February 1993 like it firefighter,” said Chavez, now an
for the Academy records nearly occurred in more recent times: Lt. Cosmes Academy Fire and Medical Protocol
24 years ago in his move from Madrid, supervisor; Lt. Randy Pennington, Instructor. “It was a place to mend before
Denver, Colorado, USA, to Albuquerque, quality assurance; Capt. Jay Staeden, who going back in the field.”
New Mexico, USA. was in charge of the Alarm Room; Assistant A growing recognition of what dispatch
At the same time, he’s reluctant to Chief John Brown, who later became a fire actually does shifted perspectives, and by
take any credit for the history-making chief in Texas; and Sharon Eberly, who the time Chavez was assigned to the Alarm
first-ever Accredited Center of Excellence provided direct IT support and data analysis. Room years into the use of the Medical
(ACE) achieved during his three-year “Those were the guys cementing the Priority Dispatch System™ (MPDS®),
(1990–1993) tenure as chief of the changes in the Alarm Room,” Montoya said. dispatch was no longer second class.
Albuquerque Fire Department (AFD). “This was all part of an EMS system change, “Dispatch was moving in a forward
“I would like to take more credit,” said and there was a lot I needed to get done.” direction,” he said. “This was a promotion
Montoya, who retired from firefighting in The Alarm Room, or communication and not a place for recovery.”
2008 and now lives in Denver. “I kind of center, is an assignment. AFD operates
stood aside and let staff do their work.” on a four-year rotation, promoting and Gaining momentum
The AFD Alarm Room is a fire assigning firefighters to a multitude of In 1990, two dispatchers working
and medical ACE. In February 2017, department roles. Dispatch wasn’t always out of a converted storage room handled
the center received its sixth medical a coveted position, explained Patrick 28,000 calls, with each medical and fire
re-accreditation and in 2015, it was re- Chavez, who retired in 2012, following a response meriting the full cavalry: rescue
accredited in fire for the third time. 25-year career with AFD. vehicle and pumper truck rushing to the
Montoya recalls the names of people “For a long time, dispatch was the scene, lights-and-siren blaring. The Alarm
involved both in protocol implementation dumping ground for a sick or injured Room was the communication hub for 19
10 THE JOURNAL | iaedjournal.orgace achievers
fire stations employing 500 firefighters/ to get them going and accepted by the said. “We did the ACE for the people.
EMTs. Three paramedics in one vehicle other dispatchers.” We kept on working at it, and like Dr.
went on each medical call. Some members of the local firefighters’ Clawson would tell us, ‘It was the right
Montoya assigned Brown to oversee union expressed doubt about protocol. thing to do.’ This was about saving lives.
dispatch changes, and a three-month study The then-newly elected International Helping people.”
subsequently conducted in 1991 showed Association President Capt. Eddie Madrid retired in 2004, after a 20-year
an ALS response necessary in 35 percent Varela wanted the system changed. The career at the AFD. His many promotions
of the calls; firefighters trained as EMTs determination of ALS or BLS response included AFD Division Commander
could sufficiently handle the remaining should be up to the crew, not dispatch. in charge of communications and
65 percent. Staeden had an advantage. As former emergency operations. After retiring,
At the same time, Montoya had others union president, he persuaded them to he volunteered with the Rio Rancho
in his department scope out potential give MPDS a chance. After all, a change Fire Department.
protocol systems. The existing calltaking some perceived as political should not Chavez said Madrid understood the
and dispatching system was “ad hoc,” and get in the way of improved procedure, distinction, the hallmark of ACE.
Montoya wanted a measureable method as potentially better patient outcomes, and “Cosmes knew the importance of
part of a long-term goal to improve patient widely accepted standards. protocol,” Chavez said. “He knew the value
outcomes and response times. He also had trusted advocates on of being an ACE. We had the backing of a
Several systems were vetted with his side. complete system and Academy research to
the MPDS coming out on top because “I liked what protocol could do,” said support what we did.”
of scripting, structure, and a constantly Madrid, who stayed 12 years in the Alarm The ACE designation also sent a hands-
evolving approach to complement Room following his promotion from the off message to media looking for a story
EMS best practices and research. Codes field (firefighter/EMT-B). “It made sense. critical of emergency communication.
established to dispatch appropriate
response were a clincher.
“A serious call and you could pop a
dispatch right away,” Montoya said. “Less
serious calls and the dispatcher could
spend more time on the call without
affecting patient outcomes.”
The Emergency Medical Authority,
which had EMS oversight in Albuquerque
and the county, approved reducing
staffing on the rescue unit from three
firefighters to two firefighter paramedics,
with backup by a pumper truck, and
implementing the new MPDS.
Montoya left AFD in November
1993 for the Castlewood Fire Protection AFD Alarm Room
District (now South Metro Fire District)
in Centennial, Colorado, less than a year The biggest part was giving instructions “The press came after our dispatch
after AFD achieved the world’s first ACE. over the phone before response got there. center twice and didn’t find anything,” he
Montoya recalls Academy President Jeff Bleeding. Choking. Heart attack. We had said. “ACE and protocols help. We’re not
Clawson, M.D., and Academy Curriculum our part, and we could make a difference.” the type of center news salivates over.”
Director Scott Hauert presenting the Protocol remained in force.
award at a press conference at AFD Station The ACE, Madrid said, was a Out of storage
1, where the two newly certified EMDs statement of quality, not a contest to In 1996, the two EMDs left their
were mastering the use of the MPDS see which center would be first to the storage room for the new AFD fire/
v10.1 cardset. finish line. Madrid knew other centers EMS and police consolidated public
Staeden, Montoya said, deserves a lot of using protocol had tried, or were trying, safety communications facility and
the credit. but that didn’t pressure the AFD Alarm administrative building. The Fire
“He was the one to run with the Room into achieving accreditation. Academy on the first floor eventually
protocol,” Montoya said. “He fought hard “It’s not about playing a game,” he moved to a dedicated building next door,
may / june 2017 | THE JOURNAL 11••• BEST PRACTICES | ace achievers
freeing both floors for the separate police The intuition gained from relying on the importance of our work and the
and fire/EMS communication centers. voice and background has also helped. protocol system.”
Today, AFD is one of the few dispatch Marrufo won’t ever forget the call from Chavez gives credit to the support from
centers in the country staffed by uniform a woman who reported her daughter Dr. Clawson and the team behind AFD
firefighters. In 2016, the 26 certified EMDs drowned in the bathtub. The mother Alarm Room’s continued peak performance.
and EFDs dispatched 105,000 calls requiring sounded almost relaxed, composed, even “Doc has always been supportive of
medical or fire response, a number expected as he gave instructions to get the two- us,” Chavez said. “Reps like Tim Martin
to grow at least 10 percent in 2017. Four year-old girl out of the bathtub for CPR. and Chris Murdock [PDC™ client service
shift supervisors review 30 calls each “Something wasn’t right,” he said. “The representatives] have taken the relationship
month, with any overflow channeled to QA girl survived, but there was something to a new level. They are considered friends
Supervisor Alejandro Marrufo, firefighter, off about the situation, the way the and members of our fire department
EMT-B, EMD, EFD, EMD-Q®, EFD-Q™. mother behaved.” brotherhood and sisterhood.”
Marrufo asked for the dispatch Marrufo relayed his suspicions to The AFD Alarm Room answers all
assignment three years ago. He wanted police. Further investigation revealed emergency and non-emergency medical
to test a new environment, off field, and the near drowning resulted from the and fire-related requests for service
found the change to his liking. mother’s attempt to punish the child by in Albuquerque, and they work in
“I get to see the situation from the start,” forcing her into a bath of ice water. conjunction with the Bernalillo County
he said. “I have the ability to calm the caller “Those kind of calls stick with you,” he Emergency Communications Center to
and situation before response arrives.” said. “They are meaningful. They prove provide service outside of city limits. J
Two weeks that will revive you...
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12 THE JOURNAL | iaedjournal.orgcenter piece
Waukesha County Communications
MORE THAN ‘JUST’ CO-WORKERS
Waukesha County Communications excels in building community
Bonnie Douglas
I
n the world of dispatch centers, there assistant. The WCC team provides Bunch’ by any stretch of the imagination.
is nothing that quite compares to a emergency communication services for There were hurdles for sure. We learned
place that is truly a “home” to its staff. 19 law enforcement agencies and 21 fire/ that with open minds and appreciative
A place where family comes first, and EMS agencies in Waukesha County. attitudes, obstacles and challenges can
the health of the organization depends In 2016, we answered 346,000 calls for be overcome.”
upon the good and purposeful work service. We continue to grow. Consolidation is a challenge under
of the family members. A place where the best of circumstances. Technology,
the mission, vision, and values are daily The beginning human resource management, and the
fare … along with the state’s famous WCC was formed in 2004 with ability to serve the respective law, fire, and
cheese. Such is the culture at one of the consolidation of the Waukesha EMS partners efficiently and effectively
Wisconsin’s consolidated emergency County Sheriff Department dispatch does not happen overnight. New and
dispatch centers, Waukesha County center, the Lake Area Communication unaccustomed processes require open
Communications (WCC). Services dispatch center, the Brookfield and respectful communication to create
Waukesha County, in southeastern Police Department, and the majority a center determined to provide the best
Wisconsin, USA, consists of 576 square of municipal fire departments in service to agencies and the public.
miles and, according to the 2014 census, Waukesha County.
a population of 395,118. WCC engages “It wasn’t easy those first few Keeping connected
35 emergency telecommunicators, eight years,” said Sherri Stigler, Training and Organizing police and fire/EMS
telecommunicators in training, seven Operations Manager. “I always tell people protocol groups went a long way in
supervisors, training and operations that it was like blending three families unifying WCC, and they continue to do
manager, director, communication center together, each with their own way of so. Monthly meetings of fire, police, and
specialist, and emergency preparedness doing things. It certainly wasn’t the ‘Brady EMS field leaders and WCC staff provide
may / june 2017 | THE JOURNAL 13••• BEST PRACTICES | center piece
the conduit to address issues, including EMDs, and EFDs, and are taught basic Staff has been working with Wisconsin
personnel and equipment updates, skills in geography, CAD system/record state legislators to raise awareness for public
feedback, and problematic calls. The management systems navigation, customer safety communication minimum standards
center stays connected and hears what is service, phone system operations, and center of education and training as well as #iam911
working and what is not. specific call types. It’s the dispatch floor to reclassify dispatchers to the status of
where probationary telecommunicators protected safety telecommunicators.
Recruiting and selection begin calltaking training with a CTO
Recruiting qualified individuals as and progress through their training on Celebrating success
telecommunicators is a never-ending the Teletype, five police dispatch radio We celebrate what we do, especially calls
task. To assist with that initiative, channels, and one fire dispatch channel. involving dispatch-assisted CPR “saves” and
WCC appointed a committee of Based on prior experience and skillset, the births. Family, media, and staff are invited to
telecommunicators, led by a supervisor, process takes six to nine months. these celebrations—when a dispatcher is able
responsible for advertising job to cradle a newborn she helped to deliver or
opportunities, recruiting, assembling hug a cardiac arrest survivor.
resources used to help in making “The level of trust “It does not get any more real for
selections, and participating during the dispatchers,” Stigler said. “These are the
and cooperative
panel interview. The WCC hiring team reinforcing moments that soundly deliver
is always on the lookout for potential spirit we see among the ‘this is why we do what we do’ message.”
recruits at community and four-year our agencies and the
college job fairs. We are family
Applicants must take a typing test center is a testament Each new hire receives a WCC
and a telecommunicator exam, and those to the commitment of Challenge Coin and signs the “WCC
passing both tests are scheduled for a two- Oath” describing our mission, vision, and
hour “sit-in” with a telecommunicator
everyone who works value statement with an emphasis on
and a one-hour written questionnaire or partners at WCC. core values: Family, Integrity, Respect,
covering introductory knowledge We can be very proud Responsibility, Service, and Trust.
typical of a first interview. Candidates As a family, we throw parties or
proceed to a panel interview, representing of that.” potlucks to celebrate major life events
communication center staff, human such as milestone birthdays, pending
resources, and fire and law enforcement births, and weddings. WCC Director
departments. The final hurdle is a Community Gary Bell also gets into the act; he recently
background investigation by the WCC is more than “just” an baked a cake in the center’s kitchen to
Waukesha County Sheriff’s Department, emergency dispatch center. celebrate a probationary employee’s
and conditional offers are provided During the December holiday season, 30th birthday.
pending successful completion of hearing staff donates non-perishable goods, Through trial and error, WCC
and drug screenings. personal hygiene items, and money to discovered that focusing on hiring
local nonprofit organizations. This past people complementing existing staff and
Training holiday, a group of telecommunicators principles, offering comprehensive training,
The WCC Training Team consists and supervisors baked and distributed providing community involvement
of 12 communication training officers thousands of cookies to law enforcement opportunities, and establishing core values
(CTOs), three training supervisors, departments and fire departments in provide the foundation for best serving
and the training and operations Waukesha County. the public and the fire and police agencies
manager. Each training team member The WCC leadership team created depending on what we do.
is APCO CTO certified and, as part a Community Education Team (CET) “We are in such a better place now
of the job, updates training materials that promotes positive community that we are established,” said Stigler,
and takes adult learning training relations between dispatch and the who was hired in 2004 for a supervisory
courses when not actively training a public and provides education about position. “The level of trust and
probationary telecommunicator. the 911 system and emergency dispatch. cooperative spirit we see among our
Training begins with six weeks in a The CET participates in several events agencies and the center is a testament to
classroom. Probationary telecommunicators to forge better relationships with the the commitment of everyone who works
certify as International Academies of community and law enforcement and or partners at WCC. We can be very
Emergency Dispatch® (IAED™) ETCs, fire agencies. proud of that.” J
14 THE JOURNAL | iaedjournal.orgfaq
FALL OR PUSH?
Protocol 30 handles both
Brett Patterson
Brett: traffic than for individual patient injuries. Hello Brett,
We have had several recent cases where Specifically, ejection mechanism is related Please help us solve a long-standing
people were thrown from a moving car. to the force of going through a windshield, issue within our call center. Is a parachutist
They were not in an accident or anything— and auto versus pedestrian is related to the injury a traumatic injury or a fall? The
just people thrown out of the car! My discrepancy in mass of one versus the other. jumper jumps out of the aircraft, doesn’t
calltakers didn’t know how to properly Therefore, Protocol 30: Traumatic fall out, has a fully inflated parachute,
code these incidents. All of the calltakers Injuries (Specific) is most appropriate for lands on ground but breaks an ankle, leg,
used different protocols and Determinant a person falling or being pushed out of a etc. What is it? I say it’s a traumatic injury;
Codes, such as Protocol 30: Traumatic vehicle, provided there are no significant my co-workers say it’s an EXTREME
Injuries, or various codes on Protocol 29, i.e., traffic accident concerns, and the person fall, but like I said, he comes down at the
Pedestrian struck or MVA with Ejection. wasn’t subsequently run over. Notably, regular rate of descent as other jumpers
Could you provide me with clarification as there is a new Determinant Descriptor in but just doesn’t land right.
to how we should properly code this? MPDS® v13.0 that addresses cases such as Thanks,
Regards, this when the patient does not appear to be Juan Rodriguez
Nicholas J Camisa MICP, NREMTP critically injured but the EMD is concerned Communications Officer
EMS Supervisor, University Hospital- about the mechanism of injury: 30-D-5 Joint Communications Unit
REMCS, Newark, New Jersey, USA “HIGH VELOCITY impact/MASS injury.” Fort Bragg, North Carolina, USA
Thanks,
Hi Nicholas: Brett A. Patterson Hi Juan:
Protocol 29: Traffic/Transportation Academics & Standards Associate I love long-standing disputes! You are
Incidents was designed more for Chair, Medical Council of Standards correct. This mechanism simply doesn’t
mechanism of injury and scene safety issues International Academies of Emergency equate to the same forces involved with
associated with motor vehicle crashes and Dispatch® an EXTREME fall, and the specific
may / june 2017 | THE JOURNAL 15••• BEST PRACTICES | faq
injury is the reason for the call. I’ve
attached an article from Dr. Clawson
that addresses issues such as this. I would
also point out that Protocol 30, v13.0, has
a new Determinant Descriptor (HIGH
VELOCITY Impact/MASS Injury)
for cases when the EMD is concerned
about a high mechanism, but the body
area injured doesn’t code high enough
to satisfy the EMD. A similar code is also
available on Protocol 29. Hope that helps
to settle the debate!
Brett
Juan:
Protocol 30 would be the appropriate
choice. There are a zillion things that
cause injuries to people (all you need to
do is think of an amusement park and
the potential of accidents there). We
don’t have a special protocol pathway
for accidents involving falls from
bicycles. The same goes for skiers. The
spectrum of “Tour de France riders”
through “kids on tricycles” cannot be
jammed simply into a mechanism of
injury format. Regarding velocity, we
don’t assess on Protocol 30 how fast the
boom on the forklift was going when it
hit the worker in the back or the speed
the skier was going in a downhill race,
either. The Protocol does, however,
provide information about the severity
of the injury in terms of the body area symptoms. Some use MPDS Protocol may present in different ways, and
affected in much more detail compared 25: Psychiatric/Abnormal Behavior/ the EMD needs to know “… exactly
to Protocol 29. Suicide Attempt, while others use MPDS what happened” in order to select an
As you’ve probably determined, even Protocol 26: Sick Person. appropriate protocol.
if you go to Protocol 29, you basically end Which would be most appropriate? So, the answer to your question is
up in the same Determinant Level based Thank you, to find out not what the caller thinks
on what is known and what is not known Michelle Rossi is the underlying problem but rather
about the patient’s priority symptoms CMED Telecommunicator, North what sign/symptoms/actions are
and injuries. Central Connecticut EMS Council prompting the call. By far the best
Hope that helps. Hartford, Connecticut, USA way to do this is to repeat Case Entry
Onward through the “what-if” fog ... Question 3. Common to the anxiety
Doc Hi Michelle: attack diagnosis are symptoms such
When you think about it, a as rapid breathing (Protocol 6), racing
Brett: complaint of “anxiety attack” is heart or palpitations (Protocol 19), chest
My co-workers and I were having a actually a caller diagnosis rather than pain (Protocol 10), or simple anxiety/
discussion about which protocol to use a description of what has happened. nervousness (Protocol 26).
for an anxiety attack. I wonder if you can It’s like saying the patient is drunk I hope this response helps to answer
provide some clarification. or is having a heart attack. All of your question.
It’s for a patient with no priority these conditions or caller diagnoses Brett J
16 THE JOURNAL | iaedjournal.org113 1,320
sessions attendees
1,056
candy bars
12 handed out
research
posters
15
countries
represented
42
exhibitors 16 169
tracks speakersexcellence | NAVIGATOR 2017
excellence
EXCELLENCE You’ll find it at NAVIGATOR
Audrey Fraizer
E
xcellence has a way of moving you to the next step Awards
and beyond. NAVIGATOR attracts the dedicated—emergency
Excellence has a way of opening your eyes, letting you dispatchers, supervisors and center directors, and public safety
see the best path to follow. experts—to a single source that celebrates the profession. The
Excellence builds a foundation that benefits you and awards start on opening day and continue through the Closing
everyone connecting to your world. Luncheon two days later. When each recipient accepts an
And excellence was the theme this year at NAVIGATOR, award, it’s also a sure bet that the person will acknowledge
held April 12–14, in the Big Easy. co-workers.
“It’s what you do that makes the difference,” said Academy “I couldn’t have done it without my partners,” said
President Jerry Overton during his Opening Session remarks Dispatcher of the Year Erin Berry, EMD, Loveland Police
building up to this year’s Dispatcher of the Year Award. emergency communications, Loveland, Colorado, USA.
Contrary to the nickname bequeathed upon New Orleans, Berry was honored for professional excellence exemplified
Louisiana, USA, in the 1970s, however, excellence in emergency by her lifesaving efforts during a call that led to the revival of a
communications is neither a slow nor easygoing way of life. Loveland High School student (read the DOY story on pg. 24 to
“What you’re doing is everything but that,” Overton learn more).
said. “You are committed 24/7 to making a difference. Your And NAVIGATOR awards were just getting started.
excellence makes a difference in each and every call.” Jeff Cicillian, former Lake County Sheriff’s Department
The distinction of being “extremely good” doesn’t work police officer and 911 center manager, Lake County, Illinois,
independent of objectives. It also depends on where you choose USA, received the Instructor of the Year Award. Cicillian
to concentrate professional efforts, and, as Overton pointed out, specializes in Emergency Police Dispatch and the Active
at NAVIGATOR opportunity abounds, with choices packed Assailant Protocol.
into every hour and bordered by some of the best networking in Sherri Stigler, Training and Operations Manager, Waukesha
the industry. County Communications, Waukesha, Wisconsin, USA, won
“NAVIGATOR is an eye-opener,” said Richard Lindfors, first place in the Research Poster Contest.
Quality Improvement Manager, Richmond Ambulance Janice Warshauer, RN, Northwell Health Center for
Authority, Richmond, Virginia, USA. “I get to see what other Emergency Medical Services, Syosset, New York, USA, received
agencies from the rest of the world are doing. At the end of the the Bill Boehly Award for Clinical Support Desk (CSD) Clinician.
day, we’re in the same business, with the same issues, and we’re Charles R. Goodwin, Lead Dispatcher, Natick Police
here able to discuss them in a focused, nonworking atmosphere.” Department’s Public Safety Communications Center, Natick,
may / june 2017 | THE JOURNAL 19excellence | NAVIGATOR 2017
LET THE GOOD TIMES ROLL This is my fourth NAVIGATOR, and
it’s always so awesome, especially the
First-time USA NAVIGATOR attendee Stephanie Dandonneau, people you get to meet. You realize
Operations Chief, Groupe Alerte Santé Inc., Québec, Canada, said you’re not alone. NAVIGATOR is a
she was impressed with all of the sessions she attended, and great time to focus on the issues and
was especially interested in Kim Rigden’s stress management share ideas.
presentation. Dandonneau said their personnel take turns attending Cindy Sparrow, 911 Communications,
Red Deer Emergency Services, Alberta,
conferences, and NAVIGATOR in New Orleans, Louisiana, USA, was
Canada
especially exciting for her.
“This place is just beautiful,” she said. “I am meeting lots of people I was impressed with the ETC
and learning, too.” Instructor manual someone from a
Mindy Thomas, Manager, Queensland Ambulance Service, neighboring 911 jurisdiction showed
Rockhampton, Australia, traveled all the way from the Land Down me, so I signed up for the instructor
Under in order to breathe in the sights and sounds of NAVIGATOR, course at NAVIGATOR. We have a
her first American conference. She said networking was a highlight, lot of new hires and want to give
particularly when it came to discovering the universality of emergency them an overview of the profession
dispatch issues, such as investing so much in training only to see the beyond policies and procedures.
new person leave within a few years. The ETC course will provide a
“We all have a difference in structure, yes, but I am finding out that great foundation.
the challenges are the same,” she said. Laurel Strandberg, Lakewood Police
The exquisiteness and excitement of New Orleans cuisine was fully Department, Lakewood, Colorado, USA
enjoyed. Though some of us (myself included) did not venture past
the safety of our accustomed palates, others were quite adventurous It’s amazing to be in a room with so
as they feasted upon the likes of charbroiled oysters, spicy jambalaya, many agencies and open your mind
and even alligator wings. I think it was just as much fun to watch their to what the rest of the emergency
reactions during those first few bites! communications world is doing.
Sherri Stigler, Training and Operations Manager Richard Lindfors, Richmond Ambulance
Waukesha County Communications, Waukesha, Wisconsin, USA Authority, Richmond, Virginia, USA
I was pleased to see several breakout sessions that focused Dispatch is my career. I started
on stress management, health, and wellness. Christine Bannister, as a volunteer firefighter, got into
Supervisor, Waukesha County Communications, Wisconsin, USA, gave a dispatch, and have watched it evolve
comprehensive overview of stress and healthy ways to manage it in her for the past 19 years. I liked the
presentation, “Wellness For the First, First Responder.” Tami Wiggins, protocol from the start. It gives you
Training and QA Manager, Harford County Department of Emergency something great to go by.
Services, Maryland, USA, and Madeline Marks, Clinical Psychology Shawn Trainor, Montgomery County Hospital
District, Houston, Texas, USA
Program, University of Central Florida, USA, partnered for the session,
“When Trauma Hits the Dispatch Center.”
New sessions included a how-to in creating a 911 public education This is my second NAVIGATOR, and
program, presented by Ben Bills, PIO, El Paso-Teller County 9-1-1 I definitely come for the training. I
Authority, Colorado, USA, and Sasha Vargas-Fimiani, Public Educator, started out wanting to be a police
Charleston County Consolidated 9-1-1 Center, South Carolina, USA. officer, changed into dispatch, and
Both are pioneers in the industry using creative ways to engage their loved it. There’s so much about it that
communities in the 911 system. I enjoy: the adrenaline rush, helping
Ricardo Martinez, Founder, “Within the Trenches Podcast,” and people, and never having the same
Creator of #IAM911, recorded several new episodes with guests for day twice.
his podcast, recorded live from the Exhibit Hall. I had the honor of Angela Barnes, Dispatch OIC
recording Episode #141. Gulfport Police, Gulfport, Mississippi, USA
Ryan Dedmon, Founder, Operation 10-8
Anaheim, California, USA
20 THE JOURNAL | iaedjournal.orgYou can also read
