Transcript MABAS FOR TELECOMMUNICATORS

M.A.B.A.S. Dispatchers
Conference
Session 2
Your Instructors
• Chris Lienhardt- R.E.D. Center
• M.A.B.A.S Div 3
• “other duties as assigned”
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The guy who let the bomber in
Senior Alarm Operator
Training Coordinator
All around great guy
Your Instructors
• Tammy Kleveno- Tri-Com Central Dispatch
•Telecommunicator
•MABAS Division 13
Coordinator
•ILEAS Coordinator
Goals and Objectives
• Present Tips, Tools and Tricks of the trade to allow
attendee to implement topics covered at their own
Dispatch Center
• Identify the steps in creating a productive training program
• Identify Training opportunities
• Inside the box
• Outside the box
• Provide a clear understanding how topics covered are
mutually beneficial to both Dispatchers and external
Stakeholders
• Law Enforcement
• Fire Department
• EMS Service
• Other agencies
Who is responsible for training?
• Training Officer
• Communications Center Director
• Communications Center Shift Supervisor
The Correct Answer
How to make that Happen
Be a
positive
Change
Agent
Don’t just
come with
the
problem…
Deliver a
solution
What they say about us
(troops on the street)
• They never answer
us on the first try
• They don’t
understand what it’s
like
• It’s not that easy to
drive and type
• What’s with the
attitude?
• Dispatching isn't that
difficult…
• They don’t realize
how busy we are on
the street
What we say about them
(troops on the street)
• They never answer
us on the first try
• They don’t
understand what it’s
like
• It’s not that easy
answer 911, run
plate, and handle
the lobby traffic
• What’s with the
attitude?
• Dispatching isn't that
easy
• They don’t realize
how busy we are in
here
US – vs. –THEM??
There is no such thing!!!
How would the house fire department get notified of in the picture
below; and who would we send?
Bridging the gap between
Perception and Reality
• Ride Along program
• Dispatchers with Fire / Police
• Police/Fire in Dispatch office
• Participation in department events
• Official
• Unofficial
Ride Along Program
• Specific Tours
• Riding with Shifts
• Specialized Divisions / Companies
• S.W.A.T
• FD Special Teams
• Tech Rescue
• Dive
• Haz-Mat
Additional Benefits of a
Ride Along Program
• Area Familiarization
• Provides Continuing Educational
Opportunities
• Develops better understanding on both ends
• Bridges the gap / fosters better overall morale
Who says training cant be fun?
• EMD Jeopardy
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PowerPoint based program
Easy to create
Counts towards continuing Ed
Can be altered to include non-EMD slides
as well
Thinking outside the Box…
Other training opportunities
• Fire Department
• APCO
Training Officer
International
• F.E.M.A.
• Illinois APCO
• Untied States Fire • Other training
Academy
• Community
College
Surfing the Web
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www.fema.gov
www.nena9-1-1.org
www.apcointl.org
www.ilapco.org
• www.firehouse.com
• www.mabasradio.org
• Yahoo Dispatchers
Group
• www.mabas.org
• www.ileas.org
Emergency Numbers
Professional
• Created by NENA in
1992
• Validation of 911 as a
profession through
testing and continuing
education
• Standardized level of
competency
• Mastery of knowledge
in 911 management
• Establishes a formal
recognition of our
profession
• Provides a vehicle for
career development
Developing forms & programs
that are agency specific
• Modified Box Cards
• Weekly Email Quizzes
• Browser based Box Card “Website”
Modify the Box Card
to work for you
• Standard or Modified? Which will work
for your center?
• Equipment from towns vs. Town and
equipment they bring.
• Highlight towns you dispatch for as a
reminder.
Quizzes
• How about an easy way to jog people’s mind
each week – Email of the week
• Set them up a few week in advance.
• Deliver new news, policy changes,
information, reminders. Some can be a
true/false, multiple choice or “find the answer”
quiz.
• Could even count toward EMD if medical
related
Browser Demo
• Browser based “Website” look that lets
you put your cards a “click” away.
• Add maps, directions, logs, mad-lib
forms, etc.
• Handouts available after with more
details for those interested.
Now it’s time for…..
Questions?
Contact Information for your Instructors
• Chris Lienhardt
• Email: [email protected]
• Work: 847-724-5700
• Cell: 847-343-8989
• Tammy Kleveno
• Email: [email protected]
• Work: 630-232-4739