M.A.B.A.S. Dispatchers Conference

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• M.A.B.A.S. Dispatchers Conference
• Session 2

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Your Instructors

• Chris Lienhardt- R.E.D. Center
• M.A.B.A.S Div 3
• other duties as assigned
• The guy who let the bomber in
• Senior Alarm Operator
• Training Coordinator
• All around great guy

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Your Instructors

• Tammy Kleveno- Tri-Com Central Dispatch

• Telecommunicator
• MABAS Division 13 Coordinator
• ILEAS Coordinator

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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

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Who is responsible for training?

• Training Officer
• Communications Center Director
• Communications Center Shift Supervisor

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The Correct Answer
You Are!
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How to make that Happen

• Be a positive Change Agent

• Dont just come with the problem
• Deliver a solution

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What they say about us(troops on the street)

• They never answer us on the first try
• They dont understand what its like
• Its not that easy to drive and type

• Whats with the attitude?
• Dispatching isn't that difficult
• They dont realize how busy we are on the street

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What we say about them(troops on the street)

• They never answer us on the first try
• They dont understand what its like
• Its not that easy answer 911, run plate, and
  handle the lobby traffic

• Whats with the attitude?
• Dispatching isn't that easy
• They dont realize how busy we are in here

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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?

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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

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Ride Along Program

• Specific Tours
• Riding with Shifts
• Specialized Divisions / Companies
• S.W.A.T
• FD Special Teams
• Tech Rescue
• Dive
• Haz-Mat

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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

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Who says training cant be fun?

• EMD Jeopardy
• PowerPoint based program
• Easy to create
• Counts towards continuing Ed
• Can be altered to include non-EMD slides as well

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Thinking outside the Box Other training
opportunities

• Fire Department Training Officer
• F.E.M.A.
• Untied States Fire Academy
• Community College

• APCO International
• Illinois APCO
• Other training

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Surfing the Web

• 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

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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

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Developing forms programs that are agency
specific

• Modified Box Cards
• Weekly Email Quizzes
• Browser based Box Card Website

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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.

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Quizzes

• How about an easy way to jog peoples 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

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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.

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Now its time for..

• Questions?

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Contact Information for your Instructors

• Chris Lienhardt
• Email afd2181_at_comcast.net
• Work 847-724-5700
• Cell 847-343-8989
• Tammy Kleveno
• Email tkleveno_at_tri-com911.org
• Work 630-232-4739