Handling Public Complaints in the PSAP
As a director, manager, or supervisor, a big responsibility you have to the public is to handle complaints about your team’s service. The issues brought to you that need to be investigated and reported back to either the controlling authority or...
Hostage Negotiations
HOSTAGE NEGOTIATIONS It's the lull of the afternoon. Time to take a quick break, grab some food, and re-group after the crazy morning. You answer the phone and find yourself in the middle of a situation with hostages. Are you ready to become a...
The Thin Lines of Public Safety
The Thin Line system is a way of honoring service-based professionals who work as first responders and Military Armed Personnel. The thin line system outlined here focuses on public safety and first responders. There are many times throughout the...
Shift Change; Strategies For Passing The Baton – Don’t Drop The Ball!
The problem with shift change is that it’s our most vulnerable time in the Communications Center. This is when we are most distracted from what has been happening all shift, and potentially drop the baton - ball for a variety of reasons. The...
Crime In Progress
Finding training for experienced dispatchers can sometimes be a challenge. This class is appropriate for the new and experienced dispatchers because it addresses not just the basics, but also covers some of the details that dispatchers may have...
Succession Planning
Any time you can get outside, be in the sun and enjoy the fresh air, is a good thing. One of the ways many people enjoy being outside is in a garden. Flower garden or vegetable garden, it doesn’t matter which one. You plant your seeds or...
Wellness In The PSAP
Wellness in the PSAP is gaining in importance throughout the industry. There are two different types of wellness programs primarily implemented, one is supported wellness the other is physical wellness. Throughout the relatively short history of 911, PSAP personnel...
Situational Awareness
Situational Awareness, not a new concept but it continues to be high on the priority list for public safety. OSHA’s definition says, “Situational awareness is: 1. Identifying critical elements of information. If we focus all or most of our attention on one or two...
Cyber Threats
There are many valuable resources regarding what you should do for resiliency against ransomware. Recently the Cybersecurity & Infrastructure Security Agency (CISA) released a document identifying the risks associated with telecommunications services as well as...