Appreciated Editorial in June 2006 issue
Thanks for your excellent editorial about the Detroit incident in the June edition of 9-1-1 Magazine. Your title, Consequences, is so appropriate.
Like you, the first thing that came to mind when I heard about this incident was the Eddie Polac tragedy. I was shocked to realize it has been twelve years since that happened.
The lessons in both situations are as true today as they were then. We must never assume or be complacent, we must treat all callers with respect and conduct quality assurance.
We also need to remind our administrators of the critical importance of good training. Too often, telecommunicator training is placed on the back burner because people are so taken in by technology. All the high tech equipment in the world isn't worth anything is telecommunicators are not trained properly.
I see this happening with Phase II. People believe that Phase II equipment will end our challenges; when in reality, the instability of Phase II (because calls don't always ring in at the proper center and because of the rebidding issues when the caller and telecommunicator cannot hear each other) seem to be causing bigger problems.
Everything gets back to taking the proactive approach of providing good training and to providing good customer service.
Thanks for your words of wisdom. As always, you are watchful of what is happening in our industry and passing along good things.
Nancy Brady, Telecommunicator Training Coordinator, Iowa Law Enforcement Academy
Thanks for Radio Systems Article, June 2006 issue
I was just reviewing the June issue and in particular the article on page 42, Public Safety Radio Systems, by Daniel Smith of L. Robert Kimball & Associates. The article summed up many of issues/concepts that we deal with on a daily basis at our tri-county 9-1-1 Central Dispatch.
The article did a very good job of summing up some of the communications issues we face, and reinforced many of the concepts we are moving forward with, and it vindicates many of the decisions we have made in the last couple of years as we upgrade our voice and mobile data radio systems-even the part about hiring a consultant, which we have done.
Being a rural area with many geographic obstacles ( large area, large hills, lots of trees), and a limited population base to help fund the projects, we always try to weigh everything out carefully in determining our future, and what will give us the most bang for our buck
Thanks again, I'm sure our Board of Directors will find a lot of value in the article.
Bob Bradley, Executive Director, CCE Central Dispatch, Petoskey, MI.
Correction in Dispatch Protocols Article in April Issue
On behalf of the Massachusetts Statewide Emergency Telecommunications Board (SETB), I would like to make a correction to information that was printed in the April issue of 9-1-1 Magazine. On page 38 it was stated that “In Massachusetts, a move is in process to require Emergency Telecommunicator Certification and to provide funding for emergency medical protocol software (ProQA) implementation statewide.” The SETB is not providing funding exclusively for ProQA software as the reader is lead to believe.
The SETB has been working in collaboration with the Massachusetts Department of Public Health (DPH) to issue over $100,000 in grants to 10 PSAPs for the purchase of EMD software. This money will be used to purchase EMD software, card sets and quality assurance software however, this funding is not company specific as stated in the article. The SETB provides training for all Massachusetts PSAPs and this training is based on the product a PSAP prefers – we do not endorse any one EMD provider.
Sincerely, PAUL J. FAHEY, Executive Director, Statewide Emergency Telecommunications Board
Editorial Excellence
I enjoyed reading your article, Promoting, in the November/December 2005 issue, and agree that striving towards excellence, maintaining a positive and healthy work environment, resulting in enjoyable and rewarding performance, is key to maintaining a productive and satisfied staff. And yes, once these are addressed, the rest will follow naturally. Thank you for reinforcing what I've experienced to be true.
Shama Peets, Marketing Communications Manager, Astron Wireless Technologies, Inc
Notes on Operational Interoperability Editorial
Your statement in the April 2006 editorial (Operational Interoperability) "Technology can make almost anything work, but it can't necessarily make it workable in an operational environment" eloquently describes my long standing belief that (technological) interoperability is a buzz word cooked up by people on the fringe of our profession who have long forgotten the basics of our job, or by vendors that want to sell us something. Technological interoperability alone is the answer only for those that are interested in squandering grant money, pacifying political constituents, or covering their rear. Combined with the fact that most centers let technology drive operations instead of the other way around, many agencies (thankfully not mine) have a whole new recipe for disaster that came about because of one.
Don Maynard, San Mateo County Communications, Redwood City, CA
Promoting the Nov/Dec Editor’s Desk
Just a quick note to let you know that the Nov/Dec editorial on "Promoting" is outstanding. I've been asked if I am interested in promoting to supervisor and have been struggling with the decision. Your article nailed down my anxiety and brought up some great points that I agree with. Whether or not I get the position, I am extremely grateful for your outstanding article.
Thanks again! Sarah Bennett, Anderson (CA) Police Dept.
Networking Information with 9-1-1 Magazine
I continue to love 9-1-1 Magazine. I read an article by Stephen Reichman on his MCV and I emailed him asking for anything he could send me as far as training on the vehicle etc. He was such a big help and 9-1-1 Magazine was the avenue of putting the East Coast and West Coast in contact-it was great!
Susie Rivera Folsom Police Department
Kudos on 9-1-1 Magazine
As a 9-1-1 center supervisor, I would like to tell you how much I appreciate the information that you present in each issue of 9-1-1 Magazine. Not only do your articles deal with all the technical issues facing PSAP's acroos the nation, they also show the human side of the 9-1-1 business as well. People who serve in Public Safety Communications too often go unrecognized and fail to have their job issues addressed. Too often articles on technical issues are written using terminology only understood by those with high levels of technical expertise. 9-1-1 Magazine is written for calltakers, radio operators, center supervisors and directors, as well as all the disciplines of the First Responder Community. I feel 9-1-1 Magazine is simply the BEST and would like to thank you and your entire staff for all their great work.
Sincerely,
Bill Gordon 9-1-1 Center Supervisor Thermopolis Police Department Thermopolis, Wyoming
Comments on FCC VoIP E9-1-1 Ruling
Today's FCC legislative extension for VoIP provides for another month for all VoIP service providers to receive acknowledgment from their customers that their "9-1-1" call may not provide needed address location to PSAP Operators.
My added question, is this FCC legislative act centered around development technology for E9-1-1 associated with the Internet or, is it directed to OEM's whom are marketing their "9-1-1" related product(s) and have fallen short of their customers’ emergency calling needs?
Your magazine articles are really educating me and performing an excellent job of covering public safety communications development. For me, it appears there are ever mounting problems associated with establishing standards and it continues to be pushed further away, with cellular telephone technology and now Internet technology. After I read Inspector Charles Dowd (NYPD Communications) article in the April 2005 issue, I gather some progress is being made in development however, please keep in mind, in today's free market system, standards are not being pursued in as much as $$$$$$.
It would be really great if all concerned "emergency responders and communicators" could pace themselves, one step at a time with plenty of room for testing, public auditing and surveying of new systems and processes but realistically, the existing systems operates 24/7/365 and new products are being introduced 24/7/365..leaving little room and space for time outs,right?
Could the FCC be waiting for everyone to get on that same page?
Just my two cents and keep the articles coming!
Sincerely,
Leland Francois 9-1-1 Magazine subscriber
Comments on July EMD Column
I'm a little behind in my reading, but I just got to your EMD column in the June issue of 911 Magazine. What a humdinger! You hit the nail on the head, not only for EMD, but for structured call taking across the board. I'm working on a class for overcoming resistance to protocol and hope you don't mind if I quote from your article (with due credit, of course). Q is such a vital part of this process. The lack thereof makes the ED's job so much harder, not to mention the increased risk to our callers and patients.
Thank you for being such a big part of this revolutionary process.
Michael Spath, ED-Q/Administrative Senior PSD Sunnyvale Dept of Public Safety, California
Comments from Australia on EMD Column
Brett Patterson's article on doing things by the numbers [Jan/Feb 2005, p. 55] is spot on (sorry, aussie slang for correct). I work in a Fire Communications Centre that covers nearly 414 000 sq kms, servicing a sparsely located population of about 250 000 people. We manage operations for forty-three urban stations and over 100 rural fire brigades.
We are a single operator station, sharing accommodation with Ambulance communications. Despite our location and the importance of our work, we are under threat of closure. Nothing has been specifically stated by the powers that be, but whispers in the corridor do little to calm the nerves of staff here. However, a recent review of our work compared to the capital city's work has put us in a favourable light. This is because they looked at what was done, not how much of it. It appeared to be quite difficult to swallow by management, who agreed to be bound by the findings when wage rises were being negotiated.
Our public service has embraced the modern age of management by accounting and statistics. Hopefully, we can cut through this by highlighting to our senior people that there is more to this job than just numbers, times and wages.
Cheers from Down Under, Roderick Slatter FireCom Southwest Qld Fire & Rescue Service Toowoomba Australia
Kudos on 911CARES Story in Nov/Dec 2004:
Just received the NOV/DEC 04 issue and it's a slam dunk. I don't have an email address for Nancy Rigg but please pass on to her my appreciation for her article on 911 CARES, it was very nicely done; she's an excellent writer. - Steve Souder Communications Manager Montgomery County, Maryland
Once again, you have written an excellent article in 9-1-1 Magazine. I hope to take the 911 Cares information and pass it on to our Comm Manager so that we can get onboard!
Douglas A. Brown, NREMT-B Env. Health & Safety/ED QA Coordinator HazMat/SORT Operations Officer Metropolitan EMS (MEMS) Little Rock, AR
Kudos on EMD Column
Please allow me to thank you for the excellent article entitled "Ideas from across the Pond" [EMD Innovations Column] featured in the November/December edition of 9-1-1 Magazine. The perspective and real-life experience from the NHS experience was refreshing and something that we need to see and hear more of.
I thoroughly enjoyed the article and have shown it many professional associates.
Raphael M. Barishansky Executive Director Hudson Valley Regional EMS Council
On “The Dragon That Lurks in Shadows”
Regarding the Editor's Desk column from the August 2004 issue, thanks a million for a laugh on a very hectic day! As a huge H. P. Lovecraft fan, that little gem really raised my spirits during a crazy, domestic-filled Memorial Day weekend. Just thought you would like to know at least one person out here in dispatch land appreciated your literary endeavor!
Ofc. Lauren Cepreni Bartlett PD, Tenn.
Kudos on Editor's Desk
Last Saturday in an attempt to purge the garage, I took every 9-1-1 magazine in the stack and clipped the articles I wanted to keep. Along with the articles, I saved all the editorials you have written and placed them in their own binder. The 30 minute project became a 7 hour history lesson and your editorials, read all in one sitting, gave unbelievable insight to our profession and its evolution. However you do it, keep it up.
Don Maynard, Fire Communications Supervisor San Mateo County (CA)
From Contributing Writers
I just wanted to thank you for the professional work you did on my article [“Regional Interoperable Communications,” Sep/Oct 2004 issue]. As always, 9-1-1 Magazine sets the standard and I received many calls about the subject matter. Once again, great job!
Tim D. Mosier, EMD Sedalia, MO
I received the August issue of 9-1-1 Magazine today and my article ["Service and Safety in Rowlett"] looks great. The pictures turned out really well. In addition to the Rowlett article, I read several of the other stories, including the one about swiftwater rescue and also Talladega County, Alabama - you've got a wonderful publication. It has great layout and the articles are excellent. It was an honor to see my article among the rest.
Tiffany Hoffman Media Specialist, Tele-Works
You hit another home run with the August 2004 issue. Fantastic graphic design and a fascinating mix of articles. Thank you for setting mine ["Dive Accident Management"] up so beautifully. [9-1-1 Magazine] is really a publication with substance and good eye appeal. I admire the way you are able to bring together so many imperative issues, then set them up with a creative eye and extraordinary photography. You can be very proud of your fine work.
John C. Fine Scarsdale, New York
Kudos for Sep/Oct 2004 issue
You really outdid yourself on the Sep/Oct 2004 issue. It's packed with articles that are extremely relevant to the various projects I have going on here (Comm Support 131, Regional Interoperable Communications, Operation Serenade, California Tactical Dispatcher's Association, Mobile Data Comes to Las Vegas, etc.). Keep up the great work!
Steve McClellan Communications Manager Ventura County Fire Department, CA
On “Maintaining Morale on the Dispatch Floor” (June-July-August 2004 issues)
I have just read your article and found it absolutely spot on and sobering. I am sharing it with all my staff and hopefully they too will appreciate the value of the content. I am looking forward to the Power of Positive Change!
Julette Gooding Manager Cayman Islands 9-1-1 Emergency Communications
Comments on Wireless Headset Article
I read with interest the article on wireless headsets in your latest issue [“Hands Free,” June 2004 issue]. My agency was all set to purchase them for our center. Another agency has already gotten them and we're getting great reviews. Unfortunately, when it became apparent that standard units on the marketplace today were not encrypted, their use by our agency and that of our neighboring agency was prohibited. This brings me to comment on your article. I think it was incomplete because it made only brief mention of one headset that does have an encryption feature and says nothing about DOJ standards regarding Comm Center data security as it applies to this equipment. This matter is of continuing interest to ourselves and, I am sure, other dispatch centers. I hope to see some follow-on features addressing this equipment in future issues.
Roger Ladd Communications Training Officer Stanislaus Regional 9-1-1, Modesto CA
Appreciation for Conference Circulation
I really appreciate all the hard work you and your staff do to create such an excellent magazine. While attending the NC Justice Academy's [2003] Telecommunicator Conference last week, I saw every person relaxing between classes reading the 9-1-1 Magazine! Our conference was a success and we thank you for donating the magazines for our attendees. I faithfully read your magazine every time it comes in. It is very informative and much needed. I use articles from the magazine for continuing education for my telecommunicators.
Donna Wright, Training Officer Richmond County (NC) 9-1-1 Center
Thanks from a Vendor
I really enjoy reading 9-1-1 Magazine. I appreciate that 9-1-1 Magazine does not appear to have any agenda to espouse, except to provide useful information in a timely fashion. I especially appreciate the ease with which I can browse the magazine to find what I am looking for. The magazine's layout is easy to follow, with is a really big help. While this may sound trivial, I particularly like the artistic use of headlines to accent the articles while not overpowering them.
Jm Kuthy, Senior Consultant Biddle Consulting Group Rancho Cordova, CA
Concern Over Photo Depicting Flag Bandana
Earlier today I received my April [2004] issue of 9-1-1 Magazine. On page 20 there is a picture of a California firefighter with a flag being used as a covering for his face. This is an improper use of a flag, according to title 4, United States Code, Chapter 1, Section 1 and Section 2 and Executive Order 10834: Specifically Section 4: “That no disrespect should be shown to the flag of the United States of America.” Furthermore: Part D: “The flag should never be used as wearing apparel, bedding, or drapery. It should never be festooned, drawn back, nor up, in folds, but always allowed to fall free.”
Matt Ferrara CMSgt [Ret], USAFR
Publisher responds: I agree with you. The flag should not be worn in this fashion, especially by a firefighter. However, there is no evidence this is actually a 'flag' - it could be a clothe with the stars and stripes printed on it such as a bandana - same as the stars and stripes on a bathing suit. It is very possible that this captain had grabbed what he could to help survive the smoke and debris in the air during the hell that they went through. To the best of my knowledge, there are no 'laws' that dictate the use of the flag. There are codes of respect and etiquette that provide guidelines on the use and displaying of the flag.
Thanks for Covering the Beltway Sniper Dispatchers
I just received my copy of the January/February 2003 issue of 9-1-1 Magazine and want to thank you and Nancy Rigg first for caring enough to want to write the article and second for the fine product it turned out to be. I always believed that an article should be interesting, informative, instructive, and accurate. You filled all 4 criteria in grand slam home run fashion. And thanks to Joe Louderback for his efforts to get here to take photos.
Steve Souder, Communications Manager Montgomery County 9-1-1 Communications Center, MD
Kudos on our Salt Lake City Olympic Dispatcher Coverage
Just wanted to drop you a line and tell you what a terrific job you did on the Olympic issue [July, 2002]. As has been said, you keep raising the bar and making our profession shine brighter than ever.
Richard Behr Dispatcher
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