| Frank Cowan |
SROVT for Dispatchers
| Training Tactics is a guest column about public safety dispatch training issues. |
| Frank Cowan is an Instructor/Public Information Officer with the California Specialized Training Institute, a branch of the Governor's Office of Emergency Services. A veteran of 21 years of radio and television broadcasting, Cowan is also a volunteer with the San Luis Obispo County (CA) Search & Rescue Team, and is on the Editorial Board of 9-1-1 Magazine. For more information on CSTI and its training programs, contact (805) 549-3535, or direct your Internet web browser to http://www.csti.org. |
This article can be found on
page 100 of the Nov/Dec 1997
issue of 9-1-1 Magazine.
Gordon Graham, the great CHP Lieutenant and trainer, uses a standard to which all trainers should pay attention: Standardized, Realistic, Ongoing, Verifiable Training (SVORT). Regardless of your agency, profession, or job, SROVT is the standard by which future consequences and outcomes will be measured.
In this column, we'll look specifically at training for the heart and soul of public safety: the dispatcher. We'll look at adult learning methods, techniques, SROVT, and some surprises.
When designing training, developers usually ask what "outcomes" are desired. The training is then designed to produce the results expected. For dispatcher training, we have to ask the dispatchers what they would like to see, then ask the agencies (supervisors) what they would like. Often the two are quite different. A program that can satisfy both is ideal.
Tools such as needs assessment surveys, research, and observing current training and very helpful. These tools supplement one-on-one, person-to-person research: asking questions and listening.
Once subject material and outcomes are determined, the method by which the material is delivered must be developed. In the adult learning model, a large percentage of the delivery method is usually interactive, using breakout sessions, team projects, and "hands on" lab sessions with a bare minimum of pure lecture. For most adults this kind of training is most enjoyable, and dispatchers (we thought) are no different.
In practice, what we found is that dispatchers don't seem to mind long periods of sitting and listening (to a good trainer). Think about it - dispatchers are used to sitting...and listening....and talking. Do they still like breakout sessions? Absolutely. Do they like to listen to actual dispatch tapes and discuss how the calls were handled? Absolutely. Do they learn effectively that way? Absolutely.
A good mix of audio, video, and slides and other visuals is important. Group participation emphasizing questions, and even challenges, should be welcomed.
A good trainer concentrates on the target group attending the training. Knowing the personality traits and work environment, learning styles and other considerations specific to any group is critical. Training programs for dispatchers must take these factors into consideration.
Along with another former public safety dispatcher, I developed a two and one-half day seminar/workshop for dispatchers several years ago. We realized that much more training was needed than the "on the job" sessions many dispatchers were receiving. Since that time, many states have instituted "dispatcher academies" of two weeks or more of basic training. Many agencies have even offered continuing training.
The California Specialized Training Institute's "Public Safety Dispatcher in Emergency Management" seminar continues to focus on "the big ones" events outside the normal realm of incidents handled by dispatch. We also include topics we felt would be of interest, based on our own experience; topics such as Critical Incident Stress, Hostage/Suicide Calls, Hazardous Materials, and High Risk Law Enforcement Tactics.
Want a challenge? Have a topic on dealing with the media. No subject has generated as much hostility. The trainer we found to deliver this subject is a dispatcher who has a background in television news. She does an excellent job of presenting the issues. The difficulty has been the acrimony and bitterness exhibited by participants who have had very unpleasant experiences with the media. We have discovered that the dispatchers don't necessarily have a media problem, they have an agency problem. Their agencies are not dealing with the media response to incidents by providing a Public Information Officer team to handle phone inquiries. We still plan on discussing the subject - if only to let the dispatchers vent.
We added some of those topics based on the comments of participants, plus what we saw as contemporary issues in the dispatch community. We have had an excellent mix of law and fire dispatchers attend the semi-annual course, held in the north and southern part of California.
In developing ongoing training we need to know if dispatchers need a "how to work the radio" course or do we need training on communications skills? More than most of us, dispatchers must exhibit a mastery of communications skills. Dispatchers communicate with citizens, officers/firefighters, themselves and their agencies. It is what they do.
Standardization is an excellent concept. But, not all agencies operate in exactly the same manner. A good training developer will carefully examine the topics that can be taught in a standardized manner and blend in subjects that are particular to each agency.
The skills of listening, speaking and the perception and communication of information are at the heart of the job. Although important, dealing with the stress and other issues is at the periphery.
