Kevin Willett's article on customer service (May/June, 1997) really motivated me to finish something I had wanted to do for years. I started two new programs this year that have been really successful.

The first program is a letter sent out to juveniles playing with 9-1-1. When we receive a 9-1-1 call from a residence and determine it was a juvenile playing on the telephone we send a letter to the house. The letter encourages the parent to educate the child on the proper use of 9-1-1 and not to punish them for being curious. It also encourages them to contact the Comm center for any questions or for a tour. A brochure outlining the beginning of 9-1-1 and the proper use of 9-1-1 is also included. The response has been great. We've had parents call to thank us for the information. I'm just starting on a program to follow up with repeat households.

Pacific Bell provided the funds for the supplies needed for the second program. We went into every public/private 2nd grade classroom in our jurisdiction (12 schools and 49 classes) and taught them the proper use of 9-1-1. The program was 40-55 minutes long. It consisted of a video, question-and-answer period, a couple games, and several handouts to take home. The teachers and students thought it was great. I really think this helped them see dispatchers as individuals and real people. Eight dispatchers gave up their free time to teach these classes. Next year the program will be expanded. The PR dept is going to take it over. They are getting a van that has telephones inside, so the students can practice dialing 9-1-1. And hopefully the dispatchers will be reimbursed for their time.

Thanks again for the information.

Michelle Bailey
Fairfield Police, California

Stress in the Comm Center

I just read Chief Eller's column on dealing with stress from a dispatcher's point of view in the July/August 1998 issue.

I am an Inspector with the New Zealand Police and am currently responsible for a shift in the Central Communications Centre in Wellington. We receive all emergency 1-1-1 calls for the lower part of the North Island, which covers a population of about 1 million people. We are also responsible for the dispatch of all police patrols within that area.

I was particularly interested in Chief Eller's article, as the continued performance of a dispatcher is vital throughout a stressful situation. I have been on duty when officers have found themselves in the midst of serious assaults, and it is very evident that these incidents affect the staff within the Centre. I provide critical incident debriefs immediately following a major incident. The New Zealand Police also have a very good welfare service that is made available to staff in situations such as those Chief Eller mentioned. I believe it would work in much similar ways to Brookhaven's Critical Incident Stress Team.

Although the stress that dispatchers and calltakers find themselves under is vastly different from that the field staff suffer, the effects to the Police are the same. I agree 100% with Chief Eller that immediate steps need to be taken to avoid the pain and suffering, which in many cases lasts for several years if not dealt with sooner rather than later.

I am very mindful of the welfare responsibilities associated with my position, and ensure that staff take suitable breaks during the 10-hour shift. This enables them to distance themselves from ownership of any major incidents that may be occurring within their dispatch area, and this goes someway to alleviating the stress that goes with the incident.

I am always pleased to read that police managers such as Chief Eller are concerned, not only with the welfare of patrol staff, but to all staff who are involved, although indirectly, with a particular incident. This goes a long way to keep morale high, and I congratulate Chief Eller on his attitudes on the subject.

B. R (Brett) MacGibbon
Central Communications Centre
Wellington, New Zealand