Print This Post
When Things Don’t Go Right
9-1-1 in the News, News | Jerry | January 18, 2010 at 9:46 am
Earlier this month, Jeff Rosen, an NBC “Today Show” reporter, discussed his findings after conducting a three-month long investigation, involving what NBC dubbed as “a dangerous flaw” in America’s 911 dispatcher training system. PowerPhone’s Director of Technical Development, Jerry Turk, comments on the backlash from the report, and reiterates the importance of consistent and current 911 training in emergency communication centers, and the dedicated, often recognized, service that 911 dispatchers provide daily throughout this nation.
Last week, several media outlets ran stories about a sad event that occurred in Texas in October 2007 when a young child died after becoming entangled in a soccer net. During the call to 911 the child’s mother asked for assistance to help her son while responders were en route. The media interest in this case relates not only to the tragic outcome but also to the absence of any pre-arrival assistance being rendered, and the fact that in many parts of the U.S.A there are still no statutory requirements for 911 dispatchers to receive emergency dispatch training in life saving skills. Later the same day this story broke, another news outlet suggested the public shouldn’t expect too much from 911 dispatchers as they weren’t paid enough and the best way to protect those around you in a crisis such as cardiac or respiratory arrest, was to go and attend a CPR course. Of course the crisis communications training skills learned have to be remembered for months, possibly years without reinforcement and when called upon to act, the rescuer has to remain calm in a situation they may have never confronted before!
In one public safety on-line bulletin boards that I saw a few days later, there were a few indignant comments that such a negative views of the service was being given air time when the number of bad calls is just a small fraction of the total demand. Now the melee appears to have passed and the debate consigned to history. Similar outpourings have happened before and I’m sure it won’t be too long before the next one occurs.
The 911 dispatchers should not be afraid of criticism. They should be justifiable proud of the service they provide. 911 has evolved constantly since that first call back in 1968 and without doubt, everyday lives are saved as a direct result of 911 dispatchers and call handlers working beyond the public’s gaze. However, that pride should not be allowed to lead to complacency and situations when events raise questions should be regarded as opportunities to learn and improve. Of course, retrospective action cannot undo tragedies but in the same way that an athlete is only as good as their next event, 911 is only as good as the next call. It should never shy away from asking, “what can I do better”. Is the 911 dispatch training right? Are the emt protocols right? Is the organizational structure right? Even if things seem OK, can they be improved? Continuous monitoring of performance has to be as much part of everyday duties as answering calls and dispatching responders. I hope that the outcome of this particular case is that everyone involved is willing to be open to consider how things might be handled differently if a similar situation happens in the future. The alternative is that people will instead become embroiled in avoiding litigation fallout, thereby risking a repeat occurrence.
During 911 training, dispatchers are taught the concept of Inverted Visualization where the operator tries to obtain a frame of reference based upon the responders viewpoint. Evaluation of performance should be conducted from a similar perspective with the frame of reference based on how the public views the service. If after reviewing the outcome of a call, an action that raised questions was justified, even though to the reasons why may not be publicly apparent; the reasoning should be communicated. If on the other hand it does raise questions, form a plan and consider change. 911 dispatch centers are, after all, here to serve.
Click below to watch the “Today Show” segment
Visit msnbc.com for breaking news, world news, and news about the economy
Tweet This
Facebook
Digg This
Save to delicious
Stumble it
Jerry- What an interesting and insightful post! The tragedy that occurred to this mother in 2007, most certainly could have been avoided. Unfortunately, it often takes tragedies such as these for society to recognize the need for a change. As dispatchers, we can never underestimate the importance of the question, “How can I improve?” By constantly questioning our abilities, and challenging our reactions to each scenario; call handling, can and will, improve with each life-threatening emergency.