Firefighters In Pursuit Of Resiliency History Lives On FPDS v6.0 brings Acknowledging stress is Haleyville will always be more tools to dispatch first step in comeback home of first 9-1-1 call The International Academies of Emergency Dispatch November | December 2013 THEJOURNAL JOURNALOF EMERGENCY DISPATCH Pond Jumping NAVIGATOR rallies U.K., European dispatchers iaedjournal.org NEW v6.0 update get the right information. ProQA® Paramount structured calltaking means all the right information is gathered. at the right time. Faster calltaking time means shorter time to dispatch. to the right people–every call. That means faster, safer responders and safer communities. www.prioritydispatch.net | 800.363.9127 2 THE JOURNAL | iaedjournal.org g columns 4 | Contributors NEW v6.0 update 5 | Dear Reader get the right information. 6 | President’s Message NOVEMBER·DECEMBER 2013 | VOL. 15 NO. 6 7 | Quality Assurance 8 | Ask Doc 10 | Academy Research 11 | Customer Service ProQA® Paramount structured 12 | Headset Confessions calltaking means all the right information is gathered. 46 | Retro Space at the right time. g industry insider 13 | Latest news updates Faster calltaking time g departments means shorter time to dispatch. BestPractices 18 | ECNS 19 | FAQ to the right people–every call. 20 | NAVIGATOR Rewind features 22 | ACE Achievers 24 | Resiliency OnTrack Developing tools to bounce back from work- 34 | Medical CDE related stress at the communication center MPDS pays close attention to challenge of consciousness. That means faster, safer responders receives highest priority. and safer communities. 38 | Fire CDE 30 | Across The Pond Fire calls can get tricky in a hurry. No matter the style of delivery, UK and Euro YourSpace NAVIGATORs focus attention on education, 41 | Last Call information, research, and the access to 42 | Stork Stories networking among peers. 44 | CPR www.prioritydispatch.net 800.363.9127 The following U.S. patents may apply to portions of the MPDS or software depicted in this periodical: 5,857,966; 5,989,187; 6,004,266; 6,010,451; 6,053,864; 6,076,065; 6,078,894; 6,106,459; | 6,607,481; 7,106,835; 7,428,301; 7,645,234. The PPDS is protected by U.S. patent 7,436,937. FPDS patents are pending. Other U.S. and foreign patents pending. Protocol-related terminology in this text is additionally copyrighted within each of the IAED’s discipline-specific protocols. Original MPDS, FPDS, and PPDS copyrights established in September 1979, August 2000, and August 2001, respectively. Subsequent editions and supporting material copyrighted as issued. Portions of this periodical come from material previously copyrighted beginning in 1979 through the present. THE JOURNAL | November/December 2013 3 contribut KEVIN PAGENKOP TRACEY BARRON JOHN FERRARO COLLEEN CONRAD BRETT PATTERSON An emergency communications Tracey joined the IAED™ after John is the executive director Colleen is deputy director over Brett is an Academics & manager, Kevin is a regular spending nine years with at West Suburban Consolidated Operations for SLC911. Colleen Standards associate and contributor to a number of EMS the ambulance service as a Dispatch Center in River Forest, is responsible for the day-to- Medical Council of Standards publications. With a background paramedic, EMD, dispatcher, Ill. He has been involved with day operations of the bureau, as chair for the IAED. His role o in quality assurance and and education manager. While public safety communications well as many other duties. She involves training, curriculum, instruction, he is passionate Tracey still teaches EMD, since 1993. Previously, he assisted in the consolidation of protocol standards and rs about improving the standards the majority of her time is worked at DU-COMM and fire and police dispatch offices evolution, quality improvement, and training required for spent working with European Northwest Central Dispatch and the move to the city’s new and research. He is a member emergency telecommunicators. agencies on research projects System, both in Illinois. John Public Safety Building. She was of the IAED College of Fellows Kevin is a frequent conference using the protocols developed teaches EMD-Q® for Priority the project manager for the and Rules Committee. Brett speaker, a certified ENP, and an by the Academy. Dispatch® and ETC courses at implementation of PPDS®. She became a paramedic in IAED ED-Q™ instructor. Harper College in Palatine, Ill., has worked for Salt Lake City 1981 and began his EMS 10 | ACADEMY RESEARCH and has enjoyed presenting at since 1982. communication career in 1987. 7 | QUALITY ASSURANCE NAVIGATOR since 2005. Prior to accepting a position 12 | HEADSET CONFESSIONS with the IAED, he spent 10 years 11 | CUSTOMER SERVICE working in Pinellas County, Fla. 19 | FAQ JIM MARSHALL DR. LORI GRAY JIM LANIER JORDAN SEBRESOS Jim, a certified EMDR therapist Lori is a registered clinical, Jim is the Alachua County Jordan is an instructional (M.A. Clinical Psychology), forensic, and rehabilitation Sheriff’s Office (Fla.) technical designer and technical writer specializes in 9-1-1 mental psychologist. She strives to services division manager. He for Priority Dispatch Corp.™ health and treatment of tackle the issue of trauma from has been involved with public Jordan earned a master’s traumatic stress. Jim is director multiple angles through her safety since 1984. Jim is an degree in instructional of the 911 Training Institute work with first responders (e.g., EMD, EFD, ED-Q instructor, IAED technology and learning from and co-founder of the 911 paramedics, firefighters, police College of Fellows member, Utah State University. He Wellness Foundation. Since officers), trauma victims, and has served on various boards, has worked in the training 2005, he has trained more than criminal offenders. Lori has and is a regular contributor and industry for close to eight 2,500 telecommunicators in received several awards for editorial board member of The years, and has been designing management of PSAP stress her work. Most recently, she Journal. emergency dispatcher training and call-related trauma. Jim is received the Odyssey Award for almost four years. Most 28 | RESILIENCY co-chair of the NENA Working for distinguished early career recently, Jordan completed Group on Acute, Traumatic, and achievement. the v6.0 update of all the EFD Chronic Stress. curriculum. 27 | RESILIENCY 25 | RESILIENCY 38 | FIRE CDE 4 THE JOURNAL | iaedjournal.org g DEARREADER INTERNATIONAL INTERNATIONAL OFFICES ACADEMIES OF AUSTRALASIAN OFFICE EMERGENCY DISPATCH 011-61-3-9806-1772 What Stresses 110 South Regent Street, Suite 800 CANADIAN OFFICE Salt Lake City, UT 84111 USA 1-514-910-1301 USA/Canada toll-free: 800-960-6236 EUROPEAN OFFICE You Out? Intl/Local: 801-359-6916 011-43-5337-66248 Fax: 801-359-0996 ITALIAN OFFICE www.emergencydispatch.org 011-39-011-1988-7151 [email protected] Try a positive spin MALAYSIAN OFFICE 011-603-2168-4798 U.K. OFFICE 011-44-0-117-934-9732 Audrey Fraizer, Managing Editor IAED JOURNAL STAFF COMMUNICATIONS | CREATIVE DIRECTOR GRAPHIC DESIGNER Kris Christensen Berg Reeding Roberts MANAGING EDITOR PRODUCTION MANAGER | SENIOR DESIGNER Audrey Fraizer Jess Cook TECHNICAL EDITOR WEB | MULTIMEDIA MANAGER o, what causes you stress? the waves off Lake Michigan, for Brett A. Patterson Erwin Bernales SENIOR EDITORS WEB DESIGNER For me, the coming example. They are captivating to Mike Rigert Jason Faga James Thalman WEB SPECIALIST of winter is a stressor and watch, reminding me of sitting at COPY EDITOR Devin Paulsen S Heather Darata although that may sound rather an ocean shore and waiting for INTERNATIONAL TRANSLATORS ASSISTANT EDITOR Ammar Almshab Cynthia Murray Ana Corona shallow—considering the really hor- Godzilla to appear. Any given Giuditta Easthope SENIOR DESIGNERS Corike Nuibe rific stuff to pick from—it’s a time wind speed builds higher waves Chris Carr Nadine Schick Lee Workman Sara Scott Carolyn Turcotte of year that requires a concentrated in the winter, and these cliff-like effort to think positively. waves average about 4 to 8 feet BOARDS & COUNCILS ACCREDITATION BOARD CHAIR Jaci Fox (Police/EPD Board) This winter’s outlook—and high, although waves of 18 feet Brian Dale Susi Marsan (ETC) I took my first peek at the Farm- or greater are not unusual. ALLIANCE BOARD CHAIR RESEARCH COUNCIL CHAIR Keith Griffiths Tracey Barron ers’ Almanac forecast way back This is one of the contrasts CERTIFICATION BOARD CHAIR STANDARDS COUNCIL CHAIRS Pamela Stewart Brett A. Patterson (Medical/EMD) Gary Galasso (Fire/EFD) in July—is calling for the “Days between the Midwest and West: CURRICULUM COUNCIL CHAIRS Tamra Wiggins (Police/EPD) Victoria Maguire (Medical/EMD Board) of Shivery.” Below-normal tem- water cliffs vs. rock cliffs—but they Mike Thompson (Fire/EFD Board) peratures will cut a frigid swathe both offer a way to reconnect. ACADEMY STAFF through states east of the Conti- Mountains rimming Salt PRESIDENT COMMUNICATIONS DIRECTOR Scott Freitag Kris Christensen Berg nental Divide to the Appalachians, Lake City provide an ideal win- ASSOCIATE DIRECTOR | USA DIRECTOR OF EUROPEAN RELATIONS Carlynn Page Tudy Benson north and east through New Eng- ter stress buster, and the dry ASSOCIATE DIRECTOR | U.K. DIRECTOR OF INTERNATIONAL RELATIONS Beverley Logan Amelia Clawson land. The coldest temperatures air does seal our reputation for ASSOCIATE DIRECTOR | AUSTRALASIA MEMBERSHIP SERVICES MANAGER Peter Hamilton Arabella VanBeuge will be over the Northern Plains on champagne snow. Our Rocky ACADEMICS & STANDARDS ASSOCIATE Brett A. Patterson east into the Great Lakes. Over the Mountain light, dry snow makes roughly identical areas the Midwest tough packing for snowballs and COLLEGE OF FELLOWS CHAIR UNITED STATES and the Great Lakes, Farmers’ Alma- snowmen but what it lacks in Marc Gay, Chair Bill Auchterlonie (KS) Robert Bass, MD (MD) nac weather seer “Caleb” predicts water content creates a skier’s AUSTRALASIA Christopher W. Bradford (FL) Frank Archer, MD (Australia) Geoff Cady (CA) lots of snow.