Re: 911:: Staffing, Professionalism, Back-to-basics ( was Venting)

[Guest guest]

Tree that was well said.

Tammy

[Guest guest]

Tree,

<< the media are interested only when the system crashes or when things go

wrong. >

Isn't that the media though with EVERYTHING - the more gloom and doom they

can find the better. I will say though that the dispatcher in Virginia

really got the media's attention in a very positive way -- at least the way

it was portrayed on the news here.

The other " big " one recently is the 83 year old woman in Florida where the

callers had the wrong location -- and the one paper here that I saw had a

blurb on the dispatcher not getting the right location. I guess even the

media doesn't get it that with a cell phone you just have a real hard time

getting a location. The main focus on that article was how wonderful it was

she was found and how well she's doing since then.

And then.......I've heard 2 different blurbs on 911 on KCBS here in the San

Francisco Bay area recently. One started with " if you have an emergency you

might not want to call 911 " and it went on to talk about ONE case where a

woman was on hold (with a cell phone) for 11 minutes waiting to report an

accident. Nothing was mentioned whether or not any other people called in or

not to report the accident -- the CHP recording DOES say words to the effect

that if you are reporting a big accident you may be on hold because other

people are calling in. But the news blurb didn't cover that. One

interesting portion of that blurb had a part that talked about how when cell

phones came out the systerm was set up for X number of cell phones and how in

the past few years cell phone use has escalated, but no adjustments have been

made to the system.

The other part of this -- I think KCBS is doing a series on 911 -- is the

most recently one started out with something like " the California Highway

Patrol can't keep dispatchers " and the focus was on the 911 hangups -- it

didn't go into other issues that can inspire someone to leave. In 's

message her friend talks about pay parity but money alone isn't an incentive

to stay at a job -- just look at the things that people have mentioned in the

past month on the list -- no covered dishes, micro waves moved, on call work

without pay. And no one has really mentioned the occasional prima donna

dispatcher who is better than everyone else and makes sure everyone else

knows it and is so unpleasant to work around. It sounded like if there were

no more 911 hangups everyone would want to work there.

[Guest guest]

In a message dated 8/30/2000 3:53:15 AM Eastern Daylight Time,

gfwebpge@... writes:

<< < the media are interested only when the system crashes or when things go

wrong. >

>>

I don't necessarily think that's true. Yes, like every aspect of society

" problems " with 9-1-1 get headlines. On the same vein " Plane Arrives Safely

at Airport - No Problems Experienced in Flight " isn't going to be front page

news because it is the norm.

The biggest problem with 9-1-1 news is that it tends to be out of balance,

and for that we largely have ourselves to blame. If we don't let them know of

our needs and our successes, who will? There also seems to be a significant

distrust of the media by comm center personnel. How many times has the media

been criticized for " really screwing up that story " when they've had to rely

on third hand information for the " facts " . How many times do they call a PSAP

after hearing a big incident on their scanners to be told " nothing's going

on? " This certainly doesn't breed credibility, or a good working

relationship. Are there problems? Sure! But, IMHO we largely fail to exploit

our unique position in this area. For example, next week I'll be on the

highest rated local drive time talk show to talk about recruiting for 9-1-1.

As a business, I couldn't buy that exposure. All it took was a phone call. If

the media misuses the information we give them, then it's their fault. If we

don't tell them " the rest of the story " as Harvey would say, then,

regrettably, it is ours.

[Guest guest]

well said Barry. We need to help find a balance between shutting out and

managing the media.

Remember the opening at NENA this year? They had Stossel from 20/20 - he

was discussing the media and poor reporting standards among other things. He

said that he gets very little feedback regarding stories that air on 20/20. A

woman in the audience asked if he would do a story on the wireless 911 issues

and he said he would if WE helped him do it (by providing info)

Someone help me up on the soapbox: okay- thanks.... Now here is the test and

CHALLENGE. Write me an e-mail, letter, fax information or 911 hero/horror

stories regarding wireless 911 issues. The commercial side (wireless

carriers) and their inability, unwillingness or dis-interest in making

ani/ali and gps technology a reality and all the wireless 1,2,3 stuff. You

have 2 weeks to get it to me and I will PERSONALLY make sure it gets to Mr.

Stossel at ABC news.

Now a prediction- probably 500 or less console members have made it this far,

they prefer whining over real action or don't have time to read the whole

post. Of the remaining 270 members, I bet (BUT I HOPE I'M WRONG) I'll get

less than 10 responses. As an example, there have been over 100 posts in the

last week under the VENTING topics and very few that are ACTION steps towards

making our profession a better place.

Now, I know we are all busy but please prove me wrong...and while you're at

it, get me off this soapbox. I won't post anything for two weeks on this

topic and will then provide an update.

Thanks to those that made it this far

[Guest guest]

<<snip>>

And no one has really mentioned the occasional prima donna

dispatcher who is better than everyone else and makes sure everyone else

knows it and is so unpleasant to work around. <<snip>.

*sly look* Have you been at our department lately? having that current

problem right now.

Has gotten out of hand and I am NOT looking forward to the conference I am

going to have to have

tomorrow.

annette hallmark

[Guest guest]

Bob,

I don't deserve the credit for this comment -- I think it was Tree -- it was

a very astute statement

<< < the media are interested only when the system crashes or when things go

wrong. >

>> There also seems to be a significant distrust of the media by comm

center personnel. >

Acutally I had my distrust long long ago.

<For example, next week I'll be on the highest rated local drive time talk

show to talk about recruiting for 9-1-1. >

THAT is so cool!!!!!!! Anyway a transcript will be available?

[Guest guest]

>How many times has the media

been criticized for " really screwing up that story " when they've had to rely

on third hand information for the " facts " . How many times do they call a PSAP

after hearing a big incident on their scanners to be told " nothing's going

on? " This certainly doesn't breed credibility, or a good working

relationship<

Very true, the problem is that most smaller agencies do not have

a Public Information Officer... or no one designated to deal with

the media.

Dispatchers are given the responsibility of reading news releases

(usually ill prepared news releases) or just reading " spotty " information

off of call sheets...

I realize that the following would require the media to wait.. but...

Many agencies start making releases before they really have all

the facts needed.

1. The officer making the investigation should be the primary

source for the news release. (with the help of a PIO, if you

have one)

2. Someone from " Command " needs to check the release.

3. Someone other that " Dispatch " should be available to

release the info to the media...

(don't make this " One more thing for Dispatch to do " .

Supervisors in your Comm Center should be available to deal with

the media on questions about Communications... That person can build

good relations with the press... they may be able to help you

in the future.

Weintraut

[Guest guest]

We are a smaller agency. We do not have a person given the title of PIO,

but..the

city does have a " press person " . She is VERY Police friendly, and makes an

effort

to get positive stories out for both the city and the PD. Dispatch has one

CARDINAL rule in regards to media : We know Nuthin! We are not allowed to say

anything to media. No one in the department makes ANY kind of statement without

prior approval of the Chief. One officer, who spoke to a TV crew on our very

highly praised community service project for juveniles, ended up spending a week

as booking officer because he did not clear this with the Chief. So, the only

thing that happens to dispatch, is we get to answer the phones when the news

people call...but the standard answer is " Everything is fine, nothing at all

happening "

Freida

wrote:

> Very true, the problem is that most smaller agencies do not have

> a Public Information Officer... or no one designated to deal with

> the media.

>

> Dispatchers are given the responsibility of reading news releases

> (usually ill prepared news releases) or just reading " spotty " information

> off of call sheets...

>