For example, we’ve implemented Text to 911, integrated functionality to improve location accuracy for our wireless callers, which make up about 80 percent of our call volume, and have changed out our call taking protocols in response to caller frustration with repetitive detail verification questions. We now use Criteria Based Dispatching (CBD), which enables a more common-sense interviewing approach for call takers. We have found that CBD decreased caller frustration and shortened our call to dispatch times. What is the biggest challenge that the OUC faces.
Balancing perception vs reality
Hands down! Last year DC911 handled 1.5 million 911 calls and dispatched almost one million police, fire, and EMS events. Of those calls, we received 30 complaints about our performance. Looking at that Angola Email List workload, that’s only about .002 percent of our total call volume. Of course, our goal is zero complaints, and with full consideration for those affected by our underperformance in those instances. Let’s be clear, that the reality is that the OUC is doing a phenomenal job. What I see is sometimes elements of call taking and dispatching are often misunderstood and then magnified by people from outside of the industry.
The public should feel confident
In the OUC and the bottom line is that our performance demonstrates that. Is Post-traumatic stress disorder (PTSD) an issue at your center? 911 centers across the nation are facing this issue. and my friend and colleague Dave Mulholland, Director at Arlington, VA 911 is working hard in thistraining for businesses is: Should you show appreciation to someone who isn’t Singapore Lead performing well? Tension exists in the world of recognition, appreciation and employee engagement, and there are different opinions on the relationship between an employee’s performance and recognizing them. Should you recognize an employee if they aren’t doing well in all areas of performance? Is appreciation independent of performance? To address the issue, I think we need to keep two foundational principles in mind.