Way to go OUC!!!!

[rescuedude]

Here's another shining example of our wonderful OUC @ work!!! Stay safe out there!!

http://www.wtop.com/?nid=41&sid=2285431

[ROCKETDriver]

After listening to this, I am totally convinced that alot of our Calltakers and Dispatchers haven't got a clue! This was a classic example of why they should have some Firefighters and Police Officers working at Communications again. Firefighters and Officers that run these streets all day would have known where this person was just from the convo on the phone and wouldn't have had to try and rely on a damn computer to tell them. Instead of asking for some help after the initial log in, she continued to tell the people they wasn't where they said they were. Another thing, why do we have a Fire Liaison Officer there if he can't intervene on dispatch/calltaking decisions? He's sitting right there and instead of the dispatcher or calltakers asking for some help on certain situations they just do whatever that computer tells them to do. Sometimes you have to use "Commonsence"! Communications says this was a glitch in the system (yeah ok, more like Operator Era!). But, when we are dispatched to the wrong location or if the call gets put in for 1106 Shephard Street NW but theHeart Attack or House is BURNING at 1106 Shephard Rd NW (which we know theres no 1100 blk of Shephard St NW), it's the Firefighters fault for going to the wrong location! The Fire and Police Depts. need to take it back over. I will say that you do have a "Handfull" of decent calltakers and dispatchers up there. The rest can answer 411/DPW calls for me.

[Brooks]

Automate as much of the system as possible.

When someone calls, let the computer answer. As soon as someone says "ambulance", "sick", "hurt", etc. send the closest Ambulance and Medic unit. This could happen within 10 seconds for 90% of the callers.

Have some technology, like a phone, to let the field units listen to the caller as soon as possible.

Bring in an OUC call-taker ASAP to 1) find the address when ALI doesn't work. 2) determine if there is a hazard at the scene 3) determine if we need to quickly send a fire engine 4) determine what other resources are necessary 5) determine if the Medic unit can be cancelled enroute

With an Ambulance and a Medic Unit dispatched within 10 seconds, there'd be very little need to send other stuff a minute later, for most calls.

A similar program could be used for fire calls:

Send an engine as soon as the computer hears "fire" "alarm" "bells" "smoke" etc.

Get the calltaker on, and give him 30 seconds to prove that it *doesn't* deserve a triple local. Like a dead-man's switch, if he does nothing, after 30 seconds, the computer fills out the local alarm.

Get the call taker to determine if additional resources need to be sent (Box Alarm, Technical Units, etc.)

Automate the dispatch process as much as possible as well.

Stress kills. Listening to poor speakers over bad speakers in a firehouse, and knowing that someone's life may depend on it, is stressful. Listening to the main channel is fine -- get a portable. Otherwise, the stations should be quiet unless a unit from that house is being dispatched. All this goes double for the house bells. With a computer-based system, dispatching for each unit could be customized.

"Truck. Box Alarm. Second Due. 1234 Main Street Northwest. Four Story Apartment Building. Ordinary Construction. 'Smoke'. 'Fire'" All of these bits of information could be gleaned automatically by a computer (with access to a database of buildings) More can be added later by humans.

"Engine. Single Local. First Due. 567 Apple Street Northeast. Two story commercial office. Fire Resistive, Sprinklered. 'Alarm Bells'"

"Local Alarm. Engine 21 Second Due. Engine 28 Third Due. 890 Z-Zulu Street Northwest. 1 Story grocery store. Noncombustible, Sprinklered. 'Smoke'"

[HOOKMAN]

Hopefully OUC won't type in any block number of "ShepHARD" St...:confused:

[dcfdsid]

It took me all of 14 seconds and a $14.00 ADC mapbook to know exactly where this was and I have never even heard of North West DC.

Sometimes you just have to be smarter than the computer.

Sid

[Brooks]

Sid, even the worst employee is smarter than the computer. However, the best employee is not as *consistent* as the computer. Leave the smart stuff to people, and the dumb stuff to computers.

[Hydro Engineer]

That dispatcher should be terminated on the spot!!!!!:mad:

[ret Lt for life]

I never remark to any of the threads on here but I decided to for this one.

The problems at the Office of Unified Communications comes down to Training, Experience, Technology and Hiring Standards.

Training; There is no day to day training. Just as fire companies are required to perform daily drills, so should OUC. Mayday, Failsoft, What should they do when they run out of Operation TGs. Mutual Aid in the city or out. etc. For too long dispatchers have let the computer tell them how to do their job. The computer is a tool to help you do your job. If dispatchers had the proper level of training, they would have the confidence to make the necessary change prior to dispatch. Every dispatcher should be APCO certified with continuing education.

Experience; When companies train in the field, members from OUC should participate. Why use a BFC or a FF to act as a dispatcher. Let the dispatchers be dispatchers during drills. The dispatcher gets experience and feedback. They get a better idea of what we want. It is a win win. When Mike Rielly, Chris Jordan and I and many others dispatched, we brought experience to the floor. We knew what chiefs wanted even before they requested because we listen to the fireground. When the CAD crashed, we knew what companies to dispatch on any assignment. Experience.

Technology; Thanks to Chief V we are actually in decent shape. Brooks is correct in some of his comments. But it comes down to getting OUC to buy into it. They were suppose to buy a new station alerting system 3 years ago and well it is stuck in some radio shop limbo. I participated in a study of all call centers in the capitol area recently. DC actually had the very best call taking time to dispatch. But we know not all dispatches are correct.

Hiring Standards; For too long, DC has been using the OUC as means to get people off welfare. Hiring standards should be at the very least in line with our neighbors. APCO spells out minimum hiring standards and training. It should be followed.

When I created the Fire Liaison position at OUC, it was met with much resistance from the leadership there. If I had my way then, all calls would "filter" though them. They would view the nature and the notes and make sure it is "coded correctly". The officer in that position should be seasoned. Then the dispatcher would dispatch. It would add some seconds but it would be the correct dispatch and that may save seconds.

Obviously, I could have expended on any of the above and listed more info and details but I hope I got the message across.

My 2 cents after 30 years in the fire department and 20 years there.
And I will not be posting 1600 times.

John

[NorthSTAR]

I swear I know this guy from somewhere

[getto boss]

I swear I know this guy from somewhere




Yeah, So do I!!:D AMEN LT!!

[Chief410]

Johnny D, you are correct in some of your communications. When you guys worked at Fire Communications on McMillan Dr, we had fun, we knew the job, and we covered each other back. We had internal drills, such as brining down the CAD and working off of paper. Dispatchers would go out and do a ride along with each pce of apparatus, and they loved and learned it. That was then! I'm not buying into your statement of getting folks off of welfare in DC, as you, we and I all know that most of the dispatchers now, lie about where they live. They still use addresses in DC, but live in MD or VA. The real issue is from the Director, to the new Operations Manager for Fire, (last name end in Bucksell), are only in it for the title and money. They have never commanded a turd, which means that can not command the OUC. For the Director to say the call taker did a great job, is just stupid. Mr. Phill M should request a hearing requesting Resumes for the top guys and girls and if they do not qualify, then they should not be confirm. The other issue, they have these made up tiltles FLO and ELO, who are just causing DC tax payers money. If they failed to assist with the MVA, on Military Rd, then they will fail on all other issues. Your Requirment of having calls go through one of the FLO and ELO's, would cause nothing more than an injury and/or death. With that being said, yes they need training, and I'm not sure if they are trainable people up there, they are like robots.

[Candyman]

The other issue, they have these made up tiltles FLO and ELO, who are just causing DC tax payers money. If they failed to assist with the MVA, on Military Rd, then they will fail on all other issues.

The FLO and ELOs didn't fail during this incident. The call taker never informed anyone of the issue she was having in finding this location. The FLO and ELOs can't be a part of an incident if they are not made aware of it. If she had asked the FLO or one of the ELOs for assistance they could have helped her, but she never contacted them.

[Chief410]

Candyman: Well, she did in fact fail in her duties and corrective and/or adverse action should be taken. Regarding the FlO/ELO's, if they are going to remain at the OUC, they should be directed to hold some type of training classs for all those who engage in Fire and EMS call taking and dispatching. The operations girl does not have a clue on the work-around of a large dispatch center nor does the new Director. That job is not hard, it's not like their are out loading and un-loading bricks. Local 36 should mandate this as well.

[kyser sose]

"Regarding the FlO/ELO's, if they are going to remain at the OUC, they should be directed to hold some type of training classs for all those who engage in Fire and EMS call taking and dispatching."

It's my understanding that the FLO's conduct a drill with the dispatchers every Friday.

[Candyman]

"Regarding the FlO/ELO's, if they are going to remain at the OUC, they should be directed to hold some type of training classs for all those who engage in Fire and EMS call taking and dispatching."

It's my understanding that the FLO's conduct a drill with the dispatchers every Friday.

That is correct.

[Candyman]

Candyman: Well, she did in fact fail in her duties and corrective and/or adverse action should be taken. Regarding the FlO/ELO's, if they are going to remain at the OUC, they should be directed to hold some type of training classs for all those who engage in Fire and EMS call taking and dispatching. The operations girl does not have a clue on the work-around of a large dispatch center nor does the new Director. That job is not hard, it's not like their are out loading and un-loading bricks. Local 36 should mandate this as well.

Check your PM's as I sent you a reply to this there.

[TaskForce]

Rather than beat the horse sommore, I'll post what I brought up a couple years ago in this thread (http://www.thewatchdesk.com/forum/showthread.php?t=38568):

Gentlemen, I get your frustration with the situation, and agree that change is needed. Throwing firefighters at the problem isn't the answer. Read what I posted again.

Get the fire communications aspect out from under OUC and put it back under the fire department. Everything you've listed as a problem (and they are problems, I don't disagree with you) are because of:

1. Personnel at OUC who don't care.
2. Personnel at OUC who aren't trained and retrained, both in fire communications, and fire-rescue/EMS operations.
3. OUC's director being a political appointment. Quintana had no prior experience in emergency service, or specifically public safety communications, before her appointment.

Go around your station (or any fire alarm office with sworn firefighters). Ask any of them if they can explain:
1. What a PSAP is.
2. What trunk is (telephone, not radio).
3. What a CALEC is.
4. What phase of E-911 DC is in.
5. Theories in VoIP.
6. What crosspatching on a Centracom is.

Then go to any fire alarm office with dedicated fire dispatchers (FDNY, LA Co, CA, St. Louis Co, MO), and ask them if they know:

1. Engine/Wagon concept
2. Difference between truck/tiller/tower
3. What types of emergencies are BLS, and what types are ALS
4. The things that make a quint, a quint (yes, I know DC ain't got none).
5. Different considerations btwn crashes on residential, arterial, and high speed roads.
6. Why you pull a 1.75" on some fires and 2.5" on others.

Make sense?

[Chief410]

TaskForce, while I agree with most of you wording, I'm not 100% sold on a Telecommunicator being an ENP, which you may be. The basic skill set for a Telecommunicator is to listen to the caller, enter the correct information, assigned the best possible dispatch code, give pre-arrival and post dispatch instructions (if needed) and send the event to dispacth. These below questions are for Directors. Again, at the end of the day, the only way to improve the OUC, is to remove the Director and the Bucksell and start new. The only worry is that she will Cry Cry and Cry. They are two idiots and should not be managing anything. If they are kept in place, it will get worse.
1. What a PSAP is.
2. What trunk is (telephone, not radio).
3. What a CALEC is.
4. What phase of E-911 DC is in.
5. Theories in VoIP.
6. What crosspatching on a Centracom is.

[TaskForce]

TaskForce, while I agree with most of you wording, I'm not 100% sold on a Telecommunicator being an ENP, which you may be. The basic skill set for a Telecommunicator is to listen to the caller, enter the correct information, assigned the best possible dispatch code, give pre-arrival and post dispatch instructions (if needed) and send the event to dispacth. These below questions are for Directors. Again, at the end of the day, the only way to improve the OUC, is to remove the Director and the Bucksell and start new. The only worry is that she will Cry Cry and Cry. They are two idiots and should not be managing anything. If they are kept in place, it will get worse.
1. What a PSAP is.
2. What trunk is (telephone, not radio).
3. What a CALEC is.
4. What phase of E-911 DC is in.
5. Theories in VoIP.
6. What crosspatching on a Centracom is.

Chief, the fact that you know what an ENP is suggests to be you are knowledgeable about both sides of the radio, which I can respect. Yes, I am a dispatcher, fire and EMS only, for 11 years. Yes, I am a firefighter as well. In my professional job, I'm a Lieutenant at communications. In my off time, in my community, I work the other side of the radio. You used the terms 'dispatch code' and 'post dispatch instruction' also suggests to me that you are familiar with NAED, which I think it a giant step backwards in our profession, especially on the fire side.

What I would submit is there has to be a medium somewhere in the middle. The automatic reaction when someone like this girl from OUC in the Military Road mess causes a serious threat to safety is to think putting firefighters or police officers or paramedics at communications is the answer. But for as many examples of civilian dispatchers acting badly, we can show an equal amount of sworn service personnel doing the same things in just as big of a muck up.

What's the answer? I'm not sure, nor am I qualified to decide definitively. But I am sure that OUC has been a big failure, and that fire and EMS communications should be back under the command of FEMS. Teddy K's bio on OUC's website shows he is a COMM-L, which is nice, I suppose. But there's nothing there to suggest he has any line dispatching experience and/or fire/EMS field experience. That should send up all kinds of warning flags.

Be safe.

[Chief410]

Chief, the fact that you know what an ENP is suggests to be you are knowledgeable about both sides of the radio, which I can respect. Yes, I am a dispatcher, fire and EMS only, for 11 years. Yes, I am a firefighter as well. In my professional job, I'm a Lieutenant at communications. In my off time, in my community, I work the other side of the radio. You used the terms 'dispatch code' and 'post dispatch instruction' also suggests to me that you are familiar with NAED, which I think it a giant step backwards in our profession, especially on the fire side.

What I would submit is there has to be a medium somewhere in the middle. The automatic reaction when someone like this girl from OUC in the Military Road mess causes a serious threat to safety is to think putting firefighters or police officers or paramedics at communications is the answer. But for as many examples of civilian dispatchers acting badly, we can show an equal amount of sworn service personnel doing the same things in just as big of a muck up.

What's the answer? I'm not sure, nor am I qualified to decide definitively. But I am sure that OUC has been a big failure, and that fire and EMS communications should be back under the command of FEMS. Teddy K's bio on OUC's website shows he is a COMM-L, which is nice, I suppose. But there's nothing there to suggest he has any line dispatching experience and/or fire/EMS field experience. That should send up all kinds of warning flags.

Be safe.

TaskForce, I agree 100% with you. Mr. Teddy, or Ingrid should have nothing to do with that place. Just to enlighten you on the both of them, Teddy is a has been OCTO contractor with 0 base knowledge of a truly (which OUC is not), based EOC. I will give him credit on the radio side. For the Op's girl, she is clueless on all fronts. She want even entertain the rehire of seasoned vets who left on his/her own. In order to be an effective leader in a PSAP (primary and/or secondary), one needs to really understand the work-around, staffing plans, budget process, rule and reg's of all departments in which they are serving. These simply tasks, she have and will continue to fail. Just as I agreed to Lt, APCO certification is great to have as well as NENA, for top managers. The question I really would like answered is this: Can anyone please tell me the last time DC Fire Communications was the best of the best? Guys and girls having pride in thier jobs. Staying out of the news on, not sending units to errouneous locacation, which I'm sure they continue that process today.

Stay safe troops

[ROCKETDriver]

Well, I can only name a few Dispatchers that many may remember and some others probably never heard of that could at any given time if the system crashed could dispatch calls without the Computer telling them who should be on a call and even if Companies are already out can fill it in with the next due. Let me know if I missed any, and these are in NO order just as they came to my noggin:

M. Hughes, E. Goodman, T. Barnett, M. Reilly, J. Desautels,
B. Gray, C. Jordan, A. Jordan, J. Clayton, J.T., Budda, K. Mallory.

These folks used to run the Old Vocal (Dispatch) and/or Old Channel 1 on a busy day and wouldn't miss a beat. You get a busy day now and alot gets missed (units, calls, DISPATCHERS :D).

[12&12EveryDay]

I'd be happy if someone just fixed that one womans mic, sounds like she is spitting into the thing, that is 12 hours of information you just can't understand.... pop engine pop pop pop alpha pop pop pop.... does anyone in charge listen to that crap? end rant!

[ret Lt for life]

John Harney, Billy and Roy Ridgeway, Jimmy Heckendorn, Steve Fennell and AD Johnson to name a few more. . We use to operate 2 - 3 boxes at at time on Chn 1. We had multiple "A Teams".
Computers??? Run Cards??? Didn't need them.

Remember One day working with Chris Jordan, he worked on the radio like 4 back to back fires. He looked at me and said uncle, you finish the shift on the radio, I'm tried. I had another good fire. Back in those days, we watched out for each other.

John

[ROCKETDriver]

John Harney, Billy and Roy Ridgeway, Jimmy Heckendorn, Steve Fennell and AD Johnson to name a few more. . We use to operate 2 - 3 boxes at at time on Chn 1. We had multiple "A Teams".
Computers??? Run Cards??? Didn't need them.

Remember One day working with Chris Jordan, he worked on the radio like 4 back to back fires. He looked at me and said uncle, you finish the shift on the radio, I'm tried. I had another good fire. Back in those days, we watched out for each other.

John


Yea Lieut., I forgot about those guys. YES, they were also good dispatchers/operators.

[PrideFromWithin]

Mike Bowerman was another one.....

[tthomp]

Well, I can only name a few Dispatchers that many may remember and some others probably never heard of that could at any given time if the system crashed could dispatch calls without the Computer telling them who should be on a call and even if Companies are already out can fill it in with the next due. Let me know if I missed any, and these are in NO order just as they came to my noggin:

M. Hughes, E. Goodman, T. Barnett, M. Reilly, J. Desautels,
B. Gray, C. Jordan, A. Jordan, J. Clayton, J.T., Budda, K. Mallory.

These folks used to run the Old Vocal (Dispatch) and/or Old Channel 1 on a busy day and wouldn't miss a beat. You get a busy day now and alot gets missed (units, calls, DISPATCHERS :D).

You can add: Wanzer, Warfield, Dunn, Fizz, Harter, Souder, and the list goes on.

[Chief410]

You can add: Wanzer, Warfield, Dunn, Fizz, Harter, Souder, and the list goes on.

Just to add to the list, ET (Allan Beals), M. Hardgrove, D. Mott. Yes, the list can go on just a little bit more.

Ps: This remember to look at the OUC oversight meeting with CM Phil. Lets see if the Girl can get out of the mess that she has caused in her short stint as Op's Girl.

[? BUCKY IS HERE]

I would be happy if all the dispatchers spoke english!!!!!