Firefighter - 2020 - 18

18
may not be fully understood from the dispatch perspective.
They will observe the differences between rescue and recovery,
as well as search patterns, signals, tracking systems, and
equipment.
Customer Service. Customer service training is crucial in
dealing with the general public. Customer service begins with
the incoming 911 call to the communications center, handled
by the dispatcher, extending out to the firefighter and crew
interaction on scene at the incident. Through combined training,
firefighters and dispatchers will comprehend how they must
work together to accomplish outstanding service and consistent,
positive interaction with the public on every call.
Multi-Agency Training. Many departments conduct training
on a larger scale to include other agencies and organizations
within or close proximity to their jurisdiction. Involving
dispatchers in this type of training will allow the use of CAD,
monitored radio systems, and mobile command units. In
addition, dispatchers will be provided the opportunity to practice
skills that will assist the communications center in preparation
for any large, multi-agency response incidents.
After-Action and QA/QI. In review of a large fire incident,
all personnel involved, from the call taker and dispatcher to the
responding crews and command staff can collaborate to identify
the areas of strength and areas in need of improvement. Details
revealed in these review sessions will assist in training and
overall improvement across the board for future events.

2020 FLORIDA FIREFIGHTER

Appreciation can be shown by sending cards or gifts, visiting
the communications center (both day and night shifts), sharing
a meal, or planning a special event.
Recognition of Outstanding Performance: Written commendations, emails, or calls to the communications center to show
appreciation for a job well done after a large event or time of
high call volume can provide positive recognition.
Department-wide recognition for top performers, such as a
"Fire Call of the Year" award. This award could recognize the
"team" of responders to include the call taker, dispatcher,
responding crews, and command staff.

ON PURPOSE FOR THE FUTURE

The continuous improvement of the working relationship
between firefighters and fire dispatchers is essential in
responding to day-to-day routine fire calls as well as to
complex, escalating emergencies. Communication, mutual
respect, awareness, and appreciation will improve, develop,
and flourish among firefighters and dispatchers through
planned, "on purpose" opportunities to invest time for training,
collaboration, discussion, and team building. This investment,
although challenging and without immediate results, will
"bridge the gap" between the communications center and
field operations and is imperative in providing a community
with the highest level of performance and professional service
from the local fire department. FSFA

Are dispatchers recognized as part of the team?
Recognition and words of appreciation for a job well done
may be the most powerful way to "bridge the gap" between
firefighters and fire dispatchers. Firefighters are frequently
recognized for the amazing life-saving efforts they provide in
response to emergencies, but often times the contribution and
behind-the-scenes work of the dispatcher is overlooked.

ABOUT THE AUTHOR: Liz Conner is the Communications
Center Quality Assurance Manager at Palm Beach County Fire
Rescue. She holds a Bachelor of Science and Master of Arts
in Human Services. Liz has worked the last 10 years in Fire
Rescue dispatch operations and previously worked for 15
years in customer service and sales. In her free time she enjoys
camping with her husband and spending time with her three
grown children. Her oldest son is a Firefighter/Paramedic in
the state of Florida.

There are many opportunities for fire department administration,
field personnel, the media, and the public to show appreciation
to dispatchers.

REFERENCES:
1. Palm Beach County Fire Rescue. (2018). Communications.
SOG 210-01. FL: Palm Beach County Fire Rescue.

National Public Safety Telecommunicators Week: April 12-18,
2020. This week is the perfect opportunity to recognize the
hard work of all public safety telecommunications professionals.

2. APCO Institute. (2013). Fire Service Communications.
Daytona Beach: APCO Institute.

RECOGNITION AND APPRECIATION

Firefighter - 2020

Table of Contents for the Digital Edition of Firefighter - 2020