What are the most effective and efficient ways to communicate with those undergoing moments of extreme stress and trauma? Ask these four guests from 9-1-1 Communication Centers (PSAPs) in the El Paso-Teller County region:

Jesus Suarez is a Public Safety Communications Supervisor at Colorado Springs Police and Fire Communication Center and has been a telecommunicator for over eighteen years. He discussed the importance of active listening to discover what callers may be unable to articulate. He also gave tips on how to gain a caller’s attention and rapport during difficult calls.

Alicia Seymour is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center. She shared how she adapts her communication technique based on the individual.  She has incorporated these quick communication maneuvers to both her trainees and callers to ensure messages are better received.

Mike O’Malley is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center and has worked for multiple agencies.  He explained ways he has handled difficult callers by providing sympathy and compassion through tone and listening. He recommends that call takers “focus on the result that you need” when working with difficult callers.

Tim McMillin is a 9-1-1 Emergency Dispatcher with the Teller County Sheriff’s Office and has worked several jobs in communications from broadcast communications to telecommunications. He discussed the importance of active listening and knowing your audience in terms of effective communication. He emphasized ways to “hear what they are not saying” when processing calls.

Learning a new job can be challenging but when the stress of that job includes real emergencies, it adds an entirely new element to the feat. We spoke with five guests from Public Safety Answering Points (PSAPs) to hear their best training stories and how they overcame hurdles both as trainees and trainers.

Below is this episode’s guest lineup:

Nicole Revels is an Emergency Response Technician and is training to be a Public Safety Dispatcher with Colorado Springs Police and Fire Communication Center. She shared one of her first intense calls and how she has grown since then.  She also gave some pointers on how she has continued to improve and set new goals.

Alicia Seymour is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center. She is also an experienced trainer. She shared some fantastic training stories and how she has been able to make training and learning fun with new telecommunicators.

Mike O’Malley is an Emergency Response Technician with Colorado Springs Police and Fire Communication Center and has worked for multiple agencies.  He discussed some of his training experiences and ways he continues to strive for excellence in the profession.

Sona Babani is an Emergency Services Dispatcher with Thornton Dispatch. She began dispatching after getting out of the military over eleven years ago. Not only did she share some humbling moments when she was in training, but she also provided some ways she has improved how she teaches new call takers and dispatchers. Her approach to learning the psychology behind training has made a major difference in training effectiveness.

Tim McMillin is a 9-1-1 Emergency Dispatcher with Teller County Sheriff’s Office and has worked several jobs in communications from broadcast communications to telecommunications. He gave tips on how to overcome training obstacles and other challenges in this career.

“If we can understand the humans that we are training, then giving them that information becomes easier.” – Sona Babani

The best stories are never ordinary and often unexpected.  In 9-1-1 we often say, "Expect the unexpected." We spoke with six guests from Public Safety Answering Points (PSAPs) in the El Paso-Teller County region, to share their most unusual and challenging calls in this “Round Robin” style podcast episode. 

Below is this episode’s guest lineup:

Eric Johnson is a Shift Supervisor at Colorado Springs Police and Fire Communication Center. He shared some of his interesting calls over his 26 years of experience at multiple agencies.  You can listen to the podcast he referenced, called the Retro Video Store. 

Derek Mitzner is an Emergency Response Technician with Colorado Springs Police and Fire Communication Center and recent award winner of the Telecommunicator of the Quarter for an entrapment call.  While his background is in event broadcasting, he admits that this is the most challenging yet rewarding job he has worked. He retold the story of his award-winning call as well as several other unique calls. 

Jesus Suarez is a Public Safety Communications Supervisor at Colorado Springs Police and Fire Communication Center. According to Jesus, the most challenging calls are the ones that share commonalities in our own lives. He gave some insightful tips on how to process these emotionally and mentally taxing calls. He also touched on resiliency and discussed the importance of active listening to provide callers and responders with better service.

Alicia Seymour is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center. She shared some unexpected calls and how they have impacted her.  Her perspective on the job and strategies are both uplifting and refreshing. Alicia had tons of tips on how to provide superior customer service and keep a positive outlook.

Mike O’Malley is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center and has worked for multiple agencies.  He revealed some of his most unusual calls as well as shared some ways he has improved call-processing quality and communication with callers. He provided ways to constructively cope with stress.

Tim McMillin is a 9-1-1 Emergency Dispatcher with Teller County Sheriff’s Office. Prior to dispatch, he worked in broadcast communications to include working for ESPN.  He gave some excellent advice on call documentation, active listening, ways to gain caller cooperation, and how to preserve our mental integrity post-call.