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Bang-Bang You're Dead
A Case for Using Simulation in 911 Training by Sue Pivetta, Professional Pride Training Co.
Can You Hear Me Now? - What is the benefit of recording a trainee during simulation training? This allows an agency to document the trainee's current knowledge, skills and attitude so that progress can be monitored. In addition, the documentation serves to provide clear evidence of compliance with levels of competence which are required at the various stages of the training. For example, when a person is hired they may not be expected to be able to handle a suicidal caller with much expertise - and the recording of their simulated call will exhibit some hesitancy, errors in words chosen, ability to connect with the caller while entering data in CAD or getting the call dispatched. Later in the training, while recording the same call type as simulated, the trainee and the trainer will be able to hear the growth in knowledge, skills or attitude. This is very good for the adult learner and the trainer - to be able to see progress - or lack of as the case may be. In addition, if the trainee leaves the classroom setting and will be advancing to be with a 'floor trainer' the new trainer will have examples of the trainee's work and can notice any areas of weakness, strength and need - a great way to pass on information on where the trainee is.
He looked like one of those Police Chiefs who came up from the ranks, early 50's with an air of authority. He leaned easily on the booth as we talked, his eyebrows came together each time he mentioned the ‘Com Centre’.
"We don't use simulation in our training program, our dispatchers learn by observation." “End of discussion.” he thought. “Beginning of discussion,” I thought.
I paused - for effect, "Hmmm. When your officers go to the firing range, do they stand behind a marksman, observing?” Or point and go “Bang-Bang?" He rolled his eyes but I saw recognition. I didn’t want to challenge his leadership role, after all – he was the Com Centre supervisor and I’m sure people received excellent training at his agency. Still I was once again bewildered that the necessity for adult experiential learning was recognised for the entire public safety network – except for communications. Yet, here where experience was most necessary with life and death decisions while you wait.
Our Public Safety Team
Since the 50’s law enforcement training has provided simulation training at academies and police departments for cadets. Driving simulation, handcuffing, take downs, shooting simulators and firing ranges are just a few of more than fifty types of simulation training now considered indispensable to the FTO. Simulators can be leased or purchased in the $100,000 range. We rely on simulators to intensify the message by providing a bit of reality.
Since the 60’s Fire Departments have used many types of simulation training from burning down donated houses to fire academies with elaborate burn houses and dummy ships for cargo fires. Old firefighters hold onto the tails of rookies so they can stumble around blindly in the smoke, wearing their new gear. And similarly Paramedics and EMTs mercilessly gouge rubber babies (or each other) with long needles in recognition of the need for practice in training.
So what about the other member of the Public Safety Team, the Emergency Telecommunicator? How do Call Takers and Dispatchers practice till they get it right? With an unbelievable variety of call types, with an infinite number of situations - you would think they would need to practice! With increased types of technology, combined with multi tasking and critical thinking you would think this work would require simulation. When immediate decisions are made under pressure to be 100% correct, you would think call takers would rehearse! You would think so.
“911, what are you reporting?’
“My husband has a gun to his head.”
“Uhhhhh, what do I say? Boy this is hard. Can you come in here? Have you had a call like this before? OK, let me try.
“Maam, where is he now?”
This is the type activity for the Telecommunicators Firing Range. Simulation is a safe place to learn step-by-step. Mistakes are road signs and learning is out of harm's way. Simulation is about re-creating the work. A great majority of Emergency Communications training programs do not use re-creation training. Are we missing the target by not having console simulators in every agency or college training program? Yes! Without simulation we're overlooking many essential components of adult education – which is learning by practice.
Necessity, the Mother of Invention
911 StarZ stands for Simulation Training And Response Zone. This size-of-a-breadbox electronic simulator was created to provide experiential learning for Emergency Call Takers and Dispatchers. Invented for a college program struggling with lab requirements, the creator was also a veteran Comm Centre Supervisor and trainer.
“I was frustrated trying to bubble gum old Motorola consoles together trying to interconnect phone, recorders, CAD systems. Nothing ever integrated. We had students wearing two headsets, they never could get the foot pedal to work and recording their work for evaluation was a huge process on one reel-to-reel recorder. After five years of searching for a company that would build an ideal simulator to recreate the multi tasking environment, I finally shrunk the Comm Centre and got everything I ever wanted and more.” Sue Pivetta.
College training for the profession of Emergency Communications is also a new thought and colleges and Criminal Justice Academies everywhere are stepping up to take leadership for their vital link – the Telecommunicators. Any training of good standing is looking for a way to practice. Sue’s company Professional Pride provides many realistic simulation tools, games, videos and books exclusively for the Comm Centre.
What do simulation users say?
“I haven’t been using our new StarZ simulator for about three weeks now and I felt that I just had to let you know my feelings. In a nutshell.... I don't know how I ever got along without it. I had two telecommunicator trainees in their fourth week of training when the unit arrived. We had been doing some simulations, but the StarZ made it so much more realistic. I would estimate that I could have trained people ready to do supervised call taking in about 25% less time than before”. Commented, Greg Bowles Weston 911, Weston CT.
Emergency Communications Tools
Besides their voice and ability to communicate, the Telecommunicator has a few necessary tools. Simply put they need phones, radios, a recording device and maps. Walk into any Comm Centre today and the simply put tools definition wouldn’t seem to apply. Most Comm Centres look like the Starship 911 with touch screen technology, GPS, GIS, ACD and even more such communications tools.
Simulators aren’t designed to teach technology in the Comm Centre. Learning to use the equipment isn’t the hard part of this work – although it’s necessary and demanding. Once learned and used the trainee can build proficiency that doesn’t need to change with every call. The most challenging part of the work is dealing with humans in crisis and responders who depend upon radio support. The complexity of call types, situations, judgment, and higher level thinking skills is an internal process – one that is a very personal matter.
“Most Telecommunicators who have passed initial training work autonomously. Judgment skills, understanding relationships, critical thinking and using uncommon sense is something that is gained by experiencing the complexity first hand and having a trained specialist there to model. Simulation training can cover any call type, any amount of times until it’s right”. Pennee Body, Clover Park Technical College Emergency Call Receiver Program.
Simulation training for Emergency Communications isn’t a hard sell. Most Public Safety responders ‘get it’. The very real problem communications people face is distracted leadership or inadequate funding.
Like all progress, the wheels turn slowly while the needs spin fast. And like most significant changes in our government practices decision by committee is an educational process that takes time – or a tragedy. Telecommunicators are hopeful that leadership will soon recognise the needs of the Comm Centre as the needs of the responders – once removed.
