Extra-Ordinary and Unique Calls Round Robin

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.