Dispatchers vs. "Operators"

[baldbrad]

I work for a company that contracts with the government for the switchboard at the VA hospital. My official job title is "Telephone Operator". We handle all communications for the hospital, including the hospital police department.

I was a dispatcher for a small-county 911 system before I started this job. I have MULES certification, and I know what I'm doing. The other operators here have no dispatch experience. I hate to say it, but they show it!

The other operators here (including my boss) treat the police radio like an intruder, are slow or completely unresponsive to an officer's request, often don't know how to handle a request, or (my main pet peeve), don't give enough information when sending officers out on a call.

We have 13 officers here, and EVERY ONE of them has told me that they like it when I'm on, because they know they can count on me. I'm often copying down information even if they are talking amung themselves (we only have one radio channel), and have the information ready should they call for my help. None of the other operators seem to even care.

I have spoken to my boss about this numerous times, but since she doesn't care either, it's gotten nowhere.

Has anyone else had a situation like this? And if so, what did you do?

[MDEMT280]

If I may say so, I don't believe that dispatching should ever be a "secondary task." Things can go wrong very quickly, and as soon as you have someone who doesn't know better or doesn't care, lives can be lost. There needs to be someone there who is trained, capable of performing the multitasking that a radio dispatch job requires, who wants to be there, and who can devote his or her full attention to the radio. But then, I guess I'm preaching to the choir about that. :D

Although I was trained, as all new hires were, to handle calltaking functions, my primary job was radio dispatch. I worked with some people who literally referred to the radio as "that thing." As in, "that thing is talking again." They were too busy knitting or reading to do their jobs properly. They mumbled into the radio, clipped words, didn't think before they spoke, and didn't volunteer any information. Having also been on the other side of the radio from them, I have found that it's like pulling teeth to get simple call information from them, and when you do ask, they treat you like you're an idiot for not being a mind-reader.

What did I do? I got out.

What can you do? Well, you can cut and run, like I did. Or, perhaps you should open up a dialogue with the police. The officers all know you (or your voice at least) and appreciate how you function. If taking things up the chain of command on your side is proving ineffective, suggest they take it up the chain of command on their side. If it goes up through the police chief to the head of the hospital, and then back down to the communications section, perhaps things will change for the better.

Good luck!

[baldbrad]

Believe me, quitting has crossed my mind more than once, but if I did, the officers would go from 40 hours a week of know-how down to zero.

The thought structure here is so screwed up it's not even funny. We have a nice new ACPO digital radio system...for 13 officers. The radio system supports radio ID's and emergency buttons, but the radios aren't assigned to a single officer (like they should be), and the dispatch console E-button alert has been changed to a single beep! What good is that!? Most of the problem here stems from higher up the chain than both the police and the switchboard. They fear change.

[MDEMT280]

I understand what it's like to work in a place where you're hobbled by the upper management. I don't know all the details about your situation, so I can't tell you if staying or going is a good idea. Sometimes, leaving a place for greener pastures is the best option, though.

If I might ask... why did you leave the 911 world?

[StationM]

The first problem is the Job Title. People hired and trained as "phone operators" will not get the radio side issues.

I would go to the head of the Hospital Police, and explain your concerns....do not do this by insulting the skills of your coworkers....explain this as a "training issue." After all, you cannot expect people to perform well, when they were never trained. If you convince the him/her, that dispatch training would benefit their department, he will become an allay in making change.

[baldbrad]

If I might ask... why did you leave the 911 world?

I had to move, and I have no interest in working 911 here, based on the terrible things I have heard about the communications department here (pay, benefits, etc) ... Also, I'm visually impaired, and I don't think a large department would be a good place for me to be.

[mcsap]

Is the hospital truly a police dept. or a security force ? Are you the place that receives the "911 " calls to request an officer ? Are the " police" a 24/7 operation and do they have full arrest powers ?

[baldbrad]

Is the hospital truly a police dept. or a security force ?

They are Federal Police

Are you the place that receives the "911 " calls to request an officer ?

Yes, we have several lines where calls can come in, and procedures for each call. Also, at night, there is no clerk in the police office, so we may be called on to contact outside agencies for help, license/registration info, etc.

Are the " police" a 24/7 operation and do they have full arrest powers ?

Yes on both counts.

[Stan Switek]

Dispatchers.... Sheeeeeeesh.....

[james13f]

Our idealogy here-

It doesn't matter if the Chief of Police or the President is talking to you in person or you are on the land-line phone with them..... the officers are the priority.