Living in Harmony

So there is a long-standing history of discord between dispatchers and field crews throughout emergency services. Sometimes the rivalry is well deserved but most of the time, I think that the frustration comes from not understanding the other's job.

Those that aren't cross trained for both jobs don't understand what the other is doing. A dispatcher is responsible for answering 911 and non emergency calls, dispatching trucks and helping them get to the scene, calling for mutual aid, dealing with urgent problems that might arise with a crew, and maintaining a calm and professional disposition on the radio and on the phones. Field personnel are required to respond to a scene in a timely fashion, providing appropriate patient care, manage large scenes, deal with family members and bystanders, transport the patient to the hospital, and complete appropriate paperwork.

Seems easy right? Anyone can do it?

Well the problem arises when one side doesn't truly know and appreciate all that the other must do and deal with. I've never been a full time dispatcher. I have filled in a little bit and helped out when they've been busy. I also used to date the person who is now the communications lieutenant. I've spent many hours in the dispatch/communications center. I have an idea of what they do and what they go through. I have enormous respect for those who choose to spend their hours stuck behind a computer screen (or screens). A calm voice on the other end of the radio can help when things are going south on a scene.

It really depends on the place that you work. Some services have great training programs and require their new employees to spend time observing the other's duties. Most that I've worked at don't do that. It's a shame really because most misunderstandings could be avoided if each party tried to place themselves in the other's shoes.

A wonderful dispatcher will save your ass if you get lost trying to get to a scene--AND they won't give you any flack for getting lost. Good field personnel will make a CONCERTED effort to read a map and learn their zone or first due and won't ask for directions simply because they are too lazy to pick up the map book.

A good dispatcher will anticipate what resources you might need on a particular scene and get them en route for you without having to ask. Good field personnel won't ask for 14 additional units, 2 helicopters, law enforcement, highway patrol, the shift captain, and 4 fire departments unless they REALLY need them. Don't ask for the calvary if you are planning on canceling them right away. Take 2 minutes and do a quick scene size up before requesting more resources.

A good dispatcher will know when you need a few extra minutes to pull yourself together after a particularly bad call and will give you that time. Good field personnel won't take advantage of that and stay out of service on purpose.

Great dispatchers will try to get as much information about the call and your patient(s) as they can AND will relay that information to you whenever possible. Great field crews won't constantly pepper their dispatchers with a million questions, especially if dispatch is busy or the information requested is not all that important.

Good dispatchers will ask to ride with the crews (if allowed) to see what they go through on the other end of the radio. Good field crews will sit in the comm center and watch what the dispatchers go through (again, if allowed).

Everyone thinks that their job is the most important. And it is important....If we didn't have dispatchers, there wouldn't be anyone to answer the phones and dispatch the units. If we didn't have the field crews, there wouldn't be anyone to respond to the calls or tell where to go.

All it takes is a little observation and a lot of understanding. We can all get along--we are all in this business for the same thing, after all, aren't we?