North Shore Regional 911

Yesterday, TC Ketcham and TQA Shamshak attended MASS NENA's ENP Bootcamp, a program designed to demystify the ENP (Emergency Number Professional) certification exam. The session covered essential details about the exam, including registration requirements, recertification processes, and key topics to expect. The class was enriched with insider tips from those who have previously taken the test, with Tracy Eldridge, ENP Eldridge provided in-depth insights into some of the more challenging test topics. It was a day filled with valuable learning and focused preparation.

Last week TC O'Connor and Training & QA Coordinator Shamshak attended the MCSA - Massachusetts Communications Supervisors Association Training workshop at the Massachusetts State 911 facility in Milford. The day featured a mix of speakers and panel sessions. There were opportunities to follow a Supervisor/Director Track or a CTO/Training Track. It was a great day of sharing ideas and networking!

🚨 Operations Manager Delp represented NSR911 at the APCO 911 Staffing Crisis Summit, held from October 22-24 in Fort Worth, TX! 🚨 APCO International While NSR911 isn’t currently in a staffing crisis, we recognize that staffing is an industry-wide issue, especially as the recruitment pool has shifted since the pandemic. This summit brings together public safety professionals, government leaders, and private sector innovators to address these challenges. From enhancing retention to reimagining recruitment and building a culture of excellence, we’re committed to staying proactive and supporting our team.

📢 Yesterday, Deputy Director Ryan and Training & QA Coordinator Shamshak of North Shore Regional 911 were on-site for brush fires in Middleton and Salem. 🧑🚒📞 Deputy Director Ryan, serving as the COML/COMT, worked to ensure that communications flowed seamlessly during the responses. TQA Shamshak was there, too, working toward completing her COML Position Task Book by actively taking on assigned tasks in the field. Our team is committed to supporting first responders and ensuring reliable communication for effective emergency response. 🌟

Last week, Supervisor McKeon attended the Fitch & Associates Communication Center Manager (CCM) Program, hosted by the International Academies of Emergency Dispatch! 🎓📞 This program equips today’s communication center leaders with a strong foundation in management and leadership skills tailored to the unique demands of emergency dispatch centers. The CCM Program spans two separate weeks of in-person sessions, with participants completing online coursework and group projects, including a research product, in between sessions. This immersive program brings together communication professionals from diverse backgrounds—small and large, urban and rural, law enforcement, fire, and EMS—covering essential topics like: 🔹 Human resources management 🔹 Finance and budgeting 🔹 Customer and media relations 🔹 Technology management 🔹 Operations and much more! Supervisor McKeon and his team are working on a research project titled "Motivation to Train," which they’ll present at the program’s conclusion. We’re proud to have such dedicated leaders as part of North Shore Regional 911!

🚨 At NSR911, we take training seriously – and we keep it interesting! While we’re all about checking the boxes on state-required courses like equipment training and passing the CJIS NEX Test ✅, we also go above and beyond with in-house classes. 🌎 Need to brush up on geography? We’ve got a class for that! 📞 Call-taking skills? Covered! And so much more. Here’s a look at Supervisor McKeon leading our three new hires through CJIS and Open Fox training – not only completing the online NEXT Test but also diving into an extra, hands-on 8-hour session! This extra training means our team is ready to handle anything that comes their way.

As we head into the weekend, we want to remind everyone to stay safe and be prepared. If you need to call 911, remember these tips: 📞 Stay calm and speak clearly. 📍 Know your location and provide as much detail as possible. 🗣️ Answer all questions from the dispatcher to help get you the right assistance quickly. Our 911 team is here for you 24/7, ensuring help is always just a phone call away. Have a safe and enjoyable weekend!

🎉 Big news at North Shore Regional 911! 🎉 We're excited to announce that Sean Cullen has been promoted to Public Safety Dispatcher III, an administrative supervisor position! Sean has been with NSR911 since 2018 and has been a standout telecommunicator since day one. With a lifetime of experience in public safety, starting as a reserve police officer and EMT, Sean has always been dedicated to serving the community. He even spent 15 years as the Communications Supervisor at Lyons Ambulance before joining our team. In 2022 Sean was promoted from a dispatcher to a supervisor, and now, as an administrative supervisor, he’s ready to take on new challenges to make our agency the leader in Public Safety Communications. Join us in congratulating Supervisor Sean Cullen on this well-deserved promotion! 👏🎯🚓📻

At North Shore Regional 911, we take pride in ensuring that every telecommunicator is not only trained in Emergency Medical Dispatch (EMD) but is also certified in CPR. While some centers rely on transferring calls to external centers for CPR instructions, NSR911 telecommunicators are fully equipped to handle those critical moments without any handoffs. 📞 Delivering CPR instructions over the phone can make all the difference, and our team is ready for those life-saving moments when every second and every heartbeat counts. We're not just dispatching help—we're providing vital, hands-on guidance to callers during medical emergencies. 💪 We're also proud to have four in-house CPR instructors who certify and recertify our staff, ensuring that we maintain the highest standards in emergency care. This allows our telecommunicators to stay prepared and confident in guiding CPR whenever it's needed most. At NSR911, we're committed to keeping our community safe, one call at a time. 🚑💙

Spotlight on Quality Assurance at North Shore Regional 911 At North Shore Regional 911, we’re committed to excellence in every call we handle. Our Quality Assurance and Quality Improvement (QA/QI) Program is all about ensuring top-notch service from the moment a call is received until responders are dispatched. Our QA/QI Program is designed with a clear focus on continuous improvement and support. Here's what sets us apart: Adherence to ANSI Standards: We meet or exceed all relevant ANSI standards, including APCO ANS 3.106.2-2017 and APCO ANS 1.107.1-2015, ensuring that our evaluators and procedures are up to date and effective. Recognizing Strengths: We celebrate the strengths of our Telecommunicators and aim to build on them through targeted training and coaching. Ongoing Development: From policy adherence to skill enhancement, our program ensures that our team receives regular updates and training to stay sharp. Constructive Feedback: We provide specific, actionable feedback to help our Telecommunicators improve. This feedback is key to motivating our team and guiding them towards excellence. Performance Improvement Plans: When needed, we develop tailored plans to help our team set and achieve their performance goals. Supportive Environment: Our QA/QI process is about growth, not punishment. We focus on providing positive reinforcement and constructive coaching to foster a motivating and supportive work environment. At NSR911, we believe that feedback is most effective when it's clear and constructive. By focusing on detailed, specific feedback, we help our team understand expectations and continuously improve their performance. And, yes, we also make sure to celebrate our wins and keep the motivation high! Thank you to our incredible team for your dedication and hard work. Together, we’re making every call count!