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Honoring our Outstanding DEC Dispatchers

April 1, 2012
Kevin Martin
SFPOA Vice President

To say that our Department of Emergency Management/Department of Emergency Communications personnel do an outstanding job day in and day out without fanfare would be a gross understatement. I have often proudly referred to the men and women serving our department in this capacity as our “Lifeline.”

Quite often, these men and women supporting our units in the field are the real unsung heroes of our profession. Dispatchers are just as much our partners as is the guy or gal sitting next to us in a police car or walking the beat on the tough streets of San Francisco.

Our Department of Emergency Management personnel is preparing for National Public Safety Telecommunications Week which is designed to honor 9-1-1 dispatchers across the nation through a formal declaration passed by Congress in 1991.

On behalf of all the men and women officers in the San Francisco Police Department, I congratulate each and every one of our truly wonderful dispatchers and dispatch supervisors. We are extremely grateful for your dedicated service to this city.

You should all be properly commended. As such, the POA is proud to again sponsor the celebration and awards banquet that honors your service and sacrifice.

It gives me great pleasure to highlight several individuals and the incidents in which our brothers and sisters behind the mike displayed exemplary professionalism, compassion, and skill. Each intervened at a very critical juncture in the life of a member of the public or our department. We can all be inspired by the tremendous efforts given by these individuals as well as the department as a whole. They are our special heroes.

The following recaps concern the acts that led to the individual being named dispatcher of the month. Each incident is unique and often heart wrenching.

 

Dispatcher Stephen Golden was named the January 2011 Dispatcher of the Month. He was also honored as “Dispatcher of the Year” by the Operations staff of the DEM, which includes dispatchers, supervisors, coordinators and manger.

On December 13, 2010, Stephen received a call from a woman reporting that she was in San Francisco on a business trip. She left her husband in Columbia, Maryland to care for their children, ages one and three. She reported to Dispatcher Golden that when she had phoned home to Columbia, her three-year-old answered the call and stated that his dad was lying on the floor in the closet.

Dispatcher Golden made attempts to locate a telephone number to notify the Emergency Services in Columbia, but to no avail. He determined that the largest city in the region was Baltimore, Maryland. Dispatcher Golden then continued to evaluate and process information from the caller. Stephen obtained the home address, the husband’s name,

neighbor contact information, and the location of a spare key for the residence. A nearby neighbor and Baltimore Emergency Services were contacted and responded to the scene.

During this entire process, Dispatcher Golden remained calm, compassionate and comforting to the caller, who eagerly awaited news and updates. Through various contacts, the caller’s colleague was notified and later accompanied her. It was later confirmed that the husband passed away, but the children were safe and secure. Dispatcher Golden began to disconnect but the caller asked that he remain on the line. He assured her that he would stay with her as long as she needed. He continued to provide comfort and solace until she advised that she was ready to disconnect. Dispatcher Golden offered his deepest and sincerest condolences and ended the call.

Dispatcher Stephen Golden was hired just before September 11, 2001. He has been “on the job” for the better part of ten years. Prior to being hired as a dispatcher, he had retired from the phone company as an IT Supervisor after 27 years of service. Golden’s friends and co-workers regard him highly, and describe him as passionate, caring, and possessing a “great sense of humor.

Congratulations, Stephen! You can be very proud. Keep up the great, inspiring work.

 

Dispatcher Sharon Dowdell. On January 1, 2011, Dispatcher Dowdell received a phone call from an adult male requesting an ambulance for his nineteen-year-old sister. He reported that she was in the bathroom having a miscarriage. Dispatcher Dowdell immediately began processing the call using the medical protocol. The caller was unable to answer any questions, so Dowdell directed him to the bathroom to get the needed information from his distressed sister.

The patient got on the phone and reported that she had in fact given childbirth. She also advised that she had been taking birth control and did not realize she was pregnant. Dispatcher Dowdell continued to process the call appropriately while at the same time exhibiting compassion and control. The whimpering of a baby could be heard in the on the other end of the line. Dowdell inquired about the size and status of the baby and the patient, and advised her to be careful keep her new baby wrapped and warm.

During the entire incident, Dispatcher Dowdell remained professional and extremely caring. She remained on the line with the patient until the paramedics arrived and the call was terminated.

For her outstanding efforts, Dispatcher Sharon Dowdell was named the February 2011 Dispatcher of the Month. Congratulations, and thank you for your exemplary public service!

 

Dispatcher Jane Doe. The March 2011 “Dispatcher of the Month” requested anonymity for this report despite her tremendous efforts in assisting our PD members during a very difficult incident.

The ECD received a letter from a Mission Station police officer dated February 12, 2011. The officer apologized for the delay in sending her letter, and she wanted to recognize the efforts of Dispatcher Doe during the night the San Francisco Giants won the World Series. The Officer describes the night’s events as follows:

“Within a four year career, I would have to say that I have never in my life been pushed to what I felt was so close to my breaking point until that night. There were mattresses, garbage cans, vehicles and trash lit on fire all throughout the Mission neighborhood.

People were screaming and calling us names and throwing hundreds if not thousands of bottles at us from rooftops as well as from large crowds that surrounded us. We were holding off crowds, sweating and exhausted from the constant running from one emergency to the next, all while in full riot gear. The weather was hot, the fumes from the fires were suffocating and the night looked like it would never end.”

In accordance with this letter, and similar sentiments from embattled Mission Station officers, Dispatcher Doe is to be commended for her calm and professional demeanor. Radio traffic was heavy and constant and she never faltered. She was clear and precise with her communications, which helped officers to feel confident and secure knowing she was there tracking each incident. Dispatcher Doe’s actions reflected positively on the Department of Emergency Management.

Dispatcher Jane Doe continues to go above and beyond, as this is your second time being selected Employee of the Month. For her professionalism, skill, calming nature Dispatcher Jane Doe” was named the March 2011 Dispatcher of the Month. Congratulations! Your service to our members is very much appreciated.

 

Dispatcher Kenneth Hart. On March 8, 2011, the radios in the Communications Center were in a site-trunking mode. While operating the radio channel, Dispatcher Hart did not have a partner to assist with emergency radio traffic to the extent that he normally has during normal operations.

Dispatcher Hart was commended for single-handedly managing a “10-25,” followed by an unrelated “code 33” involving a possible “Amber Alert.” During these simultaneous incidents, Kenneth remained calm and articulated all communication transmissions clearly, correctly, and concisely; a true wonder of “multi-tasking!”

Dispatcher Hart continuously displayed his professionalism during stressful and urgent incidents. His conscientious demeanor reflects positively on the Emergency Communications Department. He is a dedicated public safety employee and is much appreciated by the SFPD and certainly the people we serve.

For his unwavering dedication and professional resolve, Dispatcher Kenneth Hart was named the April 2011 Dispatcher of the Month. Good job, Kenneth!

 

Dispatcher Joan Vallerino. On May 13, 2011, Dispatcher Vallerino processed a call from a hysterical female who had fallen and needed assistance. She was frantic that the fire department would have to break in to assist and embarrassed that she was not properly dressed. Dispatcher Vallerino entered the call for service, phoned the woman’s apartment complex security office to gain entry, and kept the distressed caller on the line and apprised of the chain of events as help was en route. The caller expressed her appreciation for the exceptional service provided by Dispatcher Vallerino.

In another matter, Dispatcher Vallerino received a commendation from Deputy Director Lisa Hoffman acknowledging her “extraordinary efforts during the overhaul of the Division of Emergency Communications General Orders.” Dispatcher Vallerino was commended for her insight, creativity and dedication to excellence.

Dispatcher Joan Vallerino is admired for her optimal level of performance. During the past five years there have been no reports of sick time usage! This truly exceeds the norm in work attendance. Dispatcher Vallerino was named the May 2011 Dispatcher of the Month. Thank you so much for your dedicated service!

 

Dispatcher Fia Mackiewicz. On May 4, 2011, a call regarding a purse snatching was sent to the radio channel staffed by Dispatcher Mackiewicz. The suspect had fled the scene in a vehicle that he shortly thereafter crashed and rolled over into a home. The suspect jumped out of the vehicle and led police officers on a foot chase jumping fences of the neighborhood backyards.

During this incident, many units responded. Dispatcher Mackiewicz did an outstanding job setting up perimeters, getting a dog unit for the search, updating CAD entries, and tracking units while applying officer safety techniques. Following an active search, the officers were able to capture and arrest the suspect.

Numerous nominations were received applauding the efforts of Dispatcher Mackiewicz. She received praise for this incident in addition to the excellent work she does on a daily basis. All of her work performance reflects positively on her and the DES.

For her extraordinary efforts, Fia Mackiewicz was named the June 2011 Dispatcher of the Month. Congratulations, Dispatcher Mackiewicz, great job!

 

Dispatcher Karen O’Malley. On June 2, 2011, while working fire control channel F3, a two-alarm fire ignited in the Diamond Heights District of San Francisco. The incident involved firefighters in distress and a Rapid Intervention Crew (RIC) was called on behalf of the firefighters inside the fire. Under extreme duress, Dispatcher O’Malley remained poised and controlled during this highly charged event.

It was reported that the primary dispatcher handling this incident gave praise and made special note that she could not have performed her duties without O’Malley’s valuable assistance. Dispatcher O’Malley aided her co-workers in making CAD entries and notifications while maintaining channel control.

Unfortunately, the fire ended tragically with the loss of two respected firefighters.

Dispatcher O’Malley’s calm, caring and helpful demeanor was noted as a pillar of strength for her peers during the chaos of this emotional incident.

For her professionalism under great stress, Karen O’Malley was named the July 2011 Dispatcher of the Month. Congratulations, and thank you!

 

Dispatcher Lisa Farfan. On July 19, 2011, Dispatcher Farfan received a call from the mother of a three-day old infant. The caller reported that her baby was changing colors, unconscious, and breathing unsteadily. Dispatcher Farfan sent the call up for dispatch, and gave CPR instructions to keep the airway open until paramedics arrived on the scene.

Dispatcher Farfan handled the call with the utmost care, concern, and urgency. Her demeanor was calm, controlled and professional, and never once faltered during the incredibly tense situation. It is due in large part to her professional performance that the distressed infant regained consciousness during the call.

The Department of Emergency Management thanks Dispatcher Farfan for her help on this call as well as for all the excellent work she performs on a daily basis. Her life-saving efforts were paramount in naming her the August 2011 Dispatcher of the Month. Congratulations, and well done!

 

Dispatcher Mark Terris. On August 28, 2011, while operating a fire control channel, a medic notified Dispatcher Terris that he had on-viewed a rollover vehicle accident

involving a member of the fire department. The accident occurred while the Fire Department was responding to an unrelated call for service.

Dispatcher Terris immediately placed the medic on an on-view incident and dispatched additional units. He made certain that medical resources were allocated to the unrelated call for service as well as to the vehicle accident. He continued to provide updates, directions, and unit status while promptly responding to all requests from field personnel.

Dispatcher Ferris proved his mettle under fire and his training and experience were effectively applied to deal with this volatile situation.

For his outstanding efforts under great pressure, Mark Terris was named the September 2011 Dispatcher of the Month. Well done! Thank you for your service!

 

Dispatchers Laura O’Reilly-Jackson and Cathy Osario. On June 10, 2011, a man was murdered and his body set on fire in Buena Vista Park. San Francisco Police Homicide Inspectors pursued various leads, but due to the lack of forensic evidence the case became stagnant.

Approximately four weeks after the incident, Dispatchers O’Reilly-Jackson and Osario were having a conversation and realized that either one of them may have spoken to the suspect who had been utilizing the victim’s cell phone. This very valuable information was passed through various channels, and the Inspectors handling the case reported that their recollections and leads “not only cracked the case, it split it wide open!”

The dedication and teamwork of Dispatchers O’Reilly-Jackson and Osario resulted in an arrest in the case and generated intra-department cooperation and appreciation between the SFPD, DES, and the DA’s office. Also particularly grateful was the family of the homicide victim.

Due to their collective efforts and attention to detail, Laura O’Reilly-Jackson and Cathy Osario were named the October and November (respectively) 2011 Dispatcher’s of the Month. Great job! A cold-blooded killer is now in prison thanks to your attention to detail.

 

Dispatcher Ulysses Levy. On November 2, 2011, Dispatcher Levy received a phone call from a male reporting that his wife was about to give birth. The caller reported being able to see the baby’s head crowning. Dispatcher Levy immediately verified the location and sent up the call for dispatch. He then advised the caller that help was on the way and began processing the call according to established protocols.

Dispatcher Levy gave the caller clear and concise pre-arrival instructions. The caller placed the phone on speaker mode in order to assist with the birth. All activity could be heard over landline while Dispatcher Levy remained calm, collected and professional throughout the process. At one point, the baby’s head retracted and Dispatcher Levy had to change the protocol in which he was instructing the caller, and that resulted in a successful delivery. The baby could be heard crying in the background. Throughout this portion of the call, Dispatcher Levy continued to give instructions and verified breathing and airway until the paramedics arrived.

As a result of this dispatcher’s calm and professional demeanor under duress, a healthy baby boy was delivered safely into this world. The call was handled flawlessly and according to protocol.

For his tremendous efforts, Ulysses Levy was named the December 2011 Dispatcher of the Month. Congratulations, and thank you so much for your dedicated service!

 

These were just some of the hundreds of life saving efforts our dispatchers are confronted with each week. I would put our great dispatcher’s up against any similar agency in the United States. There are none better!

Please remember to thank our dispatchers for all they do on a daily basis to keep us safe and going home in one piece after out tours of duty.

God Bless you all for all you do for us and the citizen’s of San Francisco.