Beyond obvious skills like coaching, teaching and mentoring, succeeding as a trainer requires unwavering positivity, encouragement, and the ability to inspire others. Amy Sullivan, Communications Training Officer for Spokane Regional Emergency Communications (Spokane, WA), a co-recipient of the PSAPs’ Finest Trainer of the Year award, exemplifies these qualities.
Amy began her career in public safety with Spokane County 911 in April of 2002, rising to the position of CTO in January of 2007. In her role as a CTO, Amy teaches, coaches, mentors, and guides trainees as they develop their skills to effectively serve their community. She ensures each trainee assigned to her moves though the appropriate phases of the training while consistently meeting the center’s mission statement. She does this by ensuring trainees meet the agency and industry standards of technology use, geographical knowledge, safety protocols, as well as following all procedures and protocols.
As an alternate classroom instructor, Amy also serves as the backup trainer in the academy when needed. She instructs on a moment’s notice, filling in for an hour, a day, or the entire duration of the academy. She contributes to the overall content and structure of the classroom as well.
Like every 911 center, Spokane has faced dire staffing issues. Amy has been instrumental in the center’s ability to adapt to and overcome these difficulties. Everyone knows how difficult working in 911 can be, with constant changes, rising call volumes, and countless calls from frustrated, scared, or confused callers. Amy is unwavering in her positivity, encouragement, and willingness to do whatever it takes to inspire her trainees.
Amy is a phenomenal call taker, leader, and trainer. As a leader of the center, Amy sets the tone for staff. Her positively drives the center’s culture forward so everyone can provide the services that citizens and responders deserve and expect. Her performance continually exceeds expectations and is a testament to her drive, focus and commitment to lifting others up and leading by example.
Amy has played an integral role in the development of a large percentage of the center’s employees. She not only teaches the nuts and bolts of the job, but she does so with an infectious energy that drives the entire agency towards excellence.
Recently I had an opportunity to talk to Amy about what she loves most about her work and what being recognized as a co-recipient of the PSAPs’ Finest Trainer of the Year award has meant to her.
What attracted you to a career in public safety communications? Amy: I always had an interest in listening to police and fire dispatch. I had a scanner and would listen to it on Friday nights. Those were some fine times. Then, poof, I unexpectedly became unemployed, and applied with the county to become a call taker. I always thought call taking was a stepping-stone. But right away I discovered I loved it, and I didn’t want to apply to other agencies. At that time, before regionalization, our duties were split across four agencies: County, City Police, County Sheriff, and Fire Dispatch.
What is your most memorable career experience? Amy: While there have been so many memorable experiences, my most memorable was a very nice caller calling from a remote and sparsely populated area of the county. She hadn’t left her house all day and started hearing someone walking in her attic space just before midnight. Way back in the day, I was able to stay on the line with her until deputies arrived. My caller was so worried and couldn’t figure out how someone could have gotten inside her home. Although I disconnected once deputies were on scene, I checked back after the call and the notes indicated that a mouse had one of its four feet stuck in a sticky trap and every time it put it’s stuck foot down, it sounded like a footstep from a bigger critter.
What do you most love about what you do? Amy: I love being able to have a positive impact on callers’ lives. While I can’t change their situation, I can make my part positive. This is also one of the most valuable lessons I try to instill with trainees, or even peers who are having a hard time. People call us when they have reached the limit of their ability to cope. This is different for each person, but I really focus on being there for people in whatever emergency or stressful situation they’re experiencing. I want to ensure their interactions with the emergency communications system is positive and they know they can rely on us to always be there for them.
What advice would you have for others thinking about a similar career path? Amy: Watch out for compassion fatigue. It can really sneak up on you, blocking out your emotions and making you feel like you don’t care. Once you have compassion fatigue, burn out is never far behind, if not already there. Find a way to do something that re-connects you to yourself and who you are as a person. Have something outside of your job you can look forward to. Also, have someone outside of the agency you spend time with in the non-emergency services world. This will help ground you and allow you to disconnect from the job.
What does it mean to be recognized with a PSAP’s Finest Award? Amy: I’m having trouble finding the words to express how amazing it is to get such a prestigious award. I am so grateful to be acknowledged for my hard work in training. I take such pride in the folks who have gone through our program and how hard they work to become successful in our industry.
The PSAPs’ Finest awards is an annual recognition program for emergency communications (ECC) professionals. Since its inception, NiCE’s PSAPs’ Finest Awards have recognized hundreds of dedicated emergency communications professionals. The program is open to all PSAPs, whether or not they are customers of NiCE. An independent judging panel reviews and rates each nomination based on the individual’s or team’s contributions to their agencies and communities.
Questions regarding the PSAPs' Finest Awards can be directed to PSInfo@NiCE.com.
