[Scan-DC] More OUC complaints from MPD's 4D e-mail list

[Gregory Menton]

What, you would expect otherwise ?
For years, I dealt with MPD/OUC dispatchers/complaint clerks on a daily basis. It was a "challenge", to say the least. One never knew what to to expect from them. 
Many of them would never make it in most dispatch centers and would have been "shown the door" forthwith.

GM


________________________________
From: Alan Henney <alan at henney.com>
To: Scan DC <Scan-DC at mailman.qth.net>
Sent: Fri, January 1, 2010 4:13:28 AM
Subject: [Scan-DC] More OUC complaints from MPD's 4D e-mail list


Reply | Forward   Message #10374 of 10403 < Prev | Next >
Re: 911 Dispatch idiocy

I would be interested in knowing how this is resolved. If any changes are made,
it would be helpful if they were also sent out via the listserve!

--- In MPD-4D at yahoogroups.com, "Chisley-Missouri, Kimberly (MPD)"
<kimberly.missouri at ...> wrote:
>
> L. Martin, also for you information, the Office of Unified Communications
website is ouc.dc.gov.
> Also, please email me the address of the problem house you referred to.
>
> Kimberly Chisley-Missouri
> Acting Commander
> Fourth District
> Kimberly.Missouri at ...
>
> ________________________________
>
> From: MPD-4D at yahoogroups.com <MPD-4D at yahoogroups.com>
> To: MPD-4D at yahoogroups.com <MPD-4D at yahoogroups.com>
> Sent: Mon Dec 28 20:53:05 2009
> Subject: [MPD-4D] Re: 911 Dispatch idiocy
>
>
>
>
> The Director of the 9-1-1 Call Center (Office of Unified Communications)
joined this police listserv group last month exactly for this reason, to see the
complaints first-hand. Your complaint will be delivered directly to her in box.
>
> --- In MPD-4D at yahoogroups.com <mailto:MPD-4D%40yahoogroups.com> , "lauras"
<lauraslabmonkey@> wrote:
> >
> > I would like to make a complaint about the poor quality of customer service
that is displayed by the dispatchers when a 911 call is made. I have called on
two seperate occasions to report serious incidences that were taking place in
the 4D community. On both occasions, the dispatchers were very rude and they did
not understand my complaints. On both occasions, the dispatchers used
terminology that I would consider slang. The dispatchers did not give me an
opportunity to completely voice my concerns and they made me repeat vital
information multiple times. I do not have an accent nor a speech impediment so I
am concerned for those who do call that might not speak as clearly as I do.
> >
> > On another occasion, my husband called to report a fight in front of a
problem house in our neighborhood. The dispatcher relayed to the responding
officers that my husband was assaulted and that he refused to leave his contact
information, according to what was on the officers computer screen. It is clear
that is a breakdown of remedial reading and writing among the dispatchers. The
officers complained of having to get clarification on things once dispatchers
began communicating via writing. An example of a common term that I have heard
dispatchers putting in writing is the term "fussin". This is in relation to a
possible domestic violence call. I would hardly deem a possible act of domestic
violence to be simply "fussin".
> >
> > I would appreciate it if the dispatchers were retrained in basic reading and
writing as well as taught not to use slang terms in their reporting. This
conduct makes it difficult for police officers to do their jobs and makes
citizens reluctant to call 911.
> >
> > I trully feel that the behavior of these dispatchers are a detrement to the
District of Columbia and the Metropolitan Police Deaprtment. Instead of
frequently blaming the police officers for failing in their duties, I think it
is time to place the blame where is really lies.
> >
> >
> > Sincerely,
> > L. Martin
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