PULSE Magazine | August 2018 Issue

P U L S E August 2018 ANAUSTIN-TRAVIS COUNTY EMS PUBLICATION

1

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

August 2018

Contents

Featured News

05

EXPLORER SPOTLIGHT

This month’s Explorer in the Spotlight is Allyson Hall. Allyson has been a Post member since December 2015. Her dream has always been to go into nursing with a specialty in either pediatrics or psychiatry.

16

___________________________________________

HEALTHY HYDRATING SUMMER FOODS

Recently there has been a lot of interesting research about how hydration affects our mind, our mood, memory and learning, thinking and reaction time. Even if you're just mildly dehydrated, it can lead to mood changes and fatigue.

06

BACK TO SCHOOL & BACKPACK SAFETY

With summer ending and the start of school just around the corner, drivers need to do their part to keep kids safe as they walk and bike to school. We’ve also included a guide for the proper fit and use of children’s backpacks to avoid potential back injury and shoulder pain.

___________________________________________

22

EMS EXPLORER POST 247 SUMMER CAMP

__________________________________________

On July 9th 2018 EMS Explorer Post 247 hosted its annual Summer Camp Session. Each year the Explorer post hosts a two week summer camp session to provide the Explorers with an opportunity to experience hands on training and opportunities that are often unavailable at other times of the year.

18

HOW 911 OPERATORS HANDLE THE EMOTIONAL TOLL OF LISTENING TO VIOLENT CRIMES IN PROGRESS A&E Real Crime spoke with Communications Commander JC Ferguson about the emotional toll such incidents can take on the often-unsung heroes in these cases: the call takers and dispatchers.

___________________________________________

2

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

Division News

In Every Issue

18

24

COMMUNITY RELATIONS

YOUR PHOTOS

The CR team recently made a delivery of Beanie Babies that were graciously donated to ATCEMS by Karen Hassinger, wife of retired ATCEMS employee Warren Hassinger, to nursing homes in the greater Austin area bringing smiles and joy to many deserving seniors.

Catch a glimpse of your coworkers in action.

_________________________________________

___________________________________________

26

EMPLOYEE RECOGNITION

19

ATCEMS employees receive kudos, special thanks and congratulations for a job well done.

FLEET & FACILITIES

We are excited to announce the purchase of Demand- 4’s station located at 3400 Andtree Blvd. This station is now owned by Austin Travis County EMS and our Finance Department worked with the City of Austin Real Estate Office to acquire the land and building utiliz- ing funds from this fiscal year.

__________________________________________

28

CUSTOMER SERVICE SURVEY

___________________________________________

Results from the ATCEMS Customer Callback Program.

21

OPERATIONS SUPPORT

Earlier this year Council approved a resolution directing the City Manager to develop a six-year timeline to fund, construct, and staff five new EMS/Fire stations. The five new stations will serve the areas of Del Valle/Moore’s Crossing, Travis Country, Goodnight Ranch, Canyon Creek, and Loop 360/Davenport.

____________________________________________

3

4

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

Explorer Spotlight

Future career goal

Ally’s dream has always been to go into nursing with a specialty in either pediatrics or psychiatry.

Interests

She enjoys performing and spinning in her school’s color guard, hiking, playing with her dogs, and spending time with friends.

Most memorable experience

Her most memorable experience with the post was having the opportunity to march with the department’s Honor Guard team during the 2018 Juneteenth parade.

Accomplishments

Allyson Hall

Community Service Recognition Health Crisis Prevention Award





Lieutenant Commander of Programs

 Search and Rescue Training completion  National Incident Management

Post 247 Honor Guard Commander

Member since December 2015

Interested in getting to know more about Ally and the other members of Explorer Post 247? Visit emspost247.org to learn more and register to join.

5

With summer ending and the start of school just around the corner, drivers need to do their part to keep kids safe as they walk and bike to school. Whether you are taking your kids to school or just driv- ing through a school zone, you can do your part to keep kids safe.

August is designated as Back-to-School Safety Month, and we want to remind motorists to be extra careful at all times. Follow the tips below to make sure you keep your children safe while walking and biking to school:

Back to School Safety Tips

Reminders for drivers:

 Slow down and be especially alert in residential neighborhoods and school zones  Take extra time to look for kids at intersections, on medians and on curbs  Enter and exit driveways and alleys slowly and carefully  Watch for children on and near the road in the morning and after school hours  Reduce any distractions inside your car so you can concentrate on the road and your surroundings. Put down your phone and don’t talk or text while driving.

Reminders for kids:

 Cross the street with an adult until they are at least 10 years old  Cross the street at corners, using traffic signals and crosswalks  Never run out into the streets or cross in between parked cars  Always walk in front of the bus where the driver can see them

6

Backpack Safety Have you noticed your child struggling to put on his or her backpack, bending forward while carrying it, or complaining of tingling or numbness? When you pick up your child's backpack does it feel like it is filled with rocks? If you've been concerned about the effects that extra weight might have on your child's still-growing body, your instincts are correct. Backpacks that are too heavy and improper use can cause a lot of problems for kids, like back and shoulder pain, poor posture, muscle and joint discomfort. There are things you can do to help prevent injury. While it's common these days to see children carrying as much as a quarter of their body weight, the American Chiropractic Association recommends a backpack weigh no more than 5% to 10% of a child's weight .

When selecting a backpack, look for:



An ergonomic design

 The correct size: never wider or longer than your child's torso and never hanging more than 4 inches below the waist



Padded back and shoulder straps

 Hip and chest belts to help transfer some of the weight to the hips and torso

 Multiple compartments to better distribute the weight

 Compression straps on the sides or bottom to stabilize the contents



Reflective material

Remember: A roomy backpack may seem like a good idea, but the more space there is to fill, the more likely your child will fill it. Make sure your child uses both straps when carrying the backpack to distribute the weight evenly. Using one strap shifts the weight to one side and causes muscle strain. Wear backpacks over the strongest muscles, in the mid back.

Help your child determine what is absolutely necessary to carry. If it's not essential, leave it at home.

7

Christina.Hwang@austintexas.gov

Anne.Schaak@austintexas.gov

8

HR |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||| HUMAN RESOURCES Keeping you informed

9

By Rachel Bozek, aetv.com/real-crime

How 911 Operators Handle the Emotional Toll of Listening to Violent Crimes in Progress It’s a given that 911 call centers around the country are at the ready for reports about car accidents or medical issues like heart attacks. But what happens when their operators get a call about a violent crime in progress? JC Ferguson, Commander of communications training for Austin-Travis County Emergency Medical Services —which is featured on “Nightwatch Nation”—manages several extensive training programs every year to ensure new employees are prepared for the stressful work ahead, including calls about violent crimes. A&E Real Crime spoke with Ferguson about the emotional toll such incidents can take on the often-unsung heroes in these cases: the call takers and dispatchers. What happens when you get a call from the victim of a violent crime? First and foremost, we need to know where they are so we can get them resources. Then our focus is safety—we need to make sure our caller—the victim—is safe, and that our responders are going to be safe once they get there. No matter what part of the triage we’re in, we will stop giving medical instructions to give safety instructions. An example of this is, ‘Leave the area immedi- ately, and if you can, call us back from somewhere safe. Take the phone with you, if you need to hide and be quiet, to not let yourself be known or seen or heard, do that.’ Otherwise we’re going to ask, ‘Is the assailant still nearby?’ We need to know if that person is there, which puts the caller in dan- ger, or puts us in danger. We’re also going to ask if weapons were involved or mentioned. [Maybe] they said a tire iron was in- volved, that the assailant is nowhere nearby, [or maybe the assailant] is still there and has a gun. Those are significant differences in deciding whether or not we [EMS] approach that scene or wait for law enforcement to let us know it’s safe. How does it work when you hear from the victim via text? (Text to 911 is only available in certain areas, but Austin is one). Let me create a scenario for you: [A victim texts,] ‘I’m a victim of domestic violence. I’m in fear for my safety. I need help; my partner is abusing me right now.’ [The response is,] ‘Police, fire, EMS?’ [And the texter writes,] ‘I don’t know. I’ve been punched, and he’s coming back for me again.’

10

We’ll get that text, because there is a victim at that point. There’s somebody who has been assaulted who needs an ambulance. [If the texter is still] in danger, we would say, ‘Stay silent, out of sight. Text me when you can.’ And we ask, ‘Do you feel like you can get out safely?’ When you’re on a call about a violent crime, what kind of decisions do you need to make as the call taker? All I have is my voice, the way that I say words and the words I choose. My timeframe is short. If I’m a field medic, yes, I have to act fast, to stop a bleed or to do whatever it is I’m doing. But I’m the one doing the acting. Over the phone, I have to convince some- one else to do the acting, and I have seconds to get their address and location to send an ambulance. I have just a minute or two to provide an entire range of instructions before somebody shows up to take over. I’ve got under a minute to try to control an otherwise hysterical person and get them to do what I ask them to do. What is that like for you? The amount of energy it takes to tailor my words and my tone to try to get somebody to do that is exhausting [especially] when it doesn’t work and I can’t reach them, or they are aggressive or abusive in their response to our attempts to get them to do it. So when we’re doing that 40 or 50 times in a 12-hour shift, over time that ends up being incredibly stressful. Are there times when you get a call while a violent crime is taking place? [I’ve heard of instances where] a call taker is on the line…and the [caller] is screaming, ‘Hey this person is being stabbed, come hurry, quick, please get here,’ and we can hear the assault taking place. It turns from screaming, to crying, to not crying as much, to silence. So we’re not just hearing the assault taking place, but hearing it transition from an assault in progress to what will turn into a murder investigation. It’s hard to even imagine what that’s like for the person getting that call. It is absolute helplessness. The only way I can try to project that to somebody else is, imagine standing behind a glass window, and watching somebody be assaulted—be it sexually assaulted, physically assaulted, emotionally assaulted or being murdered. And you have to watch it—with your ears, because we’re listening to it. You have to ob- serve it. Your ability to change the course of that is limited to your caller’s ability to comply with your instructions. In a situation like that, if we’re speaking to a bystander, by telling them to intervene, we’re [potentially] creating a second patient, or a third patient. We really just have to observe this process, which is one of the worst feelings in the world. How do you handle a call from someone who is about to be attacked? For a lot of these, we’re not even part of the call. Law enforcement deals with the ini- tial contact with 911. For our local system, if you text or call 911, it will be the Austin Police Department or Travis County Sherriff’s Department that says, ‘Do you need, po- lice, fire, or EMS?’ If the response is, ‘I don’t know. I think I’m about to be shot, or stabbed,’ that’s probably not going to make it to us in the first place. If we do receive something like that, our goal is to find out if someone there needs an ambulance. If they don’t need the ambulance or it hasn’t happened yet, then it’s not in our wheel- house.

11

[But] we’re not going to abandon the caller. We’ll help them stay silent and get to a safe place if [they] need to. But in that moment, the absolute priority is making sure the appropriate law-enforcement agency is responding to keep that caller safe and making sure that the call taker has the location and the information they need to send officers. Do the callers themselves ever threaten violence? Less frequently. We’re focused 100 percent on EMS calls. If a person is threatening violence, unless it’s toward themselves or something that would indicate we need to treat them medically or psychologically, that’s more of a law-enforcement issue than an [EMS] issue. What kind of emotional support is available to employees after potentially traumatic calls? We have a clinical office practice, two staff psychologists, employee assistance and peer support. [But most importantly,] one of the things we foster here at the academy is team accountability and a teamwork atmosphere. If somebody has to step away, we’ve got their back. We’re saying, ‘Go do what you need to do, we’re going to cover this.’ For that specific example I just gave you, there may be some tears immediately after disconnecting. That’s a collective effort between the person who took the call, their colleagues and the supervisor on that shift to say “Why don’t you go take a walk? I’m going to get your stuff together so you can go home and be with your family.” By supporting each other and allowing each other the space to cry, to reflect, to cope with trauma and stress, we let [our coworkers] know that we’ve got their backs and that if they need a moment they can take a moment. Do you feel your team is representative of call centers in other part of the country? I think there’s an inherent cohesiveness that occurs with shifts like these [regardless of location]. It’s not like a police car or an ambulance where it’s just the two of you. Depending on your service across the country, there’s anywhere between two and 10 of you in very close quarters [in a call center]. I attended a conference last year where I got to listen to call takers and dispatchers in Las Vegas speak about their experiences during the [concert] shooting last year on Route 91. They said things like, ‘We’re from different walks of life and different back- grounds, but when something tragic, something so traumatic happens, there’s no one else I would rather be with than these peo- ple around me. That’s the type of attitude and cohesiveness we have here at Austin-Travis County EMS. We do chuck wagon or potluck dinners where we get together, we break bread and we make sure that even though we may have tensions and disagreements with each other, we’re still a family.

12

13

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

14

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

15

Healthy Hydrating Summer Foods

In Texas the summer heat can last well into late October with days so hot that your body can quickly overheat, leaving your basic organs unable to function. Recently there has been a lot of interesting research about how hydration affects our mind, our mood, memory and learning, thinking and reaction time. Even if you're just mildly dehydrated, it can lead to mood changes and fatigue. Heat emergencies (Heat Stroke) can quickly occur if the body lacks hydration and is unable to cool itself down through perspiration. A good rule of thumb, sip half your body weight in ounces of water every day. A 150- pound person, for example, should drink 75 ounces, or just more than 9 cups of liquid daily. But it's not just water that hydrates you, 20 percent of your water intake comes from the food you eat. Below is a list of fruits and vegetables that are healthy, nutri- tious and loaded with water to add to your daily H2O intake.

Hydration affects our mind, our mood, memory and learning, thinking and reaction time. Mildly dehydrated, can lead to mood changes and fatigue.

Spinach Popeye was on to something. Spinach is not only rich in non-heme iron, but also it is 92 percent water and has only 23 calories per cup. Endive One of the most water-dense leafy greens out there (and that’s saying something), endives are nearly 95 percent water, containing less than 8 calories per cup Zucchini Raw zucchini is 95 percent water and has just 21 calories a cup. It’s a good source of vitamin C, manganese and other essential phytonutrients Bell Peppers Sweet red bell peppers have even more vitamin C than oranges. They’re also 92 percent water a delicious hydrating addition to your summer diet.

Radishes They’re an often-overlooked veggie, but here’s one great reason to add radishes to your summer salad rotation: They are 95 percent water. As a bonus, they’re high in riboflavin, fiber, calcium and magnesium, according to Nutrition Data. Arugula These peppery greens are extremely low in calories. There are only 25 calories in a cup, along with 91 grams (.38 cups) of water. Broccoli This cruciferous veggie appears dense, but it is actually 91 percent water — great news because compounds in broccoli have been shown to help reduce cancer risk and more.

16

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

Cucumber Like watermelon, this cool, green veggie is primarily made up of water. Slice up some cucumber for a quick snack, or sandwich, salad, or dip ingredient that’s rich in both skin cancer fighting vitamin C and plenty of dietary fiber. Cucumbers are roughly 96-percent water. That means one cup of cool cucumber slices is about as thirst-quenching as a glass of water. Celery Research shows that no one eats this crunchy, green stalk in vein. Sure, celery earns it’s low calorie reputation thanks to being made up of roughly 96-percent water. Munching on just 2 celery stalks can rejuvenate a series of vital electrolytes that we loose through sweating. Snow Peas As if there was any doubt to the cooling affects of snow peas. On top of this veggie’s rep as a cool, hydrating machine, these crisp, green pods are also jam-packed with vitamin C, a water soluble antioxidant, are able to help replenish collagen and protect skin from sunburn. Tomatoes Tomatoes are filled with water and fiber, which make them light yet satisfying in meals. So forgo the hot sauces and soups, and try your hand a refreshing summer salad or chilled gazpacho with plenty of hydrating tomatoes. Carrots Your mom was right: Carotenoid-rich carrots really do help maintain your vision. They’re also 87 percent water. Mint This herb’s cool, hydrating reputation is all thanks to a compound known as menthol. Research from theConversation.com explains that it’s the menthol that triggers the TRPM8 protein receptor in our brains into associating mint with a cool sensation. So don’t fight the cool factor of mint, put this natural herb in your iced tea, salads, and ice cream during the summer. Kiwi Research from the Institute of Medicine, shows that thanks to all of that juiciness, plus plenty of the vital electrolyte, potassium, which is associat- ed with muscle contraction, kidney function, and keeping the heart pumping, kiwi can help keep heat stroke at bay the kiwi always wins the battle of hydration. Watermelon Data taken from the U.S. Department of Agriculture (USDA), shows that watermelon is made up of approximately 92-percent water. Similar to other melons, the watermelon can trigger perspiration on the hottest, humid days. That’s why it’s the ideal beach snack.

Pineapple Juicy pineapple delivers the compound bromelain, a powerful anti-inflammatory agent. These tropical plants are about 87 percent water. Cantaloupe These melons are bursting with vitamins A and C and a compound called adenosine, which has heart-health benefits. Plus, they are 90 percent water . Grapes These berries (yes, grapes are actually berries) are 81 percent water. Grapes are high in vitamins K and C while grape seeds are full of additional antioxidants. Oranges Juicy oranges are 87 percent water, plus they’re packed with vitamin C. Pears Eating a white-fleshed fruit, such as a pear, every day might cut your stroke risk in half, a 2011 study published in the journal Stroke found. These hydrating fruits are 84 percent water. Apples An apple a day could help keep you hydrated, as the fruit is 84 percent water. Berries Blueberries and blackberries are more than 85 percent water while strawberries are 92 percent water, according to data from Bowes and Church's Food Values and the University of Kentucky. Mango One cup of mango slices will give you more than half a cup of water, according to the USDA. Plums Plums are stone fruits, a group shown to help prevent heart disease, stroke and type 2 diabetes, according to researchers at Texas A&M. Plums are 85 percent water. Cherries These tiny stone fruits are 80 percent water. That means if you eat a full cup of cherries (with pits), you will consume almost half a cup of hydration, according to the USDA. Grapefruit Citrus is typically grown in the winter and spring, but the juicy fruits can still help hydrate you this summer. Grapefruits are about 91 percent water, with the ruby red variety containing the most H20.

17

Community Relations

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

The art of playing is creativity at its best for children and seniors. It is important to keep the mind active to prevent and treat many things , including aging. Those with dementia and Alzheimer’s, often talk about babies and teddy bears because it gives them a sense of nurturing which most seniors need. Or perhaps it takes them back to their childhood. It does not really matter why, at the end of the day teddy bears put a smile on most faces! This hits close to home for Clemente Leal who states, “My mother is 91 years young and admitted to the Alzheimer’s unit at the Nursing Center where she resides. I’ve witnessed her and other residents take personal attachment to teddy bears, and with my mother, she’s says, they are her babies, meaning her kids. Yes, the ugly one represents me, she calls it the Demon!” Wouldn’t it be awesome if nursing home seniors, Alzheimer’s and dementia patients within our community had beanie babies to love and snuggle in their own rooms? At the end of the day, you would be hard pressed to find anyone who didn’t have or always want a teddy bear. And that is a wish that is timeless and not age specific, one that we here at Austin-Travis County EMS is trying to make come true for hundreds of nursing home residents. Beanie Babies make us feel loved, providing needed snuggles and helps with loneliness. The Beanie Babies were graciously donated to ATCEMS by Karen Hassinger, wife of retired ATCEMS employee Warren Hassinger. The Hassingers generous gift has made its way across the greater Austin area bringing smiles and joy to many deserving seniors. The first two stops were at Riverside Nursing & Rehab Center and Heritage Park Nursing Home with many more to come. ATCEMS Brings Joy to Seniors with donated Beanie Babies

Riverside Nursing & Rehab Center

Heritage Park Nursing Center

18

Fleet & Facilities

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

ACQUISITION OF DEMAND 4

We are excited to announce the purchase of Demand-4’s station located at 3400 Andtree Blvd. This station is now owned by Austin Travis County EMS and our Finance Department worked with the City of Austin Real Estate Office to acquire the land and building utilizing funds from this fiscal year. EMS Facilities is in the process of adding signage, completing some upgrades, and painting the building. A ribbon cutting ceremony date and time will be coming out soon.

Wesley Hopkins, Division Chief

The new paint job looks great!

19

Fleet & Facilities

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

The concrete was finally poured Monday, August 12th. It will take a few days for the concrete to cure before the work can continue. At this time we’ve managed to reach our first milestone, pouring the foundation. The construction should move a little quicker, given no other obstacles are discovered. UPDATE: Station 2 Progress

20

Operations Support

|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

Proposed EMS Stations

There has been a lot of talk about new stations recently so I wanted to take a moment to communicate the process and how EMS is involved. Earlier this year Council approved a resolution directing the City Manager to develop a six-year timeline to fund, construct, and staff five new EMS/Fire stations. The five new stations will serve the areas of Del Valle/Moore’s Crossing, Travis Country, Goodnight Ranch, Canyon Creek, and Loop 360/Davenport. These five new high priority EMS/Fire stations are slated to be completed in the next six years. It’s important to note this has never been done before in the City of Austin. This is an extremely complex process with an aggressive timetable associated with these projects. A Steering Group was created comprised of multi-departmental representation from EMS, Fire, Public Works, Capitol Contracting, and Developmental Services. Several other departments from Real Estate, Small and Minority Business, Building Services, Watershed Protection, Law, Austin Water, Austin Energy, Transportation, and Parks will also play an important role as the stations progress. A Program Charter was created that defines the project goals and objectives, scope, schedule, budget, the design/ build delivery method, project team roles and responsibilities, communications, and key stakeholders. Chief Brown and I have attended two community meetings regarding the proposed Del Valle/Moore’s Crossing and Travis Country EMS/Fire stations as these are the first two priority stations to be complet- ed. Initial project work and planning has been completed on these two stations. The Del Valle/ Moore’s Crossing station has land acquired by Real Estate off of Elroy Road and the group is evaluating multiple sites for the Travis Country station.

Initial discussions have begun on Canyon Creek and Good Night Ranch stations with the 360/Davenport Ranch station being worked on last. More to follow as these projects evolve.

Wesley Hopkins, Division Chief

21

By Amanda Baker , Captain

EMS EXPLORER POST 247 SUMMER CAMP

On July 9 th 2018 EMS Explorer Post 247 hosted its annual Summer Camp Session. Each year the Explorer post hosts a two week summer camp session to provide the Explorers with an opportunity to experience hands on training and opportunities that are often unavailable at other times of the year. The Advisors of EMS Explorer Post 247 work with local resources such as Star Flight, Scouts BSA, MCOT and Travis County Intergral Health to provide these opportunities. This year at camp, the Explorers spent a day learning water rescue skills and drown proofing with Captain David Heintz and Medic II Nick Olivo during the first week of camp. On Tuesday morning the group left for a 3 night camp out at Beuscher State Park in Bastrop County. While at the park, Explorers got to participate in various team building activities. They also took part in search and rescue training that in- volved a trauma scenario. The explorers had the opportunity to visit with the State Park Police at the park.

Week two of summer camp began on July 16 th and gave Explorers a week of specialty training classes. Explorers were taught a safety and self- defense class by Sgt. Aaron Thomas with Seton Healthcare where they learned to verbally de-escalate tense situations and how to keep themselves safe if physical altercations are unavoidable. They then spent a day hiking through the green- belt and then swimming at Barton Springs Pool. Wednes- day provided the Explorers the opportunity to learn animal first aid complete with puppies for hands on training that were brought by Commander Temple Thomas and Medic II Fiona Thomas. In the afternoon, John Reynolds with MCOT taught a modified mental health first aid course. On Thursday they were given a tour of the Star Flight hangar and had the opportunity to climb through the aircrafts. They also had the chance to have a question and answer session with the Star Flight crew. Summer camp then concluded on Friday with a day spent rappelling and learning rope rescue techniques from

Captain David Heintz and Medic II Nick Olivo. Explorer Post 247 provides this two week training opportunity each year but continues to operate all year long. Advisors plan weekly training meetings that are held every Tuesday night. Field providers who join the program as Ride-Out Advisors also provide the Explorers with the opportunity to ride out for shifts and gain exposure to real time patient care. The program is open to youth aged 14-21 who have completed the 8 th grade. Explorers are issued uniforms and attend training and community events as well as participating in the Ride-Out program. The program is provided at no cost to the Explorers. If you know some- one who is interested in a career in EMS or the medical field, Explorer Post 247 is a good opportunity to gain hands on experience. Youth interested in joining can visit our website at emspost247.org and fill out the registration form for more information. ATCEMS Field Providers interested in becom- ing a part of the program as a Ride-Out Advisor or at weekly training and events can contact Captain Amanda Baker for more information.

22

23

24

25

Employee Recognition

||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

FANTASTIC

KUDOS

Recently the Community Health Paramedic team announced a selection process for Medic I’s and Medic II’s to join CHP. We were honored to have a large number of outstanding colleagues apply for the positions, and it was a very competitive process. We are very pleased to announce the following reassignments to CHP:

Brenden Cluskey, Mll

Camille Beaver, Ml

On May 11th you two helped me come back to my senses after having passed out and punching a hole through the dry wall with my head. Your expertise, calm demeanor, and compassion helped me feel like I was in the most adept hands. Y’all are wonderful at your job and I have a hunch that you’re likely amazing people in general. Thank you endlessly.

Medic II Nancy Monson Medic II Daniel Cummings Medic II Simon Powell-Evans Medic I Lia Bermudez

Vanessa D.

Jackie Hays (Billing)

Adam Balboa, Mll

Joanna Cruz (Finance)

Scott Lewellen , Ml

On behalf of the Records Management Unit we wish to acknowledge Jackie and Joanna for going above and beyond in assisting us with notarizing our many, many affidavits. There help with this daily task took them away from their full work load but they were both ready and willing to help, even if it was 30 affidavits. Thank you both for being so awesome.

“I love this letter. We received this infor- mation on a piece of correspondence.” Margaret Hackett, Billing &Coding Supervisor- ATCEMS

I just wanted to ass a note about the outstanding care we received from your team. Mr. Balboa and Mr. Lewellen were professional and caring the entire time from the second they arrived until leaving us at the Children's Hospital. While on vacation, my autistic nonverbal son Ledger became horribly ill. Being all alone, it was definitely a stressful time for me. Your team helped put me at ease. We left the hospital that night with a diagnosis of a stomach virus. After arriving back home in Florida, and my son not seeming to get better, we discovered his appendix had ruptured. After a week at our Children's Hospital, my son was back to his old self. Please tell your team how thankful I am for their care, empathy, and expertise.

Diana Palomo, Administrative Specialist Minnie Lopez, Medical Records

Dawn & Ledger V.

26

||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||

EXCELLENT

Akers, Jason VanZandt, Donovan Kozowyk, Kevin Irby, Alvin Nicholes, Kevin Balboa, Adam Simmons, Jessica Dionizio, James

Success is not just what you accomplish in your life, it is about what you inspire others to do.

Margaret Hackett , Billing &Coding Supervisor-

Payne, Jessica Hedrick, Timothy Date of Service 05/10/2018

Margaret Hackett , Billing &Coding Supervisor-ATCEMS

27

Customer Service Response:

400 calls were made during June. The questions asked focused on measurable

customer service actions.

Patient Comments:  “The medic with me was very informative and gave reason why I should go to the hospital. He spoke in a lighthearted manner with a little humor, and communicated all the way to the hospital.”  “Their efficiency, they made me feel very comfortable, explained everything to me, and asked me before doing anything.”  “Very kind, very calm and reassuring. They medic in the back put his hand on my shoulder and let me know everything was going to be alright. I appreciate what they did for me. They were excellent!”  “My first time in an ambulance, I was a little frightened, but those two guys were great and made me feel everything was O.K. They talked to me and let me know everything that was going on. I would give them above the highest rating.”  “The medic himself was excellent, he talked me into going to the hospital as I didn't want to go, but I appreciate him doing that because he was right. He talked to the nursing staff and then came back with information for me before he left.” Respondents were asked to rate the customer service provided by our medics on a scale from 1 to 5, with 5 being the best 76.39% of the patients rated the customer service they received at a 5 and 20.83% rated their service at a 4. The average rating overall was 4.74 out of 5 for customer service. The response we obtained from our customers is evidence of the great medics we have and the tremendous job they do each and every day.

28

Customer Service Response:

347 calls were made during July. The questions asked focused on measurable

customer service actions.

Respondents were asked to rate the customer service provided by our medics on a scale from 1 to 5, with 5 being the best 80.28% of the patients rated the customer service they received at a 5 and 19.72% rated their service at a 4. The average rating overall was 4.80 out of 5 for customer service. The response we obtained from our customers is evidence of the great medics we have and the tremendous job they do each and every day.

Patient Comments:

 “The medics are second to none. I was emotional and the guys were great to help settle me down. They came to me in the county jail and told me not to worry that it was just me and them now so we were able to talk freely together. I really do appreciate them and how they responded to me that day.”

 “They were professional, caring and honest. I got the feeling they cared more for my mother than the doctor did. I am serious about that.”

 “The male medic was good looking and they were all just excellent. I hit my head and I woke up after I was in the ambulance, looked up and saw a gorgeous hunk and lots of medics there helping me. Please tell everyone of them how much I really appreciate them. They were great!”

 “Extremely courteous and kind and they are every time they come out. I enjoy those young people and their service. Please tell your Chief that I really appreciate them and they couldn't do a better job.”

 “Outstanding, they were prompt to arrive, explained everything they were doing, including how they would get my husband out of the back yard with a broken hip.”

29

30