Where can we start the discussion to start building a better version of this?
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My hell as a 911 operator
51–60 of 241 posts
Re: My hell as a 911 operator
#52Holy hyperbole. Definitely seems like this worker is frustrated beyond sense or has an agenda with saying things like: They give rookie operators two months training, and after that just throw ’em in. They’re not ready. Two months training is not enough training? This is implausible. At its core, they're answering the phone, determining the reason for a call and typing information from the call into a computer. They'…
>Two months training is not enough training? You've never answered the phone, have you? I've worked in customer service and (while that's not exactly any way on par with what these operators go through) there's an entire volume of stuff to keep in mind before going in. Being an operator involves engaging in a fundamentally unnatural mindset that's often completely antithetical to what your normal responses would be.…
I can't agree w/ this assessment more.
I did some contract work on network gear in a rural Ohio county's 911 center a couple of years ago and spent a few days around the dispatch center. I have a ton of respect for the work that the dispatchers do. I listened to them stay calm, cool, and collected while taking calls from people who were completely freaked-out (angry, injured, scared, etc).
The job is certainly a lot more than just answering the phone.
Re: My hell as a 911 operator
#53Now imagine for a moment 911 line was a private company. People subscribe to it, pay a monthly fee, call it, wait to get through and don't receive help in time. What do you think people would do then? Stop paying and likely file a lawsuit. Good luck doing this with a government.
This would of course tie in with the private police force and private fire service, right? And when the customers stop paying and sue the company into oblivion, who handles the calls? Do you prevent monopolies from forming so no one company becomes responsible for all 911 call traffic? That doesn't sound very libertarian to me.
Let's presume we're interfacing with public services here, just for shits and giggles. What happens when grandma Jean forgets to pay the bill one month? Does she lose access to those public services when she needs them most because her 911 is redirecting to a busy tone?
Re: My hell as a 911 operator
#54Holy hyperbole. Definitely seems like this worker is frustrated beyond sense or has an agenda with saying things like: They give rookie operators two months training, and after that just throw ’em in. They’re not ready. Two months training is not enough training? This is implausible. At its core, they're answering the phone, determining the reason for a call and typing information from the call into a computer. They'…
Have you called 911? The operator essentially does triage over the phone, and advises what intervention the caller should engage in. They are not just there as dial-an-ambulance.
Re: My hell as a 911 operator
#55A lot of posts here talk about open source projects or the relative simplicity of implementing something like this at it's core: I agree with the idea though I understand that emergency systems require a high level of reliability similar to mil-spec hardware I imagine. If there was any justification for that price of 88+ mil, that would be it. Looks like that went right out the damn window. All systems have bugs, I t…
I work in the call center branch of a fairly large corporation. Obviously we're not saving lives and dispatching fire trucks, but for some reason it seems like we're dead set against doing incremental rollouts and user testing in any meaningful way. Don't get me wrong, I see things get to user testing phases and we have reasonable ways of logging bugs and problems, but almost every project I've seen had kept on truck…
"but almost every project I've seen had kept on trucking to meet an arbitrary deadline regardless of how poorly any of the testing goes, then the system hits the floor"
And the reason for this is simple..the one person who can pull the plug on a project of this magnitude, won't. Simply because s/he doesn't want to have to answer to having already dropped 88 million with nothing to show for it. There becomes a single person to blame at this point, whereas a failed system that gets implemented, suddenly allows for MANY people to be thrown under the bus.
Re: My hell as a 911 operator
#56Earlier quoted context omitted.
>Two months training is not enough training? You've never answered the phone, have you? I've worked in customer service and (while that's not exactly any way on par with what these operators go through) there's an entire volume of stuff to keep in mind before going in. Being an operator involves engaging in a fundamentally unnatural mindset that's often completely antithetical to what your normal responses would be.…
I can't agree w/ this assessment more. I did some contract work on network gear in a rural Ohio county's 911 center a couple of years ago and spent a few days around the dispatch center. I have a ton of respect for the work that the dispatchers do. I listened to them stay calm, cool, and collected while taking calls from people who were completely freaked-out (angry, injured, scared, etc). The job is certainly a lot…
Obviously there's a whole heap of details, systems and other areas to be thoroughly familiar with. My criticism was of OP suggesting that somehow 2 months not being good enough was a stretch and the story was hyperbole. Although I haven't dealt with 1/100th of the stress a 911 operator has to go through, I can say that sentiment is quite silly.
Re: My hell as a 911 operator
#57Now imagine for a moment 911 line was a private company. People subscribe to it, pay a monthly fee, call it, wait to get through and don't receive help in time. What do you think people would do then? Stop paying and likely file a lawsuit. Good luck doing this with a government.
You're proposing subscription-based private emergency services?
Re: My hell as a 911 operator
#58Now imagine for a moment 911 line was a private company. People subscribe to it, pay a monthly fee, call it, wait to get through and don't receive help in time. What do you think people would do then? Stop paying and likely file a lawsuit. Good luck doing this with a government.
You absolutely can sue the government if their responders fail in their job and someone is hurt or dies. This happens all the time.
Re: My hell as a 911 operator
#59Now imagine for a moment 911 line was a private company. People subscribe to it, pay a monthly fee, call it, wait to get through and don't receive help in time. What do you think people would do then? Stop paying and likely file a lawsuit. Good luck doing this with a government.
This would of course tie in with the private police force and private fire service, right? And when the customers stop paying and sue the company into oblivion, who handles the calls? Do you prevent monopolies from forming so no one company becomes responsible for all 911 call traffic? That doesn't sound very libertarian to me. Let's presume we're interfacing with public services here, just for shits and giggles. Wha…
Here's an example of that kind of situation happening for a fire department in Tennassee: http://thinkprogress.org/politics/2010/10/04/122193/county-f...
Re: My hell as a 911 operator
#60What if we made 911 into a voucher program.
When signing up for a phone, you must pick a 911 provider. The cost is fixed, so you're not choosing based on saving money, but based on quality of service. Each provider would be audited and would publish response times, etc.
You could choose the government program described in this article, or go with someone more technologically advanced.