Sheriff’s Office finds new tool to help shore up current and future dispatch challenges

For all the controversy that has surrounded the Stillwater County Sheriff’s Office dispatch in recent months, the implementation of a new software program designed as a pre-employment tool is a welcomed arrival.
The CritiCall public safety dispatcher pre-employment software was presented to the Stillwater County Commissioners in a budget meeting at the end of May. Making the presentation were Undersheriff Chip Kem and Chief Communications Officer Jennifer Siegfried who described it as an online test for a dispatch candidate that covers the following:
-Decision making.
-Data entry.
-Audio data entry.
-Comprehension.
The dispatch candidate sits at a computer, listens to verbal instructions for each area of testing, runs through a practice test and then the actual test.
In Decision Making, a candidate listens to a caller report some kind of emergency and then chooses one of four agencies to send. Those agencies include police, fire, EMS and utility. The candidate has 15 seconds to choose an agency.
In Data Entry, a candidate listens to a caller who provides information such as a name, location, vehicle description and license plate and must correctly enter that information. As the test progresses, the information comes faster and in various order. All the while, the candidate must listen for a siren to notify him or her of an incoming 911 call and simultaneously decide which type of agency to dispatch – within 15 seconds.
As the test progresses, more tasks are added.
Kem said the tests will help identify strengths in a potential candidate, as well as weaknesses.
“It will tell some people ‘This isn’t for me’,” said Kem.
Siegfried said the software can also be used to evaluate current dispatchers. She is also hopeful it will help with retention.
Kem and Siegfried told the commissioners the $2,000 program was one they wanted to implement.
“Now?” said Commissioner Maureen Davey, nodding her head yes.
In short order, Commissioner Gerald Dell and Dennis Shupak expressed support and got the ball immediately rolling.
“It will be a great tool,” said Commissioner Dell.
The $2,000 is the initial purchase price, followed by $14.95 monthly subscription payments. A computer has been designated for use of the program and Siegfried is already using it.
All but one current dispatcher has less than a year of experience.
Commissioner Davey posed a blunt question.
“What if we see they (current dispatchers) can’t handle it?” asked Commissioner Davey.
Kem responded the program could be used to evaluate current employees, identify areas of weakness and provide current dispatchers with additional training to help them improve.
The program is already being used as potential dispatchers are being interviewed this week, Kem said Wednesday afternoon.