From Embittered to Empowered
Written by Shannon Polito, ENP, published January 3, 2023
I was the angry dispatcher that everyone knows in their center.
I had been a dispatcher for about five years at the time, and the first two years were blissful. We were fully staffed, and I was living the full dispatcher life where I knew I was the coolest, most wanted on the channel, fastest subject runnin’ gift to all of dispatch. I really enjoyed the people I worked with most often (those with the least seniority like me), and when I left work, I couldn’t wait to get back and reconnect with those on the other side of the channel. They were my people.
And then things shifted. We lost a lot of people and were grossly understaffed, which meant mandatory overtime. “Don’t worry,” we were told, “it will only be for about two years,” they said. At the moment of my max rage, it had been three years, and we were nowhere near full staffing again (we still aren’t eight years later). I had some interpersonal issues with a specific dispatcher who felt as though her texting conversations were more important than what was happening on the channel and somehow managed to change her voice to magically become oh-so sultry when she was on the channel. We can all picture at least one of those in our heads. I felt betrayed by several fair-weather friends. I felt like those in charge of us didn’t know what they were doing and were targeting me with their ignorant decisions. I had (and still have to be honest) extremely high standards for how people should be and how they should do their jobs. They were all failing to even come close to my standards, and it just stacked inside of me. I was the Victim. Everyone was against me, everything was the worst, and I had no responsibility for any of it. I hated how little people knew about a subject that interested me and was incredibly important for officer safety; our state’s database returns. People played fast and loose with how and if they saw warrants, restraining orders, probation hits, sex registrations and God help everyone, with our DMV returns. I saw an opportunity to get trained in this area so that I could then in turn train others. I could finally be in control and make people listen to all the incredibly amazing things I had to say!
I went to the training and learned that we were not really trained in the actual databases like I had hoped, but kind of told how to train them once we learned more about each individual one. I left certified to train others in CLETS (California Law Enforcement Telecommunications System) and got back to work, unsure of what to do with it. I started seeking out DOJ trainings for the different databases that we must learn, and found that I really loved these dry, confusing, gray area’d topics. I found them incredibly interesting and got really excited about something that instantly bored others to tears. I asked if I could join the person who taught this topic in our in-house academy and was told I could. I pulled what materials were being used and saw that they had literally nothing to do with teaching what was needed for these databases. My indignation was justified! I knew people were not up to my standards, and here was proof of part of the reason why. I rebuilt the entire presentation from scratch and poured my heart, soul, and all my new knowledge into them. I created the first three of what would eventually become 27 games for our students to play. I asked the person who had been teaching this area over and over again for feedback but received none. Another reason to be frustrated! Then the final straw was when I showed up for our first day of training, and she did not. No call, no show.
From that point on, our database class became mine. I got to teach new dispatchers about a topic that everyone else hated but I was passionate about. I made it as engaging and entertaining as I possibly could. I had ideas and activities and the order of things that did not work, so it became a constant work in progress. With four academies a year, I had plenty of time to keep working and progressing. From that first class, it became a fully immersive program in which our students not only got the information they needed but got to interact with the material by playing games. And there was retention! We started producing students that actually hit the floor with workable knowledge and skills. I loved getting to teach despite being a swing shifter and being forced to teach during dayshift hours. I argued for a swing shift academy, coincidentally on the days I taught, but was *unpredictably* denied. I got so involved in instructing that I spent (and continue to spend) hundreds of dollars on games, supplies, craft supplies, candy (candy breeds compliance in all ages), and anything I thought I would need to create a fun and engaging learning environment.
I realized that I might have something to share with others. I created my own class, How To Make Teaching CLETS Fun, and got to teach it at the state CLETS chapter meeting. It got such positive responses that I was asked to do so at the annual conference. I cannot describe how excited I got and still continue to get when I instruct outside of work. I have since created multiple other classes and became emboldened enough to reach out to the local Basic Dispatch Academy about becoming an instructor. I now teach two days out of each of their academies about 6-8 times a year and would do more if my work schedule did not conflict. After being inspired by a breakout session at one of the CCUG conferences, I created and submitted my Cumulative PTSD course to multiple conferences. I have since been given the privilege of teaching at CalNENA, Navigator, and APCO.
I was able to channel all of my anger and frustration into passion and tenacity. I feel that I was led to that moment of experiencing the energizing feeling that teaching brings by something much greater than me. Rather than it draining my heart and spirit, it renews them. This allows me to still feel love for the job that I could have easily allowed to make me become the lifelong bitter dispatcher many of us know (and don’t love). Instead, just this last year, I was nominated for and received the Ramona Raymond Pillar of Inspiration award for my work in wellness education/help, leadership, and training. I say this not to brag but to show just how far I have come. I get the best of both worlds. I get to continue to work in our in-house academy and train our new fledgling dispatchers, work a job that I love to do, and then take my passion and drive outside to help others on their journey. I am constantly looking for ways to improve myself as an instructor and a person.
This has all led me to start my own beginning whispers of a business plan, Help For the Headset. My goal is to help others become the best dispatchers they can be by helping them become the best and healthiest person they can be.
I look back at the journey I have gone through to go from an angry stereotype to an incredibly motivated dispatcher who jumps at every opportunity to bring knowledge and guidance to any who seek it, whether it be newbies or those who have made this their lifelong career. The power of finding my passion gave me the ability to make the change. I am and will forever be grateful for that initial opportunity and everything it has brought with it. That would be my call to action for those who are on the road to burnout, are already angry, or feel too far gone…you’re not! Find something that stirs your heart and spirit, and throw all that energy into it. You will be renewed, both in life and in your work.
Thank you, Shannon for sharing your experience with us. If you are interested in writing a blog, please email amanda@911derwomen.com. Sign up for our newsletter on our homepage to stay up to date with 911der Women programming, exclusive content and blog updates. Click here and scroll to the bottom.
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