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Communications Center New Hire Academy & Training Programs: "Back to the Basics"
Lisa Martin, CMTE
Guardian Flight & Med-Trans
Communications Centers worldwide are constantly looking at hiring their next team member with hopes that they will become the subject matter experts in their communications center. As managers, trainers, and team members, we hope these new team members will have the same commitment to safety as we do and that they are the perfect fit for our team dynamics. But are we setting them up for success in our New Hire Academy or Training Program?
In surveys received from recent new hires, terms such as "Death by PowerPoint," "what we learned in Academy is not how things are "done" on the floor," and "trainers have no idea what academy is teaching" are the harsh realities that I have received at the very end of training.
This session focuses on those challenges, what our team is doing to overcome them, and how we are getting back to the basics by teaching the fundamentals of communications in preparation for releasing staff to the floor.
Pros and Cons of Implementing Part 121 Dispatching Certificates in Part 135 Operational Control Centers (OCC's)
Justin Frasier
Apollo MedFlight
This presentation explores the integration of 14 CFR Part 121 Aircraft Dispatcher certification into the operational framework of Part 135 Operations Control Centers (OCCs). It highlights the benefits, challenges, and regulatory considerations associated with elevating operational control standards in Helicopter Air Ambulance (HAA) flight operations.
The session begins with an overview of Part 135 OCC roles and responsibilities, comparing them with Part 121 dispatch requirements. It then examines how certified dispatchers can enhance safety, efficiency, and regulatory compliance in Part 135 operations, particularly through improved flight planning, weather analysis, and real-time decision-making.
Key implementation steps are covered, including training requirements, certification, and operational workflow adjustments to allow for enhanced operational control.
The presentation concludes with a discussion on the future of operational control in Part 135, emphasizing how dispatcher certification can align with evolving industry standards and safety management systems (SMS). Attendees will leave with actionable insights into adopting dispatcher certification to enhance operational excellence in their OCCs.
Sky's the Limit: How Flight Vector & Tiger Connect Optimized Communication and Multitasking in Air Medical Centers
Brian Fosse, AAS, NREMT, CFC, ACS, EMD, CMTE, CTO, CCS, CADS
In air medical transport, every second counts. Clear, efficient communication can mean the difference between a seamless patient transfer and a critical delay. This session will explore how Flight Vector and TigerConnect enhance Life Flight communications, allowing air medical teams to communicate faster, multitask more effectively, and improve patient care.
We’ll break down common challenges such as dispatch bottlenecks, missed messages, and inefficient workflows, showing how these tools optimize operations through real-time messaging, automation, and improved team coordination. By integrating these technologies, air medical centers can reduce delays, enhance response times, and create a more streamlined communication process.
Whether you’re a dispatcher, clinician, or administrator, this session will provide practical strategies to improve workflow efficiency. Attendees will gain insights into leveraging Flight Vector and Tiger Connect to ensures instant, secure communication between teams. These solutions not only enhance multitasking but also contribute to better patient outcomes by ensuring critical information reaches the right people at the right time.
Join us to learn how these technologies are revolutionizing air medical communication and how you can implement best practices to optimize your operations.
Emergency Preparedness and the Comm Center – How Ready Are You?
Dusty Blumberg
HCA Healthcare
Emergencies can strike without warning, and for communication centers, the ability to respond swiftly and effectively is critical. From natural disasters like hurricanes, floods, or wildfires to infrastructure failures or security threats, being prepared isn't optional, it's essential.
This presentation will explore the vital question: How ready is your comm center in the event of an emergency? We’ll examine the types of emergencies that can impact operations and highlight the often-overlooked need for mobility, flexibility, and proactive planning in public safety communications.
Drawing from firsthand experience, I will review the processes and protocols my agency implemented following a natural disaster, with a focus on building resilient, adaptable operations. Key topics will include the importance of preparedness drills, identifying and securing alternate locations, ensuring communication continuity, and most importantly prioritizing the safety and well-being of your staff.
Strengthening Collaboration with Your Communication Center
Maggie Ross, Life Link III
Effective collaboration and communication with your Communication Center go beyond operational efficiency—they are fundamental to building strong relationships and ensuring seamless air medical transport. Each department plays a critical role in the process, and understanding how to effectively communicate can significantly enhance daily operations. This session will focus on the importance of interdepartmental collaboration, emphasizing the crucial role the Communication Center plays in supporting crews and engaging potential partners.
We will discuss best practices for fostering effective communication, including strategies for mutual support, building trust, and recognizing the vital contributions of the Communication Center staff. Additionally, we will explore ways to support the Communication Center through ongoing engagement and training, ensuring they have the resources needed to operate at their best. Strengthening this relationship is essential to improving efficiency, enhancing safety, and fostering a culture of appreciation. By recognizing their efforts and providing continuous support, we can create a more cohesive and effective team.
Three's Company! Co-locating the Hospital Transfer Center, Shift Supervisor and Communications Center. Reviewing the Change Management of Co-Locating the Teams & Gains from the Dynamic Collaboration
Leanne Reaves, MSN, RN, CMTE, LIFT-C, CEN
UNC Carolina Air Care
Daniel Cheek, RN, MBA, BSN, CCRN, C-NPT, EMT-Paramedic, CMTE
UNC Health Care
Megan O'Connor, RN, DNP, NE-BC
UNC Health Care
In this panel discussion, the leadership of the air medical transport team and patient transfer center will share their experience of co-locating key elements of air medical transport operations. By bringing together the quaternary hospital transfer center, the transport team shift supervisor, and the air medical telecommunications communications center into one unified location, the team was able to streamline patient movement, enhance real-time coordination, and improve response times.
Through this collaborative approach, the team achieved significant improvements in patient care, operational efficiency, and team synergy. Panelists will share the process of implementing the co-location, the challenges they faced, and the successful outcomes that resulted from breaking down silos within their system. Attendees will gain valuable insights into the change management strategies that enabled this transformation, as well as the direct benefits to patient transport that emerged.
This session is ideal for transport professionals seeking to enhance collaboration and streamline operations across multiple facets of air and ground transport systems, ultimately improving patient outcomes through a more coordinated and agile approach.
Train the Trainer: Empowering the Trainer
Lisa Martin, CMTE
Guardian Flight & Med-Trans
Communications Centers are at the forefront of every emergency transport agency. Our communications centers focus on creating educational content to educate our new hires and placing individuals in these roles to ensure that this education meets or exceeds industry standards. However, what happens when our new hires become trainers? Does your agency training include a train-the-trainer program?
Throughout our industry, we seek ways to educate our staff and ensure they have the tools, resources, and education needed to do their jobs quickly, efficiently, and effectively. This session's focus is on educating our trainers with a purpose. When your trainers are involved and educated with what our trainees are being taught, the team's mindset dynamics shift to understand expectations from both the trainer and trainee perspective to increase morale and possibly increase retention within the communications center. Making a trainer the subject matter expert without training them before giving them a trainee opens inconsistencies and deviation from what is being taught in your training programs.
A Look at Weather Turndown
Stephen Mills, CMTE, CFC, ACS, AirMed
Aaron Bowles, MBA, CMTE, CFC, ACS, GMR
Weather Turndown is a free service that has been in use since 2007 and has recently been undergoing a major system overhaul that will allow the system to continue to be a benefit to the Air Medical industry going forward. This presentation will cover the Weather Turndown system: What it is, why it is important, and how to use it. We will show the new enhancements that are being rolled out to modernize the system and the new features and improvements we have added, such as text notifications, drone alerts, and the system API to let CAD systems directly interface with Weather Turndown.