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From Under The Umbrella(s) The Shreveport (LA) Fire Department Communications Division Becomes the First CALEA Communications Accredited Fire Department
On July 12, 2003, the Shreveport Fire Department Communications Division made history twice. Our division (hereafter referred to as Fire Communications) became the first fire department agency in the history of the Commission to achieve CALEA Accreditation. Fire Communications is also the first communications agency in the state of Louisiana to successfully complete the Public Safety Communications Accreditation process. In order to prevail, the division had to face several major challenges. The most apparent obstacle being the ability to comply with required standards while operating under numerous regulatory “umbrellas.”
As a division within a city fire department that is regulated by state civil service, Fire Communications is obligated to abide by laws set forth in the Louisiana Municipal Police and Fire Civil Service system. The next level of authoritarian control is enforced by the codes, administrative procedures, rules, and regulations of the City of Shreveport, followed by policies of the Shreveport Fire Department. Finally, the communications staff is guided by the written directives, which are developed exclusively for the operation and control of the division.
Regulation does not rest with the governing principles of the state, the city, the department, and/or the division alone. Fire Communications is housed in a state-of-the-art facility and operates equipment within an enhanced 911 emergency environment. The facility and equipment is provided by Caddo Parish Communications District Number One, which was created by Parish Ordinance. As city employees, the Fire Communications staff serves as the primary public safety answering point (PSAP) in accordance with an inter-governmental agreement between the Communications District and the City of Shreveport. Thus, with all the ruling bodies acknowledged, it was apparent that complying with each applicable CALEA standards would not be a simple task. The goal of this accreditation manager became focusing on the phrase, “It is attainable,” and so, the work began.
After returning from training sessions at the CALEA Conference in Atlanta, 1999, the communications staff was briefed on the accreditation process and in-house training was initiated. With PowerPoint in hand and documentation on the history, process, phases, goals, costs, and benefits of the proceedings, the Fire Communications staff was instructed and tested on Public Safety Communications Accreditation. Policy and procedure manuals were reviewed to identify directives in place that would satisfy the requirements of CALEA standards and those that would have to be developed. Also recognized were those procedures that were in practice but had no supporting documentation as proofs of compliance. Memos were pulled that would provide additional written support. Since entering the process, 60 new communications division directives have been written and issued, and 23 have been revised to ensure standards are met.
Directives up for review were distributed soliciting input from the entire communications staff. Associated accreditation standards were attached to each directive review packet with the note, “The CALEA standards that address this directive are also attached. As you review the directive, consider the level of compliance attained.” Including this phrase served to stimulate “buy-in” from agency members and promote understanding of the process.
Those standards related to operations, recruitment and selection, training, facility, and equipment, were the least difficult to address because they were satisfied by in-house policies and procedures. They were under the division’s span of control or mandated by the Communications District. The true trials were realized while striving to bring into compliance those standards that are controlled by outside entities – the Fire Department, the City and the State. There was the tendency for some personnel outside of the division to become defensive when questioned about procedures or asked for verifying documentation on actions that were “always done that way but never written up.”
Fire Communications became a member of the Texas, Arkansas, Louisiana, Oklahoma, New Mexico (TALON) Accreditation Coalition, and staff members have benefited from their numerous training seminars, as well as those offered at CALEA Conferences. The accreditation family has always been overwhelmingly accommodating to our ‘fire’ agency, but oftentimes questioned their ability to assist with the division’s attempt to become accredited. We frequently heard, “We don’t know if this can help you, but…” The opinion was that there was not much a law enforcement agency would have in common with that of a fire department communications division. We all came to realize that the methods of compliance for standard chapters addressing organization, direction and authority, human resources, recruitment and selection, and training are basically the same for any public safety agency, regardless of their title. Fire Communications has ultimately been able to use recommendations and advice from law enforcement agencies throughout the country, and to revise many of the directives offered by those agencies to suit our purposes. Thank you law enforcement!
Shreveport Fire Department administrative and communications personnel, honored by the recognition, were asked what it means to them individually to have the division achieve accredited status. Some of their thoughts are as follows:
“Accreditation is, among many other valuable things, a road map for success for SFD Communications, both now and in the future. Abiding by the disciplines of CALEA assures credibility that will transcend the current leadership, securing quality communications services and internal processes for years to come.” Kelvin Cochran, Fire Chief
“Since becoming Chief of Communications almost 20 years ago, I have had a very simplistic answer to the question, “What is your major goal for your division?” My consistent response has been simply, “To build the best communications center that can be found anywhere.” Prior to the development of the CALEA Accreditation Program, Public Safety Communications Centers had very little by which to gage the success of our efforts. The CALEA program standards now afford a strong foundation by which we can measure our success. It is an honor to join the growing number of Public Safety Communications Centers seeking professional excellence through this program.” Willis Carter, Chief of Communications
“Many people think you can only achieve accreditation if you’re a large center and have the best equipment to do the job. That is simply not true. Regardless of the resources your agency has, it’s still the people, policies, and leadership of that agency that determine whether it’s good or not so good. I see our CALEA Accreditation as proof that we are as good at our job as we say we are. It’s proof that we utilize our resources efficiently, we have good policies, and we have positive leadership. Most of all, the accreditation proves that our people know what they’re doing, and how to do it right.” Kathy Rushworth, Assistant Chief of Communications
“Accreditation is the official recognition that our division deserves for excellence!” Billy Jordan, Fire Communications Officer II
“When we started the adventure towards accreditation it seemed like an overwhelming process. However, as I began reading and learning about the process, I realized that it was much like our organization - a division among training, administration, operations, and personnel, with a numerical assignment for easy reference. By taking small bites, digesting, and understanding the standards, I realized that we were indeed a professional organization. The CALEA process made us aware of areas where we were deficit or needed fine-tuning. These improvements have been made, and we are the better for it. The productivity of the division has been enhanced. We have held ourselves to a higher standard than just doing the job. We are doing the job well. It was a rewarding experience for me to have the evaluators (assessors) come to our organization and share with them the projects that we are involved in, and the progress we have made. We were able to showcase our training shift, our quality assurance program, and our professional organization. Now that we have our certificate outside the door, I know that it is not the time to stop. It’s the time to go ahead and make it even better. Our pride of professional accomplishment is envied by other organizations within our building!” Roxanna Taylor, Fire Communications Officer II
“This is our recognition for the outstanding job performed by our division.” Sharon O. Clark, Fire Communications Officer II
"This certification validates all the hard work and efforts that we all gave in support of this initiative. In addition to being recognized for meeting the highest set of standards and criteria that only a few achieve, we have proven to the citizens of Shreveport that our mission is to provide the very best service possible. Although I am only one player out of many, I am personally satisfied with this recognition and feel proud to have been part of the department's success.” Raymond Mathews, Fire Communications Officer II
“To have obtained this accreditation means that our division collectively displayed outstanding efficiency, accountability, and performance under highly stressing circumstances. All of which garnered the respect and admiration of Commission officials enough to award the division with this uncommon honor. Imagine, all of this for simply doing what we do every day, every shift!” John Green, Fire Communications Officer I
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