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Escambia County Dispatcher Receives Telecommunicator Quality Performance Award

Published Aug 17, 2022

On Wednesday, Aug. 17, Escambia County Emergency Communications telecommunicator Melanie McGlothren received the "Telecommunicator Quality Performance Award" from quality assurance provider Replay Systems.

On April 7, 2022, McGlothren took an medical emergency 9-1-1 call from a local restaurant. The caller advised that acid had been splashed into the manager's right eye. Throughout the call, McGlothren maintained control of the conversation, conducted a good flow of the phone call while following all protocols and asked key questions about the specific type of complaint.

McGlothren gave important instructions to the caller prior to the first responders' arrival, including instructions to continue flushing the eye with water. She also provided first responders critical information that quickly lead them to the location of the patient.

Replay Systems reviews and evaluates the performance of Escambia County telecommunicators' 9-1-1 calls. As a result of the April 7 incident, McGlothren scored a 100%. The quality assurance provider added that McGlothren's performance was a "fine job done."

Over the past 12 months, McGlothren has had 56 quality performance reviews, scoring an average of 99.61%.

"I am very proud of Melanie," said Emergency Communications Division Manager Andrew Hamilton. "She's been an invaluable part of our Emergency Communications team for many years and has handled countless 9-1-1 calls in a professional and supportive manner."

Escambia County Emergency Communications congratulates Melanie McGlothren on receiving the "Telecommunicator Quality Performance Award," and commends her for her dedication to the citizens of Escambia County.


Melanie McGlothren pictured with her Telecommunicator Quality Performance Award

 

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