Two years after Portapique, call-takers and dispatchers are still struggling

有组织的混乱。我一生中最糟糕的一天。除了我处理的任何事情的范围之外。似乎是不真实的。没有时间感觉。

这是几个短语，两位轮班主管用来描述2020年4月19日星期日上午在加拿大皇家骑警运营通信中心（OCC）的工作条件，911运营商在报道更多射击受害者的公民接到电话后接了电话。

Those calls followed on the heels of a horrific night in Portapique where homes were burned and 13 people were murdered by a man driving a fake police car.

在周日早上，OCC的人员配备了七名呼叫者和五名调度员，负责解释和传达大量信息，向数十名加拿大皇家骑警官员寻求杀手。

在上午9:30之后的两个小时中，当一名公众打电话给911时说莉莲·坎贝尔（Lillian Campbell）在温特沃斯（Wentworth）的早晨散步时被枪杀时，OCC调度员布莱恩·格林（Bryan Green）告诉大众伤亡委员会（MCC）成员，也找到他。通过打来的电话。很快就很清楚，每个电话都比以前更糟糕，我们总是落后他30秒。”

格林（Green）在整个证词中努力保持镇定，他曾要求MCC法律政策顾问克里斯塔·史密斯（Krista Smith）询问格林（Krista Smith），以描述当天早上最困难的时刻。

“When [Cst. Heidi [Stevenson] was killed, it was like the air went out of the room,” said Green. “Everything stopped for about one second. But we had to go on. That was hard.”

克尔斯滕·巴格利（Kirsten Baglee）, the second shift supervisor working with Bryan Green, said she will never forget how she felt when Cst. Chad Morrison’s voice came over the police radio.

“It was tough when Chad was shot,” said Baglee. “When he went to the (Milford EHS) ambulance station and was waiting for an ambulance. After Heidi had been killed, I’ll never forget him coming on the radio, so unassuming, ‘do we know where my ambulance is? Because I’m bleeding pretty badly.’ And me getting back on the phone and asking the ambulance where they were…knowing that of course they need to be safe in their response but I had a police officer out there who needed help! So I tried to tell them, ‘he’s in this car and he doesn’t have a stripe on his pants. This is his name and he needs your help.’”

在这一点上，巴格利在周日早晨的挫败感和悲伤压缩为两个小时的挫败感和悲伤时流泪。

指派帮助莫里森的护理人员没有立即做出回应，因为他们在EHS Dispatch的老板告诉他们留在室内，因为伪装成警察的杀手的下落是未知的，并对救护人员构成了威胁。

“Our job is to keep our members safe,” recalled Baglee tearfully. “It was our worst nightmare, yet we couldn’t take time to emotionally react because we had a job to do.”

Both Baglee and Green praised the call-takers and dispatchers they supervised that morning, noting many were highly experienced and reacted as they had been trained. (Two employees also took calls from other parts of the province, including a domestic violence incident.)

According to Green, “99.9% of the information” the OCC received was relayed accurately despite the increasing stress and high call volume. Between 11am and 11:30 pm, Green said operators answered 80 calls, and because of the volume were forced to hang up on other citizens if their information was not time sensitive.

OCC still struggling

Baglee and Green told commissioners with the MCC that more than two years after the traumatic event, there are many employees who have not come back to work and some who have left for other jobs.

悲剧发生后，周六晚上和周日早晨在911通讯中心工作的人们获得了五到七天的休息时间。同一天为周日工作的人提供了同行支持会议。与心理学家进行了在线会议，并通过员工援助计划继续进行。

格林和巴格利同意了“援助在那里，”他们俩都轮流担任OCC的代理指挥官。有足够的帮助吗？MCC律师克里斯塔·史密斯（Krista Smith）问。

“这是一个棘手的问题，”格林回答。“不同的人可能需要不同的东西。我知道我们失去了很多好人，我希望他们知道他们尽了一切可能。最困难的事情之一是媒体报道。我们非常努力，很难听到负面的声音。”

Green said the release and publication “by a tabloid” of transcripts of the 911 calls made April 18 and 19 were particularly “painful” for OCC employees who worked those shifts.

在枪击事件发生时，特鲁罗通信中心雇用的全职运营商和调度员的数量为50。今天，格林说他们“仍在挣扎”，可供工作的人的补充只有24人。

在过去的两年中，还有其他变化。屠杀期间，在特鲁罗的运营通信中心于次年搬到了达特茅斯的加拿大皇家骑警总部。也许某些人员问题与此举有关，但这是未知的。

在新的通信中心，员工从公众接听911个电话的员工与派遣加拿大皇家骑警，救护车和消防车的员工之间不再有隔离墙来回应电话。每个人都在一个房间而不是两个房间里。从理论上讲，这应该改善信息流。

The previous separation may partly explain why RCMP Risk Manager Brian Rehill didn’t seem to react to eyewitness information provided to 911 on Saturday evening by the Blair and McCully children and by Andrew MacDonald, each of whom described the killer driving a “police car.” Rehill was located on the other side of the wall, with the dispatchers, when many calls reporting gunfire flowed into the OCC between 10 and 11pm Saturday night.

尽管RCMP工具箱中的公共警报系统被称为“警报”并不是工具，但OCC现在已经精通它。调度员和呼叫者接受持续的培训。更多的技术即将到来。许多标准的运营政策也发生了变化，其中包括加拿大皇家骑警战略通信顾问在向公众发出推文或Facebook消息之前到达OCC的一项。格林说，这是如此的运营商和调度员将准备好期望公众有更多的电话。

巴格利说：“我今天来讲话是因为我觉得运营通信中心需要人类的声音，而不是成绩单。”“我们是人们尽力而为。”

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