1. Action Research Plan Anthony Alvo

2. Area of Focus The purpose of this study is to ascertain if there are any factors within the public safety dispatcher training program that is inhibiting the successful completion rate for dispatch trainees. I want to determine if there are any necessary modifications that should be made to the dispatch training program to increase the rate of success for trainees for completing the dispatch training process.

3. Variables Public Safety Dispatcher (PSD): There are two job responsibilities for a PSD. First, a PSD answers 911 emergency calls and all other non-emergency calls from the public. The other responsibility is to dispatch emergency personnel to calls for service. For this action research plan, I will only be applying this study towards a PSD who is a call taker (not a dispatcher) because it is typically the start-point or beginning aspect for learning how to be a PSD.

4. Research Questions Which factors (if any) within the dispatch training program cause public safety dispatch trainees to not successfully complete their training program? Will a comprehensive on-the-job dispatch training program that requires dispatch trainers to align more closely with the way the train help dispatch trainees successfully complete their training program?

5. Interventions/Innovations My intervention program will be contingent upon the potential discovery of methods or modifications needed to improve the dispatch training program gained from the study. I want to more closely align training standards amongst the training cadre which consists of 6 dispatch trainers. While it is acceptable to teach dispatch trainees utilizing their own style it is more important to ensure they teach fundamentals correspondingly.

6. Memberships of the Action Research Group I am spearheading this action research and the dispatch training supervisor will be offering her professional guidance as it relates to dispatch trainers, trainees, and policies and procedures. I will be interviewing 6 dispatch trainees. Dispatch trainees are newly hired employees who are learning their trade/job duties. I will be interviewing 6 dispatch trainers. Dispatch trainers are respected for their wealth of experience and knowledge as it relates to answering 911 and non-emergency calls for experience.

7. Negotiations The communications manager has approved the action research and is desirous in assisting me so that the dispatch training program could potentially be improved upon. Additionally, the supervisor of the dispatch training program has also approved the action research plan. She will help schedule the appointments for me to interview employees and she has offered her support and guidance with this study because she is intimately knowledgeable with this type of research.

8. Timeline First I will Interview dispatch trainees about their experiences with the dispatch training program which will take about 2 weeks to complete. After the interviews I will analyze the information to determine a common theme which will take about 1 week to complete. Next I will survey dispatch trainers via SurveyMonkey which will take about 3 weeks for me to receive and analyze them. Lastly, I will Interview dispatch trainers which will about 2 weeks to complete.

9. Statement of Resources For this action research plan time will be my greatest resource. I suspect that the action research study will take about two months to complete. I may have to pay for the SurveyMonkey professional edition so that I can ask more questions and utilize the enhanced options so that I can better obtain information.

10. Data Collection Ideas I work side-by-side with co-workers some of which are dispatch trainees and dispatcher trainers. I have personally observed the trainer-trainee dynamics take place at work and some behaviors are telling of just how a trainee feels. I have spoken with both trainers and trainees and have determined that the “off-the-record” conversations can elude to valuable anecdotal information which can help direct the scientific approach. Taking days off/calling in sick while in the training program is a potential clue for too much stress or other conflict at work. Publicly showing dissatisfaction towards others or the trainer is another anecdotal method to perceive/determine too much stress.