What’s a Critical Control Room? - And Other Shifts in Perspective From ICCRA

“Critical Control Room” isn’t a term we hear often in the 911 space.? We hear the terms PSAP, ECC, 911 center, but critical control room was new to me as I journeyed further than I’ve ever been to the International Critical Control Room Alliance Conference (ICCRA) in Brussels last week. And it didn’t take long for me to look around and think, wow, this is different. I learned that a shift in perspective can hit you when you least expect it, and can help you grow leaps and bounds professionally and personally.

Perspective Shift 1: People are different, our struggles are not

The scene was a beautiful hotel in downtown Brussels, the attendees were young and old, mostly men, dressed as sharply as you would imagine in Europe. The coffee was strong, the croissants were to die for, English was a second language for many attendees, but I learned one thing very quickly.? Despite all the differences, we share similar struggles. We are not alone.? 911 is not alone. We carry similar challenges no matter where we're from, what we call our control rooms, or how we take our coffee. We have so much to learn from each other, and we’ve barely scratched the surface.? I walked away from last week with a renewed sense of purpose and even more passion.

Perspective Shift 2: There are communities outside 911 that utilize critical control rooms and they also feel alone

Country of origin was not the only difference we shared.? This congress went well beyond 911, 112, or 999. Attendees represented electrical companies, railroads, airports, and many more industries that utilize a critical control room. Every single conversation I had was full of learning. There was so much expertise to be shared. If we can get out of our comfort zone and reach out to others that may be experiencing similar things, we can start to heal and grow together.?

Perspective Shift 3: Professionalism is the way

I was floored by the amount of professionalism displayed at this congress. I think when there is a language barrier, we fall back on body language and other visual cues. People addressed each other with the utmost respect, regardless of their accent or age. The speakers were so proud to get up in front of the attendees and share their thoughts. Most were not professional speakers, but they gave their presentations in their second or even third language. Can you even imagine having to do that? The people at this conference showed me that if we default to professionalism, we can learn from each other in many ways, not just in just our words.

Perspective Shift 4: Women need to continue to fight for equality in the workplace

I suppose this isn’t a complete perspective shift for me, but I didn’t realize the extent that this particular struggle is shared across the critical control room sector.? I believe there were about six or seven women in a room of nearly 200 people. I had the privilege of giving a presentation about my experience as a woman in the 911 community and the need to continue our work with representation in leadership. One man asked me how we could increase women’s participation in ICCRA.? I answered, “invite them.” I wouldn’t have been in attendance if someone hadn’t invited me to join.? Never forget to let someone know they have a seat at the table and they can join in the conversation.

Another man asked me why he should hire or promote women in his center when they were just going to get married, have babies and be out on paid leave. After some shock, my second gut reaction was - wow, I’m really glad he asked that in a room full of people.? While most people don’t ask this question publicly, I think it is a bias in many people’s minds and it influences decisions more than we care to admit. This question gave my moderator, Chris Carver and I the floor to discuss several points including:

• Not all women can or want to have children
• If procreation is important, then it’s equally important for employers to work with a parent’s schedule?
• Men also have the capability of getting sick and missing large amounts of time at work
• Same sex couples that adopt would also need paternity leave
• There are men who are single dads

There are many answers to this question and I encourage each of you to think deeply about this, especially if you are making hiring or promotion decisions.?

Perspective Shift 5: What’s “real”?

In an age of social media, it’s hard to know what’s real in this world and what’s for show and pictures. I get caught up in it too, which is how I came to realize that the two days spent in a room with the ICCRA attendees was real.? We had meaningful conversations. We put away our cell phones. We looked each other in the eye. It wasn’t easy to take time away from my family and my jobs to travel 4,500 miles to attend a conference, so I made damn sure that I got the most out of the experience.? And you know what, it felt like everyone in that room felt the same.? That’s what made it real. People showing up in every way for themselves and for each other.? Not for a selfie.?

Perspective Shift 6: Jokes land differently in Europe

I’ll just leave it at that… right Chris?

If it’s true that we are diverse but experience similar problems, then there is hope!? The hope is that we can come together to discuss solutions and ideas from diverse perspectives and solve problems that we struggle with together. This is the essence of ICCRA.? There is strength and beauty in stepping outside our comfort zone, outside of 911 even, to find inspiration, expertise, and experience that can help us. I am so excited that the 2024 ICCRA Congress will take place here in the US in Columbus Ohio next December.? I hope you consider attending, because I know I will be there.

Thank you to International Critical Control Rooms Alliance cofounders Peter Prater and Chris Dreyfus-Gibson Thank you to all the people and organizations that I got to meet and spend some time with! Barco Control Rooms Vistacom Inc. GESAB VuWall Charlene Chedi Anna Kozel Dan Gundry Christopher Blake Carver, MPA, ENP, CPSL Ty Wooten, ENP JC Ferguson Leah Missildine 911der Women, Inc. National Association of State 911 Administrators (NASNA)