March 14, 19xx

From: Chief Dispatcher Xxxxx

To: Lt. Xxxxx

Re: COUNSELING SESSION WITH DISPATCHER Xxxxx

On March 12th I held a formal counseling session with Dispatcher Xxxxx to discuss a complaint made by a citizen on the way Xxxxx handled her call reporting an erratic person.

In summary, the caller said that Xxxxx seemed too busy to take the call and made it difficult to give information. I investigated the woman's complaint, made a copy of the logging recorder tape of the call and listened to the conversation. I have written a separate memo to Lt. Xxxxx on my findings.

During the counseling session I played a tape of the call for Xxxxx, asked for her feedback on how she handled the call, and asked her how she might improve her performance on future calls.

After listening to the call, Xxxxx readily agreed that she did not handle the call well. Xxxxx said that after asking the woman a question, she shouldn't have interrupted her to ask another question. Xxxxx also said she should not have hung up on the caller without letting the woman finish talking.

I asked Xxxxx how she might improve her call-taking skills. She said taking some time off would improve her long-term performance, and that her upcoming vacation would allow her to renew her best qualities. She said that additional time off before her vacation would also help her improve. I asked her to submit absence slips for the days-off she wanted, and that I would consider them according to our staffing. I also offered Xxxxx any of the resources of the comm center, police department or other city departments that might assist her in dealing with personal or professional issues that might be hindering her performance.

I then discussed with Xxxxx what short-term actions would improve her call-taking skills. Our discussion led to two techniques: after asking a question listen to the caller and not interrupt them unless it's necessary to obtain urgent information; and end telephone calls by allowing the caller to say "good-bye" last and for Xxxxx to hang up after the caller. Xxxxx agreed that these two guidelines would improve her effectiveness, and Xxxxx said she would implement them in her call-taking.

I explained to Xxxxx that further complaints about her performance could result in a formal personnel complaint, which could lead to discipline. I also told her that I would be monitoring her performance to ensure that she is successfully improving her call-taking.

cc: Dispatcher Xxxxx

Original memo detailing the incident