Kyra Lamb worked for Manatee County Emergency Communications, Florida, as a dispatcher for five years before becoming the 9-1-1 Database Coordinator, which still includes actively taking 9-1-1 calls. She was nominated by her agency to be featured by the APCO Young Professionals Committee for being a “spark plug” and always giving 110% in her performance. While working as a call taker she had a thirst for knowledge, taking on extra duties such as addressing, maintaining CAD information, and other databases. This made her the most qualified candidate for Manatee County’s 9-1-1 Database Coordinator. While learning all of this, she was also studying for the NENA ENP Exam, which she passed.

Kyra came from a public safety family and learned from an early age she could handle stressful situations well while being in them. She says it was “pure luck” to get a position in dispatch by coming across a listing at a temp agency. The previous data coordinator began to teach her another side of how 9-1-1 works and she attained her new position of maintaining the databases that dispatch uses when the former coordinator was promoted.

On a typical work day, she is “all over the place.” She begins with MSAG requests, adding new address points that will help create the map for all first responders, and grabbing 9-1-1 call recordings. She is also involved in creating the new CAD system and Vesta (phone) system layout. Other typical daily tasks include adding special information to the CAD for addresses, pulling reports for 9-1-1 call statistics, while assisting the 9-1-1 floor with any calls in queue.”

Asked about her unique contributions, Kyra said “I believe in bringing everyone that may have any involvement in dispatch, field responders and IT together so that they can create a better future and improve the incident all around. Also, being there to listen to anything someone needs to discuss.”

Kyra said there are “absolutely” lessons where young professionals can become stronger by learning from previous generations. “The newest and latest technology is outstanding,” she said. “But we must remember how easily technology can fail us. Learn where your responders’ stations are and who has better access to that general area, as well as trying to figure out what the responder may request in special cases before they ask for it.”

She also believes young professionals have something to contribute to veterans. “Young professionals should bring any ideas on how to advance the technology we have. Currently we have Next Generation 9-1-1 on our heels and though we are moving through the challenges, I believe we can improve it further with fresh and open minds.”

In her time with Manatee County, she has seen a number of changes. “Seven years ago, we started to accept the text messages through our 9-1-1 phone system, a nonintegrated platform, to better assist with cell locations and additional patient information from just the cellphone,” she said. “Now Next Generation core services allow us to receive calls over the internet instead of hard wire lines. In the future I see us being able to route our units turn by turn with real live time traffic, receiving pictures and videos of exactly what is going on. I currently was a part of a real-time transcription program that will allow center supervisors to see a live 9-1-1 call in text and later go back and listen to the call.”

Her advice to those new to public safety telecommunications? “Never stop learning. Each day you can learn something new or reteach yourself the old way but at a better pace. Learn your service area so that you aren’t always relying on the technology.”

Given a chance to speak to everyone in the profession, she would say, “Each day you come into your position remember to smile, learn, and express your ideas in what you believe can be improved. Provide the best service you can to your community and never allow yourself to feel stuck. Take in the changes and challenges of your position to help create a better you and the profession you’re in.”

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