Spotlight on Services: Day in the Life of a Dispatcher

August 2, 2018

Buildings and Grounds Patrol Officer Kevin Cabelus answers a call. (Kristin Wallace/UConn Health Photo)
Buildings and Grounds Patrol Officer Kevin Cabelus answers a call. (Kristin Wallace/UConn Health)

Our UConn Health dispatchers answer hundreds of calls each day – some of them routine – such as vehicle jumpstarts or door unlocks – others are a matter of life and death. One recent incident called special attention to the great work they do when Buildings and Grounds Patrol Officer Kevin Cabelus kept a distraught, suicidal former patient on the phone talking while dispatcher Stephen Ferraro figured out his identity and location. They contacted local police who rushed to the man’s home and found him clinging to life. Their fast action is credited with saving the man’s life.

Buildings and Grounds Patrol Officer Kevin Cabelus answers a call.
Buildings and Grounds Patrol Officer Kevin Cabelus and dispatcher Stephen Ferraro. (Kristin Wallace/UConn Health)

The Pulse wanted to learn more about our dispatch services here at UConn Health so we asked Stephen and Kevin to answer a few questions about the important service they provide.

How many dispatchers work at UConn Health?
UConn Health currently has five full-time dispatchers. There are 10 Buildings and Grounds Patrol Officers (BGPO) in the department who are also trained in dispatch to fill in absences on any shift as needed. There is always someone on duty – whether it is a dispatcher or a BGPO – our emergency and routine lines are always monitored by trained staff on campus.

What kind of training does it require?
The full-time dispatchers are sent to the same training course that municipalities send their dispatchers. We also take a course to be certified in COLLECT which is the Connecticut database for accessing everything from driver and license plate information, to stolen cars and wanted or missing persons nationwide. Additionally, dispatchers have specialized training opportunities in active shooter, crisis intervention, self-defense, and radiation. We are also CPR certified.

What types of calls do you receive?
Typical emergencies, such as medical/injury calls, car accidents, thefts, and personnel disputes and routine calls, such as people needing directions or escorts, vandalism, door unlocks, vehicle jumpstarts, wildlife reports, or just anything that people need to know and don’t know who else to ask. Though we strive to help everyone as soon as they call, you may be put on hold for an answer to your routine question when something of an emergency nature is on the other line. We appreciate your patience!

What is the most common call you receive?
This will vary by shift, but because I work at night we do a lot of unlocks in the building and escorts for employees after shuttle service stops. We also have a lot of calls for patients who are disruptive or combative. I send BGPO’s and police officers there to mitigate and isolate these threats and keep staff and the other patients safe and comfortable.

How is it different working here versus a town or city police dispatch?
Basically all the same things that occur in a town can and do occur here on campus at some point. The biggest technical difference is that we do not answer 911. While we have our in-house emergency line, only so many 911 centers are authorized by the state. Since we’re located in Farmington, 911 calls go there initially. If a call is pertaining to our campus, it will be transferred back to us when necessary. In terms of call handling, a big difference is that we are customer service oriented. Whether it’s a call from an employee or one of our many patients and visitors – we are here for everyone, to keep them safe and do what we can to help while they learn, teach, work, heal, grieve, or celebrate life.

Why did you want to become a dispatcher?
Stephen: Being a dispatcher is a great way to help people, which I enjoy being able to do as a career. What led me to this position was a background in volunteer firefighting, giving me experience on the other side of the radio. I had already worked at UConn Health in Nursing Transportation so when this position became available I was very eager to jump at the opportunity to do something I love at a place I’d grown to love as well.

Kevin: I chose public service because I knew at a young age this is what I wanted to do. There are a lot of police officers in my family so it felt natural to get my college degree in criminal justice. Helping people is what I enjoy and there’s no better way to do that than with this career. When you go into any type of law enforcement or public service you build a bond with co-workers that is very strong because you depend on each other every day. For example, the call that Steve and I had, we’ve worked together for a little over 3 years now so when that call came in we knew what the other person needed to make that call successful. When you work with people like Steve and you mesh well together, it makes your shift and career a lot easier.

Any calls that really stand out for you and the dept.?
Collectively all of our dispatchers do great work handling serious calls, they’ve had accidents, they’ve had casualties, they’ve had people running around with weapons or being aggressive on drugs, they’ve had fires and gas leaks… It’s our job as dispatchers to quickly bring about resolution and minimize the impact these incidents have on those involved and the rest of the important things that go on here at UConn Health. Doing so, alongside our excellent team of firefighters, paramedics, police officers and BGPO’s, has been as much of an honor as it has been working with the other dispatchers here at UConn Health.

UConn Health August 2018 Programs, Events

July 31, 2018

Here is a list of UConn Health programs scheduled for August and early September 2018. This information will be updated with any additions or other schedule changes.

Bladder Cancer Support Group
Saturday, Aug. 4, 2 to 3 p.m., UConn Health, Onyiuke Dining Room
Patients, family members and caregivers (not limited to UConn Health patients) are invited to join others whose lives have been touched by bladder cancer. This support group, established in partnership with the Bladder Cancer Advocacy Network, usually meets on the first Saturday of the month and is the only group of its kind in New England. Call 888-901-BCAN for more information.

Breastfeeding Class
Thursday, Aug. 8, 6 to 8 p.m., UConn Health Outpatient Pavilion, 3rd floor large conference room S3301
A certified lactation consultant leads a discussion of topics including the benefits of breastfeeding, how to get started, and how the rest of the family can help the breastfeeding mother as well as how to continue breastfeeding and working. Fee is $25 per couple. Call 800-535-6232 to register or for more information.

Free Hospital Maternity Tours
Saturday, Aug. 11, 2 p.m., UConn Health, University Tower lobby
A representative will guide you through labor and delivery, postpartum, and the nursery at the UConn John Dempsey Hospital. Children and grandparents are welcome. Call 800-535-6232 to register or for more information.

Free Cosmetology Services for Cancer Survivors
Monday, Aug. 13, 1 to 3 p.m., UConn Health Outpatient Pavilion, 4th floor
“Look Good…Feel Better” is a free program to help improve the self-image and self-esteem of women experiencing appearance-related side effects from cancer treatment. During this hands-on workshop, a trained volunteer certified cosmetologist will teach women how to cope with skin changes and hair loss using cosmetic and skin care products donated by the cosmetic industry. Classes are offered every other month and are not limited to UConn Health patients. Please call 860-679-7820 to register (required).

Childbirth Preparation Class
Wednesday, Aug. 15, 6 to 10 p.m., UConn Health Outpatient Pavilion, 3rd floor large conference room S3301
This one-day class covers anatomy and physiology of pregnancy and labor, emotions of pregnancy, nutrition, fetal growth and development, comfort measures for labor, working with unexpected events in labor, cesarean delivery, and practice of relaxation and breathing techniques for labor. Class size is limited to eight couples. Remember to bring two pillows and wear comfortable clothing. Light snack is provided. Fee is $100. Call 800-535-6232 or 860-679-7692 to register or for more information.

Living With Heart Disease Meeting
Thursday, Aug. 16, 11 a.m. to noon, UConn Health, University Tower, 2nd floor conference room
Men and women affected by heart disease meet on the third Thursday of every other month to discuss post-diagnosis topics such as prevention and wellness, social and emotional support, heart-healthy recipes, coping strategies and resources. Significant others and caregivers are also welcome to attend. Please call Sue at 860-679-3633 for more information.

Breast Cancer Support Group
Thursday, Aug. 16, 7 to 8 p.m., UConn Health, Onyiuke Dining Room
This is a support group intended for women under the age of 45 who’ve been diagnosed with non-metastatic breast cancer. Women at any point in their cancer survivorship journey are welcome. Meetings are the third Thursday of the month. To register or more information, call 860-679-7820 or email tillinghast@uchc.edu.

Infertility Peer Support Group
Thursday, Aug. 16, 7 to 8:30 p.m., Center for Advanced Reproductive Services, 2 Batterson Park Road, Farmington.
The Greater Hartford chapter of RESOLVE, a national nonprofit resource for those facing the challenges of infertility, offers support, information and confidential, informal, peer-led discussions on the third Thursday of the month. To learn more or to check for weather-related cancellation, call 860-523-8337.

Stroke Survivor Group
Wednesday, Aug. 22, noon to 1 p.m., UConn Health Outpatient Pavilion, 3rd floor
The UConn Health Stroke Center invites stroke survivors, families and caregivers to a monthly group meeting to discuss topics such as prevention, coping methods, support systems, rehabilitation tips, resources, and promoting independence. The Stroke Survivor Group generally meets on the fourth Wednesday of the month. Call 860-679-4846 for more information.

Free Hospital Maternity Tours
Saturday, Aug. 25, 2 p.m., UConn Health, University Tower lobby
A representative will guide you through labor and delivery, postpartum, and the nursery at the UConn John Dempsey Hospital. Children and grandparents are welcome. Call 800-535-6232 to register or for more information.

Free Workshop: “Things to Consider Before Joining a Research Study”
Monday, Aug. 27, 5 p.m., UConn Health, Onyiuke Dining Room
The UConn Health Human Subjects Protection Office offers an educational session about the rights and responsibilities of participants in research projects on the last Monday of the month. Registration is required: 860-679-8802 or cagganello@uchc.edu.

Living Well With Epilepsy: A Support Group for Young Adults
Saturday, Sept. 1, noon to 1:30 p.m., UConn Health Outpatient Pavilion, 2nd floor large conference room S2010
The Epilepsy Foundation of Connecticut, in partnership with the UConn Health Department of Neurology, offers a support group for young adults who live with epilepsy. This group is open to those aged 18 to 30 who would like to join others to share experience, gain peer support, and learn together about epilepsy and overcoming its challenges to live well. The group generally meets on the first Saturday of the month. Please call 860-346-1924 or email manzelone.efct@sbcglobal.net for more information.

Bladder Cancer Support Group
Saturday, Sept. 1, 2 to 3 p.m., UConn Health, Onyiuke Dining Room
Patients, family members and caregivers (not limited to UConn Health patients) are invited to join others whose lives have been touched by bladder cancer. This support group, established in partnership with the Bladder Cancer Advocacy Network, usually meets on the first Saturday of the month and is the only group of its kind in New England. Call 888-901-BCAN for more information.

Free Hospital Maternity Tours
Saturday, Sept. 8, 2 p.m., UConn Health, University Tower lobby
A representative will guide you through labor and delivery, postpartum, and the nursery at the UConn John Dempsey Hospital. Children and grandparents are welcome. Call 800-535-6232 to register or for more information.

Directions to UConn Health are available at health.uconn.edu/locations.

Graduate Students Shine at 35th Annual Graduate Student Research Day

July 27, 2018

Biomedical Science Program Service Award for Mentorship and 3rd place poster presentation winner.

By Stephanie Rauch, Biomedical Science Program Coordinator

Tucked away in their labs, researching and studying, Biomedical Science graduate students on the UConn Health campus can be easily overlooked. But at the 35th Annual Graduate Student Research Day held on June 26, graduate students from the PhD program, as well as combined degree programs and other graduate degrees across the campus, had a chance to bring their hard work out into the light, celebrating their research achievements and inspiring each other to continue working to discover the next pieces of complex biomedical puzzles.

The day-long event included poster and oral presentations by graduate students, a scientific talk by 2017-18 Lepow award winning student Ashley Russo (Immunology AoC, Rathinam Lab), and a keynote address by invited speaker Christine M. Disteche, Ph.D., director of the University of Washington Regional Cytogenetics Laboratory, professor of pathology, University of Washington. She spent the day interacting with over 30 students during their presentations in the Academic Rotunda before her own talk, “3D Structure of the Inactive X Chromosome and Role in Sex Differences.”

2017-18 Lepow Award winner Ashley Russo.

“As graduate students at UConn Health, we are the basic science behind our mission of “the power of possible,” said third-year neuroscience student and Leadership Award winner Robert Pijewski.  “A day such as Graduate Student Research Day really highlights what the graduate program at UConn Health is all about. The student’s passion, creativity, and hard-work was truly showcased in what was an informative event.”

The day ended with an awards ceremony recognizing a wide variety of students for their achievements throughout the year.

Henderson Memorial Prize for Outstanding PhD Thesis in Biomedical Science: Dr. James Fink, Neuroscience AoC, Levine Lab

Lepow Award for Outstanding Rising Fourth Year Biomedical Science PhD Student: Andrea Wilderman, Genetics and Developmental Biology AoC, Cotney Lab

Biomedical Science Program Service Award for Mentorship: (tie) Dipika Gupta, Molecular Biology and Biochemistry AoC, Heinen Lab and Brittany Knight, Neuroscience AoC, Baumbauer Lab.

Biomedical Science Program Service Award for Leadership:
Robert Pijewski, Neuroscience AoC, Crocker Lab

Raisz Award for Excellence in Musculoskeletal Research: Henry Hrdlicka, Skeletal Biology and Regeneration AoC, Delany Lab

Oral Presentation Award: Moriah Gildart, Cell Biology AoC, Dodge-Kafka Lab

Dean’s Award for Excellence in Research Mentoring winner Dr. Laurinda Jaffe (center) with Associate Dean of The Graduate School, Dr. Barbara Kream (L) and Dean of the School of Medicine, Dr. Bruce Liang.

Poster Presentation Awards:
1st Place:
Valentina Baena, Cell Biology AoC, Terasaki Lab
2nd Place:
Gabrielle Valles, Molecular Biology and Biochemistry AoC, Bezsonova Lab
3rd Place (Tie):
Dipika Gupta, Molecular Biology and Biochemistry AoC, Heinen Lab
Katherine DiScipio, Molecular Biology and Biochemistry AoC, Weller Lab

In addition, two faculty awards were announced, including the inaugural Dean’s Award for Excellence in Research Mentoring presented by the Dean of the School of Medicine, Dr. Bruce Liang.

Dean’s Award for Excellence in Research Mentoring: Dr. Laurinda Jaffe, Cell Biology AoC

Osborn Award for Excellence in Biomedical Science Graduate Teaching: Dr. Phillip Smith, Neuroscience AoC

Coast to Coast Riders Racking up Miles

July 26, 2018

The UConn medical and dental students making their way across the country by bicycle this summer continue their progress home from Washington state, with some now having reached the Eastern time zone.

Zach Giaconne, Josh Goodman and Brian Leland, all going into their second year in the UConn School of Dental Medicine, make up the first of three teams on the 2018 Coast to Coast tour. They were the first to fly to Seattle June 4 and are leading the way home, having just reached western New York.

Five other students also are pedaling their way back to Connecticut. Proceeds this year benefit the statewide nonprofit Mental Health Connecticut.

Second-year medical students Pat Lau and John Sullivan make up Team 2; they left Connecticut June 9 and just reached Niagra Falls. Team 3 left June 12 and includes Christine Donat, Taylor Larese, and Curtis Xu, also medical students. At last check, they had reached Minneapolis.

The students are aiming for a mid-August return to Connecticut. So far they have raised more than $13,000 toward their goal of $20,000.

Team 1 is posting updates on Instagram, while Team 3 is maintaining the Coast to Coast 2018 blog.

Those interested in supporting this year’s ride can make an online pledge at http://mhconn.org/UCONN.

 

In Memorium: Professor of Medicine Nancy Petry

July 19, 2018

Nancy Petry, Ph.D., passed away on July 17 from breast cancer. She was 49.

It is with profound sadness that I inform you that my dear wife, Nancy M. Petry, Ph.D., Professor of Medicine in the Calhoun Cardiology Center and Editor-in-Chief of Psychology of Addictive Behaviors, died on Tuesday, July 17, 2018 from breast cancer. She was 49 years old.

Nancy joined the faculty of the University of Connecticut School of Medicine in 1996 after receiving her Ph.D. from Harvard University and completing a postdoctoral fellowship at the University of Vermont School of Medicine in clinical addiction research.  She became an academic superstar at UConn School of Medicine as she developed unique methodologies to treat addictive disorders with a treatment known as contingency management. She received 2 accelerated promotions and after only 6 years on our faculty was the youngest full professor with tenure in the history of the School at age 34. Nancy was internationally known for her work in behavioral treatments and impulsivity disorders. During her career at UConn she garnered over $40 million in funding as a principal investigator from the National Institutes of Health, wrote and published over 300 original articles and single-handedly wrote a number of books in the areas of pathological gambling, contingency management and internet gaming disorders. Nancy was very proud that her proven methods to treat addiction disorders from her NIH trials were successfully disseminated to the Veteran’s Administration Medical Centers across the USA and over a multi-year period showed large successes of contingency management in real world practice. She always told me that it was one of the largest translational demonstration projects in the field of experimental psychology.

Despite her enormous successes during her career, Nancy was very modest and willing to mentor and help others in their careers. She trained a large number of post-doctoral fellows during her 22 years on the faculty, many of whom became successful faculty members at academic institutions around the country.

On a very personal note, Nancy was a loving wife, my best friend, and a wonderful mother to our two young children Hannah and Noah. They will truly miss growing up without her. When Hannah developed type 1 diabetes at the age of 1, Nancy became a ‘clinical expert’ in her management while maintaining a busy academic career. Hence, in lieu of any material items of any kind to our family in these trying times, please send donations in Nancy’s honor to the Juvenile Diabetes Research Foundation (JDRF) of Connecticut and Western Massachusetts, 20 Batterson Park Road, #302, Farmington, Connecticut 06032.

William B. White, M.D.
Professor of Medicine

Looking at Us: Alka Sharma, Epic Architect

Alka Sharma receives a PAWS Award from Dr. Scott Allen (left) and Dr. Andy Agwunobi (right) March 29, 2018, in Keller Auditorium. (Kristin Wallace/UConn Health photo)

The cheers were loud when Alka Sharma was presented with a PAWS Award this spring. It’s a testament to the numerous colleagues who understand and appreciate her contributions, particularly to the transition to our new electronic health record, UConn HealthONE. Alka is an application architect in the Information Technology Department who, among other things, was instrumental to the technical dress rehearsal, or TDR—the testing of the functionality of every work station that would use HealthONE to ensure device compatibility. She lives in Southington.

Describe the HealthONE journey and your role in it?

My HealthONE journey has been fun. It has included many highs, a few lows, and more than a couple unexpected twists and turns. I have learned many valuable lessons and insights about myself, my abilities, and most importantly, my true potential.

I have been fortunate enough to work under four different chief information officers. Each of them saw some kind of potential and assigned me challenging and high-profile projects. I remember talking to Bruce Metz, our current CIO, and asking to lead “Technical Dress Rehearsal” (TDR) alongside project manager Dean Moroniti.

Alka Sharma

Favorite movie:
“The Emperor’s Club” with Kevin Kline

Favorite holiday:
Thanksgiving—John and I cook for the entire family and they enjoy each and every dish!

Favorite place to visit:
California

Famous person you’d most like to meet:
Michelle Obama… and I’d really love to have lunch with Dr. Andy one day.

Something about you today that your younger self would never believe:
I would play a key role in an Epic implementation for a hospital.

Bruce brought a unique perspective to my personal and professional development and his wisdom pushed me to see things about my own leadership capabilities and aptitudes that I had never seen, fully appreciated or understood in myself before.

I report directly to AVP of Strategic Projects Rob Darby, who is clearly interested in helping me grow as an employee. I continue to emulate his energy, expertise, and vision for UConn. Rob has also provided me many opportunities to grow in my role. He empowers me to make decisions in my current role and is open to new ideas. However, my thirst for learning and passion for work makes Rob’s job a bit difficult.

What is your assessment of how we’re doing with HealthONE so far?

Our go-live (April 28) was very successful. Our open ticket rate was below 20 percent after five weeks. I think we are doing great. HealthONE’s success is largely a collaborative effort from all of the HealthONE analysts, who deserve recognition as well.

What was your reaction to being honored with a PAWS award this spring?

I was overwhelmed and humbled by the nomination from [application analyst] Cori Brown. It’s a great feeling to be recognized by your peers. It was a busy month as we were preparing for go-live, yet a lot of people showed up to support my nomination, which made it even more special.

How would you describe the changes you’ve seen at UConn Health since your arrival here?

All the changes that I have witnessed in IT have been very positive, specifically the decision to move to our integrated system, HealthONE. Some folks have left but new people joined, bringing fresh outlook to technology and research, and they have made transformative changes to enhance patient care.

Personally, I love change because it gives one an opportunity to learn, unlearn old things and relearn new things.

What do you like to do when you’re not at work?

I like to watch inspirational videos on YouTube and love ironing to de-stress.

Healthcare Doesn’t Take a Holiday

July 12, 2018

From left, Georgia Priestley, Lauren Walker, Aga Korycki, Cathy Spisak, Renee White, and Ellen Benson. (Tina Encarnacion/UConn Health)

When the 26-year old man arrived at our emergency department he was suffering from an excruciating headache. A brain scan found the bad news, a lesion the size of a golf ball. It was causing serious damage and needed to be removed ASAP. But the next day was July 4th – a time for parades, picnics, and fireworks.

“We have limited staffing on the holiday but we all got together and said we’re going to do it, we’re going to get it done,” says Ellen Benson, OR nurse manager. “It doesn’t matter what day of the week it is. Health problems don’t take a holiday.”

The surgery was a complex, requiring special high-tech equipment and extra hands to support changing the position of the patient during the procedure. Along with the primary surgical team, the OR also had a back-up team ready in case another emergency procedure came in that day.

Brain scan showing golf ball size lesion.

The procedure lasted from 8 a.m. to 3:30 p.m. and went off without a hitch. The patient had a great outcome and is recovering well.

“We continue to demonstrate that the OR team can step up to the plate and deliver the  best care possible, no matter what time of day or night it is,” says Benson.

Along with Benson, the team included Agnieszka Korycki, ST; Cathy Spisak, RN; Marissa Knight, RN; Dale Keckley, PA-C; Marc Paradis, MD; Marek Pilecki, APRN; Misha Frenkle; and Ketan Bulsara, MD.

Staff who worked the day before the procedure also played a vital role. “They made sure we had everything that we needed so when we came in all we had to do was execute,” explains Benson. “Lauren Walker, Renee White and Georgia Priestly set us up for success.”

 

More Addresses Than 263 Farmington Ave.

July 11, 2018

UConn Health’s main campus has 12 buildings on 164 acres, yet it’s all considered a single address. In the age of GPS, that can make it tricky to find a specific location within 263 Farmington Ave.

Proposed address changes map detail
Wake up that GPS! (Click image for larger view)

What if we could instead have unique addresses for several of our buildings?

As we prepare our application to the town of Farmington on this matter, we’d like to share a draft plan with you and hear your thoughts and suggestions.

We’re thinking of the following changes:

  • Renaming the road leading to the University Tower “Hospital Drive”
  • Changing the rest of East Road to be an extension of Main Road
  • Renaming West Road “Academic Way”

These suggestions are illustrated here, with new hypothetical addresses for the University Tower, Building C, and the Academic Rotunda.

The Administrative Services Building, UConn Musculoskeletal Institute, and Outpatient Pavilion would have Dowling Way addresses, and the Creative Child Center would have a Circle Road address.

What do you think?

Please leave your comments below, or fill out our comment form.