PULSE Magazine | November/December 2019 Issue

Nov/Dec 2019 P U L S E ANAUSTIN-TRAVIS COUNTY EMS PUBLICATION

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November / December 2019

Contents

Featured News

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ATCEMS LAUNCHES NEWMOBILE CHILD PASSENGER SAFETY LAB

Austin is home to the first Buckle Up for Life Safety Lab, a new mobile interactive experience designed to educate families on child passenger safety. The program is funded through a grant to Austin-Travis EMS County (ATCEMS) from Buckle Up for Life, a national car seat safety program from Cincinnati Children’s Hospital Medical Center (CCHMC) and Toyota .

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SPREADING HOLIDAY CHEER

Every year ATCEMS is proud to participate in two major holiday events, the Feast of Sharing and the Chuy’s Children Giving to Children Parade. We’ve included pics from both!

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CADET CLASS 1019 GRADUATION

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Congratulations to Cadet Class 1019 who graduated from the Academy on Thursday, Dec. 5th.

HOLIDAY GUIDE FOR HEALTH AND SAFETY

Brighten the holidays by making your health and safety a priority. Celebrate family and friends and reflect on what is important. It is a time to appre- ciate and safeguard the gift of good health. These tips will help keep you and your loved ones safe and healthy—and ready to enjoy the holidays.

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Division News

In Every Issue

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MEET-A-MEDIC

EMPLOYEE RECOGNITION

Recruiting’s Meet-A-Medic series is a great way to get to know your coworkers! We’re proud to include Field Medic Erin Ruiz in this month’s issue.

ATCEMS employees receive kudos, special thanks and congratulations for a job well done.

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CUSTOMER SERVICE SURVEY

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Results from the ATCEMS Customer Callback Program.

CHP DECEMBER POP-UP RESOURCE CLINIC

ATCEMS Community Health Paramedics held another PURC for individuals experiencing homelessness in South Austin.

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WHAT IS: THE POWER OF GRATITUDE?

Research into the physical effects of gratitude report tangible results. Focusing on the positive and feeling grateful can improve your sleep quali- ty and reduce feelings of anxiety and depression.

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The 100 Club of Central Texas is the leader in providing financial support to the families of first responders who have been killed or critically injured in the line of duty.

HISTORY The Club was founded in 1983 by two Austin physicians: Dr. James Moritz and Dr. Ed Stivers. Initially, the organization served the immediate Austin area and provided assistance to police officers. It was called The 100 Club of Austin. In 2005, The Club expanded service to all first responders, including county sheriff personnel, emergen- cy medical technicians and firefighters. The Club’s Board voted to expand again in March of 2015 to in- clude first responders in Bell County.

In January of 2018, The Club increased the amount of financial support immediately available to our first responders to $25,000 for a line of duty death and $5,000 for a line of duty critical injury.

OUTSTANDING FIRST RESPONDER AWARDS Each spring, The 100 Club of Central Texas hosts an Awards Banquet honoring outstanding first respond- ers across Central Texas. These first responders have been nominated by their departments and are judged by a panel of first responders and community leaders. Nominations will be accepted through end -of-day Friday, January 17, 2020, for all categories:

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Administrative Technician

 Emergency Communications Operator  Emergency Medical Technician  Firefighter  Law Enforcement Officer  Team  Lifetime Achievement

To nominate a fellow first responder or member of your department, complete the nomination form on the opposite page and return it via email to ea@100clubcentex.com referencing “Outstanding First Responder Nomination” in the subject line. You can also mail completed nominations to 3200 Steck Avenue, Suite 240, Austin, TX 78757.

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This year's Veterans Day parade was well attended by the citizens of Austin. It was an honor to be part of this annual event and to show our gratitude to the men and women who served in the armed services.

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Captain M. Flanagan

Medic D. Owens

Joined other public safety agencies and community members to place flags on the grave sites of Veterans at the Texas State Cemetery.

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Community Relations/Injury Prevention

ATCEMS Launches New Mobile Child Passenger SAFETY LAB

Safety Lab to Help Underserved Community Members Across Austin “Learn Where They Live”

It’s no secret that installing a car seat isn’t always the easiest task to master. In fact, three out of four car seats in the U.S. are not installed properly. We know, however, that education and resources can make a positive impact in helping more families get it right. One of the challeng- es is connecting parents and caregivers with customized opportunities to learn about child pas- senger safety. The good news is that starting today community members in Austin, Texas and the surrounding areas will have education come to them. That’s because Austin is home to the first Buckle Up for Life Safety Lab , a new mobile interactive experience designed to educate families on child passenger safety. The program is funded through a grant to Austin-Travis EMS County (ATCEMS) from Buckle Up for Life , a national car seat safety program from Cincinnati Children’s Hospital Medical Center (CCHMC) and Toyota. “At Austin-Travis County EMS, we are always looking for innovative ways to reach community members, especially those in underserved communities who may not have the flexibility to attend classes outside of their neighborhoods,” said Randy Chhabra, Captain of Austin Travis County EMS. “One of the exciting things about the mobile Safety Lab is that it allows us to meet families where they are and deliver critical education and resources to help children stay safe in cars.”

The Lab will travel to neighborhoods across Austin and the surrounding counties, offering criti- cal safety education and resources from multi-lingual certified child passenger experts and emergency medical professionals, including:

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 Video-based training, hands-on practice and one-on-one instruction;

 Education on Texas’ child passenger safety laws;

 Car seat checks to help families ensure their seats are installed correctly; and

Free car seats to families in need.

The Buckle Up for Life Safety Lab will reach families across nine counties in Central Texas, offering critical safety education and resources from multi-lingual certified child passenger experts and emergency medical professionals.

“We know that a properly installed car seat can mean the difference between life and death in the event of a crash,” said Corazon Eaton, CCHMC Program Manager. “That’s why initiatives like the Buckle Up for Life Safety Lab are so important. We want every family to be empowered with the education and resources they need to help keep their children safe.”

The mobile Safety Lab will reach families across nine counties in Central Texas, home to nearly 2 million people.

“Toyota launched Buckle Up for Life in 2004 with Cincinnati Children’s with a belief that com- munity-based education could have a powerful effect on improving children’s safety. Since then, we’ve impacted more than 100,000 people nationwide, provided funding for more than 60,000 car seats to families in need and developed local partnerships in almost 200 cities,” said Al Smith, Group Vice President, Chief Social Innovation Officer. “The mobile safety lab can expand Austin-Travis County EMS reach and capacity to serve more people in need, helping to educate people throughout the region.”

Visit the Austin-Travis County EMS website for a schedule of upcoming events. For more infor- mation on how to help keep child passengers safe, please visit BuckleUpforLife.org to access helpful articles, car seat installation videos and more.

Click the image below to watch the KXAN news story about the ATCEMS Safety Lab.

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Congratulations Cadet Class 1019

FIELD MEDICS

Allen, Janel

Kaminowitz, Robert

Rodriguez, Raul

Anthon, McKenna

Knauer, Andrew

Swanner, Emily

Baker, Alexander

Krycia, Noah

Weber, Wyatt

Balandran, James

Mancias, Vivian

Wells, Howard

Browning, Susanna

Martinez, Valeria

Cartmill, Andres

McNiff, Katie

COMMUNICATION MEDICS

Clark, Rajiv

Mendieta, Michael

Rangel-Hernandez, Ricardo

D’Elia, Michael

Moreno, Ashley

Richter. Lauren

Engelbrecht, Jacob

Orr lll, John

Farris, Tyler

Parker, Jack

Gregson, Jordan

Poss, Lauren

Hargrave, Jeffrey

Reale, Gianna

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This season, we hope our employees and their families enjoy many blessings. May the Holiday season fill your home with joy, your heart with love, and your life with laughter. May you and your family end the present year on a cheerful note and make way for a fresh and bright New Year.

Merry Christmas and Happy New Year

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H-E-B FEAST OF SHARING 30th Annual Holiday Dinner

Chief Of Staff Jasper Brown, along with additional ATCEMS and public safety officials, joined hundreds of volunteers at the H-E-B Feast of sharing. Chief Brown spoke to the attendees about holiday safety. For the past 30 years H-E-B brings our community together for free food and music. The average feast typically serves about 3,000 pounds of turkey, 2,500 pounds of dressing, 750 pumpkin pies, 380 gallons of mashed potatoes and 140 gallons of turkey gravy, according to H-E-B. This year over 13,000 thousand people were served.

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2019 marks the 31st Annual Chuy’s Children Giving to Children Parade, benefiting APD’s Operation Blue Santa charity. To date, over a quarter of a million toys for the children of Central Texas have been collected. Thousands of spectators, young and old alike, come out each year and share in the great joy of giving. It is an event complete with giant inflatable balloons, festive holiday floats, spectacular marching bands and of course Santa, bringing toy gifts and smiles to children across Central Texas who otherwise might not see anything under the tree on Christmas morning. Every year Austin-Travis County EMS participates in the parade with a decorated float and the opportunity for children of EMS employees to be part of the parade by riding on the parade float. Family members walk alongside waving to parade goers and shaking hands extended through the crowds of people who are happy to see their local public safety heroes. ANNUAL CHUY’S CHILDREN GIVING TO CHILDREN PARADE

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HOLIDAY GUIDE FOR HEALTH AND SAFETY

Brighten the holidays by making your health and safety a priority. Celebrate family and friends and reflect on what is important. It is a time to appreciate and safeguard the gift of good health. These tips will help keep you and your loved ones safe and healthy—and ready to enjoy the holidays .

COPING WITH AND MANAGING STRESS

Everyone—adults, teens, and even children—experiences stress from time to time. Feeling emotional and nervous or having trouble sleeping and eating can all be normal reactions to stress. Learn- ing healthy ways to cope with stress and getting the right care and support can help reduce stressful feelings and symptoms. The holidays don’t need to take a toll on your health and pocketbook. Keep your commitments and spending in check. Balance work, home, and play. Get support from family and friends, involve the children when possible to assist with some tasks. Keep a relaxed and positive outlook and make sure to get plenty of sleep.

PREVENT INJURIES

Injuries can happen anywhere, and many occur around holidays. Take these steps to avoid common injuries:

 Use step stools instead of climbing on furniture when hanging decorations.  Leave fireworks to the professionals.  Wear a helmet when riding a bicycle or skateboarding to help prevent the most serious types of head and brain injuries.  Prevent chain saw injuries by wearing proper protective clothing and glasses. Always operate, adjust, and maintain chain saws according to manufacturer’s instructions.  Watch the kids: Children are at high risk for injuries. Keep a watchful eye on your kids when they’re eating and playing. Keep potentially dangerous toys, food, drinks, household items, choking hazards (like coins and hard candy), and other objects out of kids’ reach. Learn how to provide early treatment for children who are choking. Make sure toys are used properly. Develop rules about acceptable and safe behaviors, including using electronic media.

COLD WEATHER SAFETY AND HOME HEATING

Outdoor activities during cold weather can expose you to several safety hazards, but you can take steps to be prepared. Start by wearing warm clothing, a wind-resistant coat or jacket, mittens, hats, scarves, and waterproof boots. To protect from hypothermia, don’t forget to dress in layers. Additional safety precautions when participating in outdoor recreation include:

always carry a cell phone work slowly when doing outside chores sprinkle cat litter or sand on icy patches

Most residential fires occur during the winter months. Keep candles away from children, pets, walkways, trees, and curtains. Never leave fireplaces, stoves, or candles unattended.

Have your heating system, water heater, and any other gas, appliances serviced by a qualified technician every year to keep your family safe from carbon monoxide (CO) poisoning. Install a battery operated or battery backup CO detector where it will awaken your family at night if the alarm is triggered.

Carbon monoxide poisoning is 100% preventable. Don’t use generators, grills, or other gasoline or charcoal burning devices inside your home or garage.

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TRAVEL SAFETY

Winter storms and cold temperatures can be dangerous. Stay safe this winter by planning ahead . Whether you’re traveling across town or around the world, ensure that your trip is safe:

 Get your car ready for cold weather before winter arrives.

 Don’t drink and drive—and don’t let others drive when they’ve been drinking.

 Wear a seat belt every time you drive or ride in a motor vehicle, and always buckle your child in the car using a car seat, booster seat, or seat belt appropriate for their weight, height, and age.

 Anyone traveling more than 4 hours, whether by air, car, bus, or train, can be at risk for blood clots. Blood clots can form in your legs during travel because you are sitting still in a confined space for long periods of time. Protect yourself during the holiday travel season by moving your legs frequently, know the symptoms of blood clots and when to get help and if you are at risk for blood clots talk to your doctor.

EAT HEALTHY, STAY ACTIVE AND MAINTAIN FOOD SAFETY

It can be challenging to eat healthy and stay active during the holidays. Healthy eating is all about balance and moderation. Holiday parties and big family meals may tempt us away from our healthy eating habits. Allow yourself to have your favorite foods but stick to smaller servings and balance them with healthier options. Limit fats, salt, and sugary foods and drinks. Staying active can help you keep a healthy weight during the holiday season. Look for opportunities to work physical activities into your holiday: Go for a stroll after a family meal, take a walk at the mall, or dance to your favorite holiday music. Aim to get at least 20 minutes of uninterrupted physi- cal activity daily. Food poisoning can ruin even the most festive celebrations. Each year, an estimated 1 in 6 Ameri- cans get sick from eating contaminated food. Take simple steps to protect your family’s health when you prepare and serve holiday meals such as:

 Wash your hands and work surfaces before, during, and after preparing food, and before eating.

 Keep raw meat, poultry, seafood, and eggs separated during preparation.

 Cook food at the right internal temperature to kill harmful germs. Use a food thermometer to check.

 Refrigerate perishable foods, including leftovers, within two hours of buying or cooking.

WHEN OUT SHOPPING Stay alert to your surrounding and the people around you Shop with a friend, there’s safety in numbers Carry only the credit cards you need and identification (ditch the purse) Have car keys in hand before exiting the store

PARKING LOTS Don’t leave valuables visible in car Park in well lit areas at night Park where you can easily see if someone is loitering around or near your car Look all around and under your car as you approach as well as inside before getting in

DECORATIONS Check for broken/burnt out bulbs Do not use outdoor lights inside Do not connect more than 3 strands of light together. Keep decorations away from fireplace and other open flames Keep fresh trees watered daily

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Meet-A-Medic: Erin Ruiz, Medic-Field

Hello my name is Erin Ruiz. I have been a Medic with ATCEMS for 5 years. My love for EMS started 8 years ago when I did my first ride out with San Antonio Fire Department. I can’t see myself doing any other job, I love this job! When not at work I enjoy spending time with my 10 month old daughter and husband. I am an avid runner and occasionally I’ll go geocaching.

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Where are you from originally and what brought you to Austin? Allentown, PA. The job brought me to Austin.

What inspired you to become a medic/what attracted you to this career choice? It’s cliché, but I enjoy helping people. The attraction for me is uniqueness of every call.

How long have you been with ATCEMS and what motivated you to work here? Five years. I knew this system was unique and really cared about the community

What is your favorite part about working here at ATCEMS? The retirement plan ;) No seriously I thoroughly enjoy this job and can’t pick just one.

If you had guests visiting Austin for the weekend, where is the first place you would take them? Most people enjoy seeing the Capitol and then we would go to Deep Eddy pool.

What is your favorite taco joint in town? Juan in a Million

What do you do on your days to relax and unwind? Hang out with the family and cook

Who inspires you? My daughter inspires me

What is the next place you would like to visit?

Why? Hawaii

Word of advice for an aspiring medic? Some dreams do come true. Keep working hard and yours will too.

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~ OCTOBER 2019 ~ Medic of the Month

Rusty Risinger, ATCEMS

Join us in congratulating Clinical Specialist R. Risinger for being named the St. David's South Austin Medical Center ER Medic of the Month for October.

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Join us in congratulating Clinical Specialist O. Kipp for being named the St. David's Medical Center ER Medic of the Month for October.

ED staff, patients, and co-workers love Oliver’s upbeat attitude and commitment to excellent patient care. Thank you and congrats!

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St. David's ER staff says that he "Provides excellent care for his patients and is always willing to help out."

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~ DECEMBER 2019 ~ Medic of the Month

Cassi Lydon ATCEMS

Join us in congratulating Clinical Specialist C. Lydon for being named the St. David's South Austin Medical Center ER Medic of the Month for December.

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Our values and principles are Excellence in Service, by People Who Care. Your dedication and commitment serve as a vital link in the chain which drives our department. The years of service award symbolizes the time you’ve given to help us as we pursue those values and principles. It is also a token of appreciation for the part you’ve played in making ATCEMS what it is today. Your talents and efforts already have helped us achieve excellence in many areas. YEARS OF SERVICE RECOGNIZING LOYALTY & LONGEVITY

Gordon 15 years

Risinger 10 years Rawn 5 years

Quiroz 15 years

Monson 10 years

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Murphy 20 years

F. Garcia 20 years

Rasmussen 10 years

Stubbs 10 years

D. Williams 25 years

Benavides 25 years

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OUT IN THE COMMUNITY

M5 show-n-tell at Seton Main J. Wise/P. Ward

ATCEMS medics from our Recruiting Ambassador Program, participated in the City of Austin's Annual Hispanic Heritage Celebration at Fiesta Gardens. Pictured is Communi- cations Medic N. Ferdous & Clinical Specialist E. Reyes, along with recruiting teams from Austin Fire Department and Austin Police Department.

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Community Relations & Injury Prevention Team Captain R. Chhabra and Clinical Specialist C. Bakhtiari , along w ith our Public Information Officers Commander M. Benavides & Captain C. Stedman , taught the inaugural class of our Safe Citizens Academy at Hyde Park Christian Church. This one day course consists of multiple topics & training, all geared towards keeping our com- munity safe, healthy, and pre- pared. Participants received train- ing on Stop The Bleed, CPR, Emergency Preparedness, and Active Attack/Active Shooter events.

Medic 22 in Lago Vista, and Medic 25 in Jonestown partici- pated in Halloween festivities in their respective districts. They handed out candy for trick-or-treaters, and showed off their ambulances along- side our colleagues from Travis County ESD #1 .

Medic-26 Rescue Captain S. Bush & Rescue Clinical Specialist R. Copland attended the Ace Hardware Fall Fest with Pedernales E802.

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On the morning of November 19, 2018 Austin Travis County Emergency Medical

Services received a 911 call to respond along with Austin Police Depart- ment, and Austin Fire Department to an address in central Austin. A male caller, Matthew, was reporting that his fiancé, Jessica, was not breathing. APD was the first to arrive and started CPR. AFD & ATCEMS arrived moments later taking over CPR of the patient. Pulses were regained and ATCEMS transported Jessica to a local hospital. Jessica had suffered a cardiac arrest at her home on that fateful Monday morning. On Monday evening, and through Tuesday morning, she had three more cardiac arrests and a cardiac syncope. She spent 6 days in the ICU and a total of 12 days in the hospital. Jessica did get to meet Communications Medic Jonathan DeLong last year at a survivor reun- ion with her rescuers but recently Jessica and Matthew visited with Jon- athan again and brought some baked goods to help celebrate surviving the incident just over a year ago. Without the assistance of ATCEMS, APD and AFD Jessica and Matthew would not have been married a few months after her recovery and now have a lifetime of memories to make to- gether.

One year later, cardiac arrest survivor shows appreciation to the communication medic who answered her 9-1-1 call.

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Women's First Responder Career Event

A few female first responders with Austin-Travis County EMS, Austin Police Department and Austin Fire Depart- ment took part in the Women's First Responder Career Event at the Bertha Sadler Means Young Women's Leadership Academy . The goal of the event was to give the young ladies a glimpse of what career fields are available to them when they become an adult. Many of the young ladies are from troubled backgrounds and participants wanted to show them that there is more to life beyond the classroom and the neighborhoods that they live in.

Facebook Crisis Response and Community Safety Event

The ATCEMS PIO team was invited to attend the "Facebook Crisis Response and Community Safety Event" to speak to attendees about our involvement on the front end beta test of the "Local Alerts" fea- ture. Some of our products have been showcased by Facebook as examples of utilizing the feature at presentations around the nation. Local first responders & government organizations had a chance to learn about how first responders, community members and government partners can prepare, respond and recover from a disaster with Facebook’s crisis response tools.

Commander Benavides & Captain Noak with Jannelle Watson, Facebook U.S. Politics & Government Outreach representative.

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L. Yankiver & A. Baker Superheroes don't always wear a cape. Some our super- heroes were out recently at the City of Austin Municipal Court, educating children on proper booster seat use. The Austin-Travis County EMS Injury Prevention Team provides FREE booster seats to families through their Child Passenger Safety program.

For the second year ATCEMS motor medics were invited to participate, as the only EMS agency, in the 3rd Annual M-13 Inspired Rodeo in memory of APD Officer Amir Abdul-Khaliq. This friendly motorcycle event was hosted by Austin Police Department and took place at the DPS train- ing facility. Many agencies took part in the competi- tion including Texas Department of Public Safety , Travis County Sheriff's Office , APD, Hays County Sheriff's Office , Williamson County Sheriff's Office, Texas , Cedar Park Police Department , Kyle Police Department and Round Rock Police Depart- ment to name a few.

Commanders R. Rutledge and M. Benavides attended the City of Austin's Veterans Appreciation Luncheon. This was an event for all City of Austin Employees & Retirees who are Military Veter- ans and members of the National Guard or Reserves.

The event included Keynote Speaker Colonel Thomas Curtis, USAF, who told his moving story about being a prisoner of war during the Vietnam War. Mayor Steve Adler & City Manager Spencer Cronk were also in attendance.

Clinical Specialist A. Jewell & Medic T. Weldon visited the Harris Elementary Health Night. About 100 children and staff attended the event. It was a great opportunity for our medics to speak with the public about ATCEMS and our role in the community.

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Community Relations & Injury Prevention Team Captains R. Chhabra & A. Baker , and Clinical Specialist C. Bakhtiari, along with our Public Information Office Team Commander M. Benavides and Captains C. Stedman & D. Noak, and our Explorers from @ EMS Explorer Post 247 , put on the 2nd class of our Safe Citizens Academy, at Westlake Hills Presbyterian Church . This one day course consists of multiple different topics & training, all geared towards keeping our community safe, healthy, and pre- pared. Participants received training on Stop The Bleed, CPR, and Emergency Preparedness.

Captain J. Davis visited his son's kindergarten class at Elm Grove Elementary School in Buda, as the classes, "Mystery Reader." Captain Davis talked about EMS, Calling 911, and read ATCEMS own children's book, "Do You Know EMS?"

A Cub Scout Troop and their den leaders visited Medic-29 & District Command-3 to go over the “First Responder” section in their Webelos Required Adventures. The troop got to visit with the crew, get a tour from Commander M. Zapata, & see our equipment. It was a fun evening for all involved.

Medic 8 visited the Magellan International School in central Austin, and took part in their, "Community Helper Day." Captain F. Nelson & Clinical Specialist P. Homan gave a presentation to students, and had a Show-n-Tell of the Ambulance.

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Community Health Paramedics December Pop-Up Resource Clinic (PURC) On Wednesday, December 11th ATCEMS and our valuable partners, held another Pop Up Resource Clinic for individuals experiencing homelessness. In 3 1/2 hours at a new lOak Hill ocation, 36 individuals were served and 59 interventions were completed! That’s a pretty successful day! We’d like to thank our partners from Central Health, Austin Public Health, Austin Police Depart- ment, CommUnityCare, CARE, City of Austin Animal Services, Ending Community Homelessness Coali- tion (ECHO), Homless Outreach Street Team (HOST), Integral Care, VA Services, Mobile Loaves & Fish- es, CMS, Front Steps, & Austin Public Library for making events like this possible.

Click on the image above to watch the video of this event!

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ATCEMS Captain D. Noak spoke to 6th grade students at Hudson Bend Mid- dle during their Career Day. Captain Noak was able to provide the stu- dents with a good idea of what a career with ATCEMS looks like. The students viewed a video, got to see some of our equipment, and asked ques- tions about being a medic. We are sure that there are some future paramedics in the group!

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Employee Recognition

KUDOS

CONGRATS

Pinning & Swearing Ceremony to officially pro- mote our newest officers to their new positions. Please join us in congratulating Captains B. Cluskey and M. Flanagan , as well as Commander E. Gordon.

This good boy was running in and out of traffic yesterday when Clinical Specialist B. Foster and Medic M. Ward from Demand- 6 rescued him from his situation. They took him and turned him over to animal control. As of yesterday he was still waiting to be reunited with his family. If he is yours, or if you know his family, contact Animal Control. He was located in the area around Parkfield & Kramer.

Welcome

PLEASE WELCOME

David Kulpanowski to the ATCEMS Business Analysis and Research Team (BAR).

and

John Mockler as the new EMS Sched- uling Specialist.

CONGRATULATIONS Jodi Hassinger on her promotion to Revenue Cycle Manager EMS Billing Unit

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WELL DONE

Brandon and Pace,

I want to pass along the kudo below for a job well done! This is the kind of care and compas- sion we love to see from our providers at ATCEMS! You took the time to work with our part- ners in the community to provide a high level of service and the most appropriate care possi- ble. Thank you for your hard work and professionalism! Keep up the good work!

Johnnie Hall

SO Commander

Hi gents,

I wanted to brag on a couple of your employees. Last week, Pace Millhollon and Brandon McGarrh worked on M5. They ran a call at Cameron and 51st for a homeless, hyper- tensive male that was on K2. The patient did not want to go to the hospital, was adamant about it, so they contacted CHP for alternative options. Because he was vomiting, he could not be transported in a CHP vehicle, so they took the initiative of calling for orders from Dr. Pickett to transport to the Street Med van where he could be seen by a nurse practitioner. The patient ended up being so uncomfortable that he consented to go to the hospital while being assessed by the NP. Pace and Brandon showed no hesitation or impatience in doing the right thing for the patient. They demonstrated openness and cohesion with the CHP team and our partners at CommUnity Care. They should be commended!

Very respectfully,

CS Brandon McGarrh

CS Pace Millhollon

Lia Bermudez

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Ambus crew for National Night Out event October 1st.

Mallon

Kutra

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Sir, yesterday Tim Fuentes and his crew of tac medics came by our APD show ups and took us through Self Aid Buddy Aid/ TCCC. We were under some time constraints since we were still responsible for call taking, but Tim and his crew made the training happen efficiently and ran some hands on scenarios we all participated in. These are life saving applications and the importance of the skills learned and refreshed yesterday can- not be stressed enough. Great job to Tim and every medic that came out yesterday to help and train two shifts of patrol officers downtown. We greatly appreciate it!

Respectfully,

Fausto Rodriguez

Sergeant | G500s Downtown Area Cmd

Austin Police Department

Captain Timothy Fuentes

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Customer Service Response:

427 calls were made during October The questions asked focused on measurable

customer service actions.

36  “Very competent, sweet, concerned. They are always very kind and we don't know what we'd do with- out them.”  “They were very nice, helpful, very compassionate. They explained every thing they were doing and why we should go to the hospital.”  “They were the best medics I have ever had. I've had this condition sense I was a teenager. They made me feel very comfortable, and they were very informative. In my 32 years of living of needing medics, they were the very best!! Calming, welcoming, and going above and beyond. I could go on and on about how wonderful they were.”  “They made me feel comfortable, acknowledged my questions when I asked them and they were the best ambulance service I have ever had. They were great.”  “The treating medic was very good. Good communication with cracking a few jokes, and when she came back to the hospital she popped in to check on me again and asked how I was doing.”  “They were wonderful, attentive, and caring. I got to ride with them. We've always received good ser- vice from ATCEMS. We've had service several time and they've always been wonderful.” Respondents were asked to rate the customer service provided by our medics on a scale from 1 to 5, with 5 being the best 80.92% of the patients rated the customer service they received at a 5 and 12.70% rated their service at a 4. The average rating overall was 4.69 out of 5 for customer service. The response we obtained from our customers is evidence of the great medics we have and the tremendous job they do each and every day. Patient Comments:

Customer Service Response:

472 calls were made during November The questions asked focused on measurable

customer service actions.

Respondents were asked to rate the customer service provided by our medics on a scale from 1 to 5, with 5 being the best 83.21% of the patients rated the customer service they received at a 5 and 15.27% rated their service at a 4. The average rating overall was 4.80 out of 5 for customer service. The response we obtained from our customers is evidence of the great medics we have and the tremendous job they do each and every day.

Patient Comments:

 “They were listening to everything I was saying and let me know they shared in my concerns, as we were in the doctor's office and my brother was not responding.”

 “They took care of me very quickly as they recognized my situation and the circumstances. They were awesome. As a cab driver, I serviced one of your lady medics years ago and she was an awesome person. I wanted you to know that I recognized back then that you have good medics.”  “They were awesome and I was a nervous wreck, They were very calming and I appreciate that. I thought I may be having a heart attack again, as I've had one before. A lady ran a stop sign and hit me and the medics even got my car out of the roadway. They were awesome and they really care.”  “They were two of the most wonderful guys I have ever met. They talked to me and explained every- thing, and made me feel very comfortable.”  “They were very good guys, and were very helpful, very professional. We were completely satisfied with their service.”

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 “They were patient and understanding.”

WHAT IS... THE POWER OF GRATITUDE?

Gratitude Literally Rewires Your Brain to be Happier

Research into the physical effects of gratitude report tangible results. Focusing on the positive and feeling grateful can improve your sleep quality and reduce feelings of anxiety and depression. Further- more, levels of gratitude correlate to better moods and less fatigue and inflammation. The reasons why gratitude is so impactful to health and well-being begin in the brain. The areas of the brain showing increased activity were the anterior cingulate cortex and medial prefrontal cortex— those associated with moral and social cognition, reward, empathy, and value judgment. This led to the conclusion that the emotion of gratitude supports a positive and supportive attitude toward others and a feeling of relief from stressors. Gratitude activates the hypothalamus as well, with downstream effects on metabolism, stress, and various behaviors. The hypothalamus regulates hormones responsible for many critical functions, such as body temperature, emotional responses, and survival functions like appetite and sleep. We can perceive and experience gratitude and its many characteristics in a very broad spectrum. Openness and willingness to experience gratitude affects not only the individual but her/his interper- sonal relationships; a common strain in relationships is caused by repeated negative feedback by one or both partners without off-setting gratitude. Through the power of gratitude, you can wire your brain to be optimistic and compassionate, making you feel good. The more you look, the more you can find to be grateful for. This positivity can extend to those around you, creating a virtuous cycle.

When you’re actively looking for things to praise in another, you’re training your brain towards appreciation vs. judgment.

This Holiday Season is a perfect time to Practice Gratitude

With the holidays rapidly approaching, it’s time to focus on family and friends. It’s also the season to celebrate the many good things that have taken place in your life over the past year. Even if you’ve experienced disappointments or setbacks, there are still plenty of things to be grateful for in life. Concentrating on the positive can have a huge impact on your outlook and success.

The Power of Gratitude

People who express gratitude on a regular basis are healthier, more optimistic, make better progress toward their goals, have a greater sense of well-being, and are more helpful to others. Living in a state of gratitude is more than just thanking someone for opening the door for you – although that’s a good thing to do. It’s about having an attitude of gratitude regardless of the circumstances. Practicing these can help you remain grateful during the holidays and throughout the year:

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Compliment Others Find something nice to say to family, friends, coworkers or even a stranger in an elevator or at the grocery store. Complimenting someone will make them feel better about themselves. Kind words can create a positive feedback loop; the person giving the compliment often ends up feeling just as uplifted as the receiver of the compliment. Getting in the habit of complimenting others is a great way to nurture existing friendships while cultivating new ones. Be Mindful In our “ take care of number one ” society, our focus tends to be on ourselves rather than on others. Try to be more mindful of those around you. If they have a need, try to meet it. Force yourself to stay attentive in every conversation. Be an active listener and make eye contact with the person talking to you. Chances are, they’ll appreciate you taking the time to really listen to them, which in turn will make you grateful for being able to participate in a meaningful conversation. Pay It Forward Has a stranger ever done something nice for you? Did those good feelings motivate you to help someone else? When you’re in line at a restaurant or coffee shop, purchase a meal or beverage for the next person in line. This act of generosity will create gratitude in that person and hopefully inspire them to pay it forward to someone else. Giving to someone who can’t repay you can give you a tremendous feeling of satisfaction. Volunteer If you find a few spare hours in your schedule, consider volunteering at an animal shelter, food bank or mission. Serving others can be personally gratifying and can help alleviate stress while increasing health and happiness . Also, assisting others can make you feel more grateful for the good things in your life and give you a different perspective on the struggles that many people face each day. Count Your Blessings One of the best ways to stay in a grateful state of mind is to take a few moments to write down the positive things that you’ve experienced that day. Keeping a “Blessings Journal” can be a great way to unwind after a stressful day . Perhaps the best part of journaling comes when you look back at earlier entries and see the many blessings you’ve enjoyed in your life. Jot down three things that you’re grateful for every day. Then experience the bliss that gratitude can bring. Be Generous Although many people give to charities during the holidays, it’s important to remain generous year- round. Giving to others in need can produce feelings of fulfillment and joy. In addition to donating money, be generous with your time. Spending time with the sick or elderly can fill them with gratitude and a sense of hope. A small investment of your time can make a big difference in someone else’s life. Remember the Basics In the busyness of life , it’s easy to slack on pleasantries. Always remember to say thank you to someone who has served or helped you. Many people feel like they work a thankless job, so hearing someone thank them can make their day. Also, remember to smile. Smiles can be contagious , so do your part in spreading the happiness wherever you go.

Taking these simple steps can help you feel the power of gratitude during the holidays, and every day.

However you practice gratitude this holiday season, know that you are not only improving your own well-being, but those around you too!

Data and research obtained excerpts from: BrainMd, Daily Health, Psychologists Dr. Robert Emmons of the University of California at Davis and Dr. Michael McCullough of the University of Miami

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