Clarity, training and calm lead to another life saved


Monica Hathaway, a 12 year public safety communications veteran, was working a day shift at Oregon-based Washington County Consolidated Communications Agency (WCCCA) when she received a call for a patient described as in “a really bad seizure” and whose O2 levels were at 65. As the call progressed the caller became unsure of the patient’s status and reported that she was turning blue, and that her O2 levels had dropped to 39. At that point, Monica instructed the caller to get the patient on the floor and positioned for CPR administration.

At the time of the call the patient was in a bed, and the caller had difficulty moving the patient to the floor. “I’ve had several calls where the patient is on the bed. One thing I really like about our simulation training is that we’re taught to ask questions like, ‘Can you pull her arms and legs to get her off the bed? Can you pull the corners of the sheets?’, said Monica. Those were tools we didn’t necessarily have before, so I’m more comfortable giving instructions that I might not have given before.”

Monica began T-CPR instruction and encouraged the caller to keep going and to count out loud, while reassuring her that she was doing a great job. “Our training feedback confirms that we’re doing it correctly,” shares Monica, “but the program also provides additional tips and encouragement, like how to get a patient off the bed. That’s invaluable. As the caller is counting, we say things to boost their confidence and keep them going. I never felt like I could do that on a call before.”

When the responders arrived, Monica reminded the caller to continue CPR until the responders took over. The county EMS office would later report back to WCCA that the patient survived, and because of Monica’s quick recognition of the need for CPR, and her persistent instructions and encouragement to the caller, she was issued a Life Saving Coin.

With Monica’s help, the caller continued to administer CPR until the paramedics arrived. The patient’s life was saved because of Monica’s quick recognition, persistent instruction, and powerful reassurance.

During this call Monica was using techniques learned and reinforced through the quarterly training she receives through the RQI T-CPR program. Monica credits the success of this call and her personal improvement to her quarterly skills assessment training.

“The RQI Telecommunicator CPR program has really empowered us to feel like we are doing our job correctly. It’s given us more confidence as an agency overall.”, Monica said.

Congratulations to Monica who has been given a leaf on the 911 Tree of Life!

About Washington County Consolidated Communications Agency (WCCCA)

WCCCA is a regional state-of-the-art emergency communications center located in Beaverton, Oregon. provided all Public Safety Communications for Washington County, Oregon since 1985. “Excellence in Emergency Communications” is their motto and our way of doing business and serving our citizens.

WCCCA has been a member of the RQI T-CPR program since January 2020.

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