[upbeat music] - Hello and welcome to The Journal.

I'm Steve Kendall.

It's a phone number we hope we never have to use, but when we need to, it's good to know that on the other end there are highly trained people who can help us in the worst of times we're dealing with joining us are representatives from the 9 1 1 District in Lucas County, the Regional Council of Governments.

Stacey Mitchell, the Executive Director, and two of the emergency telecommunicators, the people that answer your calls when you dialed 9 1 1, Kristen Picking and Joseph Stoll.

So thank you all for being here today to talk about this system because as I said, it's a, it's a phone number.

We hope we never have to touch, hit our cell phone and say call nine one one.

But when we do, it's reassuring to know there are people like you who are there to make sure that everything gets taken care of correctly.

When we talk about Lucas County 9 1 1 Regional Council of Governments, Stacey, kinda lay out what that means because when people hear Regional Council of Governments, they're probably like, what does that mean?

What is that?

What is, what does that stand for?

- So the Regional Council of Governments, we cover all of Lucas County.

So prior, I'll, I'll go back.

Prior to 2021, there were six public safety answering points in Lucas County.

- [Steve] Ah.

- So public safety answering point is a 9 1 1 center.

So there were six of those prior to 2021.

And then backing up a few years prior to that, in 2018, some of the stakeholders in the 9 1 1 system in Lucas County asked for a feasibility study to have emerge and consolidated 9 1 1 center.

And so that was done and published in 2019.

And then the short answer is yes, it was feasible.

So there's a 9 1 1 final plan for each county in the state of Ohio.

And so the 9 1 1 planning committee got together, they amended that plan to allow for a consolidated 9 1 1 center and dispatch center in Lucas County.

And so a board of directors, they were appointed and bylaws were created and the organization was established in 2020.

And then in 2021 we started to consolidate all services into one center.

- Yeah.

Now what were some of the kind of speed bumps along the way?

Because a lot of times, and I think recently in Wood County there was a discussion with a municipal entity talking about consolidating with the county.

What are some of the things that people say, no, that's not a good idea.

Why, why would we not centralize this to each county or each jurisdiction?

- So I think some of the speed bumps along the way, you know, do we have a standardized phone system?

Do we have the same computer aided dispatch system?

So those were all things that you have to look at.

Do we have, what radio system are we all working off of?

- [Steve] Oh, okay.

- So one of the fortunate things in Lucas County as prior to consolidation, we were all working off of the same nine one one phone system, the same radio system.

And so that, that made it a little bit less, you know, bumpy for us.

- Yeah.

Yeah.

Because I know where I live, the, it used to be you'd call the fire station than it would relay down back and come back.

Now it goes to a central system in downtown Toledo, the 9 1 1 building.

- [Stacey] Right.

- And then it gets distributed accordingly.

Now, I noticed that both of you, Kristen and Joseph, one of you is listed as a law enforcement specialist, the other as a fire service special because when I toured the building a few weeks ago, there are people, there are sections that are designated for LEO, law enforcement and then fire services.

So talk a little bit how that works.

When you get a call in your specialty, how does that get to you?

It doesn't come directly to you, right?

It goes through a system and then it, then it goes to you as a, as a Specialist.

- [Kristen] Yep.

So, so when someone calls 9 1 1, it comes into our center.

There's, there's separate roles.

We have call takers who only take calls and then we have telecommunicators such as Joe and I.

- [Steve] Okay.

- That can take calls and dispatch.

So it's two separate roles, dispatching and call taking.

One day I might be assigned two call taking and that means I strictly take 911 calls.

When that call gets entered in the system, we, it goes to the proper dispatch channel.

- [Steve] Okay.

- [Kristen] So we have, there's four different channels that it can go to.

There's the Toledo channels, which is divided into two sections of the city.

And then there's the Northwest Channel in the subs and the Southeast channel, which has the different - [Steve] Ah, - [Kristen] The different agencies on each channel.

- [Steve] Right.

- [Kristen] So it goes to the correct dispatcher and then we would dispatch, I would dispatch the correct police agency or crews to that call.

Yeah.

- Yeah.

And the same thing in your case Joe.

- [Joseph] And the same thing for fire medical.

And we might have police going as well as some of our suburbs require that the police go on certain medical calls.

- [Steve] Yeah.

- [Joseph] So we will get a separate, what we call a screen that opens up at our station, tells us if you know there's a fire, there's someone having chest pain and we send the right apparatus, - [Steve] Yeah.

- To help them out at the same time that we're dispatching them, the call taker is transferring that call to our EMD specialist.

- [Steve] Oh okay.

- Emergency medical dispatchers who are highly trained and certified to take those calls and, and triage them.

And so if they have to give them instructions over the phone before help gets there, they're doing that.

So it's nice to be able to work right alongside of them so that we can hear if that call is getting, getting worse and we need to send more people - People, it's more more response.

Quick question.

So obviously in all of Lucas County as there would be in any large jurisdiction, there are probably streets that have this there, obviously the streets have the same Monroe, Elm name, you know, name a street.

So if I call in and I'm calling from 5 5 5 5 5 Monroe Street, how do you know whether that's in Sylvania, Toledo, Maumee, Providence Township, Springfield Township?

How does that, because obviously there could be duplicate addresses - [Kristen] Right?

- But they're, they're tied to a specific area.

So how does that, how does that separate when it gets, so before it gets to, gets to you, - [Kristen] The first piece of information we need is your location.

- [Steve] Okay.

- [Kristen] So we'll get that address, we'll put it in the computer, we verify it with you, and then if it, if it's different, if it's the same street in different jurisdictions or address, it will pop up with each choice.

Like Toledo, Maumee, Sylvania, we'd have to verify are you in Toledo, are you in Maumee?

And we'd correct select that choice and then it would send it to the appropriate dispatcher for dispatch.

We multiply, we verify it multiple times in a call.

- [Joseph] And we also have this technology, it's called Rapid SOS.

So a lot of cell phones will go into that system.

- [Steve] Ah, okay.

- [Joseph] And we can look at the map and then see, oh, this person's in Sylvania.

They're not, they're not even Toledo on Monroe Street.

- [Steve] Okay.

Right.

- [Joseph] Or another jurisdiction.

- So - We can just verify that way so that we can take any, any sort of error out the equation.

because you wanna get there as fast as you can.

- [Steve] Sure.

Yeah.

And we, and and you mentioned cell phone.

So how does that interact with the system?

Because we know you're hitting, you're pinging towers.

- [Stacey] Right?

- [Steve] Can the system kind of like draw that down to the level of detail obviously that you need to do what you need to do?

- [Kristen] Yeah.

We get the latitude and longitude of a cell phone.

So if the caller's not able to give us a location or they're not sure where they're at, we can use that put in the coordinates into our computer and that - Will pop up with a location, the bottom.

- [Steve] Ah, okay.

- Good.

Good.

- [Stacey] But, but Steve, sometimes people assume that we have their exact location and just like with any other technology, there is a chance that that's not accurate.

Sure.

So we always verify that information with the caller.

So again, the first thing we're going to ask is what is your location?

And we're verifying the technology that's coming in also on cell phones, sometimes it can hit off of the wrong tower.

- [Steve] Right.

- [Stacey] And, and be misrouted.

And so we wanna make sure that that didn't occur.

- [Steve] Okay.

Well we come back and we talk more about handling calls because as I said, when I walked through the building that day and was listening, it's like the level of, of intensity, the level of detail, the focus that has to be there.

- [Stacey] Sure.

- Is simply amazing.

And you're dealing with people who are under a lot of stress, - [Kristen] Absolutely.

- Who aren't on the top of their game because there's an incident going on.

- [Kristen] So Right.

- As, as you just mentioned them trying to find, know where they are exactly is the last thing on their mind at that point.

So we can talk more about that in a moment.

- [Kristen] Sure.

- Back in just a moment.

Representatives from Lucas County 9 1 1 Regional Council of Governments, the 9 1 1 dispatching system in Lucas County.

In a moment here on The Journal.

- Thanks for staying with us on The Journal.

Our guests are Stacy Mitchell, Kristen Picking, and Joseph Stoll from Lucas County 9 1 1.

Joseph, we were talking as we left that last segment with the fact that people call in, they're in an incredibly stressful situation.

They think they're giving you complete, clear, concise information about it.

Step us through that process.

I call in and I'm going, I need help.

I need help.

Oh my.

She's not breathing.

What do you do as, as, as you're picking up that call and you're getting that, how, what's the process you use to sort all of that out so then as efficiently so you can get the right services to them as quickly as possible?

- Well, I mean the minute that call comes in, we get a ding in our ear telling us we have a new call and we have it recorded on our, our system, you know, for our voice 9 1 1, where is your emergency?

We wanna get that address out from them as quickly as possible.

From the moment we're doing that, we're also checking our screens to see do we have a location for them?

You know, is this coming in as a hard line from their house?

Is it a cell phone?

Is it a cell phone that we can even find the coordinates?

And so we're doing our best to see where is that call coming from while also trying to get it from that person.

So we have a whole list of questions that we're gonna go through then with them, you know.

But once we get that address we can get help sent to them.

And that's the biggest factor is we can get help as long as we know where to send them.

- [Steve] Yeah.

Now obviously you're, you're reading this stuff back to people asking them to confirm.

Do you ever have a situation where you, they've given you information and it turns out they're giving you incorrect information, yet they're saying yes, yes, yes.

That's correct.

That's correct.

And you know, maybe it isn't and you're keep trying to drill them down to the exact, the exact location.

How do you, how do you work?

How do you make that happen?

- Absolutely.

I mean, we'll see, I had an example yesterday, I was working in fire dispatch where the firefighters got to a medical scene to help somebody up who wasn't breathing well.

We get to an address, nobody's coming to the door, nobody Oh.

The crew finds them at another house.

But imagine in the middle of the night or early morning, - [Steve] Sure.

- Somebody just breaking down your door because it's the wrong - [Steve] Address.

Yeah.

- [Joseph] But we're trying there that - [Steve] Can lead to all kinds of unfortunate - [Joseph] Yeah.

We're trying to get in there to help them.

And so one digit can mean a lot, it can mean across the street or across the intersection.

- [Steve] Yeah.

- [Joseph] So getting that address right is, is critical to what we do.

- [Steve] Yeah.

- [Stacey] And, and Steve, when you say, you know what, if someone calls and they give us the wrong location, but we can see on our, with our technology and our screen - [Steve] Where they're actually calling from, - [Stacey] where they're calling from.

So we'll ask them, we'll say we are showing that you're calling from this location and, and sometimes people have moved or they're at a neighbor's house or there's a lot of different reasons.

And so then that will remind them, yes, you're right.

That's where I'm at.

And there are times where our information is incorrect and, and we need to do an update.

And so we always again, verify that location with the caller.

If they're out driving.

Sometimes people don't know what interstate they're on.

- [Steve] Sure.

- [Stacey] They don't know if they're going north or south.

- [Steve] Yeah.

- [Kristen] Right.

And there's, along with the address, if they're insisting that they're addressed but we're showing they're at something different, we'll put the call in for where they're saying, but we'll know in the call for the responding crews, Hey this is, this is where I'm showing they're at, this is where they're saying they're at.

So they can kind of, - [Steve] Yeah, - [Kristen] We can try callbacks too.

to verify.

And there's a couple other ways that we could try to look up phone numbers.

One of our commands we can use is to run their phone number and it will, if they've ever called 9 1 1, it will show us if we entered a call, what address they gave at that time.

- [Steve] Okay.

- So we can look those calls up and kind of say, okay, this is where they - Called from before.

- [Steve] Are you sure?

Yeah, - Yeah, - [Steve] Yeah.

Let's, yeah, let's, let's double check again.

because I know sometimes when you listen to, especially of course, always major incidents that get on the news.

- [Kristen] Sure.

- And sometimes as as a civilian, you're listening, well, why do they keep asking?

Yes.

Why do they, you know, don't they understand?

But that's why, because you're looking at conflicting information.

- [Kristen] Right.

- And you wanna make sure that, as you said Joe, when you send somebody that they go to exactly the right location.

Probably one of the things that first responders run into is not everybody's really good at putting their street number on their house or their mailbox.

So you guys might get them to the right location, but then they're like, okay, there's no number on this house.

It says it must be between these two.

So that's another factor out of your control, obviously.

But I guess it's important to let remind people to put a number out there so that - [Kristen] Yes, for sure.

- You know, gosh forbid you have to ever use the service.

They can find you when you've directed them to that address and they're like, there's no numbers on all five houses or which one is it?

That kind of thing.

When you, and, and both of you have levels of experience.

I know, I think Joe, you've been at for what, three years I think you were telling me?

- [Joseph] Yes, I started Right.

I was the first class after, on the first after the consolidation happened.

- [Steve] Wow.

So I got to see you Yeah.

From start.

Yeah.

You've gone through that part of it.

And I think you were saying you've been 20 plus years.

- [Kristen] Yeah.

Twenty-two.

- [Steve] Was, and especially Joe as, as a new person, obviously you go through a lot of training, very intense training.

I know when Stacey has talked to us about this, that not everybody who starts that class makes it all the way through because the training is incredibly stressful, incredibly precise after all of that training.

And obviously it gets you tuned up to the point.

What's it like though the first time you take your first real call, like kinda like soloing in a plane.

Now you have now all that training hopefully kicks in and you step right through it.

- [Joseph] They take the training wheels off and I mean, that's what it is.

You have to, you have to ride the bike, but it is nerve wracking that, that first call because you don't have somebody right behind you that you can lean on - [Steve] Or Yeah.

- [Joseph] Hope they're gonna catch Yeah.

If you make, you know, a, a mistake.

So you have to be confident that, you know, you've been trained well and you have all the skills and the tools right there at your disposal to, to handle that call and to get through it and make sure that somebody gets, gets the help that they need.

- [Steve] Yeah.

Now Kristen, obviously you've been at it for a while, but did the training, I mean, was there anything that surprised you the first time you sat down after all your tray, it's like, whoa, that's one they didn't talk about and training or you know, I, I, I see now why they made us talk about that.

- Yeah.

It's more the volume of calls that came in.

Okay.

I was really surprised at how often people call 9 1 1 true emergencies are not, but it was, the volume of calls really surprised me.

Like how, how much 9 1 1 is actually used.

Yeah.

- Yeah.

And and you mentioned a good point though too, because there are emer emergency calls.

There are non-emergency calls.

- [Kristen] Right.

- [Steve] What's the, so if a call comes in, how does that get routed?

Look, this is you obviously someone before it gets out to the, the call takers, they sort that out.

So do you get a lot of people calling who, I mean we hear anecdotal things about somebody called wanted to order a pizza, or why isn't my pizza here?

That kind of thing.

I mean, how does that stuff really happen to any great degree?

Or is that the real anomalies that we hear about?

- [Joseph] I think it's, it's probably something that does happen.

I have not had that - [Steve] Okay.

- [Joseph] Happen to me.

- [Steve] Yeah.

- [Joseph] But we do have the non-emergency related calls come through the 9 1 1 system.

- [Steve] Yeah.

Which are, which are serious calls, but not of the emergency nature.

- [Joesph] Yeah.

Right.

Right.

I mean, I was talking about one earlier, somebody called 911 actually dialed those digits to ask if we were hiring.

- [Steve] Oh, okay.

- [Joseph] You know, that's not a 9 1 1 emergency related call.

- [Steve] We'll dispatch a trainer right out the sidewalk.

That's not how that works.

Okay.

But yeah, well that was the number they found first.

- [Kristen] Right.

- [Steve] Well, they'll know I'll call 9 1 1, they'll tell me whether they're hire or not.

Well, we come back.

Let's talk a little more about that because obviously you guys have experienced the range of calls And, and one of the things I wanna ask you about is how you maintain your focus.

Because obviously this is very emotional for people and I, I think the one thing that was not surprising to me, but I was just so impressed by the fact of how focused you guys are when a call comes in and obviously stressful situations, that kind of thing.

And yet you guys stay right on point.

So let's, we will talk about that when we come back, back in just a moment with representatives.

Lucas County 9 1 1 here on The Journal.

You're with us on The Journal.

Our guest are Stacey Mitchell, Kristen Picking and Joseph Stoll from Lucas County 9 1 1.

Stacey, we've talked about all the different kinds of calls you get and how you handle them, but what's the volume like?

And obviously it probably increases year after year after year.

- Sure.

And and that's one thing Kristen mentioned that was surprising to her is the volume of calls that we receive.

So on average between our emergency and our non-emergency lines, we're answering about 1,400 calls a day.

- [Steve] Wow.

Wow.

Yeah.

That's, that's pretty amazing.

And about.

And so a typical staff level on, if, if we walked into the office today, into the, into the area, how many people would be working right now handling that volume of calls during the day?

- So again, we have our, our staff separated by specialties.

And so we have probably during day shift between six and seven call takers who are answering nine one one calls and that's all that they're doing.

They're specifically assigned to the 9 1 1 calls.

And then we have dispatchers for law and for - Fire.

For fire.

Fire, yes.

The fire and emergency.

Okay.

Right.

Yeah.

One of the things that I say when we were walking through there a few weeks ago as part of a, a tour of, of government officials to make us sound like we're important, one of the things that I was really amazed about, I shouldn't have been, but I was impressed by it, was the fact that obviously you guys are handling calls, people in the worst situation they probably ever thought they'd be in.

- [Kristen] Right.

- And yet the decorum and the, the process of going through that, how do you guys deal with the fact that you're, you're talking with people who are in dire straits, they're extremely emotional and yet you guys have to stay focused and get the job done.

You talked a little about the mindset, Joe, but it's, it's gotta be something you have to think about sometimes about, wow, I just handled a call.

It's like, oh my gosh.

That was, that was something I never thought I'd have to talk to anybody about.

- [Joseph] Absolutely.

I mean, you just never know what's gonna be on the other end of that call.

It might be something as simple as I just need help up.

Or it might be something as, as tragic as our boat sinking.

- [Steve] Yeah.

Ah.

- And we we need help.

- [Steve] Yeah.

- You gotta get them help as quickly as possible.

- [Steve] Right, right.

- So you do think about it, not every call is gonna be - Glorious.

- [Steve] Yeah.

- People aren't calling in because there's a happy time they're, they're calling because they need help right away.

- [Steve] Yeah.

- So some calls do stick with you, but we know going into our day, we're, we're here to make a difference.

Right.

We're here to help the public out.

And I think if you go in with that sort of a mindset, it makes for a better day for you as a telecommunicator.

- [Steve] Sure.

- So you're not taking that home with you each day.

- [Steve] Yeah.

- Because it, it does make you stop and think, especially if you have families at home yourself, but it also helps you to be prepared.

Helps you think about do I have my smoke detectors working at home?

- [Steve] Okay.

Because, because you've just, you just handled a call.

- [Joseph] A call where they didn't have any.

- [Kristen] Exactly.

- [Joseph] So it helps you to think I like that.

- [Kristen] I definitely think our training obviously comes into play for sure.

Keeping us focused and it's not for everybody.

The job is not for everybody.

- [Steve] Right.

- [Kristen] For Sure.

I mean, you work, you know, it's a 24 hour a day agency every day.

You work holidays, you work weekends, you work special birthdays, you know, so it's definitely not for everybody, but the right person comes in and they can set your feelings at that moment aside and just handle what's going on in front of you.

And our training plays a big, a big part in that.

- [Steve] Yeah.

- Making sure that we're obviously prepared to hit the floor and they're not gonna let us go if we're not.

So - [Steve] Yeah.

And I know Stacey, when, when we've talked about the fact that, you know, you're, you're always recruiting, always adding because because people come and go and people retire, do whatever, but the training weeds out quite a few people in the process.

People may get in and after and I don't know what's the length of the training.

Like, so if I applied today and said, oh yeah, you can be in class number, whatever.

- [Stacey] Right.

- What am I in for when I do that?

How many weeks am I in for?

Or months.

- Yeah.

So, so you're talking four to six months of training.

Okay.

And, and that does include classroom training and we do, you know, simulations of 9 1 1 calls.

You also do ride-alongs with our first responders.

So you can see what it's like on the other side.

You also sit with a trainer, a certified trainer on every call that you take until they feel like you're ready to take a call on your own.

So it is all in-house, but again it's four to six months for each position that you are qualified in.

So as they mentioned, they are both qualified to be a call taker and a dispatcher and that's two separate training programs that they go through to get those certificates.

- Yeah.

And, and what's your typical turnover in a year?

Because obviously some people find this to their liking, other people probably go, you know, this isn't for me.

I mean, what, what kind of reasons do they give you and say, you know what, I'm just, I thought this was a good idea.

I think I'm good at it, but I'm just not comfortable with it.

What, what kinda reasons do you get?

Yeah, - [Stacey] Well so some of the reasons are just what you said.

They thought that they could handle it and they can't.

I think the, the thing that stands out or the one, I guess reason that stands out to me is that they didn't realize that it is 24/7.

They see it on paper, we talk about it in the interview.

They say, yes, shift work will work for me until it's Christmas morning and you are working.

- [Steve] Right.

- [Stacey] So, or we do have some overtime and some of that overtime is not voluntary, so you may have to be forced to work some hours and that you weren't planning for.

And so that's an important part of what we do.

- [Steve] Kind of quality of life kind of balance sort of things.

- [Stacey] Absolutely.

Anything people work life.

- [Steve] Yeah.

Okay.

That yeah.

Because obviously it's a, as you said, it's a 24/7 service.

- [Stacey] Yes.

- [Steve] Which means there have to be people there on days when most of us don't have to be someplace.

- [Stacey] Sure.

- [Steve] And probably those times can be the most difficult because people are, the holidays tend to bring out the best and sometimes not the best in people.

And, and things happen.

People are out on the roads a lot more.

They're doing things that, you know, they're, you know, trying to put the Christmas tree lights up or take them down and they suddenly find out that they aren't as good on a ladder as they thought they were.

That kind of thing.

And suddenly what was a nice holiday becomes an emergency call to you guys and, and that sort of thing.

When you, when you guys first stepped into this, I mean obviously, you know, 20 some years ago, has it changed dramatically from the day?

I mean the types of calls or the way people when they call you, did they, did they sound different than they did 20 years ago?

- [Kristen] I started on afternoons.

- [Steve] Okay.

- [Kristen] So that's probably one of our busiest shifts.

Okay.

Then I went to night shift and I was there for probably 16 years.

So tho and now I'm on day shift.

So those, the night shift calls are definitely different than the day shift calls.

More people are intoxicated at night, fighting - [Steve] Yeah.

Of things come to a head of Yeah.

Yeah.

- [Kristen] Day shift is more like medical calls, people just waking up, my chest hurts, I don't feel good.

So it's definitely a different types of calls per shift I feel like.

- [Steve] Oh, okay.

- [Kristen] But yeah, night shift is probably the, The craziest.

- [Steve] The one where you hear the Yeah.

Yeah, yeah.

Yeah.

What about you Joe?

Anything that sticks out differently about what it was from day one to where you are right now?

- [Joseph] It, it was intimidating at first because it's a lot to, to do this.

Yeah, - [Steve] Sure.

- [Joseph] And there's a lot of trust put in, in you as a, an individual there, but I, I enjoy it because I know that I'm getting people help and, and at the end of the day, that's what, that's what it comes down to for us.

So it, it has gotten easier, but once you get through that training, we, I mean we have highly qualified people there.

- [Steve] Sure.

Oh yeah.

- [Joseph] So they're passing on the knowledge to, to another generation who can then pass on that knowledge.

So it's, it, it goes full circle.

- [Steve] Yeah.

Yeah.

And so we've got like about a minute.

So if someone would be interested, because obviously you're, you're always recruiting - [Stacey] Sure.

- [Steve] because you're adding staff and, and people are coming and going in, in a, briefly in a minute.

How do people find out and how do they apply when a class opens up?

Because you're doing these on a regular basis, but isn't like something you walk in and we train you today and - [Stacey] Right.

- [Steve] You, you have a group training.

It isn't like you individually train everybody as they walk in the door, so.

- [Stacey] Correct.

- [Steve] Yeah.

How would, how would that work today?

If, if a class opens up, what takes place then?

- Yeah, so we actually will be hiring within the next few months.

We're looking at starting a class maybe in April.

And so like you said, we tend to hire a group of people at one time and then we have again the classroom setting.

So if someone is interested, they should go to our website, which we just relaunched and it's L-C-9-1-1.org and there's a careers page that they can look and read the job description and see what the requirements are to see if that this job is for them.

- [Steve] Oh, great.

Great.

Yeah.

because that's, yeah.

And, and we ask that they not call the number to find out.

- [Stacey] Right.

Yes.

Good, good.

Thank you.

- [Steve] So good.

Yeah.

Well thank you guys so much for being here and thank you so much for what you do because - [Kristen] Absolutely.

- [Steve] Walking through there, I mean, it is impressive the way the system works and the people obviously make the system work.

And you guys are, I say it's good to know that you are there if I ever have to pick up the phone or anybody.

- [Kristen] Thank you.

- [Steve] Has to that you guys will be able to, to get the best possible outcome you can for every individual that calls.

So thank you so much for what you do.

- [Kristen] Thanks for having us.

Thanks.

Very, thank you.

- [Steve] Yep.

You can check us out at wbgu.org.

You can watch us every Thursday night at eight o'clock.

We appreciate you joining us tonight.

Good night and good luck.

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