technical specialist

technical support

technical project manager

call taker

technical support specialist

Intrado

What is the best part of working at the company?
I loved my job location in downtown Louisville.  The parking garage had immediate access to the building.  I enjoyed my position and the responsibilities I was entrusted with.  I had free access to high management and was enabled to complete my task management and duties.

And then there is the bad.  Intrado changed our PTO so the could split it into vacation time and sick time.  They used some calculation to determine the percentage for each.  At the end of that first year, we were only able to retain a certain amount of hours for each.  New management made it more difficult to take vacation time, so a lot of long time employees lost previously earned PTO.

Upper management decided that all salespeople should be able to market all products.  Instead of cross training these employees, they switched the two main sales forces.  Those that had been selling product X found themselves, overnight, to be account managers and "sales experts " on product Y and vice-versa. 

Long standing, loyal customers were leaving in droves because no one could help them.

Management stated that they were going to pay the true revenue drivers more and that non-sales people would not be receiving raises, or would receive less than 3 percent. 

Intrado started losing high caliber employees and many of the support people who had strong relationships with customers were gone.  Customers began following these employees out the door.

Next, Intrado began layoffs, of support people, of course.  It was not uncommon to hear of daily layoffs, in whispers, because employees were not supposed to discuss the fa t that they had been laid off.

And, finally, Intrado began laying off account managers who couldn't manage the customers who had products they weren't trained in.

Intrado lost their highest position in Gartner's Magic Quadrant, a position they had held for years, and fell out of the Magic Quadrant soon after.

It turns out that it is very difficult to love your actual job and hate the company you work for.  

Life at Intrado had become very much like working for the little boy who kicked down his sand castle because he delighted in seeing pieces fly all over the place.  The only good thing to happen to people in Louisville after the sale to Intrado was the kitchen renovation.

What is the most stressful part about working at the company?
Not knowing if you would have the ability to assist your customers.  Many times, other support employees that you counted on would be laid off as you worked on a project together.

What is the work environment and culture like at the company?
Everyone from upper middle management down to the newest employee was uptight.  No one knew if they would still be working when they came in each day.

A group of supportive co-workers went from enjoying going in to work to just being worried, or griping about what was going on with Intrado.

What is a typical day like for you at the company?
Sit down,  work, stay late.  Most of us were still working when we went home.

At Intrado management does not know how to do your job. I was a data noc and say your coworker called in leaving just you to watch all the boards, answer the phones, troubleshoot 911 outages; if no one is willing to come in your manager will only assist by calling you every time you don't have time for them to ask why you weren't able to get to an alarm in 2 minutes. 
      If your a single parent, good luck, you work 4 10s and your manager can't cover you if your going to be late. If you run off the road the manager will ask "okay how are you getting here"? 

Also watch out, a hedge fund owns Intrado now and most likely will be actively trying to outsource 911 to one of the call centers where no one understands 95 percent of the people but hey ANYTHING to maximize those stock prices right, just farm out 911......... Because understanding and being understood isn't necessary when dealing with 911 anything. 
     Your coworkers are going to make dealing with management and all the poo at Intrado fade away. They are helpful and responsive. There are so many incentives and perks that also make the job worth it that I do recommend any and all offered a position to accept. 

I worked with some great (direct) management over the years, most of which are no longer with the company due to moving on/retirement/being laid off, who did their best to try to maintain morale with what they could. When I first started, it was a wonderful place to work, focused on education, growth, innovation, and I felt valued, even from the very beginning. You could see that making your employees feel seen and valued resulted in great work. As time went on though, priorities changed. Money became the bigger focus. Our raises were often eaten up by healthcare rate increases. PTO was changed, but remained generous. It started to feel that once you got beyond your Supervisor and Manager, they cared less and less about their employees as a whole. They limited learning opportunities to 2 hours a month, limited growth- when it came to employee concerns about cost of living, benefits and return to office they found a way to dance around the issue and often times, would make insulting comments regarding these subjects. Unfortunately, I went into countless meetings apprehensive but optimistic, and left feeling dejected and unvalued. 

Intrado is a great place to work, they have worked hard to make sure their employees feel included and like they are doing a great service for the country. However, we are not paid this way. I make less than what a fast food or retail employee makes. We are constantly being told for years that change is coming despite it never happening in any significant way. We used to be told that they were preforming a market study that wasn’t ready yet. Recently we have been told that it was actually the company that previously owned us that was preventing pay raises in favor of higher profits. Despite the promises and the excuses from Intrado it just feels like more of the same. Intrado is “work worth doing” but at the end of the day if I can’t afford to pay rent, my bills, and put food on my table then it is going to have to be someone else that does it.

What is the best part of working at the company?
It was the worst company I ever worked for and the worst career decision I ever made.

What is the most stressful part about working at the company?
Doing your job and being blamed for something you did not do.

What is the work environment and culture like at the company?
I was treated with disrespect and the blame game runs deep. Senior management will throw you under the  bus without merit.  I was blamed for something i was not evolved with I handed it to the senior guy then when I tried to talk to the senior tech to clearly name I was told I was not allowed to discuss with senior tech. I was also an asmatic and everbone was allowed to work from home except me and I was high risk.

What is a typical day like for you at the company?
The support from the team members was the best.

I loved what I did here, I greatly enjoyed my coworkers, clients, and immediate leadership, but the company as a whole has terrible upper level management. They neglected our business unit, and then decided that a skeletal crew was too large and let some go, this after a few years of not back filling positions that were left vacant from others moving on to bigger and better positions, typically outside the company. The upper management attempts to listen to the employers, they made some decent changes, but they missed the mark and thought they were great and glorious. Hardly gave any raises, and when asked for a raise they would finally tell you a month later that it was denied because their was no funds available in the budget.

In the technical operations groups as well as the technical product support it was clear that we had to work together or people may die.  This is since most of the nation's 9-1-1 services go through Intrado's hosted network elements.  Everything from provisioning to setting up the cell site records all had to be right the first time or else we might hear about it in the news. "9-1-1 caller died after call routed to the wrong dispatch center."  Management has changed recently with the departure of the CEO and CTO founders who were both policemen before getting into hosting 9-1-1.  That background stuck in Intrado where nepotism and gossip were allowed if not encouraged to run ramped.

Working with all Wireless providers to implement the technology to become 911 compatible with Dispatch centers.
How the wireless and 911 dispatching community works. 
Gained wonderful relationship that are life long and honored to have been a part of a great organization.
Hardest part was not being able to implement the 911 services soon enough to reduce all the fatalities that took place do to technology not being able to pass wireless 911 calls to the proper dispatch centers.
Love the opportunity to save lives which has made a difference in today's technology of wireless 911 calls.

The worst company anyone could ever work for. They are wholly owned by Apllo Holdings. They are grinding every dollar out of the company. Intrado lays off workers every quarter, and is currently replacing those employees with cheaper alternatives in Mexico and the Philippines. Every department is run with an absolute minimum of employees, i.e. two per team. They have to rotate on call work on a weekly basis. Healthcare benefits are terrible. Support from management is weak at best.

Intrado Inc is now West Safety Services. I felt my 10+ years there as an IT Technician was very useful and productive. Every day I went home realizing my impact within the 9-1-1 industry meant something positive. I woke up every morning looking forward to going to work to help maintain and implement better technology within our 9-1-1 systems.

Top Job Titles	Average Salary
Technical specialist 4 salaries reported	$17.50 per hour
Technical support 10 salaries reported	$22.95 per hour
Technical project manager 2 salaries reported	$20.00 per hour
Call taker 12 salaries reported	$25.24 per hour
Technical support specialist 1 salary reported	$15.51 per hour

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