As with most emergency services, 911 telecommunicators are often not thought of until they are needed. They are the voice that answers calls when people are having the worst moments of their lives.
This week is National Telecommunicators week to recognize those who go above and beyond to keep our community safe.
In Adair County, that responsibility falls on a small group of trained telecommunicators working around the clock. There are two telecommunicators per shift working 12 hours at a time. They average 30,000 calls a year.
“We are blessed with a dedicated group of dispatchers in Adair County,” said Director Derrick Murphy. “The community has shown us so much appreciation this week. We are truly grateful.”
The job requires a voice that remains calm and steady, asking questions to determine what type of help is needed and where. Telecommunicators must be able to multitask and do each task quickly and accurately.
No two days are ever alike inside the radio room. There are days when very few emergency calls come in and the situations are not life threatening. There are also days where every call is a matter of life or death.
Telecommunicators must assess the situation quickly, often from callers who are hysterical and difficult to get information from. The key element of information they need is where. Where is your emergency. If the caller cannot tell them anything else but a location, they can still send the help needed.
Everything that happens when a 911 call is answered is set into motion by the dispatcher. If it’s a medical emergency, tones to alert EMS are set off immediately. Dispatchers are trained to give pre-arrival instructions in certain medical situations to help save lives. Those critical moments between when the call is placed and when the ambulance arrives can make a difference. The dispatcher will stay on the phone and guide the caller through any aid that can be rendered.
If the police are needed, the dispatcher will give them the location and get them en route while talking to the caller to get as much information as possible. They want to get help to the caller while also asking pertinent questions to ensure the safety of the responders.
The local fire departments are all volunteer. No one is at the fire station waiting for a call. As soon as the dispatcher knows a fire or rescue response could be needed, they notify the volunteers to be en route to the station.
Most people never see the face that goes with the voice. The voice that helped when a child was injured or a house was on fire. The voice that remained calm and assured the caller that help was on the way. The voice that is there 24 hours a day, seven days a week to help callers and emergency personnel. The faceless voice on the other end of the line that says “911, where’s your emergency?”
This week is set aside to recognize those who have stepped up to this task. Telecommunicators may not see the crime scene or even know how a situation ends, but they show up every day ready to help.
Often the screams, the descriptions, the sounds they hear stay with them. Calls that are not resolved immediately remain in the back of their minds. They may question themselves if they could have done anything differently on a call.
It is not a job, it’s a calling. Like many other careers, it is not a job that many want to do. It is, however, a job that must be done. Someone must be there to say “911, where’s your emergency?”
By Amy Pike
amy@adairvoice.com
