Christian Peterson
Reporter@riverbendnews.org
Everyone knows in case of an emergency, one should dial 911. This short, three-digit phone number is how those in need get in contact with first responders. However, an often ignored factor of this equation is the very first responder on the phone – the person who answers the call and stays on the line until help has arrived. While they may not be rushing to your side with lights and sirens, the person on the phone is there to help in every way they possibly can.
Dispatchers work in call centers, usually operated by the municipality or county they reside in. They are required to quickly assess any and all calls they receive to determine the degree of emergency the caller has. Usually, they do this by asking the caller a few standard questions. They then send the respective service for their respective emergency. However, dispatchers do not only deal with emergencies, as sometimes they answer questions and file reports. Most of the time, though, a dispatcher will stay on the line until help has arrived.
This presents a host of new tasks for the dispatcher, as they must talk the caller through whatever they are experiencing. Sometimes, that means keeping the caller calm in what could be a stressful situation. Other times, it means giving medical direction to the caller so they can assist whoever is injured. Due to this, dispatchers go through a serious amount of training to prepare them for a plethora of different situations.
On top of all this, it is important that the dispatcher works well under pressure and has good analytical problem solving skills. The dispatchers have to be good at all the above-mentioned things, but their tasks don’t stop there. They must also be proficient with computers and radio equipment, especially while they are still on the phone with the caller. To add even more to their plate, they can be required to work weekends and holidays, as well as inconsistent shifts due to the call center being open 24 hours a day, seven days a week, 365 days a year. Most of the time, the dispatchers work eight hour shifts, but they can sometimes work as long as 12-hour long shifts. All in all, there is a tremendous amount of stress and work put on the dispatchers, yet they remain the most integral the first responders. Without dispatchers, most emergency responses would never happen.
One thing to keep in mind when speaking to a dispatcher is to not hang up on them. Ninety-five percent of the time, a call can be traced by GPS (global positioning system) to where the call was made. One could blame modern television for causing people to believe all that is needed is a quick “Get here” before hanging up on the officer. However, to properly help without causing danger for others or wasting any time, staying on the phone and explaining the situation, no matter the level of stress, is key.
There is an effect working in the call center can have, causing stress and sadness in the dispatchers who have had to hear hard things through the phone. The trauma received during these phone calls is very real. Dispatchers are the first to hear of an emergency and are the first to figure out what needs to happen. They are truly the initial first responders on the team and they deserve an enormous thank you.
Suwannee County
Cheryl Gross-Tillman
Angela Garcia
Taylor McCathern
Brooke Harrison
Lisa Fleming
Katie Bledsoe
Aniyah Baker
Annaleah Howard
Ashley Pauch
Shelby Blackmon
Melody Diaz
Courtney Moody
Lafayette County
Ashlee Albritton
Nancy Mercer
Casey Miller
Austin Petty
Skyler Lawson
Trenton Turner
Laura McCray
Allyson Morris
Chase Wallace
Hamilton County
Jason Harris
Tiffany McDonald
Evelin Meeks
Justin McDaniel
Ronald Scaff
Tabitha Wheeler
Charlie Stephens
Jake Stephens
Marisol Jaurequi
Katie Bledsoe
Mistie Peacock
Aija Herrera
Stephanie Lee