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When faced with an emergency, we’re taught to recognize another group of essential unsung heroes: 9-1-1 dispatchers. Every day in over 6,000 public safety call centers in the U.S., 9-1-1 dispatchers are picking up the phone to help people in crisis, some facing their worst nightmares.

Operators are tasked with gathering information that forms the foundation of the response by law enforcement, fire departments and emergency medical services. Remaining patient and calm in what can be incredibly high-stress, high-pressure situations is no small feat…

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