A 911 dispatcher recalls a heartfelt phone call from a homeless woman that “changed her life forever.” The woman begins by sharing her background and the events that led to the life-changing encounter. “My name is Priscilla and I am a 911 dispatcher in Santa Clara...

The minimum qualifications and the amount of training required to develop a successful emergency dispatcher is extensive. Pair this with the competency level required in handling a 9-1-1 call. The people behind the scenes doing this job are professionals in their...

For most of us, the last thing we’d expect to hear when dialing 911 is a familiar voice. But that’s exactly what happened during an emergency in Nebraska last week. It’s given some childhood friends another incredible memory. “I’ve never heard of anything like that...

LOWELL — After a 32-year career fielding countless emergency calls ranging from complaints of loud music to women in labor, the city’s lead dispatcher Denise Pelletier signed off for the final time on May 15 and delved into the retired life. Pelletier could probably...

HUNTINGDON (May 18) — Carroll County Emergency Communications District Board of Directors (911 Board) were notified by Kristy Meggs, director, the district purchased the 28 acres of land adjacent to the headquarters on Dillahunty Lane. The price was $36,500 for the...

By Sarah Krueger, WRAL Durham reporter Durham, N.C. — Records obtained by WRAL Investigates show staffing shortages at Durham's 911 center have delayed emergency response times by as much as 13 minutes this year. Firefighters routinely report issues with 911...

Communications board digs into Christmas bombing outageIn the wake of the Nashville Christmas bombing that disrupted regional telecom service, the Tennessee Emergency Communications Board (TECB) has been working with AT&T to ensure a more resilient 911 network....

Newly released audio recordings detail the conversation between a Tulsa County dispatcher and a man armed with a gun, who barricaded himself inside his home with two other people last week in Berryhill.The dispatcher convinced the man to put down his gun and surrender to Tulsa County Deputies. The 911 call shows that the dispatcher who handled the call was able to stay calm and build rapport with the suspect, Roger Gray, which made all the difference in keeping everyone safe.Suspect: “Tell them to come in here.”Dispatcher: “They are not going to come into the house. Because we don’t know what situation we are walking into.”—-Dispatcher: “They don’t have any reason to use their guns do they?”Suspect: “No I don’t want to kill anybody. I don’t want to harm anybody.”—–Dispatcher: “So you’re putting down any weapons right?”Suspect: “I’m putting my weapon down.”—-Dispatcher: “So you don’t have any on you?”Suspect: “The only thing I’ve got saving my life, is you.”The Tulsa County dispatcher stayed on the phone with an armed suspect for nearly a half-hour, trying to convince him to put down his gun and surrender to deputies.”Patience and not necessarily empathy, but the understanding of what the caller is going through, that’s the extra [element] in this part that really made a difference,” said Todd Sanders, a Tulsa County Dispatch Supervisor.The dispatcher didn’t want to be named, but her boss says this was textbook work.Todd Sanders says the dispatcher did exactly what she was trained to do.”If you’ll go outside and leave any weapons inside. And go outside with your hands up and just talk to them, tell them you’re okay,” said the dispatcher during the conversation.”If the individual felt like he didn’t trust the dispatcher or felt like the information the dispatcher was giving him wasn’t to his benefit, then the outcome could have been much different for everyone involved,” said Sanders.Sanders says dispatchers are often unsung heroes because they have to remain calm even in some of the most intense situations, to keep everyone safe.”I do think she was very empathetic with him and wanted him to be okay,” said Sanders.Roger Gray is in the Tulsa County Jail for threatening a violent act and having a gun while intoxicated.

SPRINGFIELD — Tucked away beside the Effingham Health System complex is a small but vital piece of Effingham County’s first responder network — Lifestar. Besides being able to get to an accident scene and then to a hospital quickly, Lifestar provide what amounts to an emergency room in a helicopter. Flight Paramedic Jeff Kuehn said it’s like bringing the emergency room to the patients.When a call comes in through Lifestar dispatch, a team of three — a pilot, flight nurse and a flight paramedic — boards a helicopter and flies to the emergency site. Once there, they work alongside other first responders, whether law enforcement, firefighters or EMS.
Kuehn said it’s not uncommon to work 24 hours on and 48 hours off. Kuehn said, “A standard ground EMS unit is capable of advanced life support or ALS. When a patient presents with injuries above ALS capabilities, helicopters are utilized because they provide advanced trauma and critical care services that the standard ground unit does not have.”The local team is activated by a call from Lifestar’s dispatch center based on Omaha, Nebraska. Once local ambulance, fire, police and Lifestar are called to respond to an emergency situation, the Omaha dispatcher puts the call in to the Effingham County Lifestar office, which takes about 2-3 seconds.
Kuehn recalled some of his toughest calls.“The toughest calls for me are calls in which you know the outcome is not going to be good but the family on scene doesn’t understand,” he said. “Pediatrics are always tough because they’re children and they can’t communicate with us and tell us what’s wrong.”He added that it’s hard to handle a really emotional situation when you need to be objective and do what needs to be done.A particularly hard case to work this past year came on a day filled with tragedies. They had two severe motor vehicle accidents and both patients in two separate counties had severe, life-threatening injuries and ultimately passed.
Kuehn said it was an especially bad day because both patients succumbed to their injuries in spite of the team doing everything it could to bring about a positive outcome.Lifestar began about 35 years ago as part of Memorial Health System in Savannah. Today, the vital lifeline is based in Effingham County on the Effingham Healthcare campus. About 11 or 12 years ago, the service moved its base to Effingham County. The number of Lifestar calls per month typically ranges from 35-45. Kuehn said the highest number it has flown is in the middle to high fifties.
The Effingham County base always has a pilot, medic and nurse on duty. The team of 13 full-time members work 24 hour shifts, which effectively has them working the equivalent of 2 weeks in one. Pilots work 12 hour shifts.Kuehn said their helicopter is one of the fastest, with the most lift capability in the immediate area. Lifestar handles Effingham County, Jasper County, Beaufort County, Chatham County, Bryan County and Liberty County. He also emphasized that Lifestar doesn’t offer memberships as some similar companies do. He said the common cost for its services is $236.Kuehn sang the praises of Effingham Health System, a vital Lifestar partner.He said, “We have a fantastic relationship with them. They’re fantastic providers and we work very well with them.”

FALLS CITY – Richardson County commissioners may have found their answer to 911 dispatching dilemmas with the Southeast Communications 911 Center. Commissioners expressed interest Tuesday in joining the 911 dispatching center in Beatrice to improve service and spread...

Crestwood will lay off three employees in the turnover Sunset Hills will start providing police dispatching services for neighboring Crestwood this July, after aldermen in both sister cities approved a contract this month that holds neither liable if things go wrong....

Just in 2018, one year after the radio system was purchased, problems began to plague officials. In one instance, a KPD officer who had his firearm drawn was unable to reach dispatch. In another incident that same year, firefighters from the Kokomo Fire Department...

FARMINGTON, Utah — More than 100 inaudible phone calls were made to Davis County’s 9-1-1 Communication Center this weekend — calls that were traced directly back to cell phones at nearby Lagoon Amusement Park.“We know the sound of the white roller-coaster very well,”...