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‘They were all scared’; Life inside the 911 call center during the COVID-19 pandemic (FL)
The lights inside the Manatee County 911 call center are kept dimmed to enhance a calming atmosphere. It’s calming and peaceful for emergency dispatchers who train to quickly dissect any given emergency on the other end of the line every time someone calls 911. To...
Pottawattamie County honors lifesaving 911 operators (IA)
COUNCIL BLUFFS, Iowa — In moments of crisis, they provided the calm reassurance and expertise that saved lives.The Pottawattamie County Sheriff's Department honored four 911 telecommunications operators Thursday for their work to save lives over the phone or, in one...
NIST links public safety radios, broadband network
National Institute of Standards and Technology (NIST) engineers are espousing the benefits of a low-cost computer system connecting older public safety radios with the latest wireless communications networks. “This NIST project aims to develop a prototype...
Chaos coordinators: A day in the life of a 9-1-1 operator (ND)
Working 12-hour shifts, communication specialists see a variety of calls, Public Safety Support Supervisor Liz Okerson said. “You have no idea what’s coming. Every day is a different day. There’s some routine to your tasks that happen here but this center took just over 70,000 calls last year between emergency and non-emergency, and there’s no way that every single one of those calls was ever the same — no two parking complaints are the same even,” Okerson said. “It’s so hard. I can bring somebody into training and they can go through 12 weeks without taking what we would term a ‘hot call.’ Or they could take one on their first day; it’s just the luck of the draw.” Okerson worked at Stark County as an assistant emergency manager and transferred over to the City of Dickinson Public Safety Center in May 2019. “I’ve always enjoyed emergency operations type things (and) safety operations. And I have quite a few years working in a call center many years ago when I was in college,” Okerson said. “It’s incredible watching these people do what they do, and it feels like a good mission.”
Communication Specialist Andreya Little started at the City of Dickinson Public Safety Center in December 2018, and also received a life saving award in March. “It feels good to know that you’re making a difference and helping people on what could be their worst days. I’ve done varying customer service jobs and I’ve worked with more community-based programs and stepping back from the community base to go to a more corporate line job. It really put in perspective that I just preferred helping people and being more involved in the community around me and making a difference here at home,” Little said. “So it kind of just felt like the natural progression for me to step into this position.” Sometimes that call could be a life or death situation, other times you never know what you might get, Okerson said. “I think that’s what I find most incredible about what they do. Watching them, you can see the adrenaline spike when they take a call. You can kind of hear it or (by just) watching their body language. But they handle things so quickly and so routinely. And then afterwards, they’re like, oh,” Okerson said, with a big sigh. “But watching them operate in their natural environment, unless you know them, 90% of the time you can’t tell that they’re doing anything other than answering a basic phone call.” As a 9-1-1 dispatcher, Okerson said she looks for people who have an act to multitask between phones, radios, computer skills and everything in between. Traits of calm, quick thinking and a person who has empathy is what Okerson strives to hire in an employee.
“There’s something about the people that work in this environment. There’s a quality about them that (shows) strength. But it’s wrapped in a lot of empathy,” Okerson said. “That’s what they have to have to be able to listen to somebody screaming in their ear (when) something terrible is happening, and still be able to dispatch all that call to whoever needs it to get them help and stay on the phone with those people until help is there.” The dispatch center at the City of Dickinson Public Safety Center deals with all three law agencies in Stark County, from the Stark County Sheriff’s Office, Dickinson Police Department and Belfield Police Department. It works with three ambulance services, seven fire departments, a dive and rescue team as well as a regional hazmat entity. Even if a call is not from the Dickinson jurisdiction, Okerson noted that there is still coordination between dispatch centers that are 90 miles apart. Remaining calm and collective is a part and parcel of the the job, Okerson said. “I think the hardest part about it is we can go for hours and not take any calls even… And then all of a sudden, you can have that instant where we have a however many acre fire on Highway 8…” Okerson said. “So, I mean it could be anything. It could be a fatality accident on the side of downtown or on the interstate.
“I think what’s incredible about what they do is that they can go from screaming mom, who’s missing their child, to answering a traffic stop to taking the next call. Somehow they just manage it.” There are some common misconceptions in the public regarding 9-1-1 operators as seen with motion pictures. Okerson noted that dispatch centers are not equipped with cameras that keep an eye on the city at all times. With a cell phone call, the information is pinged to a tower, but the more information the caller gives to the operator is crucial in allowing for first responders to get to the scene at a faster rate, she said. Operators are listening for verbal cues and background noises, but the more information a caller can provide will allow for quick assembly. “We’re only the information collectors; we collect the information and then we disseminate it. We have to know what’s going on in order to be able to send the right help,” she noted. Okerson added, “We’re the first of everything. You don’t get law enforcement, ambulance or fire without us. We dispatch for all of Stark County, so we could have somebody in Belfield and they’re needed in Richardton. In the time that it takes help to get from Belfield to Richardton, these people are staying on the phone the entire time to give pre-arrival instructions. They’re giving CPR instructions there, it’s instructing people on locking their doors and staying inside. So they really truly are the very first step in emergency… we’re the first first responder — the faceless first responder.”
IN FOCUS: Honoring Utah's 911 dispatchers
SALT LAKE CITY (ABC4 News) – According to the Utah Department of Workforce Services, the state had 630 emergency dispatchers in 2016. By 2026, that number is projected to grow to 770, which is an increase of 22.2%. The second week in April is National Public Safety Telecommunications Week, a time when we recognize Utah’s 911 dispatchers, who are the first to pick up the call for someone in need.
Here are some facts you probably didn’t know about emergency dispatchers
Emergency dispatchers often work long hours and holidays, deal with periodical shortages in staff, and are constantly speaking to callers on the worst day of their lives. But at the same time, these faceless heroes often provide strength, direction, and life-saving instructions for those on the other line. But their career comes with a lot of sacrifice and risks as well.
Summit County faces shortage of dispatchers, reports exceeding overtime budget by 400 percent
As the community pays tribute to these unsung heroes of public safety, it is crucial to understand the value each emergency dispatcher holds. In some cases, they are the connection between life and death. They are the messengers and information gatherers that set the foundation for a successful rescue mission.
To share their personal experiences on-the job, three local dispatchers joined ABC4’s Glen Mills for an IN FOCUS discussion. The first guest was Chelsea Gipson, Lead Dispatcher for the Summit County Sheriff’s Office. The second guest was Joseph Faiola, Communications Center Manager for the Utah Department of Public Safety. The third guest was Dawn Shumway, Lead Dispatcher for Davis County.
Behind The Badge: Davis County dispatcher lives to help others after surviving two major tragedies
In Part 1, the panel discussed what led them to becoming a 911 dispatcher, what kind of training or certification is required, and their favorite part about the job.
In Part 2, they talked about how they stay calm during stressful situations, how they deal with the mental and emotional toll of the job, and what resources exist for dispatchers.
Weight of the Call: The Dispatchers
In Part 3, they discussed what their favorite memories are on-the-job, Shumway’s “Zero Suicide” kits, the legislation re-introduced in Congress to classify dispatchers under the umbrella of public safety instead of the same category as receptionists, and what they want the public to know about their profession.
To watch the full IN FOCUS discussion with Gipson, Faiola, and Shumway, click on the video at the top of the article.
Catch IN FOCUS discussions with ABC4’s Rosie Nguyen weeknights on the CW30 News at 7 p.m.
Public Safety Telecommunicators Help Locate Child Taken in Home Invasion
During National Public Safety Telecommunicators Week, the National Center for Missing & Exploited Children (NCMEC) recognizes those who save lives in times of crisis and raises awareness of the hard work and dedication of public safety telecommunicators. The...
Catching up with a Strathcona County 911 dispatcher (Canada)
What is it like to be on the other side of 911 calls? Lori Rautio has been in the emergency communications field for over 22 years and is currently a supervisor at the Strathcona County 911 Public Safety Answering Point and Fire Dispatch Centre. Before she switched to...
Behind the scenes of 911 dispatch, an integral part of first response (Canada)
Fisher says staying calm during calls can be extremely tough and there are many situations that pull on the heartstrings. “Knowing that us being calm means getting the best help we can get them in the most efficient time possible, is something we’ve been trained to do...
Washington County Dispatcher Reed-Wulf Reflects on 20 Years on the Job (IA)
While dispatchers like those with the Washington County Communications Center prepare for various 911 calls, one 20-year veteran of the profession says there’s always one situation she finds most challenging despite her training. This is National Public Safety...
National Public Safety Telecommunications Week highlights the important role communicators hold in the community (VA)
HARRISONBURG, Va. (WHSV) — The week of April 11 through April 17 is National Public Safety Telecommunications Week, commending the work of all safety communications employees. 911 dispatchers at the Harrisonburg-Rockingham Emergency Communications Center (HRECC) and...
Gallatin County 911 Dispatcher Appreciation Week recognizes unsung heroes (MT)
BOZEMAN, Mont. – The "first of the first responders" to any emergency in Gallatin County and beyond can make the difference in saving a life. The Gallatin County Commissioners declared this week 911 Dispatcher Appreciation Week during the national Public Safety...
Pleasanton police welcome newest dispatcher (CA)
The Pleasanton Police Department recently held a swearing-in ceremony for the city's newest police dispatcher, Michelle Pineda. A hire from the Yolo County Emergency Communications Agency, where she dispatched for four police departments and 18 fire agencies, Pineda...
Commissioners declare National Telecommunicator Week (PA)
The Clearfield County Commissioners declared April 11-17 as National Telecommunicator Week at its meeting Tuesday. The Clearfield County 911 Center had 110,043 calls last year, which is an average of about 300 per day according to Clearfield County 911 Coordinator...
National Public Safety Telecommunicator Week (DE)
Date Posted: Wednesday, April 14th, 2021 Delaware- The Delaware State Police (DSP) is proud to recognize and honor its public safety communication personnel during National Public Safety Telecommunications Operators Week. The Delaware State Police Communications...
Honoring first responders during National Public Safety Telecommunications Week (LA)
“When we answer a call, we may answer one that’s been in a wreck and then the next call may be someone has been shot, or it may be somebody with a family member having a heart attack. It’s just one right after the other,” said Diane Walton, a Shreveport Police...
Celebrating National Telecommunications Week (MI)
It’s National Telecommunications Week, and that means it’s a time to give thanks and celebrate those behind the call. Dispatch centers are the very first line of help in an emergency, and every day they come to work ready to help their communities. The past year has...
Rosenworcel Wants to “Revitalize” CSRIC
An image from a recent online meeting of the seventh CSRIC. The acting chairwoman of the Federal Communications Commission plans to “refocus and revitalize” the group that advises the FCC on improving the security, reliability and interoperability of U.S....
Ionia County increases Central Dispatch 911 surcharge rate (MI)
IONIA — The Ionia County Central Dispatch 911 operating surcharge is increasing by 55 cents per device, per month starting in July. The Ionia County Board of Commissioners voted 6-1 at its meeting Tuesday, April 13, to increase the per device, per month surcharge from $2.30 to $2.85 beginning July 1 until June 30, 2022. District Four Commissioner Ally Cook was the lone no vote. In August, Ionia County voters renewed the Central Dispatch 911 surcharge allowing for an increase of up to $3. Roughly 73 percent of voters supported the proposal. The surcharge funds 911 emergency dispatch facilities, equipment and operations, said Ionia County Central Dispatch Director Jim Valentine. More:Ionia County voters pass 911 surcharge, senior millageIncreasing healthcare insurance costs have affected Central Dispatch’s operating budget, Valentine said. His called the increase to $2.85 a “conservative request.” Among the proposed upgrades is a radio project for Ionia County fire departments to move to the Michigan Public Safety Communications System (MPSCS). County fire departments are proposing 210 portable radios and 55 mobile radios, Valentine said. Two radio manufacturers have provided estimates for the cost, Valentine said. One is in the range of $1.16 million to $1.49 million. The other is between $500,595 and $698,835. MPSCS is also requiring the county to upgrade three towers — providing for six additional channels, Valentine said. Motorola provided a quote of $340,123 for the tower upgrades. “Right at this point, we’re not ready to immediately pursue the fire radio project,” Valentine said. Valentine noted the Federal Communications Commission has a June 25 deadline to issue the final rules of the Consolidated Appropriations Act, 2021. If the FCC approves the rules as presented, the radio project would be considered an unallowable expense. Valentine also stated there “is no surplus fund balance to allow for a down payment or make a first annual payment for a project of this financial magnitude.” Valentine recommended continuing planning with the fire service to identify the correct equipment. He stated the project could begin in late 2021 or early 2022, or until the new surcharge rate is collected for a full year. The Ionia County 911 Advisory Board voted against recommending to the county board to increase the surcharge amount to $3. The motion failed 2-6 at the April 7 meeting. The advisory board voted unanimously to recommend the $2.85 rate to the county.Valentine said the deadline to send the proper documentation to the State 911 office is May 15. District Seven Commissioner Georgia Sharp, who represents Portland, read a statement on behalf of Portland Area Fire Authority Chief Tim Krizov, who was not able to attend Tuesday’s meeting. “We have laid out a reasonable plan to fund the radio upgrade and also provide a substantial increase in Dispatch’s budget utilizing the $3 surcharge,” Krizov wrote. “I as chief have to look out for my firefighters — giving them proper tools to safely do their jobs, understanding that we always cannot provide the top-of-the-line equipment. In this case regarding radios, a top priority in the fire service of a good high-quality radio is essential.” Belding Fire Chief Tim Lubitz said departments want radios that will provide the level of protection firefighters require. “We do work in multiple different environments at any given time,” Lubitz said. “(Firefighters) don’t always have the luxury to run back and grab a radio that works, depending on where they’re at and what truck they’re on… We prefer to carry all those things with us all the time.” Lubitz noted the importance of getting county fire departments on the state system. He advocated for increasing the surcharge to the maximum of $3.“We will try to live with whatever comes out,” Lubitz said. “We don’t have much of a choice. We’re not on the system now. Our intercommunication between departments is almost nonexistent. I cannot talk to a police officer with this radio at all — any police officer.” District Two Commissioner and Vice Chair Larry Tiejema was one of the six no votes on the 911 Advisory Board to push the surcharge rate to $3. He said he wants to wait until the FCC decision and future projections.“I just don’t like to pile up money for future projects and charge people that money if we don’t have a clear plan,” Tiejema said. “That’s why I voted against it.” — Contact reporter Evan Sasiela at esasiela@sentinel-standard.com. Follow him on Twitter @SalsaEvan.
911 dispatcher’s actions believed to have saved woman’s life (ID)
911 dispatcher’s actions believed to have saved woman’s lifeApril 15, 2021BLACKFOOT — Bingham County Sheriff Craig Rowland says a dispatcher’s efforts Tuesday helped save the life of a local woman. Bingham County Dispatcher Layton Powell received a 911 call from the husband of a woman finding it difficult to breathe, Rowland wrote in a letter of commendation released Wednesday. During the 911 call, Powell discovered […]
The post 911 dispatcher’s actions believed to have saved woman’s life appeared first on East Idaho News .911 dispatcher Layton Powell’s actions played a role in the saving of a woman’s life on Tuesday. | Courtesy Bingham County Sheriff’s Office
BLACKFOOT — Bingham County Sheriff Craig Rowland says a dispatcher’s efforts Tuesday helped save the life of a local woman.
Bingham County Dispatcher Layton Powell received a 911 call from the husband of a woman finding it difficult to breathe, Rowland wrote in a letter of commendation released Wednesday. During the 911 call, Powell discovered the woman was unconscious and showing signs of agonal breathing, a reflex that sounds like someone gasping for air. The condition is often an indication of a more serious medical condition.
“At that time, Powell began instructing the caller in performing CPR,” Rowland wrote. “Powell was calm, professional, courteous, compassionate and encouraging.”
Shelley Quick Response Unit Chief Barney arrived and said the woman was awake and talking to him. Barney said the woman had been in full cardiac arrest, an ailment that causes the sudden and unexpected loss of heart function. Barney said if Powell had not instructed the woman’s husband on performing CPR, she would not have lived.
We are proud at the Bingham County Sheriff’s Office to have Powell as a part of our 911 team,” Rowland wrote. “Some people spend their whole lives wondering if they make a difference. When you work in 911, you don’t have to wonder.”
Rowland thanked Powell for her hard work and dedication to the Sheriff’s office and the community.
“You make a difference,” Rowland said to Powell.
The post 911 dispatcher’s actions believed to have saved woman’s life appeared first on East Idaho News .
National telecommunicators week celebrates emergency dispatchers (ID)
IDAHO FALLS, Idaho (KIFI) - Emergency dispatchers are the people you talk to when help is needed most. And they're getting the recognition they deserve, thanks to national telecommunications week. DeLisa Orren is a regional communications supervisor with the Idaho...
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PSBTA Releases Survey on First Responder Support for FirstNet Reauthorization
New Survey: First Responders Overwhelmingly Support Reauthorization of FirstNet
A new bipartisan national survey commissioned by the Public Safety Broadband Technology Association finds near- unanimous support among first responders for reauthorizing the First Responder Network Authority (FirstNet Authority)– the agency overseeing America’s dedicated public safety broadband network.
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Congress should reauthorize the FirstNet Authority now.
Support the reauthorization of the FirstNet Authority to preserve public safety’s network
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Podcast
FirstNet and the 4.9 GHz Spectrum
This episode dives into the critical evolution of public safety communications, focusing on the recent FCC decision to establish a nationwide Band Manager framework for the 4.9 GHz spectrum, and discuss the evolution and deployment of the FirstNet System. Host Chris Tubbs interviews Chief Jeff Johnson, a leader in public safety technology and the development of FirstNet. Together, they explore the history, governance, and transformative potential of FirstNet and the 4.9 GHz spectrum in enhancing public safety operations with emerging technologies like AI, 5G, and augmented reality. The discussion emphasizes the importance of protecting and optimizing public safety spectrum, the lessons learned from past advocacy efforts, and a call to action for public safety leaders to remain engaged in ensuring the spectrum’s effective use and governance.
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Accessing Federal Resources When an Emergency or Major Disaster Strikes
In light of the major disasters that our nation has recently experienced, PS Grants is offering this FREE webinar to review Disaster Assistance Programs and how to access them. Learn what federal funds and resources are available through Disaster Assistance, understand the process of requesting assistance, know what to expect before, during, and after, and find out who to contact for help.
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