Occurring this week, April 12-18, National Public Safety Telecommunicators Week is dedicated to show and appreciate dispatchers in the public safety community across the country. Established in 1981, the week is set aside to shine a light on these public servants who dedicate their lives in their area’s times of need and during emergency situations. When a call is taken, these individuals not only gather crucial details from a caller, but also paint a detailed picture of the situation to police officers, firefighters, and EMS responders all without seeing the scene.
“I would best describe the job of a Dyersburg Emergency Operator as one with many challenges – both at work and personally,” stated Dyersburg Emergency Operations Director Gloria Spence. “The types of calls, callers, hours worked, balancing home life, supporting responders and each others, keeping calm through the most traumatic calls, etc.”
In addition to Spence, current Dyersburg 911 staff also includes Senior Team Leader and Public Education Director Sherry Butler (24 years of experience), Team Leader Ragan Box (4 years), Communications Team Leader Samantha Elmore (2 years), Communications Training Officer Julie Jadwin (7 years), Communications Training Officer Jessica Fitzhugh (6 years), 911 Operator Nicole Rodriquez (5 years), Alternate Terminal Agency Coordinator Brandi Young (3 years), 911 Operator Mia Hartzog (2 years), 911 Operator Sydney Hamlin (1 year), Terminal Agency Coordinator Melissa Nale (1 year), 911 Operator Tyler Boswell (first year), and 911 Operator Destiny Tidwell (first year).
According to Spence, Dyersburg 911 operations include having a minimum of 2 operators on duty at all times. Normal staffing consists of 3 team members from 8 a.m. – midnight. Team members increase to 3 or 4 individuals during special operations.
Additionally, Spence noted in 2019, the Dyersburg EOC processed 99,311 calls. Spence briefly detailed a summary of what occurs when a call is received at the Dyersburg EOC.
“We ask the caller where is their emergency, just in case the call is interrupted. That way, we know where to send responders,” she explained. “We ask specific questions to determine what type of response is needed. Then, we ask the caller to stay on the line and assure them that the questions we are about to ask will not slow anything down. We ask specific questions, according to each situation, and we reassure the call that help will be there as soon as possible.”
Individuals who become 911 dispatchers for the City of Dyersburg must complete a required training program, prior to becoming a solo dispatcher.
“Dyersburg 911 Emergency Operations Center’s Communic-ations Training Program consists of 600 hours of on-the-job training that is broken into 5 modules and 40 hours of quasi-solo,” said Spence. “In addition to the OJT training, there’s 157 hours of required certification courses, some state and federal requirements, and an 8-hour ride-along program, which is done in 2-hour increments. Plus, every year there are several hours of continuing education and recertifications.”
Though the operators at the Dyersburg EOC perform at a high level, the job and all it can entail can become very stressful. However, there are calls received that have positive results. The dispatchers at Dyersburg 911 encounter various scenarios with every call.
“When the line rings, the caller can be a child, your neighbor, your child or spouse. It can be something that has already occurred, is ongoing, or something severe,” stated Spence. “You have the joyful calls where the caller gets what they need, missing persons found and reunited with their family. It’s a feeling you can’t describe. The good outcomes are what keep operators going. We get calls of people helping other people until responders arrive. We share good calls with each other. There’s a balance between the difficult calls and the good that comes out of it.”
The job of a dispatcher can be described as a roller-coaster ride. Helping keep morale high in stressful situations, Spence said, “One of the ways we keep morale high is by keeping frustration low. Working with the best technology helps us deliver faster service. Getting top-notch training helps as well, so we know we are doing all we can for our citizens who deserve the best. We also have annual recognition during National Public Safety Telecommunicators Week. Finally, we keep morale high by treating each other with respect and understanding. We encourage talking to each other about the different calls and the good and bad outcomes. Knowing you are talking with someone who has experienced similar calls helps.”
As mentioned by Spence, operators are recognized for their accomplishments during an annual awards ceremony. However, due to the recent COVID-19 pandemic, the ceremony will be held at a later date.
A job that is usually thankless and complicated, dispatchers go to work each day serving their communities. The individuals behind the headset are a rare breed and are the true first responders.
