On December 26, 2023, 9-1-1 Operator, Lesly Hernandez of the Metro Nashville Department of Emergency Communications answered a 9-1-1 call for an 88-year-old female who was suffering from chest pain and shortness of breath. As the call began it seemed to be your standard ambulance request. While processing the call, Lesly was notified by the caller that the patient had stopped breathing.
This type of information can make even the most seasoned 9-1-1 operator freeze in their tracks. Lesly was able to process the call for service and switch gears to providing CPR instructions to the caller. Lesly relied on her skill set to get the frantic caller to focus and process the information Lesly was disseminating to her. Lesly reassured the caller and was empathetic to their situation. The calming demeanor of Lesly’s voice was just one of the reasons she was able to provide the level of care she did on this difficult call for service.
For quick thinking on her feet and dedication to exceptional patient care, 911 Operator Lesly Hernandez is awarded the Teammates in Action Award for February 2024. Please join me in congratulating for her exceptional performance.
