Alicia Taylor has excelled in emergency communications since her arrival in 2016 and like many young professionals in the field, she came with no prior public safety experience. She is 29 years old and has been a full time telecommunicator at Woods County E911 in Oklahoma for six years. Now, she also works for two EMS agencies as an EMT. “I had no idea what I was getting into,” Taylor stated. “I can say it inadvertently jumped off my career in EMS when I craved to be more help in my community. I saw the shortage for EMTs and thought I could do that.”
Prior to working in emergency communications, Taylor felt burned out waiting tables and bar tending. She quit with no plans or direction on what she wanted to do in life. She saw a job positing for the telecommunicator position and applied not knowing what it entailed. She was hired on the spot after her interview.
When asked why she was interested in the role, Taylor said, “well I did it because I didn’t have a job and there are not many options in Northwest, OK, but I would like to think people apply [because they] want to help others. I can honestly say that’s why I stayed. What keeps me here is leaving work every day feeling like I made a difference, mostly in small ways.” She also jokes that she stayed because “I am trauma-bonded with my people.”
Taylor’s coworkers say that she is quick on her toes in dispatching and efficient in using her critical thinking to work difficult calls. She applies her experience in dealing with the public from her previous jobs in the ECC. “I love being the calm in the storm,” Taylor said. “I also love being able to deal with people talking to you like they are crazy and being able to deescalate a situation. You even have to do that with your officers, I’ve learned over the years.”
Woods County E911 is the primary ECC for its county, dispatching law enforcement, fire and EMS. The agency also dispatches fire and EMS for a neighboring county. There are two telecommunicators staffed the majority of the time, working 12-hour shifts. The work load can be heavy taking 9-1-1 calls, answering administrative lines and dispatching for both counties. Taylor’s coworkers say that she is always eager to help out when needed, willing to cover shifts and work holidays. She resides in town and always has a listening ear in case her coworkers on duty become overwhelmed with incidents. She has always jumped in to help when needed.
Taylor was asked where she sees herself in five years and she said, “I just have the goal of being happy. Prioritizing the people I love, continuing my education and doing everything in my power to give my best to whoever I am talking with or responding to.” She recently took a class on tactical dispatching and hopes to one day deploy to major events.
Taylor sees a need for public education to promote 9-1-1 as a career for young people. “I’ve talked at our local college and it was amazing to me that these young adults had zero idea what we do and what happens at a 9-1-1 center,” she said. “But before I started, I didn’t either.”
Taylor thinks that young professionals joining the industry could maybe bring new ideas. “We don’t have to continue doing the same things because that’s what has always been done. I welcome change if it will make us more proficient at our jobs.” She also finds that younger employees can be tech-savvy. “I’m turning 30 and our younger [telecommunicator] is always helping me with the printer. Sometimes I feel so dumb with that mess,” she said.
“I think the older generation is a lot more resilient,” Taylor stated. “They have had some real tough experiences with limited technology and made it work. They may be older, but they are wise. I think a lot of times, younger ones can be too proud and think they are smarter. With age you realize you were pretty immature.”
When helping a new public safety telecommunicator in their career, Taylor says “being patient and listening to them” is important. “You can just be a sounding board for them. This isn’t a fraternity and we don’t need to haze anyone, or make their job even harder than it is. We have to support each other.”
Her advice for a new telecommunicator is to “be patient with yourself and others. Don’t take criticism to heart. Learn from your mistakes. You are not a door mat. And most of all, never be too proud to say you need help. We all do at some point.” And for all 9-1-1 professionals: “Therapy, y’all. Talk to people about what’s going on with you and the things you’ve heard. Regardless of what anyone says, we are the first, first responders. It’s a toll on the body, mind and soul. You are important and this is a hard job. We are needed.”
