I thought I'd write a little about that..Since most people don't really understand what I really do. Trust me answering phones and telling cops where to go is just a small peice of the big picture.And I'm sure your thinking "If you have so much to do why are you on the internet blogging??" That's because every once in awhile we get a nice little break when nothing at all happens. Not very often but it does happen.
Dispatchers are few in numbers within each department. They are people who are selected to perform a difficult process to do an impossible job. They usually are the lowest paid in the sheriffs offices/police departments. The rewards they get are few and far between except for the satisfaction they feel at the end of a shift being able to send each and every deputy home safely. Because that is my personal goal,to make sure each deputy that I am responsible for goes home to their family.
They care about people and they enjoy being the lifeline of society. That steady voice in a storm. The one who knows how to handle every emergency situation and does it with un-compromised competence. Dispatchers have no guaranteed holidays with their families; they are doomed to hours of constant stress. They work 8, 10, and 12-hour shifts, sometimes with another dispatcher but most of the time alone without leaving the room or getting a break. They must be close to the phone just in case. They must be within ear-shot of the radio. It takes a special person with unique skills to be a 911 dispatcher. They are the unsung heroes of every department. Many drop out during training or are let go because they can't perform the tasks necessary and perform them well. It takes a unique and talented person who can do this job and do it well.
Dispatchers spend hour after hour in dark rooms listening to voices of people, answering phones and staring at computer screens. Dispatchers decipher through the details of anxious conversations of terrified victims, angry informants, suicidal citizens, over reacting complainants and grouchy officers. They are the calming influence of all of them. They must be the calm competent voices in the night that provide sanity and safety to all. They must be alert and ready for each and every call day and night. They are expected to gather information from highly agitated people who can't remember where they live, what their name is, or what they just saw. They must provide all that information to the officers without error the first time and every time after. Dispatchers are expected to multi task at least 5-6 things at once and do each of them well. Such as, but not limited to answer the phone, usually multiple calls at once (911 and admin lines) with a different situation on each, listen for officers on the radio and in background, keep an eye on camera's, gather information from all available sources, note information in call sheets, run requested information through VCIN/NCIC, and Check each name for pending warrants, relay information to other agencies and enter wanted people into NCIC/VCIN.
From the animal complaint to the shots fired each call brings a different situation that a dispatcher must be prepared for with the ring of the phone. If one little tid-bit of information is missed it can be catastrophic. Dispatchers must have compassion, wisdom, interviewing skills, gentleness, patience, a calming voice, a great sense of humor, investigative skills, faith, energy, and endurance. They depend on their knowledge, patience and common sense to guide them through the shift. They are usually taken for granted by the public and their coworkers, cursed by upset callers, and left with no closure to each call. It's like watching a movie more than half way through only to miss the ending.
They go through an emotional roller coaster with each situation. From the hilarious intoxicated caller who is so absurd it's funny, to the burglary or fight in progress, to the angry neighbor about a barking dog, or the prowler in the night. They field calls from upset victims who believe the laws should be rewritten to accommodate their situation, the calls from disrespectful people who do not believe they should have to tell them why they need help. They have to quickly pull information out of callers who are hysterical and hard to understand, while trying to keep them from hanging up the phone before getting all the information.
Not a dispatcher in the world can say that they are not bothered by some of what they hear in one way or another. But have to be strong emotionally to hold it together through each call. They hear things that are seen in horror movies and must remain calm.
Dispatchers speak a language that only other dispatchers or officers understand. They are sworn to secrecy so they cannot discuss it with family or friends. They know things that would emotionally hurt the people they love, but can't disclose any information. They are usually left out of debriefings because they were not in the field. They go from one call to another with no release. They hold in their emotions and are left to replay each and every call in their heads. If it bothers them they are whiners, if it doesn't they are cold hearted. They are usually from the community they work in. Dispatchers must close themselves off from any connection to some of the victims, or perpetrators. Some are relatives, friends or foes, yet they have to remain just a faceless voice or name. Everyone must be treated equally. Some callers are even the same names that appeared in the paper after stating that dispatchers did not need a raise, they were no more important to the county than the people who collect money for the county (who by the way work Monday through Friday 8:30 am-4:30 pm, with holidays off, and nights and weekends off). Yet the dispatcher must put personal feelings aside for that person if they should call for help.
At my agency we dispatch for the Sheriff's Office obviously,which can have anywhere from 5-15 officers working at a time,5 EMS stations,7 Fire Departments,1 Police Station, CLSP Park Rangers,Virginia State Police,and Animal Control. We have 6 administration phone lines,5 Emergency 911 lines and 5 Wireless 911 lines.
I have heard stories coming out of people's mouths that you would not imagine!!! But I love this job. Everyday is never the same, I love not knowing what each phone call is going to bring.
I am going to post a poem that means a lot to me..I have no idea who wrote it but it really says a lot.
Who Am I??
I am the voice that calms a mother into breathing
life into her infant child...
I am the invisible hand that comforts one who loses
a family member...
I am a friend who talks a confused teenager out
of ending their life...
I send help when you call about an automobile
accident...
I am the one who ensures a safe scene for those I
send to your emergency...
I am the psychologist who serves the needs of my callers
with compassion and understanding...
I have heard the screams of people I will never meet
or forget...
I have cried with you and rejoiced at the
miracles of life...
I am at every accident, every medical emergency,
every fire and every deputy call...
I work weekends, holidays,12 hour shifts,
some days and some nights...
I am at this job by choice. I am thankful to
provide this service...
I am a mother, sister, and a daughter to my callers.
I am their friend...
I am ALWAYS here, when you need me and even if you don't
I am ALWAYS on call; no shift is ever the same.
Who am I? I am an Emergency Dispatcher!