Olivia Harris and Cindy Gross
“Are they breathing? Were there any weapons involved? Can you see where the blood is coming from?” These are questions that most people would never think that they have to answer, or at least hope they do not. However, in a 911 center they are as common phrases as “how are you doing today?”
Two dispatchers from Central South Dakota Communications in Pierre, S.D., have shared their stories. This job, often shown on TV as a small dungeon with people frantically answering ever-busy phone lines, is only a half-accurate look at this life. Olivia Harris, a 21-year-old new hire, who has been on the job for two months, said that she was surprised at one of these very things. That one is not always answering calls, but instead having to be on the ready for any and everything to come across the phone lines. This feeling was echoed by her supervisor, Cindy Gross, a 12-year veteran who admitted this was one of her biggest frustrations: public perception is that dispatchers are secretaries or just another administrative assistant. In reality, there are things that dispatchers are exposed to on a daily basis that might make a “normal” person walk away.
It is not a profession for everyone. Turnover is a continuing struggle that is faced within the center. Looking back just four years, there have been 18 people who have started and quit for various reasons. The biggest reason is that they realized the job was not for them, due to stress or other factors. Harris said that one of the most difficult parts of the job is “When people die. There isn’t always a way to help. You just sit and listen to their heartbreak happen in real time.” The reality is that you become more than just a voice to the ambulance, police or fire department. You become a counselor, a paramedic, a detective.
Gross mentioned that one of her favorite parts was getting to figure out, with limited information, what had happened. Who was really involved? What really happened? When you only get a small amount of information from the caller, you need to know where to look and who you are looking for. It can make you feel powerful and all-knowing when you find what you are looking for: a vehicle they were linked to, people they are often found with can help to look for a suspect.
When you call 911 there is no way to place a face to the voice on the other end of the line. You can only hope that there is someone who is professional and willing to help on the other end. Knowing that there are people trained in multiple areas of Emergency Response is something that can help you rest assured that there are trained professionals waiting at the other end of your crisis.
