When an emergency occurs, we dial 911. We count on someone being on the receiving end of the call who’ll know what to do and offer a calming, helpful voice.
Fortunately, local emergency communications centers across our country are staffed by hard-working, well-trained specialists who can make sense out of our sometimes-frantic voice, determine our emergency, dispatch emergency workers to our location and stay on the line with us until first responders arrive.
This week, April 12-18, is National Public Safety Telecommunicators Week. It’s a week set aside to honor the thousands of men and women who take our emergency calls, dispatch first responders and make sure we get the help we need.
Across the United States, more than 240 million 911 calls are made every year. Behind those calls are approximately 150,000 public safety telecommunicators, the majority of whom work long shifts, nights, weekends and holidays to ensure someone is always there when we need them.
Despite the critical nature of their work, more than 80% of emergency communications centers report staffing shortages, and vacancy rates in many states exceed 25%. Yet these professionals continue to show up, steady and composed, for the people who need them most.
Over the years, North Carolina and its many localities have worked diligently installing top-notch equipment and embracing new technology to put first responders in the best position to protect their neighbors.
I recently had the opportunity to tour the internationally acclaimed Johnston County 911 Center, which has as its motto: Failure is not an option.
What impressed me the most is the technology in use today, the drone technology, the satellite technology. Johnston County communications staff members were able to help their fellow North Carolinians in the western part of the state when Hurricane Helene knocked out phone service. Their equipment was able to help western emergency centers respond to emergency calls during this critical time.
The people answering 911 calls understand that there’s nothing more important than a human life. Their hours can be long, challenging and rewarding. As their recruitment ads say, “It’s the hardest career you’ll ever love.”
When you call 911 for help, you expect to hear a voice on the other end of the line. These folks are the first voice you hear, and they do not receive enough recognition.
They are a vital link for our police officers, firefighters and paramedics. Their ability to ascertain pertinent information from callers and relay it to first responders is critical to apprehending criminals, suppressing fires and treating patients.
Their ability to exhibit compassion, understanding and professionalism during the performance of their job is evident and appreciated.
Our first responders depend on this professionalism. We’re lucky to have them.