Why am I thinking about this? I started a new job last week with the Montgomery Department of Public Safety. To learn about what the departments do, I am spending time with the people in the trenches. Emergency Communications was first on the list and I spent a good part of a shift with a 911 operator Friday night.
I imagined Halle Berry in the movie "The Call." Although they do experience a high level of stress like Berry, there was no one tracking a kidnapped girl at a remote farmhouse in the country. The GPS technology used in the movie was also just Hollywood magic.
The stress, however, is real. In fact, Emergency Communications Director Larry Fisher said the turnover rate for the job is 20 percent or more, an extremely high number.
Lt. Angela Rigsby is one employee who has learned how to deal with the stress. She has worked for the department for more than 16 years. I listened in as she handled with professionalism everything from multiple car wrecks to domestic violence calls. I heard her soothe terrified people who could barely tell her their names or where they were. She has a special knack for helping people at their most vulnerable. She must also be able to fully comprehend what is going on so that she can alert responders and get that information dispatched to the appropriate person.
Domestic violence situations are in the top third of all calls.
Not all calls are emergencies. Sometimes the calls are administrative such as getting information on warrants or repossessions. The tasks from these calls must be handled in between emergency calls. On Friday, the phone never stopped ringing while I was there. I'm not sure how the employees do as much as they do.
Potential employees must attend an off-site training academy for twelve to fourteen weeks before they can start on-the-job training.
Major Melinda Chandler said Montgomery has the only emergency communications department in Alabama with an off-site training center. "Our standards are self-imposed," she said. The training program is considered a model for the entire state.
A giant sign in emergency communications center says it best: Dispatchers are the heart behind the voice. The people of Montgomery get to experience that level of commitment on a daily basis.
"We are called the lifeline for a reason," Director Fisher said.
Great article. I wish there was more we could do for our 911 operators. I was once approached about being a chaplain for them. They said being a female would also be plus since there are few female chaplains. The timing was not right at the time to pursue it but I have thought about them often since then. Maybe one day:)
ReplyDeleteIt's a tough job, but maybe the timing will be right for you soon!
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