Help is on the way: Dispatchers are real first responders
Staff reporter
People generally think of public servants as those who are law enforcement officers, emergency medical technicians, or firefighters. One overlooked public servant is the communications officer.
Just think how chaotic life would be for those who answer calls for help without a trained, professional dispatcher and modern equipment.
Marion County communications department has come a long way from handwritten notes and figuring logistics by looking at a county map.
Today dispatchers use state-of-the-art equipment that can actually pinpoint the location of a cell phone caller.
Communications equipment has been purchased mostly through federal grants.
"We basically gutted the room," said communications director Michele Abbott-Becker. Old, outdated equipment was replaced with new technology.
Due to the amount of calls, two dispatch areas are available.
"We have two dispatchers on duty during the heavy call time," said Abbott-Becker. Typically more calls are received between 1 p.m. and 1 a.m. because people have returned home or are "out and about."
The equipment is integrated so information can constantly be updated.
"One issue we used to have was when one dispatcher would take information for a call and a second dispatcher not being aware of the information already obtained," said Abbott-Becker. As soon as the information is entered on the computer, it is available for viewing.
Another technological advancement is an automatic "pop up" message for a dispatcher to check on an officer if contact hadn't been made for a specific amount of time.
"Our priorities are public safety and safety for officers, EMS, and firefighters," said Abbott-Becker.
Marion County has had basic 911 access for more than 15 years. In 1995 and 1996, the system was enhanced with a switchboard-type system for answering and responding. This past year, GPS tracking and streamlined address systems were installed.
Gone are the numerous pieces of equipment. Instead there are flat monitors and integrated computers with a phone system.
Big changes
When Abbott-Becker started in 1989, there were colored phones for receiving incoming emergency calls. Each area and agency had different radios which meant different microphones for dispatchers to use.
"This was before the roads were named," said Abbott-Becker, and directions were the only means of locating accidents and other incidents.
When a call came in, the dispatcher had to go to a map on the wall and determine the location of the incident and the jurisdiction. This information then was used to send the appropriate emergency agencies for that area.
"We had the information but it wasn't as accessible and was time consuming," said Abbott-Becker.
Computer accessible dispatch technology has enabled professionals to pinpoint the exact location of a call, know which jurisdiction to contact, and page them accordingly.
The GIS (Geographic Information Systems) has an ortho photography layer on the map.
"This is a great tool, especially at Marion Reservoir," said Abbott-Becker. This enhancement allows dispatchers to give accurate directions to personnel in finding specific and sometimes secluded areas.
"If a call comes in from someone who isn't familiar with the area, cell phones with GIS capability really come in handy," said Abbott-Becker. She said newer cell phones have that capability.
"The caller needs to remain on the line for 20 to 60 seconds for the tracking to work," she said. What makes that even better is when the caller is moving like in a vehicle on a highway. Dispatch can continue to follow and give appropriate personnel exact locations.
All 911 calls made from land lines give communications officers an address and phone number. The dispatcher then must verify the location of the emergency.
"Sometimes people will call from their homes for an emergency somewhere else," Abbott-Becker said.
The dispatcher must also determine the nature of the emergency in order to send the appropriate emergency personnel.
"We'll keep the caller on the line until personnel arrives if that's appropriate," said Abbott-Becker. "We never jeopardize the caller's safety."
Occasionally someone will accidentally dial 911. Dispatch then will attempt to call that number to determine if it was an intentional hang-up or if there was an emergency.
If no one answers the telephone, dispatch will send law enforcement to the address from which the call was made to check on the resident.
When a fire call is made, the dispatcher will always ask if there is anyone in the structure and if everyone is OK.
For non-emergency calls such as a barking dog, non-injury accident, etc., it is recommended to call the administrative line — (620) 382-2144.
EMD
Emergency Medical Dispatch is another new feature in the department.
This allows the seven trained telecommunicators to provide callers with life-saving instructions for various types of medical emergencies such as bleeding from a laceration, freeing an object from a throat, and administering CPR.
The dispatcher will ask the caller a series of questions, depending on the emergency, and provide basic emergency assistance information.
Flip cards are prepared for the dispatcher to use to cover nearly any kind of medical call.
Special people
"It takes a certain kind of person to be a dispatcher," said Abbott-Becker. And it takes constant practice.
The employees work 12-hour shifts which allows them to have three days off in a row.
The amount of stress attached to this job can be tremendous. Taking calls from people in distress or experiencing maybe the worst event of their lives takes its toll on the telecommunicators.
"They've found that working 12 straight hours and having three days off in a row is a better destresser than working shorter shifts, more days of the week," said Abbott-Becker.
Training helps workers cope with the stress and be able to perform their jobs. Before going "solo" the telecommunicator must complete a minimum of 400 hours of training which includes working with another dispatcher.
Within 10 days, he/she has to be trained and proficient with TDD (Telecommunication Device for the Deaf). Within six months the employee must be certified and the certification must be maintained.
"People who dispatch are not procrastinators," Abbott-Becker said. Questions have to be asked and immediate response made.
Multi-tasking also is a must. There are times when a dispatcher will have several events occurring at the same time such as the telephone ringing, traffic on the radio from law enforcement, EMS, and fire. Keeping calm and in control are required.
All communication is tape recorded on an audio log. State statute requires the log be saved for 18 months but there are times when it is kept for a longer period of time.
"This is a department that cannot function if someone is unable to work his or her shift," said Abbott-Becker. "The department has to have at least one person on duty 24 hours a day, seven days a week, 356 days a year."
Dispatchers are human and errors do occur but not often. The director appreciates her staff and rarely hears complaints from the public.
"They're professional, highly trained, and do their jobs well," said Abbott-Becker.
