Anyone who’s ever had to call 911 knows it can often be a stressful endeavor, depending on the nature of the emergency.

Whether you or a family member is going through a traumatic event or if you’ve witnessed a crash, fire or something criminal, the telecommunicators on the other end are tasked with obtaining as much information as possible. That can often be easier said that done, however.

“Cellphone technology can be your best friend or worst enemy,” said Taylor Shores, a communications officer at Limestone County E911. “(Cellphones) don’t always plot or they’re not 100-percent accurate, so when people don’t give us their location or they’re not cooperating with us, it gets stressful sometimes.”

Cellphones and lack of information are just two of the challenges facing communications officers each day. Those officers are considered unsung heroes by law enforcement, fire and medical personnel, however, because they are on the front lines of virtually all emergencies.

Limestone County Commission Chairman Mark Yarbrough signed a proclamation Monday recognizing April 14–18 as National Public Safety Telecommunicators Week.

“Any time people are in trouble or something’s wrong, they pick up the phone and call 911, and these are the people there to answer the call, 24 hours a day, 365 days a year,” Yarbrough said. “I’m glad they get this recognition, because they deserve it. They’re always there when people need help.”

Know where you are

E911 Director Brandon Wallace said communications officers like Shores, who are more commonly referred to as dispatchers, often take the brunt of the public’s abuse in an emergency situation. He explained that if the public would simply stay calm, it would result in a better outcome.

“Sometimes they want to scream at us for 30 seconds to a minute,” he said. “If we know where the emergency is, we can get the appropriate help on the way a lot sooner.”

Wallace echoed Shores’ concerns about pinpointing the exact location of an emergency when a cellphone signal doesn’t plot a location and when the caller doesn’t know where he or she is. In the case of emergency, he said, always try to figure out where you are before you call.

“If you’re visiting Grandma and you live out of state, pick up a piece of mail or look at street signs,” he said. “We get calls from the interstate from people who witnessed a crash but don’t call us until they’re 3 miles down the road. Then we have to figure out where they were when they saw (the crash).”

Both Wallace and Shores said callers can often become irate when communications officers ask a lot of questions, but they said it is a means of gathering more information for first-responders. Wallace said just because a dispatcher is asking a lot of questions doesn’t mean help isn’t on the way.

“We have to call (caller) information to someone else, and we can’t send in an ambulance or fire department unless we know (the scene) is safe,” he said.

What it takes

When asked what type of person is best suited to be a communications officer, Wallace said it takes all kinds. E911 administers an aptitude test to applicants to ensure they have the skill sets the department is seeking.

“There’s a lot of memory recall, and you have to be able to listen to this person who’s having an emergency and put it into the computer,” he said.

Shores said the ability to remain calm under fire is tantamount as it could be someone you know having an emergency.

“It might be your family, your kid, your best friend or worst enemy, and you have to do your job 100 percent every time,” she said.

Being a communications officer also requires dedication, because it’s not a 9-5 job. Wallace said no fewer than two dispatchers have been on call since E911 moved into its Elm Street building 15 years ago.

“A lot of us have children, and we miss birthdays, holidays and special occasions,” Shores said.

Unsung heroes

Shores and Wallace said being a communications officer can be a “thankless job,” but they’re not in it for the praise.

“The best part about (the job) is helping the public,” Shores said. “People forget we’re behind the scenes getting help to the general public.”

Wallace described it as a rewarding field that allows his employees to help someone in a time of need.

“That’s what this week is all about; recognizing (officers) for all their hard work,” he said.

For more on National Public Safety Telecommunicators Week, visit www.npstw.org.